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Call Scenarios and Applications
Issue 7 March 1998
A-7
Call Monitoring —
VDNs and ACD Splits
The application in the adjunct processor monitors all calls entering a VDN or ACD
split. All calls have a unique call identifier (call_id) that the adjunct/application
uses to track calls (call identifiers are not shown). The first call that enters the
monitored domain does not queue, since there is an available agent to answer the
call. The second call that enters the monitored domain waits in queue until agent
A transfers the first call (destination not relevant to this example). Note that
despite the first call being transferred to another destination, the application
continues to receive event reports for the call.
Save customer
data
Agent
Terminal
A
Agent
Phone
A
Customer
Phones
B D
Customer’s call
enters monitored
domain
Agent and customer
talk
Customer information
delivered to data
screen
Connected Event Report (A)
Agent connects
Call delivered
to agent
Alerting Event Report (A)
Agent disconnects
Customer
disconnects
Dropped Event Report (A)
Call Ended (cause=normal)
Save customer
data
Customer
disconnects
Dropped Event Report (D)
Call Ended (cause=normal)
Call Queues
Queued Event Report
Call Offered to Domain
Event Report (orig=D)
Event Notification Request
(domain)
Event Notification Request-ACK
Application initiates
monitoring of domain
(ACD Split or VDN)
Adjunct ProcessorSwitch
Another call
enters monitored
domain
Connected Event Report (A)
Agent connects
Call delivered
to agent
Call Offered to Domain
Event Report (orig=B)
Alerting Event Report (A)
Customer information
delivered to data
screen
Agent and customer
talk