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Call Scenarios and Applications
A-8 Issue 7 March 1998
Multiple Queuing and Call Abandon — ACD
Split or VDN Monitoring
The application at the adjunct processor monitors all calls entering a VDN or ACD
split. This scenario shows a call receiving multiple announcements and queuing
into different splits. The customer disconnects before he or she is connected to an
agent.
Call Offered to Domain
Event Report (orig=B)
Event Notification Request
(domain)
Event Notification Request-ACK
Application initiates
monitoring of domain
(ACD Split or VDN)
Adjunct ProcessorSwitch
Agent
Terminal
A
Agent
Phone
A
Customer
Phone
B
Customer abandons
call
Announcement played
Announcement played
Queued Event Report
Call Queues
Announcement played
Application saves
CPN/BN for
callback
Dropped Event Report (B)
Call Ended (cause=normal)
Customer’s call
enters monitored
domain
Call Queues
Queued Event Report