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Call Scenarios and Applications
Issue 7 March 1998
A-9
Blind Transfer — ACD Split
or VDN Monitoring
The application at the adjunct processor monitors all calls entering a VDN or ACD
split. This scenario shows agent A performing a blind transfer to agent C. The
transfer operation is done at the agent’s station by pressing the transfer button,
dialing the second call, and pressing the transfer button a second time. The
adjunct processor does not control the transfer operation.
Call Transferred Event Report
(from=A, to=C, other=B)
Agent Answers
Alerting Event Report (A)
Customer information
delivered to data
screen
Connected Event Report (A)
Agent connects
Call delivered
to agent
Dropped Event Report (C)
Agent disconnects
Call Ended (cause=normal)
Connected Event Report (C)
Agent
Phone
A
Customer
Phone
B
Application has
Event Notification
active for domain
Customer information
delivered to data
screen
Agent
Terminal
C
Agent
Terminal
A
Adjunct
Processor
Switch
Customer
disconnects
Call Offered to Domain
Event Report (orig=B)
Queued Event Report
Call Queues
Customer’s call
enters monitored
domain
Hold Event Report (A)
Agent initiates
transfer
Agent and customer
talk
Agent and customer
talk
Agent
Phone
C
Agent completes
blind transfer;
agent dropped
Call alerting