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Call Scenarios and Applications
A-10 Issue 7 March 1998
Consultation — ACD Split or
VDN Monitoring
The application at the adjunct processor monitors all calls entering a VDN or ACD
split. This scenario shows an ACD agent placing a customer’s call on hold and
consulting with another agent. The agent initiates the consultation call and the
reconnection to the customer via the data terminal. The Third Party Selective
Hold and Third Party Reconnect operations assume that the application has
taken control (Third Party Take Control operation not shown) of the call. The
Hold and Reconnected Event Reports for the Event Notification association are
not shown either.
Call Offered to Domain
Event Report (orig=B)
Queued Event Report
Call Queues
Customer’s call
enters monitored
domain
Switch
Adjunct
Processor
Customer information
delivered to data
screen
Agent
Terminal
C
Agent
Terminal
A
Application has
Event Notification
active for domain
Agent drops
Call Ended (cause=normal)
3rd Party Reconnect (A)
3rd Party Reconnect-ACK
Agent reconnected
to B
3rd Party Selective Drop (B)
3rd Party Selective Drop-ACK
Agent drops
Customer
Phone
B
Agent
Phone
A
Customer information
delivered to data
screen
Alerting Event Report (A)
Call delivered
to agent
Agent connects
Connected Event Report (A)
Agent Answers
Connected Event Report (C)
Call alerting
Alerting Event Report (C)
3rd Party Selective Hold-ACK
3rd Party Selective Hold (A)
Call placed
on hold
3rd Party Make Call
(dest=C, orig=A)
Agent
Phone
C
Agent and customer
talk
Agent and customer
talk
Agent requests to
return to call
Agent drops from
consultation call
Agents A and C
talk
Agent requests
consultation