Filter
Top Products
Call Scenarios and Applications
Issue 7 March 1998
A-11
Agent Conference
Agent A performs a conference operation from the data terminal by using the
Third Party Make Call and Third Party Merge capabilities. In addition, the agent
uses Third Party Clear Call to terminate the call.
3rd Party Merge-ACK
(from=A, to=C, other=B)
3rd Party Merge
(Conference)
Connected Event Report (C)
Agent Answers
Call alerting
3rd Party Make Call
(dest=C, orig=A)
Agent places
call on hold
Hold Event Report (A)
Alerting Event Report (C)
Agent and customer
talk
Expert requests
conference with
customer
Agents A and C
talk
Agent requests
expert’s help
(Agent C)
Customer information
delivered to data
screen
Agents and customer
disconnected
Application has
Event Notification
active for domain
Agent
Terminal
A
Agent
Terminal
C
Adjunct
Processor
Switch
Call Offered to Domain
Event Report (orig=B)
Queued Event Report
Call Queues
Customer’s call
enters monitored
domain
Customer joins
call
Agents and customer
talk
Agent
Phone
C
Connected Event Report (A)
Agent connects
Call delivered
to agent
Alerting Event Report (A)
Customer information
delivered to data
screen
Agent
Phone
A
Customer
Phone
B
Expert requests
clear call
3rd Party Clear Call-ACK
3rd Party Clear Call