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Call Scenarios and Applications
A-12 Issue 7 March 1998
Service Observing — ACD Split or
VDN Monitoring
A supervisor service-observes an agent that receives calls monitored by the
application in the adjunct processor. The service observing operation is requested
manually by the supervisor at his or her station.
Call Offered to Domain
Event Report (orig=B)
Agent and customer
talk
Supv.
Phone
C
Supervisor
service observes
agent
Alerting Event Report (A)
Customer information
delivered to data
screen
Connected Event Report (A)
Agent connects
Call delivered
to agent
Dropped Event Report (A)
Agent disconnects
Call Ended (cause=normal)
Supervisor
disconnects
Dropped Event Report (C)
Connected Event Report (C)
Agent
Phone
A
Customer
Phone
B
Customer’s call
enters monitored
domain
Call Queues
Queued Event Report
Event Notification Request
(domain)
Event Notification Request-ACK
Application initiates
monitoring of domain
(ACD Split or VDN)
Supv.
Terminal
C
Agent
Terminal
A
Customer information
delivered to data
screen
Adjunct
Processor
Switch
Customer
disconnects