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Call Scenarios and Applications
Issue 7 March 1998
A-13
Agent Reconfiguration
The application in the adjunct processor logs in agents to different splits and
changes the work mode of the agents based on the call loads of different ACD
splits. The application first checks the status of the ACD splits. Then it moves idle
agents from one split to another. In addition, the application changes the work
mode of an agent. The application continues to check the status of ACD splits to
make further agent moves, if necessary.
Value Query-ACK (3 logged-in agents,
0 agents available, 21 calls in queue)
Value Query - ACD Split Status
(ACD split 1)
Call delivered to
agent
Call delivered to
agent
Request Feature-ACK
Request Feature - Change Work Mode
(A, auto-in)
Value Query-ACK
(idle, after call work)
Value Query - ACD Agent Status
(A)
Switch
Application request
status of ACD split 1
Application request
status of ACD splits
Application checks
status of agent A
Split 2 OK
Split 1 overloaded
Application logs-in
agent C to ACD
split 1
Application logs-in
agent A to ACD
split 1
Adjunct
Processor
Application changes
work mode of agent A
Agent
Phone
A
Agent
Phone
C
Request Feature-ACK
Request Feature - Agent Login
(A, ACD Split 1)
Request Feature-ACK
Request Feature - Agent Login
(C, ACD Split 1)
Value Query-ACK (8 logged-in agents,
5 agents available, 0 calls in queue)
Value Query - ACD Split Status
(ACD Split 2)
Value Query-ACK (1 logged-in agents,
0 agents available, 25 calls in queue)
Value Query - ACD Split Status
(ACD split 1)