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Call Scenarios and Applications
Issue 7 March 1998
A-19
Adjunct Routing
The ECS requests a route for a call that encounters an Adjunct Routing vector
command. The ACD agent at the first destination selected by the application is not
logged in. The second destination is an ACD split where the call queues. The
application uses the CPN/BN, DNIS, collected digits via Call Prompting, and
agent/station availability information to route the call to a local or remote
destination.
Alerting Event Report (A)
Customer information
delivered to data
screen
Connected Event Report (A)
Agent connects
Call delivered
to agent
Route Select
(dest=ACD Split)
Agent
Phone
A
Customer
Phone
B
Adjunct Route command
encountered
Route Request (orig=B,
dest=VDN, collected digits)
Route End (cause=normal)
Agent
Terminal
A
Agent
Terminal
C
Adjunct
Processor
Switch
Queued Event Report
Call Offered to Domain
Event Report (orig=B)
Customer’s call
enters monitored
domain
Call Queues
Agent not
logged-in
Agent and customer
talk
Agent
Phone
C
Another Adjunct
Route command
encountered
Route End
(cause=agent not logged in)
Adjunct provides
route
Adjunct provides
route
Route Select
(Direct Agent Call, dest=A, split)
Route Request (orig=B,
dest=VDN, collected digits)