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Call Scenarios and Applications
A-38 Issue 7 March 1998
3. Expert Agent Selection Interactions
This section presents call scenarios in the Expert Agent Selection Environment.
External Call to VDN, Answered by Logical
Agent, and Conferenced with Another Logical
Agent
This scenario shows an incoming non-ISDN call to VDN 5555 that queues to skills
3333 and 4444 (see Figure A-6). Logical agent 2345, logged in from station 6666,
answers the call and conferences logical agent 8766 (logged in from station
9999). No queue event is provided for skill 4444 because logical agent 2345 with
skill 4444 is available immediately to answer the call.
Note that the called number in the Call Conference Event Report provides the
agent’s physical extension, not the agent’s login id extension.
Event Notification for VDN 5555 is active over CRV 78 as shown at the beginning
of the call flow. The Adjunct Processor-initiated login for logical agent 2345 is also
shown. Logical Agent 8766 is assumed to have logged in manually at the voice
station.