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Call Scenarios and Applications
Issue 7 March 1998
A-63
7. User Scenarios — User to User
Information (UUI)
Figure A-18 shows a typical distributed call center configuration. An ASAI host is
connected to each of the ECSs and calls are delivered to either ECS. The
applications running on the ASAI hosts are not connected to each other.
Figure A-18. Distributed ACD Configuration
The following call sequences show typical UUI scenarios:
Call Sequence 1 shows an incoming non-ISDN PRI call to ECS A, delivered to
VDN1. VDN1 delivers the call to VRU Port1 in VRU Split1. After the caller
terminates the VRU session, the ASAI host transfers the call to VDN2 for further
processing. The ASAI host includes UUI in the Third Party Make Call used to start
the transfer. While the call is in VDN2, the call interflows to ECS B. The call is
accepted at ECS B and an announcement is played while the call waits in queue
for ACD SplitB.
ISDN PRI
Non PRI
VRU Port1
VDN11
VDN0
VDN2
VDN1
VRU Split1
ACD SplitA
ASAI ASAI
Adjunct
ASAI
Adjunct
ASAI
VDN3
VDN4
ACD SplitB
VRU Port2
AgentA AgentB
ECS A ECS B
ISDN PRI
AB