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Call Scenarios and Applications
A-82 Issue 7 March 1998
In call sequence 2, remote agent A is connected to the ECS by a trunk. Agent B is
a local station connected to the ECS. Agent A is speaking on a call, and
determines that the agent B should handle this call. Trunks cannot perform
transfers, but an application using Single-Step Conference can. When A signals
the application that it wants to transfer the call to B, the application will request a
domain control on station AWOH (administered without hardware) and do the
following:
1. Single-Step Conferences station AWOH onto the call.
2. Put the call on hold.
NOTE:
Agent A and the caller can still talk to each other.
3. Auto dial a call to agent B.
4. Complete a transfer via 3rd Party Merge.
Call Sequence 2:
(Held CID=1, Active CID=2, Transfer)
Host ECS
Domain Control Request
(CRV=15, Domain=AWOH)
Single Step Conference
Single Step Conference Acknowledgement
3rd Party Hold
Auto Dial
Comment
All subsequent messages
Domain Control Acknowledgement
3rd Party Merge Acknowledgement
Auto Dial Acknowledgement
3rd Party Merge
(CID=2)
Adds station AWOH to call 1.
(Party ID=1)
(CID=1)
(CID=1)
(called=Agent B)
Places call from AWOH to
agent B.
Transfers the caller (on hold)
(Resulting CID=2)
in this example use CRV 15.
3rd Party Hold Acknowledgement
to agent B.