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ASAI and Supported Applications
Issue 7 May 1998
2-7
Data Screen Delivery and Voice/Data Transfer
A Data Screen Delivery and Voice/Data Transfer application may use CPN/BN or
calling party number DNIS or called party number, and answering destination
information to construct and deliver a data screen to the answering agent/user’s
data terminal. Likewise, when an agent or user conferences or transfers a call, the
application uses the conferenced agent or transferred-to agent information to
automatically transfer the data screen to the new agent handling the call.
A sample scenario for the Data Screen Delivery and Voice/Data Transfer
application is as follows:
1. The application uses the Event Notification Request capability to monitor
all incoming calls to an ACD split or VDN.
2. When a call enters the monitored ACD split or VDN, the ECS sends a Call
Offered to Domain Event Report containing the call’s CPN/BN, DNIS,
II-Digits, UUI (whether supplied by the network or by some other CallVisor
adjunct), and any lookahead interflow and collected digits information
associated with the call.
3. The application does a database search on the caller information
(CPN/BN) and retrieves the caller’s data to fill a data screen based on the
service dialed (DNIS).
4. When the call is delivered to an available agent and/or user, the ECS
sends an Alerting and/or Connected Event Report containing the number
of the agent or user handling the call. The application then delivers the
assembled data screen to the data terminal associated with the agent or
user handling the call.
5. If the agent or user conferences or transfers the call to another destination,
the ECS sends a Call Conferenced or Call Transferred Event Report
indicating the new destination. The application then duplicates or recreates
the caller’s data screen at the data terminal associated with the new
destination.
6. When an agent or caller disconnects and/or drops, the
Disconnect/Dropped Event Report is generated and the application may
take appropriate clean up actions.