ATT DEFINITY Communications System Generic 3V4 Instructions Manual

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Outbound Call Management Ð Preview
Dialing (ISDN Facilities or Local
Extensions)
bbbbbbbbbbbbbbb
3rd Party Auto Dial
(dest=B, orig=A)
Call Initiated Event Report (A)
Agent and customer
talk
Dropped Event Report (A)
Customer
Phone
BAgent
Phone
AAgent
Terminal
A
Agent saves
customer record Agent selects another
customer from call listApplication displays
updated call list on the
agents data terminal
Agent off-hook or
forced...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Outbound Call Management Ð Predictive
Dialing (Destination Busy and No Answer)
bbbbbbbbbbbbbbb
3rd Party Make Call
(dest=B, orig=ACD Split)
Alerting Event Report (B) Switch initiates
call
Call Ended (cause=busy)
Call Ended (cause=no answer)Application saves number
to be called back after a
few hours
Destination busy
Customer
Phone
BAgent
Phone
A
Agent ready to
receive calls Agent uses data
terminal to login
into...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Outbound Call Management Ð Predictive
Dialing (Success)
bbbbbbbbbbbbbbb
Destination answers
Customer
Phone
BAgent
Phone
A
Agent ready to
receive calls
Agent saves
customer information;
ready to receive
new call Application displays customer
information on the data
screen
Agent
Terminal
A
Application initiates
switch-classified call
Agent and destination
(customer) talk
Dropped Event Report (A)
Switch
Agent...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Call Monitoring Ð VDNs and ACD Splitsbbbbbbbbbbbbbbb
Save customer
data
Agent
Terminal
A Agent
Phone
A Customer
Phones
B D
Customers call
enters monitored 
domain
Agent and customer
talkCustomer information
delivered to data
screen
Connected Event Report (A) Agent connects
Call delivered
to agentAlerting Event Report (A)
Agent disconnects
Customer
disconnectsDropped Event Report (A)
Call Ended (cause=normal)
Save customer...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
The application in the adjunct processor monitors all calls entering a VDN or
ACD split. All calls have a unique call identifier (call_id) that the
adjunct/application uses to track calls (call identifiers are not shown).  The first
call that enters the monitored domain does not queue, since there is an available
agent to answer the call. The second call that enters the monitored domain waits
in queue until agent A...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Multiple Queuing and Call Abandon Ð
ACD Split or VDN Monitoring
bbbbbbbbbbbbbbb
Call Offered to Domain
Event Report (orig=B)
Event Notification Request
(domain)
Event Notification Request-ACKApplication initiates
monitoring of domain
(ACD Split or VDN)
Adjunct ProcessorSwitch
Agent
Terminal
A Agent
Phone
A Customer
Phone
B
Customer abandons
callAnnouncement played
Announcement played
Queued Event Report Call Queues...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Blind Transfer Ð ACD Split or VDN
Monitoring
bbbbbbbbbbbbbbb
Call Transferred Event Report
(from=A, to=C, other=B)
Agent Answers
Alerting Event Report (A)Customer information
delivered to data
screen
Connected Event Report (A)Agent connects
Call delivered
to agent
Dropped Event Report (C)
Agent disconnectsCall Ended (cause=normal)
Connected Event Report (C)
Agent
Phone
A Customer
Phone
B
Application has
Event Notification...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Consultation Ð ACD Split or VDN
Monitoring
bbbbbbbbbbbbbbb
Call Offered to Domain
Event Report (orig=B)
Queued Event Report
Call Queues Customers call
enters monitored 
domain
SwitchAdjunct
Processor
Customer information
delivered to data
screen
Agent
Terminal
CAgent
Terminal
A
Application has
Event Notification
active for domain
Agent drops
Call Ended (cause=normal)
3rd Party Reconnect (A)
3rd Party Reconnect-ACK Agent...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Agent Conferencebbbbbbbbbbbbbbb
3rd Party Merge-ACK
(from=A, to=C, other=B)3rd Party Merge
(Conference)
Connected Event Report (C)Agent Answers
Call alerting
3rd Party Make Call 
(dest=C, orig=A)
Agent places
call on holdHold Event Report (A)
Alerting Event Report (C)
Agent and customer
talk
Expert requests
conference with
customer
Agents A and C
talkAgent requests
experts help
(Agent C)
Customer information
delivered to...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Service Observing Ð ACD Split or VDN
Monitoring
bbbbbbbbbbbbbbb
Call Offered to Domain
Event Report (orig=B)
Agent and customer
talk
Supv.
Phone
C
Supervisor
service observes
agent
Alerting Event Report (A)Customer information
delivered to data
screen
Connected Event Report (A)Agent connects
Call delivered
to agent
Dropped Event Report (A)Agent disconnects
Call Ended (cause=normal)
Supervisor
disconnectsDropped Event Report...