Call flow examples

This topic provides the following examples of data screen delivery call flows and the contents of the call events that result from these call flows:

• Call to agent via ACD split
• Call to agent via VDNs with call prompting
• Call to VDN and abandoned in queue
• Call to VDN and abandoned after agent selection
• Agent-to-agent transfer via VDN and blind transfer
• Agent-to-agent transfer to a station via blind transfer
• Agent-to-agent transfer via VDN and consult transfer
• Agent-to-agent transfer to a station via consult transfer
• Avaya IR system-to-agent transfer via ACD split

In all call-flow scenarios, it is assumed that CONNECT events are triggered on ASAI alerting event reports. Hence, as shown in the scenarios, a CONNECT event is passed to a monitoring application when an agent is selected for a monitored call. An agent is considered to be selected for a call when the agent's telephone begins ringing or the agent hears a zip tone. CONNECT events can also be triggered on ASAI connected event reports. In this case, CONNECT events are passed to monitoring applications when agents actually answer monitored calls.

In all call-flow scenarios, it is assumed that the incoming call is delivered via an ISDN facility. This implies that the ANI is available in the ISDN SETUP message for the incoming call. If ANI is available, it is reported in call events as depicted in the call-flow scenarios. If ANI is not available, the incoming trunk group ID is reported instead.

Also, since it is assumed that incoming calls are delivered via an ISDN facility, a 10-digit called party number (CPN) is reported in call events. This number corresponds to the CPN that is provided in the ISDN SETUP message for the incoming call. Note that, as depicted in the call-flow scenarios, this number identifies a billing number and not the 800 number that is dialed by the caller. The use of switch administration to modify DNIS digits does not affect the reporting of the CPN for incoming ISDN calls.

Incoming calls can also be delivered via non-ISDN facilities. In this case, ANI is not available, so the trunk group ID is always reported instead. Also, for non-ISDN calls, the CPN identifies the ACD split or VDN extension to which the call is initially directed. Hence, for non-ISDN calls, the use of switch administration to modify DNIS digits can affect the reporting of the CPN. If modified by switch administration, the DNIS digits, as provided by the network, are not reported in the CPN. Rather, the ACD split or VDN extension that results from the modification is provided in the CPN.

Scenarios 6 through 9 discuss agent-to-agent transfer calls. Note that the call events generated for agent-to-agent conference calls are the same as described in the transfer scenarios. The three functional differences for conference calls are:

• The screening agent uses the Conference button instead of the Transfer button.
• The screening agent stays on the call instead of being dropped off.
• The END event for the call is not generated until all parties disconnect from the call.

Call to an agent via an ACD split

A call arrives at the DEFINITY G3 switch and is delivered directly to a monitored ACD split (no vector processing takes place for the call). An agent is assigned to the call, interacts with the caller, and then terminates the call.

Example:

1. A caller calling from the telephone number 303-555-1726 calls a toll-free 800 number that is associated with customer service.

Calls to that 800 number are presented to a monitored ACD split with the extension 7777.

2. The call is queued to the monitored ACD split 7777.
3. The call is assigned to an agent in that split with the extension 1234.
4. A CONNECT event is passed to the monitoring application for ACD split 7777 with the following information:

Connected Party Number	1234
Calling Party Number	3035551726
Called Party Number	9085557777
Switch Data	�
Call Id	101
Other Call Id	�
LAI Display Info	�
VIS Data	�
Routing ID	�
Return Field	C

5. When the selected agent completes and disconnects the call, an END event is passed to the monitoring application for ACD split 7777 with the following information:

Connected Party Number	1234
Calling Party Number	3035551726
Called Party Number	9085557777
Switch Data	�
Trunk Group Id	�
Call Id	101
Other Call Id	�
LAI Display Info	�
VIS Data	�
Routing ID	�
Return Field	E

Call to an agent via VDNs with Call Prompting

A call arrives at the DEFINITY G3 switch and is handled with call vectoring. The initial VDN or vector that processes the call makes use of the call-prompting feature on the DEFINITY G3 switch to collect information from the caller. In particular, the caller is asked to request a service, for example, "press 1 for gizmo service or press 2 for widget service." The call is then routed unconditionally to a second VDN that is monitored. The vector that is associated with the second VDN queues the call to an ACD split. Agents in this split can handle service calls for both products. The call-prompting information that is collected on the DEFINITY G3 switch can be used to determine which application to start up when the call is delivered to an agent in the common agent group. This allows a single 800 number to be advertised for both products.

Example:

1. A caller calling from the telephone number 303-555-1726 calls a toll-free 800 number that is associated with customer service. Calls to that 800 number are initially handled with a vector that is associated with VDN 7771. VDN 7771 is not monitored. This vector prompts the user to enter a 1 or 2 and then routes the call to VDN 7772 with a "route to" step. In this example, it is assumed that the caller inputs a 1.
2. The call is routed to the monitored VDN 7772. The vector that is associated with VDN 7772 queues the call to an ACD split with a "queue to" step.
3. The call is assigned to an agent in the split with the extension 1234.
4. A CONNECT event is passed to the monitoring application for VDN 7772 with the following information:

Connected Party Number	1234
Calling Party Number	3035551726
Called Party Number	9085557771
Switch Data	1
Trunk Group Id	�
Call Id	101
Other Call Id	�
LAI Display Info	�
VIS Data	�
Routing ID	�
Return Field	C

5. When the selected agent completes and disconnects the call, an END event is passed to the monitoring application for VDN 7772 with the following information:

Connected Party Number	1234
Calling Party Number	3035551726
Called Party Number	9085557771
Switch Data	1
Trunk Group Id	�
Call Id	101
Other Call Id	�
LAI Display Info	�
VIS Data	�
Routing ID	�
Return Field	E

Call to a VDN and abandoned in queue

A call arrives at the DEFINITY G3 switch and is handled with a VDN or vector. The vector queues the call to an ACD split. The caller abandons the call while it is in the queue and before it is assigned to an agent.

Example:

1. A caller calling from the telephone number 303-555-1726 calls a toll-free 800 number that is associated with customer service. Calls to that 800 number are processed by a vector that is associated with VDN 7771. VDN 7771 is monitored.
2. The vector that is associated with VDN 7771 queues the call to a vector-controlled split with a "queue to" step.
3. The caller abandons the call before an agent is assigned to the call.
4. An ABANDON event is passed to the monitoring application for VDN 7771 with the following information:

Connected Party Number	�
Calling Party Number	3035551726
Called Party Number	9085557771
Switch Data	�
Trunk Group Id	�
Call Id	101
Other Call Id	�
LAI Display Info	�
VIS Data	�
Routing ID	�
Return Field	A

Call to a VDN and abandoned after agent selection

A call arrives at the DEFINITY G3 switch and is handled with a VDN or vector. The vector queues the call to an ACD split. The caller abandons the call after is was assigned to an agent but before the agent could answer it.

Example:

1. A caller calling from the telephone number 303-555-1726 calls a toll-free 800 number that is associated with customer service. Calls to that 800 number are processed by a vector that is associated with VDN 7771. VDN 7771 is monitored.
2. The vector that is associated with VDN 7771 queues the call to an ACD split with a "queue to" step.
3. An agent at extension 1234 is selected for the call.
4. The caller abandons the call before the agent at extension 1234 can answer.
5. An ABANDON event is passed to the monitoring application for VDN 7771 with the following information:

Connected Party Number	1234
Calling Party Number	3035551726
Called Party Number	9085557771
Switch Data	�
Trunk Group Id	�
Call Id	101
Other Call Id	�
LAI Display Info	�
VIS Data	�
Routing ID	�
Return Field	A

Note that this is different from the previous scenario where the caller abandons the call while in the queue. Since an agent was selected for the call before it was abandoned, a CONNECT event is passed to the monitoring application. In the previous case where the caller abandons the call while it is in the queue, no agent was selected for the call; therefore, no CONNECT event is passed to the monitoring application before the ABANDON event. In this scenario, where the caller abandons the call after agent selection, the ABANDON event contains the extension of the agent who was selected for the call. This information can be used to cancel the CONNECT event for the call to the agent since the call terminates before the agent can interact with the caller. Alternatively, the host application could simply let the next CONNECT event for the same agent "overwrite" the previous CONNECT event for the call that was abandoned. The next CONNECT event comes when the next call is delivered to the agent.

Note also that this scenario only applies when CONNECT events are triggered on ASAI alerting event reports. If CONNECT events are triggered on ASAI CONNECT event reports, CONNECT events are passed to monitoring applications only when agents actually answer calls. Consequently, for cases where CONNECT events are triggered on ASAI CONNECT event reports, only an abandon while in the queue situation is possible. An abandon after agent selection situation will never occur or be reported.

Agent-to-agent transfer via a VDN and blind transfer

A call is delivered to an agent within a screening split. The screening agent transfers the call using a blind transfer to a group of specialized agents. A delay is built into the transfer by having the screening agent place the transfer call to a VDN. The vector associated with this VDN queues the call to the specialized agent group after delaying the call. This delay allows the transfer to be completed before the transfer call is delivered to a specialized agent.

Example

1. A caller calling from the telephone number 303-555-1726 calls a toll-free 800 number that is associated with customer service. Calls to that 800 number are processed with a vector that is associated with VDN 7771. VDN 7771 is monitored.
2. The vector that is associated with VDN 7771 queues the call to the split of screening agents.
3. The call is assigned to an agent in the screening split with the extension 1234.
4. A CONNECT event is passed to the monitoring application for VDN 7771 with the following information:

Connected Party Number	1234
Calling Party Number	3035551726
Called Party Number	9085557771
Switch Data	�
Trunk Group Id	�
Call Id	101
Other Call Id	�
LAI Display Info	�
VIS Data	�
Routing ID	�
Return Field	C

5. The screening agent talks with the caller and determines that a transfer is necessary.
6. The screening agent at extension 1234 presses the Transfer button and dials 7770, which is the extension of a monitored VDN.
7. The vector associated with VDN 7770 delays the call placed by the agent at extension 1234 for 2 seconds with a "wait" step.
8. The screening agent at extension 1234 then presses the Transfer button again. This merges the two calls at the screening agent's telephone and drops the screening agent from the resultant call. Note that no END event is reported at this time.
9. The vector associated with VDN 7770 queues the resultant call to the group of specialized agents with a "queue to" step.
10. A specialized agent at extension 4681 is selected for the transferred call.
11. A CONNECT event is passed to the monitoring application for VDN 7770 with the following information:

Connected Party Number	4681
Calling Party Number	3035551726
Called Party Number	9085557771
Switch Data	�
Trunk Group Id	�
Call Id	105
Other Call Id	101
LAI Display Info	�
VIS Data	�
Routing ID	�
Return Field	C

12. The specialized agent at 4681 completes the call and disconnects.
13. An END event is passed to the monitoring application for VDN 7770 with the following information:

Connected Party Number	4681
Calling Party Number	3035551726
Called Party Number	9085557771
Switch Data	�
Trunk Group Id	�
Call Id	105
Other Call Id	101
LAI Display Info	�
VIS Data	�
Routing ID	�
Return Field	E

Note that for blind transfers to monitored domains as described in this scenario, the second CONNECT event identifies the original call in the Other Call Id field. Note also that this CONNECT event contains ASAI information that pertains to the original call, for example, original ANI and DNIS in the Calling Party Number and Called Party Number fields, respectively. Any LAI display information, VIS data, or switch data associated with the original call is also carried forward.

Agent-to-agent transfer to a station via blind transfer

A call is delivered to an agent within a screening split. The screening agent transfers the call using blind transfer to a specialized agent at an individual station.

Example

1. A caller calling from the telephone number 303-555-1726 calls a toll-free 800 number that is associated with customer service. Calls to that 800 number are processed with a vector that is associated with VDN 7771. VDN 7771 is monitored.
2. The vector that is associated with VDN 7771 queues the call to the split of screening agents.
3. The call is assigned to an agent in the screening split with the extension 1234.
4. A CONNECT event is passed to the monitoring application for VDN 7771 with the following information:

Connected Party Number	1234
Calling Party Number	3035551726
Called Party Number	9085557771
Switch Data	�
Trunk Group Id	�
Call Id	101
Other Call Id	�
LAI Display Info	�
VIS Data	�
Routing ID	�
Return Field	C

5. The screening agent talks with the caller and determines that a transfer is necessary.
6. The screening agent at extension 1234 presses the Transfer button and dials 2022. Extension 2022 identifies an individual station that is associated with a single, specialized agent.
7. The call initiated by the agent at extension 1234 begins ringing at station 2022. Note that no CONNECT event is reported for this call at this time since the Avaya IR system is not yet monitoring this call.
8. The screening agent at extension 1234 then presses the Transfer button again. This merges the two calls at the screening agent's telephone and drops the screening agent from the resultant call. Note that no END event is reported at this time.
9. A CONNECT event is passed to the monitoring application for VDN 7771 with the following information:

Connected Party Number	2022
Calling Party Number	3035551726
Called Party Number	9085557771
Switch Data	�
Trunk Group Id	�
Call Id	105
Other Call Id	101
LAI Display Info	�
VIS Data	�
Routing ID	�
Return Field	C

Note that this CONNECT event for blind transfers to stations is not passed to a monitoring application until the screening agent completes the transfer by pressing the Transfer button a second time.

10. The specialized agent at 2022 answers the transferred call and begins interacting with the original caller.
11. The specialized agent at 2022 completes the call and disconnects.
12. An END event is passed to the monitoring application for VDN 7771 with the following information:

Connected Party Number	2022
Calling Party Number	3035551726
Called Party Number	9085557771
Switch Data	�
Trunk Group Id	�
Call Id	105
Other Call Id	101
LAI Display Info	�
VIS Data	�
Routing ID	�
Return Field	E

Note that for blind transfers to stations as described in this scenario, the second CONNECT event identifies the original call in the Other Call Id field. Note also that this CONNECT event contains ASAI information that pertains to the original call, for example, original ANI and DNIS in the Calling Party Number and Called Party Number fields, respectively. Any LAI display information, VIS data, or switch data that is associated with the original call is also carried forward.

Agent-to-agent transfer via a VDN and consult transfer

A call is delivered to an agent within a screening split. The screening agent transfers the call using consult transfer to a group of specialized agents.

Example

1. A caller calling from the telephone number 303-555-1726 calls a toll-free 800 number that is associated with customer service. Calls to that 800 number are processed with a vector that is associated with VDN 7771. VDN 7771 is monitored.
2. The vector that is associated with VDN 7771 queues the call to the split of screening agents.
3. The call is assigned to an agent in the screening split with the extension 1234.
4. A CONNECT event is passed to the monitoring application for VDN 7771 with the following information:

Connected Party Number	1234
Calling Party Number	3035551726
Called Party Number	9085557771
Switch Data	�
Trunk Group Id	�
Call Id	101
Other Call Id	�
LAI Display Info	�
VIS Data	�
Routing ID	�
Return Field	C

5. The screening agent talks with the caller and determines that a transfer is necessary.
6. The screening agent at extension 1234 presses the Transfer button and dials 7772, which is the extension of a monitored VDN.
7. The vector associated with VDN 7772 queues the call to the group of specialized agents.
8. A specialized agent at extension 4440 is selected for the call that was placed by the agent at extension 1234.
9. A CONNECT event is passed to the monitoring application for VDN 7772 with the following information:

Connected Party Number	4440
Calling Party Number	1234
Called Party Number	7772
Switch Data	�
Trunk Group Id	�
Call Id	105
Other Call Id	�
LAI Display Info	�
VIS Data	�
Routing ID	�
Return Field	C

10. The screening agent and the specialized agent talk privately while the original caller is on hold.
11. The screening agent at extension 1234 then presses the Transfer button again. This merges the two calls at the screening agent's telephone and drops the screening agent from the resultant call. The original caller is now connected to the specialized agent at extension 4440. Note that no END event is reported at this time.
12. The specialized agent at extension 4440 interacts with the original caller.
13. The specialized agent at 4440 completes the call and disconnects.
14. An END event is passed to the monitoring application for VDN 7772 with the following information:

Connected Party Number	4440
Calling Party Number	3035551726
Called Party Number	9085557771
Switch Data	�
Trunk Group Id	�
Call Id	105
Other Call Id	101
LAI Display Info	�
VIS Data	�
Routing ID	�
Return Field	E

Note that for consult transfers to monitored domains as described in this scenario, the second CONNECT event does not identify the original call in the Other Call Id field. Note also that this CONNECT event does not contain ASAI information that pertains to the original call. Only call events passed to a monitoring application after the transfer is completed contain this information, for example, the END event or a CONNECT event for a subsequent blind transfer. Any LAI display information, Avaya IR system data, or switch data that is associated with the original call is also carried forward and reported in call events that are reported after the transfer is complete.

Agent-to-agent transfer to a station via a consult transfer

A call is delivered to an agent within a screening split. The screening agent transfers the call using consult transfer to a specialized agent at an individual station.

Example

1. A caller calling from the telephone number 303-555-1726 calls a toll-free 800 number that is associated with customer service. Calls to that 800 number are processed with a vector that is associated with VDN 7771. VDN 7771 is monitored.
2. The vector that is associated with VDN 7771 queues the call to the split of screening agents.
3. The call is assigned to an agent in the screening split with the extension 1234.
4. A CONNECT event is passed to the monitoring application for VDN 7771 with the following information:

Connected Party Number	1234
Calling Party Number	3035551726
Called Party Number	9085557771
Switch Data	�
Trunk Group Id	�
Call Id	101
Other Call Id	�
LAI Display Info	�
VIS Data	�
Routing ID	�
Return Field	C

5. The screening agent talks with the caller and determines that a transfer is necessary.
6. The screening agent at extension 1234 presses the Transfer button and dials 2022. Extension 2022 identifies an individual station that is associated with a single, specialized agent.
7. The second call that was initiated by the agent at extension 1234 begins ringing at station 2022. Note that no CONNECT event is reported for this call at this time since the Avaya IR system is not yet monitoring this call.
8. The specialized agent at extension 2022 answers the call from the screening agent at extension 1234.
9. The screening agent and the specialized agent talk privately while the original caller is on hold.
10. The screening agent at extension 1234 then presses the Transfer button again. This merges the two calls at the screening agent's telephone and drops the screening agent from the resultant call. The original caller is now connected to the specialized agent at extension 2022. Note that no END event is reported at this time.
11. A CONNECT event is passed to the monitoring application for VDN 7771 with the following information:

Connected Party Number	2022
Calling Party Number	3035551726
Called Party Number	9085557771
Switch Data	�
Trunk Group Id	�
Call Id	105
Other Call Id	101
LAI Display Info	�
VIS Data	�
Routing ID	�
Return Field	C

Note that this CONNECT event for consult transfers to stations is not passed to a monitoring application until the screening agent completes the transfer by pressing the Transfer button a second time.

12. The specialized agent at 2022 interacts with the original caller.
13. The specialized agent at 2022 completes the call and disconnects.
14. An END event is passed to the monitoring application for VDN 7771 with the following information:

Connected Party Number	2022
Calling Party Number	3035551726
Called Party Number	9085557771
Switch Data	�
Trunk Group Id	�
Call Id	105
Other Call Id	101
LAI Display Info	�
VIS Data	�
Routing ID	�
Return Field	E

Note that for consult transfers to stations as described in this scenario, the second CONNECT event identifies the original call in the Other Call Id field. Note also that this CONNECT event contains ASAI information that pertains to the original call, for example, original ANI and DNIS in the Calling Party Number and Called Party Number fields, respectively. Any LAI display information, Avaya IR system data, or switch data that is associated with the original call is also carried forward.

Avaya IR system-to-agent transfer via an ACD split

A call is delivered to a Avaya IR system telephony channel and serviced by an ASAI voice response application. An account number is collected in the voice application in preparation for a data screen delivery application based on this account number. The call is then transferred to a live agent group.

Example:

1. A caller calling from the telephone number 303-555-1726 calls a toll-free 800 number that is associated with customer service. Calls to that 800 number are processed with a vector that is associated with VDN 7771. VDN 7771 is not monitored.
2. The vector that is associated with VDN 7771 routes the call to the Avaya IR system split with a "route to" step. Note that this split is monitored, but not by a monitoring application used to retrieve call events. This split is monitored internally by the Avaya IR system to support ASAI voice response applications that make use of the A_Callinfo and A_Tran external functions.
3. The call is answered by a telephony channel and serviced by a voice response application. No CONNECT event is passed to a monitoring application for the call at this point. Assume, however, that this call is assigned call ID 101. This call ID would be available within the voice application by using the A_Callinfo external function.
4. The voice application collects an account number from the caller. In this example, it is assumed that the account number is 987654321.
5. The A_Tran external function is used within the voice application to transfer the call to the monitored ACD split 7777. The Destination Number field of A_Tran is set to 7777 and the Avaya IR system Data field of A_Tran is set to 987654321.
6. When the transfer is executed, the voice application terminates. This allows the telephony channel to service additional calls.
7. The call queues to the monitored ACD split 7777.
8. An agent at extension 1234 within ACD split 7777 is selected for the call.
9. A CONNECT event is passed to the monitoring application for ACD split 7777 with the following information:

Connected Party Number	1234
Calling Party Number	3035551726
Called Party Number	9085557771
Switch Data	�
Trunk Group Id	�
Call Id	105
Other Call Id	101
LAI Display Info	�
VIS Data	987654321
Routing ID	�
Return Field	C

10. The agent at extension 1234 answers the call and interacts with the caller.
11. The agent at extension 1234 completes the call and disconnects.
12. An END event is passed to the monitoring application for ACD split 7777 with the following information:

Connected Party Number	1234
Calling Party Number	3035551726
Called Party Number	9085557771
Switch Data	�
Trunk Group Id	�
Call Id	105
Other Call Id	101
LAI Display Info	�
VIS Data	987654321
Routing ID	�
Return Field	E

Note that for Avaya IR system-to-agent transfers as described in this scenario, only one CONNECT event is reported to a monitoring application. This CONNECT event is reported when a live agent answers the transferred call. Not also that this CONNECT event contains data in the Avaya IR system Data field if such data was saved in the voice application by the use of the A_Tran external function. The CONNECT event also identifies the original call in the Other Call Id field and contains ASAI information that pertains to the original call, for example, original ANI and DNIS in the Calling Party Number and Called Party Number fields, respectively. Any LAI display information or switch data that is associated with the original call is also carried forward.

Note that the call can also be transferred from the Avaya IR system to a nonmonitored domain or individual station. In this case, the call events are the same as those described in this scenario. The call events, however, are passed to a CTL-type of monitoring application instead of a VDN-type or ACD-split-type of monitoring application. Also, A_Tran must be used to ensure that the CTL-type monitoring application receives the call events for the transferred call.

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