How the DEFINITY ECS works with CentreVu Internet Solutions  

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1. Agent login�the functionality of the DEFINITY ECS can be described in the context of agent operations during CentreVu Internet Solutions sessions. To staff a CentreVu Internet Solutions agent position, an agent uses a browser to access a login Web page, then enters the Expert Agent Selection (EAS) agent ID and the physical extension where the agent will receive sessions. The agent submits the completed form to the ICM server. The ICM server sends a login request containing the agent's ID and extension to the CentreVu Computer Telephony server, which uses the ASAI to log in the agent. This lets the DEFINITY ECS know about the agent.

2. ICM receives session�when the ICM server receives a session request (real-time or messaging) from the Internet, it launches the session to the DEFINITY ECS using the Vector Directory Number (VDN) extension specified. The DEFINITY ECS uses vectoring to process the session and uses EAS skills to deliver it to an agent's telephone.

3. Reporting progress�throughout this process the DEFINITY ECS is reporting the progress of the session to the CentreVu Computer-Telephony server. When the agent answers the session, the agent's phone extension is sent to the ICM server by way of the CentreVu Computer-Telephony server so that the ICM server knows which agent to connect to the Agent Control Window (the user interface for the agent).

4. Disconnecting the session�once a session connects, the agent can disconnect it using different methods. The following list explains what happens during each disconnect method:

   • If the agent hangs up using the telephone, the DEFINITY ECS notifies the ICM server by way of the CentreVu Computer-Telephony server that the session has been dropped.

   • If the agent drops the session through the Agent Control Window (or the Close or Suspend buttons for messages), the ICM server notifies the DEFINITY ECS by way of the CentreVu Computer-Telephony server that the session has been dropped.

5. Log out�the agent can log out using different methods. The following list explains what happens during each logout method:

   • When the agent logs out by way of the browser, the ICM server notifies the DEFINITY ECS through theCentreVu Computer-Telephony server by issuing a logout request.

   • If the agent logs out by way of the DEFINITY ECS using the telephone, the ICM server is notified through the CentreVu Computer-Telephony server.