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The topics in this section provide the following examples of data screen delivery call flows and the contents of the call events that result from these call flows:
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.
For 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:
