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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

     

    Ucid

     

    Uui

     

    Ani II Digits

     

    Redirecting Number

     

    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

     

    Ucid

     

    Uui

     

    Ani II Digits

     

    Redirecting Number

     

    Return Field

    E

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