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
   Ucid
   Uui
   Ani II Digits
   Redirecting Number
   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
    Ucid
    Uui
    Ani II Digits
    Redirecting Number
    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
    Ucid
    Uui
    Ani II Digits
    Redirecting Number
    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.

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