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.

For blind transfers, support for transferring VoIP station calls using the <object> tag in VoiceXML applications has been introduced in IR R2.0. Blind transfers of VoIP station calls in VoiceXML applications are also supported using the the <transfer> tag

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

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