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Agent-to-agent transfer via a VDN and consult transfer

A call is delivered to an agent within a screening split. The screening agent transfers the call using consult transfer to a group of specialized agents.

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 7772, which is the extension of a monitored VDN.
  7. The vector associated with VDN 7772 queues the call to the group of specialized agents.
  8. A specialized agent at extension 4440 is selected for the call that was placed by the agent at extension 1234.
  9. A CONNECT event is passed to the monitoring application for VDN 7772 with the following information:

    Connected Party Number

    4440

    Calling Party Number

    1234

    Called Party Number

    7772

    Switch Data

     

    Trunk Group Id

     

    Call Id

    105

    Other Call Id

     

    LAI Display Info

     

    VIS Data

     

    Routing ID

     

    Ucid

     

    Uui

     

    Ani II Digits

     

    Redirecting Number

     

    Return Field

    C

  10. The screening agent and the specialized agent talk privately while the original caller is on hold.
  11. 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. The original caller is now connected to the specialized agent at extension 4440. Note that no END event is reported at this time.
  12. The specialized agent at extension 4440 interacts with the original caller.
  13. The specialized agent at 4440 completes the call and disconnects.
  14. An END event is passed to the monitoring application for VDN 7772 with the following information:

    Connected Party Number

    4440

    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 consult transfers to monitored domains as described in this scenario, the second CONNECT event does not identify the original call in the Other Call Id field. Note also that this CONNECT event does not contain ASAI information that pertains to the original call. Only call events passed to a monitoring application after the transfer is completed contain this information, for example, the END event or a CONNECT event for a subsequent blind transfer. Any LAI display information, Avaya IR system data, or switch data that is associated with the original call is also carried forward and reported in call events that are reported after the transfer is complete.

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