Avaya IR system-to-agent transfer via an ACD split

A call is delivered to a Avaya IR system telephony channel and serviced by an ASAI voice response application. An account number is collected in the voice application in preparation for a data screen delivery application based on this account number. The call is then transferred to a live agent group.

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 not monitored.
2. The vector that is associated with VDN 7771 routes the call to the Avaya IR system split with a "route to" step. Note that this split is monitored, but not by a monitoring application used to retrieve call events. This split is monitored internally by the Avaya IR system to support ASAI voice response applications that make use of the A_Callinfo and A_Tran external functions.
3. The call is answered by a telephony channel and serviced by a voice response application. No CONNECT event is passed to a monitoring application for the call at this point. Assume, however, that this call is assigned call ID 101. This call ID would be available within the voice application by using the A_Callinfo external function.
4. The voice application collects an account number from the caller. In this example, it is assumed that the account number is 987654321.
5. The A_Tran external function is used within the voice application to transfer the call to the monitored ACD split 7777. The Destination Number field of A_Tran is set to 7777 and the Avaya IR system Data field of A_Tran is set to 987654321.
6. When the transfer is executed, the voice application terminates. This allows the telephony channel to service additional calls.
7. The call queues to the monitored ACD split 7777.
8. An agent at extension 1234 within ACD split 7777 is selected for the call.
9. A CONNECT event is passed to the monitoring application for ACD split 7777 with the following information:

   Connected Party Number	1234
   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	987654321
   Routing ID
   Ucid
   Uui
   Ani II Digits
   Redirecting Number
   Return Field	C

10. The agent at extension 1234 answers the call and interacts with the caller.
11. The agent at extension 1234 completes the call and disconnects.
12. An END event is passed to the monitoring application for ACD split 7777 with the following information:

    Connected Party Number	1234
    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	987654321
    Routing ID
    Ucid
    Uui
    Ani II Digits
    Redirecting Number
    Return Field	E

Note that for Avaya IR system-to-agent transfers as described in this scenario, only one CONNECT event is reported to a monitoring application. This CONNECT event is reported when a live agent answers the transferred call. Not also that this CONNECT event contains data in the Avaya IR system Data field if such data was saved in the voice application by the use of the A_Tran external function. The CONNECT event also identifies the original call in the Other Call Id field and 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 or switch data that is associated with the original call is also carried forward.

Note that the call can also be transferred from the Avaya IR system to a nonmonitored domain or individual station. In this case, the call events are the same as those described in this scenario. The call events, however, are passed to a CTL-type of monitoring application instead of a VDN-type or ACD-split-type of monitoring application. Also, A_Tran must be used to ensure that the CTL-type monitoring application receives the call events for the transferred call.

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