AT&T 585-350-812 - Manual (Page 32)

2-16
ASAI Application Planning and Design
The persons responsible for administration and application development must
thoroughly understand the call flow described previously. In addition, note the fol-
lowing:
■ With a consult transfer, Agent 1 and Agent 2 generally both view the call
data in a private consultation while the caller is on soft hold.
■ Calls can be transferred either to a monitored domain or to an individual
station. For a consult transfer to a monitored domain, the following must be
considered:
— When Agent 2 is selected to receive the call from Agent 1, a CON-
NECT event is made available to a monitoring script. Since Agent 1
stays on the line until Agent 2 answers, the two calls have not yet
have been merged. This implies that the CONNECT event for the
second call does not contain information pertinent to the first call.
The Other Call ID field for the second CONNECT event, for exam-
ple, is NULL and does not contain the call ID of the first call. Also,
for example, the Calling Party Number field contains the extension
for Agent 1 and not the ANI for the caller. This is because the sec-
ond call is viewed as a new, direct call to Agent 2 from Agent 1. The
VIS cannot assume that the two calls will eventually be merged
since, in some cases, they may not be merged. Hence, the two calls
cannot be correlated by using call ID’s from CONNECT events.
— In this case, the Calling Party Number field of the second CON-
NECT event should be used to correlate the two calls. This field
contains the extension for Agent 1.The host application can assume
that Agent 1 is performing a consult transfer. The host application
could then retrieve the appropriate data from Agent 1’s data-termi-
nal screen and deliver it to Agent 2’s data-terminal screen. After the
two agents consult, Agent 1 can complete the transfer by pressing
the Transfer button a second time. No additional CONNECT event is
passed to a monitoring script when the transfer is completed.
For consult transfer to a station, the following must be considered:
— A CONNECT event for the second call is passed to a monitoring
script only after the transfer is completed when the Transfer button
is pressed the second time by Agent 1. This means that when Agent
1 and Agent 2 are talking privately, the host application will not have
been notified about the second call to Agent 2. This is because the
second call is placed to a station and not to a monitored domain.
The VIS, therefore, does not receive events for the second call until
the two calls are merged. The host application can be programmed
to allow the receiving station to query for the data. After the transfer
is complete, a CONNECT event is passed to a monitoring script.
This CONNECT event contains information pertinent to the first call.
The Other Call ID field of this CONNECT event, for example, con-