Automatic Call Distribution

This diagram shows a typical automated call distribution setup. Note that other computer environments may have slightly different configurations. Some of the labels below are followed by corresponding, typical pseudo-code for the agent and control applications.

A. A supervisor logs on to the control application, which in turn connects to the telephony platform. Through the control application, the supervisor can establish the campaign(s), the number of lines needed and other parameters. The control application then sends the appropriate information to the telephony platform to configure the campaign. Thereafter, the application can perform all call management and data passing automatically.

Make connection via NetBIOS or TCP/IP

START

ADD_PROJECT

SET_PROJECT_LINE

SET_INBOUND_PARAMETER

B. Agents log on to the agent application, which in turn connects to the telephony platform, indicating user and campaign ID numbers. The agents can establish when they are ready. During calls they can also issue first-party control commands to hold, transfer or make conference calls or terminate the session.
Make connection via NetBIOS or TCP/IP

SET_USER_DATA

Receive data from NetBIOS or TCP/IP

PULL_NEXT_CALL

Agent receives data

Agent finishes conversation

TERM_VOICE_LINK

Go to PULL_NEXT_CALL

C. Calls come into the telephony platform from the telephone network.

D. The telephony platform gives the control application the phone number of the caller (ANI) and the phone number called (DNIS). The control application then determines where to send the call (either to a particular agent, a group of agents or to an IVR script) and sends commands to do so to the telephony platform. It also tells OTS to assign more specific information to associate with the call for easier retrieval from the database.

SET_CALL_DATA

ROUTE_CALL

E. If there is no one available to take the call, a recorded message is typically sent to the customer and the customer is put on hold. A caller may hear and key into an IVR script during the wait, while remaining in the same place in the queue.

PLAY_VOICE_MESSAGE

F. When an agent on that campaign is available, the call is routed to that agent. Two types of communication happen at the same time:

F1. The customer is transferred to the agent telephone, establishing a voice connection.

F2. The assigned call data is sent from the telephony platform to the agent application, which immediately initiates a screen pop. In multi-user environments where only one connection is set up for all agents, the call data can include an extra field to denote which agent is talking to the customer.

G. Throughout the campaign the control application can issue further instructions to the telephony platform, such as adding or removing a project, and receives messages such as new call received.

INBOUND_ANSWER (OTS generated event)

REMOVE_PROJECT

ADD_PROJECT

SET_PROJECT_LINE

SET_INBOUND_PARAMETER

H. Communication among the agent workstations, MIS platform and telephony platform will be configured according to one's tastes and needs.
© 2007 Calltrol Corporation