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Working With Queues

Multiple-Queue Call Treated at an IVR Port: Treatment at IVR Queue

The following graphic and table describe a multiple-queue call treated an an IVR port: treatment at the IVR queue.

Multiple Queue, Call Treated at an IVR Port: Treatment at IVR Queue


A Q1 Q2 Q3 IVR Agent
Inbound

/Internal Call to Q1

Call to Q1
EventDialing

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN* Q1
OtherDNRole Destination

EventQueued

ConnID 1
ThisDN Q1
ThisQueue Q1
OtherDN A

Call Placed in Second Queue
EventQueued

ConnID 1
ThisDN Q2
ThisQueue Q2
OtherDN A

Call Placed in IVR Queue for Treatment When No Agents Ready
EventQueued

ConnID 1
ThisDN Q2
ThisQueue Q2
OtherDN A

EventDiverted

ConnID 1
ThisDN Q3
ThisQueue Q3
OtherDN A
ThirdPartyDN IVR DN
CallState ConverseOn

EventRinging

ConnID 1
ThisDN IVR
ThisQueue Q3
OtherDN A
CallState ConverseOn

Answer
EventEstablished

ConnID 1
ThisDN IVR
ThisQueue Q3
OtherDN A

Agent Ready
EventDiverted

ConnID 1
ThisDN RQ2
ThisQueue RQ2
OtherDN A
ThirdPartyDN AgentDN

EventDiverted

ConnID 1
ThisDN Q2
ThisQueue Q2
OtherDN A
ThirdPartyDN AgentDN

EventReleased a

ConnID 1
ThisDN IVR
ThisQueue Q3
OtherDN A

EventRinging

ConnID 1
ThisDN AgentDN
ThisQueue Q1
OtherDN A

Answer
EventEstablishedb

ConnID 1
ThisDN A
OtherDN AgentDN
CallState OK

EventEstablished

ConnID 1
ThisDN AgentDN
ThisQueue Q1
OtherDN A
CallState OK

a. EventReleased can occur before an agent becomes available because the IVR finishes call treatment. b. In some deployments, EventEstablished for party A can occur at the same time as the IVR EventEstablished, especially if a call comes through the PSTN.


Abnormal Call Flow
Interruption Point A Q1 Q2 Q3 IVR Agent
* EventReleased

OtherDN Q1

EventAbandoned

ConnID 1
ThisDN Q1
OtherDN A

EventAbandoned

ConnID 1
ThisDN Q2
OtherDN A

EventAbandoned

ConnID 1
ThisDN Q3
OtherDN A

EventReleased

ConnID 1
ThisDN IVR
OtherDN A

Multiple-Queue, Call Treated at an IVR Port: Direct Treatment at IVR Port

The following graphic and table describe a multiple-queue call treated at an IVR port: direct treatment at the IVR queue.

Multiple Queue, Call Treated at an IVR Port: Direct Treatment at IVR Port


External Party Q1 Q2 IVR Agent
Inbound

/Internal Call to Q1

Call to Q1
EventDialing

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN* Q1
OtherDNRole Destination

EventQueued

ConnID 1
ThisDN Q1
ThisQueue Q1
OtherDN A

Call Placed in Second Queue
EventQueued

ConnID 1
ThisDN Q2
ThisQueue Q2
OtherDN A

Call Placed Directly to IVR Port
EventRinging

ConnID 1
ThisDN IVR
OtherDN A
CallState ConverseOn

Answer
EventEstablished

ConnID 1
ThisDN IVR
OtherDN A

Agent Ready
EventDiverted

ConnID 1
ThisDN RQ2
ThisQueue RQ2
OtherDN A
ThirdPartyDN AgentDN

EventDiverted

ConnID 1
ThisDN Q2
ThisQueue Q2
OtherDN A
ThirdPartyDN AgentDN

EventReleased a

ConnID 1
ThisDN IVR
OtherDN A

EventRinging

ConnID 1
ThisDN AgentDN
ThisQueue Q1
OtherDN A

Answer
EventEstablished b

ConnID 1
ThisDN A
OtherDN AgentDN
CallState OK

EventEstablished

ConnID 1
ThisDN AgentDN
ThisQueue Q1
OtherDN A
CallState OK

a. EventReleased can occur before an agent becomes available because the IVR finishes call treatment. b. In some deployments, EventEstablished for party A can occur at the same time as the IVR EventEstablished, especially if a call comes through the PSTN.


Abnormal Call Flow
Interruption Point External Party Q1 Q2 IVR Agent
* EventReleased

OtherDN Q1

EventAbandoned

ConnID 1
ThisDN Q1
OtherDN A

EventAbandoned

ConnID 1
ThisDN Q2
OtherDN A

EventReleased

ConnID 1
ThisDN IVR
OtherDN A

Multiple-Queue Call: Call Removed from Queue

The following graphic and table describe a multiple-queue call: with the call removed from the queue.

Multiple-Queue Call: Call Removed from Queue


A Q1 Q2 IVR Agent
Inbound Call to Q1 Call to Q1
EventQueued

ConnID 1
ThisDN Q1
ThisQueue Q1
OtherDN A

Call Placed in

Second Queue

EventQueued

ConnID 1
ThisDN Q2
ThisQueue Q2
OtherDN A

Call Placed in

Third Queue for
Treatment When
No Agents Ready

EventQueued

ConnID 1
ThisDN Q3
ThisQueue Q3
OtherDN A

Call Cleared

from Third
Queue

EventDiverted

ConnID 1
ThisDN Q3
ThisQueue Q3
OtherDN A
CallState Cleared

Agent Ready
EventDiverted

ConnID 1
ThisDN Q1
ThisQueue Q1
OtherDN A
ThirdPartyDN AgentDN

EventDiverted

ConnID 1
ThisDN Q2
ThisQueue Q2
OtherDN A
ThirdPartyDN AgentDN

EventRinging

ConnID 1
ThisDN AgentDN
ThisQueue Q1
OtherDN A
CallState OK

Answer
EventEstablished

ConnID 1
ThisDN AgentDN
ThisQueue Q1
OtherDN A
CallState OK

This page was last modified on March 21, 2018, at 17:48.

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