Data Flow Scenarios Predictive Mode (or Progressive Mode)

 The following is a typical data flow scenario for Predictive mode or Progressive mode: 

1.      When an outbound campaign is started, OCS places the call. 

2.      If the call is answered by a “live” voice, it is connected to an agent. User data attached to the call is delivered to the agent’s desktop. 

3.      The agent updates the user data and the call result. The agent then either processes the call or, if requested by the customer, reschedules the call for a later time as a personal or campaign callback. The data flow for a typical Predictive mode or Progressive mode call. In this instance, the switch has Call Progress Detection (CPD) capability, and T-Server requests the switch to dial the customer number. Alternatively, you could configure the system with the CPD Server, which uses a Dialogic board to dial the call. In either case, the agent is already logged in to the system.   

“Predictive Mode Data Flow”   

1.      OCS sends a request to the database to retrieve a record. 

2.      A record is sent back to OCS, which forwards it to T-Server along with a request to initiate a call. 

3.      T-Server initiates the call. 

4.      T-Server, or another device, interprets the call and determines that the call should be forwarded to an agent. The call result information goes back to OCS. 

5.      At the same time, T-Server transfers the call and customer-specific information to an agent. The agent and the customer are now connected. 

6.      The customer provides data to the agent, who updates the record. This information might include a rescheduled call date and time, a do not call back request, or other data. The agent sends the updated record to OCS. 

7.      After receiving the request, OCS sends an acknowledgment or error message back to the agent. 1.      Note: The agent can update the record as many times as necessary. With each update, OCS stores the data to its internal buffer and responds with an acknowledgment or error message. 

8.      When the agent and customer have finished, and the call ends, the agent sends the final event to OCS that the record is completed. 

9.      OCS responds to the agent desktop with either an acknowledgement that the transaction is complete or with an error message. 

10.   At the same time, the final update goes to the database.