Data Flow Scenarios Preview Mode

 The following is a typical data flow scenario for Preview mode: 

1. The agent requests that Preview mode begin. 

2. The agent requests a preview record. 

3. The agent either rejects the record or makes the call.

• If the agent rejects the record, it is returned to OCS. The agent then has two choices:
  • Request the end of Preview dialing mode and log out.
  • Return to Step 2.

• If the agent makes the call and if the customer requests no further calls for this campaign or no more calls ever, the agent requests OCS to mark the record as RecordCancel or DoNotCall. The agent then has two choices:
  • Return to Step 2.
  • Request the end of Preview dialing mode and log out.

• If the call reaches the customer, the agent updates the call results and custom fields. Next, the agent can terminate the call, sending the final call transaction back to OCS, or the customer can ask to reschedule the call. The agent then receives the rescheduled record. The agent then has two choices:
  • Return to Step 2.
  • Request the end of Preview dialing mode and log out.

• If the call does not reach the customer, the agent can call an alternate (chained) record.

• If there are additional records in the chain, the agent requests a chained preview record and returns the beginning of this Step 3.

• If there are no additional records in the chain, the agent updates the call results and custom fields, sending the final call transaction back to OCS. The agent then has two choices:
  • Return to Step 2.
  •  Request the end of Preview dialing mode and log out.

The data flow for Preview mode starts differently from that of the data flow for Predictive mode or Progressive mode, but is identical once the agent is connected to the customer. The data flow for a typical Preview mode call. The agent is already logged in to the system.  

“Preview Mode Data Flow” 

1.      The agent reports to OCS that he or she is ready to begin work in Preview mode. 

2.      OCS sends back an acknowledgment or error message. 

3.      The database sends a record or records to OCS, which forwards the records to the agent. These records might include previously scheduled calls. 

4.      The agent signals T-Server to initiate a call. T-Server initiates the call. 

5.      T-Server determines that the call is connected and signals the agent. The agent determines the status of the connection (fax, answering machine, modem, or customer). If the call is connected to a customer, the agent proceeds with the call. 

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 request, or other data. The agent sends the updated record to OCS. 

7.      OCS either 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 (Steps 6 through 8). 

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

9.      OCS sends the agent either an acknowledgment that the transaction is complete or an error message. 

10.   At the same time, OCS sends the final update to the database. 

 

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