T-Server Functional Steps - a Sample Call

 The following example outlines some basic steps that T-Server might take when a call arrives from outside the contact center. In this scenario, T-Server starts tracking the call even before it is delivered to the agent. T-Server then informs the selected agent that a call has arrived. When the switch delivers the call to the agent’s extension, T-Server presents account information, collected at an Interactive Voice Response (IVR) unit, to the agent at the agent desktop application. 

Step 1 When the call arrives at the switch, T-Server creates a call in its internal structure. T-Server assigns the call a unique identifier, connection ID. 

Step 2 The switch delivers the call to an Interactive Voice Response (IVR) unit, which begins automated interactions with the caller. 

Step 3 IVR acquires user information from the caller through prompts and requests T-Server to attach that information to the call. T-Server updates the call with the user information. 

Step 4 IVR sends the call to an ACD (Automated Call Distribution) queue. 

Step 5The ACD unit distributes the call to an available agent logged in to a particular DN (directory number). 

Step 6 T-Server notifies the agent desktop application that the call is ringing on the agent’s DN. The notification event contains call data including ANI, DNIS, and account information that the IVR has collected. 

Step 7 The agent desktop application presents the account information, including the name of the person whose account this is, on the agent’s screen, so that the agent answering the call has all the relevant information.  

These seven steps illustrate just a small part of T-Server’s bridging, messaging, and interaction-processing capabilities.

  

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