Sample Call Flow with Centralized CPD Server

 The following is a sample call flow using a centralized CPD Server. In this example,

Steps 1 through 7 occur at the central location in a wide-area network (WAN). 

1.      The OCS sends a dial request to the CPD Server. (Both the OCS and CPD Server are at the central location.) 

2.      CPD Server sends a dial request to its Dialogic board. 

3.      The Dialogic board dials the customer’s number. A switch conveys the call to the customer, while the Dialogic board performs call progress detection. 

4.      After receiving an Answer call result, the CPD Server transfers the call to a Routing Point.

5.      A T-Server, that is monitoring the switch to which it is linked (by a CTI link), informs the Router about the call at the Routing Point.

6.      The routing strategy at the central location determines how to route the call. In this example, the routing strategy determines that the call should be routed to an agent at an outlying site. 

7.      The Router sends the call to Inter Server Call Control (ISCC), an external routing feature of T-Server. 

8.      ISCC sends the call to a second switch that is being monitored by a second T-Server. The second switch relays the call to an ACD Queue for a group of agents. In this step, the second switch, the T-Server that monitors it, and the group of agents associated with the ACD Queue, are all at an outlying location in the network.