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10.2.11.3. Use Cases Previous topic Parent topic Child topic Next topic

  1. Basic call
    • ACD incoming call on AP x is routed directly to an agent on AP y.
    Details:
    1. incoming call using CO trunk located on AP x
      • call enters ACD queue
      • agent available and OpenScape Contact Center routes the call to agent on AP y using CSTA_DEFLECT_CALL_REQUEST
    • ACD incoming call on OpenScape 4000 host system is routed directly to an agent on AP x.
    Details:
    1. incoming call using CO trunk located on OpenScape 4000 host system
      • call enters ACD queue
      • agent available and OpenScape Contact Center routes the call to agent on AP x using CSTA_DEFLECT_CALL_REQUEST
    • ACD incoming call on AP x is routed directly to an agent on OpenScape 4000 host system.
    Details:
    1. incoming call using CO trunk located on AP x
      • call enters ACD queue
      • agent available and OpenScape Contact Center routes the call to agent on OpenScape 4000 host system using CSTA_DEFLECT_CALL_REQUEST
  2. Scenarios with XMU (AMO RCSU) ports
    • ACD incoming call on AP x is routed to XMU (OpenScape 4000 host system) and then redirected to an agent at AP x.
    Details:
    1. incoming call using CO trunk located on AP x.
    • ACD incoming call on AP x is routed to XMU (OpenScape 4000 host system) and then redirected to an agent at AP y.
    Details:
    1. incoming call using CO trunk located on AP x
    • ACD incoming call on AP x is routed to XMU (OpenScape 4000 host system) and then redirected to an agent at OpenScape 4000 host system
    Details:
    1. incoming call using CO trunk located on AP x
    • ACD incoming call on OpenScape 4000 host system is routed to XMU (OpenScape 4000 host system) and then redirected to an agent at AP x
    Details:
    1. incoming call using CO trunk located on OpenScape 4000 host system
      INFO:
      In case that no agent becomes available during announcement, the ACD call is routed back to RCG/DNIT via CSTA_DEFLECT_CALL_RE­QUEST and then a new agent search begins. I.e. use case 2 works for 2 cases: a. an agent gets available during announcement b. no agent gets available during announcement and a new search begins.
      INFO:
      If ACD music/announcements (XMU configured as RCSU ports) are used, ACD only switches paths, connecting caller TSL with XMU TSL. If no payload possible, there is no mechanism to use alternate path to listen to these ports. The call is still in ACD queue and can be routed anytime to any agent using CSTA_DEFLECT_CALL_REQUEST as described in Note 1 above. As alternative to RCSU ports, Call Directors can be used (see use case Scenarios with Call Director (AMO SCSU) ports (analog device)).
  3. Scenarios with Call Director (AMO SCSU) ports (analog device)
    • ACD incoming call on AP x is routed to Call Director (OpenScape 4000 host system) and then redirected to an agent at AP x
    Details:
    1. incoming call using CO trunk located on AP x
      • call enters ACD queue
      • OpenScape Contact Center routes the call to Call Director on OpenScape 4000 host system using CSTA_DEFLECT_CALL_REQUEST and caller is connected with Call Director
      • OpenScape Contact Center routes the call back in ACD queue using CSTA_SINGLE_STEP_XFER_CALL_REQUEST, an agent becomes available and OpenScape Contact Center routes the call to the agent on APx using CSTA_DEFLECT_CALL_REQUEST or
      • OpenScape Contact Center routes the call to an agent on AP x using CSTA_SINGLE_STEP_XFER_CALL_REQUEST
    • ACD incoming call on AP x is routed to Call Director (OpenScape 4000 host system) and then redirected to an agent at AP y
    Details:
    1. incoming call using CO trunk located on AP x
      • call enters ACD queue
      • OpenScape Contact Center routes the call to Call Director on OpenScape 4000 host system using CSTA_DEFLECT_CALL_REQUEST and caller is connected with Call Director
      • OpenScape Contact Center routes the call back in ACD queue using CSTA_SINGLE_STEP_XFER_CALL_REQUEST, an agent becomes available and OSCC routes the call to the agent on AP y using CSTA_DEFLECT_CALL_REQUEST or
      • OpenScape Contact Center routes the call to agent on AP y using CSTA_SINGLE_STEP_XFER_CALL_REQUEST
    • ACD incoming call on AP x is routed to Call Director (OpenScape 4000 host system) and then redirected to an agent at OpenScape 4000 host system
    Details:
    1. incoming call using CO trunk located on AP x
      • call enters ACD queue
      • OpenScape Contact Center routes the call to Call Director on OpenScape 4000 host system using CSTA_DEFLECT_CALL_REQUEST and caller is connected with Call Director
      • OpenScape Contact Center routes the call back in ACD queue using CSTA_SINGLE_STEP_XFER_CALL_REQUEST, an agent becomes available and OpenScape Contact Center routes the call to agent on OpenScape 4000 host system using CSTA_DEFLECT_CALL_REQUEST or
      • OpenScape Contact Center routes the call to agent on OpenScape 4000 host system using CSTA_SINGLE_STEP_XFER_CALL_REQUEST
    • ACD incoming call on OpenScape 4000 host system is routed to Call Director (OpenScape 4000 host system) and then redirected to an agent at AP x
    Details:
    1. incoming call using CO trunk located on OpenScape 4000 host system
      • call enters ACD queue
      • OpenScape Contact Center routes the call to Call Director on OpenScape 4000 host system using CSTA_DEFLECT_CALL_REQUEST and caller is connected with Call Director
      • OpenScape Contact Center routes the call back in ACD queue using CSTA_SINGLE_STEP_XFER_CALL_REQUEST, an agent becomes available and OpenScape Contact Center routes the call to the agent on AP x using CSTA_DEFLECT_CALL_REQUEST or
      • OpenScape Contact Center routes the call to agent on A Px using CSTA_SINGLE_STEP_XFER_CALL_REQUEST
      INFO:
      In case that no agent gets available during announcement, the ACD call is routed back to RCG/DNIT via CSTA_SINGLE_STEP_XFER_­CALL_REQUEST and then a new agent search begins. I.e. use case 3 works for 2 cases: a. an agent gets available during announcement b. no agent gets available during announcement and a new search begins.
      INFO:
      This use case works if Call Director is located on AP x.
      INFO:
      This use case works if Call Director is replaced by a DIGITE.
  4. Consultation, call transfer scenarios
  5. In principle it could be that an agent wants to transfer a call to another agent who can be located on the same or in another location where maybe no IP resources are available. The call transfer can occur after every above mentioned scenario.
    INFO:
    Update of numbers on the phone display after transfer via alternate routing is not possible.
  6. Ring No Answer - which can occur after every above mentioned scenario
  7. The ACD call is already ringing, i.e. the destination agent is already seized but not answering the call. After timeout the OpenScape Contact Center/ACD takes the call back and routes it back to the RCG/DNIT via CSTA_DEFLECT_CALL_REQUEST and starts with a new search for agents. This scenario works regardless where the originator trunk is located (OpenScape 4000 host sytsem/AP x or A Py) or where the old/new agent is located.
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