9.18 |
Prerequisites for Contact Center Applications |
Definition |
| Using a multiple pilot station number, it is possible to access the same UCD group with different station numbers. This function is implemented by configuring a virtual station within call management. |
| The multi-pilot station number is treated in the same way as call forwarding. The information on the multi-pilot station number is delivered by the last call forwarding device and forwarded to a queue in the appropriate UCD group. There are no events on the telephone that represent the multiple pilot station number. |
Incoming Call to a UCD without Available Agents |
| The following scenario describes an incoming call to a multi-pilot station number (D2). The call is forwarded by call management to the appropriate UCD group (D3). Since a telephone (UCD agent) is not available, the call is held in the call distribution queue until an agent becomes free. |
| The calling telephone (D1) is outside the CSTA subdomain, which means that events are not displayed for this telephone. In this scenario, telephone N1 represents the network interface device (CO) belonging to the calling telephone. |
Agent Becomes Available |
| In this scenario, a UCD agent (D4) becomes available, and the call that had previously been held in the UCD group queue (represented by the multi-pilot station number D2) is put through to this agent. |
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Call is Forwarded to Another Multi-Pilot Station Number |
| In this example, a call that had previously been held in the queue for the UCD group D3 (represented by the first multi-pilot station number D2), is forwarded to a second multi-pilot station number (D5); this in turn is connected to the same UCD group (D3). |
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Call is Forwarded by an Agent to Another Multi-Pilot Station Number |
| In this example, a call that had previously been distributed to the UCD group D3 (represented by the first multi-pilot station number D2), is forwarded by agent D4 to a second multi-pilot station number (D5); this in turn is connected to the same UCD group (D3). |
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Model-Specific Data |
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| HiPath 3000/5000 V9, Feature Description, Issue 7 | up  |
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| Disclaimer & Copyright | ID: P31003H3590F100017618 | 2012-06-25 |