Nortel Contact Center Manager User Manual page 16

Getting started
The call is routed to an IVR port.
The caller receives an IVR treatment that prompts the caller to respond
by using phoneset keys.
The IVR collects data from the customer.
The IVR transfers the call to a CDN.
The IVR passes collected data to the server and is available in scripting
through the CALL DATA intrinsic.
3. Contact Center Manager Server previously set the CDN state to controlled.
As a result, the call then remains queued at the CDN to await further call-
processing instructions from the server.
4. The CS 2x00/DMS switch sends a call queued notification to Contact
Center Manager Server. The server responds with ringback treatment
within the timeout defined for the CDN (ICCM_RESPTM). If the treatment
is not received then the Default Mode takes effect.
5. The call remains at the CDN to await further call-processing instructions
from Contact Center Manager Server.
Contact Center Manager Server applies treatments (for example, MUSIC,
and Recorded Announcement [RAN]) as defined in scripting to the call.
When an idle agent is available, Contact Center Manager Server instructs
the CS 2x00/DMS switch to route the call to the agent. This provides skill-
based routing of calls.
6. The agent services the call. Coordinated data transfer with the call is
available using the CCT. For example, caller information is sent to the
agent's desktop as the call rings.
If the CDN is not in the controlled state or Contact Center Manager Server does
not respond in time, then Default Mode is in operation. The selection of an agent
is defined by the ACD group parameters and the call queuing algorithm on the
CS 2x00/DMS switch.
16
Standard 4.06
Contact Center Manager