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Multiple concurrent telephone calls
VTel allows an agent to handle multiple telephone calls concurrently, subject to the
limitations of the telephone switch. Generally, an agent handles only one telephone call at
a time. In some cases, however, it is useful to have more than one call open in VTel:
an agent with multiple line appearances places one call on hold while placing another
●
call for consultation
an agent with multiple line appearances places one call on hold while answering
●
another direct call
an agent continues wrap-up activities after disconnecting a call and another direct call
●
comes in
An external application must be able to handle multiple simultaneous calls from Avaya
Computer Telephony for IC. The EDU ID uniquely identifies each call and is used to
associate messages with the correct call.
Multiple concurrent telephone calls
Issue 2.1 August 2003
29
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