Help desk

Last Updated : Sep 08, 2012 |

The scenario involves a help desk at a computer firm. The help desk is configured into three groups. One group handles hardware problems, the second group handles software problems, and the third group handles general problems. The information provided in the Adjunct Switch Application Interface (ASAI) route request, that is, calling party number, called number, and collected digits, is used to route the call to an appropriate agent. Such an agent can be the one who last serviced the caller, or the next available agent for the specific caller. Also, based on the traffic conditions of Communication Manager and the caller entered digit, the call can be diverted to other destinations such as other ACD splits, announcements, or to another Communication Manager.

Example application - help desk

1. wait-time 0 seconds hearing ringback
2. collect 1 digits after announcement 4704 [Welcome to the TidyBits Computer Corporation help desk. For hardware problems, 
   dial 1. For software problems, dial 2. For general queries, dial 3.]
3. adjunct routing link 12
4. wait-time 4 seconds hearing ringback
5. route-to number 3710 with cov y if digit = 1
6. route-to number 3720 with cov y if digit = 2
7. route-to number 3730 with cov y if digit = 3
8. route-to number 0 with cov n if unconditionally
9. stop

Step 1 of the vector contains the wait-time command to provide the caller with ringback in the event that a TTR is not immediately available. A TTR must be connected for the collect digits command to take effect. In step 2 of the vector, the caller is prompted to enter 1, 2, or 3, based on the type service required by the caller. Thereafter, the adjunct routing link command in step 3 instructs Communication Manager to send a route request to the adjunct processor. The route request contains the called party number, the calling party number, and the digit that is collected in step 2, along with the other pertinent information for adjunct routing. If 1, 2, or 3 is not entered and if the adjunct does not return a route, the call is eventually routed to an attendant (step 8).

If the adjunct routing link command in step 3 succeeds, the adjunct uses the information included in the route request to select the appropriate route for the call. If the caller enters 1 and the adjunct routing link command succeeds, the call is routed to agent who handles hardware related queries. For general hardware problems, the call can be routed to a larger group of ACD agents before the call is queued.