Excerpt from Call Flow Book
Example One – Call stays within Call Center it first arrives at
In this example the caller dials a Toll Free Number to check their order status. ICM routes the call and it is answered by the IVR. The customer checks the order status and has a question, zero is pressed and the call is sent to an agent at the same site. There are two processes in the call, Pre Route and Post Route.
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Pre Routing |
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# |
Action |
Details |
Services & Equipment |
Managed By |
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1 |
Caller Picks up Telephone |
Local Central Office provides dial tone |
LEC Central Office |
SCMI |
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2 |
Caller dials toll free number |
Central office process call, refers to TFN database to determine carrier |
LEC Central Office and carrier database |
SCMI |
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3 |
LEC send call to carrier |
ATT receives and processes call |
ATT transports call |
SCMI |
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4 |
Call arrives at ATT Network |
ATT looks at TFN database |
ATT TFN Data base |
SCMI |
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5 |
Request for Routing Detail |
ATT sends routing request. Process starts (*) |
ATT, ICM |
SCMI, (VENDOR), STRAIGHT ARROW |
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6 |
Availability of Resources |
All resources of equipment availability are updated constantly |
ICM |
(VENDOR), STRAIGHT ARROW |
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7 |
Routing Rules - Pre Route |
ICM database |
ICM database, [Fixed or resource based routing] |
(VENDOR), STRAIGHT ARROW |
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8 |
Route Request Answered |
ICM signals ATT on how to route call, ICM Signals ATT within 400 MS of start of process (*) |
ATT |
SCMI |
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9 |
Routing Request Processed |
ATT routes call |
ATT Network |
SCMI |
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10 |
Call Arrives at NSC |
ATT delivers call |
ATT Transport, PBX |
SCMI |
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11 |
Call delivered to IVR |
IVR answers calls |
IVR |
SCMI, STRAIGHT ARROW |
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12 |
Routing Rules - Post Route |
Caller chooses to zero out, ICM database [if no zero out, call is terminated at this point] |
ICM database [Fixed or resource based routing] |
(VENDOR), STRAIGHT ARROW |
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Post Routing |
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# |
Action |
Details |
Services & Equipment |
Managed By |
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13 |
Decision Tree - Send Local |
Decision is made for call to remain at NSC |
ICM database |
(VENDOR), STRAIGHT ARROW |
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14 |
Call is in IVR and caller presses zero |
Caller checks account, then presses zero to reach an attendant. ICM determines to leave the call at the site. |
IVR, ICM |
IVR, STRAIGHT ARROW |
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15 |
IVR signals PBX |
IVR sends Converse Dialing Step, PBX disconnects call from IVR, sends it to Aspect |
IVR , PBX , Aspect |
SCMI, STRAIGHT ARROW |
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16 |
Aspect Answers Call |
Aspect answers, plays message, queues call, answered by agent |
Aspect |
STRAIGHT ARROW |
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17 |
Call Terminates |
Caller disconnects after call is handled by agent |
Aspect, PBX , ATT, Originating Central Office |
STRAIGHT ARROW, SCMI |
The next page shows the call in graphical format and numbers in RED may be referenced to the above chart.
The drawing is a “functional” diagram and may not fully reflect the detailed interconnection of the equipment. Calls between sites (back office), i.e. Los Angeles to Baltimore, using the AT&T SDN network are not shown. The Houston site is for Disaster Recovery and this site, the routings in the AT&T network, and other details of this site are not part of this document. This document covers only calls to the main toll free number.
Note: (VENDOR) was involved in the development and installation, after installation the (VENDOR) responsibilities were taken over by STRAIGHT ARROW. After the SCMI Contract is assumed by STRAIGHT ARROW the SCMI Responsibilities will be taken over by STRAIGHT ARROW.