Excerpt from Call Flow Book

Call Flow – Caller Dials Toll Free Number

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. 

Pre Routing

 

 

 

 

 

 

 

 

#

Action

Details

Services & Equipment

Managed By

1

Caller Picks up Telephone

Local Central Office provides dial tone

LEC Central Office

SCMI

2

Caller dials toll free number

Central office process call, refers to TFN database to determine carrier

LEC Central Office and carrier database

SCMI

3

LEC send call to carrier

ATT receives and processes call

ATT transports call

SCMI

4

Call arrives at ATT Network

ATT looks at TFN database

ATT TFN Data base

SCMI

5

Request for Routing Detail

ATT sends routing request. Process starts (*)

ATT, ICM

SCMI, (VENDOR), STRAIGHT ARROW

6

Availability of Resources

All resources of equipment availability are updated constantly

ICM

(VENDOR), STRAIGHT ARROW

7

Routing Rules - Pre Route

ICM database

ICM database, [Fixed or resource based routing]

(VENDOR), STRAIGHT ARROW

8

Route Request Answered

ICM signals ATT on how to route call, ICM Signals ATT within 400 MS of start

of process (*)

ATT

SCMI

9

Routing Request Processed

ATT routes call

ATT Network

SCMI

10

Call Arrives at NSC

ATT delivers call

ATT Transport, PBX

SCMI

11

Call delivered to IVR

IVR answers calls

IVR

SCMI, STRAIGHT ARROW

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

  

Post Routing

 

 

 

 

 

 

 

 

#

Action

Details

Services & Equipment

Managed By

13

Decision Tree - Send Local

Decision is made for call to remain at NSC

ICM database

(VENDOR), STRAIGHT ARROW

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

15

IVR signals PBX

IVR sends Converse Dialing Step, PBX disconnects call from IVR, sends it to Aspect

IVR , PBX , Aspect

SCMI, STRAIGHT ARROW

16

Aspect Answers Call

Aspect answers, plays message, queues call, answered by agent

Aspect

STRAIGHT ARROW

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.