Avaya Interaction Center, Руководство программиста

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Multiple concurrent telephone calls
Issue 2.1 August 2003 29
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.