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Interaction States

An interaction can be in only one of the following states at any moment:

•Idle - The interaction is inactive. This is an interim state in which Ivanti Voice is not doing anything with the interaction. A caller may hear a recorded greeting during this state.

•Data Collection - The caller is connected to the voice application, which collects the information Ivanti Voice needs to route the interaction.

•Queued - Ivanti Voice has determined the appropriate destination of the interaction and placed the interaction in queue. The caller is waiting for the agent to accept the interaction.

•Delivery Pending - The agent has accepted the interaction and Ivanti Voice is routing the interaction to an agent.

•Held - After talking with the caller, the agent has placed the caller on hold. The caller hears hold music. For an interaction to exit the Held state, the agent that put the interaction on hold must take the interaction off hold, returning the interaction to the delivered state.

•Delivered - The caller is having an active conversation with the agent.

•After-Call Work - The caller has either hung up or the agent has transferred the caller, and the agent is finishing any necessary after-call work, such as filling in fields on a call management record or editing notes about the call.

•Completed - The agent is out of the After-Call Work state and the interaction is over. Ivanti Voice deletes the instance of the interaction from the system. Ivanti Voice reviews the history of each interaction entering the Completed state for statistical purposes.

The life cycle of each interaction extends beyond the period of time that a caller is connected to Ivanti Voice, as shown in the following graphic:

An interaction can involve only one agent and one call. If an agent transfers the interaction to another agent, Ivanti Voice generates a new interaction and the original interaction terminates . An interaction can involve zero agents if the caller disconnects before Ivanti Voice connects the caller to an agent.

Transfers

Agents can transfer calls in Ivanti Voice, but they cannot transfer interactions. When an agent transfers a call to another agent, the voice application, or back to the queue, the following occurs:

1.The original interaction enters the Queued state.

2.Ivanti Voice creates a new interaction in the Idle state.

3.Ivanti Voice routes the new interaction to either another agent or the voice application.

4.The agent or voice application accepts the new interaction, which enters the Delivery Pending state.

5.The agent or voice application answers the new interaction, which enters the Delivered state.

6.The original interaction enters the After-Call Work state.

7.The agent involved with the original interaction completes the after-call work and exits the After-Call Work state.

8.The original interaction enters the Completed state.

If the transfer cannot complete for any reason, the new interaction enters the Completed state and the original interaction returns to the Delivered state, connecting the caller to the original agent once again.

The following diagram shows a successful transfer to another agent.

Ivanti Voice links the original and new interactions to each other, making it possible to restore the full path of the caller’s communication with the contact center.