Tethered Model

Establishing Tethered / Nailed Call

When Call Blending is enabled for the Agent in Acqueon Campaigns, the agent is moved between inbound and outbound based on the SLA parameters defined in the system. During this movement, the nailed call is established/dropped automatically, so that the agent is made available to take the inbound/outbound calls.

This section describes a Tethered / Nailed Call connection being established between Acqueon Workspace and a third-party application. Tethered call is established in the following scenarios:

1. Agent State change: An agent changes the availability state from Offline/Not Routable to the Available State.

2. Blending threshold triggered: When an agent finishes an Inbound Call, ACW state, and gets Ready for taking outbound calls.

Sequence Diagram

Disconnecting Tethered / Nailed Call

This section describes a Tethered/Nailed Call being disconnected between Acqueon Workspace and a third-party application. Tethered call disconnects in the following scenarios:

1. Agent State change: An agent change availability state from “Ready for Outbound” to “Available”/” Not Routable” state.

2. Blending threshold triggered: When call blending is enabled for the agent, and if Acqueon Campaigns detects any customer is in Queue waiting queue and any such Available Agent is not on any active call with the any other customer.

Sequence Diagram

Preview Call

This section describes the various events being triggered when the agent receives an Outbound Call in the Preview pacing mode. It also describes the action events that are triggered when the agent performs the following actions:

1. Closes the call

2. Accepts the call

3. Skips the call

Sequence Diagrams

Close and Accept the Call

Skip Call

Progressive and Predictive Calls

In the Progressive and Predictive pacing modes, Acqueon Dialer calls the customer first. After this connection is established, the call is bridged with the agent.

Note

In the Progressive pacing mode, the number of customer calls to dial is based on the Predictive algorithm, whereas in the Predictive pacing mode, the ratio of customer to agent is 1:1.

This section describes the various events being triggered when the agent receives an outbound call in the Progressive or the Predictive pacing mode. It also describes the action events that are triggered when the agent performs the following actions:

1. Closes the call

2. Accepts the call

3. Skips the call

Sequence Diagrams

Accepts the Call