-
DialerServer requests and receives a configurable number
of call records from the CCS, using a Notifier connection.
To do this, DialerServer requests records from the contact
list via DialerTranServer without going through the CampaignServer
for the information. Database operation results are requested
from DialerTranServer.
-
DialerServer tells the Telephony Services subsystem
to place campaign calls and to route connected calls (via
the ACD process) to the next available agent.
-
The campaign script pops on the screen of the agent's
computer. It guides the agent through stages of the call.
When the call ends, Interaction Scripter sends data collected
by the agent and a call completion code to the ODS.
-
The ODS data received from agents to PMQ, for delivery
to the CCS. Configuration change events originate from CampaignServer.
-
UpdateServer receives messages from Outbound Dialer
servers and stores them temporarily in a PMQ queue for ensured
delivery.UpdateServer passes this data to DialerTranServer,
which in turn passes it to the database management system.
The Contact List, AgentStatistics, CallHistory, and CallRecordSchedule
databases are updated at this time. If the DialerTranServer
encounters an error while writing to a database, UpdateServer
logs the message in the Error Queue.
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Steps 1-5 are repeated while the contact list is processed.
Along the way, the CampaignServer writes threshold alerts,
configuration updates, and responds to campaign status requests
from ODS servers.
