Campaign Chaining

This example was prepared for a switch-determined routing scenario but the principles equally apply to adjunct routing.

Consider two campaigns:

1. Mobiles
2. Mobiles2

The Mobiles campaign is set to chain to Mobiles2 at end of the list.

1. An agent logs in to the Mobiles campaign on the default tenant using the standard SDMP message sequence:
   Sequence 1

   AL\TDdefault\CNMobiles\AN1\AD1\AE121\AW
   LI\TDdefault\CNMobiles\AN1
   AA\AN1
   NA\TDdefault\CNMobiles\AN1
   AR\TDdefault\CNMobiles\AN1

   These messages have not changed from normal behaviour. See Agent Login [AL].
2. When the Mobiles campaign runs out of fresh records, the agents are moved to the Mobiles2 campaign. Softdial CallGem™ informs the agent layer of this with the following message sequence:
   Sequence 2

   1. The agent is free (Agent Free [AF]) from the campaign. The Unavailable Reason (UR) parameter with a value of 8 means 'agent is being chained to another campaign'.

      AF\TDdefault\CNMobiles\AN1\UR8

   2. The agent is now being moved (Move Status [MS]) to a new campaign. The Campaign Two (C2) parameter contains the name of the campaign to which the agent is being moved.

      MS\TDdefault\CNMobiles\C2Mobiles2\AN1\RS0

   3. The agent has been transferred to campaign Mobiles2 (Campaign Update [CU]).

      CU\TDdefault\CNMobiles2\AN1

   4. The system will automatically send the Agent Available [AA] message to make the agent available on the 2nd campaign.

      AA\AN1

   5. This will result in the following 2 messages being sent to the agent layer
      1. The agent is now available in the Mobiles2 campaign

         NA\TDdefault\CNMobiles2\AN1

      2. The agent is now ready to receive calls.

         AR\TDdefault\CNMobiles2\AN1

When an agent is moved to a new campaign, all of the subsequent agent messages should now reflect the correct campaign name.

For example, sending this Start Wrap [SW] message - SW\CNMobiles\AN1 - after the agent has been moved to Mobiles2, will result in this error message:
ER\EC33\FM"SW\CNMobiles\AN1"

The correct Start Wrap [SW] message should have the correct campaign name:
SW\CNMobiles2\AN1

The example below describes those message changes with particular regard to a switch determined routing integration with Softdial CallGem™.

Fig. 1 shows an agent API conversation for two agents logged in to one campaign, and then moved to another as a result of campaign chaining.

Fig. 1 - The Agent API Conversation

Agents are moved as soon as it is possible to move them. Once moved, the agent will be made available immediately and have calls presented.

There are two campaigns running on the default tenant:

1. foo
2. bar

Fig. 1 can be examined in 3 sections:

In an architecture where telephony and agent desktop processes are managed separately there are some minor implications for the telephony layer. When an agent moves from campaign A to campaign B the telephony layer needs to be advised so that it can then report call activity for the agent on the right campaign.

This is achieved via the Agent Ready [AR] message.

Sequence 6 shows the telephony layer Agent Ready [AR] message being used as the trigger for the telephony layer to set an agent's campaign reference.

Fig. 2 shows the complete set of messages for the telephony layer (and campaign) layer.

Fig. 2 - A telephony (and campaign) layer conversation

The normal campaign layer messages as shown are:

• Open Campaign [OC]
• Campaign Open [CO]
• Make Call [MC]
• Close Campaign [CC]
• Number Back [NB]
• Now Closed [NC]