Hi All,
I am trying to educate myself on the hardware issues of telephony so I can understand Aspect even more. The question I have is as follows...
We have an ACD which operates a DPNSS link to an IVR system. The question is relating to the established circuit from PSTN to ASPECT to IVR, back into ASPECT. When the caller dials the relevant number they are connected to the ACD, so a channel has been used on the PSTN, lets call it x, and a channel will be used on Aspect, lets call it y. If the call needs to be connected to the IVR a DPNSS link channel is selected, lets call this z. If the caller wants to talk with an agent a channel back into the ACD is selected, lets call this z(i) Okay, Im pretty sure that the x channel will always remain until the call is ended, i.e the caller hangs up. My difficulty is understanding what happens with the other channels??? When the ACD goes to the IVR via DPNSS is channel y deselected i.e freeing up an Aspect channel meaning the circuit path is x-z? When The caller comes back into the ACD is channel z deselected i.e freeing up a channel onto the IVR, meaning the circuit path is x-z(i)?Or, is the whole path of the circuit in operation until the phone is put down (x-y-z-z(i)) which would mean 1 PSTN channel, 2 Aspect Channels and 2 IVR channels in operation. Im pretty sure the latter isnt the case, Im pretty sure the physical circuit path would be x-z(ii) whereby channels y and z would be freed up to facilitated other calls from PSTN to Aspect. However Im not 100% sure and telephony is a very funny subject Any help would be good
Thanks
I am trying to educate myself on the hardware issues of telephony so I can understand Aspect even more. The question I have is as follows...
We have an ACD which operates a DPNSS link to an IVR system. The question is relating to the established circuit from PSTN to ASPECT to IVR, back into ASPECT. When the caller dials the relevant number they are connected to the ACD, so a channel has been used on the PSTN, lets call it x, and a channel will be used on Aspect, lets call it y. If the call needs to be connected to the IVR a DPNSS link channel is selected, lets call this z. If the caller wants to talk with an agent a channel back into the ACD is selected, lets call this z(i) Okay, Im pretty sure that the x channel will always remain until the call is ended, i.e the caller hangs up. My difficulty is understanding what happens with the other channels??? When the ACD goes to the IVR via DPNSS is channel y deselected i.e freeing up an Aspect channel meaning the circuit path is x-z? When The caller comes back into the ACD is channel z deselected i.e freeing up a channel onto the IVR, meaning the circuit path is x-z(i)?Or, is the whole path of the circuit in operation until the phone is put down (x-y-z-z(i)) which would mean 1 PSTN channel, 2 Aspect Channels and 2 IVR channels in operation. Im pretty sure the latter isnt the case, Im pretty sure the physical circuit path would be x-z(ii) whereby channels y and z would be freed up to facilitated other calls from PSTN to Aspect. However Im not 100% sure and telephony is a very funny subject Any help would be good
Thanks