Back-to-Back User Agent

Microsoft Unified Communications Managed API (UCMA) 3.0 provides several new classes to support the back-to-back user agent concept. The principal class of interest to application developers is the BackToBackCall class. Using back-to-back user agent functionality, an application can perform the following operations:

  • Create a BackToBackCall instance, which establishes back-to-back connectivity between two calls. For example, a customer and an agent are connected through a back-end call center.

  • Perform midway call control (transfer calls, park calls, play music to customers on hold) on an established back-to-back call.