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ASAI and Call Control
4-28 Issue 7 May 1998
Negative Acknowledgment of a Phantom Call
A Third Party Make Call (Phantom Call) request is denied (NAK/Return Error
Component), if the request fails because of the following reasons:
■ Phantom Call request received on an ECS administered prior to Release 6
(cause=CS3/27).
■ The originator is a hunt group with no available AWOH members
(cause=CS0/17).
■ The originator is busy on one call appearance in talking state
(cause=CS0/17).
■ The originator has “hot line” administered (cause=CS0/58).
■ The call could not be originated because of lack of resources
(cause=CS3/40).
■ A UUI Information Element longer than 32 bytes was received
(cause=CS0/100).
■ The originator is not a valid extension (cause=CS0/28).
■ A service circuit is requested (cause=CS3/80).
■ Answering Machine Detection is requested (cause=CS3/80).
If the Phantom Call is placed as a Direct Agent Call, then the list of cause values
under Negative Acknowledgment of a Direct Agent Call apply. See the Section
‘‘Negative Acknowledgments of a Direct-Agent Call’’ in this chapter.
4. Direct-Agent Call
The direct-agent call is set up between a station user and an ACD agent logged
into a specified split by using the Third Party Make Call capability.
A direct-agent call may also be placed via adjunct routing of an incoming call
directly to a specified agent (see Chapter 7, ‘‘ASAI and Call Routing’’ for more
information).
This type of call may be used by incoming call (ICM) applications whenever the
application decides that the customer should talk to a specific ACD agent, not just
any one in the pool. The adjunct must specify (either via table lookup or by
accepting digits from the keyboard) the split extension the called endpoint ACD
agent is logged into. Direct-agent calls can be tracked by Call Management
Service (CMS) through the split measurements.
Valid originators for this type of call are all station extensions.
NOTE:
Another type of direct-agent call known as a Logical Direct Agent call is only
available when the Expert Agent Selection (EAS) feature is enabled. See