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ASAI and Call Control
4-32 Issue 7 May 1998
After dialing is completed, the calling endpoint hears call progress tones (for
example, alerting or busy).
Direct-Agent Call Destination
If the destination ACD agent has a display, the display shows the name of the
originator and the name of the specified split.
Once this call is set up, either the station user or the adjunct may control it. The
adjunct must specify the association used in the Third Party Make Call capability
when requesting other Call Control capabilities.
Negative Acknowledgments of a Direct-Agent
Call
A Direct-Agent Third Party Make Call request is denied (NAK/Return Error
component) in the following cases:
■ split_param is not present (CS0/96).
■ split_param option does not contain a hunt group extension (CS0/100).
■ split_param contains an invalid hunt group extension (CS0/28).
■ Originating address is not a station extension (CS0/28).
■ Destination address is not a station extension (CS0/28).
■ Other internal resources are unavailable (CS3/40).
■ Invalid Information Element contents (CS0/100). (Either the UUI IE was
longer than 32 bytes or the header was missing.)
■ Service or option not subscribed/provisioned (CS0/50).
■ The request specifies that the call is to be Switch-Classified or
supervisor-assist as well as direct-agent (CS3/80).
■ Answering Machine Detection is requested (CS0/80).
■ An EAS login ID is specified as the destination (CS0/28).
5. Supervisor-Assist Call
This call is set up via a Third Party Make Call between an ACD agent’s extension
and another station extension (typically a supervisor). It is measured by CMS as a
supervisor-assist call. It is always a priority call.
This type of call is used by OCM and ICM applications whenever an agent (on the
telephone with a client or when idle) wants to consult with the supervisor.