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ASAI and Call Control
Issue 7 May 1998
4-33
NOTE:
The supervisor-assist call is a feature activated through a button pushed on
the ACD agent’s voice set. When activating this feature from the voice set,
the agent can talk to the supervisor
3
while currently on a call and then
transfer the original call to the supervisor, or conference in all parties (the
supervisor, the agent, and the caller).
To place a supervisor-assist call, the adjunct must specify the supervisor’s
extension and it must control the sequencing of events as described below. If the
agent is already on a call, the original call must be put on hold
4
and then the Third
Party Make Call initiated (with Supervisor-Assist option set) to the supervisor’s
extension (which is either provided by the agent through the data terminal or
directly by the adjunct). Failure to put the first call on hold results in the ECS
denying the request. If the agent is not on a call, a Third Party Make Call capability
with the Supervisor-Assist option is processed immediately by selection of an idle
call appearance followed by call setup.
The agent must be logged into the specified ACD split to use this capability.
After talking to the supervisor, the agent may indicate (on the keyboard) that the
call is to be transferred or conferenced. The adjunct translates the agent’s request
into a Third Party Merge request and indicates whether the agent is to be dropped
(transfer) or not (conference) from the call. The agent may also
transfer/conference this call via the voice set.
Valid originators for the ACD split specified in the request are ACD agent
extensions. Agents requesting this capability must be logged in. Valid destinations
are on-ECS station extensions (excluding VDNs and splits).
NOTE:
Off-ECS Distributed Communications System and Uniform Dial Plan
extensions are not valid destinations. Phantom Calls (calls-originated from
station AWOH or hunt groups made up of stations AWOH) do not apply to
supervisor assisted calls.
3. The supervisor (in the non-ASAI ACD environment) is an extension defined through ECS
administration on the split form.
4. Either on the voice set or via a Third Party Selective Hold capability.