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ASAI and Call Control
Issue 7 May 1998
4-63
The Third Party Merge capability can be also used by the adjunct to transfer an
ACD call to a supervisor. A sample scenario is presented below. Note that this
sample is not the only way in which to effect the transfer to the supervisor.
An ACD agent handling may request (via data keyboard) that the call be
transferred to the supervisor. The adjunct:
1. Places the existing call on hold.
2. Issues a Third Party Make Call request (with the supervisor-assist option)
to the supervisor’s extension.
3. When the supervisor either is alerted or answers, the adjunct may merge
the supervisor call and the previously held call using the Third Party Merge
capability. (This capability is requested on the same association as the held
call.)
Since this was a transfer request, the conf/trans_flag parameter is set to
TRANSFER and the ECS drops the ACD agent from the connection after the
merge takes place.
If the ACD agent requested a supervisor conference, the same procedure would
have taken place but the conf/trans_flag would have been set to CONFERENCE;
the ECS does not drop the ACD agent from the resulting connection. Thus, a
three-party call is created.