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ASAI and Request Feature Capabilities
8-6 Issue 7 May 1998
Login over ASAI is accepted only if the agent meets certain state conditions.
These state conditions must be the same as if it is being done manually via a
voice terminal. For example, if an agent is busy on a call, login is denied.
An agent receives a logout denial if he or she is the last agent logged into the split
and there are calls currently in the queue, unless the split is vector-controlled. If
the split is vector-controlled, the last agent can log out even with a call in queue.
Changes of work modes are accepted if they are allowed via a voice terminal and
would be performed immediately (i.e. no pending work mode changes).
For the agent login request, the ECS reads only the first 16 bytes of the login
digits (user code), but it does not restrict the input of additional bytes.
The following summarizes how ASAI work mode changes perform when an agent
is busy (either on an active or held call, or being alerted):
auto-in to auto-in the request is ACKD
auto-in to manual-in the request is ACKD
auto-in to aux-work the request is NAKD (cause = User Busy CS0/17)
auto-in to after-call-work the request is NAKD (cause=User Busy CSO/17)
manual-in to manual-in the request is ACKD
manual-in to auto-in the request is ACKD
manual-in to aux-work the request is NAKD (cause = User Busy CS0/17)
manual-in to after-call-work request is NAKD (cause = User Busy CS0/17)
aux-work to aux-work the request is ACKD
aux-work to manual-in the request is NAKD (cause = User Busy CS0/17)
aux-work to auto-in the request is NAKD (cause = User Busy CS0/17)
aux-work to after-call-work the request is NAKD (cause = User Busy
CS0/17)
after-call-work to after-call-work the request is ACKD
after-call-work to manual-in the request is NAKD (cause = User Busy
CS0/17)
after-call-work to auto-in the request is NAKD (cause = User Busy CS0/17)
after-call-work to after-call-work the request is NAKD (cause = User Busy
CS0/17)