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ASAI and Request Feature Capabilities
Issue 7 May 1998
8-7
When an agent does not have auto-answer configured, they are not considered
busy when they are:
■ off-hook and idle, or
■ off-hook and in a dialing mode on a call appearance.
However, if auto-answer is configured, the agent is busy whenever one or more
call appearances are not idle (in other words, they are busy when in a dialing
state).
Agents in auto-available splits receive a denial if the following request is made to:
■ Log in
■ Log out
■ Manual-in
■ Change work mode to auxiliary work or after-call-work for a member of the
auto-available split
Change work mode is accepted for a member of the auto-available split only when
the mode is to change to auto-in.
Starting with Release 5, the ECS ignores the presence of a reason code Domain
IE in any ASAI request other than Agent Logout and Change of Work mode. This
treatment is consistent with the ASAI protocol that specifies that either endpoint
will ignore unexpected or unrecognized Information Elements. For example, in a
request to log in an agent with a reason code, the ECS will ignore the reason
code, but will log in the agent and will also acknowledge the request. If EAS is
used with reason codes active and the system is returned to a traditional ACD
environment, then the ECS will just ignore the presence of the reason code in any
message, and will accept the request.