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ASAI and Feature Interactions
12-32 Issue 7 May 1998
■ Ring ping — If the agent has a multifunction set
■ Ring ping — If the agent has an analog set and is on-hook
■ 3-burst call waiting tone — If the agent has an analog set and is off-hook
and active on a call
The 3-burst call waiting tone is given regardless of whether or not the “Call
Waiting Indication” option is enabled on the analog set. The ring ping or 3-burst
call waiting tone is given only once for each direct-agent call when the call
queues. If the agent has an analog set and is off-hook but is not active on a call,
then the direct-agent call queues without a call waiting tone.
In addition, the active work mode button lamp associated with the direct-agent
call’s specified split, if administered on the destination agent’s voice set, also
flashes (fast flutter) to indicate a direct-agent call is waiting. Flashing starts when
the first direct-agent call enters the split’s queue for this agent, and stops when no
more direct-agent calls are in the split queue waiting for this agent (besides being
answered, direct-agent calls could also have been abandoned or covered). For
example, if an agent in the manual-in work mode has a direct-agent call in queue
and is active on an ACD call, then the agent’s manual-in work mode button for
that split is fluttering; when the agent goes on-hook on the active call (thus going
into after-call-work), then fluttering ceases on the manual-in button and picks up
on the after-call-work button for that split.
Note that if the destination agent is not logged into the specified split, then the
direct-agent call would have been rejected as described earlier in Chapter 3 under
“Third Party Make Call” and in Chapter 7 under “Route Select.”
Number of Calls In Queue
Direct-agent calls are not included in the calculation of number of calls queued for
the split for any purpose, including: queue status indications, call vectoring
command’s conditional threshold checks, ASAI split query, ASAI Queued Event
Report, and monitor traffic hunt groups.
Oldest Call in Queue
Direct-agent calls are not included in the calculation of the length of time that the
oldest call has been queued for any purpose, including: queue status indications,
call vectoring command’s conditional threshold checks, and monitor traffic hunt
groups.
Hunt Group Measurements
Direct-agent calls are included in all hunt group measurements, including list
performance hunt group and list measurement hunt group.