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ASAI and Feature Interactions
Issue 7 May 1998
12-33
Delivering Direct-Agent Calls
Zip tone also applies to direct-agent calls as it does to regular ACD calls. If the
destination agent has the automatic answer option enabled on the set, in the
“auto-in’’ or “manual-in” work mode for the specified split, and is off-hook with no
active call appearance, then the direct-agent call is delivered with a zip tone.
As with regular ACD calls, when using the manual answering option, the ringer
audibly alerts when a direct-agent call terminates to the destination agent.
ASAI may provide UUI for an outgoing ISDN-PRI call (included in the setup
message) via make call or autodial or via an ASAI route select. ASAI may receive
UUI from an incoming setup message in a Call Offered or Alerting Event Report.
Similarly, UUI may be specified in a Third Party Selective Drop for inclusion in the
ISDN disconnect message, and UUI in a received disconnect message will be
included in a Drop Event Report if one is sent.
Priority Calling
When the priority calling option is specified on the direct-agent call (via Third Party
Make Call or Route Select), then the direct-agent call is delivered as a priority call
(with priority ringing if the available receiving agent is on-hook), and the
direct-agent call does not go to coverage (as with regular ACD calls with priority
calling).
Priority calling is also supported with off-hook Third Party Make Call requests (for
example, if user goes off-hook first, and then issues a Third Party Make Call
request with priority flag set, the call is placed as a priority call).
Direct-Agent Coverage
If the split associated with the direct-agent call has call forwarding or night service
activated for the split, then the direct-agent calls are forwarded. If the priority
calling option is requested, the direct-agent call forwards with priority ringing at the
night service destination. This interaction is the same as with regular ACD calls.
When a new direct-agent call successfully enters a split, if the destination agent
has call forwarding or send all calls activated, then the direct-agent calls are
forwarded. Note that this interaction is different from regular ACD calls. With
regular ACD calls, the calls never follow the agent’s call forwarding or send all
calls. If the priority calling option is requested, then the direct-agent call forwards
with priority ringing at the call forwarded destination, but does not cover in the
case of send all calls when the priority calling option is requested.
When an agent activates call forwarding or send all calls, existing direct-agent
calls waiting in the queue for the agent do not forward to the call forwarding or
send all calls destination. Only new direct-agent calls entering the split after the
agent’s activation are forwarded.