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ASAI and Feature Interactions
12-34 Issue 7 May 1998
Direct-agent calls follow the destination agent’s coverage path. Note that this
interaction is different from regular ACD calls. With regular ACD calls, the calls
follow the split’s coverage path rather than the agent’s. If the priority calling option
was requested, the direct-agent call follows the standard priority call rules for
coverage, meaning the call does not go to coverage. Calls (either regular ACD or
direct-agent) in queue remain in queue until the caller abandons or an agent
answers.
The above interactions are summarized in the tables that follow.
Once the direct-agent call leaves the specified split or destination agent, it is no
longer considered direct-agent; however, the call does not lose its
adjunct-monitored property.
Direct Agent — Skill Level
If the Direct Agent skill queued to does not have the highest priority skill level for
that agent, the direct agent call will not have the top priority unless the agent’s call
handling preference is “greatest-need”.
Table 12-2. Coverage Interactions for ACD Calls without Priority Calling
Without Priority Calling Regular ACD Call Direct-Agent Call
Split Night Service activated forwarded forwarded
Split Call Forwarding activated forwarded forwarded
Split Coverage activated forwarded —
Agent Call Forwarding activated — forwarded
Agent Send All Calls activated — forwarded
Agent Coverage activated — forwarded
Table 12-3. Coverage Interactions for ACD Calls with Priority Calling
With Priority Calling Regular ACD Call Direct-Agent Call
Split Night Service activated forwarded forwarded
Split Call Forwarding activated forwarded forwarded
Split Coverage activated not forwarded —
Agent Call Forwarding activated — forwarded
Agent Send All Calls activated — not forwarded
Agent Coverage activated — not forwarded