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ASAI and Supported Applications
2-12 Issue 7 May 1998
Automatic Agent Reconfiguration
The Automatic Agent Reconfiguration application uses the Request Feature
Capability to move agents (that is, login and logout) to different ACD splits based
on the call activity levels (for example, queue length, time in queue) of the splits.
The application increases the number of agents available to handle the queued
calls by moving an agent from other ACD splits that can be staffed with fewer
agents.
A sample scenario for the for the Automatic Agent Reconfiguration is as follows:
1. The application uses the Event Notification Request capability to monitor
several ACD splits.
2. The application tracks the number of calls in the queue and the number of
available agents for each ACD split. The ECS sends the Queued Event
Report every time a new call queues into an ACD split. The Value Query
Capability provides the number of available agents for each ACD split.
3. Based on application-specific thresholds (for example, number of calls in
queue) the application uses the Request Feature Capability to log in an
agent into another split.
Sequence Dialing
Sequence Dialing is implemented in two ways:
1. By using VDN Return Destination (release G3V3 and later), in which
callers reach a VDN with Sequence Dialing activated. Through the VDN
Return function, they reach a final destination but do not hang up when the
other side drops. This will automatically return them to vector processing
and give them the ability to call other numbers.
2. By using ASAI-Requested Digit Collection in conjunction with an ASAI
application. (This is a combination of ASAI and VDN Return Destination.)
ASAI collects a certain digit sequence that indicates sequence dialing is
desired. The caller reaches a VDN, is transferred to a final destination that
results in a busy or unanswered call, and enters a specific sequence, such
as a “#”, to make another call. The application receives the digits through
an Entered Digits Event Report. It then drops the far end and returns the
call to VDN Return Destination for repeat dialing.
Office Automation
Office Automation applications allow office personnel (users) to use the computer
data terminal to logically integrate voice and data handling at the user’s desktop
by allowing an application to:
■ Know the status of calls at the user’s phone