Lucent Technologies 555-230-220 manual Issue 7 May 1998

ASAI and Call Control

NOTE:

The supervisor-assist call is a feature activated through a button pushed on the ACD agent’s voice set. When activating this feature from the voice set, the agent can talk to the supervisor3 while currently on a call and then transfer the original call to the supervisor, or conference in all parties (the supervisor, the agent, and the caller).

To place a supervisor-assist call, the adjunct must specify the supervisor’s extension and it must control the sequencing of events as described below. If the agent is already on a call, the original call must be put on hold4 and then the Third Party Make Call initiated (with Supervisor-Assist option set) to the supervisor’s extension (which is either provided by the agent through the data terminal or directly by the adjunct). Failure to put the first call on hold results in the ECS denying the request. If the agent is not on a call, a Third Party Make Call capability with the Supervisor-Assist option is processed immediately by selection of an idle call appearance followed by call setup.

The agent must be logged into the specified ACD split to use this capability.

After talking to the supervisor, the agent may indicate (on the keyboard) that the call is to be transferred or conferenced. The adjunct translates the agent’s request into a Third Party Merge request and indicates whether the agent is to be dropped (transfer) or not (conference) from the call. The agent may also transfer/conference this call via the voice set.

Valid originators for the ACD split specified in the request are ACD agent extensions. Agents requesting this capability must be logged in. Valid destinations are on-ECS station extensions (excluding VDNs and splits).

NOTE:

Off-ECS Distributed Communications System and Uniform Dial Plan extensions are not valid destinations. Phantom Calls (calls-originated from station AWOH or hunt groups made up of stations AWOH) do not apply to supervisor assisted calls.

3.The supervisor (in the non-ASAI ACD environment) is an extension defined through ECS administration on the split form.

4.Either on the voice set or via a Third Party Selective Hold capability.

Issue 7 May 1998 4-33