ASAI and Call Control
The Third Party Merge capability can be also used by the adjunct to transfer an ACD call to a supervisor. A sample scenario is presented below. Note that this sample is not the only way in which to effect the transfer to the supervisor.
An ACD agent handling may request (via data keyboard) that the call be transferred to the supervisor. The adjunct:
1.Places the existing call on hold.
2.Issues a Third Party Make Call request (with the
3.When the supervisor either is alerted or answers, the adjunct may merge the supervisor call and the previously held call using the Third Party Merge capability. (This capability is requested on the same association as the held call.)
Since this was a transfer request, the conf/trans_flag parameter is set to TRANSFER and the ECS drops the ACD agent from the connection after the merge takes place.
If the ACD agent requested a supervisor conference, the same procedure would have taken place but the conf/trans_flag would have been set to CONFERENCE; the ECS does not drop the ACD agent from the resulting connection. Thus, a
