Lucent Technologies 555-230-220 manual Number of Calls In Queue, Oldest Call in Queue

ASAI and Feature Interactions

■Ring ping — If the agent has a multifunction set

■Ring ping — If the agent has an analog set and is on-hook

■3-burst call waiting tone — If the agent has an analog set and is off-hook and active on a call

The 3-burst call waiting tone is given regardless of whether or not the “Call Waiting Indication” option is enabled on the analog set. The ring ping or 3-burst call waiting tone is given only once for each direct-agent call when the call queues. If the agent has an analog set and is off-hook but is not active on a call, then the direct-agent call queues without a call waiting tone.

In addition, the active work mode button lamp associated with the direct-agent call’s specified split, if administered on the destination agent’s voice set, also flashes (fast flutter) to indicate a direct-agent call is waiting. Flashing starts when the first direct-agent call enters the split’s queue for this agent, and stops when no more direct-agent calls are in the split queue waiting for this agent (besides being answered, direct-agent calls could also have been abandoned or covered). For example, if an agent in the manual-in work mode has a direct-agent call in queue and is active on an ACD call, then the agent’s manual-in work mode button for that split is fluttering; when the agent goes on-hook on the active call (thus going into after-call-work), then fluttering ceases on the manual-in button and picks up on the after-call-work button for that split.

Note that if the destination agent is not logged into the specified split, then the direct-agent call would have been rejected as described earlier in Chapter 3 under “Third Party Make Call” and in Chapter 7 under “Route Select.”

Number of Calls In Queue

Direct-agent calls are not included in the calculation of number of calls queued for the split for any purpose, including: queue status indications, call vectoring command’s conditional threshold checks, ASAI split query, ASAI Queued Event Report, and monitor traffic hunt groups.

Oldest Call in Queue

Direct-agent calls are not included in the calculation of the length of time that the oldest call has been queued for any purpose, including: queue status indications, call vectoring command’s conditional threshold checks, and monitor traffic hunt groups.

Hunt Group Measurements

Direct-agent calls are included in all hunt group measurements, including list performance hunt group and list measurement hunt group.

12-32Issue 7 May 1998