Lucent Technologies 555-230-220 manual Supervisor-Assist Calls

ASAI and Feature Interactions

login ID that does not have a logged-in agent follows the coverage path administered for the login ID.

Logical direct-agent calls follow the format for user-classified calls given in Chapter 4 — that is, the direct_agent_call flag and split_param parameters must not be present. However, in order for the call to be placed as a logical direct_ agent call, the COR of the originator (physical or logical ID) and that of the destination (login ID) extension must allow direct agent calling. Otherwise, the call is placed as a personal call.

The calling number (orig_addr) of a logical direct-agent call may contain a logical agent’s login ID or an agent’s physical station. If the calling number (orig_addr) contains a logical agent’s login ID and the logical agent is logged in, the direct-agent call is originated from the agent’s station. If the calling number contains a logical agent’s login ID and the logical agent is not logged in, the direct-agent call is denied with cause value CS3/15 — Agent not logged in. If the calling number does not contain a station extension or a login ID, the request is denied with cause value CS0/28 — Invalid number. The called number (dest_ addr) must contain a login ID for the call to be treated as a logical direct_agent call, assuming the appropriate COR has been provided to the login ID, as described above.

Supervisor-Assist Calls

The calling number and called number for supervisor-assist calls (Third Party Make Calls with the supervisor_assist option) consist of the following:

■The calling number (orig_addr) may contain a valid station extension or a logical agent login ID. If the calling number contains a station extension, there must be a logical agent currently logged in at that extension and the logical agent must have a skill corresponding to the skill hunt group extension in the split parameter. If the calling number contains a login ID, that login ID must be currently logged in and the logical agent must have a skill corresponding to the skill hunt group extension in the split parameter. If the requested station extension does not have a logical agent logged in or if the requested login ID is not logged in, the request is denied with cause value CS3/15 — Agent not logged.

■The called number (dest_addr) may contain any station or attendant extension, including a logical agent’s physical station and a logical agent’s login ID. If the called number contains a logical agent’s login ID and the agent is not logged in, the request is denied with CS3/15 — Agent not logged in. If the called number contains a logical agent’s login ID and the agent is logged in, the login ID is converted to its associated station extension.

Supervisor-assist calls placed to login ID destinations are not direct-agent calls; that is, they are not tagged as direct-agent calls for CMS and they do not exhibit direct-agent call station indications and queueing behavior.

12-38Issue 7 May 1998