Lucent Technologies 555-230-220 manual Work Mode Changes for Logical Agents

ASAI and Feature Interactions

■Beginning in R5, up to 20 such events may be sent when an EAS agent logs in or out, since an EAS agent can have up to 20 skills.

■Skill level is not included in login/logout events.

Work Mode Changes for Logical Agents

Since logical agents are defined to have a single work mode, a work mode change Request Feature applies to all skill hunt groups that a logical agent is logged into. The following rules apply to the Request Feature request parameters:

■The split parameter is ignored by the ECS, since it does not contain useful information. However, the split parameter must be present in the request, since it is a mandatory parameter.

■The agent_id parameter may contain a station extension or a logical agent’s login ID. If the agent_id contains a valid station extension, the station extension must have a logical agent currently logged in. If the agent_id contains a logical agent’s login ID, the login ID must be currently logged in. If there is no logical agent currently logged in at a requested station extension or if a requested login ID is not logged in, the Request Feature request is denied with cause value CS3/15 — Agent not logged in.

■The work_mode parameter specifies the logical agent’s new work mode for all the skill hunt groups associated with the agent for all work modes except for after-call work. The change to after-call work mode applies to only one of the agent’s skills. The ECS will change the agent’s work mode only in that skill over which the agent received the last call. If the agent did not receive any call, then the ECS will change work mode only in the first administered skill.

■In a change agent work mode request, if the System-Parameters Feature, AUX Work Reason Codes field is “forced” or “requested,” an additional domain IE can be provided whenever the work mode change moves the agent to the AUX work state.

Activate/Cancel Send All Calls and Call

Forwarding

Call Forwarding and Send All Calls activation and deactivation request features may not be requested for logical agent login IDs. Call Forwarding and Send All Calls Request Features containing a login ID as the redirecting number (forwarding number) are denied with cause value CS0/28 — invalid number.

Call Forwarding and Send All Calls may be requested on behalf of a logical agent’s station extension.

Issue 7 May 1998 12-41