ASAI and Supported Applications
Automatic Agent Reconfiguration
The Automatic Agent Reconfiguration application uses the Request Feature Capability to move agents (that is, login and logout) to different ACD splits based on the call activity levels (for example, queue length, time in queue) of the splits. The application increases the number of agents available to handle the queued calls by moving an agent from other ACD splits that can be staffed with fewer agents.
A sample scenario for the for the Automatic Agent Reconfiguration is as follows:
1.The application uses the Event Notification Request capability to monitor several ACD splits.
2.The application tracks the number of calls in the queue and the number of available agents for each ACD split. The ECS sends the Queued Event Report every time a new call queues into an ACD split. The Value Query Capability provides the number of available agents for each ACD split.
3.Based on
Sequence Dialing
Sequence Dialing is implemented in two ways:
1.By using VDN Return Destination (release G3V3 and later), in which callers reach a VDN with Sequence Dialing activated. Through the VDN Return function, they reach a final destination but do not hang up when the other side drops. This will automatically return them to vector processing and give them the ability to call other numbers.
2.By using
Office Automation
Office Automation applications allow office personnel (users) to use the computer data terminal to logically integrate voice and data handling at the user’s desktop by allowing an application to:
■Know the status of calls at the user’s phone
