The emergency activation requires an MCT controller, which can be an H.323 or DCP station on Communication Manager.
The following is a call flow for a scenario where no controllers are available to handle the call.
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An agent identifies a call as malicious.
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During a call, the agent presses the Emergency key.
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Communication Manager performs programmed operations.
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The system generates a report log.
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The system starts recording the call, if programmed.
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If the call is from a PSTN trunk that can be notified of malicious calls and the system can send MCT signals over that trunk, then the system signals to the PSTN that the call is malicious.
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Communication Manager notifies all available MCT controllers.
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MCT controllers receive the emergency call notification on the MCT controllers mct-contr key.
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No controllers are available. For example, the controllers might be offline or might already control MCT calls.
The MCT lamp on the agent’s station remains dark.
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Because no controllers are available, the system does not provide audio or visual alerts to the controllers.
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No controller answer the emergency call.
The MCT lamp on the agent’s station remains dark.
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When the call ends, no controller can deactivate MCT.
