Processing of the supervisor’s call to an agent

Last Updated : Jan 09, 2020 |
Call phase
Processing description
The supervisor dials the agent ID.
  • If the agent phone has an idle appearance:
    • The agent sees alerting indication on the phone.
      The agent phone displays
      The phone displays the station extension call if the phone does not support Direct Agent Calling for such a call type.
    • The agent phone displays the extension of the supervisor as the calling party name.
    • The supervisor phone provides the ring-back tone, and the call appearance icon flashes to indicate the ringing.
  • If the agent does not have an idle appearance or is not logged in:
    • The call fails.
    • The supervisor hears the busy tone and sees the corresponding icon state.
The agent answers the call.
  • The supervisor sees the destination number or name.
  • Icon states show the answered call on all the phones involved in the call.
  • Media paths are available for communication.
  • Any dial operations allowed for a non-call center call are available. For example, the users can use the user interface digit sequences used for the voice mail system.
The agent does not answer the call, and the call goes to voice mail.
  • The supervisor sees the destination on the phone and hears the notification.
  • Media paths are available to leave the voice mail message.
One of the parties ends the call.
All the phones involved in the call go to the Idle state.
Related links
Configuring DAC calling on the supervisor's phone