Other things to know about using NCR with ASAI

Last Updated : Sep 08, 2012 |

Using ASAI data for call tracking

ASAI event reporting allows tracking of ISDN ACD calls that were redirected by NCR in a multi-server call center environment. These calls can be tracked by the UCID assigned to each call, or by the UUI information inserted by the application through either the Third Party Make Call or Adjunct Routing features.

ASAI drop event

Successful NCR call redirection causes an ASAI drop event to be sent to the CTI application with a CV_REDIR cause value of decimal (30) after the redirection is completed. Only one NCR drop event is received for a successful NCR operation when the NCT PSTN feature is used, even though two trunks are dropped by the PSTN.

ASAI third-party merge/call transfer

The CTI application requests a third-party merge/call transfer ASAI operation to transfer the call to the second Communication Manager. This is only used if Network Call Transfer is not available. Once the two calls merge, then ASAI sends a third-party acknowledgement, and when the call is completed, ASAI sends a drop event report, and the third-party call ends.