Avaya Aura® Call Center Elite Feature Reference

Agent/Caller Disconnect Tones scenarios

Last Updated : Sep 08, 2012 |

The following table covers the operation of relevant scenarios for the disconnect tones.


Party leaving call	Remaining parties	Communication Manager action
Agent	Caller	Plays no tone and ends the connection
	Caller and more than one observer	Plays the agent disconnect tone for the observers and ends the connection
	Caller and a transferred-to party	Plays no tone, but the call remains active
	Caller and more than one conferee	Plays no tone, but the call remains active
Call center party or trunk connection	The caller is last party after a conference or transfer	Plays no tone and ends the connection
Call center party or trunk connection	The caller is last party after a conference or transfer and there are observers	Plays the agent disconnect tone for the observers and ends the connection
Caller	Agent	Plays the caller disconnect tone for the observers and ends the connection
	Agent and more than one observer
	Agent and more than one conferee	Plays the caller disconnect tone for the agent and the conferees, but the call remains active
	Transferred to single party connection Transferred to single party connection with observers	Plays the caller disconnect tone and ends the connection
	Conference connection Conference connection with observers	Plays the caller disconnect tone, but the call remains active
Remaining parties: Up to two observers can monitor an agent or station. Once the observed agent or station disconnects, Communication Manager removes the observers from the call connection. More than one observer can monitor the call using VDN Observing. VDN observers remain on the call until Communication Manager drops the connection.
Action: If VDN Return Destination (VRD) applies to the call, Communication Manager does not drop the connection after the agent or call center party releases the call.

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