Call control

Last Updated : Sep 08, 2012 |

Call control capabilities work the same way in the EAS environment as in the traditional ACD environment except for the following:

  • User-classified third-party make calls, that is, calls classified by the originator, originate from an EAS login ID and terminate to a login ID. User-classified calls that terminate to a login ID are given the same direct agent treatment that is provided for such calls that are dialed from a station extension.

  • Switch-classified third-party make calls, which are classified by a call classifier board and delivered to the originating hunt group, originate from or terminate to EAS login IDs.

  • Direct agent third-party make calls, which are ACD calls terminated to a selected member of an ACD skill group, can be requested by including a direct agent option, an agent physical extension and a skill group extension (compatibility mode), or by requesting a user-classified third-party make call with a login ID destination. The primary differences between the two methods of requesting direct agent calls are that the compatibility mode allows the adjunct to specify the skill hunt group to which a given direct agent call is queued and that the non compatibility mode allows the adjunct to direct the call to a login ID, regardless of which station an agent is logged in to. Direct agent third-party make calls do not always originate from an EAS login ID.

  • Supervisor assist third-party make calls, which are supervisor assist calls that are originated by a selected member of an ACD split, originate from an EAS login ID and terminate to an EAS login ID. Unlike dialed direct agent calls, supervisor assist calls terminated to a login ID behave as though the calls have been previously directed to the physical extension of the requested agent. For example, the calls do not cover if the requested agent is not logged in and if the originator display shows the physical extension and not the login ID of the agent.

  • Extension (Domain) control cannot be requested for an EAS login ID, but can be requested on behalf of a Logical Agent physical extension. Auto-dial calls, which are calls that are initiated by an extension-controlled station, terminate to an EAS login ID, in which case the call is given direct agent treatment.

  • Adjunct-routing calls, which are vector calls routed by an ASAI adjunct by the adjunct routing link Call Vectoring command, are similar to third party make calls. Such calls include a direct agent option, an ACD agent physical extension, and a skill extension. These calls are given compatibility mode direct agent treatment and terminate to an EAS login ID, in which case the calls are treated as dialed direct agent calls.

  • If you enable EAS, ASAI launches the OCM switch-classified or predictive calls from a VDN extension by the OCM/EAS feature. To launch a predictive call in a traditional ACD environment, an adjunct OCM application sends an ASAI request to Communication Manager with an ACD split number as the originating number. The application also sends flags that identify the call as a switch-classified call. In the traditional ACD environment, the ACD split cannot be vector-controlled.