Instruction manual
Call center
555-233-76756 Issue 4 May 2003
User-to-User Information (UUI) propagation
during manual transfer/conference operations
This feature enables UUI, specifically used by ASAI, to be propagated to the new
call during a manual transfer or conference operation. Previously, ASAI UUI
could not be sent in a setup message when the call was transferred to another
system, so the ASAI UUI was never passed to an application monitoring calls on
the system receiving the transfer.
This feature only applies to manual transfer and conference operations. If the
transfer or conference operation is controlled by a software application (for
example, controlling calls or agents over an ASAI link), the application can insert
the desired ASAI UUI into the new call.
VDN override for ASAI messages
This feature provides a VDN option to override the called number in certain ASAI
messages for ISDN calls. This applies to CTI applications that require the active
VDN extension instead of the called number. This is a field on page 2 of the VDN
Screen - “VDN Override for ISDN Trunk ASAI Messages (default is n(o)).
For calls to VDNs with the option set to y(es), the called number provided will
correspond to the active VDN for call instead of the original called number
provided in the incoming ISDN SETUP message. This applies to the ASAI
call-offered, alerting, queued and connect event messages and the adjunct
route-request message.
Automatic Call Distribution (ACD)
Automatic Call Distribution (ACD) is the basic building block for call center
applications. ACD offers you a method for distributing incoming calls efficiently
and equitably among available agents. With ACD, incoming calls can be directed
to the first idle or most idle agent within a group of agents.
Agents in an ACD environment are assigned to a hunt group, a group of agents
handling the same types of calls. A hunt group is also known as a split or skill
with Expert Agent Selection (EAS).