- 1 No-Answer Supervision
- 1.1 Agent No-Answer Supervision
- 1.2 Extension No-Answer Supervision
- 1.3 ACD Position No-Answer Supervision
- 1.4 Device-Specific Overrides
- 1.5 Extensions Attributes for Overrides for Individual Calls
- 1.6 Handling of Work-Related Calls
- 1.7 Handling of Transfer Scenarios
- 1.8 Private Calls
- 1.9 Recall Scenarios
- 1.10 Reporting
This section describes T-Server's No-Answer Supervision feature. See, the Related Configuration Options topic for a description of the configuration options mentioned below.
This feature implements no-answer supervision in T-Server that applies to any call that arrives on a device where there is an agent logged in.
T-Server supports the following types of no-answer supervision:
- Agent no-answer supervision
- Extension no-answer supervision
- ACD Position no-answer supervision
Agent No-Answer Supervision
This feature provides the following functionality:
- If an agent does not answer a call within a specified timeout, T-Server can divert the call to a sequence of overflow destinations. Alternatively, you can configure T-Server to return calls automatically to the last distribution device.
- If an agent fails to answer a call within a specified timeout, you can configure T-Server to either log out the agent or set the agent to NotReady to prevent further calls from arriving.
Extension No-Answer Supervision
The No-Answer Supervision feature includes devices of type Extension. If a call is not answered on an extension within a specified timeout, T-Server can divert the call to a sequence of overflow destinations. Alternatively, you can configure T-Server to return calls automatically to the last distribution device.
ACD Position No-Answer Supervision
The No-Answer–Supervision feature includes devices of type ACD Position. If a call is not answered on an ACD Position within a specified timeout, T-Server can divert the call to a sequence of overflow destinations. Alternatively, you can configure T-Server to return calls automatically to the last distribution device.
T-Server provides three configuration options with which you can configure device-specific overrides for individual devices. You set the values for these options on the Annex tab of the TServer section of the individual device in the Framework Configuration Layer. These are the options:
Extensions Attributes for Overrides for Individual Calls
For all of the No-Answer Supervision options, you can specify the corresponding Extensions attribute in TRequestRouteCall requests to override the configured value for individual calls. This method allows the no-answer behavior to be determined in a routing strategy. The following are the three Extensions attributes:
See, the Using the Extensions Attribute topic for the descriptions of these Extensions attributes.
Handling of Work-Related Calls
If an agent that is handling a business call initiates a consultation call to another agent, or an agent who is in ACW state, makes a call to another agent, this is considered as a work-related call by T-Server. From the point of view of the No-Answer Supervision feature, T-Server treats work-related calls like private calls; that is, no-answer supervision is not activated for such calls.
If a work-related call passes a distribution point, T-Server promotes this call to business call status. In this case, no-answer supervision is applied when the call arrives at its destination.
Handling of Transfer Scenarios
If a consultation call arrives at a destination as a work-related call, T-Server does not start no-answer supervision for that call on that destination. However, if the transfer is completed, T-Server then starts no-answer supervision, as the call that is now ringing on the new destination is now a business call. T-Server provides the information about the no-answer profile that is applied (according to the configuration) using the standard Extensions attributes in EventPartyChanged.
You can also apply No-Answer Supervision to private calls, using the nas-private configuration option.
Note: This this option is set in the TServer section, it defines the default value for all private calls. However, you can also set a value for this option on the Annex tab of DNs of type Extension or Agent Login in a section that is called TServer. When the is set there, it overrides the default value for the specific DN.
There are scenarios where a call that was already established can start to ring again on a device, therefore, no-answer supervision must be re-applied. In such scenarios, T-Server suppresses the new ringing event and keeps reporting the call as held. In this case there is no event for T-Server to notify clients about the no-answer supervision to be applied, so T-Server sends a private event to notify the client applications that no-answer supervision will be applied. As soon as the PBX reports a delivered-recall (or its equivalent), T-Server sends the following private events and provides the information about the no-answer supervision profile applied in the standard Extensions attributes, described in the table below:
EventRingback—sent in response to the ringback occurring on the device with no-answer supervision.
The DN of the device.
Extensions attribute key
Present always. Provides the details of the no-answer overflow and the timeout to be applied.
Extensions attribute key
Present only if there is an agent logged in. Provides the details of the no-answer action to be applied.
There are cases where the PBX recalls a call back to a device that the call already left—many PBXs recall blind transferred calls back to the transferring device in case they were not answered on the transfer destination. In this case, T-Server report an EventRinging event, therefore, T-Server does not send a private event to the clients.
The recall-no-answer-timeout configuration option allows you to configure the No-Answer Supervision feature for recall scenarios.
The nas-indication configuration option allows you to configure the reporting of the Extensions attributes related to the No-Answer Supervision feature for reporting scenarios.