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No-Answer Supervision
This section describes T-Server's No-Answer Supervision feature.
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.
Recall Scenarios
The recall-no-answer-timeout configuration option allows you to configure No-Answer Supervision for recall scenarios.
Device-Specific Overrides
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:
Private Calls
You can also apply No-Answer Supervision to private calls, using the nas-private configuration option.
Reporting
The nas-indication configuration option allows you to configure the reporting of extensions related to No-Answer Supervision for reporting scenarios.