Business-Call Handling

This section describes how T-Server handles different types of calls. Based on the call assignment, T-Server applies the appropriate business-call handling after the call is released.

T-Server Call Classification

T-Server automatically assigns every call to one of the four following categories:

• Business
• Work Related
• Private
• Unknown

According to which type is assigned, T-Server applies the appropriate business call handling after the call is released. T-Server reports the business call type in the call related events by using the BusinessCall key in the Extensions attribute, unless the business call type is Unknown.

Business Calls

By default, T-Server categorizes any call that is distributed to an agent or extension through a Routing Point, a Routing Queue, or an ACD Queue as a business call. This behavior can be modified by adding the bsns-call-type option to the distribution device’s Annex tab. The bsns-call-dev-types configuration option determines whether a call on a distribution device is promoted to a business call type. Use the following configuration options to define what additional calls (to or from an agent) are classified as business calls:

• inbound-bsns-calls
• outbound-bsns-calls
• internal-bsns-calls
• unknown-bsns-calls

T-Server can be configured to categorize consultation calls that are made on behalf of a business call as business calls using the following option:

• inherit-bsns-type

See, the Related Configuration Options topic for more information on these configuration options.

Once a call is classified as a business call, this attribute remains with the call (connection ID) until it is ended. When an agent releases a call that T-Server has categorized as a business call, T-Server applies the automatic emulated wrap-up and legal guard times, if these features are configured. See, the Emulated After-Call Work (ACW) topic for more information.

Private Calls

T-Server categorizes any call that does not fall into the business or work-related categories as a private call. T-Server does not apply any automatic business-call handling after a private call. If emulated agents receive a direct private call while in wrap-up or legal-guard time, the emulated wrap-up or legal-guard timer is not interrupted.

Work-Related Calls

T-Server categorizes any non-business call that an agent makes while in an after-call work (ACW) as a work-related call. T-Server does not apply any automatic business-call handling after a work-related call.

Because emulated agents can make or receive a direct work-related call while in wrap-up time, T-Server pauses the emulated wrap-up timer for the duration of such a call.

If an agent receives a direct work-related call during legal-guard time, T-Server cancels the legal-guard timer and reapplies it at the end of the work-related call.

Unknown Calls

Any call that does not fall into any of the above categories is classified as an unknown call.