Pitney Bowes EDGE 7.11, Reference Manual

Page: 266 / 896

Built-in Functionality Built-in Inbound Functionality
Telephony Gateway Reference Manual 266
• The gateway responds to the agent logon with a success or
failure message to the switch server. If the response is a
success, the switch server updates the shared memory and
sends a message to the client queue. The XGUIDE picks up
the message and begins waiting for a call on Auto-Receive.
The system fields $WAITCALLDT and $WAITCALLTM are
filled with the current date/time.
If the Open Link to Hardware or Make Agent Available is unsuc-
cessful, the switch server updates the client queue with the fail-
ure message. The XGUIDE picks up the message and displays an
error message on the agent’s screen.
4. When the agent is successfully made available, the following
actions occur:
• Implicit logic is performed that executes a Check for a Call
command to see if there are any calls waiting for the agent. If
there is a call for the agent, the agent is routed to the correct
project.
• If the Check for a Call command did not detect a call for the
agent, a Wait for a Call command is executed to place the
agent in a loop on the Auto-Receive screen waiting for a
connect message from the switch server.
5. The agent remains on Auto-Receive until receiving an inbound
call for extension 5121 or ACD group 7037. The agent can break
out of the wait state by selecting the Cancel button or execut-