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Built-in Functionality Built-in Inbound Functionality
Telephony Gateway Reference Manual 267
ing a Break (usually a
CTRL
+
C
). When an agent cancels from the
Auto-Receive screen, one of the following can occur based on
the device setting
Make agent unavailable on cancel :
• If this property is checked, an implicit Make Agent
Unavailable is executed setting the agent’s work mode to the
unavailable mode specified in the user ID or defined on the
switch. The agent remains logged into the ACD queue (and
the switch) until they Exit from the Project Selection screen.
• If this property is not checked, the agent is logged out of all
ACD queues and logged off the switch.
Note: The agent’s unavailable mode is either determined from the
agent’s user ID setup or from the switch. If no unavailable mode
is specified, the agent remains in auxiliary work mode.
6. When a call is connected, the following occurs:
• The gateway sends a connect message to the switch server and
routes the call to the agent’s extension. The switch server
sends the connect message to the database server via the
database server queue.
• The database server determines the project for the call. It
checks the call’s DNIS or VDN against the automated project
selections defined in the ISDNINDEX file and, if it finds a
match, sends the connect message with the project