System Administrator
Actions Tab
12 Strata CTX ACD System Administrator 10/04
Share Agent’s Behavior
The main group borrows but does not claim ownership over, the agents from the
shared group. The main group is restricted to send a call to a shared agent only if the
shared group has no waiting calls. When the main group gets the opportunity to send a
call to a shared agent, the main group follows the search algorithm of the shared
group.
When the main group sends a call to a shared agent, the main group treats the agent in
the same way the shared group would have treated it. That is, it gives the same wrap-
up time that the shared group would have given, using the “logout on missed call
settings of the shared group, and so on.
If the shared agent fails to answer the call, the main group moves the call back to
itself. Table 3 shows how the call is processed and the Share Agent is treated.
%F The extension of the device that last redirected this call.
%I PBX call ID
%N Calling party name (outside calls only)
%P Calling phone number
%T Call type
%U The number of times the call has gone to periodic announcement.
Table 3 Share Agent’s Behavior
Operation Behavior
Call Distribution Share Group
Wrap-up Share Group
No-answer Advance Timer Main Group
No-answer Advance
Destination
Main Group
Logout on Missed Call Share Group
Logout on Missed Calls
from which Group
Share Group
Table 2 Variables (continued)
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