Avaya Aura® Call Center Elite Feature

Reference

Release 6.2
July 2012
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4 CC Elite 6.2 Feature Reference July 2012
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 Contents

Chapter 1: Introduction...................................................................................................... 13
Purpose..................................................................................................................................................... 13
Other Call Center Elite documents............................................................................................................ 13
Related resources..................................................................................................................................... 13
Avaya Mentor videos........................................................................................................................ 14
Support...................................................................................................................................................... 14
Warranty.................................................................................................................................................... 14
Chapter 2: Automatic Call Distribution fundamentals..................................................... 15
About communication servers................................................................................................................... 15
Trunks, trunk groups, and extensions.............................................................................................. 15
Communication server attendant..................................................................................................... 16
About Automatic Call Distribution.............................................................................................................. 16
About automatic-in processing.................................................................................................................. 17
About Direct Inward Dialing processing.................................................................................................... 17
DID processing example.................................................................................................................. 18
About split queue call processing............................................................................................................. 18
Priority and normal split queues....................................................................................................... 19
Dynamic queue slot allocation.......................................................................................................... 19
About announcements for calls in a split queue............................................................................... 20
About answer supervision......................................................................................................................... 21
About abandoned calls............................................................................................................................. 21
About intraflow and interflow..................................................................................................................... 22
How to administer ACD splits........................................................................................................... 22
Queue threshold assignment........................................................................................................... 23
Types of Intraflow assignment.......................................................................................................... 23
How to administer Intraflow or Interflow........................................................................................... 23
About Night Service.................................................................................................................................. 24
Hunt Group Night Service................................................................................................................ 24
Trunk Group Night Service............................................................................................................... 24
System Night Service....................................................................................................................... 25
About call distribution methods................................................................................................................. 25
Call distribution methods without EAS............................................................................................. 25
Call distribution methods with EAS.................................................................................................. 27
How do agents handle calls............................................................................................................. 29
About call management systems.............................................................................................................. 37
How does CMS work with ACD........................................................................................................ 38
Chapter 3: Avaya 96X1 SIP agent deskphones................................................................ 43
96X1 SIP agent deskphone feature support............................................................................................. 43
96X1 SIP value-added capabilities........................................................................................................... 44
Chapter 4: ACD features..................................................................................................... 47
Abandoned Call Search............................................................................................................................ 47
Abandoned Call Search considerations........................................................................................... 48
ACD field options for agents..................................................................................................................... 48
ACD field setting considerations...................................................................................................... 48

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 Add/Remove Skills.................................................................................................................................... 49
Add/Remove Skills considerations................................................................................................... 49
Add/Remove Skills interactions........................................................................................................ 49
Agent/Caller Disconnect Tones................................................................................................................. 50
Agent/Caller Disconnect Tones scenarios........................................................................................ 51
Country-specific disconnect tone definition...................................................................................... 52
Agent/Caller Disconnect Tones interactions..................................................................................... 53
Agent Call Handling.................................................................................................................................. 53
ACD work modes............................................................................................................................. 54
After Call Work mode....................................................................................................................... 54
Agent answering options.................................................................................................................. 55
Agent capacity and related limits...................................................................................................... 55
Agent login and logout...................................................................................................................... 57
Agent request for supervisor assistance with or without an active ACD call.................................... 57
Auto-In mode.................................................................................................................................... 58
Automatic Answer............................................................................................................................ 58
Auxiliary work mode......................................................................................................................... 58
Block hang-up by logged-in auto-answer agents............................................................................. 59
Call Work Codes............................................................................................................................... 60
Login to a skill................................................................................................................................... 61
Logout.............................................................................................................................................. 62
Manual Answer................................................................................................................................. 62
Manual-In mode............................................................................................................................... 62
Option to not apply ringback to callers............................................................................................. 62
Ringer-off control of auto-answer for non-ACD calls........................................................................ 63
Stroke Counts................................................................................................................................... 63
Timed After Call Work...................................................................................................................... 63
Agent Call Handling considerations................................................................................................. 67
Agent Call Handling interactions...................................................................................................... 68
Auto-Available Split/Skill........................................................................................................................... 70
Agent login with AAS........................................................................................................................ 71
Agent logout with AAS...................................................................................................................... 71
AAS considerations.......................................................................................................................... 71
AAS interactions............................................................................................................................... 72
Automatic Call Distribution........................................................................................................................ 73
Configuring a call center................................................................................................................... 74
Call And Agent Selection .................................................................................................................. 76
ACD methods................................................................................................................................... 81
Basic Call Management System............................................................................................................... 85
BCMS interactions............................................................................................................................ 86
Best Service Routing................................................................................................................................. 86
Benefits of BSR................................................................................................................................ 87
BSR terminology.............................................................................................................................. 89
BSR requirements............................................................................................................................ 91
How BSR determines the best resource.......................................................................................... 93
Tips for writing BSR vectors............................................................................................................. 95
About Alternate Selection on BSR Ties............................................................................................ 96

6 CC Elite 6.2 Feature Reference July 2012

 Single-site BSR................................................................................................................................ 96
Multi-site BSR................................................................................................................................... 104
About BSR local treatment for calls queued remotely...................................................................... 132
BSR considerations.......................................................................................................................... 139
BSR interactions............................................................................................................................... 139
Business Advocate.................................................................................................................................... 143
Call Prompting........................................................................................................................................... 144
Call Prompting command set........................................................................................................... 145
Touch-tone collection requirements.................................................................................................. 145
Call Prompting digit entry-collect digits command............................................................................ 146
Functions and examples.................................................................................................................. 148
Dial-ahead digits-collect digits command......................................................................................... 155
ASAI-requested digit collection........................................................................................................ 158
ASAI-provided dial-ahead digits - collect digits command............................................................... 158
Call Prompting considerations.......................................................................................................... 159
Call Prompting interactions.............................................................................................................. 159
Expert Agent Selection.............................................................................................................................. 160
EAS terminology............................................................................................................................... 161
EAS benefits..................................................................................................................................... 162
EAS-PHD - 120 skills/16 skill levels................................................................................................. 164
Direct Agent Calling.......................................................................................................................... 164
How to identify caller needs............................................................................................................. 170
Functions and examples.................................................................................................................. 173
Additional agent log-in ID capabilities.............................................................................................. 187
EAS considerations.......................................................................................................................... 189
EAS interactions............................................................................................................................... 190
Forced Agent Logout by Clock Time......................................................................................................... 201
Forced Logout Override................................................................................................................... 201
Forced Agent Logout from Clock Time example.............................................................................. 201
Forced Agent Logout from Clock Time interactions......................................................................... 202
Forced Agent Logout/Aux Work by Location/Skill..................................................................................... 205
Logging out all the agents in a location............................................................................................ 206
Remotely forcing all agents in a location/skill to logout/Aux work mode.......................................... 207
Remotely forcing all agents in a location/skill to logout/Aux work mode in one step........................ 209
Forced Agent Logout from ACW ............................................................................................................... 209
Forced Agent Logout from ACW interactions ................................................................................... 210
Inbound Call Management........................................................................................................................ 210
ICM applications............................................................................................................................... 211
ICM considerations........................................................................................................................... 215
ICM interactions............................................................................................................................... 215
Information Forwarding............................................................................................................................. 216
Information Forwarding benefits....................................................................................................... 216
Data handled by Information Forwarding......................................................................................... 217
ASAI shared UUI data conversion.................................................................................................... 218
Information Forwarding detailed description.................................................................................... 218
ISDN network requirements............................................................................................................. 222
Information Fowarding example....................................................................................................... 223

CC Elite 6.2 Feature Reference July 2012 7

 SIP network requirements................................................................................................................ 223
Information Forwarding considerations............................................................................................ 224
Information Forwarding interactions................................................................................................. 224
Information forwarding support for BSR and LAI.............................................................................. 225
Advanced information forwarding for ISDN and SIP trunks............................................................. 228
Interruptible Aux........................................................................................................................................ 233
Interruptible Aux thresholds.............................................................................................................. 235
Interruptible Aux considerations....................................................................................................... 237
Intraflow and Interflow............................................................................................................................... 237
How does Intraflow work.................................................................................................................. 238
Interflow and Intraflow considerations.............................................................................................. 239
Interflow and Intraflow interactions................................................................................................... 239
Location Preference Distribution............................................................................................................... 239
About location numbers.................................................................................................................... 240
Call handling conditions................................................................................................................... 243
Local Preference Distribution interactions........................................................................................ 244
Look-Ahead Interflow................................................................................................................................ 246
LAI requirements.............................................................................................................................. 246
Two switch configuration.................................................................................................................. 247
LAI command set............................................................................................................................. 247
How does traditional LAI work.......................................................................................................... 249
About Enhanced LAI........................................................................................................................ 252
LAI-initiated path replacement for calls in vector processing........................................................... 259
DNIS and VDN Override in an LAI environment.............................................................................. 260
LAI with network ADR...................................................................................................................... 261
Multi-site applications for Enhanced LAI.......................................................................................... 262
LAI considerations............................................................................................................................ 262
Maximum Agent Occupancy..................................................................................................................... 266
When to use MAO............................................................................................................................ 267
Determining when an agent is pending availability due to MAO...................................................... 267
Manual-in mode................................................................................................................................ 267
Auto-in mode.................................................................................................................................... 267
Manual override of MAO Aux mode................................................................................................. 268
Default Aux work reason code for MAO pending state.................................................................... 268
Evaluating MAO using CMS reports................................................................................................. 268
MAO interactions.............................................................................................................................. 269
Multiple Call Handling............................................................................................................................... 270
MCH applications............................................................................................................................. 270
MCH Settings................................................................................................................................... 270
MCH considerations......................................................................................................................... 273
MCH interactions.............................................................................................................................. 273
Proactive Contact outbound calling improved reporting........................................................................... 275
Prerequisites for using Proactive Contact outbound calling improved reporting.............................. 275
Switch-classified and non switch-classified calls.............................................................................. 275
The Proactive Contact Outbound Calling Process........................................................................... 276
Proactive Contact improved reporting interactions........................................................................... 279
Queue Status Indications.......................................................................................................................... 279

8 CC Elite 6.2 Feature Reference July 2012

 Types of Queue Status Indications................................................................................................... 280
Queue Status Indication interactions................................................................................................ 280
Reason Codes.......................................................................................................................................... 281
Types of reason codes..................................................................................................................... 281
Reason code considerations............................................................................................................ 282
Reason code interactions................................................................................................................. 283
Redirection on IP Failure........................................................................................................................... 284
How does ROIF work....................................................................................................................... 284
ROIF considerations......................................................................................................................... 286
ROIF interactions............................................................................................................................. 286
Redirection on No Answer........................................................................................................................ 287
RONA detailed description............................................................................................................... 288
RONA application examples............................................................................................................ 289
RONA considerations....................................................................................................................... 293
RONA interactions............................................................................................................................ 294
Interactions with other ringing call timers......................................................................................... 300
Redirection on OPTIM Failure................................................................................................................... 301
ROOF considerations....................................................................................................................... 302
ROOF interactions............................................................................................................................ 302
Remote Logout of Agent........................................................................................................................... 303
Locally logging out an agent............................................................................................................. 303
How to administer Remote Logout of Agent using a VDN............................................................... 304
Remotely logging out an agent using the assigned VDN................................................................. 305
Remote Logout of Agent interactions............................................................................................... 305
Reporting Adjuncts.................................................................................................................................... 306
About measured trunks versus unmeasured facilities...................................................................... 306
Allocation of measured trunks and unmeasured facilities................................................................ 307
Reporting adjuncts considerations................................................................................................... 307
Service Level Maximizer........................................................................................................................... 311
MAO................................................................................................................................................. 311
SLM requirements............................................................................................................................ 312
SLM operations................................................................................................................................ 312
SLM algorithms................................................................................................................................ 317
SLM reporting................................................................................................................................... 318
SLM interactions............................................................................................................................... 320
Service Observing..................................................................................................................................... 321
Using Service Observing.................................................................................................................. 321
No-talk FAC for Service Observing.................................................................................................. 322
Observing Logical-Agent IDs............................................................................................................ 322
Observing Remotely or by FAC........................................................................................................ 322
Observing VDNs............................................................................................................................... 323
Service Observing/SSC with Exclusion............................................................................................ 324
VDN Observing by Location............................................................................................................. 324
Service Observing indicators............................................................................................................ 326
Service Observing considerations.................................................................................................... 332
Service Observing interactions......................................................................................................... 334
Service Observing with Multiple Observers.............................................................................................. 338

CC Elite 6.2 Feature Reference July 2012 9

 Service Observing with Multiple Observers example....................................................................... 338
Service Observing with Multiple Observers interactions.................................................................. 339
Universal Call ID....................................................................................................................................... 339
How does UCID work?..................................................................................................................... 340
What creates UCIDs?....................................................................................................................... 340
When are UCIDs created?............................................................................................................... 340
How are UCIDs transmitted?............................................................................................................ 340
UCID application requirements........................................................................................................ 341
UCID tracking scenarios................................................................................................................... 342
UCID considerations........................................................................................................................ 347
UCID interactions............................................................................................................................. 348
VDN of Origin Announcement................................................................................................................... 348
VOA considerations.......................................................................................................................... 349
VOA interactions.............................................................................................................................. 351
VDN Time Zone Offset.............................................................................................................................. 353
Reason to use VDN Time Zone Offset............................................................................................. 353
Operation.......................................................................................................................................... 353
Example of VDN Time Zone Offset.................................................................................................. 353
VDN Time Zone Offset interactions.................................................................................................. 354
Voice Response Integration...................................................................................................................... 355
About VRI......................................................................................................................................... 355
VRI detailed description................................................................................................................... 356
VRI interactions................................................................................................................................ 357
VuStats...................................................................................................................................................... 362
VuStats forms and fields................................................................................................................... 363
VuStats considerations..................................................................................................................... 367
VuStats interactions.......................................................................................................................... 367
Zip tone burst for CallMaster® endpoints.................................................................................................. 370
Chapter 5: Call Vectoring features.................................................................................... 371
Adjunct Routing......................................................................................................................................... 371
Considerations for implementing adjunct routing............................................................................. 372
Receiving and implementing an ASAI call route.............................................................................. 373
Data sent with an ASAI call route request........................................................................................ 374
Special vector processing considerations associated with adjunct routing...................................... 375
Advanced Vector Routing features........................................................................................................... 384
Advanced Vector Routing command set.......................................................................................... 384
When to use wait time predictions.................................................................................................... 384
Expected Wait Time (EWT).............................................................................................................. 386
Factors that increase EWT for a split priority level........................................................................... 390
Attendant Vectoring................................................................................................................................... 395
Attendant queue............................................................................................................................... 395
Attendant VDNs................................................................................................................................ 395
Console Parameters screen example.............................................................................................. 398
Hunt group queue for Attendant Vectoring....................................................................................... 400
Night service..................................................................................................................................... 400
Redirecting calls to attendant VDNs................................................................................................. 400
Restrictions for attendant and non attendant vectoring.................................................................... 401

10 CC Elite 6.2 Feature Reference July 2012

 TN assignments............................................................................................................................... 401
Vector screen example..................................................................................................................... 401
Holiday Vectoring...................................................................................................................................... 402
Administering Holiday Vectoring....................................................................................................... 403
Holiday Vectoring command set....................................................................................................... 403
Holiday table command syntax........................................................................................................ 404
Using the holiday table commands.................................................................................................. 405
Changing vector processing for holidays......................................................................................... 406
Holiday Vectoring considerations..................................................................................................... 408
Meet-me Conference................................................................................................................................ 409
Meet-me Conference command set................................................................................................. 409
Activating Meet-me Conference....................................................................................................... 412
Creating a Meet-me Conference VDN............................................................................................. 412
Creating a Meet-me Conference vector........................................................................................... 414
Meet-me Conference interactions.................................................................................................... 415
Meet-me Conference capacity issues.............................................................................................. 416
Meet-me Conference call processing scenario................................................................................ 417
Network Call Redirection........................................................................................................................... 418
NCR options supported by PSTNs................................................................................................... 419
Protocols not supported by NCR...................................................................................................... 419
NCT-type feature operations............................................................................................................ 419
NCR implementation methods......................................................................................................... 424
NCR considerations......................................................................................................................... 430
NCR interactions.............................................................................................................................. 433
NCR support with SIP............................................................................................................................... 434
SIP Network Call Redirection protocols........................................................................................... 435
SIP limitations on call redirection..................................................................................................... 435
SIP NCR and Information Forwarding.............................................................................................. 435
NCR operations for SIP by Call Vectoring method........................................................................... 436
BSR queue-to best vector step activation of NCR........................................................................... 436
SIP NCR interactions....................................................................................................................... 437
Percentage Allocation Routing.................................................................................................................. 439
Considerations for implementing percentage allocation routing....................................................... 439
Rules for percentage allocation routing............................................................................................ 441
Percentage allocation routing example............................................................................................ 441
Service Hours Table Routing..................................................................................................................... 441
Goto processing for Service Hours Table Routing........................................................................... 442
Service Hours Table......................................................................................................................... 442
Goto step command for Service Hours Table Routing..................................................................... 443
Goto vector command for Service Hours Table Routing.................................................................. 443
Service Hours Table Routing scenario............................................................................................. 443
Service Hours Table Routing considerations.................................................................................... 445
Variables in Vectors................................................................................................................................... 445
VDN In a Coverage Path........................................................................................................................... 446
About VICP....................................................................................................................................... 446
VICP considerations......................................................................................................................... 446
VICP interactions.............................................................................................................................. 447

CC Elite 6.2 Feature Reference July 2012 11

 VDN Override............................................................................................................................................ 450
VDN parameters associated with the active VDN............................................................................ 451
Application of VDN Override............................................................................................................ 451
VDN Override for ASAI messages................................................................................................... 452
VDN Override feature interactions................................................................................................... 453
VDN Return Destination............................................................................................................................ 453
VDN variables........................................................................................................................................... 455
Reasons to use VDN variables........................................................................................................ 455
Call Vectoring considerations.................................................................................................................... 456
Displaying VDN names for vector-initiated DACs............................................................................ 456
Call transfer to VDNs........................................................................................................................ 460
Call Vectoring interactions......................................................................................................................... 461
Call Vectoring and BCMS/CMS interactions.................................................................................... 466
Chapter 6: Troubleshooting............................................................................................... 479
Expected Wait Time.................................................................................................................................. 479
Information Forwarding............................................................................................................................. 479
UUI data not forwarded.................................................................................................................... 480
Remote agent call problems..................................................................................................................... 481
Proposed Solution............................................................................................................................ 481
UCID not transmitted................................................................................................................................. 481
Proposed Solution............................................................................................................................ 481
Meet-me Conference................................................................................................................................ 482
Conference call drops...................................................................................................................... 482
Sound volume is too low.................................................................................................................. 482
Network Call Redirection........................................................................................................................... 482
Proposed Solution............................................................................................................................ 483
Troubleshooting NCR for SIP........................................................................................................... 485
Multi-site Best Service Routing................................................................................................................. 488
Single-site Best Service Routing............................................................................................................... 488
Chapter 7: Security issues................................................................................................. 491
Remote access......................................................................................................................................... 491
Front-ending remote access............................................................................................................. 491
Replacing remote access................................................................................................................. 492
EAS........................................................................................................................................................... 492
Limiting outside access using VDN COR restrictions............................................................................... 493
Meet-me Conference security issues........................................................................................................ 493
Vector-initiated service observing............................................................................................................. 494
Voice Response Integration (VRI)............................................................................................................. 494
Attendant Vectoring security issues.......................................................................................................... 495
Glossary............................................................................................................................... 497
Index..................................................................................................................................... 511

12 CC Elite 6.2 Feature Reference July 2012

Chapter 1: Introduction

Purpose
The document contains detailed information about each Automatic Call Distribution (ACD) and
Call Vectoring feature. The document also contains information about the interaction between
Call Vectoring and call management systems, such as Avaya Call Management System.

Other Call Center Elite documents

• Avaya Aura® Call Center Elite Overview and Specification: Contains the salient features
of Call Center Elite and information about capacity, performance, compatibility, dial plan,
and security features.
• Planning an Avaya Aura ® Call Center Elite Implementation: Contains information about
setting up and converting a call center to Expert Agent Selection (EAS).
• Administering Avaya Aura ® Call Center Elite Features: Contains information about
administering Call Center Elite features, recorded announcements, Voice Response Units
(VRUs) or Interactive Voice Response (IVRs) as station ports, and Time of Day (TOD)
clock synchronization.
• Programming Call Vectoring Features in Avaya Aura ® Call Center Elite: Contains
information about writing, using, and troubleshooting vectors.

Related resources
• Avaya Communication Manager Call Center Software Basic Call Management System
(BCMS) Operations: Contains information about the BCMS feature for ACD reporting.
• Avaya Call Management System Administration: Contains information about
administering the ACD features using Avaya CMS Supervisor.
• Avaya Aura ® Communication Manager System Capacities Table: Contains information
about the offer-defined capacities for various Avaya Aura® server platforms.
You can find the latest copies of the Call Center Elite documentation and the related documents
on the Avaya Support website at http://www.avaya.com/support.

CC Elite 6.2 Feature Reference July 2012 13

Introduction

Avaya Mentor videos

Avaya Mentor is an Avaya-run channel on YouTube that includes technical content on how to
install, configure, and troubleshoot Avaya products.
Visit http://www.youtube.com/AvayaMentor.
Enter a key word or key words in the Search channel to search for a specific product or topic.
Click the name of a playlist to scroll though the posted videos.

Support
Visit the Avaya Support website at http://support.avaya.com for the most up-to-date
documentation, product notices, and knowledge articles. On the Avaya Support website at
http://support.avaya.com, search for notices, release notes, downloads, user guides, and
resolutions to issues. Use the Web service request system to create a service request. Chat
with live agents to help answer questions. If an issue requires additional expertise, agents can
quickly connect you to a support team.

Warranty
Avaya provides a 90-day limited warranty on Call Center Elite. To understand the terms of the
limited warranty, see the sales agreement or other applicable documentation. In addition, the
standard warranty of Avaya and the details regarding support for Call Center Elite in the
warranty period is available on the Avaya Support website at http:// www.avaya.com/support
under Help & Policies > Policies & Legal > Maintenance and Warranty Information. See
also Help & Policies > Policies & Legal > License Terms.

14 CC Elite 6.2 Feature Reference July 2012

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Chapter 2: Automatic Call Distribution
fundamentals

About communication servers

A communication server is an electronic device that processes and connects incoming,
outgoing, and internal calls to the destination. A Central Office (CO) is the communication
server of a phone company in your local area.

Trunks, trunk groups, and extensions

Incoming calls to a company first pass through the CO. The CO sends calls to the company
communication server over trunks. Trunks are telephone lines that carry calls between two
servers, between a CO and a server, or between a CO and a phone.
The CO receives the dialed digits from the caller, processes the digits, and seizes a trunk that
is assigned those digits. From the seized trunk, the CO sends a continuing transmission to the
destination phone or communication server. No other calls can be sent over that trunk until the
current call disconnects.
Since a trunk can carry only one call at a time, trunk groups are usually created and are
assigned to the same digits. With a trunk group, the CO receives the digits of a dialed phone
number and checks if any trunk assigned to that number is available. The CO then seizes an
available trunk. You can make as many calls simultaneously over a trunk group with the
available trunks. A trunk group, therefore, can carry multiple calls for the same phone number.
When a trunk group carries incoming calls (that is, calls made outside the company
communication server location) to the communication server, the communication server
connects the calls to their proper destinations within the company.
In addition to connecting incoming calls to the proper destinations, communication servers act
like private COs for company employees. Employee telephones connect to a communication
server by telephone lines called extensions. You can assign numbers to extensions and the
numbers become the employee phone numbers for internal calls.

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Automatic Call Distribution fundamentals

Communication server attendant

Incoming calls can also go to a communication server attendant who manually routes calls to
their proper destinations using an attendant console. Normally an attendant serves as an
internal operator who transfers calls to the proper extensions. A communication server often
has more than one attendant, and all of the communication server’s attendants answer calls
directed to the attendant queue, which holds calls until an attendant is available. The attendant
queue receives internal calls from employee extensions, through Direct Inward Dialing (DID)
processing and Automatic-in processing. If the attendant has an automatic-in number, it
normally is the number published in a phone book, and the DID number is used by off-site
employees who know only the extension number of the attendant.
With Centralized Attendant Service (CAS), you can consolidate attendants at one private
network location. The attended location is called the CAS main and each unattended location
is called a CAS branch. At branch locations, calls requiring attendant services route by way of
Release Link Trunks to the main location.

About Automatic Call Distribution

Automatic Call Distribution (ACD) processes and distributes high-volume incoming, outgoing,
and internal calls to groups of extensions called hunt groups or splits. Communication Manager
sends information on ACD operations to Call Management System (CMS), which stores and
formats data and produces real-time and historical reports.
With ACD, system administrators can create an efficient call management environment by:
• Adding or removing splits or skills, announcements, and agents
• Adding trunk groups
• Routing calls to splits or skills
• Assigning a split supervisor to each ACD split or skill
• Determining the ACD measurement criteria
• Using CMS for reports that indicate the operational efficiency of ACD
An agent is a person or a voice response port that answers ACD calls. Companies that operate
high-volume call centers, for example, a catalog sales, reservations, or customer service
center, use ACD to process and distribute incoming calls to agents. The split supervisor can
use Communication Manager and CMS features to monitor the split and agent performance
and provide assistance.

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About automatic-in processing

Automatic-in processing is a type of call processing. With automatic-in processing, the CO
processes all the digits of an incoming call. The CO then seizes a trunk from the trunk group,
but since processing is complete, the call connects directly to a destination identified in the
communication server software. The destination can be a telephone, a queue in which callers
wait to be answered in the order in which their call was received, or a special treatment like an
announcement.
You can assign each automatic-in trunk group to an ACD split. Communication Manager directs
all incoming calls from an automatic-in trunk group to the assigned split. ACD then distributes
the calls to the agent extensions assigned to the split based on the assigned call distribution
method.

About Direct Inward Dialing processing

With Communication Manager, you can directly dial various extensions such as a VDN, a hunt
group, an agent, or a login ID. You can assign each extension to a split as a Direct Inward
Dialing (DID) extension. With DID processing, incoming trunks do not connect the CO directly
to the phone of the employee. Instead, the communication server pools the incoming trunks
and the employee phones share the pool of trunks. Extension numbers serve as the final digits
of employee phone numbers for incoming calls, that is, the CO assigns a 2-digit, 3-digit or 4-
digit prefix to a trunk group. When a caller dials a 7-digit employee phone number, call
processing is as follows:
1. The CO processes the prefix of the dialed number and seizes a trunk in the trunk
group that is assigned the prefix.
2. The CO passes the remaining digits of the dialed number to Communication
Manager.
3. Communication Manager recognizes the remaining digits as an employee
extension number and sends the call to that extension.

Note:
Automatic-in trunk groups carry calls only to the split, whereas DID trunk groups carry calls
to any extension identified in Communication Manager, not just to a split.

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DID processing example

As an example of DID processing, say that employee A has an external phone number
538-1000 and an extension number 1000. Employee B has a phone number 538-9999 and an
extension number 9999.
The steps for completing calls to employees A and B are as follows:
1. Employee A’s client dials 538-1000.
2. The CO serving employee A’s company identifies the digits 538 (the common prefix
for all phone numbers to that company) and seizes Trunk 1 in the trunk group
assigned the digits 538.
3. The CO passes the digits 1000 to the communication server at employee A’s
company.
4. The communication server identifies the digits 1000 as employee A’s extension
number and sends the call to employee A’s extension.
5. Employee A’s phone rings and employee A answers.
6. Meanwhile, employee B’s client dials 538-9999.
7. The CO identifies the digits 538 and seizes Trunk 2 in the trunk group assigned the
digits 538.
8. The CO passes the digits 9999 to the communication server.
9. The communication server identifies the digits 9999 as employee B’s extension
number and sends the call to employee B’s extension.
10. Employee B’s phone rings and employee B answers.
While employees A and B continue to talk, Trunks 1 and 2 in the 538 trunk group cannot accept
any more calls, so another call beginning with the digits 538 seizes yet another trunk in the
trunk group.

About split queue call processing

A split queue is a holding area for calls waiting to be answered, usually in the order in which
the calls are received. When a call is put in a queue, the caller hears a delay announcement,
music or silence, depending on the treatment assigned to the split. You can administer the call
treatment for calls in the queue.
Calls enter the queue at the bottom and move up towards the top of the queue. After a call
reaches the top of the queue, the call connects to the next available agent.
For Communication Manager with the Call Vectoring feature, call vectors specify all call
treatment including routing, queueing, announcements, and music. When a call arrives at a

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split, ACD checks if an agent is available to handle the call. If an agent is unavailable or is
busy, the call enters the split queue.
Calls queue only if all agents are unavailable. If the queue is full, the caller hears a busy tone
or the call goes to coverage. If the split is vector controlled, this step fails. Furthermore, if no
agents are logged in to the split or if all agents are in the Aux work mode, calls do not queue
up.

Priority and normal split queues

Each split can have two queues: normal and priority. A split always has a normal queue, but
you can assign a priority queue to a split. ACD distributes all calls to the priority queue, if one
exists. ACD distributes calls to the normal queue only after the priority queue is empty.
You can assign priority queueing in the Class of Restriction (COR) associated with the split
extension number. You can also assign a split priority queueing on Intraflow, which means that
calls to that split, if rerouted to another local split, enter the priority queue of the destination
split.

Dynamic queue slot allocation

Communication Manager dynamically allocates queue slots to hunt groups or skills. You do
not have to estimate and administer queue slots. Communication Manager dynamically
allocates hunt group or skill queue slots on an as-needed basis. Communication Manager
extracts a queue slot resource from a common pool. When Communication Manager removes
the call from the queue, the queue slot resource is relinquished and is returned to the common
pool. There are enough queue slots to allow all possible calls to queue.
Dynamic queue slot allocation offers the following advantages:
• Reduced administration
• Expanded capacities such as increased skill availability in your call center
• Elimination of lost or blocked calls when all queue slots are full

Note:
You can limit the actual number of calls that can be queued for a specific hunt group
by using the calls-queued conditional in the check split/skill if calls-
queued or goto step/vector if calls-queued in split/skill vector
commands.
Use the Queue Limit field to specify the maximum number of calls that can be queued to the
hunt group.

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About announcements for calls in a split queue

When a call enters a split queue, the caller hears the ringing tone until Communication Manager
connects the call to an agent or an announcement. The caller hears an announcement, music,
or silence. An announcement is a recorded message that provides information such as the
destination the call has reached or the business hours of a company. Use an announcement
to persuade the caller to stay on the line.
Communication Manager supports internal and external announcement devices. You can
assign announcements and delay time to splits through the communication server
administration. Delay time is the amount of time a call waits in queue before receiving an
announcement. If a call connects to an agent before the delay time expires, the caller does
not hear the announcement. If a call connects to an agent while an announcement is playing,
the announcement stops. After the first announcement, the caller hears music or silence until
the second announcement or the call connects to an agent.
The announcement delay time can be from 0 to 99 seconds. A 0-second delay time causes a
forced announcement, which means callers always hear the entire first announcement,
whether an agent is available or not. A second announcement can be administered to recur
each time the announcement delay time expires.

Rules for announcements

The system plays an announcement from beginning to end unless an agent becomes available.
When an agent becomes available, the system interrupts the announcement and provides a
ringback tone. Calls remain in the queue while the system plays the announcement. Any
feedback that the system provides before an announcement continues until the announcement
is played. For example, a wait with some music or ringback.
Without vectoring: If an announcement queue is full, the system continues to try to connect
the call to the proper announcement until the call connects to an agent, to an announcement,
or enters the announcement queue. The following rules apply to announcements without
vectoring implemented:
• Calls that directly enter a split queue always receive a forced first announcement. The
caller also hears first and second delay announcements, if administered, and the delay
intervals are met.
• Calls that reach a split by way of Call Coverage from another split (Intraflow) or a station
do not receive a forced or delay first announcement at the destination split. The caller
hears a second delay announcement, if administered, and the delay interval is met.
• Calls that reach a split by way of Call Forwarding from another split (Interflow) or station
do receive delay first and second announcements if administered and the delay intervals
are met.
With vectoring: If the announcement queue is full, the call retries the announcement step for
an indefinite period before any new vector steps are processed. If an announcement

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 About answer supervision

command follows a failed adjunct routing command, the announcement is interrupted. If

the adjunct routing command succeeds, that is, the communication server receives a
destination from the ASAI adjunct, the announcement terminates immediately. The
announcement command step is skipped and vector processing continues at the next vector
step, whenever any of the following conditions exist:
• Requested announcement is busied out, not available, or not administered
• Integrated board is not installed
• External aux trunk or analog equipment is not attached

Announcement queueing
External and internal announcement units are available. The number of calls that can be
queued to an announcement depends on the size of the communication server you have. The
capacity tables in the Avaya Aura ® Communication Manager System Capacities Table have
details for each communication server model. Queueing for internal announcements is quite
different. Internal announcements are delivered by a multi-port/channel announcement board,
and a call receives an announcement only when it connects to one of the announcement ports
or channels. Therefore, all calls wait in a single queue to access a channel on the
announcement board regardless of the split announcement the calls are waiting to receive.
The same announcement can be delivered over multiple channels. Announcements are
delivered on demand, so a call that connects to a channel receives an announcement
immediately and does not have to wait for the announcement to finish and start again.

About answer supervision

Answer supervision is a signal that Communication Manager sends to the CO. The signal
indicates to the CO that an incoming call is sent to an agent phone and that the CO must begin
tracking toll charges, if applicable, for the call. Communication Manager sends answer
supervision before a call connects to the agent phone, music, or announcement.

About abandoned calls

An abandoned call is a call that reaches a call center, but does not connect to an agent because
the caller hangs up before the call connects. A caller can abandon a call while in queue or
while the phone is ringing at an agent station. Abandoned calls represent lost sales or lost
goodwill. Adequate split staffing and effective use of announcements reduces the number of
abandoned calls. You can staff the splits so that calls do not have to wait in queue for long and
announcements persuade the caller to wait until an agent answers the call.

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If Communication Manager sends an answer supervision signal before a caller abandons the
call, a ghost call can occur. A ghost call is a call that an agent receives after the caller hangs
up. Ghost calls occur because, after a caller disconnects, some COs wait for 2 to 25 seconds
before sending a disconnect signal to Communication Manager. Ghost calls waste agent time
preventing other calls from connecting to an agent. To reduce the instances of ghost calls, you
can assign the Abandoned Call Search feature to specific trunk groups.
With Abandoned Call Search, Communication Manager checks the incoming trunk before
delivering an ACD call to an agent. If the trunk is on-hook at the CO, that is, the caller has
abandoned the call, Communication Manager releases the trunk and does not deliver the call.
If the call is still in progress on the trunk, Communication Manager delivers the call to an
agent.

About intraflow and interflow

You can use Intraflow and interflow to redirect ACD calls to another split, an internal destination,
or a remote destination. Use Intraflow to redirect calls to an internal destination. Use Interflow
to redirect calls to a destination outside the communication server.
You can administer three intraflow destinations or one interflow destination for a split. Intraflow
uses the Call Coverage feature to redirect ACD calls to a coverage path that includes more
than one of the following internal destinations or call treatments:
• An extension.
• A hunt group or an ACD split that includes a messaging system and message center
splits. A hunt group is a group of extensions that receive distributed calls. A split is a hunt
group that is measured by a reporting adjunct such as CMS.
• An attendant group.
• An announcement followed by a forced disconnection.
You can also administer call forwarding and ACD splits to intraflow calls unconditionally.
For external call redirection, you can administer a CAS attendant in addition to the destinations
and call treatments that you use with Intraflow.

How to administer ACD splits

If you assign more than one intraflow destination to a split, Avaya Aura® Communication
Manager attempts to redirect calls to each destination. If no destination accepts the call,
Communication Manager leaves the call in the original split queue. If you assign an interflow
destination, Communication Manager redirects the call only to the interflow destination. If the
interflow destination does not accept the call, the caller hears a busy signal.

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 About intraflow and interflow

When you administer ACD splits to intraflow calls unconditionally, Communication Manager
redirects all calls to the specified destination. Use unconditional intraflow to redirect calls when
a split is not staffed.
You can also administer ACD splits to intraflow calls if one or all of the following criteria are
met:
• Don’t Answer: When you administer call redirection to Don’t Answer, Communication
Manager redirects the call if an agent fails to answer the call within the assigned interval.
You can set an value from 1 to 99 ringing cycles.
• No Agents Staffed or All Agents in the Aux Work Mode: Communication Manager redirects
calls if agents are unstaffed or if all agents are in the Aux Work mode.

Queue threshold assignment

To increase the priority of an intraflow call, you can assign priority queueing on intraflow of the
call to the destination split. You can also assign an inflow threshold to the queue of the intraflow
destination. The inflow threshold is the length of time that the oldest call waits in queue. Once
the queue reaches the inflow threshold, the queue does not accept any intraflow call and
Communication Manager redirects the call to the next administered destination.

Types of Intraflow assignment

You can administer the following types of intraflow or interflow for a split:
• Don’t Answer Time Interval Intraflow using Call Coverage.
• Busy Intraflow using Call Coverage.
• Unconditional Intraflow using Call Forwarding-All.
When you administer intraflow of calls using Call Coverage, Avaya Call Management System
reports only inflowed and outflowed calls if the call queues to the original split. For example, a
call that covers using the busy criterion is not recorded as inflowed or outflowed since the call
did not queue to the original split. Calls that queue before covering using the Don’t Answer
criteria are recorded as inflowed or outflowed calls.

How to administer Intraflow or Interflow

You can administer a split for Intraflow or Interflow, but not both. However, for a given split, you
can use conditional and unconditional intraflow simultaneously. Conditional intraflow uses the
Call Coverage feature and unconditional intraflow uses the Call Forwarding feature.
Communication Manager uses the unconditional criterion before the conditional criterion to
forward a call to the destination. When you administer unconditional and conditional intraflow

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for simultaneous use, Communication Manager applies the conditional intraflow criteria to the
forwarded-to destination, and not to the original split.
You can administer unconditional and conditional intraflow criteria such that the Dialed Number
Identification Service (DNIS) numbers appear on the agent phones. For these criteria, the DNIS
number is a split extension with unassigned agent extensions. The intraflow destinations are
splits with staffed agents. With such a configuration, CMS reports incoming calls for the DNIS
number that is redirected using unconditional intraflow to real splits as outflowed. CMS also
reports the calls to the destination split as ACD and inflowed calls.
Administer console permissions and the Call Forwarding dial access code so that a split
supervisor can use a station to activate unconditional intraflow or interflow by entering the dial
access code, the split extension, and the destination number.
A split supervisor cannot establish conditional intraflow from a phone.

Note:
You cannot use CMS to set up or activate Intraflow or Interflow.

About Night Service

You can use Night Service to redirect all calls to one of the following internal destinations:
• ACD split
• Extension
• Attendant group
• Announcement with forced disconnect
Night Service is available for a hunt group, trunk group, or system.

Hunt Group Night Service

Hunt Group Night Service redirects all calls arriving at a split to an internal destination. The
Night Service destination for the split and the telephone button used to activate the feature are
assigned through communication server administration.

Trunk Group Night Service

Trunk Group Night Service redirects all calls arriving over a split’s assigned trunk groups to an
internal destination. The Night Service destination for the trunk group and the telephone button
used to activate the feature are assigned through communication server administration.

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Trunk Group Night Service by itself does not guarantee that all calls to a split will be redirected.
Calls from local extensions and DID calls will still connect to the split.
Trunk Group Night Service and Hunt Group Night Service can both be active at the same time.
If the Trunk Group Night Service is active, the destination is used for calls that come in over
the trunk group even if the calls go to a split that has a Hunt Group Night Service destination
assigned.

System Night Service

System Night Service redirects all calls arriving over all trunk groups to the Night Service
destination. System Night Service overrides any Hunt Group Night Service set up for an
individual split. If Trunk Group Night Service is active for a particular trunk group, System Night
Service does not affect that trunk group. When any type of Night Service becomes effective,
calls already in a split’s queue are not redirected. Agents must continue to staff the split until
the queue is empty.

About call distribution methods

The call distribution method, also known as hunting, that you assign to the split or skill
determines the delivery of ACD calls to agents. To establish queues for agents and calls, set
ACD and Queue on the Hunt Group screen to y. Queues handle incoming calls based on the
call distribution method, the availability of which depends on whether you choose to use the
EAS feature.

Call distribution methods without EAS

Without EAS, you can use the following call distribution methods:
• Direct Department Calling
• Uniform Call Distribution-Most Idle Agent (UCD-MIA)

Note:
In the following descriptions of ACD, Multiple Call Handling (MCH) is set to n. Agent
availability is different for splits where MCH is set to y.

Direct department calling

Communication Manager searches for an available agent in the order of assignment of
extensions to the split. With this call distribution method, you can use the most effective or

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experienced agents to handle more calls. Agent are ranked from the most to the least effective
and are then assigned to the split in that order.
If you administer a split for Direct Department Calling (DDC), Communication Manager routes
incoming calls to the first available agent extension in the administered sequence. If the agent
is not available, the call routes to the next available agent.

UCD-MIA
If you use UCD-MIA, Communication Manager searches for the agent extension that has been
idle for the longest time and delivers the call to that extension if the agent is available to receive
an ACD call. The UCD-MIA method ensures a high degree of equity in agent workloads even
when call-handling times vary.
Communication Manager determines which agent extension has been idle the longest by
maintaining an ordered list of agents who are eligible to receive the next ACD call. Eligible
agents enter the queue at the bottom and move toward the top of the queue. The agent who
has been in queue for the longest time receives the next ACD call unless the agent is not
available at the time the call is to be distributed. If the agent at the top of the queue is not
available, the ACD software checks the availability of the next agent in queue until an available
agent is found.
When an agent completes an ACD call, the agent is added to the bottom of the eligible-agent
queue for the split or skill associated with the call. The MIA across splits or skills options is
used to put an agent at the bottom of all split or skill queues that the agent is logged in to when
the agent completes any ACD call. Agents move toward the top of the eligible-agent queue as
long as the agents remain staffed and available or on AUXIN or AUXOUT extension calls from
the available state, or on an ACD call for another split, unless the MIA across splits or skills
option is turned on. You can decide if the agents in the After Call Work (ACW) mode are in the
eligible-agent queues.
An agent is marked as unavailable to take an ACD call if the agent is:
• In ACW.
• On an AUXIN or AUXOUT extension call from the available state.
• On an ACD call for another split or skill.
The agent remains in queue moving toward the top of the queue. Agents in multiple splits enter
multiple eligible-agent queues. The agents’ progress in each queue is independent of any
activity in other queues. Agents in the Aux state are not in the eligible-agent queue.
You can set the communication server to maintain a separate queue for available agents in
each split or skill, or you can create one combined queue for agents in all splits or skills. If the
MIA Across Splits/Skills field on the Feature-Related System Parameters screen is set to
n, the communication server maintains available agent queues for each split or skill. When an
agent answers a call, the agent is only removed from the available agent queue for the split or
skill at which that call arrived. If the field is set to y, the agent is removed from all split or skill

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queues that the agent is logged in to whenever the agent answer a call for any of their assigned
splits or skills.
The agent is returned to the agent queues, based on how you administer the following:
• If forced Multiple Call Handling applies, the agent is placed in the queue when the call
stops alerting.
• If the ACW Agents Considered Idle on the Feature-Related System Parameters screen
is set to y, the agent is queued when the call completes.
• If ACW Agents Considered Idle is set to n, the agent is queued when ACW
completes.

Note:
If you use an Expert Agent Distribution (EAD) method, that is EAD-MIA or EAD-LOA,
the agent is put back in the queue after completing an ACD call based on skill level. If
you do not use the EAD method, the agent is put at the bottom of the queue after
completing an ACD call.

Call distribution methods with EAS

With EAS, you can use the following call distribution methods:
• Uniform Call Distribution-Most Idle Agent (UCD-MIA)
• Expert Agent Distribution-Most Idle Agent (EAD-MIA)
• Uniform Call Distribution-Least Occupied Agent (UCD-LOA)
• Expert Agent Distribution-Least Occupied Agent (EAD-LOA)
The following table summarizes the different call distribution methods, which are further
defined in the following sections.

Agent selection method Communication Manager distribution

EAD-MIA The highest skill level and most idle agent.
UCD-MIA The most idle agent without regard to skill level.
EAD-LOA The highest skill level agent with the lowest occupancy.
UCD-LOA The least occupied agent without regard to skill level.

UCD-MIA
UCD-MIA works in the same manner in the EAS environment as in a non EAS environment,
except that the Communication Manager searches for the most idle agent with the required
skill.

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UCD-MIA does not select an agent based on the skill level. Therefore, if an agent is the most
idle agent with the required skill, even if the skill is assigned a secondary skill level for that
agent, the call is delivered to the agent.

EAD-MIA
The EAD-MIA call distribution method selects the most idle agent with the required skill to
handle the call and the highest skill level.
This method of call distribution adds a layer of processing on top of the Most Idle Agent
distribution call processing. EAD-MIA sorts the agents in the eligible-agent queue into multiple
queues based on skill level. Agents with the skill assigned at higher-priority levels appear in
the eligible-agent queue ahead of agents with the skill assigned at lower-priority levels. The
call is delivered to the most idle, most expert agent available.
When you use EAS Preference Handling Distribution (EAS-PHD), the agent can enter the MIA
queue at one of 16 levels. The lower the level, the higher the level of expertise. An agent with
skill level 1 is the most qualified to answer a call to that skill. Without EAS-PHD, agents enter
the MIA queue as either level 1 or level 2 agents. When agents with a lower skill level become
idle, the agents enter the MIA queue in front of agents with a higher skill level.

UCD-LOA
When the UCD-LOA call distribution method is in use, Communication Manager delivers the
call to the least occupied agent without regard to skill level.
The Least Occupied Agent (LOA) is the agent who has spent the lowest percentage of time
on ACD calls since login. The position of the agent in the queue of available agents is
determined by this percentage. The agent occupancy, that is, the percentage of time on calls,
is always calculated separately for each agent skill, so there is an available agent queue for
each skill.

EAD-LOA
When the EAD-LOA call distribution method is in use, Communication Manager delivers the
call to the least occupied agent with the highest skill level.
The agent occupancy is calculated as described in the UCD-LOA section.

MIA across skills for EAS

You can use UCD and EAD in conjunction with the MIA Across Splits/Skills field.

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With MIA Across Splits/Skills, you can take one of the following decisions:
• Retain the agent position in other splits or skills MIA lists when handling an ACD/DA call.
This is the default.
• Remove the agent from all MIA lists when handling a call from any of the splits or skills
Distribution is based on the total call activity and not on activity in a single skill.

How do agents handle calls

An agent can receive split and personal calls. Calls distributed to an agent phone by ACD on
Communication Manager are ACD calls. Calls, such as internal and DID extension calls, that
are dialed directly to an agent are called Extension-In (EXT-IN) calls. Outgoing calls that the
agent makes are called Extension-Out (EXT-OUT) calls. EXT-IN and EXT-OUT calls are non
ACD calls. You can administer an agent phone to receive EXT-IN calls or to make EXT-OUT
calls.
Communication Manager distributes ACD calls only to available agent extensions. To be
available, an agent must log in and select a call-answering mode, that is, automatic-in or
manual-in.

Staffing agent extensions without EAS

To staff an agent extension on Communication Manager without the EAS feature, an agent
must dial a login access code or press the LOGIN button on the telephone. The agent must
then dial a split number and a login ID. You can assign the login ID length, the login dial access
code, and the LOGIN button through Communication Manager administration. You can also
assign the split number to the LOGIN button or to another telephone button.

Staffing multiple splits

An agent can log in from any extension assigned to a split. An agent can log into as many as
four splits. To the communication server and CMS, each login counts toward the maximum
number of agent members that can be measured. That is, if four agents are each logged into
three splits, the agent member count is 12.

Agent login
Agent login lets ACD and CMS know if an extension is active and logged-in to the system.
Pressing the login button and then following the appropriate system login procedure makes
the extension staffed in Aux Work. This procedure varies with the type of system you have.

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Agent logout
Agent logout lets ACD and CMS know that an extension is no longer active.

Agent request for supervisor assistance

An agent presses the assist button or dials the ASSIST FAC to bring the supervisor on line.
Pressing the assist button automatically places the current call on hold.

Agent states and call-answering modes

Agent state is the current status of an agent. Work modes are the work functions that the agent
is performing at a given time. When the agent is engaged in an ACD call, the agent is in the
ACD state. After staffing an extension, the agent is in the Aux Work mode, which is a non ACD
work mode.

Auto-In versus Manual-In

In Aux Work mode, the agent is not available to receive ACD calls. To become available for
ACD calls, the agent must press the manual-in or auto-in button to select a call-answering
mode.

Work mode Description

Auto-In The auto-in button indicates that the agent is available for an ACD call.
When the call ends, the agent is immediately available for another ACD call
based on the administered call distribution method. The agent does not
have to press any button to receive another ACD call. This type of call
answering increases the number of calls that agents can answer in a given
period and is most effective if agents have little or no call-related work to do
after finishing each ACD call. Communication Manager has a timed ACW
feature for the auto-in mode. This option automatically puts the agent into
ACW for a preset length of time at the end of an auto-in call. When the time
is up, the agent automatically becomes available to take an ACD call.
Manual-in and auto-in dial access codes and phone buttons are assigned
through Communication Manager administration.
Manual-In The manual-in button indicates that the agent extension is available for an
ACD call. Communication Manager distributes a call based on the
administered call distribution method. When the call ends, the agent
automatically enters the ACW state. While in ACW, the agent is not
available to receive ACD calls. When ACW ends, the agent presses the
manual-in button to receive another ACD call. The manual-in mode is most
effective if an agent must perform call-related tasks after finishing each ACD

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Work mode Description

call. Manual-In dial access codes and phone buttons are assigned through
Communication Manager administration.

Ringing versus zip tone for incoming calls

When a call arrives at an agent phone, the agent hears a ringing or zip tone which is based
on the phone administration. Administer a ringing tone when an agent answers calls using the
handset. When a call connects to the agent phone, the phone rings and the agent picks up the
handset to answer the call.
Administer zip tone when the agent uses a headset to answer calls. The agent can use zip
tone with a handset, but the agent must hold the handset and listen for the zip tone. When a
call connects to an agent phone, the agent hears a single burst of zip tone for calls dialed
directly to the split and without pushing any button, the agent greets the caller.
Ringing or zip tone is established on a per-phone basis through Communication Manager
administration. The ringing tone is called manual answer and the zip tone is called automatic
answer.

Auxiliary and After Call Work

An agent presses the aux-work or the acw button to temporarily stop ACD calls from arriving
at the agent station.

Mode Description
Aux Work The agent is involved in non ACD work, is on break, in a meeting, or at lunch.
Call Management System recognizes the extension as staffed but does not
want ACD to route calls there for an extended time. AUX-IN implies that the
extension received an extension-in call while in the Aux Work mode. AUX-
OUT implies that the agent placed an outgoing call while in Aux Work.
The aux-work button temporarily stops ACD calls from arriving at the station.
The agent normally presses this button before doing non ACD-related work
such as taking a break, or doing personal business. Instead of unstaffing the
extension or logging off, an agent can press the button, which places the
agent in the Aux Work mode. To receive ACD calls, the agent presses the
manual-in or auto-in button.
The aux-work button or the dial access code, if no button is available, is
assigned through Communication Manager administration. If an agent is
normally logged into more than one split, an aux-work button for each split
can be assigned. When the agent presses the aux-work button for a
particular split, the agent does not receive calls from the split. However, the
agent is still available for calls from the other splits the agent is logged into.
If an agent logs in to more than one split or skill and receives an ACD call,
the agent is unavailable for calls for other splits or skills.

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Mode Description
When the service level threshold for an interruptible hunt group exceeds,
Communication Manager notifies agents with the interruptible skill who are
in the Aux Work mode with an interruptible reason code. The notification
consists of a display message You are needed, flashing auto-in or
manual-in buttons, and an audible tone. Agents who move to an Interruptible
Aux mode after the threshold is exceeded are also notified. The duration of
notification to Auto-In-Interrupt agents is administrable using the
Interruptible Aux Notification Timer (sec) field on page 13 of Feature-
Related System Parameters screen.
ACW The agent is engaged in work associated with a call, but not on a call. ACW-
IN implies that the station received a call while the agent was in the ACW
mode. ACW-OUT implies that the agent made an outgoing call while in
ACW.
The acw button temporarily stops ACD calls from arriving at the station. An
agent who is in auto-in mode presses the acw button during a call so that
when the call is finished, the agent does not receive another ACD call and
can, instead, do ACD call-related work such as filling out a form, completing
data entry, or making an outgoing call. The lamp indicator next to the acw
button lights when the agent is in ACW. When in the manual-in mode, an
agent automatically enters ACW when the call ends. However, if the agent
needs to get out of auto-in mode or the auxiliary work state to do additional
call-related work, the agent can press the acw button or dial an appropriate
access code. An agent can press the manual-in button or dial the appropriate
access code while on an ACD call to automatically enter ACW when the call
ends. If an agent is logged in to more than one split, pressing the acw button
makes the agent unavailable for calls in all splits. Call Management System
measures the agent state as OTHER state for all splits other than the split in
which the agent is currently in ACW.

The following table lists additional agent states or work modes.

Agent state or Description

work mode
UNSTAFF Unstaffed
The agent is not logged in and is being tracked by Call Management
System.
DACD The agent is on a direct agent ACD call.
DACW The agent is in the ACW state for a direct agent ACD call.
OTHER The agent is doing other work. If an agent is working in three splits or skills
and receives a call from one, the ACD puts the agent in OTHER for the
other two.
UNKNOWN Call Management System does not recognize the current state. Unknown
remains until the condition is cleared or the agent completes the current
ACD call and any current ACW, or a current agent state message is sent
to Call Management System from Communication Manager.

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Agent state or Description

work mode
RING The time a call rings at a phone after leaving the queue and before the
agent answers.

Trunk states
Trunk State indicates the current status of a specific trunk.

Trunk state Description

Idle The trunk is waiting for a call.
Seized The trunk is seized by an incoming or outgoing call.
Queued An ACD caller has the trunk and is waiting for the agent to answer.
Conn The agent and caller are connected in an ACD call.
Abandoned The queued caller has just abandoned the call.
Fwrd A queued call has been intraflowed outside the ACD or has been
interflowed to another PBX or communication server.
Mbusy Maintenance busy or out of service for maintenance purposes.
Hold The agent has put the call on hold.

Other phone buttons

Button type Description

CALL APPEARANCE Agents use this button to place and answer calls. There are two
status lamps, red and green, next to each call appearance
button. The red lamp lights when an agent presses an
appearance button to make or answer a call. The green lamp
flashes to indicate an incoming call.
Except with Multiple Call Handling, incoming ACD calls always
arrive at the first call appearance. However, you can assign
more than one appearance to the phones for additional call
handling capabilities. For example, an agent can use a second
call appearance to transfer or place calls. On a double-
appearance phone, agents can use the second appearance
only to originate calls.
ADD SKILL For Communication Manager with EAS, logged-in agents or
phone users with console permissions can press this button to
add a skill. This is an Abbreviated Dialing (AD) button
programmed with the add skill Feature Access Code (FAC).

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Button type Description

ALERT CHANGE The lamp associated with this phone button flashes when
another user changes an assigned skills or moves an agent from
the current split to a different split. The lamp does not flash when
agents change their skills from the phone.
ASSIST Agents press this button to request for assistance from the split
supervisor. The assist button automatically dials the extension
of the supervisor and connects the agent to the supervisor.
Pressing the assist button automatically puts the current call on
hold.
AUDIO TROUBLE Agents press this button for CMS reporting of a call with poor
audio quality. Communication Manager sends a message to
CMS that includes agent extension number, the trunk, and the
time of day when the trouble occurred. This information is
reported in the CMS Exception reports and is useful for
troubleshooting trunk and extension problems.
Stroke Count button 0 is used for reporting audio difficulty.
CONFERENCE Agents press this button to add another person to a two-person
call. An agent with a multi-appearance phone can add up to four
additional people to a 2-person call. For single-appearance
phones, the agents can add only one person. Single-
appearance phones do not have a conference button. Agents
must use the recall button to conference a call. If an agent adds
another agent to a conference call, the resulting conference is
not treated as an ACD call for the added agent, but as an
extension-in call.
CALL WORK CODE Agents press this button and enter up to 16 digits to record the
occurrence of a customer-defined event. Call Work Codes are
stored on CMS, not on Communication Manager.
CALLR-INFO With Call Prompting, agents can press this button to view the
digits collected by the last collect digits vector
command.
EMERGENCY Agents press this button to report a malicious call to the
controller. The controller then traces the call.
HOLD Agents press this button to put a call on hold. ACD does not
send any more calls to an agent who has a call on hold. For
Communication Manager with Multiple Call Handling, an agent
can put an ACD or non-ACD call on hold and receive an ACD
call by pressing the auto-in or manual-in button. With Multiple
Call Handling, multiple ACD calls can be delivered automatically
to an agent in the auto-in or manual-in work mode, provided that
an unrestricted line appearance is available on the phone.
Single-appearance phones do not have a hold button. Agents
must use the recall button or the switchhook of the phone to put
a call on hold. Agents cannot use a single-appearance phone
to handle multiple ACD calls.

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Button type Description

LOGIN Agents press this button to staff the extension and start CMS
collection of agent data. This is an AD button programmed with
the login FAC.
LOGOUT Agents press this button to unstaff the extension and end CMS
collection of agent data. This is an AD button programmed with
the logout FAC.
RECALL/Flash To put calls on hold, transfer calls, and create conference calls,
switchhook agents using single-appearance phones press the recall button
or flash the switch hook if the phone is not equipped with a recall
button.
RELEASE Agents press the button to disconnect a call. Agents cannot use
the drop button.
REMOVE SKILL With EAS, logged-in agents or phone users with console
permissions can press the button to remove a skill. This is an
AD button programmed with the remove skill FAC.
STROKE COUNT Agents press this buttons to record call events of interest. You
can assign up to nine stroke-cnt buttons. CMS records and
reports stroke count information. Stroke count button 0 is
reserved for audio difficulty.
TRANSFER Agents press this button to transfer calls to other agents or the
split supervisor. This button is only available on multi-
appearance phones. Single-appearance telephone users must
use the switchhook of the phone.
Agents can also use the transfer button to transfer calls to
external destinations. External transfer must be assigned to a
phone as a feature over and above the normal transfer feature.
If an agent transfers a call to another agent, the call is not an
ACD call for the agent receiving the call unless the transferring
agent dialed a split extension, VDN, or agent login ID, an EAS
capability known as Direct Agent Calling (DAC). ACD treats the
agent receiving the transfer to be on an extension-in call. For
the agent transferring a call, the call is counted as an EXT-OUT
call.
VUSTATS Agents with display phones press this button to view agent, split
or skill, VDN, or trunk group data similar to that reported by
CMS.

Queue status lamps

The lamps associated with the queue status buttons provide the following information.

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Lamp Description
NQC The NQC lamp, which is associated with the Number of Queued Calls (NQC)
button, indicates that calls are in queue and that the number of calls in queue
has met or exceeded the assigned queue threshold. If no calls are in the split
queue, the status lamp associated with the button is dark. When more than one
call is in queue, the lamp lights steadily. When the number of calls in queue
reaches the assigned queue threshold, the lamp flashes on and off.
OQT The OQT lamp, which is associated with the Oldest Queued Time (OQT) button,
indicates that calls are in queue and that the oldest call in the queue has been
waiting longer than the assigned wait time threshold of 0 to 999 seconds. If no
calls are in the split queue, the status lamp is dark. When calls are in queue,
the lamp lights steadily. When the assigned wait time threshold has been met
or exceeded, the lamp flashes on and off.
Auxiliary An auxiliary queue status lamp indicates that either the NQC or the OQT
queue threshold is reached. The lamp lights when the assigned threshold is met or
status exceeded. Unlike the lamps on a phone, the auxiliary queue status lamp does
lamps not indicate when calls queue to the split.

Display buttons
The following phone button control the information that appears on the display.

Button Description
NORMAL Agents press this button to view information on an active call appearance.

Split supervisor phone buttons

A split supervisor is normally assigned to each split. The capabilities that allow monitoring of
agent performance, adding and removing agents, and performing other split-related activities
must be assigned with separate Communication Manager administration procedures.

Supervisor phone buttons

The following phone buttons are available only to the extension of the split supervisor.

Button Description
NIGHT The split supervisor presses this button to send all calls to night service.
SERVICE The night service can be trunk group night service or split night service.
There are separate buttons for each type of night service.
RECORD The supervisor presses this button to listen to or record an announcement
ANNCT for the split.

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Button Description
SERVICE The supervisor presses this button and dials an agent extension number
OBSERVE to listen to conversations. The Service Observe feature permits the
supervisor to check the call-handling techniques of an agent. The phone
can also be assigned the serv-obs button so that the agent can listen to
conversations of another agent. This capability is especially useful for
agent training. Service Observing can be set up for listening only or for
both listening and talking.
For Communication Manager with EAS, a logical agent ID, which is
associated with an agent, not the phone the agent is currently using, can
be service observed.
For Communication Manager with Call Vectoring, VDNs can be service
observed.
FACs which allow Service Observing from an external location or from a
phone that does not have feature buttons can be assigned through
Communication Manager administration.
VU STATS Split supervisors and agents with display telephones press this button to
view agent, split or skill, VDN, or trunk group data similar to that reported
by CMS.

About call management systems

Basic Call Management System (BCMS):
BCMS, which is a software package residing on Communication Manager, provides real-time
and historical reports to manage ACD splits or skills, agents extensions, trunk groups and
VDNs (G3 only). The reports are a subset of the reports available with the CMS adjunct.
Call Management System (CMS):
CMS is an adjunct that collects specific ACD data on measured splits or skills, agents,
extensions, trunks and trunk groups for reporting purposes. If you set Call Vectoring to y,
ACD reports on the measured VDNs and vectors. CMS provides call management
performance recording and reporting. You can use CMS to perform some ACD administration.
Use CMS to determine metrics such as speed of call answers, number of calls, agent, and
traffic.
Use the CMS ACD Status window to view the total number of measured splits or skills,
extensions, trunks, and trunk groups established in an ACD. You can add, delete, or change
measured trunks, trunk groups, agent extensions, agent login IDs, VDN extensions, splits, and
skills without busying out the link to CMS and losing CMS data.

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How does CMS work with ACD

Communication Manager to CMS platform communication consists of the following electronic
messages that are sent back and forth between Communication Manager and the CMS
platform using a data link:
• Translations: Indicates the ACD configuration to CMS.
• Status Changes: Indicates when the agent state or trunks change due to call activity.
Occurrences are counted and durations are tracked.

Note:
CMS can also be used to change configurations within the ACD. Therefore, CMS can
at times send translations back to the PBX.

Data measured by CMS

CMS measures data on ACD splits, agents, extensions, trunks and trunk groups. If Call
Vectoring is purchased, ACD will report on VDNs and Vectors. The following table summarizes
the types of data generated by the ACD and measured by the CMS.

Data type Parameters

Agents Agent States
Splits/Skills Events
Workload
Distribution
Split/Skill call totals
Trunks Trunk states
Trunk Groups Events
Workload
Distribution
Trunk call totals

Assigning CMS measurement of the ACD

CMS collects data on splits/skills, agents, extensions, trunks, trunk groups, VDNs, and vectors.
However, you must determine for which parameter will CMS collect data.
Individual splits and trunk groups are assigned to CMS measurement through Communication
Manager administration. Extensions are measured by virtue of their assignment to measured
splits. Trunks are measured by virtue of their assignment to measured trunk groups. The
number of measured splits cannot be changed using the CMS ACD Status screen.

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Measured splits need not be numbered sequentially. VDNs are measured individually. All
vectors are measured.

Communication Manager features that affect CMS data

The following are some of the Communication Manager features that affect CMS data:
• Conference
• Transfer
• Multiple Call Handling
• Call Pickup
• Intraflow
• Interflow
• Redirection on No Answer
• Phantom Abandon Call Timer
• Move Agent While Staffed
• Expanded Agent Capabilities
• Best Service Routing
• Universal Call ID
Hold, Conference, and Transfer
CMS tracks any type of call an agent puts on hold by pressing the hold button, dialing the hold
access code, pressing the conference or transfer button, or flashing the switchhook.
Information on all calls and the time spent on hold is stored in agent database tables.
Information on split or skill calls only and the time spent on hold is stored in split or skill
tables.
Multiple Call Handling
With Multiple Call Handling (MCH), agents can receive more than one ACD call without
dropping an active call. An agent puts a call on hold and presses the manual-in or auto-in
button to receive another ACD call. When multiple calls are on hold at the same time, the hold
time accumulates for each call on hold. For example, if two calls are on hold for 5 minutes
each, 10 minutes of hold time accumulates.
Call Pickup
When an agent uses the Call Pickup feature to pick up an ACD call that rings at the extension
of another agent, CMS tracks the call as an AUX-IN call for the agent picking up the call. The
split or skill of the agent originally called is credited with an outflow call, even if the agent who
picked up the call is in the same split or skill. If an agent is logged in to more than one split or
skill, the call is counted for the split or skill the agent has been logged in to the longest. When
Call Pickup is used, CMS does not count the call as an ACD call, even though the call queued
to a split or skill and was answered. Various other types of data associated with ACD calls, for
example, percent answered within service level and ASA, are not includes as data on calls

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answered using the Call Pickup feature. Since the split or skill of the agent originally called is
credited with an outflow call, the call counts against the percent answered within service level
for the split or skill.
Intraflow/Interflow with CMS
When a call is intraflowed or interflowed from a split or skill, CMS counts the call as an outflow
call for the split or skill. If a call is intraflowed into a split or skill, CMS counts the call as an
inflow call for the split or skill. CMS counts interflowed calls as ordinary incoming calls for the
split or skill. However, because calls can be intraflowed/interflowed to destinations that are not
splits or skills or are not measured by CMS, an outflow call from a split or skill will not always
show a corresponding inflow call for another split or skill. Conversely, because calls can be
intraflowed/interflowed into a split or skill from originating locations that are not measured by
CMS, an inflow call to a split or skill cannot show a corresponding outflow from another split
or skill.
If an intraflowed/interflowed call connects to an agent in the destination split or skill, that call
is counted as an ACD call for the split or skill.
You can establish a dummy split or skill which intraflows calls to another split or skill. For CMS
to count outflow calls for dummy splits or skills, establish intraflow using the Call Forwarding
feature. If Call Coverage is used to intraflow calls, a minimum of one agent must log into the
dummy split or skill and go into ACW, and the call must queue to the dummy split or skill for a
minimum of one ring cycle for an outflow call to be counted.
For communication servers with the Call Vectoring feature, intraflow and interflow work
differently, and CMS data related to intraflow and interflow are recorded differently.
Redirection On No Answer
When a ringing call times out and is requeued to the same split or skill by the Redirection On
No Answer (RONA) feature, CMS counts an outflow and an inflow for the split or skill, that is,
the redirected call appears as two offered calls to the split or skill. If the call redirects from
ringing to a VDN, there is outflow from the initial VDN and from the split or skill. If the call was
in another VDN prior to redirection to another VDN, then there is inflow to that VDN.
Also, NOANSREDIR is incremented for the split or skill and the VDN. For CMS R3V2 and
newer, the database item NOANSREDIR is also incremented for split or skill and for VDN, if
the call is in a VDN. If a split or skill is set up so that split or skill calls do not redirect back to
the split or skill except by way of the Redirection On No Answer feature, the unique calls offered
to the split or skill can be calculated by subtracting the value of NOANSREDIR from
CALLSOFFERED.
If a call redirects from ringing to a VDN, there is outflow from the split or skill and, if the call
was in another VDN, there also is inflow to the new VDN and outflow from the initial VDN. The
NOANSREDIR is incremented for split or skill and VDN.
Phantom abandon call timer
CMS can collect information about phantom abandon calls. When this capability is enabled,
calls with a talk time (duration) shorter than the administered value (1 - 10 seconds) are counted
as phantom abandon calls. Setting the timer to zero disables it. CMS uses the
PHANTOMABNS database item to store the number of phantom abandon calls.

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This capability is important in areas where the public network switches do not provide
disconnect supervision. Without this capability, short-duration calls that queue to a split or skill
and are answered by an ACD agent or other answering position are counted as ACD calls,
even if the calling party hangs up before the call is answered. This type of call is called a
phantom or ghost call.
About moving an agent while staffed
A staffed agent can be moved between splits or the skill assignments for staffed agents can
be changed. If the agent has any call on the telephone or is in ACW, the move cannot take
place immediately, but is pending the agent telephone going idle (all calls have been
terminated), or the agent changing out of the ACW mode.
CMS provides two real-time database items in the agent data, MOVEPENDING and
PENDINGSPLIT, that can be accessed by using custom reports to provide information on
whether agents have moves pending and, if so, the split or skill to which agents are being
moved. Note that in the case that the agent skills are being changed and the change adds
more than one skill, the PENDINGSPLIT item shows the first skill being added. It is also
possible for MOVEPENDING to be set, but for PENDINGSAPLIT to be blank. This can happen,
for example, when the link to the communication server comes up and a move is pending for
an agent. CMS will be notified by the communication server that the move is pending, but
PENDINGSPLIT will not be set.
Expanded agent capabilities
Expanded agent capabilities allow EAS agents to have up to 20 or 120 assigned skills. Each
skill can be assigned a level from 1 to 16, where Reserve 1 and Reserve 2 are the highest
levels and 16 is the lowest. The numeric level replaces the skill type p or s used in earlier G3
EAS releases. Agents can have a call handling preference based either on the skill level,
meaning that the agent serves calls waiting for the highest level skill before serving calls waiting
for any lower level skills, or based on greatest need, meaning that the agent serves the highest-
priority, oldest call waiting for any of the skills, or percent allocation, based on the percent
distribution of calls among the skills of the agent.
The expanded agent capabilities feature also allows the specification of the skill to be used for
the direct calls of the agent. This also allows specification of the level for the direct agent skill,
which, in conjunction with the acall handling preference, can affect the order in which a direct
agent call is delivered to an agent. That is, direct agent calls must be delivered for all skill ACD
calls. The first administered skill is the highest level skill, since it is for this skill that the agent
is most likely to handle calls. This skill can count on the agent.
Database items track the number of top agents in skills, as well as the time top agents spent
available and in the Aux work mode.
The expanded agent capabilities on the communication server include an increased number
of measured splits or skills to 600 and an increase in the number of measured agent or split
or agent/skill pairs to 10,000 for the G3r processor, as well as new options for Most Idle Agent
(MIA) call distribution. The new options allow selection of MIA distribution across skills, rather
than for each skill, and selection of whether agents in ACW are or are not included in the agent
free list. These options have no direct impact on CMS, since CMS does not keep track of the
most idle agent.

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Best Service Routing

Best Service Routing (BSR) allows calls to be balanced at a single site or between multiple
sites. BSR is enhanced multi-site routing that provides new call vectoring functions that build
upon the Look-Ahead Interflow feature to route a call to the best skill on a single ECS or to the
best skill in a network of Avaya communication servers.
The best skill is defined as the local skill or remote ECS that offers the shortest waiting time
for the call in a call surplus (calls queued) situation for the application. The waiting time is
calculated using the Expected Wait Time (EWT) predictor, and can be adjusted by the user. In
an agents available situation, the best skill is determined based on the assigned available
agent strategy. BSR data is tracked in the vector, VDN, and call history tables.
BSR can be configured for either single-site or multi-site operation. Single-site BSR compares
splits/skills on the Communication Manager where the BSR resides to find the best resource
to service a call. Multi-site BSR extends this capability across a network of Communication
Manager, comparing local splits/skills, remote splits/skills, or both, and routing calls to the
resource that provides the best service.
Universal Call ID
Universal Call ID (UCID) is a unique tag that is assigned to a call. The tag allows call related
data to be collected and aggregated from multiple sources and multiple sites. The UCID can
then be used to group all the data from various sources about a particular call.
CMS receives the UCID assigned to calls by a communication server when this feature is
enabled. The UCID is then stored, along with data about the call itself, by the call history
feature, which includes both internal and external call history. The data is available to both
Custom Reports and the Report Designer. UCID data is stored in the call history and agent
trace tables.

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Chapter 3: Avaya 96X1 SIP agent
deskphones

Important:
The 96x1 SIP Agent Deskphone SIP 6.2 software, referred to within, will be announced separately when
the software becomes generally available.
9608, 9611G, 9621G, and 9641G are part of the multiline 9600 Series IP Deskphones. The phones are
signaling protocol independent with two telephony applications, Avaya one-X ® Deskphone H.323 and
Avaya one-X® Deskphone SIP, that support H.323 and SIP respectively.
9621G and 9641G are touch-based phones with a color display. 9611G and 9608 are button-based
phones. 9611G has a color display while 9608 has a monochrome display. With the 9641G, 9608, and
9611G models, you can use a dual headset adapter for two persons to listen to calls. You can also attach
more than one Button Module (BM) to the models to extend call appearances, bridge appearances, or
feature keys. For an agent, the deskphones offer convenient features and capabilities, including a phone
screen to view and manage calls, and icons that indicate agent status, call state, feature status, queued
calls, and missed calls.

96X1 SIP agent deskphone feature support

The 96X1 SIP agent deskphones support the following call center features:
• Agent login and logout buttons instead of Feature Access Codes (FACs): The phone shifts
the button for agent login to agent logout after the agent logs in.
• Display of active VDN.
• Auto and manual answer.
• Button for Stroke Count from 0 to 9.
• Button for Call Work Codes (CWCs).
• Message Waiting Indicator (MWI) tracking for the agent login ID.
• Buttons for third-party MWI.
• Manual-in and Auto-in work modes.
• Interruptible Auxiliary (AUX) work.
• Display of ASAI UUI information.
• Buttons for AUX Work and After Call Work (ACW).

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Avaya 96X1 SIP agent deskphones

• Release calls by using the release button, thereby maintaining login status.
• Entry of reason codes for change to the AUX Work mode and for logout.
• Automatic display of collected digits with an incoming call that follows a call transfer.
• Correct messaging to the reporting adjuncts.
• Insertion of VDN of Origin Announcements (VOA) after answer with manual-answer
operation or accompanying zip tone for auto-answer operation.
• Queue Status button: The q-calls button displays the number of calls in queue and the
time the oldest call has been in queue.
• Visible and audible confirmation of feature activation and status change to the agent.
• Hold, mute, transfer, conference, message waiting, elapsed call timer, date and time
display, exit, and a minimum of three call appearances.
• VuStats button.

Note:
The Agent Greetings feature is currently not available with the 96x1 SIP deskphones. The
feature is supported only with phones that use the Avaya one-X ® Deskphone H.323
application. Call Center features, such as login and logout, function differently with SIP using
the capabilities of the Avaya SIP architecture.

96X1 SIP value-added capabilities

The 96X1 SIP agent deskphones offers the following value-added capabilities:
• Agent log in and log out using a button on the telephone.
• Feature buttons to change agent work modes and work states.
• Text or icon displays, in addition to lamp indications for the auto-in and manual-in agent
work modes and work states, such as Avail, On-ACD, AUX, and ACW, as well as pending
changes.
• Display of the list of assigned skill numbers with alerts when the skills change.
• Softkeys to select an option or action displayed on the telephone screen.
• Improved user interaction with entry for features with specific displays and validations:
The Communication Manager option settings are passed to the telephone to customize
the user interface.
• Text display of denial and error conditions.
• Telephone screen to view and manage calls.
• Contact lists, call logs and menu of options and settings to customize the telephone.
• Display of the number of Direct Agent Calls (DACs) waiting for an agent.
• Handles the confirmation or denial tones when an agent logs in.

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 96X1 SIP value-added capabilities

• Consistent view of information on the Agent Status Line: Shows the collected digits
information without user action if information is available with a call. Agents can view the
information on the features screen or the telephone screen.
• Consistent view of information on the Agent Information Line: Shows the VuStats or Q-
calls/Q-time information. Agents can view the information on the features screen or the
telephone screen.

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Avaya 96X1 SIP agent deskphones

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Chapter 4: ACD features

This section describes the Avaya Call Center features that are administered on Avaya Communication
Manager.
For more information on the following related features or screens, see the Avaya Aura ® Communication
Manager Screen Reference document:
• Announcements/Audio Sources
• Calling Party/Billing Number (CPN/BN)
• CallVisor Adjunct-Switch Application Interface (ASAI)
• Class of Restriction (COR)
• Hunt Groups
• Malicious Call Trace (MCT)
• Recorded Announcements
• Service Observing
• 500, 2500, K2500, 7101A, 7102A, 7103A, 7104A, 8110, OPS, DS1FD, DS1SA, and VRU phones

Abandoned Call Search

Communication Manager uses the Abandon Call Search feature to identify abandoned calls.

Note:
Use Abandoned Call Search only for old COs that do not provide timely disconnect
supervision. Most COs provide timely disconnect supervision and do not require the
feature.
Before an incoming ACD call rings a hunt group member or agent station, Communication
Manager checks if the calling party has abandoned the call to ensure that an abandoned call
is not delivered to the agent.
If the calling party abandons the call, Communication Manager determines if the calling party
is still connected to the ground-start trunk at the CO by opening the tip-ring loop at the CO end
of the trunk for 150 to 200 ms. If the calling party is still connected, the CO does not respond.
If the calling party is not connected, the CO sends a disconnect signal to Communication
Manager within 800 ms. Communication Manager interprets the signal as an abandoned call
and releases the trunk.

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ACD features

Abandoned Call Search considerations

• Abandoned Call Search works with ground-start analog trunks that do not provide
disconnect supervision and react to a 500-ms break.
• Some older COs can take up to two minutes to notify Communication Manager about a
call disconnect. Communication Manager must, therefore, determine within one second
if the call has been abandoned, before delivering the call to a hunt group. Call-handling
statistics that CMS generates are more accurate because it is clear when a call is
abandoned.
• Abandoned Call Search adds an overhead of up to one second to each call delivered to
an agent.

ACD field options for agents

For each agent, you can administer the following ACD field options on the Agent LoginID or
the Feature-Related System Parameters screen:
• ACW Agent Considered Idle
• Aux Work Reason Code Type
• Forced Agent Logout Time
• Logout Reason Code Type
• MIA Across Skills

ACD field setting considerations

• The ACD field settings on the Agent Login ID screen take precedence over the system-
wide settings on the Feature-Related System Parameters screen.
• If any field value is set to system on the Agent Login ID screen, the system-wide setting
is applied.
• The system field value is the default setting for both new and upgraded systems.
• The settings on the Feature-Related System Parameters or the Agent Login ID screen
override the default setting and apply to both ACD and DA calls.
• The agent must log out and log in again for the changes to take effect.

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 Add/Remove Skills

Add/Remove Skills
EAS agents use Add/Remove Skills to add or remove some of the assigned skills. A skill is a
numeric identifier in Communication Manager that refers to a specific agent ability. For
example, you can assign a Spanish-speaking skill with an identifier number 20 to an agent
who speaks English and Spanish. The agent adds skill 20 to the set of working and already
administered skills. If a customer needs a Spanish-speaking agent, Communication Manager
routes the call to an agent with the specific skill.
Agents dial a Feature Access Code (FAC) or a supervisor with console permission enters an
agent login ID to add or remove an agent skill. If a supervisor adds or removes a skill for an
agent, the agent receives a change notification through an administered Alert Agent button
on the phone.
Agents and supervisors can use the following indicators to determine whether to add or remove
skills:
• Queue-Status Indications
• Basic Call Management System Reporting Desktop VuStats
• CMS or BCMS information
When adding a skill, the agent must specify the skill priority level (1 - 16).
On phones with display screen, Communication Manager prompts the agent while adding or
removing a skill and displays the updated set of skills.

Add/Remove Skills considerations

• Agents and supervisors cannot remove a skill from an agent skill set if the agent is on a
call or in the After Call Work (ACW) state for the skill.
• With EAS, agents cannot remove the direct agent skill.

Add/Remove Skills interactions

Interaction Description
Auto-Available To allow an agent to add a skill administered as Auto-Available, set
Skills (AAS) the AAS field to y on the Agent Login ID screen.

BCMS BCMS tracks new skills as soon as the skill is added. When an agent
removes a skill, the real-time agent information specific to the skill is

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ACD features

Interaction Description
removed from the real-time reports, but the skill still appears on the
historical reports.
EAS-PHD When the EAS-PHD field is set to y, agents cannot remove the
assigned direct agent skills. In an EAS environment, agents must
have a minimum of one assigned skill during a log-in session. With
EAS-PHD, agents can specify up to 20 or 120 skills. The skill limit is
based on the configuration.

Note:
If the EAS-PHD field is set to n, agents can specify only four
skills.
VuStats The BCMS interaction applies to VuStats since BCMS gathers the
VuStats display information.

Agent/Caller Disconnect Tones

The call center policy requires an agent or a call center resource to stay on a call until the caller
disconnects or Communication Manager redirects the call to an automated entity such as an
after-call survey. You can administer Agent/Caller Disconnect Tones on the Feature-Related
System Parameters screen to play one of the two disconnect tones. With the tone, the
supervisor can identify if the agent disconnected from an active incoming ACD or DA call first.
A supervisor can use the tones to alert an agent if the caller disconnects or to monitor the call
as a service observer during agent training.
The remaining parties hear the following disconnect tones on an incoming, internal, or external
ACD or DA call:
• Caller: Three beeps when the caller ends the call.
• Agent: Two beeps when the agent or other call center party ends the call.
The remaining party that hear the disconnect tone include agents, Auto Available Split/Skill
(AAS) agents, service observers such as call recorders, and any additional conferees other
than the caller depending on who disconnects first. If the caller is the only remaining party on
the call, the caller hears no tone.
Communication Manager plays the caller disconnect tone if the caller disconnects first while
an agent, a station, or other active party is still on the call. The remaining parties on the call
hear the tone. Service observers on the call hear the caller disconnect tone along with the
active party.
Communication Manager plays the agent disconnect tone if the caller is the last active party
on the call and a minimum of one observer, for example service observer or call recorder, is
still on the call. The observers hear the tone but the caller hears no tone.

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 Agent/Caller Disconnect Tones

Note:
If an incoming trunk is measured, CMS and IQ offer reports that indicate which party hung
up first. If the incoming trunk is not measured, CMS and IQ cannot determine which party
hung up first. This is true regardless of whether these tones are used. Alternatively, you can
compare call recording with reports to track discrepancy. To guarantee consistency, always
measure the trunks.

Agent/Caller Disconnect Tones scenarios

The following table covers the operation of relevant scenarios for the disconnect tones.

Party leaving call Remaining parties Communication Manager action

Agent Caller Plays no tone and ends the
connection
Caller and more than one Plays the agent disconnect tone for
observer the observers and ends the
connection
Caller and a transferred-to party Plays no tone, but the call remains
active
Caller and more than one
conferee
Call center party or The caller is last party after a Plays no tone and ends the
trunk connection conference or transfer connection
The caller is last party after a Plays the agent disconnect tone for
conference or transfer and there the observers and ends the
are observers connection
Caller Agent Plays the caller disconnect tone for
the observers and ends the
Agent and more than one connection
observer
Agent and more than one Plays the caller disconnect tone for
conferee the agent and the conferees, but the
call remains active

• Transferred to single party Plays the caller disconnect tone

connection and ends the connection

• Transferred to single party

connection with observers

• Conference connection Plays the caller disconnect tone,

but the call remains active
• Conference connection with
observers

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ACD features

Party leaving call Remaining parties Communication Manager action

Remaining parties: Up to two observers can monitor an agent or station. Once the observed
agent or station disconnects, Communication Manager removes the observers from the call
connection. More than one observer can monitor the call using VDN Observing. VDN
observers remain on the call until Communication Manager drops the connection.
Action: If VDN Return Destination (VRD) applies to the call, Communication Manager does
not drop the connection after the agent or call center party releases the call.

Country-specific disconnect tone definition

Tone Country Definition

Agent Disconnect US • 440 hz at -17 db for 200 msec
• Silence for 200 msec
• Repeat once

Australia • 525 hz at -11 db for 100 msec

• Silence for 100 msec
• Repeat once

Italy • 425 hz at -4 db for 100 msec

• Silence for 100 msec
• Repeat once

Hong Kong • 440 hz at -13 db for 200 msec

• Silence for 200 msec
• Repeat once

Belgium 425 hz at -11 db for 200 msec

France 440 hz at -11 db for 300 msec
Caller Disconnect All countries • 404 hz at -16 db for 100 msec
regardless of the
administered • Silence for 50 msec
country • Repeat twice

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 Agent Call Handling

Agent/Caller Disconnect Tones interactions

• Agent/Caller Disconnect Tones apply after the VDN Return Destination (VRD) occurs.
• Agent/Caller Disconnect Tones apply to No Hold Conference or ASAI Single Step
Conference (SSC).
• Any tones applied to the connection, such as Service Observing Warning Tone or
Conference Drop Tone, applies and takes precedence if there is a conflict in applying one
tone versus a disconnect tone.
• Agent/Caller Disconnect Tones does not apply to an outgoing call, OCM-ACD or
otherwise, placed by or for the agent.
• The application of Agent/Caller Disconnect Tones does not apply to shuffled calls. Calls
preserving failover do not hear the tones.
• The caller disconnect tone applies when the caller disconnect is received while the caller
is on hold.
• When the agent and caller drop the call, the tone is played for the first party. However,
the drop of the second party can immediately cancel or truncate the playing of the
disconnect tone, resulting in a three burst tone sound similar to single or double burst
tone.

Agent Call Handling

With Agent Call Handling, you can administer all functions that ACD agents use to answer and
process ACD calls.
You can define the following agent capabilities:
• Agent login and logout
• Agent answering options: Automatic zip tone answer or manual answer
• ACD work modes: Auxiliary Work (AUX), Auto-In, Manual-In, or After Call Work (ACW)
• Timed ACW
• Stroke Counts
• Call Work Codes (CWCs)
• Forced entry of stroke counts or CWCs
• Agent request for supervisor assistance
• Block accidental hang-up by logged-in auto-answer agent

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ACD features

• Option to not apply ringback to the caller for auto-answer calls

• ACD call disconnect using the release button

Note:
All the agent capabilities mentioned in the list are also supported through the CallVisor
ASAI.

ACD work modes

At any given time, an agent can be in one of following four work modes:
• Auxiliary Work (AUX)
• Auto-In
• Manual-In
• After Call Work (ACW)
An agent can change the work mode at any time. To enter a work mode, an agent presses the
button or dials the Feature Access Code (FAC) for that mode. You can choose to administer
entering of work modes either by a button press or by dialing an FAC. If the agent has no active
or held calls, the work mode button lights steadily and Avaya Call Management System or
BCMS is informed of the agent mode change. If the agent has active or held calls, the lamp
flashes until all calls are dropped, then the new work mode button lights steadily and Call
Management System or BCMS is informed of the agent mode change.
The attempt is canceled and the agent receives an intercept if the agent:
• Tries to enter a work mode for an invalid split or skill
• Tries to enter the work mode for a split or skill of which the agent is not a member
• Dials an invalid FAC

After Call Work mode

An agent must enter the ACW mode to perform ACD-related activities such as filling out a
screen related to the ACD call. The agent is unavailable for ACD calls to all splits or skills while
in the ACW mode. Communication Manager administration determines if the agent remains in
the Most Idle Agent (MIA) queue while in ACW.
When an agent is in the manual-in mode and disconnects from an ACD call, the agent
automatically enters the ACW mode. Although no longer available for ACD calls, the agent is
still available for non-ACD calls. Communication Manager notifies Avaya Call Management
System, Avaya IQ or BCMS when an agent in the ACW mode receives an incoming non-ACD
call or makes an outgoing call.

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 Agent Call Handling

Agent answering options

An agent can answer ACD calls by using a headset, handset, or speakerphone. You can
determine which calls to agents will be automatic or manual answer calls.

Agent capacity and related limits

Agent sizing adds an overriding capacity limit to the number of logged-in ACD agents. You can
use agent sizing to limit the number of logged-in ACD agents to a number less than or equal
to the maximum supported by the system configuration.
The logged-in ACD agent limit applies to ACD agents in non Expert Agent Selection (EAS)
ACD splits or in EAS skills. Auto-Available Split/Skill (AAS) agent ports are counted when first
assigned, while the non-AAS agents are counted when the agents actually log in. Each logged-
in agent is counted as a single agent independent of the number of splits or skills logged in to
for the logged-in ACD agents limit. AAS and non-AAS agents are counted towards the limit
whether the agents are Basic Call Management System (BCMS)/Call Management System
measured or not.
Avaya personnel administer the agent sizing license limit. The Logged-In ACD Agents and
the Logged-In Advocate Agents fields on the System-Parameters Customer-Options screen
are set by the loaded license file. The maximum number of allowed logged-in ACD and
Business Advocate agents is set to correspond to the configuration that you purchase.
For more information, see “Business Advocate agent licensing” in the Avaya Business
Advocate User Guide.

The Logged-in Advocate Agent Count feature

The Logged-in Advocate Agent Count feature counts the number of Avaya Business Advocate
agents who are logged in at the call center. The feature bases the count on whether or not a
logged-in agent has any Avaya Business Advocate features, except Predicted Wait Time,
assigned or associated with the agent. With this feature, Advocate-counted agents are still
counted as ACD agents.

Agent sizing when agents work in shifts

For agent sizing, if you have agents working in shifts, you must purchase for the agent capacity
to allow for a smooth shift change. If agents on a subsequent shift are logging in before agents
in the previous shift have logged out, agents login can be denied because too many agents
are currently logged in. Additionally, you must also pay attention to the non-ACD or non-agent
(AAS/VRU) use of hunt group resources. Call center managers must be aware of the logged-

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ACD features

in ACD agent and other related limits when adding agents to handle a traffic peak or when
planning a special campaign. Some resource utilization is displayed dynamically on the Display
Capacities screen.

Limit considerations
In addition to the logged-in ACD agents limit, the number of agents is dependent on the upper
limits that the system platform supports. Following are the other limit considerations:
• Maximum hunt group members
- Non-ACD members include hunt groups with or without queues, message center
service groups, messaging-system groups, and remote messaging-system groups.
Each line or port in a group is counted once when assigned.
- ACD members, also called agent-split pairs or agent-skill pairs with EAS. For agents
in multiple splits or skills, each combination is counted as a member. For example,
an EAS agent logged into four skills or a non-EAS agent assigned to four splits
counts as four members. Non-EAS ACD members are counted when assigned. Note
that many splits can be assigned to an agent than can be logged in but each agent-
split pair is still counted towards the limit. EAS ACD members are counted when the
agents log in.
- Avaya Business Advocate Agents - Each logged-in Avaya Business Advocate agent
is counted as both an ACD member and as an Avaya Business Advocate agent.
• Hunt group members per group: Count of non-ACD or ACD members within a split or skill.
Counting is similar to that in maximum hunt group members.
• Additional traditional ACD, non-EAS agents limits:
- Maximum logged-in agents system limit.
- Maximum splits an agent can log in to.
• Additional EAS limits:
- ACD members administered: Limits skill assignments to agents. Each AAS port is
counted as one skill pair.
- Agent login IDs administered: Limits number of AAS ports and EAS agents that can
be preassigned.
- Agent login IDs logged-in system limit: Upper limit on the number of EAS agents and
AAS ports that can be logged-in simultaneously.
- Skills per agent: The maximum number of skills a particular agent can be
assigned.
• CMS logged-in ACD members, that is, agent-split or skill pairs limit is assigned. Both an
Avaya setup and a customer-administered limit are assigned in CMS. The limits are
related to the CMS memory or hardware configuration equipped and are passed over the

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 Agent Call Handling

link to the Communication Manager to reduce the externally measured logged-in ACD
member component of the hunt group member limit to that supported by CMS.
• BCMS internally measured ACD agents system limit. Non-EAS ACD agents counted
when assigned while EAS agents are counted when logged in.
When the maximum number of ACD agents are logged in or any of the other above limits are
reached, an agent who attempts to log in hears a reorder tone or is otherwise denied log in.
Also with EAS, an agent logging in does not have all the assigned skills logged in if the ACD
member limit is reached.
The administrator of a non-EAS system can be blocked from adding agents to splits using the
Hunt Group screen.
The administrator of an EAS system can be blocked from assigning additional login IDs or skills
to an agent using the Login ID screen if the relevant system limits are reached.

Agent login and logout

To receive ACD calls, an agent must log in to the system. An agent can be logged-in to multiple
splits or skills. If a hunt group is measured by Call Management System (CMS) or Basic Call
Management System (BCMS), or is a skill, an agent must enter a login ID.

Agent request for supervisor assistance with or without an active

ACD call
To request for supervisor assistance, an agent presses the assist button or puts the call on
hold and dials the assist FAC and the split or skill number. The agent must be logged in to the
split or skill. Assist generates 3-burst ringing at the supervisor station. If a split or skill supervisor
is not assigned, the agent hears an intercept tone.
Attendants must press the start button before pressing the assist button. The attendants can
then transfer the call. The action causes the call to ring as a priority call at the supervisor
set.
When the agent presses the assist button:
1. Communication Manager places the ACD call on hold and connects the agent to
the split or skill supervisor. If the agent is not active on an ACD call, Communication
Manager connects the agent to the supervisor.
2. Communication Manager notifies CMS or BCMS about the agent request. The
supervisor phone display indicates that the call is a request for assistance. The call
to the supervisor rings as a priority call with 3–burst ringing.

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ACD features

3. The caller hears nothing or music on hold.

4. After speaking with the supervisor, the agent can drop the assist call and return to
the ACD call, set up a conference call with the supervisor and the calling party, or
transfer the call to the supervisor.
When the agent puts the call on hold and dials the assist FAC and the split or skill number,
Communication Manager handles the request as if the agent pressed the assist button, except
that the assist call does not follow the coverage path administered for the supervisor phone.

Auto-In mode
In the Auto-In work mode, an agent automatically becomes available to receive new ACD calls
after the agent disconnects from the current ACD call.

Automatic Answer
An agent assigned to Automatic Answer hears a zip tone and connects directly to incoming
calls.

Note:
You can administer Automatic Answer to apply only to ACD calls or to all calls terminating
at the agent telephone. If all calls are Automatic Answer and the agent receives direct-
extension calls, the agent must always activate Call Forwarding or Send All Calls when
leaving temporarily or for an extended period, so calls do not terminate to an unstaffed
station.

Auxiliary work mode

An agent must enter the auxiliary work mode when taking a temporary break. This makes the
agent unavailable for ACD calls and removes the agent from the Most-Idle-Agent (MIA) queue.
CMS and BCMS can continue to track the agent.
In a non-EAS environment, when an agent is in the Aux work mode for a particular split, the
agent is available for ACD calls to other splits that the agent is logged into, depending on the
state of the agent in the splits. Even in the Aux work mode, the agent is available for non-ACD
calls. CMS or BCMS is notified whenever an agent in the Aux work mode receives an incoming
non-ACD call or makes an outgoing call. When an agent logs in to a split, the agent
automatically enters the Aux work mode for the split.

Note:
Agents in vector-controlled splits or skills can go into the Aux work mode even if the agents
are the last agent and calls are queued to the split or skill.

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 Agent Call Handling

Although an agent in the Aux work mode is unavailable to receive ACD calls, such an agent
can be available to receive ACD calls if the agent:
• Has moved to Aux with an interruptible reason code.
• Is logged in to more than one skill administered as interruptible.
• Is logged in to more than one skill that has exceeded an administered service level
threshold.
The agent is either automatically forced to an available state or requested to become available,
depending on how you administer the skills. After changing state, agents are available to
receive calls from any skill assigned to the agents, not just the one that caused the interruption
from Aux. Applicable agent selection criteria are used once the agent is available.

Block hang-up by logged-in auto-answer agents

You can set the Block Hang-up by Logged-In Auto Answer Agents field to y on page 12 of
the Feature-Related System Parameters screen to prevent an agent in the auto-answer mode
from accidently logging out or dropping an active call. The default setting for the field is n. The
enhancement is available for agents using H.323 IP and DCP phones, but does not apply and
is not required for agents using BRI, analog, CallMaster®, or SIP agent deskphones.
With the default field setting, the following events occur if an auto-answer agent goes on-hook
when on an ACD call:
• Communication Manager drops the active call and logs the agent out.
• The reporting adjunct fails to record the call and to track the logged-in agent.
With the Block Hang-up by Logged-In Auto Answer Agents field set to y, an agent cannot
use the speakerphone, headset, or handset buttons to drop calls. The agent can perform the
following functions to drop calls:
• Press release to disconnect the call and stay logged-in.
• Press drop to release the last connected party.
• Select another call appearance and enter the logout Facility Access Code (FAC). The
action drops calls only if the auto-hold field on page 6 of the Feature-Related System
Parameters screen is set to n.
• Unplug the phone if using an H.323 phone.
If the auto-answer agent disconnects the handset or headset, the appearance is on-hook with
no voice path. The caller from the previous call does not hear anything and eventually ends
the call. If the Block Hang-up by Logged-In Auto Answer Agents field is set to y and the
appearance is on-hook, Communication Manager maintains the agent login status, agent
tracking continues, and the agent is available for another call. If a new call rings at the station,
the agent must go off-hook, that is, connect the handset or headset to answer the call. If the
agent does not hang-up the appearance before completion of the next call that rang-in, the
next call is delivered auto-answer resuming the normal auto-answer operation.

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ACD features

With RONA administered for the skill, Communication Manager redirects the call if the agent
fails to answer the call within the administered number of rings.

Note:
The Block Hang-up by Logged-In Auto Answer Agents field is applicable only if you set
EAS to y.

Call Work Codes

Call Work Codes (CWCs) are up to 16-digit sequences that ACD agents enter to record
customer related information. Call Management System records the codes for splits or skills.
Agents must have multiappearance phones, such as CallMaster®, to enter CWCs.
To enter CWCs, the agent must be:
• On an ACD call.
• In the ACW mode after disconnecting the call while in the manual-in work mode.
• In the Timed ACW mode when in the auto-in work mode.
• In the Pending for ACW mode when in the auto-in work mode.
The sequence of events is as follows:
1. The agent presses the call work code button.
2. The CWC lamp lights steadily and a C: prompt appears on the telephone display.
The agent waits for the ready indication before entering the CWC or the caller hears
the touch-tone digits being dialed.
3. Agent enters up to 16 digits on the dial pad. The agent can press an asterisk (*) to
erase digits.
4. The agent presses the pound (#) sign to send the code entry to CMS.
5. The CWC lamp goes dark and the display returns to normal.
6. If the agent presses any feature button or hangs up during digit collection, the code
entry cancels and the code is not sent to CMS. The CWC lamp goes dark and the
display clears.
CWCs can be used simultaneously by 100 agents. If an additional agent attempts to enter a
CWC, the agent receives a display message to try again later.

Forced entry of stroke counts and call work codes

You can administer a split or skill so that agents must enter a stroke count or a Call Work Code
(CWC) before becoming available for another call using Manual-In mode.

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 Agent Call Handling

Note:
Multi-appearance phones or an attendant console are required for agents to enter stroke
counts or call work codes.
To enter a stroke count or a CWC, the agent must be on a call, or in the ACW mode after
releasing a call in the Manual-In mode.
After releasing a call, the agent automatically enters the ACW mode and cannot return to the
Manual-In mode before entering a stroke count or CWC. If the agent presses the Manual-In
button or FAC before entering a stroke count or a CWC, the Manual-In lamp flutters or an
intercept tone is given.
Once the agent enters a stroke count or CWC and presses the Manual-In button or FAC, the
agent returns to the Manual-In mode and the Manual-In lamp lights.
Any of the agent’s splits/skills can have Forced Entry assigned. If the agent goes into the
Auxiliary Work mode in any split or skill, the Forced Entry requirement for all other splits/skills
is removed.

Login to a skill
To log in, an agent goes off-hook and dials the system assigned login FAC, followed by the
assigned login ID and password, if required. If login is successful, the agent automatically
enters the Auxiliary Work mode for all the skills assigned to the agent and the assigned skills
are displayed on the station set. The aux-work button lamp on the station set lights steadily
and the agent hears the confirmation tone.
Canceled logins
Login is canceled and the agent receives an intercept tone if any of the following occur during
login:
• The agent dials an invalid login FAC.
• With non-EAS the agent:
- Dials an invalid split number.
- Dials the number of an unassigned split.
- Dials the number of a split the agent is logged in to.
- Is logged in to the maximum number of splits (4).
- Dials an invalid or unassigned BCMS/VuStats login ID.
• With EAS the agent dials an invalid agent login ID or password.
Login is canceled and the agent receives a reorder tone if the maximum number of agents are
already logged in.
An EAS agent can be denied login to some of the assigned skills if the maximum number of
agent-skill pairs is reached. The display screen indicates an “*” for each skill not logged in.

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Logout
An agent must log out when the agent leaves for an extended period or is unavailable to receive
ACD calls. If Call Management System or BCMS measures the split or skill and an agent logs
out, Call Management System or BCMS receive a message to not measure the split or skill as
the agent has logged out. In a non-EAS environment, if an agent is logged in to multiple splits,
the agent must log out of each split.
When temporarily unavailable for calls, an agent must use the Aux Work mode, instead of
logging out. Call Management System or BCMS can continue to track the auxiliary work time
of the agent.
To log out of a split, an agent goes off-hook and dials the logout FAC followed by the split
number. To log out of a skill, the agent dials the logout FAC and is automatically logged out of
all the assigned skills. If the logout is successful, the agent hears confirmation tone and work
mode button lamps darken. The logout is canceled and the agent receives an intercept if any
of the following occur during logout:
• The agent dials an invalid logout FAC or split number.
• The agent dials a split number for a split that the agent is not logged in to.
If an agent uses a handset in the Automatic Answer mode, the agent can log out by simply
hanging up or turning off the headset. This does not mean pressing the release button on a
CallMaster® phone. This does not apply to quick-disconnect. If the agent pulls the handset to
log out, the agent is automatically logged out of all splits that the agent has logged in to.

Manual Answer
An agent assigned to Manual Answer hears ringing, and then goes off-hook to answer the
incoming call.

Manual-In mode
In Manual-In mode, the agent automatically enters ACW mode for the split or skill upon
disconnecting from an ACD call and is not available for any ACD calls. To become available
for ACD calls, the agent must manually reenter either auto-in mode or manual-in mode.

Option to not apply ringback to callers

You can set the Apply Ringback for Auto Answer Calls field on the VDN screen to n to
prevent returning short burst ringback to callers. Setting the field to n is useful when auto-
answer delivery to the agent is delayed by timing for ROIF.

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 Agent Call Handling

Ringer-off control of auto-answer for non-ACD calls

Agents can use the ringer-off button to prevent non-ACD auto-answer calls from ringing.
Previously, agents besides hearing an answer tone in their headsets also heard an audible
single ring for non-ACD auto-answer calls on their station set with any of the following settings:
• The Auto-Answer field on the Agent LoginID screen is set to all
• The Auto-Answer field on the Agent LoginID screen is set to station and the Auto-
Answer field on the Station screen is set to all
Some call centers prefer quiet environments and do not want to hear the audible ring for every
non-ACD call.
Administration: Set the Allow Ringer-off with Auto-Answer field on the Feature-Related
System Parameters screen to y.

Stroke Counts
Stroke Counts (SCs) allow you to record the number of times a particular customer-related
event occurs. For example, agents can press a button each time a customer requests
information on a certain item. SCs are reported to CMS in real time. The communication server
does not store SCs. Use SCs only when CMS is connected, and you have defined ACD splits
or skills to be measured by CMS.
Agents can record up to nine administrator-defined events on a per-call basis. You can assign
10 SC button types. SC 0 is reserved for tracking audio difficulty or poor transmission
quality.
For troubleshooting purpose, CMS records the equipment location of the trunk that the agent
was using when the agent pressed the Audio Difficulty button. Make sure that agents
are aware that pressing this button does not improve audio transmission quality.
To enter an SC, an ACD agent presses a Stroke Count button. The system validates if the
agent is either active on an ACD call or in the ACW mode for an ACD split or skill. If yes, the
feature lamp lights steadily for two seconds to indicate activation and the SC is sent to CMS.
If not, the feature lamp flutters and no message is sent.

Timed After Call Work

With Timed ACW administered either on the active VDN for the call (takes precedence) or the
hunt group (skill) that the call queues to, an auto-in agent is immediately placed in the ACW
state for the specified length of time after completing the currently-active ACD or Direct Agent
Call (DAC) call. When the Timed ACW Interval expires, the agent automatically returns to the
available auto-in work mode. If the agent manually activates ACW while not on a call, the agent

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is placed in ACW (not timed) state regardless of whether the agent is in auto-in or manual-in
mode.
Timed ACW applies to an agent when handling an ACD/DAC call that has the feature enabled
for the active VDN for the call. The active VDN for the call is based on the VDN Override rules.
When the call is placed in queue for a split/skill which also has a Timed ACW interval assigned
on the hunt group screen, the interval assigned to the active VDN is applied when the agent
is put into ACW.
When the Timed ACW Interval is administered, if the caller drops while on hold or the agent
transfers the call, an auto-in agent is immediately made available instead of being placed in
timed ACW. For these cases, the Timed ACW After Xfer or Held Call Drops option can be used
to place the agent in the Timed ACW mode (for the assigned interval) instead of available. For
more information, see About Timed ACW after transfer or held call drops option.
Use Timed ACW to allow agents to rest between incoming ACD calls, or to pace agents when
agents have to complete work from the previous call within an allotted time.

Timed ACW after transfer or held call drops option

You can place an auto-in agent handling an incoming ACD or DAC call into the Timed After
Call Work (ACW) mode instead of immediately making the agent available if the caller drops
from a held call or the agent transfers the call. You can enable this option for agents in a hunt
group or for calls delivered from a VDN by setting the After Xfer or Held Call Drops field to y
on the same line as the Timed ACW Interval (sec) field when Timed ACW is set to y (this
field is set to a non-zero value) either on the Hunt Group or the VDN screen.
Communication Manager puts an agent in the Timed ACW mode if the agent places an ACD
or DAC call on hold, or holds a conference that includes an ACD or DAC call, and the caller
disconnects the call. Timed ACW is specified in the associated Timed ACW Interval (sec)
field assigned on the VDN or Hunt Group screen if you enable the After Xfer or Held Call
Drops field. As with the basic Timed ACW feature, the setting on the active VDN for the call
takes precedence over the setting on the hunt group. This feature also places an auto-in agent
into the Timed ACW mode after the agent transfers an incoming ACD or DAC call.
The following table explains the call treatment based on the Timed ACW after transfer or held
call drops feature for an ACD or DAC call.

Agent work Scenario Agent work state if Agent work state if

state the field is set to n the field is set to y
Auto-In Agent or caller drops the Timed ACW Timed ACW
call.
Caller on hold drops the call. Available Timed ACW
Agent transfers a call and Timed ACW Timed ACW
drops the call.

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Agent work Scenario Agent work state if Agent work state if

state the field is set to n the field is set to y
Agent initiates a consultative Available Timed ACW
transfer and the caller on
hold drops the call.
Caller drops while the call is Available Available
ringing or the initial VDN of
Origin Announcement (VOA)
is playing.
Call drops after the agent ACW ACW
selects the Pending ACW
mode.
In a Multiple Call Handling Available Timed ACW
(MCH) condition, an ACD or (matches Manual-In
DAC call is on hold, another operation)
ACD call is active and a
Timed ACW interval setting
applies based on the second
call (whether Timed ACW
applies in this scenario is
based on the settings for the
last active ACD or DAC call),
the held ACD or DAC call
with MCH drops and the
second active ACD call drops
and Timed ACW applies.
In an MCH condition, an ACD Available Timed ACW
or DAC call is on hold, a (matches Manual-In
station call is active and operation)
Timed ACW applies, the held
ACD or DAC call with MCH
drops and then an active
station call drops.

TACW After Held Call Drops/Call Transferred Option Interactions

1. If the agent places an ACD/DAC call on hold while initiating a consultative
conference or transfer and the caller disconnects, TACW is pending while the agent
is active making a call or talking to another party, then is activated after the active
call drops.
2. When application of Timed ACW is based on the VDN for the call and VDN Override
is set, the setting of the After Xfer or Held Call Drops option is taken from the active
VDN for the call on call delivery along with the timed interval from the associated
Timed ACW Interval (sec) field.
3. Timed ACW as well as the option can apply to VDN calls to Auto Available Split/
Skill (AAS) stations or AAS stations in a hunt group with a Timed ACW interval set
on the hunt group screen. The timed interval provides a period when a call will not

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be delivered to the AAS station port and the station port will then be automatically
made available after the timed period expires.

Canceling Timed ACW

Timed ACW is canceled under the following conditions:
Agent activates Auto-In or Manual-In mode
When an agent activates Auto-In or Manual-In mode during Timed ACW, the agent becomes
available and timed ACW is canceled. An agent can change to Manual-In mode before or
during a call. The system cancels Timed ACW and applies ACW (not timed) mode when the
call is released. The agent remains in ACW until the agent requests another mode. When the
agent releases an ACD call, the ACW lamp (if provided) lights. At the end of the administered
Timed ACW interval, the ACW lamp goes dark and the Auto-In lamp lights.
Agent manually activates ACW
Timed ACW is canceled when an agent presses the ACW button or dials the ACW FAC.
Agent activates Auxiliary Work mode
If an agent activates Auxiliary Work mode during Timed ACW, the agent is placed in that mode
and Timed ACW is canceled.
Ringing or held ACD call is dropped by the caller
If the Timed ACW after held call drops option is not enabled and a ringing or held ACD call to
an auto-in agent is dropped by the caller, the agent is immediately made available in the auto-
in mode. However if the Timed ACW after held call drops option is enabled and the caller
disconnects while on hold, Timed ACW applies. The agent will still be made available if a ringing
call is disconnected. For more information, see About Timed ACW after transfer or held call
drops option.

Note:
To prevent agents from canceling Timed ACW by pressing the Manual-In or ACW buttons,
do not assign these buttons to the agents’ phones. Timed ACW cannot be assigned to AAS,
adjunct-controlled, messaging system, Remote AUDIX, or Message Center splits/skills. In
addition, VDN-Timed ACW does not apply to calls routed to a converse split or skill by way
of the converse-on vector command. Timed ACW assigned to a converse hunt group
applies.
BCMS and CMS track Timed ACW as standard ACW work states. Time spent in Timed ACW
is not specifically identified.

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Agent Call Handling considerations

Agents assigned to hunt group and ACD calls

• Do not use agents for hunt group calls and ACD calls simultaneously. Otherwise, all calls
from one split or skill, either ACD or hunt group, are answered first.
• The oldest-call-waiting termination works only for agents who receive ACD calls.

Agents logged in to multiple splits or skills

If an agent is logged in to multiple splits or skills, the agent is unavailable for calls to one split
or skill because of activity at another split or skill. For example, if an agent enters the ACW
work mode for one split or skill, the agent becomes unavailable for calls to other splits or
skills.
An agent cannot log in to a split or skill while a call is on hold at the extension.

Agents with Automatic Answer

Agents who use Automatic Answer must use a headset. The agent hears a zip tone through
the headset and automatically connects to a call. If either the incoming trunk group or the agent
extension is data-restricted, the agent does not hear a zip tone. Therefore, do not assign data-
restriction to the extension of a agent who uses a headset .
Do not use Automatic Answer with a handset or speakerphone. The handset or speakerphone
must be off-hook, that is, handset lifted or speakerphone turned on, all the time for the agent
to hear zip tone.
If automatic answer is assigned for all calls, when a non-ACD call arrives, non-ACD Auto-
Answer agents hear Incoming call ID tone, but no ring.

CallMaster® phones
Calls for CallMaster® digital phones and attendant stations are announced by double tones.
The tones that are doubled are zip (Auto-Answer ACD agent calls) and Incoming Call ID (for
end of VDN of Origin Announcements and all other Auto-Answer calls). The user hears part
of the first tone and all of the second tone.

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Non vector-controlled splits or skills

For non vector-controlled splits or skills, the last available agent in a split or skill cannot enter
the Aux Work mode if calls remain in the queue. However, the agent can log out.
When the last available agent tries to enter the Aux Work mode, the following occurs:
• The aux-work button flashes indicating the change is pending.
• New calls on the ACD split or skill either receive a busy tone or redirect to coverage. Calls
in the queue continue to route to the last available agent until the queue is empty.
• At the last available phone or console, the aux-work button lamp flashes until the queue
is empty. The phone then enters the Aux Work mode and the associated lamp lights
steadily.

Release button
Agents using Automatic Answer are logged out of all splits or skills when the agents disconnect
from an ACD call by hanging up or by using the drop button. Therefore, agents must always
use the release button to force the release of a connection.

Agent Call Handling interactions

Interaction Description
Abbreviated Dialing Assign Abbreviated Dialing (AD) buttons to make agent login
easier. You can program an AD button to dial an access code, split
number, or agent login ID. You can use the Autodial feature
buttons to assign login and logout feature buttons.
Auto Answer with Even if an agent skill is administered to be forced interruptible, that
Interruptible Aux is, Reserve Level (RL) is set to a or m on the Agent LoginID screen,
the agent administered as Auto Answer is treated as
requested interruptible, that is, RL set to n, not forced.
Otherwise, a forced interruptible agent administered as Auto
Answer is made available using the Interruptible Aux feature
even if the agent is not physically present or ignores the call. In
such a situation, a call is delivered and automatically answered by
the endpoint but no one answers the caller.
Bridging ACD split or skill calls are not bridged.
If an agent bridges on to a call, the call is a non-ACD EXT-IN call.
The agent is not available for an ACD call unless the agent is a
member of a many-forced, one-forced, or one-per-skill MCH split
or skill. The agent can put the call on hold and become available

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Interaction Description
to receive ACD calls even in non-MCH splits or skills if only bridged
appearances are active.
Call Coverage If an ACD call routes to an agent as a result of covering to a VDN,
where the VDN is the last coverage point in the coverage path,
Timed ACW applies as administered for the VDN, split, or skill.
Call Forwarding If an ACD call routes to an agent after being call forwarded to a
VDN, Timed ACW applies as administered for the VDN, split, or
skill.
Call Pickup When an ACD agent answers a call with Call Pickup, the call is
treated as an incoming non-ACD call. The agent can put the call
on hold and become available for additional calls.
Call Work Codes The CWC 100-agent limit is shared with reason codes. Therefore,
no more than 100 agents can simultaneously enter either a CWC
or reason code.
CallVisor ASAI Adjunct If a split or skill hunt group has CallVisor ASAI as the controlling
adjunct, you cannot administer Timed ACW for the split or skill.
Additionally, if an ACD call is routed to an agent in an adjunct-
controlled split or skill, the agent is not placed in Timed ACW when
the call ends.
Avaya CMS Timed ACW is reported on CMS reports in the same way as any
other ACW. CMS gives exception notification only on ACW
intervals that are longer than the defined threshold.
Conference If an agent receives an ACD call through a VDN and conferences
in other agents, the agents added to the call use the Timed ACW
interval associated with the number dialed to conference the other
agents. An ACD agent on conference with more than three parties
can cause inaccurate CMS measurements.
Expert Agent Selection When EAS is active, all ACD hunt groups are assigned as vector-
controlled skills. Agents log in using Logical Agent IDs. Skills can
be preassigned to login IDs, however, assignment on the Agent
Login ID screen does not actually assign a non-AAS login ID to
the skills until the ID is logged in. When the login ID is logged in,
each skill is counted as a hunt group member towards the system
hunt group member limit, the per-group member limit, and each
agent is counted as a logged-in ACD agent.
Interruptible Aux Interruptible Aux notification indicators on an endpoint, that is,
Notification Indicators display message, flashing lamp and ring-ping alert tone, persist
across call-preserving system resets, levels 1 and 2. The
notification indicators keeps agents aware of critical service level
conditions even when certain serious system events occur.
Manual Answer with If a forced interruptible agent answer condition is administered as
Interruptible Aux Manual Answer and is moved to an available mode, when a
call is delivered to the endpoint the agent must answer the call.

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Interaction Description
RONA applies to the calls delivered to the endpoint that are not
answered within the set number of rings.
Multiple Call Handling If MCH calls are on hold at a telephone and the agent completes
a call that normally is followed by Timed ACW, the agent is not
placed in ACW. If no MCH calls are on hold, but one is alerting at
the station when the Timed ACW call completes, the agent is
placed in ACW.
MCH affects when agents can enter different work modes and
when calls are delivered to agents in manual-in or auto-in work
modes.
Transfer If an agent receives an ACD call through a VDN and transfers the
call to another agent, the second agent uses the Timed ACW
interval assigned to the number that was dialed to transfer the
call.
For an EAS agent, this is the Timed ACW interval associated with
direct agent skill. For an agent receiving a call transferred to a
second VDN, this is the VDN Timed ACW interval of the second
VDN. The agent who originally transferred the call uses the ACW
associated with the VDN, split, or skill that first received the call.
VDN Override If a VDN has VDN Override set to n and the vector routes a call
to a second VDN, the Timed ACW interval of the first VDN is used
for Timed ACW. If VDN Override is set to y, the Timed ACW
interval of the second VDN is used.
If no interval is set for the second VDN, no Timed ACW is
associated with the call.
Voice Response If an ACD call routes on a converse vector command, any VDN
Integration Timed ACW associated with the call is ignored for agents in the
converse split or skill. However, if the converse split or skill has an
administered Timed ACW interval, the answering agent
associated with the split or skill is placed in Timed ACW when
converse vector command processing completes.

Auto-Available Split/Skill
If you set Auto-Available Split/Skill (AAS) to y, members of an ACD split or skill are in the
auto-in work mode continuously. An agent in the auto-in work mode is immediately available
for another ACD call after disconnecting the previous ACD call.
Use AAS to bring ACD agents back in the auto-in work mode after the system restarts. You
can use this feature for splits or skills containing only non human members, for example,
recorders or Voice Response Units (VRUs). To allow an IVR to receive back-to-back calls, you
can assign a Timed-ACW delay of 1 to 2 seconds to AAS.

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 Auto-Available Split/Skill

Agent login with AAS

With AAS, ACD splits or skills generally operate as usual. The major difference is in how work
modes are handled.
For splits or skills with AAS, agents are automatically logged-in under the following
circumstances:
• CMS completes an agent move request into AAS.
• A maintenance-busied-out port, which is defined as an agent in AAS, is released.
• Communication Manager reinitializes and requires agents to log-in again.
• The AAS field on the Hunt Group screen is set to y and the agent loginID is administered
in AAS.
Communication Manager immediately moves an agent that is logged in to AAS to the auto-in
work mode and denies subsequent requests to change the mode.

Agent logout with AAS

For splits or skills with AAS, agents are automatically logged out under the following
circumstances:
• CMS completes an agent move request out of AAS.
• The auto-available agent port is unavailable due to maintenance.
• A split or skill is administered as AAS.
• An agent from an existing AAS split or skill is removed.
• Redirection on No Answer (RONA) redirects a call that the agent has not answered after
an administered number of rings.

AAS considerations
• Use AAS for non BX.25 and non ASAI PBX adjuncts, such as an IVR system VIS, that
require extra help in getting PBX ports back online after a system restart. AUDIX uses

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BX.25 messages to automatically activate the ACD agent ports after a system restart and
is, therefore, incompatible with AAS.
• Use AAS for non human agents and do not administer an auto-answer phone as a
member of an AAS.
• Do not use AAS for any agent port hardware that can change the work mode state since
Communication Manager denies a request to move to any state other than auto-in.
However, administration of such a phone is not blocked.

AAS interactions

Auto-Answer
Auto-Answer was originally implemented for human agents. If you administer a non analog
phone as auto-answer and the agent is logged in to a split or skill, the agent is logged out when
the phone goes on-hook. Agents who log in to a split or skill using analog phones administered
as auto-answer must dial a logout FAC.
Important:
Do not administer an auto-answer phone as a member of AAS, since Communication
Manager denies a logout FAC.
To log the agent out, you must remove the agent from the split or skill when the agent is not
active on an ACD call or busy out the physical extension.
If an agent in AAS with an auto-answer phone goes off-hook, the agent is logged in to any AAS
of which the agent is a member. To log out of the AAS splits or skills, the agent goes on-hook
to be placed in the Aux Work mode, the agent then presses the release button on non analog
sets or disconnects on analog sets. Because agents are not placed immediately in the auto-
in work mode, agents can place personal or emergency calls instead of answering ACD calls
that are in queue.

CMS
For each agent, AAS notifies CMS of any login, logout, or change to the auto-in work mode.
In a non EAS environment, an AAS agent is identified to CMS with a log-in ID equivalent to
the agent administered extension. With EAS, the AAS log-in ID and port are assigned on the
Agent Login ID screen. You can use the CMS Move Agent request to move a member from
one AAS split or skill to another while the member is logged in.

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 Automatic Call Distribution

Automatic Call Distribution

With Automatic Call Distribution (ACD), Communication Manager connects incoming calls to
specific splits or skills. An ACD split or skill is a hunt group that receives a high volume of similar
calls. ACD hunt groups with basic ACD, but non-EAS, are called splits. ACD hunt groups with
basic ACD and EAS are called skills. Communication Manager distributes calls to a specific
split or skill or to hunt group members assigned to the split or skill. Calls queue to the split or
skill until an agent is available.
An ACD agent can be a physical phone extension, an individual attendant extension, or an
agent login ID in an EAS environment. An agent can log in to multiple splits or skills. However,
in a non-EAS environment, agents can log in to only one split if that split is administered for
Multiple Call Handling (MCH).
You can assign a supervisor to each split or skill. The split or skill supervisor listens to agent
calls, monitors the split or skill queue status, and assists agents on ACD calls. Although
supervisors can assist agents on ACD calls, supervisors do not receive ACD calls unless
supervisors are members of the split or skill.
If you have CMS or Basic Call Management System (BCMS), you can measure and create
reports on the status of ACD agents, splits or skills, and trunks.

1. Incoming calls
2. ACD switch
3. Trunk group 1
4. Trunk group 2
5. Trunk group 3

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ACD features

6. Trunk group 4
7. Split 1 Business Travel with 10 agents
8. Split 2 Personal Travel with 8 agents
9. Split 3 Group Travel with 5 agents
10. Split 4 General Information with 15 agents
11. Queues
12. Announcement 1
13. Announcement 2
14. Intraflow (Call Coverage)
15. Split 2 Personal Travel (3rd choice)
16. Split 3 Group Travel (2nd choice)
17. Split 4 General Information (1st choice)
18. Supervisor with Service Observing
19. Announcement
20. Disconnect
21. CMS
22. Terminal
23. Printer

Configuring a call center

About this task
See the Avaya Aura ® Communication Manager Feature Description and Implementation
document to perform the following steps:
Procedure

1. Confirm the configured options for the license file.

2. Set the system date and time.
3. Configure the dial plan.
4. Define the Feature Access Codes (FACs).
5. Define the Class of Service (COS).
6. Define the Class of Restrictions (CORs).
7. Configure Abbreviated Dialing (AD).

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 Automatic Call Distribution

8. Define trunks.
9. Define hunt groups.
10. Configure and record announcements.

Defining other parameters

About this task
See “Setting up a call center” in the Planning an Avaya Aura ® Call Center Elite Implementation
document before you define the following:
Procedure

1. Caller types.
2. Incoming called numbers and corresponding VDNs.
3. Skills required to support the call types.
4. Caller and backup treatment.

Defining agents
About this task
See the Avaya Aura ® Communication Manager Feature Description and Implementation and
Planning an Avaya Aura ® Call Center Elite Implementation documents before defining
agents.
Procedure

1. Determine station types.

2. Define stations on the Station screen. Select auto-answer or manual-answer.
3. Define work modes. For example, auto-in, manual-in, or mixed environment.
4. Assign feature or work buttons.
5. On the Agent Login ID screen, define the following:
a. Skills.
b. Attributes.
6. Determine options, such as system, VDN, hunt group, or agent, that are required
for the call center.

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Defining vectors
About this task
For information on how to define vectors, see “Creating and editing call vectors” in the
Programming Call Vectoring Features in Avaya Aura ® Call Center Elite document.

Call And Agent Selection

Call selection
Call selection methods are used when calls are in queue and an agent becomes available.
This is known as a call surplus condition. During such conditions, Communication Manager
checks the call selection method administered for the agent on the Agent LoginID screen to
determine which skill to serve. Once a skill is identified, Communication Manager selects the
call at the top of the queue and delivers the call to the agent. Call selection is based on such
things as call handling preference, call selection measurement, and the use of service
objectives.

Agent selection
Agent selection methods are used when there is more than one available agent for an incoming
call. This is known as an agent surplus condition. Agent selection methods are administered
as a hunt group type for the skill. With Avaya Business Advocate, you can select agents
according to occupancy, idleness, individual skill level, and the percentage of time an agent
must spend serving each skill.

Automated agent staffing adjustments

Avaya Business Advocate provides you with options that automate staffing during call center
operation. These methods simplify call center management and eliminate the need for moving
agents from skill to skill to ensure coverage as call conditions change.
Avaya Business Advocate offers you the ability to assign reserve agents and set overload
thresholds to determine when those reserve agents will be engaged. The Dynamic Advocate
feature, known as Dynamic Threshold Adjustment, takes this a step further by automatically
adjusting the thresholds as needed to help maintain the service levels you defined.
The Dynamic Percentage Adjustment feature, gives you the ability to automate adjustments
to predefined allocations for your agents’ time to maintain defined service levels. Auto Reserve
Agents, another feature that is new with R9, allows you to intentionally leave an agent idle in

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a skill when the agent’s adjusted work time has exceeded the percentage that you administered
for that skill.

Call selection at a glance

Agent selection method Call selection

Skill level without service With the highest skill level and the longest CWT or PWT.
objective
Skill level with service objective With the highest skill level and the highest ratio of CWT/
SO or PWT/SO.
Greatest need without service With the longest CWT or PWT.
objective
Greatest need with service With the highest ratio of CST/SO or PWT/SO.
objective
Percent allocation That is the oldest call waiting that best maintains the
administered target allocations for all skills.

Agent selection at a glance

Agent selection method call selection

EAD-MIA The highest skill level, most idle agent.
UCD-MIA The most idle agent, without regard to skill level.
EAD-LOA The highest skill level agent with the lowest
occupancy.
UCD-LOA The least occupied agent, without regard to skill level.
PAD The agent with the lowest ratio of adjusted work time
and target allocation for the skill.

Combining agent and call selection methods

Avaya Business Advocate provides a variety of features with which you can meet your business
goals and manage the agent resources. The table shows some of the ways in which you can
combine call and agent selection methods to meet your company’s specific needs.

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Objective of the organization Feature

Maintain service levels while controlling the • Percent Allocation
time agents spend serving each of their skills
• Dynamic Percentage Adjustment
• PAD

Maintain service levels using more or less • Greatest Need

time from reserve resources to supplement
staffing as needed • Service Level Supervisor
• Dynamic Threshold Adjustment
• UCD-LOA

Add customer segmentation with • Greatest Need

differentiated levels of service while routing
all segments to the same skill to simplify • Dynamic Queue Position
staffing • UCD-LOA

Increase revenue by assigning agents their • Greatest Need

best skills as primary skills and limiting the
use of reserve skills to eliminate long call wait • Service Objective
times • Service Level Supervisor
• UCD-LOA

Ensure that critical skills are covered, • Greatest Need

regardless of caller wait time in other skills
• Service Level Supervisor
• Call Selection Override
• Oldest Call Waiting
• UCD-LOA

Control the time your agents spend serving • Percent Allocation

their assigned skills while maintaining the
ability to change to meet service level • Dynamic Percentage Adjustment
requirements for the center • Call Selection Override
• Service Level Supervisor
• PAD

Automate agent staffing to activate back up • Greatest Need or Skill Level

agents a little sooner or a little later to meet
service level goals • Service Level Supervisor
• Dynamic Threshold Adjustment
• UCD-LOA or EAD-LOA

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Objective of the organization Feature

Minimize the complexity of differentiating • Greatest Need or Skill Level
service levels for different types of calls that
require similar agent abilities • Dynamic Queue Position
• UCD-LOA or EAD-LOA

Maximize the amount of time that agents • Greatest Need

spend in high contribution roles while limiting
their use of lesser skills to address wait time • Service Objective
problems • UCD-LOA

Spread calls more evenly among agents • Greatest Need

while delivering the right level of service to
each skill • Service Objective
• UCD-LOA

Use agents in their most proficient skills while • Skill Level

minimizing the hot seat problem to some
extent • EAD-LOA

Different needs within a call center

Your call center can have different needs within particular areas or departments and Avaya
Business Advocate can help to meet the varying needs. A sales department, for example, can
use Dynamic Queue Position to create differentiation among various types of customer without
creating a different skill for each type of sales call. A service department, on the other hand,
can be interested in working towards similar goals for each technical support skill, while
eliminating the hot seats often experienced by the well trained, multi-skilled agents.

Feature compatibility
It is important to choose the right combination of features to meet your organization’s needs
and ensure that Avaya Business Advocate is set up to work most effectively. This section
summarizes the features that provide the best results when used together and also lists those
that are not designed to work together.

Call selection methods (call handling preferences)

The following table shows the features that work effectively with the various Avaya Business
Advocate call selection methods.

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Call selection method Feature

Greatest Need • Predicted Wait Time
• Service Objective
• Service Level Supervisor
• UCD-MIA
• UCD-LOA

Skill Level • Predicted Wait Time

• Service Objective
• Service Level Supervisor
• EAD-MIA
• EAD-LOA

Percent Allocation • Dynamic Percentage Adjustment

• Auto Reserve Agents
• Service Level Supervisor
• PAD

Agent selection methods (hunt group types)

The following table shows which features work with the various agent selection methods.

Agent selection method Feature

UCD-MIA • Greatest Need
• Predicted Wait Time
• Service Objective
• Service Level Supervisor

EAD-MIA • Skill Level

• Predicted Wait Time
• Service Objective
• Service Level Supervisor

UCD-LOA • Greatest Need

• Predicted Wait Time
• Service Objective
• Service Level Supervisor

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Agent selection method Feature

EAD-LOA • Skill Level
• Predicted Wait Time
• Service Objective
• Service Level Supervisor

PAD • Percent Allocation

• Dynamic Percentage Adjustment
• Auto Reserve Agents
• Service Level Supervisor

Feature combinations to avoid

Do not use the PAD agent selection method with the greatest need or skill level call selection
methods.

ACD methods
The following table summarizes the different call distribution methods.

Agent selection method call selection Feature availability

Direct Department Calling The first available agent Non-EAS
found in the hunt sequence.
UCD-MIA The most idle agent, without Non-EAS, EAS, Avaya
regard to skill level. Business Advocate
EAD-MIA The highest skill level, most EAS, Avaya Business
idle agent. Advocate
UCD-LOA The least occupied agent, EAS, Avaya Business
without regard to skill level. Advocate
EAD-LOA The highest skill level agent EAS, Avaya Business
with the lowest occupancy. Advocate

Basic ACD split queueing and announcements

Communication Manager automatically allocates queue slots so callers to wait for an agent to
become available. The next available agent is automatically connected to the call in the
queue.

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For non-vector-controlled splits, calls do not queue in the following cases:

• No agents are logged in.
• All logged-in agents are in the Auxiliary Work mode.
The caller hears a busy signal unless a call comes in using the automatic-in Central Office
(CO) facility. In this case, the caller hears a ringback from the CO and Communication Manager
continuously attempts to place the call in the queue.
You can assign two announcements to each split and administer a second announcement to
repeat. When an incoming call is directed to an ACD split, the call is either directed to an agent
or is automatically connected to the first announcement. For information on how
announcements are affected by call forwarding and call coverage, see the Avaya Aura ®
Communication Manager Feature Description and Implementation document.

First announcement
After a call enters a queue, the caller hears ringing and the first announcement delay interval
begins. If an agent becomes available during the first announcement delay interval, the call is
connected to the agent. Otherwise, the interval expires and the system tries to connect the
incoming call to the first announcement, with one of the following results:
• If the first announcement is available, the caller hears ringing, then the first
announcement.
• If the announcement is busy and has no queue, the caller hears ringing and the first
announcement delay interval is reset. The system tries to access the announcement
again when the interval expires.
• If the announcement is busy and has a queue, then:
- If the queue is full, the caller hears ringing and the first announcement delay interval
is reset. The system tries to access the announcement again when the interval
expires.
- If the queue is not full, the call enters the announcement queue and the caller hears
ringing, then the first announcement. The system then tries to connect the call to an
agent.
• If the announcement is not busy, but is still unavailable, the second-announcement delay
interval begins and the system attempts to connect the call to the second
announcement.
If there is no first or second announcement, the call remains in queue until answered or
removed from the queue.

Forced first announcement

The first announcement delay interval defines how long a call remains in queue before the call
is connected to the first announcement. If the delay interval is 0 seconds, the incoming call is

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automatically connected to the first announcement. This is a forced first announcement. The
call is not routed to an agent until after the caller hears the first announcement.
With a forced first announcement, the following occurs:
• If a first announcement is available, the caller hears ringing and the first announcement.
The system attempts to connect the call to an agent.
• If the announcement is busy and has no queue, the system waits 10 seconds and attempts
to access the announcement.
• If the announcement is busy and has a queue, then:
- If the queue is full, the system waits 10 seconds and attempts to access the
announcement.
- If the queue is not full, the call enters the announcement queue. The caller hears
ringing and the first announcement. The system attempts to connect the call to an
agent.
• If the announcement is not busy but is still unavailable, for example, it is deleted, then the
system attempts to connect the call to an agent.
After a forced first announcement, the caller always hears ringback or music-on-hold, if
administered until the call is answered or is connected to a second delay announcement. After
a first or second delay announcement, the caller hears music-on-hold, if administered.

Second announcement
After the first announcement, the second-announcement delay interval begins and the caller
hears ringing (if there is no forced first announcement), or music, if provided. If an agent
becomes available during the interval, the call is connected. Otherwise, the interval expires
and the system tries to connect the incoming call to the second announcement, resulting in
one of the following:
• If the second announcement is available, the caller hears ringing or music, then the
second announcement.
• If the announcement is busy and has no queue, the caller hears ringing and the second-
announcement delay interval is reset. The system tries to access the announcement
again when the interval expires.
• If the announcement is busy and has a queue, then:
- If the queue is full, the caller hears ringing (only if the first announcement has not
been heard) and the second-announcement delay interval is reset. The system tries
to access the announcement again when the interval expires.

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- If the queue is not full, the call enters the announcement queue and the caller hears
ringing (only if the first announcement has not been heard), then the second
announcement. The system then connects the call to an agent.
• If the announcement is not busy but is still unavailable, the call remains in queue until
answered or removed from the queue.
After the second announcement, the caller hears music, if provided, or silence and then:
• If you administered the split or skill to repeat the second announcement, the system tries
to connect the call to the second announcement after the delay expires.
• If you administered the split or skill not to repeat the second announcement, the call
remains in the queue until answered or removed from the queue.

Forced disconnect
You can connect an incoming call directly to an announcement and then disconnect the call
after the announcement has completed in one of two ways:
• Administer an announcement extension as the incoming destination. The caller is directed
to the announcement and is disconnected, without being queued for a split.
• Administer an announcement extension as a point in a split coverage path. Calls that have
been in the queue for a long time are forced to go directly to the announcement and are
disconnected.

Announcement rules
The following rules govern the announcements that a caller hears:
• Calls that reach a split directly always hear a forced first announcement, if assigned,
regardless of subsequent call coverage, call forwarding, night service, or busy signal
processing. If the calls queue long enough, the first and second announcements play.
• Calls that reach a split using call coverage receive a second announcement only, if
administered. The assumption is that a caller has likely heard a first announcement at the
original split or station before being redirected.
• Calls that reach a split using call forwarding receive first and second announcements at
the destination split, if administered. The calls can receive a forced first announcement
at the original split, if administered, but not at the split the calls are forwarded to.

Entering the queue

When a forced first announcement is not assigned, the system tries to connect an incoming
call to an available agent. If an agent is available, the call is connected to the agent. If all agents
are active (either on an ACD call or in ACW mode), the call enters the split or skill queue.

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When you have administered Intraflow and Interflow with Call Coverage and Call Forwarding
All Calls, the caller hears a busy tone or the call is redirected in any of these cases:
• No agents are logged in
• All logged-in agents are in AUX work mode, and the incoming facility is a digit-oriented
facility (digits are sent to the communication server as in DID, incoming wink, or immediate
tie trunks)

Note:
Central office trunk (non-DID) calls receive ringback from the CO, so the PBX cannot
give these callers a busy signal. The system tries to put such calls into queue until
successful or until the call is abandoned.

Priority queueing
Priority queueing allows priority calls to be queued ahead of calls with normal priority. You can
implement priority queuing in two ways:
• Assign Priority Queueing to the COR of the calling party.
• Assign Priority on Intraflow to an ACD split. This allows calls from the split, when
intraflowed into another split, to be queued ahead of non priority calls. For more
information, see Information Forwarding.

Queue status indications

You can assign queue status indications on agent or supervisor phones or consoles for ACD
calls in queue. For more information, see Queue Status Indications.

Basic Call Management System

With BCMS reports, you can manage agents, ACD splits or skills, VDNs, and trunk groups.
You can view BCMS reports on a terminal or print a paper copy.

Real-time reports Historical reports

• Split/Skill Status • Agent

• System Status • Agent Summary
• VDN Status • Split/Skill
• Split/Skill Summary
• Trunk Group

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Real-time reports Historical reports

• Trunk Group Summary

• VDN
• VDN Summary

BCMS interactions
Call redirection and conference calls
For information on how BCMS records redirects and conferences calls, see the
Communication Manager Call Center Software - Basic Call Management System (BCMS)
Operations document.
Move agents from CMS
If agents are moved from one split or skill to another split or skill using CMS Supervisor,
measurements are stopped for the agents from split or skill and started for the agent to split
or skill.
If an attempt is made to move an agent from a non BCMS-measured split or skill to a measured
BCMS split or skill using CMS Supervisor, and the move exceeds the maximum number of
measured agents, Communication Manager rejects the move. Otherwise, internal BCMS
measurements are started for the agent. If the an agent is moved from a split or skill that is
measured by BCMS to a split or skill that is not measured by BCMS using CMS Supervisor,
internal measurements for the agent stop.
Night Service
When night service is activated for a split or skill, new calls go to the alternate destination.
BCMS does not record the calls as OUTFLOW. If the destination is a measured split or skill,
BCMS treats the calls as new incoming calls, that is, BCMS does not record the calls as
INFLOW.
System Measurements
The system can simultaneously produce BCMS reports, adjunct CMS reports, and
Communication Manager traffic measurements.
Although some of the CMS and BCMS report information is similar, BCMS measurements are
not determined in the same way as trunk group and hunt group measurements are reported
in CMS. Therefore, representation of data in the two report types is not identical.

Best Service Routing

Best Service Routing (BSR) is a Call Center Elite feature that provides single-site and multi-
site load balancing and maximizes the agent staffing resources. BSR provides the best service
to the caller by comparing skills and routing the call to the best skill. To respond to changing

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conditions and operate more efficiently, BSR monitors the status of the specified resources
and adjusts call processing appropriately.
System administrators can configure BSR for single-site or multi-site operations. Use single-
site BSR to compare local skills. Use multi-site BSR to compare local and remote skills, and
to route calls to the skill that can provide the best service.
To use Best Service Routing (BSR) on a single Communication Manager, use special
commands and command elements that are part of Call Vectoring. As a result, BSR for a single
location can be easily added to existing vectors without modifying other parts of
Communication Manager.
Multi-site applications work similarly, but require additional administration. Since steps in a
multi-site BSR vector contact more than one remote locations, you must define the locations,
administer Communication Manager to contact each location, and set up VDNs and vectors
to handle communication between the sending Communication Manager and each remote
Communication Manager.
You must use three VDN or vector pairs in every multi-site BSR application. The primary VDN
or vector pair, on the sending Communication Manager, contacts the specified remote
Communication Manager, collects information, compares the information, and delivers or
queues the call to the resource that is most likely to provide the best service. Two VDN or
vector pairs are required on each remote Communication Manager. A status poll VDN or vector
pair provides information on the best resource in response to inquiries from BSR applications
on other Communication Manager. Finally, you require an interflow VDN or vector pair to
receive and process the calls that interflow from BSR applications on other Communication
Manager.

Benefits of BSR
Both single-site and multi-site BSR compare resources to find the resource that can provide
the best service to a caller. With multi-site BSR, you can integrate a network of call centers for
better load balancing and optimal agent utilization. Depending on your specific application,
BSR can yield a variety of other benefits as indicated in the following table.

Note:
If a call center network is heavily overloaded and a significant number of calls are being
blocked or abandoned, shorter wait times do not result when BSR is used. Rather than
reducing wait times, any productivity gains allows more calls to gain access to the
network.

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Benefit Feature
Increased • Better agent utilization, allowing more calls to be handled with a given
revenue staff level.
• Lower abandonment rates - By balancing the load between resources,
BSR reduces extremes in wait times across local resources or across
an entire network.
• In call centers with EAS, the ability to deliver calls to the best qualified
or highest revenue generating agents.

Lower costs • Better agent utilization.

• Shorter trunk holding times.
• Reductions of ineffective interflows.
• Operation over ISDN-BRI trunks and public networks.

Improved • Interflowing calls from centers with a surplus of calls to centers with a
customer surplus of agents. You can achieve uniform service levels across your
satisfaction network. This means that all callers for a given application experience
approximately equivalent waiting times.
• Shorter wait times.
• In call centers with EAS, the ability to deliver calls to the best qualified
or highest revenue generating agents.
• Robust information forwarding capabilities. Multi-site BSR can forward
original service requirements and any caller-entered digits with each call
and can use both QSIG and non-QSIG information transport methods
over private or public networks.

Increased • Less messaging and processing required per call than in traditional LAI
performance scenarios.
and more
efficient trunk • Eliminates phantom calls to remote agents.
usage • Intelligent interflows that only route calls to centers with available
agents.

BSR easy • Simple vector commands. You do not have to learn complex
configuration programming languages or design comparison steps. All that you have
to do is list the local and remote resources to be considered for calls and
instruct Communication Manager to queue or deliver the call to the best
resource on the list.

Improved agent • Increased efficiency. Improve service without adding or reducing staff
productivity while maintaining the current level of service. Network-wide load
balancing means that agents at one location are less likely to sit idle
while calls wait in queue at another location.
• No call delivery delays. In contrast to approaches that queue calls at all
remote centers simultaneously, with BSR there is no delay in delivering
a call when an agent becomes available.

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Benefit Feature
Increased • Larger pool of agents available to take calls in a split or skill. Through
operating its network-wide call distribution and information forwarding, BSR
flexibility, easier effectively converts distributed locations into a virtual call center. Staffing
staffing and problems therefore, do not have to be solved on a center-by-center
scheduling basis. BSR can automatically react to staff shortages at one center by
routing more calls to other locations.
• Automatic management of sudden and unexpected increases in call
volume. Large increases in call volume for a single split or skill can be
distributed across other splits or skills. Spikes in call volume at a single
call center can be distributed across all call centers, provided trunk
capacity is available between servers.

Improved • Lower ASA.

service levels

BSR terminology

Term Description
adjusted EWT Expected Wait Time plus a user adjustment set by a consider
command.
agent selection The method that Communication Manager uses to select an agent in a
method hunt group when more than one agent is available to receive the next
call. Possible methods are:
• UCD-MIA
• UCD-LOA
• EAD-MIA
• EAD-LOA
The agent selection method is a property of hunt groups and is set in the
Group-Type field on the Hunt Group screen.

Note:
To use an EAD available agent strategy, you must enable Expert
Agent Selection (EAS).
Alternate BSR compares splits or skills using a series of consider steps and
Selection on selects the one that provides the best service to a call. When that
BSR Ties comparison results in a tie, the Alternate Selection on BSR Ties
determines how BSR chooses which agent, skill, or location to select.
application A general term for a system in any call center that handles calls of a
particular type. In relation to BSR, any specific implementation of multi-
site BSR.

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Term Description
application plan Used only in multi-site applications, the application plan identifies the
remote switches that can be compared in consider series. The plan also
specifies the information that is used to contact each switch and to
interflow calls to it.
best Includes the following conditions
• No agents available - When no agents are available in any of the
specified splits or skills, the best resource is the one with the lowest
adjusted EWT.
• Agent available in one resource - When an agent is available in one
and only one of the splits or skills that are specified in a consider series,
that agent is the best and the call is delivered to that agent. If the BSR
Available Agent Strategy field is set to 1st-found, BSR ignores
all subsequent steps in the consider series. If any other available agent
strategy is used, all remaining resources are still checked before the
call is delivered.
• Agents available in more than two resources - When agents are
available in more than two splits or skills, the best agent is the one that
best meets the criteria that are specified in the BSR Available Agent
Strategy field. For example, if the available agent strategy is UCD-
MIA, the best agent out of those available is the agent with the longest
idle time.

Best Service A feature that is based on Call Vectoring and routes ACD calls to the
Routing (BSR) resource that is best able to service each call. BSR can be used on a
single switch, or to integrate resources across a network of switches.
BSR available A field that appears on the VDN screen when either version of BSR is
agent strategy enabled. The entry in this field is a property of the VDN and its assigned
vector. Possible entries are:
• 1st-found
• UCD-MIA
• UCD-LOA
• EAD-MIA
• EAD-LOA
When the VDN is the active VDN for a call, as determined by VDN
Override, this field determines how BSR commands in the vector identify
the best split or skill when several have available agents.
consider series Consider commands are written in a sets. This set of consider
commands is called a consider series. A consider series in a status poll
vector can have just one consider step.

consider A consider sequence is a consider series plus a queue-to best,

sequence check-best, or reply-best step.

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Term Description
Expected Wait Expected Wait Time is an estimate of how long a call in the queue has
Time (EWT) to wait before being connected to an agent.
Intelligent polling An automatic feature of BSR that significantly reduces the number of
status polls that are executed. When a remote location cannot be the
best resource at a given moment in time, the intelligent polling feature
temporarily suppresses polls to that location.
interflow The process of routing an incoming call to an external switch without
answering the call at the origin switch.
poll suppression A component of BSR intelligent polling that eliminates wasteful polling
of remote locations which have returned poor adjusted EWTs.
resources An agent, split, skill, or location
status poll A call that is placed by a consider location vector command to
obtain status data from a remote location in a multi-site BSR
application.

BSR requirements
For single-site BSR applications, Avaya Communication Manager must meet the requirements
indicated in the following pages. The requirements for ISDN trunks and Look-Ahead Interflow
(LAI) do not apply to single-site BSR applications.
To use multi-site BSR applications, all servers involved and the network connecting the servers
must meet all the requirements that are described in this section.

Caution:
To ensure that the network meets the requirements for BSR support, contact your Account
Executive about BSR network certification.

Server requirements
Communication Manager must meet the requirements shown in the following table to support
BSR.

Screen name Page Field name Field setting

number
System- Parameters 4 ISDN-BRI Trunks y
Customer- Options Multi-site BSR operates over
both BRI and PRI trunks. ISDN
connectivity is necessary only to

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Screen name Page Field name Field setting

number
use multi-site BSR, in which case
set one or both the fields to y.

ISDN-PRI y
You can set up ATM trunking,
which is on page 3, and IP trunk,
which is on page 4, to emulate
ISDN PRI.
6 Vectoring (G3V4 Advanced y
Routing)
Vectoring (Best Service y
Routing)
Lookahead Interflow (LAI) y
(Only to use multi-site BSR)
Feature-Related 12 Adjunct CMS Release R3V6 or later
System Parameters blank

Tip:
If you use BSR and then turn BSR off, you cannot set Vectoring (Best Service Routing) to n
until you remove all BSR commands from the vectors. If you are using multi-site BSR with
LAI and want to turn LAI off, you cannot set Lookahead Interflow (LAI) to n until you remove
all consider location, reply-best, and interflow-qpos commands from the
vectors.

Network requirements
To support multi-site BSR, networks must meet both the criteria for LAI call control operation
over switched networks and the following criteria:
• The network must support end-to-end transport of codeset 0 user data, either as a User-
to-User Information Element (UUI IE) or by a QSIG Manufacturer Specific Information
(MSI IE), in the ISDN SETUP and DISCONNECT messages.
• With BSR poll calls, information is forwarded in the DISCONNECT message. In this case,
the network must support forwarding of UUI in the first call clearing message, while the
call is still in the call proceeding state, prior to the active state.
• Private networks can be configured for either QSIG using MSI packaged in codeset 0
Facility IEs or non-QSIG using a codeset 0 UUI IE transport. Currently, public networks
cannot be configured for QSIG and user data can only be transported by the UUI IE when
supported by the network. Future public network can be configured for QSIG, possibly by
a Virtual Private Network (VPN).

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• The switch must support the ISDN country protocol.

• The network byte limit for the user data portion of the user information contents must be
large to carry the data needed for the customer application.

Note:
Some public network providers can require service activation, fees for user information
transport, or both.
BSR, LAI, enhanced information forwarding, and UCID have been tested with several major
carriers. To find if the capabilities work with your carrier, check with your account team for the
most current information.
If testing has not been done to verify operation over the public networks that are involved with
the preferred specific configuration, use private ISDN trunking between the nodes until
successful testing is complete.

How BSR determines the best resource

BSR determines the best resource to service a call by examining one or all of the following
variables:
• The Expected Wait Time (EWT) of the resource
• Any user adjustments
• The availability of agents
• The selection strategy for the active Vector Directory Number (VDN)

Note:
The BSR available agent strategy that applies to a given call is the strategy that is assigned
to the active VDN for that call, as determined by VDN override.

Call surplus situation

Every BSR application compares a set of predetermined resources, splits or skills, and selects
the best resource to service the arriving ACD call.
In a call surplus situation when no agents are available, the best resource is always the skill
with the lowest EWT. For the purpose of calculations, the best resource in a call surplus
situation, with BSR, you can adjust the EWT figure for any split or skill. The actual EWT for
calls in queue is not changed. Only the figure used in the calculations performed by the BSR
feature is changed. You do not have to enter adjustments, but the ability to adjust the EWT for
splits or skills allows you to program preferences in vectors. Because of agent expertise, for
example, or the availability or cost of tie trunks, you can choose that some resources do not
service a call unless doing so significantly decreases the time in queue for the call.
You can make adjustments to agent availability using the consider step.

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Agent surplus situation

In an agent surplus situation when more than one agent is available to take incoming calls,
BSR delivers a new call according to the BSR Available Agent Strategy field specified on the
VDN screen. The best resource is the split or skill that meets one of the five criteria that you
have defined by the strategy as the VDN BSR Available Agent Strategy. BSR can use any of
the five strategies shown in the following table to select an agent when agents are available.

Field setting Call delivery

1st-found The first available agent. BSR does not check any other resources as soon
as BSR finds an available agent.
ucd-mia The resource with a staffed agent who has been idle for the longest time.
BSR compares all the splits or skills specified in the vector before
delivering the call.
ead-mia The resource with a staffed agent who has the highest (most primary) skill
level that is relevant to the call and who has been idle the longest. BSR
compares all the splits or skills specified in the vector before delivering the
call.
ucd-loa The resource with the least-occupied agent. BSR compares all the splits
or skills specified in the vector before delivering the call.
ead-loa The resource with an agent who has the highest (most primary) skill level
that is relevant to the call and who is the least occupied. BSR compares
all the splits or skills specified in the vector before delivering the call.

When agents are available in more than one of the specified resources, BSR does not check
resources whether local or remote that return an Expected Wait Time value as is the case in
a call queue or call surplus situation, when selecting the best place to send the call.

Note:
With the exception of the 1st-found field setting, all other field settings must match the agent
selection method used in the splits or skills checked by a BSR application.

Agent selection adjustments

An option has been provided to have the BSR adjust-by value apply in the agent surplus
(agents available) situation. This adjustment provides the ability to use the consider step
adjustment value to prioritize (handicap) agent resources when agents are available.
When the adjustment is used, the consider step uses the following syntax:
consider split/location adjust-by x

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The server applies the agent adjustment in the same manner as the calls in queue/call surplus
(lowest EWT) situation.
To select an adjustment, think in terms of reducing the importance of a resource/site and in
relative percentage — the higher the adjustment, the less desirable it is to pick that agent/site.
So, if x = 30, then the agent/site is 30% less desirable.

The available agent adjustment applies to the UCD-MIA, UCD-LOA, EAD-MIA, and EAD-LOA
call distribution methods. For the most idle agent distribution methods, the adjust-by lowers
the idle time value returned by the agent/site. For the least occupied agent distribution
methods, the adjust-by raises the returned occupancy level of the agent/site. In either case,
with EAD, the MIA or LOA is used as a tie breaker if more than one site has an agent available
with the same highest skill level.
The same adjust-by value in the consider step applies to both agent surplus and call surplus
situations.

Tips for writing BSR vectors

Before you write vectors using BSR, see the sample vectors provided and familiarize yourself
with the new commands and command elements. Sample vectors are provided in single-site
BSR and multi-site BSR. The new commands and command elements are explained in the
Call Vectoring commands.
As you write BSR vectors, follow the guidelines:
• Arrange the consider steps in the order of preference.

The consider step that tests the main or preferred, resource must be the first in the
series. The second consider step must test the resource, that is, your second
preference for handling the given call type. To prevent unnecessary interflows, use
consider steps for local resources before steps for remote resources. This arrangement
also provides a local best as a backup in case the interflow fails.
Arranging consider steps in the order of preference for all BSR vectors. This
arrangement is especially important when the active VDN for the call is using the 1st-
found agent strategy since the server delivers the call to the first available agent found,
arranging consider steps in the order of preference ensures that calls are delivered to
the best available resources.
• Do not put any commands between the steps of a consider series that can cause a
delay. Goto commands are ok.
• Do not put a consider series in vector loops.
• Confirm that calls queue successfully.
Since EWT is infinite for a call that is queued, a step that checks EWT after a queue
attempt is a good confirmation method. After a queue-to best step, for example a

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command such as goto step X if expected-wait for call < 9999 must be
included.
• Do not use the wait-improved conditional in a vector before you have queued the call
once.
The wait-improved conditional compares the EWT of the call in the current queue to the
best resource found by a consider series. If a call is not queued and a vector step such
as check best if wait-improved > 30 is executed, the server interprets the current EWT
of the call as infinite and the check best step always routes the call to the best resource.
In other words, in this situation the check best step functions like an unconditional goto
or route-to command.

About Alternate Selection on BSR Ties

The Best Service Routing (BSR) feature compares splits or skills using a series of consider
steps and selects the split or skill that provides the best service to a call. When that comparison
results in a tie, that is, the results are equal in value, Alternate Selection on BSR Ties
determines how BSR chooses an agent, skill, or location. Alternate Selection on BSR Ties
chooses between:
• Skills or locations with the same Expected Wait Time (EWT).
• Available agents that are weighted with the same criteria, that is most idle agent or least
occupied agent, in a consider series designed to locate the best skill or location.
Set Alternate Selection on BSR Ties for the system or on a per Vector Directory Number (VDN)
basis. Each consider skill or location step applies the assigned strategy by
comparing the current best choice with the previous consider step to the value obtained from
the current consider step.

If Alternate Selection on BSR Ties on the active VDN for the call is 1st-found, when the
algorithm finds an available agent at a consider step, processing of the remaining consider
steps stops. Alternate Selection on BSR Ties does not apply in this case.

Single-site BSR
Single-site BSR is a simple, logical extension of Call Vectoring. Like any other vector, vectors
with BSR commands are assigned to more than one VDN. Using new vector commands and
command elements, you tell the Communication Manager to compare specific splits or skills
for each call that is processed in that vector. Throughout the comparison, Communication
Manager can remember which resource is the best based on how you define best. BSR vectors
can deliver a call to the first available agent found, or check all the specified resources and
deliver the call to the best split or skill. If no agents are available in any split or skill,
Communication Manager queues the call to the split or skill with the shortest adjusted EWT.

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Planning for single-site BSR

About this task
To work efficiently, record goals, VDN extensions, vector numbers, and other information on
paper before you begin your administration session. To do this, complete the following:
Procedure

1. Select the group of callers for which single-site BSR is to be used and identify the
VDNs and vectors to support the group.
2. Define your business goals.
For example, your business goals in using BSR can be to achieve a faster ASA for
a certain call type, or perhaps better service by routing calls to the most qualified
agents.
Different VDNs or vectors have different goals.
3. Decide which agent selection strategy to assign to each VDN in order to achieve
the goals relevant to the VDN.
4. Decide if the VDNs must follow the VDN Override rules.

Single-site BSR command set

The following table shows the screens, the vectors, the vector commands and command
elements used in single-site BSR. The following table shows the vector commands and
command elements used in single-site BSR applications.

Commands and command Purpose

elements
Screens Vector Directory To link a VDN to a BSR vector.
Number To set the agent selection strategy that is used for all calls
to that VDN.
Call Vector To confirm that BSR is administered.
To write vectors that use BSR commands.
Commands consider To retrieve the EWT or agent data required to identify the
split/skill best local resource. One consider step must be written
for each split or skill that is to be checked.
Since the consider command is designed to compare
more than two resources, consider commands are
written in a series of more than two commands with the
sequence terminating in a queue-to best vector

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Commands and command Purpose

elements
step. This set of consider commands and a queue-
to best step is called a consider sequence.
queue-to With the “best” keyword to queue calls to the best
resource identified by the consider sequence.
check With the “best” keyword to queue calls to the best
resource identified by the consider sequence if the
resource meets certain conditions.
Key word best Use the “best” keyword in queue-to, check, and
goto commands that refer to the resource identified as
“best” by a series of consider steps

Conditional wait- To prevent calls from being queued to an additional split

improved or skill when the reduction in EWT is not enough to be
useful. Wait improved means that the EWT of a call must
be improved by a specific amount, specified in seconds,
over the current EWT or Communication Manager does
not queue the call to the additional split or skill.
User adjust-by To specify your preferences for the splits or skills to
adjustment handle the calls for a particular application, reflecting
factors such as agent expertise or reducing calls to a
backup split or skill. When a vector checks a local
resource you can make the selection of that split or skill
less desirable. The higher the setting, the lesser the
chance that the resource is selected over another with a
lower setting. For example, set to 30 makes that choice
30 percent less desirable. With EWT returned, the setting
increases the returned EWT for comparison with other
returned EWTs. As a result, the split or skill is less likely
to service the call unless its EWT is significantly less than
that of any other available split or skill.
Optionally, the adjust-by parameter applies in the
available agent case. If you are using the UCD-MIA or
EAD-MIA available agent strategy, the setting decreases
the returned agent idle time, making the agent appear
less idle. If you are using the UCD-LOA or EAD-LOA
available agent strategy, the setting increases the
returned agent occupancy, making the agent appear
busier. In either case with EAD, the MIA or the LOA is
used as a tie breaker if more than one site has an agent
available with the same highest skill level.

Example of basic single-site BSR

This example shows the simplest use of BSR. The central element of all single-site and multi-
site BSR is a VDN or vector pair. The vector contains the commands that actually process the

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call, but the active VDN for the call contains information that is used by some vector steps. For
single-site BSR, the active VDN for a call sets the available agent strategy that is used by the
vector.
Single-site BSR example VDN screen
change vdn xxxxx page 1 of 3
VECTOR DIRECTORY NUMBER

Extension: 5000
Name: Single-site BSR
Vector Number: 234
Attendant Vectoring? n
Meet-me Conference? n
Allow VDN Override? n
COR: 59
TN: 1
Measured: internal
Acceptable Service Level (sec): 20
Service Objective (sec):
VDN of Origin Annc. Extension:
1st Skill:
2nd Skill:
3rd Skill:
change vdn xxxxx page 2 of 3
VECTOR DIRECTORY NUMBER

Audix Name:

Return Destination:
VDN Timed ACW Interval:
BSR Application:31
BSR Available Agent Strategy: 1st-found

In the example Vector Directory Number screen, the BSR Available Agent Strategy field is
set to 1st-found. If vector 234 uses BSR commands, as soon as a consider step locates
a resource with an available agent any subsequent consider steps are skipped and the call is
delivered to that resource. Resources that are specified in any subsequent consider
commands are not checked. If no split has an available agent, the call is queued to the split
with the lowest adjusted EWT.
If the Allow VDN Override is set to n and a second VDN and vector are used to process this
call, the 1st-found strategy specified in VDN 5000 is still used.
In the preceding example, VDN 5000 is associated with vector 234, which is shown below. In
this example, vector 234 compares two splits. No adjustment is assigned to either resource,
indicating that both splits are equally suited to service calls since neither is preferred to the
other. In reality, such a vector probably has additional steps after step 4, such as
announcement or wait-time commands. The steps are omitted in this example for
purposes of clarity.
Single-site BSR example vector
1. wait time 0 secs hearing ringback
2. consider split 1 pri l adjust-by 0
3. consider split 2 pri l adjust-by 0
4. queue-to best

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Note that the consider commands follow each other in unbroken sequence and that the
queue-to best command immediately follows the last consider command. This structure
is called a consider series. Write such series in uninterrupted order. You can use a few
commands, such as the goto command, which cause little if any delay in the execution of the
consider steps. In general, however, do not put other commands between consider steps,
or between a consider step and a queue-to best step. Even if BSR still works in that
situation, the performance can be impaired.
Consider commands collect and compare information. When a call is processed in the vector
above, the first consider step collects and temporarily saves the following information about
split 1:
• The fact that split 1 is a local split.
• The queue priority that is specified in the consider step.
• The user adjustment that is specified in the consider step.
• The split’s
- Split number
- Expected Wait Time (EWT)
If EWT=0, which indicates that more than one agent is available, the step also collects all the
agent information required by the BSR available agent strategy. This includes:
• Agent Idle Time (AIT)
• Agent Occupancy (AOC)
• The skill level of the agent in the split or skill who receive the next call
In the example, the splits do not have an available agent when the consider series executes.
If a split has an available agent, the call is delivered to that split by the queue-to best step.
Since there are no available agents in either split, the complete set of saved data now defines
the best resource. The second consider step collects and compares the same data to the
current best data. For this example, if the EWT for split 1 is 40 seconds and the EWT for split
2 is 20 seconds, when the second consider step executes, the data replaces the best data
from step 1 because the adjusted EWT is lower. The best data is essentially a placeholder.
When a queue-to best step executes, the step reads the data saved as the best at the
moment and queues the call to the split. In this case, the best data was collected from split 2,
so the call is queued to split 2 at the specified priority.
What if there are available agents in both splits?
Since the “BSR Available Agent Strategy” in this example is 1st-found, the consider series
skips any consider steps after step 2 and the queue-to best step delivers the call to split 1,
which is the first split or skill with an available agent that is found by the vector.
In any BSR vector, the order of the consider steps must reflect your preferences for the
resources. In the consider series, put the step that considers the most preferred split or skill
first, followed by the other splits or skills.
What if there are several available agents in split 1? Which agent receives the call?
When more than one agent is available in a split, the BSR consider command collects agent
data only for the agent who will receive the next call to that split. This agent is identified

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according to the agent selection method that is specified in the Group-Type field on the Hunt
Group screen.

Note:
For greatest efficiency, the agent selection method used in the splits or skills checked by a
BSR vector must match the BSR Available Agent Strategy that is assigned to the active
VDN.

User adjustments in single-site BSR

In both single-site and multi-site BSR, with the “adjust-by” portion of the consider command,
you can implement your preferences into the vectors.
You can assign a value of 0 to 100 in user adjustments. The server supplies the units of the
value depending on the conditions whenever the consider step executes. For example, in
the command consider split 1 pri h adjust-by 20, the server interprets “adjust-
by 20” to mean “add 20 percent to the EWT, but add 20 seconds at the minimum”.

Note:
If you define the user adjustment as a number of seconds, BSR is not efficient when EWT
was high. If you define the user adjustment as a percentage, BSR is not efficient when EWT
was low. Such efficiencies, while always important, become critical in multi-site BSR
applications where issues of trunk cost and capacity are involved.
For EWT of 1 to 100 seconds, an adjustment of 20 adds 20 seconds. Above 100 seconds, the
same adjustment adds 20 percent to the EWT for the split or skill that is specified in the
consider step. The following table shows the results of user adjustment to a range of
EWT.

EWT of resource (in User adjustment Adjustment applied Adjusted EWT used
seconds) by the server (in to select resource
seconds)
10 20 20 30
60 20 80
120 24 144
300 60 360

Example of single-site BSR with adjustments

The following example shows a more complex implementation of single-site BSR. Four skills
in an EAS environment are compared. The Expected Wait Time (EWT) for some skills is
adjusted to reflect the administrator preferences.

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Single-site BSR example VDN screen

change vdn xxxxx page 1 of 3
VECTOR DIRECTORY NUMBER

Extension: 5001
Name: Single-site BSR
Vector Number: 11
Attendant Vectoring? n
Meet-me Conference? n
Allow VDN Override? n
COR: 59
TN: 1
Measured: internal
Acceptable Service Level (sec): 20
Service Objective (sec):
VDN of Origin Annc. Extension: 501
1st Skill:
2nd Skill:
3rd Skill:
change vdn xxxxx page 2 of 3
VECTOR DIRECTORY NUMBER

Audix Name:
Return Destination:
VDN Timed ACW Interval:
BSR Application: 19
BSR Available Agent Strategy: EAD-MIA

In the example, the BSR Available Agent Strategy field is set to EAD-MIA. If vector 11 uses
BSR commands, calls are not automatically delivered to the first resource with an available
agent that is found. All consider steps in vector 11 are executed and one of the following
things happens:
Condition Action
No skill has an available agent The call queues to the skill with the lowest adjusted
EWT.
Only one skill has an available The call is delivered to the skill.
agent
More than two skills have The call is delivered to the skill with the most expertise.
available agents
More than two skills have The call is delivered to the agents who has been idle the
available agents with the same longest.
skill level

Also note that Allow VDN Override is set to n. If a second VDN and vector are used to process
this call, the EAD-MIA strategy that is specified in VDN 5001 is used. If Allow VDN Override
is set to y and vector 11 routes some calls to another VDN, the subsequent VDN’s available
agent strategy governs the operation of consider steps in its vector.
The following example vector 11, which compares four skills.
Single-site BSR example vector
1. wait-time 0 secs hearing ringback
2. consider skill 1 pri l adjust-by 0

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3. consider skill 2 pri l adjust-by 30

4. consider skill 11 pri l adjust-by 30
5. consider skill 12 pri l adjust-by 30
6. queue-to best
7. wait-time 10 secs hearing ringback
8. announcement 1001
9. wait-time 30 secs hearing music
10. goto step 8 unconditionally

For this example, the EWT of the four skills are 95, 60, 180, and 50 seconds, respectively.
Note that all consider steps except the first adjust the EWT returned by the specified skill.
Skill 1 is the preferred skill to handle calls to VDN 5001, so the EWT is not adjusted. Skills 2,
11, and 12 can handle this call type, but the skills are not preferred. The adjustment of 30
means that, in call surplus situations, the skills do not handle calls to VDN 5001 unless the
EWT is a minimum of 30 seconds better than the EWT in skill 1.
The following table shows the adjustments to be applied to each skill given the EWT and the
user adjustment specified in the consider step. The last column shows the adjusted EWT
the server uses to select a skill for the call.

User adjustments
Skill User adjustment Actual Adjustment Adjusted EWT used in
number in the consider EWT (in applied by the BSR calculations (in
step seconds) server (in seconds)
seconds)
1 0 95 0 95
2 30 60 30 90
11 30 180 54 234
12 30 50 30 80

Since the available agent strategy is not 1st-found, all four consider steps are executed each
time that the vector processes a call. In this example, there are no available agents in any skill.
In fact, EWT is high in the first three skills for the server to queue the call to skill 12.
When the queue-to-best step executes, the data in the best data placeholder is the data
from skill 12 and so the call is queued to that skill. From this point on, if the call is not answered
during the execution of step 7, a common vector loop regularly repeats an announcement for
the caller while the caller waits in the queue.
User adjustments also apply to available agent situations, with a strategy other than first found,
in a manner similar to EWT.
What if there is an available agent in one skill?
Since the “BSR Available Agent Strategy” in this example is EAD-MIA, the entire consider
series will always be executed to check all of the skills for available agents. If only one skill has
available agents, the call is delivered to that skill and user adjustments are not applied.
What if there are available agents in two skills?
Since the BSR Available Agent Strategy for VDN 5001 (the active VDN) is EAD-MIA, the call
is delivered to the skill with the most expert agent. If there are available agents in both skills

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with the same skill level, their user adjusted idle times are compared and the call goes to the
skill with the agent who has the longest adjusted idle time.
If a split/skill has more than one available agent, remember that it is the split/skill’s agent
selection method that determines which agent’s data is used in BSR selection of the best
resource.
What if no agents are staffed in a skill? Will the server recognize this?
Yes. Under any of the following conditions, the EWT returned from a split/skill is infinite:
• No agents logged in
• No queue slots available
• All agents in AUX work mode
The server logs a vector event and goes to the next vector step without changing the data in
the best placeholder. A resource with an infinite EWT is never selected as the best resource.
Can VDN skills be used in consider steps?
Yes. For example, consider skill 1st [2nd, 3rd] pri m adjust-by 0 will collect data on the 1st [2nd,
3rd] skill, as defined for the active VDN.

Multi-site BSR
Multi-site BSR extends all of the capabilities of single-site BSR across a network of
Communication Manager. Multi-site BSR compares local splits/skills and remote splits/skills,
and route calls to the resource that provides the best service. Multi-site BSR has special
features that work to ensure efficient use of processor power and network resources in your
BSR applications.

Multi-site BSR command set

The following table shows the screens, vectors, special vector commands, and command
elements required to administer multi-site BSR applications. The table also briefly describes
the purpose of each component.

Screen name Description

Best Service • To define the group of remote sites to be polled by a specific
Routing application.
Application Plan
• To assign a unique name and number to each application.
• To assign routing numbers for the status poll and interflow VDNs.

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Screen name Description

Vector Directory • To link a VDN to a BSR application by the application number.
Number
• To link the VDN to a BSR vector.
• To set the agent selection strategy to be used for all calls to that
VDN.

Call Vector • To confirm that BSR is administered and to program the vector steps
for BSR.

ISDN Trunk • To administer Communication Manager to forward user information by

Shared UUI or QSIG MSI.

List Best Service • To display a list of all the BSR applications by name and number.
Routing
Applications
System Capacity • To monitor the number of BSR application-location pairs assigned in
the system.

VDNs and Vectors

Primary VDN (the • To define the application plan and available agent strategy used by
active VDN for the vector assigned to this VDN.
the call at the
origin, as
determined by
VDN Override)
Primary vector • To control call processing at the original server and compare local and
remote resources.

Status poll VDN/ • To respond to status poll calls from another server. The status poll
vector vector checks a set of local splits or skills and returns data on the best
resource to the original server.

Interflow VDN/ • To accept BSR calls from another server and to queue the calls to the
vector best of the local resources.

Commands
consider • To obtain the EWT or agent data needed to identify the best local
split/skill resource. One consider step must be written for each split or skill
that is to be checked. Since the consider command is designed to
compare more than two resources, consider commands are written
in a series of more than two commands with the sequence terminating
in a queue-to best vector step. This set of consider
commands and a queue-to best step is called a consider
sequence.

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Screen name Description

consider • To obtain the EWT or agent data required to identify the best resource
location at a remote server. One consider step must be written for each
location that is to be checked. Routing information is obtained from the
BSR Application plan for the active VDN.

reply-best • To return data to another server in response to a status poll.

queue-to • With the “best” keyword to queue calls to the best resource identified
by the consider sequence.

check • With the “best” keyword to queue calls to the best resource identified
by the consider sequence if the resource meets certain conditions.

Key word
best • In queue-to, check, and goto commands that refer to the
resource identified as “best” by a series of consider steps

Conditional
wait-improved • To prevent calls from being queued to an additional split or skill—local
or remote—when the reduction in EWT is not enough to be useful.
Wait improved means that the EWT of a call must be improved by a
specific amount, which is a figure that you specify in seconds, over the
current EWT or the server does not queue the call to the additional
split or skill.

User adjustment
adjust-by • To control long-distance costs and limit trunk usage, reflecting factors
such as availability of the trunks or agent expertise at remote locations.
When a vector polls a local or remote resource, you can make the
selection of that site less desirable. The higher the setting, the less
chance that resource is selected over another with a lower setting.
With EWT returned, the setting increases the returned EWT for
comparison with other returned EWTs. Optionally, the “adjust-by”
setting applies in the available agent case. If you are using the UCD-
MIA or EAD-MIA available agent strategy, the setting decreases the
returned agent idle time, making the agent appear less idle. If you are
using the UCD-LOA or EAD-LOA available agent strategy, the setting
increases the returned agent occupancy, making the agent appear
more occupied. In either case with EAD, the MIA or the LOA is used
as a tie breaker if more than one site has an agent available with the
same highest skill level.

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Multi-site BSR applications

You can implement BSR at a single location by using the BSR commands in vectors. Using
BSR across a network is more complex and requires additional administration.
A series of consider location steps in a multi-site BSR vector contacts several remote locations.
You must define the locations, determine how the server contacts each location, and set up
VDNs and vectors to handle the communication between the origin server and the remote
servers.

Note:
You can use any combination of split or skill numbers, VDN numbers, and vector numbers
to support a single customer application or call type across a network. For clarity and
simplicity, use the same BSR Application Plan number and the location numbers on all
servers for a given application.
You must also set up the ISDN trunk groups, parameters for information forwarding (UUI
Transport), and administer the numbering plans and the AAR/ARS tables.
Multi-site BSR starts with the active VDN for a call, as determined by VDN Override rules. If
you want any specific VDN or vector pair to interflow calls using multi-site BSR, you must create
a specific application for the VDN or vector. A multi-site application must contain the elements
shown in the following table.

BSR application Purpose

elements
The primary VDN The primary VDN is the active VDN for a call at the origin server, as
defined by the VDN Override rules. Therefore, the primary VDN in a
BSR application does not have to be the VDN that originally received
the incoming call. The primary VDN links its assigned vector to a BSR
application plan and sets the “BSR Available Agent Strategy” .
The primary vector The primary vector contacts the specified remote servers, collects
that handles the information, compares the information, and delivers or queues the call
incoming call on to the resource that is likely to provide the best service.
the origin server
An application plan The application plan identifies the remote servers and specifies the
information to be used to contact each server and to route calls.
Two VDN or vector Status poll VDN or vector
pairs on each The status poll vector compares splits at the location and replies to the
remote server: origin server with information on the best of the splits. Each remote
• Status poll VDN server in a given application must have a dedicated status poll VDN or
or vector vector.
• Interflow VDN or
vector Interflow VDN or vector
When a given remote server is the best available, the origin server
interflows the call to the VDN or vector on the remote server. Each

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BSR application Purpose

elements
remote server in a given application must have a dedicated interflow
VDN or vector. The steps in this vector deliver or queue the call to the
best resource found by the status poll vector.

To create a multi-site BSR application, first create an application plan on the origin server.

Note:
Remember that the terms local, origin, and remote are relative terms. In most networks that
use multi-site BSR, every server can interflow calls to other servers and receive interflowed
calls from other servers. Therefore, every server in the network can have all the elements
described in the table. For clarity in the following discussions, local or origin means a server
that decides whether to interflow a call. Remote means a server that is polled by the origin
server.
Application plans
The application plan identifies the remote servers and specifies the information that is used to
contact each server and to route calls.
You can identify the plan for each application by the application number and a name. The plan
specifies the remote servers to be polled by the application and identifies each with a number
called the location number. The plan also specifies the numbers for the status poll and interflow
VDNs for each remote server. Whatever you dial to reach the VDNs is what you must enter in
the fields: full length numbers as well as AAR, ARS, UDP, or public network numbers work.
Create application plans on the Best Service Routing Application screen. A plan for an
application with three remote servers looks like the following example.
Sample multi-site BSR application plan
BEST SERVICE ROUTING APPLICATION PLAN
Number: 15 Name: Customer Service Maximum Suppression Time: 60 Lock? y

Num Location Switch Node Status Poll VDN Interflow VDN Net Redir?
1 New Jersey 320 84015 84115 n
2 Denver 18 913031234015 913031234115 n
4 New York 12345 912121234015 912121234115 n
___ ______________ ____ ____ __________ __ ____________ n
___ ______________ ____ ____ __________ __ ____________ n
___ ______________ ____ ____ __________ __ ____________ n
___ ______________ ____ ____ __________ __ ____________ n
___ ______________ ____ ____ __________ __ ____________ n
___ ______________ ____ ____ __________ __ ____________ n
___ ______________ ____ ____ __________ __ ____________ n
___ ______________ ____ ____ __________ __ ____________ n
___ ______________ ____ ____ __________ __ ____________ n
___ ______________ ____ ____ __________ __ ____________ n
___ ______________ ____ ____ __________ __ ____________ n

The maximum number of application plans vary depending on your Communication Manager
software release and platform. For more information, see the System Capacities Table for
Communication Manager on Avaya Media Servers document.

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By entering the application number from this plan on a VDN screen, you can link a given VDN
on your local server to this list of locations. This VDN becomes the primary VDN for the
application. For example, if the primary vector contains instructions to check locations 1 and
2, the server places a status poll call to the status poll VDN at the New Jersey and Denver
servers and compares the results. If location 2 is better than either location 1 or any splits that
are checked on the originating server, the call is interflowed to the interflow VDN that is
specified in the plan for location 2.

Simple multi-site BSR

Multi-site BSR compares local and remote splits or skills and queues calls to the resource that
provides the best service. Remember that each BSR application has the following main parts:
• An application plan that identifies the remote servers for comparison.
• A set of the following VDN or vector pairs:
- Primary: The primary vector, which is on the origin server, contacts the specified
remote servers, collects information, compares the information, and routes the call
to the server that is likely to provide the best service.
- Status poll: The status poll vector, which is on the remote server, compares
resources on the remote server and replies to the origin server with information on
the best of the resource. Each remote server in a given application must have a
dedicated status poll vector.
- Interflow: When a given remote server is the best available, the origin server
interflows the call to the vector on the remote server. Each remote server in a given
application must have a dedicated interflow vector.
The general operational scheme for multi-site BSR is shown in the following figure.

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The following example shows the primary VDN using a multi-site BSR application.
BSR example primary VDN
change vdn xxxxx page 1 of 3
VECTOR DIRECTORY NUMBER

Extension: 52222
Name: Multi-site BSR
Vector Number: 222
Attendant Vectoring? n
Meet-me Conference? n
Allow VDN Override? n
COR: 59
TN: 1
Measured: internal
Acceptable Service Level (sec): 20
Service Objective (sec):
VDN of Origin Annc. Extension:
1st Skill:
2nd Skill:
3rd Skill:
change vdn xxxxx page 2 of 3
VECTOR DIRECTORY NUMBER
Audix Name:
Return Destination:
VDN Timed ACW Interval:
BSR Application: 15
BSR Available Agent Strategy: UCD-MIA

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In the example shown above for VDN 52222, the entry in the BSR Application field links this
VDN to BSR Application Plan 15. Also note the UCD-MIA entry in the BSR Available Agent
Strategy field. If vector 222 uses BSR commands, calls are not automatically delivered to the
first resource found with an available agent. All consider steps in vector 222 are executed,
and one of the following happens:

If Then
There is no available agent in the The call queues to the split with the lowest adjusted
local or the remote splits EWT.
Only one split has an available The call is delivered to the split.
agent
More than two splits have The call is delivered to the split with the most idle
available agents agent.

Note that the Allow VDN Override field is set to n. If a second VDN and vector are used to
process the call, the UCD-MIA strategy and the application plan specified in VDN 52222 are
used.
Application plan 15, which is shown in the sample multi-site BSR application plan, identifies
the remote server and provides the digit strings to dial into the VDNs for both the status poll
vector and the interflow vector.
BSR primary vector
When a call arrives at the origin server, the primary vector processes the call. The vector begins
the BSR process by checking the specified resources. The following example shows a primary
vector used for that purpose.
BSR example of primary vector on origin Communication Manager
1. wait time 0 secs hearing ringback
2. consider split 1 pri m adjust-by 0
3. consider location 2 adjust-by 30
4. queue-to-best

In this example, the consider commands in steps 2 and 3 collect information to compare
local split 1 with more than one split at location 2. Location 2 is the Denver server identified on
the BSR Application Plan screen. Step 4 queues the call to the best found split. As in single-
site BSR, with the adjust-by parameter of the consider command, you can set preferences
for each resource, whether the resource is a remote location or a split/skill on the origin server.
In multi-site BSR, with the user adjustment, you can control the frequency of interflows by
adjusting the EWT that is returned by a particular resource on a remote server. In this example,
the Communication Manager administrator has chosen to adjust the EWT value for location 2
by 30.
BSR status poll vector
To collect information from the remote server, the consider location 2 adjust-by 30
command in the primary vector places an ISDN call, known as a status poll, to the status poll
vector on the server at location 2. The following example shows a status poll vector on the
remote server used for the purpose.

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BSR example of status poll vector on remote Communication Manager

1. consider split 2 pri m adjust-by 0
2. consider split 11 pri m adjust-by 0
3. reply-best

The status poll retrieves and returns information to the origin server. The call is not connected
to the status poll VDN.
The vector compares splits 2 and 11, identifies the best split and sends the information back
to server 1 with the reply-best command. Note that the adjust-by command can be used
on the remote server to adjust the EWT returned by either of the splits. When EWT adjustments
are applied at both the origin and remote servers, the two adjustments are added at the origin
server.
The consider command is ISDN neutral and does not return answer supervision. The status
poll call drops after vector processing executes the reply-best step, but the ISDN
DISCONNECT message returned to server 1 contains the information from the best split
considered at location 2. Once the remote server returns the necessary information, the
consider series in the primary vector on server 1 can continue at the next vector step.

Caution:
Do not use the status poll vectors to poll other servers. Status poll vectors compare
resources only on the server where the vector resides. Status poll vectors must always end
with a reply-best command. Do not use a busy or disconnect command.

Note:
Multi-site BSR includes mechanisms that automatically limit the number of status poll calls
that can be placed over the network when such calls are unlikely to yield better service for
the caller.
BSR interflow vector
In this example, no agents are available and split 11 (location 2) has the lowest adjusted EWT.
The queue-to best command in the primary vector interflows the call to the interflow vector
at location 2. The following example shows what the interflow vector looks like.
BSR example of interflow vector on remote Communication Manager
1. consider split 2 pri m adjust-by 0
2. consider split 11 pri m adjust-by 0
3. queue-to best

The interflow vector checks the status of both splits again to get current information and queues
or delivers the call to the best split. Note that the consider sequences in the interflow vector
and the status poll vector are identical aside from their last step. When a call is interflowed,
the call is removed from any queues at the origin server and any audible feedback at the origin
server is terminated.

Caution:
BSR will not operate correctly unless the consider series in the status poll vector and the
interflow vector use the same splits or skills with the same queue priorities.

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BSR call interflow with SIP

You can use SIP to interflow BSR calls, but not BSR polling. The polling must be done using
either H.323 or ISDN trunks. Once polling determines the best site, the incoming call can be
routed to another location by the queue-to-best step. The redirected call can be routed over a
SIP trunk.
What happens to the call if the interflow attempt fails?
If the interflow attempt fails, for example, because there are no available trunks, the call is
queued to the best local split. The call is not disconnected. The call is not dropped from vector
processing on the origin server. For the call to be queued to a local split, however, that split
must be checked at some previous point in the consider series. In writing primary vectors,
always check local splits or skills before remote resources.
Adjusting the AIT or AOC returned by an available resource
Procedure

1. Enable the Available Agent Adjustments for BSR field on the Feature-Related
System Parameters screen.
2. On the Vector screen, administer a consider split/skill or consider
location vector command specifying both the split or skill, or location and the
adjust-by parameter.
You can use the adjust-by parameter to provide a percentage value during vector
processing and can be:
• A percentage (0 through 100)
• A vector variable (A-Z, AA-ZZ)
• A VDN variable (V1-V9)

Result
Once the vector command is executed, the adjustment factor has the following result when
the remote site has an available agent:
• For the MIA strategies, the adjustment reduces the Agent Idle Time (AIT) received.
• For the LOA strategies, the adjustment increases the Agent Occupancy percentage
(AOC) received.
Depending on the available agent strategy assigned to the VDN for the call, the adjusted AIT
or the adjusted AOC is used for that local split or skill, or remote location when choosing
between available agents over multiple locations.
Example: You have an agent whose current AIT is 40 percent. You can increase the agent idle
time to 60 percent to prevent sending calls to the remote location. If the strategy is ucd-loa,
use the following vector command:
consider location 4 adjust-by 50

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The occupancy used for location 4 is increased by 50 percent of the actual occupancy. The
occupancy originally sent was 40 percent. A 50 percent adjust-by results in addition of 40 to
50 percent of 40. Therefore, 40 + 20 = 60 percent.

BSR available agent strategies

In multi-site BSR applications, the 1st-found available agent strategy results in fewer interflows
and minimizes the load on trunking. Communication Manager has less processing to perform
for each call in BSR vectors, since Communication Manager does not compare many
resources to identify the best resource. If the processing power and tie trunk capacity are
issues in your multi-site applications, use the 1st-found strategy.
The other strategies typically result in a much greater percentage of calls being interflowed,
optimizing load balancing across locations.

More on status poll and interflow vectors

Read the following points before you write status poll and interflow vectors:
• Since status poll vectors do not return answer supervision, call charges are not normally
incurred for the status poll portion of the call flow.
• When a consider location step performs a status poll, the command also checks
for the availability of a B-channel. If no B-channel is available, the remote resource is not
treated as the best since the call cannot be redirected to a remote resource.
• If only one split or skill on a remote server can service the call type handled in a BSR
application, you do not have to write a consider series in the interflow vector. You can just
queue the call to the appropriate resource.
• If status poll and interflow vectors check more than one split or skill, the VDNs for the
vectors must be administered with the appropriate BSR available agent strategy.

User adjustments in multi-site BSR

User adjustments are especially important in multi-site applications, where unnecessary
interflows are costly and use trunk capacity inefficiently.
User adjustments in multi-site applications function in the same way as in single-site BSR with
one important difference: user adjustments is applied at the remote servers in an application
as well as at the origin server. Since a status poll vector uses consider steps to evaluate
resources on the server where the vector resides, with the “adjust-by” portion of each
consider command, the administrator at each server can set preferences for the splits or
skills at the server. In BSR applications, the status poll vector checks any such adjustment for
a split or skill when selecting the best resource. The adjustment is then returned to the origin
server along with the other data for that resource. When the server receives the adjustment
from the remote server, the server adds the adjustment to any adjustment that was assigned

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to that location in the consider location step. In the following example, no agents become
available during the time the vectors are processing the call.
The following example shows a primary vector that checks one remote location to which the
vector assigns an adjustment of 30.
Vector with consider step for one location
1. wait time 0 secs hearing ringback
2. consider split pri m adjust-by 0
3. consider location 2 adjust-by 30
4. queue-to-best

The following example shows the status poll vector at location 2.

Status poll vector
1. consider split 2 pri m adjust-by 0
2. consider split 11 pri m adjust-by 20
3. reply-best

Consider split/skill commands in the status poll vectors work the same as in single-
site BSR vectors. User adjustments are applied to a single split or skill and not to the entire
location. In this case, the two splits are assigned different adjustments. Say that split 11, despite
having the larger adjustment, returns the lower adjusted EWT for a call. The reply-best
command in step 3 returns the user adjustment of 20 to the primary vector on the origin server,
along with the rest of the data for split 11.
In saving the data that is returned by location 2, the origin server adds the remote adjustment
of 20 to the adjustment of 30 that is specified in step 3 of the primary vector. As a result, the
call does not interflow to location 2 in this example unless the EWT for location 2 is more than
50 seconds better than the EWT in split 1 on the origin server.

Example of multi-site BSR with limited trunking

Multi-site BSR applications must balance improvements in wait times and agent utilization with
the cost of interflows and the availability of inter-server trunking for status polls and interflows.
The following example shows an application used for balancing agent workload across the
network while still limiting tie trunk usage.
BSR example of Application Plan
BEST SERVICE ROUTING APPLICATION PLAN

Number: 10 Name: International Maximum Suppression Time: 60 Lock? y

Num Location Name Switch Node Status Poll VDN Interflow VDN Net
Redir?

1 Kansas City 1111 919131234015 919131234115 n

2 New York 1112 912121234015 912121234115 n
3 Montreal 1113 915141234015 915141234115 n
3 London 1114 90114411234015 90114411234115 n
___ ______________ ____ ____ __________ __ ____________ n
___ ______________ ____ ____ __________ __ ____________ n
___ ______________ ____ ____ __________ __ ____________ n

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___ ______________ ____ ____ __________ __ ____________ n

___ ______________ ____ ____ __________ __ ____________ n
___ ______________ ____ ____ __________ __ ____________ n
___ ______________ ____ ____ __________ __ ____________ n
___ ______________ ____ ____ __________ __ ____________ n
___ ______________ ____ ____ __________ __ ____________ n
___ ______________ ____ ____ __________ __ ____________ n
___ ______________ ____ ____ __________ __ ____________ n

The following VDN example shows the VDN screen for VDN 51110, the VDN used in the BSR
Application Plan example. In the example, the entry in the BSR Application field links the VDN
to BSR Application Plan 10. Also note the EAD-MIA entry in the BSR Available Agent
Strategy field. If vector 100 uses BSR commands, calls are not automatically delivered to the
first resource found with an available agent. In each consider sequence, when the queue-to
best or check best step executes, one of the following happens:

Condition Action
No skill has an available agent The call queues to the skill with the lowest adjusted
EWT.
Only one skill has an available The call is delivered to that skill.
agent
More than two skills have The call is delivered to the skill with the most expert
available agents agent, which is the agent with the lowest skill level.
More than two skills have The call is delivered to the skills that has the most idle
available agents with the same agent.
skill level

Note that the Allow VDN Override field is set to n. If a second VDN and vector are used to
process the call, the EAD-MIA strategy and the application plan specified for VDN 51110 is
used.
BSR example of primary VDN
change vdn xxxxx page 1 of 3
VECTOR DIRECTORY NUMBER

Extension: 51110
Name: Multi-site BSR
Vector Number: 100
Attendant Vectoring? n
Meet-me Conference? n
Allow VDN Override? n
COR: 59
TN: 1
Measured: none
Acceptable Service Level (sec): 20
Service Objective (sec):
VDN of Origin Annc. Extension: 1001
1st Skill:
2nd Skill:
3rd Skill:
change vdn xxxxx page 2 of 3
VECTOR DIRECTORY NUMBER

Audix Name:
Messaging Server Name:

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Return Destination:
VDN Timed ACW Interval:
BSR Application: 15
BSR Available Agent Strategy: UCD-MIA
Observe on Agent Answer?: n

The overall application is represented in the following figure. Application plan 10 on the origin
server identifies the remote servers and provides the digit strings to dial into the VDNs for both
the status poll vector and the interflow vector on each server.
Each consider location command in the primary vector places a status poll call to its
specified location. The status poll vector at that location executes a series of consider
skill commands and returns data on the best resource to the origin server through a reply-
best command.

The following example shows the primary vector for this application. The first consider series
in the primary vector tests two local skills. If either skill has an available agent, step 4 jumps
to step 9 and the call queues locally. No remote locations are polled. If no agents are available
in either local skill, steps 5 to 8 test four remote locations. In general, do not use other
commands between the consider steps. The use of the goto step is one of the few
exceptions to the rule.
If the best remote location’s adjusted EWT can reduce the call’s current adjusted EWT, step 9
interflows the call to the location. In the vector, a local available agent is always favored over

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a remote available agent. The call is always directed to the most idle and skilled agent ,
irrespective of the location that services the call
Multi-site BSR example
1. wait time 0 secs hearing ringback
2. consider skill 1 pri m adjust-by 0
3. consider skill 2 pri m adjust-by 20
4. goto step 9 if expected-wait for best = 0
5. consider location 1 adjust-by 30
6. consider location 2 adjust-by 30
7. consider location 3 adjust-by 50
8. consider location 4 adjust-by 50
9. queue-to best
10. announcement 1001
11. wait time 60 secs hearing music
12. goto step 10 if unconditionally

In the primary vector, note that user adjustments are entered for local skill 2 as well as for all
the remote locations. The user adjustments indicate the administrator’s preferences regarding
both local and remote resources. If neither local resource has an available agent, the EWT is
greater than 0.
Status poll vector in a multi-site BSR application
Each receiving server in a multi-site application must have a status poll vector. To collect
information from the locations, each consider location command in the primary vector
places a status poll to the status poll vector for the appropriate server. The following example
shows the status poll vector on the server at location 3.
BSR example of status poll vector at location 3
1. consider skill 2 pri m adjust-by 0
2. consider skill 11 pri m adjust-by 20
3. consider skill 21 pri m adjust-by 30
4. reply-best

The status poll vector compares skills 2, 11, and 21, identifies the best skill, and sends
information back to the origin server through the reply-best command. Note that user
adjustments are applied to skills 11 and 21 to adjust the EWT. When EWT adjustments are
applied at both the origin and remote servers, both the adjustments are added at the origin
server.
If skill 11 has the best adjusted EWT at location 3, the skill data, including a user adjustment
of 20, is returned to the origin server by the reply-best command.
Finding the best resource
Once the remote servers have returned the best data for each location, the second consider
series in the primary vector can be completed. In this example, let’s suppose that no agents
are available at any remote location.
The following table shows how user adjustments at the origin and remote servers yield the
adjusted EWT for each location.

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Location Actual EWT User User Adjustment Adjusted EWT

of remote adjustment adjustment applied by used in BSR
best (sec) on origin on remote origin server calculations
server server (sec) (sec)
1 60 30 0 30 90
2 45 30 10 40 85
3 40 50 20 70 110
4 70 50 0 50 120

The second consider series identifies location 2 as the best remote location, with an adjusted
EWT of 85, and the queue-to best step interflows this call to location 2.
Interflow vector in a multi-site BSR application
The interflow vector on a remote server in a multi-site application accepts the interflowed call
from the origin server. It also executes the same consider series as the status poll vector to
identify the current best resource, in case conditions have changed since the status poll.
The following example shows the interflow vector on a remote server.
BSR example of interflow vector at location 2

1. consider skill 2 pri m adjust-by 0

2. consider skill 11 pri m adjust-by 20
3. consider skill 21 pri m adjust-by 30
4. queue-to best

As happens today when a call is interflowed, it is removed from any queues at the origin server
and any audible feedback at the origin server is terminated.

Caution:
BSR will not operate correctly unless the consider series in the status poll vector and the
interflow vector use the same splits/skills with the same queue priorities.

Example of multi-site BSR with slow networks

Network response times are not an issue for most users. This example is intended for those
users, if any, who experience such a problem. This example uses the same VDN, application
plan, and a four-server network that is described in the example of multi-site BSR with limited
trunking. The vector in the example minimized interflows by using a goto step that skips the
remote consider series if a local resource has an available agent. The design is especially
useful if network response times are slow. Calls are always queued locally once before being
queued at remote locations.
Both status polls and interflows are conditional. The call can wait in the queue for a local
resource while BSR looks for a better split or skill at remote locations.

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The example also shows the function of the check best command and the wait-improved
conditional.
The following example illustrates the primary vector for the application, vector 100. The first
consider series in the primary vector tests two local splits and queues the call to the best split.
If the EWT for the best split is less than 30 seconds, step 5 jumps to the loop in step 11 and
the second consider series is not executed. If the EWT for the best split is more than 30
seconds, steps 6 through 9 test 4 remote locations. If the best remote location reduces the
EWT of a call by more than 30 seconds as compared to its EWT in the best local queue, step
10 interflows the call to the location.

Caution:
Queue calls once before using the wait-improved conditional in a vector step. If calls are not
already queued when the step with the wait-improved conditional executes, the server reads
the EWT of the call as infinite. This can result in a vector that interflows all calls, even if
interflowing not the intended function.
Multi-site BSR with EWT
1. wait time 0 secs hearing ringback
2. consider skill 1 pri m adjust-by 0
3. consider skill 2 pri m adjust-by 20
4. queue-to-best
5. goto step 11 if expected-wait for call <= 30
6. consider location 1 adjust-by 30
7. consider location 2 adjust-by 30
8. consider location 3 adjust-by 50
9. consider location 4 adjust-by 50
10. check best if wait-improved > 30
11. announcement 1001
12. wait time 60 secs hearing music
13. goto step 11 if unconditionally

A consider series can end with either a queue-to best or a check best step. The check
best command lets you set conditions that must be met before a call is queued to the best
resource. In this example, step 10 in the primary vector is check best if wait-improved
> 30. In other words, step 10 interflows the call to the best location found by the consider
series only if the EWT for the location is more than 30 seconds better than the EWT of the call
in the local queue.
You can use up to 3 consider series in one vector. You can write more than 3 consider
series in a vector, but there is no benefit in doing so. The server only allows you to queue a
call simultaneously to 3 different local resources. Since each consider series ends by
queueing a call, if no agents are available, using more than 3 series in a vector does not place
the calls in additional local queues. If the call interflows to another Communication Manager,
the call is removed from vector processing and any queues the call was in on the origin
server.
You can combine single-site and multi-site consider series, as this example shows. Note
that user adjustments are entered for local skill 2 as well as for locations 3 and 4. These indicate
your preferences regarding both local and remote resources. In this example, say that step 2
queues the call to skill 1, which has an EWT of 65 seconds, before the second consider
series is executed.

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Status poll vector in a multi-site BSR with slow networks

Each receiving server in a multi-site application must have a status poll vector. To collect
information from the locations, each consider location command in the primary vector
places a status poll to the status poll vector for the appropriate server. The following example
shows the status poll vector on the server at location 3.
BSR example of status poll vector at location 3
1. consider skill 2 pri m adjust-by 0
2. consider skill 11 pri m adjust-by 20
3. consider skill 21 pri m adjust-by 30
4. reply-best

The status poll vector compares skills 2, 11, and 21, identifies the best skill, and sends
information back to the origin server through the reply-best command. Note that user
adjustments are applied to skills 11 and 21 to adjust the EWT. When EWT adjustments are
applied at both the origin and remote servers, both adjustments are added at the origin
server.
If skill 11 has the best adjusted EWT at location 3, the skill data, including a user adjustment
of 20, is returned to the origin server by the reply-best command.
The first consider series queues the call to local skill 1. If the second consider series
identifies location 2 as the best remote resource, the check command in step 10 recalculates
the current and unadjusted EWT of the call in skill 1. The check command compares the
calculated value to the unadjusted EWT of location 2. If the call’s actual (unadjusted) EWT can
be improved by more than 30 seconds, the call is interflowed.

Note:
BSR uses adjusted EWT to determine the best resources in the consider series. Once
the best resource is identified, subsequent expected-wait and wait-improved
conditionals use the actual EWT values.
Interflow vector in a multisite BSR with slow networks
When a call is interflowed to any of the remote locations, the interflow vector on that server
accepts the interflowed call from the origin server. It also executes the same consider series
as the status poll vector to identify the current best resource, in case conditions have changed
since the status poll. The following example shows such an interflow vector.
BSR example of interflow vector at location 2
1. consider skill 2 pri m adjust-by 0
2. consider skill 11 pri m adjust-by 20
3. consider skill 21 pri m adjust-by 30
4. reply-best

Caution:
BSR will not operate correctly unless the consider series in the status poll vector and the
interflow vector use the same splits/skills with the same queue priorities.
If the call is queued to a remote resource by step 10 in the primary vector, is the call removed
from the local queue that it entered in step 4? When a call is interflowed, the call is removed

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from any queues at the origin server and any audible feedback at the origin server is
terminated.
The second consider series can compare local and remote resources. If it does, and if step 10
queues the call to another local skill, will the call be removed from the local queue that it entered
in step 4?
No. In general, the server can queue a call to as many as 3 local splits or skills simultaneously.
BSR does not change this limit.

Example for handling excessive wait times

This short example shows a simple primary vector in a multi-site BSR application. If wait times
are sometimes excessive because of high call volumes, step 4 of the vector directs calls to a
disconnect step after an announcement step when wait time in the network exceeds five
minutes. The following example shows a simple primary vector.
Multi-site BSR using disconnect for excessive wait times
1. wait 0
2. consider skill 1 pri m adjust-by 0
3. consider location 2 pri m adjust-by 30
4. goto step 6 if expected-wait for best ≤ 300
5. disconnect after announcement 3001
6. queue-to best

Announcement 3001 can say something like, “ We are currently experiencing heavy call
volume and cannot service your call. Please try again later. We are normally least busy
between 8 a.m. and 11 a.m. each morning.”

Advanced multi-site routing

This section is intended for users whose call center networks meet the following criteria:
• More than five switches in the network.
• Combination of low-volume and high-volume locations.
Application architecture in multi-site BSR
Multi-site applications can be structured in a variety of ways. In general, however, most
applications fit one of two models: distributed or centralized. When each switch in a network
interflow calls to other switches and receive interflows, this is called a distributed system. A
centralized system, by contrast, is one in which all calls are initially delivered to a single call
center, the hub, and distributed from this site to queues at remote switches. A centralized
system requires greater inter-switch trunking, since a greater percentage of calls must be
redirected. However, if your organization has a significant investment in VRU and CTI
technology at the hub, the configuration is appropriate.
Which architecture you choose for an application has direct implications for your choice of user
adjustments and polling patterns.

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User adjustment considerations

User adjustments in consider split/skill steps can be set at the user discretion. In
distributed multi-site applications, however, pay attention to adjustments due to costs and inter-
switch trunk capacity. In centralized applications, all calls are redirected so it is OK to use
adjustments of 0. In distributed applications, a user adjustment of 0 for a consider
location step is neither practical nor efficient.

In distributed applications, if the adjustments are small, the load balance across the network
is less, but the percentage of calls redirected between switches is high increasing the demands
on inter-switch trunking. Higher adjustments reduce interflows, but at the cost of allowing
greater imbalance in the load between switches. It takes time and effort to find the best
combination of user adjustments in a particular network, but the table contains recommended
ranges for initial user adjustments under different conditions. Adjustments can vary between
different call center applications so apply the guidelines for each of your applications
separately.

Recommended If the following criteria apply…

adjustments
10-15 • To balance wait times across the network.
• Trunk facilities between Communication Manager are plentiful.
• Each Communication Manager receives more than 1 call every 10-15
seconds, that is, more than 240-360 calls per hour, for the application.

20 • To balance wait times across the network.

• Adequate trunk facilities are available to support the desired balance.
• Each Communication Manager receives more than 1 call every 20
seconds, that is, more than 180 calls per hour, for the application.

More than 30 • Gains in agent efficiency are more important to you than balancing wait
times across the network.
• Trunk facilities are scarce.
• Call interflow is costly.
• Each Communication Manager receives no more than 1 call every 30
seconds, that is, less than 120 calls per hour, for the application.

In the first multi-site application, you can begin with a remote adjustment of 30. You can reduce
the adjustment later if inter-switch trunking is under-utilized. On the other hand, if trunk
exhaustion is a common occurrence, user adjustments are probably set too low. When trunks
are exhausted, no further load balancing takes place, deteriorating the overall balance.
Set high user adjustments so that calls are not interflowed to gain the equivalent of a fraction
of a queue position. The following equation gives the minimum recommended user adjustment
for each remote switch:

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Adjustments for remote locations is probably in the range of 10–30 in most distributed
applications.
User adjustments and the balance in wait times
Changing conditions can produce significant variations between user adjustments and the
balance in wait times across a network, but on average you can predict the balance in wait
times for a given user adjustment.
Choose, for instance, a user adjustment of 20 for all remote resources in a network and poll
all the remote sites. When waiting time is short, less than 100 seconds, the highest and lowest
EWTs for the application on the network stays within a range of approximately 20 seconds.
When waiting time is long, more than 100 seconds, the highest and lowest EWTs for the
application stays within a range of approximately 20 percent.
About status polling
Status polls are the key element in multi-site BSR applications. Status polls provide the
communication link between Communication Manager that interflows a call and other
Communication Manager that services the call.
The vectors you write in multi-site applications must balance the costs of time and trunk usage
with the benefit of better customer service. BSR is designed to help you achieve this balance,
incorporating mechanisms to maximize improvements in customer service while minimizing
inter-switch communications with attendant delays and trunk usage. This section explains the
mechanisms and the benefits.
How long do status polls take?
One consider location step polls one remote location. Does this mean that an optimal
multi-site BSR application polls every switch in a network? No.
Let us look at an example of a moderately large network, containing 16 switches. The primary
vector on switch #1 can be written as shown in the following vector example. Polling response
times are variable. If this is a slow response network and each status poll takes 1 second, the
consider series in this vector adds as much as 15 seconds to a time of a call in vector
processing. In fact, the vector in the example of what NOT to do.
Intelligent polling for multi-switch networks
1. wait time 0 secs hearing ringback
2. consider skill 1 pri m adjust-by 0
3. consider skill 2 pri m adjust-by 20
4. goto step 20 if expected-wait for best = 0
5. consider location 1 adjust-by 30
6. consider location 2 adjust-by 30
7. consider location 3 adjust-by 30
8. consider location 4 adjust-by 30
9. consider location 5 adjust-by 30
10. consider location 6 adjust-by 30
11. consider location 7 adjust-by 30
12. consider location 8 adjust-by 30
13. consider location 9 adjust-by 30
14. consider location 10 adjust-by 30

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15. consider location 11 adjust-by 30

16. consider location 12 adjust-by 30
17. consider location 13 adjust-by 30
18. consider location 14 adjust-by 30
19. consider location 15 adjust-by 30
20. queue-to best
21. announcement 1001
22. wait time 60 secs hearing music
23. goto step 21 if unconditionally

First, even in very large networks you can obtain nearly all of the possible benefits in agent
utilization with very few polling connections. In a network of 16 switches, 99 percent of the total
benefits possible with BSR can be obtained if each switch polls just 4 others.
Now our vector looks like the following. Is polling time now cut from 15 seconds to 4 seconds,
proportional to the reduction in consider steps?
1. wait time 0 secs hearing ringback
2. consider skill 1 pri m adjust-by 0
3. consider skill 2 pri m adjust-by 0
4. goto step 9 if expected-wait for call = 0
5. consider location 5 adjust-by 30
6. consider location 10 adjust-by 30
7. consider location 13 adjust-by 30
8. consider location 15 adjust-by 30
9. queue-to best
10. announcement 1001
11. wait time 60 secs hearing music
12. goto step 10 if unconditionally

In fact, polling time in this vector can be around 0.4 seconds per call because of mechanisms
in BSR that constantly react to network conditions and resource usage to minimize the number
of status polls. The mechanisms, whose combined operation is called “Intelligent Polling”, also
function to make each status poll as productive as possible.
Intelligent polling
A BSR application only polls the switches that are likely to provide the best service at any given
time. If a remote switch is polled and returns an adjusted EWT greater than that of the current
best resource, polling of the remote switch is suppressed for a period of time proportional to
the difference between the two adjusted EWT values. In other words, polling of a given location
is suppressed whenever the adjusted EWT returned by that location is subsequently replaced
by a better adjusted EWT from another resource. The consider step for this location is
skipped during the period and vector processing continues at the next step. When the
suppression period is over, the consider step once again polls the location. If the location
returns the best adjusted EWT, the next call processed by the vector also causes the location
to be polled. If the location is not the best, polling is temporarily suppressed.
If no calls are in queue at the remote location an agent can become available at any moment,
and BSR, therefore, does not suppress polling for longer than 5 seconds in such situations.
BSR does not suppress polling of any remote location for more than 60 seconds, regardless
of the differences between adjusted EWT returned by different switches.
Other conditions can also suppress status polls to a location:
• Resource exhaustion, that is, no trunks available, queue full.
• Administration errors, that is, badly written vectors, or no application plan.

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This feature significantly reduces the average number of status polls placed per call. The
greater the call volume, the greater the percentage reduction. Let’s take another look at the
vector in screen 2.
Let us say the network is operating in a balanced state. EWTs are 30 seconds at all locations
and a call arrives every 3 seconds at each site. Adjusted EWTs are 30 seconds at the origin
switch and 60 seconds for each remote switch. After each status poll under the conditions,
polling is suppressed for 30 seconds. Each remote location is polled, therefore, by every 10th
call. On average, this means that each call polls any one location 0.1 times. Since there are
four consider steps, each call makes 0.4 polls. Remembering the 1-second polling response
time given at the beginning of the example, the average time added to call processing for each
call is 0.4 seconds.
The 1st-found available agent strategy, discussed in BSR can cut average polling times further.
With the 1st-found strategy, BSR skips all subsequent consider steps in a series if a resource
with an available agent is found and deliver the call to that resource.
Efficient polling patterns in large networks
Unless you have a small network, you cannot benefit by having every switch poll every other
switch. This section explains how many remote locations each switch polls and provides
guidelines for selecting which locations any given switch must poll.
How many switches must one switch poll?
You do not have to poll every Communication Manager in larger networks. Because of the
intelligent polling capabilities of BSR, you can obtain 99 percent of the possible benefits in
agent utilization with very few polling connections.
The following example is a laboratory network of 16 Communication Manager used for
simulations of BSR multi-site applications. As shown in the following table, approximately 99
percent of the possible benefits are obtained when any one Communication Manager polled
4 others.

Number of remote sites ASA across the network Approximate percentage of

polled by each switch (seconds) total benefits obtained (%)
0 192.8 0
1 26.2 89
2 10.6 95
3 7.6 98
4 6.5 99
15 4.7 100

For each Communication Manager to poll the other 11 Communication Manager in the network
produces an additional percent gain in ASA and agent utilization—an improvement which is
more than offset by the cost of additional messaging and trunking.

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In most situations, you obtain the optimal results with your multi-site BSR applications if you
follow the polling guidelines shown in the following table.

If there are this many switches in the network… Each switch must poll…
2-4 all the other switches
5-10 3 other switches
11-20 4 other switches
21-40 5 other switches
More than 41 6 other switches

Which remote switches must each switch poll?

In networks with less than five switches, each switch can productively poll all the other switches
in the network. In larger networks, each switch does not poll every other switch. But which
switches must each switch poll? The term “polling patterns” describes the relationships
between switches in multi-site BSR applications.
Do not use the following polling patterns:
• Mutual polling: As much as possible, 2 switches must not poll each other. This is difficult
in small networks, but in large networks mutual polling can and must be minimized.
• Polling chains: For example, if switch A polls B and C, B polls C and D, this is a polling
chain.
You can experiment with polling patterns appropriate for your network and applications, if you
are not constrained by the physical structure of the network. The following table provides a
template for creating polling patterns for applications of up to 12 switches. In the majority of
situations, the patterns produce results that are close to optimal. To use this table, first assign
a number from 1 to x to each switch in your application. Next, find the column that matches
the number of switches in your application. As you read the column, see which switches each
switch in the application must poll.

This Must poll the specific switches shown in the column for your network size
switch 5 6 7 8 9 10 11 12
…
1 2,4,5 2,4,5 2,4,6 2,4,7 2,4,6 2,4,7 2,4,8,10 2,4,8,9
2 3,5,1 3,5,6 3,5,7 3,5,8 3,5,7 3,5,8 3,5,9,11 3,5,9,10
3 4,1,2 4,6,1 4,6,1 4,6,1 4,6,8 4,6,9 4,6,10,1 4,6,10,11
4 5,2,3 5,1,2 5,7,2 5,7,2 5,7,9 5,7,10 5,7,11,2 5,7,11,12
5 1,3,4 6,2,3 6,1,3 6,8,3 6,8,1 6,8,1 6,8,1,3 6,8,12,1
6 1,3,4 7,2,4 7,1,4 7,9,2 7,9,2 7,9,2,4 7,9,1,2
7 1,3,5 8,2,5 8,1,3 8,10,3 8,10,3,5 8,10,2,3
8 1,3,6 9,2,4 9,1,4 9,11,4,6 9,11,3,4

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This Must poll the specific switches shown in the column for your network size
switch 5 6 7 8 9 10 11 12
…
9 1,3,5 10,2,5 10,1,5,7 10,12,4,5
10 1,3,6 11,2,6,8 11,1,5,6
11 1,3,7,9 12,2,6,7
12 1,3,7,8

In applications of more than 12 switches, the following table provides the formulae you must
figure out the optimal polling pattern.

Number of switches in application Switch i must poll…

13 or 16 i + 1, i + 3, i + 7, i +11
14 or 19 i + 1, i + 3, i + 7, i + 9
15 i + 1, i + 3, i + 7, i + 10
17 or 20 i + 1, i + 3, i + 7, i + 12
18 i + 1, i + 3, i + 7, i + 13
21-23 i + 1, i + 3, i + 7, i + 15, i + 17
24 i + 1, i + 3, i + 7, i + 15, i + 19
25 i + 1, i + 3, i + 7, i + 15, i + 20

To use one of the formulae, first assign a number from 1 to x to each switch in your application.
Then, in the left-hand column of the table, find the number of switches in your application. The
corresponding formula in the right-hand column is the one you must use.
In the formulae, i is the number of the switch for which you are calculating a polling pattern. To
calculate the polling patterns in an application with 16 switches, the formula to use is: i + 1, i
+ 3, i + 7, i +11
As shown in the first row of the table. Here are the actual results of this formulae for the first 5
switches in this 16-switch application. Note that the numbers wrap, start over at 1, after you
have polled the last switch in the network: switch 5 polls switch 16 as its fourth poll and then
the polling pattern for switch 6 has switch 1 in the fourth position.

Switch number… Must poll switches…

1 2 ,4, 8, 12
2 3, 5, 9, 13
3 4, 6 ,10, 14
4 5, 7, 11, 15
5 6, 8, 12, 16

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Switch number… Must poll switches…

6 7, 9, 13, 1
7 8, 10, 14, 2

Minimizing variations in wait time

When a network contains large and very small resources, BSR and LAI can be effectively
combined. This section presents two sample vectors. The first example illustrates a primary
vector intended for the small resources in a network wherein a call in queue at one call center
when an agent is available at another makes no sense. The design reduces wait time variation
as well. The second example illustrates the best way to minimize wait times across a network
with large resources.
LAI as a backup
If your principal concern is that a call should not wait in queue while an agent is available
elsewhere, use BSR at all locations in the network. At smaller locations, write primary vectors
that will perform LAI attempts to other preferably larger resources once the call has been
queued.
1. wait time 0 secs hearing ringback
2. consider skill 1st pri m adjust-by 0
3. consider location 12 adjust-by 30
4. consider location 22 adjust-by 30
5. goto step 7 if expected-wait for call < 600
6. disconnect after announcement 3501 “Due to heavy call volume...”
7. queue-to skill best
8. announcement 3500 “Thanks for calling....”
9. goto step 13 if expected-wait for call < 90
10. wait time 45 secs hearing music
11. announcement 3502 “Still busy...”
12. goto step 9 if unconditionally
13. route-to-number 913031234567 with cov n if interflow-qpos = 1
14. wait time 5 secs hearing music
15. goto step 13 if unconditionally

Steps 1 to 4 comprise a typical BSR vector. The origin Communication Manager checks a local
resource and 2 remote resources. Before queueing or routing the call, however, the vector
checks the expected wait time for the best resource. If this is more than 10 minutes, the caller
receives a busy announcement. Otherwise, the queue-to best step sends the call to the best
resource. Two vector loops follow: one 45-second loop with music and a delay announcement,
and one 5-second loop that uses LAI. If the call is queued successfully in step 7 the first
announcement loop (steps 9-12) executes until the call gets within a certain range of the head
of the queue (at which point EWT is less than 90 seconds). At this time, step 9 sends the call
to the second loop, where LAI attempts are placed every 5 seconds for the call at the head of
the interflow eligible queue (interflow-qpos=1). If an agent becomes available at the larger
remote resource, any call at the head of the eligible queue at the smaller location is outflowed
to the larger resource, normally within a period of 5 seconds.
Single-queue FIFO hybrid configuration
To minimize variations in wait time across a network, the best strategy is to let only the call
centers with the larger resources receive calls. The following figure shows a network of three

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large and three small resources, that is, call centers with large skills and call centers very small
skills in the same application.
The large locations use BSR and all poll each other, while each location with a small resource
(numbered 1, 2, 3) is treated as a satellite of one of the larger locations and receives calls
interflowed from the larger location. Mutual polling is not optimal in larger networks, but work
well for switches in such a small network to poll each other. BSR is used to balance the load
between the locations with the larger resources. Each large switch executes a rapid LAI vector
loop to one small switch to look for available agents. Since calls never queue at the small
switches, the problem of highly variable wait times at the small resources is eliminated. This
strategy will also give the best balance in wait times across resources.

The following vector example shows the primary vector that is used at the large locations with
this strategy. This vector is almost identical to the vector shown in using LAI as a backup. The
difference is at the application level. In contrast to the previous example:
• Only locations with the larger resources receive calls.
• The primary vector in this example resides on larger switches.
Steps 1 to 4 comprise a typical BSR vector. The origin Communication Manager checks a local
resource and 2 remote resources. Before queueing or routing the call, however, the vector
checks the expected wait time for the best resource. If this is more than 10 minutes, the caller
receives a busy announcement. Otherwise, the queue-to best step sends the call to the best
resource. Two vector loops follow: one 45-second loop with music and a delay announcement,
and one 5-second loop that uses LAI. If the call is queued successfully in step 7, the first

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announcement loop (steps 9-12) executes until the call gets within a certain range of the head
of the queue. At this time, step 9 sends the call to the second loop, where LAI attempts are
placed every 5 seconds (only for the call at the head of the interflow eligible queue). If an agent
becomes available at the smaller resource, any call at the head of the eligible queue at the
larger location is outflowed to the smaller resource, normally within a period of 5 seconds.
Vector combining BSR and LAI
1. wait time 0 secs hearing ringback
2. consider skill 1st pri m adjust-by 0
3. consider location 120 adjust-by 30
4. consider location 220 adjust-by 30
5. goto step 7 if expected-wait for best < 600
6. disconnect after announcement 3501 “Due to heavy call volume...”
7. queue-to skill best
8. announcement 3500 “Thanks for calling....”
9. goto step 13 if expected-wait for call < 90
10. wait time 45 secs hearing music
11. announcement 3502 “Still busy...”
12. goto step 9 if unconditionally
13. route-to-number 913031234567 with cov n if interflow-qpos = 1
14. wait time 5 secs hearing music
15. goto step 13 if unconditionally

Similar vector loops can be added to the interflow vectors at each of the large switches. In
other words, each vector that processes calls at the larger locations can use rapid LAI loops
to interflow calls to its satellite resource. This system maximizes agent utilization and the
distribution of call load while evening out wait times across the network.
About low volume splits or skills
Very small resources, for example, 2-3 agents, have special needs. With BSR, you can easily
maintain a balance of wait times across a network of call centers. However, for very small splits
or skills, wait times for each call can vary significantly.
To see why this is, let us take an extreme example of a split with a single agent logged in with
one call active and none in queue. Average call handling time is 3 minutes. Now, if a new call
arrives in queue, that call can be answered almost immediately or the call can be in queue wait
for more than 3 minutes. The variation in wait times is perhaps 5-180 seconds.
In general, the fewer agents logged in to a split or skill, the greater the variability in wait times
because agents become available less often. BSR favors large resources, steering calls away
from smaller resources when there are no available agents or wait times are not the best in
the application. This tendency helps reduce the possibility that an individual caller can have a
disproportionately long wait at a small resource.
If your network includes very small splits or skills, you have three options:
• If the operation is not badly affected by a small percentage of calls having variable wait
times, simply use BSR across the network.
• If your principal concern is that a call does not wait in queue while an agent is available
elsewhere, use BSR, but write primary vectors at smaller locations to perform rapid look-

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ahead attempts to other resources once the call is queued. Rapid LAI vector loops use
the interflow-qpos conditional, which is an enhancement to LAI.
• If you want agents to answer each call quickly, use the following configuration: Do not
deliver or queue calls directly to the very small resources. Deliver or queue all incoming
calls to larger resources and use BSR to balance the load across the larger locations.
Ensure most of the larger locations perform rapid look-ahead attempts to more than one
of the smaller resources. In this way, the members of the very small resource become an
extension of the agent pool at one of the larger call centers.
In any network, do not have several large resources poll or make look-ahead attempts to a
very small resource. Since the status at the very small resource changes infrequently, frequent
polls to that resource are wasteful. A very small resource must receive look-ahead attempts
or be polled only by other small resources or by one large resource.

About BSR local treatment for calls queued remotely

Note:
Since the converse-on vector step does not include any information on the queue position
and the wait time for the call at the remote end, Voice Portal Call Back Assist does not work
with BSR Local Treatment.
In a multi-site BSR configuration, a call that arrives at a local Communication Manager can be
rerouted to a remote server located in a different part of the world. With BSR Local Treatment
for Calls Queued Remotely Over IP or ISDN Trunks, you can provide local audio feedback for
IP and ISDN calls while a call waits in queue on a remote server.
The feature provides the following potential benefits for call center operations:
• For multi-site BSR operations that include sites located in different countries, the BSR
local treatment feature results in significant bandwidth savings for IP calls.
• Audio quality concerns that occur when music is sent over wide area networks that use
low bit-rate codecs are eliminated.
• Announcements and other treatments can be maintained and managed in a central
location.

About local treatment operations

This section describes local treatment feature operations that occur when BSR redirects IP or
ISDN calls to a remote queue.

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Important:
Before following the local treatment operations, ensure that the required feature and vector
administration steps are implemented on both the local and remote Communication
Manager.
For information on feature administrations, see “Administering local treatment” in the
Administering Avaya Aura ® Call Center Elite Features document.
The following steps describe the basic process for local treatment operations in a multi-site
BSR environment:
1. A call arrives at the local Communication Manager and is processed by a VDN that
is enabled for BSR local treatment.
2. The local vector includes the consider, queue-to best, and wait hearing
announcement steps that are required for BSR local treatment operations.
3. A skill on a remote server is identified as best location and the local server attempts
an interflow to the remove server. Vector processing is temporarily suspended on
the local server while the interflow attempt is in progress.
4. If the interflow attempt succeeds, the remote server returns an ISDN_PROGRESS
message with progress indicator of in-band information (8) to indicate that the call
is in queue and local treatment operations can proceed.
The remote server must meet the following requirements for the appropriate
ISDN_PROGRESS message to be sent back to the local server:
• The remote server is administered for BSR local treatment.
• The call is directed to a VDN that is also enabled for local treatment.
• The vector associated with the VDN includes only those steps and commands
that are required for successful local treatment operations.
5. The local server receives the ISDN_PROGRESS message with progress indicator
of in-band information (8), vector processing resumes with an appropriate treatment
step and the caller receives feedback provided by the local server while the caller
waits in the remote queue.

Important:
To ensure that the local treatment feature operates as designed, use only the
vector commands that are recommended for local treatment implementation.
Although local treatment operations do not impose restrictions on the types of
vector steps that are administered on the local server after call processing
resumes, use of inappropriate vector steps can interfere with local treatment
operations.
6. When an ACD agent on the remote server accepts the call, an ISDN_ALERTING
message is sent to the local server. Vector processing is discontinued on both the
local and remote servers.

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Local treatment system requirements

The BSR Local Treatment for Calls Queued Remotely Over IP or ISDN Trunks feature works
on all platforms and operating systems that are supported by the Avaya Communication
Manager. You must meet the following licensing and system requirements to use the local
treatment feature:
• The Communication Manager release must be 2.0 or later.
• The system license file must be configured to enable the following features:
- Call Center Release 12.0 and later
- LAI
- BSR
- BSR Local Treatment for IP and ISDN

Implementation guidelines for local treatment vectors

Important:
Read the guidelines before you implement the local treatment feature.
Implementation of the local treatment feature requires use of specific vector steps to generate
the correct ISDN messages between the local and remote Communication Manager.
For polling vectors: You must be careful to administer your local treatment polling vectors so
that calls are not unintentionally dropped or phantom calls are generated. If the queue-to
best step is followed by vector steps that include any commands other than announcement,
wait, or goto, the trunk to the remote queue are dropped. For example, the addition of
consider steps after a queue-to best command can cause intermittent call behavior. The
addition of a queue-to step after a queue-to best step can cause phantom calls to be
queued to the remote server.

Tip:
You can also exploit this functionality to allow the local server to “take back” calls that remain
in queue on a remote server after a specified time limit is exceeded. For more information,
see the “Take back example” in the example vector for local Communication Manager.
Interflow local treatment vectors on the remote Communication Manager: When the BSR Local
Treatment feature is enabled, specific ISDN messages must be exchanged between the
remote and local Communication Manager. If additional vector steps are included either before

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or after the consider steps and queue-to best in the interflow vector on the remote server,
the following results occur:
• Either an ALERTING or PROGRESS message, with in-band information, is returned from
the remote server to the local server.
• In response to the message, trunk bandwidth is immediately allocated and the call is
removed from the local queue.
• Local treatment operations cease, trunk bearer resources are allocated for the call sooner
than required and cost savings associated with the local treatment feature are not
realized.

Example vectors for the local treatment feature

This section provides vector guidelines and examples that describe how to implement the local
treatment feature. Vector administration typically requires polling vectors on both the local and
remote Communication Manager and an interflow vector on the remote server. You must also
administer the polling vector on the local server to provide an appropriate local call
treatment.
Example vectors for the local Communication Manager
The following examples shows two different vector strategies to implement the local treatment
feature on the local server. Vectors created for this purpose are the same as those used in all
BSR polling operations, which include a consider series followed by a queue-to best
step.

Important:
Administer the local treatment polling vectors so that calls are not dropped unintentionally.
After various skills and locations are polled and the call is placed in queue at the identified best
location, the local server continues to maintain control of the call until the call is answered by
an agent. While the call is in queue, the local server continues to provide additional vector
steps to implement the local call treatment.
At a minimum, the local treatment vector must include announcement and wait-time steps
to provide appropriate feedback to the caller. However, the local treatment vector can be
designed to use either a continuous loop or take back strategy. The alternate local call
treatment strategies are described in the following sections.
Continuous loop example
The following example shows a vector that provides a sequence of call treatment steps on the
local server that proceed in a continuous loop until an agent answers the call at the remote
location.
In the following vector example, step 6 places the call in queue at the identified best location.
Step 7 provides an appropriate announcement and step 8 provides 10 seconds of music. Step

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9 uses an unconditional goto step to loop call processing back to step 6, where the treatment
process continues.
change vector 40 Page 1 of 3
CALL VECTOR

Number: 40 Name: Local BSR vector

Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? n BSR? y Holidays? y

01 announcement 3000
02 consider skill 4 pri m adjust-by 0
03 consider skill 6 pri m adjust-by 0
04 consider location 1 adjust-by 10
05 consider location 2 adjust-by 10
06 queue-to best
07 announcement 3001
08 wait-time 10 secs hearing music
09 goto step 7 if unconditionally

Take back example

The previous example set up the local treatment process as a continuous loop that repeats
indefinitely while the call remains in queue at the identified best location. However, you can
also design vectors that allow the local server to take back a call after the call remains in queue
for a specified time.
In the following vector example, the queue-to best in step 6 is followed by a series of
announcement and wait-time commands provided in steps 7 through 12. If the treatment
steps complete and the call still remains in the remote queue, vector processing proceeds to
step 13, which uses a route-to command that causes the call to the remote server to be
dropped. The route-to step can be used to provide alternate services for the call.

Note:
When the call to the remote server is dropped, a type 305 vector event is logged.
change vector 40 Page 1 of 3
CALL VECTOR

Number: 40 Name: Local BSR vector

Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? n BSR? y Holidays? y

01 announcement 3000
02 consider skill 4 pri m adjust-by 0
03 consider skill 6 pri m adjust-by 0
04 consider location 1 adjust-by 10
05 consider location 2 adjust-by 10
06 queue-to best
07 announcement 3001
08 wait-time 10 secs hearing music
09 announcement 3001
10 wait-time 10 secs hearing music
11 announcement 3001
12 wait-time 10 secs hearing music
13 route-to number 54010 if unconditionally

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 Best Service Routing

For another method to take back the call based on the time the call has been in the system,
see “VDN type variable” in the Programming Call Vectoring Features in Avaya Aura ® Call
Center Elite document.
Example polling vector for the remote Communication Manager
The following example shows a call vector that polls skills on the remote server. This vector
does not differ from other typical BSR polling vectors.

change vector 31 Page 1 of 3

CALL VECTOR

Number: 31 Name: Remote BSR poll vector

Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? n BSR? y Holidays? y

01 consider skill 3 pri m adjust-by 0

02 consider skill 4 pri m adjust-by 0
03 reply-best

Example interflow local treatment vector for the remote Communication Manager
The following example shows a call vector that is used to interflow the call to the remote server
while local treatment is provided for the call.

Important:
When the BSR Local Treatment feature is enabled, specific ISDN messages must be
exchanged between the remote and local Communication Managers. If additional vector
steps are included either before or after the consider steps (if used) and queue-to best in
the interflow vector on the remote server, the following results occur:
• Either an ALERTING or PROGRESS message (with in-band information) is returned from
the remote server to the local server.
• In response to the message, trunk bandwidth is immediately allocated and the call is
removed from the local queue.
• Local treatment operations cease, trunk bearer resources are allocated for the call sooner
than required and cost savings associated with the local treatment feature are not
realized.

change vector 32 Page 1 of 3

CALL VECTOR

Number: 32 Name: Remote BSR interflow vector

Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? n BSR? y Holidays? y

01 consider skill 3 pri m adjust-by 0

02 consider skill 4 pri m adjust-by 0
03 queue-to best

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BSR-initiated path replacement for calls in vector processing

You can use QSIG or DCS with Reroute using ISDN SSE for path replacement for calls in
queue. For calls that are waiting in queue or in vector processing, even if the call is not
connected to an answering user, Communication Manager can attempt a path replacement to
find the optimum path for the call.
The queue-to best command is used in BSR to initiate a QSIG path replacement for a call.
The following scenario can take place:
If the terminating Communication Manager receives a Path Replacement Propose operation
for a call that is in queue or vector processing, Communication Manager immediately initiates
path replacement using the path replacement extension if the Path Replace While in Queue/
Vectoring field is set to y and the Path Replacement Extension field has a valid entry. The
fields are located on the ISDN Parameters page of the Feature-Related System Parameters
screen.
Example BSR vector written to trigger path-replacement
The following example shows how a BSR vector can be written to trigger path-replacement at
the terminating Communication Manager.

Note:
In order for a path-replacement to be attempted, the incoming and outgoing trunks that are
used for the call must be administered with the Supplementary Service Protocol field set
to b.
BSR-initiated path-replacement vector
1. wait 0
2. consider skill 1
3. consider skill 5
4. consider location 10 adjust-by 10
5. consider location 24 adjust-by 20
6. queue-to best

At the receiving server, the vector that is executed by the incoming call must be programmed
with an announcement, or wait hearing music vector command. The use of one of the
commands is what makes it possible for path-replacement to take place while the call is in
vector processing.

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BSR considerations
• If more than one of the considered resources have an available agent, the resources with
EWT are ignored. This means that there is an agent surplus.
• If the available agent strategy assigned to the active VDN is 1st-found, the adjust-by
parameter is ignored and the first consider with an available agent is used for the queue-
to best.
• If the available agent strategy is UCD-MIA, EAD-MIA, UCD-LOA, or EAD-LOA and there
is more than one consider step with an available agent, the adjust-by parameter is applied
as part of the algorithm to select the best of the possible choices.

Special BSR local treatment considerations

Trunk group status
Communication Manager displays the calls that queue remotely but receive local treatment as
active trunk members if you execute the status trunk-group command on the interflowed
trunk group. Even though the H.323 (IP) trunk member is active, no bandwidth is used because
no voice packets are transmitted for local treatment.
Path replacement
Both ends of the connection must be answered for path replacement to work. When you set
BSR local treatment to y, the local VDN answers, but the remote VDN where the call queues
does not answer. Therefore, path replacement does not occur when local treatment VDNs
queue a call remotely.

BSR interactions
Agent phone display
If Communication Manager forwards the collected digits with an interflowed call, the forwarded
digits are displayed on the phones display of the agent who answers the call.
Look-Ahead Interflow (LAI)
Restrictions and interactions that apply to LAI also apply to BSR status poll and interflow
calls.
BCMS
BCMS does not log LAI attempts and therefore does not log BSR status polls, which are treated
as LAI attempts.
Call Vectoring
The following considerations apply to all vectors when you set BSR to y.

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Call Vectoring considerations

route-to VDN If a call is routed to a new VDN, Communication Manager clears the
best resource data defined by a series of consider steps in the
previous VDN.
goto vector If a goto vector command is executed, Communication
Manager retains the best resource data defined by a series of
consider steps in the original VDN and uses the data in the
subsequent vector.
consider • Do not use other commands within a series of consider steps,
since the commands can delay the execution of the series.
• Skills used in consider commands must be vector controlled.

converse Communication Manager passes the collected digits that

Communication Manager forwards with the call to the VRU using
the digits data passing type.
best (keyword) You can use the best keyword in the following commands, but only
with the conditions listed:
• goto step or goto vector commands using the expected-
wait or wait-improved conditionals.
• check commands using the unconditional, expected-wait, or
wait-improved conditionals.
You cannot use the best keyword as a replacement for a split or a
skill in the following vector commands:
• converse-on split/skill
• messaging split/skill

Direct Department Calling (DDC)

BSR functions when the splits use DDC call distribution. Once Communication Manager
determines the best resource, the actual call distribution follows the DDC setting of the split
irrespective of the BSR available agent strategy. You cannot use DDC as a BSR available
agent strategy.
Distributed networking using QSIG Manufacturers Specific Information (MSI)
BSR does not function with systems from other vendors, unless the vendor develops a
corresponding capability that works with Communication Manager.
Expert Agent Selection (EAS)
EAS must use the EAD-MIA or EAD-LOA available agent strategy. You can use the EAS VDN
skills, that is, 1st, 2nd, or 3rd, in the consider skill commands.
Facility Restriction Levels (FRL)
The FRL applies to status poll and interflow calls in the same way FRL works with the route-
to number command.

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ISDN
BSR and globally supported information transport are fully functional over ISDN-PRI or ISDN-
BRI trunking facilities.

Note:
You can set up Asynchronous Transfer Mode (ATM) and IP trunking to emulate ISDN-PRI.
Location Preference Distribution
Use location preference distribution to select an available agent within the call center during
the consider and queue-to best step operations. You cannot use local preference
distribution across system sites. In this case, there is no multi-site network region.
Look Ahead Routing (LAR) - BSR incompatibility
LAR and BSR are incompatible. If a trunk is not available at the site being polled, an alternative
route using an Alternate Route Selection (ARS) pattern can be used to poll, provided there is
a secondary route available that supports transporting shared UUI in the DISCONNECT
message. This does not use LAR. If no route is available for polling when a consider
location step is executed, BSR processing handles the situation and after a period of 30
seconds, subsequent calls attempt to poll the location again.
The use of alternative routes for polling only works if there are alterative routes for the interflow
path, irrespective of whether LAR or BSR is in use.
Multi-skill queueing
A call can be queued up to three times by queue-to or check commands in the same vector.
One vector can therefore contain up to three series of consider steps. Each series must be
followed by a queue-to best step. Each consider series selects the best remote resource
from the options you specify and queues the call to the resource.
BSR can queue simultaneously only on the origin Communication Manager. BSR no longer
controls a call once BSR queues the call at a remote resource.
Network access
BSR interflow operates over public, private, or virtual private ISDN-BRI and ISDN-PRI
networks that meet the criteria explained in network requirements. BSR interflow can also
operate over SIP trunks. BSR requires the network support transport of user-to-user data using
MSI or UUI as a codeset 0 Information Element (IE), or as shared UUI over SIP trunks. The
numbers administered on the BSR Application Plan screen are expected to access VDNs using
ISDN, H.323, or SIP trunks, or using the Network Call Redirection (NCR) feature.
Administration or call processing does not prevent access to other types of trunks or to
destinations that are not VDNs.
Operating Support System Interface (OSSI)
The new administration commands, conditionals, keywords and screens are available using
OSSI.

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Path replacement for QSIG/DCS ISDN calls

For calls waiting in queue or in vector processing, even if the call is not connected to an
answering user, path replacement can be attempted to find an optimal path for the call. This
results in more efficient use of the trunk facilities.
The QSIG ISDN or DCS ISDN trunk path-replacement operation can be triggered for ACD calls
by the LAI route-to number vector step, BSR queue-to best vector step, and the adjunct
routing vector steps.
QSIG
LAI, BSR, and information forwarding function over QSIG trunk facilities if the remote locations
are Communication Manager.
Redirection on No Answer (RONA)
Calls redirected to a VDN by RONA can be subsequently processed by BSR or LAI
applications. When RONA redirects a call to a VDN, any best resource data defined in a
previous vector is cleared.
Service Level Maximizer (SLM)
The following interactions occur between BSR and SLM:
• The SLM algorithm applies only within a particular call center location, not across
locations in a multi-site configuration.
• Assignment of reserve agents applies only to skills within a local site.
• SLM always selects the agent for an SLM skill at the remote site. BSR uses SLM to
determine the best available agent and when to route the call to that skill.
• The best skill selected at a particular site or across sites when due to multiple consider
steps is based on an existing BSR operation. In other words, the shortest adjusted EWT
or skill as defined by the available agent strategy.
• The selection of the agent and delivery of the call in the best-chosen skill is based on
what is assigned to the skill.
• BSR does not override the skill distribution algorithms and pick a reserve agent, unless
the skill distribution algorithm selects that agent due to the current conditions at that
site.
Service Observing
You can observe a call in BSR or LAI processing as long as the call is still connected through
the local communication server. All current restrictions on Service Observing still apply.
Transfer
If a call is transferred to a VDN, any best resource data defined in previous vector processing
is cleared. Transferred calls do not forward any information such as previously collected digits
and In-VDN time, that is forwarded with interflows.
Trunk Access Code (TAC)
Do not use routing numbers, that is, status poll or interflow, that utilize TACs, since the required
in-band outpulsing slows the setup operation significantly.

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VDN Override
VDN Override applies to the BSR Application Number and the Available Agent Strategy
fields assigned on the VDN screen. VDN Override also applies to the VDN name forwarded
using Information Forwarding. When a consider step is executed, the application number
and available agent strategy assigned to the active VDN for the call is used.
VDN Return Destination (VRD)
Communication Manager clears the best resource data for a call when the call leaves vector
processing and is not available if the call returns to vector processing.

BSR polling over IP without the B-channel interactions

• If you do not use a B-channel trunk facility, CMS records will poll attempts, but not actual
trunk measurements.
• If you assign trunks, you can use the trunk group for H.323 IP voice calls, but you must
install an IP media processor.

Business Advocate
Avaya Business Advocate is a collection of features that provide flexibility in the way a call is
selected for an agent in a call surplus situation and in the way that an agent is selected for a
call in an agent surplus situation. Avaya Business Advocate continuously evaluates the
performance of the call center and makes adjustments accordingly. Avaya Business Advocate
prevents callers from waiting too long and ensures that the call center consistently meets the
service level goals.

Note:
Ensure that the EAS field is set to y on the System-Parameters Customer-Options screen
before using Avaya Business Advocate.
Avaya Business Advocate provides predictive and adaptive methods for call centers that
address three fundamental questions in terms of how the most expensive resource of the
center, the agents, are used every time a call is handled.
Agent action
Avaya Business Advocate decides what the agent must do after the agent becomes available
and calls are waiting in queue. With Avaya Business Advocate, this decision does not come
from executing a set of pre-programmed directives such as the highest priority or oldest-waiting
call. Such a fixed plan of attack checks nothing in terms of consequences. Instead, Avaya
Business Advocate understands the consequences of the choices and the business objectives
for each type of call.

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ACD features

Agent selection
Avaya Business Advocate decides which agent must take a call when there is more than one
agent waiting for the call. Avaya Business Advocate makes the choice so that workloads are
distributed fairly across the agents to eliminate hot seats. Avaya Business Advocate also
promotes fairer opportunities for compensation by delivering a predetermined mix of calls to
agents.
For more information, see the Avaya Business Advocate User Guide.

Call Prompting
Use Call Prompting for flexible call handling based on the information collected from a calling
party. The information is in the form of dialed digits that originate from an internal or external
touchtone telephone or from an internal rotary telephone that is on the same Communication
Manager as the vector. Call Prompting facilitates temporary transfer of call management
control to the caller.
When you enable Call Prompting and Call Vectoring, Communication Manager collects Caller
Entered Digits (CED) and Customer Database Provided Digits (CDPD) from the network.
Communication Manager receives Call Information Forwarding (CINFO) digits in the ISDN
message of an incoming call when the AT&T Network Intelligent Call Processing (ICP) service
is in use. Communication Manager then collects and forwards the digits to another
Communication Manager using interflow commands.

With Voice Response Integration (VRI), you can use the converse-on split command to
access a Voice Response Unit (VRU) script. The script returns the digits to Communication
Manager. You can also use the digits for call management.
You can use Call Prompting in various applications to handle calls with more flexibility. Call
Prompting uses specialized vector commands to process incoming calls based on information
collected from the caller or from an ISDN-PRI message.
The following list provides a brief description of some Call Prompting applications:
• Automated Attendant: Allows the caller to enter the extension of the party the caller wants
to reach, and routes the call to the desired extension.
• Data In/Voice Answer (DIVA) Capability: Allows the caller to hear an announcement based
on the digits the caller enters, or to be directed to a hunt group or another system
extension.
• Data Collection: Allows the caller to enter data that can be used by a host or adjunct to
assist in call handling. The data, for example, can be the caller’s account number.

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 Call Prompting

• CINFO Routing: Allows call routing based on the digits the network supplies in an ISDN-
PRI message.
• Message Collection: Allows the caller to leave a message or to wait in the queue for an
agent.

Call Prompting command set

The following table show the commands that are used for Call Prompting.

Command Action Command

category
Information Collect information from the calling party, from the collect digits
collection public network in an ISDN SETUP message, from
a Voice Response Unit (VRU), or from CallVisor
Adjunct Switch Application Interface (ASAI).
Treatment Play an announcement. announcement
Delay with audible feedback of silence, ringback, wait-time
system music, or an alternate audio/music
source.
Routing Leave a message. messaging
Route the call to a number that is programmed in split
the vector. route-to
Route the call to digits that are supplied by the number
calling party. route-to
digits
Branching/ Go to a vector step. goto step
Programming Go to another vector. goto vector
Stop vector processing. stop

Touch-tone collection requirements

Ensure that Communication Manager has a collection resource to accept the touch-tone digits
entered by a caller. The resource used for collecting and interpreting touch-tone digits is a unit
of hardware called a Touch-Tone Receiver (TTR). The TTRs are provided on the call classifier
and tone detector circuit packs, one of which is required for Call Prompting.
The number of TTRs that are required is configured according to the following sources:
• Customer input to the Avaya Account Team.
• Account team input to the configurator tool.

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ACD features

For existing systems that are adding a Call Prompting application, the appropriate number of
TTRs can be based on two the following factors:
• Account team input to the configurator tool.
• Application review by the Avaya Design Center.
The process of collecting CINFO digits does not require TTRs.
Outside callers must have a touch-tone telephone to enter the digits that are requested by the
collect digits command. For callers who are using rotary dialing, the Call Prompting time
out takes effect, the collect digits command times out, and vector processing continues
at the next step. As a precaution, always provide a default treatment such as a route-to
attendant command, or a queue-to split command, in the vector script unless the script
is created exclusively for users of touch-tone telephones.

Note:
You can administer any number of seconds from 4 to 10 for the Call Prompting Interdigit
Timeout field on the Feature-Related System Parameters screen.

Call Prompting digit entry-collect digits command

About the collect digits command

The collect digits command collects the touch-tone digits entered by a Call Prompting
user. The command allows the system to collect up to 24 digits from a touch-tone phone. The
first 16 digits are collected immediately, while the remaining digits are stored as dial-ahead
digits.
Call Prompting offers some flexibility when entering digits. The caller can:
• Delete the incorrect digit string
• Enter a variable-length digit string
• Enter the dial-ahead digits

Removing incorrect digit strings

About this task
You can include an announcement in the call treatment requesting the caller to enter digits. As
an option, the announcement can instruct the caller to enter an asterisk (*) if the caller enters
incorrect data.
When the caller enters an asterisk, the following happens:

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 Call Prompting

Procedure

1. Digits collected for the current collect digits command are deleted.

Note:
Any dial-ahead digits entered, which do not exceed the maximum digit count of
24, are deleted. (Dial-ahead digits are explained later.)
2. Digit collection is restarted.
3. The announcement is not replayed.

Result
Once the caller enters an asterisk, the caller can re-enter digits for processing.

Variable-length digit strings

When administering the collect digits command, specify the maximum number of digits
to be requested from the caller. In some cases, you can prompt the caller to enter fewer digits
than the maximum specified. In fact, the number of digits that the caller enters can vary for
several variations of one collect digits command. Each such grouping of digits is called
a variable-length digit string.
Call Prompting allows variable-length digit strings by providing an end-of-dialing indicator in
the form of the pound (#) sign which does the following:
• Tells the system that the caller has finished entering digits.
• Causes the next vector step to be processed immediately.
Whenever the caller is permitted to enter a variable-length digit string, the announcement
portion of the collect digits command specifies the largest possible number of digits that
can be entered. Accordingly, each collect digits command must be administered to
collect no more than the intended maximum number of digits. The caller can enter a pound
sign part of a variable digit string entry either:
• At the end of each variable digit string that is entered. In this case, the pound sign must
be included in the count of the number of maximum digits that can be entered.
• At the end of each such string that, not counting the pound sign, contains fewer characters
than the maximum number of allowable digits. In this case, the pound sign must not be
included in the count of the number of maximum digits that can be entered.
If the caller enters more digits than the maximum number specified, the additional digits are
saved as dial-ahead digits for subsequent collect digits commands. If the vector or
vectors chained to it do not contain another collect digits command, the extra digits are
discarded.
If the caller enters fewer digits than the maximum number specified and does not complete
the entry with the pound sign, a Call Prompting timeout occurs. The timeout terminates the

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command and any digits collected prior to the timeout are available for subsequent vector
processing. The Call Prompting timeout period is set to 10 seconds by default but can be
changed to a value between 4 and 10 seconds using the Prompting Timeout field on the
Feature-Related System Parameters screen. For more information, see “Collect digits
command” in the Programming Call Vectoring Features in Avaya Aura ® Call Center Elite
document.
An application involving the entering of variable-length digit strings allows the user to dial either
the number for the attendant or an extension to reach the desired destination. If the maximum
number of digits that can be entered is administered to be 3 and the user wishes to reach the
attendant, the user must dial 0#. However, if the user chooses to dial a 3-digit extension, the
user must dial, for example, 748 and not 748#. As the maximum number of digits that can be
dialed in this case is three, dialing 748# causes the pound (#) sign to be saved as a dial-ahead
digit. On the other hand, if the caller dials 748# and if the maximum number of digits that can
be entered is four, the pound (#) sign is not saved as a dial-ahead digit as the sign is the last
of four digits.

Dial-ahead digits
When digit collection for the current collect digits command is completed, vector
processing continues at the next vector step. However, the switch continues to collect any
digits that the caller subsequently dials until the TTR disconnects. For more information, see
collecting digits on the switch in the Programming Call Vectoring Features in Avaya Aura ® Call
Center Elite document. The dialed-ahead digits are saved for processing by subsequent collect
digits commands. Dial-ahead digits are explained fully in dial-ahead digits - collect digits
command.

Functions and examples

Call Prompting uses some of the functions found in basic call vectoring. It also provides some
additional functions that involve digit processing.

Treating digits as a destination

With Call Prompting, you can route calls according to the digits collected from the caller. Once
the digits are collected by the collect digits command, the route-to digits
command attempts to route the call to the destination that the digits represent. The command
always routes the call to the destination indicated by the digits processed by the most recent
collect digits command.

The digits can represent any of the following destinations:

• Internal (local) extension, for example split or hunt group, station, and announcement
• VDN extension

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• Attendant
• Remote access extension
• External number such as a Trunk Access Code (TAC) or an Automatic Alternate Route/
Automatic Route Selection (AAR/ARS) FAC followed by a public network number, for
example 7-digit Electronic Tandem Network (ETN), 10-digit DDD.
The following example shows how a call is routed by digits that are collected from a caller.
Using Call Prompting to route by collected digits
1. wait-time 0 seconds hearing ringback
2. collect 5 digits after announcement 300 [You have reached Redux Electric in
Glenrock. Please dial a 5-digit extension or wait for the attendant.]
3. route-to digits with coverage y
4. route-to number 0 with cov n if unconditionally
5. stop

In this vector, the caller is prompted to enter the destination extension of the party that the
caller wants to reach (step 2). The extension in this vector can contain up to 5 digits. The vector
collects the digits and routes to the destination by the route-to digits command in step
3.
If the route-to digits command fails because the caller fails to enter any digits, or because
the extension number entered is invalid, the route-to number command in step 4 routes
the call to the attendant, which is the default routing option. However, as long as the destination
is a valid extension, the route-to digits command succeeds, coverage applies, and
vector processing terminates. If the destination is busy, vector processing terminates because
coverage call processing takes effect.

Note:
Occasionally, all of the system’s TTRs can be in use. As a result, when you are collecting
digits from a caller, do not start your main vector with a collect digits command, since
the caller in this case receives no audible feedback if the caller has to wait for a TTR to
become available. Include some treatment, for example wait-time 0 seconds hearing
ringback, before the initial collect digits step.
In addition, if calls are to be transferred to this vector, add a wait-time step of sufficient length
before the collect step to allow the transferring party time to complete the transfer.

Using digits to collect branching information

Call Prompting allows you to direct a call to another step or vector based on the digits that are
entered by the caller. This branching is accomplished with a goto step. For example, in the
following vector example, digits are used to route calls to different vectors based on an
assigned customer number.
Using Call Prompting to branch by collected digits

1. wait-time 0 seconds hearing ringback

2. collect 5 digits after announcement 200 [
Please enter your customer number.
]

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3. goto vector 8 if digits = 10+

4. goto vector 9 if digits = 11+
5. goto vector 10 if digits = 12+
6. route-to number 0 with cov n if unconditionally
7. stop

The wildcard + indicates that the two digits can be followed by zero or any number of additional
digits. Callers with a number that begins with the digits 10 are routed to vector 8, callers with
a number that begins with the digits 11 are routed to vector 9, and callers with a number that
begins with the digits 12 are routed to vector 10.
Vector Routing Tables
You can test digits against entries in a Vector Routing Table. Vector Routing Tables contain
lists of numbers used to test a goto...if digits command. Digits that are collected with
the collect digits step can be tested to see if the digits are either in or not-in the specified
table. Entries in the tables can include either the “+” or “?” wildcard.
• The “+” represents a group of digits and can only be used as the first or last character of
the string.
• The “?” represents a single digit. Any number of “?” can be used at any position in the
digit string.
Tables are entered on the Vector Routing Table screen. For information on Vector Routing
Tables, see the Administering Avaya Aura ® Call Center Elite Features document.
Use the following Call Vector example to test against the numbers provided in the Vector
Routing Table.
Testing for digits in Vector Routing Table
1. wait-time 0 seconds hearing ringback
2. collect 7 digits after announcement 200 [“Please enter your account number.”]
3. goto vector 8 if digits in table 10
4. queue-to split 5 pri l
5. wait-time 10 seconds hearing ringback
6. announcement 2771
7. wait-time 10 seconds hearing music
8. goto step 6 if unconditionally

If the caller enters an account number listed in the Vector Routing Table, the call is routed to
vector 8. If the caller enters an account number that matches the wildcard entry, for example
1345987, the call is routed to vector 8.
If the caller enters an account number that is not listed in the Vector Routing Table, or if the
caller does not enter an account number, the call is queued to split 5.
Suppose that, instead of containing a list of premier accounts, the Vector Routing Table
contains a list of accounts with a poor payment record. The following example shows a vector
that only queues calls with account numbers that are not in the table. Calls in the table route
to the collection department.
Testing for digits not in Vector Routing Table
1. wait-time 0 seconds hearing ringback
2. collect 7 digits after announcement 200 [“Please enter your account number.”]
3. goto step 11 if digits = none
4. goto step 6 if digits not-in table 10
5. route-to number 83456 with cov y if unconditionally [collections]

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6. queue-to split 5 pri l

7. wait-time 10 seconds hearing ringback
8. announcement 2771
9. wait-time 10 seconds hearing music
10. goto step 8 if unconditionally
11. route-to number 0 with cov n if unconditionally
12. stop

If no digits are collected, the call is routed to the operator.

Note:
Entries in Vector Routing Tables can be tested against the telephone number of the caller
Automatic Number Identification (ANI). For more information, see “ANI /II-digits routing and
Caller Information Forwarding (CINFO)” in the Programming Call Vectoring Features in
Avaya Aura ® Call Center Elite document.

Using digits to select options

Call Prompting makes it possible to provide a menu of options that callers can use to satisfy
their information needs. Callers select the desired option by entering the appropriate requested
digit. Once the digit is entered, a conditional branch to the appropriate treatment is made. The
treatment is usually provided by the route-to number command.

The following example shows how digits are used to select options.
Using Call Prompting to select options
1. wait-time 0 seconds hearing ringback
2. collect 1 digits after announcement 3531 [Thank you for calling Bug Out
Exterminators. If you wish to learn about the services we provide, please dial 1.
If you would like to set up an appointment for one of our representatives to visit
your home or place of business, please dial 2.]
3. route-to number 4101 with cov y if digit = 1
4. route-to number 4102 with cov y if digit = 2
5. route-to number 0 with cov n if unconditionally
6. disconnect after announcement none

In step 2 of this vector, the caller is asked to enter either 1 or 2, depending on the service used
by the caller. If one of the digits is entered, an appropriate step (3 through 4) routes the call to
the relevant extension, that is, either 4101 or 4102. If one of the digits is not entered, the call
is routed to the attendant (step 5).

Displaying digits on an agent phone

If the agent has a two-line display phone and the display is in normal or inspect mode, the
collected digits are automatically displayed on the second line. As a default, the digits remain
on the line until the digits are overwritten, even after an agent releases the call. Administrators
can decide when to clear the caller information on the agent phone display. For other types of
phones, the agent must press the callr-info button to view the collected digits.
You can administer callr-info to reduce the agent time on the searching information that is
related to the caller. For example, you can administer callr-info to collect information such as

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a customer account number, thereby eliminating the need for the agent to ask for the
information.
Callr-info displays the caller information in the following format:
x = Info: 1234567890
where:
• x is a call appearance letter, for example a, b, and c.
• 1234567890 represents the digits that are collected from the caller.
The digits entered by the caller are collected by the most recent collect digits command.
Any digits dialed ahead and not explicitly requested by the most recently executed collect
digits command are not displayed.

If the agent presses callr-info when the call rings at the agent phone or when the station is
active on a call appearance, the following events occur:
• The 10-second timer for display interval is set.
• The status lamp associated with the button is lit.
• The display is updated. Specifically, the incoming call identification, calling party ICI, is
replaced with the collected digits in the format described earlier in this section. Only the
digits collected for the last collect digits command are displayed.
If all the conditions to use the button, except for the collection of digits, are set and the agent
presses the button, the status lamp associated with the button flashes denial.
More than one event can occur during a successful execution after the agent presses the
button. The events include the following:
• The 10-second timer times out.
• The incoming call arrives at any call appearance.
• An active call changes status, for example another caller is added to the conference.
If any of the events occur, the following takes place:
• The status lamp associated with the button is turned off.
• The display is updated as previously described.

Note:
The agent can press callr-info again to view the digits again, provided the agent is active
on the call or the call is still ringing. The agent can also flip between the collected digits and
the ICI by alternately pressing callr-info and normal.

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Clearing caller information from the station display

Administrators can decide when an agent’s station display is cleared of caller information.
Options include:
• Clearing the existing call information when the next call is received
• Clearing the existing call information when the call is released - whether the agent enters
After Call Work (ACW) or not
• Clearing the existing call information when the agent leaves ACW mode or if the agent
does not enter ACW, when the call is released

Passing digits to an adjunct

Call Prompting allows for the passing of information in the form of collected digits to an adjunct
for further processing. Digits are passed to the adjunct by the ASAI Adjunct Routing
capability.
An adjunct is any processor that is connected to a switch by the ASAI link. The adjunct makes
a routing decision using the adjunct routing link command according to caller
information and/or agent availability, and it returns the routing response to the switch. For
example, the adjunct can indicate that the call be routed to a specific ACD agent. This is known
as Direct Agent Calling (DAC).
A maximum of 16 Call Prompting digits from the last collect digits command can be
passed to the adjunct by the adjunct routing link command.

The following example, shows how Call Prompting digits are passed to an adjunct.
Using Call Prompting to pass digits to an adjunct
1. wait-time 0 seconds hearing ringback
2. collect 10 digits after announcement 300 [Please enter your 10-digit account
number]
3. adjunct routing link 15
4. wait-time 10 seconds hearing music
5. route-to number 52000 with cov y if unconditionally
6. stop

In step 2 of this vector, the caller is asked to enter a 10-digit account number. Once the account
number is entered, the adjunct receives this information from the adjunct routing link
command in step 3. This command then makes the appropriate routing decision if it is able to
do so. If the command succeeds within the specified wait time, the command routes the call
to the appropriate destination, and the call leaves vector processing. If the command fails,
vector processing proceeds to the next step.
In addition to the adjunct routing capability, collected digits also can be passed by way of ASAI
to an adjunct by prompting for the digits in one vector and then routing the call to a VDN that
is monitored by an Event Notification (VDN) association. The collected digits (up to 16) are
sent to the adjunct in a Call Offered to Domain Event Report. For detailed information, see
Communication Manager CallVisor ASAI Technical Reference.

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Note:
Adjunct Routing is fully discussed in Adjunct (ASAI) Routing.

Creating service observing vectors

Service observing vectors can be constructed to allow users to observe calls from a remote
location or local station. When combined with Call Prompting, Service Observing vectors can
route calls to a:
• Remote access service observing vector
• User-entered Feature Access Code (FAC) and extension
• Pre-programmed FAC and extension
Remote access Service Observing vector example
The following vector example connects a user to Remote Access. Once connected, the user
can dial either a listen-only or listen/talk Service Observing FAC followed by the extension
number to be observed. Although it is not required, Call Prompting increases security by
providing passcode protection with remote service observing.
Remote access Service Observing vector

1. wait-time 0 secs hearing ringback

2. collect 5 digits after announcement 2300 [
Please enter your 5-digit security
code.
]
3. goto step 5 if digits = 12345 (security code)
4. disconnect after announcement 2000
5. route-to number 5000 with cov n if unconditionally
6. stop

User-entered FAC and extension example

The following vector example connects a user directly to the Service Observing FAC and
extension based on the digits that are collected by Call Prompting.
Service Observing vector with user-entered FAC and extension

1. wait-time 0 secs hearing ringback

2. collect 5 digits after announcement 2300 [
Please enter your 5-digit security
code.
]
3. goto step 5 if digits = 12345 [security code]
4. disconnect after announcement 2000
5. wait-time 0 seconds hearing ringback
6. collect 6 digits after announcement 3245 [
Please enter the number 11 for
listen-only observing or the number 12 for listen/talk observing followed
by
the number of the extension you would like to observe.
]

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7. route-to digits with coverage n

8. stop

Pre-programmed FAC and extension example

The following example shows a vector that connects a user to a pre-programmed FAC and
extension using Call Prompting to allow the observer to select the extension that the observer
wants to observe. In this example, the observer is Service Observing a VDN.
Service Observing vector with programmed FAC and extension
1. wait-time 0 secs hearing ringback
2. collect 5 digits after announcement 2300 [Please enter your 5-digit security
code.]
3. goto step 5 if digits = 12345 [security code]
4. disconnect after announcement 2000
5. wait-time 0 seconds hearing ringback
6. collect 1 digits after announcement 2310 [Enter 1 to observe sales, 2 to observe
billing.]
7. route-to number 113001 with cov n if digit = 1 [11 = listen-only observe, 3001 =
Sales VDN]
8. route-to number 113002 with cov n if digit = 2 [11 = listen-only observe, 3002 =
Billing VDN]
9. goto step 6 if unconditionally

Dial-ahead digits-collect digits command

About dial-ahead digits

Dial-ahead digits provide the caller with a means of bypassing unwanted announcement
prompts on the way to acquiring the desired information or service. The digits are available for
use only by subsequent collect digits commands. The digits are not used by other vector
commands that operate on digits, for example, route-to digits, and goto...if
digits, until the digits are collected. The digits are not forwarded with interflowed calls. In
addition, the digits are not displayed as part of the callr-info button operation until the digits
are collected by a collect digits command.

Collection of dial-ahead digits continues until one of the following occurs:

• Vector processing stops or is terminated.
• The sum of the digits collected for the current collect digits command plus the dial-
ahead digits exceeds the switch storage limit of 24. Any additional digits are discarded
until additional storage is made available by a subsequent collect digits
command.

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Note:
Any asterisk (*) and pound sign (#) digits that are dialed ahead count toward the 24
digit limit, as do any dial-ahead digits that are entered after the asterisk or pound sign
digit.
• The TTR required by the user to collect digits is disconnected. This happens whenever
one of the following conditions is true:
- A successful or unsuccessful route-to number step is encountered during vector
processing, except where the number routed to is a VDN extension.
- A successful or unsuccessful route-to digits step is encountered during vector
processing, except where the number routed to is a VDN extension.
- A successful or unsuccessful adjunct routing link step is encountered during
vector processing.
- A successful or unsuccessful converse-on step is encountered during vector
processing.
- A Call Prompting time-out occurs, during which time the caller has not dialed any
additional digits, asterisks (*) or pound signs (#).
- Vector processing stops or is terminated.
- A successful or unsuccessful collect ced/cdpd step is encountered.

Note:
When the TTR is disconnected due to a route-to number, route-to digits,
converse-on, adjunct routing link , or collect ced/cdpd step, all dial-ahead
digits are discarded. This means that following a failed route-to, converse, or adjunct
routing link step, a subsequent collect digits step always requires the user to
enter digits.

Dial-ahead digit vector examples

The vectors in the following examples illustrate a situation where a caller can enter dial-ahead
digits. In this case, the caller must have a touch-tone telephone. Program an alternative
handling sequence in case the caller has a rotary telephone or the caller does not dial a touch-
tone digit before the time out period.
Step 2 of vector 30 offers the caller two options, each of which provides different information.
The caller is prompted to enter either 1 or 2, depending on the information the caller wants to
hear. Once the caller enters a digit, the digit is collected by the collect digits command.
Thereafter, an attempt is made by the route-to number command to route the call to the
appropriate vector (step 3 or 4). If the caller enters a digit other than 1 or 2, the appropriate
announcement is provided (step 5), and the digit entry cycle is repeated (step 6).
If the caller enters 1, vector 31 is accessed.

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Using dial-ahead digits to bypass announcements, example 1

VDN (extension=1030 name=‘‘Coastal’’ vector=30)
Vector 30:
1. wait-time 0 seconds hearing ringback
2. collect 1 digits after announcement 3000 [Thank you for calling Coastal League
Baseball Hotline. You must have a touch-tone telephone to use this service. If you
wish to hear the scores of yesterday’s games, please press 1. If you wish to hear
today’s schedule of games, please press 2.]
3. route-to number 1031 with cov y if digit = 1
4. route to number 1032 with cov y if digit = 2
5. announcement 301 [Entry not understood. Please try again.]
6. goto step 2 if unconditionally

In step 1 of vector 31, the caller is offered three options that supplement the original option
provided in vector 30. The caller is prompted to enter either 3, 4, or 5, depending on what
information the caller wants to hear. If the caller enters an incorrect digit, the customary digit
correction routine is implemented (steps 5 and 6). Once an appropriate digit is entered, the
call is routed, in this example by a goto step command (step 2, 3, or 4), to the appropriate
announcement (step 7 or step 9).
In step 10 of vector 31, the caller is prompted with the choice of returning to the main menu
provided in vector 30 or of terminating the call. If the caller selects the former option (by entering
9), the call is routed to vector 30 and the entire process is repeated.
Using dial-ahead digits to bypass announcements, example 2
VDN (extension=1031 name=‘‘Scores’’ vector=31)
Vector 31:
1. collect 1 digits after announcement 4000 [If you wish to hear scores of games
in both divisions, please press 3. If you wish to hear scores for Northern Division
games only, please press 4. If you wish to hear scores for Southern Division games
only, please press 5.]
2. goto step 7 if digits = 3
3. goto step 7 if digits = 4
4. goto step 9 if digits = 5
5. announcement 301 [Entry not understood. Please try again.]
6. goto step 1 if unconditionally
7. announcement 4002 [Northern Division scores]
8. goto step 10 if digits = 4
9. announcement 4003 [Southern Division scores]
10. collect 1 digits after announcement 4004 [If you wish to return to the main
menu, please press 9. Otherwise, press 0.]
11. route-to number 1030 with cov n if digit = 9
12. goto step 15 if digit = 0
13. announcement 301 [Entry not understood. Please try again.]
14. goto step 10 if unconditionally
15. disconnect after announcement none

Vector 32 is similar in design to vector 31. The major difference is the information provided and
the requested digit entries.
In this example, the caller has to go through two sets of options to get the desired information.
Each option set is introduced by an announcement. However, because of the dial-ahead digit
capability, the caller can bypass the announcements if the caller wishes to. The caller can enter
1 and 5 within a matter of seconds to hear yesterday’s Southern Division scores.
The caller can enter digits while the call is being queued for an announcement or while the
announcement is playing. If digits are entered during an announcement, the announcement is

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disconnected. If digits are entered while a call is queued for an announcement, the call is
removed from the announcement queue.
Dial-ahead digits, example 2
VDN (extension=1032 name=Schedule vector=32)
Vector 32
1. collect 1 digits after announcement 5000 [If you wish to hear today’s schedule
of games in both divisions, press 6.
To hear today’s schedule of games in the Northern Division only, press 7. To
hear today’s schedule of games in the
Southern Division only, press 8.]
2. goto step 7 if digits = 6
3. goto step 7 if digits = 7
4. goto step 9 if digits = 8
5. announcement 301 [Entry not understood. Please try again.]
6. goto step 1 if unconditionally
7. announcement 5002 [Northern Division schedule]
8. goto step 10 if digits = 7
9. announcement 5003 [Southern Division schedule]
10. collect 1 digits after announcement 4004 [To return to the main menu, press 9.
Otherwise, press 0.]
11. route-to number 1030 with cov n if digit = 9
12. goto step 15 if digits = 0
13. announcement 301 [Entry not understood. Please try again.]
14.goto step 10 if unconditionally
15.disconnect after announcement none

ASAI-requested digit collection

With ASAI-requested Digit Collection, an adjunct can request that a DTMF tone detector be
connected for the purpose of detecting user-entered digits. The collected digits are passed to
ASAI monitoring or controlling adjuncts for action. Communication Manager handles the digits
as if the digits were dial-ahead digits. The caller can request for Sequence Dialing after the
call has been routed to the final destination and has resulted in an unanswered call, that is
busy, no answer.
The digits are not necessarily collected while the call is in vector processing. The digits can be
sent to an ASAI adjunct, used by Call Prompting features, or both.
You must enable ASAI Adjunct Routing and Call Prompting for the feature to work.

ASAI-provided dial-ahead digits - collect digits command

The ASAI-provided digits feature allows an adjunct to include digits in a Route Select capability.
The digits are treated as dial-ahead digits for the call. Dial-ahead digits are stored in a dial-
ahead digit buffer and can be collected one at a time or in groups using the collect digits
command. Although the adjunct can send more than 24 digits in a Route Select, only the first
24 digits (or 24-x, wherex is the number of digits collected by vector processing prior to
executing the adjunct routing link vector command) are retained as dial-ahead digits.

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An application can use this capability to specify the digits that Communication Manager must
pass to the VRU as part of the converse-on vector step.

Note:
The maximum number of dial-ahead digits that can be stored in the buffer is dependent on
the number of digits that were already collected for the call by a previous collect digits
vector command. If x digits were collected by vector processing prior to executing an
adjunct routing link vector command, the x digits collected reduces the maximum
number of digits that can be stored as dial-ahead digits as a result of a Route Select. The
rest are discarded.

Call Prompting considerations

Consider the following points when working with Call Prompting:
• To enter the digits requested using a collect digits command, outside callers must
have a touch-tone telephone. For such callers using rotary dialing, a 10 second inter-digit
time out takes effect, and the collect digits command is omitted. As a precaution,
a default treatment, for example, route-to attendant command, queue-to split
command, must always be provided in the vector script unless the script is created
exclusively for users of touch-tone telephones.
• If a caller does not enter the full number of digits specified in a collect digits step,
an administered time out occurs. Thereafter, vector processing continues with
subsequent vector steps and an attempt is made to process the call using the digits that
have been collected. If the digits entered do not represent a valid destination, and if
Automated Attendant is being implemented using a route-to digits command, the
route-to digits command fails, and vector processing continues at the next step,
which must be a default treatment.
• In case a route-to attendant command fails, provide a disconnect
announcement.
• From time to time, all the touch-tone receivers can be in use. As a result, do not start the
main vector with a collect digits command, since the caller on a DID or tie trunk in
this case receives no audible feedback if the caller has to wait for a receiver to become
available. Accordingly, include some treatment, for example, a wait-time 0 seconds
hearing ringback step, before the initial collect digits step. The wait-time
step is not necessary if the collect step is collecting ced or cdpd digits.

Call Prompting interactions

The following interactions apply specifically to Call Prompting. For general Call Vectoring
interactions that affect Call Prompting applications, see “Call Vectoring”.

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Authorization Codes
If authorization codes are enabled, and a route-to command in a prompting vector accesses
AAR or ARS, if the VDN’s FRL does not have the permission to use the chosen routing
preference, then the system does not prompt for an authorization code and the route-to
command fails.
CallVisor ASAI
ASAI-provided digits can be collected by the Call Vectoring feature using the collect vector
command as dial-ahead digits. CINFO is passed to CallVisor ASAI.
Hold
With the exception of CINFO, if a call is put on hold during the processing of a collect
command, the command restarts, beginning with the announcement prompt, when the call is
taken off hold. All dialed-ahead digits are lost. Similarly, if a call to a vector is put on hold, vector
processing is suspended when a collect command is encountered. When the call becomes
active, the collect command resumes.
Inbound Call Management (ICM)
You can use Call Prompting to collect information that can be used by an adjunct to handle a
call.
Transfer
If a call to a VDN is transferred during a collect command, the collect command restarts
when the transfer is complete, and all dialed-ahead digits are lost. Similarly, if a call to a vector
is transferred, vector processing is suspended when a collect command is encountered.
When the transfer is complete, the collect command resumes. This is not true when a
collect command collects CINFO digits. In this case vector processing is not suspended.
Attendant extended calls do suspend vector processing in the same way as transferred
calls.

Expert Agent Selection

You can use Expert Agent Selection (EAS) to match caller needs and agent skills. Matching
the call to relevant agents reduces call transfer and call-holding time and increases customer
satisfaction.
• EAS associates the phone with an agent only when the agent is logged in. While the agent
is logged in, calls to the agent login ID are directed to the agent.
• With Direct Agent Calling (DAC), calls to a particular agent are treated as ACD calls.
You can use EAS only if you enable ACD and Call Vectoring. All of the existing ACD features
and Call Vectoring capabilities can be used within EAS applications.
As with Call Vectoring calls, EAS calls are directed to VDNs, which in turn point to vectors.
However, unlike Basic Call Vectoring, skills can be assigned in EAS to VDNs, or can be
associated with vector steps to represent caller needs. As for Call Vectoring calls, EAS calls

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are queued to ACD hunt groups. However, with EAS enabled, ACD hunt groups are called
“skill hunt groups”, not splits.
Skill hunt groups deliver calls to EAS agents. Agent skills are administered on the Agent Login
ID screen.

Note:
These are the same login IDs that are used by CMS and BCMS.
Logical Agent implies that telephones are no longer preassigned to hunt groups. When the
agent logs, the telephone becomes associated with all of the skill hunt groups that are assigned
to that agent login ID.
With EAS enabled, ACD calls can also be directed to a particular agent, and not to the skill
hunt group. The direct agent call is treated as an ACD call, but waits in queue for a specific
agent to become available. Direct agent calls have a higher priority than skill hunt group
calls.

EAS terminology

Term Description
Agent skill The type of call that a particular agent can handle. With EAS, you can
assign up to four skills to each agent, with a primary (level 1) or secondary
(level 2) skill level. With the following releases of Communication Manager
for EAS-PHD:
• Prior to 2.0, an agent can be assigned as many as 20 skills
• With releases higher than 2.0, an agent can be assigned up to 60 skills

Caller needs The reasons why customers call your call center. Caller needs are
determined by the VDN number that the caller dialed, by Call Prompting,
or by Automatic Number Identification (ANI) database lookup.
You define caller requirements in the vector in order to route calls to an
ACD agent with particular skills to match the needs of the caller. The caller
needs, which translate to skills, become active for an ACD call whenever
a queue to the main skill or check backup skill vector command is executed
and the threshold condition is met.
Skill A specific caller or business need of your call center. You define your skills
based on the needs of your customers and your call center. You specify
skills by skill numbers, which are assigned to agents and are referenced
in vectors to match caller needs with an agent who is skilled to handle those
needs.
When configuring your call center for skills, a particular skill number always
has the same meaning, whether it is an agent skill, VDN skill, or skill hunt
group.

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Term Description
Skill hunt Calls are routed to specific skill hunt groups that are usually based on caller
group needs. Agents are not assigned to a skill group. Agents are assigned
specific skills that become active when the agents log in.
Skill level For each agent skill, a skill level can be assigned. With EAS-PHD, skill
levels can range from 1 to 16, with 1 being the highest skill level (also
known as the highest-priority skill). Without EAS-PHD, skill levels can be
defined as primary (level 1) or secondary (level 2), with the primary being
the highest-priority skill. When calls are queued for more than one of the
agent’s skills and the agent’s call-handling preference is by skill level, the
agent receives the oldest call waiting for the agent’s highest level skill. If
an agent’s call-handling preference is by greatest need, then the agent
receives the highest-priority, oldest call waiting for any of that agent’s skills,
regardless of skill level.
Top agent An agent in a given skill who has the skill assigned as top skill.
Top skill For EAS-PHD, an agent’s first-administered, highest-priority skill. For EAS,
an agent’s first-administered primary skill (or first-administered secondary
skill if the agent has no primary skill assigned). With call-handling
preference by skill level, this is the skill for which the agent is most likely
to receive a call.
VDN skill Up to three skills can be assigned to a VDN. Calls use VDN skills for routing
preference based on the preferences that you specify in the vector. VDN skill
preferences are referred to in the vector as 1st, 2nd, and 3rd.

EAS benefits
Because you can match caller needs to an agent who has the appropriate skills to handle the
call, your call center can achieve the following:
• Maximum profitability.
• Greater customer satisfaction because the caller reaches, on the first call, an agent with
the necessary skills to handle the call.
• Greater responsiveness to customer needs because you can base call distribution on
either skill level or greatest need.
• Improved agent performance and satisfaction because agents have the required skills.
• Improved agent performance because supervisors have the option to have agents handle
calls based on either skill level or greatest need. For agents, it offers an opportunity to
learn new skills.
• Ability to track the number of calls that are handled by particular skills from the VDN
perspective. You can see whether vectors are performing as expected.

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Skill-based call distribution

With EAS, call distribution is based on agent skills. Caller needs are determined by the VDN
called or by voice prompting. An agent, who has a minimum of one skill that a caller requires,
is selected to handle the call. Assign skills and skill levels to agents to determine which types
of calls go to which agents and to determine the order in which agents serve waiting calls.

Interruptible Aux
Use Interruptible Aux to make EAS agents in the Auxiliary Work mode available, but only if the
agents have an interruptible reason code. With Interruptible Aux, you can meet service levels
when call volume spikes.

Greatest need call distribution

With EAS, you can set call distribution based on greatest need instead of skill level. You can
distribute the highest-priority, oldest call waiting to an agent with an appropriate skill, even if
that skill is not the agent’s highest-priority skill.

Percent allocation call distribution

With percent allocation, you can assign a percentage of an agent time to each of the assigned
skills to comprise a total of 100 percent of the agent staffed time. Percent allocation then selects
the call that is the best match for an agent’s administered skill percentages.
Percent allocation is available with Avaya Business Advocate. For more information, see the
Avaya Business Advocate User Guide.

Percentage allocation routing for EAS

With Percentage Allocation Routing, you can use VDNs to distribute calls to local or remote
destinations. You can administer the distribution of work by routing incoming calls based on
the percentage that you specify for each destination.

ACD queueing and vector commands

ACD queueing and the vector commands, such as queue to skill and check skill,
are used to route a call to an agent with the appropriate skill to handle the call.

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Route calls by skill level

Under agent surplus conditions, you can use the feature to request selection of an agent with
a particular skill level. Using vector processing, you can apply skill level as well as skill (and
other factors) in agent selection. The check skill vector command is used to route calls to
an agent with a particular skill. For more information on check skill vector command, see the
Programming Call Vectoring Features in Avaya Aura ® Call Center Elite document. For more
information on how to route calls by skill level, see the Administering Avaya Aura ® Call Center
Elite Features document.

EAS-PHD - 120 skills/16 skill levels

With EAS-PHD, you can assign up to 120 skills to an agent ID. For each skill, assign one of
the 16 skill levels, with 1 being the highest skill level and 16 being the lowest skill level.
If calls are waiting for some of the agent skills and the agent call-handling preference is skill
level, the agent receives the call that requires the highest-priority skill. For an agent, the first-
administered, highest-priority skill is known as the top skill of the agent. The top skill represents
the skill for which the agent is most likely to receive a call.
If an agent call-handling preference is greatest need, the top skill is not useful, because
the agent receives the highest-priority, oldest call waiting that requires any of the agent skills,
regardless of skill level.

Direct Agent Calling

Calls to an agent login ID are treated as direct agent calls if the caller and the agent have the
DAC Class of Restriction (COR). Direct agent calls can be originated by stations or trunks. If
the caller or agent does not have the COR, the call is treated as a normal non ACD call.
DACs are treated as ACD calls and receive a zip tone answer, queue as other ACD calls do,
allow the agent to enter after call work following the call, and are measured by BCMS and
CMS.
Any of the agent skills can be the direct agent skill. If you set greatest need as the Call
Handling Preference, the agent always receives direct agent calls before skill calls. This is
because DACs have a higher priority than skill calls. However, if you set skill level as the
Call Handling Preference, the agent receives DACs first only if the direct agent skill has the
highest skill level of an agent. Otherwise calls from a skill with a higher level are distributed
before DACs. If the direct agent skill and another skill are the same skill level, the agent
receives direct agent calls before the other skill calls because DACs have a higher priority.
A route-to vector command with an EAS login ID as the destination is treated as a DAC
if the VDN and agent have the COR and the Direct Agent field is set to y.

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Note:
DAC requires CallVisor Adjunct-Switch Application Interface (ASAI) or EAS. You must
administer the originating and called party Class of Restrictions (CORs) to allow Direct Agent
Dialing.
With DAC, callers can:
• Contact a specific agent instead of a skill hunt group
• Choose to wait in queue for an agent if the agent is busy
• Use the agent loginID for callback and transfer
• Hear a system-wide DAC delay announcement while holding
• Follow the coverage path of an agent, if the agent does not answer the call immediately

How does DAC work

• Callers can dial the agent login ID as part of a DID or from auto attendant as an extension
number.
• Direct agent calls have a special ringing sound regardless of the agent work state. The
current work mode button on the agent phone flashes.
• If the agent is on a call, the agent can use multiple call handling to decide whether to put
the call on hold in order to take the direct agent call.
• If the agent is available, the call is delivered according to the answering and alerting
options.
• If the agent is not available or if multiple call handling is not used, call coverage or RONA
routes the call to backup.
• While on direct agent calls, agents are unavailable for subsequent ACD calls. If the agent
logs off by unplugging the headset, the agent can still answer a direct agent call in the
queue by logging back in to become available. Agents who have direct agent calls waiting
are not allowed to log off using a FAC. If the agent is in the manual-in mode or pushes
the acw button while on a direct agent call, the agent enters the ACW mode.
Generally, direct agent calls are queued and served in first-in, first-out order before other calls,
including priority calls. However, if you administer a skill level for Call Handling Preference,
you must assign the highest priority to direct agent calls. Otherwise, calls with a higher skill
level are distributed before direct agent calls.
You can use Multiple Call Handling (MCH) to allow agents to answer a direct agent call with
another ACD call active.
Direct agent calls follow the receiving agent coverage and call forwarding paths, if the features
are administered. Once a call goes to coverage or is forwarded, the call is no longer treated
as a direct agent call and CMS is informed that the call has been forwarded.

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DAC considerations
Maximum number of agents
If an agent is assigned to more than one split or skill, each assignment applies to the maximum
number of agents. When computing the number of agents measured by BCMS, count one
agent as one agent regardless of the number of logged-in splits or skills. For CMS sizing, count
one agent for each agent in each split or skill measured by CMS, for example, count one agent
logged in to three splits or skills as three agents.
Using the Number of Agents System Capacity screen, you can view the Used, Available, and
System Limit counts.
MIA across splits or skills
You use the MIA Across Splits/Skills feature to equally distribute calls to agents with multiple
splits or skills. When agents handle a call for one split or skill, the agent moves to the bottom
of the idle agent list. With MIA Across Splits/Skills, agents cannot receive calls from all of the
splits or skills. If, for example, split 20 has a very short average agent idle time and split 22 has
a very long average agent idle time, agents with both of the skills cannot be the most-idle for
skill 22 because the agents are continuously taking calls for split 20.
Announcements
Announcements can be analog, aux trunk, DS1, or integrated. Integrated announcements use
the TN750, TN2501AP, or co-resident announcement board and queuing is based on whether
one of the playback channels is available. When a channel becomes available, any
announcement on the board can be accessed, including the announcement already being
played. A caller can be in queue for an announcement because a channel is not available,
even though that announcement is not being used.
Queues for analog and aux trunk announcements are on a per-announcement basis. You can
also install multiple Integrated Announcement boards to use more announcements.
If you use a delay announcement, answer supervision is sent to the CO when the caller is
connected to the announcement. Call charge, if applicable, begins when answer supervision
is returned.
Storage and retrieval of messages
Leave Word Calling messages can be stored for an ACD split or skill and retrieved by a split
or skill member, a covering user of the split or skill, or a system-wide message retriever. The
message retriever must have a phone display and authorization. You can also assign a remote
Automatic Message Waiting lamp to an agent phone to indicate when a message has been
stored for the split or skill.
Class of Restriction
You must assign a Class of Restriction (COR) to each ACD split or skill and individual agent.
You can use Miscellaneous Restrictions to prohibit selected users from accessing certain splits
or skills. You can use Miscellaneous Restrictions or restrictions assigned through the COR to
prevent agents from being accessed individually. Unless you administer such restrictions, each
agent can be accessed individually as well as through the split or skill.

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An agent with origination and termination restriction can receive ACD calls and use the assist
function. A phone in a COR with termination restriction can receive ACD calls.
If you are using Service Observing, administer a COR for observers and agents being
observed.
Trunk groups and ACD splits
• If you assign an ACD split extension as the incoming destination of a trunk group and the
split extension is later changed, you must also change the incoming destination of the
trunk group to a valid extension.
• Calls incoming on a non-DID trunk group can route to an ACD split instead of to an
attendant. Calls incoming on any non-DID trunk group can have only one primary
destination; therefore, the trunk group must be dedicated to the ACD split or a VDN.
• For MEGACOM 800 Service with DNIS over a wink/wink-tie trunk, if all agents are logged
out or in the Aux work mode, incoming MEGACOM calls receive a busy signal if no
coverage path is provided (unlike other automatic-in trunk groups, which receive ringback
from the central office).
• CO communication servers usually drop calls that remain unanswered after two to three
minutes. Therefore, if an incoming CO call queues to a split without hearing an
announcement or music, and the caller hears CO ringback for two to three minutes, the
CO drops the call.
Agent considerations
• Do not use agents for hunt group calls and ACD split or skill calls simultaneously.
Otherwise, all calls from one split or skill are answered first. For example, if ACD calls are
answered first, none of the hunt-group calls are answered until all of the ACD calls are
answered.
• Agents with multi-appearance phones can receive only one ACD call at a time unless
MCH is active. Without MCH, a phone is available for an ACD call only if all call
appearances are idle. The agent can, however, receive non ACD calls while active on an
ACD call.
Vector-controlled splits or skills
• You can enhance ACD by using Call Prompting, Call Vectoring and EAS. Vector-
controlled splits or skills must not be called directly using the split or skill extension
(instead of using a VDN mapped to a vector that terminates the call to a vector controlled
split or skill). However, if split or skill extensions are called, the calls do not receive any
announcements, are not forwarded or redirected to coverage, and do no intraflow or
interflow to another hunt group.
• The oldest-call-waiting termination, which is available with Call Vectoring, is supported
for agents who are servicing ACD calls only.
Changing hunt groups from ACD to non ACD
Before you change a hunt group from ACD to non ACD, all agents in that hunt group must be
logged out. When you change a hunt group from ACD to non ACD, the system places all agents
in that hunt group in busy state. If any phones in the hunt group have an Auxiliary Work button,

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the button lamp lights. To become available for calls, the agent presses the aux-work button
or dials the Hunt Group Busy Deactivation FAC followed by the hunt group number.

DAC interactions

Interaction Description
Attendant Call Waiting An attendant can originate or extend a call to an ACD split.
Attendant Call Waiting cannot be used on such calls. However,
such calls can enter the split queue.
Attendant Intrusion Attendant Intrusion does not work with ACD split extensions
because an ACD extension has many agent extensions.
Determining which agent extension to intrude is difficult.
Automatic Callback Automatic Callback calls cannot be activated for an ACD split
or skill.
Call Coverage • Calls can redirect to or from an ACD split or skill. A vector-
controlled split or skill cannot be assigned a coverage
path.
• If the queue is not full, a call enters the queue when a
minimum of one agent is on an ACD call or in the ACW
mode. Queued calls remain in queue until the Coverage
Don’t Answer Interval elapses before redirecting to
coverage. If a split or skill agent is available, the call is
directed to the agent.
• Calls that redirect on the Don’t Answer Coverage criterion
are reported to BCMS/CMS as intraflowed calls.
• If a call is queued for an ACD split or skill and redirects using
Call Coverage directly to an announcement, the call is
dropped after the announcement.
• Calls to a split or skill that are directed to an agent do not
follow the call coverage path of the agent. If an agent
activates Send All Calls, the distribution of ACD calls is not
affected. An ACD split or skill call directed to an agent station
follows the split or skill call coverage path, once the Don’t
Answer interval is met.
• For a call to an ACD split or skill to be redirected to call
coverage on the Busy Coverage criterion, one of the
following conditions must exist:
- All agents in the split or skill are active on a minimum of
one call appearance and the queue, if there is one, is
full.
- No agents are logged in.
- All agents are in the Aux Work mode.

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Interaction Description
Call Forwarding All Calls Call Forwarding All Calls activated for an individual
extension does not affect the ACD functions of the extension.
When activated for the split or skill extension, calls directed to
the split or skill are forwarded from the split or skill. Calls
receive no announcements associated with that split or skill,
other than a forced first announcement, if administered.
Communication Manager informs BCMS/CMS that calls are
queued on the split or skill. Communication Manager informs
CMS when the call is removed from the queue and forwarded.
Calls can be forwarded to an off-premises destination to
activate Intraflow and Interflow.
Data Call Setup Phone or data terminal dialing can be used on calls to or from
a member of an ACD split or skill.
Data Restriction If the trunk group used for an ACD call has data restriction
activated, agents with Automatic Answer set to y do not hear
the usual zip tone.
DCS CMS cannot measure ACD splits or skills on a Distributed
Communications System (DCS) network as if the splits or
skills are on one Communication Manager. Agents for a split
or skill must be all on the same Communication Manager. If a
call to an ACD split or skill is forwarded to a split or skill at
another DCS node, the caller does not hear the forced first
announcement at the second split or skill.
If an ACD split or skill is in night service, with a split or skill at
second DCS node as the night service destination, a call to
the first split or skill is connected to the second split or skill’s
first forced announcement.
Dial Intercom An agent with origination and termination restriction can
receive ACD calls and make or receive dial intercom calls.
Forced Agent Logout from After an agent handles a DAC, the Forced Agent Logout from
ACW mode ACW feature applies when the agent enters the ACW state
after the DAC is released.
Hold If an agent puts an ACD call on hold, information is reported
to the CMS using Personal Call Tracking. CMS records the
time the agent actually talks on the call.
Individual Attendant Individual attendant extensions can be assigned to ACD splits.
Access Unlike phone users, individual attendants can answer ACD
calls as long as there is an idle call appearance and no other
ACD call is on the console.
Internal Automatic Answer Internal calls directed to an ACD split or skill are eligible for
(IAA) IAA. You cannot administer IAA and ACD Automatic Answer
simultaneously on the same station.

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Interaction Description
Intraflow and Interflow Intraflow and Interflow, when used with Call Forwarding All
Calls or Call Coverage, allows splits or skills to be redirected
to other destinations in and outside the system.
Multi appearance All assigned call appearances must be idle before an ACD call
Preselection and is directed to a phone.
Preference
Location Preference DAC calls take precedence over Location Preference
Distribution Distribution.
Night Service - Hunt Group When Night Service is activated for a split or skill and the night
service destination is a hunt group, a caller hears the first
forced announcement at the original split or skill. The call is
redirected to the night service destination hunt group.
Terminating Extension A TEG cannot be a member of an ACD split or skill.
Group (TEG)
• Transfer: Calls cannot be transferred to a busy split or skill.
The transfer fails and the agent transferring the call is
reconnected to the call. If an agent presses the transfer
button, dials the hunt group extension number and
disconnects while the split or skill is busy, the call is
disconnected.
• Phone Display: For calls dialed directly to an ACD split or
skill extension, the identity of both the calling party and ACD
split or skill are shown on the phone display.

How to identify caller needs

Caller needs for a particular call can be identified by any of the following methods:
• Interpreting information that is passed from the network in the screen of DNIS digits or
ISDN messages.
• Processing Call Prompting digits, digits entered at a Voice Response Unit (VRU), or
CINFO digits that are forwarded by the network.
• Using ASAI or a VRU such as Avaya Interactive Response in a host database lookup.
To show how a call center manager matches caller needs and agent skills, let us say the call
center receives inbound calls from automobile club members who speak Spanish or English.
The callers, in this case, require assistance in planning a vacation route or have trouble with
their car and are calling for assistance. The following table provides example associations
between caller needs and agent capabilities.

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Example of caller need-to-agent skill matching

Caller requirement Capability required
Tourist information Knowledge of the region
To speak Spanish Bilingual
Emergency assistance Handle stressful callers
Tow truck Access to dispatch systems

The following list looks at the strategy of the call center manager in matching the caller needs
to the capabilities of the agent:
• Tourist information or knowledge of the region
Travelers require information while traveling or about a future trip. All assigned agents
can provide this information.
• To speak Spanish or bilingual
Separate numbers are published and used as part of Spanish membership information,
or Call Prompting is used after a general number is dialed.
• Emergency assistance/handle stressful callers
Separate emergency road service numbers are published and used, or Call Prompting is
used after a general number is dialed. For example, a number is provided for towing.
Note that the call center chose to implement Call Prompting to identify Spanish-speaking
callers and callers who require emergency assistance. This allows for quicker and more
specialized treatment and therefore better satisfies the caller needs.
In addition, some callers prefer to speak to the same agent the caller spoke to on a previous
call. To accommodate this request, a call center manager can implement Direct Inward Dialing
(DID) at the call center. Also, Direct Agent Calling (DAC) can be used to direct a call to a specific
agent.
The following sections explain further how caller needs are identified.

DNIS/ISDN called party

A set of DNIS digits can be interpreted as a VDN. The following table presents four services
and their corresponding telephone number including DNIS digits that can be provided to the
caller.

Service Telephone Corresponding

number DNIS
Emergency road service (English) 800-765-1111 6001
Emergency road service (Spanish) 800-765-2222 6002

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Service Telephone Corresponding

number DNIS
Route planning (English) 800-765-3333 6003
Route planning (Spanish) 800-765-4444 6004
General (Call Prompting) 800-765-5555 6005

Note:
DNIS digits must be extensions that are reflected in the dial plan.

Call Prompting, VRU, and CINFO digits

The Call Prompting, VRU, and CINFO digits are entered by the caller in response to any
recorded question about a caller’s needs, or in the case of CINFO ced or cdpd digits are
provided by the call center host computer. For example, a hot line for a product can request
that a product code be entered, or a travel service can request a 2-digit state code to indicate
the state to which the caller wants to travel. The following table provides a prompt that
encourages the caller to enter the appropriate Call Prompting digit for the required service from
the automobile club.

“For emergency road service, dial 1.”

“Para asistencia con su automovil, marque el dos.”
“For travel route directions, dial 3.”
“Para informacion sobre rutas, marque el cuatro.”

Host database lookup

A host database lookup uses DNIS and ANI to determine the following:
• Skills
• Agent
For example, the database can show that the caller speaks Spanish and communicates with
Agent 1367. To access the host information, use either Adjunct Switch Application Interface
(ASAI) or a VRU in conjunction with a converse-on skill step.

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Functions and examples

Skills administration
A skill is an attribute that is:
• Administered as a skill hunt group
• Administered to VDNs
• Assigned to agents
A skill hunt group is administered for each skill. A skill hunt group is a set of agents trained to
meet particular customer needs.
Generally, if the ability “Spanish-speaking” is assigned to skill 127, for example, it follows that
agent skill 127 and VDN skill 127 both signify “Spanish-speaking”. However, note that the agent
skill can be assigned a skill term that is broader than that for the corresponding VDN skill. For
example, agent skill 127 can be labeled “bilingual” for agents that can handle calls in English
and Spanish.
Skills for an application are shown in the following table, which presents a very abbreviated
example of such a skill distribution for an automobile club.

Supergroup-99
Emergency road service-bilingual-22 Route planning-bilingual-44
Emergency road service-English-11 Route planning-English-33

In the table, five skills are defined. Each skill indicates knowledge or an ability on the part of
the agent or a need for knowledge on the part of the caller. More than one of the skill can be
attributed to the agent according to the agent’s expertise with the corresponding highway
services and the language-speaking ability.
The table is arranged in such a manner that the agents at the top level have the broadest
knowledge, that is, the agents can handle emergency road service and route planning calls
and can speak Spanish. The top level skill group is called Supergroup and the group contains
agents who, as a group, can take any type of call regarding the automobile club. Accordingly,
this skill group serves as a backup skill group. As you descend through the table, each sublevel
corresponds to a group of agents who have more specific skills and can therefore take more
specialized calls.
Calls can be distributed to the most-idle agent by using either the Uniform Call Distribution
(UCD) option or the Expert Agent Distribution (EAD) option. UCD distributes calls from the skill
hunt group to the most-idle agent who has this skill assigned at any priority level. This scenario
provides a more even distribution to calls and therefore keeps agents equally busy. EAD
distributes calls from the skill hunt group to agents to an available agent who has the highest
skill level. Skills that are assigned to an agent at higher skill levels indicate a higher level of

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expertise or preference by the agent than any lower skill level skills that are assigned to that
agent. EAD distribution provides the caller with the best or most expert agent match.
Agents are usually given a preference for higher skill level calls. However, the system can be
administered to give agents a preference for the greatest need call. The greatest need call is
the highest priority oldest call waiting for any of the agent’s skills.
Multiple Call Handling on Request and Forced Multiple Call Handling make it possible for an
agent to receive additional ACD calls either after putting a call on hold, or when active on
another ACD call. Forced Multiple Call Handling can be used to give priority to an ACD call
over an in-progress non-ACD call, or to give priority to a call from one skill over an in-progress
call from a different skill.
To administer skills, set the Skill, ACD, and Vector fields to y. Instructions for completing the
Hunt Group screen are included in the Administering Avaya Aura ® Communication Manager
document.
VDN skills
EAS enhances Call Vectoring and Automatic Call Distribution by distributing incoming calls
based on:
• Specific skills assigned to a VDN or used in a vector.
• Skills assigned to an agent.
For example, a caller dials a particular number VDN. The VDN uses a vector to queue the call
to an agent with a skill that matches the VDN skill.
You can assign up to three different skills to a VDN. The first skill assigned to a VDN can be
the skill required to meet the needs of the caller who called the VDN. The second and third
skills assigned to the VDN can represent backup skills that can also meet the needs of the
caller.
Skills assigned to a VDN are commonly called “VDN Skill Preferences”. VDN skill preferences
are labeled 1st, 2nd, or 3rd.

Note:
While skills can be optionally assigned to VDNs, the vector controls when and to what VDN
skill the call queues. The application of VDN skills is described later.
The following table shows how skill preferences can be assigned to the five VDNs that are
used for the automobile club. For each VDN, the corresponding call type and the number of
the vector to which the VDN points are indicated.

Call type Skill preferences

VDN 1st 2nd 3rd Vector
General Number 6005 1
Emergency Road Service 6001 11 22 99 3
(English)

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Call type Skill preferences

VDN 1st 2nd 3rd Vector
Emergency Road Service 6002 22 99 2
(Spanish)
Route Planning (English) 6003 33 44 99 3
Route Planning (Spanish) 6004 44 99 2

In the table, note that two VDNs point to vector 3, two VDNs point to vector 2, and one VDN
points to vector 1. Note also that a 1st and 3rd VDN skill preference, but no 2nd VDN skill
preference, are assigned to VDN 2222. This implies that the call to the VDN, if not already
answered, waits longer before queueing to the backup skill, Supergroup-99 in our example,
provided the vector is designed to execute accordingly.
The following table shows the skill preferences assigned for one specific VDN (6003) that is
used for the automobile club.

Preference Number Description

1st 33 Directed to an agent who is trained in Route Planning and
speaks English.
2nd 44 Directed to an agent who is trained in Route Planning and is
bilingual.
3rd 99 Directed to an agent who can field all calls

In the table, the first VDN skill preference corresponds to a knowledge area that is a subset of
the knowledge area represented by the second and the third preference. Similarly, the second
VDN skill preference corresponds to a knowledge area that is a subset of the knowledge area
represented by the third preference. Such an approach is commonly used to assign VDN skill
preferences. The result of the approach is that the longer a call waits, the larger the pool of
agents that the ACD checks for handling the call.
Recall that the vector numbers for each VDN associated with the automobile club are listed in
the example of VDN skill preferences assignments. VDN 6003 points to vector 3. As such, the
skill requirements associated with the VDN are forwarded to the vector. This process is shown
in the following figure.

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Figure 1: Example of VDN skill implementation

In the example, the English-speaking caller requires information on route planning and dials
the appropriate number (800-765-3333). Network 800 features direct the call to VDN 6003,
the call enters Communication Manager and is directed to VDN 6003, which points to the
appropriate vector. As shown in skill preferences assignments for VDN 6003, VDN skill
preferences 33, 44, and 99 are administered as the 1st, 2nd, and 3rd skill preferences,
respectively, for VDN 6003.
Vector processing of this application is described in delivering the call to the skill queue.
Vector Directory Number screen
The Vector Directory Number screen shown in the following example is used to administer
VDN skills.
Vector Directory Number (VDN) screen, page 1
change vdn xxxxx page 1 of 2
VECTOR DIRECTORY NUMBER

Extension: 2001
Name: vdn 2001
Vector Number: 1

Attendant Vectoring? n
Allow VDN Override? n
COR: 1
TN: 1
Measured: internal
Acceptable Service Level (sec): 20
Service Objective (sec):

VDN of Origin Annc. Extension:

1st Skill:
2nd Skill:
3rd Skill:

Vector Directory Number (VDN) screen, page 2

change vdn xxxxx page 2 of 2
VECTOR DIRECTORY NUMBER

Audix Name:
Messaging Server Name:
Return Destination:
VDN Timed ACW Interval:
BSR Application:

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BSR Available Agent Strategy: 1st-found

Observe on Agent Answer?: n

Note:
Skills can be optionally assigned to VDNs, however, the vector controls when and to what
VDN skill the call queues.
Call Vector screen
Completion of the Call Vector screen is required for using vectors with EAS. The screen
contains three pages. However, if the vector contains less than 11 instructions, complete the
first page only, as shown in the following example.
Call Vector screen (Page 1 of 3)
change vector 20 Page 1 of 3

CALL VECTOR
Number: 20 Name:_______________________
Multimedia? n Attendant Vectoring? n Lock? y
Basic? y EAS? y G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? n LAI? n G3V4 Adv Route? n CINFO? n BSR? y Holidays? y
01 _______________
02 _______________
03 _______________
04 _______________
05 _______________
06 _______________
07 _______________
08 _______________
09 _______________
10 _______________
11 _______________

For more information on the Call Vector screen, see Administering Avaya Aura ®
Communication Manager and “Creating and editing call vectors” in the Programming Call
Vectoring Features in Avaya Aura ® Call Center Elite document.
Agent skills
Agent skills represent and define the ability of an agent to handle calls that require the skills.
You can assign skill numbers to agents based on characteristics such as training or knowledge,
access to systems or information, language ability, and interpersonal traits. Examples of agent
skills include the following: speaks Spanish, knows about widget X, can handle complaint calls,
has access to a database.
You can assign up to 120 skills with EAS-PHD or four skills without EAS-PHD. You can
designate a skill level between 1 and 6 (EAS-PHD) or 1 and 2 (EAS), with 1 being the highest
skill level, which is the highest-priority skill.
If an agent has multiple skills, you can create a single skill group for each set of skills.
Administer the agent skills on the Agent Login ID screen.
Create a separate skill hunt group for direct agent calls. Direct agent calls are queued to the
skill that is administered as the direct agent skill on the Agent LoginID screen. If an agent is
not able to log in to the direct agent skill, direct agent calls are queued to the first-administered
highest-level skill.

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The following table shows the assignment of agent skills.

Example of agent skill assignments

Agent Skills assigned
Jan O’Hara 22 (L1) 44 (L2)
Sam Lopez 99 (L1)
Sue Carlson 22 (L1) 11 (L1) 44 (L2) 33 (L2)
Mark Davis 44 (L1)
Amy Brown 44 (L1) 22 (L2)

Without EAS-PHD, you can assign a maximum of four agent skills to any one agent with one
of the two preference levels. With EAS-PHD, you can assign up to 120 skills to each agent
with one of 16 preference levels. The skill assignments table shows that four agent skills (22,
11, 44, 33) are assigned to Sue Carlson. The assignments indicate that Sue is bilingual and
can service callers who require emergency road service or information on route planning. Only
one agent skill, 99-Supergroup, is assigned to Sam Lopez. This means that Sam is serving as
a backup.
An L1 or L2 next to the skill number indicates whether the agent skill is assigned as a level 1
or level 2 skill. For example, Jan O’Hara has Emergency Road Service-Bilingual as a level one
skill and Route Planning-Bilingual as a level two skill. When Jan O’Hara is available for an ACD
call, provided Call Handling Preference is set to skill-level, the ACD software first looks
for English-speaking callers who are requesting information on the emergency road service.
Only if there are no callers requesting emergency road service does the ACD software look
for English-speaking callers who are requesting information on route planning. If Call Handling
Preference is set to greatest-need, Jan O’Hara receives the highest priority, oldest call
waiting for either Emergency Road Service or Route-Planning-Bilingual each time Jan is
available.
For any given application, EAS puts no restrictions on which agent skills can be assigned to
an agent.

Note:
Agent skills are administered on the Agent Login ID screen.

Preference Handling Distribution

Preference Handling Distribution enables an agent to take calls based on either skill level or
greatest need.
If an agent’s call-handling preference is by skill level, the agent receives the call that requires
the skill for which the agent’s skill level is highest.

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If an agent’s call-handling preference is by greatest need, the agent receives the highest-
priority, oldest call waiting that requires any of the agent’s skills.
It is recommended that in any skill, all agents have the same call handling preference. This
ensures the most consistent distribution of calls by either greatest need or skill level.
Preference Handling Distribution Examples
The following table is an example of how calls queue with Preference Handling Distribution.

Agent is assigned skills and skill levels... These calls are in queue...
Skill 11, skill level 1 Waiting 15 seconds, priority medium.
Skill 21, skill level 8 Waiting 30 seconds, priority low.
Skill 31, skill level 16 Waiting 45 seconds, priority medium.

Logical Agent capability

With Logical Agent and EAS, calls are routed to agents based on the login ID instead of the
extension number that is assigned to the telephone. The login ID must be consistent with the
Communication Manager dial plan. When an agent logs in to an extension, the login ID
overrides the extension as far as ACD tracking and characteristics such as name and COR,
are concerned.
When a specific login ID is called, Communication Manager routes the call to the telephone
that the agent is currently logged in to. With Logical Agent, agents can be called regardless of
the telephone the agent uses. Calls to agent login IDs can be delivered as DAC calls with the
correct COR set for both the originating and the receiving login ID.
Agents are not assigned to skill hunt groups with Logical Agent. Instead, an agent has specific
skills that are assigned to login ID. When an agent logs in, the agent is associated with the
assigned skill hunt groups and tracking begins for the assigned skills.

Note:
CMS automatically measures a logical agent administered with a minimum of one measured
skill when the agent logs in.
Logical Agent uses a single set of work-mode buttons for all skills. This means that an agent
is available or in the Aux work mode for all skills at the same time. An agent cannot be available
in some skills and in the Aux work mode in others.
The button assignments and automatic answer options do not follow the agent because the
options are associated with the physical extension and not the agent login ID.

Note:
Converting to EAS requires a change to the CMS login ID if the current ID is not a valid
extension number or cannot be made available in the Communication Manager dial plan.

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Agent login IDs are assigned names from the Dictionary-Login Identification window by way
of Avaya Supervisor. Login IDs must be different from the telephone extensions.

Delivering the call to the skill queue example

This example shows how a call is delivered to a skill hunt group queue by vector processing.
The skills that are assigned to a VDN define the requirements in the vector for routing calls to
an ACD agent with a particular set of skills. These skills become active for an ACD call
whenever a queue-to skill command is executed. The skills also become active whenever
a check skill command is executed and the threshold condition is met. Once a skill is active
for an ACD caller, the call cannot be delivered to an available ACD agent unless the agent also
has one of the active VDN skills.

Figure 2: Process for delivery of a call to a skill queue

In the example, an English-speaking caller requires information on route planning and dials
the appropriate number (800-765-3333). The call enters Communication Manager, which
directs the call to VDN 6003 that is pointing to vector 3. Once vector processing starts, the
queue-to skill command in step 1 queues the call to the skill hunt group that corresponds
to the 1st VDN skill (33-Route Planning-English). If an agent with skill 33 is available, the agent
answers the call. If the agent is not available, the call is eventually queued to the skill hunt
group that corresponds to the 2nd VDN skill (44-Route Planning-Bilingual) by the queue-to
skill command in step 3. This time, if an agent with skill 44 is available, the agent answers
the call. If the call is still not answered, the call is eventually queued to the skill hunt group that
corresponds to the 3rd VDN skill (99-Supergroup) by the queue-to skill command in step
5.

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In the process, vector 2 is executed if a Spanish-speaking caller calls. The announcement

provided in vector 2 is in Spanish, the announcement in vector 3, which is executed in our
example, is in English.
Note also that each of the queue-to skill commands in vector 2 queues the call at a high
priority, whereas only one of the queue-to skill commands in vector 3 queues the call at
this high a priority level. The strategy presented here is valuable when there is a limited number
of bilingual agents because the bilingual such agents will be available more quickly to service
callers who speak only Spanish.
VDN skills can also be used in check skill, messaging skill, and converse-on
skill commands. Within any of the commands, a specific skill number can be used instead
of a VDN skill preference, provided that the relevant skill hunt group is correctly administered.
For example, step 5 reads queue-to skill 99 pri h.
Example using Call Prompting
The procedure described in the previous section can be enhanced by using Call Prompting.
For example, the user can dial a general telephone number where the VDN points to a Call
Prompting vector.
Staying with the automobile club example, recall that in examples of services and
corresponding DNIS digits, 800-765-5555 is a general telephone number for the service. Recall
also that in VDN skill preferences assignments example, 6005 is the VDN for the 800 number
and VDN 6005 points to vector 1.
The following vector shows how vector 1 appears.
Call Prompting vector for the automobile club
1. wait-time 0 seconds hearing ringback
2. collect 1 digits after announcement 5678 [“For emergency road service, dial 1.
Para asistencia con su automovil,
marque el dos. For travel route directions, dial 3. Para informacion sobre rutas,
marque el cuatro.”]
3. route-to number 6001 with cov n if digit = 1 [English Emergency Road Service VDN]
4. route-to number 6002 with cov n if digit = 2 [Bilingual Emergency Road Service
VDN])
5. route-to number 6003 with cov n if digit = 3 [English Route Planning VDN]
6. route-to number 6004 with cov n if digit = 4 [Bilingual Route Planning VDN]
7. route-to number 6002 with cov n if unconditionally [Bilingual Emergency Road
Service VDN]

Once the caller dials 800-765-5555, the call enters Communication Manager and is directed
to VDN 6005, which points to the Call Prompting vector. Vector processing begins. Step 1
provides ringback if the caller has to queue for the announcement in step 2. The collect
digits command in step 2 first provides an announcement that requests the caller to dial 1,
2, 3, or 4, based on the caller need and language. If the caller dials a digit other than one of
the four specified, each of the route-to...if digits commands in steps 3 through 6 fails
and control passes to the route-to...if unconditionally command in step 7, which
unconditionally routes the call to VDN 6002. This VDN is assigned the “bilingual emergency
road service” skill and points to vector 2, which is provided in the previous section.
If the caller dials 4, step 3 through 5 fail because the required digit, 1, 2, or 3, respectively, was
not dialed. Thereafter, control passes to step 6, where the route to...if digit command

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finds a digit match and consequently routes the call to VDN 6004. This VDN is assigned the
“bilingual route planning” skill and also points to vector 2, which is provided in the previous
section.

Note:
VDN Override applies to the skills assigned to the VDN.
Super agent pool
EAS allows a skill hunt group to function as a super agent pool. A super agent pool is a backup
group of more than one agent that is able to handle many if not all types of calls coming into
the application. In the automobile club examples, Skill Hunt Group 99 (Supergroup) serves as
a super agent pool. You can also recall that 99 appears as both a VDN skill and an Agent skill.
However, a super agent pool can be assigned a skill hunt group number that is not assigned
to a VDN skill. This can and must be done whenever the application requires four levels within
the skill table distribution, as shown in the following table.

Supergroup-99
Emergency road service- bilingual-88 Route planning-bilingual-77
English-66 Spanish-55 English-44 Spanish-33
Bostonian-11 Castilian-13 Bostonian-15 Castilian-17
New Yorker-12 South American-14 New Yorker-16 South American-18

Besides a new skill numbering scheme, our modified skill table has four levels instead of the
three levels that are provided in example of a skill table for an automobile club. Except for the
skill numbering scheme, the top two levels (Supergroup-99 and Emergency Road Service-
Bilingual-88/Route Planning-Bilingual-77) remain unchanged. However, note that the next
level is reorganized into segments to indicate the ability to speak English or Spanish. Finally,
note that a new level is added to denote particular types of accents or pronunciation in English
and Spanish.
The following table shows how some of the skills in modified skill table for the automobile club
are administered to one relevant VDN (VDN 1616).

VDN 1616 - Skill preferences

1st: 16 Knows about Route Planning, speaks English, has New York accent
2nd: 44 Knows about Route Planning, speaks English
3rd: 77 Knows about Route Planning, is bilingual

Modified vector to accommodate a super agent pool

1. queue-to skill 1st pri m
2. announcement 4555
3. queue-to skill 2nd pri l
4. wait-time 10 seconds hearing music
5. check skill 3rd pri l if calls-queued < 3
6. announcement 4666
7. check skill 99 pri l if available-agents > 0

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For example, an English-speaking caller needs information on route planning and wants to
speak to an agent with a New York accent. In this case, the caller dials the appropriate number,
for example, 800-765-1616. Accordingly, the call enters Communication Manager and is
directed to VDN 1616, which points to the vector in the previous screen. Once vector
processing starts, the queue-to skill command in step 1 queues the call to the skill group
that corresponds to the 1st VDN skill (New Yorker-16). If an agent with skill 16 is available, this
agent answers the call. If such an agent is not available, the call is eventually queued to the
skill group that corresponds to the 2nd VDN skill (English-44) by the queue to main skill
command in step 3. This time, if an agent with skill 44 is available, this agent answers the call.
If the call is still not answered, the check skill command in step 5 attempts to queue the
call according to the parameter indicated (if calls-queued < 3) to the skill group that corresponds
to the 3rd VDN skill (Route Planning-Bilingual-77). If the call is queued, and if an agent with
skill 77 is available, this agent answers the call. If the call is not queued, or if it is queued and
an agent with skill 77 is not available, the check skill command in step 7 is executed.
Before discussing the execution of step 7, note that a specific skill hunt group number (99) and
not a VDN skill Preference designation (1st, 2nd, or 3rd) is included within the check skill
command. Since the skill table for the application involves four levels of skills, and since there
can be no more than three VDN skills, the specific skill group number (99) for the super agent
pool must be included within the queueing command to allow caller access to the pool.
Whereas a VDN skill is always represented in a vector by the term 1st, 2nd, or 3rd, a super
agent pool is always represented by a whole number according to the parameters of the
relevant switch. For the queueing commands, see Call Vectoring commands.
Returning to the vector execution, the check skill command in step 7 attempts to queue
the call according to the parameter that is indicated (if available-agents > 0) to the super agent
pool (Supergroup-99). If the call is queued, and if an agent in the super agent pool is available,
this agent answers the call.

Note:
If the call has already queued to all three VDN skill hunt group preferences, it does not queue
to the specific skill hunt group. This reflects the restriction that a call can only queue to a
maximum of three splits or skills. The best approach is to test the splits or skills first to
determine where to queue the call.

Routing calls to an agent

With you set EAS to y, an agent is associated at login with more than one skill hunt group. A
single set of work mode buttons applies to all the skills assigned to a logged-in agent. For
example, if the agent selects Aux Work, the agent is in the Aux Work mode for all the skills
associated with the agent. Therefore, logged-in agents require only a single set of work mode
buttons for all relevant skill hunt groups.
Calls can be routed to the agent from a skill hunt group by dialing an agent login ID or by dialing
an agent phone extension directly.
Delivery from a skill hunt group
An incoming call is matched to an agent who has one of the three VDN skills required to handle
the call. This match is done by ACD queueing and the queue-to skill, check skill,

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messaging skill, or converse-on skill commands in the vector. If more than one
agent is available for a call, the call is delivered according to whether EAD or UCD is
administered for the skill hunt group.
For any one login session, an agent can have a maximum of four skills, or a maximum of twenty
skills with EAS-PHD. Each agent skill is administered with a skill level.
Remember that when the Call Handling Preference is administered as greatest need, the
agent receives the highest priority oldest call waiting for any of the agent’s skills. If the Call
Handling Preference is skill-level, the ACD software distributes the call that is waiting
for the agent’s highest skill-level skills when the agent becomes available. If no calls are waiting
for the highest skills, the queued calls for the next highest skills are distributed to the agent.
The following scenario describes call distribution when the Call Handling Preference is
skill level.

Once an agent becomes available, the agent receives a waiting call in the following order:
1. Oldest DAC waiting for the agent if the direct agent skill is administered at the
highest skill level of the agent.
2. Oldest call waiting at the highest priority for the highest skill-level skill.
3. Oldest call waiting at the next highest skill-level skill.
For example, Jill is the only agent with skills 22 (L1), 13 (L1), 23 (L1) and 47 (L2). While Jill is
in the Aux work mode, five calls are queued, as shown in the following table, which also shows
the skill level and priority level associated with each call.

Example of skill call queue sequence

Call Time in queue Skill number Priority level
A 8:00 13 Medium
B 8:01 47 Top
C 8:02 23 Direct Agent
D 8:03 22 Top
E 8:04 22 Medium

Given this scenario, the next table indicates and explains the order in which Jill handles the
five calls.

Example of skill call distribution for a single agent

Call handled Reason
C Only direct agent call queued at highest level skill.
D Oldest call waiting at the highest priority for highest skill-level skills (Call
B has the same priority level (Top), but it is assigned a lower skill level (47).
Also, Call E has the same skill (22), but it has a lower priority level
(Medium) and has not been waiting as long as Call D).

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Example of skill call distribution for a single agent

Call handled Reason
A Oldest call waiting at the highest priority level for highest skill-level skills
(Call E also has a primary skill (22) and the same priority level as Call A,
but Call A has been waiting four minutes longer than Call E).
E Only remaining call with the highest skill level (22) (Call B has a lower skill
level (47)).
B Last remaining call, and the only one that has the lower skill level (47).

If no calls are waiting when an agent becomes available, the agent is placed into the agent
queue according to the call distribution method that is in effect. For UCD, the agent is placed
at the bottom of the most-idle agent queue. For EAD, the agent is placed at the bottom of the
agents with the same skill level.
The following table shows a call scenario that is valid for either UCD or EAD.

Example of UCD/EAD call scenario

Time Event Skills
9:00 Jill logs in 22(L1), 13(L1), 47(L2)
9:01 Jill available 22(L1), 13(L1), 47(L2)
9:02 Jack logs in 22(L1), 47(L1)
9:03 Jack available 22(L1), 47(L1)
9:04 Call A arrives 47
9:05 Call A drops 47
9:06 Call B arrives 13
9:07 Call B drops 13
9:08 Call C arrives 22

Given the scenario, the following table shows how Calls A, B, and C are distributed by UCD
and EAD.

Example of call distribution by UCD and EAD

Time UCD or EAD Result Reason
9:04 UCD Jill receives Call Jill is the most idle agent for skill 47.
A.
EAD Jack receives Jack is the more expert agent because he has
Call A. skill 47 as a level 1 skill whereas Jill has skill
47 as a level 2 skill.
9:06 UCD Jill receives Call Jill is the only agent who is logged in to skill
B. 13.

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Example of call distribution by UCD and EAD

Time UCD or EAD Result Reason
EAD Jill receives Call Jill is the only agent with skill 13.
B.
9:08 UCD Jill receives Call Jill is the most idle agent for skill 22. She
C. receives Call C even if she handled Call A.
EAD Jill receives Call Both Jill and Jack have skill 22 as a level 1 skill,
C. but Jill has been logged in 2 minutes longer
than Jack; that is, she is the most idle agent.

ACD login ID dialing

The ACD login IDs used in EAS are extension numbers that are included in a station numbering
plan but not administered as stations. The IDs are administered on the Agent Login ID screen
as shown in the following example. If EAS-PHD is set to n, you can administer only four
skills.
Agent Login ID screen
add agent-loginID 9011 Page 1 of 1
AGENT LOGINID

Login ID: 9011_ AAS? _

Name: _________________________ AUDIX? _
TN: 1__ LWC Reception: spe
COR: 1 AUDIX Name for Messaging: _______
Coverage Path: ____ Messaging Server Name for Messaging: _______
Security Code: ____ LoginID for ISDN Display? n
Direct Agent Skill: ___ Password: _________
Call Handling Preference: skill-level Password (enter again): _________
Service Objective? _ Auto Answer: ______

SN RL SL PA SN RL SL PA SN RL SL PA SN RL SL PA
1: __ _ __ ___ 6: __ _ __ ___ 11: __ _ __ ___ 16: __ _ __ ___
2: __ _ __ ___ 7: __ _ __ ___ 12: __ _ __ ___ 17: __ _ __ ___
3: __ _ __ ___ 8: __ _ __ ___ 13: __ _ __ ___ 18: __ _ __ ___
4: __ _ __ ___ 9: __ _ __ ___ 14: __ _ __ ___ 19: __ _ __ ___
5. __ _ __ ___ 10: __ _ __ ___ 15: __ _ __ ___ 20: __ _ __ ___

WARNING: Agent must log in again before skill changes take effect

With EAS, an agent login ID is associated with a specific phone only when the agent actually
logs in at that phone. When the agent logs off, the association of the agent login ID with a
specific phone is removed. If an agent does not answer a call or if the agent is logged out, the
call goes to the busy points on the coverage path.
When the agent logs in, the phone display indicates the skill assignments of the agent.
The agent logs in by:
• Going off-hook or selecting a line appearance.
• Entering the login FAC or selecting the login AD button after the dial tone.
• Entering a 1-digit to 13-digit login ID after the dial tone.

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Note:
If someone is already logged in at that phone, the agent hears an intercept tone.
• Entering the 0-digit to 9-digit password after the dial tone. This is optional.

Note:
If the agent uses a DCP phone, such as a CallMaster®, the password digits are not shown
unless an abbreviated dial button is used. BRI phones show the password digits.
Once the login is accepted, confirmation tone is given. The skills that are assigned are
displayed for five seconds on the phone display. If more skills are assigned than can be
displayed, a plus (+) sign appears at the end of the display. If a skill is administered, but the
agent was not logged in to the skill, the skill number is displayed with an asterisk (*). The
previous login sequence allows an ACD call to be directed to a specific agent and to have that
call tracked and treated as an ACD call.
When an EAS agent logs in to a station with the station administered for audible message
waiting, the agent receives an Audible Message Waiting tone only when calls are waiting for
the agent login ID extension. When the agent logs out, Audible Message Waiting tone then
applies again to messages that are waiting for the physical extension. This field has no impact
on whether an agent hears the EAS Login-ID Message Waiting tone during the login
process.
The message waiting lamp by default tracks the status of messages that are waiting for the
logged in EAS agent Login ID rather than messages for the physical telephone. The operation
of the Message Waiting Lamp can be changed so that it tracks the status of messages that
are waiting for the physical phone where the agent is logged in. For more information, see
“Feature-Related System-Parameters screen” in the Administering Avaya Aura ®
Communication Manager document.

Additional agent log-in ID capabilities

Capability Description
Auto- When you set EAS to y, you can assign auto-answer settings to agents on
Answer the Agent LoginID screen.
An agent’s auto-answer settings apply to the station where the agent logs in.
If the auto-answer setting for the station is different, the agent setting
overrides that of the station.
Calls To call an EAS agent, the caller dials the log-in ID extension. The call is
extended to the physical extension where the agent with the log-in ID is
logged in. Calls to the log-in ID reach the agent irrespective of the phone the
agent is currently using. For example, when agents use multiple phones the
agents can be reached by the login IDs irrespective of their current
location.

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Capability Description
Name Calls to the log-in ID display the name associated with the log-in ID and not
the name associated with the phone. This is also true for calls made from a
phone with an agent logged in.
Coverage When an agent logs out, or when calls go to coverage because the agent is
busy, or does not answer, calls to the log-in ID go to the coverage path
associated with the agent and not the phone. When an agent logs out, calls
go to the agent’s busy coverage destination.
Restrictions Calls to the log-in ID or from the agent use the restrictions associated with
the agent, and not the phone.
Phones are fully functional when an agent is not logged in. The restrictions,
coverage, and name revert to the phone administration when the agent logs
out.

Other agent login capabilities

In addition to skill assignments, the following capabilities are associated with agent login
IDs.
Call routing
A call to the login ID reaches the agent independent of the telephone that the agent is currently
using. In other words, such a call is sent to the telephone at which the agent is currently logged
in.
If the proper Class of Restrictions (COR) is set, callers can initiate a direct agent call either by
dialing the login ID extension directly or by calling a VDN that points to a vector that contains
first a prompt for the login ID and then a route-to digits command. This allows external
callbacks by way of Direct Inward Dialing (DID) or an 800 number. Both the receiving agent’s
login ID COR and the originator’s, that is, the caller’s COR must have Direct Agent Calling
(DAC) set to y. The caller’s COR is for the following:
• Telephone extension (for internal calls or transfers)
• Trunk group (for DID calls)
• VDN (for prompted calls)
If the call covers or is forwarded, the COR of the originator (or VDN) and the final agent is used.
All feature functionality for ACD calls, except Queue Status indications, is available for direct
agent calls.
Internal and external users can originate direct agent calls by dialing the agent’s login ID. Also,
DAC can be used to transfer ACD calls from one agent to another agent.
If an agent who is receiving the direct agent call is staffed but unavailable, the call waits in front
of the skill calls in the skill that is administered as the agent’s direct agent skill until either the
call is answered or a coverage timeout occurs. Also, the caller hears an optional direct-agent
announcement that is followed by music or silence. There is one direct agent announcement
per system. The agent, on the other hand, receives a ring-ping, and the current work mode
button flashes. If the agent is available, the call is delivered to the agent according to the
answering and ringing options. Calls are answered and handled in the same manner as ACD

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calls. For more information, see “Feature-Related System-Parameters screen” in the

Administering Avaya Aura ® Communication Manager document.
Login ID name on the telephone display
A call to a logged-in EAS login ID by default displays the name associated with the login ID
and not the name that is associated with the telephone. This is also true on the receiving party’s
display for a call that is made from a telephone with an agent logged in. However, the user can
display the name of the physical telephone where the EAS agent is logged in. The user must
be active on a call with the agent, and must have a telephone with an alphanumeric display
and an inspect button. When the inspect button is pressed during a call to or from the EAS
agent, the physical telephone name of the agent is displayed.
Coverage path
Call coverage can occur whether or not the agent is logged in. If the agent is not logged in, the
busy criteria is met and the call follows the points on the coverage path. If the agent is logged
in but fails to answer, the don’t answer criteria is met and the call follows the points on the
coverage path. A call to the login ID goes to the coverage path that is assigned to the login ID
rather than to the coverage path that is assigned to the telephone extension.
Agent restrictions
A call to the login ID or from the agent uses the restrictions that are associated with the agent
and not the telephone.
Telephones are fully functional if an agent is not logged in. The restrictions, coverage, and
name revert to the telephone administration when the agent logs out.
If a number of agents are sharing one telephone due to job sharing or shifts, a unique login ID
extension is assigned to each agent. Therefore, when an agent is logged out, any calls to the
agent login ID are sent to the coverage path of the agent. As a result, login IDs can be used
to reach people independent of the location. Such people include those who use more than
one phone because the people have more than one office or in the case of security guards,
for example, who sit at more than one desk.
Because AAS or messaging-system ports are not mobile, the ports are administered to agent
login IDs. When the AAS or AUDIX field is set to y, a field that requests the port number is
brought up and the password field disappears.

EAS considerations
Station User records cannot be shared between TTI ports and EAS log-in ID extensions. This
causes a reduction in the number of possible EAS log-in ID extensions allowed by the system
depending on the number of administered TTI ports. For example, if 2,000 TTI ports are
administered, the maximum number of allowable EAS log-in IDs is reduced by 2,000.
EAS agent log-in IDs are also tracked for personal calls. CMS uses the first skill an EAS agent
is logged into to track personal calls. If the first logged-in skill is unmeasured, CMS credits the
agent log-in ID with the personal call, but no skill hunt group is credited with the personal
call.

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The system can have either splits or skill hunt groups but not both simultaneously. Non ACD
hunt groups can exist with either splits or skills. Skill hunt groups are required when using
EAS.
When you implement the EAS feature, read the following EAS considerations:
• With EAS, skill hunt groups replace splits. You cannot administer both skills and splits on
the same Communication Manager. All ACD hunt groups must be administered as either
splits or skills. If you enable EAS, all ACD hunt groups are skill hunt groups.
• With EAS, all skill hunt groups except for messaging-system hunt groups must be vector
controlled.
• With EAS, non-ACD hunt groups are allowed, but cannot be vector controlled.
•2
Agent login IDs are extensions in the dial plan and decrease the total number of stations
that can be administered.
• With EAS, agents have a different login procedure and a single set of work mode buttons,
regardless of the number of skills that are assigned to the agents.
• Skill hunt groups can distribute a call to the most-idle agent (UCD) or to the most-idle
agent with the highest skill level for that skill (EAD). In either of these cases, the call can
route to the most-idle agent for the specified skill, or to the most-idle agent in all of the
skills. Direct Department Call (DDC) distribution is not allowed for skill hunt groups.
• With either UCD or EAD distribution, the system can be administered to deliver calls
based on greatest need or skill level. This is the Call Handling Preference that is
administered on the Agent LoginID screen. When calls are in the queue, greatest need
delivers the highest priority oldest call waiting for any of the agent’s skills. With skill level
administration, the system delivers the highest priority oldest call waiting for the agent’s
highest level skill with calls in the queue.
• The EAS-PHD customer option adds additional capabilities to the basic EAS
capabilities.
- It increases the number of skills an agent can log in to from 4 to 20
- It increases the number of agent skill priority levels from 2 to 16
For information on converting a call center to EAS, see the chapter on converting a call center
to EAS in the Planning an Avaya Aura ® Call Center Elite Implementation document.

EAS interactions
Unless otherwise specified, the feature interactions for skill hunt groups are the same as for
vector-controlled splits.

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Interaction Description
Abbreviated Dialing Abbreviated Dialing (AD) is used to log in or log out EAS agents. You
can administer AD lists or buttons only for stations.
Add/Remove Skills In an EAS environment, agents can use an FAC to add and remove
skills during a log-in session. Other phone users with console
permissions can add or remove an agent skill on behalf of the agent.
Note that the ability to add or remove skills depends on whether a
user has a COR that allows addition and removal of skills.
Administration EAS log-in IDs are extensions without hardware. Log-in ID
Without Hardware extensions require space in the dial plan.
(AWOH)
Agent Work Mode With EAS, agents can be in a single work mode at a given time for
States all the assigned skills.
Assist You can use the Assist feature with a skill hunt group. For example,
where there is one supervisor per skill hunt group. When an agent
presses the assist button, a call is placed to the supervisor
associated with the skill.
AUDIX™ Calls to the EAS agent log-in ID can cover to AUDIX ™.
AAS If you administer a skill hunt group as AAS, you must also administer
the EAS log-in IDs that are assigned to the skill as auto-available.
When Communication Manager re-initializes, the log-in IDs are
automatically logged in with the auto-in work mode. If any
Communication Manager feature causes a change to the work mode
to anything other to auto-in, the change attempt is denied. AAS is
not intended for human agents.
Automatic Answering Automatic Answer can only be administered for a physical
with Zip Tone extension.
Automatic Callback You cannot activate Automatic Callback to an EAS agent log-in ID.
You can activate Automatic Callback to the phone where the agent
is logged in.
Call Forwarding Skill hunt groups, which are vector-controlled, cannot be call
forwarded. EAS agent log-in IDs cannot be forwarded, but the
physical extension where the EAS agent is logged in can be
forwarded.
Call Park Calls cannot be parked on the skill hunt group extension.
Call Pickup Skill hunt group extensions and EAS log-in ID extensions cannot be
members of a call pickup group.
Class of Restriction Skill hunt groups do have a COR, which is used if the skill hunt group
(COR) extension is called directly.
The COR for an EAS agent log-in ID overrides the COR of the
physical extension where an EAS agent logs in.

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Interaction Description
Class of Service EAS agents do not have a COS associated with their log-in ID.
(COS) Therefore, the COS of the phone is not affected when an EAS agent
logs in.
Directed Call Pickup An EAS agent can use the Directed Call Pickup feature to pick up a
call or have the calls picked up by another agent. The COR of the
agent overrides the COR of the station where the agent is logged
in.
If both the station COR and the logged-in agent COR allow the call
to be picked up using Directed Call Pickup, the agent picking up the
call can use either the station extension or the agent log-in ID.
Displays - Phone When an EAS agent logs in, the display shows the log-in ID and
agent name, as administered on the Agent Login ID screen. Calls
that the agent originates show the agent log-in ID and agent name
at the receiving phone display. However, other users can view the
name of the physical extension where the EAS agent is logged in.
To do this, the user must be active on a call with the agent and must
have a phone with an alphanumeric display and an inspect button.
When the inspect button is pressed during a call to or from the EAS
agent, the physical extension name of the agent is displayed.
Leave Word Calling Calls to the physical extension show the physical extension number
and name on the originator’s display.
When an EAS agent is logged in to a station, the agent can only
retrieve LWC messages left for that agent log-in ID. To retrieve LWC
messages left for that station, the agent must log out.
When an EAS agent is logged in to a station, the message lamp
defaults to tracking the status of LWC messages waiting for the
station. However, you can assign the message lamp to track the
status of LWC messages waiting for the agent log-in ID.
Look Ahead Interflow VDN skills are not sent to another ACD or PBX when a call interflows
using LAI. If skills have the same meaning on both ACDs, an LAI
command to a VDN with the same skills assigned provides a
mapping of the skills.
Message Waiting The Message Waiting Lamp tracks the status of messages waiting
Lamp for the logged in EAS agent log-in ID rather than messages for the
physical extension. The operation of the Message Waiting Lamp can
be changed to track the status of messages waiting for the physical
extension where the agent is logged in. Setting the Message Lamp
Ext field on the station to an extension other than the station default
overrides the agent log-in ID system option for the station. The lamp
does not track the logged-in agent.
Queue Status Physical extensions can be administered with Queue Status
Indications Indicator buttons and lamps for skill hunt groups. Queue Status
Indicators can be administered for all skills required by agents using
that physical extension, provided buttons are available.

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Interaction Description
Service Observing Service Observing is activated in the EAS environment by dialing
either the physical extension of the phone where an EAS agent is
logged in or the log-in ID of the agent.
Tenant Partitioning Tenant Partitioning is designed to support multiple customers using
and Agent Skills the same Communication Manager. Tenant Partitioning separates
entities reducing the interactions between entities in different
partitions.
Assign the same partition number to agents, groups, and entities to
prevent calls from blocking and to prevent any unexpected
interactions that result from mixing tenant partitions. When Tenant
Partitioning is active and used for restriction of service, assign the
same partition number to:
• ACD agents.
• Hunt groups, splits or skills.
• Other entities involved with ACD agents and hunt groups such as
VDNs and announcements.

Note:
An agent skill set must contain skills belonging only to the same
tenant partition. Not doing so can result in unintended
behavior.

VuStats VuStats displays can show an agent skill assignment and some
measurements by skill.

EAS feature interactions

Unless otherwise specified, the feature interactions for skill hunt groups are the same as that
for vector-controlled splits.

Interaction Description
Abbreviated Dialing Use Abbreviated Dialing (AD) to log in or log out EAS agents. You
can administer AD buttons only for stations.
Administration Although EAS login IDs are extensions without hardware, the IDs are
Without Hardware not a part of AWOH.
(AWOH)
Agents in multiple With EAS, the agents in the multiple splits feature is called “Agents
splits feature in Multiple Skills”. With the feature, an EAS agent can log in to multiple
skills.
Agent work modes With EAS enabled, an agent can be in a single work mode for all skills
at any one time. For example, an agent cannot be in the Aux work
mode in one skill hunt group and also available in another skill hunt

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Interaction Description
group. Also, if the ACW mode button is selected, the agent is placed
in ACW for the first skill that is administered and logged in to.
Assist Use the assist button for skill hunt groups, that is, when there is one
supervisor per skill hunt group. You can administer a telephone with
more than one assist buttons for each skill. You can also administer
an assist button with no associated skill. In this case, the supervisor
for the skill that the agent is currently active on is called. If the agent
is not active on any skill, the supervisor for the agent’s first skill is
called.
The assist button selected is tracked as an assist for the current call,
regardless of the skill assigned to the button. The administered
association of an assist button with a particular skill and assigned
supervisor is not affected when an EAS agent logs in to the station.
Audible message If messages are waiting for an EAS agent login-ID extension, an
waiting agent hears a special 5-burst EAS Login-ID Message Waiting tone,
instead of a confirmation tone, after successfully logging in. This does
not require Audible Message Waiting to be assigned to the telephone
or the system.
If Audible Message Waiting is enabled and assigned to an agent’s
telephone and messages are waiting for the agent login ID extension,
the agent hears the Audible Message Waiting tone whenever the
agent goes off-hook, or selects a line appearance and hears dial tone.
Messages that are waiting for the physical extension do not cause an
Audible Message Waiting tone when an EAS agent is logged in.
Auto-Available If a skill hunt group is administered as an AAS, the EAS login IDs
Skills assigned to the skill must also be administered as Auto-Available.
When the switch re-initializes, the login IDs are automatically logged
in with the auto-in work mode. If any switch features attempt to
change the work mode to anything except auto-in, this attempt is
denied. Agents cannot have both Auto-Available and Non-Auto-
Available Skills. This feature is not intended for human agents.
Automatic This feature can be administered only for a physical extension. The
answering with zip feature is not associated with a LoginID.
tone
BCMS The BCMS user interface remains the same when EAS is enabled.
The only change is that the labeling of the headings is changed from
split to skill. When EAS is enabled, BCMS agent reports are based
on the agent login IDs.
BCMS tracks DAC calls as skill calls. DACs affect ACD talk time,
ACW time, and ASA. When DACs are waiting, BCMS displays an
asterisk (*) immediately after the CALLS WAITING column.
BSR EAS VDN skills, 1st, 2nd, and 3rd, can be used in the consider
split or skill commands. EAS skills levels are used for the EAD-MIA
and EAD-LOA BSR Available Agent Strategies.

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Interaction Description
Bridging ACD calls do not alert on bridged appearances. However, bridged
users can activate features on behalf of agents. Features that can be
activated include log in, log out, change work modes, and assist.
Call Coverage Call Coverage can occur whether or not an agent is logged in. If the
agent is not logged in, the busy criteria is met and the call follows the
points on the coverage path. If the agent is logged in but fails to
answer, the don’t answer criteria is met and the call follows the points
on the coverage path. A call to the login ID goes to the coverage path
that is assigned to the login ID rather than to the coverage path that
is assigned to the telephone extension.
Call Detail For skill calls, the called party field can optionally be the agent login
Recording (CDR) ID.
Call Forwarding Since skill hunt groups are vector-controlled, skill hunt groups cannot
be call forwarded. EAS agent login IDs cannot be forwarded, but the
physical extension where the EAS agent is logged in can be
forwarded. If another station with console permissions tries to forward
an EAS login ID, an intercept tone is given.
Call Park To retrieve a parked call by an FAC, the agent dials the Answer-Back
FAC and the extension where the call is parked. If the person who is
unparking the call dials the Answer-Back FAC and the physical
extension of the station where the call is parked, the person is
connected to the parked call.
In some cases, the person who is unparking the call can also be able
to dial the Answer-Back FAC and the logical agent extension of the
agent who parked the call. This operation is possible if the COR of
both the agent parking the call and the telephone or agent who is
unparking the call have a COR with the DAC field set to y. If the
telephone that is unparking the call is not a logged-in agent, the
telephone must have a COR with DAC set to y. If the station that is
unparking the call is a logged in agent, then the COR of the logical
agent extension must have DAC set to y.

Call Pickup Skill hunt group extensions and EAS login ID extensions cannot be
members of a call pickup group.
Class of Restriction Skill hunt groups do have a COR. The COR is used if the skill hunt
group extension is called directly. The COR for an EAS agent login
ID overrides the physical extension’s COR of the telephone that an
agent logged in to.
Class of Service EAS agents do not have a COS associated with their login ID.
Instead, the COS is associated with the physical extension.
Therefore, the COS of the telephone is not affected when an EAS
agent logs in to that telephone.
Dial Plan Agent login IDs are part of the dial plan reducing the total number of
stations.

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Interaction Description
Direct Agent Calling If a called EAS agent login ID and the call originator, that is extension,
(DAC) trunk, or VDN, both have a COR that allows DAC calls, the call to the
login ID is treated as a DAC call. A call to the telephone extension
where an EAS agent is logged in, or a call to an EAS agent login ID
where either the originator’s or the login ID’s COR does not allow
direct agent calls, is treated as a personal or non-ACD call.
Leave Word Calling When an EAS agent is logged into a station, the agent can only
retrieve LWC messages left for the agent ogin ID. To retrieve LWC
messages left for the station, the agent must log out.
When an EAS agent is logged into a station, the message lamp
defaults to tracking the status of LWC messages waiting for the
station. However, you can assign the message lamp to track the
status of LWC messages waiting for the agent login ID.
LAI Skills are not sent to another system when a call interflows using LAI.
If skills have the same meaning on both ACDs, a LAI command to a
VDN with the same skills assigned can provide a mapping of the
skills.
Multiple Split When EAS is enabled, the Multiple Split Queueing feature is called
Queueing “Multiple Skill Queueing”, which has the same functionality. With
multiple split or skill queueing, a call can queue to a maximum of 3
splits or skills.
OCM/EAS If EAS is enabled, the Outbound Call Management (OCM)/EAS
feature is required for a CallVisor ASAI adjunct application to launch
predictive OCM calls. Predictive Calling is an OCM feature often used
in applications, such as sales or cold calling, where it does not matter
which agent is accessed by a caller.
While OCM predictive calling is an OCM application, the EAS
environment provides a number of desirable features for inbound call
handling. With OCM/EAS, you can enable both types of call handling.
From a technical standpoint, if EAS is enabled, the feature is required
for the following reasons:
• All skill hunt groups are vector controlled. However, to launch a
predictive OCM call in a traditional ACD environment, the ACD split
cannot be vector-controlled.
• The traditional ACD environment and EAS cannot be enabled at
the same time.
OCM/EAS extends the ASAI features to include launching predictive
OCM calls from a VDN extension. Previously, ASAI hosts launched
predictive calls only from ACD split extensions. A limited number of
Call Vectoring commands are supported in the VDNs used to launch
or process OCM predictive calls.

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EAS adjunct interactions

This sections describes adjunct interactions with the EAS feature.
ASAI interactions with EAS
ASAI support for EAS is organized in the following categories:
• Call control
• Feature requests
• Value queries
• Event notification
• Adjunct-controlled skills
This section provides a high-level overview of the behavior of ASAI in the EAS environment.
Call control
Call control capabilities work the same way in the EAS environment as in the traditional ACD
environment except for the following:
• User-classified third-party make calls, that is, calls classified by the originator, originate
from an EAS login ID and terminate to a login ID. User-classified calls that terminate to a
login ID are given the same direct agent treatment that is provided for such calls that are
dialed from a station extension.
• Switch-classified third-party make calls, which are classified by a call classifier board and
delivered to the originating hunt group, originate from or terminate to EAS login IDs.
• Direct agent third-party make calls, which are ACD calls terminated to a selected member
of an ACD skill group, can be requested by including a direct agent option, an agent
physical extension and a skill group extension (compatibility mode), or by requesting a
user-classified third-party make call with a login ID destination. The primary differences
between the two methods of requesting direct agent calls are that the compatibility mode
allows the adjunct to specify the skill hunt group to which a given direct agent call is
queued and that the non compatibility mode allows the adjunct to direct the call to a login
ID, regardless of which station an agent is logged in to. Direct agent third-party make calls
do not always originate from an EAS login ID.
• Supervisor assist third-party make calls, which are supervisor assist calls that are
originated by a selected member of an ACD split, originate from an EAS login ID and
terminate to an EAS login ID. Unlike dialed direct agent calls, supervisor assist calls
terminated to a login ID behave as though the calls have been previously directed to the
physical extension of the requested agent. For example, the calls do not cover if the
requested agent is not logged in and if the originator display shows the physical extension
and not the login ID of the agent.
• Extension (Domain) control cannot be requested for an EAS login ID, but can be
requested on behalf of a Logical Agent physical extension. Auto-dial calls, which are calls

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that are initiated by an extension-controlled station, terminate to an EAS login ID, in which
case the call is given direct agent treatment.
• Adjunct-routing calls, which are vector calls routed by an ASAI adjunct by the adjunct
routing link Call Vectoring command, are similar to third party make calls. Such calls
include a direct agent option, an ACD agent physical extension, and a skill extension.
These calls are given compatibility mode direct agent treatment and terminate to an EAS
login ID, in which case the calls are treated as dialed direct agent calls.
• If you enable EAS, ASAI launches the OCM switch-classified or predictive calls from a
VDN extension by the OCM/EAS feature. To launch a predictive call in a traditional ACD
environment, an adjunct OCM application sends an ASAI request to Communication
Manager with an ACD split number as the originating number. The application also sends
flags that identify the call as a switch-classified call. In the traditional ACD environment,
the ACD split cannot be vector-controlled.
Feature requests
Agent login, logout, and change work-mode requests are fully supported in an EAS
environment. Agent log-in requests must contain an EAS agent log-in ID and an optional
password delimited by the pound (#) sign in the log-in request user code IE. Agent logout
requests and change work-mode requests can contain the physical extension or log-in ID of
the agent. Call Forwarding and Send all Calls feature requests are denied for EAS log-in IDs
but can be requested for EAS physical extensions where an EAS agent is logged in.
Multiple monitors
Multiple Monitors provides the option for up to three ASAI applications to monitor the same
ACD split or VDN domain.
This is useful in environments were OCM is primary and can also be used to add an OCM
application to launch calls at off-peak times without disrupting the primary application. Multiple
Monitors can also be used to monitor an ACD split over 2 links in call environments where
ASAI link failure recovery is important.
Value queries
Value queries functions identically in the EAS and traditional environments, except that the
Extension Type/Class Information Query returns a new indication that a requested extension
is an EAS log-in ID along with an indication of whether the log-in ID is currently logged in and
where, in other words, at which physical extension.
Event notification
Because all skill hunt groups are vector controlled, you cannot request for an event notification
on the basis of a skill hunt group extension. You can request for an event notification on the
basis of a controlling VDN extension. Most event reports that involve EAS agents contain the
physical extension of the agent instead of the agent log-in ID.

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Adjunct-controlled skills
Agents with adjunct-controlled skills are treated as adjunct-controlled agents. Adjunct-
controlled agents exhibit the same behavior as agents within adjunct-controlled splits in the
traditional ACD environment. The following list provides more details:
• Stations are locked for all logged-in adjunct-controlled agents. The only action an agent
can take from the station is to go on hook (or unplug the headset) from an auto-answer
station, which causes the agent to be logged out.
• Stations are unlocked whenever the controlling adjunct’s ASAI link stops functioning.
Stations are locked again when the adjunct’s link is reestablished.
• The adjunct controls all skill and agent activities such as login, logout, and change work-
mode (with the exception of agent logout using the telephone hook).
• Only adjunct-controlled calls can terminate to the extension of an adjunct-controlled
agent.
• Only adjunct-controlled calls can terminate to an adjunct-controlled skill hunt group
extension.
• Adjunct-controlled EAS Agents can be administered with only one skill. Accordingly, EAS
agents cannot mix adjunct-controlled and non-adjunct-controlled skills.
Messaging system
Calls to the EAS agent log-in ID can cover to the messaging system. Each agent must enter
the agent log-in ID when calling the messaging system to receive messages.
Messaging-system agents are assigned to EAS agent extensions. The log-in IDs are used for
CMS and BCMS tracking if the associated messaging-system skill hunt group is externally
measured. The aut-msg-wt button or message waiting light can be used to indicate that the
log-in ID has a message.
An agent cannot have both messaging-system and non messaging-system skills.
CMS

Note:
CMS reports show only the first 15 skills that an agent is logged into.
The following items apply to Avaya CMS Agent Tables:
• Separate direct agent database items starting with DA_ are tracked.
• Standard reports combine statistics for direct agent calls and skill calls. However, reports
can be customized to separate these statistical groupings.
The following is true for the CMS Skill Tables:
• Skill queues can be monitored for direct agent calls on the Queue/Agent Summary
report.
• Direct agent calls are not tracked.

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• Agent time while on a direct agent call is tracked as other time.

• Non-ACD calls while in direct agent ACW are tracked.
The following item is true for the CMS VDN/Vector Tables:
• Direct agent calls and skill calls are combined as ACD calls.
Speech-processing adjuncts
Speech-processing adjuncts that have a line interface to the Communication Manager can
initiate direct agent calls by dialing the agent log-in ID.
Listing agents logged in to a split or skill
When administering a split or skill, you can enter list members hunt-group to verify that
all agents are logged out and to identify any agents who are logged in. You can list all logged
in agents for a split or skill, or limit the list to a range of log-in IDs or physical extensions:
• list members hunt-group <hunt group nnn>
• list members hunt-group <loginid nnnn to-loginid nnnn>
• list members hunt-group <ext nnnn to-ext nnnn>
For example, to list the agents logged in to skill 37:
Enter list members hunt-group 37 and press Enter.
The List Hunt Group Members report screen appears.
list members hunt-group 37

HUNT GROUP MEMBERS

Group Number: 37 Group Name: Platinum Card Group Extension: 3002

Group Type: ucd-mia ACD? y Skill? y Members: 4

Phys Phys Login Login Agt Per Wrk

Ext Name Ext Name Prf Lvl All SO DF Tim Occ
1: 1002 1002-Al MacInni 2902 Agent 2902 grt 04 y 10 33
2: 1022 1022-Kelly Chas 2901 Agent 2901 lvl 14 n 15 55
3: 1001 1001-Chris Pron 2904 Agent 2904 pal R2 n 0 0
4: 1021 1021-Maria Esta 2903 Agent 2903 pal 08 30 y 18 45

Note:
This screen shows a system using EAS and Avaya Business Advocate. For systems
without these features, the related columns are blank.
You can also use this command to list the agents administered in non-ACD hunt groups.
However, since non-ACD hunt groups do not use agent log-in IDs, the report does not identify
agents who are currently active.

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 Forced Agent Logout by Clock Time

Forced Agent Logout by Clock Time

With Forced Agent Logout from Clock Time, administrators can:
• Set a specific time when Communication Manager automatically logs out EAS agents.
• Set a logout reason code for agents on a system-wide basis.
• Administer Communication Manager so that agents can override the forced logout when
agents press a forced logout override button.
If the agent is still on an ACD call when the forced agent logout time is reached, the agent is
put into the pending logout mode. In pending logout mode, the forced logout override button
flashes, and the agent hears a repeating tone. The forced logout occurs when the call is
disconnected.

Forced Logout Override

Agents can cancel a forced logout by performing any of the following actions:
• Pressing the flashing forced logout override button during a pending logout.
• Pressing the forced logout override button anytime during the agent's shift. The forced
logout time resets for the next day.
• Logging in again after being logged out due to forced logout. The forced logout time resets
for the next day.

Note:
The agent can toggle the forced logout override button to remove the override.
The forced logout override button flutters in one of the following conditions:
• The administrator does not configure the logout time on the Agent LoginID screen, but
the agent presses the forced logout override button.
• The forced logout time elapses, and the agent presses the button.

Forced Agent Logout from Clock Time example

The ABC call center has groups of agents in several different time zones. The shift log out
times vary based on the local time for each of the groups of agents. Agents sometimes leave
their position without logging out at their designated time.

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The ABC call center wants to use the Forced Agent Logout by Clock Time to set a TOD for
automatically logging out such agents. Forced Agent Logout by Clock Time will be set up for
some of the agents who have in the past forgotten to logout.
In this example, the main system clock is in the central time zone. The following table shows
the assignments required for the Forced Agent Logout by Clock Time feature.

Agent Log-in ID Local logout “Forced Agent Physical Location for

time Logout After” station physical station
field setting (set (used for time zone
on Login ID offset and DST rule)
screen)
1 1001 8:10 am 08:15 3001 2
2 1002 5:30 pm 17:30 3002 2
3 1003 12:15 pm 12:15 3003 1
4 1004 4:50 am 05:00 3004 7
5 1005 5:45 pm 17:45 3005 7

Set the Feature Related System Parameters field Clock Time Forced Logout Reason Code
to 2. This sets logout reason code 2 to be used for this type of logout.

To help you understand how the local time will be determined, the following table shows an
example of the locations screen setup for this configuration. Normally the locations screen
setup will be part of the original system and station set configuration, and will not need to be
configured as part of the Forced Agent Logout by Clock Time feature.

Location Name Time zone offset DST rule

1 Main (in Central + 00:00 1
Time)
2 Mountain time - 01:00 0
location (Phoenix)
...
7 Eastern time location + 01:00 3

Note:
The time zone offset is defined relative to the main location.

Forced Agent Logout from Clock Time interactions

Only the features that are impacted by the Forced Agent Logout from Clock Time feature are
described in this section.

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 Forced Agent Logout by Clock Time

Interaction Description
Call Hold If the agent has ACD or DAC calls on hold when the forced logout
time is reached, the agent is put into a pending logout mode. If the
agent has non-ACD calls on hold, the forced logout occurs at the
assigned time.
Call Work Codes or If a forced logout time is reached when the agent is in the process
Stroke Counts of entering a Call Work Code (CWC) or Stroke Count and the digits
message is not sent to reporting adjunct, the message is aborted
and the CWC session is closed. Even if the setting of the CWC is
forced, the agent is allowed to be logged out during ACW and this
log out takes precedence over the CWC entry. An agent on an ACD
call remains connected while in pending logout mode and can
complete entering and sending the CWC or stroke count.
Caller Info Display When a forced logout occurs, the Callr-Info from collected digits that
is displayed on the station is cleared.
Conference A forced logout occurs when an agent is in a conference call unless
it is an ACD call that came directly to the agent, or if the agent has
an ACD call on hold. If either of the conditions exist, the agent is put
into pending logout mode while remaining connected to the
conference.
DAC The Forced Agent Logout by Clock Time feature applies to an agent
handling a Direct Agent Call (DAC) after the DAC is released.
Forced Logout Forced Logout Override is initiated when an agent presses the
Override forced logout override button, causing the lamp to light. If the button
is on, that is, lamp is lit, the system does not log the agent out when
the forced logout time arrives.
Improved Integration Do not use the Call Center 4.0 Forced Agent Logout by Clock Timer
with Proactive feature with the Call Center 4.0 Improved Integration with Proactive
Contact Contact Outbound Calling capability. The Proactive Contact system
places a PC agent in the Aux work mode when the agent is making
an outbound PC-imitated call. If the administered time for Forced
Agent Logout by Clock Time is reached, the PC agent is logged out
immediately.
Manual-In Mode, A pending forced agent logout takes precedence. When the ACD
Pending ACW, and call is released, the agent is logged out and not put into the ACW
Timed ACW state.
Multiple Call Agents not on an ACD call or with ACD calls on hold are logged out
Handling when the administered time for forced logout occurs. If the agent has
ACD calls on hold, the agent is put into pending logout mode. The
calls remain connected and the agent is not logged out and reported
to reporting adjunct until all of the ACD calls are disconnected.
Multiple Locations The forced logout is specified in the local time for the agent station.
Feature The local time for the agent is determined using the assigned
multiple locations feature location number for time zone offset and
Daylight Saving Time (DST) rule. The time zone offset and DST rule

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Interaction Description
assigned to the location number for the agent is applied to the main
switch clock time, which also has an assigned DST rule, to determine
the current time local to the agent. If the multiple locations feature is
not active, the default location 1 is used. In this case, the time zone
and DST rule assigned to the main location is used to determine
local time.
Non-ACD call A forced logout occurs at the assigned time when an agent is
connection connected to any incoming or outgoing destination that is not an
established ACD, ACDO, or DAC call. The reporting adjunct sees
the agent as logged out and does not record any subsequent actions
from the station. No other events are logged even if the agent is in
the middle of dialing, being called by an ACD or non-ACD call, on a
trunk, hearing an announcement, in vector processing, or queued to
an ACD or non-ACD hunt group.
Pending Logout If the agent is still on a call when the forced agent logout time is
Mode reached, the agent is put into pending logout mode. The forced
logout override button flashes and the agent, a service observer or
anyone else connected to the agent in a conference hears a
repeating tone. The caller cannot hear this tone. This tone has
precedence over any other tones including: Service Observing
tones, call-waiting tones, music on hold, or conference tones. When
the call is released or disconnects, the forced logout occurs.
Reason Codes A specific logout reason code as defined on the Feature-Related
System Parameters screen is sent to the reporting adjuncts and
BCMS/VuStats as the reason for the forced logout.
Supervisor Assist A forced logout does not occur if a supervisor is logged in as an agent
and assisting an agent with an ACD call that the agent received. The
logout does not occur because the forced logout is not directed at
the supervisor’s login.
Transfer If an agent is in the process of transferring an ACD call when a forced
logout time is reached, the agent is put in pending logout mode. The
forced logout occurs when the transfer is completed.
If the agent is transferring a non-ACD call when a forced logout time
is reached and there are no ACD calls on hold, the forced logout
occurs at the assigned time.
VuStats Active VuStat sessions reflect the system-assigned forced agent
logout reason code when displaying the statistics for that reason
code.

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 Forced Agent Logout/Aux Work by Location/Skill

Forced Agent Logout/Aux Work by Location/Skill

Use Forced Agent Logout/Aux Work by Location/Skill to force all agents in a location or skill
to either log out or to enter the Aux Work mode.

Note:
The feature does not apply to Auto-Available Splits/Skills (AAS).
Forcing agents to either logout or to enter the Aux Work mode is a two-step process that you
can perform directly from a phone by dialing a Feature Access Code (FAC) or a VDN:
1. A supervisor, using an administered workstation, dials the administered FAC to do
perform one of the following tasks:

FAC Action
Forced Agent Logout by Log out all the staffed agents in a particular
Location location
Forced Agent Aux Work by Put all the agents in a location into Aux work
Location mode
Forced Agent Logout by Skill Log out all the agents who are logged into a
particular skill
Forced Agent Aux Work by Put all the agents in a skill into Aux work mode
Skill

Note:
When the FAC for Forced Agent Aux Work by Location is entered, the system
validates the location to be in the range of allowable locations. One (1) is a valid
location digit string when Multiple Locations is set as n. When Multiple
Locations is set as y, the range is 1-50 for small systems and 1-250 for others.
The location digit string is not validated against the list of administered location
numbers.
2. After entering one of the Facility Access Codes on a phone, the supervisor hears
another dial tone. The supervisor then enters the location or skill number of the
agents to log out or to put the agent in the Aux Work mode. For example, if the FAC
for Forced Agent Logout by Location is *46, and the location is 9, the supervisor
dials *46, waits for a second dial tone, then dials 9#. The supervisor hears a
confirmation tone.
To access an FAC that performs Force Agent Logout/Aux Work by Location/Skill:
1. Create a vector that contains a route-to <number> vector step. The vector step
references the appropriate FAC. The vector can also contain, for example, vector

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steps to prompt the supervisor for a password as a security measure, and steps to
prompt for and collect the location or skill number.
2. Create a VDN that references the administered vector.
3. The supervisor calls the VDN.
When the forced logout operation occurs, if an agent is on an ACD or DAC call, or has ACD/
DAC calls on hold, the agent hears the forced logout tone and is put in the Pending Logout
mode until the calls release. However, if the agent is on a non-ACD call or has only non-ACD
calls on hold, forced logout occurs immediately, whereas a forced Aux Work mode change
remains pending until any non-ACD calls release. The agent stays connected to the non-ACD
call after being logged out.
For the forced logout or Aux features, an agent is treated to be in a particular skill if logged into
the skill at the time the feature request is made. Pending logout applies only to those
agents.

Note:
To assign the feature to multiple agents, assign the agents a common skill number. The
number can then be easily used to force logout or change to the Aux Work mode.
You can view entries of successful Forced Logout/Aux mode by Location/Skill events on the
Events Report screen. The category for Forced Logout/Aux mode events is feat_event, Event
Data 1 is the location or skill number.
display events

EVENTS REPORT

Event Event Event Event First Last Evnt

Type Description Data 1 Data 2 Occur Occur Cnt

3800 Frcd lgout by loc invoked 1 0 12/03/16:42 12/03/16:42 1

3801 Frcd lgout by skl invoked 501 0 12/03/16:42 12/03/16:42 1
3802 Frcd aux by loc invoked 8 0 12/03/16:42 12/03/16:42 1
3803 Frcd aux by skl invoked 42 0 12/03/15:47 12/03/15:47 1

Note:
When you enter the FAC to force an agent in a location into the Aux Work mode, the system
validates against a list of administered location numbers. One (1) is a valid location digit
string when Multiple Locations is set as n. When Multiple Locations is set as y, the range
is 1-50 for small systems and 1-250 for others. The location digit string is not validated.

Logging out all the agents in a location

Before you begin
The Class of Restriction (COR) for the station which the supervisor uses to force an action
must have the permission to do so, as indicated by the Can Force a Work State Change
field.

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 Forced Agent Logout/Aux Work by Location/Skill

Each agent whose work state is being changed must have the COR Work State Can Be
Forced field set to y.
Forced Logout by Location applies only to the server on which you administered the feature.
If the system is fragmented into multiple servers [Main/Local Survivable Processor (LSP) /
Enterprise Survivable Server (ESS)], you must administer the feature separately on each
individual server.
About this task
By completing the following steps, a supervisor can log out all the agents in the location 3.
Procedure

1. A supervisor, using an administered workstation or a route-to number vector

step, dials the FAC for forced logout of agents in a location: *46.
2. The supervisor dials the location code with # (this terminates the digit string) suffix:
3#.

Result
All the agents logged into location 3 are logged out.

Remotely forcing all agents in a location/skill to logout/Aux work

mode
Before you begin
1. You must set up the Feature Access Codes (FAC). For information, see
“Administering Forced Agent Logout/Aux Work by Location/Skill” in the
Administering Avaya Aura ® Call Center Elite Features document.
2. Assign a common skill or location number to all the agents to be forced to logout or
to the Aux work mode.
3. The Class of Restriction (COR) for the station which you are using to force an action
must have the permission to do so, as indicated by the Can Force a Work State
Change field.
About this task
Using the following steps, a supervisor can remotely force all agents in a location or skill to
logout, or enter the Aux work mode:
Procedure

1. Create a vector that contains a route-to number vector step that routes to the
appropriate FAC. The vector can also contain, for example, vector steps to prompt
the supervisor for a password as a security precaution and steps to prompt for and
collect the location or skill number.

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For example, if the FAC is *22, the vector step is: route-to number *22
2. Create a VDN that references the administered vector.
3. Call the VDN.
You will hear a 2nd dial tone as a prompt to enter the location or skill.
4. Dial the appropriate location or skill number of the agents followed by #.

Example
You can see entries of successful Forced Logout/Aux mode by Location/Skill events on the
Events Report screen. The category for forced logout/Aux mode events is feat_event, Event
Data 1 is the location or skill number.
display events

EVENTS REPORT

Event Event Event Event First Last Evnt

Type Description Data 1 Data 2 Occur Occur Cnt

3800 Frcd lgout by loc invoked 1 0 12/03/16:42 12/03/16:42 1

3801 Frcd lgout by skl invoked 501 0 12/03/16:42 12/03/16:42 1
3802 Frcd aux by loc invoked 8 0 12/03/16:42 12/03/16:42 1
3803 Frcd aux by skl invoked 42 0 12/03/15:47 12/03/15:47 1

Note:
When the forced logout/Aux operation occurs, if an agent is on an ACD or DAC call or has
ACD/DAC calls on hold, the agent is put in pending logout/Aux mode until the calls are
released. However, if the agent is on a non-ACD call and/or has only non-ACD calls on hold,
forced logout occurs immediately while the agent remains connected to the non-ACD call,
whereas a forced Aux mode change remains pending until any non-ACD calls are
released.
For the forced logout and forced Aux features, an agent is treated to be in a particular skill
if the agent is logged into the skill at the time the feature request is made. Pending logout
also applies only to those agents.

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 Forced Agent Logout from ACW

Remotely forcing all agents in a location/skill to logout/Aux work

mode in one step
Before you begin
1. You must set up the FAC. For more information, see “Administering Forced Agent
Logout/Aux Work by Location/Skill” in the Administering Avaya Aura ® Call Center
Elite Features document.
2. Assign a common skill or location number to all the agents to be forced to logout or
to be put in the Aux work mode.
3. The COR for the station which you are using to force an action must have the
permission to do so, as indicated by the Can Force a Work State Change field.
About this task
Using the following steps, a supervisor can remotely force all agents in a location/skill to logout
or in the Aux work mode:
Procedure

1. Create a vector that contains a route-to number vector step that routes to the
appropriate FAC. The vector can also contain, for example, vector steps to prompt
the supervisor for a password as a security precaution and steps to prompt for and
collect the location or skill number.
For example, if the FAC is *22 and the location or skill is 1, the vector step is: route-
to number *221#
2. Create a VDN that references the administered vector.
3. Call the VDN.
All the agents logged in to skill or location 1 are logged out.

Forced Agent Logout from ACW

Forced Agent Logout from After Call Work (ACW) automatically logs out an EAS agent who
spends more than the predetermined time in the ACW mode. You can specify the time out
period on a per-system basis and can also choose to override this value on a per-agent basis.
The time out is reported with an assignable reason code set on a per-system basis. The per-
agent time out setting takes precedence over the per-system setting.
Note:
For auto-in agents, Timed ACW takes precedence over Forced Agent Logout from ACW.

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Use Forced Agent Logout from ACW when you:

• Require that agents do not remain in ACW longer than a set time limit in order to monitor
agents who exceed the time limit.
• Logout agents who walk away from their position while in the ACW mode.

Forced Agent Logout from ACW interactions

Only the features that are impacted by the Forced Agent Logout from ACW feature are
described in this section.

Interaction Description
Call Work Codes and If the agent is in the process of entering a Call Work Code (CWC) or
Stroke Count Stroke Count and the Forced Agent Logout from ACW timer expires
before the Digits message is sent to CMS, the following actions
occur:
• The software aborts sending the message.
• The CWC session is closed as the agent is being logged out.
Even if the setting for CWC is forced, logging out of the agent is
allowed and takes precedence over the CWC entry.
Direct Agent Calls After an agent handles a Direct Agent Call (DAC), the Forced Agent
Logout from ACW feature applies when the agent enters the ACW
state after the DAC is released.
Multiple Call An agent in ACW is logged out because the Forced Agent Logout
Handling from ACW timer has expired, even if the agent has ACD calls on
hold.
Timed ACW Timed ACW immediately switches an auto-in agent into the ACW
mode for a specific length of time after the agent disconnects from
a call.
• If the agent disconnects from a call while in auto-in mode, the
Timed ACW settings apply and the agent is not logged out based
on the Forced Agent Logout from ACW settings.
• If the agent, after disconnecting from a call, uses the ACW button
to enter ACW, or enters ACW while in Manual-In mode, the Forced
Agent Logout from ACW feature settings apply.

Inbound Call Management

With Inbound Call Management (ICM), you can integrate Communication Manager features
with host-application processing and routing, and automate the delivery of caller information

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 Inbound Call Management

on the display screen of the telephone. You can create a sophisticated system to handle
inbound calls for applications such as telemarketing and claims processing. To implement ICM,
you must integrate Communication Manager features such as ACD, EAS, Call Vectoring, DAC,
and Call Prompting, with an application on a host processor.
The host application or adjunct can be a CallVisor or a personal computer, an IVR system, or
a telephony services server serving a local area network, or a vendor application using the
CallVisor ASAI. A CallVisor ASAI link between Communication Manager and adjunct allows
the adjunct to control incoming call processing and routing.
You can automate and associate an ACD agent telephone display with new and transferred
calls, and assist calls to a supervisor. You can display incoming call information such as Calling
Party Number (CPN), Billing Number (BN), and Dialed Number Identification Service (DNIS).
You can also set up the adjunct to retrieve caller information from a database and display the
information on an agent screen, based on the service dialed.

ICM applications
• Communication Manager passes the Calling Party/Billing Number (CPN/BN) information
and routes the call to an adjunct application for screen pop and supervisory transfers with
screen duplication.
• Communication Manager sends to the adjunct application both caller and prompter
information on all incoming calls to a particular number. According to caller information in
a database, the application directs Communication Manager to route the call. For
example, the call can be routed to a preferred agent, to best customer treatment, or to
accounts receivable.
• Communication Manager uses Call Prompting to retrieve a customer account number
and passes the information to the adjunct for call routing or screen pop.
• Communication Manager connects the caller to a VRU, along with caller CPN/BN and
DNIS information. The caller interacts with the VRU to direct how the call is handled.
Communication Manager verifies the identity of the caller and provide access to database
information such as claims status or account balance.
• With DAC calls, an adjunct application can transfer a call to a specific ACD agent and
have the call treated as an ACD call and tracked on CMS.
• An adjunct application can attach information used by another application to an ICM call
using User-to-User Information fields. The adjunct transfers the call, along with the
application-specific information, over Primary Rate Interface (PRI) trunk to a CallVisor
ASAI application at another Communication Manager. For example, an application at one
Communication Manager can determine the account or claim number of the caller and
pass the information to a special list on another Communication Manager, where an
application transfers the call.

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Agent data screen delivery applications

You can use an Interactive Voice Response (IVR) to deliver appropriate display data about
callers to agents. You can pass information such as CPN/BN, DNIS, LAI information, digits
collected from Call Prompting, and which agent is selected to an IVR system. The IVR delivers
the appropriate data screen to the agent who takes the voice call. The IVR system can transfer
or duplicate data screens for transferred or conferenced calls.
A simplified configuration for the use of an IVR for agent data screen delivery applications is
shown in the following figure.

Note:
An IVR VIS is used as an example - other adjunct processors have similar capabilities but
must be verified for a particular application. If the host supports ASAI, the IVR system is not
needed.

1. Telephone
2. ISDN-PRI
3. Avaya switch
4. ASAI
5. IVR
6. Host
7. Agent data terminal
8. Agent telephone
General processing for this type of application occurs as follows.

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 Inbound Call Management

1. An IVR system or host requests notification for events such as call offered, call
ended, call connected, call dropped, call transfer, and alerting.
2. The communication server notifies the IVR system with event reports when the call
arrives, when the agent answers, and when the call drops.
3. The IVR system sends information to the host application so the host application
can send a data screen to the data terminal of the agent.
The IVR system can determine when a call drops before being answered and can track
abandoned calls or use CPN/BN information for callbacks.

Integration with speech processing adjuncts

You can use ICM for integration with VRUs. The advantages of using ICM with the CallVisor
ASAI in addition to the tip or ring interfaces are as follows:
• Data-screen integration is provided on transferred calls.
• Answer notification is provided on internal calls. The CallVisor ASAI capabilities let you
know what happens with the call.
• ISDN network information, such as CPN/BN and DNIS, is delivered to agents. Call
prompting for this information is not necessary.
A simplified configuration of this application is shown in the following figure.

Figure 3: Simplified ICM configuration for speech processor integration

1. Phone
2. ISDN-PRI
3. Avaya switch
4. ASAI
5. Speech processor

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ACD features

6. Tip/ring lines
7. Agent phone
8. Agent data terminal
9. Host
General processing for this type of application occurs as follows:
1. Communication Manager uses the CallVisor ASAI link to pass incoming call
information to the IVR.
2. The split or skill distributes the call to an available voice line.
3. After collecting the digits using a DTMF keypad, the IVR transfers the call to a split
or skill or to a specific agent using CallVisor ASAI.
4. If the call is transferred to an agent, Communication Manager uses the CallVisor
ASAI link to pass an event report on which agent receives the call.
5. The IVR forwards the agent ID to the host application which delivers a data screen
to the agent.
6. Agents can view the collected digits on the data terminals. Except for the dialed
number, information from an IVR cannot be carried with the call and displayed on
a phone. For example, digits collected in an IVR adjunct cannot be passed to
Communication Manager for display.
7. If the collected digits is an extension where the call is being routed, the routing digits
are passed to Communication Manager as the destination in the CallVisor ASAI
third-party make-call request. The IVR uses the request to set up various types of
calls.

Host or adjunct call routing

The host or an IVR system adjunct uses incoming call information to route the call to a split or
skill, vector, particular agent, or location off the communication server. The IVR system can
also direct the system to handle the call as a priority call. Routing can be based on the caller’s
area code or country code, digits collected using Call Prompting, dialed number or service,
agent availability, or information in a customer database.
To implement this type of call routing, make sure that calls come into a vector that contains an
adjunct routing vector command. This command causes the communication server to
initiate the route CallVisor ASAI capability. Vector processing occurs while the caller waits. A
default split or skill or answering position can also be specified in the vector, in case the IVR
system does not respond in the administered amount of time (determined by the
announcement/wait steps). Announcement and wait steps are needed to give the host time to
respond.

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 Inbound Call Management

Note:
If the Display VDN for Route-to DAC option is enabled, and an adjunct vector step results
in a direct agent call to an EAS agent, the VDN name is provided in the same manner as
when a route-to digits or route-to number vector command is used.

For adjunct routing, if the call queues to a split or skill or leaves vector processing, a route-end
request is sent to an IVR system.

ICM considerations
• ICM traffic.
• Rated Communication Manager capacity.
• CallVisor ASAI interface traffic.
• Rated capacity of the adjunct application processor.

Note:
Avaya Technical Design Center can provide planning assistance.
• CallVisor ASAI and BX.25 CPN/BN-ANI are not supported simultaneously.
• Direct agent calls are allowed only if the caller and the receiving agent have a Class of
Restriction (COR) that allows Direct Agent Calling (DAC).
• Direct agent calls cannot go through vectors.
• Direct agent calls cannot be made over a DCS link. If the receiving agent is not an internal
extension, the call is denied.

ICM interactions
Call Prompting: Digits collected by Call Prompting are passed with current call information to
an IVR system adjunct.
Direct Agent Calling: DAC allows an adjunct to direct a call to a particular ACD agent and
have the call treated as an ACD call. Calls that enter the communication server as ACD calls
and are routed to a particular agent using adjunct routing, or are transferred using a third-party
make-call request, are treated as ACD calls for the duration of the call. See Automatic Call
Distribution for more information on direct agent calls.
Priority Calling: CallVisor ASAI allows both Priority Calling and DAC for the same call.

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Information Forwarding
Information Forwarding sends call related information, such as Universal Call ID (UCID), ASAI
data, collected digits, active VDN name, wait time, Automatic Number Identification (ANI),
Calling Line Identification II (Information Indicator) Digits (CLID), and Customer Information
Forwarding (CINFO), with calls over public and private networks using Integrated Services
Digital Networks (ISDN) or Session Initiation Protocol (SIP) trunks. You can configure private
networks for QSIG or non-QSIG protocols. You can also use the call data derived from
Information Forwarding to enhance call processing, customer service, and data collection.
Whenever Communication Manager interflows a call over ISDN trunks such as PRI or BRI or
SIP trunks by means of a route-to (with Look-Ahead Interflow active), queue-to best, or
check best command, the following information is sent with the call using user-to-user
information transport and can be used by adjuncts or displayed at the receiving communication
server:
• ASAI user information
• the name of the active VDN (LAI DNIS)
• other LAI information (a time stamp showing when the call entered the current queue, the
call’s priority level in its current queue, and the type of interflow)
• any collected digits (this does not include dial-ahead digits). These digits are available for
processing at remote vectors and/or displaying to the agent.
• the number of seconds that the call has already spent in vector processing (called in-VDN
time)
• Universal Call ID (UCID)

Note:
Sending of information depends on priority settings and activated features. Also the
communication server version must be V6 or later.
You can set up Asynchronous Transfer Mode (ATM) and IP trunking to emulate ISDN PRI. For
more information, see the Administering Network Connectivity on Avaya Aura ® Communication
Manager and ATM Installation, Upgrades and Administration using Communication Manager
documents.

Information Forwarding benefits

The following table lists Information Forwarding benefits:

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 Information Forwarding

Function Benefit
Improved agent efficiency Forwarding of original caller service requirements and
and service to call entered prompted digits speeds service to the caller and
saves the agent time.
Improved network-wide call Forwarding of UCID, In-VDN-Time and collected digits allows
tracking tracking as a single call and provides a network-wide view for
call statistics.
Improved CTI integration Forwarding of UCID, In-VDN-Time, and collected digits
provides screen pop and database access applications
across sites.
Forwarding of original call Faster and more efficient agent handling, better service to the
service requirements (VDN caller, and improved CTI integration
Name or DNIS)
Transport of UCID Improved call tracking as a single call and CTI integration
Collected Digits Transport Better service to the caller because the caller doesn’t have to
repeat input of information, more information for the agent,
better and faster call handling, improved call tracking
because the collected digits are included with the call record,
and improved CTI integration
Forwarding of In-VDN Time Improved call tracking as a single call and end-to-end time-
before-answer statistics
Support of ASAI user CTI integration
Information Forwarding

Data handled by Information Forwarding

The following table shows the call related information you can send through Information
Forwarding depending on your trunk type:

Incoming call-related information Supported

trunks
ANI ISDN
SIP
II-Digits ISDN
CINFO ISDN
Adjunct Switch Application Interface (ASAI) provided user ISDN
information SIP
(ASAI provided user
information is the only
information provided if the
SIP trunk group is

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Incoming call-related information Supported

trunks
assigned as “service
provider”.)
Look-Ahead Interflow (LAI) information, such as the in-queue ISDN
timestamp, VDN name, and network provided caller
information, including priority level and type of interflow.
Universal Call ID (UCID) - UCID provides a unique identifier for ISDN
each call that is used to track the call. For more information, see SIP
“Universal Call ID” in the Avaya Aura ® Communication Manager
Feature Description and Implementation document.
Interflowed Collected Digits and in-VDN time data. ISDN
SIP

ASAI shared UUI data conversion

The outgoing trunk interface treatment controls whether the ASAI data format is shared or non-
shared:
• If the outgoing trunk interface is non-shared, ASAI UUI data stored in shared format is
converted to the non-shared (service provider) format.
• If the outgoing trunk interface is shared, ASAI UUI data stored in shared format is sent in
shared format.

Information Forwarding detailed description

In the past, for ISDN trunks, look-ahead interflow transported the LAI Information Element (IE)
in codeset 6 or 7, which functioned over non-QSIG private networks, but only over certain
public networks.
Now, call centers can transport application information (including the LAI information) over
many more public ISDN networks using User to User Signaling (UUS) Supplementary Services
that incorporate user-to-user information (codeset 0 UUI). Information passes over QSIG
private networks using manufacturer specific information (MSI - codeset 0 Facility IE) in various
messages.
Beginning with Call Center 5.0, user-to-user information can also be transported over SIP
trunks.

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This feature:
• Enables multiple applications on the communication server to share the contents of the
UUI IE or MSI
• Allows for backwards compatibility with software prior to the DEFINITY R6.3.

Support of call center features

Information transport supports these call center features:
• Enhanced Look-Ahead Interflow: Routes calls from busy call centers to centers that are
less busy.

Note:
Look-Ahead Interflow information can be forwarded using information transport or the
traditional codeset 6/7 LAI IE.
• Best Service Routing: Routes calls to the best available agents irrespective of the agent
location.
• Universal Call ID: Provides a means to collect and trace call data from multiple call
centers.

Determining user information needs

User information rules
The network byte limit on user information contents, that is, the user data part of the UUI, must
be large enough to carry the data needed for the customer application.
To forward information over a network that does not support a minimum of 82 bytes of user
data, you must determine the space required for the application and adjust priorities
accordingly.
The network byte limit on the user data part of the UUI user information must carry the data
required for the customer application.
The UUI IE for ISDN uses three bytes for the IE header information and allows from 32 bytes
to 128 bytes for the user data portion. For example, if the network can transport 32 bytes of
user data, the UUI IE header length is 35 bytes.
The UUI for SIP includes the same data as the ISDN UUI IE except for the first two bytes in
the UUI IE header information. For example, if the network can transport 32 bytes of user data,
the UUI header length is 33 bytes.
The user information capacity need is determined by adding the space required for each data
item to be transported based on the following rules.

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Rule Description
Minimum and Communication Manager supports a maximum of 128 bytes of user
maximum byte data for UUI. Some network providers can impose limitations on the
lengths supported user data.
User data length Each shared data item requires two bytes for the application
header. The application header is the application identifier and the
application data length. The application data length depends on the
configuration of the customer application, except for UCID, In-VDN
time, and Other LAI. The applications have a fixed byte length.
Byte length overruns If the administered overrun for the data length is exceeded, the
lowest priority items are not included until the remaining data fits. If
a specific data item at a higher priority exceeds the administered
Maximum UUI size setting, that item is not sent, leaving room for
other lower priority items.
Priority settings If the data item priority is left blank on the Shared UUI Feature
Priorities page of the Trunk Group screen, the data item is not sent
and no space is allocated for the data item.
QSIG considerations QSIG signaling and networks do not have user information size
limits. QSIG signaling and networks support sending of MSI for user
data items at the maximums. You do not have to determine space
allocation and administration of priorities for QSIG networks.
ASAI data length If the network supports 128 bytes and less than 78 bytes of ASAI
considerations user data is required, you do not have to determine space allocation
or administer priorities.
If the ASAI user data is greater than 78 bytes, you can have up to
96 bytes of ASAI user data, that is, 98 bytes with the application
header. When setting priorities and determining how much ASAI
user data to support for the application, pay attention to the need
for other interflow shared data transport. If the network supports all
128 bytes and all interflow data at their maximums is transported
(48 bytes), the maximum length for ASAI user data is 80 bytes (78
bytes plus the application header). If all 96 bytes of ASAI user data
is required (plus 2 bytes for the application header), only 30 bytes
is available for other interflow data.
With the service provider trunk group for UUI transport (non-shared
UUI), the UUI transports only ASAI UUI. The first byte of the UUI
contains the UUI codepoint, which is 0x7E, followed by the byte that
is set to the length of the following bytes. The next byte is the UUI
protocol discriminator which, is unusually set to 0x00, that means
the following data (ASAI UUI data) is in a user specified format.
Another possible setting for the protocol discriminator is 0x04,
meaning that the following data is in the IA5 (ASCII) character
format. With service provider non-shared UUI format the protocol
discriminator setting is retained by Communication Manager and
included in the ASAI UUI IE sent to a CTI adjunct.
The shared format for the trunk group UUI transport is a multi-data
element format that contains the UCID, ASAI user data, collected

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Rule Description
digits, and the VDN name associated with the call. Each data
element is designated by a unique op code defined by the Avaya
shared UUI specification. The ASAI user portion of the shared UUI
consists of the op code (0xC8) and the data length byte followed by
the user data.
The ASAI UUI portion of the shared UUI does not contain a protocol
discriminator field that is included with the non-shared UUI. When
an ASAI UUI IE is created for passing to an adjunct, Communication
Manager inserts a 0x00 for the protocol discriminator.

Note:
In most cases the application must not rely on the setting of the
protocol discriminator since the discriminator is not meaningful
except to account for the discriminator as being part of the
format.
If the Call Vectoring set command initially creates the ASAI UUI
data, the protocol discriminator is always set to 0x04 in both the
service provider and shared cases by Communication Manager,
otherwise the protocol discriminator setting is not changed. In the
case of shared the UUI IE protocol discriminator is set to 0x04
regardless of what else is carried by the shared UUI. The set
command defines the data bytes following the protocol
discriminator which is limited to the decimal digits (0 - 9) subset of
the ASCII (IA5) character set.
The SIP UUI format is basically the same as the ISDN format but
without the first two bytes (the 0x7E op code and length byte). The
SIP UUI is in an ASCII string of hex characters (two for each byte)
starting with the UUI protocol discriminator byte (00 or 04).

Bytes length ranges for UUI user data

The following table specifies the minimum and maximum byte lengths used to send user data
over call center networks.

Type of Total user data bytes Description

user data (with 2-byte header)
ASAI 2 to 98 or 0 (calculated Required for certain CTI applications when the CTI
by 1 byte per byte of application sends user information and the amount of
ASAI user space is determined by the application. For example,
information) 34 bytes is required if the application sends 32 bytes
of data. Sending more than 78 bytes of ASAI data (80
bytes with the application header) reduces capacity
for other interflow data.
UCID 10 or 0 A unique tag that identifies the call that this message
is being sent for and the other information included in
the UUI applies to. The priority for this element can be
set between 1 to 7 (1 is the highest) or a blank. The
default for this element is priority 2. If blank, this field's
information is not forwarded.

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Type of Total user data bytes Description

user data (with 2-byte header)
Used by BSR to track calls across multiple sites.
Trunk group setting and/or system feature settings
control transport of UCID data, even when the priority
is set to 1. When the data item is not included, it does
not take up any space.
In-VDN 4 Used by BSR to determine time before answer and
Time call tracking across sites. This data type can be
eliminated when short waiting times are anticipated.
If the priority field is not blank, it is always included.
VDN Name 2 to 17 (calculated by Used by BSR, but can be eliminated if receiving sites
1 byte per character in use dedicated VDNs that display equivalent
name) maximum of 15 information to the answering agent.
An interflowed call that is received without the
originating VDN name uses the incoming VDN name.
If the priority field is not blank, the 2-byte header is
always included.
Collected 4 to 11 or 0 (calculated Requires a whole byte for an odd number of digits. For
Digits by 1 byte per 2 digits example, 1 digit requires 2 bytes (1 plus 1), 7 digits
plus 1) maximum of need 5 bytes (4 plus 1), and 16 digits need 9 bytes (8
16 digits plus 1).
Other LAI 6 Required for existing CTI applications that use any of
Info the following obtained from the from the LAI IE:
• in-queue time stamp
• queue priority
• interflow type

Held Call 10 or 0 The unique tag for the last call that was put on hold by
UCID the ACD agent placing this call to another system. This
UCID can be used to identify the original or parent call
that can eventually be conferenced or transferred to
that other system. The UCID included in the element
with default priority 2 is the tag for this new call placed
by the agent while the original call is on hold.
The priority for this element can be set between 1 to
7 (1 is the highest) or a blank. The default for this
element is priority 7. If blank, this field information is
not forwarded.

ISDN network requirements

Your network must meet the following requirements to support Information Forwarding:
• Both the private and public networks must support end-to-end transport of codeset 0 user
data either as UUI IE or QSIG Manufacturer Specific Information (MSI) in the SETUP and

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DISCONNECT ISDN messages. Private networks can be configured for either non-QSIG
transport by way of a codeset 0 UUI IE or QSIG transport by way of MSI packaged in a
codeset 0 Facility IE. Public networks do not currently support QSIG and user data can
only be transported by way of the UUI IE when supported by the network. Future public
network offerings can support QSIG by way of a VPN.
• Communication Manager must support the ISDN country protocol.

Important:
If testing has not been done to verify operation over the public networks involved with
the preferred specific configuration, use private ISDN trunking between the nodes until
successful testing is complete.
• The network byte limit for the user data portion of user information contents must carry
the data needed for the customer application.
Some public network providers require service activation or fees for user information
transport.

Information Fowarding example

In the example, let the public network supports only 32 bytes of user information. The
application requires 13 bytes of ASAI user information (15 bytes of user data), UCID (10 bytes
of user data), and 8 collected digits (7 bytes of user data - 4 plus 1 plus 2 for the header). The
application does not require Other LAI Information. Also, call time at the sending
Communication Manager is brief because calls are not queued before interflow takes place
and tracking as a single call is not required.
By dedicating appropriately named VDNs at the receiving Communication Manager, the public
network can support the application. Because the needed data items require the entire 32
bytes of user data, the priority fields for the In-VDN Time, VDN Name, and Other LAI
Information must be set to blank.

SIP network requirements

Your network must meet the following requirements to support Information Forwarding:
• The public network must support end-to-end transport of SIP user data in a user-to-user
information (UUI) header in the INVITE messages.
• The Communication Manager must support the SIP protocol and the UUI header.
• The network byte limit for the user data portion of user information contents must be large
enough to carry the data that is needed for the customer application.

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Information Forwarding considerations

Procedure

1. Enhanced information forwarding has been tested with several major carriers.
To find out if the capabilities work with your carrier, check with your account team
for the latest information. If testing is not done to verify operation over the public
networks involved with the preferred specific configuration, use private trunking
between the nodes until successful testing is completed.
2. Any communication server that acts as tandem node must have priorities assigned
to the Shared UUI features for non-QSIG trunk groups.
Even if this communication server does not create anything, the priorities must be
set correctly to pass the information along.
3. The Send codeset 6/7 LAI trunk group field operates independently of the UUI IE
Treatment trunk group field.
However, if you turn both the options on, you will send the same information twice
and possibly exceed the maximum ISDN message size. The communication server
provides a warning message when both options are administered. There are two
ways to correct when the user data exceeds the maximum message size, either:
• Leave the VDN Name and Other LAI Information fields blank on the Shared
UUI Feature Priorities screen or
• Disable the Send codeset 6/7 LAI field.
4. For non-QSIG or QSIG trunk groups to the communication server that require
information forwarding, the UUI IE Treatment must be shared and the Send
Codeset 6/7 LAI IE must be n.
5. Information transported using the Shared UUI does not work with non-Avaya
switches unless the information adheres to the proprietary encoding.

Information Forwarding interactions

Best Service Routing: Best Service Routing-related data is sent in addition to the associated
ASAI user data and UCID.
Intraflow and Interflow: Intraflow and Interflow allow you to redirect ACD calls from one split
or skill to another split or skill when the splits/skills are not vector-controlled. Intraflow redirects
calls to other splits/skills within the system using Call Coverage or Call Forwarding All Calls.
Interflow redirects calls to an external split or skill or location using Call Forwarding All Calls.

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Information forwarding support for BSR and LAI

When a call is interflowed to another Communication Manager by BSR or Look-Ahead
Interflow, the following data types are supported for Information Forwarding:
• Collected Digits - Any digits that are collected for the call are passed with the interflowed
call, and automatically collected when the call enters vector processing at the receiving
Communication Manager.
• Elapsed in-VDN time - The elapsed time that the call has already spent at the sending
Communication Manager is passed with the interflowed call and automatically sent to the
Avaya Call Management System (CMS) when the call enters vector processing at the
receiving Communication Manager.
• UCID - Universal Call ID

Forwarding collected digits with interflowed call

The following list describes how forwarded collected digits are handled in interflowed calls:
• The last set of up to 16 collected digits, not including the dial-ahead digits, are forwarded
with a call interflowed over ISDN or SIP facilities.
• When processing for the call at the remote location reaches the VDN, the forwarded digits
are inserted in the collected digits buffer. Therefore, a TTR is not needed. The objective
is to immediately provide the collected digits to the CMS in a DIGITS message and to
ASAI by way of the VDN event report in the same manner as incoming ANI.
• The collected digits are available for further routing by steps in the assigned and
subsequent vectors, and eventual display to the answering agent.
• All interactions with the collected digits are the same as digits that are collected using a
collect step. For example, a subsequent collect step will clear the digits.
• If the call is further interflowed or tandemed over ISDN or SIP facilities, the collected digits
are tandemed with the call. If more digits are collected at the tandem Communication
Manager, the latest collected digits are tandemed.

Forwarding accumulated in-VDN time

The following list describes how forwarded in-VDN time data is handles in interflowed calls:
• When a call is interflowed, the in-VDN time in seconds, from 0 to 9999, is included. The
in-VDN time is the elapsed time starting from the VDN that was originally called until when
the Information Forwarding message is created.
• If the call was interflowed to the local system and in-VDN time was received for the call,
the previous in-VDN time is added to the local in-VDN time.

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• If the accumulated time exceeds the largest value that can be transported, the maximum
value is sent.
• The accumulated in-VDN time that is received on an incoming interflowed call is
forwarded to the CMS in the DNEVENT message when the call starts VDN/vector
processing at the remote location.
• In-VDN time does not pass to the Basic Call Management System (BCMS) for reporting
by BCMS.

Transport over ISDN

Use of codeset 0 supports information transport over ISDN PRI or BRI facilities (QSIG or non-
QSIG) as well as supporting operation over public networks. The following list describes
information transport over ISDN trunks:
• When a call is LAI or BSR interflowed, the following information is forwarded with the call
over public or private ISDN networks using QSIG or non-QSIG protocols:
- LAI information.

Note:
The forwarded LAI information is the same as that sent in the LAI IE: VDN name
(also called LAI DNIS), put in queue time-stamp, priority level and type of
interflow.
- Collected digits.
- in-VDN time data in the ISDN SETUP message.
• Other call related information, including calling party number (ANI), calling party name,
II-digits and CINFO digits, that is tandemed with the interflowed call in the SETUP
message is forwarded in the normal manner.

Note:
II-digits and CINFO are forwarded as codeset 6 IEs which can be a problem in some
networks.
• At the remote end, the transported data is separated into its component parts for storage
with the call, call vectoring, call processing and display, further interflow or tandeming,
and forwarding to adjuncts. For example, the LAI info is treated as though it was received
as an incoming codeset 6 LAI IE including forwarding over ASAI as a code set 6 LAI IE
in event reports.
• When a status poll call is placed to the remote location, the Communication Manager only
forwards the UCID and caller information that was received from the original call.
• In response to a status poll, the Communication Manager forwards the reply-best status
data in the ISDN DISCONNECT message over public or private ISDN PRI/BRI networks.

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In this case, the DISCONNECT message has a cause value of 31 Normal-Unspecified

for wider international interoperability.
• The Multi-Site Routing related data is in addition to the associated ASAI user data, which
was previously sent in a non shared UUI IE, and the UCID data.

Transport over SIP

SIP supports information transport with the UUI header. The service provider must support SIP
information transport. The following list describes information transport over SIP trunks:
• When a call is LAI or BSR interflowed, UUI header information is forwarded with the call
over SIP networks using non-QSIG protocols.
• Other call related information, including calling party number (ANI), and calling party name
is forwarded in the normal manner.
• At the remote end, the transported data is separated into component parts for storage
with the call, call vectoring, call processing and display, further interflow or tandeming,
and forwarding to adjuncts.
• The Multi-Site Routing related data is in addition to the associated ASAI user data, which
was previously sent in a non-shared UUI, and the UCID data.

LAI backward compatibility issues

The following list summarizes LAI backward compatibility issues:
• An ISDN trunk group option is provided in the SETUP message for LAI interflowed calls
to specify whether to include an LAI IE (codeset 6 or 7). When this option is set to “y”
(default), an LAI interflow (using the existing or enhanced LAI vector command) will
include a codeset 6/7 LAI IE to provide inter-operability in a mixed Communication
Manager environment with pre-Definity R6 systems. The option must be set to “n” if the
network does not support codeset 6/7 or this IE is not required.

Important:
Codeset 0 information transport by way of shared UUI is required for BSR polling
calls.
• Administer the ISDN Trunk Group option: Send Codeset 6/7 LAI IE. This option is valid
even if LAI at the remote site is not active for tandem situations. Use of this option for LAI
does not depend on the setting of the Vectoring Best Service Routing customer option.
• If the ISDN trunk group option is set to send the LAI IE, this IE is sent in addition to the
Information Forwarding by way of codeset 0 shared UUI transport when a call is LAI
interflowed over a trunk in this trunk group. With shared UUI, you can set the LAI data to
be excluded in the UUI IE.
• Administer the Shared UUI priorities for ISDN trunks. This is important when the network
byte limit on the user data part of the UUI user information contents is not large enough

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to carry the data that is needed for the customer application. Note that Shared UUI
priorities do not apply to QSIG. To determine customer application data sizes, see
Determining user information needs. For instructions on how to administer Shared UUI,
see Avaya Aura ® Communication Manager Feature Description and Implementation.

Advanced information forwarding for ISDN and SIP trunks

This section explains ISDN (BRI or PRI) and SIP trunk group setting interactions with
Information Forwarding, UCID, and Multi-Site Routing.

About advanced information forwarding

User information included in the SETUP message for an outgoing call at the sending
Communication Manager or the DISCONNECT message sent back for an incoming call at the
receiving Communication Manager is based on the trunk group settings at the sending or
receiving sites.
The shared user information forwarding supports various data items such as the following:
• UCID, collected digits, In-VDN-Time.
• LAI information such as VDN-Name and Other-LAI.
• ASAI provided user data
Shared forwarding over non-QSIG ISDN trunks packs the data items in a codeset 0 UUI IE,
called “shared UUI”. Where each item consists of a two-byte header, that is, application ID and
data length. Shared forwarding over QSIG trunks transports the data items as MSI in codeset
0 Facility IEs.
BSR and shared data forwarding, that is, UCID and other new data items, requires QSIG or
the shared UUI Treatment setting with non-QSIG trunk groups on both the sending and
receiving trunks at Communication Manager. Shared settings are also required on tandem
trunk connections through the switch that routes the calls. LAI info, UCID, collected digits, In-
VDN-Time and ASAI provided user data can be forwarded with a call in the SETUP message,
LAI or BSR interflowed call, a tandemed call, for UCID with any outgoing call and for ASAI user
data any adjunct routed outgoing call. Only BSR reply-best data is returned with a BSR poll
call and only ASAI user data is returned for a non-poll call in a DISCONNECT message. Both
types of data are not included in the same DISCONNECT message. Shared UUI Priority
settings do not affect what is put in the DISCONNECT message or data forwarded over QSIG
trunks.
The protocols, QSIG or non-QSIG, are set on page 1 of the ISDN Trunk Group screen using
the Supplementary Service Protocol field. The QSIG type as defined for shared MSI is
protocol type b, another protocol type d, ECMA QSIG is treated as non-QSIG for information
forwarding. The Send Codeset 6/7 LAI field on page 2 indicates whether or not to include an
LAI IE in the SETUP message. The codeset used (6 or 7) is determined by the Codeset to
Send TCM, Look-ahead field on page 1. The Send UCID field on page 2 indicates whether
or not the UCID data item must be included as user information with calls routed over this trunk

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group. The Send Codeset 6/7 LAI IE field is ignored for BSR polls over the trunk group, that
is, an LAI IE is included with BSR calls.

Non-QSIG protocol
UUI Treatment set to service-provider includes any application provided UUI in a codeset
0 UUI IE on a non-shared basis. That is, the data portion of the UUI IE only includes user info
in the SETUP or DISCONNECT messages as provided by an application such as ASAI without
the shared App-ID and length header fields. User data from only one application can be
included in non-shared UUI. This setting is used for non-QSIG trunk groups when service-
provider functionality is wanted (for example, where shared forwarding of the new data items
is not required or for trunk groups to other vendor switches or network services that need user
information from the trunk group in a non-shared UUI IE such as provided by ASAI). Incoming
calls received with shared user information (shared UUI IE) that are routed outgoing over a
non-QSIG service-provider trunk group will forward only ASAI provided user data in a non-
shared UUI IE.
UUI Treatment set to shared allows all applications to include data items in the UUI IE on a
shared forwarding basis. The Shared UUI Feature Priorities page settings along with the Max.
Size of UUI Contents field on page 2 and the features configured for the system determines
what actually is included in the UUI IE. This is the normal setting for non-QSIG trunk groups
that route calls to the switch over private or public networks when information forwarding is
required and must be used for BSR.

QSIG trunk group

UUI Treatment set to service-provider forwarded ASAI provided user data in a non-
shared codeset 0 UUI IE and all other user data in codeset 0 Facility IEs as MSI. In this case
the Max. Size of UUI Contents field is not relevant and the Shared UUI Feature Priorities page
does not show nor apply. This setting is used for QSIG trunk groups to pre-R6.3 DEFINITY
switches for compatibility with existing ASAI applications or when service-provider functionality
is wanted (e.g., where shared forwarding of the new data items is not required or for trunk
groups to other vendor switches that need user information from the trunk group in a non-
shared UUI IE such as provided by ASAI). Incoming calls received with shared data (shared
UUI IE) routed out over a QSIG service-provider trunk group, will separate any ASAI provided
user data included in the shared UUI IE and forward it in a non-shared UUI IE.
UUI Treatment set to shared will forward all user information including ASAI provided user
data in codeset 0 Facility IEs as MSI in the SETUP or DISCONNECT message. The UUI IE is
never included over a shared QSIG trunk group. In this case, the Max. Size of UUI Contents
field and the Shared UUI Feature Priorities page do not apply. This is the normal setting for
QSIG trunk groups to the switch when information forwarding is required and must be used for
BSR.

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Send Codeset 6/7 LAI IE field interactions

The Send Codeset 6/7 LAI IE field is independent of the Supplementary Service Protocol
and UUI Treatment settings to allow additional flexibility. Communication Manager can have
a mix of trunk groups set with non-QSIG or QSIG protocol and with service-provider or
shared settings. Calls interflowed over the shared non-QSIG trunk groups contain the data
items to be forwarded with the call in the UUI IE while calls interflowed over the non-QSIG
service-provider trunk groups do not contain the data items, except for ASAI which can always
be sent in UUI. Calls interflowed over the QSIG trunk groups always have MSI user information,
except for ASAI where the transport method depends on the UUI treatment setting.
When a call is LAI interflowed over a non-QSIG service-provider trunk group, the Send
Codeset 6/7 LAI IE field being active results in just the LAI IE being forwarded with the call in
a SETUP message. When interflowed over a non-QSIG shared trunk group, setting the Send
Codeset 6/7 LAI IE field to y includes a codeset 6/7 LAI IE in the SETUP message in addition
to the same LAI information included as shared data in the UUI IE. You can set the LAI
information fields to blank on the Priorities screen to exclude the data items from the UUI IE.
When interflowed over a QSIG service-provider or shared trunk group with the Send Codeset
6/7 LAI IE field active, the LAI information is included as both MSI and in the LAI IE. However,
in this case there is no mechanism to eliminate the duplication of data if the codeset 6/7 LAI
IE is required.
The combinations can be used when calls are LAI interflowed to Communication Manager
previous to the switch with existing ASAI applications using ASAI provided UUI that cannot be
using the LAI IE. Note that codeset 6/7 IEs are not defined for QSIG and other vendor switch
treatment of calls with a LAI IE is undefined can be ignored, blocked, or misinterpreted.
When the trunk group is set to non-QSIG and shared or to QSIG with service-provider
or shared, do not set the Send Codeset 6/7 LAI IE field to y due to the overhead of sending
duplicate information. In some cases, the configuration can exceed the SETUP message or
user information byte count limits for the network and result in the user information being
dropped. Also, transport can cost more in networks which charge for user transport by quantity
of bytes transported. An administration warning message displays when the combination is
set for the trunk group. In fact the combination is not recommended except in very limited cases
where a mix of early and later switches can be reached over the same trunk group, using a
public or switched private network, using LAI, and where BSR or UCID is not active or is being
used and the data that must be forwarded with the call can be limited to that supported by the
network.
The Send Codeset 6/7 LAI IE field must not be set to y with trunk groups where calls will be
interflowed over public networks or virtual private networks that do not support codeset 6/7
transport. In such cases, the codeset 6/7 IE is not forwarded or the calls cannot be routed by
the network. This can happen in some international situations, notably over networks in
Germany.

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 Information Forwarding

UUI Send Supplementary services protocol

treatment Codeset Non-QSIG (other than b) QSIG (SS b)
6/7 LAI IE MSI is sent in codeset 0 Facility IEs
service- n ASAI provided user info ASAI provided user info in a codeset
provider in codeset 0 UUI IE. 0 UUI IE and all other user info in
codeset 0 MSI.
y ASAI provided user info ASAI provided user info in codeset 0
in codeset 0 UUI IE & a UUI IE, all other user info in codeset
codeset 6/7 LAI IE. 0 MSI and a codeset 6/7 LAI IE.
With this combination, the LAI
information (LAI-Name and Other-
LAI) is sent both as MSI (in a Facility
IE) and in the LAI IE. Note that LAI IE
and shared MSI operation with other
vendor switches is undefined.
shared n All user info in a shared All user info in codeset 0 MSI.
codeset 0 UUI IE.
y All user info in a shared All user info as codeset 0 MSI and a
codeset 0 UUI IE & a codeset 6/7 LAI IE.
codeset 6/7 LAI IE.
With this combination,
the LAI information
(VDN-Name and Other-
LAI) is sent in both the
UUI IE and in the LAI IE
(setting the UUI Priorities
for these items to blank
can eliminate the
duplication).

Situation Trunk group field settings

UUI treatment Send
Codeset
6/7 LAI IE
Non-QSIG QSIG
Trunk groups over which information forwarding is not service- service- n
required for LAI, BSR or UCID transport. provider provider
Non-LAI interflow or tandem calls to service providers service- service- n
or other vendor switches that do not recognize shared provider provider
UUI.
LAI to pre-R6.3 switches over networks that block service- service- n
codeset 6/7 IE calls. provider provider
LAI to pre-R6.3 switches over networks that allow service- service- y
codeset 6/7 (traditional LAI) with or without ASAI provider provider
applications that use UUI and/or LAI Info

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ACD features

Situation Trunk group field settings

UUI treatment Send
Codeset
6/7 LAI IE
Non-QSIG QSIG
(With this
combinatio
n, the LAI
information
is sent both
as MSI (in
Facility IEs)
and in the
LAI IE.)
LAI over public/virtual private network to mixed R6.3 shared shared y
and earlier switches, where the Avaya switches have (With this
shared information forwarding. The pre-R6.3 combinatio
switches can use LAI Info in an ASAI application, but n, the LAI
must not use UUI. informatio
n (LAI
Name and
Other LAI)
is sent in
both the
UUI IE and
in the LAI
IE.)
LAI over public or virtual private network to mixed service- service- y
R6.3 and prior switches. The R6.3 and prior switches provider provider
can use LAI info or UUI in an ASAI application. (The LAI
IE and
ASAI non-
shared
UUI is
supported,
but BSR,
UCID and
other new
data items
are not.)
BSR, LAI to all R6.3 or later switches shared shared n
All switches interflowed to must be R6.3 or later with
shared incoming and outgoing trunk group settings.
Tandeming or interflowing through R6.3 or later
switches requires shared settings. Switches
tandemed through can be older than R6.3 or other
vendor switches that pass codeset 0 UUI or MSI
transparently. This is the only combination that

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 Interruptible Aux

Situation Trunk group field settings

UUI treatment Send
Codeset
6/7 LAI IE
Non-QSIG QSIG
supports BSR and new data items information
forwarding. In this scenario, do not set the Send
Codeset 6/7 LAI IE field to y in order to save SETUP
message space and to ensure operation over
networks that do not allow codeset 6/7 IEs.

Interruptible Aux
Use Interruptible Aux to make EAS agents in the Auxiliary Work mode available, but only if the
agents have an interruptible reason code. With Interruptible Aux, you can meet service levels
when call volume spikes.
You enable Interruptible Aux:
• When a threshold for an interruptible hunt group (skill) is exceeded, setting the
Interruptible Aux Threshold policy for any skill or hunt group to calls-warning-threshold,
service-level-target, or time-warning-threshold.
• To set the corresponding threshold field (on the Hunt Group screen) with a value: Calls
Warning Threshold, Service Level Target (% in sec), or Time Warning
Threshold.

To set the Interruptible field on the Reason Code Names screen to y (signifies that the
corresponding reason code is interruptible).
• To identify interruptible agents by setting the Agent Login ID Reserve Level (RL) field
of an agent's skills to one of the interruptible values to either a notify type (n) or a forced
type (a, auto-in-interrupt or m, manual-in-interrupt).

When a threshold for an interruptible hunt group exceeds, agents with the interruptible skill in
the Auxiliary Work mode with an interruptible reason code are notified. The notification consists
of a display message (“You are needed”), flashing auto-in or manual-in buttons and an audible,
full ring tone. Agents who move to an Interruptible Aux mode after the threshold exceeds are
also notified. The duration of notification to “auto-in-interrupt and “manual-in-interrupt” (” forced
interruptible“)” agents is administrable using the Interruptible Aux Notification Timer (sec)
field on page 13 of Feature-Related System-Parameters screen. Notification to the requested
agents continues until a further event, such as the agent becoming available or logging off,
takes place or the threshold no longer exceeds.
Forced interruptible agents in the Aux work mode are automatically made available after the
timer expires except if connected to or being alerted by a non-ACD call, or if the agent is logged
in as an auto-answer agent. A forced interruptible agent administered with auto-answer

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(automatic call delivery with zip tone) is treated as “requested interruptible”, not forced, even
if the RL setting is a forced interruptible type. This prevents the situation where a call is
delivered automatically when the agent is not able to respond to the call. For instance, if the
agent is not physically present at the workstation. Therefore the forced interruption type is only
applicable to agents without the auto-answer administration, that is, the agent operates with
manual answer where the call is delivered by ringing the endpoint.
Auto-in-interrupt is used when the agent is to be forced available into the auto-in mode where
the agent becomes automatically available after each call. The manual-in-interrupt setting is
used when the agent is to be forced available into the manual-in mode where the agent is put
into ACW after each call. With the notify-interrupt setting (requested interruptible agents), the
agent is notified but remains in Aux until the agent manually becomes available using an auto-
in or manual-in button or dial code. The notify-interrupt type can be used with either auto-
answer or manual answer operation. Whether the agent is forced available or manually
becomes available, the agent becomes available for all of their assigned skills, not just the one
that reached the threshold.
The following table explains the treatment of reserve level of the agents. In the following
example, the Interruptible Aux threshold is set as the Service Level Target. After completing
the calls, based on the reason codes, reserve levels, and the actions taken, the agents are
notified and placed in the Auxiliary Work mode as follows.

Agent Reason code Reserve level When the skill Agent action
reaches its (where
activation applicable)
threshold, the
agent…
5002 9 (not Auto in …gets no
interruptible) notification
5004 8 (interruptible) Notify … is notified and
moved from Aux
to auto-in.
5005 ...receives a Presses the
notification to auto-in button
become with the flashing
available. lamp and
becomes
available to take
calls for all
assigned skills.
5007 The agent is
away from the
telephone and
cannot press the
auto-in button.
The agent

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 Interruptible Aux

Agent Reason code Reserve level When the skill Agent action
reaches its (where
activation applicable)
threshold, the
agent…
remains in the
Aux mode.
5008 Manual in ...is moved to
manual-in
mode.

The forced interruptible type assignments only apply to agents who are logged in to an endpoint
that is administered for manual answer where the call rings the endpoint. With manual answer
the skill can be assigned Redirection on No Answered (RONA) so that if the agent does not
answer the call, the call can be redirected back into queue and the agent put into the Auxiliary
Work mode. Even with manual answer, agents can be trained to remain physically present to
answer calls when using a forced Aux work reason code. The forced operation does not apply
to agents logged in to an endpoint with auto-answer. This is because the agent cannot respond
appropriately to the caller if the agent has no headset on, or is not ready for the call. RONA
does not apply to auto-answer delivered calls.
Other features that help meet service level targets are Service Level Maximizer, which limits
agents to availability in the skills when the agents are below targets and Business Advocate
Service Level Supervisor which adds reserve level 1 or 2 agents to a skill based on Expected
Wait Time (EWT) threshold targets. Interruptible Aux shares the Reserve Level (RL) field on
the Agent Login ID screen with the Business Advocate Service Level Supervisor feature. The
Agent Login RL field for a particular skill can be used for either the Business Advocate Service
Level Supervisor feature or for the Interruptible Aux feature for the agent.
Interrupted agents become available for all their skills, not just the skill for which the agents
are interrupted. This functionality is unlike the Service Level Maximizer Auto-reserve agents,
which limits the agents’ availability only for the skills which are not meeting their service level
target.

Interruptible Aux thresholds

Activation thresholds for Interruptible Aux:
Use Interruptible Aux to notify and make agents available for calls when a skill does not meet
a threshold.

Threshold type Field setting Activation criteria Value range

calls-warning- calls warning When X calls are in the 0-998
threshold hunt group queue

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ACD features

Threshold type Field setting Activation criteria Value range

service-level-target service level When less than X 1-99 for percent
target percent calls are calls
answered in Y seconds 1-999 for
seconds
time-warning- time warning When the oldest call is in 0-998
threshold queue for a minimum of Y
seconds

The following table explains the three activation thresholds.

Activation Description
thresholds
Calls Warning Activates Interruptible Aux if the number of calls in queue for a hunt
group exceeds the specified number. If the Calls Warning Threshold
is set to 20, interruptible agents in the Aux work mode start getting
interrupted as soon as the number of calls in queue increases to 21.
Service Level Is administered as a percentage of calls answered within specified
Target number of seconds. If, for example, more than 90 percent calls are
answered within 15 seconds, the skill meets the Service Level Target.
If the calls answered within 15 seconds are less than 90 percent, the
skill does not meet the Service Level Target. In such an event,
interruptible agents in the Aux work mode start getting interrupted.
Time Warning Activates Interruptible Aux if the oldest call is in queue for longer than
the specified number of seconds. If the Time Warning Threshold is set
to 60, interruptible agents start getting interrupted as soon as the
duration of the oldest call in queue for a hunt group exceeds 60
seconds.

Deactivation thresholds for Interruptible Aux:

If you have set an activation threshold, you must also set a deactivation threshold to turn off
agent notifications.

Threshold type Deactivation criteria Value range

calls-warning- less than X calls in the hunt group queue 0-998
threshold
service-level-target A minimum of X percent calls are 1-99 for percent calls
answered in Y seconds 1-999 for seconds
time-warning- The oldest call is in queue for less than Y 0-998
threshold seconds

You can use deactivation thresholds along with activation threshold to maintain a buffer
between the two levels that trigger the Interruptible Aux feature. The buffer prevents a situation
wherein Interruptible Aux is triggered on and off frequently when the Calls Warning, Service

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 Intraflow and Interflow

Level, or Time Warning threshold values fluctuate around the activation threshold. The values
of the activation and deactivation thresholds must differ by one unit at the minimum.
For example, if the Service Level threshold is 90 percent calls in 15 seconds, a deactivation
threshold of 89 percent calls in 15 seconds keeps the notifications on until the service level
rises back to 90 percent calls in 15 seconds. The system does not deactivate the Interruptible
Aux trigger until the service level of the skill moves up to the specified level. If the service level
drops below 90 percent in 15 seconds again, the system reactivates the Interruptible Aux
notifications.
Set the deactivation threshold lower than the activation threshold for Calls Warning and Time
Warning thresholds. For example, if the activation threshold for a Calls Warning threshold is
100, you can set the deactivation threshold to 90. Interruptible Aux notifications start when the
number of calls in queue reaches 100, and continue until the number of calls in queue drops
to 90.

Interruptible Aux considerations

• CTI-based applications using ASAI:
- Can change an agent work mode to an Interruptible Aux mode.
- Can receive events indicating that an agent was made available.
• When interrupted, agents become available for all skills, not just the one that exceeded
the service level. Subsequent calls delivered to a newly available agent are not
necessarily for the critical skill.
• Several Reason Codes cannot be designated as Interruptible. These are the Default
Reason Code, the Auto-answer IP Failure Aux Work Reason Code, and the Maximum
Agent Occupancy Aux Work Reason Code.
• When a large number, more than 1000, forced interruptible agents are in the Aux work
mode with an interruptible reason code, simultaneously moving all the agents to an
available mode can degrade the performance of Communication Manager. To mitigate
the degradation, only five agents are notified every half a second until all needed agents
are notified. Similarly, the agents are forced to an available mode at the same rate: 5
agents every half a second.

Intraflow and Interflow

Use Call Coverage with Intraflow for conditional redirection of ACD calls from one split to
another split based on the coverage path redirection criteria. For example, you can define a
coverage path for a split to automatically redirect incoming ACD calls to another split when a

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ACD features

phone is busy or an agent fails to answer the call. You can redirect calls to less busy splits for
efficient call handling. Use Call Forwarding with Intraflow to unconditionally forward calls.
With Interflow, you can redirect ACD calls from a split on one Communication Manager to a
split on another Communication Manager or an external location. Use Call Forwarding with
Interflow to unconditionally forward calls to an off-premise location.

Important:
You cannot use Call Coverage with Interflow.
For information on the Call Coverage redirection criteria, see “Call Coverage” in the Avaya
Aura® Communication Manager Feature Description and Implementation document.

How does Intraflow work

You can assign an inflow threshold for each split or skill receiving Intraflow and Interflow calls.
The threshold prevents a split or skill from receiving new ACD calls if the oldest call has been
in the queue longer than the threshold. If Communication Manager forwards an ACD call using
Call Coverage, but cannot forward the call further to another split or skill or a coverage point,
the call remains in queue at the original split or skill.
For a split or skill with administered Intraflow and Call Coverage, you can also assign priority
on Intraflow. When an ACD call intraflowing from a split or skill with priority on Intraflow to a
covering split or skill enters the queue, Communication Manager places the call ahead of non
priority calls but behind other priority calls already in the queue.
For Intraflow using Call Coverage, Communication Manager does not connect the calls to the
first delay announcement at the covering split or skill. For Intraflow using Call Forwarding,
Communication Manager connects the calls to the first delay announcement at the forwarded-
to split or skill. The calls, however, do not receive a forced first announcement.
The following scenario explains how Intraflow works:
• A call is intraflowed from split 1 to split 2 using Call Coverage.
• Split 1 is assigned priority on intraflow.
• Split 2 has a queue with three priority calls and four non priority calls.
• Split 2 has an inflow threshold of 90 seconds and the oldest call in queue at split 2 has
been in queue for 60 seconds.
• Split 2 has been assigned a second delay announcement and has a second delay
announcement interval of 45 seconds.
• Music-on-Hold is provided.
When the call is intraflowed from split 1 to split 2, the call is placed in the split 2 queue as the
fourth priority call, ahead of the four non priority calls. The call stays in the queue for 45 seconds

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 Location Preference Distribution

and is still not answered. The call is connected to the second delay announcement for split 2.
After the announcement, the caller hears music until an agent answers the call.
You can assign a Coverage ICI button to an agent phone. The agents use the button to identify
a call intraflowed from another split or skill. When an agent receives the call, the button lamp
lights.

Interflow and Intraflow considerations

The same coverage path can be used for as many splits or skills as desired. You must
administer redirection criteria for a split or skill coverage path so that calls are redirected under
Busy or Don’t Answer conditions. Do not use All or Send All Calls as redirection criteria.

Interflow and Intraflow interactions

Interaction Description
Call Coverage All splits or skill with the same coverage path are
automatically assigned the same Don’t Answer Interval. The
default Don’t Answer Interval is 2.
If Intraflow using Coverage is active, the Coverage Don’t
Answer Interval associated with Call Coverage begins when
a call enters the split or skill queue.
If the Coverage Don’t Answer interval expires before either
of the two delay-announcement intervals expires, a call is
redirected to coverage. If either of the delay-announcement
intervals expires before the Coverage Don’t Answer interval,
the call is connected to a delay announcement, if
available.
If no coverage point is available to handle a call, a call
remains in queue and can be connected to a delay
announcement.
Temporary Bridged If an ACD call is routed to an agent but is intraflowed to
Appearance another split or skill before being answered, the Temporary
Bridged Appearance at the agent telephone or console is no
longer maintained.
Look-Ahead Interflow Use Look-Ahead Interflow (LAI) to balance the load of ACD
calls across multiple locations.

Location Preference Distribution

Use Location Preference Distribution to route incoming ACD calls to agents in the same
location as the incoming trunk on which the arriving call originated. With Location Preference

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ACD features

Distribution, you do not have to use trunks between locations. You can reduce the trunking
costs and save trunks for additional incoming calls. If an incoming caller cannot be matched
to an agent in the same location, the system routes the calls to agents at different locations.
In this case, the administered distribution algorithms determine routing without regard to
location.
When there is more than one choice for call delivery, Local Preference Distribution matches
the trunk and the agent location numbers. The Multiple Locations feature defines the location
number. Delivery preference is given to the agent whose location number matches the
incoming trunk location number. Location Preference Distribution takes precedence over most
other caller-agent selection features except for direct agent and reserve agent calls.

About location numbers

Agents obtain a location number when agents log in. The location number remains with the
agent until the agent logs out. Local Preference Distribution uses location numbers to match
the incoming trunk and the agent.

The Multiple Locations feature

The location number used by Location Preference Distribution is defined by the Multiple
Locations feature. The Multiple Locations feature was originally developed to display local time
on station sets that are located in a different time zone from their connecting switch. Call Center
added the ability to have the Call Management System (CMS) track and report on agents and
trunks using a location number, or location ID. The location number for the agent is provided
to CMS when the agent logs in. The location number for a trunk is provided to CMS when a
measured incoming call is received.

Changes to the location number

During call center activity, location numbers can be changed through administration or the
Multiple Locations feature can be disabled. If this happens, the Location Preference
Distribution feature uses the agent ID obtained when the agent logged in and the call ID when
the call was originally received. During such a change, the Location Preference Distribution
matching is not be appropriate until all agents log out and log back in again. The software does
not check for the changes.

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 Location Preference Distribution

How trunks, stations, and agent endpoints obtain location numbers

Trunks, stations, or agent endpoints obtain location numbers as follows:
• Non-IP phones and trunks inherit the location number from their connected hardware. For
example, a non-IP phone inherits its location number from a cabinet, remote office, or
media gateway.
• IP phones indirectly obtain their location numbers when the location numbers are
administered on the Network Region screen. This screen applies location numbers to all
phones in the same network region.
If the location field is left blank on the Network Region screen, the IP phone assigns its
location from the CLAN board located on the cabinet or gateway where the phone is
registered.
• H.323 IP and SIP phones receive the location defined on the Location field of the Station
screen. This assignment overrides other location assignments.
• IP and SIP trunks obtain their location from the cabinet containing the CLAN or NIC that
the trunk is signaling through.
If none of the above applies, location 1 is used as the default.

How to set up a location number

Important:
For information on how to administer locations for each station, see “Administer locations
per station” in the Avaya Aura ® Communication Manager Feature Description and
Implementation document.
Establishing location numbers
About this task
Use the Locations screen to establish location numbers. This defines the characteristics of the
location that can include:
Procedure

1. Time zone offset between local standard time and the remote server location
2. Daylight saving rules used by any Expansion Port Networks (EPNs) located in
different time zones
3. Number plan area codes
4. An ARS prefix that is required for 10-digit calls.

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ACD features

The ARS prefix defines calls that are routed to the relevant location, such as E911
local call routing

Assigning location numbers to EPN cabinets or to the Media Gateway

About this task
Perform one of the following tasks:
Procedure

1. Use the Cabinet Description screen to assign location numbers to the appropriate
EPN cabinets.
Use the change cabinet xx command.
2. Use the Media Gateway screen to assign location numbers to the Media
Gateway.

Result
You can assign the same location number to more than one cabinet or gateway that is located
in the same time zone. Note that you can assign all Avaya DEFINITY and Media Server
configurations, except the S8100 Media Server configuration, to locations other than 1. The
DEFINITY Server CSI and SI configurations default to location 1. Digital and analog station
sets get their defined location number based on the port location of the cabinet or gateway.
The circuit switch trunks also obtain their gateway number in the same manner.
Assigning the location by IP network region
About this task
Administer the location by IP network region on the IP-Network-Region screen.
This sets the following conditions:
Procedure

1. The correct date and time information and trunk routing based on the IP network
region.
2. The correct date and time worldwide displayed for IP phones registered with a
server, but located at a remote site or a site with a S8300 Media Server with a G700
or equivalent gateway.
The IP phone can be administered in a different network region from other
Communication Manager endpoints and in the same location as the S8300 Media
Server or remote office users. The IP endpoint users can move from location to
location and always have correct display information. Remote users are identified
in a network region and location that routes the user calls to correct 911 services or
notifies the users through announcements that the users are in a different 911
jurisdiction than where the users are registered.

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 Location Preference Distribution

Assigning the location on the Station screen

About this task
For information on how to administer locations for each station, see “Administer locations per
station” in the Avaya Aura ® Communication Manager Feature Description and Implementation
document.

Call handling conditions

You can use Location Preference Distribution to administer how the system handles agent
surplus conditions and call surplus conditions.

Agent surplus conditions

An agent surplus condition occurs when available agents are waiting for incoming ACD calls.
The Location Preference Distribution algorithm routes new incoming ACD calls to an idle agent
located within the same location number as the trunk or station of the calling party. If there is
no match for an idle agent, the incoming ACD call is routed to the agent at the top of the free
agent list of the skill based on the administered selection criteria.

Call surplus conditions

A call surplus condition occurs when there are ACD calls in queue waiting for an available
agent. The Location Preference Distribution algorithm routes the next best queued call to a
multi-skilled EAS agent that has the same location number as the call. The next best queued
call is determined by the appropriate Avaya Business Advocate or non-Advocate algorithm. If
there is no match between the queued ACD call and the skills administered for the agent, the
normal best queued ACD call selection is made by the appropriate Avaya Business Advocate
or non-Advocate algorithm. The selection is made without any location number preference of
the queued ACD call or agent based on the administered selection criteria.
Location Preference Distribution selects calls only from the top of the queue for each skill.
Location Preference Distribution does not try to match the agent’s location from the skill queue.
For example, when an agent with five skills becomes available and has calls in queue for three
of his skills, Location Preference Distribution looks at the call at the top of each queue. If one
or more calls match the location of the agent, Location Preference Distribution uses the
administered selection criteria to pick a call for the agent from the same location.

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ACD features

Local Preference Distribution interactions

Feature Description
Avaya Business Avaya Business Advocate provides call handling preferences based on:
Advocate
• A service objective that is administered on the Hunt Group screen.
• Agent percentage allocation that is administered on the Agent Login
ID screen on a per skill basis.
Local Preference Distribution takes precedence over any Avaya
Business Advocate call handling preferences.
Best Service Local Preference Distribution is used to select an available agent within
Routing the call center during the consider and queue-to best step
operations. Local Preference Distribution is not used across system
sites. In this case, there is no multi-site network region.
Call Admission Location Preference Distribution does not interact directly with the Call
Control Admission Control (CAC) feature. However, when Location Preference
Distribution selects a trunk-agent combination at the same location, not
as much overall bandwidth is needed between locations.
Location Preference Distribution cannot circumvent an internode
bandwidth blockage between two Wide Area Network (WAN) switch or
gateway sites when any of the following conditions exist:
• All agents at an incoming trunk switch or gateway location are busy.
• The WAN bandwidth has reached capacity between the incoming
trunk location and a remote location.
• An agent is unavailable at the remote location.
In order to bypass the blocked WAN call path, BSR - or any other multi-
site feature - routes an incoming ACD trunk call to an available agent
at the remote location. The call is routed over the Public Switched
Telephone Network (PSTN), Integrated Services Digital Network (ISDN)
tie trunk, as well as other types of networks.
Conference and When an incoming trunk call is transferred to an ACD hunt group and
Transfer the agent is available when the transfer occurs, the location number is
for the agent that transferred the call. If the transferred call queues and
the transferring agent drops before an agent is available, the location
number is for the incoming trunk.
Direct Agent Direct Agent calls take precedence over Location Preference
Calling Distribution.

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 Location Preference Distribution

Feature Description
Dynamic Dynamic Advocate provides call-handling preferences based on:
Advocate
• A Percentage Allocation Distribution (PAD) group type preference
assigned on the Hunt Group screen
• A Percentage Allocation (PA) assignment for the skill assigned on the
Agent Login ID screen.
• The Service Objective field on the Hunt Group screen overrides the
service objective assigned for Service Level Supervisor (SLS) on the
Hunt Group screen.
Local Preference Distribution takes precedence over Dynamic
Advocate call-handling preferences.
EAS Expert Agent Selection must be set to y before administering Local
Preference Distribution.
Inter-Gateway IGAR provides the ability to alternately use the PSTN to carry the bearer
Alternate Routing portion of a call when the IP-WAN is incapable of carrying the bearer
(IGAR) location. Local Preference Distribution does not interact directly with
IGAR. However, when Location Preference Distribution selects a trunk-
agent combination in the same location, the need for IGAR between
locations is reduced.
Path replacement When an incoming trunk call receives path replacement before the call
is delivered to an agent, the original incoming trunk retains the location
number for the call.
Reserve agents You can assign reserve agents using any of the following features:
• Service Level Maximizer (SLM)
• Avaya Business Advocate Service Level Supervisor (SLS)
• Avaya Business Advocate Percent Allocation
In most cases, the selection of an agent or a call based on Location
Preference Distribution takes precedence over SLM, SLS, or Percent
Allocation. Nevertheless, SLM, SLS, and Percent Allocation take
precedence when the system chooses a reserve agent for the following
reasons:
• The skill is above the Estimated Wait Time (EWT) threshold with
SLS.
• The service level is below the threshold with SLM or Percent
Allocation.

Note:
If more than one reserve agent is eligible for the call, Location
Preference Distribution is used to choose the agent.

Separation of The location number of an incoming SBS call is obtained from the
Bearer and bearer trunk assignment.
Signaling (SBS)

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Feature Description
Service Level See auto reserve agents.
Maximizer (SLM)
Service Level See auto reserve agents.
Supervisor (SLS)

Look-Ahead Interflow
Look-Ahead Interflow (LAI) enhances Call Vectoring for call centers with multiple ACD
locations. With LAI, call centers can improve their call-handling capability and agent
productivity by intelligently routing calls among call centers to achieve an improved ACD load
balance. This service is provided by ISDN D-channel messaging over QSIG or non-QSIG
private networks, virtual private networks, or public networks. The receiving Communication
Manager is able to accept or deny interflowed calls sent by the sending Communication
Manager.
LAI has the following basic attributes:
• Produces First in First Out (FIFO) or near-FIFO call processing
• Includes enhanced information forwarding, that is, codeset 0 user information transport

LAI requirements
The following items are criteria for basic LAI call control operation over a VPN or a public
switched network:
• The sending and receiving call center locations must have ISDN PRI or BRI trunk
facilities.

Note:
ATM trunking and IP trunking can be set up to emulate ISDN PRI.
• The switch must support the ISDN country protocol.
• LAI has been tested with several major carriers. To find out if the capabilities work with
your carrier, check with your account team for the latest information. If testing is not done
to verify operation over the public networks involved with the preferred specific
configuration, use private ISDN trunking between the nodes until successful testing is
complete.
• The ISDN SETUP and DISCONNECT messages are transported between sending and
receiving locations, for example, SS7 or equivalent public network connectivity.
• A receiving-end generated DISCONNECT message must transmit back to the sending
switch call center without changing the cause value.

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Conversion of the DISCONNECT message to a progress message, with a Progress

Indicator Description set to 1 and a cause value other than 127 included, is a valid reject
message and compatible with LAI.
• Progress messages that are generated towards the sending end by intervening network
switches must have the Progress Indicator Description set to 8 so that the switch does
not treat the call accepted or rejected.
• ISDN codeset 0 user information transport supports LAI information forwarding. As an
alternative, LAI can use dedicated VDNs at the receiving location to provide an equivalent
display of the forwarding application identity and set trunk group options to not send either
the codeset 6/7 LAI IE or codeset 0 information transport.

Note:
BSR cannot use the LAI alternatives. BSR must use ISDN codeset 0 user information
transport.

Two switch configuration

LAI is enabled through the use of call vectors and their associated commands. For a two-switch
configuration, these vectors are included in both the sending switch, which processes vector
outflow, and the receiving switch, which processes vector inflow.

LAI command set

The following table lists the call-acceptance vector commands that are used in LAI.

Command Qualification
announcement Announcement available
Queued for announcement
Retrying announcement
check split Call terminates to agent
Call queued to split
collect digits Always, except for ced and cdpd digits, which are neutral

converse-on split VRU answers the call

Call queued to converse split
disconnect With announcement and announcement available
With announcement and queued for announcement
With announcement and retrying announcement
messaging split Command successful
Call queued
queue-to split Call terminates to agent
Call queued to split

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Command Qualification
route-to Terminates to valid local destination
Successfully seizes a non-PRI trunk
Results in a LAI call attempt, and the call is accepted by
the far-end switch
wait-time Always, except wait-time hearing i-silent,
which is neutral

If the receiving Communication Manager is unable to accept the LAI call, one of the vector
steps executes call denial.

Note:
Use the busy command instead of the disconnect command to allow for compatibility
with similar network services such as Alternate Destination Redirection (ADR).

Vector command Qualification

(for call denial)
busy Always

disconnect Without announcement

With announcement but announcement unavailable
reply-best Always. Used with BSR

The vector commands in the following table are treated as neutral because the commands do
not generate call acceptance or denial messages.

Neutral vector command Qualification

adjunct routing link Always

announcement Announcement unavailable

check split Call neither terminates nor queues

collect ced/cdpd digits Always

consider Always. Used with BSR

converse-on split Call neither terminates nor queues

goto step Always

goto vector Always

messaging split Command failure

queue-to split Call neither terminates nor queues

route-to Unsuccessful termination

Trunk not seized
LAI call denied by the far-end switch

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Neutral vector command Qualification

stop Always

wait-time hearing i-silent Always

Note:
This command is used following an adjunct
routing link command in applications
where the adjunct decides whether to accept
or reject the Look-Ahead calls.

How does traditional LAI work

Use the traditional LAI feature when the preferred call flow performs LAI attempts before
queueing the call.

LAI commands
LAI uses the commands included within the basic Call Vectoring and Call Prompting features:
• route-to number with coverage n or route-to digits with coverage n
command on Communication Manager that has LAI enabled and that successfully seizes
an ISDN trunk automatically results in a normal LAI call attempt being placed. The call
attempt can be rejected or accepted by the remote end.
• route-to number with coverage y or route-to digits with coverage y
command does not result in an LAI call attempt. The command always completes the call.
Do not use the command when the vector at the receiving location ends up denying the
call since the caller will hear a busy signal, or the call will disconnect. Use the command
with coverage set to y only for those cases when an unconditional interflow is wanted
(with LAI active) and the terminating Communication Manager is set up to handle this
type of call.
When a LAI call attempt is made, Call Vectoring at the sending location checks a potential
receiving location to determine whether to hold or send the call. While this is done, the call
remains in queue at the sending location. As such, the call can still be connected to the sending-
location agent if one becomes available before the receiving location accepts the call.
Call Vectoring at the receiving location determines whether to accept the call from the sending
location or to instruct the sending location to keep the call. In the latter case, the sending
location can keep the call, check other locations, or provide another call treatment. Conditions
for sending, refusing, or receiving a LAI call attempt can include a combination of any of the
following:
• Expected wait time for a split.
• Number of staffed or available agents.

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• Number of calls in queue.

• Average speed of answer or the number of calls active in a VDN.
• Time of day and day of week.
• Any other legitimate conditional.
If the call is accepted by the receiving Communication Manager, the call is removed from any
queues at the sending Communication Manager and call control is passed to the receiving
Communication Manager. If the call is denied by the receiving Communication Manager, vector
processing continues at the next step at the sending Communication Manager. Until the call
is accepted by either Communication Manager, the caller continues to hear any tones applied
by the sending Communication Manager. If the call is denied, the call vector can apply alternate
treatment, such as placing another LAI call to an alternate backup Communication Manager.

Note:
The LAI operation is completely transparent to the caller. While a LAI call attempt is being
made, the caller continues to hear any audible feedback that is provided by the sending
Communication Manager vector. The caller also maintains position in any split queues until
the call is accepted at the receiving Communication Manager.
LAI passes Call Prompting digits collected in the sending Communication Manager to the
receiving Communication Manager by codeset 0 user information transport.

Example of traditional LAI

The vectors in the sending Communication Manager use the goto command to determine
whether the call must be sent to the receiving Communication Manager. Recall that the goto
command tests various outflow threshold conditions such as expected wait time. If the
expressed condition is met, a branch is made to the appropriate route-to command. This
command sends the call to the receiving Communication Manager, which, as already noted,
can accept or deny the call.
The following example shows an outflow vector that can be included in a sending
Communication Manager.
Using LAI with route-to commands to outflow calls
1. wait-time 0 secs hearing ringback
2. goto step 5 if expected-wait for split 3 pri m < 30
3. route-to number 5000 with cov n if unconditionally
4. route-to number 95016781234 with cov n if unconditionally
5. queue-to split 3 pri m
6. announcement 3001
7. wait-time 30 secs hearing music
8. goto step 6 if unconditionally

If split 3 has an expected wait time of less than 30 seconds (step 2), step 5 queues the call to
the queue at a medium priority.

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If the expected wait time is more than 30 seconds, LAI attempts are made in steps 3 and 4. If
the call is accepted by one of the receiving Communication Manager call control passes to the
receiving Communication Manager.
If the receiving Communication Manager deny the call, the call queues to split 3 and
announcement 3001 plays. The caller hears music, interrupted by announcement 3001 every
30 seconds.

Receiving switch operation

When the receiving switch receives the LAI request, the call first routes to a VDN. The VDN
then maps the call to the receiving switch’s inflow vector, and vector processing begins, starting
with inflow checking. Inflow checking is enabled by conditional goto commands in the inflow
vector. The decision to accept or deny a call can be based on checks such as any of the
following:
• Expected Wait Time
• Number of staffed agents
• Number of available agents
• Time-of-day or day of the week
• Number of calls in split queue
• Average Speed of Answer
• Active VDN calls
• ANI
• II-Digits
• CINFO ced or cdpd digits
• Collected digits forwarded from the sending switch
Once inflow checking is complete, acceptance of the LAI call is accomplished by executing
any of the vector commands listed in the call-acceptance vector commands.

Note:
For each command listed in the call-acceptance vector commands, neutral vector
commands, and call-denial vector commands, only one of the corresponding qualifications
must be true for the command to cause the desired result, which is call acceptance, call
denial, or no effect on such acceptance or denial.
The following example shows an inflow vector that can be used by a receiving switch.
Using inflow checking for LAI requests
1. goto step 6 if expected-wait in split 1 pri h > 30
2. queue-to split 1 pri h
3. announcement 4000
4. wait-time 2 seconds hearing music

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5. stop
6. busy

Step 1 of this inflow vector checks the inflow thresholds. The goto step command in step 1
checks the expected wait time in split 1. If the expected wait time is greater than 30 seconds,
a branch is made to the busy command in step 6. If executed, the busy command denies the
call, and the receiving switch returns a call denial message to the sending switch. The sending
switch, in turn, drops the LAI call attempt and then continues vector processing at the next
vector step.
If the expected wait time in split 1 is less than or equal to 30 seconds, the receiving switch
returns a call acceptance message to the sending switch, and call control is passed to the
receiving switch. Thereafter, the call is queued to split 1 in the receiving switch (step 2). Once
queued, the caller receives the appropriate announcement in step 3 and is then provided with
music until the call is answered by an agent or abandoned by the caller (steps 4 and 5).
Remember that the stop command halts vector processing but does not drop the call.
If the sending switch does not receive a call acceptance or call denial message within 120
seconds after the LAI call request, the LAI attempt is dropped. The sending switch continues
vector processing at the next step.

About Enhanced LAI

Enhanced LAI uses the same basic call vectoring commands as traditional LAI, but adds the
conditional interflow-qpos. Use Enhanced LAI when the preferred call flow performs an
LAI attempt after queueing the call.
Using the Enhanced LAI interflow-qpos conditional:

• Produces First in First Out (FIFO) or near FIFO call processing

• Uses less processing during LAI

The simple way to achieve FIFO

You can use the interflow-qpos conditional in a route-to or goto command to achieve FIFO
results.
For example, you can use the following route-to command with the conditional to achieve
FIFO results:
route-to number 9581234 with cov n if interflow-qpos=1

If you have a lot of remote agents, set the route-to command as follows:

route-to number 9581234 with cov n if interflow-qpos<=2

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The interflow-qpos conditional

The interflow-qpos conditional only applies interflow processes to a dynamic eligible
queue and to calls that are queued locally before the route-to is attempted.

The eligible queue is that portion of the split/skill queue that:

• Includes only calls that are not expected to be answered locally during the interflow
process at that moment relative to the call being processed
• Does not include direct agent calls because these calls are excluded from any interflow
process.
The following is an example of the interflow-qpos conditional used in a route-to
command:
route-to number _____ with cov _ if interflow-qpos CM x

where
• CM is the comparator. It is one of three symbols: =, <, <=

- With if interflow-qpos = x, the call is interflowed if it is at the x position from

the top of the eligible queue.
- With if interflow-qpos < x, the call is interflowed if it is among the top x-1
of the eligible queue.
- With if interflow-qpos <= x, the call is interflowed if it is among the top x
eligible calls.
• x indicates the call position in the eligible queue. Valid queue positions are 1 through 9.
The top queue position is 1. The eligible queue is made up of calls from the first local split
or skill that the call has been queued to due to previous steps in the vector.

Note:
Calls that are likely to be serviced locally before an LAI can be completed are not eligible
for interflow since the calls are excluded from the eligible queue. Calls that are likely to be
answered are identified based on conditions of the split/skill to which the call is queued and,
under certain conditions, an administered minimum EWT threshold value.
The following is an example of the interflow-qpos conditional used in a goto command:
goto step/vector ____ if interflow-qpos CM x

where
• CM is the comparator. It is one of six symbols: =, <>, <, <=, >, >=
• x indicates the call’s position in the eligible queue. Valid queue positions are 1 through 9.
The top queue position is 1.

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Calls that are likely to be serviced locally before an LAI can be completed are not eligible for
interflow since the calls are excluded from the eligible queue.

When does a call not interflow?

A call does not interflow under the following circumstances:
• If the interflow-qpos conditional is not met.
As with other conditionals, the route-to number... if interflow-qpos step or the goto step/
vector branch is executed only if the conditional is met, otherwise vector processing goes
to the next step.
• If the call is not in a split or skill queue, or not in the eligible portion of the queue when the
conditional step is executed.
If the call is not in queue when the “route-to number... if interflow-qpos” step is executed,
a vector event is logged and vector processing continues at the next step.
If the call is not in queue when a “goto... if interflow-qpos” step is executed, the queue
position of the call is treated as infinite in determination of the conditional.

Note:
A vector event is not logged if the call is in queue, but is not in the eligible portion of
the queue.
• Interflow failure or LAI rejection
Interflow failure or LAI rejection will also go to the next step. Route-to operation and
feature interactions will be the same as other configurations of the route to number
command, for example, route to number ___ with cov _ if digit CM x.
The following table outlines what action is taken for different cases of interflow eligibility.
Case Action at route-to step Action at goto step
The call not eligible for The call is never routed. Treat as if the interflow queue
interflow. position is infinite.
The call is not in any split The call is treated as if the Treat as if interflow queue
queue. interflow queue position is position is infinite.
infinite.
The call is eligible for Act according to the Act according to the
interflow. conditional. conditional.

Setting the minimum EWT

About this task
The minimum expected wait time (EWT) threshold that is used to help determine which calls
are more likely to be answered locally is administered on the Feature-Related System

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Parameters screen. Minimum EWT is used when the local agents, that is, in the first split/skill
to which the call is queued, are handling a significant number of the calls. If these agents are
not handling a significant number of calls, the call is eligible for LAI even if its EWT is lower
than the threshold.

Note:
When enhanced LAI vectors or the look-ahead EWT threshold are administered
inappropriately, remote agents can experience phantom calls or a delay between becoming
available and receiving an ACD call.
Use the SAT terminal or terminal emulator to administer Communication Manager.
To set the minimum EWT threshold:
Procedure
1. In the command line, type change system-parameters feature and press
Enter.
The system displays the Feature-Related System Parameters screen.
2. Find the page of the Feature-Related System Parameters screen that has the
Interflow-Qpos EWT Threshold field.
If Look-Ahead Interflow is active, the Interflow-Qpos EWT Threshold field can be
administrated.
3. In the Interflow-Qpos EWT Threshold field, enter the number of seconds, as a
number from 0 to 9, that you want for the EWT threshold.
The default of two seconds is recommended.

Note:
When the look-ahead EWT threshold field is set too low, remote agents can
experience phantom calls.
4. Press Enter to save your changes.

Example of single-queue multi-site operation

In the scenario, all new calls for a given customer application are routed by the public network
to only one of the switches in the network, where the calls are put in the queue.
Local agents service the calls from the queue in the normal fashion; however, remote agents
service calls by means of enhanced look-ahead.
The switch with the call queue does rapid enhanced look-ahead attempts to all other switches
in the network that can service this call type, looking for an available agent.
Normally, the look-ahead attempts are placed only on behalf of the call that is at the head of
the queue (interflow-qpos = 1). However, in scenarios where there are large numbers
of agents at a remote Communication Manager, interflows on behalf of more than one call can

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be necessary to outflow a sufficient volume of calls to keep all agents busy (interflow-qpos
<= 2).
Vector to back up split
1. announcement 3501
2. wait-time 0 secs hearing music
3. queue-to skill 1 pri m
4. route-to number 93031234567 with cov n if interflow-qpos = 1
5. route-to number 99089876543 with cov n if interflow-qpos = 1
6. wait-time 5 secs hearing music
7. goto step 4 if unconditionally

Interflow call attempts are placed on behalf of the call that is at the beginning of the queue
every five seconds to the two other Communication Manager in the network.
If queueing times are very long, five minutes, for example, and the call is not near the beginning
of the queue, going through the vector loop from step 4 to step 7 every 5 seconds is of no avail.
The FIFO processing vector is more efficient.

Example of maintaining FIFO processing with LAI

One of the advantages of enhanced LAI is the ability to provide FIFO or near-FIFO call
processing. The following example shows a vector that is used to achieve such call
processing.
FIFO processing vector

1. announcement 3501
2. wait-time 0 secs hearing music
3. queue-to skill 1 pri m
4. goto step 7 if interflow-qpos < 9
5. wait-time 30 secs hearing music
6. goto step 5 if interflow-qpos >= 9
7. route-to number 93031234567 with cov n if interflow-qpos = 1
8. route-to number 99089876543 with cov n if interflow-qpos = 1
9. wait-time 5 secs hearing music
10. goto step 7 if unconditionally

In this vector:
• The rapid look-ahead loop is only entered when the call reaches one of the top 8 positions
in queue.
• The number of executed vector steps is reduced dramatically when call waiting times are
long.
It is important to write vectors so that calls at the head of the queue have advanced to the rapid
look-ahead loop by the time their turn to interflow has been reached. In the vector example
shown above, if 8 calls can be serviced from queue in less than 30 seconds (which is the loop
time on step 5), there can be a delay in outflowing calls to available agents at the remote
sites.

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Single-queue FIFO considerations

• When there are available agents, calls are always delivered to available agents at the
queueing Communication Manager before available agents at the remote Communication
Manager.
• When there are calls in the queue and agents serve calls from multiple applications, the
agents always service calls from the applications that are queued locally before calls from
applications that are queued at another Communication Manager.
• Use backup VDNs and vectors ito provide continuous operation in the event of a failure
at a queueing Communication Manager.
• EWT predictions cannot be made if the split or skill in which the calls are queued has no
working agents.
• EWT predictions can be temporarily inaccurate if there are sudden, major changes in the
number of working agents in the split or skill in which the calls are queued.

Example of LAI in a tandem switch configuration

To route calls over ISDN facilities, you can implement tandem LAI by using the route-to
command that contain external destinations. This configuration is shown in the following
figure.

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Sending switch operation

The sending switch is unaware that its LAI call is being tandemed to an alternate switch. The
operation of the sending switch in the tandem switch configuration is the same as that in the
two-switch configuration.

Tandem switch operation

If the receiving Communication Manager executes a route-to command that routes the call
over an ISDN facility before call acceptance, the route-to command is performed on a look-
ahead basis in the same manner as a sending Communication Manager. If the call is accepted
at a far-end Communication Manager, acceptance is passed to the sending Communication
Manager, and call control is passed to the far-end Communication Manager, along with
tandeming of the original calling party information and the original DNIS name. If the call is
denied, the next step of the tandem switch vector is executed.
The following example shows a tandem switch vector.
Tandem switch vector example
1. goto step 6 if expected-wait in split 30 pri h > 30
2. queue-to split 30 pri h
3. announcement 200
4. wait-time 2 seconds hearing silence
5. stop
6. route-to number 4000 with cov n if unconditionally
7. busy

Step 1 of this vector checks the inflow threshold. If the inflow criteria are acceptable, the vector
flow drops to step 2, where the queue-to split command provides acceptance to the
sending Communication Manager. Thereafter, steps 3 through 5 provide a typical queueing-
wait scheme.
If the inflow criteria are not acceptable, a branch is made to step 6. The route-to command
in this step checks another Communication Manager that is enabled with LAI on a look-ahead
basis. If this far-end Communication Manager rejects the call, a denial message is relayed
back to the tandem Communication Manager, which then drops the LAI call attempt. On the
other hand, if the far-end Communication Manager accepts the call, an acceptance message
is relayed all the way back to the sending Communication Manager.
No ringback is provided in this tandem Communication Manager vector. This is necessary so
that an acceptance message is not returned to the sending Communication Manager. This
operation is appropriate for the caller because the sending Communication Manager has
already returned an announcement before a LAI attempt is made to the receiving
Communication Manager.
Be sure that the sending Communication Manager is not used as a backup location for the
tandem Communication Manager or for any of the far-end Communication Manager. If the
sending Communication Manager is administered in this manner, all trunk facilities can be tied
up by a single call.

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Far-end switch operation

The far-end switch is also unaware that tandeming has taken place. The far-end switch
functions in the same manner as the receiving switch within the two-switch configuration.

LAI-initiated path replacement for calls in vector processing

About path replacement for calls in vector processing

You can use QSIG or DCS with Reroute using ISDN SSE for path replacement for calls in
queue. For calls that are waiting in queue or in vector processing, even if the call is not
connected to an answering user, Communication Manager can attempt a path replacement to
find the optimum path for the call.
You can use the route-to command with LAI to initiate a QSIG path replacement for a
call.
If the terminating Communication Manager receives a Path Replacement Propose operation
for a call that is in queue or vector processing, Communication Manager immediately initiates
path replacement using the path replacement extension if the Path Replace While in Queue/
Vectoring field is set to y and the Path Replacement Extension field has a valid entry. The
fields are located on the ISDN Parameters page of the Feature-Related System Parameters
screen.

Example LAI vector

The following example shows how an LAI vector can be written to trigger path-replacement at
the terminating switch.

Note:
In order for a path-replacement to be attempted, the incoming and outgoing trunks that are
used for the call must be administered with the Supplementary Service Protocol field set
to b.
LAI-initiated path-replacement vector
1. wait 0 seconds hearing music
2. queue-to skill “n” if available-agents < 6
3. route-to number “ARS number for ISDN trunk” with cov n
4. wait 999 seconds hearing ringback

At the receiving Communication Manager, the vector that processes the incoming call must
use an announcement, or wait hearing music vector command to enable path-
replacement.

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DNIS and VDN Override in an LAI environment

LAI handles Dialed Number Identification Service (DNIS) and VDN Override in various ways,
depending on a number of different characteristics of the call. DNIS, as described in Call
Vectoring fundamentals, allows any agent with a display-equipped telephone to receive visual
displays that specify the name of the called VDN. VDN Override in its basic form allows the
name of a subsequently routed to VDN to be displayed to the answering agent instead of the
name of the originally called VDN.
The following sections discuss how LAI handles DNIS and VDN Override.

DNIS information displayed to answering agent

For LAI, the DNIS name, which is the called VDN name from the sending switch, is presented
on the display for the answering agent on the receiving switch if all of the following are true:
• The LAI option is enabled.
• The call routes to a VDN.
• The DNIS name field is not blank.
The type of DNIS information that is displayed depends upon a number of different scenarios.
This information is presented in the following table.

Scenario Information displayed

Tandem LAI call Look-Ahead Interflow DNIS information from the
original LAI call.
No redirection at the sending switch VDN name according to Override rules at the
sending switch (active VDN).
Redirection at the sending switch (VDN Original VDN name, or
in coverage path) If multiple VDNs are accessed, the name of the
VDN that was last accessed by a route-to
command.
Sending switch sends a blank DNIS Name associated with the receiving VDN. This
Name field (that is, a name is not name can be changed according to the rules of
assigned to the sending switch called VDN Override at the receiving switch.
VDN) or the trunk group is administered
to not send the LAI name.

Note:
VDNs that map to vectors that place LAI calls must have their ISDN Calling Party Number
(CPN) prefixes administered. If an ISDN CPN prefix is not administered, the assigned VDN

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name is not sent. Instead, a DNIS of all blank space characters is sent and displayed on the
answering agent’s terminal.

Originator display
For internal calls, the originator display contains the same information as for Basic Call
Vectoring, but the originator can receive unwanted display updates during LAI call attempts.
In this case, LAI calls must go out over trunk groups that have the Outgoing Display field set
to n and internal callers who call the trunk group can view the dialed digits on their phone
display.

LAI with network ADR

Call Vectoring and LAI are compatible with and supplement the network services Alternate
Destination Redirection (ADR) rerouting feature or equivalent service from other network
providers. ADR uses ISDN-PRI connectivity with the switch in the same manner as LAI to allow
the receiving system to indicate whether a call is to be accepted or rejected. The same type
of vector that is used as a receiving ACD for LAI is used at the ADR-receiving ACD. If the call
is accepted, it is connected to the system. If the call is rejected, the network routing number is
translated to another number that routes the call to the alternate location within dialing-plan
constraints. ADR allows for only one alternate location. LAI can be used at the alternate
location to test other locations for less-busy conditions.
The following figure shows the configuration for a multilocation application.

The network requires ISDN-PRI connectivity to primary location A. Connection to secondary

location B does not have to be ISDN-PRI. ADR attempts to route the call to location A over the
ISDN-PRI link using a routing number that selects a VDN that is assigned to the receiving
vector shown.
When the routing attempt is made, Call Vectoring starts processing the vector. The example
then proceeds at location A as follows:

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1. Step 1 checks for staffing of the ACD split, and branches to step 3 if it is not
staffed.
2. If the ACD split is staffed, step 2 checks the oldest call waiting time in the split, and
branches to step 4 if it is less than 60 seconds.
3. If the ACD split is unstaffed or if the oldest call waiting time is more than 60 seconds,
step 3 rejects the call and returns a busy indication to the network.
4. If the oldest call waiting time is less than 60 seconds, step 4 accepts the call and
queues it. ADR then connects the call through to the receiving system.
5. Steps 5 through 7 provide ringback, announcement, and music to the caller.
If the vector at location A rejects the call by sending a busy indication back to the network over
the ISDN-PRI link, ADR reroutes the call to location B which must accept the call. If location
B is closed or too busy to take the call, location B can use Call Vectoring and LAI to check
other locations. If other locations exist and can take the call, location B can forward the call. If
other locations do not exist or cannot take the call, location B can use Call Vectoring to route
the call to location A. If location A is not open, location B can use Call Vectoring to provide an
announcement or a busy tone to the caller.

Multi-site applications for Enhanced LAI

Enhanced LAI has the following principal applications in a multi-site environment:
• It is possible to implement a single-queue FIFO operation for any application. However,
for maximum efficiency and flexibility, use BSR instead of LAI.
• LAI can be used in combination with BSR in networks with extremely low call volumes.

LAI considerations

Consideration Description
Carrier compatibility LAI works with several major carriers. To find out if the LAI
capabilities work with your carrier, check with your account
team for current information. If testing has not been done to
verify operation over the public networks involved with the
preferred specific configuration, use private ISDN trunking
between the nodes until successful testing is complete.
ISDN routing with LAI enabled: All calls routed over ISDN
facilities by a route-to number with cov n or route-
to digits with cov n vector command on a communication
server where LAI is enabled are treated as LAI call attempts.
A vector can route a call over an ISDN facility to a destination
that is not a VDN. The sending communication server
processes this call as an LAI call even if the call is not an LAI

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 Look-Ahead Interflow

Consideration Description
call. ISDN processing at the receiving communication server
causes the call to always be accepted. However, the DNIS and
any other information in the LAI information forwarded with the
call are ignored.
Interim call handling before LAI is accepted by receiving
communication server: Until the LAI attempt is accepted by the
receiving communication server, the caller continues to hear
any feedback applied by the sending communication server
vector and remains in any split or skill queue.
Call handling with Route-to Route-to number with cov y or route-to digits
number or Route-to digits with cov y commands does not result in an LAI call attempt.
handling with coverage The commands always complete the call. Do not use the
command if the vector at the receiving communication server
can deny the call, since the caller in this case hears a busy
signal. Use this command with coverage y only when you want
unconditional interflow with LAI active and the terminating
communication server is set up accordingly.
Continuity during call Audible feedback can be provided to the caller before interflow
transfer between is attempted. Therefore, another audible feedback from the
communication servers receiving communication server can confuse the caller. For
example, a caller hearing ringback on the sending
communication server can be confused if music is applied
suddenly when the call interflows to the receiving
communication server.
Backward compatibility of For backward compatibility of LAI applications between Avaya
LAI applications communication servers, leave the Send Codeset 6/7 LAI IE
field on the Trunk Group screen to the default y. Existing LAI
applications continue to operate as before, even after you
upgrade.
You can use enhanced LAI available in the communication
server without any network or trunk administration changes, by
adding the “interflow-qpos” conditional to original LAI vectors.
AAR/ARS ISDN facilities used to provide LAI to a VDN on another
communication server in a private network can use the AAR
feature if private facilities are to be used for call routing.
Agent Telephone Display If collected digits are forwarded with an interflowed call, the
forwarded digits are displayed to the answering agent on the
telephone display.
Attendant Control of Trunk Calls do not route over a trunk with Attendant Control of Trunk
Group Access Group Access set.
Authorization Codes Authorization codes are not required for interflow routing.
Assign a high enough FRL to the VDN so that the route desired
for routing interflow calls can be used without requiring an
authorization code entry. If a route choice is encountered that
requires a higher FRL, the interflow is an invalid destination,

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Consideration Description
rejected for LAI or not available for standard interflow, without
the application of recall dial tone.
BCMS Neither does BCMS log LAI attempts nor does BCMS report
accumulated in-VDN time.
Call Detail Recording - No ineffective call attempt or outgoing call CDR records are
Sending Server generated for vector route-to commands that are
unsuccessful including denied LAI attempts.
If a local call to a VDN generates an LAI call attempt that is
accepted and answer supervision is returned from the
receiving communication server, one outgoing call CDR record
is generated with the originating extension as the calling
number.
If an incoming call to a VDN generates an LAI call attempt that
is accepted, and no answer supervision is returned from the
receiving communication server, one incoming CDR record is
generated. The VDN is the called number and the duration is
from the time answer supervision was provided to the incoming
trunk.
If an incoming call to a VDN generates an LAI call attempt that
is accepted and answer supervision is returned from the
receiving communication server, two incoming CDR records
are generated:
• An incoming record with the VDN as the called number and
the duration as the time since answer supervision was
provided to the incoming trunk. This is generated if the call
is initially answered in the sending communication server
before interflow takes place.
• An outgoing record containing the incoming trunk information
as the calling number and the dialed digits and the outgoing
trunk information as the called number.

Call Detail Recording - On the receiving communication server, an incoming LAI call
Receiving Server is treated like any other incoming vector call.
If answer supervision is returned by the vector and the call
does not terminate to another destination, the VDN extension
is recorded as the called number in the CDR record.
If the call terminates to a hunt group, the VDN, hunt group, or
agent extension is recorded as the called number. If the
Record VDN in Record field on the Feature-Related System
Parameters screen is y, the VDN extension overrides the Call
to Hunt Group - Record field entry for vector calls.
Call Prompting Digits collected at the sending Communication Manager, no
matter how the digits are collected (caller-entered, ASAI
provided, CINFO provided) are forwarded with interflowed
calls and available at the remote Communication Manager
using Information Forwarding.

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Consideration Description

Note:
Dial-ahead digits are not forwarded with the call. There is a
maximum of 16 forwarded digits.
Centralized Attendant A centralized attendant can be an LAI destination.
Service
VDN Name Display The VDN name, part of the LAI information forwarded with
calls, can be up to 15 characters long. Any characters over this
limit is dropped. On Communication Manager, a VDN name
can be administered with as many as 27 characters.
Distributed Networking - LAI, whether enhanced or no, does not function with systems
Manufacturers Specific from other vendors unless that vendor develops a
Information (MSI) corresponding capability that works with the Avaya
communication server.
Facilities Restriction Level The FRL for interflow over ARS/AAR route choices is assigned
and Traveling Class Marks to the original VDN used for the incoming call.
Incoming Call You can use the adjunct routing capabilities of vectoring at the
Management sending communication server to determine if a call must be
interflowed. You can use the adjunct routing at the receiving
communication server to tandem the call to a far-end
communication server.
If the call terminates to a tandem trunk, two CDR records are
generated:
• An incoming record with the VDN as the called number and
the duration as the time since answer supervision was
provided to the incoming trunk.
• An outgoing record containing the incoming trunk information
as the calling number and the dialed digits and the outgoing
trunk information as the called number.

Network Access LAI operates over public, private, or virtual private networks.
ISDN-BRI and -PRI networks that meet minimum network
requirements.
The sending of an LAI codeset 6/7 information element is
counted toward Message Associated User-to-User Information
(MA-UUI) counts.
Path replacement for For calls that are waiting in queue or in vector processing, even
QSIG/DCS ISDN calls if the call is not connected to an answering user, path
replacement using QSIG can be attempted to find a more
optimal path for this call. This results in more efficient use of
the trunk facilities.
The QSIG ISDN or DCS ISDN trunk path replacement
operation can be triggered for ACD calls by the LAI route-
to number vector step, BSR queue-to best vector
step, and the adjunct routing vector steps.

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Consideration Description
QSIG LAI and information forwarding function over QSIG trunk
facilities if the remote locations are Avaya communication
servers. You can get LAI call control functionality with other
vendors if an Avaya communication server is the starting
point.
RONA Calls redirected to a VDN by RONA can subsequently be
processed and routed by LAI applications.
Service Observing You can observe a call in LAI processing using VDN observing
throughout the life of the call as long as the call is still
connected through the local communication server. All current
restrictions on Service Observing still apply. Incoming calls can
be service observed at the remote communication server.
Trunk-to-Trunk Transfer Interflowed calls can be transferred by a receiving
communication server to another trunk connection.
VDN Override The name of the active VDN for a call is displayed at the remote
answering agent.

Maximum Agent Occupancy

The Least Occupied Agent (LOA) and Most Idle Agent (MIA) methods attempt to maintain
equitable agent occupancy rates based on the time spent in call service. In contrast, SLM
operations are driven solely by the needs of a skill in terms of meeting a specified target service
level and overall occupancy rates for individual agents are not a factor in the agent selection
process. Instead, a Maximum Agent Occupancy (MAO) threshold can be used to achieve
equitable agent occupancies and prevent agent burnout.

Note:
MAO can be used even when SLM is not active on the system, but MAO must be used with
an EAS system or an EAS system using Business Advocate.
The MAO threshold is a system-administered option with a system-assigned maximum
occupancy percentage value applied across all administered agents and is based on the total
percentage of agent time in servicing calls. MAO data is derived from the same calculations
that are used to derive the LOA.
When an agent who exceeds the specified MAO threshold attempts to become available, the
agent is automatically placed in the Aux work mode for the reason code administered for this
purpose. When the occupancy for such “pending” agents drops below the MAO, the agents
are released from the Aux work mode and made available.

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When to use MAO

MAO is designed to provide short work breaks for agents who have high occupancy rates and
is used in call centers that use SLM, Avaya Business Advocate, or otherwise have some agents
with high occupancy rates. High occupancy agents tend to be those agents with the highest
skill level, or single-skill SLM agents.
MAO is not intended for call centers whose agents are administered in a highly similar manner.
The MAO threshold must be set to a value that is sufficiently high to prevent situations where
large numbers of agents are simultaneously put into the Aux work mode.

Determining when an agent is pending availability due to MAO

When an agent is put in to the Aux Work mode while pending availability because the agent's
occupancy is above the system assigned limit, the agent's Aux Work button is lit indicating the
agent is in Aux Work. This Aux Work condition is reported to the CMS adjunct reporting system
using the system assigned reason code for MAO. If the agent has more than one Aux Work
button assigned on their station set because the Aux buttons are associated with specific
reason codes, the button that has the MAO reason code assigned will be lit. If none of the
buttons have that reason code assigned, the Aux Work button that doesn't have an assigned
reason code will be lit.

Manual-in mode
For agents in manual-in mode, when the agent exceeds the maximum-administered
occupancy threshold, the agent is first put into the after-call work mode after the current call
drops.
The agent is then put into the auxiliary work mode for the administered MAO reason code if
the agent attempts to become available again by pressing the Manual-In button or dialing the
FAC while occupancy is still above the maximum. When the occupancy for the agent drops
below the administered maximum, the agent is put back into manual-in mode.

Auto-in mode
For agents in auto-in mode, when a call drops, the Communication Manager automatically
attempts to make the agent available again. If the occupancy for this agent has exceeded the
maximum-administered level, the agent is put into auxiliary work mode for the MAO reason
code instead of auto-in until the agent occupancy level has dropped below the administered
maximum.

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Manual override of MAO Aux mode

If an agent wants to manually override the Aux work mode and leave the pending available
state to make or receive an ACD call, the agent must do either of the following:
• Press the auto-in/manual-in button twice.
• Enter the FAC code twice.

Default Aux work reason code for MAO pending state

On the Feature-Related System Parameters screen, the default value in the Maximum Agent
Occupancy AUX Reason Code field is set to 9. If reason code 9 is already being used to
track other Aux time activities, agent time spent in the MAO pending state is combined with
the time spent in those other activities. For this reason, you must designate an Aux work reason
code solely for the time spent in the MAO pending state.

Important:
Do not use reason code 0 to track MAO Aux time.

Evaluating MAO using CMS reports

Avaya CMS includes database items that you can use to verify that MAO is functioning properly.
In CMS Supervisor R12 or later, the historical Agent Summary report includes two fields that
can be used to evaluate MAO performance. Depending on how you treat after call work in
agent occupancy calculations, inspect one of the following fields:
• % Agent Occup w/ACW
• % Agent Occup w/o ACW
If the agent occupancy percentage is less then or equal to the specified MAO percentage, then
this is one possible indication that MAO is functioning properly. You can also review agent AUX
Work time for the reason code that you assigned for time spent in the MAO pending AUX Work
state.
It is possible for an agent to have an occupancy that exceeds the MAO threshold if a recent
call caused the agent to exceed the MAO threshold and insufficient time has elapsed for the
agent occupancy to adjust.

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MAO interactions
• Skills that are administered as auto-available ignore the maximum occupancy system
parameter. In other words, MAO does not apply.
• If the messaging system and the VRU skill are not assigned as Auto-Available Skills
(AAS), the ports enter the pending availability Aux work mode.
• An agent pending availability because of Maximum Occupancy is put at the bottom of the
idle queue when the agent becomes available, if the hunt group is MIA.
• If the occupancy of an activated reserve agent is above the maximum, the agent
availability is pending until the agent occupancy drops below the maximum with Avaya
Business Advocate.
• When an agent that has been pending availability because of maximum occupancy
becomes available, the agent ID is auto-reserved if the ID meets the auto-reserve
criteria.
• Maximum Occupancy uses the same options and implementation as Least Occupied
Agent (LOA) for determining an agent occupancy. The occupancy includes the agent time
with ACD calls ringing, calls active, calls on hold at the agent voice terminal, and logged
in After Call Work if the system option or specific agent login ID option treats ACW as
agent work time. In other words, the field is set to y.
• (ACW) if the system-wide decision is made to treat ACW as agent work time.
• Agents that have been pending availability because of MAO are placed into the idle queue
based on his occupancy, if the hunt group is LOA.
• When an agent becomes available or leaves ACW from a direct agent call, the agent
availability is pending if the agent occupancy is above the maximum.
• An agent does not receive new Multiple Call Handling calls if the occupancy is above the
system administered maximum. An agent availability is pending when the agent has
dropped all active ACD calls.
• If an agent manually enters the Aux work mode with the maximum occupancy reason
code, the agent is not treated as an agent with pending availability. The agent is treated
as an agent in the Aux work mode and the agent must manually change the work
mode.
• After the Timed After Call Work timer has expired, an agent availability is pending if the
agent occupancy is above the maximum. While availability is pending, the agent is placed
in the Aux work mode instead of auto-in until the agent occupancy drops below the
maximum.
• An agent whose occupancy is above the system maximum is forced to enter Forced
Stroke Counts or Forced Call Work Codes before pending availability. After the Stroke
Count or CWC has been entered, if the agent attempts to go to an available mode, the

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agent is put in the Aux work mode for MAO if the occupancy has exceeded the
maximum.

Multiple Call Handling

MCH applications
With Multiple Call Handling (MCH), agents can receive additional calls without dropping the
active call. Examples of applications include:
• An agent puts a call on hold to retrieve caller information.
• ACD calls are more important to business than non-ACD calls. Use MCH to interrupt
agents who are on non-ACD calls.
• If calls from one skill such as sales are more important than calls from another skill such
as service, use MCH to interrupt agents to receive calls from the more important skill.
You can use MCH in an EAS or non-EAS environment.
• With EAS, you can administer any combination of MCH and non-MCH skills for an agent.
If an EAS agent is a member of both MCH and non-MCH skills, the agent can handle
multiple ACD or DAC calls in the MCH skills.
• Without EAS, agents log in to only one split if the split is an MCH split. An agent logged
in to a non-MCH split cannot log into an MCH split.

MCH Settings

On request
In on-request splits or skills, the following is true:
• If an agent enters the auto-in or manual-in work mode, but there are no calls in the queue,
the agent is placed at the bottom of the MIA queue or at the bottom of the assigned skill
level in the EAD queue, or is made available in the DDC queue.
• Agents must select the auto-in or manual-in work mode for each new ACD call the agents
take while a call is on hold.
• The agent can take additional ACD calls as long as there is an available line
appearance.

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Use on-request MCH in conjunction with a feature, such as VuStats, which agents can use to
see when the queue is getting full and take additional calls.

One forced
An agent who is idle or active on a non-ACD call is automatically interrupted with an ACD call
from this split or skill when no other ACD call for any of the agent’s splits or skills are alerting,
active, or held. In addition, the following must also be true:
• The agent is in manual-in or auto-in work mode.
• The agent is the most idle or next available.
• An unrestricted line appearance is available.
• Aux work or Move from CMS are not pending.
As long as an ACD call is active or held, the agent does not automatically receive an additional
call from the one forced split or skill. An agent in a one forced split or skill in auto-in or manual-
in work mode is unavailable for that split or skill from the time that an ACD call rings until all
ACD calls are abandoned, redirected, or dropped. However, the agent can request another
ACD call from a one forced split or skill by placing the active call on hold and selecting manual-
in or auto-in work mode.
If an agent with multiple skills is active on an ACD call for a group with one forced MCH, the
agent can be forced to take an ACD call for one of other skills of the agent, depending on the
MCH settings of the skill.
Because one forced MCH forces an ACD call to alert an agent who is not on an ACD call, use
one forced when you want ACD calls to take precedence over other calls.

One per skill

You must have EAS to use one per skill MCH. An agent with no ACD calls for the skill is
automatically interrupted with a single ACD call from this skill under the same conditions listed
for one forced.
If a one per skill call is active or held, the agent does not automatically receive additional calls
from the skill. However, the agent can request another ACD call from a one per skill in the usual
way.
If an agent with multiple skills is active on an ACD call for a one per skill group, the agent can
be forced to receive an ACD call for one of the other skills if those skills are many forced or
one per skill MCH.
Use one per skill MCH when calls from one skill are of a higher priority than other ACD calls.

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ACD features

Many forced
Agents are automatically interrupted with an ACD call under the same conditions listed for one-
forced. As soon as an agent answers an alerting ACD call, the agent immediately becomes
available to receive another ACD call from a many-forced split or skill.
Agents in many-forced groups in auto-in or manual-in work mode are unavailable only when
an ACD call is ringing.
Use many-forced MCH when agents must answer important or urgent calls, even when agents
must put equally important calls on hold. You can also use many-forced MCH to force direct
agent calls to an agent.

MCH example
In this example, an agent is logged into four skills, each with a different MCH option. The
following table shows how calls are delivered when an unrestricted-line appearance is
available and the agent is in auto-in or manual-in work mode (Aux work mode is not
pending).

Calls delivered?
Condition Skill 1 Skill 2 Skill 3 Skill 4
(MCH=one- (MCH=one- (MCH=one- (MCH=many-
request) forced) per-skill) forced)
No calls on set yes yes yes yes
One active extn call no yes yes yes
Skill 1 call active no yes yes yes
Skill 2 or 4 call active no no yes yes
Skill 3 call active no no no yes
Extn call held, no other no yes yes yes
action
Skill 1, 2, or 4 call held, no no no yes yes
other action
Skill 3 call held, no other no no no yes
action
Extn call held, then AI/MI yes yes yes yes
selected
Skill 1,2,3, or 4 call held, yes yes yes yes
then AI/MI selected

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 Multiple Call Handling

Agents and supervisors in on-request MCH splits or skills can use Queue Status, VuStats, and
BCMS/CMS reports to determine if a waiting call must be answered immediately.

MCH considerations
• Agents can receive multiple calls only when in the auto-in or manual-in work mode. All
Forced MCH calls are terminated at the agent station, not with zip tone. Requested MCH
calls are delivered with a ring or zip tone.
• Agents can toggle between the auto-in and manual-in work mode.
• If an agent selects the ACW or Aux work mode with calls on hold, the work mode is
pending until all calls complete or until an manual-in call completes. New ACD calls are
not delivered when the Aux work mode is “pending”. When an ACD or direct agent call
with pending ACW completes, the agent enters ACW. When an agent is active on a non-
ACD call with ACW pending, the agent can receive the Forced MCH calls.
• If an agent is either in the auto-in work mode and active on an ACD or direct agent call,
or in auto-in or manual-in work mode and active on a non ACD call, and a manual-in ACD
or direct agent call abandons from hold, the agent is pending for the ACW work mode
and the after-call button lamp flashes.
• If an agent reconnects to an ACD or direct agent call on hold, the work mode changes to
the call work mode, that is, auto-in or manual-in.
• Do not use Forced MCH with DDC distribution because the first agent continues to receive
calls until all line appearances are busy.

MCH interactions

Interaction Description
Automatic Hold To answer a ringing ACD call, an agent in a many-forced, one-
forced, or one-per-skill split or split or skill pushes the line-
appearance button. If automatic hold is administered, the
active call is automatically placed on hold. Otherwise, the
agent must first push hold.
Call Work Codes and Agents who handle multiple ACD calls simultaneously with
Stroke Counts MCH can enter CWCs and Stroke Counts. When an agent
does so with multiple calls on the station, the code/count is
associated with the last call the agent handled. If an agent
enters a code/count during an active call with calls on hold, the
code/count is associated with the active call.
If an agent with on-request MCH is active on a call that requires
forced entry of CWC or stroke counts and places the call on

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Interaction Description
hold without entering a code/count, the agent cannot request
another call.
If agents with many-forced MCH are in a split or skill with forced
entry of CWC or stroke counts, the agent are forced to handle
an ACD call even if the agents have not entered a code or a
count.
Direct Agent Calling Agents can handle multiple direct agent calls if their direct
agent skills have MCH. The queue-status indicator is not lit
when a direct agent call queues to a split or skill. Agents are
notified that calls are waiting with a ring ping and a flashing
current-work-mode lamp.
Forced Agent Logout from An agent in ACW is logged out because the Forced Agent
ACW Logout from ACW timer has expired, even if the agent has ACD
calls on hold.
Move Agent While Staffed An agent with a move pending can place a call on hold and
request another ACD call. All calls and ACW must complete
before the pending move occurs.
Non-ACD calls If an agent activates the Auto-In or Manual-In work mode with
calls on hold, the agent can answer or originate a non-ACD
call. With on-request MCH, the agent is temporarily
unavailable for ACD or direct agent calls. With forced MCH, a
call can be delivered. If an agent in ACW reconnects to an
AUXIN/AUXOUT call, the agent remains in ACW.
Queueing When an agent is available, the agent is placed at the end of
the queue for Uniform Call Distribution (UCD) hunt groups or
at the bottom of the skill type for Expert Agent Distribution
(EAD) hunt groups, or is made available for Direct Department
Calling (DDC) hunt groups. When the agent becomes the most
available according to group type (UCD, EAD, or DDC), the
agent receives a queued ACD or direct agent call.
If the last agent on a forced MCH split or skill is pending for
AUX work mode in a non vector-controlled split, the agent must
empty the queue before going to AUX work mode. The agent
continues receiving ACD calls until the queue is emptied.
Redirection on No Answer If an agent has a call active or on hold and the RONA timer
expires for another ringing ACD call, RONA redirects the
alerting call back to the split or skill or administered VDN. The
agent is not taken out of service when the call redirects, but is
placed at the bottom of the Most Idle Agent (MIA) or Expert
Agent Distribution (EAD) queue.
Restricted line appearance If you administer last-available line appearance as Restricted
Last Appearance for an agent’s telephone, the agent does not
receive additional ACD calls because the appearance is
reserved for making conference or transfer calls.

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 Proactive Contact outbound calling improved reporting

Proactive Contact outbound calling improved reporting

Avaya Call Center customers using a Proactive Contact integration can track and analyze the
time agents in the Aux work mode spend on outbound calls using the same real-time and
historical CMS reports used by customers with other Outbound Call Management (OCM)
applications. This feature offers the following benefits:
• Delivers outbound Proactive Contact calls to agents that are in the Aux work mode as
though the calls were ACD calls associated with a skill specified for reporting.
• Includes calls in the Least Occupied Agent (LOA) occupancy calculations since
Communication Manager treats the calls as ACD calls.
• Tracks switch-classified and non switch-classified outbound calls on CMS as ACD-OUT
calls instead of as AUX-IN calls.
• Allows Avaya IQ to track calls using the Proactive Contact event stream instead of the
Management Information System (MIS) link Switch Protocol Interpreter (SPI) events off
the connected Communication Manager.

Prerequisites for using Proactive Contact outbound calling

improved reporting
You can use the improved integration with Proactive Contact outbound calling only if all of the
following Call Center conditions are true:
• The Expert Agent Selection (EAS) field is set to y on the System-Parameters Customer-
Options screen.
• The ASAI Link Plus Capabilities field or the Computer Telephony Adjunct Links field
is set to y. Both fields are located on the System Parameters Customer-Options
screen.
• The Call Center Release field is set to 4.0 or later on the System Parameter Customer-
Options screen.

Switch-classified and non switch-classified calls

Switch-classified outbound calls are outbound calls placed by the Proactive Contact dialer and
connected to the agents after the Communication Manager Call Classifier determines that the
call has been answered.

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Non switch-classified outbound calls are outbound calls that are automatically launched by
Communication Manager and connected to an available agent during call setup. This
configuration is also referred to as agent-classified calling.

The Proactive Contact Outbound Calling Process

Acquiring agents for outbound calling

About this task
The process described in this section applies to both switch-classified and non switch-
classified calls. Proactive Contact selects agents specified for inbound calls and uses the
agents for outbound calls as follows:
Procedure

1. Agents are assigned both inbound skills and a skill defined for outbound calling.
2. Agents log in to both Communication Manager and Proactive Contact and take
inbound calls in the auto-in or manual-in mode.
3. Agents select an outbound campaign using the Proactive Contact terminal.
4. Proactive Contact acquires agents who have selected an outbound campaign when
Proactive Contact determines that current staffing is more than adequate for
handling inbound calls.
The details are as follows:
a. Proactive Contact obtains an available agent by placing a call to the outbound
skill using an ASAI Third-Party Make Call operation with a phantom number as
the originator.
The call is made to a VDN whose vector has a queue-to outbound skill step.
This setup is used to acquire agents for outbound calling.
b. The queue-to step selects an available agent and Proactive Contact then
changes the work state of the acquired agent to the Aux work mode using the
ASAI Change Agent Work Modes request feature and then drops the
connection.
c. Proactive Contact then uses the Third-Party Make Call operation to send the
call to an announcement extension using the acquired agent as the
originator.
The agent hears a recording that says, You are acquired for outbound
calling. The connection then drops.
5. Proactive Contact launches an outbound call.

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 Proactive Contact outbound calling improved reporting

Launching switch-classified outbound calls

Procedure

1. Proactive Contact launches a switch-classified outbound predictive call request

through an ASAI Third-Party Make Call operation using a VDN as the originator.
2. When the call is classified as answered, Communication Manager connects the call
to the originating VDN.
The adjunct routing step in the assigned vector requests a route.
For more information about switch-classified calls, see Avaya Call Center Automatic
Call Distribution (ACD) Guide.
3. Proactive Contact does one of the following steps:
• If there is an acquired agent in AUX Work mode that is available for that
campaign, Proactive Contact immediately has Communication Manager
connect the call to that agent using a route-select message.
• If there is no available agent, Proactive Contact waits to send the route-select
message until an agent is available. The vector provides a message to the
called party, waits until the called party drops, or provides other programmed
treatment.
4. The call delivery is reported to the reporting adjuncts.
• CMS receives events for an ACD-OUT OCM (ACDO) call that is associated
with the assigned reporting skill instead of an AUX-IN call.
• Avaya IQ (if connected) receives a message to ignore these events.

Sample of Proactive Contact launching an outbound switch-classified call to

an agent in Aux work mode
The following example shows how Proactive Contact launches an outbound switch-classified
call to an agent in Aux work mode.

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VDNx - vector z
1. adjunct routing link 1
2. wait-time 2 secs hearing silence
3. announcment 42015
4. wait-time 10 secs hearing silence
5. goto step 3 unconditionally
6. disconnect after announcement 42020

Launching non switch-classified outbound calls

1. Proactive Contact launches an outbound call using an ASAI third-party make call
operation to an available acquired agent in Aux work. The priority call parameter for
the third-party make call operation must be set to y.
2. Communication Manager connects the call to the agent at the same time the
outbound connections are being established.
3. The call delivery is reported to the reporting adjuncts.
• CMS receives an ACD-OUT OCM (ACDO) call that is associated with the
assigned reporting skill instead of an AUX-IN call based on the setting of the
Third-Party Make Call priority flag. The call is reported to CMS only if Proactive
Contact non switch-classified calls are administered. For more information,
see “Administering PC non switch-classified calls for improved reporting” in
the Administering Avaya Aura ® Call Center Elite Features document.
• Avaya IQ receives a message to ignore these events.

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 Queue Status Indications

Proactive Contact improved reporting interactions

Interaction Description
BCMS You can use BCMS to track Communication Manager
switch-classified and non switch-classified calls. BCMS
reports for Proactive Contact (PC) include ACD-OUT
triggered and ACD time tracking. There is no ring-time
associated with PC calls since PC agents are logged in to
auto-answer stations.
Forced Agent Logout by Do not use the Call Center 4.0 Forced Agent Logout by
Clock Time Clock Timer feature with the Call Center 4.0 Improved
Integration with PC Outbound Calling capability. The PC
system places a PC agent in the Aux work mode when the
agent is making an outbound PC-imitated call. If the
administered time for Forced Agent Logout by Clock Time
is reached, the PC agent is logged out immediately.

Queue Status Indications

With Queue Status Indications, you can assign queue status indicators for ACD calls based
on the number of split or skill calls queued and the time in queue. You can assign the indications
to lamps on agent, supervisor, or attendant phones or on consoles to help users monitor queue
activity.
In addition, you can define auxiliary queue warning lamps to track queue status. On phones
and consoles with displays, you can display the number of calls queued and time in queue of
the oldest call in the split or skill.
You can use Queue Status Indications to provide status information for attendant groups or
other hunt group types such as DDC and UCD. With attendant groups, button names such as
AQT and AQC, are different than for split or skill queues, the display shows OPERATOR
instead of the split or skill name or extension and all status information applies to the attendant
group queue.
To know how many queue status buttons have been administered or the limit, see page 5 of
the System Capacity screen.

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Types of Queue Status Indications

There are two types of Queue Status Indications:
• Number of queued calls (NQC) - The system reports the total number of calls, excluding
direct agent calls, in queue at a hunt group.
• Oldest queued time (OQT) - The system reports the time in queue of the oldest call in a
split or skill queue.
You can also use auxiliary queue warning lamps to provide both types of indications. Install
the lamps at any location convenient to agents and supervisors.
If a queue status threshold is reached, the lamp next to the associated button flashes. If calls
are queued but the threshold is not reached, the lamp lights steadily. If no calls are queued,
the lamp goes dark.
If the OQT or NQC button on a phone or console with display is pressed, the following
information is briefly displayed:
• Split or skill name, or extension, if name is not assigned.
• Oldest queued time.
• Number of queued calls.

Queue Status Indication interactions

Interaction Description
Attendant and Telephone The timer and the queue status information can be
Display Timers displayed at the same time. On 1-line displays, the timer
is displayed in the last eight display positions and the
number of queued calls is not displayed. On 2-line
displays, the timer is displayed on the first line and the
queue status information is displayed on the second
line.
CMS When you use CMS to move an agent from one split to
another, all buttons associated with the first split, including
NQC and OQT buttons, become associated with the
second split. With EAS skills the move of an agent just
adds or removes skills the agent is logged into and the skill
assigned to the Queue Status Indicators do not change.

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Reason Codes
With reason codes, staffed agents can enter a numeric 1 or 2 digit code that describes the
reason for entering the Aux Work mode or for logging out of the system. Reason codes give
call center managers information on how agents spend their time. Use the data to develop
precise staffing forecasting models or use the data with schedule-adherence packages to
ensure that agents are performing scheduled activities at the scheduled time.
You can administer the codes so that entry of the code is forced or optional. You can have up
to 100 Aux reason codes, including a default code 0 and codes from 01 to 99.
You can use VuStats to display the reason code name or number. Use VuStats and CMS or
Avaya IQ to gather historical and real-time reason-code statistics.
You must enable EAS to use reason codes.

Types of reason codes

Reason code type Description
Forced reason code If you have administered forced reason codes, agents cannot
enter the Aux Work mode or log out until agents enter a code.
Agents can enter codes 1 - 99, but not the default code 0.
If an agent enters an invalid code or fails to enter a code within
the 10-second time out interval, the state change is denied and
the agent remains in the current work mode. If the agent dialed
a FAC, the agent hears an intercept tone. If the agent pressed
the aux-work button, the Aux lamp flutters and then goes dark
or lights steadily if the agent was already in the Aux Work mode
with a different reason code.
Requested reason code If you have administered requested reason codes, agents need
not enter a code to enter Aux Work mode or log out. Agents can
enter the codes 0 - 99. If an agent enters an invalid code or fails
to enter a code within the time out interval, the agent enters Aux
Work mode or logs out with default code 0.
Entering Aux Work An agent can enter an Aux reason code in one of three ways:
mode
• Pressing an aux-work button with an assigned code
• Pressing an aux-work button with no assigned code and
responding to the prompt for a reason code
• Dialing an aux-work FAC and responding to the dial tone
prompt for a reason code
If there are no calls ringing, active, or held at the telephone,
agents enter Aux Work mode immediately and the Aux lamp

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Reason code type Description

lights steadily. Otherwise, the Aux lamp blinks until the agent
completes all calls at the telephone.
If a button for Aux Work is associated with the reason code that
the agent entered, the button lamp lights. If no aux-work button
is administered, the system lights the first aux button lamp with
no administered reason code.
You can assign an aux button without a reason code. This allows
agents with a limited number of buttons to use all 100 reason
codes.
Logging out To log out with a reason code, the agent dials the logout FAC,
hears a second dial tone and enters a reason code. The agent
hears confirmation tone and is logged out.
Default code Default code 0 is used when the system puts an agent into Aux
Work mode or logs the agent out. For example:
• When an agent logs in and is put in to the Aux Work mode
• When an agent in the available state receives a non ACD call
• When the agent skill assignments are changed while an agent
is staffed (the system automatically logs the agent out and back
in)
• When an agent forces a logout without entering a code (for
example, by pulling the headset)
• When an agent who is requested to enter a reason code fails
to enter a valid code within the 10-second time out period
• When an agent with requested reason codes enters the pound
(#) sign or the asterisk (*).

Reason codes not The following reason codes cannot be made interruptible:
interruptible
• IP Failure Aux Work Reason Code
• Redirection on No Answer Aux Work Reason Code
• Redirection on OPTIM Failure Aux Work Reason Code
• Maximum Agent Occupancy Aux Work Reason Code
• Default Reason Code listed at the bottom one of the Reason
Code Names screen

Reason code considerations

• If an agent in Auto-In or Manual-In work mode dials the logout FAC but fails to enter a
reason code and logout reason codes are forced, the agent is returned to the available

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state. ACD calls are delivered even if the agent has left the phone. To prevent this, be
certain that agents enter Aux or ACW work mode before logging out.
• When an agent changes to Aux work mode and the Aux work reason code type is set to
none, the agent is put into Aux work mode with the default reason code even if you have
administered a different reason code for the Aux button. Setting Aux work reason code
in this way allows you to complete button administration before activating the feature.
• Do not administer Aux buttons without a reason code for hybrid station sets.
• When an agent in Aux work mode is active on a non-ACD call, the agent cannot
immediately change the reason code. A change is pending until the call drops.
• There is a limit to the number of agents who can simultaneously be entering either a
reason code or a Call Work Code.

Reason code interactions

Reason Code Description

Abbreviated Dialing You can program FACs for Aux work mode or logout with or without
an associated reason code on automatic-dial buttons or in
abbreviated-dial lists. At the reason code prompt, when an agent
selects an abbreviated-dial or automatic-dial button, the first digit of
the button is taken as the reason code.
Agents in Multiple When an agent who is assigned to multiple skills enters the Aux work
Skills mode with a reason code, the agent enters the Aux work mode for all
the skills with the same reason code.
ASAI ASAI allows a host to log an agent out and place an agent in the Aux
work mode with a reason code. The host can query the agent’s
current work mode and receive the reason code associated with the
Aux work mode.
Auto-Available Split/ The system logs AAS agents out for Redirection on No Answer with
Skill the default reason code.
Basic Call Statistics about the Aux work mode by reason code are not available
Management in BCMS reports.
System
CMS CMS tracks time in the Aux work mode by reason code and displays
reason codes for agents currently in that mode. When an agent is
moved from CMS while the agent is staffed, the system logs the agent
out using the default code, and then logs the agent back in again. If
an agent is in the Aux work mode when moved, the agent is returned
to the Aux work mode with the same reason code when the move is
completed.
Direct Agent Calling When a direct agent call is queued for an agent in AUX work mode
with a reason code, the appropriate AUX button lamp flutters to alert

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Reason Code Description

the agent to the queued call. If there is no AUX button lamp, agents
receive an audible alert (ring-ping or call-waiting tone). If there is an
AUX button with no assigned reason code administered, then that
lamp flutters.
Redirection on No When a call is redirected on no answer, an agent is either placed into
Answer AUX work mode or is logged out with the RONA Aux work reason
code, if the agent is in an auto-available skill.
Redirection on IP The ROIF and ROOF features use the respective Aux work reason
Failure and code.
Redirection on
OPTIM Failure

Redirection on IP Failure
Redirection on IP Failure (ROIF) applies to:
• Agent IDs with auto-answer or manual answer
• IP phones that utilize H.323 IP network connectivity
For Call Center releases prior to 2.1, calls can sometimes be lost when Communication
Manager delivers the calls to auto-answer agents equipped with IP phones. With ROIF set to
y, Communication Manager redirects calls back in the queue or to the specified VDN when
Communication Manager cannot connect calls to the stations due to loss of IP connectivity.

How does ROIF work

• When the Switch Hook Query Response Timeout field is set to y, Communication
Manager checks for IP connectivity before delivering a call to the auto-answer or manual
answer agent using an IP phone. With manual answer, the switch hook query response
timer begins before the phone rings. The caller hears ringback during this period and
during the actual ringing period if there is no connectivity failure.
• Communication Manager invokes redirection upon detection of IP connectivity loss. The
switch hook query is not acknowledged within the administered time out period.
Communication Manager moves the call back in the queue or forwards the call to the
VDN specified on the Hunt Group screen.
• Communication Manager puts a non AAS agent into the Aux Work mode, redirects the
call to the split or skill queue or the specified VDN if Communication Manager detects IP

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connectivity failure while delivering the call. If Reason Codes is set to y, CMS reports
the change to the Aux Work mode.
• Communication Manager logs out AAS agents instead of putting the agents in the Aux
Work mode.
You can retain the active VDN context when Communication Manager redirects a call due to
an IP connectivity failure. When you set the Retain Active VDN Context field as y,
Communication Manager retains and uses the VDN context from the original active VDN. If
you set the Retain Active VDN Context field as n and ROIF occurs, Communication Manager
uses the context of the applicable redirect-to VDN that is assigned to the Redirect on IP/
OPTIM Failure to VDN field on the Hunt Group screen.
The VDN context includes the following information:
• VDN Name
• Tenant Number (TN)
• VDN of Origin Announcement (VOA) Extension
• VDN Skills (1st, 2nd, 3rd)
• VDN Return Destination (VRD)

Note:
The VRD is set before being RONA/ROIF/ROOF redirected, and does not change by
subsequent routing. The staffed agent receiving the redirect call views 'CR' at the right
end of the display indicating a RONA/ROIF/ROOF redirected call.
• VDN Timed After Call Work (ACW) interval
• Best Service Routing (BSR) application
• BSR available strategy
• BSR tie strategy
• Display VDN for route-to Direct Agent Calling (DAC)
• Trunk Adjunct Switch Application Interface (ASAI) messages
• BSR local treatment
• VDN variables
• VDN time zone offset
If you choose to retain active VDN context, you can set up a generic VDN-vector that caters
to calls redirected from multiple VDNs.
If Communication Manager redirects the call to a VDN when routing directly to a hunt group
rather than through a VDN, the redirect to VDN is the active VDN regardless of the setting of
the Retain Active VDN Context field.

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ROIF considerations

About setting reason codes for ROIF

Set the IP Failure Aux Work reason code to a non zero number not currently being used so
the system can distinguish between Aux work changes that are caused by miscellaneous
changes and those caused by a loss of IP connectivity.

Auto-in or manual-in button for ROIF

If an agent has not received a call within the usual time frame, the agent must press the auto-in
or manual-in button to ensure IP connectivity. The lamp update for the aux-work button is not
always received by the IP station due to the loss of IP connectivity.

Call redirection alert button

A noans-alrt button can be assigned to non-SIP agent or supervisor phones to indicate that
a call has been redirected.

ROIF interactions
The ROIF call and agent interactions are the same as for RONA, with the following additions:
• ROIF is applied system-wide. The default for the system is not active.
• ACD calls delivered from the split or skill queue and DAC work the same as with RONA.
ROIF first attempts to redirect DAC to the agent’s coverage path. If the call cannot go to
coverage, the call is redirected to “Redirect on IP/OPTIM Failure to VDN” if it is assigned
to the direct agent skill group. If “Redirect on IP/OPTIM Failure to VDN” is not assigned,
the call is re-queued to the same skill at a high priority. If there are no queue slots available,
the caller will hear a busy signal. If all fails, the caller receives ringback until the system
receives a caller disconnect. This also applies to priority direct agent calls when the
“Redirect on IP/OPTIM Failure to VDN” is not specified.
• The agent will not be aware that the line is in Aux work during an IP connectivity failure.
If connectivity is restored during the TCP retry period, the lamp will indicate that the line
is in the Aux Work mode.
• The only indication that CMS receives after an ROIF has occurred is a state change and
the resultant flow out, flow in, and DFWD-unknown indications for the call. Unlike RONA,
the action is not specifically identified, other than by the reason code.

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• As with RONA, the caller will hear ringback during the ROIF timer period and calls that
are redirected are given ringback when re-queued. Calls that are redirected to a VDN will
hear the feedback determined by the assigned vector. If the call cannot be re-queued,
because no queue slots are available, the caller will hear a busy signal until the caller
abandons the call. In this case, a DFWD-unknown message is sent to CMS to decrease
the tracking of call ringing.
• As with RONA, if the Retain Active VDN Context field is administered as y, the calls are
redirected to the specified VDN with the previous active VDN context information.
• ROIF does not provide a lamp indication to the call center supervisor as is done for
RONA.
• ROIF applies to AAS agents/VRU/IVR ports if the ports are connected through IP and
auto-answer or manual answer is active. AAS lines are logged out if an IP failure is
detected during call delivery.

Redirection on No Answer
Redirection on No Answer (RONA) redirects a ringing ACD skill or direct agent call after an
administered number of rings. RONA prevents an unanswered call from ringing indefinitely
especially for IVRs/VRUs where more than one port fails. The call can redirect either to a skill
or to a VDN for alternative call handling. Direct agent calls route to the coverage path of an
agent or to a VDN if no coverage path is administered.
You must enable ACD to use RONA. Administer RONA for each ACD hunt group. You can use
RONA in Auto-Available Splits/Skills (AAS), or in splits/skills with agents operating in the auto-
in or manual-in work mode. You can administer RONA for vector-controlled or non vector-
controlled splits/skills. RONA only applies to manual answer station operation where the station
or port is rung waiting for answer. RONA does not work with auto-answer configurations.
Do not administer RONA for splits or skills controlled by adjuncts or AUDIX, or for auto-answer
agents assigned splits or skills, since calls must ring at a telephone to be redirected.
You can specify whether to retain the active VDN context when RONA redirects a call to an
alternate VDN defined as the redirect VDN due to an agent that has not answered. When you
administer the Retain Active VDN Context field as y, the VDN context from the previous active
VDN is retained and used after the call is redirected to the specified redirect VDN. If you
administer the Retain Active VDN Context field as n and RONA occurs, the system uses the
context of the applicable redirected to VDN. The active VDN for a call is based on VDN Override
rules, normally being the first VDN called unless overridden by a routed to VDN. For more
information, see “VDN Override” in the Programming Call Vectoring Features in Avaya Aura ®
Call Center Elite document.
The VDN context includes the following information:

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• VDN Name
• Tenant Number (TN)
• VDN of Origin Announcement (VOA) Extension
• VDN Skills (1st, 2nd, 3rd)
• VDN Return Destination (VRD)

Note:
The VRD is set before being RONA/ROIF/ROOF redirected, and does not change by
subsequent routing. The staffed agent receiving the redirect call views 'CR' at the right
end of the display indicating a RONA/ROIF/ROOF redirected call.
• VDN Timed After Call Work (ACW) interval
• Best Service Routing (BSR) application
• BSR available strategy
• BSR tie strategy
• Display VDN for route-to Direct Agent Calling (DAC)
• Trunk Adjunct Switch Application Interface (ASAI) messages
• BSR local treatment
• VDN variables
• VDN time zone offset
If you choose to retain the active VDN context, you can set up a generic VDN-vector
combination that caters to calls redirected from multiple VDNs with specialized treatment
based on the context parameters of the previous active VDN.
If the system redirects the call to a VDN when routed directly to a hunt group rather than through
a VDN, the redirect to VDN is the active VDN irrespective of the setting of the Retain Active
VDN Context field.

RONA detailed description

When RONA is invoked for a call, the system:
• Places an agent in the Aux work mode and the agent is unavailable to receive calls from
other splits or skills. In an AAS, the agent is logged out.
• Redirects split or skill calls back to the split or skill or administered VDN. Redirected calls
are requeued at the highest priority so that the calls are distributed before any other split
or skill calls.

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 Redirection on No Answer

• Sends a message to CMS. When a RONA time out occurs, the noans-alrt lamp for the
split or skill lights steadily. The supervisor presses the noans-alrt button to view the login
ID or the extension and name of the last agent timed out with RONA.
• Records the redirection in BCMS or CMS.

RONA application examples

VRU applications
Typically, RONA is used with IVR/VRU applications in AAS configurations. RONA detects VRU
failures and provides alternate operation. For example, an adjunct port failure is not detected
by ACD call processing. RONA detects the failure, takes the port out of service, and provides
notification of the failure.
Use Call Vectoring for flexible call handling in case of a VRU failure. Assign RONA to a
converse split or skill connected to the IVR system or to equivalent VRU ports. Whenever
RONA times out on a ringing call delivered using the converse-on command to an AAS VRU
port, the port is logged out and the call is redirected back to the converse split or skill.
With a complete VRU failure, all VRU ports are eventually logged out and vector processing
for the converse-on command bypasses that step for new calls.

The following vector example shows how to provide automatic backup for a complete VRU
failure.
Example vector - Providing automatic backup for a complete VRU failure
CALL VECTOR
01 wait-time 0 secs hearing ringback
02 converse-on split... (VRU returns the digit “1” as a return code followed by
additional digits for the application)
03 collect 1 digits after announcement none
04 goto step 6 if digits = “1”
05 goto vector xxx (for backup when the VRU fails)
06 collect 2 digits after announcement none
07 ...

In the example vector shown above, the application works as expected as long as the VRU
returns the digit string, which includes a return code of 1. In this case, the condition in Step 4
is satisfied and the program branches to Step 6, which provides normal application
processing.
On the other hand, if all VRU ports in an AAS split or skill are logged out by a RONA time out,
the converse-on command step (Step 2) is skipped, and no digits are collected by Step 3

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(after the 10-second time out). The condition in Step 4 is not satisfied and vector processing
proceeds to Step 5, which branches to vector xxx to connect the call to an agent.

Other applications
You can use RONA for applications that involve human agents with manual answering and
other adjunct applications such as Home Agent. For example, a call is not be answered
because an agent left without entering the Aux work mode or logging out. You can use RONA
to make the non answering agent unavailable and redirect calls to another agent or to the
RONA VDN.

RONA routing sequences

The following tables describe how RONA redirects split or skill calls and direct agent calls.

RONA routing sequence for DAC

Redirection Explanation
destination
Coverage Path DACs redirect to a coverage path, if one exists. Priority calls do not
route to coverage.
RONA VDN Calls redirect to the VDN specified when RONA occurs. If no
coverage path exists when a VDN is administered for RONA, direct
agent calls redirect to the VDN. If the Retain Active VDN Context
field is y, the system retains the VDN context from the previous active
VDN after the call redirects. Otherwise, the system uses the context
of the redirect to VDN.
VDN Return For external calls, if neither a coverage path nor a RONA VDN are
Destination administered, DACs redirect to the VDN return destination
extension.
None Calls continue ringing.

RONA routing sequence for split or skill calls

Redirection Explanation
destination
RONA VDN If a RONA VDN is administered, calls redirect to the VDN.If the
Retain Active VDN Context field is y, the system retains the VDN
context from the previous active VDN after the call redirects.
Otherwise, the system uses the context of the RONA VDN.
Requeue to split or If a RONA VDN is not administered, the call redirects back to the
skill split or skill at a priority that is above the highest priority.
Coverage Path In non vector-controlled splits, if calls cannot requeue to the split,
the calls redirect to the split coverage path if one is administered.

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 Redirection on No Answer

RONA routing sequence for split or skill calls

Redirection Explanation
destination
VDN Return For external calls, if a coverage path or a RONA VDN is not
Destination administered and calls cannot requeue, the calls redirect to the VDN
return destination extension.

Using BCMS/CMS reports with RONA

You can use BCMS and CMS reports to determine which agents had RONA timeout and how
were the calls redirected.
With R3V2 and later releases of CMS, the exception report lists agents who were timed out
and made unavailable. With BCMS and earlier releases of CMS, you can determine which
agents were in AUX work mode or logged-out with AAS.
With R3 CMS, you can use the real-time Split Status report to see which agents are in AUX
work mode, but you need a custom report to see logged-out agents.
With BCMS, use SAT to create a list of unstaffed agents for the split to see which agents are
logged out (for AAS applications). With EAS, list agent-loginid specifying unstaffed and AAS
= yes.
With BCMS, agent mode changes to the Aux work mode appears in the BCMS Split (AGENT)
Status report. In an AAS split, agents log out, so the agents do not appear in the Split Status
report. When the call is requeued, the System Status report shows only the AVG ANSW
SPEED time and AVG ABAND TIME time for the requeued call. The Historical Split and system
reports show both a FLOWOUT (primary split) and FLOWIN (redirected split) for requeued
calls, while the VDN report shows only a FLOWOUT.
Direct agent calls are recorded as ACD split or skill calls but the flowout is recorded only if an
agent’s coverage path requeues the call to a split or skill.
Since BCMS does not report exceptions, RONA events are not reported. If you have BCMS,
use the RONA split or skill lamp indicator for RONA event indication.

Generic VDNs for redirected calls handling

For the RONA, ROIF, and ROOF calls, you can set up a generic VDN and assigned vector
that:
1. Utilizes the VDN/call parameters carried over by the VDN Override function to
specialize the treatment and to further route the call
2. Facilitates specialized treatment for calls redirected from several different
applications, based on their respective original active VDNs

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Setting up a generic VDN to handle redirected calls

About this task
To use the VDN context or call parameters carried by the VDN Override function:
Procedure

1. Administer the following fields for the hunt group:

a. Administer Redirect On No Answer to VDN or Redirect on IP/OPTIM Failure
to VDN fields as 2110200, which is the generic VDN number for call
redirection.
b. Administer the Retain Active VDN Context field as y.
2. Set up a generic vector for RONA, ROIF, and ROOF call handling.
CALL VECTOR
1 announcement V1 (Using a VDN variable for the application to give a
personalized announcement)
2 queue-to skill 1st pri t (puts the call in a queue personalized for the
application)
3 queue-to skill 2nd pri t (adds another queue specific for the
application)
4 announcement V2 (a further personalized wait announcement)

In the example, vector step 1 plays a personalized announcement identified by the

extension stored in the active VDN’s variable V1, that the caller gets if the original
call delivery fails. The announcement is specified by a VDN variable (V1) assigned
to the active VDN instead of the actual extension number so redirected calls from
other VDNs can hear the announcement defined by the V1 assigned to the VDN
the call was redirected from. Step 2 queues the call to the skill assigned to the 1st
skill parameter assigned to the active VDN with top priority. Step 3 queues the call
to the 2nd skill assigned to the active VDN Step 4 is for giving a personalized
announcement for the waiting caller utilizing the 2nd VDN Variable (V2) assigned
to the active VDN.
For a call routed to the generic vector for the redirected calls, the answering agent
gets the following display: 303-555-0003 to Billing CR
Where:
a. 303-555-0003 = caller number.
b. Billing = The name of active VDN the call is redirected from.
c. CR = Indication that the call is redirected and not a directly routed call.

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Returning AAS agents to service

When RONA redirects a call that was directed to an AAS, the agent is logged out. To return
an AAS agent to service, readminister the agent as a member of the AAS split or skill to be
logged in again in one of the following ways:
• For ACD splits, remove the agent from the split and then resubmit the split Hunt Group
screen with the agent added to it. Alternatively, administer the agent in a different location
in the split members list on the Hunt Group screen. Use the list unstaffed-agents
command to get a list of all AAS agents that have been logged out, not just AAS agents
that were logged out because of a RONA timeout.
• For EAS skills, readminister the Agent LoginID screen so that the AAS agent is
automatically logged in. To determine which EAS agents are logged out, use the list
agent-loginid command.
• For ACD splits and for EAS skills, you can busy-out the AAS agent station with the G3-
MT busyout station command and release it with the release station command.
Releasing the AAS agent station automatically logs the agent in. If all AAS agent ports
on the circuit pack had a RONA timeout, busy-out and release the entire circuit pack.
• Use CMS Move Agents to move up to 32 agents at a time into a dedicated unused split
or skill and then move the agents back into the AAS split or skill. You can set this up using
the timetable on a manual-scheduled basis to activate when the VRU has been restored
to service after a failure.
• Use ASAI to log the logged-out agents back in using ASAI login request messages.

RONA considerations
Set the Redirection on No Answer Aux Work Reason Code field on page 14 of the Feature-
Related System Parameter screen to a non zero number not currently being used so the
system can distinguish between the Aux work changes caused by miscellaneous changes and
those caused by no answer.
• RONA can timeout when an agent is at the station if the agent does not answer soon
enough or has selected another work mode while a call is ringing. RONA handles the call
as usual, making the agent unavailable. With ACD splits, the aux-work lamp when lit
indicates that the agent is unavailable. The agents can press the auto-in or manual-in
button to become available.
• Specify a coverage path or VDN for redirection for non vector-controlled splits or for
Logical Agent IDs with EAS direct agent calls to ensure that calls are always redirected.
• A noans-alrt button can be assigned to non-SIP agent or supervisor phones to indicate
that a call has been redirected. When a supervisor presses the noans-alrt button, the
phone display shows the login ID or extension and the name of the last agent timed out
with RONA.

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RONA interactions

Interaction Description
AAS Use AAS with RONA for VRU ACD non-ASAI adjunct-controlled split or
skill applications. Assign AAS only to ACD hunt groups. When all lines
in a vector-controlled AAS split or skill are logged out, the split or skill
is treated as unavailable and vector processing skips the step in the
vector for new calls.
If RONA occurs on the last VRU port in an AAS split, the call is not
requeued to the converse split, but is processed by the next vector
step.
Any calls queued to a split or skill that has been taken out of service can
be left at the split or skill. When the system reinitializes, all busied-out
ports are automatically logged back into the AAS splits. New calls cause
a RONA timeout if the adjunct or agent still does not answer after the
system reinitializes.
Abandoned Call Abandoned Call Search, if defined for a trunk, is reapplied to call on that
Search trunk that RONA requeued whenever the calls are routed to another
agent.
Agents in multiple When a RONA timeout occurs, an agent is placed in AUX work mode
splits with notification to CMS for all splits that the agent is logged into. The
agent is responsible for becoming available in each split. In an AAS,
agents are logged out of all splits that agents are logged into. You must
log agents back into the AAS splits.
Agent logout An agent can log out from a multifunction set while an ACD call subject
to RONA is ringing the set. However, if the agent logs out before RONA
times out, RONA timing is canceled, and RONA redirection and
notification occur immediately.
Agent work If an agent presses the ACW button with an ACD call ringing, the change
modes request is pending. If the agent has a pending change to ACW before
a RONA timeout occurs on a ringing ACD call, RONA timing continues.
At timeout, the call is redirected, CMS is notified, and the agent is placed
in AUX work (overriding the pending ACW request).
If an agent presses the aux-work button with an ACD call ringing, the
change request is pending. With ACD splits/skills, since the RONA time-
out changes the state to aux-work, there is no conflict with the pending
aux-work change request. With AAS splits/skills, an agent-initiated aux-
work change is denied per existing operation.
ASAI RONA applies to vector-processed calls that are routed by an adjunct
to a split or agent as a direct agent call.
You can assign RONA to ASAI adjunct-monitored splits and adjunct-
monitored calls. An event report is not sent to the ASAI adjunct when a
RONA timeout puts an agent into AUX work mode.

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Interaction Description
The adjunct makes an agent query (as part of the value query capability
group) to determine the agent’s state. Once the call is requeued to the
split, the adjunct receives a call-queued event report if event reporting
is active for the domain (VDN or non vector-controlled split or skill).
An adjunct-monitored split or skill can be assigned as an auto-available
split or skill. The logout event for an AAS split or skill is sent to the
adjunct when RONA timeout logs an agent out.
You cannot assign RONA to an adjunct-controlled split or skill. An
adjunct-controlled split or skill cannot be an AAS.
ASAI IVR VRU applications are configured with non vector-controlled
splits/skills using manual-answer operation on analog lines to the IVR
ports. The ASAI link provides event notification for the ACD split or skill
for enhanced services. In addition, you can log in and log out the ports
as required. (AAS splits/skills are not used for this application because
the ASAI link controls the login or logout).
You can assign RONA to these splits/skills to detect failure conditions
in the same manner as non-ASAI VRU applications. RONA does not
notify the IVR system of AUX work mode changes. An ASAI IVR system
cannot query to determine the states of its ports. You must restore ports
manually after a failure using the IVR system management screens.
Complete failure is automatically restored when the IVR system
reinitializes.
The following table describes ASAI events that the communication
server sends the adjunct for various stages of the RONA call. Also
included are the ASAI associations for which the events are provided.
For the split or skill to have Notification association active, the split or
skill must not be vector-controlled or adjunct-controlled.

Note:
When a call is redirected using ASAI Redirect Call, the RONA timer
is canceled.

Stage of Call ASAI Event ASAI Associations

1. RONA Logout (for AAS) Domain (agent) control
timeout
2. Call Call redirected Domain (station) control
redirected to (for agent ext call is
split leaving)
Call queued (only Domain (station)
if the call queues) control, (for new agent
& for internal originator)
call control, notification
3. Call Call redirected Domain (station) control
redirected to (for agent ext that call is
VDN leaving)
processing

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Interaction Description

Stage of Call ASAI Event ASAI Associations

Call redirected Notification
(only if call is
redirected to a
VDN with
Notification
active)
Call offered to Notification (VDN)
Domain
4. Call Alerting Domain (station)
delivered to control, (for new agent
agent & for internal originator)
call control, notification
5. Call routed Call redirected Domain (station) control
to split’s followed by (for agent ext that call is
coverage path existing leaving)
operation of ASAI
Events
6. Infinite Call redirected Domain (station) control
feedback to (for agent ext that call is
caller leaving)
7. Continue Call redirected Domain (station) control
vector followed by (for agent ext that call is
processing existing ASAI leaving redirecting to
events VDN)
8. Call routed Call redirected Domain (station) control
to direct followed by (for agent ext that call is
agent’s existing leaving)
coverage path operation of ASAI
events

Attendant return If an attendant extends a call to an ACD split or VDN for which the return
call call timer is not activated, the call does not interact with RONA. The
Attendant Return Call Timer is not set if an attendant extends the call
to another attendant.
AUDIX Transfer RONA applies to a call transferred by AUDIX to an ACD split. A
redirected call to AUDIX does not go to split or agent coverage after it
is transferred out of AUDIX. If RONA times out on this type of call, the
call cannot be redirected.
Automatic If an agent with automatic answering receives a call with zip tone
answering instead of ringing, RONA timing is canceled.

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Interaction Description
Call Coverage Direct agent calls are redirected to the agent’s coverage path if a path
is administered. A temporary bridged call appearance is not maintained
for a call directed to an ACD hunt group or VDN, or for a direct agent
call.
When a call is redirected to a split or skill, the Coverage Subsequent
Redirection/CFWD No Answer timer is started on the call. Covered calls
go to the next point in the split or skill coverage path.
If no other point is available to accept the call, the call remains queued
or continues to ring the current coverage point. When RONA times out
at the coverage point, the following occurs:
• RONA does not reset the Subsequent Redirection/CFWD No Answer
timer. The timer that expires first controls the call.
• If the coverage point for a covered call is a direct agent logical agent
ID whose skill has RONA, and if RONA times out first, the call is sent
to the next point in the skill coverage path, not to the agent’s coverage
path. The Subsequent Redirection/CFWD No Answer timer is reset
when the call is redirected to the next coverage point.
• If RONA was applied to an ACD call that was a previously redirected
coverage call (that is, the RONA split was a point in the coverage
path), RONA is used to requeue the call as specified for a non covered
call. However, the call is not designed to go to split coverage or
forwarding. The Subsequent Redirection/CFWD No Answer timer is
reset if RONA requeues the call to the RONA split. Both the RONA
timer and Subsequent Redirection/CFWD No Answer timer are
reapplied.
• If RONA applies to an ACD call that was a previously-redirected
coverage call (for example, the RONA split was the second point in
the coverage path), the call is redirected to the next coverage point in
the principal’s coverage path if the call cannot be requeued to the
RONA split. The Subsequent Redirection/CFWD No Answer timer is
reset.
• If no other point in the coverage path exists or other points are
unavailable, the split-covered call that cannot be requeued or the
direct-agent-covered call receives call-cannot-be-redirected
handling.

Call Detail When an agent is assigned to be recorded on the CDR record as the
Recording (CDR) called number, the RONA redirected-to answering destination is
recorded as the final called number. You can administer CDR to record
the VDN, the hunt group, or the answering agent as the called
number.
Call Forwarding If an adjunct direct agent call is made to an agent’s extension that has
All Call Forwarding All assigned and it is redirected by RONA, the call
follows the agent’s coverage path.
A call forwarded using Call Forwarding to a split or logical agent ID with
RONA is sent to the principal’s coverage path instead of going to the

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Interaction Description
split’s coverage path (if the call cannot be requeued) or to the agent’s
coverage path (for a direct agent call) on RONA redirection.
Call Pickup A member of an agent’s pickup group can pick up an ACD call that is
being timed for RONA. RONA is cancelled.
Call Vectoring RONA applies to vector-controlled ACD splits when calls are queued
using the queue-to split, or converse-on split, or check
split commands. Also, RONA applies to non vector-controlled and
vector-controlled ACD splits when calls are routed to the split using a
route-to or a messaging split command. Basic Call Vectoring
handles an AAS with all agents logged out as unavailable and skips the
relevant step. With an adjunct routing or route-to with
coverage step that routes to a vector-controlled split with all agents
logged out, the call is given a busy tone just as when the call cannot
queue to a non vector controlled split according to the existing
operation.
Vector events are generated for a RONA timeout when converse-on
processes a call or results in a RONA redirection failure, and when a
vector step is skipped because all AAS agents are logged out.
Do not assign vector-controlled splits coverage, forwarding, or night
service, because Call Vectoring provides these functions. These
functions do not apply to RONA-redirected calls involving vector-
controlled splits.
Calling/Called A call to a split or skill that RONA redirects is similar to a direct call to
Number Display the split or skill. If the call goes to coverage, the destination display looks
like it does for a normal covered call.
An internal or DCS caller to an ACD hunt group or VDN sees displayed
the hunt-group or VDN name and extension. This display remains when
the call rings an agent. A direct agent call (with EAS) initiated at a phone
displays the agent name and logical ID when the call rings the agent
station. If the ACD split call or direct agent call goes to coverage, the
name remains, but the extension or logical ID portion changes to
cover. This also happens when RONA redirects a call.
Delay Delay announcements assigned to non-vector-controlled splits are
announcements applied to requeued RONA calls as usual for redirected calls.
Direct Agent RONA applies to direct agent calls from splits with RONA assigned.
Calling RONA timing applies when a direct agent call (from an adjunct or phone)
is delivered to and rings an agent with manual answering. Agents are
placed in the Aux work mode or logged out even if the agents are some
of the last agents in the split and ACD split calls are queued. Direct agent
calls that are queued for an agent remain queued and are not delivered
because the agent is unavailable. Don’t-answer (DA) coverage
continues for the queued calls.
If an agent with a coverage path is made unavailable by a RONA time-
out on a non-covered direct agent call, the call follows the agent’s
coverage path. With EAS, the agent’s logical extension coverage path
for direct agent calls is used. If the agent has no coverage path or if the

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Interaction Description
path is unavailable, the call cannot be redirected and the caller hears
previously-provided feedback.
If a direct agent call comes from a split that has forwarding or night
service, the call is forwarded, precluding RONA timing. If the agent has
forwarding or Send-All-Calls, the direct agent call is forwarded (ACD
calls only) or goes to coverage, precluding RONA timing.
Direct RONA applies to DDC-type hunt-group ACD calls.
Department
Calling
Home Agent RONA applies to Home Agent lines that terminate on the IVR Home
Agent system as a means to detect port failures. Home Agent lines use
Manual Answer and are not present in AAS. Once RONA notification is
made, you can correct the failure and restore service manually on the
IVR system.
Inbound Call RONA applies to ICM-managed calls that ring an agent in an ACD split
Management with RONA assigned.
(ICM)
Message Center/ You can assign RONA to Message Center/Server ACD splits.
Server Service
Multiple Call If an MCH agent has a call active or on hold and the Redirection on No
Handling (MCH) Answer timer expires for another ringing ACD call, the ringing call is
redirected to the split or skill or administered VDN. When the call
redirects, the agent is not made unavailable, but is placed in the queue
of available agents.
Music-on-Hold Trunk callers who are transferred to another destination continue to hear
access - Music on administered music (or silence), not ringback, while the call rings. This
Transferred trunk applies while the transferred call queues to a split.
call If the trunk call (an ACD call or direct agent call) is transferred to a split
with RONA, timeout applies to the call, but the caller continues to hear
the previous feedback instead of ringback.
Night Service When Night Service is activated, calls (including RONA calls) for the
hunt group redirect to the night station extension. If the night service
split has RONA assigned, RONA timing is reapplied to the redirected
call.
Queue status Calls that RONA requeues are counted in the queued calls total. When
indications a RONA call is queued, the call’s call-wait time is reset, so RONA does
not affect the oldest call waiting (OCW) time.
Queueing When redirected to a split, RONA timed-out ACD calls in a non vector-
controlled split are queued at the highest priority. These calls are
distributed before any other calls, except direct agent calls.
Stations RONA applies to ACD split or direct agent ACD calls that ring at
multifunction or hybrid stations with Manual Answering in an ACD hunt
group.
RONA applies to Off-Premises Station (OPS) lines in an ACD split.

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Interaction Description
Voice Response You can assign RONA to converse splits. RONA timing applies to calls
Integration (VRI) that a converse-on command queues and delivers. RONA timing is
canceled if a call is delivered to an agent in another split to whom the
system previously tried to queue a call.
RONA interacts with a converse split that is an AAS like any other
AAS.
If RONA must redirect a call to an agent port in a converse split and the
queue is full or all AAS agents are logged out, the call is processed by
the next vector step while the caller continues to hear the previous
vector feedback.

Interactions with other ringing call timers

Several features time the ringing when an ACD call is delivered to an agent. You can use the
RONA timer in conjunction with other timers.

Note:
The timer that expires first applies to the call. RONA is canceled if any of the other timers
expires first, except in the case of coverage timers.
When a coverage timer expires, RONA timing is canceled only when the call goes to coverage.
If RONA times out first, the other timers continue timing or are stopped and can later be reset.
RONA interactions with other timers are summarized in the following table.

Timer Description RONA timer Interaction

RONA Restarted after redirection
timeout
Split DA Split Call Coverage Don’t Stopped If requeued or delivered to
Answer (non vector-controlled) another agent
Covering DA Covering Point Direct Agent Stopped If redirects to covering point
(DA) - Subsequent RONA
Agent DA Agent DA Coverage Stopped If covers to direct agent with
coverage
NATO DID/CO Trk No Answer Time Continues NA
out
WAST Wait Answer Supervision Continues If ringing destination or RONA
Timer redirection fails

If you want RONA notification and redirection, set the number of rings or equivalent time for a
RONA time out to a period shorter than other time out periods. DA timers start when a call is
placed in queue and continue when the call rings the station. Since RONA starts only when

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the call is ringing, the RONA interval is usually set to two or three rings, while the DA interval
is set to more than 10 rings.
Since queue time is variable, assign a coverage time out period that is greater than the longest
expected queue time plus three or four rings, the time the call rings the agent.
The NATO timer starts when the call seizes the incoming trunk. The timer can be the timing
before the call is queued by vector processing. Therefore, set the NATO timer to a period
greater than the longest expected time before the call rings the agent, including the time before
and after being queued, and add three or four rings.
The WAST timer starts when the call rings the agent. Set the RONA timer to a slightly shorter
interval, fewer than 10 rings, than the WAST 50-second interval.

Redirection on OPTIM Failure

You can use the Redirection on OPTIM Failure (ROOF) feature only for ACD agents using SIP
hardphones or softphones administered as Off-PBX Telephone Integration and Mobility
(OPTIM) endpoints.
As with ROIF, ROOF provides redirection of calls back into queue or to the specified VDN when
calls to ACD stations cannot be connected due to loss of IP connectivity and ROOF applies to
agents using auto answer or manual answer. ROOF can also retain the active VDN context
while redirecting the calls to the specified VDN.
Before delivering a call to an OPTIM endpoint, ROOF checks for an IP connectivity. If the IP
connectivity is not acknowledged, ROOF invokes RONA. Communication Manager places the
agent in the Aux Work mode and puts the ACD call back in queue or forwards the call to a
RONA-specified VDN. ROOF prevents a call loss during the period when Communication
Manager does not detect IP connectivity failure.
You can specify whether to retain the active VDN context while redirecting the calls for a VDN.
When you administer the Retain Active VDN Context field as y, the VDN context from the
previous VDN is retained and used while the call is redirected to the specified VDN. If you
administer the Retain Active VDN Context field as n and redirection occurs, the system uses
the context of the applicable redirected to VDN.
The VDN context includes the following information:
• VDN Name
• Tenant Number (TN)
• VDN of Origin Announcement (VOA) Extension
• VDN Skills (1st, 2nd, 3rd)
• VDN Return Destination (VRD)

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Note:
The VRD is set before being RONA/ROIF/ROOF redirected, and does not change by
subsequent routing. The staffed agent receiving the redirect call views 'CR' at the right
end of the display indicating a RONA/ROIF/ROOF redirected call.
• VDN Timed After Call Work (ACW) interval
• Best Service Routing (BSR) application
• BSR available strategy
• BSR tie strategy
• Display VDN for route-to Direct Agent Calling (DAC)
• Trunk Adjunct Switch Application Interface (ASAI) messages
• BSR local treatment
• VDN variables
• VDN time zone offset
If you choose to retain the active VDN Context, you can set up a generic VDN that caters to
calls redirected from multiple VDNs.
If the call is redirected to a VDN when routed directly to a hunt group rather than through a
VDN, the redirect to VDN is the active VDN regardless of the setting of the Retain Active VDN
Context field.

Note:
ROOF applies to the SIP interfaced phones. ROIF applies to H.323 IP endpoints, for
example, the 4622SW IP phone.

ROOF considerations
Set the Redirection on OPTIM Failure Aux Work Reason Code field on page 14 of the
Feature-Related System Parameters screen to a non zero number not currently being used
so the system can distinguish between Aux Work changes that are caused by miscellaneous
changes and those caused by OPTIM failure.

ROOF interactions
The ROOF call and agent interactions are the same as for RONA, with the following additions:
• ROOF is applied system-wide. The default for the system is active.
• ACD calls delivered from the split or skill queue and Direct Agent Calling (DAC) work the
same as with RONA. ROOF first attempts to redirect DAC to the agent’s coverage path.
If the call cannot go to coverage, the call is redirected to “Redirect on IP/OPTIM Failure

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to VDN” if it is assigned to the direct agent skill group. If “Redirect on IP/OPTIM Failure
to VDN” is not assigned, the call is re-queued to the same skill at a high priority. If there
are no queue slots available, the caller will hear a busy signal. If all fails, the caller receives
ringback until the system receives a caller disconnect. This also applies to priority direct
agent calls when the “Redirect on IP/OPTIM Failure to VDN” is not specified.
• The agent will not be aware that the line is in Aux Work during an IP connectivity failure.
If connectivity is restored during the TCP retry period, the lamp will indicate that the line
is in the Aux Work mode.
• The only indication that CMS receives after a ROOF has occurred is a state change and
the resultant flow out, flow in, and DFWD-unknown indications for the call. Unlike RONA,
the action is not specifically identified, other than the reason code.
• As with RONA, the caller hears ringback during the timer period and calls that are
redirected are given ringback when re-queued. Calls that are redirected to a VDN will
hear the feedback determined by the assigned vector. If the call cannot be re-queued,
because no queue slots are available, the caller will hear a busy signal until the caller
abandons the call. In this case, a DFWD-unknown message is sent to CMS to decrease
the tracking of call ringing.
• ROOF does not provide a lamp indication to the call center supervisor as is done for
RONA.

Remote Logout of Agent

With Remote Logout of Agent, you can log out idle ACD or EAS agents without being physically
present at their station. You can also log out agents from a remote location.
If an agent walks away from the station without logging out, ACD calls that are sent to the
station will not be serviced. In such a scenario, CMS and IQ reports or either of the reports will
be inaccurate since the agent remains logged in even though no ACD calls are being handled
at the station. Without Remote Logout of Agent, supervisors or other agents have to walk over
to the station, and enter the logout Facility Access Code to change the work mode of the agent
or to log out the agent.
Remote Logout of Agent is similar to the Add/Remove Skills feature.

Locally logging out an agent

Procedure

1. Use a local station assigned with the COS and COR to logout an agent locally within
the communication server.

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2. Enter the FAC that was established to activate the feature followed by the agent
login ID or physical station extension.

Important:

• You must be in the same Tenant Partition as the agent.

• The physical extension is used only in non-EAS systems.

How to administer Remote Logout of Agent using a VDN

Many call centers are geographically dispersed, but the reporting and tracking of agent activity
takes place from one main location. Agents can log in to the system remotely and take calls
using the Home Agent capability.
With the Remote Logout of Agent feature, a vector is administered with a route-to number
step that contains the FAC for remote logout. The FAC can be followed by the agent loginID
or the supervisor can dial the loginID after the VDN with an appropriately programmed vector.
Note that Service Observing and remote logout are the only features that can use a VDN vector
in this manner.
If the user is remote and calling into the communication server through a trunk, the user can
reach the activation VDN to logout the agent. In this case, the entire FAC-with-EXT is required
in the vector. Or, the vector can prompt the user to enter the extension and then route-to digits.
An activation vector can also prompt the user for a password for additional security. Note that
a remote trunk user does not always hear confirmation tone, varying with trunk type and trunk
administration, and the user continues to hear feedback until the user hangs up.
To set up this capability, the communication server administrator must create an activation
VDN and set the incoming destination of a CO trunk or DID dialed number to be the activation
VDN. The VDN to which the call terminates must be assigned a COR and a TN that include
the appropriate settings for use of the Remote Logout of Agent feature. COS assigned with
console permissions is not required. In this example, the activation VDN includes the following
vector.
01 wait time 0 seconds hearing ringing
02 collect 5 digits announcement 3501 (“enter password”)
03 goto step 5 if digits = 39744
04 disconnect after announcement 3502 (“bye”)
05 collect 1 digits announcement 3503 (“enter 1 to logout agent 89923, 2 to logout
agent 89924...”)
Note: The names of the agents can also be requested in the appropriate switch-setup.
06 route-to number *6389923 with cov n if digit = 1
07 route-to number *6389924 with cov n if digit = 2)
08 goto step 5 if unconditionally

Note:
In this example, *63 is the FAC assigned for Remote Logout of Agent. This example is one
of many ways in which the vector can be written to activate the VDN.

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Remotely logging out an agent using the assigned VDN

About this task
To log out an agent from a remote location using the assigned VDN:
Procedure

1. Dial in to the communication server from an outside line that reaches the activation
VDN.
2. Enter the password as programmed in the vector.
See Step 2 in the vector example described in How to administer Remote Logout
of Agent using a VDN.
3. Enter the physical or logical agent extension or the digit corresponding to the
desired agent you want logged out.
4. Enter 1.
The login ID associated with that prompt is the login ID or name of agent A.

Note:
Logout fails if a remote logout is attempted for an agent who is on an ACD call,
has an ACD call on hold, or who is not logged in.

Remote Logout of Agent interactions

Interaction Description
Auto-Available Split/ If an agent login ID is assigned to AAS, then the Remote Logout
Skill (AAS) of Agent feature cannot be used to log the agent out. RONA can
be used to automatically logout a port that is not answering
calls.
AUDIX If an agent is a member of an AUDIX hunt group and has no other
splits/skills assigned to the agent login ID, then the Remote Logout
of Agent feature will not successfully log out the agent, even
though the user attempting the logout hears a confirmation tone.
Non ACD hunt groups If an agent is a member of ACD splits/skills and is using a physical
extension that is a member of a non ACD hunt group, then use of
the Remote Logout of Agent feature will log the agent out of the
splits/skills but allow the agent to continue receiving non ACD
calls.

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Interaction Description
Non EAS agent A non EAS agent is logged out of all splits even while active on an
operation ACD call. This call is not dropped, but all Call Center reporting of
the call is stopped.
Timed ACW If an agent answers an ACD call for a hunt group with Timed After
Call Work administered and then hangs up the call, the Remote
Logout of Agent feature can be used to log out the agent during
the ACW time.
Service Observing An agent can be logged out using the Remote Logout of Agent
feature while being service observed.

Reporting Adjuncts
Reporting adjuncts are applications for organizations that use Communication Manager to
process large volumes of calls using ACD and the Avaya Proactive Contact (PC) outbound
dialer or Proactive Outreach Manager (POM). Reporting adjuncts include Avaya Call
Management System or Avaya IQ.
Reporting adjuncts support solutions for:
• Routing and agent selection tracking
• Multi-site contact centers
• Remote agents
• Reporting
• Interfaces to other systems
• Workforce management
• Desktop applications
• System recovery
• Quality monitoring

About measured trunks versus unmeasured facilities

CMS requires data allocation for unmeasured facilities trunk data. Unmeasured facilities are
not actual trunks, but are tracking records on the CMS.
Unmeasured facilities on CMS are required for:
• Internal calls (intra-communication server) to a measured split or agent
• Internal calls to VDNs

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• Calls made by agents to internal destinations or on an unmeasured facility group

• Transfers and conferences until the transfer/conference is complete.

Allocation of measured trunks and unmeasured facilities

Maximum values for measured trunks and unmeasured trunk facilities are specified for each
ACD in the CMS Data Storage Allocation window. Prior to CMS R14, the unmeasured trunks
were counted along with the measured trunks toward the system and ACD allocated trunk limit
of 40,000 across all ACDs. Also, the recommended assignment of unmeasured facilities per
ACD was 25% of the total number of trunks allocated for the ACD.
CMS R14 (and later) treats the measured and unmeasured trunks separately, meaning that
the unmeasured trunks are not subtracted from the maximum measured trunks. Data Storage
Allocation Help suggests that unmeasured trunks be set at 50% of the measured trunks
allocated. The unmeasured trunks system limit is now 20,000 (50% of the measured trunks
system limit of 40,000) and the unmeasured limit for an ACD is 6,000 (50% of the measured
trunk ACD limit).

Reporting adjuncts considerations

• Display of IP or SIP trunk locations.
• Reporting adjunct representation of IP or SIP trunk member port-IDs.
• Display of physical (non-IP) member port-IDs.

IP trunk groups and SIP trunk groups

IP or SIP trunk members are defined using a virtual trunk equipment location number that is
sent from the communication server to the reporting adjunct. Two types of messages can send
information about single trunk group members and about status changes (from measured to
unmeasured, or from unmeasured to measured using the reporting adjunct) of trunk group
members. For H.323 trunks the equipment location can be just a port number.
When IP or SIP trunk groups are administered on the communication server, the gateway
location of the associated C-LAN board is determined for each trunk group member. When
message information is sent to the reporting adjunct, the “T” virtual port number is mapped into
a 9-digit number with leading zeros. For example, an IP trunk member with a port-id of T00001
is displayed on CMS as 000000001, and an IP trunk member with port-id of T00400 will be
displayed on the reporting adjunct as 000000400.

Display of IP or SIP trunk locations

IP or SIP trunk members are defined using a virtual trunk equipment location number that is
sent from the communication server to the reporting adjunct for use in trunk reports. The virtual

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port numbers are defined in Communication Manager during administration using the letter “T”
followed by 5 digits with leading 0’s. The first virtual port is defined by T00001 and ranges to
the maximum port location of T24000.
When trunk information is sent to the reporting adjunct, the "T" virtual port number is mapped
into a 9-digit number with leading zeros using the bbbXssccc format (the same as the G650
ports but with the carrier always set to 0 to indicate that the equipment location is a virtual port
and an extra 0 [“b”] in the “cabinet” field). To display IP trunk member port-IDs to the reporting
adjunct as virtual trunk equipment location numbers, a 9-digit number starting with leading
zeros is used.
For example, an IP trunk member with a port-id of T00001 is sent to CMS/IQ as “000 0 00 001”
(cabinet, carrier, slot, circuit), and is displayed on CMS/IQ as 000000001. An IP/SIP trunk
member with port-id of T00400 is sent to CMS/IQ as “000 0 00 400” and displayed on the CMS
reporting adjunct as “000000400.” Due to the conversion process used by the software, the
numbering above Txxx500 for each 1,000 port IDs are mapped to numbering 000 to 499 with
an increment to the next 1000 in the series (a modulo 500 function). For example, T00500 is
sent as “000 0 01 000” and the range of T00501 to T00999 is displayed on CMS/IQ as
000001001 to 000001499.
Use the following table to correlate IP trunk member port IDs on the communication server and
the reporting adjunct.

Communication server representation Reporting adjunct representation

T00001 through T00499 000 0 00 001 through 000 0 00 499
T00500 through T00999 000 0 01 000 through 000 0 01 499
T01000 through T01499 000 0 02 000 through 000 0 02 499
T01500 through T01999 000 0 03 000 through 000 0 03 499
T02000 through T02499 000 0 04 000 through 000 0 04 499
T02500 through T02999 000 0 05 000 through 000 0 20 499
T03000 through T03499 000 0 06 000 through 000 0 06 499
T03500 through T03999 000 0 07 000 through 000 0 07 499
T04000 through T04499 000 0 08 000 through 000 0 08 499
T04500 through T04999 000 0 09 000 through 000 0 09 499
T05000 through T05499 000 0 10 000 through 000 0 10 499
T05500 through T05999 000 0 11 000 through 000 0 11 499
T06000 through T06499 000 0 12 000 through 000 0 12 499
T06500 through T06999 000 0 13 000 through 000 0 13 499
T07000 through T07499 000 0 14 000 through 000 0 14 499
T07500 through T07999 000 0 15 000 through 000 0 15 499

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Communication server representation Reporting adjunct representation

T08000 through T08499 000 0 16 000 through 000 0 16 499
T08500 through T08999 000 0 17 000 through 000 0 17 499
T09000 through T09499 000 0 18 000 through 000 0 18 499
T09500 through T09999 000 0 19 000 through 000 0 19 499
T10000 through T10499 000 0 20 000 through 000 0 20 499
T10500 through T10999 000 0 21 000 through 000 0 21 499
T11000 through T11499 000 0 22 000 through 000 0 22 499
T11500 through T11999 000 0 23 000 through 000 0 23 499
T12000 through T12499 001 0 00 000 through 001 0 00 499
T12500 through T12999 001 0 01 000 through 001 0 01 499
T13000 through T13499 001 0 02 000 through 001 0 02 499
T13500 through T13999 001 0 03 000 through 001 0 03 499
T14000 through T14499 001 0 04 000 through 001 0 04 499
T14500 through T14999 001 0 05 000 through 001 0 05 499
T15000 through T15499 001 0 06 000 through 001 0 06 499
T15500 through T15999 001 0 07 000 through 001 0 07 499
T16000 through T16499 001 0 08 000 through 001 0 08 499
T16500 through T16999 001 0 09 000 through 001 0 09 499
T17000 through T17499 001 0 10 000 through 001 0 10 499
T17500 through T17999 001 0 11 000 through 001 0 11 499
T18000 through T18499 001 0 12 000 through 001 0 02 499
T18500 through T18999 001 0 13 000 through 001 0 13 499
T19000 through T19499 001 0 14 000 through 001 0 14 499
T19500 through T19999 001 0 15 000 through 001 0 15 499
T20000 through T20499 001 0 16 000 through 001 0 16 499
T20500 through T20999 001 0 17 000 through 001 0 17 499
T21000 through T21499 001 0 18 000 through 001 0 18 499
T21500 through T21999 001 0 19 000 through 001 0 19 499
T22000 through T22499 001 0 20 000 through 001 0 20 499
T22500 through T22999 001 0 21 000 through 001 0 21 499
T23000 through T23499 001 0 22 000 through 001 0 22 499

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Communication server representation Reporting adjunct representation

T23500 through T23999 001 0 23 000 through 001 0 23 499
T24000 002 0 00 000

Display of physical port locations

Physical port network trunk locations that terminate on the G650 gateway are represented by
a cabinet, carrier, slot and circuit format. For example a location can be 1, A, 1, 22. This
equipment location will show as 01A01022 on CMS.
Port IDs for physical circuit-switched trunks that terminate on an H.248 Media Gateway such
as the G700 or G450, are displayed in a different format than that used for normal port network
equipment locations such as the G650. This difference is also reflected in the way those port
IDs are listed in the reporting adjunct.
The following table compares the standard trunk equipment location format for port network
port IDs to the H.248 Media Gateways format.

Regular port network trunk equipment Media Gateway-terminated trunk

location format like the G650 equipment location format
bbXssccc gggVscc
where: where:
bb = cabinet (1-64) ggg = gateway (replaces cabinet) (1-250)
X = carrier (A-E) V = indicates H.248 media gateway (replaces
SS = slot (1-25) carrier)
CCC = circuit (1-256) s = slot (1-4)
cc = circuit (1-32)

In reports, media gateway-terminated trunk equipment locations are displayed in a slightly

different format than that used for port network gateways.
Depending on the reporting adjunct version, the trunk equipment location is shown in a fixed
8-character or 9-character format according to the following rules:
Gateway number: The gateway number will show as either 2-digits (the leading digit shown in
the communication server display is dropped by CMS) or 3 digits. This variation in the gateway
number format is the result of the following factors:
• The numerical designation assigned to a gateway can be any number from 1 to 250, but
earlier Avaya communication server releases only supported up to 99.
• R3V11 CMS and CMS Supervisor do not provide a third-digit space for the gateway
numbers.
Therefore, for R3V11 installations, when the gateway numbers that are greater than 99, the
leading (hundred) digit of the gateway number is shown as the leading (tens) digit in the slot

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number and the following rules apply to display of slot numbers for H.248 Media Gateway-
terminated trunk equipment on R3V11 versions of CMS and CMS Supervisor:
• For gateways 1-99, slot numbers range from 01 to 04.
• For gateways 100-199, slot numbers range from 11 to 14.
• For gateways 200-250, slot numbers range from 21 to 24.
Carrier number: The carrier number shows as the letter V followed by two digits (01-04) for the
slot number.
Circuit number: The circuit number shows as 3 digits (001-032).
The following table shows how H.248 Media Gateway-terminated trunk equipment location
formats are listed on Avaya communication servers and reporting adjuncts.

Avaya On CMS (pre-R3V11ag) On CMS (R3V11ag or On CMS (R3V12 or

communicati and CMS Supervisor later) and later), CMS
on server (pre-R3V11FJ.04) CMS Supervisor Supervisor (R3V12
(R3V11FJ.04 or later) or later), and Avaya
IQ
Example 1: gateway=12, slot number=2, circuit number=16
012V216 12702016 12V02016 012V02016
Example 2: gateway=130, slot number=2, circuit number=16
130V216 30702016 30V12016 130V02016
Example 3: gateway=240, slot number=2, circuit number=16
240V216 40722016 40V22016 240V02016

Service Level Maximizer

Use Service Level Maximizer (SLM) to ensure that a defined service level of X % of calls are
answered in Y seconds. When SLM is set to y, Communication Manager verifies that inbound
calls are matched with agents in a way that ensures that the administered service level is
met.

MAO
When using SLM, you can also use an optional feature called Maximum Agent Occupancy
(MAO) to set thresholds on the amount of time an agent spends on a call. MAO is used to
prevent agent burnout.

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SLM requirements
SLM works on all platforms and operating systems that are supported by Communication
Manager. SLM has the following licensing and system requirements:
• The Call Center Elite package.
• The Call Center Release field on the System-Parameters Customer-Options screen must
be set to 12.0 or later.
• To obtain CMS reports that include information related to SLM, you must use CMS
Release 12 or later.
• SLM and Avaya Business Advocate cannot be simultaneously enabled on the System-
Parameters Customer-Options screen. Therefore, SLM and Advocate cannot both be
used on the same system. Avaya Business Advocate provides a more flexible and
functional form of achieving service level targets.

SLM operations

SLM agent selection

Agent selection methods are used when a call is queued to a skill and more than two agents
are available to take the call. This is known as an agent surplus condition.
The algorithm for agent selection:
• Selects the agent with only one skill first.
• For agents with more than one skill, the agent skills that are not needed for the incoming
call are reviewed and the agent with skills that are less likely to be needed for future calls
is selected. This is another way of saying that the algorithm selects the agent with the
lowest opportunity cost.
• In a tie, the most idle agent is selected.
The agent selection algorithm excludes the agent skill level and occupancy.

SLM call selection

Call selection applies when an agent becomes available and there are calls waiting in queue
in more than two of the agent skills. This is known as a call surplus condition.
Call selection compares all the skills assigned to an agent that have a call in queue and picks
the one with the lowest ART value. If any ART values are negative, the call in the skill with the
highest negative ART value is chosen.

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Note:
The SLM call selection method is applied to agents who have a minimum of one skill
administered as slm.

The call selection algorithm excludes the agent skill level and call priorities.

SLM target service levels and agent opportunity costs

The SLM agent selection method is based on user-defined target service levels for SLM-
administered skills and the concept of agent opportunity costs.
Target service level: You define specific target service level goals for each SLM skill based on
the following format:
SLM target service level = x percent calls answered in y seconds

For purposes of SLM reporting, estimates of service level compliance for a skill are expressed
as the Actual service level Relative to the Target service level (ART). At any point in time, an
SLM skill can be below, equal to, or above the specified target service level. For example, if a
skill has a target service level of 80 percent of all calls answered within 20 seconds and the
current service level is 75 percent of all calls to the skill answered within 20 seconds, then the
current ART value is -5 percent. Alternately, if the current service level indicates that 90 percent
of all calls are being answered within 20 seconds, then the current ART value is +10
percent.
For information on how to administer service target levels for a skill, see “Service Level
Maximizer” in the Administering Avaya Aura ® Call Center Elite Features document.
Opportunity costs: SLM compares actual call service levels to target service levels for each
SLM skill, so that when an incoming call arrives at a skill, service level data can be used as
the basis to develop agent opportunity cost estimates. The opportunity cost for an agent at a
given point in time is represented as a weighted estimate that checks the status of the agents
skills relative to the target service levels of each skill.
The process that SLM uses to derive agent opportunity cost estimates can be summarized as
follows:
• An incoming call arrives for an SLM skill and agents that are both assigned to that skill
and currently available are identified.
• All skills to which the available agents are assigned are also identified. For each of the
assigned skills (excluding the skill associated with the incoming call), a current service
level estimate is calculated and compared to the target service level.

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Note:
The opportunity cost for single skill agents is always equal to zero, since the agents
can always be selected for an incoming call in the assigned skill with no impact on the
service level status of any other skills.
• Based on the current overall service level for the skills of each available agent, SLM
derives a weighted estimate that identifies which of the available agents is currently the
least needed for their other assigned skills, where the need of a skill is (approximately)
defined as the difference between the current service level and the target service level.
This agent has the lowest overall opportunity cost.
Because of the way that SLM estimates agent opportunity costs in the agent selection process,
available agents whose skills are currently closest to matching their specified target service
levels are selected first, while agents whose skills are furthest from matching their specified
target service level are selected last. This strategy maximizes the possibility that an agent will
be available when a call arrives at a skill whose target service level is at risk.
For example, agents A and B, are both assigned to skill 4 as well as two other skills. When an
incoming call arrives at skill 4 and both agents are available, SLM compares the current service
level to the target service level for each of the skills to which the agents are assigned. The
agent who currently has the lowest opportunity cost is identified and selected to receive the
incoming call in skill 4.
The following table shows how the agent with the lowest opportunity costs is selected in two
different call service level scenarios:

Note:
To simplify this example, the service level states for each skill are represented as ART
values. The actual agent selection algorithms used by SLM are complex and do not rely
directly on ART data.

Skill SLM skill 1 SLM skill 2 SLM skill 3 Skill 4

assignments (incoming call)
Agent A X X X
Agent B X X X
For Skill 1, if... For Skill 2, if... For Skill 3, if... Then...
Agent with lowest
opportunity cost
for incoming call
is:
Scenario 1 ART (ART = Actual ART = +2% ART = +2% Agent B
service level
relative to Target
service level,
where the service
level is defined as x

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Skill SLM skill 1 SLM skill 2 SLM skill 3 Skill 4

assignments (incoming call)
% calls answered
in y seconds.) =
-5%
Scenario 2 ART = -1% ART = +5% ART= -6% Agent A

In scenario 1 in this table, Agent B has the lowest opportunity cost compared to Agent A
because the skills other than skill 4 assigned to Agent B (skills 2 and 3) are both above target
service level. At the same time, of Agent A’s skills (skill 1 and skill 2), skill 1 is below target.
Agent A is selected for skill 1. Therefore, of Agents A and B, it is better to select Agent B for
the incoming call to handle skill 4.
In scenario 2, of Agent B’s other skills (2 and 3) skill 2 is above target level but skill 3 is below
target by 6%. At the same time, of Agent A’s other skills (1 and 2), skill 1 is only below target
by 1%. Therefore, in this scenario, Agent A has the lowest opportunity cost compared to Agent
B, since Agent B has a skill in worse shape than Agent A.

SLM benefits
Because SLM is able to differentiate skills in terms of their current call service demands, it
provides the following advantages over other agent selection methods:
• Since agent resource needs for each skill are assessed in real-time, you can use SLM to
allocate agent resources to those skills that have the greatest call service demand in a
dynamic manner, thereby reducing overall call response times.
• Potential problems associated with staffing exceptions, or fluctuating, intra-day call
service demands are also reduced.
• SLM is especially useful for call center operations that are bound by contract or other
legal obligation to meet specific service level requirements.

Auto reserve agents

Auto reserve is a feature that you can use to ensure that the service level is met in critical skills.
When a critical skill does not meet the administered service level, auto reserve puts agents in
standby for their other skills ensuring that there is an available agent when the next call arrives
for the critical skill. When an agent becomes available, all of the assigned skills are checked
to see if any auto reserve skills are not meeting the target service level. If so, the agent is made
available only in the those skills.
For information on administration of the auto reserve option, see “Service Level Maximizer” in
the Administering Avaya Aura ® Call Center Elite Features document.
About auto reserve agents
Auto-reserve is an added feature you can use to ensure that the service level is met in critical
skills. When a critical skill is not meeting the service level, auto-reserve puts agents in standby

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for the other skills to ensure there is an available agent when the next call arrives for the critical
skill. When an agent becomes available, all the assigned skills are checked to see if any auto-
reserve skills are not meeting the target service level. If so, the agent is made available only
in those skills.
How auto reserve works
With SLM, you can specify auto reserve agents for a skill to ensure that the desired service
level is met in critical skills. When an agent becomes available, the agent can be reserved for
SLM skills that have a weighted service level below their assigned targets. When the agent is
reserved in more than one of the assigned skills, the agent is made available to receive calls
only from the assigned skills.
With SLM, an agent becomes reserved for an SLM skill, which has a Group Type “slm”, when
the agent becomes available. At that time, the SLM software checks all the skills assigned to
the agent to determine if any have a weighted service level below the target service level.
Before the agent is automatically reserved for more than one of the skills:
• The skills must have a maximum auto reserve setting greater than zero, as set on the
Hunt Group screen for the skill.
• The limit of reserved agents has not been exceeded for the skill
In other words, the agent is only available in that skill. The agent is made unavailable in the
above-target skills, reserving each agent for the neediest skills.
Considerations for allocating auto reserve agents
Since auto reserve agents are unavailable in other skills, use auto reserve agents only in skills
for which achievement of service level targets is critical. The addition of even a single auto
reserve agent can have a significant impact on the service level. Therefore, initially set the
number of auto reserve agents on the Hunt Group screen to 0 or 1, observe the impact on the
service level, and gradually increase the number of auto reserve agents by increments of one
until you achieve the service level target.
Rules for auto reserve agents
For agents assigned to any skills that use auto reserve, the following rules apply when an agent
becomes available:
• If any of the auto reserve-enabled skills to which an agent is assigned are currently below
their specified target service level, the agent is available only in those skills.
• The designation of auto reserve agents for a skill is continuously assessed as agents
become available. If the maximum number of auto reserve agents has already been
reached, a single-skill agent who becomes available replaces the multi-skilled agent who
has the highest opportunity cost.
• If more than one of the agent auto reserve-enabled skills are currently below the specified
target service level, a multi-skill agent is put into the auto reserve state if one of the
following conditions are met:
- The maximum number of auto reserve agents for the skill is not yet filled.
- The maximum number of auto reserve agents for the skill is filled, but the opportunity
cost for an idle, multi-skilled agent is lower than the opportunity cost of a multi-skilled

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agent who is currently in the auto reserve state. In this case, the agent with the
highest opportunity cost is released from the auto reserve state.

Agent selection rules in mixed skill environments

SLM skills can be co-resident on the system with skills that use other agent selection methods
such as LOA. However, situations can arise in which a skill is not administered as an SLM skill,
but includes agents that are also assigned to more than one SLM skill. In such a mixed skill
environment, the following rules apply:
• If a non-SLM administered skill does not include any agents who are also assigned to
SLM skills, agent selection is based on the agent selection method administered for that
skill.
• If a non-SLM administered skill includes more than one agent who is also assigned to
SLM skills, a current service level value of 100 percent is applied to the non-SLM skill for
purposes of SLM service level and agent opportunity cost calculations.

Important:
In a mixed skill environment, the service level for non-SLM hunt groups must be
administered to reflect the importance of the hunt group. For example, if you can keep
inbound callers in queue for a longer amount of time, you can set the service level to be 75
percent (of calls answered) in 180 seconds. In other cases, when an extended wait time is
not expected, but target service level compliance is not critical, you can set the service level
to be 45 percent in 15 seconds.

SLM algorithms
Starting with Communication Manager Release 3.1.2 (load 632), you can choose an alternative
algorithm for selecting agents and delivering calls to maximize service level targets. The
original Weighted Service Level (WSL) algorithm used for maintaining the service level targets
has been changed to an Actual Service Level (ASL) algorithm that works better with low staff
or low traffic level conditions. The ASL algorithm also handles the higher staff and traffic
conditions and is recommended. ASL is determined as a percentage on a hunt group basis
using the number of accepted calls in the current interval divided by the total calls in the current
interval. A call is counted as accepted if it is answered within the target service level time period.
You can still select the WSL algorithm on a system basis when desired. The WSL algorithm is
based on a weighting calculation that uses the difference between the target time and the
estimated wait time.

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Criteria for choosing algorithms

The ASL algorithm is an improved algorithm for maintaining service level targets. Use ASL for
most situations, in addition to low staff levels or low traffic level conditions unless actual
experience indicates that WSL provides better performance for your installation.

Administering the ASL algorithm

Procedure

1. From the System Administration Terminal (SAT), enter display system-

parameters customer options.
2. On the System Parameters Customer-Options screen, ensure the Service Level
Maximizer field is set to y.
3. Enter change system-parameters features.
4. On the Feature-Related System Parameters screen, ensure the Service Level
Maximizer Algorithm field is set to actual.
5. Enter change hunt-group.
6. On the Hunt Group screen, set the SLM Count Abandoned Calls field ton or y (the
default), depending on whether or not to include abandoned calls in the ASL
algorithm calculations for SLM.
7. On the Hunt Group screen, set the Service Level Interval field to the time interval
when you want ASL calculations to run.
The default value is daily. The other choices are hourly or weekly.

SLM reporting
This section contains an overview of the Avaya CMS Supervisor report features with which
you can evaluate various aspects of SLM performance.
For detailed information on:
• CMS database items related to SLM or MAO, see the Avaya CMS Database Items and
Calculations document.
• ART reports, see the Avaya CMS Supervisor online help.

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Evaluating target service level compliance

CMS includes database items that you can use in CMS Supervisor to evaluate how well your
target service levels are met by SLM operations.

Note:
The service level used by the Communication Manager to route calls is based on a prediction
of a call being answered in the target service level. The service level calculated by CMS is
the actual service level being achieved.
ART reports
Supervisor provides several types of Actual Relative to Target (ART) reports that compares
actual service levels to target service levels and expresses the difference on a percent basis
in a graphical format.

Note:
If your service level targets are based on contractual agreements, verify that your
assessment of service level performance is based on a time frame (days, weeks, months)
that is appropriate for the terms of your contract.
A percent value that exceeds zero means that actual service levels exceed the target, while
percent values less than zero mean that the service level is not being achieved. When actual
and target service levels correspond closely, the percent difference between the two data sets
that are displayed in ART reports will tend to be close to zero, which is an indication that staffing
levels are consistent with call service goals.
Service level calculations
Service level calculations can also be used to evaluate service level compliance. In R12 new
database items have been added to track the number of calls answered (TARGETACDCALLS),
abandoned (TARGETABNS) and outflowed (TARGETOUTFLOWS) within the service level
administered on the Communication Manager.
CMS uses the target service level that is administered on the Communication Manager to
generate these items. The advantage to using these items is that if the target service level is
changed, CMS receives the new service level value and automatically adjusts how these items
are computed. These items can be included in custom reports.

Note:
The existing CMS service level calculation can be used only if the acceptable service level
on CMS Split/Skill Call Profile matches the Target Service Level administered on the
Communication Manager. If the target service level is modified on the Communication
Manager, the CMS service level must be manually modified to match that value.

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Evaluating auto reserve rates

Avaya CMS Supervisor includes a %Skills Available column in historical Agent Summary
Reports. The %Skills Available value is 100% when an agent spends no time in the auto
reserve state. All values less than 100% indicate agent time spent in the auto reserve state.

SLM interactions

Interaction Description
Avaya Business Do not enable both SLM and Avaya Business Advocate on the
Advocate System-Parameters Customer-Options screen.
BCMS Reporting If BCMS Reporting Desktop VuStats is used to display acceptable
Desktop VuStats service level report data, the displayed value is identical to the
seconds value that is set in the Target Service Level (% in sec)
field on the Hunt Group screen.
For more information on administering SLM skills, see “SLM
administration” in the Administering Avaya Aura ® Call Center Elite
Features document.
Best Service Routing With BSR, the best resource choice among the local skills and best
skills of the remote sites is based on the lowest adjusted EWT or
assigned available agent strategy rule. This rule does not check
service level targets that are assigned to individual skills. However,
when an SLM skill is selected as the best resource, the available
agent selection is based on the specified service level target for
the skill. Therefore, service level objectives are maintained within
the local or remote skills, but not across sites.
Direct Agent Calls For agents assigned to SLM skills and eligible to receive direct
agent calls, direct agent calls have priority over ACD calls.
Least Occupied Agent SLM does not use LOA as an agent selection method.
Location Preference You can assign reserve agents using SLM. In most cases, the
Distribution selection of an agent or a call based on Location Preference
Distribution takes precedence over SLM. However, SLM takes
precedence when a reserve agent is needed because the service
level is below the threshold.

Note:
If more than one reserve agent is eligible for the call, Location
Preference Distribution is used to choose the agent.
Non-SLM Skills Agents that have a minimum of one assigned SLM skill have the
administered Call Handling Preference (CHP) ignored and are
treated as if the CPH is set to slm. The non-SLM skills are treated

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Interaction Description
as if the skills are always at service level when it comes to agent
and call selection.
Greatest Need Greatest Need is not used when SLM is enabled, since call
selection is driven by the target call service levels that are
administered for each SLM skill.
RONA Redirected calls are part of the service level calculations of any
SLM skill to which redirected calls are sent.

Service Observing
Supervisors use Service Observing to monitor calls to extensions, attendants, or EAS agents.
A VDN call can also be observed. Observers can monitor calls in one of the following modes:
• Listen Only
• Listen/Talk
• No Talk
• Next Call Listen Only
You can administer Service Observing to observe a particular extension, not all calls to all
extensions at a station.

Important:
Service Observing is subject to federal, state, or local laws and rules, or requires the consent
of one or both the calling parties. Familiarize yourself and comply with all applicable laws,
rules and regulations before using the feature.

Using Service Observing

To begin observing, the supervisor or observer presses the Service Observing button plus
the agent extension number. Initially, the observer is in the listen-only mode. The supervisor
or observer presses the Service Observing button to toggle between the listen-only and the
listen/talk mode. The lamp indicates which mode the observer is in.
To deactivate Service Observing, the observer hangs up, selects another call appearance, or
presses the release button.
An observer can monitor an agent who is not active on a call. The observer is in the wait state
until the agent receives a call, the observer is then bridged on to the call.
You can administer a warning tone on each system to let agents and callers know when
someone is observing a call. Before the connection, the conference tone can add 2-3 seconds

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delay. The parties hear a two-second, 440-Hz warning tone before an observer connects to a
call, followed by a half-second burst of the tone every 12 seconds during observation.

No-talk FAC for Service Observing

Starting with Call Center Release 3.1, a station user or a Service Observing route-to number
vector operation can optionally activate Service Observing in a listen-only/no-talk mode that
does not reserve a second time slot in port network gateway configurations. This does not
apply to H.248 Media Gateway configurations. With this option, the ability to switch to the
Service Observing talk mode while observing stations or ACD agents is denied. By not
reserving the extra time slot, call recording applications that use Service Observing in a listen-
only/no-talk mode have greater recording capacity since time slot usage is reduced.
This feature is available only through the Call Center release 3.1 Service Observing No Talk
Feature Access Code (FAC), where a Service Observing listen-only/no-talk session cannot be
activated or toggled to different modes using a Service Observing station button.
To use this option, first assign an appropriate dial code in the Service Observing No-Talk
Access Code field on the Feature Access Code (FAC) screen. Then activate observing
associations for call recording using the defined No-Talk FAC.

Observing Logical-Agent IDs

With EAS, an observer can observe agents based on their logical-agent ID rather than their
physical phone. The observer enters the logical-agent ID extension number of an agent, who
must be logged in to a phone. The observer can monitor every ACD, personal, and direct agent
call delivered to or placed by the agent, including calls placed to the physical extension.
Without Multiple Observers active (See Multiple observers) , only one observer can observe
an extension at one time. An observer cannot observe a logical agent ID extension at a physical
telephone that is already being observed. Likewise, an observer cannot observe a physical
extension that is being observed as a logical-agent ID extension.

Observing Remotely or by FAC

Observers can observe calls from a remote location or locally using Service Observing FACs.
When observing remotely, observers must use FACs. Different FACs are required for listen-
only and listen/talk modes. When observing locally or remotely by FAC, the observer cannot
toggle between modes. Physical extensions, logical-agent ID extensions, and VDNs can be
observed remotely.

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Remote observing is initiated through Remote Access or Call Vectoring.

• With Remote Access, an observer accesses Communication Manager using a trunk
group dedicated to Remote Access or using a DID to the Remote Access extension.
Remote observing works with all types of DID trunks, including ISDN-PRI and tie trunks,
and DCS over analog, T1, or PRI.
• With Call Vectoring, an observer accesses a communication server by dialing a VDN
extension or a Central Office (CO) trunk that has a VDN extension as its incoming
destination. Using route-to commands, you can design a Service Observing vector to
allow a VDN call to directly access a specific extension to be observed or a Service
Observing dial tone. At the dial tone, observers can enter any extension that the observers
are authorized to monitor. The following is a simple example of a Service Observing
vector.
1.wait-time 0 seconds hearing ringing
2.collect 5 digits announcement 2300 ("Please dial your 5-digit security code")
3.goto step 5 if digits = 12345
4.disconnect after announcement 2000
5.collect 1 digits announcement 2310 ("enter 1 to observe sales, 2 to observe
billing")
6.route-to number 113001 with cov n if digit = 1 (11=listen-only observe,
3001="Sales" VDN)
7.route-to number 113002 with cov n if digit = 2 (11=listen-only observe,
3002="Billing" VDN)
8.goto step 5 if unconditionally

You can combine Call Prompting and Call Vectoring to provide security and to limit
observation.

Observing VDNs
To observe a VDN, the observer enters a specific VDN extension and bridges onto calls (one
call at a time) that have started vector processing for that VDN. The observer hears all tones,
call prompting, caller dialing, announcements, music, and speech that the agent and caller
hear. If an observer is in a COR administered to hear VDN of Origin Announcements (VOA)
and has a VOA Repeat button, the observer can hear and replay the VOA.
Service Observing of VDNs is enhanced to (optionally) start observation of a call to the VDN
when the call is delivered to the agent or station. When this VDN option is active, VDN service
observing activation still associates the observer with calls to the VDN, but the observer does
not hear a call during vector processing. After initial activation, the first call to be observed must
first pass through vector processing before the observing is enabled. When the observing
connection is completed for the first call (the call is released), the observer is bridged on a
subsequent call to the VDN (which has also been through vector processing) when the call is
answered by an observable agent/station. This ability saves time for the observer because,
after observing of the VDN has been activated, the observer does not have to wait (and listen)
for each subsequent call to go through vector processing and for the agent to answer.
The ability to observe VDNs when the call is delivered to an agent/station is activated by setting
the Observe on Agent Answer field on the VDN screen to y.

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The observer sees the name of the VDN, agent, or trunk as each is accessed in sequence by
the VDN. For example, during vector processing the VDN name is displayed, but when the call
connects to an agent, the agent name is displayed.
When the observer connects to a call in vector processing, the system maintains the
connection until the call is disconnected or the observer hangs up, even if the call is routed or
transferred externally. If the observer does not disconnect after one observed call is
disconnected, the observer is connected to another call on the same VDN. Observing is listen-
only as long as the call is in vector processing. Once the call is out of vector processing, an
observer with listen/talk capability can talk as well as listen.

Service Observing/SSC with Exclusion

With Call Center release 6.2, an option is available on the Feature-Related System Parameters
screen called Service Observing/SSC Allowed with Exclusion. This allows you to use
Service observing or Single Step Conference (SSC) to listen to or call record a station or agent
that has the Exclusion feature active.

Release Service Observing/ Result

SSC Allowed with
Exclusion
6.2 Set to y Allows Service Observing of a station or SSC
connection to a station with Exclusion active, either by
Class of Service (COS) or manual activation of the
exclusion button.
Set to n (default) Observing towards a station with Exclusion active is
denied, or if Exclusion is activated by a station while
being observed, all bridged parties including the
observer are dropped.

VDN Observing by Location

Supervisors can use VDN Observing by Location to:
• Dial a Feature Access Code (FAC) to set up an observing association with a VDN.
Communication Manager establishes the observing connection when the agent in the
required location answers the call.
• Indicate the location of the agents that the supervisor wants to observe by entering a
Multiple Locations on page 240 feature location ID number. Communication Manager
connects the supervisor only to calls delivered to agents with the assigned location ID
number.
Activate VDN Observing by Location in the following modes using FACs:

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• Listen Only: VDN Observing by Location Listen Only Access Code

• Listen/Talk: VDN Observing by Location Listen/Talk Access Code
Processing of the VDN Observing by Location FACs is similar to that of the VDN Observing
FACs except that you can enter the location ID number. For the VDN Observing by Location
FACs, Communication Manager provides a third dial tone for location number entry. For
instance, when an internal station user dials a VDN Observing by Location FAC,
Communication Manager provides a second dial tone prompting the user to enter a valid local
VDN extension number. After the user enters the extension number, Communication Manager
provides another dial tone to accept the entry of 1, 2, or 3 digits, ranging from 1 to 250, of a
location ID number. Communication Manager then checks if the number entered is a valid
assigned Multiple Locations number.

Note:
Since you have the option to enter 1, 2, or 3 digits of a location ID number, you must enter
the pound (#) sign after the location ID number to indicate end of digit entry.
You can also activate VDN Observing by Location using either the Remote Access feature or
the route-to vector command.
Remote access feature activation
To activate VDN Observing by Location remotely, see Observing Remotely or by FAC on
page 322. Communication Manager provides the first dial tone for the VDN Observing by
Location FAC entry, the second dial tone for a valid VDN extension entry, and a third dial tone
for a location ID number.
Route-to vector command
You must assign at least one of the VDN Observing by Location FAC digit strings as the route-
to number destination, or collected/assigned in the digits buffer for a route-to digits
vector command. Communication Manager then provides a dial tone for entry of a VDN
extension and a second dial tone for entry of a location ID number. Another possible entry is
the VDN Observing by Location FAC followed by the VDN extension, that is, route-to number
*23345600 or route-to digits with DIGITS set equal to *23345600. In this case, the caller hears
the dial tone and enters the location ID number.
If you activate VDN Observing by Location using the route-to vector command, you will
hear a confirmation tone indicating that the observation of a VDN is successful. A denial tone
plays only for an incorrect entry.
You can use a new special character sequence “~L” for location as a separator between the
VDN extension number and the location ID number for a complete observe by location
activation with the route-to number vector command. For example, with an FAC of *23, a
VDN 345600, and a location ID number 125, the destination parameter for the route-to
number command is “*23345600~L125#”.

Note:
You cannot use the special character sequence with the route-to digits command
since digits must be numerical or must start with an asterisk (*) sign for the command.

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After successful activation, Communication Manager puts the observer in the wait-state for the
VDN until a call, originally directed to the VDN, is delivered to an agent with the assigned
location ID number. The observer can be in the wait-state for a long time if all agents in the
desired location are busy on calls or have skill level priorities. The observer can hang up to
stop observing calls.

Note:
Only one VDN observer is allowed on a call. Observers of all calls to the VDN connect to a
call at the beginning of vector processing and therefore have precedence over the VDN
Observe by Location observers of the same VDN. The Observe by Location observers can
observe only those calls that are not already being observed when delivered to an agent in
the desired location.
To increase the chances for observing calls by location, Avaya suggests that observing all
calls to the VDN not be used at the same time as observing by location.
Non-by location observing of VDNs with the Observe on Agent Answer field set to y still
results in selecting a call from the start of vector processing and interacts with VDN Observe
by Location in the same manner as observers of all calls even though the observer hears
only when the call is delivered.

Service Observing indicators

General indications to observer

The following table shows general Service Observing indicators that observers receive.

Condition Button lamp Tone

Not active Dark None
Denied activation Broken flutter Intercept/busy/reorder
Activated Steady/Winking Confirmation tone followed by silence or
connection to call.
Observing (listen only) Steady Hear call
Observing (listen/talk) Winking Hear/talk on call
In wait state Flash None
Denied observing Flash (wait state) Silence/ineligible tone followed by silence

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Tables showing what observers receive when using Service Observing

The following tables include the indications that observers receive when observers activate
and use Service Observing. In the tables:
• Wait state means that the observer has activated Service Observing but there are no calls
or a call cannot be observed. A call appearance is not reserved. The observer must have
an idle call appearance available to be used by Service Observing when an observable
call comes in.
• Ineligible tone is heard when an observed call becomes ineligible for observation. See
“Service Observing considerations” in this document for conditions that make a call
ineligible. This tone is the hold confirmation tone - a rapid series of 5 short 440-Hz beeps.
The observer does not hear this tone if the agent receiving the ineligible call hears zip
tone.

Feedback to observers when activation denied

Condition State Lamp Tone
No such extension denied broken flutter intercept
Extension not observable denied broken flutter intercept
Not allowed COR denied broken flutter intercept
(Extension COR cannot be observed or COR
for observer calling permission does not allow
observing the COR of extension to be
observed.)
Extension has Data Restriction denied broken flutter intercept
Extension has Exclusion Active denied broken flutter busy
Extension has Data Privacy Active on call denied broken flutter busy
Extension already observed denied broken flutter busy
Extension is an observer denied broken flutter busy
Extension being busy-verified denied broken flutter reorder
Extension has a 6-party conference denied broken flutter reorder
COR doesn’t allow SO activation denied broken flutter intercept
Observe VDN not optioned denied broken flutter intercept
Logical ID not logged In denied broken flutter busy
Activation to logical with physical observed denied broken flutter busy
Activation to physical with logical ID observed denied broken flutter busy
Maximum VDNs being observed denied broken flutter reorder

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Feedback to observer when activation allowed - at time of activation

Condition State Lamp Tone
Active-eligible call observing steady/ confirmation tone followed by
winking connection to call
No active call wait state flash confirmation tone followed by
silence
Call ineligible wait state flash confirmation tone followed by
silence
Call has No Observe wait state flash confirmation tone followed by
COR silence
VDN call already wait state flash silence
being observed

Feedback to observer when activation allowed - after observe activated

Condition State Lamp Tone
No active/eligible Call wait state flash silence
Call in 6-party conference wait state flash silence
Call already being observed wait state flash silence
Call is being busy-verified wait state flash silence
Call has Data Privacy active wait state flash silence
Call has Data Restriction wait state flash silence
Call has Exclusion Active wait state flash silence
Active-eligible call (in listen-only SO listen steady hear call
mode)
Active-eligible call (in listen/talk mode) SO listen/ winking hear/talk on
talk call
Press button while observing in listen- SO listen/ winking hear/talk on
only mode talk call
Observer presses Release not dark none
observing
Call has No Observe COR wait state flash silence
VDN call already being observed wait state flash silence
No active eligible call wait state flash silence
Eligible VDN call observing steady/ hear call
winking
Eligible VDN call (in vector SO listen steady hear call
processing)

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Feedback to observer when activation allowed - after observe activated

Condition State Lamp Tone
Eligible VDN call (out of vector SO listen steady hear call
processing in listen-only)
Eligible VDN call (out of vector SO listen/ winking hear/talk on
processing in listen/ talk) talk call
Press button while observing in vector SO listen steady no change to
processing mode
Press button while not in vector and in SO listen/ winking hear/talk on
listen-only talk call
Call being observed becomes wait state flash ineligible tone
ineligible followed by
silence
Active call disconnects wait state flash silence
Logical agent logs out denied broken flutter busy, then
silence
Observer (without button) hangs up deactivates n/a n/a
observing

The Service Observing button and IP Telephones

Action by observer What happens Condition
No action. The Service Observing The telephone is idle.
button is not highlighted.
The observer presses the The Service Observing The system is waiting for
Service Observing button. button is highlighted. dialing to begin.
The observer dials a station The Service Observing The observer has
extension, Agent ID button remains highlighted successfully established
extension, or a VDN and displays two down a session and is “awaiting
extension. arrows. a call to observe”.
No action. The Service Observing An observable call is
button remains highlighted. offered to the observer.
The call display reflects the
call being observed. Two
arrows are displayed if the
observer is in the Listen/Talk
mode. No arrows indicate
the Listen Only mode.
Initially, Service Observing
starts out in the Listen Only
mode.

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The Service Observing button and IP Telephones

Action by observer What happens Condition
The observer presses the The Service Observing The observer has actively
Service Observing button mode of operation is toggled changed their Service
again. between Listen Only and Observing mode.
Listen/Talk and vice versa.
The mode is indicated by the
appearance or lack of two
down arrows on the Service
Observing button.

While observing, the observer can press only the following buttons:
• Call Appearance
• Service Observing
• Position Busy
• Auto-ckt Assure
• Release. This ends Service Observing
• Bridged Appearance
• Auxiliary Work
• Queue Status (NQC, OQT, AQC, and AQT)
• System Night Service
• Hold (ignored)

General security
Use the following COR restrictions to prevent unauthorized observing.
• For the observer, set the Can Be An Observer field on the COR screen to y.
• For the agent to be observed, set the Can Be Observed field on the COR screen to
y.
• For the observer, grant permissions to all CORs to be observed on the Service Observing
Permissions COR table.

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VDN-call security
Use the following COR restrictions for VDN-call observing.
• For the VDN extension to be observed, set the Can Be Observed field on the COR screen
to y.
• For the VDN destination, set the Can Be Observed field on the COR screen to y.
• Enter the VDN extensions to be observed in the observer’s Service Observing
Permissions COR table.

Vector-initiated security
Use the following guidelines for vector-initiated observing.
• Use Call prompting commands in Service Observing vectors to provide passcode
protection and limit access to specific destinations or vector-verified, caller-entered
digits.
• Use Time of Day/Day of Week checks in Service Observing vectors.
• Create a vector used exclusively for Service Observing.
• If you use route-to commands to observe a VDN extension, ensure the extension has an
observable COR.
• If the observer is observing locally, grant calling permission to the observer on the VDN’s
COR.
In vector-initiated Service Observing, the COR assigned to the VDN used to initiate Service
Observing, the COR assigned to the internal caller extension, and the COR assigned to agent
to be observed are used to determine if Service Observing will be allowed. If the agent’s COR
is not observable, observation fails regardless of the VDN or caller COR. When a call routes
through multiple VDNs, the COR of the last VDN is used for calling/observing permissions
regardless of VDN Override settings.
If you have administered the optional warning tone, the caller and the observer hear the tone
only when the system connects the call to the answering or routed-to destination after vector
processing is finished. The periodic tone is heard during the call even if the call is transferred
off-communication server. Use a warning announcement at the beginning of vector processing
to inform the caller of observation since the system cannot give a warning tone until the call is
out of vector processing.

Remote-access security

• Use barrier codes and authorization codes to limit the use of Remote Access to authorized
users. For information on the codes and other remote access security measures, see

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“Remote Access” in the Avaya Aura ® Communication Manager Feature Description and
Implementation document.
• Use different authorization codes for different service observing permissions.
• Use Facility Restriction Levels (FRLs) and restrictions, such as the authorization code
COR, to restrict Remote Access service observer access to other destinations such as
stations or trunks.
• Use Call Prompting to create additional access security.
Assign the VDN, barrier code, and authorization code calling and service observing
permissions and set the Can Be Observer to y on the associated COR screen. The last COR
encountered is used to determine the observer permissions.

Service Observing considerations

Observability
Although an agent can be a member of multiple splits/skills an agent can be observed by only
one observer at a time. If two agents with different supervisors are observed and one agent
calls the other, the originator’s supervisor observes the call, and the other supervisor is placed
in the wait state.
An attendant can be observed but cannot be an observer.

Ineligibility
A call to an agent extension or VDN is ineligible for observing when the call:
• Is already being observed
• Is being busy-verified
• Has Data Privacy active
• Has Data Restriction active, is conferenced with an extension that has Data Restriction
active, or is a VDN call that reached an extension that has Data Restriction active
• Has Privacy - Manual Exclusion active, is conferenced with an extension that has Privacy
- Manual Exclusion active, or is a VDN call that reached an extension that has Privacy -
Manual Exclusion active

Note:
If Service Observing with Exclusion is active, observing is allowed when manual
exclusion is active.

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 Service Observing

• Is in a conference where adding the observer results in more than six parties.
• Is a VDN-observed call that reaches an unobservable extension or VDN. (Note that the
COR of the hunt group split or skill used to distribute the call to the station/agent is not
checked. The CORs of stations/agents conferenced with the call are not checked.)

Trunk calls
If an agent being observed makes an trunk-call, observation starts after the agent finishes
dialing. For Central Office (CO) trunks, dialing is treated as complete when answer supervision
is returned or when answer supervision timeout occurs.

Multiple VDN observers

Multiple observers can observe a single VDN simultaneously, but only one VDN observer is
observing a given call to the VDN. There is no limit to the number of observers observing a
single VDN as long as the total number of observers actively observing VDNs does not exceed
50.
When you set Allow Two Observers in the Same Call to y, the VDN observed call connects
to:
• An agent that is being observed by an observer.
• A station that is being observed by an observer.
• A conference that includes another observer.

Conferenced calls
An observer cannot initiate a conference while observing.
If an observed agent conferences a call and the number of conferenced parties is less than
six, the observer is placed in the wait state until the call is connected. Then the observer
observes the conference. In addition, the observer is bridged onto any call on which the agent
becomes active before the conference is complete. When the conference is complete, the
observer is again bridged onto that call.
If an observed agent conferences a call and the number of conferenced parties (including the
observer) is six, the conference is denied.
A call to an observed VDN cannot be monitored if the observer, caller, and other parties bridged
onto the call constitutes more than six parties.
If a conference is being observed because an observed agent entered the conference, when
the agent hangs up, the conference is no longer observed. If a conference is being observed
because an observed VDN call entered the conference, observing continues until the call is
routed to an unobservable destination.

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Conference members are observed during a conference regardless of their COR setting.
If a VDN call being observed is conferenced to an agent call being observed, the VDN observer
continues to observe and the agent observer goes into wait state. If two observers (of either
VDN or agent calls) are conferenced to a call, the first observer conferenced-in continues to
observe and the second observer goes into the wait state. VDN or agent call observers hear
the ineligible tone before going into wait state.
The same rules apply when multiple observers monitor transferred calls.

Transferred calls
Observers cannot initiate a transfer while observing.
When a service-observed agent starts a call transfer by pushing the Transfer station-button,
all parties connected to the call are placed on hold, and the service observer is placed in the
service observing wait state hearing silence. The service observer continues to hear silence
while the agent dials a second party and hears ringback. When the second party answers the
agent's call, the service observer is reconnected to the transferring agent. When the Transfer
station-button is pushed again to complete the call transfer, all held parties are reconnected
to the call, the transferring agent is disconnected from the call, and the agent's service observer
is placed in the service-observing wait state hearing silence.
A VDN observer continues to monitor the transferred call until it is transferred or routed to a
unobservable destination.

Service Observing interactions

Interaction Description
ASAI A call to an observed VDN continues to be observed after being routed
to an adjunct. A call can be routed to a Service Observing FAC by the
adjunct routing command in the same way that the call is
routed with the route-to command.

Assist A VDN observer continues to observe a call during an assist operation.

The observer observes the caller on hold and the conference, when
the agent conferences the assist call with the VDN call.
Avaya Call The listen-only/no-talk mode for Service Observing reduces the time
Recording slot usage required by the recording device to connect to monitored
(Witness) stations and ACD agents, allowing greater call recording capacity.
Since the Service Observing No-Talk FAC used by the recording
device to activate a recording session does not provide a talk-path, a
warning tone cannot be inserted by the recording device when the
recording session begins. To notify the parties in a call that the call can
be recorded, design the vector to execute an announcement vector

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Interaction Description
step before queueing or routing the call that provides an audible
warning message. You can also administer Communication Manager
to provide the warning tones by enabling the Service Observing
Warning Tones on the Feature-Related System-Parameter screen.
BCMS BCMS does not report on Service Observing. BCMS reports show
normal measured-call and agent activity related to Service Observing
calls. When a non-EAS agent is observed, the BCMS Report By Login
ID shows the physical extension along with the login ID.
Bridged If an observer monitors agent extension 3082, the observer is bridged
appearances onto calls only to 3082. If the agent with extension 3082 has a bridged
appearance for extension 3282, calls to extension 3282 are not
observed. Although extensions 3082 and 3282 have a call appearance
on the same telephone, the observer cannot observe both extensions
at the same time.
Busy-verification An observer cannot observe an agent call that is bridged onto by busy-
verification. Also, an agent’s call that is being bridged onto by an
observer cannot be busy-verified.
Call Coverage/Call An observer cannot observe a call answered by a covering agent or
Pickup member of a pickup group until the called agent bridges onto the call.
The observer continues observing a call to an observed VDN call if the
call is routed to a destination that forwards the call, using Call
Coverage, Call Forwarding, or Call Pickup.
Call Park An observer cannot park a call while observing the call. An observer
observing a VDN continues observing after a call is parked.
Call Waiting A call cannot wait on a single-line phone that is being observed.
Call Work Codes/ The observer does not hear agent dialing with these features because
Integrated the digits are passed to the communication server in S-channel
Directory messages.
CMS When an observer is bridged onto a VDN call, CMS is notified.
Conference and A VDN observer who is bridged on a call follows the call on a
Transfer conference and/or transfer operation.
Converse Converse-split extension ports can be observed as physical
Command extensions. A call to an observed VDN continues to be observed if the
call is answered by a VRU through the converse command.
Converse-on Calls connected by the converse-on command are not observed by
Vector Command the VDN observer when the Observe on Agent Answer option is set
to y. If the call is subsequently answered at an agent station or other
destination using the route-to command, the VDN observer is bridged
on the call.
DCS To observe stations on another node (a DCS station extension), you
must set up remote-access service observing. A DCS station can only

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Interaction Description
observe another node using remote service observing. Service
observing displays are not supported across DCS.
Dialed Number Observing by VDN provides monitoring by DNIS since the VDNs
Identification represent the DNIS of the service dialed.
Service
Direct Agent A direct agent call to a logical-agent ID is monitored by observing the
Calling Logical Agent not by monitoring the physical extension.
Hold Observers cannot place calls on hold while observing.
If an observed agent places a call on hold, the observer is put in wait
state. A VDN observer continues to monitor the caller placed on
hold.
Leave Word Parties on an observed call cannot use LWC.
Calling
Look Ahead If an observed VDN call routes to another location using Look Ahead
Interflow Interflow, the call continues to be observed. The observer hears a
warning tone, if administered at the sending communication server,
when the call arrives at the receiving communication server. The
observer continues to hear the periodic tone while observing the VDN
call.
Manual Answer VDN observers are bridged on to the call when the agent answers the
call that has been ringing the ACD agent extension with the Observe
on Agent Answer set to y.
Move Agent/ Moves or changes of physical of logical agents being observed occur
Change Skills according to the move or change rules. Observing continues.
Multiple Call While an agent extension or logical ID is observed, only the active call
Handling is monitored. If all calls are put on hold, the observer hears silence.
Music-on-Delay/ If an observer is in listen/talk mode, neither caller nor observer hears
Music-on-Hold music-on-hold. If an observer is in listen-only mode, the caller hears
music-on-hold, but the observer does not. A VDN observer hears
music provided to the caller.
Night Service A VDN observer continues to observe when a call routes to night
service.
Recorded A VDN observer continues to monitor a call connected to an
Announcement announcement. A Verify Announcement call placed by an observed
physical or logical agent can also be observed.
Redirection on No A VDN observer continues observing a call after it is redirected or rings
Answer in limbo.
Route-to Number Calls connected by the route-to number command are observed
Vector Command by the VDN observer after “answer” is received when the Observe on
Agent Answer field is set to y. This includes routing to internal
destinations, such as stations, hunt groups, ACD splits or skills, the
attendant, or to external destinations.

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Interaction Description
Trunks without Service observing cannot be activated over no-disconnect-
disconnect supervision trunks. The caller hears denial indication.
supervision
VDN of Origin VDN observers with the Observe on Agent Answer field set to y are
Announcement not bridged on the call until after the VOA is given to the agent.
(VOA) Therefore, the observer does not hear VOAs.
VDN Return You can create a prompting VDN with a return destination assigned
Destination so that, if you activate observing and it fails or the denial indication
times out, the prompting VDN allows you to retry activation. This is
true only if the denial and disconnection occur after the call leaves
vector processing.
If a vector step fails, the system proceeds to the next vector step.
Disconnect or busy commands cause calls to be dropped and do not
trigger return destination.
When return destination is triggered, the call is monitored through
each return destination operation until the caller disconnects.
The observer bridged on the call follows the call when the VDN Return
Destination feature, active on the VDN, redirects the call back through
vector processing after the agent releases the call.
Telephone displays The display for local observers matches exactly what is displayed on
the observed physical or logical agent’s telephone display. For
example:
a=“3035001234 to Sales SO”
While observing a VDN, an observer sees displayed the name of the
VDN being observed while in vector processing. After the call leaves
vector processing, the name of the agent or trunk group that the call
is connected to is displayed.
VuStats Non remote observers using 2-line displays can activate VuStats for
an agent. An observer must activate VuStats before using Service
Observing. The agent’s statistics appear on the second line of the
observer’s display.
Zip tone VDN observers do not hear the zip tone that the answering agent
hears.

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Service Observing with Multiple Observers

Service Observing with Multiple Observers with Allow Two Observers in the Same Call set
to y allows:

• Up to two observers to monitor the same agent Login ID or station extension using the
Service Observing station button or using any of the following FACs: Service Observing
Listen-Only, Service Observing Listen-Talk, Service Observing No-Talk
• Two separate calls, each with an associated service observer, to be conferenced with
both service observers included in the conference call. However, if both observers are
VDN observers, one VDN observer is dropped.
• Customers who use call recording products, such as the Avaya Witness Call Recording
or NICE, to connect a voice-storage server to a station or Login ID extension to record
agent-to-customer transactions acting as an observer.
• Customers who use call recording products to allow an observer to monitor a station or
Login ID extension and record the transaction at the same time.

Note:
Service Observing with Multiple Observers does not allow multiple observers of a VDN
to observe the same call with the Service Observing by VDN feature.

Service Observing with Multiple Observers example

A typical user of the Service Observing with Multiple Observers feature is a call center in a
financial institution like a bank where all the calls must be recorded for security and quality
control. The call center can use a call recording facility, such as Avaya Witness Call Recording,
to record the calls to each agent. Additionally a call center manager or supervisor can
simultaneously use temporary service observing of an agent to monitor how the agent handles
calls.
The benefit provided by Service Observing with Multiple Observers is exemplified when a call
being recorded and observed simultaneously is conferenced with another call that is also being
recorded. This feature allows the recording of both calls to continue.
Without Service Observing with Multiple Observers, one of the recording associations is
temporarily removed during the duration of the conference because only one service observer,
the recorder in this case, can be observing the same call.

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Service Observing with Multiple Observers interactions

Interaction Description
Agent Assist If the supervisor an agent calls for help via the Assist button is
currently observing the agent, when the supervisor picks up the call
appearance to talk to the agent, the observing call appearance is
dropped. Once the assist is over, the supervisor is no longer
observing the agent.
Conference Tone A second service observer added to a call does not have any effect
on the current Conference Tone operation. If the second service
observer drops or is dropped from the call, the tone is continued
only if there are more than two parties left on the call.
Malicious Call Trace If an incoming PRI trunk call with the MCT feature activated has
been routed to an agent being monitored or on a conference call,
the two observers are included in the MCT reporting for this call.
No-Hold Conference No-hold call conference works the same way with two observers
as it does when one observer monitors a call.
QSIG Path If the QSIG Path Replacement operation takes place when multiple
Replacement observers are either monitoring the call-legs at the originating
Avaya communication server or are merged together when the
path replacement takes place, the total number of observers left on
the call will not exceed two observers.
Service Observing of The Multiple Observers with Service Observing feature allows only
VDNs one VDN observer on a call in vector processing. If a service-
observing route-to number < FAC> vector step associated with the
VDN is currently being observed by a VDN observer, a second
observer can be added to the call only if the second observer is a
station observer or a login ID observer.

Universal Call ID
Universal Call ID (UCID) is a unique tag that Communication Manager assigns to a call. UCID
is an 8-byte data element that displays as a 20-character number. Communication Manager
that is configured to create UCIDs assigns one UCID to every call, not just to ACD calls.
With UCID, you can track calls across multiple Communication Manager and Voice Response
Units (VRUs). Call centers use UCID to track call history since UCID can uniquely identify every
call in a network of any size. For example, you can combine data from many locations and
print reports to track a call throughout the life of the call.

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In simple call scenarios, the tag stays with that call within a network that is based on
communication servers connected by ISDN or SIP trunks. In complex call scenarios, the tag
often merges with other tags.

Note:
The UCID data element is universal because it does not just identify a call on one particular
communication server; a UCID uniquely identifies a call across a network of communication
servers.

How does UCID work?

For every new call that comes into or is originated by the communication server or an IVR
product, the product creates a UCID. Depending on the call scenario, the UCID will either
remain unique to that call or merge with other UCIDs.

What creates UCIDs?

Both the communication server and the IVR system can create UCIDs once the capability has
been enabled. In other words, neither product automatically creates UCIDs until the feature is
enabled.

When are UCIDs created?

Once the communication server or the IVR system is administered to create UCIDs, these
products assign a UCID to each call. For incoming calls over ISDN or SIP trunks, the
communication server determines whether or not the call already has a UCID. If so, the
communication server preserves the existing UCID and does not create a new one. If the call
does not have a UCID, the communication server creates one when call processing begins.For
incoming calls over trunks other than ISDN or SIP, the communication server does not create
a UCID for the call because these trunks do not support the transmission of UCID.
For outgoing calls, the communication server creates a UCID when the caller goes off-hook.

How are UCIDs transmitted?

How communication servers transmit UCIDs depends on the sending and receiving
equipment. The following table summarizes UCID transmission features.

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Sender Receiver Connection UCID contained in

Switch Switch ISDN (BRI or PRI) trunks Codeset 0 Facility IE as
using QSIG service manufacturer specific
protocol. information (MSI) IE.
ISDN (BRI or PRI) trunks codeset 0 shared user-to-user
using Shared UUI service information (UUI) IE.
protocol.
SIP trunks using Shared UUI User-to-User header of an
service protocol. INVITE message.
Switch IVR ASAI Various ASAI messages.
IVR Switch ISDN-PRI Codeset 0 shared UUI IE.
Switch CMS X.25 SETUP5 CMS message.
Switch CTI adjunct ASAI Various ASAI messages.

UCID application requirements

Before you administer UCID, note that UCIDs are successfully transmitted only when all
Communication Manager network components meet the requirements, software and
connections, specified in the table.
Some requirements vary, based on the use of UCID. The following table lists requirements for
different applications of UCID.

Operation Requirement
UCID sent between two Communication ISDN (BRI/PRI) trunks with Shared User-
Manager to-User Information (UUI) or QSIG service
protocol, or SIP trunks with Shared UUI
UCID sent from Communication Manager to ASAI link to the IVR system
the IVR system
Communication Manager receives UCID from ISDN-PRI connection (with shared UUI)
the IVR system between Communication Manager and the
IVR system
Communication Manager sends UCIDs to Ethernet connection from Communication
CMS Manager to CMS
Communication Manager sends UCIDs to a ASAI link to adjunct
CTI Application

To maximize the benefits of UCID, use the updated version of Avaya Communication
Manager.
In the case a Communication Manager network component cannot support UCIDs, administer
the component, that is, trunk group, ASAI connection, or CMS software, to deny sending and
receiving of UCID. For example, if an Avaya Communication Manager is connected to a non-

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Avaya switch, administer the connecting trunk to not send UCID over that trunk for outgoing
calls.

UCID tracking scenarios

The way a network maintains and tracks a UCID depends on the call path. The following
sections describe several call scenarios that illustrate UCID tracking throughout the life cycle
of a call:
• Station-to-station calls
• Incoming Trunk Calls
• Outgoing Trunk Calls
• Simple Transfer or Conference
• Complex Transfer and Conference

Station-to-station calls
This scenario describes what happens when Phone I calls Phone II (both phones are on the
same communication server).
The communication server creates a new UCID (such as UCID a) for any call originated by an
internal station user.

Incoming trunk calls

UCID is assigned to an incoming call.
The communication server does one of the following:
• Receives UCID x information from an incoming call over an ISDN trunk.
• Creates UCID y for incoming calls that do not already have a UCID.
There is one CMS call history record for each incoming call.

Outgoing trunk calls

UCID is associated with the outgoing trunk call from Phone I.
The communication server creates a UCID (such as UCID x) for an outgoing trunk call and
then sends it over an outgoing shared UUI or QSIG ISDN trunk.
The communication server creates a UCID (such as UCID x) for an outgoing trunk call even if
the trunk does not support the transmission of a UCID.

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Simple transfer or conference

This scenario describes a simple transfer or conference call scenario.
When an incoming trunk or station call is received by the station user at Phone I and transferred
to or conferenced with another station user or outside party:
1. The communication server creates a UCID for the incoming call if it needs one.
2. The communication server creates a new UCID for the temporary conference or
transfer portion of the call.
3. The communication server merges the temporary portion of the call with the original
call when the conference or transfer is completed within the communication server.
This is when the overriding UCID (such as UCID a), becomes the UCID for all parties
within the communication server.

Note:
If the outgoing trunk does not support the sending of UCIDs, then the UCID of
the outgoing call at the receiving communication server will be null.
If the call is transferred to another communication server, only the UCID for the transfer (UCID
b) gets passed on. This is because the communication server cannot merge UCIDs if the call
is not completed within the communication server.

Note:
If, during the conference or transfer, the incoming call drops before the operation is complete,
the two UCIDs will not appear to be associated because no merge of the two parts of the
call was done.

Complex conference
The following complex call scenario illustrates when a station user adds an incoming call to an
existing conference.
In this scenario,
1. Phones I, II, and III are in the same conference call with UCID “x”.
2. The person at Phone III receives an incoming call from Phone IV (this call has UCID
“y” associated with it).

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3. The person at Phone III puts the conference call on hold and answers the incoming
call from Phone IV.
4. The person at Phone III decides to add Phone IV into the conference call.
5. The person at Phone III
a. presses the Conference button
b. presses the call appearance button to return to the conference call
c. presses the Conference button again.
This brings the conference call into the call between Phones III and IV.
6. UCID “y” overrides UCID “x” because the communication server views Phone IV as
the primary party in the conference initiated by Step 5.

7. The UCIDs associated with each segment of the complex conference are sent to
CMS if the parties in the call are measured (for this example, if the parties are ACD
agents in a measured split or skill).

Configuration - communication server before the IVR system

The following scenarios describe what happens to UCID information when a call comes in to
the switch before it goes to the IVR system. In this configuration, the IVR system serves as a
Voice-Response Unit (VRU) that controls the routing of incoming ACD calls.

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Note:
This configuration is more common than a call coming in to the IVR system before reaching
the communication server.
This section describes two scenarios:
• Simple call tracking
• The IVR system transfers a call

Simple call tracking

The following call scenario describes when a call comes in to the communication server before
the IVR system.

When the communication server is before the IVR system:

1. The communication server receives an incoming call over an ISDN trunk.
2. The communication server does one of two things:
• If the incoming call has a UCID (such as UCID x), then the communication
server passes it along.
• If the incoming call does not have an associated UCID, the communication
server creates a new one (such as UCID y ).
3. The communication server passes the UCID to an Interactive Voice Response (IVR)
voice system through an ASAI connection (using the activation of split or skill or
VDN event notification by the IVR system.
4. UCID information is sent to the CMS if trunk, VDN(s), and/or split or skill(s) involved
in the call are measured.

An IVR system transfers a call

The following call scenario involves an IVR system behind the communication server
configuration when the IVR system initiates a call transfer after the call is answered by a port
on the IVR system that serves as an ACD agent.

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1. Call is directed to the IVR system VRU port (typically by call vectoring) with UCID
information (UCID x or UCID y).

2. The IVR system determines the call’s destination and transfers the call (using an
ASAI third-party transfer operation).

3. The communication server temporarily creates a new UCID (such as UCID a or

UCID b) for the transfer portion of the call (the original UCID is quickly merged into
the call).

4. The UCIDs of the transfer segment and merged call are returned to the IVR system
in ASAI acknowledgment messages.
5. The communication server sends UCID information to CMS if trunk, VDN(s), and/
or split or skill(s) involved in the call are measured.

Configuration - IVR before the communication server

This scenario illustrates a system configuration where a call comes in to (Interactive Voice
Response (IVR) before reaching the communication server. In this configuration, IVR provides

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voice response services or call screening so that the number of incoming calls to the
communication server is reduced.

Note:
This configuration is less common than the communication server before the IVR
configuration.

When IVR is before the communication server:

1. IVR receives an incoming call with UCID x.

or
IVR creates a new UCID y and associates it with the incoming call (if the call has
no UCID already associated with it).

Note:
For IVR to recognize an incoming UCID (such as UCID x) from an ISDN trunk,
special IVR scripting is required. When IVR receives a call from the public
network, it automatically creates a new UCID because it cannot recognize
whether or not the call already has a UCID.
2. IVR sends UCID to the communication server over an ISDN-PRI trunk.
3. The communication server receives UCID and reuses it for the incoming call.
4. The communication server reports UCID to the CMS if the trunks, VDNs, or splits/
skills associated with the call are measured.

UCID considerations
UCID is tested with several major carriers. To find out if the UCID capabilities work with your
carrier, check with your account team for the latest information. If testing is not done to verify
operation over the public networks involved with the preferred specific configuration, use
private trunking between the nodes until successful testing is complete.

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UCID interactions

Interaction Description
Distributed Communications If you plan to use DCS in a network of Communication
System (DCS) Manager where UCIDs are tracked, you must configure
DCS with ISDN or SIP trunks having the shared UUI
service protocol. Otherwise, calls handled through one
of the DCS features, such as DCS Coverage, do not
retain the UCID initially assigned to the call.
Remote Messaging System For a remote messaging system over DCS, configure the
DCS trunks used to accomplish the remote messaging
system operation as described in Distributed
Communications System to retain the UCID associated
with a call.
Tandem Calls When a tandem call is made through Communication
Manager, you can choose to pass or block the UCID
information through the tandem Communication
Manager. To pass a UCID through a tandem
Communication Manager, configure both the incoming
and outgoing trunks at the tandem Communication
Manager to handle UCIDs. For proper private and public
network information forwarding administration, see
“Information Forwarding”.

VDN of Origin Announcement

VDN of Origin Announcement (VOA) provides agents with a short message, no longer than
1.2 seconds in duration, about the city of origin of the caller or the requested service based on
the VDN used to process the call. Use VOA messages to help agents to respond appropriately
to callers. For example, if you have two toll-free numbers, one for placing orders and one for
technical support, you can administer two unique VDNs to route calls to the same set of agents.
When an incoming call is routed to a VDN with a VOA assigned (for example, new order or
tech help), the VDN routes the call to a vector, which can place the call in an agent queue. The
agent hears the VOA message when answering a call, and can respond appropriately to the
caller’s request.
The agent cannot hear the caller while the VOA message is playing. The caller is not connected
to the agent until after the message completes and cannot hear the message or the agent
during the message. The caller hears ringback while the agent is listening to the VOA.

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Agents logged in at multiline telephones see the call-appearance button for an incoming call
flash until after the VOA completes. An agent can press the flashing call-appearance button
to stop the VOA.
To repeat the VOA, an agent presses the VOA Repeat button. The VOA Repeat button lamp
lights during the VOA. The VOA Repeat button lamp remains lit if the repeat request is queued.
If an agent presses the VOA Repeat button while the lamp is lit, the VOA is stopped. If an agent
presses the VOA Repeat button but there is no VOA or the system cannot play the VOA within
three seconds, the lamp flutters.
You assign VOAs for each VDN. However, the VOA applies to a COR, so you must administer
a COR for agents who will receive VOAs.
You can set up VOAs in four ways:
• Agents can hear a unique announcement based on the dialed number identification
service (DNIS) received from the service office or carrier communication server. Assign
each DNIS as the VDN of a vector. Set up the VOA to announce the services associated
with the DNIS.

Note:
The announcement associated with the current VDN only plays if the VDN Override for
the previous VDN is set to y. If VDN Override for the previous VDN is set to n, the VOA
associated with that VDN plays.
• Use vector steps, an integrated prompting, or converse-on step to route calls to a VDN.
Set up the VOA to announce the service the caller requested or to announce a condition
that caused the call to route-to the VDN.
• You can route calls to a voice response system, directly or through a vector. Use voice
prompting to direct the caller to enter a touchtone response, and route the call to a specific
VDN based on the caller’s response. Set up the VOA to indicate the service the caller
selected.
• If agents require a caller’s city of origin, assign the trunk group to a particular VDN. Set
up the VOA to provide the location of the origin of the trunk group. Subsequent VDNs can
be used to handle the call, or multiple VDNs can be assigned to a single vector.

Note:
VDN Override applies to VOA in the same way that VDN Override applies to display
information. If a VDN with a VOA has VDN Override enabled, the system overrides the
original VOA with VOAs in subsequent VDNs to which the call is routed.

VOA considerations
• Keep messages brief, no more than 1.5 seconds in length, since callers are kept waiting
while a VOA plays. Agents must use a speakerphone or headset, so agents do not miss

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the VOA. If agents cannot use a speakerphone or headset, administer phones with a VOA
Repeat button.
• If you have multiple announcement boards, you must place shorter VOAs on one board
and longer recorded announcements on the other to prevent delay in the delivery of VOAs.
If you have only one announcement board, place VOAs on the integrated board and install
an auxiliary announcement device for longer announcements.
• Agents must be on the same communication server as the VOA.
• A VOA can be assigned to multiple VDNs, but a VDN can have only one VOA.
• If you use the TN750 circuit board for integrated announcements, the system maintains
a separate logical queue for VOAs. If the VOA cannot be delivered to the agent within 1
second because of traffic or inoperative equipment, the system does not provide the
announcement. VOAs are higher priority than other announcements on the TN750. A
burst of VOAs can delay other announcements. Therefore, record non-VOAs as auxiliary
or analog.
• Auxiliary announcements are connected for a duration of 1 to 2 seconds on a barge-in
basis, immediately after the agent answers, or is assigned the call for auto-answer, and
the incoming call is extended to the agent. Integrated and non-barge-in auxiliary
announcements are connected for the duration of the announcement. The communication
server does not ensure that the integrated announcement is shorter than the allowed
playback time.
• VOA supports Auxiliary Trunks (aux-trunk) with barge-in, queue, or without queue. For
aux-trunk with or without queue, when the trunk is idle, a VDN call seizes the trunk to start
the VOA and the system plays the entire announcement, not just 1 to 2 seconds. However,
if the announcement is busy and if aux-trunk has barge-in, the call does not queue but
bridges onto the announcement for 1 to 2 seconds. When the VOA completes, the trunk
is released along with the listeners, and the next call requiring the VOA starts the process
over again. For this reason, your aux-trunk announcements must consist of one short
announcement that repeats during the full announcement time. For example, you can
record “New Order” as many times as possible, so that when a call bridges to the
announcement, the agent hears “New Order” no matter where the agent bridges into the
announcement.
• If you use aux-trunk or integrated announcement without queue and a port is busy when
a VDN call comes in, the system does not play an announcement. If you use aux-trunk
or integrated announcement with queue, the system plays the current announcement for
an agent and connects the next agent in the queue.

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VOA interactions

Interaction Description
Agent Call Handling - Includes the following interactions:
Automatic Answer
• ACD agents at phones in the Automatic Answer mode hear a
zip tone before the VOA. You can administer a zip tone after
the VOA completes to alert agents that an announcement is
complete and a caller is connected.
• Non ACD agents can receive a VOA if a call is routed to the
agents by vector processing. When non ACD agents at phones
in the Automatic Answer mode receive calls, the agents hear a
call ID tone before the VOA. Agents hear a second zip tone
after the VOA indicating connection to the caller.

Agent Call Handling - When non ACD agents at phones in the Manual Answer mode
Manual Answer receive calls, the agents hear ringing, answer the call, and hear
the VOA.
ASAI Adjunct Routing If a vector step includes Adjunct Routing, the VOA is played for
the agent to whom the call is routed.
Auto-Available Split/Skill AAS is intended to be used for splits or skills containing only
(AAS) nonhuman adjuncts such as a voice messaging system or an IVR
system. However, VOAs can be directed to AAS.
Call Forwarding VOAs apply to forwarded calls, including those forwarded to a
hunt group. The answering station must be on the same
Communication Manager. If a VOA is forwarded, the message is
played only if the destination extension is administered with a
COR that allows VOA.
Call Pickup Call Pickup allows an agent to pick up a ringing call on another
extension. If the pick up extension has COR permissions for
VOA, the agent can receive a VOA.
Conference If an agent receives a call and then conferences in additional
stations, any station on the connection can use VOA Repeat
button to replay the VOA. Only the person using the button can
hear the VOA unless the call is being service observed.
Converse-on split or skill A converse-on split or skill is one used in a converse-on
vector step. When a converse-on vector step is executed, a
VOA is not applied. After returning to the vector, the call can be
routed to a station or VDN where the answering agent receives
the VOA as if the converse-on step had not been
processed.
Coverage VOA applies to coverage paths.

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Interaction Description
Data Restriction Data Restriction prevents tones from being applied to line or trunk
circuits during a data call. VOAs are not played for data-restricted
calls.
Direct Agent Calling Direct Agent Calling (DAC) allows a vector to route a call to
particular ACD agent and have the call treated as an ACD call.
The VOA only applies to direct agent calls if the calls reach an
agent through vector processing. Direct agent calls from a phone
on a communication server are not vector-processed and cannot
cause a VOA to be played.
Enhanced Automatic If you are using enhancements to Automatic Wake-up with
Wake-up integrated announcements, there can be contention for
integrated announcement ports. VOAs have priority over
Automatic Wake-Up announcements.
EAS When you are using Expert Agent Selection (EAS), the logical
agent COR definition determines the assignment of VOAs for
each extension. EAS uses the COR of the logical agent instead
of the COR for the telephone the agent is using.
Hold Agents cannot use the VOA Repeat button if their calls are all on
hold. The VOA Repeat button only applies to active calls.
Home Agent You can assign an initial VOA to a home-agent port on the
communication server. However, home agents cannot use a VOA
Repeat button because home agents need a dial access code
(DAC) to reach features and VOA replay does not use a DAC.
Hunt Groups VOAs apply to calls routed to a hunt group. The COR for the
answering station’s extension determines whether the station
can receive a VOA.
Look-Ahead Interflow VOAs apply only to the communication server where the VDN is
defined. If a call interflows to another communication server, the
VOA is lost. You can have the interflow to another communication
server access a VDN with the same VOA message as on the
original communication server.
Redirection on No If a call re-queues to a split or skill because the RONA timer
Answer (RONA) expired, the VOA applies to the call when an agent answers the
call.
Service Observing The system handles Service Observing calls as conference
connections. If the observer presses the VOA Repeat button only
the observer hears the announcement. However, if another party
on the call presses the VOA Repeat button, the user and the
observer hear the VOA.
Supervisor Assist If an agent requests supervisor assistance and conferences the
supervisor into a call, either the agent or the supervisor can use
their VOA Repeat button to replay the VOA, but only the person
who presses the button hears the VOA.

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Interaction Description
Transfers If an agent receives a VDN call and transfers the call, the
answering party can use the VOA Repeat button to replay the
message.
VOA distribution If you use long VOAs or multiple VOAs, there can be a delay
between the zip tone and the announcement. Communication
Manager provides multiple announcement circuit packs to help
prevent announcement delays. Contact your Avaya
representative for more information.

VDN Time Zone Offset

Reason to use VDN Time Zone Offset

If you have identical opening and closing times in different locations, you can use a single
vector to handle the opening and closing time checks using VDN Time-Zone Offset in a manner
similar to skill preferences. This simplifies programming and allows sharing of vectors. For
example, you can use 9 to 5 as the time in all vectors without converting to the local time
reflected on each Communication Manager clock.

Operation
Call Vectoring TOD goto step vector conditionals are calculated based on the main server
system clock local time. The main server system clock uses the local server rules for the date,
day, year, time-zone, and DST. The default setting for DST is for the main location (location 1)
with the Multiple Locations feature active.
Using VDN Time-Zone Offset, you can modify the time used for the Time of Day (TOD)
conditional calculation based on the active VDN for the call. You can base the TOD values on
the local time relative to the VDN where the calls are directed. In addition, if you apply the offset
on a VDN basis, you can apply common call flows using the same vector for calls to different
VDNs whose application requires the TOD conditional calculations based on different time
zones.

Example of VDN Time Zone Offset

In this example, a call center company has locations in London, New York, and Denver. The
server is located in London and the gateways are located in London, New York, and Denver.
All of the locations share the same opening and closing times. Opening time is 9:00 a.m. and

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closing time is 5:00 p.m. Calls routed to each of the locations are given a separate VDN, each
dedicated to routing calls to that location. The company wants to program one vector to handle
each of the locations, including the opening and closing time checks. The company can do this
by using the VDN Time Zone Offset feature along with skill preferences. The company uses
EAS and the system Communication Manager clock is set to GMT.
Assuming Daylight Saving Time is not active, the tod conditional check done in step 2 for calls
to VDN1 is based on the server local time in London England, that is, the Greenwich Mean
Time (GMT). For calls to VDN2, the time used is the server local time GMT-5 hours or Eastern
Standard Time. For calls to VDN3 the time used is GMT-7 hours or Mountain Standard
Time.
The VDN assignments are described in the following table.

VDN Location Extension Time zone Skill preference

number offset
VDN1 London 10001 +00:00 Ist = 51
VDN2 New York 10002 -5:00 Ist = 60
VDN3 Denver 10003 -7:00 Ist = 75

Each of the following VDNs are assigned to vector 201:

1. wait-time 0 secs hearing ringback
2. goto step 7 if time-of-day is all 17:00 to all 09:00
3. queue-to skill 1st pri 1
4. announcement 30002 [“All our agents are busy. Please wait.”]
5. wait-time 60 secs hearing music
6. goto step 4 unconditionally
7. disconnect after announcement 30003 [“Our hours are between 9 a.m. and 5 p.m.
Please call back.”]

VDN Time Zone Offset interactions

VDN Time Zone Offset interacts with other features as follows:
• VDN Time Zone Offset does not apply to time calculations associated with the doy, dow
and tod Variables in Vectors variable types. The variable types use the server local
time.
• The VDN Time Zone Offset used is the one assigned to the active VDN for the call. The
active VDN follows the VDN Override rules.
• The LSP and ESS servers must be synchronized with the main server system time. This
ensures that if a switch over occurs to the survivability server, VDN offset is applied

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 Voice Response Integration

consistently when the vector TOD conditional steps are being processed by the
survivability server.

Voice Response Integration

About VRI
Voice Response Integration (VRI) integrates Call Vectoring with the capabilities of Voice
Response Units (VRUs). You can perform the following tasks:
• Run a VRU script while retaining control of a call in vector processing.
• Run a VRU script while a call is queued, retaining the position of the call in the queue.
• Pool IVR ports for multiple applications.
• Use a VRU as a flexible external-announcement device.
• Pass data between the system and a VRU.
• Tandem VRU data through a communication server to an ASAI host.
The converse-on command, which is part of Basic Call Vectoring, provides these
capabilities. Use a converse-on call-vector step to integrate a VRU with ACD. With VRI, you
can use the VRU capabilities while controlling a call in ACD.
Include VRUs with vector processing to take advantage of the following:
• Access to local and host databases
• Validation of caller information
• Text-to-speech capabilities
• Speech recognition
• Increased recorded announcement capacity
• Audiotex applications
• Interactive Voice Response (IVR) applications
• Transaction-processing applications
VRI allows users to make productive use of queueing time. For example, while a call is queued,
a caller can listen to product information using an audiotex application or can complete an IVR
transaction. The caller’s questions can also be resolved while the call is queued, which helps
reduce queueing time for other callers during peak times.

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VRI detailed description

A call queued to a split or skill retains position in the queue while a VRU script is being run.
When an agent becomes available, the line to the VRU is dropped and the caller connects to
the agent.
The converse-on command delivers a call to a predetermined converse split or skill. A
converse split or skill is administered and operates exactly like other splits or skills. Non
converse splits or skills are accessed by the queue-to and check vector steps.

Members of a converse split or skill are the ports connected to the VRU. If all VRU ports are
busy, a call queues to the converse split or skill with the administered priority. After the VRU
answers the call, the converse-on command passes up to 2 data items to the VRU,
depending on command parameters specified. You can pass data required by a VRU script or
data that selects the VRU script to be run.
Whether or not you pass data, a caller is connected to the VRU, which runs the VRU script.
Audible feedback provided by the vector is not heard and no further vector steps are run until
the VRU script completes. The VRU returns data to the system and then drops the line to the
system. Vector processing continues at the step following the converse-on command.

If the call was queued to a non converse split or skill before the converse-on command was
run, the call retains the queue position. If an agent becomes available while the VRU script
runs, the system drops the line to the VRU and connects the caller to the agent. The VRU
detects the disconnect and terminates the VRU script.
With Call Prompting, you can collect and use digits that the VRU returns. The digits are handled
as dial-ahead digits. Rules for collecting and processing VRU digits are the same as for Call
Prompting.
You can use digits returned from the VRU in the following ways:
• To display for the answering agent, automatically for 2-line displays or with the callr-info
button for other displays.
• As an extension in a route-to digits vector step. For example:
converse-on split. . . . (VRU returns 4 digits)
collect 4 digits after announcement none
route-to digits coverage y
• For vector-conditional branching in an if digits equals vector step. For example:
converse-on split . . . (VRU returns 1 digit)
collect 1 digit after announcement none
goto vector 101 if digits = 1

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goto vector 102 if digits = 2

goto vector 103 if unconditionally
• Tandem to an ASAI host - collected digits are passed to ASAI hosts in call offered to
domain event reports and in route request messages, therefore, caller digits or database
information returned from the VRU can be sent tandem through the system to ASAI hosts.
For example:
converse-on split ... (VRU returns 9 digits)
collect 9 digits after announcement none
adjunct route link Y
In this vector, the digits returned from the VRU are forwarded to the ASAI host in the adjunct
routing route request message.
When you use a VRU application that returns data for a collect-digits step, the
opportunity for toll fraud exists when the VRU application does not return any data. Following
are some guidelines:
• If the collected digits are used to route calls internally, ensure that the COR for the VDN
does not allow calls to route externally.
• If the collected digits are used to route calls externally, use a password to verify that the
collected digits have been passed by the VRU application. For example, in the following
vector, the VRU application returns a 3-digit password followed by the 8-digit external
number. The vector routes calls without the correct password to a vector 23.
converse-on split 10 pri m passing none and none (VRU returns 11 digits)
collect 3 digits after announcement none
goto vector 23 if digits <> 234
collect 8 digits after announcement none
route-to digits with coverage n

VRI interactions
Converse splits interact like other vector-controlled splits unless noted here.

Interaction Description
ASAI When a converse-on vector step places a call to an
ASAI-monitored domain, ASAI event messages are sent
over the ASAI link. When a converse-on step places
an ASAI-monitored call, the ALERT message sent to the
ASAI adjunct includes a cause IE, Coding Standard 3 value
23 (CS3/23), which informs the adjunct that the call has not
been dequeued from any non converse splits.
If a converse-on step is run while an adjunct routing
request is outstanding, the request is canceled.

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Interaction Description
ASAI cannot transfer or conference calls, but can direct the
system to do this.
Agents You can use a converse-on step to deliver a call to a
group of human agents. To agents, the call looks like an
ACD call, except that agents cannot use certain features
such as Transfer, Conference, and Supervisor Assist.
The agent can return data to vector processing by pushing
the transfer button or flash hook on analog and dialing the
converse-on data return code and required digits.
Answer Supervision Answer supervision is returned only once during a call. If a
call is answered because of a converse-on step, answer
supervision is sent if it hasn’t previously been sent. If digits
are passed to the VRU, answer supervision is sent after
digits are sent.
AUDIX If a converse-on step calls AUDIX, the call is handled
as a direct call to AUDIX. The caller hears the AUDIX
welcome message and can retrieve messages as usual.
If a call is forwarded to a VDN and then delivered to an
AUDIX hunt group by a converse-on step, the call to
AUDIX is treated as a redirected call, and the caller can
leave a message.
Auto-Available Split/Skill A converse-on vector step can place a call to an AAS.
(AAS) Use auto-available converse splits or skills for VRI except
when ASAI controls the converse split or skill.
Automatic Answering When you administer ports on the IVR system as agents of
a converse split or skill, do not administer agents as
automatic answer. The system-provided zip tone can
interfere with the interaction between the IVR system and
the calling party.
BCMS/CMS BCMS tracks calls that a converse-on step places to a
BCMS-measured hunt group. CMS tracks calls that a
converse-on step places to a CMS-measured hunt
group, split, or skill.
The VDN tracks such calls as waiting in the vector. A call
is treated as answered when answered by a non converse
split or skill agent, not when answered by a converse split
or skill agent. The converse split or skill tracks this as a
separate answered call when the VRU answers. Though
trunk and split or skill totals no longer match, VDN and trunk
totals match.
Call Detail Recording The duration of a call to a VDN is recorded from when
answer supervision is returned after a successful
converse-on step. Unsuccessful converse-on
steps do not generate ineffective call-attempt records.

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Interaction Description
Converse-on steps cannot place calls. The steps simply
direct a call to a hunt group.
Call Park Calls that a converse-on step placed cannot be
parked.
Call Pickup Do not use Call Pickup with converse-on steps.

Class of Restriction The system does not check CORs when a converse-on
vector step routes a call to a split.
Conference You cannot conference a call routed by a converse-on
step.
Direct Department Calling You can administer a converse split or skill as a DDC split
or skill.
Distributed Communications If an incoming DCS call is placed to a vector with a
System converse-on step, the caller DCS extension is sent to
the VRU.
Expert Agent Selection Converse-on steps can place calls to a skill hunt
group.
Hold An agent answering a converse call can put the call on
hold, but the caller does not hear music on hold. If a call is
queued to a backup split or skill before it was sent to the
VRU and a non converse split or skill agent answers the
call on hold, the agent who placed the call on hold is
dropped, and the caller connects to the answering agent.
Hold - Automatic Automatic hold applies to converse-on calls.

Hunt Groups
A converse-on step can deliver a call to a vector-controlled or AUDIX hunt group, ACD split,
agent skill, or message center.

Interaction Description
ISDN You can administer a converse-on step to send a caller
CPN/BN to the IVR system using the caller keyword.
Intra-switch CDR If a converse-on call is answered and either the caller or
the VDN associated with the call is administered for intra-
switch recording, timing for the call is started and the CDR
record shows “calling party to VDN” as the originating and
answering parties.
Line-side T1 Connectivity T1 connectivity between Communication Manager and the
IVR system is supported for VRI. The DS1 board must be
a TN767E or later, or TN464F or later. Administer all
converse agents as DS1FD-type stations. Operation of the
converse step using Line-side T1 is identical to that over a

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Interaction Description
tip/ring line. In particular, delay-timing and outpulsing
speed is the same as for analog lines. T1 connectivity to
the IVR system is supported only in the United States and
Canada.
Look-Ahead Interflow If an incoming call or a call routed by a converse-on vector
step is answered by a VRU, or is queued to the converse
split or skill while a Look-Ahead Interflow call attempt is
outstanding, the attempt is accepted.
Message Center Converse-on steps can deliver calls to message hunt
groups. Such calls are handled as direct calls to the
message hunt group.
If a call is forwarded to a VDN and a converse-on step
delivers the call to a message split, the call is handled as
a redirected call.
A converse-on step can queue a call to three different
skills and then to a converse skill group or split.
Music-on-Hold During the data return phase of a converse-on step, the
caller is placed on hold, but does not hear music.
Non Vector-Controlled Splits A converse-on step cannot route a call to a non vector-
controlled split.
Queueing Converse-on calls queue when delivered to busy hunt
groups. Call Vectoring audible feedback is not
disconnected while a converse-on call is queued.
If a converse-on step is run while a call is queued to a
non-converse split or skill, the call remains in queue, even
after being answered by the VRU.
Converse-on steps can queue calls at one of four
priority levels: low, medium, high or top. You administer the
queue priority of a call on the converse-on step.

R2-MFC Signaling R2-MFC signaling trunks can send ANI to VRUs using the
ani data item on the converse-on step.

Recorded Announcement Use VRI to increase the system recorded announcement

capacity by offloading some recorded announcements to a
VRU. Using the converse-on step, redirect callers to a
group of VRU ports by passing the number of the
announcement to be played. The IVR system can play any
announcement on any port.
Although only one caller can be connected to each port, up
to 48 callers can be connected simultaneously to the IVR
system. The maximum number of callers that can be
connected to a VRU simultaneously varies with each
VRU.

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Interaction Description
RONA If a converse-on step calls a hunt group with “no
answer timeout” administered and the call rings an agent
or port for longer than the timeout interval, the call redirects
and the agent or port is put in the Aux work mode or logged
out if the agent is an AAS member.
With RONA, the call is requeued to the split or skill. The call
cannot requeue to the split or skill if it is an AAS with all
agents logged out or if the queue is full. If the call cannot
be requeued, the converse-on step fails, a vector event
is logged, and processing restarts at the next vector step.
Service Observing Calls delivered by a converse-on step can be
observed. To prevent the observer from hearing tones
associated with data being sent to the VRU, the observer
is not connected to the call until after data is passed. If the
VRU returns data, the observer is put in service-observing-
pending mode and the caller is put on hold while the data
is sent. When the converse-on session ends and the VRU
drops the line, the observer remains in service-observing-
pending mode and waits for the next call.
In addition, the observer observing a VDN does not hear
data being sent. After data is sent, the observer rejoins the
call.
Do not administer a service observing warning tone
because the warning tone can interfere with the interaction
between the IVR system and the caller.
System Measurements System measurements track converse-on calls to hunt
groups.
Touch-Tone Dialing A caller can use touch-tone dialing while digits are passed
in a converse-on session. The data is not corrupted. The
system does not collect the dialed numbers as dial-ahead
digits.
After the system sends digits to the IVR system, a caller
can enter touch-tone digits at the IVR prompt. After the IVR
system has returned data to the system and an additional
collect <#> digits vector step is run, a caller can enter a
touch-tone response to a system prompt.
Transfer A call delivered by a converse-on step cannot be
transferred.
If an attempt to transfer a converse-on call is made, a
vector event is logged, the line to the IVR system is
dropped, and processing restarts at the next vector step.
If a human agent tries to transfer a call, the transfer fails
and the agent reconnects to the call.
Transfer Out of AUDIX If a converse-on step delivers a call to an AUDIX hunt
group and the caller tries to transfer out of AUDIX, the

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Interaction Description
transfer fails and processing continues at the next vector
step.
Uniform Call Distribution You can administer a converse split or skill as a UCD split
(UCD) or skill.
VDN Display Override If a call that accesses multiple VDNs encounters a
converse-on step that passes VDN, normal display
override rules determine which VDN number is sent to the
VRU.
Vector-Controlled Splits or Converse-on steps can deliver calls only to skills or
Skills vector-controlled splits.

VuStats
With VuStats, agents, supervisors, call center managers, and other users can press a button
and view statistics for agents, splits or skills, VDNs, and trunk groups.
The statistics reflect information collected during the current BCMS interval, since the agent
logged in, since the day began, or historical data accumulated over an administered number
of intervals. The information is limited to 40 characters displayed at a time. VuStats can display
information on demand or update it periodically.
With VuStats, anyone with a phone that has a digital display can view the BCMS statistics,
which are otherwise available only on BCMS reports or management terminals. Agents can
monitor their performance and supervisors can use the statistics to manage splits or skills.

Note:
Although VuStats can run with either BCMS or CMS set to y, neither is required.

The following figure illustrates a CallMaster® with a VuStats display.

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VuStats forms and fields

The following forms and fields determine information that VuStats displays.
Forms that determine what information appears on the VuStats display

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ACD features

Data type
Data type defines what data is displayed for an object type. For example, for an agent object
type, VuStats can display information agents are interested in, such as the total number of calls
the agent has answered since login, the average time the agent has spent on ACD calls, the
number of agents available to receive calls for a split or skill, and the percent of calls within
the acceptable service level.
For split or skill object types, VuStats can display split or skill description and performance
information, such as average speed of answer, number of calls waiting, and agent work states.
VuStats can also display an objective, acceptable service level, or percent of calls answered
within the acceptable service level for a split or skill.
For more information, see the data types tables in ACD Call Center screens.

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Period
VuStats can show statistics that have accumulated for the day, or for an administered number
of intervals. For example, if you administer VuStats to display the number of ACD calls for the
past 4 completed intervals, it displays the number of ACD calls received in the past 2 hours
(1/2-hour intervals) or 4 hours (1-hour intervals) plus those completed during the current
interval. Using historical data can affect processor occupancy, depending upon the number of
active users, their update rates, and the number of historical data types.
With agent or agent-extension object types, shift data is available for the number of ACD calls
answered, the average ACD talk time, and AUX work mode time by reason code for an agent.
You can clear shift data at midnight or the next time an agent logs in.

Threshold
Many data types can be administered with a threshold comparator and value. When the
condition defined by the threshold is true, and the data type is shown on the display, the VuStats
button lamp flashes. For example, suppose a format is created in which the oldest call waiting
data type is administered with a threshold of >= (greater than or equal to) five minutes.
Whenever that VuStats format is displayed, if the oldest call in queue has been waiting for five
minutes or longer, the VuStats lamp flashes on the phone. Each time the display updates, the
threshold is checked for each data type being displayed.

Format description
Use Format Description to create labels on the display to identify data. For example, in the
example figure CallMaster with VuStats display, AUX= identifies the data type “split-agents-in-
aux-all” (that is, the number of agents currently in Aux work mode for a specified split or skill).
Text appears on the display exactly as you enter it in the field. Text is optional.
Because of the 40-character limit, use abbreviations when possible. For example, use S= to
indicate split number.

Display linking
Link display formats to increase the amount of information users can view. For example, link
a display of information for an agent’s first split or skill to a display of information for the agent’s
second split or skill. Or, link a display of information about the work states of all agents on a
split or skill linked to another display of information about calls waiting, number of calls
abandoned, or oldest call waiting for the split or skill.
If you use display linking, assign a Next button on agent phones.

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How the information looks

The following fields on the VuStats Display screen determine how information looks on the
VuStats display.

VuStats statistics appear on the second line of 2-line DCP telephone displays or on the first
line of 1-line DCP telephones and all BRI telephones. On telephones with 2 x 24 displays, the
display automatically wraps to the second line of the display. When VuStats is activated, it
overwrites and cancels any display feature on the second line of a 2-line display and on the
first line of a 1-line display.
You define the following format information on the VuStats Display Format screen:
• Labels for data types and the amount of space reserved for data
• Order in which data types appear on the display
• Format for time-related data types
• Display links

When the information updates

The following forms and fields determine when VuStats displays update.

Screen Field
Feature-Related Systems-Parameters BCMS/VuStats Measurement Interval
VuStats Display Format • Update Interval
• On Change
• Display Interval
• On Change
• Display Interval

Most display features that use the second line of a 2-line display or the first line of a 1-line
display overwrite and cancel VuStats. Reason codes and Call Work codes only suspend
VuStats; when the prompt is removed, the VuStats display reappears.
Agents press the normal (exit) button to clear the VuStats display.

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Administer VuStats to display information until agents press the normal button or another
operation overwrites the VuStats display, or administer VuStats to display for an interval of 5,
10, 15, or 30 seconds.
You can also administer VuStats to update displayed statistics every 10, 20, 30, 60 or 120
seconds or every time an agent changes work mode or a BCMS Measurement Interval is
completed, or not update at all.

VuStats considerations
Some VuStats data is accumulated for a login session of an agent. The shift data clears either
at midnight or the next time the agent logs in depending on how the system is administered.
If the data clears at login and agents log out to go to lunch, the system clears the accumulated
data when the agents log back in after lunch.
To accumulate the statistics for a day, agents and supervisors must keep a running total of all
the login sessions. You can use historical data instead and require agents to enter the Aux
work mode when agents are temporarily unavailable, or administer the system to clear shift
data at midnight.

VuStats interactions

Interaction Description
BCMS You must have BCMS activated to receive
BCMS reports. VuStats displays data
collected by BCMS, but BCMS need not be
enabled for you to use VuStats.
Call Prompting When Call Prompting digits are displayed,
VuStats is canceled. When an agent
reactivates VuStats, the VuStats display
overwrites the Call Prompting display.
Call Work Codes (CWC) The CWC-display prompt suspends VuStats,
so when the CWC prompt is removed, the
VuStats display reappears.
If VuStats is activated while a CWC is being
entered (that is, the pound (#) sign is not yet
dialed), the CWC display is overwritten. The
CWC must be reentered.
Change skills An agent changing skills automatically
cancels VuStats. Display of the new skills
overwrites the VuStats display. When the
agent reactivates VuStats, the VuStats
display overwrites the new skills display.

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Interaction Description
CMS: Moving an agent from one split or skill to
another does not affect the ID assigned to the
vu-display button.
If an agent is moved from one split or skill to
another, the system does not associate
VuStats buttons from the agent’s previous
split or skill to the new split or skill. Therefore
if you must frequently move agents between
splits/skills, do not associate agents’ VuStats
buttons with a specific split or skill. Instead,
associate the VuStats button with the agent
format (without an ID) on each agent’s phone
and use a split or skill reference to view the
agent’s split or skill.
EAS-PHD When you have EAS-PHD enabled, VuStats
can provide statistical data for all twenty
skills. However, agent statistics by skill
(agent or agent-extension object types) are
available only for the current interval or for
the shift-acd-calls and shift-average-acd-
talk-time data types.
Integrated Directory If an agent activates Integrated Directory,
VuStats is automatically cancelled. The
Integrated Directory display overwrites the
VuStats display and the VuStats button
extinguishes. When VuStats is reactivated,
the VuStats display overwrites the Integrated
Directory display.
Queue-Status Indications The queue-status button display
automatically cancels VuStats. When
VuStats is reactivated, the VuStats display
overwrites the queue-status display.
Reason Codes Using certain VuStats data types, you can
report real-time and historical AUX work
mode time by reason code or AUX work
mode time summed for each reason code.
The reason codes display prompt suspends
VuStats; when the reason codes prompt is
removed, the VuStats display reappears.
Service Observing On telephones with a 1-line display, the
Service Observing button display
automatically cancels VuStats. When
VuStats is reactivated, the VuStats display
overwrites the Service Observing display.

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 VuStats

VuStats display interactions and modifications for IP telephones

If you have Communication Manager Release 4.0 or later and are using a 4610, 4620, 4621,
4622, 9620, 9630, or 9650 type IP telephone:
• Incoming calls are displayed on the incoming call display line (second from top), and the
top information display line continues to display the VuStats after a slight flicker.
• For outgoing calls, the top VuStats display line is suspended when the agent originates
an outgoing call. The digits dialed are echoed on the associated incoming call display
line. When the call is being made, the VuStats appear again on the top line after a slight
flicker.
Other single-display-line sets (including the 2400 series) still function in the same way.
The VuStats and incoming call information displays on these types of telephones are depicted
in the following diagram of a 4622 telephone display.

With certain VuStats formats, the VuStats display line cannot be viewed during agent login or
logout, during any other Feature Access Code operation, or during an off- and on-hook
sequence (such as a misdialed number). In these cases, the VuStats display line is restored
on the next successful received or placed call or when the agent presses the VuStats button.
As is normal with single-display-line sets, deactivate VuStats to see the Caller-Info (collected
digits) display.

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Zip tone burst for CallMaster® endpoints

With CallMaster® phones, you can use a single burst auto-answer zip tone for calls to ACD
agents instead of the default of double bursts. In the Zip Tone Burst for Callmaster
Endpoints field on page 13 of the Feature-Related System Parameters screen, apply only
one burst auto-answer zip tone for calls to ACD agents with CallMaster ® phones instead of two
bursts. Set the field to y to eliminate the second burst of zip tone and reduce the time taken
by the agent to start a conversation with the caller. This field applies for:
• ACD calls with the station or agent ID auto-answer option set to acd.
• The ICI tweedle-dee tone applied for auto-answer non ACD calls with the field setting as
all.

Note:
Use the single burst auto-answer zip tone only when the agent always hears enough of the
single burst auto-answer to recognize that a call is being delivered. The default entry is
double to retain the existing double burst operations while the single entry reduces the
zip tone to a single burst.

Valid field entries Action

double Retains the existing operation which applies two bursts of zip tone
for auto-answer ACD calls and two burst of ICI tweedle-dee tone
for non ACD auto-answer calls to ACD agents when the station set
type is one of the CallMaster® series.
single Eliminates the second burst of zip or ICI tone reducing time for
agent to start a conversation with the caller and the possibility of
the agent and the caller hearing an open mike background noise
between the first and second tones. Use with a CallMaster® station
type when the agent can always hear enough of the single burst
auto-answer to recognize that a call is being delivered.

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Chapter 5: Call Vectoring features

Call Vectoring involves processing of incoming and internal calls as per a programmed set of commands.
The commands, called vector commands, determine the type of processing for calls. For example, vector
commands can direct calls to on-premise or off-premise destinations, hunt groups, splits or skills, or to
specific call treatments such as an announcement, forced disconnect, forced busy, or delay. Vectors can
queue or route calls based on different conditions. For instance, you can route important calls to the most
skilled agents.
Although Call Vectoring is primarily used to handle the call activity of ACD splits or skills, you can use Call
Vectoring to serve several purposes.
For more information on Call Vectoring applications, see “Call Vectoring application examples” in the
Programming Call Vectoring Features in Avaya Aura ® Call Center Elite document.

Adjunct Routing
Adjunct Routing provides a means for an Adjunct Switch Application Interface (ASAI)
processor to specify the destination of an arriving call when the processor encounters an
adjunct routing link vector command during vector processing. An adjunct is a
processor connected to Communication Manager that uses the ASAI protocol. The adjunct
makes routing decisions based on caller information or agent availability, and returns a call
route response to Communication Manager.
Communication Manager provides information in an ASAI route request message. Adjunct
applications use the message to access a database and determine a route for the call. In a
typical application, an ASAI adjunct uses the dialed number, Calling Party Number/Billing
Number (CPN/BN), or the digits collected by Call Prompting to access caller information and
to determine an appropriate call route.
Adjunct routing can be used in conjunction with the Call Prompting and Look-Ahead Interflow
(LAI). When combined with one of those features, the following rules apply:
• When combined with Call Prompting, adjunct routing can pass up to 16 digits that are
collected from the last relevant collect digits vector command.
• When combined with LAI, adjunct routing can pass the LAI information element or other
call center-related data (with enhanced Information Forwarding) that was passed from
the originating Communication Manager in the message or associated with the call from
the local Communication Manager.

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Considerations for implementing adjunct routing

• An adjunct specified in an adjunct routing link command can route a call to an
internal number, an external number, a split, a VDN, an announcement extension, or to
a particular agent. An adjunct can also provide priority ringing, priority queueing, and
specify that a route-to an agent be done as a direct agent call.
• You can also include more than two consecutive adjunct routing link steps in a vector.
This approach offers the following advantages:
- Redundancy in case of ASAI link or application failure.
- Simultaneous processing of multiple route requests, which distributes incoming call
load more efficiently and results in faster call processing times.
• Vector processing continues to occur while an ASAI route request is being processed.
For this reason, the first step to follow more than one adjunct routing link steps must be
either an announcement or a wait time step that adheres to the following rules:
- If an announcement step follows immediately after an adjunct routing link
step, the announcement must not contain any information that is essential to the
caller such as further instructions, since the announcement immediately terminates
when the switch receives a destination from the ASAI adjunct.
- If a wait-time step follows immediately after an adjunct routing link step,
the step must specify either ringback or music, but not silence, as the feedback
option, lest the caller abandons the call.

Important:
If an ASAI link or application specified in the adjunct routing link step is out of
service, the step is skipped. If the next step is not a wait-time, announcement, or
adjunct routing link step, as much as six minutes can elapse before the switch
determines that the adjunct application is out of service.
• The second step after the adjunct routing link step must be implemented as a
default treatment in case the host application or ASAI link is down. Speed of execution
for the default treatment step, for example, route-to number 0 if unconditionally, is
controlled by the following factors:
- If the ASAI link is down and if the first non-adjunct routing link step is either a wait-
time or an announcement treatment, the treatment step is skipped and the default
step that follows the skipped treatment executes immediately.
- If the host application is not down, the default step executes only if the adjunct does
not provide a route within the time defined by the first non-adjunct step. For example,
if the first non-adjunct step is an announcement, the default step executes only after
the time defined by the length of the announcement is exceeded.

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 Adjunct Routing

• When a vector contains an adjunct routing link command and an ASAI link or
application failure event occurs, special rules apply to vector processing operations that
result. Design adjunct routing vectors o take the special processing operations into
account.
• Since vector processing continues to occur while an ASAI call route request is processed
at an adjunct, succeeding vector steps can terminate an ASAI call route request if the
steps execute before a call route can be provided by the adjunct. Alternately, the adjunct
can reject the call route request and subsequent vector processing proceeds in a normal
manner.
• The wait-time hearing i-silent command is used to allow the adjunct to decide
whether to accept an incoming ISDN-PRI call. When this step is encountered after an
adjunct routing link step, the switch does not return an ISDN PROGRESS message to
the originating switch. This is particularly important for the Network ISDN features and
the LAI feature.

Receiving and implementing an ASAI call route

Communication Manager that receives an adjunct-supplied call route performs various checks
to validate the call route implementation. When the adjunct-supplied route is validated, the
operations that result are similar to those in effect for a route-to xxxxx with coverage = y
command. The caller hears normal call progress tones and feedback, and if the call routes to
an extension with no available call appearances and no coverage path, the caller hears a busy
signal.
Other features that are in effect at the adjunct-supplied destination, such as Send-All-Calls or
Call Forwarding, interact with the routed call.
Also, Look-Ahead Interflow operations are not applied when calls are routed over trunks.
Instead, ASAI-routed calls are directed to their adjunct-supplied destination without waiting for
call acceptance.

Validation for an adjunct-supplied call route

When the switch receives adjunct-supplied call route instructions, the switch validates the route
according to the following process:
1. The switch verifies that the COR rules specified for the target VDN permit the call
to be terminated at the adjunct-supplied destination.
2. The switch validates the following information:
• Destination number
• ACD split
• TAC/AAR/ARS access code

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Call Vectoring features

• Dial plan compatibility

• Other options specified by the adjunct
3. If the ASAI adjunct specifies the direct agent call option, the destination number
(agent) must be logged into the adjunct-specified ACD split.
4. If the destination for the call is external, the switch verifies that a trunk is available
for the call.

Switch response to validated adjunct-supplied call routes

If the switch validates an adjunct-supplied call route, the following operations occur:
1. Vector processing in the VDN that contains the initiating adjunct routing link
command terminates immediately.
2. The switch signals the ASAI adjunct that the route is accepted.
3. The switch routes the call to the destination specified by the ASAI adjunct.

Switch response to invalid adjunct-supplied call routes

If any of requirements for call route validation listed in Validation requirements for an adjunct-
supplied call route are not met, items the following operations occur:
1. The switch discards the route.
2. The switch signals the ASAI adjunct that the route is invalid.
3. Vector processing of any other default treatment steps in the VDN that contains the
initiating adjunct routing link proceeds.

Data sent with an ASAI call route request

When a call encounters an adjunct routing link command and if the call is not queued
to a split, the switch sends an ASAI message that requests a call route over the specified
adjunct link. The following list identifies the contents of the message, along with a comment or
a brief explanation for each item:
Calling number information
The calling party number or billing number (CPN/BN) that is provided by ISDN-PRI or R2-MFC
signaling facilities. If the call originates from a local switch extension, this extension is the
calling number.
Originating line information (II-digits)
A two-digit code that is provided by ISDN-PRI facilities that indicates the type of originating
line. This information is not provided by SIP facilities.

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Called number
The originally called extension if a call is forwarded to a VDN, or the first VDN through which
the call was routed if the call was not forwarded to the VDN.
If the VDN Override for the Trunk ASAI Messages feature is in effect for an incoming call, the
active VDN extension (instead of the Called Number received in the SETUP or INVITE
message) is sent in the Called Number for the Call Offered, Alerting, Queued, Connect, and
Adjunct Route-Request ASAI Event Reports.
Routing VDN
The last VDN that routed the call to the vector that contains the adjunct routing link
command.
Call identifier
An ASAI identifier that permits the ASAI adjunct to track multiple calls by either Event
Notification or 3rd Party Call Control. For more information on ASAI, see Communication
Manager CallVisor ASAI Technical Reference.
Enhanced Information Forwarding (related data) and Look-Ahead Interflow
information (if any)
Includes the original VDN display information, the priority level of the call at the originating
switch, and the time that the call entered vector processing.
Digits collected by Call Prompting or Caller Information Forwarding (CINFO) (if
any, maximum of 16 digits)
Digits that are collected by the most recent collect digits command. For more
information, see “Call Prompting”, “ANI /II-digits routing” and “Caller Information Forwarding
(CINFO)” in the Programming Call Vectoring Features in Avaya Aura ® Call Center Elite
document.
User-to-User Information (UUI)
User-provided data that is associated with the call. If provided by ASAI, this data was provided
in a 3rd-Party-Make-Call, Auto-Dial, or Route-Select message. If provided over an ISDN or
SIP trunk, the data was in the SETUP or INVITE message that delivered the call to this switch.
Calls that contain UUI specifically used by ASAI allow ASAI UUI to be propagated to the new
call during a manual transfer or conference operation. ASAI UUI is propagated to a new call
during its establishment when the agent presses the transfer/conference button the first time.
If the call is transferred to a remote switch, the ASAI UUI from the first call is copied into the
SETUP or INVITE message sent for the second call, in which case, the alerting event message
sent to an ASAI application contains the ASAI information.

Special vector processing considerations associated with adjunct

routing
When you design call vectors that include more than one adjunct routing link
command, you must be aware of a number of special operational features.

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Effects of ASAI link/application failure on vector processing

An ASAI link failure can change the manner in which subsequent announcement or wait-time
treatment steps are processed.
In the following simplified vector example, the step that follows immediately after an adjunct
routing link command is a wait-time command. If the adjunct routing link step fails at
either the ASAI link or adjunct application, the wait-time step is skipped.
The second step after the adjunct routing link step is often implemented as a default treatment.
In the example shown above, the default treatment in step 3 is a route to an attendant. If the
switch recognizes that the ASAI link or adjunct application is out of service, this step executes
immediately. Otherwise, the step executes only if the application does not respond with a route
within 60 seconds (the wait-time assigned in the example).
Simplified example of vector processing in an ASAI link/application failure
condition

1. adjunct routing link 11 [link/application is down]

2. wait-time 60 seconds hearing ringback [step is skipped]
3. route-to number 0 with cov n if unconditionally [step is executed]
4. disconnect after announcement 2000

Vector processing with goto steps in an ASAI link or application failure condition
Processing rules for a vector that includes more than one adjunct routing link
command and has an ASAI link or application failure condition in effect summarized as follows:
• An announcement or wait time treatment is skipped when one of the following conditions is
true:
- The treatment step follows immediately after a failed adjunct routing link
command.
- The treatment step is the first non-goto step that follows a goto step that succeeds. In
this context, a goto step is treated as a success when the specified goto condition is
true and the call branches from the goto step to the treatment step.
- The treatment step is the first non-goto step that follows a failed goto step. In this
context, a goto step is treated as a failure when the specified goto condition is true,
the call fails to branch and control proceeds to the treatment, which is the next step
listed in the vector sequence.

Note:
The treatment step is skipped even when a failed goto step that precedes the treatment is,
in turn, preceded by more than one successful goto steps.

The rules listed for vector processing under ASAI link or application failure conditions are
illustrated in the following examples.

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 Adjunct Routing

Example 1 - Vector processing with goto steps in an ASAI link or application

failure condition
VDN (extension=1040 name=‘‘Ad Route’’ vector=40)
Vector 40
1. adjunct routing link 10 [link/application is down]
2. wait-time 10 seconds hearing ringback [step is skipped]
3. adjunct routing link 20 [link/application is down]
4. goto step 7 if available-agents in split 20 < 1 [step executes and condition is
false]
5. wait-time 10 seconds hearing ringback [step is skipped]
6. goto vector 50 @step 1 if unconditionally [step executes, go to vector 50]
7. goto step 10 if calls-queued in split 20 pri l > 50
8. announcement 4001
9. goto vector 50 @step 1 if unconditionally
10. route-to number 6000 with cov n if unconditionally
VDN (extension=6000 name=‘‘Message’’ vector=60)

Based on the scenario presented in the example shown above, the following vector processing
events occur:
Step 1 fails: In the example, the adjunct link or application is out of service. The adjunct
routing link command in step 1 fails.
Step 2 is skipped: Because the wait-time command in step 2 immediately follows an
adjunct routing link command whose adjunct link is out of service, the wait-time
step is skipped.
Step 3 fails: For purposes of this example, step 3 contains another adjunct routing link
command whose adjunct link is out of service. The step fails and control is passed to the goto
step command in step 4.
Step 4 executes: A goto step that immediately follows a failed adjunct routing link
command is always executed. In this example, the command fails to branch because there is
a minimum of one available agent in split 20.
Step 5 is skipped: The wait-time step that follows the unsuccessful goto step (step 4) is
skipped, because in an ASAI link failure condition, the first non-goto step to be processed after
the first successful first goto step is always skipped if the step is either an announcement or
a wait-time step. Control is passed to the goto vector command in step 6.
Step 6 executes: Step 6 routes the call to vector 50 (not shown), which is designed to queue
the call and provide standard call treatment.
In the next example, the goto step succeeds when the specified condition is true, that is, no
agents are available in split 20, and control is passed to step 7, where another goto step
determines whether there are more than 50 calls in split 20. If the condition is true, step 7
succeeds and control is sent to step 10, where the route-to number command sends the
call to vector 60.
The example processing events are described as follows:
Example 2 - Vector processing with goto steps in an ASAI link or application
failure condition
VDN (extension=1040 name=‘‘Ad Route’’ vector=40)
Vector 40

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1. adjunct routing link 10 [link/application is down]

2. wait-time 10 seconds hearing ringback [step is skipped]
3. adjunct routing link 20 [link/application is down]
4. goto step 7 if available-agents in split 20 < 1 [step executes and condition is
true]
5. wait-time 10 seconds hearing ringback
6. goto vector 50 if unconditionally
7. goto step 10 if calls-queued in split 20 pri l > 50 [step executes and condition
is true]
8. announcement 4001
9. goto vector 50 if unconditionally
10. route-to number 6000 with cov n if unconditionally [step executes
unconditionally]

VDN (extension=6000 name=‘‘Message’’ vector=60)

Vector 60

1. announcement 4000 [“We’re sorry. We are still unable to connect you to an agent.
If you would like to leave a
message, please do so after the tone.”]
2. wait-time 6 seconds hearing silence
3. messaging split 18 for extension 1500
4. announcement 4010 [“We’re sorry. We are unable to connect you to our voice mail.
If you would like to try to
leave a message again, please do so after the tone. Otherwise, call back weekdays
between 8:00 A.M. and 5:00 P.M.”]
5. goto step 2 if unconditionally

Based on the scenario presented in the example, the following vector processing events occur:
Step 1 fails: For purposes of this example, the adjunct link or application is out of service. The
adjunct routing link command in step 1 fails.
Step 2 is skipped: Because the wait-time command in step 2 immediately follows an
adjunct routing link command whose adjunct link is out of service, the wait-time
step is skipped.
Step 3 fails: For purposes of this example, step 3 contains another adjunct routing link
command whose adjunct link or application is also out of service. The step fails and control is
passed to the goto step command in step 4.
Step 4 executes: A goto step that follows a failed adjunct routing link command is
always executed. In this example, the command succeeds and branches to step 7, because
no agents are available in split 20.
Step 7 executes: Again, a goto step that follows a failed adjunct routing link command
is always executed. In this example, the command branches unconditionally to vector 60
Step 10 executes: In this example, step 10 (route-to number) is the first non-goto step
immediately preceded by more than one goto step in an ASAI link fail condition. The step
executes, because the step is not an announcement or wait time command.
Vector 60: Step 1 executes: The first step in this vector is an announcement command. In
this example, this is the first step in the processing sequence to be either an announcement
or wait-time step. However, this step is not skipped, since the step is not the first non-go to
step in the processing sequence. Instead, step 10 in vector 40 (a route-to number step) is the
first non-goto step.

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 Adjunct Routing

Simultaneous processing of vector steps and ASAI call route requests

When Communication Manager sends a route request to an ASAI adjunct, vector processing
continues for any vector steps that follow the adjunct routing link command. Therefore,
non-adjunct routing link step that follows immediately after an adjunct routing link step or
multiple adjunct routing link steps in uninterrupted succession can determine:
• The maximum length of time that Communication Manager waits for a call route reply
from the ASAI adjunct.
• In some cases, whether or not the ASAI call route request is allowed to finish
processing.
If the next step is not a wait-time, announcement, or another adjunct routing link
command, as much as six minutes can elapse before Communication Manager determines
that the adjunct application is out of service. For this reason, design vectors so that the next
step to follow an adjunct routing link command is either a wait-time, or
announcement command.
Vector steps that terminate an ASAI call route request
If an adjunct routing link step is followed by a wait-time or announcement treatment and the
treatment completes before an ASAI call route request is returned by the adjunct, call
processing continues for any vector steps that follow the treatment. In this case, certain vector
commands terminate the ASAI call route request after being executed. Vector commands that
terminate an active ASAI call route request include:
• busy
• check split
• converse-on split
• queue-to split
• collect digits
• disconnect
• messaging split
• route-to
If Communication Manager receives a valid ASAI call route message before one of the listed
vector commands can execute, Communication Manager routes the call to the destination
specified by the adjunct route. Otherwise, the ASAI route request is terminated.

Note:
The adjunct can also reject a call request by negatively acknowledging the route request
sent by Communication Manager. When Communication Manager receives a route request
rejection message from the adjunct, Communication Manager terminates any

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announcement or wait-time step being executed. Call processing then continues with the
next vector step.

Adjunct routing-initiated path replacement

You can use QSIG or DCS with Reroute using ISDN SSE for path replacement for calls in
queue. For calls that are waiting in queue or in vector processing, even if the call is not
connected to an answering user, Communication Manager can attempt a path replacement to
find the optimum path for the call.
When adjunct routing is used with a call, path replacement can be initiated when the following
criteria are true:
• The inbound call is over a QSIG trunk or DCS SSE trunk.
• A route select response is received from the CTI application after the adjunct route
vector command has been executed.
• The routing destination that is contained in the route select ASAI message is to an
outbound QSIG trunk or out bound DCS SSE trunk.
When all three criteria are met, the trunk is seized and used for the call.
Example vector for adjunct routing-implemented path replacement
The following Call Vector example shows how a vector for adjunct routing can be written to
trigger path-replacement at the terminating switch.

Note:
In order for a path-replacement to be attempted, the incoming and outgoing trunks that are
used for the call must be administered with the Supplementary Service Protocol field set
to b.
Adjunct routing-initiated path-replacement vector

1. announcement 5996
2. adjunct routing link 11
3. wait 20 seconds hearing ringback
4. announcement 3111

At the terminating (receiving) switch, the vector that is executed by the incoming call must be
programmed with an announcement, wait hearing music, or wait hearing
ringback vector command. The use of one of these commands is what makes it possible for
path-replacement to take place while the call is in vector processing.

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 Adjunct Routing

Phantom calls
A phantom call originates from a nonphysical device by way of an ASAI application and can
be placed anywhere. In general, phantom calls
• Use less resources.
• Are treated as voice calls.
How do phantom calls work?
First, an application requests a phantom call by sending an ASAI third_party_make_call or
auto_dial capability message to Communication Manager.
If the specific extension of a station Administration Without Hardware (AWOH) is specified as
the originator, Communication Manager places the call from that extension if the extension is
available.
You can specify a hunt group extension with members that are AWOH extensions as the
originator.
How are phantom calls used?
Applications use phantom calls to originate a call without using a physical device. For example,
applications require to:

Action Description
Reserve a Many call centers handle incoming requests as voice, video, data, voice
queue slot messages, faxes, and e-mail. Agents handle the mix of requests. However,
a single queue must manage and distribute the work load for the agents.
For each non-voice request, the application can place a phantom call into the
queue. When the phantom call reaches the head of the queue, the call is
delivered to the agent. The agent is then given the corresponding work item
on the desktop, for example, the fax.
Conference Multiple parties, both internal and external, can be conferenced into a call.
control The initial call is placed as a phantom call. When answered, the call is placed
on hold by the application and another phantom call is made. The two calls
are then conferenced together. This process is repeated until all parties are
added to the call.
Help with Working with the Single Step Conference (SSC) feature, applications can use
trunk-to- the phantom call feature to help with trunk-to-trunk transfers, that is,
trunk transferring a trunk-to-trunk call to another trunk.
transfers
Alerts Applications can use phantom calls to alert users of various conditions such
(wake-up, as wake-up, maintenance, or security.
maintenanc
e, and
security)

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How do phantom calls affect Call Vectoring?

Because phantom calls can be directed anywhere, you must properly configure the application
and Communication Manager to ensure that the vector commands that are executed for the
calls make sense. For more information, see the Communication Manager CallVisor ASAI
Technical Reference document.
Communication Manager does not block phantom calls from executing any vector commands
because phantom calls follow the same vector processing as regular voice calls. However, do
not allow phantom calls to enter certain vector steps such as the following.

Steps Description
Announcements Because there is nobody listening to an announcement that is made
to a phantom call, there is no sense in playing one.
Collect steps In a phantom call, the collect step fails because the step cannot
connect a tone receiver to a station Administration Without Hardware
(AWOH). The step times out because there is nobody to enter the
expected digits.
The busy step provides a busy signal to the caller. In a phantom
call, the busy step disconnects the call because Communication
Manager clears a phantom call when the call cannot terminate at a
specific local destination.

Phantom call administration

There are no administration screens that are specific to phantom calls, but the following criteria
must be met in order for the feature to work:
• Some stations AWOH must be administered.
• If a hunt group is specified as originator, a non-ACD hunt group with AWOH members
must also be administered.
• It is recommended that meaningful names are assigned for the stations AWOH that are
used by phantom calls if the calling party name will appear on the agent’s or Service
Observer’s display.

Single-step conference
With Single-Step Conference (SSC), an application can:
• Add a device into an existing call, for example, to play announcements or make voice
recordings.
• Facilitate application-initiated transfers and conferences.
Stations that are AWOH can use SSC. The party can be added to a call in the listen only mode
with no visibility or in the listen/talk mode with visibility.
SSC is only available through an ASAI link.

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 Adjunct Routing

How does SSC work with Call Vectoring?

The call to which an extension is to be single-step conferenced is not allowed to be in vector
processing unless the visibility option with the single-step conference request indicates no
visibility.
To be transferred to a VDN, a conference call must not have more than two parties.

Note:
Invisible (listen-only) single-step-conference parties are not counted in the two-party limit
for a conference call transfer to a VDN.

Multiple outstanding route requests

This feature allows multiple ASAI route requests for the same call to be simultaneously active.
The route requests can be over the same or over different ASAI links.
Route requests are all made from the same vector. The requests must be specified without
intermediate wait-time, announcement, goto, or stop steps. If the adjunct routing
link commands are not specified back-to-back, standard adjunct routing functionality applies
and previous outstanding route requests are cancelled when an adjunct routing link
vector step is executed.
The first route select response that is received by Communication Manager is used as the
route for the call and all other outstanding route requests for the call are canceled.
With multiple outstanding route requests, multiple adjuncts can process the route call request
without waiting for the first route attempt to fail. An application can make use of this feature to
distribute the incoming call load evenly across adjuncts based on the adjunct’s current CPU
load.

Note:
Each link has a unique extension number, even in a configuration where there can be
multiple links to the same adjunct.
Multiple call route request example
The following example shows a typical vector where multiple adjunct route requests to multiple
links are active at the same time. The first adjunct to route the call is the active adjunct and
specifies which VDN the call must be routed to at that point.
Sample adjunct routing link vector with redundancy
1. wait-time 0 seconds hearing ringback
2. adjunct routing link 11
3. adjunct routing link 12
4. adjunct routing link 13
5. wait-time 6 seconds hearing ringback
6. route-to number 1847 with cov n if unconditionally

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Advanced Vector Routing features

You can use the following advanced vector routing features to enhance the conditional routing
capabilities of basic call vectoring, and to improve the operational efficiency of a call center.
Rolling Average Speed of Answer (ASA)
You can use Rolling ASA Routing to make routing decisions based on the current average time
a skill or VDN takes to answer a call. This ensures that the vectors route calls to the skill or to
the VDN with the shortest average time.
Expected Wait Time (EWT)
You can use EWT Routing to make routing decisions based on the wait time for a call or split,
in queue. EWT can be passed to an Interactive Voice Response (IVR) or a Voice Response
Unit (VRU) to notify the caller about the expected time in queue.
VDN Calls
You can use VDN Calls Routing to make routing decisions based on the number of incoming
trunk calls currently active in a VDN. With the VDN calls conditional, you can use a vector to
limit the number of simultaneous calls to a particular VDN. For example, if you enter into a
contract with a service agency to handle 100 simultaneous calls for a client, you can route calls
in excess of 100 to a busy step.

Advanced Vector Routing command set

The commands used in Advanced Vector Routing are listed in the following table.

Command Action taken Command

category
Routing
Queue the call to a backup ACD split. check split
Branching/programming
Go to a vector step. goto step
Go to another vector. goto vector

When to use wait time predictions

A number of factors can affect the accuracy of wait time predictions. Wait time predictions are
best suited for medium-volume or high-volume call scenarios. The potential accuracy of a wait
time predictor increases as the rate of removal from queue increases.

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Under all conditions, EWT is the most accurate wait time predictor, but EWT is most accurate
when the rate of removal from queue at a given split priority level is a minimum of one call
every 30 seconds.
Predictions can be made for a split with multiple priority levels as long as the majority of calls
are delivered to lower priority levels. If the majority of calls are queued at the higher-priority
levels, any predictions made for the lower-priority levels not be accurate.
The following circumstances can limit the accuracy of the wait time predictions.

Factors limiting wait Description

time prediction
accuracy
System restart or new The EWT algorithm uses a combination of historical and real-
split administration time information to make predictions. When no historical
information exists, such as when a new split is added or a reset
system 3 or 4 is completed, there is the potential for
inaccuracies.
To prevent inaccurate predictions when there is no historical
information, administer the Expected Call Handling Time field
on the Hunt Group screen. The value in this field is then used in
place of the missing historical data.
If the value of this field does not accurately reflect the call
handling times of the split, EWT predictions can be inaccurate
until some call history is generated. The algorithm normally
requires about 30 queued calls to be answered from a split
priority level before it reaches its maximum accuracy.
You can change the value in the Expected Call Handling Time
field by executing a change hunt group command.
Changing the value does not disrupt EWT predictions by
overwriting EWT history. The value is stored and used the next
time a reset system 3 or 4 is executed.
Low call volume Split priority levels where the rate of removal from the queue is
applications very low can only be predicted with limited accuracy.
Sites with frequent Although EWT immediately adjusts for all types of staffing
staffing changes changes, since predictions can already be made for calls that are
waiting in queue, the past predictions were based on staffing
information which is now out of date. Therefore, the EWT in
scenarios where large staffing changes are continually
happening can only be predicted with limited accuracy.
Staffed agents who The EWT algorithm takes account of agents in multiple splits in
rarely answer calls to a its calculation. However, suppose there are many agents who
split are assigned to a split but spend most of their time answering
calls in their other splits. If a large number of these agents are
moved to or from the split, the EWT for this split be temporarily
inaccurate until it adjusts to those changes.

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Factors limiting wait Description

time prediction
accuracy
Applications with widely If the majority of calls to a split are handled within a narrow range
varying call handling of times, the accuracy of any predictor will be much greater than
times that for a split where call handling times are widely different.

Expected Wait Time (EWT)

With EWT routing, you can make routing decisions based on the time that a caller can expect
to wait in queue.

How EWT is calculated

Depending on how the EWT condition is used in a vector step, the predicted wait time
calculation is derived by the following rules:
• If the call is currently queued to a split, the EWT is based on the actual current position
of the call in the queue at a particular priority level and the rate of service of calls from the
queue at that priority level.
• If the call is not yet queued to a split, the EWT is based on the assumption that the call is
placed at the end of the queue.
EWT also adjusts for many other factors such as multiple split queueing, call handling times,
and the impact of direct agent calls on the wait time of other calls to the split. The algorithm
adjusts EWT immediately for changes in staffing, such as agents logging in or taking breaks
in the Aux work mode.
The EWT can also be passed to a VRU so that a caller can be notified of the expected time in
queue. The expected-wait condition can be used with either the goto or check commands.

Call Vectoring offers several conditionals to estimate predicted wait time on a queue, including
EWT, rolling ASA and Oldest Call Waiting (OCW), but EWT uses the most accurate method
of prediction. EWT checks the real-time and historical information, such as priority level,
position in queue, and number of working agents.
EWT is responsive to changing call center conditions. For example, EWT adjusts instantly to
any staffing changes in the split, or if agents moves in or out of auxiliary work mode, the wait
time predictions immediately adjust.
EWT does not include the time in a call vector before the call enters a queue. It also does not
include the time that the call rings at a telephone after it is removed from the queue.

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EWT for a split

The EWT for a split is the time that an incoming call is expected to remain in queue if the call
is queued to the split at the specified priority level. EWT is used to determine if a call must be
queued to the split.
The following vector example shows how to use EWT to determine if a call must be queued to
a split.
1. goto step 3 if expected-wait for split 1 pri l < 600
2. busy
3. queue-to split 1 pri l
4. announcement 3001
5. wait-time 998 secs hearing music

In the example shown above, the following wait time conditions are possible:
• If there are agents available, EWT is zero.
• EWT is infinite if:
- There are no logged-in agents.
- All logged-in agents are in the Aux work mode.
- The split queue is full.
- There is no split queue and all agents are busy.
- The split queue is locked. This occurs when the last working agent in a non-vector-
controlled split attempts to enter the Aux work mode.

EWT for a call

EWT for a call is the remaining time that a caller can expect to wait before the call is serviced
from the queue. If the call is queued to multiple splits, the remaining queue time for each split
is calculated, and the shortest calculation is used as the EWT.
A call must be queued to a minimum of one split to have an expected wait time. If the call is
not queued, or if the call is queued to splits that are not staffed, the EWT value is infinite.
The following vector example shows how to use EWT to determine call treatment:
1. queue-to split 1 pri m
2. check split 2 pri m if expected-wait < 30
3. goto step 5 if expected-wait for call < 9999
4. busy
5. announcement 3001
6. wait-time 998 secs hearing music

Passing EWT to a VRU

The EWT for a call can be passed to a VRU to inform callers about the expected time in queue.
EWT is passed to the VRU with the converse-on command as wait data. The value that is

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outpulsed to the VRU is the expected wait time of the call in seconds. The VRU then converts
the seconds to a spoken message. The expected wait is calculated after the VRU port answers
the call, so queueing to a converse split does not adversely impact the EWT value that is
passed to the VRU.
No zero padding is added to the wait time that is passed to the VRU. If the EWT for the call is
128 seconds, the digits 1, 2, and 8 are outpulsed. If the EWT is 5 seconds, the digit 5 is
outpulsed.
The wait time passed to the VRU is the most accurate prediction possible. On average, 50
percent of the time the actual wait time is shorter and 50 percent of the time it is longer.
Configure the VRU applications to make an upward adjustment of the prediction so that the
majority of callers receive a predicted wait time that is either equal to or greater than the actual
wait time.
The VRU can also announce EWT at set intervals while the call is in queue, but use this strategy
with caution. Circumstances such as a reduction in the number of agents or a sudden influx
of higher priority calls can cause the EWT of the caller to increase from one announcement to
the next.
If the call is not queued or is queued only to splits that are unstaffed, or to splits where all
agents are in the Aux work mode, the end-of-string character “#” is the only data item that is
outpulsed to the VRU.
The following vector example illustrates routing based on the predicted split wait time and
passing wait data to the VRU. The caller hears the wait time only if the caller is expected to
wait for more than 60 seconds in queue. Callers who have to wait more than 10 minutes are
requested to call back later.
1. goto step 3 if expected-wait for split 32 pri l < 600
2. disconnect after announcement 13976
3. queue-to split 32 pri l
4. wait-time 20 secs hearing ringback
5. goto step 7 if expected-wait for call < 40
6. converse-on split 80 pri l passing wait and none
7. announcement 11000
8. wait-time 60 secs hearing music
9. goto step 7 if unconditionally

Calls that have predicted wait times greater than 10 minutes fail step 1 and are disconnected
after an announcement. If the expected wait time is less than 10 minutes step 1 routes the call
to step 3 where it is queued to split 32 and waits 20 seconds hearing ringback. After 20 seconds
if the expected wait time for the call is less than 40 seconds, step 5 routes the call to an
announcement followed by a wait with music. If the expected wait time for the call is equal to
or greater than 40 seconds, step 6 informs the caller of the amount of time the caller can expect
to wait before the call is answered.

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Notifying callers of wait time without a VRU

You can use EWT to notify callers of their expected wait time without a VRU. This can be done
using recorded announcements and by associating each recorded announcement with a time
band, as shown in the following example.
VECTOR 101
1. queue-to split 3 pri h
2. goto step 4 if expected-wait for call <= 600
3. busy
4. wait-time 12 seconds hearing ringback
5. announcement 3001 [Thank you for calling ABC Inc. All agents are busy, please
wait and we will get to your call as soon as possible]
6. goto vector 202 if unconditionally
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
VECTOR 202
1. goto step 13 if expected-wait for call > 280
2. goto step 11 if expected-wait for call > 165
3. goto step 9 if expected-wait for call > 110
4. goto step 7 if expected-wait for call > 55
5. announcement 3501 [Thank you for waiting. Your call will be answered within the
next minute.]
6. goto step 14 if unconditionally
7. announcement 3502 [Thank you for waiting. Your call will be answered within
approximately one to two minutes.]
8. goto step 14 if unconditionally
9. announcement 3503 [Thank you for waiting. Your call will be answered within
approximately two to three minutes.]
10. goto step 14 if unconditionally
11. announcement 3504 [Thank you for waiting. Your call will be answered within
approximately three to five minutes.]
12. goto step 14 if unconditionally
13. announcement 3505 [We apologize for the delay. Due to heavy call volume, you may
have to wait longer than five minutes
to speak to a representative. If possible, we suggest that you call between the
hours of 8am and 10am for the
fastest service.]
14. wait-time 120 secs hearing music
15. goto step 1 if unconditionally

In step 1 of the example shown above, the call is queued to split 3 at high priority. If the call
fails to get a queue slot in split 3, if split 3 has no working agents, or if the wait time in split 3
at high priority exceeds 10 minutes, step 2 fails and the caller receives a busy signal. If step 2
succeeds, the caller hears ringback and an announcement and is then sent to vector 202.
Steps 1 through 4 of vector 202 determine tests to determine a predicted time band interval
for the remaining queueing time for the call. One of five recorded announcements is then
played to provide the caller with an expected wait time.
You can program vectors so that few callers experience wait times that exceed the wait time
of the announcement. In the example shown above, the EWT thresholds are set lower than
the times that are quoted in the recorded announcements.

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Using EWT to route to the best split

You can use EWT to change the normal queueing strategy for multiple splits to ensure that
calls are answered in the shortest possible time. However, this strategy uses additional system
resources and can make reading and analyzing split reports difficult. Alternately, you can use
EWT to identify the best split for each call and not use multiple split queueing.
The following vector example shows a scenario that includes a main split (1) and a backup
split (2). In this example, the preference is for an agent from the main split service the call, but
a 30-second maximum wait time is a competing preference.
The strategy in this vector is to use the backup split only if the backup split can answer the call
within 30 seconds and the main split cannot.
1. goto step 5 if expected-wait for split 1 pri m <= 30
2. goto step 5 if expected-wait for split 2 pri m > 30
3. check split 2 pri m if unconditionally
4. goto step 6 if unconditionally
5. queue-to split 1 pri m
6. wait-time 12 secs hearing ringback
7. announcement 3501
8. converse-on split 18 pri m passing wait and none
9. wait-time 120 secs hearing music
10. goto step 8 if unconditionally

In the example, step 1 branches to step 5 if the main split can answer the call within 30 seconds.
If the main split cannot answer the call within 30 seconds, step 2 checks to see if the backup
split can answer the call within 30 seconds. If the test fails, the call branches to step 5 and is
queued to the main split. If possible, the call is queued to the backup split in step 3. At this
point, the call is queued either to the main split or to the backup split, but not to both.
Steps 6 through 10 provide audible feedback to the caller while the call is in the queue. Note
that in step 8, which is executed every 2 minutes, a VRU is used to provide the caller with the
remaining wait time.

Factors that increase EWT for a split priority level

The most common causes for an increase in EWT for a split priority level are:
• The number of calls that are in queue increases.
• Agents log out.
• Agents go on break or are otherwise in the Aux work mode.
• Agents are moved to another split.
• Agents with multiple splits answer an increasing number of calls in other splits.

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Following are the other conditions that can increase the EWT for a split priority level:
• The average talk time increases.
• The number of calls at a higher priority increases.
• The number of direct agent calls increases.
• The number of RONA calls increases.
• The number of abandoned calls decreases.
• The number of calls that are queued in this split but answered in another decreases.

Factors that decrease EWT for a split priority level

The most common causes for a decrease in EWT for a split priority level are:
• The number of calls in queue decreases.
• Agents log in and start answering calls.
• Agents return from break or otherwise are no longer in the Aux work mode.
• Agents are moved from another split.
• Agents with multiple splits answer fewer calls in other splits.
The following conditions can reduce the EWT for a split priority level:
• The average talk time decreases.
• The number of calls at higher priority decreases.
• The number of direct agent calls decreases.
• The number of RONA calls decreases.
• The number of abandoned calls increases.
• The number of calls queued in this split but answered in another increases.

Rolling Average Speed of Answer (ASA)

Rolling ASA Routing helps you to make routing decisions that are based on the current average
time that it takes for a call to be answered in a split or VDN. In this way, a vector can route a
call to the VDN or split where it is likely to be answered most quickly.
Rolling ASA versus interval ASA
The ASA calculation used for vector routing is called “Rolling ASA” to differentiate it from the
“Interval ASA” that is recorded in Basic Call Management System (BCMS) and Avaya Call
Management System (CMS) reports.
Rolling ASA is a running calculation that does not take into account the 15-minute, half-hour,
or hour reporting intervals. Rolling ASA does not reflect interval boundaries.

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The Interval ASA used for BCMS and CMS reports is calculated on reporting interval
boundaries and clears to zero at the start of each reporting interval.
The Rolling ASA for a split or VDN is calculated based on the speed of answer for all calls
recorded since system start up and is recalculated every time a call is answered. During each
calculation, the speed of answer for the current call is given a weighted value that is greater
than previous calls. Approximately 95 percent of the value of Rolling ASA is retrieved from the
previous ten calls.

Note:
Calls that are not answered, such as calls that receive a forced busy, are not included in the
Rolling ASA calculation.
The Rolling ASA is calculated for an entire split or VDN. The calculation does not include the
priority levels of answered calls.
When to use rolling ASA
Use Rolling ASA to test whether vector processing queues the call to additional splits or skills
when the main split or skill does not currently meet the targeted threshold.
Do not use Rolling ASA conditionals to prevent calls from queueing to the main split or skill,
or being answered in the principal VDN. If no calls are being answered in the main split or skill
or VDN, the value of rolling ASA does not change. This can result in all future calls being locked
out of the main split or skill, or VDN unless there are other call vectors in the system directing
calls.

Important:
To implement a call flow that tests whether or not to queue a call to a main split or skill, use
the EWT feature.
Rolling ASA split calculation
The rolling ASA for a split is the average call answer time, as specified by the time interval that
starts when call processing attempts termination to a split, and ends when the call is answered
in that split. The measured interval includes both time in queue and ringing time at the agent
station.
If the call is answered in another split or the call is abandoned by the caller, rolling ASA is not
recorded for the call. If a call flows into a split from another split, the time queued and ring time
for the previous split are not included. If a call is queued in multiple splits, only the rolling ASA
for the split in which the call is answered is measured.
Rolling ASA VDN Calculation
The rolling ASA for a VDN is the average call answer time, as specified by the time interval
that starts when call processing is initiated within the VDN until it is answered. The measured
interval includes:
• Time elapsed in vector processing, including time in announcements.
• If the call is answered by an agent, time in queue and time ringing at the agent station.

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Note:
If a call flows between VDNs, only the time elapsed in the answering VDN is used in the
calculation.
Rules for specifying VDNs
Rolling ASAfollows the rules used for other Advanced Vector Routing conditionals to specify
a VDN in a goto step:
• A VDN number.
• The value designated as latest. The latest VDN is the VDN currently processing the call.
The latest VDN is not affected by VDN override settings.
• The value active. The active VDN is the VDN of record, which is the called VDN as
modified by override rules. For example, if a call routes from a VDN with override set to yes
then the new VDN is the active VDN. If a call routes from a VDN with override set to no,
the previous VDN is the active VDN.
Combining VDN and ASA routing example
The following vector example combines VDN and split ASA routing.

1. queue-to split 10 pri h

2. goto step 6 if rolling-asa for split 10 <= 30
3. check split 11 pri h if rolling-asa <= 30
4. check split 12 pri h if rolling-asa <= 30
5. check split 13 pri h if rolling-asa <= 30
6. announcement 10000
7. wait-time 40 secs hearing music
8. goto step 3 if unconditionally

Step 1 queues the call to the main split. If the main split is currently answering calls within the
target time of 30 seconds, step 2 bypasses all of the backup splits and goes directly to the
announcement in step 6. The assumption is that the call will be handled by split 10 within the
time constraints. However, if the call is not answered by the time that vector processing reaches
step 8, the backup splits are checked.
If the rolling ASA for the main split is greater than 30 seconds, steps 3, 4, and 5 check the
backup splits. The call is queued to any of these splits that have a rolling ASA of 30 seconds
or less. If the call still is not answered by the time that vector processing reaches step 8, the
backup splits are checked again.

VDN Calls
VDN Calls routing allows you use the counted-calls conditional to make routing decisions on
the number of incoming trunk calls that are currently active in a VDN.
How VDN Call counts are calculated
The counted-calls conditional allows a vector to limit the number of simultaneous calls directed
to a particular VDN. For example, if a service agency is contracted to handle 100 simultaneous
calls for a client, calls in excess of that number can be routed to a busy step.

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VDN Call counts follows the rules used for other Advanced Vector Routing conditionals to
specify the VDN in a goto step:
• A VDN number.
• The value designated as latest. The latest VDN is the VDN currently processing the call.
The latest VDN is not affected by VDN override settings.
• The value active. The active VDN is the VDN of record, which is the called VDN as
modified by override rules. For example, if a call routes from a VDN with override set to
yes then the new VDN is the active VDN. If a call routes from a VDN with override set to
no, the previous VDN is the active VDN.
When Advanced Vector Routing is enabled, a count of active incoming trunk calls is kept for
each VDN. The VDN counter increments each time that an incoming call is placed to the VDN
and decremented each time that an incoming call is released. A call is treated as active in a
VDN from the time the call routes to the VDN until all parties on the call are dropped and the
call is released.

Note:
The call is counted for the originally called VDN only. When a call is routed to another VDN,
the call counter for the subsequent VDN does not increment, nor does the call counter for
the original VDN decrement.
The VDN Call count includes the following types of calls:
• Incoming trunk calls routed directly to the VDN.
• Incoming trunk night service calls in which the VDN is the night service destination.
• Calls that cover or forward to the VDN if it is the first VDN routed to and the call is an
incoming trunk call.
• Already counted calls that are conferenced with counted or not counted calls from the
same VDN.
The VDN call count does not include:
• Internal calls to the VDN.
• Calls that are transferred to the VDN.
• Calls that are redirected to their VDN return destination.
• Conferenced calls that were previously counted on different VDNs.
Using the counted-calls conditional example
The following vector example shows how the counted-calls conditional can be used to route
calls.
Using VDN call counting to route calls

1. goto step 3 if counted-calls to vdn 1234 <= 100

2. busy
3. queue-to split 60 pri l
4. wait-time 20 seconds hearing ringback

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 Attendant Vectoring

5. announcement 27000
6. wait-time 60 seconds hearing music
7. goto step 5 unconditionally

If more than 100 calls are active in VDN 1234, the caller hears a busy signal and vector
processing is terminated. If 100 or fewer calls are active, the call queues to split 60.

Attendant Vectoring
With Attendant Vectoring, you can use a set of commands to write call vectors for calls to be
routed in non-call center environments. When you set the Attendant Vectoring field to y, all
attendant-seeking or dial 0 calls are processed using call vectors, and not by the normal
attendant console call routing.
Attendant Vectoring is available in non distributed attendant environments and distributed
attendant environments for IAS and QSIG CAS.
The main reason to use Attendant Vectoring is to allow flexible routing of attendant-seeking
calls. If users are instructed to dial an attendant VDN, the call can be answered by an attendant,
but the call can also be covered to the voice mailbox of a night station.
If you use Attendant Vectoring and Night Service to route calls to a voice mail system, you can
also use Automatic Message Waiting (AMW) to notify after-hours personnel about messages
in the night service station mailbox by assigning an AMW lamp on the backup telephones.
When personnel see new messages, the personnel can check the messages and respond
accordingly.

Attendant queue
If attendant vectoring results in putting a call in the attendant queue, it is placed in queue with
the priority as administered on the console parameter screen. There are no changes made to
the attendant priority queue for attendant vectoring. Even when partitioning is turned on and
multiple attendant groups exist, all queues have the same priority assignments. Priority queue
administration also applies for calls to an individual attendant, by way of the assigned
extension.

Attendant VDNs
The fact that VDN extensions can be dialed directly or calls can be transferred to VDN
extensions is unchanged for attendant VDNs.
Currently, VDN extensions can be assigned to the following night destinations:

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Call Vectoring features

Hunt group
An attendant vectoring VDN can be assigned as the night destination of a hunt group. Calls to
the hunt group when it is in night service are redirected to the VDN and attendant vectoring
applies. Hunt group night service does not apply if the hunt group is vector controlled. When
vector on the Hunt Group screen is y, the night service destination field is removed from
the screen. In order for a hunt group to be available in vectoring for the queue-to hunt-
group command, the hunt group must be vector controlled. The hunt group in the route-to
command can be in night service and the call can terminate to the indicated night service
destination. If the hunt group is accessed using the queue-to hunt-group command no
night service applies.
LDN and trunk
One or all trunk groups can be placed into night service and an attendant vectoring VDN can
be assigned as the night service destination of the LDN or trunk group. If a night destination
is assigned for LDN calls, it overrides the trunk night destination of the trunk group. Either of
these destinations can be an attendant vectoring VDN. However, if Tenant Partitioning is
administered and the trunk group night service destination is the attendant group, the call is
redirected to the VDN associated with the tenant number of the trunk group. If, instead, the
night service destination is explicitly assigned to a particular attendant vectoring VDN, it cannot
be the resulted VDN had the night destination been the attendant group.
Trunk group incoming
The incoming destination can be an attendant vectoring VDN except for RLT trunk groups. As
in trunk group night service, an assigned incoming destination to an attendant vector can result
in the call being sent to a different VDN than if the destination had been assigned to the
attendant group.
Last coverage point in a coverage path
An attendant VDN can be assigned as a coverage point. If an attendant VDN is assigned as
a coverage point, the VDN be the last point in the coverage path.
Abbreviated dialing lists
Attendant VDNs can be assigned to abbreviated dialing lists.
Emergency access redirection
An attendant VDN can be assigned to emergency access redirection. When the attendant’s
emergency queue overflows or when the attendant group is in night service, all emergency
calls are redirected to this VDN. Careful thought must be given to routing the calls off-switch.
QSIG CAS number for attendant group calls
An attendant VDN can be assigned the QSIG CAS number which determines where attendant
group calls at a QSIG branch are processed. This allows local vectoring at a branch prior to
routing the calls to the main or elsewhere.

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 Attendant Vectoring

Auxiliary data for the following button assignments

In keeping with existing procedures, attendant VDNs is not denied as auxiliary button data for:
• Facility busy indication. Visual indication of busy or idle status for the associated
extension.
• Manual message waiting indication. Lights a message waiting lamp on the station
associated with the button.
• Manual signaling. Rings the station associated with the button.
• Remote message waiting indicator. Message waiting status lamp automatically lights
when a LWC message is stored in the system for the associated extension.

Attendant Vectoring and attendant VDNs

When Attendant Vectoring is administered and if an attendant VDN is assigned, attendant
group calls are intercepted and sent through vector processing. The attendant VDN can be
assigned on the Console Parameters screen if Tenant Partitioning is turned off or on the Tenant
screen if partitioning is turned on. If an attendant VDN is assigned, the call is redirected to the
VDN for vector processing. If a VDN is not assigned, the call is directed to the attendant group.
Attendant group calls can only be redirected to attendant VDNs.
Intercept attendant group calls
When calls are placed to the attendant group or become attendant group calls for the reasons
listed below, a check is made for an assigned attendant VDN. If an attendant VDN is assigned
and either the system is not in night service or the system is in night service and a night console
is available, the call is redirected to the VDN for subsequent vector processing. Otherwise, the
call is treated with typical attendant group procedures.
The following occurrences can cause a call to become an attendant group call:
• Listed Directory Number (LDN)
• Attendant group in coverage path
• Attendant control of trunk group access
• Calls forwarded to attendant group
• Controlled Restriction
• Dialed attendant access code
• DID/Tie/ISDN intercept treatment
• DID time-out due to Unanswered DID Call Timer expiration
• DID busy treatment
• Security Violation Notification (SVN)
• Multi frequency signaling with attendant group as terminating destination
• CDR buffer full with attendant group as Call Record Handling Option

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• Trunk incoming destination is attendant group

• Trunk group night service destination is attendant group
• Hunt group night service destination is attendant group
• Automatic Circuit Assurance (ACA) referral
• VDN routes to the attendant access code.
Vector override always applies to attendant VDNs.
Allow override
VDN override always applies to attendant VDNs.
To provide the most flexibility possible, there are no restrictions placed on the vector that is
assigned to a VDN. A non attendant vector can be assigned to an attendant VDN and an
attendant vector can be assigned to a non attendant VDN. Obviously, doing so is not
recommended. Assigning an attendant vector to a non attendant VDN severely restricts
processing for basic call vectoring since only limited vectoring commands are available in
attendant vectors. Assigning a non attendant vector to an attendant VDN also severely restricts
attendant vectoring since the attendant-specific commands are not available in basic call
vectoring. In addition, it removes basic call vectoring information from attendant VDNs. Also,
there are no restrictions in vector chaining between attendant and non attendant vectors (for
example, using the goto vector or route-to number commands).
Interflow between vectors
When calls interflow from one type of vector processing to another, the calls are removed from
the queue and treated as new calls to vectoring, not continuations of vectoring.
Tenant Partitioning assignments apply to attendant and non attendant VDNs. Therefore, care
must be taken that a VDN assignment on the Partitioning screen has a compatible TN number
assigned to the VDN. For example, tenant partition 1 can be assigned a VDN which belongs
to tenant partition 2 so long as partition 1’s permissions allow access to partition 2. However,
music source selection is based on the tenant partition where the VDN is assigned rather than
the partition to which the VDN belongs.
Music source
When music is to be provided for attendant vectored calls, the source that is assigned to the
tenant partition of the attendant seeking call is used rather than the source that is assigned to
the partition of the VDN.

Console Parameters screen example

When Attendant Vectoring is enabled, a field on the Console Parameters screen identifies the
assigned Attendant Vectoring VDN. The following examples show the Console Parameters
screens.
Console Parameters screen (Page 1)

change console-parameters Page 1 of 4

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 Attendant Vectoring

CONSOLE PARAMETERS
Attendant Group Name: OPERATOR
COS: 1 COR: 1
Calls in Queue Warning: 1 Attendant Lockout? y
Ext Alert Port (TAAS): 01A1216
CAS: none
Night Service Act. Ext.: 195
IAS (Branch)? n IAS Tie Trunk Group No.:
IAS Att. access Code: Alternate FRL Station:
Backup Alerting? y DID-LDN Only to LDN Night Ext? n

Attendant Vectoring VDN: 2000

Console Parameters screen (Page 2)

change console-parameters Page 2 of 4

CONSOLE PARAMETERS

TIMING
Time Reminder on Hold (sec): 30 Return Call Timeout (sec): 30
Time in Queue Warning (sec): 15

INCOMING CALL REMINDERS

No Answer Timeout (sec): 10 Alerting (sec): 10
Secondary Alert on Held Reminder Calls? y

ABBREVIATED DIALING
List1: List2: List3: system

COMMON SHARED EXTENSIONS

Starting Extension: 670 Count: 3

Console Parameters screen (Page 3)

change console-parameters Page 3 of 4

CONSOLE PARAMETERS

QUEUE PRIORITIES

Emergency Access: 1
Assistance Call: 2
CO Call: 2
DID to Attendant: 2
Tie Call: 2
Redirected DID Call: 2
Redirected Call: 2
Return Call: 2
Serial Call: 2
Individual Attendant Access: 2
Interpositional: 2
VIP Wakeup Reminder Call: 2
Miscellaneous Call: 2

Call-Type Ordering Within Priority Levels? n

Console Parameters screen (Page 4)

change console-parameters Page 4 of 4

CONSOLE PARAMETERS

ASSIGNED MEMBERS ( Installed attendant consoles )

Type Grp TN Type Grp TN

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1: principal 1 1 9:
2: 10:
3: 11:
4: 12:
5: 13:
6: 14:
7: 15:
8: 16:

Hunt group queue for Attendant Vectoring

If attendant vectoring results in putting a call in the hunt group queue, it is placed in the queue
with the indicated priority. To use this command, the hunt group must be vector controlled.

Night service
There is no additional Night Service functionality provided for Attendant Vectoring. Night
service routing can be provided using the existing night station service in conjunction with
Attendant Vectoring. All existing night service rules remain in place, for example, night console
service supersedes night station service, which supersedes TAAS. Attendant group calls are
not redirected to Attendant Vectoring when the system is in night service unless a night console
is available. Otherwise, the calls continue to be redirected to the applicable night service
processing. To achieve Attendant Vectoring for calls when the system is in night service without
a night console, the night station service extensions must be Attendant Vectoring VDN
extensions.

Redirecting calls to attendant VDNs

The following types of calls cannot be redirected to the attendant VDN.

Type of calls Description

Emergency These calls are still sent directly to the attendant group. However, an
Access attendant vectoring VDN can be assigned as the emergency access
redirection extension.
Attendant Return These calls are still sent to the original attendant if the original attendant
is available or will be placed into the attendant group queue if no
attendants are available.
Serial As with Attendant Return calls, Serial calls are still returned to the
original attendant if the original attendant is available and are placed
into the attendant queue if no attendants are available.
VIP Wakeup These reminder calls are still sent directly to the attendant group.
Call Park Timeout These calls result in a conference (caller, principal, and attendant) and
Call Vectoring does not allow conferenced calls to be vectored.

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 Attendant Vectoring

Type of calls Description

Call Transfer These calls are controlled by the attendant return call timer and are
Timeout processed as though the calls are attendant extended calls, in other
words, actual Attendant Return calls.

Restrictions for attendant and non attendant vectoring

No restrictions apply to attendant and non attendant vectoring. For example, an attendant VDN
can point to a non attendant vector and vice versa. The same is true for vector commands. For
example, an attendant VDN that points to an attendant vector can have a vector step that
routes to another non attendant VDN. In this case, the call is removed from the queue and
treated as though it just entered vector processing rather than as a continuation from one VDN
to another. The reverse is also true if a non attendant VDN is routed to an attendant VDN.

TN assignments
Just as TN assignment determines the attendant group to which calls are terminated, the TN
assignment also determines the VDN to which calls are redirected. If a VDN is administered,
attendant group calls are redirected to the VDN rather than the attendant group. If a VDN is
not assigned, calls terminate to the associated attendant group.
The selected TN for calls that are covered to an attendant group is the called user’s TN, not
the calling user’s TN. When Tenant Partitioning is not administered, the system can have only
one partition and attendant group. All attendant group calls are directed to attendant group 1.
The screen to administer TN associations is not accessible, so system-wide console
assignments apply. To follow the existing principals of this administration, the attendant
vectoring VDN assignment appears on the Console Parameters screen when partitioning is
turned off. When it is turned on, the field is removed from the console screen and the contents
are automatically copied to TN 1.

Vector screen example

The following example shows the Call Vector screen with the Attendant Vectoring field
enabled.
Call Vector screen

change vector xxx page 1 of 3

CALL VECTOR

Number: xxx Name: ___________________________

Multimedia? n
Attendant Vectoring? y
Meet-me Conf? y Lock? y
Basic? n EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n

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Prompting? n LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? n

01 ____________
02 ____________
03 ____________
04 ____________
05 ____________
06 ____________
07 ____________
08 ____________
09 ____________
10 ____________
11 ____________

The Attendant Vectoring field appears only when Attendant Vectoring is enabled on the
Customer Options screen. If either Basic Vectoring or Prompting are set to y, the Attendant
Vectoring field defaults to n. If Basic Vectoring, Prompting, and Enhanced Conference are not
enabled on the Customer Options screen, the Attendant Vectoring field defaults to y, and it
cannot be changed to n. When the Attendant Vectoring field on the Call Vector screen is set
to y, that vector is used as an attendant vector.
To associate VDNs and vectors for attendant vectoring, a field on the VDN and the call
vectoring screens indicates attendant vectoring. When attendant vectoring is indicated for
VDNs and vectors, all call center-associated fields (such as Skills and BSR) are not
displayed.

Holiday Vectoring
Holiday Vectoring simplifies vector writing for holidays. With Holiday Vectoring, you can route
calls or provide special handling for date-related calls on a regular basis. You can administer
as many as 999 different holiday tables and use the tables to make vectoring decisions. Each
table can have up to 15 dates or date ranges. You can administer the Holiday Vectoring
capabilities in advance to ensure seamless call routing during holidays when staffing reduces,
or when call centers close.
When vector processing encounters a goto xxx if holiday in table # step, vector processing
determines if the current date and time qualifies as a holiday in the specified table. The
information is then used to decide whether the goto condition is true or false and in turn to
decide whether to go to the given step or not. The date and time match is done at the time that
the call is in vector processing. The date and time match is similar to the match done in the
Time-of-Day (TOD) routing, which means that the system date and time is checked on the
Processor Port Network (PPN), rather than the local port network time on the Expansion Port
Network (EPN).
Holiday Vectoring is not limited to holiday use, but can also be applied to any date-related
special processing. For example, vectors can be modified or created to perform special
processing during a two-week television promotion or a semi-annual sale.

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 Holiday Vectoring

The Holiday Vectoring feature benefits administrators who have to administer as many as 30
bank holidays throughout the year. Holiday Vectoring streamlines vectoring tasks and ensures
seamless operation during holidays or special events.
Without Holiday Vectoring, call center administrators have to write special vectors for each
holiday or other special date related circumstance and ensure that the vectors are administered
at appropriate times. In some cases, administrators are required to go to work on holidays just
to administer vectors.

Administering Holiday Vectoring

About this task
To enable the Holiday Vectoring field you must first enable either Vectoring (Basic) or
Attendant Vectoring.
You can use up to 999 different holiday tables if you enable the Vectoring (3.0 Enhanced)
field. Otherwise, you can use up to 10 holiday tables.
On the Call Center pages of the System-Parameters Customer-Options screen, set the
Vectoring (Holidays) field to y.

Holiday Vectoring command set

Holiday Vectoring enables a set of commands that are used to create call vectors, which route
calls on holidays or days when special processing is required. The following table shows the
commands that are available for use in Holiday Vectoring.

Command category Action taken Command

Branching/programming Go to a vector step goto step
Go to a vector goto vector

Goto step command for Holiday Vectoring

Syntax and valid entries

Command Parameter Variables Condition Variables Description

name
Goto step <step #> if holiday in <table #> This command
1-99 table 1-999, directs the call to a
A-Z, AA-ZZ, specific vector step if
V1-V9 the conditions of the
call match a holiday

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Command Parameter Variables Condition Variables Description

name
that is in the
specified holiday
table.
if holiday This command
not in table directs the call to a
specific vector step if
the conditions of the
call do not match
any of the holidays
that are in the
specified holiday
table.

Goto vector command for holiday vectoring

Syntax and valid entries

Command Parameter Variables Condition Variables Description

name
Goto vector <vector #> if holiday in <table #> This command
1-8000 table 1-999, directs the call to
@ step 1– A-Z, AA-ZZ, a specific vector
99 V1-V9 if the conditions
of the call match
a holiday that is
in the specified
holiday table.
if holiday not This command
in table directs the call to
a specific vector
if the conditions
of the call do not
match any of the
holidays that are
in the specified
holiday table.

Holiday table command syntax

Syntax 1
change holiday-table x

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 Holiday Vectoring

This command allows you to change the entries in a holiday table. To create a new holiday
table, you must use the change command with a table number that is not in use. For example,
change holiday-table 9, where table 9 has not been used to define holidays.
Syntax 2
display holiday-table x
This command allows you to view the entries in the specified holiday table.
Syntax 3
list holiday-table
This command lists all of the holiday tables in use.
Syntax 4
list usage holiday-table x
This command lists all vector steps that refer to the selected holiday table.

Using the holiday table commands

About this task
After enabling Vectoring (Holidays) on the Customer Options screen, enter:
change holiday-table 1
On the Holiday Table screen, which is shown in the following example, enter the holiday
information.
Setting up a Holiday Table
change holiday-table 1 page 1 of 1
HOLIDAY TABLE
Number: 1 Name: Bank Holidays
START END
Month Day Hour Min Month Day Hour Min Description
12 24 00 00 12 31 23 59 Christmas
01 01 00 00 01 02 06 00 New Year’s Day

Note:
When using a range of dates, the end date must be greater than the start date. Ranges must
be within one calendar year. There are two entries in the example, one for each calendar
year.
The Holiday Table screen can be used to enter individual holidays or holiday ranges. The
following rules apply for entering dates on this screen:
Procedure

1. If a day is entered, the corresponding month must be entered.

2. If a month is entered, the corresponding day must be entered.

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3. If an hour is entered, the corresponding minute must be entered.

4. If a minute is entered, the corresponding hour must be entered.
5. If an hour and minute is entered, the corresponding month and day must be
entered.
6. If a month and day is entered, the corresponding hour and minute is not required.
7. If an end month and day is entered, the corresponding start month and day must
be entered.
8. If a start month and day is entered, the corresponding end month and day is not
required.
9. To enter an individual holiday, enter a start month and day, but do not enter an end
month and day.
10. To enter a holiday range, enter both a start month and day and an end month and
day.
11. The start month, day, hour, and minute must be less than or equal to the end month,
day, hour, minute.
12. The description field is alphanumeric.

Result
After creating a holiday table, use the display holiday-table command to view the
entries. To list all of the holiday tables, use the list holiday-table command, as shown
in the following example.
Listing Holiday Tables
list holiday-table
HOLIDAY TABLES

Table Number Name

01 Business Holidays
02 Annual Promotion Dates
03 Summer Special
04
05
06
07
08
09
10

Changing vector processing for holidays

About this task
You must add or change vector processing for the administered holiday tables.

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 Holiday Vectoring

On the command line, enter change vector x (where x is the vector number). The Call Vector
screen appears with editable fields. Customers can enter a new goto conditional for the
holidays.
When you set the Holiday Vectoring field to y, a field on the Call Vector screen identifies if
the vector on which you are currently working is a holiday vectoring vector, as shown in the
following example.
change vector x page 1 of 3

CALL VECTOR

Number: xxx Name: ___________________________

Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? y
Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y

01 ____________
02 ____________
03 ____________
04 ____________
05 ____________
06 ____________
07 ____________
08 ____________
09 ____________
10 ____________
11 ____________

The Vectoring (Holiday) field is a display-only field and appears only when you set the Holiday
Vectoring field on the Customer Options screen to y. If either Vectoring (Basic) or Attendant
Vectoring are set to y, the Vectoring (Holiday ) field can be set to y.
The following examples use the goto command to route calls during holidays.
Example 1
change vector 1 Page 1 of 3
CALL VECTOR

Number: 1 Name: In Germany

Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? y
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? y

01 goto vector 2 if holiday in table 1

02 route-to number 123456789 with cov n if unconditionally
03
04
05
06
07
08
09
10
11

Example 2
change vector 3 Page 1 of 3
CALL VECTOR

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Number: 3 Name: In Ireland

Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? y
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? y

01 goto step 2 if holiday in table 2

02 route-to number 45678 with cov n if unconditionally
03 stop
04 announcement 2721
05
06
07
08
09
10
11

After you have assigned holiday tables to several vectors, you can use the list usage
holiday-table command to view which vectors and vector steps are using the selected
holiday table.
list usage holiday-table x
LIST USAGE REPORT

Used By
Vector Vector Number 1 Step 1
Vector Vector Number 3 Step 1

Holiday Vectoring considerations

• Administration of holiday tables is supported only on Communication Manager and cannot
be changed using adjunct vectoring tools.
• Holiday vectoring is only available when you enable Vectoring (Basic) or Attendant
Vectoring.
• There is no procedure to validate consistency among the 15 holidays in any table. If the
same holiday is entered twice, the system stops checking after the first found entry.
• Date range overlapping is common for holidays that are in ranges of dates. When a call
is in vector processing, holidays are checked from top to bottom on the table and the
check stops if a match is found. Even though there can be multiple matching entries, the
check stops at the first match.
• There is a validation that the day of the month that is entered is valid with the given month.
Specifically, if the month is April, June, September, or November, then the date must be
a number between 1 and 30. If the month is January, March, May, July, August, October,
or December, then the date can be a number between 1 and 31. If the month is February,
a the date can be any number between 1 and 29.

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 Meet-me Conference

Note:
The year is not checked in holiday vector processing. This allows the same holidays
to be used year-to-year when the holiday is on a fixed date. For holidays where the
date changes from year-to-year, you must re-administer the holiday tables.
• When disabling the Holiday Vectoring feature, that is, changing the value of the Vectoring
(Holidays) field from y to n on the System-Parameters Customer-Options screen, the
vectors are checked for any goto if holiday steps. If any such steps are found, an
error message is displayed and the change is not allowed. You must remove the vector
steps first before you disable the Holiday Vectoring.
• You can use the Use VDN Time Zone For Holiday Vectoring field on the Vector Directory
Number (VDN) screen that is active for the call so that vector processing uses the VDN
time zone specified when applying holiday vectoring if the field is set to y, otherwise vector
processing uses the system time.

Meet-me Conference
The Meet-me Conference feature allows you to set up a dial-in conference of up to six parties.
The Meet-me Conference feature uses Call Vectoring to process the setup of the conference
call.
Meet-me Conference can be optionally assigned to require an access code. If an access code
is assigned, and if the vector is programmed to expect an access code, each user dialing in
to the conference call must enter the correct access code to be added to the call.
The Meet-me Conference extension can be dialed by any internal or remote access users, and
by external parties if the extension number is part of the customer’s DID block.

Meet-me Conference command set

The following table lists the commands associated with Meet-me Conference.

Command Action taken Command

category
Information Collect information from the calling collect digits
collection party.
Treatment Play an announcement. announcement
Play a busy tone and stop vector busy
processing.
Disconnect the call. disconnect

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Command Action taken Command

category
Delay with audible feedback of silence, wait-time
ringback, system music, or alternate
audio or music source.
Routing Route to the appropriate meet-me route-to
conference and stop vector processing.
Branching or Go to a vector step. goto step
programming
Go to another vector. goto vector
Stop vector processing. stop

Information collection commands

collect command
Syntax
collect 6 digits after announcement <extension>
When the Meet-me Conf field is set to y, the collect vector step has been modified to collect
the next six digits and use those digits as the access code for a Meet-me Conference call.
Though not required, the digits can be collected after a recorded announcement.

Treatment commands
announcement command usage for Meet-me Conference
Syntax
announcement <extension>
The usage for the announcement command is the same as in Basic Call Vectoring. For details
on using this command, see the Basic Call Vectoring section.
busy command usage for Meet-me Conference
Syntax
busy
The usage for the busy command is the same as in Basic Call Vectoring. For details on using
this command, see the Basic Call Vectoring section.
disconnect command usage for Meet-me Conference
Syntax
disconnect after announcement <extension>
The usage for the disconnect command is the same as in Basic Call Vectoring. For details
on using this command, see the Basic Call Vectoring section.

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 Meet-me Conference

wait-time command usage for Meet-me Conference

Syntax
wait-time <time> secs hearing <silence, ringback, music>
The usage for the wait-time command is the same as in Basic Call Vectoring.

Routing commands
The following section details the syntax that can be used for this command and any information
that is specific to the Meet-me Conference feature.
route-to meetme command
Syntax
route-to meetme
The route-to vector step uses the condition meetme only for the Meet-me Conference feature.
When successful, this condition adds the caller to the Meet-me Conference call and all parties
on the call hear an entry tone to signify that another caller has joined the conference. This
condition is valid when the caller has entered the correct access code and there are not already
six parties on the call.
If the route to meetme step ever fails, vector processing stops and the caller hears busy
tone.

Branching/programming commands for Meet-me Conference

Meet-me Conference uses several branching/ programming commands, including:
• goto step
• stop
The following sections detail the syntax that can be used for these commands and any
information that is specific to their use in Attendant Vectoring.
goto step command for Meet-me Conference
Syntax 1
goto step <step #> if meet-me-idle
Syntax 2
goto step <step #> if meet-me-full
The goto step vector step has two conditions used for the Meet-me Conference feature:
• meet-me-idle
• meet-me-full

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The meet-me-idle condition routes the first caller accessing a Meet-me Conference to the
conference call. An announcement step informs the caller that the caller is the first party to
access the call.
The meet-me-full condition is used when the Meet-me Conference already has the maximum
of six parties on the call.
Syntax 3
goto step <step #> if digits = meet-me-access
The goto step vector step supports the option, meet-me access, for the digits condition to verify
that the access code is valid. If the access code entered by the caller equals the access code
administered for the VDN, vector processing continues.
stop command for Meet-me Conference
The use of the stop command is the same as in Basic Call Vectoring. For details on using this
command, see the Basic Call Vectoring section.

Activating Meet-me Conference

About this task
Meet-me Conference is available for all Communication Manager releases that support Avaya
Avaya Call Center R11 or later.
To enable the Meet-me Conference feature:
Procedure
1. Set the G3 Version field on the System-Parameters Customer-Options screen to
V11 or later.
2. Set the Enhanced Conferencing field on the System-Parameters Customer-
Options screen to y.
Enhanced Conferencing has an Right-to-Use (RTU) cost and must be enabled
through the License File process.

Creating a Meet-me Conference VDN

About this task
To create a Meet-me Conference VDN (using example VDN 36090):
Procedure
1. Enter the add vdn 36090. The following VDN screen appears:
add vdn 36090 Page 1 of 3 SPE A
VECTOR DIRECTORY NUMBER

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 Meet-me Conference

Extension: 36090
Name: Enhanced Conf. Meet-me VDN
Vector Number: 90

Meet-me Conferencing? y

2. Enter a name, a vector number, and enter y in the Meet-me Conferencing field.
3. Press NEXTPAGE to display page 2.
The system displays page 2 of the VDN screen:
add vdn 36090 Page 2 of 3 SPE A
VECTOR DIRECTORY NUMBER

MEET-ME CONFERENCE PARAMETERS

Conference Access Code: 937821
Conference Controller: 80378
Conference Type: 6-party
Route-to Number:

4. Enter a conference access code.

If you do not want an access code, leave the field blank. Once an access code is
assigned, an asterisk displays in this field for subsequent change, display, or
remove operations by all users except the “init” super user login.

Security alert:
Always assign an access code to a Meet-me Conference VDN.
5. Enter a conference controller extension.
If an extension number is entered, a user at that extension can change the access
code for the Meet-me Conference VDN using a feature access code. If this field is
blank, only a station user that is assigned with console permissions can change the
access code for the Meet-me Conference VDN using a feature access code. In
addition, remote access users can change a Meet-me Conference access code
using the feature access code.
6. Enter the conference type.
This field can have the following values:
• 6-party - Enter this value to administer a regular 6-party conference. This value
is the default.
• expanded - Enter this value to administer up to a 300-party conference.
7. If you set the Conference Type field to expanded, use the Route-to Number field
to administer the ARS/AAR Feature Access Code, the routing digits, and the
conference ID digits for the VDN.
8. Press Enter to submit the VDN.

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Creating a Meet-me Conference vector

About this task
To create a Meet-me Conference vector (using example vector number 90):
Procedure

1. Enter:
change vector 90
The system displays the CALL VECTOR screen.
2. Enter y in the Meet-me Conf field.
This designates the vector as a Meet-me Conference vector.
3. Create a vector as shown in the following example:

change vector 90 Page 1 of 3 SPE A

CALL VECTOR

Number: 90 Name: Meet-me Vec

Multimedia? n Attendant Vectoring? n Meet-me Conf? y Lock? y
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing?
n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? n

01 collect 6 digits after announcement 12340

02 goto step 6 if digits = meet-me-access
03 collect 6 digits after announcement 12341
04 goto step 6 if digits = meet-me-access
05 disconnect after announcement 12342
06 goto step 11 if meet-me-idle
07 goto step 14 if meet-me-full
08 announcement 12343
09 route-to meetme
10 stop
11 announcement 12344

change vector 90 Page 2 of 3 SPE A

CALL VECTOR

12 route-to meetme
13 stop
14 disconnect after announcement 12345
15 stop
16
17
18
19
20
21
22

4. Press ENTER to submit the vector.

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 Meet-me Conference

Meet-me Conference interactions

Both Attendant Vectoring and Meet-me Conference cannot be enabled at the same time.
If Enhanced Conferencing is enabled, but no other vectoring customer options are enabled,
only Meet-me Conference vectors can be assigned.
A non Meet-me Conference vector cannot be assigned to a Meet-me Conference VDN and a
Meet-me Conference vector cannot be assigned to a non Meet-me Conference VDN.
There will be no restrictions in vector chaining between Meet-me Conference and non Meet-
me Conference vectors (for example, using the goto vector or route-to number
commands. When calls interflow from one type of vector processing to another, the calls will
be removed from any queue and treated as new calls to vectoring, not a continuation of
vectoring.

Call Detail Recording

As parties join a Meet-me Conference, a call record is created if required by system
administration. In the call record, the called party is the Meet-me Conference VDN number and
the duration is the length of time that the party is included in the call. An individual record for
each party is generated when the party drops from the call. One option that records all calls
to Meet-me Conference VDNs is to activate the Intra-switch CDR feature and populate all the
Meet-me Conference VDN numbers in the system.
If Intra-switch CDR is used with the Meet-me Conference VDNs, the condition code must be
set to C for all call records as is done with traditional conference calls when Intra-switch CDR
is active.
If Intra-switch CDR is not enabled for Meet-me Conference VDNs, the creation and contents
of call records depends on the trunk group translations for external callers to the Meet-me
Conference. For internal callers to the Meet-me Conference, no record is generated if the Intra-
switch CDR feature is not active for either the Meet-me Conference VDN or the calling
extension.

Changing vector types

To change a Meet-me Conference vector to a non Meet-me Conference vector and vice versa,
you must first remove all vector steps. If either of the conditions exist, a warning message
displays stating the VDNs currently assigned to the vector is not operating as expected. The
next time you try to submit a change to the Meet-me Conference VDN, you have to assign the
VDN to a Meet-me Conference vector.

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Direct Inward Dialing

If the VDN extension is part of the customer DID block, external users can access the
conference VDN. If the VDN extension is not part of the customer DID block, only internal
callers on the customer network, including DCS or QSIG, or remote access callers can access
the conference VDN.

Disabling Enhanced Conferencing

If Meet-me Conference VDNs are assigned when disabling the Enhanced Conferencing field,
the change is not allowed and the message, “Must first remove all Meet-me Conf VDNs and
vectors ” appears. You must remove the VDNs and vectors before you set the Enhanced
Conferencing field to n.

Removing stations
A station that is administered as a controlling station for a Meet-me Conference VDN cannot
be removed without first removing the assignment on the VDN. The following message
displays:
Must first remove as conference controller on VDN form.

Meet-me Conference capacity issues

Meet-me Conference calls count towards the maximum number of 3-way and 6-way
conference calls.
Users cannot add more parties to a conference call once the system maximum is reached.
For Category A, the number of Meet-me Conference VDNs is a subset of the total number of
VDNs allowed in the system.
For Category B, the total number of VDNs and vectors is doubled from the normal limit if both
Call Vectoring and Enhanced Conferencing are enabled. However, the maximum number of
VDNs and vectors available for call center applications is unchanged.

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Meet-me Conference call processing scenario

Joe Davis has a sales review scheduled with four associates located in different cities. He has
reserved Meet-me Conference telephone number 865-253-6090. In switch administration, this
number has been assigned to vector 90. See the following screen.

add vdn 36090 Page 1 of 3 SPE A

VECTOR DIRECTORY NUMBER

Extension: 36090
Name: Meet-me VDN Vector Number: 90

Meet-me Conference? y

VDN 36090 is administered with an access code of 835944.

When each associate calls the Meet-me Conference telephone number, the following vector
processing occurs:

change vector 90 Page 1 of 3 SPE A

CALL VECTOR

Number: 90 Name: Meet-me Vec

Attendant Vectoring? n Meet-me Conf? y Lock? y
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? n

01 collect 6 digits after announcement 12340

02 goto step 6 if digits = meet-me-access
03 collect 6 digits after announcement 12341
04 goto step 6 if digits = meet-me-access
05 disconnect after announcement 12342
06 goto step 11 if meet-me-idle
07 goto step 14 if meet-me-full
08 announcement 12343
09 route-to meetme
10 stop
11 announcement 12344
change vector 90 Page 2 of 3 SPE A
CALL VECTOR
12 route-to meetme
13 stop
14 disconnect after announcement 12345
15 stop
16
17
18
19
20
21
22

Each caller hears announcement 12340, which says something similar to “Welcome to the
Meet-me Conferencing service. Enter your conference access code.” Each caller enters the
access code 835944.

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The collect vector step 1 collects the access code digits. If the access code is valid, vector
processing continues with vector step 6. If the access code is invalid, vector processing
continues with vector step 3, which plays announcement 12341. Announcement 12341 says
something similar to “This access code is invalid. Please enter the access code again.” If the
caller enters the wrong access code again, vector processing continues with vector step 5,
which plays announcement 12342. Announcement 12342 says something similar to “This
access code is invalid. Please contact the conference call coordinator to make sure you have
the correct conference telephone number and access code. Goodbye.”
Vector step 6 is only valid for the first caller into the Meet-me Conference. The meet-me-idle
condition routes the first caller to announcement 12344 (vector step 11). The recorded
announcement says something similar to, “You are the first party to join the call.” The caller is
then routed to the Meet-me Conference call by vector step 12 and vector processing stops.
Vector step 7 is used when the Meet-me Conference already has the maximum of six parties
on the call. The meet-me-full condition disconnects the caller after playing announcement
12345 (vector step 14). The recorded announcement says something similar to, “This Meet-
me Conference is filled to capacity. Please contact the conference call coordinator for
assistance. Goodbye.”
If a caller enters the correct access code, is not the first caller, and the conference call is not
full, vector processing continues with vector step 8, which plays announcement 12343. The
announcement says something similar to “Your conference call is already in progress.” The
caller is then routed to the Meet-me Conference call by vector step 9 and vector processing
stops. As each caller enters the conference call, all parties on the call hear an entry tone.
When the conference call is over and callers drop out of the conference call, any remaining
parties on the call hear an exit tone.

Network Call Redirection

Network Call Redirection (NCR) provides an Avaya Communication Manager call routing
method between sites on a public network or a Virtual Private Network (VPN) reducing trunking
costs. Cost reductions are particularly valuable in enterprises or multi-site call center
environments where trunk costs are high.
Public Switch Telephony Networks (PSTNs) or VPNs manage call redirection when an
incoming call arrives at an Avaya Communication Manager that has the NCR feature enabled.
As a result, trunks that the server normally retains to accomplish a necessary trunk-to-trunk
transfer are released after call redirection takes place.
Cost reductions associated with reduced trunk use can be significant, particularly when you
implement Avaya virtual routing features such as Best Service Routing (BSR) with Expected
Wait Time (EWT). You can achieve cost savings by using fewer trunks to handle the same
number of incoming or outgoing calls after implementing NCR within the local Communication
Manager.

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NCR options supported by PSTNs

This section describes the various NCR redirection options that are supported by Public
Switched Telephone Networks (PSTNs). All of the NCR protocols described in this section
support Information Forwarding using UUI transport to the redirected-to location over the PSTN
or VPN network.

Protocols not supported by NCR

The PSTN call-redirection protocols that are currently available but are not supported by the
NCR feature include the following:
• AT&T 4ESS Out-of-Band Transfer and Connect
• Nortel RLT

NCT-type feature operations

A key advantage of NCT-type protocols invoked by call vectoring or by manual station call-
transfer or call-conference/release operations is that the redirecting server retains control over
the call and can continue to use a trunk-to-trunk connection if the PSTN switch does not accept
the request to merge B-channels for both legs of the call. If the PSTN switch returns a failure
message to the PSTN, the originating server maintains a trunk-to-trunk connection for the call.
For vector call processing, NCR call processing still treats the NCR attempt to be successful,
but the following outcomes occur:
• A vector event is logged to indicate that the NCT operation as attempted with the PSTN
failed.
• If Avaya CMS is used to track incoming calls to an externally measured VDN, the call is
not counted as deflected.
For NCR invocation by call vectoring, the local Avaya Communication Manager sets up the
second leg of the call, waits for the second site to be connected, and then requests the PSTN
or VPN switch to merge the first leg of the call with the second leg. If this request is accepted,
the PSTN or VPN switch joins the original caller to the redirected-to endpoint, sends a success
message back to the redirecting server and then drops both legs of the call at the redirecting
server.
For NCR NCT or TBCT invocation by a station, ACD agent, VRU, or CTI-controlled call doing
a call-transfer or call-conference/release operation, if the second leg of the call is set up over
an outgoing trunk in the same signaling group as the incoming call, then call-redirection takes
place when the call-transfer or call-conference/release occurs. For the NCR ISDN ETSI ECT

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protocol, the call redirection will take place when the outgoing trunk B-channel either has the
same or a different D-channel than the incoming call.

Specific NCT-type protocols

Specific NCT-type protocols include the following protocols:
MCI Network Call Transfer over ISDN PRI
Network Call Redirection and PSTN switch operations associated with the MCI NCT protocol
are consistent with those described in “About NCT-type feature operations”.
MCI Network Call Redirection/Network Call Transfer is compliant with ANSI Explicit Network
Call Transfer (ENCT) T1.643 (1995), the MCI Nortel variant of ANSI ECT (1995).

Note:
MCI NCT is offered in the United States by MCI for their Nortel DMS-250 and Alcatel
DEX-600 PSTN switches.
Two B-Channel Transfer (TBCT) over ISDN PRI
Network Call Redirection and PSTN switch operations associated with the TBCT protocol are
consistent with those described in “About NCT-type feature operations”.
The Network Call Redirection/Telcordia Two B-Channel Transfer (TBCT) protocol is compliant
with the Telcordia Two B-Channel Transfer and ANSI Explicit Call Transfer (1998) standards.
For more information, see any of the following:
• Telcordia GR-2865-CORE
• ANSI T1.643 (1998)
• Lucent 99-5E-7268

Note:
TBCT is offered in the U.S. by AT&T for their DMS-100 PSTN switches configured with the
NI2 network protocol. TBCT is offered in Canada by Bell/Canada for their DMS-100 PSTN
switches; and by AT&T/Canada, for their DMS-500 PSTN switches.
ETSI Explicit Call Transfer
Network Call Redirection and PSTN switch operations associated with the European
Telecommunications Standard Institute (ETSI) Explicit Call Transfer (ECT) protocol are
consistent with those described in “About NCT-type feature operations”.
The Network Call Redirection/ETSI Explicit Call Transfer protocol is compliant with ETSI
standard EN 300 369-1.

Note:
ETSI ECT is offered in Europe by France Telecom and other in-country PSTN service
providers for their Ericsson AXE-10 PSTN switches. ETSI ECT is offered in the United
Kingdom by MCI for their DMS-100 PSTN switches.

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Selection of outbound call leg for NCT-type NCR protocols

For the MCI NCT and Telcordia TBCT NCR protocols, the PSTN switch requires that the
outbound call leg of a redirected PRI call is in the same trunk group and has the same Direct
Access Line (DAL) D-channel as the inbound call. For vector-initiated invocation of the NCR
feature by either a BSR queue-to best or route-to number vector step, the Avaya
Communication Manager enforces this requirement by automatically selecting an outbound B-
channel that has the same signaling group as the incoming call’s D-channel. This results in
sending the NCR invocation request on the same D-channel used for the first call leg’s
associated signaling or for the same associated D-channel when the Non-Facility Associated
Signaling (NFAS) D-channel backup configuration is used.
For the ETSI ECT NCR protocol, there is no restriction that the outbound PRI call leg must
have the same Direct Access Line (DAL) D-channel used for the first call leg’s associated
signaling. If the PRI trunk group has more than one associated D-channel, NCR processing
sets up the second call leg for call redirection using any B-channel in the trunk group
independent of its associated D-channel.

Network Call Deflection (NCD)

The Network Call Deflection (NCD) operation by a PSTN switch can occur only if the incoming
call to the Avaya Communication Manager is not answered (that is, an ISDN CONNECT
message is not sent to the PSTN switch from the incoming server).
The NCR NCD feature is compliant with ETSI Supplementary Services Network Call Deflection
ETS 300 207-1 (partial call rerouting in the public network).

Important:
Some call vectoring commands cause CONNECT messages to be sent to the PSTN switch.
If call vectoring methods are used to implement NCR and the PSTN switch supports the
NCD protocol, call vectors used to invoke NCR must not include any of the following vector
commands:
announcement
collect x digits
converse-on split/skill
wait hearing music
wait hearing (announcement extension) then (continue, music, ringback
or silence)

When the Avaya server invokes the NCD feature, the PSTN switch sets up the second leg of
the call instead of the redirecting Avaya Communication Manager. There are two PSTN options
for NCD specified by the ETSI standards: retain call until alerting/connect and clear call upon

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invocation. The clear call upon invocation option is commonly referred to as a partial call
reroute.
When the clear call on invocation option is used, a successful NCR/NCD attempt is indicated
when the PSTN or VPN switch has validated the NCR request and sends a call reroute return
DISCONNECT message to the originating server. In this case, the server loses control of the
call after it is transferred to the PSTN or VPN redirection endpoint, and no alternate transfer
method is possible if the PSTN or VPN switch fails to transfer the call to the second location.
The retain call until alerting/connect option is not available because there are presently no
known PTSN or VPN offers with this protocol. With this option, the PSTN or VPN switch sets
up the second leg of the call, waits until an ALERTING message is received, and then sends
a call reroute return FACILITY message followed by a DISCONNECT message to the
originating server. In this case, if the second leg of the call fails, the server can redirect the call
with a trunk-to-trunk connection so that the call is not lost.
NCD is offered in Europe by British Telecom for their Marconi/Plessey System X and Ericsson
AXE10 PSTN switches; and by Deutsche Telecom for their Siemens EWSD and Alcatel S12
PSTN switches. NCD is offered in Australia by Telstra for their Alcatel S12 PSTN switches.

AT&T In-Band Transfer Connect service

This section describes PSTN redirection operations associated with the AT&T In-Band
SM
Transfer Connect service. Details of the service are described in “AT&T Technical Reference
50075” on the AT&T Web site.
SM
NCR provides Information Forwarding support for the AT&T In-Band Transfer Connect
network service ISDN D-channel data-forwarding capability. The Information Forwarding
feature forwards the UUI that is associated with the call to the redirected-to location. When
SM
Call Vectoring and AT&T In-Band Transfer Connect are used to transfer a call and NCR is
enabled for the system, the disconnect vector step causes UUI IE information to be inserted
into the ISDN DISCONNECT message generated by a successful AT&T In-Band Transfer
Connect operation.

Note:
For information on NCR administration and other administration measures that are required
SM
when the AT&T In-Band Transfer Connect service is used, see “Administering NCR with
AT&T In-Band Transfer Connect” in the Administering Avaya Aura ® Call Center Elite
Features document.
SM
AT&T In-Band Transfer Connect operations can be initiated by Call Vectoring after performing
the following administration steps:

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1. Administering a route-to number vector step with an announcement extension,

where the associated announcement is recorded with Dial Tone Multi-Frequency
(DTMF) tones that include a *T followed by a PSTN endpoint number.
2. Administering a BSR location VDN Interflow field on the BSR Application Plan
screen as an announcement extension, where the associated announcement is
recorded with DTMF tones that include a *T followed by a PSTN endpoint
number.
3. Administering a BSR location VDN Interflow field on the BSR Application Plan
screen as a local switch VDN number associated with a vector that contains an
announcement step, where the associated announcement is recorded with DTMF
tones that include a *T followed by a PSTN endpoint number.
When the route-to number vector in action 1 is executed or when a queue-to best
vector step is executed and the BSR location described in action 2 or action 3 is selected as
SM
the BSR best location for call interflow, the AT&T In-Band Transfer Connect operation
succeeds, but no UUI IE information is sent to the redirected-to PSTN endpoint by
Communication Manager. However, for step 3, NCR can be administered for use with the AT&T
SM
In-Band Transfer Connect service and a disconnect hearing announcement none
vector added after the announcement step such that UUI information associated with the call
is passed to the routed-to endpoint when the call redirection is completed. This UUI information
can be used in agent screen pop-ups at the redirected-to PSTN endpoint where the call is
interflowed.
BSR call flow resulting in AT&T In-Band Transfer Connect UUI IE
A typical BSR call flow that results in the UUI IE being inserted in the ISDN DISCONNECT
message during a successful AT&T In-Band Transfer Connect operation is as follows:
1. A PRI call from the PSTN switch arrives at the local Avaya Communication Manager
and is routed to a VDN that uses a vector to do subsequent BSR vector
processing.
2. The BSR polling vector steps on the local server receive status information from
various local skills and remote BSR locations, and identifies a remote call center
site as the BSR best location.
3. Call control passes to the interflow VDN selected as the BSR best location specified
on the Best Service Routing Application Plan screen.
For information on administering a BSR application plan, see “Call Vectoring
methods used with AT&T In-Band Transfer Connect service” in the Administering
Avaya Aura ® Call Center Elite Features document.

Important:
The Net Redir field in the BSR application plan for the remote location must be
set to n.

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4. The vector associated with the interflow VDN for the BSR best location includes the
following:
• An announcement vector step that specifies an extension for which a special
sequence of DTMF digits has been recorded. The recorded DTMF digits return
in-band information about the redirected-to endpoint back to the PSTN. The
DTMF digits provided in the announcement are entered from a Touch-tone
keypad with the following format:
*T + PSTN number
T corresponds to the number 8 button on a DTMF keypad and the PSTN
number represents the PSTN endpoint number where the call is redirected.

Note:
The phone equipment required to create the announcement is described in
“About setting up DTMF announcements for the AT&T In-Band Transfer
Connect service” in the Administering Avaya Aura ® Call Center Elite
Features document.
• A wait-time hearing silence step providing a brief interval to allow
sufficient time for the PSTN switch to process the DTMF digits.
• A disconnect after announcement none vector step. This vector step
sends an ISDN DISCONNECT message that includes a UUI IE. The UUI IE
contains the Avaya Information Forwarding for the call that is sent to the PSTN
switch.
5. The PSTN switch makes the connection to the specified redirected-to endpoint and
releases the B-channel connection with Communication Manager.

NCR implementation methods

NCR operations by Call Vectoring method

Note:
SM
The following description does not apply when the AT&T In-Band Transfer and Connect
service is used with NCR.
1. The PSTN switch sends an incoming ISDN call to Communication Manager, where
the call enters vector processing.
2. One of the following occurs:
• If the Communication Manager trunk group and PSTN or VPN switch are
configured to use an NCT-type redirection protocol, the redirecting
Communication Manager returns an ISDN CONNECT message to the PSTN

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 Network Call Redirection

switch. Any of the following vector commands can be used to return the
message:
- announcement
- collect x digits
- converse-on split
- wait hearing music
- wait hearing (announcement extension) then (“continue”, “music”,
“ringback” or “silence”)

Note:
If the redirecting Communication Manager does not execute one of the listed
vector steps, a CONNECT message is automatically returned to the PSTN
switch.
• If the server trunk group and PSTN or VPN switch are configured to use the
NCD redirection protocol, a CONNECT message is not sent to the PSTN
switch. Therefore, when the NCD protocol is applied, none of the listed vector
commands are included in call vectors that implement NCR.
3. Call processing proceeds to either a route-to number ~r or to a BSR queue-
to best vector step. Depending on which type of redirection is administered for
the incoming trunk group, either NCT-type or NCD processes are initiated. In either
case, a FACILITY message is sent to the public network over the D-channel
associated with the incoming trunk to invoke redirection of the call.

Note:
The following items pertain to the PSTN or VPN endpoint number and to the
receiving vector for the interflow location.
4. The PSTN or VPN switch indicates redirection success or failure consistent with the
protocol-specific operations described in NCR options supported by PSTNs. An
unsuccessful NCR attempt results in one of the following outcomes:
• If an NCT-type protocol is used, the redirecting Communication Manager
establishes a trunk-to-trunk connection.
• If the NCD protocol is used and the Avaya DEFINITY version is earlier than
load 37 of Release 10, vector processing continues to the next vector step that
follows the queue-to best vector step without any best local BSR call
treatment.
• If the NCD protocol is used, the call can be redirected to the best location by
means of a trunk-to-trunk connection. However, the ability of the originating
server to establish such a trunk-to-trunk connection depends on the specific
features of the NCD protocol in use.

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Using BSR queue-to best vector step to activate NCR

NCR is especially useful for multi-site call center operations in which the Best Service Routing
feature is enabled, since the number of PRI B-channels needed for call interflows is reduced.
The queue-to best vector step can be used to interflow ISDN calls between Communication
Managers over the PSTN. This method provides the best approach for balancing loads across
a multi-site environment and is more cost effective and accurate than pre-delivery routers. For
more information about BSR, see Best Service Routing (BSR).
NCR is activated by the queue-to best vector step when the BSR feature determines a
BSR location is the best BSR location and that location is administered with the Net Redir?
option set to y on the BSR Application Table screen. Note that the administered Interflow VDN
field on the Best Service Routing Application screen must be a PSTN or VPN endpoint number
without a trunk/ARS/AAR access codes included. For some PSTN switch dialing plans, the
long-distance access code (for example, a “1” in the United States) must be prefixed to the
PSTN number for the call to be succesfully routed by he PSTN switch.
As shown in the following example, the Best Service Routing Application Plan screen must
include locations that have the Net Redir? field set to y.

BEST SERVICE ROUTING APPLICATION

Number: 1 Name: Maximum Suppression Time: 60 Lock? y

Num Location Name Switch Node Status Poll VDN Interflow VDN Net Redir?
1 Omaha 95552011 3035551211 y
2 Paris 95552022 18005551234 y
3 Sydney 95552033 18665553456 y

An appropriate vector is then used to identify a BSR best location and NCR is activated by the
queue-to-best vector step.

wait 2 seconds hearing ringback

consider skill 1 pri l adjust-by 0
consider location 1 adjust-by 20
consider location 2 adjust-by 40
consider location 3 adjust-by 20
queue-to best

Using route-to number ~r vector step to activate NCR

This method can be used to invoke NCR when a route-to number vector step that specifies
a number that begins with the ~r character. This method can be used to invoke NCR with or
without the LAIoption set to y or with Attendant Call Vectoring active.

Note that the administered route-to number vector step number field must be a PSTN or VPN
endpoint number without a trunk/ARS/AAR access codes included. For some PSTN or VPN
switch dialing plans, the long-distance access code (for example, a “1” in the United States)

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must be prefixed to the number for the call to be succesfully routed by the PSTN or VPN
switch.
Example route-to number ~r vectors: The following examples show vectors that include
route-to number commands to activate NCR, either with or without use of the Attendant
vectoring feature.

wait 0 seconds hearing ringback

goto step 4 if skill oldest-call < 30 secs
route-to number ~r13035403001
queue-to skill 35 priority m
...

goto step 6 if time-of-day is all 17:00 to 09:00

wait 0 seconds hearing ringback
queue-to attd-group
wait 999 secs hearing music
stop
route-to number ~r13035551002

Using vector/VDN variables with route-to number ~r to activate NCR

The number field of the route-to number ~r vector command can be administered with
a global vector variable A-Z or AA-ZZ instead of a PSTN endpoint number after the leading ~r
characters. The number field of the route-to number ~r vector command can also be
administered with a VDN variable V1-V9 instead of a PSTN endpoint number after the leading
~r characters.
An example of using the route-to number ~r vector command with a vector variable in
the number field is shown in the following example. For this example, it is required in the
Variables for Vectors screen that the following administration is done:
• Vector variable A is defined as of type collect for digit-buffer and L for local
• Vector variable T as of type tod to contain the current system clock time-of-day value

1. goto step 5 if T < 0700 [if time-of-day is less than 7:00 a.m., set up NCR
call-redirection to out of hours PSTN endpoint]
2. goto step 5 if T > 1800 [if time-of-day is after 6:00 p.m., set up NCR
call-redirection to out of hours PSTN endpoint]
3. set A = none CATR 18005555555 [set digit-buffer to in-office
hours PSTN endpoint number]
4. goto step 6 if unconditionally [jump to step 6 to do NCR call-redirection ]
5. set A = none CATR 18661111111 [set digit buffer to out-of-office hours
PSTN endpoint number]
6. route-to number ~rA [initiate NCR call-redirection operation]

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NCR activation using ASAI Call Transfer and third-party Merge/Release

operations
NCR NCT-type operations are activated by ASAI call processing when the Call Transfer or
Third-Party Merge/Release operation is performed by a CTI application. This occurs in the
following manner:
1. This is typically initiated by the CTI application user selecting an icon, menu item,
or button to transfer an answered incoming ISDN call to another party over the
PSTN.
Since the incoming ISDN call must be connected to a station user before the Call
Transfer or Third-Party Merge/Release operation is requested, NCR can only
initiate the call redirection if an NCT-type protocol is optioned on the trunk.
2. If a call arrives at an ASAI-monitored VDN, ASAI will send appropriate information
in the ASAI disconnect event to notify the CTI application that the call has been
redirected by NCR.
For the ASAI operations listed above to succeed, the following conditions must be in effect:
• The Network Call Redirection field is set on the System Parameters Customer Options
screen.
• An NCR NCT-type protocol is administered for both the incoming and outgoing call ISDN
trunk group.
• The PSTN number that the CTI application uses to redirect an incoming ISDN call to
another PSTN endpoint must be added to the ARS digit analysis screen in such a way
that for the NCR MCI NCT and TBCT protocols, the second leg of the call transfer uses
the same trunk group with a trunk that has the same D-channel as the incoming call. For
the NCR ETSI ECT protocol, the CTI-initiated second call leg can be over a different trunk
group with a different signaling group than the incoming call leg.

Note:
NCR-related AAR/ARS routing table administration is required for station transfer or
conferencing with MCI trunks.
Other things to know about using NCR with ASAI
Using ASAI data for call tracking
ASAI event reporting allows tracking of ISDN ACD calls that were redirected by NCR in a multi-
server call center environment. These calls can be tracked by the UCID assigned to each call,
or by the UUI information inserted by the application through either the Third Party Make Call
or Adjunct Routing features.
ASAI drop event
Successful NCR call redirection causes an ASAI drop event to be sent to the CTI application
with a CV_REDIR cause value of decimal (30) after the redirection is completed. Only one

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NCR drop event is received for a successful NCR operation when the NCT PSTN feature is
used, even though two trunks are dropped by the PSTN.
ASAI third-party merge/call transfer
The CTI application requests a third-party merge/call transfer ASAI operation to transfer the
call to the second Communication Manager. This is only used if Network Call Transfer is not
available. Once the two calls merge, then ASAI sends a third-party acknowledgement, and
when the call is completed, ASAI sends a drop event report, and the third-party call ends.

NCR activation using station call transfer or call conference/release

operations
When an incoming ISDN call over a trunk with NCT-type PSTN service is answered at a station
or voice response unit (VRU), the station user or VRU places the call on hold, and dials the
number for a PSTN of VPN endpoint where the outgoing trunk B-channel is determined by
AAR or AAS routing. The station user initiates a call transfer using the Transfer feature button
or a switch hook flash, or the VRU initiates a call transfer by using an analog or line-side E1/
T1 switch-hook flash.
The switch automatically sends an “invoke NCT” FACILITY message when the transfer is
completed if the following conditions are met:
• The Network Call Redirection field is set to y on page 3 of the System Parameters
Customer Options screen.
• An NCT-type protocol is administered for both the incoming and outgoing call ISDN trunk
group.
• The second leg call is eligible for redirection by means of an NCT-type protocol, which
requires for the MCI NCT and TBCT protocols the second leg of the call is in the same
trunk group and has the same signaling group as the incoming call. For the NCR ETSI
ECT protocol, the second leg of the call can be over a different trunk group with a different
signalling group than the incoming call leg.
If the station user or IVR initiates and completes a three-way conference instead of doing a
call transfer operation as above, and releases or hangs up from the conference with the
following condition also being met, the switch automatically sends an “invoke NCT” ISDN
message to the PSTN or VPN switch if also the following condition is met:
• The number of parties in the conference including the conference originator must be no
greater than three parties.

Note:
NCR-related AAR/ARS digit-analysis and routing table administration is required for
correctly setting up the second call leg over NCT-type trunks associated with the station or
IVR call transfer and call conference/release operations.

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NCR activation using ASAI adjunct route operations

NCR can be invoked by specifying the activate NCR option for the ASAI route message in a
route select ASAI message sent by a CTI application to the Avaya Communication Manager
after an adjunct routing vector step is executed during call vector processing. This
Communication Manager 2.0 capability provides greater flexibility for CTI applications to
directly route calls to PSTN or VPN endpoints without the need to specify a VDN extension in
the route select ASAI message to route the call instead to a VDN and vector step that activates
NCR via a route-to number ~r or queue-to-best vector step. The invocation of NCR by the
adjunct routing vector step route select ASAI messagefor various NCT-type protocols follows
the same rules as used for the route-to number ~r or queue-to-best vector step operations.
For more information, see the following ASAI documents:
• For information on the call options codepoint for NCR routing or the ASAI Call Route
Selection message, see the ASAI Protocol Reference document.
• For information on feature interactions, see the ASAI Technical Reference document.

NCR considerations

Limitations of call redirection

Limitation Description
NCR feature PSTN support for NCR varies with the geographical location and can be
support limited or absent in some areas. Consult your Avaya account team to
determine the PSTN service provider availability of the NCR protocols in
your area.
NCD At this time, no PSTNs offer the Network Call Deflection “retain call until
redirection alerting or connect” operation. Therefore, only the Network Call Deflection
protocol “clear call upon invocation” offer is available from PSTNs. Both methods
support are described in this document. Negotiate with your PSTN as the NCR
feature works on either platform. NCR is limited by which PSTN platform
is available to you.
Allowable There can be limits placed on the number of times a call can be redirected
number of over the public network. The limits are imposed by the public network
redirection per service provider. For example, in the United States, MCI currently allows
call only one redirection per call. In the United Kingdom, there is a limit of 20
call deflections per call. In addition, there can be additional charges
associated with redirected calls.
User-to-User Some public network service providers do not support forwarding of UUI,
information including ASAI user data, collected digits, VDN name, the VDN in-time, as

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Limitation Description
forwarding reflected by the NETINTIME database items, and the UCID. In such
support situations, Information Forwarding is lost and the second leg of the
redirected call looks like an entirely new call to the redirected-to server at
the second location.
One of the data items lost is the VDN name, which is rerouted to the
originally called service DNIS information. Call forwarding indication can
be achieved by using dedicated VDNs for call forwarding, but this strategy
loses the benefits of Information Forwarding inherent with NCR and limits
use of CTI applications.
PSTN service providers typically charge by call or by a monthly rate for the
redirect and UUI transport services. For more information on charges,
contact your Avaya account team.

NCR operational considerations

Reserving outbound trunk B-channels to ensure NCR operations succeed
When the trunk group service type is set to call-by-call, the trunk group Usage Allocation
capability can be used to reserve a minimum number of trunk channels for outgoing PRI B-
channel calls within the same trunk group and same D-channel.
For more information, see “Reserving trunk group B-channels for NCT-type redirection
operations” in the Administering Avaya Aura ® Call Center Elite Features document.
Call Vectoring configuration required for successful MCI NCT operations
When NCR is used with the MCI NCT protocol, the VDN call vector the call is redirected to by
a successful MCI NCT operation must immediately return an ISDN CONNECT message to the
PSTN switch. To meet this requirement, either a wait 0 secs hearing music or an
announcement vector step must be the first step executed in the redirected-to call vector.
Ericsson AXE-10 configuration required for successful ETSI ECT operations
Following is Ericsson AXE-10 release and configuration information required for successful
NCR ETSI ECT operations:
• Verify that AXE-10 has “VN7 Translocal 4.2” or later software. This is also called “GOAS
2.1” by Ericsson.
• Configure the AXE-10 for the pure ETSI level.
• Configure all PRI trunks used with Communication Manager 2.0 NCR/ETSI ECT feature
to subscribe to the AXE-10 ETSI ECT mode. On the AXE-10 Trunk Configuration screen,
configure the ECT category to ON.
• Do not configure the AXE-10 PRI trunk to expect a “HOLD” ISDN message to be sent by
the NCR ETSI ECT feature as part of the ETSI ECT invocation sequence.

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NCR and Information Forwarding

The Avaya Information Forwarding feature is supported with NCR when the PSTN supports
ISDN UUI IE transport in conjunction with the specific network redirection protocol used by the
switch.
UUI data included in Information Forwarding for ISDN calls
Information Forwarding forwards the following call center-related data (as User-to-User
Information) with an ISDN call:
• Adjunct Switch Application Interface (ASAI) user data
• Universal Call ID (UCID)
• Collected digits
• In-VDN time
• VDN name
UUI data forwarding
When an NCT-type option is used for NCR, the UUI is forwarded by the Avaya Communication
Manager in the ISDN SETUP message sent with the call to the second site.
When the NCD option is used for NCR, the UUI is included in the ISDN FACILITY invoke
message sent from the Avaya Communication Manager to the PSTN. The PSTN then forwards
the UUI to the second site.
When the AT&T In-Band Transfer and Connect service is used for NCR, the UUI is returned
in an ISDN DISCONNECT message that includes the data in a codeset 0 or 7 UUI IE
element.
PSTN terms used for UUI transport service
For NCT-type options and the NCD option, the PSTN service provider must configure the PRI
trunks used with the Avaya NCR feature to transport the UUI data associated with the Avaya
Information Forwarding feature. The various PSTN terms used in different countries for UUI
IE transport are listed in the following table.

Country UUI transport term Providers

Australia UUS Service 1 Telstra
Canada UUS Service 1 AT&T/Canada
Bell Canada
France Mini-Message France Telecom
Germany (included in basic ISDN package) Deutsche Telecom
Singapore Not supported
UK Not supported
USA N-Quest Type 1 Service MCI

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 Network Call Redirection

Country UUI transport term Providers

MA UUI Type 1 Service AT&T

NCR interactions
NCR interacts with the following Call Center features:
• Attendant Vectoring: Can use the route-to number vector step to route calls to
attendants located at another Communication Manager node. The operation of the NCR
feature using the NCT-type or NCD networks features to accomplish the call redirection
is exactly the same as for redirecting ACD calls.
For more information, see “Using the route-to command for NCR” in the Programming
Call Vectoring Features in Avaya Aura ® Call Center Elite document.
• Advice of Charge: No new capabilities are added for the NCR feature for the Advice of
Charge PSTN feature. Use the Advice of Charge feature with the same trunk facilities
used for the NCR feature.
• BCMS: No change is made to BCMS for support of NCR. Redirected calls are tracked as
completed calls since the PSTN disconnects the incoming facility of the original call when
the call is redirected to another site.
• Enhanced Information Forwarding: For the NCR feature, Enhanced Information
Forwarding transports UUI for the incoming ISDN call to the PSTN endpoint that receives
the redirected call. The use of the Enhanced Information Forwarding capability with NCR
requires that the incoming call trunk group be assigned as shared, that is, the UUI IE
treatment field is set to shared. However, if the trunk group is set up as service
provider, only the ASAI user information or user information provided by the incoming
ISDN call, is included in the UUI IE sent on a non-shared basis to the redirected-to PSTN
endpoint. NCR supports Information Forwarding for AT&T In-Band Transfer and Connect
service.
• Look-Ahead Interflow: NCR activation using the route-to number vector step does
not require LAI to be active to provide multi-site capabilities, which are required to check
remote locations and to access the BSR Application Plan screen.
• Service Observing by VDN: If the Service Observing by VDN feature is used to service
observe a VDN, where the NCR feature is used to redirect incoming ISDN calls, the
service observer hears the same tones, music, or announcements heard by the incoming
caller before the NCR feature reroutes the call to another PSTN endpoint. When the NCR
operation is completed, the service observer is dropped as an observer of the incoming
call and placed in the service observing queue associated with the VDN.
• Trunk-to-Trunk Transfer: If you enable the NCR feature and use the ASAI Third-Party
make Call/Transfer operation to redirect an incoming ISDN to a PSTN endpoint, set the
Trunk-to-Trunk Transfer field on the System-Related Customer-Options screen to y for
the call redirection to succeed. If the route-to number or BSR queue-to best vector step

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Call Vectoring features

uses the NCR feature to redirect an incoming ISDN call to a PSTN endpoint, the Trunk-
to-Trunk Transfer customer option does not need to be set to y.

For more information, see “Using the route-to command for NCR” in the Programming
Call Vectoring Features in Avaya Aura ® Call Center Elite document.
• VDN Return Destination: If you administer the VDN Return Destination (VRD) feature for
the VDN associated with a vector that causes the NCR feature to be invoked, VRD is
canceled when the call is redirected by NCR.
• CMS Database Items: The following Avaya CMS database items are affected by NCR:
- DEFLECTCALLS: In the VDN CMS database tables, the DEFLECTCALLS item
includes the number of calls that are redirected using NCR through the BSR feature
by using the route-to number or queue-to best commands. Successful NCR
attempts are pegged as DEFLECTCALLS.
- INTERFLOWCALLS: In the VDN CMS database tables, the INTERFLOWCALLS
item includes successful BSR interflows using NCR redirections.
- LOOKATTEMPTS: In the VDN CMS database tables, the LOOKATTEMPTS item
includes the number of times the LAI or BSR interflow was attempted for calls in the
vector. Successful LAI or BSR attempts are also counted. NCR invoke attempts
(NCD or NCT) are also reflected in LOOKFLOWCALLS.
- LOOKFLOWCALLS: In the VDN CMS database tables, the LOOKFLOWCALLS item
includes the number of INTERFLOWCALLS redirected by the LAI or BSR features.
LOOKFLOWCALLS is a subset of INTERFLOWCALLS and includes
LOOKATTEMPTS for the LAI or BSR interflows. With BSR interflow using trunk-to-
trunk transfer or NCR, every LOOKATTEMPT is also be counted as a
LOOKFLOWCALLS unless a failure occurs.

NCR support with SIP

Network Call Redirection (NCR) provides an Avaya Communication Manager call routing
method between sites on a public network or a Virtual Private Network (VPN) that can reduce
trunking costs. The cost reductions are particularly valuable in enterprises or multi-site call
center environments where trunk costs are high.
When an incoming call arrives at an Avaya Communication Manager that has the NCR feature
enabled, call redirection is managed by the SIP service provider or VPN switch instead of the
local Avaya server. As a result, trunks that the server otherwise retains to accomplish a trunk-
to-trunk transfer are released after the call redirection takes place.
The cost reductions associated with reduced trunk use can be significant particularly when
Avaya virtual routing features such as BSR with Expected Wait Time (EWT), are implemented.
The cost-savings are achieved by the Avaya customer requiring fewer trunks to handle the

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 NCR support with SIP

same number of incoming or outgoing calls after the NCR feature is implemented within the
local Communication Manager.

SIP Network Call Redirection protocols

NCR can occur over SIP trunks. The SIP REFER or SIP 302 Moved Temporarily messages
contain all the information needed for Network Call Redirection. When the call is answered by
an agent or call vectoring event, a SIP REFER message is sent. If a SIP call is not answered
by an agent or a call vector process, a SIP 302 Moved Temporarily message is sent.

SIP limitations on call redirection

NCR feature support
SIP service provider support for NCR varies with the geographical location and can be limited
or absent in some areas. Consult your Avaya account team to determine the SIP service
provider availability of the NCR protocols in your area.
Allowable number of redirection per call
There can be limits placed on the number of times a call can be redirected over the public
network. The limits are imposed by the public network service provider. There can be additional
charges associated with redirected calls.
User-to-User information forwarding support
Some public network service providers do not support forwarding of UUI, including ASAI user
data, collected digits, VDN name, the VDN in-time, as reflected by the NETINTIME database
items, and the UCID. In such situations, Information Forwarding is lost and the second leg of
the redirected call looks like an entirely new call to the redirected-to server at the second
location.
One of the data items lost is the VDN name, which is rerouted to the originally called service
DNIS information. The indication that the call has been forwarded can be achieved by using
dedicated VDNs for call forwarding, but this strategy loses the benefits of Information
Forwarding inherent with NCR and limits use of CTI applications.

SIP NCR and Information Forwarding

Information Forwarding is supported with NCR when the SIP service provider supports UUI
transport in conjunction with the specific network redirection protocol used by the switch.

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Call Vectoring features

UUI data included in Information Forwarding for a SIP call

Information Forwarding forwards the following call center-related data (as User-to-User
Information) with a SIP call:
• Adjunct Switch Application Interface (ASAI) user data
• Universal Call ID (UCID)
• Collected digits
• In-VDN time
• VDN name

UUI data forwarding with SIP

When NCR is used, the UUI is forwarded by the Avaya Communication Manager in the SIP
REFER or 302 Moved Temporarily messages.
The UUI is forwarded by the Avaya Communication Manager in a SIP REFER message if the
call has been answered. A call can be answered for example, if an agent answers the call, a
vector plays an announcement or music, or the call is processed by a command that provides
an answer such as collect digits. The REFER is sent back to the caller, causing the first call to
be dropped after a second call is issued and established with the the next location.
The UUI is forwarded by the Avaya Communication Manager in a 302 Temporarily Moved
message if NCR is inoked before the call is answered. The first call is redirected to the next
location.

NCR operations for SIP by Call Vectoring method

The processes by which NCR is implemented for SIP by a Call Vectoring method is
summarized in the following steps:
1. The SIP service provider switch sends an incoming call to Communication Manager,
where the call enters vector processing.
2. Call processing proceeds to either a route-to number ~r or to a BSR queue-
to best vector step.

BSR queue-to best vector step activation of NCR

You can use NCR to reduce the number of trunks for call interflow. This method provides the
best approach for balancing loads across a multi-site environment and is more cost effective
and accurate than pre-delivery routers. You can use the queue-to best vector step to
interflow calls between Communication Manager over the SIP service provider network. You

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 NCR support with SIP

can use SIP to interflow BSR calls, but not BSR polling. You can use BSR polling through other
methods such as Polling Over IP without B-Channel.
The queue-to best vector step activates NCR when the BSR feature determines that a
particular BSR location is the best location and that location is administered with the Net Redir
field set to y on the BSR Application Table screen. Note that the administered Interflow VDN
field on the Best Service Routing Application screen must be a SIP service provider or VPN
endpoint number without a trunk/ARS/AAR access codes included. For some SIP service
provider switch dialing plans, you must prefix the long-distance access code, for example, a “1”
in the United States, to the SIP service provider number for the call to be successfully routed
by the SIP service provider switch.
As shown in the following example, the Best Service Routing Application Plan screen must
include locations that have the Net Redir field set to y.

BEST SERVICE ROUTING APPLICATION

Number: 1 Name: Maximum Suppression Time: 60 Lock? y

Num Location Name Switch Node Status Poll VDN Interflow VDN Net Redir?
1 Omaha 95552011 3035551211 y
2 Paris 95552022 18005551234 y
3 Sydney 95552033 18665553456 y

An appropriate vector is then used to identify a BSR best location and NCR is activated by the
queue-to-best vector step.
wait 2 seconds hearing ringback
consider skill 1 pri l adjust-by 0
consider location 1 adjust-by 20
consider location 2 adjust-by 40
consider location 3 adjust-by 20
queue-to best

SIP NCR interactions

• Attendant Vectoring — Attendant Vectoring can use the route-to number vector step
to route calls to attendants located at another Communication Manager node. The
operation of the NCR feature using the network call redirection features to accomplish
the call redirection is exactly the same as for redirecting ACD calls.
For more information, see “Using the route-to command for NCR” in the Programming
Call Vectoring Features in Avaya Aura ® Call Center Elite document.
• BCMS — No change is made to BCMS for support of NCR. Redirected calls are tracked
as completed calls since the SIP service provider disconnects the incoming facility of the
original call when the call is redirected to another site.
• Enhanced Information Forwarding — For the NCR feature, Enhanced Information
Forwarding transports User-to-User information (UUI) for the incoming call to the SIP
service provider endpoint that receives the redirected call. The use of the Enhanced
Information Forwarding capability with NCR (the recommended configuration) requires

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Call Vectoring features

that the incoming call trunk group be assigned as shared, that is, the UUI treatment field
is set to shared. However, if the trunk group is set up as service provider, only the ASAI
user information (or user information provided by the incoming call) will be included in the
UUI sent on a non-shared basis to the redirected-to SIP service provider endpoint.
• Look-Ahead Interflow — NCR activation using the route-to number vector step does not
require Look-Ahead Interflow to be active to provide multi-site capabilities, which are
required to check remote locations and to access the BSR Application Plan screen.
• Service Observing by VDN — If the Service Observing by VDN feature is used to service
observe a VDN, where the NCR feature is used to redirect incoming calls, the service-
observer will hear the same tones, music, and/or announcements heard by the incoming
caller before the NCR feature reroutes the call to another SIP service provider endpoint.
When the NCR operation is completed, the service-observer will be dropped as an
observer of the incoming call and placed in the service-observing queue associated with
the VDN.
• Trunk-to-Trunk Transfer — If the NCR feature is optioned and the ASAI Third-Party make
Call/transfer operation is used to redirect an incoming call to a SIP service provider
endpoint, the Trunk-to-Trunk Transfer field on the System-Parameter Features form
must be enabled for the call redirection to succeed. If the route-to number or BSR queue-
to best vector step uses the NCR feature to redirect an incoming call to a SIP service
provider endpoint, the Trunk-to-Trunk Transfer customer option does not need to be set
to y.
For more information, see “Using the route-to command for NCR” in the Programming
Call Vectoring Features in Avaya Aura ® Call Center Elite document.
• VDN Return Destination — If the VDN Return Destination feature is administered for the
VDN that is associated with a vector that causes the NCR feature to be invoked, the VDN
Return Destination feature will be canceled when the call is redirected by NCR.
• CMS database items — The following Avaya CMS database items are affected by NCR:
- DEFLECTCALLS: In the VDN CMS database tables, the DEFLECTCALLS item
includes the number of calls that are redirected using NCR through the BSR feature
by using the route-to number or queue-to best commands. Successful NCR attempts
are pegged as DEFLECTCALLS.
- INTERFLOWCALLS: In the VDN CMS database tables, the INTERFLOWCALLS
item includes successful BSR interflows using NCR redirections.
- LOOKATTEMPTS: In the VDN CMS database tables, the LOOKATTEMPTS item
includes the number of times the Look-Ahead Interflow or BSR interflow was
attempted for calls in the vector. Successful Look-Ahead Interflow or BSR attempts
are also counted. NCR invoke attempts are also reflected in LOOKFLOWCALLS.
- LOOKFLOWCALLS: In the VDN CMS database tables, the LOOKFLOWCALLS item
includes the number of INTERFLOWCALLS that were redirected by the Look-Ahead
Interflow or BSR features. LOOKFLOWCALLS is a subset of INTERFLOWCALLS
and includes LOOKATTEMPTS for the Look-Ahead Interflow or BSR interflows. With

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 Percentage Allocation Routing

BSR interflow using trunk-to-trunk transfer or NCR, every LOOKATTEMPT will also
be counted as a LOOKFLOWCALLS unless a failure occurs.

Percentage Allocation Routing

Use Percentage Allocation Routing to distribute calls among a set of call centers or VDNs
based on a specified percent allocation. Communication Manager can initially direct incoming
calls that arrive at a particular VDN to a Policy Routing Table (PRT) for Percent Allocation
instead of to a vector. The PRT distributes the calls to the administered Route-to VDNs based
on the administered percent allocation targets.
This feature is useful for segmented call-handling, outsourcing, and optimizing call handling in
a multiple-location enterprise. With Percentage Allocation Routing, you can allocate target
percentages and, for example, do the following:
• Allocate certain call types among multiple answering groups with similar skills.
• Allocate maximum calls to a more economical calling group.
• Ensure that the organization meets the terms of a service level agreement.

Considerations for implementing percentage allocation routing

• Modification to the table while calls are being routed to the VDN(s) the PRT is assigned
to can result in calls being miss-routed, miss-appropriated or other indeterminate actions.
To prevent such a situation from occurring, create a new PRT table with the required
changes and replace the old version.
• Following are the various valid entries in the period field:
- 100_count (default): Call counts, displayed in percentage, are reset after total calls
for the PRT reach 100 which is when the total calls match the target routing pattern
percentages. This ensures that the routing points have equal distribution of calls all
the time.
- max_count: Call counts are maintained until calls delivered to one of the VDNs
exceed 65,400. At that point calls are continued to be distributed over the VDNs but
the call counts are reset when the actual percentages equal the targets for all of the
VDNs at the same time.
- Half-hour: Resets the call counts at the top of the hour and at the 30 minute point.
- Hour: Resets the call counts at the top of the hour.
- Daily: Resets the call counts at midnight, every night.
- Weekly: Resets the call counts at midnight on Saturday.

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• Actual percentage and call counts are reset whenever the PRT screen is changed.
• Calls are routed to the VDN destination that is farthest from meeting its target
allocation.
• Calls are routed based on actual call counts, not actual percentage. When there are no
actual call counts, at startup or after reset, the route point with the highest target is
selected.
• For VDN domain monitoring with CTI/ASAI, a call to a VDN, that is, routed via a PRT,
appears as if the call was routed to the destination VDN by a route-to number
command in a vector assigned to the original VDN.
• Calls routed through a PRT are reported to BCMS, CMS and IQ as though the calls were
routed to a VDN assigned to vector 0. VDN reports can be created using existing CMS
custom reporting capabilities to show the percentages and the number of calls that have
distributed among the destination VDNs. Avaya IQ provides additional reporting including
what VDN the call was routed to, the PRT table number and type used and the matched
percentage.
• A PRT can be assigned to multiple VDNs. There are no restrictions as to the VDNs that
can be entered as route points.
• There are limits for the number of PRT tables that can defined and there is a system
routing point (PRTs x VDN destinations) limit. Both the limits can be found in the
Communication Manager System Capacity tables and displayed on the Display Capacity
screen.
• In addition to add, change, display, list, and remove, the following commands also support
PRT:
- list vdn: Displays destination type, Vector or PRT.
- list usage policy-routing-table: Lists the VDNs that use the specified
PRT.
- list history: Displays history of add and change policy-routing-table
commands.
- list trace vdn: Displays calls to a PRT.
• When the destination is a PRT, the Attendant Vectoring and Meet-Me Conferencing
fields do not appear.
• For VDN domain monitoring with CTI/ASAI, a call to a VDN, that is, routed via a PRT.
appears as if the call was routed to the destination VDN by a route-to number
command in a vector assigned to the original VDN.
• To evenly distribute calls across 3 routing points, administer the 3 routing points with a
33 percent target, add a 4th routing point that routes back to the PRT with a target of
1percent. Set the Period field to 100_count and calls are distributed evenly.

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 Service Hours Table Routing

Rules for percentage allocation routing

• The target percentages must be in integers. You cannot use decimals or fractions.
• The target percentage of all the VDNs must add up to 100 percent before form
submittal.

Percentage allocation routing example

Use the Destination and Number fields on the Vector Directory Number screen to specify the
routing destination as either a vector or a PRT table. To implement percentage allocation
routing, specify the routing destination as a PRT table (Destination: Policy Routing Table and
Number: PRT table number).
Use the Policy Routing Table screen to specify various routing destinations and percentages
allocated for each destination. The following example Policy Routing Table screen includes
the Target and Actual traffic routed to each of the VDNs.
display policy-routing-table 1957

POLICY ROUTING TABLE

Number: 1957 Name: % distribution Type: percentage Period: max count

Target Actual Call

Index Route-to VDN VDN NAME % % Counts
1 2220071 Gizmo support 25 27.2 3
2 2221501 Ultra support 5 9.0 1
3 2220601 Customer Service South 35 27.2* 3
4 2220511 Outsourcer Charlie 10 9.0 1
5 2220501 Survey after service 10 9.0 1
6 2220072 Outsourcer International 15 18.1 2
7
8
9
10
11
12
Totals 100 11

Command:

Service Hours Table Routing

Service Hours Table Routing simplifies the vectors for handling calls based on office hours.
Vectors use the service hours routing tables to determine how to handle calls that are received
during working and non working hours. Customers can use this feature as an alternative to
Time of Day (TOD) routing and can specify the working hours on a daily or hourly basis. You

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can administer as many as 999 different tables and use the tables to make vectoring decisions.
One simple vector command can check if the call meets the administered service hours.
Without Service Hours Table Routing, customers have to add multiple TOD steps in the vectors
to define the hours of operation for a specific business application.

Goto processing for Service Hours Table Routing

When vector processing encounters a goto if service-hours step, it determines if the current
day of week and time is within the service hours listed in the corresponding table. This
information is used to decide if the goto condition is true or false, and therefore, whether or
not to go to the given step or vector. The day of week and time match is based on the system
time on the Communication Manager that receives the call. The time used in the calculations
is the time the call reaches the goto step.

Time adjustments on the Service Hours Table screen

The time used in the calculations can be adjusted using the Use time adjustments from
location field on the Service Hours Table screen. This field indicates the location number on
the Locations screen that specifies how the adjustments are performed.
You can make the following time adjustments using the Use time adjustments from location
field:
• Adjust the daylight saving time from the system time
• Apply the time zone for a specific location
• Apply the daylight saving time for a specific location
If this field is blank, no adjustments are made.

Service Hours Table

Procedure

1. Type add service-hours-table x on the command line, where x = 1-999

2. Enter values in the following fields:
• Description
• Use time adjustments from location
• Start
• End

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 Service Hours Table Routing

Goto step command for Service Hours Table Routing

Syntax 1
goto step x if service-hours in table y
The command directs the call to a specific vector step if the conditions of the call match the
service hours specified in the Service Hours Table.
Syntax 2
goto step x if service-hours not-in table y
The command directs the call to a specific vector step if the conditions of the call do not match
any of the service hours that are in the specified Service Hours Table.

Goto vector command for Service Hours Table Routing

Syntax 1
goto vector x @step z if service-hours in table y
The command directs a call to a specific vector if the conditions of the call match service hours
that are in the specified Service Hours Table.
Syntax 2
goto vector x @step z if service-hours not-in table y
The command directs the call to a specific vector if the conditions of the call do not match any
of the service hours that are in the specified Service Hours Table.

Service Hours Table Routing scenario

The following is a very basic scenario without time adjustments:
Basic Service Hours Table scenario
SERVICE HOURS TABLE

Number: 99
Description: Call-ahead Reservations_____
Use time adjustments from location: 2__

MON TUE WED THU FRI

Start End Start End Start End Start End Start End
08:00 12:30 10:30 02:00 __:__ __:__ __:__ __:__ __:__ __:__
13:00 16:30 15:00 20:30 __:__ __:__ __:__ __:__ __:__ __:__
__:__ __:__ __:__ __:__ __:__ __:__ __:__ __:__ __:__ __:__
__:__ __:__ __:__ __:__ __:__ __:__ __:__ __:__ __:__ __:__
__:__ __:__ __:__ __:__ __:__ __:__ __:__ __:__ __:__ __:__

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SAT SUN
Start End Start End
__:__ __:__ __:__ __:__
__:__ __:__ __:__ __:__
__:__ __:__ __:__ __:__
__:__ __:__ __:__ __:__
__:__ __:__ __:__ __:__

VECTOR 1:
goto vector 2 @step 1 if service-hours not-in table 99
<Service hours – Call-ahead Reservation processing>
VECTOR 2:
<After hours processing>
The following table shows how calls at different times will be processed.

Day of week or time of call Which processing

Sunday or any time After hours
Tuesday or 14:59 After hours
Tuesday or 15:00 Service-hours
Monday or 12:30 Service-hours
Monday or 12:31 After hours

The same scenario with time adjustments:

DAYLIGHT SAVING RULES
Rule Change Day Month Date Time Increment
0: No Daylight Saving
1: Start: first Sunday on or after April 1 at 02:00 01:00
Stop: first Sunday on or after October 25 at 02:00
2: Start: first Sunday on or after April 1 at 02:00 02:00
Stop: first Sunday on or after October 25 at 02:00
LOCATIONS
ARS Prefix 1 Required For 10-Digit NANP Calls? y
Loc. Name Timezone Rule NPA Proxy Sel.
No. Offset Rte. Pat.
1: Main + 00:00 1
2: Branch + 02:00 2
3: :
4: :
5: :
6: :
7: :
8: :
9: :
10: :
11: :
12: :
13: :
14: :

The following table shows how calls at different times will be processed.

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 Variables in Vectors

System time Daylight Adjustments Adjusted time Which

saving processing
Tuesday or yes - subtract 1 hour (put Tuesday or Service-hours
07:30 system into standard 10:30
time)
- add 2 hours (location
time zone)
- add 2 hours (location
DST)
Tuesday or yes - subtract 1 hour (put Tuesday or 2:01 After hours
11:01 system into standard
time)
- add 2 hours (location
time zone)
- add 2 hours (location
DST)
Monday or no - add 2 hours (location Monday or Service-hours
06:00 time zone) 08:00
Monday or no - add 2 hours (location Monday or After hours
10:31 12:31

Service Hours Table Routing considerations

• Service Hours Table Routing is not available when upgrading from a previous release.
• Vectoring (Basic) must be enabled.
• The Call Center Release field must be set to 4.0 or later.

Variables in Vectors
With vectors variables, you can create variables to:
• Improve the general efficiency of vector administration
• Provide increased manager and application control over call treatments
• Create vectors that better serve the call center operations
Vector variables are defined in a central variable administration table, but the values assigned
to some types of variables can also be quickly changed by means of special vectors, VDNs
and FACs that you create for that purpose.
Different types of variables are available to meet different types of call processing needs.
Depending on the variable type, variables can use either call-specific data, or fixed values that
are identical for all calls. In either case, an administered variable can be reused in many

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vectors. You can view the vector variable usage by entering the list measurements
summary maintenance command.

For more information on VIV capabilities, administration requirements, and vector examples,
see the Programming Call Vectoring Features in Avaya Aura ® Call Center Elite document.

VDN In a Coverage Path

About VICP
VDN in a Coverage Path (VICP) enhances call coverage and call vectoring. If you enable Call
Vectoring (Basic) or Call Prompting, you can assign a VDN as the last point in a coverage
path. A vector or Call Prompting processes calls that reach this coverage point.

VICP considerations
• A VDN is not allowed to be a member of a coverage answer group.
• A coverage answer group can only be a point in a coverage path. A vector cannot route
a covered call to a coverage answer group.
• Removing a VDN from the system with the remove vdn <extension> command
automatically removes the VDN from any coverage paths.
• By default, features such as Call Coverage, Call Forwarding, RONA, or Night Service
cannot redirect calls that cover to a VDN. Therefore the route-to digits or route-
to number command with cov set to y is treated the same as cov set to n.
• The Cvg Enabled for VDN Route-to Party field on the Coverage Path screen allows a
second redirection (if needed) when a route-to command with cov = y vector step
processes a previously covered call routed to a VDN. The default is n which retains the
single redirection operation. If you set the field to y and the call has covered only once,
the call redirects again as though the call was placed directly to the VDN. For example,
the following second redirection can occur:
a. the destination has a coverage path or another redirection feature.
b. the calling user presses the go-to-cover button while the destination rings the
principal phone on the second coverage path. The call stops ringing at the
second principal phone and moves to the next coverage path.
c. the second principal phone's Hunt-to Station path is checked for possible hunt
before coverage or hunt after coverage redirection.

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 VDN In a Coverage Path

d. send-all-calls at the destination station that go to coverage applies.

VICP interactions

Interaction Description
AAR/ARS The Class of Restriction (COR) assigned to the VDN determines the
Partitioning Partition Group Number (PGN). The PGN in turn determines the AAR/ARS
routing tables used by route-to commands.

ASAI For direct calls to a VDN, the adjunct routing command operates
like the route to digits command with coverage set to y. For calls
that cover to a VDN, the adjunct routing command operates like the
route to digits command with coverage set to n.
Attendant Vectors connect calls, covering to a VDN, to an attendant queue or a hunt
group. Internal calls that route to an attendant display the COR of the
originating station if the attendant presses the display COR button.
An attendant cannot establish a conference with a call covering to a VDN
if the call is in vector processing. If a call placed to a local destination has
covered to a VDN and the attendant attempts to add this call to a
conference, conferencing is denied until the call has completed vector
processing.
If the attendant extends a call to a local destination that covers the call to
a VDN, the attendant’s return call timer cancels when vector processing
begins and the Return Call button does not affect the call.
If a call covers to a VDN and is then routed to an attendant, the attendant
can transfer the call to another VDN.
AUDIX Calls that cover to a VDN can be routed to an AUDIX by the route-to or
messaging vector commands. Calls that cover to a VDN can be
subsequently transferred to the AUDIX. Calls can also be transferred out
of an AUDIX to a VDN.
Automatic A VDN can be the last point in an agent’s coverage path for direct agent
Call calls.
Distribution
(ACD)
Call Coverage A VDN cannot be a member of a coverage answer group. A vector cannot
route a covered call to a coverage answer group. Coverage Callback and
Leave Word Calling work normally when a vector delivers a call to a
covering user.
Call Calls that have covered to a VDN cannot be redirected by Call Forwarding
Forwarding unless the Cvg Enabled for VDN Route-To Party field applies.
Call Park A parked call does not cover to a VDN. When a call is parked at an extension
with a VDN in its coverage path, the call continues to ring the extension. If
the call parks to a hunt group extension and the call is in queue, the call
remains in the queue until it is retrieved, answered by an agent, or

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Interaction Description
abandoned by the caller. A vector event is generated for the calls when the
administered coverage criteria are met.
Once a call covers to a VDN, Call Park cannot be established until the call
is delivered to an extension and vector processing ends.
Call Vectoring The COR assigned to a VDN determines the PGN. The PGN in turn
determines the AAR/ARS routing tables used by route-to commands.
When a call covers to a VDN, VDN Override has no effect on the display
shown on an answering display. This station shows the normal display for
a covered call.
Adjunct Routing: For direct calls to a VDN, the adjunct routing
command operates like the route to digits command with coverage
set to y. For calls that cover to a VDN, the adjunct routing command
operates the same as a route to digits command with coverage
set to n.
Converse: Covered calls to a VDN work with the converse command. If
a call in vector processing is connected to an agent in a converse split, the
agent cannot activate Consult, Coverage Callback, or Coverage Leave
Word Calling.
Messaging: The messaging command handles covered calls differently
depending on whether an extension is specified in the command. If the
command messaging split xxxx extension none is used, the mailbox
of the principal extension is used for the call. The number of the principal
extension and the reason for redirection are passed to the messaging
adjunct in the CONNECT message.
When an extension is specified in the messaging command, no
information on the principal extension is passed to the adjunct. Instead, the
number of the extension specified in the command is passed to the adjunct
in the CONNECT message along with the reason for redirection. The
mailbox for the specified extension is used.
Route-to: A call covering to a VDN can be routed to any valid destination
by the route-to command. When the route-to command terminates
a covered call locally, information identifying the principal and the reason
for redirection are retained with the call. This information can be displayed
on display phones or passed to an AUDIX or a Message Center system.
Class of The COR assigned to the covering VDN governs the vector routing of the
Restriction call.
Conference Calls in an established conference do not cover to a VDN. Once a call
covers to a VDN, a conference cannot be established until the call is
delivered to an extension and vector processing ends.
Consult The feature normally uses a Temporary Bridged Appearance on the
principal’s set. Call coverage to a VDN removes the Temporary Bridged
Appearance from the principal’s set, but the Consult feature still works.
Hunt Groups A VDN can be the last point in a hunt group’s coverage path. If the coverage
vector for a split or hunt group routes calls to another using a route-to
or messaging command, calls queue at the second resource with the

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 VDN In a Coverage Path

Interaction Description
queue priority assigned for the first split or hunt group. If a queue-to,
check, or converse command is used, calls queue at the second split
or hunt group with the priority specified in the command.
If an inflow threshold has been assigned to a hunt group, the group does
not allow new calls to queue when the oldest call in queue has exceeded
the threshold. Therefore, covered calls are not connected to a hunt group
when the group’s inflow threshold has been exceeded. The interaction can
also occur when a messaging split, or route-to command routes
a covered call to a split that is not vector-controlled.
Look-Ahead For calls that have covered to a VDN, LAI works like a route-to
Interflow digits/number vector command with coverage = n. Any Dialed
Number Identification Service (DNIS) digits sent with the interflowed call
indicates the VDN to which the call covered, not any VDN the call
encountered before it went to coverage.
Night Service Calls that have covered to a VDN cannot be redirected by Night Service.
Personal CO A VDN can be assigned as the last point in a PCOL coverage path.
lines (PCOL)
Phone Calls covering to a VDN and then directed to an agent in a split/hunt group
Display by a queue-to, check, converse, or route-to command display
the following information to the agent.
a=EXT 3174 to EXT 3077 b

In this example, station A calls station B. Station B is busy, and the call
covers to a VDN.
Redirection RONA applies to calls that cover to a VDN. If the vector associated with the
on No Answer VDN queues the call to a resource (for example, a split or agent) that uses
(RONA) RONA, the call can be requeued for the same resource. The call cannot be
redirected, however, since it has already covered to the VDN unless RONA
occurs as a result of a route-to command with cov=y vector step and
the Cvg Enabled for VDN Route-To Party field applies.
Terminating A VDN can be assigned as the last point in the coverage path for a
Extension Terminating Extension Group (TEG), since it has already covered to the
Groups VDN.
Transfer Calls can be transferred to extensions that cover to a VDN. Users who
receive a covered call can transfer the call to a VDN. If a transfer attempt
goes to coverage and covers to a VDN, the user at the answering station
can complete the transfer by pushing the Transfer button or by flashing the
switchhook on an analog station.
Calls that cover to a VDN can be subsequently transferred to AUDIX. Calls
can also be transferred out of AUDIX to a VDN.

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VDN Override
The following table depicts how the active VDN extension is replaced when a call is routed
through a series of VDNs by the route-to number or route-to digits vector steps.

The active VDN extension is determined by enabling the Allow VDN Override field for one of
the previous VDNs to which the call was routed using a route-to command based on the
following rules:
• If the Allow VDN Override field in the previous VDN is set to y, the extension of the
current VDN overrides the active VDN extension.
• If the Allow VDN Override field in the previous VDN is set to n, the current active VDN
extension remains the same.
The following example describes the VDN Override control of the active VDN extension for all
calls routed to multiple VDNs by vector processing. VDN 1 is always the initial active VDN for
the call.

Settings assigned for the Allow VDN Override field on the VDN screen
VDN 1 y n n n y y y n
VDN 2 y y n n n n y y
VDN 3 y y y n y n n n

Active VDN after the call is routed to the next VDN in the sequence
After call is VDN2 VDN1 VDN1 VDN1 VDN2 VDN2 VDN2 VDN1
routed to
VDN2
After call is VDN3 VDN3 VDN1 VDN1 VDN2 VDN2 VDN3 VDN3
routed to
VDN3

Note:
With Expert Agent Selection (EAS) enabled for the system, if the Allow VDN Override field
is set to y for the original VDN, the VDN skills (defined on page 1 of the Vector Directory
Number screen) of the new VDN are used for vector commands where the skill group can
be administered as 1st, 2nd, or 3rd. If the Allow VDN Override field is set to n on the original
VDN, the VDN skills of the original VDN are used for such vector commands.
For Best Service Routing (BSR), if the Allow VDN Override field is set to y for the original
VDN, the settings for the BSR application and Available Agent Strategy field (defined on page
2 of the Vector Directory Number screen) of the new VDN are used for BSR-related vector
processing. If the Allow VDN Override field is set to n for the original VDN, the settings for

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 VDN Override

the BSR application and Available Agent Strategy field settings of the original VDN are used
for BSR-related vector processing.

VDN parameters associated with the active VDN

With VDN Override, you can use the information on the subsequent VDN to which a call is
routed to be used instead of the information on the previously active VDN. The new VDN then
becomes the active VDN for the call. The information that is associated with the active VDN
and with the call as the call progresses through the vector steps includes the following:
• VDN Name
• Tenant Number (TN)
• VDN of Origin Announcement (VOA) Extension
• VDN Skills (1st, 2nd, 3rd)
• VDN Return Destination
• VDN Timed After Call Work (ACW) Interval
• Best Service Routing (BSR) Application
• BSR Available Strategy
• BSR Tie Strategy
• Display VDN for Route-to Direct Agent Call (DAC)
• Trunk Adjunct Switch Application Interface (ASAI) Messenger
• BSR Local Treatment
• VDN Variables
• VDN Time Zone Offset
• Apply Ringback for Auto-Answer Calls

Application of VDN Override

You can use VDN Override in conjunction with a vector that prompts the caller for a service
type. For example, a call is placed to an automobile dealer with several departments, including
Sales and Parts. If the caller wants to talk to someone in Sales, the VDN named Main directs
the call to the main vector which redirects the call to the Sales vector. If VDN Override is
assigned to the Main VDN, the agent phone displays the Sales VDN name when the call is
connected to the agent.

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Note:
When you enable Variables in Vectors, the VDN Override settings change the VDN
extension number that is assigned to a vdn type vector variable. VDN Override is based on
the active VDN for the call.

VDN Override for ASAI messages

You can use VDN Override when :
• A Computer Telephony Integration (CTI) application has set up an ASAI VDN or station
event-notification association.
• The CTI application requires the called number ASAI message information to be the active
VDN extension associated with the incoming trunk or internal call rather than the called
number digits contained in the ISDN SETUP message for the incoming call.
VDN Overrride is useful for a CTI application that is monitoring a call where the active VDN
extension is changed by the following vector scenario:
1. An incoming call is routed to a VDN. The vector prompts the caller to enter more
than one digit.
2. The call is then routed to a subsequent VDN by a route-to number or route-
to digits vector step.

ASAI messages
The following called number ASAI message information is affected by the VDN Override for
ASAI Messages feature:
• Call Offered
• Alerting
• Queued
• Connect
• Adjunct Route-Request

Important:
The VDN Override for ASAI Messages feature is activated for an incoming call when the
call is routed to a VDN that has the VDN Override for ASAI Messages field on page 2 of
the Vector Directory Number screen set to y. When activated for a call, the ASAI Messages
feature remains in effect for the call regardless of the VDN Override for ASAI Messages
field setting for any subsequent VDNs to which the call is routed.

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 VDN Return Destination

The VDN Override for ASAI Messages field setting affects the called number information in
the following manner:
• If you set the field to n, the called number information is the called VDN extension in the
called number Information Element (IE) sent in the incoming ISDN SETUP message or
the local call number and does not change after routing to the called VDN and to the
subsequent VDNs.
• If you set the field to ISDN Trunk, when an incoming ISDN trunk call is routed to this
VDN, the called number information sent in the ASAI event and Adjunct Route-Request
ASAI message is the active VDN extension that becomes associated with the call based
on the VDN Override rules. This option does not apply to internal calls.
• If you set the field all, the active VDN is used for the called number for all types of calls
to the VDN including internal calls as well as external incoming ISDN trunk calls.

VDN Override feature interactions

• If you set VDN Override for ASAI Messages to y, the field setting is not preserved when
an ACD agent or a station user answers an incoming call. The Communication Manager
call-transfer or station call-conference features transfer or conference the call with
another agent or station user.
• If Communication Manager routes an incoming CO call to a VDN that has the VDN
Override for ASAI Messages field set to y, the field setting has no effect on the called
number information for the ASAI messages.

VDN Return Destination

VDN Return Destination (VRD) allows calls to be placed back in vector processing after all
parties, except the originator, drop the call. The originator can optionally be an internal call or
connection as well as an external trunk. Internal calls include any type of calls that can be
placed to, covered to, or transferred to a VDN that is not treated as an incoming trunk call.
The Return Destination field on page 2 of the Vector Directory Number screen allows you to
enter a VDN extension as a return destination. The VDN which has this field administered is
called the VDN with this feature active. The return destination VDN (the one specified in the
field) is referred to as the Return Destination. Return destination is applied on the VDN that is
treated as active for a call when the call left vector processing.
Every call that is processed through a VDN with this feature active is routed back to the
assigned VDN when all parties on the call, except the originator, drop. For this feature, the
originator is the party that originated the call at the time the call entered the VDN with this
feature active.

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Note:
VRD does not apply to DCS and attendant handled calls.
The VDN to which the call is placed to (when the originator is the only remaining party) is
determined by the return destination. The VDN can be the original VDN or a different one.
The VRD status comes from the active VDN for the call when it finally reaches the destination.
Once the call has been through vector processing, the VRD status cannot be changed by
subsequent vector processing. The VRD status is that it either does not have a VRD that
applies (not the right origin or the active VDN assignment is blank) or that it has a VRD (an
assigned VDN) that applies. If an internal call is released prior to the caller dropping, the
assigned VRD extension and Call Origin value on the active Vector Directory Number screen
determines VRD eligibility. An internal call is eligible for VRD if there is a VRD destination
assigned and the Call Origin field on the Vector Directory Number screen is set to internal
or both. VRD internal calls include:
• Station or Voice Response Unit (VRU)/Interactive Voice Response (IVR)/Voice Portal
(VP) adjunct to a VDN
• An agent call to a VDN
• Agent/station/line port transfer of a previously ineligible call to a VDN
• Coverage or forwarding of a previously ineligible call to a VDN
• ASAI 3rd Party Makecalls to a VDN
• ASAI Merge connections, including Single Step Conference (SSC) to a VDN

Note:
An attendant call to a VDN or a call handled by an attendant is not eligible for VRD. If the
call with a VRD reaches the PBX attendant, the VRD status will be canceled.
VDN Override applies to internal calls during the initial vector processing (not after leaving
vector processing) if the call is routed to another VDN via a route-to command or adjunct
route in the same manner as external calls. In this case the call origin criteria is also overridden
so if for example an internal call to VDN A has call origin set to internal and override set
to y, routing to VDN B, which has origin set to external, will remove the VRD. If VDN B does
not have a VRD defined, the VRD will be also removed from the call since it overrides the
assignment to VDN A. This feature keeps the call active after the original call has terminated.
One typical use of VRD is for returning the caller, after being handled by an agent, to a VDN
that is assigned to vector that routes to a VRU that surveys the caller. Another example of an
application using VRD is to give the caller an opportunity to signal the need for sequence dialing
(by entering a #). There are two ways this can happen:
1. When the destination drops on its own (after having answered), the call goes to the
return destination which has a collect digits vector step. This step tries to
collect the # sign entered by the caller.
2. When the call is not answered, the caller enters the # to request sequence calling
( the ASAI-Requested Digit Collection feature collects the # sign). This # is reported

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to the adjunct. The adjunct requests the third_party_drop (or third_party_end_call)

for the destination, and at that point the call goes to the return destination.
The VRD and ASAI-Requested Digit Collection features can be used independently, with the
following rules:
1. If there is no ASAI request to collect digits, but a return destination is provided: when
all parties, except the originator, drop, the switch routes the call with only one party
active (the caller) to the return destination. At this point, the call enters vector
processing for the VDN specified by the return destination.
The caller keeps returning to the same return destination indefinitely until either the
caller hangs up or a busy or disconnect vector step is executed. Once a call leaves
vector processing for the first time, the return destination is not changed.
2. If a request is made to collect digits but there is no return destination provided, the
switch collects and passes the digits to an adjunct, which takes an action. However,
if the adjunct drops one party on the call, the switch will drop the other party as well
and clear the call (it cannot retain a call with only one party, if there is no return
destination for further processing).

VDN variables
Many vectors use the same basic call flow, but are unique because each vector requires a
different set of announcements, route-to destinations, holiday tables, vector routing table
indexes, and conditional limits. With VDN variables, you can create a generic call flow vector.
Use VDN variables to administer unique items on the VDN screen. VDN variables drastically
reduce the number of vectors, ensure common flows and ease of administration during crisis
times when you have to change the flows due to unforeseen events. Unforeseen events include
problems with trunking, staffing, or messaging.
VDN variables enable VDNs to use a smaller set of vectors. You can:
• Assign up to nine variable fields, V1 through V9, on the VDN screen for each VDN.
• Use the VDN variables in all vector commands that support vector variables except as a
for parameter with the collect-digits command.
• Use up to 16 digits to assign a number to the VDN variable and up to 15 characters to
describe the VDN variable.
• Use VDN variables as indirect references to announcement extensions and other
numerical values in vector commands.

Reasons to use VDN variables

You can create general-purpose vectors that support multiple applications with call-wait
treatments that are tailored to the application. For example, you can create a single vector that

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can be used by multiple applications that are the same except for the announcement. Even
when using only one vector, callers can still hear an announcement that is appropriate for their
call. This can reduce the need for more vector capacity.
For more information about VDN variables, see the Programming Call Vectoring Features in
Avaya Aura ® Call Center Elite document.

Call Vectoring considerations

Displaying VDN names for vector-initiated DACs

The Display VDN for Route-to DAC feature improves the efficiency of call center agents who
answer vector-initiated direct agent calls that originate from multiple Vector Directory Numbers
(VDNs).
The type of information displayed at the agent station display with a vector-initiated direct agent
call can be summarized as follows:
• When the Display VDN for Route-to DAC feature is not enabled, only the EAS LoginID
name for the agent who receives the call is shown.
• When the Display VDN for Route-to DAC feature is enabled for such calls, the active VDN
name associated with the call is shown.
Providing agents with the ability to see the VDN name associated with an incoming call
improves agent efficiency and customer satisfaction. For example, if an agent receives
incoming trunk calls for different products from three different VDNs, the VDN name displayed
by the Display VDN for Route-to DAC feature allows the agent to answer the call as a sales
representative of that product. This feature is especially useful when vector-initiated direct
agent calls route incoming trunk callers to personalized agent providing services for new
customers, special product offers, or premier levels of service.

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Display VDN for Route-to DAC feature operation

The Display VDN for Route-to DAC feature is designed for call scenarios where a VDN-initiated
call is routed to a vector where direct agent calls are originated by one of the following methods:
• A route-to number vector step withcov parameter set to y, where the number field is
administerd with a valid EAS loginID extension.
• A route-to digits vector step with coverage parameter set to y, where a collect digits
vector step preceding this step is used to allow the caller to enter the digits for an EAS
LoginID extension.
• An adjunct routing link vector step, where a direct agent call is originated by the Route
Select digit information returned from a CTI application.
The Display VDN for Route-to DAC feature is activated for an incoming trunk call when the call
is routed through a VDN that has the Display VDN for DAC Calls? field administered to y.
When one of the above-listed vector steps routes such an incoming call as a direct agent call
to an EAS loginID extension, the active VDN name is shown on the called agent station display
instead of the called EAS agent's LoginID name. If this call is routed to another EAS agent in
the initially-called EAS agent coverage path, the active VDN name will again be shown on the
covered-to agent station display, instead of the initially-called EAS agent LoginID name.
Station display formats
If the Display VDN for Route-to DAC feature is activated for an incoming trunk call routed
through a VDN to a vector that initiates a direct agent call to an EAS agent, the format of the
called agent station display appears as one of the following:

<Incoming Trunk Name> to <VDN Name>

<Incoming caller ANI> to <VDN Name>

If the Display VDN for Route-To DAC feature is not activated for an incoming trunk call, the
called agent station display appears as one of the following:

<Incoming Trunk Name> to <EAS loginID extension>

<Incoming caller ANI> to <EAS loginID extension>

Note:
If the EAS agent to which the call is routed by vector-initiated Direct Agent Calling (DAC) is
not available, and the called EAS agent has a coverage path to other EAS agents, the
Display VDN for Route-to DAC feature preserves the active VDN name and sends it to the
agent station display for a covered-to EAS agent. If the call covers to a normal station
extension in the called EAS agent coverage path, the Display VDN for Route-to DAC feature
does not apply to the covered-to station display, and the EAS LoginID of the called EAS
agent is displayed instead.

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Methods for creating vectors that use the Display VDN for Route-to DAC
feature
You can administer a vector in several different ways to utilize the Display VDN for Route-to
DAC feature.

Note:
For any of the vector examples shown below, if an incoming trunk call is routed through a
VDN with the Display VDN for Route-to DAC? field set to y, the direct agent call is
activated with the VDN Display for Route-to DAC feature.
Using collect digits and route-to digits commands
The following vector example shows how to:
• Use a collect digits vector step to prompt a caller to enter digits for a valid EAS agent
loginID extension
• Use a route-to digits vector step to route the call to an agent as a direct agent call:
wait-time 0 secs hearing ringback
collect 5 digits after announcement 3001
go to step 5 if digits < > 1????
route-to digits with coverage y
announcement 3002
goto step 2
Using route-to number commands
The following simple vector uses the route-to number vector step to originate a direct agent
call to an EAS LoginID extension:

wait-time 0 secs hearing ringback

route-to number 85103 with cov y

Using adjunct routing link commands

You can also originate a direct agent call with a vector that includes an adjunct route vector
step. When an incoming trunk call is routed through a VDN to a vector that includes an adjunct
route vector step, vector processing treats this step like a route-to number with cov set
to y vector step.

The following vector uses the adjunct route vector step to originate a direct agent call. In this
example, the CTI application is designed to route the call as a direct agent call in a Route
Select ASAI message.
1. wait 0 secs hearing ringback
2. adjunct route link 3
3. wait 30 secs hearing ringback
4. announcement 3501
5. disconnect

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Interactions with other Communication Manager features

Interactions of the Display VDN for Route-to DAC feature with other Communication Manager
features include the following:

Interaction Description
Call Coverage When the Display VDN for Route-to DAC feature is activated for a
call, and a vector-initiated direct agent call is made to an EAS agent
having a coverage path that has other agents as coverage points, the
active VDN name associated with the call is displayed on a covered-
to agent’s station display instead of the originally-called EAS agent’s
LoginID extension.
Call Forwarding Display VDN for Route-to DAC has no impact on the Call Forwarding
feature.
Station Conference/ When an EAS agent transfers or conferences a vector-initiated direct
Transfer agent call that has the Display VDN for Route-to DAC feature
activated to another agent or station user, the station display of the
answering agent or station does not show the active VDN name that
was previously displayed for the call. This is consistent with the
existing station display treatment for transferred or conferenced calls
that have a VDN name shown as the “to” party for a call.
VDN Override Active VDN name station display rules for the VDN Override feature
are applied to the Display VDN for Route-to DAC feature. For
example, if an incoming trunk call is routed through a VDN where the
VDN Override feature is enabled, and the call is routed to a second
VDN by a route-to number vector step where the Display VDN for
Route-To DAC? option is set to y, the station display for an EAS
agent that receives a subsequent vector-initiated direct agent call
shows the second VDN’s name for the call instead of the called EAS
agent’s LoginID extension.
Redirect on No The Display VDN for Route-to DAC feature is activated only for
Answer (RONA) vector-initiated direct agent call to an EAS LoginID extension. When
the RONA timer expires after the call is not answered, one of the
following results occurs:
• If subsequent vector processing again routes the call to an EAS
LoginID extension by means of the Direct Agent Calling (DAC)
feature, and the Display VDN for Route-to DAC feature is enabled,
the active VDN name is shown on the covered-to agent station
display.
• If subsequent vector processing again routes the call to an EAS
LoginID extension by means of the DAC feature, and the Display
VDN for Route-to DAC feature is not enabled, then the EAS LoginID
for the covered-to agent is shown on their station display.

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Interaction Description
Messaging systems The Display VDN for Route-To DAC feature has no interaction with
for EAS Agents messaging systems for a vector-initiated direct agent call that is
routed to an EAS agent and subsequently covers to the agent’s
messaging-system mailbox.
Adjunct Routing If a call is routed through a VDN having the Display VDN for Route-
to DAC? feature set to y, and an adjunct route vector step is executed
that results in a direct agent call to an EAS agent, the active VDN
name is displayed on the routed-to agent’s station display instead of
the called EAS agent’s LoginID.

Call transfer to VDNs

Care needs to be taken when writing a vector to which callers will be transferred. This is
especially true if the vector manipulates or tests data that is delivered with the incoming call,
such as ANI, II-digits, or CINFO digits.
To understand why care is needed, it is necessary to understand how a transferred call is
treated. There are three main steps in a call transfer.
1. The transferring party hits the transfer button. The caller is put on hold. A second
call is created with the transferring party as the originator.
2. The transferring party dials the VDN extension. Vector processing starts. The
transferring party, not the caller, hears the initial vector provided feedback, if any.
3. The transferring party hits the transfer button for the second time. The two calls
merge. The transferring party is dropped from the call. The caller becomes the
originator of the new call. The caller now begins to receive vector provided
feedback.
Between transfer steps 2 and 3 there is always a small but finite amount of time during which
it is the transferring party who is connected to the vector. Any testing of ANI, II-digits, or CINFO
digits during this time window applies to the transferring party and not to the caller. For this
reason, it is recommended that vectors not start with an ANI, II-digit, or collect cdpd/ced step.
Insert a delay of sufficient length to allow the transferring party to complete the transfer.
A delay is not required before a collect x digits after announcement step because a collect
announcement is restarted for the caller when the transfer is complete.

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Call Vectoring interactions

Interaction Description
AP Demand Print A VDN cannot be used as an argument to the FAC for AP Demand
Print.
Attendant Control of If a route-to step in a vector dials a controlled trunk group,
Trunk Group Access vector processing continues at the next step.
Attendant Recall Attendant Recall to a VDN is blocked.
AUDIX Interface A route-to step in a vector call the AUDIX extension. If a voice
port can be seized to that adjunct, vector processing is terminated.
The system sends a message to AUDIX requesting retrieval of
messages for the originating extension (not the VDN).
AUDIX also be accessed by the queue-to split and check
split commands. Also, the messaging step use an AUDIX hunt
group in its operation.
Authorization Codes If authorization codes are enabled, and if a route-to command
in a prompting vector accesses Automatic Alternate Routing or
Automatic Route Selection and the VDN’s Facility Restriction Level
(FRL) does not have the permission to utilize the chosen routing
preference, then no authorization code is prompted for and the
route-to command fails.
Automatic Alternate Any route-to command in a vector can dial an AAR/ARS FAC
Routing (AAR)/ followed by other digits. It cannot dial only the Facility Access
Automatic Route Code.
Selection (ARS)
Automatic Callback Automatic Callback cannot be used for calls placed to a VDN.
Bridged Call VDN extensions cannot be assigned to bridged appearance
Appearance buttons. A route-to command to an extension with bridged
appearances updates bridged appearance button lamps.
Busy Verification - Busy verification of VDNs is denied and intercept tone is
Terminals, Trunks returned.
Call Coverage A VDN be administered as the last point in a coverage path.
Call Forwarding Calls can be forwarded to a VDN. Calls placed by a route-to
command to an extension that has call forwarding activated are
forwarded.
An attendant or phone with console permission cannot activate/
deactivate call forwarding for a VDN.
An attendant or phone with console permission cannot activate/
deactivate call forwarding for a vector-controlled hunt group.

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Interaction Description
Call Detail Recording You can administer the Feature-Related System Parameters
screen so that the VDN extension is used in place of the Hunt
Group or Agent extension. This overrides the Call to Hunt Group
- Record option of Call Detail Recording (CDR) for Call Vectoring
calls.
If a vector interacts with an extension or group that has Call
Forwarding All Calls active, normal Call Forwarding/CDR
interactions apply.
For incoming calls to a VDN, the duration of the call is recorded
from the time answer supervision is returned.
If answer supervision is returned by the vector, and the call never
goes to another extension, then the VDN extension is recorded as
the called number in the CDR record.
If the call terminates to a hunt group, then the VDN, hunt group, or
agent extension is recorded as the called number as per the
administration described above.
If the call terminates to a trunk, then the following two CDR records
are generated:
• An incoming record with the VDN as the called number and the
duration from the time answer supervision was provided to the
incoming trunk.
• An outgoing record containing the incoming trunk information as
the calling number and the dialed digits and the outgoing trunk
information as the called number.
Outgoing vector calls generate ordinary outgoing CDR records
with the originating extension as the calling number.
No Ineffective Call Attempt records are generated for Call
Vectoring route-to commands that are unsuccessful.

Call Detail Recording - If a route-to number command in a vector specifies an CDR

Account Code Dialing account code, vector processing continues at the next step.

Call Park Calls cannot be parked on a VDN.

Call Waiting If an extension is busy and has call waiting termination
Termination administered, the route-to with cov n operation is
treated as unsuccessful and vector processing continues at the
next step. Route-to with cov y is successful (call will wait)
and vector processing terminates.
Class of Restriction Each VDN in the system has a Class of Restriction (COR)
associated with it. This VDN COR is used to determine the calling
permissions/restrictions, the AAR/ARS PGN, and the priority
queueing associated with a vector.
Code Calling Access A VDN cannot be used as the argument to the code calling access
feature access code.
If a route-to number command in a vector specifies the code
calling feature access code, vector processing continues at the
next step.

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Interaction Description
Conference A call to a VDN can be included as a party in a conference call only
after vector processing terminates for that call.
Data Restriction Music will play on calls from data restricted extensions when the
call receives music as the result of a wait-time vector step.
Facilities Restriction If a route-to command dials an external number using AAR/
Level ARS, the FRL associated with the VDN COR is used to determine
the accessibility of a routing preference in an AAR/ARS pattern.
Facility Busy Indication The facility busy lamp indication for a VDN is always off. A facility
busy button can be used to call a VDN.
Facility Test Calls If a route-to number command in a vector specifies a Facility
Test Call, vector processing continues at the next step.
Forced Entry of If a COR requiring entry of account codes is assigned to a VDN,
Account Codes the route-to number commands executed by the
associated vector are unsuccessful and vector processing
continues at the next step.
Individual Attendant A call sent to an attendant by a route-to number command
Access can wait in the attendant priority queue. The call is removed from
vector processing.
Integrated Directory VDN names and extensions are not available in the Integrated
Directory feature.
Intercept Treatment A VDN cannot be used for Intercept Treatment.
Inter-PBX Attendant A route-to number command in a vector can dial the Inter-
Calls PBX Attendant. If the call attempts to access a controlled trunk
group, vector processing continues at the next step.
Intraflow and Interflow The functionality of intraflow and interflow can be obtained using
the check and goto Call Vectoring commands.
Calls can intraflow from an ACD split or skill that is not vector-
controlled into one that is vector-controlled.
Leave Word Calling Leave Word Calling (LWC) messages cannot be stored, canceled,
or retrieved for a VDN.
Night Service A VDN can be administered as a night service destination.
Route-to commands that route to destinations with night
service activated redirect to the night service destinations.
Priority Calling A VDN cannot be used with the priority calling access code.
Intercept tone is supplied to the user. If a route-to number
in a vector specifies the priority calling access code, vector
processing continues at the next step.
Property Management VDNs cannot be used with the following features and functions:
System Interface Message Waiting Notification, Check-In, Check-Out, Room
Status, and Automatic Wakeup.

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Interaction Description
Recorded The first announcement extension, second announcement
Announcement extension, first announcement delay, second announcement
delay, and recurring second announcement do not exist for a
vector-controlled hunt group.
Redirection on No If an ACD split or skill or direct agent call is not answered after an
Answer administered number of rings, RONA can redirect that call to a
VDN for alternate treatment.
Ringback Queueing External call attempts made using route-to commands with
coverage no are not queued using Ringback Queueing when all
trunks are busy. External call attempts made using route-to
commands with coverage yes are.
Route Calls to Agent by Using the skill level preference parameters, you can request a
skill level preference to route calls to an available (idle) agent who has a
specified skill level or is in a skill level range.
This option is specified by using the skill level preference
parameters on the check Vectoring command. In an agent
surplus condition (available-agents > 0), you can request that the
call is routed to an available agent who has a specific skill level or
a skill level within a specified range.
If you select pref-level, the system displays only the Skill Level1
field, where you can enter a skill value of 1-16. If you select pref-
range, the system displays two fields, Skill Level1 and Skill Level2.
Using these two fields, you can enter a range of preference levels,
such as 5 (Skill Level1) to 13 (Skill Level2). The values in both
these fields need to be between 1 and 16. The number in Skill
Level2 field needs to be equal to or greater than the number you
enter in the Skill Level1 field.
• Skill: Skill level preference options are only available for the
check skill version of the command, not for check split or check
best.
• if available-agents > 0 or greater: This option
ensures that the skill level preference is applied only in agent
surplus conditions.
• all-levels: The system ignores the skill level of the agent.
This is the default value.
• pref-level: The system displays the Skill Level1 field in
which you can enter a skill level value for the agent from 1 to 16.
Preference level of 1 is the best while 16 is the least.
• pref-range: The system displays two fields, Skill Level1 and
Skill Level2. Using these two fields, you can enter a range of
preference levels, such as 5 (Skill Level1) to 13 (Skill Level2).
The values in both these fields need to be between 1 and 16.
The number in Skill Level2 field needs to be equal to or greater
than the number you enter in the Skill Level1 field.

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Interaction Description
Following is a sample vector command:
check skill 5 pri h if available-agents > 0 pref-
range 1 to 3
queue-to skill 17 pri t

For example, in agent surplus conditions, this feature allows you

to route high-value and critical calls to the best skilled agents for
this skill and route the low valued calls to trainees or novice agents
who have the assigned same skill.
For more details on syntax and usage of check skill command and
skill level preference parameters, see the Programming Call
Vectoring Features in Avaya Aura ® Call Center Elite document.
Send All Calls If the destination of a route-to with coverage no
command has the Send All Calls (SAC) feature active, calls are
not redirected. If there is an idle appearance, the call terminates
and vector processing stops. If not, vector processing continues at
the next step.
If the send-calls button is pressed after a vector call is terminated,
button activation is denied.
Time of Day Routing Since a route-to number command in a vector can specify
the Automatic Alternate Routing (AAR) or Automatic Route
Selection (ARS) access codes, the Time-of-Day (TOD) routing
algorithm can be used to route the call.
Timed After Call Work A Timed After Call Work (TACW) interval can be assigned to a
(ACW) VDN.
Associated field: After
Xfer or Held Call For incoming ACD or DAC calls, an Auto-In agent is placed into
Drops Timed ACW mode, instead of immediately making the agent
available, if the caller drops a held call or the agent transfers the
call. You can enable this feature for the agents in a hunt group or
for calls delivered from a VDN when the Timed ACW Interval field
is set to a non-0 value.
Timed Reminder The attendant Timed Reminder is not available for calls placed,
transferred, or extended to a VDN. Vectoring causes all other
timers to be ignored.
Transfer Calls can be transferred to a VDN.
Traveling Class Mark A TCM is sent when a route-to command dials a seven-digit
Electronic Tandem Network (ETN) or 10-digit Direct Distanced
Dialed number using AAR/ARS. This TCM is the FRL associated
with the VDN Class of Restriction (COR).
VDN in a Coverage A call covering to a VDN can be routed to any valid destination by
Path the route-to command. You can enable the Cvg Enabled for
VDN Route-to Party field on the Coverage Path screen to allow
a second redirection when a route-to command with cov = y
vector step processes a previously covered call routed to a VDN.
The default is n which retains the single redirection operation.

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Interaction Description
When the route-to command terminates a covered call locally,
information about the principal and the reason for redirection is
retained with the call. This information is displayed on the phone,
or passed to an AUDIX or a Message Center system.
The COR assigned to a VDN determines the PGN. The PGN in
turn determines the AAR or ARS routing tables used by route-
to commands.
When a call covers to a VDN, VDN Override rules have no effect
on the display shown on an answering display telephone. This
station shows the normal display for a covered call.

Call Vectoring and BCMS/CMS interactions

Call Vectoring interacts with a management information system that helps monitor and report
Call Vectoring activities. The management system is either an Avaya Call Management System
(CMS) or an Avaya Basic Call Management System (BCMS).
CMS, which is installed on an adjunct processor, collects and processes ACD information to
generate reports. BCMS, which is part of Communication Manager, collects ACD information
and generates a limited number of reports. CMS reporting and data storage capabilities are
much more extensive than those of BCMS.

About CMS/BCMS tracking

Tracking is the identifying of call flows and other actions relevant to call handling. There are
three classes of call flows: split flows, VDN flows, and vector flows. The specific types of call
flows and actions in a Call Vectoring environment that CMS/BCMS tracks include the following:
• Inflows (flow ins)
• Outflows (flow outs)
• Dequeues
• Abandons
• Answers
• Busies
• Disconnects
The split supervisor can use VDN and vector flows to evaluate how effective vector
programming is at the site in question. The supervisor can use split flows to determine the
manner in which the splits at the site are handling incoming telephone calls.

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Defining and interpreting call flows

The manner in which specific call flows are defined and interpreted depends upon the call flow
class in question, the management system in effect, and the version of the switch being used.
Management systems include CMS and BCMS.
The following sections define and interpret specific call flows according to these parameters.
Answered and abandons
The most important tracking items for most VDNs and vectors are the number of calls answered
and the number of calls abandoned. The CMS provides VDN profiles that show when calls are
answered and abandoned. Ten service level intervals are administered for these profiles.
These intervals can have smaller time intervals around the time most calls are answered and
when most calls abandon to get more detailed information.
This data can be used to determine what an acceptable service level is for most callers. The
percentage answered within the administered acceptable service level is also shown on the
Call Profile reports. For VDNs, the calculation is ACD calls answered and non ACD calls
connected within the service level divided by calls offered to the VDN (including calls that inflow
to the VDN).
For split/skill statistics, the calculation is ACD calls answered within the service level divided
by calls queued to the split/skill (answered calls, abandoned calls, calls that flow out, calls that
dequeue). In most cases the VDN percentage will be higher then the split percentage since
calls dequeued from a split/skill are counted as answered, abandoned, or outflows for the
VDN.
Changes made to a vector or to staffing will typically affect the VDN call profile. Even the
wording of an announcement can affect the abandon profile. It is worthwhile to review the
VDN’s call profile before and after any change to determine if the change had a positive
impact.
Busies and disconnects
Busy calls and forced disconnects reported on the CMS indicate how many calls the VDN or
vector turned away. If forced disconnect is used out of business hours, the item indicates how
many customers expected the call center to be operating during a specific time interval. If
busies are given when the queues are full or waiting times are long, the number of busies in
an interval suggests a staffing change. If disconnect is used to deny an LAI attempt, a large
number of denials indicate a busy time at multiple sites.
VDN inflows and outflows
CMS and BCMS standards for interpreting VDN inflows and outflows

Flow type Management Description

system
VDN flow in CMS Calls that flow into the VDN using a route-to VDN
command or by Redirection on No Answer to a VDN.
BCMS (Not tracked.)

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Flow type Management Description

system
VDN flow CMS Calls that successfully flow out of a VDN to another VDN
out or to an external location using a route-to command.

BCMS Same as for CMS.

Vector inflows and outflows

CMS standards for vector inflows and outflows
Vector flow-in pertains to calls that flow into a vector from another vector using a route to or a
goto vector command. Vector flow out pertains to calls that successfully flow out of a vector
using a route to or a goto vector command.
CMS and BCMS standards for interpreting split flows
CMS and the BCMS are grouped together because both the systems interpret two split flow
types identically. The flows include inflow and outflow. CMS interprets another split flow type,
dequeue. BCMS does not interpret this split flow type because BCMS does not have a dequeue
tracking item.
Primary split is defined as the first split in a VDN to which a call actually queues. Therefore,
the split is not necessarily the first split referenced in the vector.
Another split becomes the primary split if either of the following events occurs:
• Call cannot queue to the originally-targeted split because the split has no queue slots
available.
• Call leaves the VDN, for example, using a route-to VDN command, and is queued to
another split as a result.
If the call leaves vector processing and does not queue to another split, for example, as a result
of a route-to extension command, there is no new primary split.

The following table indicates how CMS and BCMS interpret split flows.

Flow type Management Interpretation

system
Inflow CMS Calls that ring at an agent in a split other than the primary.
BCMS Same as for CMS.
Outflow CMS Calls that are dequeued from a primary split using a route-
to or messaging split command, or by ringing at or
being answered by an agent in another split to which the call
is also queued.
BCMS Same as for CMS.
Dequeue CMS Calls that are dequeued from and not answered by any split
other than the primary split in a VDN.
BCMS Not tracked.

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When a call is not answered due to an outflow, abandon, busy, or disconnect, the disposition
of the call is tracked for the primary split as long as the call is still queued when the call
abandons, outflows, etc. However, if the call abandons or outflows from ringing, the disposition
is recorded for the split. On the CMS, the other splits to which the call is queued track a dequeue
when the call outflows, abandons, is given busy treatment, or is disconnected.
If the primary split in a VDN is unmeasured, an outflow, abandon, busy, or disconnect is not
tracked for the call. Also, an answer is not tracked if the call is answered by an agent in the
primary split.
Examples of split flow tracking
The following sections provide some examples of tracking in CMS and BCMS. Each section
first presents a scenario of Call Vectoring events. The scenario is then followed by a table in
which the tracking for the various splits involved is recorded. Following each tracking table, an
explanation of the tracking procedure is provided.
The scenarios presented include the following:
• Call answered by a primary split.
• Call answered by a non primary split.
• Call abandoned from queue.
• Call answered by a primary split after a route to VDN.
• Call answered by a non primary split after a route to VDN.
• Call answered after a route to split.

Note:
Inflows, outflows, and dequeues are not tracked for splits administered by the converse-
on split command. However, if a converse split and subsequently a non converse split
answer the call, CMS or BCMS tracks an answer for each split. However, CMS or BCMS
treats a call as answered only when a non converse split answers the call. Therefore, traffic
measurements for converse splits must be used only to measure converse split traffic and
not to calculate the total number of calls.
Call answered by a primary split
The following scenario involves a call answered by the primary split. The scenario is as follows:
1. Call comes into a VDN where the vector queues the call to splits 1, 2 and 3.
2. Call is answered in split 1.
The following table shows the tracking table for this scenario.

Split tracking
1 2 3
CMS answer dequeue dequeue
BCMS answer

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Comments:
• CMS: Dequeue is tracked in split 2 and split 3 because the call is answered by the primary
split, that is, split 1 and is, therefore, dequeued from splits 2 and 3 without being answered
in the splits.
• BCMS: No dequeue tracking item is available.
Call answered by a non-primary split
The following scenario involves a call answered by a non primary split. The scenario is as
follows:
1. Call comes into a VDN where the vector queues the call to splits 1, 2 and 3.
2. Call is answered in split 2.
The following table shows the tracking table for call answered by non-primary split.

Split tracking
1 2 3
CMS outflow inflow answer dequeue
BCMS outflow inflow answer

Comments:
• CMS: Outflow is tracked in split 1 because the call is answered by an agent in another
split to which the call is queued, that is, split 2. Although the call is removed from split 1
after the call is answered in split 2, dequeue is not tracked in split 1 because split 1 is the
primary split. Inflow is tracked in split 2 because the call is answered in this split and the
split is not the primary split. Dequeue is tracked in split 3 because the call is removed
from the split without being answered there. When the call is removed from split 3, outflow
is not tracked in split 3 because this split is not the primary split.
• BCMS: Outflow is tracked in split 1 because the call is answered by an agent in another
split to which the call is queued, that is, split 2. Inflow is tracked in split 2 because the call
is answered in this split and the split is not the primary split. When the call is removed
from split 3, outflow is not tracked in split 3 because this split is not the primary split.
Call abandoned
The following scenario involves a call abandoned by the caller. The scenario is as follows:
1. Call comes into a VDN where the vector queues the call to splits 1, 2, 2 and 3.
2. Call is abandoned.
The following table shows the tracking table for abandoned calls.

Split tracking
1 2 3
CMS abandon dequeue dequeue
BCMS abandon

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Comments:
• CMS: Abandon is tracked in split 1 because this split is the primary split. Dequeue is
tracked in splits 2 and 3 because the call is dequeued from these splits without being
answered in either split.
• BCMS: Abandon is tracked in split 1 because this split is the primary split. Tracking is not
recorded in splits 2 and 3 because no dequeue tracking item is available.
Call answered by a primary split after a route to VDN
The following scenario involves a call answered by the primary split after a route-to VDN
command is executed. The scenario is as follows:
1. Call comes into a VDN where the vector queues the call to splits 1, 2 and 3.
2. Vector executes a route-to VDN step.
3. Call is then queued to splits 4, 5 and 6.
4. Call is answered in split 4.
The following table shows the tracking table for call answered by primary split after route to
VDN.

Split tracking
1 2 3 4 5 6
CMS outflow dequeue dequeue answer dequeue dequeue
BCMS outflow answer

Comments:
Split 1 is the original primary split, because this is the first split to which the call actually queues.
However, split 4 becomes the new primary split because:
• Call leaves the original VDN upon execution of the route-to VDN step.
• Split 4 is the first split to which the call queues upon execution of this step.
• CMS: Outflow is tracked in split 1 because this split is the original primary split, and the
call is dequeued from this split using a route-to VDN step. Dequeue is tracked in splits
2, 3, 5, and 6 because the call is dequeued from each of the splits without being answered
in any one of the splits.
• BCMS: Outflow is tracked in split 1 because this split is the original primary split.
Call answered by the non-primary split after a route to VDN
The following scenario involves a call answered by the non primary split after a route-to VDN
command is executed. The scenario is as follows:
1. Call comes into a VDN where the vector queues the call to splits 1, 2 and 3.
2. Vector executes a route-to VDN step.
3. Call is then queued to splits 4, 5 and 6.
4. Call is answered in split 5.

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The following table shows the tracking table for call answered by non-primary split after route
to VDN.

Split tracking
1 2 3 4 5 6
CMS outflow dequeue dequeue outflow inflow answer dequeue
BCMS outflow outflow inflow answer

Comments:
• CMS: Outflow is tracked in split 1 because this split is the original primary split, and the
call is dequeued from this split using a route-to VDN step. Dequeue is tracked in splits
2, 3, and 6 because the call is dequeued from each of the splits without being answered
in any one of the splits. Outflow is tracked in split 4 because this split becomes the new
primary split after the route-to VDN step is executed and the call is subsequently
dequeued from this split by being answered in another split (split 5) to which the call is
also queued. Finally, inflow is tracked in split 5 because the call is answered in this split,
and the split is not the primary split.
• BCMS: Outflow is tracked in split 1 because this split is the original primary split. Outflow
is tracked in split 4 because this split becomes the new primary split after the route-to
VDN step is executed. Finally, inflow is tracked in split 5 because the call is answered in
this split, and the split is not the primary split.
Call answered after a route to split
The following scenario involves a call answered after the call is routed to a split using a route-
to digits or messaging split command. The scenario is as follows:
1. Call comes into a VDN where the vector queues the call to splits 1, 2 and 3.
2. Vector executes a route-to digits or messaging split step.
3. Call is queued to split 4 and answered by an agent in split 4.
The following table shows the tracking table for call answered after route to split.

Split tracking
1 2 3 4
CMS outflow dequeue dequeue answer
BCMS outflow answer

Comments:
• CMS: Outflow is tracked in split 1 because this split is the original primary split, the call is
dequeued from this split using a route-to digits or messaging split step, and
the call is answered in split 4, which becomes the new primary split. Dequeue is tracked

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in splits 2 and 3 because the call is dequeued from each of the splits without being
answered in any one of the splits.
• BCMS: Outflow is tracked in split 1 because this split is the original primary split and the
call is answered in split 4, which becomes the new primary split.
Evaluating split performance
By using the information presented to this point, along with the information from various reports
(as discussed in the next section), the split supervisor can answer more than one question
concerning split performance and then make adjustments, if necessary. Here are some of the
questions the supervisor can answer:
1. How many ACD calls offered to my split were mine (that is, were offered to this split
as the primary split)?

Note:
Split ACD calls include direct agent calls for BCMS, but not for CMS, which tracks
direct agent calls separately.
2. How many of my ACD calls did my split not answer?
3. How many ACD calls that I didn’t answer weren’t mine?
The following sections present the answers to these questions from the perspective of the CMS
and BCMS.
CMS
The following answers reflect the use of the CMS:
• The number of calls offered to my (primary) split that were mine can be determined by an
examination of the CMS Split Summary Report. The algorithm is as follows:
CALLSOFFERRED - INFLOWCALLS - DEQUECALLS (that is, the total number of calls
offered minus the number of calls not mine that I answered minus the number of calls not
mine that I didn’t answer.)
• The number of my calls that my split didn’t answer can be determined by an examination
of the CMS VDN Report. The algorithm is as follows: ABNCALLS + BUSYCALLS +
DISCCALLS + OUTFLOWCALLS (that is, the number of abandoned calls plus the number
of busy calls plus the number of disconnected calls plus the number of calls outflowed
from my split tagged as a primary split).
• The number of calls not mine that my split didn’t answer is DEQUECALLS, which is
indicated in the CMS Split Summary Report.
BCMS
The number of calls offered to my split that were mine can be determined by an examination
of the BCMS Split Report. The algorithm is as follows: ACDCALLS + ABNCALLS +
OUTFLOWCALLS - INFLOWCALLS (that is, the total number of calls answered plus the total
number of calls abandoned from my split tagged as a primary split plus the number of calls
that outflowed my split tagged as a primary split minus the number of calls answered that were
not directed to my split tagged as a primary split).
Using CMS and BCMS reports to evaluate Call Vectoring activity
There are a number of CMS and BCMS reports that allow you to evaluate Call Vectoring activity.
Some of these facets include the call flows present within Call Vectoring as well as the speeds

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at which calls are answered. The sections that follow identify and discuss the CMS and BCMS
reports that indicate this activity.
CMS reports
CMS has real-time, historical, and integrated reports. Most of the CMS historical reports are
available in the following four formats: intra-hour, daily, weekday, and monthly. The following
list identifies and describes several CMS reports that summarize Call Vectoring activity. For
more information, see the Avaya CMS Supervisor Reports document.

Note:
The reports described in this section are generated in CMS R3 and newer releases of the
CMS. Corresponding CMS R2 reports do not provide information that reflects capabilities
that are new to the switch, for example, internal or external call tracking.
• Split Summary Report summarizes the call activity for an entire split. Among other
information, the report provides the number of calls answered, the total number of flow
ins (inflows), flow outs (outflows), dequeues, and abandoned calls.
The report also indicates the average speed of answer (interval ASA) for calls. This refers
to the sum of the queue time and ring time for a call within the answering split only. Finally,
the report indicates the dequeued average queue time, which is the average time a call
waits until it is answered by another split to which the call is also queued.
• VDN Report summarizes VDN activity for specific vectors. Among other information, the
report provides calls answered, connected, abandoned, the number of VDN Flow Ins/
Outs, calls forced busy, and calls forced disconnect. VDN Flow In pertains to calls that
flow into a VDN from another VDN using a route-to command. VDN Flow Out pertains
to calls that successfully flow out of VDN to another VDN or external location using a
route-to command.
• Vector Report summarizes vector activities. Among other information, the report provides
the number of calls offered, calls answered, calls abandoned, Vector Flow Ins/Outs, calls
forced busy, and calls forced disconnect. Vector Flow In pertains to calls that flow into a
vector from another vector using a route-to or goto vector command. Vector Flow
Out pertains to calls that successfully flow out of a vector using a route-to or goto
vector command.
BCMS reports
BCMS has a real-time split report, split historical reports, real-time VDN reports, and VDN
historical reports. The following list identifies and describes several BCMS reports that
summarize Call Vectoring activity. For more information on these and other related reports,
see the Avaya Aura®Communication Manager 5.2 Software - Basic Call Management System
(BCMS) Operations document.
BCMS Split Report
Summarizes the call activity for an entire split. The information can be requested either daily
or by the administered time period. Among other information, the report provides the total
number of flow ins (inflows) and flow outs (outflows), the calls answered and calls abandoned.

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The report also provides the average speed of answer time for calls handled by the split during
the indicated time period.
VDN Summary Report
Summarizes statistical information for all internally-measured VDNs. The information can be
requested by the administered time interval or daily. The list bcms vdn report gives multiple
time periods or days for a single VDN. The list bcms summary vdn report gives a one-line
summary per vdn (with data from the specified times or days), but can give the data for
numerous vdns.
The report also indicates the total number of flow outs, specifically, the number of calls that
route to another VDN or to a destination external to the switch. However, calls that encounter
a goto vector command are not shown as outflows. No further measurements are taken
on the calls once the calls have outflowed. If an outflowed call later abandons, this is not
indicated in the report.
Among other information, the VDN report provides a total for offered calls, answered calls,
abandoned calls, and also one for calls that were either forced busy or forced disconnect.
VDN Real-Time Report
Provides statistical information including the number of calls currently waiting and the oldest
call waiting. The VDN real-time report has the same characteristics as other real-time BCMS
reports.
Using CMS in an EAS environment
The same tracking and database items used within a traditional Call Vectoring environment
are used within an EAS environment but there are also new items that are specific to EAS. All
existing custom reports work when you are upgrading to EAS.
Related topics explain how the following entities are tracked in an environment with EAS
optioned.
Agents and skills
The fields under the Extn column in the CMS Real-Time Agent Report show the extension that
the agent is logged into. The fields can be used to locate the agent or to service observe the
agent.
With EAS enabled, the Skill Status Report replaces the Split Status Report. The report
indicates the skills logged into and the skill level of each skill. If too many calls are waiting, or
if calls are waiting too long (also shown on the Skill Status report), it is possible that not enough
agents have the skill administered at a high enough skill level.
An agent can be denied login to some skills if the maximum agents or skill number is met or if
the CMS limit on agent or skill pairs logged in has been reached.
CMS reports show only the first 15 skills that an agent is logged into.
DAC calls
Waiting direct agent calls are not included in the calls waiting and Oldest Call Waiting (OCW)
report fields for skills because such calls are not skill calls. However, direct agent calls are
included in the two report fields for VDNs.

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The Queue/Agent Summary Real-Time Report lists separately the direct agent calls waiting in
a skill queue. direct agent calls are queued to the skill that is administered as the direct agent
skill. To manage the skill’s queue slots effectively, it is recommended that a skill be dedicated
for direct agent calls.
Since direct agent calls are not skill calls, the skill tables do not track direct agent calls; however,
the tables do monitor skill queue slots. The agent’s time is tracked as OTHER in the skill tables.
In the agent tables, there are separate direct agent call items. The standard CMS agent reports
add the direct agent calls and the skill ACD calls and report these calls as ACD calls. The VDN
tables track direct agent calls as ACD calls.
Non-ACD calls
The first measured skill that an EAS agent is logged into is used by CMS to track non-ACD
calls unless the agent has an ACD call on hold. If an ACD call is on hold, outgoing non-ACD
calls are counted for the skill of the held ACD call.
VDN skill preferences
VDN skill preference data is collected to provide information on what groups of agents (skills)
are handling calls and on how effectively each skill group handles a particular VDN.
Real-time and historical VDN Skill Preference reports can be used to compare the percentage
of calls being answered by the 1st, 2nd, and 3rd VDN preferences against an objective. If too
few calls are being answered by the 1st skill preference, the vector can be adjusted to allow
more time for the 1st skill preference group to answer calls; another alternative is to train or
hire more agents with the 1st skill preference.
You can use VDN skill preference data to compare the average talk time and average ACW
time for agents in the 1st, 2nd, and 3rd skill groups. If these times vary too much across groups,
more training is required for the backup groups, that is, the 2nd and 3rd skill groups.
VDN skill preference data is tracked according to the skill preferences (1st, 2nd, 3rd) assigned
to the VDN. Whenever a vector step either references a 1st, 2nd, or 3rd skill or specifies a skill
number that matches the 1st, 2nd, or 3rd skill administered, the new database items are
tracked. For example, if VDN 1000 has Skills 21, 22, and 23 administered as the 1st, 2nd, and
3rd skills, respectively, and if the vector associated with VDN 1000 has a queue to main skill
22 step, tracking occurs for the 2nd VDN skill preference if the call is answered by an agent in
Skill 22. Skill preference tracking also occurs for Skills 21 and 23. This allows users who prefer
to specify the actual skill number in the vector to take advantage of the tracking for VDN skill
preferences.
EAS administration from CMS
CMS can be used to administer vectors as well as skills for agents and VDNs. The ACD
Administration: Change Agent Skills CMS screen is used to display and modify the skills and
levels assigned to an agent, as well as the assigned direct agent skill and call handling
preference.
The ACD Administration: Change VDN Skill Preferences screen is used to request a VDN’s
skill preferences and to modify the VDN’s skills.

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The CMS Vector Contents screen is used to create and modify vectors. CMS supports the Call
Vectoring commands that queue calls to the 1st, 2nd, or 3rd VDN skill.

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Chapter 6: Troubleshooting

Expected Wait Time

To verify if Expected Wait Time (EWT) works as intended, use the list trace ewt command
to observe the processing events of all calls. For more information, see “Troubleshooting
vectors” in the Programming Call Vectoring Features in Avaya Aura ® Call Center Elite
document.

Note:
The list trace ewt command is blocked when the Tenant Partitioning feature is set to
y.

Information Forwarding
Review the following troubleshooting hints when information is not forwarded, even though
you received no error message while administering the Shared UUI feature, and all software
and connections meet the minimum requirements:
• If DCS is used, ensure all ISDN trunks between the communication server used for DCS
or remote AUDIX are configured in the D-channel mode.
• For each ISDN trunk administered with the Shared UUI option, ensure the UUI size does
not exceed the UUI IE size that the network can support.
• For all non-QSIG ISDN trunks and SIP trunks, ensure the UUI Treatment field is set to
shared.
• Ensure trunk group options are set correctly for the application and configuration.
• Applications can fail on networks supporting limited UUI transport. Administration
determines which application’s UUI is transported in these cases. If a given application
is failing, first check the administration to determine if the application in question has the
highest priority. This applies to tandem nodes as well as originating nodes.
Applications that originate UUI on tandem nodes can request that assigned priorities at
the tandem node be applied to the resulting UUI. Therefore, it is possible for a tandem
node to erase UUI information received from the originator. Passing UUI through a tandem

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node transparently, as required for UUS Service 1, does not apply to the proprietary
shared UUI procedures of the communication server.

UUI data not forwarded

Sometimes UUI data cannot be forwarded, even though you received no error messages while
administering the Shared UUI feature and all software and connections meet the minimum
requirements. The following list provides items that can be evaluated to troubleshoot the
problem:

Tip:
When a new application is implemented, execute the display events command on a
periodic basis for the appropriate vector. The resulting report notifies you if any UUI data is
not sent.

Proposed Solution
Procedure

1. If DCS is used, ensure that all ISDN trunks between Communication Manager used
for DCS or remote AUDIX are configured in the D-channel mode.
2. For each ISDN or SIP trunk administered with the shared UUI field value, ensure
that the UUI size does not exceed the UUI size that the network can support.
3. Verify that the trunk group options are set correctly for the application and
configuration.
4. Applications can fail on networks supporting limited UUI transport.
Administration determines the UUI of which application is transported in these
cases. If a given application fails, first check the administration to determine if the
application in question has the highest priority. This applies to tandem nodes as well
as to originating nodes.
5. Applications that originate UUI on tandem nodes can request that assigned priorities
at the tandem node be applied to the resulting UUI.
A tandem node can erase UUI information received from the originator. Passing
UUI through a tandem node transparently, as required for UUS Service 1, does not
apply to Communication Manager proprietary shared UUI procedures.

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 Remote agent call problems

Remote agent call problems

Proposed Solution
Procedure

1. If remote agents are experiencing a high volume of phantom calls, the Interflow-
Qpos EWT Threshold is set too low or too high.
2. If remote agents are experiencing a delay between becoming available and
receiving a call, the following can be the cause:
a. The Interflow-Qpos EWT Threshold is set too low.
b. An insufficient number of LAI attempts have been made from the sending
Communication Manager.
In this case, change the interflow-qpos conditional at the sending
Communication Manager. For example, change interflow-qpos=1 to interflow-
qpos <= 2.
c. An insufficient number of tie trunks are available.
3. If remote agents are receiving no calls, the maximum number of vector steps
executed at the sending Communication Manager vector has reached before calls
reached the head of the queue.
In this case, rewrite the vector on the sending Communication Manager.

UCID not transmitted

Review the following troubleshooting hints when UCIDs are not transmitted, even though you
received no error messages while administering the UCID feature and all software and
connections meet the minimum requirements:

Proposed Solution
Procedure

1. A tandem communication server has the Send UCID field set to y for all trunk groups
that AAR/ARS or station users can use to tandem an incoming call.

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2. If Distributed Communication Services (DCS) is used, ensure all ISDN trunks

between the communication servers used for DCS or remote AUDIX are configured
in the D-channel mode.
3. For CMS tracking purposes, ensure all trunks, VDN, and skills or splits that handle
calls for which UCIDs are tracked are administered as measured, either both or
external.

Meet-me Conference

Conference call drops

The conference call drops abruptly for no apparent reason.
Possible reason:
The Vector Disconnect Timer on the System-Parameters Features screen is set to a value that
does is shorter than the duration of the Meet-Me Conference session.
Solution:
Increase the Vector Disconnect Timer value.

Sound volume is too low

Voice volume levels for some conference participants is too low.

Possible The affected conference participants connect through international trunks

reason in which Central Office (CO) loss plans are set for too much loss.
Solution In the System-Parameters Country Options screen, go to Tone & Country
Loss Plans (page 3) and change the values specified in the End-to-End
total loss (dB) in a n-party conference field.

Network Call Redirection

You can use the following methods and resources to analyze NCR problems:

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 Network Call Redirection

Proposed Solution
Procedure

1. When NCR and BSR are both implemented, your first troubleshooting step must be
to verify that no problems exist with BSR polling and interflow operations when NCR
is not administered on the BSR Best Routing Application screen.
After any problems are identified and resolved, set the Net Redir field to y on this
screen for all locations where NCR is used, and verify that NCR works properly.
2. The ISDN message trace information provided by the Message Sequence Tool
(MST) for the ISDN trunk D-channel associated with NCR invocation attempts.
The steps to configure MST for NCR troubleshooting are as follows:
a. Enter the ch MST Switch Administration Terminal command, then on page 1
set the ISDN-PRI field to y, and on page 2 set the ISDN-PRI Filter Data Port
Type field to d-channel and the Port field to the DS1 D-channel switch
equipment location associated with the PRI trunk being used with the NCR
feature.
b. Use the enable mst and the list mist cont Switch Administration
Terminal commands to see NCR-related MST trace data.
c. When a NCR NCT-type invocation is initiated by vector processing operation
or by a manual call-transfer or call-conference/release operation, a D-channel
message is sent to the PSTN switch by Communication Manager to initiate the
merging of the two B-channels associated with the first and second call-legs of
a trunk-to-trunk call.
The following MST trace example is for a NCR Two B-Channel Transfer D-
channel invocation message that has the same general format as for the MCI
NCT, ETSI ECT, or NCD protocols:
<msg #> 62 <time stamp> 40 01 18 0F 08 02 80 02 62 1C 09 91 A1

06 02 01
04 02 01 06

Look for the 91 A1 data-byte sequence shown in bold characters above to verify
that a NCR invocation D-channel message is being sent by the Communication
Manager.
d. If the NCR NCT-type invocation is successful, the PSTN switch will return a D-
channel message to the Communication Manager that has the following general
format:

<msg #> 60 <time stamp> 00 00 4B 17 08 02 93 E5 62 1C 06

03 02 01
01

Look for the 91 A2 data-byte sequence shown in bold characters above to verify
that the PSTN switch accepted the NCR invocation request. A D-channel
message instead sent by the PSTN switch that has 91 A3 or 91 A4 data-byte

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Troubleshooting

sequence indicates the NCR invocation attempt was rejected. Use the
display events System Administration Terminal command to see vector
events that will explain why the NCR invocation failed.
e. For the NCR ETSI ECT protocol, a NCR Request LinkID D-channel message
is first sent to the PSTN switch by Communication Manager to determine which
D-channel to use for this NCR ETSI ECT invocation: This will result in the PSTN
sending a Returned LinkID D-channel message to Communication Manager,
where an example of an Ericsson AXE-10 single-byte LinkID MST message is
as follows:

<msg #> 60 <time stamp> 40 01 18 0F 08 02 00 57 62 1C 13 91 A2

10 02 01
0B 30 0B 06 06 04 00 82 71 01 04 02 01 FE
f. Communication Manager sends an Invoke Explicit ECT D-channel
message to the PSTN switch using the LinkID returned by the PSTN switch,
where an example Ericsson AXE-10 single-byte LinkID MST message is as
follows:

<msg #> 62 <time stamp> 40 01 18 0F 08 02 01 92 62 1C 11 91 A1

0E 02 01
0C 06 06 04 00 82 71 01 01 02 01 FE
g. For any of the NCR NCT-type protocols, a successful invocation results in both
legs of the trunk-to-trunk connection being dropped by the PSTN switch after
the B-channels are merged.
An example of the PSTN switch first dropping the second call-leg by sending a
Disconnect, the Avaya switch sending back a Release, and the PSTN switch
sending a Release Complete D-channel message is as follows:

<msg #> 60 <time stamp> D 40 01 18 0F 08 02 81 92 45 08 02 82 90 1C

23 91
D A1 20 02 02 00 80 02 01 22 30 17 A1
0F 30 06 02
D 01 00 02 01 01 30 05 05 00 02 01 02
82 01 00 83
D 01 00 1C 06 91 A2 03 02 01 0C
<msg #> 62 <time stamp> 40 01 18 0F 08 02 01 92 4D
<msg #> 60 <time stamp> 40 01 18 0F 08 02 81 92 5A

An example of the PSTN switch completing the NCR call-redirection operation

by dropping the first call-leg by sending a Disconnect, Communication
Manager sending a Release, and the PSTN switch sending a Release
Complete D-channel message. To verify the called number information
associated with the NCR setup of the second call-leg is correct and to see the
trunk-related denial events that are generated if the NCR fails, use the list
trace tac <trunk group number> Switch Administration Terminal
command.

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 Network Call Redirection

3. To see the behavior of a particular VDN or vector, use the list trace vdn and
list trace vector Switch Administration Terminal commands to check for NCR
errors.
4. To check for NCR errors using BSR processing:
a. If you are logged in at the Switch Administration Terminal (SAT) using the init
login, enter go tcm
b. When the tcm1> prompt is received, enter the rdd:dp_mgr Bsr_applloc
command to see the total NCR attempts, internal errors, network errors,
successful redirections, and disconnects peg counts that are associated with
BSR call interflows where NCR was invoked.
The peg counts are free-running and are only reset when the Best Service Routing
Application screen is accessed using the ch best SAT command for a particular
BSR application number.
5. If NCR vector invocation by Call Vectoring fails for previous calls, use the display
events SAT command to obtain a real-time display of vector events that are logged
for call redirection attempts.
The possible NCR vector events are as follows:
a. 68: Adjunct Route via NCT failed
b. 310 NCR: Invoke trunk not ISDN
c. 311 NCR: Bad NCR trunk admin
d. 312 NCR: No NCT PSTN service
e. 313 NCR: No NCT outgoing trk
f. 314 NCR: NCT outgo trk drop
g. 315 NCR: PSTN NCT invoke err
h. 316 NCR: PSTN NCT netwrk err
i. 317 NCR: Used NCT trk-to-trk
j. 318 NCR: No NCD PSTN service
k. 319 NCR: NCD invalid PSTN nmbr
l. 320 NCR: NCD call connect err
m. 321 NCR: PSTN NCD invoke err
n. 322 NCR: PSTN NCD netwrk err
o. 323 NCR: PSTN NCD max redirs
p. 324 NCR: PSTN NCD no disc
q. 325 NCR: Internal system err

Troubleshooting NCR for SIP

You can use the following methods and resources to analyze NCR problems:

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Troubleshooting

Proposed Solution
Procedure

1. When a NCR NCT-type invocation is initiated by a vector processing operation or

by a manual call-transfer or call-conference/release operation, a SIP REFER or 302
Moved Temporarily message is sent to the SIP service provider by Communication
Manager to initiate the redirection operation.
You can determine what User-to-User data was sent in the SIP REFER or 302
Moved Temporarily messages, but the absence of User-to-User information does
not mean that an invocation failed, there were no User-to-User info at the time the
message was generated.
The following examples are for SIP NCR invocation messages:
a. A successful SIP NCR invocation with a REFER message:
REFER sip:
30341@135.9.72.61
;transport=tcp SIP/2.0^M
From: “
3322”
<sip:
3322@avaya.com
>;tag=0b6ce3afb70dc14f047524900^M
To: “
ISDN 2”
<sip:
30341@avaya.com
>;tag=0b6ce3afb70dc19a0474ff5700^M
Call-ID: 0b6ce3afb70dc19b0474ff5700^M
CSeq: 1 REFER^M
Max-Forwards: 70^M
Route: <sip:
123.4.72.61;lr;transport=tcp>^M
Via: SIP/2.0/TCP
123.4.72.136:5062;branch=z9hG4bK8010313dfb70dc150047524900^M
User-Agent: Avaya CM/R015x.00.0.822.f^M
Contact: “
test vdn”
<sip:
3322@135.9.72.136
:5062;transport=tcp>^M
Refer-To: <sip:
825030340@avaya.com
?User-to-User=00C8103132333435363738393031323
343536F7020007F803042143%3Bencoding%3Dhex>^M
Content-Length: 0^M
^M

A successful invocation is indicated by the User-to-User information for the

Refer-To header.
The REFER method of NCR invocation is used for the case where the call has
already been answered either in the vector or by an answering station.

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 Network Call Redirection

Failure of the SIP NCR invocation with vector processing will results in
continuation of vector processing at the following step.
b. A successful SIP NCR invocation with a 302 Moved Temporarily response:

SIP/2.0 302 Moved Temporarily^M

From: “
ISDN 2”
<sip:
30341@avaya.com
>;tag=0f0a1affb70dc1ac0474ff5700^M
To: “
3322”
<sip:
3322@avaya.com
>;tag=0f0a1affb70dc15e047524900^M
Call-ID: 0f0a1affb70dc1ad0474ff5700^M
CSeq: 1 INVITE^M
Via: SIP/2.0/TCP
123.4.72.61;branch=z9hG4bK0f0a1affb70dc1ae0474ff5700^M
Server: Avaya CM/R015x.00.0.822.f^M
Contact:
<sip:
825030340@avaya.com
?User-to-User=00C81031323334353637383930313233343536F7020002%
3Bencoding%3Dhex>^M
Content-Length: 0^M
^M

A successful invocation is indicated by the User-to-User information for the

Contact header.
2. The 302 Moved Temporarily method of NCR invocation is used for the before
answer case that only applies within vector processing.
Failure of the SIP NCR invocation in this case results in the stopping of vector
processing.
3. To verify the called number information associated with the NCR setup of the second
call-leg is correct and to see the trunk-related denial events that are generated if
the NCR fails, enter the list trace tac <trunk group number> Switch
Administration Terminal (SAT) command
4. To see the behavior of a particular VDN or vector, enter the list trace vdn and list
trace vector SAT commands to check for NCR errors.
5. If NCR vector invocation by Call Vectoring has failed for previous calls, enter the
display events SAT command to obtain a real-time display of vector events that
are logged for call redirection attempts.
The possible NCR vector events are:
a. 68: Adj Route via NCR failed
b. 311: Bad NCR trunk admin
c. 312: NCR: No NCT service
d. 316: NCR: NCT netwrk err
e. 318: NCR: No service
f. 319: NCR: invalid num

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Troubleshooting

g. 322: NCR: netwrk err

h. 325: NCR: Internal system err
i. 327: NCR: Caller not SIP trk

Multi-site Best Service Routing

Execute a display events command for the appropriate vectors, especially if you have
recently implemented a new BSR application. Vector events identify and indicate the source
of common malfunctions and administration errors.
When tie-trunks or queue slots are exhausted, BSR cannot effectively balance calls across the
network. If such problems are revealed frequently by vector events, review the design of the
BSR application involved. If tie-trunks are frequently exhausted, user adjustments on the
consider location steps can be set too low.
For a list of BSR vector events and definitions, see “Tracking unexpected events” in the
Programming Call Vectoring Features in Avaya Aura ® Call Center Elite document.

Note:
Only the most recent events are displayed when you enter the display events command.
For this reason, view the vector events to quickly identify problems.
To verify that the BSR vectors are operating as intended, enter a list trace vdn or list
trace vec command to observe an individual call processing. For more information, see
“Clearing events” in the Programming Call Vectoring Features in Avaya Aura ® Call Center Elite
document.

Note:
The list trace vdn and list trace vec commands are blocked if the Tenant
Partitioning feature is set to y.
BSR status poll vectors must always end with a reply-best step. Do not use a busy or
disconnect command.

Single-site Best Service Routing

Execute the display events command regularly for the appropriate vectors, especially if
you have just implemented a new BSR application. Vector events identify and indicate the
source of common malfunctions and administration errors.
For a list of BSR vector events and definitions, see “Troubleshooting vectors” in the
Programming Call Vectoring Features in Avaya Aura ® Call Center Elite document.

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 Single-site Best Service Routing

Note:
Only the most recent events are displayed when a display events command is
executed. For this reason, you must periodically display vector events to help quickly identify
problems.
To verify that your BSR vectors are operating as intended, use a list trace vdn or list
trace vec command to observe processing of an individual call.

Note:
The list trace vdn and list trace vec commands are blocked if the Tenant
Partitioning feature is enabled.

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Troubleshooting

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Chapter 7: Security issues

Call Vectoring can be integrated into the security of your switch. For example, Call Vectoring and Call
Prompting can be used to help prevent unauthorized users from gaining access to the switch using the
Remote Access feature. This section explains how this is done.

Remote access
Abuse of remote access on the switch is one of the main methods by which unauthorized users
obtain telephone services illegally. This section explains how a number of Call Vectoring
features can be used to prevent unauthorized use of the remote access feature. No new
development is required for any of these services.
Two methods are available:
• Front-ending remote access
• Replacing remote access

Front-ending remote access

This method gives authorized external callers a VDN extension to call instead of the remote
access extension, which is kept private. The corresponding call vector can then implement a
number of security checks before routing callers to the remote access extension. Routing can
be done using a route-to number or route-to digits step.

The following advantages are possible using this method:

• Call Vectoring can introduce a delay before the dial-tone is provided to the caller.
Immediate dial-tone is often one criterion searched for by a hacker’s programs when the
hacker is trying to break into a system.
• A recorded announcement declaring that the use of Communication Manager services
by unauthorized callers is illegal and that the call is subject to monitoring or recording can
be played for the caller.
• Call Prompting can be used to prompt for a password. In such a case, the call is routed
only if there is a match on the password.
• Use of the remote access extension can be limited to certain times of the day or certain
days of the week.

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Security issues

• Real-time and historical reports on the use of the remote access feature can be accessed
from CMS or from BCMS.
• Different passwords can be used on different days of the week or at different times during
the day.
• Many VDNs that call the remote access extension can be identified. Accordingly,
individuals or groups can be given their own VDN with unique passwords, permissions
and reports. Any abuse of the system or security leak can then be attributed to an
individual or a group.
• The caller can be routed to a VRU using the converse-on step where more
sophisticated security checking, such as speaker recognition, can take place.
• Anyone failing any of the security checks can be routed to a security VDN that routes the
caller to security personnel with a display set or to a VRU. Such a call shows the attempted
password on the display. If the call is passed to a VRU, the VDN, the ANI or the prompted
digits can be captured. CMS and BCMS reports on this security violation VDN gives
information on how often and when security violations occur.

Replacing remote access

For this method, the remote access extension is not used. More than one VDN is designed to
access call vectors that can employ all of the security checks described in the previous section.
The same reports and monitoring or recording capabilities described in the previous section
can also be used. Instead of routing to the remote access extension, the vector collects digits
from the caller and routes to the given destination if there is a match on the password.
Again, multiple VDNs can be created for individuals or groups with different security checks
and different permissions or restrictions. Destination numbers provided by callers can be
screened by the vectors and denied if the user does not have permission to access that
destination. For example, an individual user can be restricted from placing calls to numbers
beginning with area codes 303 and 908.

EAS
With EAS, agent stations can be locked when not staffed. This is accomplished by assigning
the station a COR that does not allow outbound calls or restricts outbound calls from toll
calls.
EAS agents have an optional password of up to nine digits to log in. This password is not
displayed on DCP terminals when the agent is entering the password on the dial pad.

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 Limiting outside access using VDN COR restrictions

Limiting outside access using VDN COR restrictions

Routing calls through Communication Manager with Call Vectoring can raise some security
issues. A VDN has a COR. Calls processed by the vector carry the permissions and restrictions
associated with the COR of the VDN.
For example, if a vector in Communication Manager is written to collect digits and then to route
to the digits dialed, the restrictions on what calls can be placed are determined by the COR of
the latest VDN. Also, checks can be made on the digits that are dialed, using goto if digits
vector commands. For example, goto if digits = 123 to disallow routing to undesired
destinations. The collect digits step can also be limited to collect only the number of
digits required, for example, only collecting five digits for internal dialing.
An incoming caller can access Trunk Access Codes, some FACs, and most other sets of dialed
digits. To deny incoming callers access to outgoing facility paths, configure the COR of the
VDN to deny outgoing access. The configuration must include the following:
• Lowering the Facility Restriction Level (FRL) in the COR to the lowest acceptable value.
FRL=0 provides the most restricted access to network routing preferences.
• Assigning a Calling Party Restriction of Toll or Outward denying Facility Test Call
capability.
• Blocking access to specific CORs assigned to outgoing trunk groups using the Calling
Permissions section of the Class Of Restriction screen.
Review the CORs assigned to the VDNs. If not restricted, assign restrictions on the VDN or
use goto tests on the digits to prevent callers from exiting the system using the vector.

Meet-me Conference security issues

Meet-me Conference is a potential security problem. If Meet-me Conference VDNs are
assigned without access codes, hackers can tie up Meet-me Conference facilities, keeping
others from conducting legitimate business and can potentially access the switch and use the
switch to make unauthorized calls. Therefore, all Meet-me Conference VDNs must have
access codes known to the users only on a need-to-know basis. You must also change the
access codes on a regular basis to reduce the risk of unauthorized access.
If a user tries to change the access code of a Meet-me Conference and is unsuccessful, or if
a user tries to access a Meet-me Conference and uses an invalid access code, a meet-me
event is logged. For more information, see “Tracking unexpected events” in the Programming
Call Vectoring Features in Avaya Aura ® Call Center Elite document.

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Security issues

Vector-initiated service observing

The following restrictions can be used with vector-initiated service observing to guard against
unauthorized use.
• Call prompting commands can be used in service observing vectors to provide passcode
protection, and to limit access to observing specific destinations or verified caller entered
digits.
• Time of Day/Day of Week checks can be incorporated in service observing vectors.
• A vector can be created to be used exclusively for service observing.
• For a VDN to be observed as the result of a route-to command, the VDN must have a
COR that allows it to be observed.
• The calling permissions of the COR assigned to the service observing VDN in conjunction
with the can be observed settings of the COR assigned to the destination determine what
agents, stations, or VDNS can be observed.

Voice Response Integration (VRI)

When a converse step is used to access a VRU application that returns data for a collect
digits step, the opportunity for toll fraud exists when the VRU application fails to return any
data. Ensure that one of the following is true to prevent toll fraud:
• If the collected digits are used to route calls internally, be certain that the COR for the
VDN does not allow calls to route externally.
• If you have to use collected digits to route calls externally, use a password to verify that
the collected digits have been passed by the VRU application. In the following vector
example the VRU application returns a three-digit password followed by the eight-digit
external number. The vector routes calls without the correct password to a different vector
and routes calls with the correct password to the collected digits.
VRI security
converse-on split 10 pri m passing none and none
collect 3 digits after announcement none
goto vector 23 if digits <> 234
collect 8 digits after announcement none
route-to digits with coverage n

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 Attendant Vectoring security issues

Attendant Vectoring security issues

Security Violation Notification (SVN) referral calls can be directed to an attendant group. These
are priority calls and, as such, cannot terminate to a VDN. However, when the calls are sent
to the attendant group, the calls are treated as ordinary calls. Priority does not apply to
attendant group processing. So, the calls are treated as normal attendant group calls and are
sent through vector processing.

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Security issues

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 Glossary

abandoned call An incoming call in which the caller hangs up before the call is
answered.

Abbreviated A feature that allows callers to place calls by dialing just one or two
Dialing digits.

access code A 1-digit, 2-digit, or 3-digit dial code that activates or cancels a feature,
or accesses an outgoing trunk.

access trunk A trunk that connects a main communications system with a tandem
communications system in an Electronic Tandem Network (ETN) on
page 503. You can use an access trunk to connect a system or tandem
to a serving office or service node. Also called an access tie trunk.

ACCUNET A trademarked name for a family of digital services offered by AT&T in

the United States.

ACD split A method of routing calls of a similar type among agents in a call center.
Also, a group of extensions that are staffed by agents trained to handle
a certain type of incoming call.

adjunct A processor that does tasks for another processor and is optional in the
configuration of the other processor. See also application on
page 498.

adjunct-controlled An ACD split that is administered to be controlled by another application.

split Agents logged in to such splits must do all telephony work, ACD login,
ACD logout, and work mode changes through the adjunct, except for
auto-available adjunct-controlled splits, wherein agents cannot log in, log
out, or change the work modes.

adjunct-monitored An adjunct-controlled call, active-notification call, or call that provides

call event reporting over a domain-control association.

Adjunct Routing A means of evaluating calls before the calls are processed by requesting
information from an adjunct. The Communication Manager requests
instructions from an associated adjunct and makes a routing decision
based on agent availability or the caller information.

ASAI Adjunct-Switch Application Interface (ASAI) is a recommendation for

interfacing adjuncts and communications systems, based on the CCITT
Q.932 specification for layer 3.

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adjusted EWT

adjusted EWT A Best Service Routing (BSR) term for Expected Wait Time (EWT) plus
a user adjustment set by a consider command.

administration A terminal that is used to administer and maintain a system.

terminal

AWOH Administration Without Hardware (AWOH) is a feature that allows

administration of ports without associated terminals or other hardware.

ACW After Call Work (ACW) is a work mode in which agents are unavailable
to receive ACD calls. Agents enter the ACW mode to perform ACD-
related activities such as filling out a form after an ACD call.

agent A member of an ACD hunt group, ACD split, or skill. Depending on the
ACD software, an agent can be a member of multiple splits/skills.

agent report A report that provides historical traffic information for internally measured
agents.

appearance A software process that is associated with an extension and whose

purpose is to supervise a call. An extension can have multiple
appearances. Also called call appearance, line appearance, and
occurrence.

application An adjunct that requests and receives ASAI services or capabilities.

Applications can reside on an adjunct. However, Communication
Manager cannot distinguish among several applications residing on the
same adjunct. Hence, Communication Manager treats the adjunct and
all resident applications as a single application. The terms application
and adjunct are used interchangeably throughout the document.

AES Application Enablement Services (AES) is an Avaya product that

provides a platform for the development of CTI-based applications for
Communication Manager.

application plan A plan used only in multi-site BSR applications. The application plan
identifies the remote switches that are compared in a consider series.
The plan also specifies the information used to contact each
Communication Manager and to interflow calls to the Communication
Manager.

applications A micro-computer based, program controlled computer providing

processor application services for the switch. The processor is used with several
user-controlled applications such as traffic analysis and electronic
documentation.

association A communication channel between adjunct and switch for messaging

purposes. An active association is one that applies to an existing call on
the switch or to an extension on the call.

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 aux-work mode

attendant A person at a console who provides personalized service for incoming

callers and voice-services users by performing switching and signaling
operations.

attendant console The workstation used by an attendant. The attendant console allows the
attendant to originate a call, answer an incoming call, transfer a call to
another extension or trunk, put a call on hold, and remove a call from
hold. Attendants using the console can also manage and monitor some
system operations. Also called console.

AUDIX Audio Information Exchange (AUDIX) is an Avaya messaging system.

AUDIX has been replaced by Message Manager.

auto-in work mode A mode in which an agent is ready to process another call as soon as
the current call is completed. Auto-in work mode is one of four agent work
modes.

AAR Automatic Alternate Routing (AAR) is a feature that routes calls to a

different route than the first-choice route when facilities are
unavailable.

Automatic A feature that enables internal callers, upon reaching a busy extension,
Callback to have the system automatically connect and ring both originating and
receiving parties when the receiving party becomes available.

Automatic Call Automatic Call Distribution (ACD) is a feature that receives calls and then
Distribution depending on administered instructions, delivers messages appropriate
for the caller and routes the call to an agent who is available.

Automatic Circuit A feature that tracks calls of unusual duration to facilitate troubleshooting.
Assurance (ACA) A high number of very short calls or a low number of very long calls signify
a faulty trunk.

Automatic Number A display of the calling number so that agents can access information
Identification (ANI) about the caller.

Automatic Route A feature that allows the system to automatically choose the least-
Selection (ARS) expensive way to send a toll call.

automatic trunk A trunk that does not require addressing information because the
destination is predetermined. A request for service on the trunk, called a
seizure, is sufficient to route the call. The normal destination of an
automatic trunk is the communications-system attendant group. Also
called automatic incoming trunk and automatic tie trunk.

auxiliary trunk A trunk used to connect auxiliary equipment, such as radio-paging

equipment, to a communications system.

aux-work mode A mode in which agents are unavailable to receive Automatic Call
Distribution (ACD) calls. Agents enter aux-work mode when involved in

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available agent strategy

non-ACD activities such as taking a break, going to lunch, or placing an

outgoing call.

available agent A strategy that determines how the Best Service Routing (BSR)
strategy commands in a vector identify the best skill when multiple skills have
available agents.

Avaya Aura ® A converged communications platform unifying media, modes, network,

devices, applications. Avaya Aura® is based on the SIP architecture with
Session Manager at the core.

barrier code A security code used with remote access to prevent unauthorized access
to the system.

Basic Call An application on the Communication Manager that monitors the

Management operations of an ACD application. BCMS collects data related to the calls
System (BCMS) on the Communication Manager and organizes the data into reports that
help manage ACD facilities and personnel.

BRI Basic Rate Interface (BRI) is an ISDN configuration that offers two bearer
(B) channels for voice and data and one data channel for signaling.

Bearer Capability A code that identifies the type of a call (for example, voice and different
Class (BCC) types of data).

best The split, skill, or location that can provide the best service to a caller as
determined by Best Service Routing (BSR) on page 500.

bridge (bridging) The appearance of a phone extension at other phones.

bridged A call appearance on a telephone that matches a call appearance on

appearance another telephone for the duration of a call.

Best Service An Avaya Communication Manager feature based on Call Vectoring that
Routing (BSR) routes ACD calls to the split, skill, or contact center best able to service
each call. BSR can be used on a single Communication Manager, or to
integrate resources across a network of Communication Manager.

Business A feature that establishes different service levels for different types of
Advocate calls. For example, a company decides that a premium customer must
receive service before the other types of customers.

BHCC Busy-Hour Call Completion (BHCC) is a measure of the number of calls

that Communication Manager successfully completes during the peak
hour of a network.

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 channel

call appearance 1. For the attendant console, the six buttons labeled a-f used to
originate, receive, and hold calls. Two lights next to the button
show the status of the call appearance.
2. For the telephone, a button labeled with an extension and
used to place outgoing calls, receive incoming calls, or hold
calls. Two lights next to the button show the status of the call
appearance.

callback call A call that automatically returns to a voice-terminal user who activated
the Automatic Callback on page 499 feature.

Call Detail A feature that uses software and hardware to record call data.
Recording (CDR)

Call Management An application that enables customers to monitor and manage

System (CMS) telemarketing centers by generating reports on the status of agents,
splits, trunks, trunk groups, vectors, and VDNs. CMS enables customers
to partially administer the ACD feature for a communications system.

call vector A set of vector commands used to process an incoming or internal call.

call work code A number entered by ACD agents to record the occurrence of customer-
defined events (such as account codes, social security numbers, or
phone numbers) on ACD calls.

cause value A value that is returned in response to requests or in event reports when
a denial or unexpected condition occurs.

CCS or hundred A unit of call traffic. Call traffic for a facility is scanned every 100 seconds.
call seconds There are 3600 seconds per hour. The Roman numeral for 100 is the
capital letter C. The abbreviation for call seconds is CS. Therefore, 100
call seconds is abbreviated CCS. If a facility is busy for an entire hour,
the facility is said to have been busy for 36 CCS.

Central Office (CO) A switch owned by a local telephone company that provides local
telephone service (dial-tone) and access to toll facilities for long-distance
calling.

channel 1. A circuit-switched call.

2. A communications path for transmitting voice and data.
3. In wideband, all of the time slots (contiguous or
noncontiguous) necessary to support a call. Example: an H0-
channel uses six 64-kbps time slots.
4. A DS0 on a T1 or E1 facility not specifically associated with a
logical circuit-switched call; analogous to a single trunk.

CC Elite 6.2 Feature Reference July 2012 501

circuit

circuit 1. An arrangement of electrical elements through which electric

current flows.
2. A channel or transmission path between points.

circuit pack A card with microprocessors, transistors, and other electrical circuits. A
circuit pack is installed in a switch carrier or bay. Also called a circuit
board or circuit card.

COR Class of Restriction (COR) is a feature that allows classes of call-

origination and call-termination restrictions for phones, phone groups,
data modules, and trunk groups.

COS Class of Service (COS) is a feature that uses a number to specify if phone
users can activate the Automatic Callback, Call Forwarding All Calls,
Data Privacy, or Priority Calling features.

communications A software-controlled processor complex that interprets dialing pulses,

server tones, and keyboard characters and makes the proper connections both
within the system and external to the system. The communications
system itself consists of a digital computer, software, storage device, and
carriers with special hardware to perform the connections. A
communications system provides voice and data communications
services, including access to public and private networks, for telephones
and data terminals on a customer’s premises. Previously called a switch
or a Private Branch eXchange (PBX).

confirmation tone A telephone tone confirming that feature activation, deactivation, or

cancellation has been accepted.

connectivity A connection of disparate devices within a single system.

consider A consider series plus a queue-to best, check-best, or reply-

sequence best step is called a consider sequence.

consider series A series of consider commands typically written in sets. A set of

consider commands is called a consider series.

Central Office (CO) A telecommunications channel that provides access from the system to
trunk the public network through the local CO.

coverage answer A group of up to eight telephones that ring simultaneously when a call is
group redirected by Call Coverage. Any one of the group can answer the call.

coverage call A call that is automatically redirected from the called party’s extension to
an alternate answering position when certain coverage criteria are met.

coverage path An order in which calls are redirected to alternate answering positions.

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 Electronic Tandem Network (ETN)

coverage point An extension or attendant group, VDN, or ACD split designated as an

alternate answering position in a coverage path.

covering user A person at a coverage point who answers a redirected call.

data link A configuration of physical facilities enabling end terminals to

communicate directly with each other.

data terminal An input/output (I/O) device that has either switched or direct access to
a host computer or to a processor interface.

DMCC Device, Media, and Call Control (DMCC) is the new name for
Communication Manager API, that is, CMAPI.

Dynamic Host A protocol that dynamically assigns IP addresses to devices when the
Configuration devices connect to the network.
Protocol (DHCP)

dial-repeating tie A tie trunk that transmits called-party addressing information between
trunk two communications systems.

dial-repeating A PBX tie trunk that is capable of handling PBX station-signaling

trunks information without attendant assistance.

direct agent A feature, accessed only through ASAI, that allows a call to be placed in
a split queue but routed only to a specific agent in that split. The call
receives normal ACD call treatment (for example, announcements) and
is measured as an ACD call while ensuring that a particular agent
answers.

Direct Inward An incoming trunk used for dialing directly from the public network into a
Dialing (DID) trunk communications system without help from the attendant.

domain A group of VDNs, ACD splits, and stations.

Dynamic An Avaya Business Advocate feature that automatically adjusts the

Percentage agent target allocations to meet the administered service level targets.
Adjustment

Dynamic Queue An Avaya Business Advocate feature that queues calls from multiple
Position VDNs to a single skill, while maintaining different service objectives for
the VDNs.

Dynamic An Avaya Business Advocate Service Level Supervisor feature that

Threshold meets the administered service levels by automatically adjusting the
Adjustment overload thresholds to engage reserve agents.

Electronic Tandem A large private network that has automatic call-routing capabilities based
Network (ETN) on the number dialed and the most preferred route available. Each switch

CC Elite 6.2 Feature Reference July 2012 503

Exclusion

in the network is assigned a unique private network office code (RNX),

and each telephone is assigned a unique extension.

Exclusion A feature that allows multi-appearance telephone users to keep other

users with the same extension from bridging onto an existing call.

Expansion Port A port network that is connected to the Time Division Multiplex (TDM)
Network (EPN) bus and packet bus of a processor port network. Control is achieved by
indirect connection of the EPN to the processor port network using a port-
network link.

Expected Wait A prediction of how long a call waits in queue before the call is
Time (EWT) answered.

EAD-LOA Expert Agent Distribution - Least Occupied Agent (EAD-LOA) is an agent

selection method for call delivery. With EAD-LOA, calls are delivered to
the available agent with the highest skill level and the lowest percentage
of work time since login, when compared to other available agents with
the same skill level.

EAD-MIA Expert Agent Distribution - Most Idle Agent (EAD_MIA) is an agent

selection method for call delivery. With EAD-MIA, calls are delivered to
the available agent with the highest skill level who has been idle the
longest since the last ACD call, when compared to other available agents
with the same skill level.

extension-in (EXT- A work state agents go into when answering a non-ACD call. If the agent
IN) is in manual-in or auto-in and receives an EXT-IN call, the call is recorded
by the reporting adjunct as an AUX-IN call.

extension-out A work state that agents go into when placing non-ACD calls.
(EXT-OUT)

external call A connection between a communications system user and a party on the
public network, or on another communications system in a private
network.

ECC External Call Controller (ECC) is an external Media Gateway Controller

(MGC) that communicates with the G250 or G350 media gateways in a
network.

facility A telecommunications transmission pathway and the associated

equipment.

Forced Agent A feature used to automatically log out an Expert Agent Selection (EAS)
Logout by Clock agent at a pre-determined time. This feature is primarily used to
Time automatically log off agents at the end of their shifts.

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 ISDN Gateway (IG)

Forced Agent A feature used to automatically log out an Expert Agent Selection (EAS)
Logout from ACW agent who spends too much time in After Call Work (ACW) mode.
mode

glare A simultaneous seizure of a 2-way trunk by two communications systems

resulting in a standoff.

ground-start trunk A trunk on which, for outgoing calls, the system transmits a request for
services to a distant switching system by grounding the trunk ring lead.
To receive the digits of the called number, that system grounds the trunk
tip lead. When the system detects this ground, the digits are sent.

holding time A total length of time in minutes and seconds that a facility is used during
a call.

ISDN Integrated Services Digital Network (ISDN) is a communication standard

for digital transmission of voice and data in a public switched telephone
network.

intelligent polling An automatic feature of Best Service Routing (BSR) that significantly
reduces the number of status polls executed. When a remote location
cannot be the best resource at a given moment in time, the intelligent
polling feature temporarily suppresses polls to that location.

intercept tone An tone that indicates a dialing error or denial of the service requested.

interflow An ACD term that refers to the ability to establish a connection to a

second ACD and overflow a call from one ACD to the other.

ICC Internal Call Controller (ICC) is an internal MGC that communicates with
the G250 or G350 media gateways in a network.

internal call A connection between two users within a system.

internal A BCMS measurement that is made by the system.

measurement

IP Multimedia An architectural framework for delivering Internet Protocol (IP)

Subsystem (IMS) multimedia services.

intraflow An ACD term that refers to the ability for calls to redirect to other splits
on the same Communication Manager to backup the primary split.

in-use lamp A red light on a multiappearance telephone that lights to show which call
appearance will be selected when the handset is lifted or which call
appearance is active when a user is off-hook.

ISDN Gateway (IG) A feature allowing integration of the switch and a host-based
telemarketing application using a link to a gateway adjunct. The gateway

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ISDN trunk

adjunct is a 3B-based product that notifies the host-based telemarketing

application of call events.

ISDN trunk A trunk administered for use with ISDN-PRI. Also called ISDN facility.

line A transmission path between a communications system or Central Office

(CO) switching system and a telephone.

line port A piece of hardware that provides the access point to a communications
system for each circuit associated with a telephone or data terminal.

link A transmitter-receiver channel that connects two systems.

maintenance Activities involved in keeping a telecommunications system in proper

working condition: the detection and isolation of software and hardware
faults, and automatic and manual recovery from these faults.

major alarm An indication of a failure that has caused critical degradation of service
and requires immediate attention. Major alarms are automatically
displayed on LEDs on the attendant console and maintenance or
alarming circuit pack, logged to the alarm log, and reported to a remote
maintenance facility, if applicable.

management A terminal that the system administrator uses to administer the switch.
terminal The administrator can also use the management terminal to gain access
to the BCMS feature.

manual-in work A mode in which an agent is ready to process another call manually.
mode

Maximum Agent A feature used to set thresholds on the amount of time an agent spends
Occupancy (MAO) on a call. MAO is used to prevent agent burnout. The MAO threshold is
a system-administered value that places an agent in AUX mode when
the agent exceeds the MAO threshold for calls.

MGC Media Gateway Controller (MGC) controls the phone services on a

media gateway.

message center An answering service that supplies agents and stores messages for later
retrieval.

message-center A member of a message-center hunt group who takes and retrieves

agent messages for telephone users.

minor alarm An indication of a failure that affects customer service. Minor alarms are
automatically displayed on LEDs on the attendant console and
maintenance or alarming circuit pack, sent to the alarm log, and reported
to a remote maintenance facility.

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 poll suppression

modular A Processor Data Module (PDM) that can be configured to provide

processor data several kinds of interfaces (RS-232C, RS-449, and V.35) to customer-
module (MPDM) provided data terminal equipment (DTE).

Modular Trunk A trunk-data module that can be configured to provide several kinds of
Data Module interfaces (RS-232, RS-449, and V.35) to customer-provided data
(MTDM) terminal equipment.

multiappearance A telephone equipped with several call-appearance buttons for the same
telephone extension, allowing the user to handle more than one call on that same
extension at the same time.

network region A group of IP endpoints and Communication Manager IP interfaces that

are interconnected by an IP network. IP interconnection is used because
IP interconnection is less expensive, or provides better performance than
interconnections between members of different regions.

Network Specific An information element in an ISDN-PRI message that specifies which

Facility (NSF) public-network service is used. NSF applies only when Call-by-Call
Service Selection is used to access a public-network service.

node A network element that connects more than one link and routes voice or
data from one link to another. Nodes are either tandem or terminal.
Tandem nodes receive and pass signals. Terminal nodes originate a
transmission path or terminate a transmission path. A node is also known
as a switching system.

Non-Facility A method that allows multiple T1 or E1 facilities to share a single D-

Associated channel to form an ISDN-PRI. If D-channel backup is not used, one
Signaling (NFAS) facility is configured with a D-channel, and the other facilities that share
the D-channel are configured without D-channels. If D-channel backup
is used, two facilities are configured to have D-channels (one D-channel
on each facility), and the other facilities that share the D-channels are
configured without D-channels.

non switch- Proactive Contact outbound calls that are automatically launched by
classified Communication Manager.
outbound calls

pickup group A group of individuals authorized to answer any call directed to an

extension within the group.

poll suppression An automatic feature of BSR that significantly reduces the number of
status polls executed. When a remote location cannot be the best
resource at a given moment in time, the intelligent polling feature
temporarily suppresses polls to that location. See status poll on
page 509.

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primary extension

primary extension A main extension associated with the physical telephone or data
terminal.

principal A terminal that has the primary extension bridged on other terminals.

principal (user) A person to whom a telephone is assigned and who has message-center
coverage.

private network A network used exclusively for the telecommunications needs of a

particular customer.

Processor Port A port network (PN) controlled by a switch-processing element that is

Network (PPN) directly connected to that PN’s TDM bus and LAN bus.

Property A stand-alone computer used by lodging and health-services

Management organizations for services such as reservations, housekeeping, and
System (PMS) billing.

public network A network that can be openly accessed by all customers for local and
long-distance calling.

queue An ordered sequence of calls waiting to be processed.

queueing A process of holding calls in order of their arrival to await connection to

an attendant, to an answering group, or to an idle trunk. Calls are
automatically connected in first-in, first-out sequence.

recall dial tone A tone signalling that the system has completed a function (such as
holding a call) and is ready to accept dialing.

redirection criteria Information administered for each telephone’s coverage path that
determines when an incoming call is redirected to coverage.

Redirection on No An optional feature that redirects an unanswered ringing ACD call after
Answer an administered number of rings. The call is then redirected back to the
agent.

reorder tone A tone to signal that one of the facilities such as a trunk or a digit
transmitter, was not available.

Service Level An agent selection strategy that ensures that a defined service level of
Maximizer (SLM) X% of calls are answered in Y seconds. When SLM is active, the software
verifies that inbound calls are matched with agents in a way that makes
sure that the administered service level is met. SLM is an optional Call
Vectoring feature that is used with Expert Agent Selection (EAS), and
without Business Advocate.

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 system report

SIP Session Initiation Protocol (SIP) is an application-layer control signaling

protocol for creating, modifying, and terminating sessions with more than
one participant using http like text messages.

simulated bridged A feature that allows the terminal user (usually the principal on
appearance page 498) to bridge onto a call that had been answered by another party
on his or her behalf. Also called a temporary bridged appearance.

SSC Single Step Conference (SSC) is a client-side IP call recording method

that uses:
• The AES DMCC service to provide the required media control by
registering standalone recording devices.
• The AES TSAPI service to provide call information, call monitoring,
and third-party call control functionality.

split (agent) status A report that provides real-time status and measurement data for
report internally-measured agents and the split to which agents are assigned.

split condition A condition whereby a caller is temporarily separated from a connection

with an attendant. A split condition automatically occurs when the
attendant, active on a call, presses the start button.

split number An identification of the split to Communication Manager and to BCMS.

split report A report that provides historical traffic information for internally measured
splits.

staffed An indication that an agent position is logged in. A staffed agent functions
in one of four work modes: auto-in, manual-in, ACW, or Aux.

status lamp A green light that shows the status of a call appearance or a feature
button by the state of the light (lit, flashing, fluttering, broken flutter, or
unlit).

status poll A call placed by a consider location vector command to obtain status data
from a remote location in a multi-site BSR application.

stroke counts A method used by ACD agents to record up to nine customer-defined

events per call when a reporting adjunct is active.

switch-classified Outbound calls placed by the Proactive Contact dialer and connected to
outbound calls the agents.

system printer An optional printer that used to print scheduled reports using the report
scheduler.

system report A report that provides historical traffic information for internally-measured
splits.

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system-status report

system-status A report that provides real-time status information for internally-

report measured splits.

trunk A dedicated telecommunications channel between two communications

systems or Central Offices (COs).

trunk allocation The manner in which trunks are selected to form wideband channels.

trunk group Telecommunications channels assigned as a group for certain functions

that can be used interchangeably between two communications systems
or Central Offices (COs).

UCD-LOA Uniform Call Distribution-Least Occupied Agent (UCD-LOA) is an agent

selection method for delivery of calls. With UCD-LOA implemented, calls
are delivered to the available agent with the lowest percentage of work
time since login.

UCD-MIA Uniform Call Distribution-Most Idle Agent (UCD-MIA) is an agent

selection method for delivery of calls. With UCD-MIA implemented, calls
are delivered to the available agent who has been idle the longest since
their last ACD call.

UDP Uniform Dial Plan (UDP) is a feature that allows a unique number
assignment for each terminal in multi-switch configurations, such as a
Distributed Communications System (DCS) or main-satellite-tributary
system.

vector-controlled A hunt group or ACD split administered with the vector field enabled.
split Access to such a split is possible only by dialing a VDN extension.

Vector Directory An extension that provides access to the vectoring feature on the switch.
Number (VDN) Vectoring allows a customer to specify the treatment of incoming calls
based on the dialed number.

work mode A mode that an ACD agent can be in. Upon logging in, an agent enters
the Aux Work mode. To become available to receive ACD calls, the agent
enters the auto-in work mode or manual-in work mode. To do work
associated with a completed ACD call, an agent enters the After Call
Work (ACW) mode.

work state An ACD agent can be a member of up to three different splits. Each ACD
agent continuously exhibits a work state for every member split. Valid
work states are Avail, Unstaffed, Aux-Work, ACW, ACD, ExtIn, ExtOut,
and OtherSpl. The work state of an agent for a particular split changes
for a variety of reasons. For example, the work state changes when an
agent answers a call or when the agent changes work modes. BCMS
monitors work states and uses the information to generate reports.

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 Index

Numerics EAD-MIA .......................................................77

PAD ...............................................................77
96X1 SIP phones .......................................................43 UCD-LOA ......................................................77
feature support .....................................................43 UCD-MIA .......................................................77
agent states ................................................................30
A agent surplus conditions ...........................................243
agent surplus situation ...............................................94
abandoned call search ..........................................21, 47 allocating dynamic queue slots ..................................19
abandoned calls .........................................................21 alternate selection ......................................................96
ACD .....................................................16, 48, 54, 73, 81 announcement ...............................................21, 84, 166
field options ..........................................................48 queueing ..............................................................21
considerations ...............................................48 rules .....................................................................84
methods ...............................................................81 announcement for calls in queue ...............................20
work modes ..........................................................54 announcement rules ...................................................20
ACD splits ...................................................................22 answer supervision .....................................................21
ACW interactions ......................................................210 ASA ...................................................................391, 392
adjunct routing ...................................................371, 372 rolling versus interval .........................................391
considerations ....................................................372 split calculation ...................................................392
adjunct-controlled skills ............................................199 VDN calculation ..................................................392
adjust-by .....................................................................94 ASAI interactions ......................................................197
administering splits .....................................................22 ASAI message ..........................................................374
administering the location number ............................243 contents of ..........................................................374
advanced multi-site routing .......................................122 ASAI messages ........................................................452
advanced vector routing features .............................384 ASAI-requested digit collection .................................158
ASA ....................................................................384 ASL algorithm ...........................................................318
EWT ...................................................................384 administering ......................................................318
VDN calls ...........................................................384 AT&T In-Band Transfer and Connect .......................422
after call work .............................................................31 AT&T In-Band Transfer Connect ..............................423
agent aux work .........................................................205 attendant queue ........................................................395
forced .................................................................205 attendant vectoring ..............395, 400, 401, 411, 443, 495
location ........................................................205 goto step command ....................................411, 443
skill ...............................................................205 goto vector command .........................................443
agent call handling .....................................................29 night service .......................................................400
agent capabilities ........................................................41 restrictions ..........................................................401
agent log-in ID capabilities .......................................187 security issues ....................................................495
agent login ..................................................................29 VDNs ..................................................................395
agent logout ..................................30, 201, 205, 207, 305 Attendant Vectoring ...................................400, 410–412
forced ..................................................201, 205, 207 announcement Command ..................................410
clock time .....................................................201 busy Command ..................................................410
location ........................................................205 disconnect Command ........................................410
remotely .......................................................207 Hunt Group Queue .............................................400
skill ...............................................................205 route-to number Command ................................411
using VDN ..........................................................305 stop Command ...................................................412
agent selection ................................................76, 77, 94 auto reserve agents ..........................................315, 316
adjust-by ..............................................................94 rules ...................................................................316
methods ..........................................................76, 77 auto-answer ..........................................................59, 72
EAD-LOA .......................................................77 block hang-up ......................................................59

CC Elite 6.2 Feature Reference July 2012 511

auto-in ........................................................................30 network requirements ..........................................92
auto-in button ............................................................286 single-site example ..............................................98
Auto-in mode ............................................................267 terminology ..........................................................89
auto-in versus manual-in ............................................30 BSR call flow ............................................................423
automatic call distribution .....................................16, 73 BSR interflow vector .................................................112
automatic-in processing .............................................17 interflow vector ...................................................112
aux work .....................................................................30 BSR ..............................................................112
aux work mode .........................................................233 BSR local treatment ..................................................132
aux work reason code ..............................................281 BSR primary vector ...................................................111
auxiliary work ..............................................................31 BSR ....................................................................111
auxiliary work mode ..................................................281 Business Advocate ............................................143, 163
reason codes ......................................................281
Avaya Mentor videos ..................................................14 C

B call control ................................................................197

call coverage ............................................................237
Basic Call Management System (BCMS) .................367 call detail recording ...................................................415
interactions .........................................................367 call distribution methods .............................................25
VuStats ........................................................367 call flows ............................................................467, 468
BCMS ......................................................37, 85, 86, 474 answered and abandoned calls .........................467
interactions ...........................................................86 busies and disconnects ......................................467
reports ..........................................................85, 474 defining and interpreting .....................................467
BCMS Split Report ......................................474 VDN inflows and outflows ..................................467
historical ........................................................85 vector inflows and outflows ................................468
real-time ........................................................85 call forwarding ..........................................................237
VDN Real-Time Report ................................474 call handling conditions ............................................243
VDN Summary Report .................................474 Call Management System (CMS) .............................367
BCMS interactions ....................................................466 interactions .........................................................367
BCMS reports ...........................................................291 VuStats ........................................................367
best service routing 86, 94, 95, 111, 114, 118, 119, 139, 488 call origin ..................................................................453
available agent ...................................................114 call pickup ...................................................................39
considerations ....................................................139 call processing ............................................................18
interactions .........................................................139 split queue ............................................................18
local treatment ....................................................139 call processing types ..................................................17
considerations .............................................139 automatic-in .........................................................17
multi-site ......................................................119, 488 call prompting ......................144, 145, 149, 151, 153, 159
poor network response time .........................119 considerations ....................................................159
troubleshooting ............................................488 functions ..............................................149, 151, 153
status poll vector .........................................111, 118 creating service observing vectors ..............153
multi-site .......................................................118 passing digits to an adjunct .........................153
writing vectors ......................................................95 using digits to collect branching information 149
tips .................................................................95 using digits to select options ........................151
Best Service Routing (BSR) ................................93, 224 interactions .........................................................159
determining the best resource .............................93 with VRI ..............................................................144
interactions .........................................................224 Call Prompting ...................................................215, 367
Information Forwarding ................................224 interactions .................................................215, 367
block hang-up .............................................................59 Inbound Call Management (ICM) ................215
auto-answer agents .............................................59 VuStats ........................................................367
BSR ............................42, 86, 87, 89, 91, 92, 98, 107, 113 call redirection .....................................................22, 430
benefits ................................................................87 limitations ...........................................................430
call interflow with SIP .........................................113 call selection .........................................................76, 77
multi-site applications .........................................107 call surplus condition ................................................243

512 CC Elite 6.2 Feature Reference July 2012

call transfer ...............................................................345 Criteria for choosing algorithms ................................318
IVR system .........................................................345
Call transfer to VDNs ................................................460
call vectoring ..............................................146, 371, 461
D
description ..........................................................371
DAC ..........................................................................168
interactions .........................................................461
interactions .........................................................168
removing incorrect digits ....................................146
default codes ............................................................281
call vectoring interactions .........................................466
Determining when an agent is pending ....................267
call work codes (CWC) .............................................367
agent pending availability due to MAO ...............267
VuStats ...............................................................367
dial-ahead digits ................................................155, 158
call-answering modes .................................................30
DID .............................................................................17
callr-info ....................................................................153
DID processing ...........................................................18
clearing ...............................................................153
example ...............................................................18
canceling ..................................................................201
digits ..........................................................146, 148, 158
forced logout ......................................................201
ASAI provided dial-ahead digits .........................158
CDR ..........................................................................415
entering ..............................................................148
central office ...............................................................15
dial-ahead digits ..........................................148
centralized attendant service ......................................16
removing ............................................................146
changing vector types ...............................................415
incorrect digit strings ....................................146
class of restriction .....................................................166
direct agent calling ............................................164, 215
forced agent logout ...................................................202
ICM .....................................................................215
CM features ................................................................39
direct agent calling (DAC) .........................................215
CMS ................................................37, 38, 199, 306, 474
Inbound Call Management (ICM) .......................215
reports ................................................................474
direct department calling ............................................25
Split Summary Report .................................474
direct inward dialing ............................................17, 416
VDN Report .................................................474
disconnect tones ........................................................50
Vector Report ...............................................474
display buttons ...........................................................36
Tracking records ................................................306
Displaying VDN names .............................................456
intraflow/interflow ........................................................40
vector-initiated DACs .........................................456
CMS ACD status window ...........................................37
DNIS/ISDN called party ............................................171
CMS interactions ...............................................280, 466
CMS measured data types .........................................38
CMS reports .............................................................291 E
CO ..............................................................................15
collect digits command .............................................145 EAD-LOA ..............................................................27, 28
Combining VDN and ASA .........................................393 EAD-MIA ...............................................................27, 28
routing example ..................................................393 EAS administration from CMS ..................................476
communication server attendant ................................16 EAS benefits .............................................................162
communication servers ..............................................15 EAS considerations ..................................................189
conference ..................................................................39 EAS interactions .......................................................190
Conference call drops ...............................................482 EAS terminology .......................................................161
Configuring — communication server before IVR system EAS tracking .....................................................475, 476
......................................................................344 agents and skills .................................................475
configuring a call center .............................................74 VDN skill preferences .........................................476
consider split/location adjust-by x ...............................94 EAS-PHD ............................................................28, 164
considerations ..........................................................159 entering .....................................................................148
call prompting .....................................................159 dial-ahead digits .................................................148
Console Parameters .................................................398 establishing location numbers ..................................241
screen example ..................................................398 evaluating .................................................................473
counted-calls ............................................................394 split performance ................................................473
conditional test when routing calls .....................394 Evaluating auto reserve rates ...................................320
Evaluating target service level compliance ............... 319

CC Elite 6.2 Feature Reference July 2012 513

event notification .......................................................198 holiday table commands ...........................................405
EWT ..................................................................390, 391 example ..............................................................405
split priority level .........................................390, 391 holiday vectoring ...............................................402, 403
example ..............................................................18, 256 administering ......................................................403
DID processing ....................................................18 description ..........................................................402
FIFO processing with LAI ...................................256 host database lookup ...............................................172
Example ....................................................................380 How UCID works ......................................................340
vector for adjunct routing-implemented path hunt group night destination .....................................395
replacement ..........................................380 Hunt Group Night Service ..........................................24
Example polling vector for the remote communication Hunt Group Queue ...................................................400
server ...........................................................137
example vector ...................................149, 151, 153–155 I
passing digits to an adjunct ................................153
remote access service observing vector ............154 ICM ...........................................................................215
service observing vector .............................154, 155 ICM applications .......................................................211
using digits to collect branching information ......149 ICM integration .........................................................213
using digits to select options ..............................151 speech processing adjuncts ...............................213
expected wait time .....................................386, 387, 479 trunk states .................................................................33
calculation ..........................................................386 inbound call management .................................210, 215
for individual calls ...............................................387 considerations ....................................................215
troubleshooting ...................................................479 description ..........................................................210
expert agent selection .................160, 189, 197, 475, 476 Inbound Call Management (ICM) .............................215
adjunct interactions ............................................197 interactions .........................................................215
considerations ....................................................189 Call Prompting .............................................215
logical agent .......................................................160 direct agent calling (DAC) ............................215
tracking ...............................................................476 Priority Calling .............................................215
non-ACD calls ..............................................476 information forwarding ................216, 221–225, 227, 479
Expert Agent Selection (EAS) ..................................293 backward compatibility, LAI ................................227
forms ..................................................................293 benefits ...............................................................216
Expert Agent Selection–preference handling distribution byte lengths for UUI user data ...........................221
(EAS–PHD) .................................................367 collected digits with interflowed call ...................225
VuStats ...............................................................367 considerations ....................................................224
EXT-IN ........................................................................29 in-VDN time in interflowed call ...........................225
EXT-OUT ....................................................................29 network requirements .................................222, 223
support for BSR and LAI ....................................225
F troubleshooting ...................................................479
Information Forwarding .....................................218, 224
failures ......................................................................289 ASAI UUI IE shared format conversion ..............218
VRU ....................................................................289 interactions .........................................................224
forced agent logout from ACW .................................209 Best Service Routing ...................................224
forced logout override ...............................................201 Integrated Directory ..................................................367
forced reason code ...................................................281 interactions .........................................................367
VuStats ........................................................367
G intelligent polling .......................................................125
Interactions with other Communication Manager
General indications ...................................................326 features ........................................................459
ghost calls ..................................................................21 interflow .........................................................22, 23, 237
greatest need call distribution ...................................163 Interflow vector in a multi-site BSR application .........119
interruptible aux .................................................163, 233
H Interruptible AUX considerations ..............................237
interruptible aux thresholds ......................................235
holdl ............................................................................39 intraflow .........................................................22, 23, 237

514 CC Elite 6.2 Feature Reference July 2012

 calls ......................................................................23 Meet-me Conference ........................................409, 412
increase priority .............................................23 Meet-me Conference capacity issues ......................416
Intraflow and Interflow .......................................224, 239 meet-me conference interactions .............................415
ACD call redirection options ...............................224 meet-me conferencing ..............................................411
interactions .........................................................239 messaging ................................................................374
IP telephones and service observing ........................327 ASAI ...................................................................374
IVR system transfers a call .......................................345 contents of ...................................................374
messaging system ....................................................199
most idle agents ....................................................26, 28
L moving agents across splits .......................................41
multi-site BSR ...........................................................114
LAI command set ......................................................247
user adjustments ................................................114
LAI considerations ....................................................262
multiple call handling .........................................270, 273
LAI requirements ......................................................246
applications ........................................................270
launching non switch-classified ................................278
considerations ....................................................273
outbound calls ....................................................278
multiple call handling interactions .............................273
LDN and trunk night destination ...............................395
multiple locations feature ..........................................239
local preference distribution ......................................244
Multiple Locations feature .........................................240
interactions .........................................................244
multiple monitors ......................................................198
Local treatment system requirements ......................134
multiple splits ..............................................................29
location number .........................................240, 241, 243
Music source ............................................................398
location numbers ...............................................240, 241
description ..........................................................240
location preference distribution .................................239 N
logical agent .............................................................179
logical agent IDs .......................................................322 NCR ....................................................418, 430, 431, 433
look-ahead interflow ............246, 251, 252, 259, 262, 481 considerations ....................................................431
enhanced ....................................................252, 262 interactions .........................................................433
multi-site applications ..................................262 NCT-type ..................................................................419
tandem switch configuration ...............................259 network ADR ............................................................261
far end switch operation ..............................259 network call redirection .......................434, 437, 482, 485
troubleshooting ...................................................481 SIP ..............................................................434, 437
two switch configuration .....................................251 interactions ..................................................437
SIP troubleshooting ............................................485
troubleshooting ...................................................482
M Network Call Redirection ............421, 426, 427, 429, 432
implementation ...................................................429
manual-in ....................................................................30
station call transfer or conference ...............429
manual-in button .......................................................286
Information Forwarding support .........................432
MAO ...........................................................266, 268, 311
redirection options ..............................................421
description ..........................................................266
NCD .............................................................421
reporting and ......................................................268
route-to command .......................................426, 427
MAO feature interactions ..........................................269
night service ........................................................24, 400
maximum agent occupancy ......................................311
night service button ....................................................36
MCH ....................................................................39, 272
No-talk FAC for Service Observing ...........................322
example ..............................................................272
No-talk option for Service Observing ........................322
MCH interactions ......................................................273
non switch-classified calls ........................................275
MCH settings ............................................................271
NQC lamp ...................................................................35
one forced ..........................................................271
one per skill ........................................................271
Measured trunks .......................................................306 O
meet-me conference .........................................409, 493
security issues ....................................................493 OQT lamp ...................................................................35

CC Elite 6.2 Feature Reference July 2012 515

switch-classified ........................................................277 interactions .........................................................283
outbound calling .......................................................276 reason code types ....................................................281
acquiring agents .................................................276 reason codes ......................................281, 282, 286, 367
considerations ....................................................282
P interactions .........................................................367
VuStats ........................................................367
path replacement ..............................................138, 139 ROIF ...................................................................286
percentage allocation routing ............................439, 441 record annct button ....................................................36
considerations ....................................................439 redirected calls to attendant VDN .............................400
rules ...................................................................441 redirection .................................................................301
performance ......................................................376, 473 OPTIM failure .....................................................301
effects of ASAI link failure ..................................376 redirection criteria ..............................................237, 239
evaluating ...........................................................473 redirection on IP failure .............................................284
for split .........................................................473 redirection on no answer ...................................293, 294
Phantom abandon call timer .......................................40 considerations ....................................................293
Phantom call administration .....................................382 interactions .........................................................294
phantom calls ...........................................................381 Redirection on No Answer (RONA) ..........................293
PHANTOMABNS ........................................................40 returning AAS agents to service .........................293
phone buttons .............................................................33 release button .............................................................68
Preference Handling Distribution ..............................178 remote agent ............................................................481
preventing unauthorized users access .....................491 call problems ......................................................481
Priority Calling ..........................................................215 resolution .....................................................481
interactions .........................................................215 remote feature activation ..........................................324
Inbound Call Management (ICM) ................215 remote logout of agent ..............................................303
Proactive Contact .....................................................275 remote logout of agent interactions ..........................305
description ..........................................................275 remote logout using a VDN ......................................304
Proactive Contact outbound calling ..........................275 remote service observing .........................................322
protocol .....................................................................229 removing incorrect digits strings ...............................146
non-QSIG ...........................................................229 reporting adjuncts ..............................................306, 307
protocols ...................................................................420 CMS ...................................................................306
NCT ....................................................................420 considerations ....................................................307
Protocols not supported by NCR ..............................419 requested reason code .............................................281
reserve agents ..........................................................315
Q
reserve level .............................................................233
QSIG .........................................................................229 resolution ...........................................................480, 481
trunk group .........................................................229 remote agent call problems ................................481
QSIG path replacement ............................................138 UCID not transmitted ..........................................481
queue .........................................................................23 UUI not forwarded ..............................................480
threshold ..............................................................23 ringback to callers ......................................................62
queue status indications ....................................279, 280 ROIF ..................................................................284, 286
Queue Status Indications ..................................280, 367 auto-in or manual-in buttons ..............................286
interactions .................................................280, 367 interactions .........................................................286
VuStats ........................................................367 Rolling Average Speed of Answer ............................391
Queue status lamps ...................................................35 RONA ...........................................40, 287, 289–291, 293
queueing .....................................................................85 considerations ....................................................293
priority ..................................................................85 description ..........................................................287
queues ......................................................................367 interactions .........................................................291
status indicators .................................................367 routing sequences ..............................................290
voice response unit applications ........................289
R ROOF ................................................................301, 302
interactions .........................................................302
reason code ..............................................................283

516 CC Elite 6.2 Feature Reference July 2012

route calls by skill level .............................................164 general security ...........................................330
route-to command .............................................426, 427 VDN call security .........................................331
~r vector step ..............................................426, 427 vector initiated security ................................331
Network Call Redirection ............................426, 427 skills ...................................................................332
route-to number commands .....................................458 splits ...................................................................332
using ...................................................................458 transferred calls ..................................................334
routing calls ..............................................................183 vector directory numbers (VDN) .........................323
routing commands ....................................................411 service observing interactions ..................................327
Rules for specifying VDNs ........................................393 IP telephones .....................................................327
service observing with multiple observers ................339
S service observing/SSC .............................................324
exclusion ............................................................324
security ..............................................................491, 494 single-site BSR ..............................................96–98, 488
main type of problem ..........................................491 example ...............................................................98
methods for preventing remote access abuse ...491 planning ...............................................................97
preventing unauthorized users access ...............491 troubleshooting ...................................................488
with remote access ............................................491 single-step conference .............................................382
with service observing ........................................494 SIP NCR and information forwarding .......................435
with vector initiated service observing ................494 SIP Network Call Redirection protocols ....................435
security alerts ...........................................................330 SIP telephones ...........................................................44
Service Observing ..............................................330 value-added capabilities ......................................44
serv-obs button ...........................................................36 skill ............................................................................177
server requirements ...................................................91 agent ..................................................................177
service hours table ...................................................442 skill-based call distribution ........................................163
administering ......................................................442 skills .............................................................49, 332, 367
service hours table routing ................................441–443 add .......................................................................49
goto processing ..................................................442 remove .................................................................49
overview .............................................................441 Service Observing ..............................................332
scenario ..............................................................443 VuStats ...............................................................367
Service Hours Table Routing .............................442, 445 SLM ...................................................................318, 320
considerations ....................................................445 interactions .........................................................320
time adjustments ................................................442 reports ................................................................318
service level maximizer ..............................311, 312, 315 SLM agent selection .................................................312
auto reserve agents ...........................................315 SLM algorithms .........................................................317
requirements ......................................................312 SLM benefits .............................................................315
service observing .........154, 321, 322, 327, 332–334, 338 SLM call selection .....................................................312
button restrictions ...............................................327 SLM. .........................................................................311
description ..........................................................321 Sound volume is too low ...........................................482
ineligibility ...........................................................332 speech processing adjuncts .....................................213
interactions .........................................................334 speech-processing adjuncts .....................................200
logical agent IDs .................................................322 split .............................................................................81
multiple observers .......................................333, 338 queueing ..............................................................81
observing remotely .............................................322 split queue ..................................................................19
remote access ....................................................322 types ....................................................................19
trunk calls ...........................................................333 normal ...........................................................19
warning tones .....................................................321 priority ............................................................19
Service Observing ..............................323, 330–334, 367 splits .........................................................................332
conferenced calls ...............................................333 Service Observing ..............................................332
interactions .........................................................367 SSC work ..................................................................383
VuStats ........................................................367 Call Vectoring .....................................................383
observability .......................................................332 staffed agent ...............................................................41
security alerts ..............................................330, 331

CC Elite 6.2 Feature Reference July 2012 517

stations .....................................................................416 transmitting .........................................................340
removing ............................................................416 Unmeasured facilities ...............................................306
status polling .............................................................124 UUI .....................................................374, 432, 436, 480
supervisor phone buttons ...........................................36 data forwarding ...........................................432, 436
support .......................................................................14 SIP ...............................................................436
contact .................................................................14 not forwarded .....................................................480
switch-classified calls ...............................................275 resolution .....................................................480

T V
value queries ............................................................198
tandem switch ...........................................................259
VDN ....................................................174, 291, 333, 451
far end operation ................................................259
generic ...............................................................291
tenant night destination ............................................395
multiple observers ..............................................333
TN assignments ........................................................401
override ..............................................................451
tracking ..............................................................475, 476
application ...................................................451
agents and skills .................................................475
parameters .........................................................451
for non-ACD calls ...............................................476
skills ...................................................................174
VDN skill preferences .........................................476
VDN Calls .................................................................393
Tracking records .......................................................306
how call counts are calculated ...........................393
transfer .......................................................................39
VDN for Route-to DAC .............................................457
troubleshooting ..........................................479, 482, 488
Route-to DAC feature operation .........................457
expected wait time .............................................479
VDN in a coverage path ....................................446, 447
information forwarding ........................................479
considerations ....................................................446
multi-site BSR ....................................................488
interactions .........................................................447
network call redirection ......................................482
VDN observing by location .......................................324
trunk group ...............................................................139
VDN of Origin Announcement ...........................348, 351
status ..................................................................139
interactions .........................................................351
trunk group incoming destination ..............................395
VDN Override ...........................................................452
trunk group night service ............................................24
for ASAI messages ............................................452
trunks ..........................................................................15
VDN Override interactions ........................................453
VDN return destination .............................................453
U VDN skills .................................................................104
VDN time zone offset ................................................353
UCD-LOA ..............................................................27, 28 VDN Time Zone Offset .............................................353
UCD-MIA ..............................................................26, 27 VDN variables ...........................................................455
UCID ....................................................42, 339, 340, 481 VDN Variables ..........................................................455
not transmitted ...................................................481 vector ..................................................149, 151, 153–155
resolution .....................................................481 example .......................................149, 151, 153–155
UCID requirements ...................................................341 passing digits to an adjunct .........................153
UCID tracking ...........................................................342 remote access service observing vector .....154
UCIDs .......................................................................340 service observing vector ......................154, 155
Universal Call ID .......................................................348 using digits ...........................................149, 151
interactions .........................................................348 to collect branching information ............149
Universal Call ID (UCID) ....................340, 342, 343, 346 to select options ....................................151
creating ..............................................................340 vector command .......................................................384
tracking .......................................................342, 343 advanced vector routing .....................................384
complex conference ....................................343 vector directory numbers (VDN) ...............................323
incoming trunk calls .....................................342 Service Observing ..............................................323
outgoing trunk calls ......................................342 vector example .........................................................156
simple transfer or conference ......................343 dial-ahead digits .................................................156
station-to-station calls ..................................342 vector processing .....................................................406

518 CC Elite 6.2 Feature Reference July 2012

 for holidays .........................................................406 changing skills .............................................367
vector routing table ...................................................150 Expert Agent Selection–preference handling
VICP ..................................................................446, 447 distribution (EAS–PHD) ..................367
interactions .........................................................447 Integrated Directory .....................................367
videos .........................................................................14 Queue Status Indications ............................367
Avaya Mentor .......................................................14 reason codes ...............................................367
variables in vectors ...................................................445 Service Observing .......................................367
VOA ...................................................................348, 349 statistical periods ................................................365
considerations ....................................................349 thresholds ...........................................................365
VOA interactions .......................................................351 when information updates ..................................366
voice response integration .........................355, 357, 494 vustats button .............................................................36
interactions .........................................................357
VuStats ..............................................................362–367
button light flashes .............................................365
W
considerations ....................................................367
wait-time command ...................................................411
data types ...........................................................364
meet-me conference ..........................................411
how information appears ....................................366
warranty ......................................................................14
information displayed .........................................363
wildcards ...........................................................149, 150
interactions .........................................................367
Basic Call Management System (BCMS) ....367
Call Management System (CMS) ................367 Z
Call Prompting .............................................367
call work codes (CWC) ................................367 zip tone burst for CallMaster endpoints ....................370

CC Elite 6.2 Feature Reference July 2012 519