DDT; Reviewed:
SPOC 10/18/2017
Solution & Interoperability Test Lab Application Notes
©2017 Avaya Inc. All Rights Reserved.
number “18668512649”. In the sample configuration, where only one location was used, 866-851-
2649 is another toll-free number assigned to the same circuit as the original call. In practice, NCR
with UUI would allow Communication Manager to send call or customer-related data along with
the call to another contact center.
6.9.4 ACD Configuration for Call Queued for Handling by Agent
This section provides a simple example configuration for VDN, vector, hunt group, and agent
logins used to queue inbound Verizon IPCC calls for handling by an agent.
The following screens show an example ACD hunt group. On page 1, note the bolded values.
The following screens show an example ACD hunt group. On the abbreviated page 2 shown
below, note Skill is set to y.
display hunt-group 1 Page 2 of 4
HUNT GROUP
Skill? y Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 20
display hunt-group 1 Page 1 of 4
HUNT GROUP
Group Number: 1 ACD? y
Group Name: Agent Group Queue? y
Group Extension: 19991 Vector? y
Group Type: ucd-mia
TN: 1
COR: 1 MM Early Answer? n
Security Code: Local Agent Preference? n
ISDN/SIP Caller Display:
Queue Limit: unlimited
display vector 3 Page 1 of 6
CALL VECTOR
Number: 3 Name: Refer-with-UUI
Multimedia? n 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? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing ringback
02 set A = none CATR 1234567890123456
03 set B = none CATR 7890123456789012
04 # Play announcement to answer call and route to ~r to cause Refer
05 announcement 11007
06 route-to number ~r+18668512649 with cov n if unconditionally
07 # If Refer fails play announcement and disconnect
08 disconnect after announcement 11003
To Next Page
Loading...
