ACD contact center features
172 Communication Manager Guide to ACD Call Centers
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System-Parameters Customer-Options — For full functionality, options must be enabled
at both the sending and receiving communication servers. If Look-Ahead Interflow is not
optioned on the receiving communication server, interflow still results on a look-ahead
basis. However, the forwarded Dialed Number Identification Service (DNIS) (sending
communication server VDN name) information is ignored and tandem Look-Ahead
Interflow is not provided.
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Trunk Group Form (ISDN) — If you do not want the call originator’s display to update on
each Look-Ahead Interflow call attempt, look-ahead calls should be routed over trunk
groups with the
Outgoing Display
field set to n.
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Feature-Related System Parameters Form — Administer the
Interflow-Qpos EWT
Threshold
field when working with enhanced Look-Ahead Interflow. Any calls that will
be answered before this threshold will not be interflowed (therefore saving CPU
resources).
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ISDN Numbering - Public/Unknown Form — Administer a CPN Prefix for each Vector
Directory Number (VDN) that maps to a vector used to place Look-Ahead Interflow calls.
If you do not, a Look-Ahead Interflow DNIS of all blanks displays on the answering
agent’s phone.
For private network non-QSIG connectivity with direct facilities between the
communication server, administer Look-Ahead Interflow DS1/E1 circuit packs with Country
Protocol Option 1 independent of the country where the system is located.
Considerations
Carrier compatibility
LAI has been tested with several major carriers. To find out if these 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 involved with the preferred
specific configuration, use of private ISDN trunking between the nodes should be assumed
until successful testing has been completed.
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 Look-Ahead Interflow is enabled
are treated as Look-Ahead Interflow call attempts.
A vector may route a call over an ISDN facility to a destination that is not a VDN. The
sending communication server processes this call as a Look-Ahead Interflow call even
though it is not. ISDN processing at the receiving communication server causes the call to
always be accepted. However, the DNIS and any other information in the Look-Ahead
Interflow information forwarded with the call are ignored.
