ACD contact center features
198 Communication Manager Guide to ACD Call Centers
— Avaya Visual Vectors Version 1.0 or later (administration, BSR vector support)
— Avaya Network Reporting Version 8 or later (reporting)
Currently, the ~r vector step used to activate NCR cannot be administered with
CMS. Beginning with R3V9 CMS and Release 9 Visual Vectors, the ~r vector step
can be administered using those products.
ISDN calls that are rerouted by NCR to multiple sites will be reported by NICE
Analyzer when used with R3V6 or later CMS by using the Universal Call ID (UCID)
information that is part of the User-to-User Information for ISDN calls rerouted by
NCR.
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CMS database items — CMS data base items are affected by NCR, as follows:
— DEFLECTCALLS: In the vector and VDN tables, the DEFLECTCALLS item includes
the number of calls that are redirected using NCR through the BSR feature by using
the ~r route-to-number or queue-to-best commands. Successful NCR attempts are
pegged as DEFLECTCALLS.
— INTERFLOWCALLS: In the vector and VDN tables, the INTERFLOWCALLS item
includes successful BSR interflows using NCR redirections.
— LOOKATTEMPTS: In the vector and VDN 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
ar also counted. NCR invoke attempts (NCD or NCT) are also reflected in
LOOKFLOWCALLS.
— LOOKFLOWCALLS: In vector and VDN 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 BSR interflow via trunk-to-trunk transfer or NCR, every LOOKATTEMPT will
also be counted as a LOOKFLOWCALLS unless a failure occurs.
