Avaya Communication Manager Contact Center, Руководство пользователя

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ACD contact center features
114 Communication Manager Guide to ACD Call Centers
Interactions
Agent Telephone Display
If collected digits are forwarded with an interflowed call, the forwarded digits are displayed
on the answering agent’s telephone display (unless they’re overridden with newly collected
digits).
Best Service Routing (BSR)/LAI
Restrictions and interactions that apply to LAI also apply to BSR status poll and interflow
calls. See the Avaya Communication Manager Contact Center – Call Vectoring and EAS
Guide, 555-233-517, or
Look-Ahead Interflow (Category A only) on page 171 for more
information.
BCMS
BCMS does not report accumulated in-VDN time. BCMS does not log LAI attempts and
therefore will not log BSR status polls, which are treated as LAI attempts.
Call Vectoring
The following considerations apply to ALL vectors when BSR is enabled on your
communication server.
Call Vectoring considerations when BSR is enabled.
route-to VDN
If a call is routed to a new VDN, any “best” resource data defined by a
series of consider steps in the previous VDN will be initialized (cleared)
goto vector
If a
goto vector
command is executed, any “best” resource data
produced by a series of consider steps in the original VDN will remain
with the call and can be used in the subsequent vector.
consider
●
Do not use other commands within a series of
consider
steps,
since these may delay the execution of the series.
●
Splits/skills used in
consider
commands must be vector controlled.