Avaya Communication Manager Contact Center, Руководство пользователя

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VDN in a Coverage Path
Issue 1.0 May 2003 253
Call Park
A parked call will not cover to a VDN. When a call is parked at an extension with a VDN in
its coverage path, the call will continue ringing the extension. If the call is parked to a hunt
group extension and the call is in queue, the call will remain in the queue until it is
retrieved, or answered by an agent, or abandoned by the caller. A vector event is
generated for these 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 class of restriction assigned to a VDN determines the partition group number (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 has no effect on the display shown on an
answering display. This station will show the normal display for a covered call.
adjunct routing (Category A only): For direct calls to a VDN, the
adjunct routing
command operates like the
route to digits with coverage=y
command. For calls
that cover to a VDN, however, the
adjunct routing
command operates the same as a
route to digits with coverage=n
command. Calls redirected once to coverage
should not be redirected again, however, so in this situation the coverage option is
disabled for the
adjunct routing
command.
converse (Category A only): 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 about 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 call
vectoring command
route-to
. The coverage option for the
route-to digits
command is disabled for covered calls. In other words, the
route-to digits with
coverage=y
functions like the
route-to digits with coverage=n
command when
processing covered calls. 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
Message Center system.