Avaya Customer Interaction Express 1.0, Руководство пользователя

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Connecting to ACM (Avaya Communication Manager)
Edition: 1.1 03/08/2007 105
The same PBX task server interface is also used by the BLC (UI). The BLC uses the PBX task server
interface for 3rd party controlling of assigned agent telephones. Task server services are available for
controlling basic telephone functions such as connecting and disconnecting, consultation, holding, call
waiting, forwarding, conference and call diversion. Call center-specific 3rd party functions such as job code
input (incoming/outgoing), signing on and off of agent groups, switching on wrap-up time and pause are
also supported.
Voice Extension Adapter (VEA)
The Voice Extension Adapter (VEA) and Common Hardware Abstraction Platform (CHAP) are required in
addition to the PBX task server for preparing the following PBX task server functions.
• Signaling a topic call
• Queuing calls on the queue device
• Switching calls to announcement scripts
The VEA controls the call center routing and queuing devices. IP channels are used as routing devices.
If a call is pending at a routing device, it is signaled as a route request. The PBX task server notifies the
kernel using the PBX task server interface.
The VEA receives the call destination determined by the kernel and vector processes from the PBX task
server. The following destinations are possible.
• Available agent
• Queue without announcement
• Queue with announcement (VEA/CHAP)
• Queue with announcement (Voice Control)
• External destination
If a call is switched to a CHAP announcement, the call is routed to one of the VEA queue devices. Queue
devices are VoIP channels between the ACM and CHAP. The CHAP feeds the required announcements
to the queue device.
When a call is switched to a Voice Control announcement script, the VEA initiates the call transfer to a
Voice Control channel.
The PBX task server and VEA can establish multiple connections in parallel and make them available for
allocation to available agents to carry out power and predictive dialer functions. Once the connection has
been established and the called subscriber has answered, the connection can be transferred to an
available agent.