Nortel Contact Center Manager User Manual page 205

August 2007
The customer is subscribed to the default TPQC11$ tuple in the SCAISSRV
table.
The TPQC11$ tuple under the TPQC category exists with the DISPTEXT
parameter in the ROUTECALL function.
The DN from which the call is routed is associated with the SCAI session.
The agent real-time display does not show Hold or Unhold activity
If the agent real-time display (RTD) does not show Hold or Unhold activity,
ensure that the following conditions are met:
The SCAI service version used to connect to the CS 2x00/DMS switch is
SCAI17 or later.
The DN that places the call on hold has the ECM option, with the
suboptions CALL-EVENTS and SCAICC set to Y.
The DN is associated with a SCAI session.
The ICM session to which the DV_CALL_HELD_U message is sent is
subscribed to the TPCC15$ tuple and the SCAICC09$ tuple.
DNIS routing and transferred calls
If you use DNIS routing in Contact Center Manager Server, it is important that
you understand the algorithm used to select the DNIS value. In particular, the
DNIS value of transferred calls might not be the same as that of the original call.
For non-transferred calls, the algorithm for DNIS uses origCallingNumber
(when available in the callHistoryInfo field) and acdDN when
origCallingNumber is not available.
The algorithm (when the call is a transferred call) uses the acdDN, if it is
present; otherwise it uses the CDN, which is the acdGroup.
The algorithm in Contact Center Manager Server for DNIS uses
OrigInboundDN, if available in the callHistoryInfo field. If OrigInboundDN is
not available, the algorithm uses firstFwdNumber (if forwardingParty is
available and firstFwdNumber is present). If these fields are not available, then
it uses acdDN. Finally, if acdDN is not available, it uses the acdGroup. The
Contact Center Manager Switch Guide for Communication Server 2x00/DMS
Troubleshooting
205