Avaya Communication Manager Administrator's Manual page 286

Managing MultiMedia Calling
Understanding the Multimedia Complex
Hunting Call association (routing)
Typically incoming voice calls consist of 2 B-channel calls to the same address, to provide greater
bandwidth and better video resolution. Avaya Communication Manager attempts to correctly pair up
incoming calls and offer them as a unit to a single agent. MMCH uses call association to route both calls
to the extension that answered the first call, regardless of how the call was routed internally.
Two 56K/64K data calls with the same calling party number to the same destination number are
considered to be associated. The system makes every attempt to route both calls of a 2-channel call to the
same answering party. If the first call terminates at a member of a hunt group, the second call does not
have to hunt, but goes directly to the same member. In order for 2B multimedia calls to be correctly given
to a single agent, incoming calls to the hunt group must have ANI information. The ANI information may
be in the form of ISDN calling party number or DCS calling party number. Multimedia calls made on the
same media server as the hunt group are easily associated. If multimedia calls into a hunt group have
incorrect ANI information (i.e. all calls from server X to server Y include the LDN for server X), then as
the volume of calls increases, the number of mis-associated calls will increase. If multimedia calls into a
hunt group have no ANI information, Communication Manager will never associate pairs of calls and all
calls will be treated independently and routed to separate agents. This is not a recommended
configuration.
Hunting with Multimedia vectors
Calls are often routed to hunt groups or skills via a vector. The existing VDNs and vectors which exist for
routing voice calls can be used to route multimedia calls.
In order to use a vector for multimedia calls that will terminate to voice stations, you must set the
field on the Vector screen to y. This field has no effect on voice calls routing through the
Multimedia
vector. This field will cause multimedia calls routed through the vector to receive early answer treatment
prior to processing the vector steps. This provides a talk path to the caller for announcements or
immediate conversation with an agent.
NOTE:
Vectors which have the
skills or numbers which are voice extensions. A vector with the multimedia field set to y
should never be set up to route to a hunt group or number which is a data extension.
When a vector is used to route video (56K/64K) calls to a hunt group comprised of data extensions, the
vector must have the multimedia field set to n.
Intercept Treatment
H.320 calls that receive intercept treatment are treated like other data calls. H.320 calls cannot be directed
to an attendant for service because the attendant cannot have H.320 conversion service.
ISDN Trunk Groups
Avaya highly recommends that you use ISDN trunks for multimedia calls. ISDN PRI trunks allow
complete 1-number access for an Enhanced multimedia complex. ANI provided over PRI trunks allows
correct routing of multiple bearer channels to the correct destination device. ISDN also provides the
bearer capability on a call by call basis which can be used to distinguish voice calls from multimedia
calls.
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field set to y must eventually route to hunt groups,
Multimedia
Administrator's Guide for Avaya Communication Manager
November 2003