Avaya Communication Manager Administrator's Manual page 298

Managing MultiMedia Calling
Enhanced Mode MM Complex
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 server as the hunt group are easily
associated. If multimedia calls into a hunt group have insufficient ANI information (i.e. all calls from
server X to sever 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.
Multimedia vectors
Very often, calls are 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, you must set the
This field has no effect on voice calls routing through the 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
numbers which are voice extensions. A vector with the
never be set up to route to a hunt group or number which is a data extension.
Interactions
Interactions are listed here only if the operation is different from standard.
•
Administered Connections
An Enhanced multimedia complex voice station may serve as the origination point or destination
of an administered connection. If the Multimedia call feature access code is included in the
administration of the administered connection, this will result in a video AC.
An Enhanced multimedia complex H.320 DVC system may not serve as the origination point of
an administered connection.
•
X-porting
You cannot use X in the port field when administering a data module or the data endpoint in a
multimedia complex. However, you can use this to administer the telephone.
298
Multimedia
field set must eventually route to hunt groups, skills or
Multimedia
Administrator's Guide for Avaya Communication Manager
field on the Vector screen to y.
Multimedia field set to y should
November 2003