Avaya Communication Manager Administrator's Manual page 343

Hunting, Other considerations
Agents that are part of a Basic mode complex may dial a feature access code to remove
themselves from availability (and to indicate that they are available again) from both the
multimedia endpoint and the telephone independently. This allows the voice member or the
data member to be individually made unavailable. To make the data extension unavailable, the
agent must dial the FAC from the DVC system.
CMS measurements may indicate unusually slow ASA, because of the time required for the
system to establish early-answer before offering the call to an agent.
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
Multimedia field on the Vector screen to y. 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 Multimedia field set to y must eventually route to hunt
Note:
groups, 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.
Understanding the Multimedia Complex
Issue 1 June 2005 343