Avaya Communication Manager Administrator's Manual page 396

Managing MultiMedia Calling
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 can 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 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 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.
Interactions
Interactions are listed here only if the operation is different from standard.
396 Administrator Guide for Avaya Communication Manager