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ACD contact center features
ISDN
Best Service Routing and globally supported information transport are fully functional over
ISDN PRI or ISDN BRI trunking facilities.
Note:
Note:
Look Ahead Routing (LAR) - BSR incompatibility
Look Ahead Routing (LAR) and BSR are incompatible. If a trunk is not available at the site
being polled, an alternative route (as a secondary route via an ARS pattern) can be used to
poll, assuming there is a secondary route available that supports transporting shared UUI
in the DISconnect message. This does not use LAR. If no route is available for polling
when a consider location step is executed, then BSR processing handles the situation and
after a period of 30 seconds, subsequent calls will try to poll that location again.
The use of alternative routes for polling only works if there are alterative routes for the
interflow path, regardless of whether LAR or BSR is in use.
Multi-Split/Skill Queuing
A call may be queued up to 3 times by queue-to or check commands in the same vector.
One vector may therefore contain up to 3 series of consider steps. Each series must be
followed by a queue-to best step. Each consider series will select the best remote
resource from the options you specify and queue the call to that resource.
BSR can only queue simultaneously on the origin communication server. BSR gives up
control of a call once it queues the call at a remote resource.
Network Access
BSR operates over public, private, or virtual private (for example, SDN) ISDN-BRI and -
PRI networks that meet the criteria explained in
page 97. Best Service Routing requires that the network support transport of user-to-user
data via MSI or UUI as a codeset 0 Information Element. The numbers administered on the
BSR Application Plan form are expected to access VDNs via ISDN trunks.
Administration or call processing will not prevent access to other types of routing numbers,
but BSR is only intended to support the types of applications described in this section.
Attempts to use the BSR feature for any other purposes may not work.
116 Communication Manager Guide to ACD Call Centers
ATM trunking and IP trunking can be set up to emulate ISDN PRI. For
information on setting this up, see Administration for Network Connectivity
for Avaya Communication Manager, 555-233-504, and ATM Installation,
Upgrades and Administration using Avaya Communication Manager,
555-233-124.
Network requirements for BSR
on
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