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ACD contact center features
Support of contact center features
Information transport supports these contact center features:
Enhanced Look-Ahead Interflow—routes calls from busy contact centers to centers that
are less busy (see
Note:
Note:
Best Service Routing—routes calls to the best available agents wherever they are (see
Best Service Routing (Category A only)
Universal Call ID—provides a means to collect and trace call data from multiple contact
centers (see
Determining user information needs
The network byte limit on user information contents (the user data part of the UUI IE) must
be large enough to carry the data needed for the customer application.
If you want to forward information over a network that does not support at least 82 bytes of
user data, you must determine the space required for the application and adjust priorities
accordingly.
Considerations
Enhanced information forwarding has been tested with several major carriers. To find
out if these capabilities work with your carrier, check with your account team for the
most current information. If testing has not been done to verify operation over the public
networks involved with the preferred specific configuration, use of private ISDN trunking
between the nodes should be assumed until successful testing has been completed.
Any communication server that acts as tandem node must have priorities assigned to
the Shared UUI features for non-QSIG trunk groups. Even if this communication server
does not create anything, the priorities must be set correctly to pass the information
along. For more information, see the
The Send codeset 6/7 LAI trunk group option operates independently of the UUI
IE Treatment trunk group option. However, if you turn both of these options on, you'll
send the same information twice and possibly exceed the maximum ISDN message
size. The communication server provides a warning message when both options are
administered. There are two ways to correct when the user data exceeds the maximum
message size, either:
— put a blank in the priority fields for VDN Name and Other LAI Information on
— disable the Send codeset 6/7 LAI option.
166 Communication Manager Guide to ACD Call Centers
Look-Ahead Interflow (Category A only)
Look-Ahead Interflow information can be forwarded using information
transport or the traditional codeset 6/7 LAI IE.
Universal Call ID
the Shared UUI Feature Priorities form, or
on page 94).
on page 238).
Troubleshooting
on page 171).
on page 167 section.
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