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ACD contact center features
Attendant Control of Trunk Group Access
Calls will not route over a trunk with Attendant Control of Trunk Group Access set.
Authorization Codes
Authorization Codes must not be required for interflow routing. Assign a high enough FRL
to the VDN so that the route desired for routing interflow calls can be used without
requiring an Authorization Code entry. If a route choice is encountered that requires a
higher FRL, the interflow is considered an invalid destination (rejected for Look-Ahead
Interflow or not available for standard interflow) without the application of recall dial tone.
BCMS
BCMS does not log LAI attempts, nor does it report accumulated in-VDN time.
Call Detail Recording — Sending Server
No Ineffective Call Attempt or Outgoing Call CDR records are generated for vector route-
to commands that are unsuccessful including denied Look-Ahead Interflow attempts.
If a local (on-communication server) call to a VDN generates a Look-Ahead Interflow call
attempt that is accepted, and answer supervision is returned from the receiving
communication server, then one Outgoing Call CDR record is generated with the
originating extension as the calling number.
If an incoming (off-communication server) call to a VDN generates a Look-Ahead Interflow
call attempt that is accepted, and no answer supervision is returned from the receiving
communication server, then one incoming CDR record is generated. The VDN is the called
number, and the duration is from the time answer supervision was provided to the
incoming trunk.
If an incoming (off-communication server) call to a VDN generates a Look-Ahead Interflow
call attempt that is accepted, and answer supervision is returned from the receiving
communication server, then two incoming CDR records are generated:
An incoming record with the VDN as the called number and the duration as the time
since answer supervision was provided to the incoming trunk. This is generated if the
call is initially answered in the sending communication server before interflow takes
place.
An outgoing record containing the incoming trunk information as the calling number and
the dialed digits and the outgoing trunk information as the called number.
Call Detail Recording — Receiving Server
On the receiving communication server, an incoming Look-Ahead Interflow call is treated
like any other incoming vector call.
If answer supervision is returned by the vector, and the call is never terminated to another
destination, then the VDN extension is recorded as the called number in the CDR record.
174 Communication Manager Guide to ACD Call Centers
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