Service Observing - Avaya Communication Manager Contact Center Manual

ACD contact center features
Network Access
LAI operates over public, private, or virtual private (for example, SDN) ISDN-BRI and -PRI
networks that meet minimum network requirements.
The sending of a Look-Ahead Interflow codeset 6/7 information element is counted toward
Message Associated User-to-User Information (MA-UUI) counts.
Path Replacement for QSIG/DCS ISDN Calls
For calls that are waiting in queue or in vector processing, even if the call is not connected
to an answering user, path replacement using QSIG can be attempted to find a more
optimal path for this call. This results in more efficient use of the trunk facilities.
The QSIG ISDN or DCS ISDN trunk path-replacement operation can be triggered for ACD
calls by the Look-Ahead Interflow route-to number vector step, BSR queue-to best
vector step, and the Adjunct Routing vector steps.
QSIG
LAI and information forwarding function over QSIG trunk facilities if the remote locations
are Avaya communication servers. You may get LAI call control functionality with other
vendors if an Avaya communication server is the starting point.
Redirect on No Answer (RONA)
Calls redirected to a VDN by RONA can be subsequently processed and routed by LAI
applications.

Service Observing

You can observe a call in LAI processing via VDN observing throughout the life of the call
(as long as the call is still connected through the local communication server). All current
restrictions on Service Observing still apply. Incoming calls can be service observed at the
remote communication server.
Trunk-to-Trunk Transfer
Interflowed calls may be transferred by a receiving communication server to another trunk
connection.
VDN Override
The name of the active VDN for a call is displayed at the remote answering agent.
176 Communication Manager Guide to ACD Call Centers