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To initiate a post-route, the Avaya vector that is handling the incoming call must include an adjunct route request step with the correct ASAI/CTI extension specified.
A wait time is specified after the adjunct route request to allow for Unified ICM software to route the call. Although Unified ICM post-route destination decision is(virtually) instantaneous, a typical wait time of four to six seconds in the vector is appropriate. The wait time may require to be adjusted depending on anticipated call volumes.
Vector writers consider the state of the call, if Avaya cannot properly route the post-routed call, or if the CTI link is down. There can be a scenario, where the label (call destination) returned from the CallRouter is not valid. For example incorrect Trunk Access Code, extension destination is busied-out, Class of Restriction (COR) does not allow the call to complete. In this case, it is necessary for you to consider how you want the call to be handled.
Calling number (CLID)
Called number (typically the VDN)
User-user information (32 bytes maximum, where the data type is (a) user defined or (b) ASCII)
Last set of Avaya collected digits (CED) (if any)
Digit collection timeout (seconds)
Call priority level (values: not_used, not_in_queue, low, medium, high, top)
Interflow type (that is, cause of interflow; values: all, threshold, vector)
Time (time the routed call is to spend in the queue before interflow)
DNIS chars (optional)
Call ID
Trunk group number and trunk number (optional; mutually exclusive with calling number)
UCID
II - digits\Call Originator Information
If PIM is allowed Peripheral variable modification through Call Control Variable Map, the Route Request elements (such as CLID and Called Number) into Peripheral Variables. Unified ICM script writer can then use the information in the Peripheral Variables to create scripts that determine which destination best suits the caller's needs. All Peripheral Variable data types are ASCII.
The Call Control Variable Map field is available on the Peripheral Configuration window of the Configure ICM tool. This field controls the mapping of Route Request Elements to Peripheral Variables.
Direct the PIM. The PIM can be directed on which call variables are accessed. For example, the following setting (made in the Call Control Variable Map field) allows the PIM to set call variable 1 and call variables 5 through 10. The call variables are set, while preserving the existing values of call variables 2 through 4 (which means that the PIM does not set call variables 2 through 4). This argument is from the perspective of the PIM.
/PIM=ynnnyyyyyy
Direct the CTI portion of the PG. The CTI portion of the PG can be directed to allow the CTI Client to override any PIM Call Variable setting. For example, the following setting allows a CTI Client to set call variable 1 and call variables 5 through 10 while preserving the peripheral-determined values of call variables 2 through 4.
/CTI = ynnnyyyyyy
See also: For more details on Unified ICM CTI capabilities and interaction with the PG, see the ICM Software Enterprise CTI Interface Specification. The Route Select Peripheral Variable Map displays the Peripheral Variable numbers and the Route Request Elements which these numbers represent. It also displays the possible values contained in the Route Request Elements.
Peripheral Variable |
Route Request Element |
Possible Values |
---|---|---|
1 | CallPriorityLevel | CP_UNUSED, CP_NOT_IN_QUEUE, CP_LOW, CP_MEDIUM, CP_HIGH, CP_TOP |
2 | InterflowType | IT_UNUSED, IT_ALL, IT_THRESHOLD, IT_VECTOR |
3 | TimeInQBeforeInterflow | ASCII char string (empty string if unused), units = Seconds |
4 | DNIS | ASCII char string (empty string if unused) |
5 | User-User Information | See Note 1. |
6 | CED | Caller Entered Digits (empty string if unused) |
7 | II - digits \ UCID | II - digits (ASCII form) (empty string if unused) |
8 | Trunk Information | Format (if provided by switch): TrunkGroup Number, Trunk Number, Trunk Direction |
9 | Calling Number | If provided by switch (for example if on ISDN trunks or on-switch call) |
10 | VDN | Vector Directory Number |
Note |
The UUI is limited to ASCII characters (null-terminated ASCII character string). That is, any non-ASCII UUI data received are not stored in the Peripheral Variable. UUI data (ASCII and non-ASCII) is stored in the Termination call Detail table Unified ICM database. ICM Schema guide can be referred for more details. |
The PG receives the selected route information from the CallRouter and converts it to a Route Select message for the Avaya. The Route Select message can be used to set call attributes, request digit collection from the switch, provide dial-ahead digits to the switch for collection, or specify user-user information to be included in the call.
You can specify the Route Select functionality through the Peripheral Variables or the syntax used in the Label. Unified ICM script can be used to set the Peripheral Variable contents. Where the setting of Route Select functionality overlaps, the Peripheral Variable setting takes precedence. Refer to the Avaya documentation to determine when any of the Route Select features can be used. For example, it may not make sense to have call priority ON if the destination is a VDN or Split. As another example, direct agent calling does not make sense if the destination is a VDN.
Destination route select. On-switch or off-switch called number.
User-user information.
DataType: (a) UU_TYPE_USER (user defined); or (b) UU_TYPE_IA5 (ASCII)
Length: number of bytes (40 bytes maximum)
Data
Call priority (ON or OFF). If ON, this parameter represents a special type of call. This call carries three burst distinctive ringing. The call does not go to the covering point for coverage or send all calls.
Agent extension.
ACD Split extension, specifies the queue, to place the waiting call. The agent must be logged in to this split.
User data type:
COLLECTED, which specifies dial-ahead digits
The PIM default is COLLECTED.
Digit collection timeout (0-63 seconds): Specifies the number of seconds tone detector will continue to collect digits after the first digit is received. The PIM default is no timeout.
Data: If the user data type is COLLECT, this field is interpreted as a binary integer specifying the number of digits to collect. If the user data type is COLLECTED, this field is an ASCII string specifying the dial-ahead digits.
Use external trunk identified by Trunk Access Code (TAC). The TAC can be prefixed in the called_number field.
Only incoming trunks of any type, including ISDN, MFC, and R2MFC, are eligible for ASAI/CTI-requested digit collection.
Incoming disconnect supervision must be administered on the incoming trunk to allow a call prompter/tone detector to connect.
The PG maps the Peripheral Variables received in the CallRouter’s Route Select message as shown in Table 9: Route Request Peripheral Variable Map. All Peripheral Variable data types are ASCII. Peripheral Variables 1-4 and 6-10 are unassigned and can be used for the Route Select elements shown in Label Syntax table.
Peripheral Variable |
Route Select element |
Possible Values |
---|---|---|
1-4, 6-10 |
Call Priority |
CP_ON, CP_OFF (default). |
1-4, 6-10 |
Digit Collection/Dial Ahead |
See the topic Digit Collection/Dial Ahead for more information. |
1-4, 6-10 |
Trunk Access Code |
See the topic Trunk Access Code for more information. |
5 |
User-User Information |
See the topic User-User Information for more information. |
A Peripheral Variable can only be used for one Route Select element at a time. If a Peripheral Variable syntax is invalid or the Peripheral Variable is an empty string, the Peripheral Variable is ignored. The only fixed Peripheral Variable is PV 5, that is designated for UUI.
The Digit Collection/Dial Ahead peripheral variable string has the following syntax:
COLLECT NUMBER_OF_DIGITS_TO_COLLECT TIMEOUT DIGIT_COLLECTION_TIMEOUT
or
DIAL DIAL_AHEAD_DIGITS
The number of digits to collect must be between one (1) and 24, inclusively.
All fields are separated by spaces.
Every # and * count as one digit each.
The digit collection timeout must be between one (1) and 31, inclusively.
The following example indicates that four digits are collected with a digit collection timeout of ten seconds:
COLLECT 4 TIMEOUT 10
The next example indicates that the digits 3, 2, 1 precedes the route selection:
DIAL 321
With proper configuration using translation routes, the DIAL syntax can allow you to provide the caller's ANI (or any set of digits) to the Avaya. Afterwards it is displayed on an agent's console.
TAC TRUNK_ACCESS_CODE
TAC is a keyword delimiter and must be specified as shown (case is not important). The TRUNK_ACCESS_CODE field specifies a valid Trunk Access Code extension for the Peripheral. The TAC can also be pre-pended in the Label. All fields must be space separated.
The following example indicates a Trunk Access Code of 111 for the route selection:
TAC 111
This is a null-terminated ASCII character string. The UUI data is stored in Peripheral Variable 5 for both the Route Request and Route Select messages only if the protocol format of the UUI data is C_UU_IA5. Therefore, unless modified, all UUI data received for a call are included when sent to the calls' destination. UUI data is limited to 40 bytes.
Avaya PIM was designed to support the User-to-User information (UUI) up to 32 bytes inline with the older switch version support, which was 32 bytes.
ASAI supports UUI up to 96 bytes for Avaya CVLAN Server Release 8, and link version 4 and beyond.
With this enhancement Avaya PIM supports 40 bytes for the UUI field.
The Unified ICM Label can be used to specify additional Route Select1 functionality. Incorrect or incomplete Route Select data may result in the Avaya denying the Route Selection and proceeding with vector processing.
A special label type to support the incorporation of dial-ahead digits into the label is supported. The string DTMF within the label indicates the presence of these dial-ahead digits.
The format of this label type is as follows:
XXXXXDTMFYYYYY
The XXXXX is required and is the destination where the post-routed call are directed. YYYYY, maximum 16 digits (can include * and #), are included as dial-ahead digits when the route response is sent to the switch for the post-routed call. This label type can be used for post-routed or translation-routed calls. A label using this special label type cannot use any of the other special label formatting capabilities listed in the following table Table 11: Label Identifiers and Capabilities. Peripheral Variables can still be used.
Label Identifiers |
Definition |
Example |
---|---|---|
! |
An exclamation point at the beginning of the label indicates that Call Priority are turned ON. The default is Call Priority OFF. See Note 1 |
!1234 indicates that the call directed to extension 1234 has call priority ON. |
@ |
The “at” sign (@) at the beginning of the label indicates that this is a DACD call. The call destination must be an agent’s extension. The default is No DACD call. (See Note 1.) |
@2345 indicates that the call directed to the agent at extension 2345 is a DACD call. Because no agent group or agent group extension was specified in this example, the PIM attempts to select the first known agent group login for the agent. Both the agent and the destination agent group must have been previously known to the PIM for this to be successful. |
& |
The ampersand (&) used within the Label is used to specify the Agent Group Peripheral Number. The Agent Group Peripheral Number must immediately follow the ampersand and must be configured in Unified ICM software. The PIM determines the correct Agent Group extension. |
@2345 &11 indicates that the call directed to the agent at extension 2345 is a DACD call and the agents group number is 11. Using the Agent Group Peripheral number may be convenient if the agent group extension is changed anytime. |
# |
The pound sign (#) used within the Label is used to specify the Agent Group Extension number. The Agent Group Extension must immediately follow the pound sign. The Agent must be a logged-in member of that agent group. |
@2345 #1000 indicates that the call directed to the agent at extension 2345 is a DACD call and the agents’ agent group extension is 1000. |
%1 %2 ..... %10 |
The percent sign ‘%’ at the beginning of the label indicates that the call destination is contained in the specified Peripheral Variable number. See Note 2 |
“%1” indicates that the call destination is contained in Peripheral Variable 1 (PV1). This is useful if you want to specify the destination in the PV’s or to place CEDs in a PV as a destination. |
Note |
|
1 ICM 5.0 SR13 supports star (*) as a valid routing label for translation routing and post-routing in Avaya PIM. For example, *173001 is a valid routing label where *17 can be the Trunk Access Code and 3001 indicates the extension/VDN to which the call would be directed. The post-route label containing the star (*) character is configured in Service explorer.