Rainy Day scenario: No recording trunk available

Last Updated : Feb 25, 2020 |
Prolog information
Metadata
Keywords:
The emergency activation requires an MCT controller, which can be an H.323 or DCP station on Communication Manager.
The following is a call flow for a scenario where a malicious call cannot be recorded.
  1. An agent identifies a call as malicious.
  2. During a call, the agent presses the Emergency key.
    • The Device Adapter sends a message that the agent pressed the Emergency key to Communication Manager.
    • The MCT lamp remains dark because no MCT controller has pressed the MCT controller key.
  3. Communication Manager performs programmed operations.
    • The system generates a report log.
    • The system attempts to start recording the call, but this attempt fails. For example, all recording resources might be in use.
    • If the call is from a PSTN trunk that can be notified of malicious calls and the system can send MCT signals over that trunk, then the system signals to the PSTN that the call is malicious.
    • If the call is from a PSTN trunk that can be notified of malicious calls and the system can send MCT signals over that trunk, then the system signals to the PSTN that the call is malicious.
    • Communication Manager notifies all available MCT controllers.
  4. MCT controllers receive the emergency call notification on the MCT controllers mct-contr key.
    • The agent does not receive a notification that controllers are alerted.
    • H.323 and DCP MCT controllers receive audio and visual alerts about the incoming emergency call. These alerts comply with H.323 and DCP MCT controller notifications.
    • The MCT controller displays the Communication Manager specific data on controllers’ stations.
  5. One MCT controller answers the call using the MCT controller key.
    • The MCT lamp on the agent’s phone lights.
    • Other MCT controllers’ stations stop receiving notifications about the emergency call.
    • If the system is programmed to notify the controller that the call is being recorded, the controller can detect the recording failure.
    • The MCT controller can monitor the call in the manner applicable to an H.323 station MCT controller. However, this feature requires adding a capability to create conferences or expand existing conferences. This capability is not part of a normal MCT controller feature set.
  6. When the call ends, the controller deactivates MCT.
Related links
Avaya Device Adapter Snap-in user experience