Configuration on Communication Manager for MCT as Emergency

Last Updated : Feb 25, 2020 |
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This section provides a summary of Communication Manager MCT as Emergency programming. For more information, see Avaya Aura® Communication Manager Feature Description and Implementation and Administering Avaya Aura® Communication Manager.

Pre-work

You must ensure that:
  • The optional MCT feature is enabled.
  • Classes of restriction for users that may use MCT must have the Access to MCT option enabled.
    This is the default setting.
  • Feature Access Codes (FAC) for activating and deactivating MCT are configured.
    Avaya Aura® Call Center Elite requires FACs to process calls. However, Avaya SIP phones cannot use FACs for Avaya Aura® Call Center Elite. A Device Adapter agent cannot activate a feature by using the FAC.

Attendant consoles

H.323 and digital (DCP) attendant consoles support the MCT controller functionality.
SIP attendant consoles do not support the MCT controller functionality.
You must ensure that:
  • The desired Communication Manager digital (DCP) and H.323 attendant consoles are programmed with MCT activation or controller key or with both of them, depending on the role of each attendant.
  • Any SIP attendant consoles are programmed with the MCT activation key if the attendant needs to report an emergency. SIP attendant consoles cannot be MCT controllers.

Stations — controllers

You must specify which extensions can be programmed with the MCT controller key and then program the phones. You can use H.323 or DCP endpoints. SIP endpoints, including Device Adapter digital endpoints, are not supported.
  • Enter the extensions of those phones on the Communication Manager change mct-group-extensions form.
  • Program the DCP or H.323 stations to include the mct-contr key.
You must perform both these steps. If you skip any step, the MCT functionality will be unavailable. You can perform these steps in any order.

Stations — non-Device Adapter SIP endpoints used for MCT activation

Program the stations to include the mct-act key.

Recording trunks

You must assign a correctly configured recording device to record a malicious call. For more information, see documentation for Communication Manager and Avaya Aura® Call Center Elite.
You can also configure a delay between an ISDN DISCONNECT message received from outside and the subsequent RELEASE message. This prevents too fast call clearing. For example, a user might have left the call, but the call will remain active for 0, 10, 20, or 30 seconds, allowing to trace the call.
Optionally, you can program the system so that only the controller receives an audio notification that the call is recorded.