Malicious Call Trace control

Last Updated : Feb 27, 2020 |
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On Avaya Aura®, the MCT control phase has significant differences from the control phase on CS 1000:
  • CS 1000 relies on contacting a single supervisor that is configured in the station programming. If the supervisor is unavailable, no supervisor can be assigned to a malicious call.
  • Avaya Aura® enables you to assign several controllers to an agent to handle malicious calls. This feature improves chances that a suitable monitoring party answers a malicious call. After one of controllers answers the call, it becomes the MCT controller, and Avaya Aura® stops notifying other potential controllers.
A potential MCT controller is a station or an attendant that has the mct-contr key.
  1. When an agent presses the mct-act key, the system initiates call recording if programmed to record calls.
  2. When the agent presses the mct-act key, the system notifies potential MCT controllers associated with this agent.
    To notify potential MCT controllers, the system does the following:
    • Generates an alert tone on the controller’s phone.
    • Flashes the lamp associated with the mct-contr key.
  3. A user that presses the mct-contr key first becomes the MCT controller of the call.
    The system stops alerting other potential MCT controllers.
  4. After the controller presses the mct-contr key, the system displays the following emergency call details on the controller’s phone:
    • The called number.
    • The activating number. This is the agent ID, the station extension, or the bridged appearance number that is used when the MCT feature is activated.
    • The call status.
    • Information about other participant of the call.
    Depending on the call origin, the system can display the following information about the call participants:
    • The calling number if the call originates inside the system or on the same node within a Distributed Communications System (DCS) network.
    • The calling number if the call originates outside the system and an Integrated Services Digital Network (ISDN) or SIP calling number identification is available on the incoming trunk.
    • The location of the incoming trunk for all other calls. In this case, the user must call the connecting server to get more information about the malicious call.
  5. If configured, the system sends an MCT notification to the PSTN.
    This feature relies on having a signaling mechanism on the trunk. You can also configure ISDN and specific DS1 trunks to provide MCT notifications. For more information, see Screens for administering Malicious Call Trace in Avaya Aura® Communication Manager Feature Description and Implementation.
    The system notifies the PSTN when the original PSTN trunk is reached over the SIP network or is a PSTN SIP trunk. Communication Manager always sends an MCT notification over SIP to the trunk gateway or Session Border Controller and notify the PSTN if the capability exists and is programmed.
  6. The system generates MCT reports.
    For more information, see Reports for Malicious Call Trace in Avaya Aura® Communication Manager Feature Description and Implementation.