On Avaya Aura®, the Malicious Call Trace (MCT) feature has three following distinct phases:
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Activation
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Control
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Deactivation
An agent can handle only one MCT at a time. An agent cannot make another MCT until the MCT controller deactivates current MCT.
The Avaya Aura® user experience of using the MCT feature differs from the CS 1000 user experience. Some of the differences are the following:
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Number of controllers or supervisors. Avaya Aura® enables the administrator to configure several controllers for an agent, whereas CS 1000 only supports a single supervisor.
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Whether a controller joins the call. Avaya Aura® does not joins the controller into the call. Usually, the call is recorded, so bringing in the controller consumes network resources but adds minimal value.
When an agent presses the Emergency key, the associated lamp indicates the action performed by a controller as follows:
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Lamp status
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Description
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Dark
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All available controllers are notified, but no controller accepted the emergency call notification yet.
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Constantly lit
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A controller accepted the call. If a recording device is programmed and available, it is also joined the call.
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For more information about the MCT feature on Avaya Aura®, see Avaya Aura® Communication Manager Feature Description and Implementation.
