MDA is supported only on UC phones (CS1K_IP) in a Call Center Elite environment.
The functionality offered by the CTI applications is limited to the station capabilities. In addition to the general MDA limitations, the following are the MDA limitations when you use a UC phone with a CTI application in a Call Center Elite environment:
CTI applications can control the digital, UNIStim, and analog endpoints for media only.
If digital or UNIStim endpoints are controlled by a CTI application, then these endpoints provide only UC functions. Note that the endpoints must have the required buttons and display. Analog endpoints do not have buttons and only CLASS analog sets provide a display. Hence, an agent can perform only “hook-flash and code” operations on an analog endpoint.
Therefore, MDA is not supported on analog phones.
For a CTI controlled UC phone, ensure that you use the CS1K_IP station template to define the station definition for the phone:
Registering an existing UNIStim endpoint to a new 96x1 station definition is contradictory. Device Adapter does not support using a non-UNIStim station definition for a UNIStim endpoint that is registering for MDA.
UC endpoints do not support call center-specific features and operations.
In a Device Adapter endpoint avoid MDA when mixing CTI controlled UC endpoints (CS1K_IP) with CTI controlled CC endpoints (CS1K_IPCC).
Avaya recommends that you use Sequential Registration in this case.
For CTI controlled media-only (UC) phones, CTI controls only the most recently registered device. The following is an example when the maximum number of simultaneous devices is set to 3:
A user logs in to device A and this device is acquired by a CTI controller.
The user logs in to device B:
Device A remains registered and usable.
Device B registers and becomes usable.
CTI control at device A ends. Only device B is CTI controlled.
The user logs in to device C:
Device A remains registered and usable.
Device B remains registered and usable.
Device C registers and becomes usable.
CTI control at device B ends. Only device C is CTI controlled.
The user logs in to device D:
The maximum number of concurrently registered devices is exceeded.
Device A is unregistered.
Device B remains registered and usable.
Device C remains registered and usable.
Device D registers and becomes usable.
CTI control at device C ends. Only device D is CTI controlled.
If the user unregisters device D and if no other device is registered, the last device that was CTI controlled and is still registered becomes CTI controlled. That is, device C becomes CTI controlled.
If the user wants device B to be CTI controlled, the user must unregister device B and log in to device B again. Device B becomes CTI controlled. Device C is no longer CTI controlled.
