NCR interactions

Last Updated : Feb 01, 2013 |

  • Attendant Vectoring: Can use the route-to number vector step to route calls to attendants located at another Communication Manager node. The operation of the NCR feature using the NCT-type or NCD networks features to accomplish the call redirection is exactly the same as for redirecting ACD calls.

  • Advice of Charge: No new capabilities are added for the NCR feature for the Advice of Charge PSTN feature. Use the Advice of Charge feature with the same trunk facilities used for the NCR feature.

  • BCMS: No change is made to BCMS for support of NCR. Redirected calls are tracked as completed calls since the PSTN disconnects the incoming facility of the original call when the call is redirected to another site.

  • Enhanced Information Forwarding: For the NCR feature, Enhanced Information Forwarding transports UUI for the incoming ISDN call to the PSTN endpoint that receives the redirected call. The use of the Enhanced Information Forwarding capability with NCR requires that the incoming call trunk group be assigned as shared, that is, the UUI IE treatment field is set to shared. However, if the trunk group is set up as service provider, only the ASAI user information or user information provided by the incoming ISDN call, is included in the UUI IE sent on a non-shared basis to the redirected-to PSTN endpoint. NCR supports Information Forwarding for AT&T In-Band Transfer and Connect service.

  • Look-Ahead Interflow: NCR activation using the route-to number vector step does not require LAI to be active to provide multisite capabilities, which are required to check remote locations and to access the BSR Application Plan screen.

  • Service Observing by VDN: If the Service Observing by VDN feature is used to service observe a VDN, where the NCR feature is used to redirect incoming ISDN calls, the service observer hears the same tones, music, or announcements heard by the incoming caller before the NCR feature reroutes the call to another PSTN endpoint. When the NCR operation is completed, the service observer is dropped as an observer of the incoming call and placed in the service observing queue associated with the VDN.

  • Trunk-to-Trunk Transfer: If you enable the NCR feature and use the ASAI Third-Party make Call/Transfer operation to redirect an incoming ISDN to a PSTN endpoint, set the Trunk-to-Trunk Transfer field on the System-Related Customer-Options screen to y for the call redirection to succeed. If the route-to number or BSR queue-to best vector step uses the NCR feature to redirect an incoming ISDN call to a PSTN endpoint, the Trunk-to-Trunk Transfer customer option does not need to be set to y.

    For more information, see Using the route-to command for NCR in the Programming Call Vectoring Features in Avaya Aura® Call Center Elite document.

  • VDN Return Destination: If you administer the VDN Return Destination (VRD) feature for the VDN associated with a vector that causes the NCR feature to be invoked, VRD is canceled when the call is redirected by NCR.

  • CMS Database Items: The following Avaya CMS database items are affected by NCR:

    • DEFLECTCALLS: In the VDN CMS database tables, the DEFLECTCALLS item includes the number of calls that are redirected using NCR through the BSR feature by using the route-to number or queue-to best commands. Successful NCR attempts are pegged as DEFLECTCALLS.

    • INTERFLOWCALLS: In the VDN CMS database tables, the INTERFLOWCALLS item includes successful BSR interflows using NCR redirections.

    • LOOKATTEMPTS: In the VDN CMS database tables, the LOOKATTEMPTS item includes the number of times the LAI or BSR interflow was attempted for calls in the vector. Successful LAI or BSR attempts are also counted. NCR invoke attempts (NCD or NCT) are also reflected in LOOKFLOWCALLS.

    • LOOKFLOWCALLS: In the VDN CMS database tables, the LOOKFLOWCALLS item includes the number of INTERFLOWCALLS redirected by the LAI or BSR features. LOOKFLOWCALLS is a subset of INTERFLOWCALLS and includes LOOKATTEMPTS for the LAI or BSR interflows. With BSR interflow using trunk-to-trunk transfer or NCR, every LOOKATTEMPT is also be counted as a LOOKFLOWCALLS unless a failure occurs.