SIP NCR interactions

Last Updated : Feb 01, 2013 |

  • Attendant Vectoring: 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 network call redirection features to accomplish the call redirection is exactly the same as for redirecting ACD calls.

  • Basic Call Management System (BCMS): No change is made to BCMS for support of NCR. Redirected calls are tracked as completed calls since the SIP service provider 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 User-to-User information (UUI) for the incoming call to the SIP service provider endpoint that receives the redirected call. The use of the Enhanced Information Forwarding capability with NCR (the recommended configuration) requires that the incoming call trunk group be assigned as shared, that is, the UUI 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 call) will be included in the UUI sent on a non-shared basis to the redirected-to SIP service provider endpoint.

  • Look-Ahead Interflow (LAI): 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 calls, the service-observer will hear the same tones, music, and/or announcements heard by the incoming caller before the NCR feature reroutes the call to another SIP service provider endpoint. When the NCR operation is completed, the service-observer will be dropped as an observer of the incoming call and placed in the service-observing queue associated with the VDN.

  • Trunk-to-Trunk Transfer: If the NCR feature is optioned and the ASAI Third-Party make Call/transfer operation is used to redirect an incoming call to a SIP service provider endpoint, the Trunk-to-Trunk Transfer field on the System-Parameter Features screen must be enabled 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 call to a SIP service provider endpoint, the Trunk-to-Trunk Transfer customer option does not need to be set to y.

  • VDN Return Destination (VRD): If VRD is administered for the VDN that is 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 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 are also reflected in LOOKFLOWCALLS.

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