Local treatment operations

Last Updated : May 16, 2016 |

This section describes local treatment feature operations that occur when BSR redirects IP or ISDN calls to a remote queue.

Important:

Before following the local treatment operations, ensure that the required feature and vector administration steps are implemented on the local and remote Communication Manager servers.

The following steps describe the basic process for local treatment operations in a multisite BSR environment:

  1. A call arrives at the local Communication Manager server and is processed by a VDN with BSR local treatment.

  2. The local vector includes the consider, queue-to best, and wait hearing announcement steps that are required for BSR local treatment operations.

  3. A skill on a remote server is identified as the best location and the local server attempts an interflow to the remote server. Vector processing is temporarily suspended on the local server while the interflow attempt is in progress.

  4. If the interflow attempt succeeds, the remote server returns an ISDN_PROGRESS message with progress indicator of in-band information (8) or a SIP 182 QUEUED message, to indicate that the call is in a queue and local treatment operations can proceed.

    The remote server must meet the following requirements for the appropriate ISDN_PROGRESS message to be sent back to the local server:

    • The remote server is administered for BSR local treatment.

    • The call is directed to a VDN with BSR local treatment.

    • The vector associated with the VDN includes only those steps and commands that are required for successful local treatment operations.

  5. The local server receives a SIP 182 QUEUED or an ISDN_PROGRESS message with progress indicator of in-band information (8), vector processing resumes with an appropriate treatment step and the caller receives feedback provided by the local server while the caller waits in the remote queue.

    Important:

    To ensure that the local treatment feature operates as designed, use the vector commands that are recommended for local treatment implementation. Although local treatment operations do not impose restrictions on the types of vector steps that are administered on the local server after call processing resumes, use of inappropriate vector steps can interfere with local treatment operations.

  6. When an ACD agent on the remote server accepts the call, a 200 OK or an ISDN_ALERTING message is sent to the local server. Vector processing is discontinued on the local server and the remote server.