Information Forwarding sends call related information, such as Universal Call ID (UCID), ASAI data, collected digits, active VDN name, wait time, Automatic Number Identification (ANI), Calling Line Identification II (Information Indicator) Digits (CLID), and Customer Information Forwarding (CINFO), with calls over public and private networks using Integrated Services Digital Networks (ISDN) or Session Initiation Protocol (SIP) trunks. You can configure private networks for QSIG or non-QSIG protocols. You can also use the call data derived from Information Forwarding to enhance call processing, customer service, and data collection.

Whenever Communication Manager interflows a call over ISDN trunks such as PRI or BRI or SIP trunks by means of a route-to (with Look-Ahead Interflow active), queue-to best, or check best command, the following information is sent with the call using user-to-user information transport and can be used by adjuncts or displayed at the receiving communication server:

• ASAI user information

• the name of the active VDN (LAI DNIS)

• other LAI information (a time stamp showing when the call entered the current queue, the call’s priority level in its current queue, and the type of interflow)

• any collected digits (this does not include dial-ahead digits). These digits are available for processing at remote vectors and/or displaying to the agent.

• the number of seconds that the call has already spent in vector processing (called in-VDN time)

• Universal Call ID (UCID)

  Note:

  Sending of information depends on priority settings and activated features. Also the communication server version must be V6 or later.

You can set up Asynchronous Transfer Mode (ATM) and IP trunking to emulate ISDN PRI. For more information, see Administering Network Connectivity on Avaya Aura® Communication Manager and ATM Installation, Upgrades and Administration using Communication Manager.