Attendant Vectoring

Attendant Vectoring uses the Call Vectoring feature to provide flexible routing of attendant-seeking calls. When the system accesses an attendant VDN, the call can be answered by the attendant, routed to an announcement, or routed to the voice mailbox of the assigned night station. This process reduces the chance of precedence calls remaining in the attendant queue, specifically where the attendant has not answered all calls in the queue, and the console is placed in night mode. Attendant Vectoring can be purchased as a standalone feature. Go to the Avaya Support website at http://support.avaya.com for current documentation and knowledge articles related to Attendant Vectoring.

For more information about Attendant Vectoring, see DEFINITY ECS Call Vectoring/EAS Guide.

Call Coverage

Calls above Routine precedence do not follow administered coverage paths. The calls ring until the Timeout for Precedence Calls expires, and the call goes to a console or a night telephone. If the called party is on an active call and Preemption is enabled, the call is preempted.

Call Detail Recording (CDR)

No separate CDR field is supplied for the precedence level of a call. No separate CDR field creates an incompatibility between current call accounting software and the new call record format. With the current call record format, you can examine the call record for the Precedence Calling FAC to determine the precedence level of a call. If the call is a precedence call, the first digit of the number that was dialed indicates the precedence level of the call. If WNDP is active, you need to examine only the FAC because the precedence level is implied from the FAC. The CDR feature does not record the precedence level for a station-to-station call.

CDR can be administered to record either the dialed digits or the outpulsed digits. In the case of Precedence Routing, the outpulsed digits can be different from the dialed digits. When you view CDR records, remember that the precedence level digit might not be recorded.

Conference

When two calls are merged during a conference, the precedence level of a call is set to the highest active precedence level.

Hunting

When you administer a hunt group with preemption, set the Maximum Preemption Level field and the Preemptable field in the Class of Restriction screen. The hunt group Group Type must use circular or ucd-mia queuing, and the ACD, the Queue, and the Vector fields must be set to n.

Night Service

When the attendant console goes into Night Service, users can answer precedence calls from a night telephone, a night or a day/night console, or the Trunk Answer Any Station (TAAS) feature. If calls are in the queue when the attendant console goes into Night Service, those queued calls are diverted to a night or a day/night console or TAAS, based on the attendant queue priorities. For more information, see Assigning attendant queue priorities in the Administering section.

Preemption

When a precedence call attempts to preempt an existing call, call progress tones, or the blocked precedence call announcement, indicates why the system did not complete the call.

The following table shows how the system processes precedence calls based on the precedence level of the call and the precedence level of the preempted trunk.

Restrict Last Appearance

If the Restrict Last Appearance telephone option is enabled, and only one idle call appearance is available on the telephone when a precedence call is made to that telephone, callers who use Routine precedence hear busy tone. Callers who use any other precedence level connect to the restricted last call appearance.

If the Restrict Last Appearance telephone option is inactive, and only one idle call appearance is available on the telephone when a precedence call is made to that telephone, callers using any precedence level connect to the last call appearance.

Send All Calls

Calls above Routine precedence do not follow administered coverage paths. Calls ring until the Timeout for Precedence Calls expires, and then calls go to an attendant console or a night telephone.

Transfer

When two calls are merged during a transfer, the precedence level of a call is set to the highest active precedence level.

Worldwide Numbering and Dialing Plan (WNDP)

When WNDP is enabled, users must dial a FAC for the precedence level that the users want to use. Users cannot use the Precedence Calling FAC. In addition, the Route Code function and the implied precedence level are provided.

When WNDP is disabled, users must dial the Precedence Calling FAC, and then the precedence level, a number between 0 and 4. The WNDP FACs can be administered, but cannot be used.