Announcements

To prevent delays while connecting the announcement,

• You can configure Communication Manager with a large pool of announcement boards.

• You can configure Communication Manager to use integrated-repeating announcements. That announcement type lets calls use the announcement port even if it is already in use.

For either of these configurations each gateway with public network trunks must have its own announcement port(s) local to the gateway for use by the Locally Sourced Announcements feature.

Performance impact

The values of the AMD Treatment Talk Duration and AMD Treatment Pause Duration fields on the SIT Treatment for Call Classification screen can affect the classification time. This feature decreases call classifier holding times, but increases recorded announcement usage.

Call Management System (CMS) and Avaya IQ

You can administer CMS to provide a report of the percentage of calls that were answered by a live person but timed out before an agent could be connected and were instead connected to the End of OCM Intercept Extension.

AMD false positives

You can administer call classification timers to maintain a low rate of false positive answering machine detections, disregarding other outside influences. However, a certain false positive answering machine detection rate is expected because of factors such as the variability in how people answer the telephone with different greetings.

Ringing regulation

A call center can allow outbound calls to ring for certain amount of seconds if the calls are not answered by the call receiving party. The ringing regulation varies from country to country. To satisfy the regulation of your land, you must do the following:

• Program the CTI application to use third party make call option and max_ring_cycles fields.

• Instruct call center agents to not drop calls until the specific number of seconds after being connected to a ringing call.

Tenant

The No-cadence call classification modes and End OCM timer feature can be used with a single Communication Manager server being shared among multiple tenants, each of which has its own announcement. To support multiple tenants the CTI adjunct needs to predetermine the originating VDN to use with third party make call, at least one originating VDN per tenant. You can administer the End of OCM Intercept Extension field with a single VDN which in turn routes the call to the correct announcement for each tenant.

Alternatively, you can use a single originating VDN extension shared among multiple tenants, and send the call back into CTI handling through an adjunct routing step. The CTI application can direct the call to an announcement corresponding to the calling tenant. This alternative strategy takes more time compared to the VDN strategy.