Automatic Call Distribution interactions with SBS

Last Updated : Oct 30, 2012 |

  • Look Ahead Interflow (LAI) might not function correctly on an SBS call, because of the SBS call setup delay. If the SBS delays are a problem, you might use Non Call Associated (NCA) Temporary Signaling Connection (TSC) instead of LAI to poll by Best Service Routing (BSR).

  • Normal SBS call setup delays affect calls if Outbound Calling is done from a Call Center, and the call uses SBS to call another Communication Manager system. Outbound Calling over SBS trunks must not use Call Classification. Outbound Calling will have interference from the DTMF signaling that is invoked by SBS and sent to identify the correct bearer call at the terminating end.

  • Dialed Number Information Service (DNIS) and Original Dial Number Delivery service from a service provider can deliver an SBS bearer call to an SBS extension in an SBS terminating node.

  • When an incoming Automatic Call Distribution (ACD) call arrives by way of an SBS trunk, transfers by an agent to another agent or to an application work properly.

  • An incoming SBS call can hear any announcements that are associated with the Call Center.

  • The Agent Assist functionality works when the incoming call arrives over SBS.

  • Displays at the agent terminals function correctly when the incoming call arrives over SBS. This includes Vector Collected digits.

  • Multiple Call Handling works when arriving calls are incoming SBS calls.

  • An incoming SBS call that receives Redirect on No Answer (RONA) works correctly.

  • SBS calls that receive intraflow, interflow, or hunt group night service treatment are routed in the same way as a non-SBS call.

  • Any ISDN call data, R2MFC call data, or both ISDN and R2MFC data that is currently interworked to or from a QSIG trunk is sent on (retrieved from) the SBS signaling call at the SBS interworking node. Such call data includes calling party number, II Digits, CINFO digits, and so on.

  • Call Center data that is currently transported on QSIG trunks is sent on the SBS signaling call.

  • When an ACD call is transferred to an agent through an SBS trunk connection on another system that runs Communication Manager, all associated call information that is currently transported on a QSIG trunk is sent on the SBS signaling call.

  • All types of Service Observing functions work on SBS calls in the same way as for non-SBS calls.