Avaya Contact Center – Extended Capacity supports Network Call Redirection (NCR) for incoming trunk calls on its VDNs. When it receives a trunk call on a VDN, Avaya Contact Center – Extended Capacity requests the service provider to redirect the call and releases Routing Core Server resources from the resulting redirected call. Avaya Contact Center – Extended Capacity performs NCR in the following conditions:
The incoming call is from a trunk user to one of the VDNs.
The VDN that receives the call does not have VDN Return Destination (VRD) configured.
The vector uses the route-to <destination> function to redirect the call to an external number, which is neither a station, agent, VDN, nor announcement.
If the service provider accepts the request, Routing Core Server uses the route-to function to successfully route the incoming trunk call and exit the call handling process. Routing Core Server redirects incoming trunk calls in a maximum of 150 milliseconds.
If the service provider denies the request, Routing Core Server retains the trunk call at its VDN.
