This chapter uses a worked example to describe how to configure Communication Manager and Call Center Elite to provide wait treatments for calls that route to Avaya Oceana®. Some of this configuration is optional, for example the option the leave a voice mail message or to use estimated wait time (EWT) data.
The following is a list of the configuration items used in this worked example, replace these items with the values for your solution:
Configuration item |
Example value |
Your value |
Hunt Group for Oceana agents |
Hunt Group 828, ‘Oceana Agent Pool’ |
|
Fallback announcement extension |
8289981 |
|
EWT announcement extension |
8289983 |
|
Voice mail announcement extension |
8289984 |
|
Communication Manager variables |
Any letter not in use |
|
Ingress VDN |
8284100 |
|
Treatment VDN |
8284104 |
|
Fallback VDN |
8284103 |
|
Routing VDN |
8284000 |
|
RONA VDN |
8284001 |
|
Coverage VDN |
8284105 |
|
Transfer VDN |
8284101 |
|
Ingress Vector |
1 |
|
Treatment Vector |
10 |
|
Fallback Vector |
12 |
|
Routing Vector |
2 |
|
RONA Vector |
3 |
|
Coverage Vector |
7 |
|
Transfer Vector |
5 |
|
Before you customize your vectors, ensure that you read Avaya Aura® Call Center Elite Feature Reference.
Note:
You can use Avaya Control Manager Conversation Sphere to import the Avaya Oceana® vectors. The vectors are available as .acs files. Download the .acs files from the Avaya DevConnect portal at http://www.avaya.com/devconnect. You must create the Communication Manager variables before importing the vectors. For information about how to import the .acs files, refer to the Avaya Oceana® Release Notes.
