Configuring a vector for the Treatment VDN

Last Updated : Oct 13, 2020 |

About this task

Use this procedure to configure a vector for the Treatment VDN to provide treatments for calls that route to Avaya Oceana®.

Note:

This example vector includes coverage to mailbox and estimated wait time (EWT) options. These sections are optional, remove or edit these sections as required for your solution. For example, remove the option to leave a message if your solution does not include voice mail, or route the caller to different mailboxes based on caller input. The EWT section is line 07 to line 10, and the voice mail section is line 13 to line 15.

Procedure

  1. Using SSH client, connect to the Communication Manager System Access Terminal (SAT) interface.
  2. Run change vector n.

    n is the number that you entered in the Destination field of the VECTOR DIRECTORY NUMBER screen while creating the Treatment VDN. In this example, the vector number is 10.

  3. On page 1 of the CALL VECTOR screen, perform the following steps:
    1. In the Name field, enter the name of the vector as Treatment Vector.

      This standard name makes maintenance and troubleshooting easier.

    2. Enter the details required from line 01 to line 23 as shown below:








      Important:

      In line 05, you must specify the number of the first CTI-Link that you created while configuring the CTI-Link to Application Enablement Services. It is recommended that you use two Application Enablement Services and two CTI-Links for robustness. Add the second CTI-Link to the vector after line 05 if required. If your solution implements disaster recovery, configure up to four CTI-Links. You must ensure that you change the other lines in the vector as appropriate if you add multiple CTI-Links.

      Note:

      • The example vector collects EWT data, and based on that data can provide a treatment to a caller waiting for an agent. In this example, if EWT is higher than 3 minutes then the EWT announcement plays, followed after a wait by the voice mail announcement and the option to immediately leave a voice mail.

      • If there is a routing failure at any point during the call, the call routes to the fallback VDN and the configured fallback Elite skill.

  4. Save the settings.