Creating variables using Communication Manager

Last Updated : Oct 13, 2020 |

About this task

Communication Manager vectors use variables to improve efficiency. Different types of variables are available to meet different types of call processing needs. Vector variables can be added to consider location, messaging, and adjunct routing vector steps. Based on the variable type, variables can use call-specific data or fixed values that are identical for all calls. In either case, an administered variable can be reused in many vectors.

Avaya Oceana® has a number of initial vectors. These vectors require the following variables:

  • Routing Vector requires a variable used to collect Agent ID.

  • Avaya Oceana® vectors require a Persistent variable.

    This variable is used to differentiate between the types of call ingress: (1) Elite-anchored / Adjunct Route path or (2) Web Voice and Video / Breeze-anchored path.

  • Avaya Oceana® uses a variable to check if the voice channel is in service. Add this variable to ensure that if there is a routing failure at any point during a call, the call routes to the fallback VDN.

This example procedure also shows a number of further variables that you can add. These additional variables allow you to provide treatments for callers while they wait to speak to an agent, or to fall back to Call Center Elite when Avaya Oceana® is not in service or a call routing failure occurs.

If the variables used in this example are already in use on Communication Manager, use different variables. Ensure that you use these different variables in your Avaya Oceana® vectors.

Important:

Use variables E - I if your solution uses Call Center Elite to provide Voice Self Service. Otherwise, do not configure these variables.

Procedure

  1. Using an SSH client, connect to the Communication Manager System Access Terminal (SAT) interface.
  2. Use the change variables command.
  3. On page 1 of the Variables for Vectors screen, perform the following steps for variable A:
    1. In the Description field, enter the description of the variable A as Adjunct Route Digits.

      This standard description makes maintenance and troubleshooting easier.

    2. In the Type field, enter the value collect.
    3. In the Scope field, enter the value L.

      The value L specifies the Local variable.

    4. In the Length field, enter the value 16.
    5. In the Start field, enter the value 1.

      This value specifies the digit start position.

    6. Save the variable A.
  4. On page 1 of the Variables for Vectors screen, perform the following steps for variable B:
    1. In the Description field, enter the description of the variable B as Adjunct Route Flag.

      This standard description makes maintenance and troubleshooting easier.

    2. In the Type field, enter the value collect.
    3. In the Scope field, enter the value P.

      The value P specifies the Persistent variable.

    4. In the Length field, enter the value 1.
    5. In the Start field, enter the value 1.

      This value specifies the digit start position.

    6. Save the variable B.
  5. On page 1 of the Variables for Vectors screen, perform the following steps for variable Q:
    1. In the Description field, enter the description of the variable Q as Oceana In Service.

      This standard description makes maintenance and troubleshooting easier.

    2. In the Type field, enter the value value.
    3. In the Scope field, enter the value G.

      The value G specifies a global variable.

    4. In the Length field, enter the value 1.
    5. In the Assignment field, enter the value 1.
    6. In the VAC field, enter the value of the vector variable for the in service check. For example, enter VV1.

      This value enables you to use a Feature Access Code (FAC) to change the variable assignment. For example, you can use a FAC to take Avaya Oceana® out of service for voice. For information about how to take Avaya Oceana® out of service for voice, see Maintaining and Troubleshooting Avaya Oceana®.

    7. Save the variable Q.
  6. Add any further variables as required for your solution. For example, add the variables as shown below.
  7. Save the settings.

Example