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.
