Cisco Cisco IP Contact Center Release 4.6.1 Technical References
Route Request
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4.1. Route Request
To initiate a post-route, the Avaya vector that is handling the incoming call must
include an “adjunct route request” step with the correct ASAI/CTI extension
specified.
A “wait” time should be specified after the adjunct route request to allow for
Unified ICM software to route the call. Although Unified ICM post-route
destination decision is virtually instantaneous, a typical wait time of four to six
seconds in the vector is appropriate. The wait time may need to be adjusted
depending on anticipated call volumes.
include an “adjunct route request” step with the correct ASAI/CTI extension
specified.
A “wait” time should be specified after the adjunct route request to allow for
Unified ICM software to route the call. Although Unified ICM post-route
destination decision is virtually instantaneous, a typical wait time of four to six
seconds in the vector is appropriate. The wait time may need to be adjusted
depending on anticipated call volumes.
Vector writers should consider what should happen to the call if the Avaya
cannot properly route the post-routed call, or if the CTI link is down. For
example, if the label (call destination) returned from the CallRouter is not valid
(e.g., incorrect Trunk Access Code, extension destination is busied-out, Class of
Restriction (COR) does not allow the call to complete), you should consider
how you want the call handled.
cannot properly route the post-routed call, or if the CTI link is down. For
example, if the label (call destination) returned from the CallRouter is not valid
(e.g., incorrect Trunk Access Code, extension destination is busied-out, Class of
Restriction (COR) does not allow the call to complete), you should consider
how you want the call handled.
4.1.1. Route Request Elements
The Avaya sends a route request to the PG containing the following Route
Request Elements.
Request Elements.
Calling number (CLID)
Called number (typically the VDN)
User-user information (32 bytes maximum, where the data type is (a) user
defined or (b) ASCII)
defined or (b) ASCII)
Last set of Avaya collected digits (CED) (if any)
Digit collection timeout (seconds)
Call priority level (values: not_used, not_in_queue, low, medium, high,
top)
top)
Interflow type (that is., cause of interflow; values: all, threshold, vector)
Time (time the routed call is to spend in the queue before interflow)
DNIS chars (optional)
Call ID
Trunk group number and trunk number (optional; mutually exclusive with
calling number)
calling number)
II-digits
4.1.2. Route Request Peripheral Variable Usage
If the Route Request Peripheral Variable is allowed, the PG will map the Route
Request elements (such as CLID and Called Number) into Peripheral Variables.
Unified ICM script writer can then use the information in the Peripheral
Variables to create scripts that determine which destination best suits the caller’s
needs. All Peripheral Variable data types are ASCII.
Request elements (such as CLID and Called Number) into Peripheral Variables.
Unified ICM script writer can then use the information in the Peripheral
Variables to create scripts that determine which destination best suits the caller’s
needs. All Peripheral Variable data types are ASCII.