Cisco Cisco IP Contact Center Release 4.6.2 Technical References
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ACD
Configuration
Figure 9: Creating Call Vector
2. Complete the Call Vector screens 1 through 3. Instructions for completing
these screens are provided in the Avaya documentation.
If you are using both predictive and phantom CTI strategies, create a separate
vector for each strategy.
vector for each strategy.
Note:
When creating vectors for phantom lines, avoid using prompts or
announcements. The caller is not actually on the call when the phantom line
calls the vector.
announcements. The caller is not actually on the call when the phantom line
calls the vector.
Example of a Vector for a Phantom Call
Following is an example of a phantom call vector. No announcements are
played. If no agents are available, the vector disconnects the phone call. CMB
then serves an error page informing the caller that no agents are available.
played. If no agents are available, the vector disconnects the phone call. CMB
then serves an error page informing the caller that no agents are available.
Figure 10: Example: Phantom Call