Cisco Cisco IP Contact Center Release 4.6.2 Technical References

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 ACD

 Configuration

 

 

The CMB administrator needs the Station IDs in order to configure the 
phantom.properties file and set up phantom phones. Record the information in 
the following table and share this information with the CMB administrator. 

 

  

  

  

  

The Return Destination automatically redirects a call from one VDN to 
another VDN for continuous call processing, after an agent disconnects the 
call.  

If the call flow involves two post-route VDNs, the call variables are preserved  
from the first route request to the second route request when call gets 
automatically redirected from a post-route VDN to another post-route VDN 
for continued call processing (after an agent disconnects from the call). (This 
is according to the return destination feature enabled on Avaya ACD.)  

If the call flow involves a first post-route VDN and then a non post-route 
VDN after return destination, the call variables are still preserved from the 
first call (post-route request) to the second call after return destination.  

After return destination, the last agent also has the call variables which were 
set in the first call prior to return destination. 

The Avaya PIM detects whether the return destination is configured on a 
VDN, by verifying the parameter string of that VDN in the Peripheral Monitor 
tab of the PG Explorer. PIM then sends a “NEW_TRASACTION_IND" to 
OPC, allowing the OPC to preserve the call variables in the second route 
select.  

The Return Destination can be configured on the Avaya Switch. The 
following example explains the configuration of this feature: 

1.  Click Tab 1 on the VECTOR DIRECTORY NUMBER screen and  set the 

following field: 

a.   Allow VDN Override: Set this field as “y”. 

Here, VDN 3606 is the return destination VDN.