Avaya S8000

Published: 2015-05-21
Last revised: 2014-09
Product version: 8.2.460

Contents
Avaya components............................................................................................3
Media scenario with Avaya components............................................................................3
Avaya trunks.......................................................................................................................4

Campaign scenarios..........................................................................................7
Agent campaigns with Avaya extensions...........................................................................7
Agent campaigns with Avaya skills.....................................................................................8
Routing campaigns with Avaya...........................................................................................8
IVR campaigns with Altitude Communication Server.........................................................9

Avaya switch devices......................................................................................11

How power dial with call classification works...................................................................11
How agents work with Avaya skills...................................................................................12
How predictive works with Avaya skills.............................................................................12
How predictive works with Altitude Call Classifier............................................................12
IVR script operations on Communication Server.............................................................13
Routing script operations on Avaya..................................................................................13

How to configure Avaya S8000.......................................................................15

How to configure Avaya S8000 without skills...................................................................15
How to configure Avaya S8000 with skills........................................................................16
Configure routing information for scripts..........................................................................17

How to configure campaigns for Avaya.........................................................18

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Avaya components
An integration of Altitude uCI with Avaya S8000 has the following additional components:
Avaya phone
Cisco IP phone, one for each agent desktop.
Altitude Telephony Gateway for Avaya Communication Manager (TSAPI)
Windows process included with Assisted Server or Remote Gateway Server. The telephony
gateway connects to a TSAPI server on Avaya Computer Telephony, which uses proprietary
protocols to connect to the Avaya switch. The Avaya Computer Telephony runs on a Windows
computer. In the event of a problem with the primary TSAPI server, the telephony gateway can
automatically connect to a secondary TSAPI server. The TSAPI telephony gateway can pass
the not ready reasons to the Avaya switch.

Media scenario with Avaya components

In the media scenario with a Avaya telephony switch, the Altitude media components are used as follows:
1. Customers interact with the contact center through calls, emails, and instant messaging, using a phone
or a computer.
2. Agent computers run a supported desktop application and have a Avaya phone configured as an
extension in the Avaya telephony switch.
3. Core servers run the core components and the Altitude gateways.
4. The Communication Server uses a SIP trunk to connect to the Avaya switch. The Communication
Server provides IVR extensions and improved machine detection for outbound calls placed using
Dialogic SR/HMP. Automated Agents runs scripts as follows:

IVR scripts for IVR extensions in Communication Server.

Routing scripts for intelligent routing of emails, instant messaging, and automated workflow tasks.

5. The Avaya telephony switch provides telephony extension functionality for the agent phones.

2
1

Desktop
Avaya phone

Gateways

Communication Server
Dialogic SR/HMP

Gateway for Avaya

Automated Agents

Core components

Avaya S8000

Automated Agents Monitor

ASR/TTS
Dialogic board

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Avaya trunks
In the media scenario with an Avaya telephony switch, the switches and gateways are connected as
follows:
PSTN
The Avaya switch connects to the PSTN, usually through ISDN or SIP trunks.
SIP/QSIG
The Avaya switch connects to the Altitude Communication Server through a SIP or QSIG trunk.
SIP REFER and QSIG path replacement frees the two trunk lines occupied when the Altitude
Communication Server transfers calls to the Avaya switch.
MRCPv2
The Altitude Communication Server connects to a third-party provider of automatic speech
recognition (ASR) or text-to-speech (TTS) services using the Media Resource Control Protocol
version 2 (MRCPv2).
CTI
The Altitude Telephony Gateway for Avaya connects to the Avaya S8000 switch through TSAPI.
For predictive dialing, the gateway can connect to Altitude Communication Server.
CTI (IVR)
For IVR functionality, the Altitude Telephony Gateway for Communication Server connects to
Communication Server through CSTA.

PSTN

CTI
SIP/QSIG

CTI(IVR)
Assisted Server

Avaya S8000

MRCPv2
Communication
Server

ASR/TTS

Trunks for multi-switch agent campaigns

A single Assisted Server can integrate multi-vendor telephony switches, including Avaya switches.
Multi-switch contact centers can do the following:

Agents can transfer calls with data between telephony switches.

Agents with extensions in different switches can work in the same campaign, with some restrictions.
IVR campaigns can enqueue calls into agent campaigns with extensions in both switches.

For multi-switch agent campaigns, contact centers are connected as follows:

Proprietary link
A proprietary link connects two Avaya S8000 switches. The Assisted Server can transfer calls
with data between the two Avaya S8000 switches, using the physical transfer method.

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QSIG
A QSIG trunk connects the Avaya S8000 switch to a remote switch from another vendor. The
Assisted Server can transfer calls with data between the two switches, using the logical transfer
method.
CTI
A single Assisted Server runs telephony gateways for the Avaya S8000 switch and the remote
switch.

PSTN

CTI
SIP/QSIG
Avaya S8000
QSIG/PROP

CTI(IVR)
Communication
Server
CTI

PSTN

Assisted
Server
Switch
(remote)

Trunks for transferring calls between Assisted Servers

Two Assisted Servers can exchange data associated with calls, when both contact centers use Avaya
switches. Agents can do the following:

Extend calls to an extension in another Avaya S8000 switch.

Transfer calls to devices in another Avaya S8000 switch.

CTI
Each Avaya S8000
switch is connected
to a different
Assisted Server,
running its own telephony gateway.

Customer Service

Avaya S8000

CTI
Avaya S8000

Assisted Server

Prop

Data

PSTN

Proprietary link
A proprietary link
connects two Avaya
S8000 switches.The
Assisted Server can
transfer calls with
data between the
two Avaya S8000
switches, using the
physical transfer
method.

PSTN

To transfer calls between

Assisted Servers, contact
centers are connected as
follows:

CTI
Avaya S8000
(remote)

Assisted Server

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Data
A data connection enables the two Assisted Servers to exchange additional data when calls are
transferred between the two telephony Avaya S8000 switches.

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Campaign scenarios

Agent campaigns with Avaya extensions

The scenario has agents with Avaya extensions.
The scenario supports agent campaigns handling the following combination of interactions:
Outbound calls placed from agent extensions, including
power dial.
Outbound calls in power dial with call classification,
placed from an Avaya VDN.
Predictive calls placed from call classifier devices in
Altitude Communication Server.
Inbound calls queued at an Avaya VDN and distributed
to agent extensiobs by Altitude default routing. The
telephony gateway uses the Avaya VDN to determine
the campaign of inbound calls.
Inbound emails and inbound instant messaging.

Preview interactions and agent workflow tasks.

Calls enqueued by IVR or routing campaigns. Instant
messaging enqueued by routing campaigns.
Transfer emails and instant messaging to other
campaigns.
Transfer calls to internal devices or to external
numbers.

Requirements
The scenario requires the following media components:

Avaya S8000 telephony switch

Avaya phones for agent desktops
Avaya Application Enablement Services
Altitude telephony gateway for Avaya S8000.

Predictive dial with Altitude Communication Server requires additional components and trunks:

Customer Service

Altitude Communication Server

For Dialogic classification, Dialogic SR/HMP
SIP trunk between the Avaya S8000 and Altitude Communication Server.

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Agent campaigns with Avaya skills

The scenario has agents with Avaya extensions and Avaya skills.
The scenario supports agent campaigns handling the following combination of interactions:
Outbound calls placed from agent extensions, including
power dial.
Predictive calls placed from an Avaya VDN.
Predictive calls placed from call classifier devices in
Altitude Communication Server.
Inbound calls queued at an Avaya VDN and distributed
to agent extensions by an Avaya skill. The telephony
gateway uses the Avaya VDN to determine the
campaign of inbound calls.
Inbound emails and inbound instant messaging.

Preview interactions and agent workflow tasks.

Calls enqueued by IVR or routing campaigns. Instant
messaging enqueued by routing campaigns.
Transfer emails and instant messaging to other
campaigns.
Transfer calls to internal devices or to external
numbers.

Requirements
The scenario requires the following media components:

Avaya S8000 telephony switch

Avaya phones for agent desktops
Avaya Application Enablement Services
Altitude telephony gateway for Avaya S8000.

Predictive dial with Altitude Communication Server requires additional components and trunks:

Altitude Communication Server

For Dialogic classification, Dialogic SR/HMP
SIP trunk between the Avaya S8000 and Altitude Communication Server.

Routing campaigns with Avaya

The scenario has Automated Agents with Avaya to route calls, emails, and instant messaging.
The scenario supports routing campaigns handling the following combination of interactions:

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Inbound calls queued at an Avaya VDN. The telephony

gateway uses the Avaya VDN to determine the
campaign of inbound calls.
Inbound emails and inbound instant messaging.

Automated workflow tasks.

Enqueue calls to agent campaigns with extensions in
the same telephony gateway. An enqueued call remains
at the Avaya VDN until the gateway delivers the call to
an agent extension. The Avaya VDN must be
configured as a queued routing point. Calls delivered
to busy extensions are lost, unless a suitable coverage
path routes busy calls to a fallback destination.
Enqueue instant messaging to agent campaigns.
Transfer emails and instant messaging to other
campaigns.
Divert calls to internal devices or to external numbers.

If the CTI link fails, the adjunct application will not answer the route request.
Requirements
The scenario requires the following media components:

Avaya S8000 telephony switch

Altitude Automated Agents
Routing script
Avaya Application Enablement Services
Altitude telephony gateway for Avaya S8000.

IVR campaigns with Altitude Communication Server

The scenario has a SIP trunk to Altitude Communication Server that provides inbound and outbound IVR
extensions.
The scenario supports IVR campaigns handling the following combination of interactions:

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Outbound calls in power dial placed from IVR

extensions. Optionally, Dialogic SR/HMP can detect
machines.
Inbound calls queued and distributed to IVR extensions
by the hunt group of the Communication Server. The
telephony gateway uses the DNIS or DID to determine
the campaign of inbound calls.
Enqueue calls to agent campaigns. An enqueued call
remains at the IVR extension until the gateway delivers
the call to an agent extension.
Transfer calls to internal devices or to external
numbers.

Requirements
The scenario requires the following media components and trunks:

10

Altitude Communication Server

Altitude Automated Agents
IVR script
SIP trunk between the Avaya S8000 and Altitude Communication Server
Altitude telephony gateway for Communication Server
For machine detection in IVR power dial calls, Dialogic SR/HMP.

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Avaya switch devices

Altitude uCI uses the following switch devices on an Avaya switch:
Agent extensions
Used to make outbound calls and to receive inbound calls. Agent extensions have the following
additional features and limitations:

Play DTMF is supported.

VDNs
Used to route inbound calls, to place predictive calls, and as routing points. Vector directory
numbers run a vector for each call.
Vectors
A sequence of steps that routes calls to skills, or requests a routing decision from a server
application. A routing point is a VDN with a vector that runs the command adjunct routing
link with an ASAI extension that defines the server application that will receive the route request.
Skills
Used to queue and distribute inbound calls to agents with an Avaya agent ID that have the skill.
Skills queue calls when all agents or IVR extensions are busy, and uSupervisor displays the
number of waiting calls. For fallback of IVR extensions, the parameters Redirect on no answer
(rings) and Redirect to VDN can forward ringing calls to the fallback VDN. This means that if
the IVR is not working, ringing calls will be forwarded to a fallback VDN. For example, redirect
an IVR call after 10 rings to the VDN 190.
Coverage paths
Enqueued calls delivered to busy agent extensions are lost, unless a suitable coverage path
routes busy calls to a fallback destination, such as voicemail, a hunt group, or a basic skill. The
coverage criteria should be as follows:

Match Busy calls

Do not match Don't Answer calls
Do not match All calls.

How power dial with call classification works

The telephony gateway makes a power dial call with call classification as follows:
1. The telephony gateway reserves an agent and places a call from the VDN. If the agent extension
receives another call, the telephony gateway diverts the alerting call to a VDN configured to play the
busy tone.
2. The Avaya switch places the call and filters no answer, busy, and invalid number calls. Optionally,
with call classification hardware, the telephony switch can filter modems, fax, and answering machines.
However, the Avaya call classifier cannot distinguish a fax from an answering machine.
3. If the call is not connected to the customer, the telephony gateway hangs up the call.
4. If the call is connected to a contact, the telephony gateway instructs the Avaya VDN to transfer the
call to the extension of the reserved agent.
5. If the delivery fails, the Avaya switch forwards the call as configured on the Avaya coverage path for
the extension.

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How agents work with Avaya skills

Skills in the Avaya switches have the following characteristics:
Agent login to skills
Agents have one or more skills, but can only become ready and not ready in all skills. With the
TSAPI CTI link, the reason codes are passed to the switch. The skill selects the agent in
accordance with the group type. For example, the group type eas-loa selects the least occupied
agent.
Queuing
Skills queue calls when all agents or IVR extensions are busy, and uSupervisor displays the
number of waiting calls.
Wrap-up
Skills respect the wrap-up of inbound calls and predictive calls, but not the wrap-up of power
dial calls. The telephony gateway simulates the wrap-up of outbound calls by putting the agent
in after-call-work (ACW). Different campaigns can have different wrap-up timeouts.
Blending
Skills correctly blend all inbound calls, power dial calls, and predictive calls.
Agent reservation
The telephony gateway can reserve agents in skills by automatically placing the agents in
after-call-work (ACW) as needed. Reserved agents can handle preview calls, emails, web
collaborations, and calls distributed by the universal queue of the Assisted Server.

How predictive works with Avaya skills

The telephony gateway makes a predictive call as follows:
1. The telephony gateway asks the Avaya switch to place a call from a VDN.
2. The Avaya switch places the call and filters no answer, busy, and invalid number calls. Optionally,
with call classification hardware, the telephony switch can filter modems, fax, and answering machines.
However, the Avaya call classifier cannot distinguish a fax from an answering machine.
3. If the call is connected to the customer, the VDN runs a vector that routes the call to a skill of agents.
4. If no agents are available, the telephony gateway hangs up the call if the campaign has no retention,
or after the retention timeout if the campaign has retention.
5. The skill delivers the call to the extension of an idle agent.

How predictive works with Altitude Call Classifier

The telephony gateway must be able to dial the same number as a power dial call (on the third-party
switch) and as a predictive call (on the Altitude Communication Server). Therefore, ensure that the Altitude
Communication Server and the switch use the same rules to route outbound calls to trunks. For example,
if the switch dials 0 + number for an external call, the Altitude Communication Server must also be able
to dial 0 + number for an external call.
The telephony gateway makes a predictive call as follows:
1. The telephony gateway asks the Altitude Communication Server to place a call from the configured
call classification device.

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2. The Altitude Communication Server places the call and filters no answer, busy, and invalid numbers.
With Dialogic drivers, the Altitude Communication Server also filters modems, fax machines, and
special information tones (SITs). With further configuration, the Dialogic drivers can also filter answering
machines.
3. If the call is not connected to the customer, the telephony gateway hangs up the call.
4. If the campaign has retention, the gateway waits until the Retention timeout for an agent to become
available.
5. If an agent is available, the telephony gateway asks the Altitude Communication Server to transfer
the call to an available agent extension by dialing the Transfer dialing prefix followed by the extension
number. The call leaves the call classifier.
6. If no agent is available and the campaign parameter Play message on nuisance is configured, the
telephony gateway asks the Altitude Communication Server to play the message, then waits for the
duration of Silence after message. If opt-out is active, the gateway also asks the Altitude
Communication Server to detect the opt-out digit. If the Communication Server detects the opt-out
digit, the Assisted Server inserts the customer number in the Do Not Call List (DNCL).
7. The telephony gateway disconnects the call.
The Altitude Communication Server classifies calls within a configured maximum classification time,
usually a few seconds. While the Communication Server is classifying the call, contacts talk without an
agent on the line.The Altitude Communication Server may inaccurately classify some contacts as answering
machines and hang up the call.
While longer classification times typically result in better classification accuracy, country-specific legislation
and regulations may require limited classification times and therefore limit the accuracy of the classification.
For example, a maximum classification time of 1 second severely limits the ability to detect answering
machines.

IVR script operations on Communication Server

IVR scripts can perform the following media operations:

Play recordings.
Detect digits.
Record a voice message from the customer.
Hang up the call.
Enqueue the call into an agent campaign, or to a multi-switch agent campaign.
Blind transfer the call to a directory number.
Extend and then transfer the call to an agent extension.
For power dial calls with classification, receive a generic event with the outcome of the machine
detection performed by Dialogic SR/HMP.
Play text converted to speech, using the functionality of a third-party product.
Recognize speech, using the functionality of a third-party product.

If the CTI link fails during a call, IVR scripts can react as follows:

Blind transfer the call to a fallback directory number, using the operation manual blind transfer.
Hang up the call.

Routing script operations on Avaya

Routing scripts can perform the following media operations:

Customer Service

Enqueue the call into an agent campaign (requires a VDN configured as queued routing point).

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Divert the call to an Avaya directory number, typically an Avaya VDN.

Hang up the call.

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How to configure Avaya S8000

Configure the Avaya S8000 devices and trunks that integrate with Altitude.
Before installing the TSAPI server, ensure that the Avaya parameter Copy ASAI UUI During
Conference/Transfer? is set to n.
1. Install the TSAPI server.
The Altitude telephony gateway connects to the Avaya switch through the TSAPI server.
2. Configure the TSAPI connection to the Avaya switch.
In the Windows directory (for example, C:\WINNT) of the telephony gateway computer, create the text
file Tslib.ini with the host name or IP address and the port number of the TSAPI servers separated
by an equal sign (=), as shown below. The default port number is 450.
[telephony servers]
10.4.0.12=450
10.7.0.12=450

3. Configure Avaya phones.

The Altitude telephony gateway uses the directory numbers of the phones as Agent extensions.
4. Configure trunks between Avaya switches.
For multi-switch configurations, connect the Avaya telephony switches with proprietary trunks.
The Altitude telephony gateways use the trunk prefixes to configure Multi-site access rules.
After configuring Avaya phones, configure Avaya devices with or without skills.

How to configure Avaya S8000 without skills

Configure the Avaya S8000 devices and trunks that integrate with Altitude.
1. Configure VDNs and vectors for inbound.
For each inbound routing campaign or agent campaign, configure a separate VDN and vector. The
Avaya vectors run the command adjunct routing link. For fallback, the vector can route calls to
a fallback VDN after a timeout.
The telephony gateway uses the VDNs as queued Routing points and DNIS.
2. Configure a coverage path.
For inbound, configure a coverage path for extensions and a suitable fallback destination, such as
voicemail, hunting group, or a basic skill.
3. Configure VDNs and vectors for call classification.
For each campaign placing power dial calls with call classification, configure a separate VDN and
vector. The Avaya vectors run the command adjunct routing link.
The telephony gateway uses the VDNs as Power dial classification device.
4. Configure a busy signal.
For power dial with call classification, configure a single VDN and vector that provides a busy signal
before hanging up.
The telephony gateway uses the VDN as Busy VDN number.
5. Configure a SIP trunk to Altitude Communication Server.
Route inbound IVR calls through the SIP trunk, and route predictive calls to the public network.

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Sample vector for a queued routing point

CALL VECTOR
Number: 4
Multimedia? n

Name: Adjunct Test

Attendant Vectoring? n

Basic? y

EAS? y

G3V4 Enhanced? y

Prompting? y

LAI? y

G3V4 Adv Route? y

Variables? y

3.0 Enhanced? y

01 adjunct
02 wait-time
03 stop

Meet-me Conf? n

Lock? n

ANI/II-Digits? y

ASAI Routing? y

CINFO? y

BSR? y

Holidays? y

routing link 1
15 mins hearing music

After configuring Avaya devices and trunks, use uSupervisor to configure a telephony gateway for the
telephony switch.

How to configure Avaya S8000 with skills

Configure the Avaya S8000 devices and trunks that integrate with Altitude.
1. Configure Avaya skills.
Configure an Avaya skill for each inbound campaign.
The telephony gateway uses the directory number of the skill as Mapping group to select the inbound
campaign.
2. Configure agent IDs.
Configure an Avaya agent ID for each agent, and assign the skill to the agent IDs.
The telephony gateway uses the Avaya agent IDs as Switch agent ID.
3. Configure VDNs and vectors for inbound.
For each inbound routing campaign or agent campaign, configure a separate VDN and vector. The
Avaya vectors run the command queue to skill to route calls to the skill.
The telephony gateway uses the VDNs as DNIS and Monitored devices.
4. Configure VDNs and vectors for predictive.
For each campaign placing predictive dial calls, configure a separate VDN and vector. The Avaya
vectors run the command queue to skill to route calls to the skill.
The telephony gateway uses the VDNs as Predictive dialing VDN/split.
5. Configure VDNs and vectors for routing.
For each routing campaign, configure a separate VDN and vector.The Avaya vectors run the command
adjunct routing link. For fallback, the vector can route calls to a fallback VDN after a timeout.
The telephony gateway uses the VDNs as host-controlled Routing points and DNIS.
6. Configure a SIP trunk to Altitude Communication Server.
Route inbound IVR calls through the SIP trunk.
After configuring Avaya phones, configure Avaya devices and trunks, use uSupervisor to configure a
telephony gateway for the telephony switch.

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Configure routing information for scripts

By default, the Assisted Server passes the original distribution device to IVR or agent scripts handling an
inbound call. In the Scripting Language, for example, the information is available in the built-in attribute
@phone_info.acd. The Assisted Server variable SESSION_EVENT_ACD_FIELD can select alternative
behaviors. The variable can have the following values:
ODD

Default value. The script receives the original distributing device. For example, 7205060.
ACD

The script receives the ACD group. For example, 190.

ACD+ODD

The script receives both fields, separated by a pipe (|) character. For example, 190|7205060.
To set the variable, edit the configuration file easy_init.config (if the Assisted Server runs the telephony
gateway) or gw_init.config (if Remote Gateway Server runs the telephony gateway).

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How to configure campaigns for Avaya

Configuration tables summarize the configurations specific to Avaya Communications Manager TSAPI
for the supported campaign scenarios.
Extensions
Agent campaigns with Avaya extensions.
Skills
Agent campaigns with Avaya skills.
Routing
Routing campaigns with Avaya.
To configure Altitude uCI for the supported campaign scenarios, use the following table to collect the
required configuration data from the Avaya switch.
Avaya configuration

Extensions

Skills

Routing

Optional

Required

Required

Required

For inbound

Required

Required

Predictive VDN number

For power dial with call

classification

For predictive

Busy VDN number

For power dial with call

classification

Transfer ANI prefix

For predictive

For predictive

Not ready reason codes

Extension numbers
Agent IDs
VDN number

Contact center
On uSupervisor Web, in People, configure not ready reasons to pass to the Alcatel switch as follows.
Not ready reasons
Switch ID

Extensions

Skills

Routing

Ignored

Avaya not ready reason

code

Avaya telephony gateway

On the Avaya telephony gateway, configure the following:

Agent and IVR extensions.

Routing points, for routing campaigns and for default routing.
Call classifiers, for predictive dial with Altitude Communication Server.

The Avaya telephony gateway does not use virtual extensions.

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Operational profile

Extensions

Skills

Routing

Busy VDN number

Extensions

Skills

Routing

From, To

Avaya extension
numbers

Avaya extension
numbers

Extension type

Analog or digital

Analog or digital

Use ACD login

Disable

Enable

Routing points

Extensions

Skills

Routing

Avaya VDN number

Avaya VDN number

Type

Queued

Queued or host
controlled

Synchronize voice data

Disable

Disable

Extensions

Skills

Routing

TCP/IP address of
Altitude Comm. Server

TCP/IP address of
Altitude Comm. Server

Call classifier device

number

Call classifier device

number

Busy tone device (for power dial with

call classification)
Agent extensions

From, To

Call classifiers
Address
Device
Dialing prefix

ANI prefix

Comm. Server prefix of Comm. Server prefix of

outbound rule for agent outbound rule for agent
delivery
delivery
Avaya ANI prefix

Avaya ANI prefix

Agents
Configure Altitude uCI agents to work on agent campaigns and IVR campaigns as follows.
Parameter
Default extension
Switch agent ID

Extensions

Skills

Routing

Optional

Optional

Blank

Avaya agent ID

Campaign configuration
Configure a campaign that uses an Avaya telephony gateway for outbound calls using the following
parameters:

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Parameter

Description

Notes

Configuration panel

No answer
timeout

Maximum time for calls to

ring at contact phones.

For power dial, the time starts counting

uSupervisor, tab
after the positive reply to the event
Configuration, current
MakeCall(TSAPI). If a timeout occurs, context Campaigns, select
the telephony gateway registers an event a campaign, details group
Business Rules, panel
FailedNoAnswer in the link debug file.
For predictive dial, the time starts counting Interaction Distribution >
Timeouts.
after the positive reply to the event
MakePredictiveCall(TSAPI). If a
timeout occurs, the telephony gateway
registers an event FailedNoAnswer in
the link debug file.

No-answer
number of
rings

The maximum number of

times that calls ring at
contact phones.

For predictive dialing, the telephony

uSupervisor, tab
gateway sends the maximum number of
Configuration, current
rings as private data in the request
context Campaigns, select
MakePredictiveCall(TSAPI). If the a campaign, details group
Business Rules, panel
maximum number of rings occurs, Avaya
Automatic Outbound >
hangs up the call, and sends a
Properties.
CallCleared event with cause
NotAnswered to the telephony gateway.
The telephony gateway registers an event
FailedNoAnswer in the link debug file.

Campaign telephony gateways

Configure an Avaya campaign telephony gateway for each campaign that handles calls on the Avaya
switch.
Properties

Extensions

Skills

Routing

Disable

Enable

Disable

Split group (Integration with ACD)

Blank

Blank

Predictive dialing VDN/split

(Integration with ACD)

Blank

Avaya predictive VDN

number

Blank

Extensions

Skills

Routing

Avaya VDN number

Avaya VDN number

Avaya VDN number

Mapping group (for inbound)

Blank

(a)

Blank

Monitored devices

Empty

Avaya VDN number

Empty

Extensions

Skills

Routing

Avaya Predictive VDN

number

Switch agent state control

Inbound
DNIS (for inbound)

Outbound
Power dial classification device (for
power dial with call classification)

(a) If the skill selects the campaign, enter the directory number of the skill.
Strategy center skill profiles
Configure the interaction skill profiles of the campaigns using strategy center skill profiles as follows.

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Skill profile list

Extensions

Skills

Routing

Login group

Blank

Native predictive device

Blank

Avaya predictive VDN

number

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Index
A

Address 19
ANI prefix 19

Native predictive device 21

No answer timeout 20
No-answer number of rings 20

B
Busy tone device 19

P
Power dial classification device 20
Predictive dialing VDN/split 20

D
Default extension 19
Device 19
Dialing prefix 19
DNIS 20

S
Split group 20
Switch agent ID 19
Switch agent state control 20
Switch ID 18
Synchronize voice data 19

Extension type 19

T
L

Type 19

Login group 21

U
M

Use ACD login 19

Mapping group 20
Monitored devices list 20

22

2015-05-21

Avaya S8000

Customer Service