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DEFINITY ECS Release 8.2
Administrator’s Guide
555-233-506
Issue 1
April 2000
Managing multimedia calling
262Understanding the multimedia complex
9
them as a unit to a single agent. MMCH uses call association to route both calls to
the extension that answered the first call, regardless of how the call was routed
internally.
Two 56K/64K data calls with the same calling party number to the same
destination number are considered to be associated. The system makes every
attempt to route both calls of a 2-channel call to the same answering party. If the
first call terminates at a member of a hunt group, the second call does not have to
hunt, but goes directly to the same member. In order for 2B multimedia calls to be
correctly given to a single agent, incoming calls to the hunt group must have ANI
information. The ANI information may be in the form if ISDN calling party
number or DCS calling party number. Multimedia calls made on the same switch
as the hunt group are easily associated. If multimedia calls into a hunt group have
incorrect ANI information (i.e. all calls from switch X to switch Y include the
LDN for switch X), then as the volume of calls increases, the number of
mis-associated calls will increase. If multimedia calls into a hunt group have no
ANI information, the switch will never associate pairs of calls and all calls will be
treated independently and routed to separate agents. This is not a recommended
configuration.
Hunting with Multimedia vectors. Very often, calls are routed to hunt groups or
skills via a vector. The existing VDNs and vectors which exist for routing voice
calls can be used to route multimedia calls.
In order to use a vector for multimedia calls that will terminate to voice stations,
you must set the Multimedia field on the vector form to
y. This field has no effect
on voice calls routing through the vector. This field will cause multimedia calls
routed through the vector to receive early answer treatment prior to processing the
vector steps. This provides a talk path to the caller for announcements or
immediate conversation with an agent.
NOTE:
Vectors which have the Multimedia field set to y must eventually route to
hunt groups, skills or numbers which are voice extensions. A vector with the
multimedia field set to y should never be set up to route to a hunt group or
number which is a data extension.
When a vector is used to route video (56K/64K) calls to a hunt group comprised
of data extensions, the vector
must
have the multimedia field set to n.
Intercept Treatment. H.320 calls that receive intercept treatment are treated like
other data calls. H.320 calls cannot be directed to an attendant for service because
the attendant cannot have H.320 conversion service.