Agent Telephone Display: If collected digits are forwarded with an interflowed call, the forwarded digits are displayed on the answering agent’s telephone display (unless they’re overridden with newly collected digits).
Best Service Routing (BSR)/LAI : Restrictions and interactions that apply to LAI also apply to BSR status poll and interflow calls. See Avaya Call Center Call Vectoring and EAS Guide, or Look-Ahead Interflowon page 176 for more information.
BCMS : BCMS does not report accumulated in-VDN time. BCMS does not log LAI attempts and therefore will not log BSR status polls, which are treated as LAI attempts.
Call Vectoring: The following considerations apply to ALL vectors when BSR is enabled on your communication server.
Direct Department Calling: BSR will function when the considered splits use DDC call distribution. Once the best resource is determined, the actual call distribution will follow the split’s DDC setting regardless of the BSR Available Agent Strategy. DDC may not be used as a BSR Available Agent Strategy.
Call Vectoring considerations when BSR is enabled
route-to VDN If a call is routed to a new VDN, any best resource data defined by a series of consider steps in the previous VDN will be initialized
(cleared)
goto vector If a goto vector command is executed, any best resource data produced by a series of consider steps in the original VDN will remain with the call and can be used in the subsequent vector.
consider ● Do not use other commands within a series of consider steps, since these may delay the execution of the series.
● Skills used in consider commands must be vector controlled.
converse Collected digits forwarded with the call will be passed to VRU using the digits data passing type.
best (keyword The best keyword can be used in the following commands, but only with the conditionals listed:
● goto step or goto vector commands using the expected-wait or wait-improved conditionals
● check commands using the using the unconditional, expected-wait, or wait-improved conditionals
The best keyword can not be used as a replacement for split/skill in the following vector commands:
● converse-on split/skill
● messaging split/skill
Best Service Routing
Distributed Networking using QSIG Manufacturers Specific Information (MSI) : BSR will not function with systems from other vendors (unless that vendor develops a corresponding capability that works with the Avaya communication server).
Expert Agent Selection: EAS is required to use the EAD-MIA or EAD-LOA Available Agent Strategy. EAS VDN skills (1st, 2nd, 3rd) can be used in consider skill commands.
Facility Restriction Levels: The FRL applies to status poll and interflow calls in the same way it works with the route-to number command.
ISDN: Best Service Routing and globally supported information transport are fully functional over ISDN PRI or ISDN BRI trunking facilities.
Note:
Note: Asynchronous Transfer Mode (ATM) trunking and IP trunking can be set up to
emulate ISDN PRI. For information on setting this up, see Administration for Network Connectivity for Avaya Communication Manager, and ATM Installation, Upgrades and Administration using Avaya Communication Manager.
Location Preference Distribution: Local Preference Distribution is used to select an available agent within the call center during consider and queue-to best step operations. Local Preference Distribution is not used across system sites. In this case, there is no notion of a multi-site network region.
Look Ahead Routing (LAR) - BSR incompatibility: Look Ahead Routing (LAR) and BSR are incompatible. If a trunk is not available at the site being polled, an alternative route (as a secondary route using an ARS pattern) can be used to poll, assuming there is a secondary route available that supports transporting shared UUI in the DISconnect message. This does not use LAR. If no route is available for polling when a consider location step is executed, then BSR processing handles the situation and after a period of 30 seconds, subsequent calls will try to poll that location again.
The use of alternative routes for polling only works if there are alterative routes for the interflow path, regardless of whether LAR or BSR is in use.
Multi-Split/Skill Queuing : A call may be queued up to three times by queue-to or check commands in the same vector. One vector may therefore contain up to three series of consider steps. Each series must be followed by a queue-to best step. Each consider series will select the best remote resource from the options you specify and queue the call to that resource.
BSR can only queue simultaneously on the origin communication server. BSR gives up control of a call once it queues the call at a remote resource.
Network Access : BSR operates over public, private, or virtual private (for example, SDN) ISDN-BRI and -PRI networks that meet the criteria explained in Network requirements for BSRon page 105. Best Service Routing requires that the network support transport of user-to-user data using MSI or UUI as a codeset 0 Information Element. The numbers administered on the BSR Application Plan form are expected to access VDNs using ISDN trunks.
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Administration or call processing will not prevent access to other types of routing numbers, but BSR is only intended to support the types of applications described in this section. Attempts to use the BSR feature for any other purposes may not work.
Operating Support System Interface (OSSI) : The new administration commands, conditionals, keywords and forms are available using OSSI.
Path replacement for QSIG/DCS ISDN calls: For calls that are waiting in queue or in vector processing, even if the call is not connected to an answering user, path replacement can be attempted to find a more optimal path for this call. This results in more efficient use of the trunk facilities.
The QSIG ISDN or DCS ISDN trunk path-replacement operation can be triggered for ACD calls by the Look-Ahead Interflow route-to number vector step, BSR queue-to best vector step, and the Adjunct Routing vector steps.
The ability to track a measured ACD call after a path replacement has taken place is available for CMS versions r3v9ai.o or later. Starting with the r3v12ba.x release, CMS reports a path replacement as a rename operation rather than a path replacement. The rename operation properly reports scenarios where a path replacement takes place from a measured to an unmeasured trunk facility. Avaya recommends that you upgrade CMS to r3v12a.x or later and administer all trunks associated with path replacement as measured by CMS to ensure better CMS tracking of path-replaced calls.
Note:
Note: Path replacement is not supported for BSR Local Treatment calls. Both ends of
the connection must be answered for path replacement to work. When BSR local treatment is enabled, the local VDN has answered, but the remote VDN where the call is queued has not answered. Therefore, path replacement can not occur when a call is queued remotely by local treatment VDNs.
For more information on path replacement, see Avaya Call Center Call Vectoring and EAS Guide.
QSIG : LAI, BSR, and information forwarding function over QSIG trunk facilities if the remote locations are Avaya communication servers.
Redirection on No Answer (RONA) : Calls redirected to a VDN by RONA can be
subsequently processed by BSR or LAI applications. When the RONA feature redirects a call to a VDN, any best resource data defined in a previous vector will be initialized (cleared).
SLM: The following interactions occur between BSR and SLM:
● The SLM algorithm applies only within a particular call center location, not across locations in a multi-site configuration
● Assignment of reserve agents applies only to skills within a local site.
● SLM always selects the agent for an SLM skill at the remote site. BSR uses SLM to determine the best available agent and when to route the call to that skill.
Best Service Routing
● The best skill selected at a particular site or across sites when due to multiple consider steps is based on an existing BSR operation. In other words, the shortest adjusted EWT or skill as defined by the available agent strategy.
● The selection of the agent, and delivery of the call in the best-chosen skill, is based on what is assigned to the skill.
● BSR does not override the skill distribution algorithms and pick a reserve agent unless the skill distribution algorithm selects that agent due to the current conditions at that site.
Service Observing: You can observe a call in BSR or LAI processing as long as the call is still connected through the local communication server. All current restrictions on Service Observing still apply.
Transfer: If a call is transferred to a VDN, any best resource data defined in previous vector processing will be initialized (cleared). Transferred calls do not forward any of the information that is forwarded with interflows (previously collected digits, In-VDN time, etc.).
Trunk Access Code (TAC): Use of routing numbers (status poll or interflow) that utilize TACs is not recommended since the required in-band outpulsing slows the setup operation significantly.
VDN Override: VDN Override applies to the BSR Application Number and the Available Agent Strategy option assigned on the VDN form. It also applies to the VDN name forwarded using Information Forwarding. When a consider step is executed, the application number and available agent strategy assigned to the active VDN for the call will be used.
VDN Return Destination : The best resource data for a call is initialized when the call first leaves vector processing and therefore will not be available should the call return to vector processing.
VuStats: No enhancements have been added for BSR.
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