Treatments on Avaya

[victor]

Hi, guys,

I need some help with treatments on Avaya.
I am forced to use SelectDN, SuspendDN and RouteCall functions for our routing, meaning that I cannot use that elegant and easy to use Target block in IRD.

Since there is no Treatment option inside SelectDN or SuspendDN, I need to define treatment before SelectDN.
For years, we have been doing this like this:

1. define a vector in Avaya which goes something like this:
    issue adjunct to link
    play music for 600 seconds
    loop
    on error route to default
2. register treatment VDN as RP in CME and use Route command in IRD to send the call there before calling SelectDN

It works, and I was happy until a few weeks back, when client also asked us to play EWT before music. This is where things got complicated.

under 1 min announcement is playing on VDN 1, 1-3 min announcement is playing on VDN2, 3-5 announcement is playing on VDN3 and so on.

If I want to announce 0-1 min EWT and then play music, I need to:
1. Route call to VDN1
2. after VDN1 finishes, I would then need to route the call to music VDN and then do SelectDN+SuspendDN+RouteCall.

because we are calling EWT first and then music, we need to make sure that EWT is played till the end before Music kicks in, therefore, VDN script for EWT is like this:
1. issue adjunct
2. play ewt
3. send call back to routing point where strategy is running

in strategy, I would unconditionally route the call to EWT VDN, and once EWT finishes playing, I would get the call routed back to original Routing Point where strategy is running. URS recognizes that this is the same call, so it interprets it as treatment end and continues with the strategy execution. The next step is start playing music while SelectDN is looking for the agent.

The problem is that if agent becomes ready while we are playing EWT, we cannot route the call until call is returned from EWT VDN. So... I was thinking - how does everyone handle it? Or is it as simple as placing SelectDN BEFORE starting to play EWT?


We have VDN for 0-1 min EWT, another one for 1
are doing this by using Route command

[Seb Reeve]

Victor,

i was under the impression that once you had moved the call from the VDN that had the Adjunct route step you could not control the call (i.e. route it) until the call has moved into another adjunct route step on another (or the same) VDN.

I played with this stuff quite a few years ago with VTO and could not get this to work...

Seb

[victor]

Seb:

actually, it is kind of true, but URS is smart enough to distinguish a newly arrived call from the one that has been send to another VDN for treatment and now is coming back.

IVR Treatment object in IRD forces URS to send the call to another DN and then suspends the strategy for pre-defined period of time. If call returns back to the same VDN, URS recognizes this call as coming back from IVR treatment and resumes the strategy.

From PBX point of view, you have a call that arrived to VDN1 and handed off to CTI with an adjunct, then it is routed to another VDN where it is processed and then it is send back to VDN1 where once again it is handed over to CTI via adjunct. So, there is no problem. Plus it works on our site.

[Seb Reeve]

Cool - So - you would also use an Adjunct step on your treatment VDN?

...Otherwise calls on the treatment DN would not be routed if an agent becomes available?

Thanks!