Hi DeepPurple
Sorry for the misleading phase....
"Never work in E1-R2 signal" means "I myself never work or have experience on E1-R2 signal in previous inbound/outbound call center implementation"
Some common trunk-side protocols are PRI T1/E1 and CO lines (with busy-tone detector).
Although I do not have experience using E1-R2, the protocol being around for years should work as long as voice path between PABX and PSTN is connected.
Call result classification mainly depends on what Call Progress Detection (CPD) device is being used.
Most PABXs/switches support multiple signal protocols to PSTN; it should be nothing to do with switch brand.
In the mentioned case, Avaya switch trunk group configuration sends "End-of-command" character # (pound) by default; the connected PSTN node (for some reasons that I don't know) cannot process the received digits chunk fast enough and aborts the call [b]WHEN MAKING OUTBOUND CALL VIA CTI[/b]. [u]Manual dial via hard-phone works as normal, however.[/u]
In one of previous implementations, inbound/outbound trunks were connected to two "clustered" PSTN nodes. Manual test calls showed that one of clustered nodes failed to process with "#" but the other was capable of receiving CTI-initiated outbound calls. (Instead of waiting forever for PSTN carrier to fix the issue, the "End-of-command" character was disabled in Avaya switch.)
It is [b][color=red]NOT [/color] [/b] sure how CPD device (e.g., Avaya classified board or Dialogic card) translates digital trunk signal from PSTN side to outbound application.
In PRI (Primary Rate Interface) T1 or E1, it follows Q.931 in which "cause code" indicates a list of call results.
In digital E1-R2, it follows Q.421; it is NOT sure if there is "cause code" equivalence as in Q.931 for T1/E1.
Advantage of digital trunks are to receive some call results immediately such as busy (by control data signal, not busy-tone pattern), congestion (by control data signal, not congestion tone) and unallocated number (not SIT).
No matter what PABX/switch is used, there are 3 possible configurations in Genesys.
1. PABX/switch built-in CPD device (e.g., Avaya classified board)
- Genesys CPD server is not required
- trunk-side digital control signal/reply (busy, unallocated, ...) can be passed to application
2. Line-side extension with third-party CPD device
- Genesys CPD server is required
- third-party CDP device such as Dialogic card
- analogue extensions or digitial extensions
*in digital extension such as T1/E1 (or even E1-R2 if supports!), analogue in-band signal is programmed in switch!
i.e., for T1, the 24th control channel is configured as voice channel; thus, 24 extensions per T1
- trunk-side digital control signal/reply CANNOT be passe to application
3. Genesys CPD server ASM configuration
(again, I never have experience in configuring this...yet!)
- in a server machine, two sets of digital trunks are required
- digital trunk group 1: connected to PSTN network, CPD capacity is required
- digital trunk gropu 2: connected to PABX/switch
- Genesys CPD server is required
- When an outbound is connected and classified as "Positive Voice Call",
the channel in trunk group 1 and one of channels in trunk group 2 will be bridged.
The connected call will be distributed to one of ready agents in the outobund campaign
- trunk-side digital control signal/reply (busy, unallocated, ...) can be passed to application
In short, the second line-side configuration provides the smallest call results set due to the lack of trunk-side call result information. For example, call results SIT-xxxx (xxxx = Vacant, Reorder, interrupt, ....) in Genesys campaign reports are also zero.
regards
