Route Request
To initiate a post-route, the Avaya vector that is handling the incoming call must include an adjunct route request step with the correct ASAI/CTI extension specified.
A wait time is specified after the adjunct route request to allow for Unified ICM software to route the call. Although Unified ICM post-route destination decision is(virtually) instantaneous, a typical wait time of four to six seconds in the vector is appropriate. The wait time may require to be adjusted depending on anticipated call volumes.
Vector writers consider the state of the call, if Avaya cannot properly route the post-routed call, or if the CTI link is down. There can be a scenario, where the label (call destination) returned from the CallRouter is not valid. For example incorrect Trunk Access Code, extension destination is busied-out, Class of Restriction (COR) does not allow the call to complete. In this case, it is necessary for you to consider how you want the call to be handled.
Route Request Elements
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Calling number (CLID)
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Called number (typically the VDN)
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User-user information (32 bytes maximum, where the data type is (a) user defined or (b) ASCII)
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Last set of Avaya collected digits (CED) (if any)
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Digit collection timeout (seconds)
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Call priority level (values: not_used, not_in_queue, low, medium, high, top)
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Interflow type (that is, cause of interflow; values: all, threshold, vector)
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Time (time the routed call is to spend in the queue before interflow)
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DNIS chars (optional)
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Call ID
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·Trunk group number and trunk number (optional; mutually exclusive with calling number)
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UCID
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II - digits\Call Originator Information
Route Request Peripheral Variable Usage
If PIM is allowed Peripheral variable modification through Call Control Variable Map, the Route Request elements (such as CLID and Called Number) into Peripheral Variables. Unified ICM script writer can then use the information in the Peripheral Variables to create scripts that determine which destination best suits the caller's needs. All Peripheral Variable data types are ASCII.
The Call Control Variable Map field is available on the Peripheral Configuration window of the Configure ICM tool. This field controls the mapping of Route Request Elements to Peripheral Variables.
Call Control Variable Map
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Direct the PIM. The PIM can be directed on which call variables are accessed. For example, the following setting (made in the Call Control Variable Map field) allows the PIM to set call variable 1 and call variables 5 through 10. The call variables are set, while preserving the existing values of call variables 2 through 4 (which means that the PIM does not set call variables 2 through 4). This argument is from the perspective of the PIM.
/PIM=ynnnyyyyyy
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Direct the CTI portion of the PG. The CTI portion of the PG can be directed to allow the CTI Client to override any PIM Call Variable setting. For example, the following setting allows a CTI Client to set call variable 1 and call variables 5 through 10 while preserving the peripheral-determined values of call variables 2 through 4.
/CTI = ynnnyyyyyy
See also: For more details on Unified ICM CTI capabilities and interaction with the PG, see the ICM Software Enterprise CTI Interface Specification. The Route Select Peripheral Variable Map displays the Peripheral Variable numbers and the Route Request Elements which these numbers represent. It also displays the possible values contained in the Route Request Elements.
Table 1. Route Request Peripheral Variable Map Peripheral Variable
Route Request Element
Possible Values
1 CallPriorityLevel CP_UNUSED, CP_NOT_IN_QUEUE, CP_LOW, CP_MEDIUM, CP_HIGH, CP_TOP 2 InterflowType IT_UNUSED, IT_ALL, IT_THRESHOLD, IT_VECTOR 3 TimeInQBeforeInterflow ASCII char string (empty string if unused), units = Seconds 4 DNIS ASCII char string (empty string if unused) 5 User-User Information See Note 1. 6 CED Caller Entered Digits (empty string if unused) 7 II - digits \ UCID II - digits (ASCII form) (empty string if unused) Note In ECS PIM, Peripheral Variable 7 is set with II - digits. The TSAPI PIM is set with UCID. 8 Trunk Information Format (if provided by switch): TrunkGroup Number, Trunk Number, Trunk Direction 9 Calling Number If provided by switch (for example if on ISDN trunks or on-switch call) 10 VDN Vector Directory Number
Note |
The UUI is limited to ASCII characters (null-terminated ASCII character string). That is, any non-ASCII UUI data received are not stored in the Peripheral Variable. UUI data (ASCII and non-ASCII) is stored in the Termination call Detail table Unified ICM database. ICM Schema guide can be referred for more details. |