Terminology / Configuration mapping:
| ICM | Avaya ACD |
| Agent | Agent |
| Skill Group | Hunt Group |
| Extension/Phone | Station |
| Service peripheral Number | Vector Directory Number (VDN) Extension |
| Skill Group Peripheral Number | Skill Group Number |
| Skill Group Extension | Skill Group Extension |
| Subgroups | Skill Group and Skill Levels |
| Trunk Group Peripheral Number. | Trunk Group Number |
| Trunk Group Extension | Trunk Group Access Code (TAC) |
Questions & Answers:
1) Can we use 2 different links for monitoring and post route ?
Yes. We can use.
If you are configuring two ASAI links, make sure that both options "Monitor ASAI links" and "Post Route ASAI links" are not checked for both ASAI links. If you are using a single link, select both checkboxes ("Monitor ASAI links" and "Post Route ASAI links). If two links are required, select one link for "Monitor ASAI links" and select one link for "Post Route ASAI links." Selecting both options for both links causes duplicates events, which can lead to further issues as the report of normal calls is treated as abandoned.
2) How to configure NotReady reason code?
Check the below registry and set to 1.
3) What is auto config and what is the required config for that ?
Auto config is replicating the data from ACD to ICM . To make the auto config works we need to do the below thing
-> Enable CMS in PG setup
-> Enable auto configuration check box under PG explorer Advanced tab
-> Login the agent . we need to login the agent to see get corresponding entries in Database.
4) what are all the thing will get auto configure from ACD ?
Only Agents will auto configure. We need to create skillgroups in ICM side .
If CMS enabled -we don't need to do mapping between agents and skillgroup.we won't be able to see agent and skillgroup mapping in UI, but when the agent is log's in he will automatically log into all the skillgroups to which he assigned. CMS will do mapping here.
We can check the mapping in the below ways (Agent should be logged in )
OPCtest --la peripheralid /agent agentid
rttest
Agent_Skill_Group_Time from DB (Enable Agent reporting for Avaya PG under PG explorer->Agent distribution tab).
5) The ACD refused an ICR request to take control of a domain . The below is one of the reason for this error
Even though agent is logged in sometime during make call /answer call you will see the above error. If you check the pim logs during this time, we see the below
11:23:04:909 PG1B-pim1 Trace: [ 2636]Bri/SAOid: 5/106012; 3PDC_CONF: NEG_ACK: InvokeID F0000066 Station XXXX Cause=C_SERV_UNAVIL [7]
11:23:04:909 PG1B-pim1 Trace: [ 2636]CSTAUniversalFailureConfEvent: TPServices::CSTAUniversalFailureConfEvent InvokeID=0xf0000066 Error=TAKE_DOMAIN_CONTROL_REJECTION
check the extension XXXX is monitored by how many cti links in acd (use list monitored-station command), we see below 4 cti links actively monitoring the extension, if another link trying to monitor then also we see service unavailable. A device can be monitored maximum by 4 cti links
6) What is the use of Allow VDN override option in VDN configuration ?
VDN Override allows information about a subsequent VDN to which a call is routed to be used instead of the information about the previously-active VDN."
In other words - A call comes into the first VDN ("Main Number"), is routed to a second VDN ("Sales Department"), and is then answered by a call center agent:
If the "Main Number" VDN has VDN Override set to N, then the answering agent will see "Main Number" as the answered VDN call.
If the "Main Number" VDN has VDN Override set to Y, then the answering agent will see "Sales Department" as the answered VDN call.
7) what is difference between EAS ,NON-EAS, EAS-PHD ?
Items | NON-EAS | EAS | EAS-PHD |
| Currently In Support | No | Yes | Yes |
| No.of Skill groups | 4 | 20 | |
| No.of Sub Skill groups | 2 | 16 |