Avaya switch devices

Avaya switch devices that integrate with Altitude.

Altitude uses the following devices on an Avaya S8000:

• Agent extensions: Used to make outbound calls and to receive inbound calls. Agent extensions have the following additional features and limitations:
  • Play DTMF is supported.
• VDNs: Used to route inbound calls, to place predictive calls, and as routing points. Vector directory numbers run a vector for each call.
• Vectors: A sequence of steps that routes calls to skills, or requests a routing decision from a server application. A routing point is a VDN with a vector that runs the command adjunct routing link with an ASAI extension that defines the server application that will receive the route request.
• Skills: Used to queue and distribute inbound calls to agents with an Avaya agent ID that have the skill. Skills queue calls when all agents or IVR extensions are busy, and Management Portal displays the number of waiting calls. For fallback of IVR extensions, the parameters Redirect on no answer (rings) and Redirect to VDN can forward ringing calls to the fallback VDN. This means that if the IVR is not working, ringing calls will be forwarded to a fallback VDN. For example, redirect an IVR call after 10 rings to the VDN 190.
• Coverage paths: Enqueued calls delivered to busy agent extensions are lost, unless a suitable coverage path routes busy calls to a fallback destination, such as voicemail, a hunt group, or a basic skill. The coverage criteria should be as follows:
  • Match Busy calls
  • Do not match Don't Answer calls
  • Do not match All calls.