How to configure campaigns for Avaya S8000

Use Management Portal to configure campaign attributes depending on the campaign scenario.

The following configuration tables display the configurations specific to Avaya Communications Manager TSAPI for the supported campaign scenarios.

  • Extensions: Agent campaigns with Avaya extensions.
  • Skills: Agent campaigns with Avaya skills.
  • Routing: Routing campaigns with Avaya.

To configure Altitude for the supported campaign scenarios, use the following table to retrieve the required configuration data from the Avaya S8000:

Avaya configuration

Extensions

Skills

Routing

Not ready reason codes

-

Optional

-

Extension numbers

Required

Required

-

Agent IDs

-

Required

-

VDN number

For inbound

Required

Required

Predictive VDN number

For power dial with call classification

For predictive

-

Busy VDN number

For power dial with call classification

-

-

Transfer ANI prefix

For predictive

For predictive

-

Contact center

On Management Portal, configure not ready reasons to send to the Avaya S8000 as follows:

Not ready reasons

Extensions

Skills

Routing

Switch ID

Ignored

Avaya not ready reason code

-

Altitude telephony gateway

On the Altitude telephony gateway, configure the following:

  • Agent and IVR extensions.
  • Routing points, for routing campaigns and for default routing.
  • Call classifiers, for predictive dial with Communication Server.

The Altitude telephony gateway does not use virtual extensions.

Operational profile

Extensions

Skills

Routing

Busy tone device (for power dial with call classification)

Busy VDN number

-

-

Agent extensions

Extensions

Skills

Routing

From, To

Avaya extension numbers

Avaya extension numbers

-

Extension type

Analog or digital

Analog or digital

-

Use ACD login

Disable

Enable

-

Routing points

Extensions

Skills

Routing

From, To

Avaya VDN number

-

Avaya VDN number

Type

Queued

-

Queued or host controlled

Synchronize voice data

Disable

-

Disable

Call classifiers

Extensions

Skills

Routing

Address

TCP/IP address of Comm. Server

TCP/IP address of Comm. Server

-

Device

Call classifier device number

Call classifier device number

-

Dialing prefix

Comm. Server prefix of outbound rule for agent delivery

Comm. Server prefix of outbound rule for agent delivery

-

ANI prefix

Avaya ANI prefix

Avaya ANI prefix

-

Agents

Configure Altitude agents to work on agent campaigns and IVR campaigns as follows:

Parameter

Extensions

Skills

Routing

Default extension

Optional

Optional

-

Switch agent ID

Blank

Avaya agent ID

-

Campaign configuration

Configure a campaign that uses an Altitude telephony gateway for Avaya S8000 for outbound calls using the following parameters:

Parameter

Description

Notes

Configuration panel

No answer timeout

Maximum time for calls to ring at contact phones.

For power dial, the time starts counting after the positive reply to the event MakeCall(TSAPI). If a timeout occurs, the Altitude telephony gateway registers an event FailedNoAnswer in the link debug file. For predictive dial, the time starts counting after the positive reply to the event MakePredictiveCall(TSAPI). If a timeout occurs, the Altitude telephony gateway registers an event FailedNoAnswer in the link debug file.

Management Portal, tab Configuration, current context Campaigns, select a campaign, details group Business Rules, panel Interaction Distribution > Timeouts.

No-answer number of rings

The maximum number of times that calls ring at contact phones.

For predictive dialing, the Altitude telephony gateway sends the maximum number of rings as private data in the request MakePredictiveCall(TSAPI). If the maximum number of rings occurs, Avaya hangs up the call, and sends a CallCleared event with cause NotAnswered to the Altitude telephony gateway. The Altitude telephony gateway registers an event FailedNoAnswer in the link debug file.

Management Portal, tab Configuration, current context Campaigns, select a campaign, details group Business Rules, panel Automatic Outbound > Properties.

Campaign telephony gateways

Configure an Altitude campaign telephony gateway for each campaign that handles calls on the Avaya S8000 as follows:

Properties

Extensions

Skills

Routing

Switch agent state control

Disable

Enable

Disable

Split group (Integration with ACD)

Blank

-

Blank

Predictive dialing VDN/split (Integration with ACD)

Blank

Avaya predictive VDN number

Blank

Inbound

Extensions

Skills

Routing

DNIS (for inbound)

Avaya VDN number

Avaya VDN number

Avaya VDN number

Mapping group (for inbound)

Blank

(a)

Blank

Monitored devices

Empty

Avaya VDN number

Empty

Outbound

Extensions

Skills

Routing

Power dial classification device (for power dial with call classification)

Avaya Predictive VDN number

-

-

(a) If the skill selects the campaign, enter the directory number of the skill.

Strategy center skill profiles

Configure the interaction skill profiles of the campaigns using strategy center skill profiles as follows:

Skill profile list

Extensions

Skills

Routing

Login group

Blank

-

-

Native predictive device

Blank

Avaya predictive VDN number

-