Administrator's Guide

Understanding the multimedia complex
Issue 5 October 2002 335555-233-506
In order to guarantee that all members of a voice hunt group or skill can receive
voice or multimedia calls, all members should have the H.320 field on the station
screen set to
y. Simple voice stations and Basic complex mode voice stations will
receive voice only. Enhanced mode stations will receive voice and video.
The MM Early Answer field (on the Hunt Group screen) tells the system to
answer the incoming multimedia call and establish audio before it reaches the first
member of the hunt group. Thus, when the talk path is established, the caller is
able to speak with an agent immediately. This is not necessary for hunt groups
comprised of data extensions.
Hunting, Other considerations. Agents that are part of a Basic mode complex
may dial a feature access code to remove themselves from availability (and to
indicate that they are available again) from both the multimedia endpoint and the
telephone independently. This allows the voice member or the data member to be
individually made unavailable. To make the data extension unavailable, the agent
must dial the FAC from the DVC system.
CMS measurements may indicate unusually slow ASA, because of the time
required for the system to establish early-answer before offering the call to an
agent.
Hunting Call association (routing). Typically incoming voice calls consist of 2
B-channel calls to the same address, to provide greater bandwidth and better video
resolution. Avaya MultiVantage attempts to correctly pair up incoming calls and
offer them as a unit to a single agent. MMCH uses call association to route both
calls to the extension that answered the first call, regardless of how the call was
routed internally.
Two 56K/64K data calls with the same calling party number to the same
destination number are considered to be associated. The system makes every
attempt to route both calls of a 2-channel call to the same answering party. If the
first call terminates at a member of a hunt group, the second call does not have to
hunt, but goes directly to the same member. In order for 2B multimedia calls to be
correctly given to a single agent, incoming calls to the hunt group must have ANI
information. The ANI information may be in the form of ISDN calling party
number or DCS calling party number. Multimedia calls made on the same switch
as the hunt group are easily associated. If multimedia calls into a hunt group have
incorrect ANI information (i.e. all calls from switch X to switch Y include the
LDN for switch X), then as the volume of calls increases, the number of
mis-associated calls will increase. If multimedia calls into a hunt group have no
ANI information, the switch will never associate pairs of calls and all calls will be
treated independently and routed to separate agents. This is not a recommended
configuration.