Avaya UUI routing

Some Avaya environments use multiple queuing VDNs to queue calls to the same target pool of agents. In this case, the Avaya Aura 8 and Mindful Callback integration should be adjusted to consolidate these queuing VDNs into a single Call Target in Mindful Callback.

Since each Call Target can only be configured with a single callback queuing destination, you can use Avaya Vector variables and UUI data in an end-to-end SIP environment to send callbacks and choose-hold calls back to the original queuing VDN each time. For example, if you were to use a range of VDNs numbered 50070 to 50079, you can use a single Call Target configured to capture UUI data to send calls to the original queuing VDN.

Important:
  • This guide contains additional information related to the Avaya Aura 8 integration. For complete instructions, see the Avaya Aura 8 and Mindful Callback integration guide.
  • This guide is built on several key assumptions:
    • The UUI string has enough free space for a single digit for the call type and a five-digit string for the VDN number. More digits may be needed for the VDN number in your environment. The max UUI string length is 128 characters.
    • The SIP Trunk settings in Avaya Communication Manager (CM) allow UUI data to be passed. The UUI Treatment setting under Trunk Features should be set to Shared.
    • The User-to-User Metadata Item has been configured for the affected Call Targets in Mindful Callback, according to the Avaya Aura 8 and Mindful Callback integration guide linked above.

Overview

This add-on integration guide covers the following topics:

  • Configuration for Avaya UUI routing
  • UUI Vector logic
  • Call Target mapping for UUI routing

Configuration for Avaya UUI routing

Three additional steps are required to prepare the environment for UUI routing:

  1. Create three Vector variables
  2. Update the original queuing VDNs
  3. Create a Global VDN/Vector for callbacks (and another for holding calls, if needed)

Step 1: Create three Vector variables

You will need three new variables to be available to your Vectors:

vector variables

  1. VHT Call Type
    • Type: asaiuui
    • Length: 1
    • Start: Choose the start position of this variable in the UUI string as needed.
  2. VDN variable
    • Type: VDN
    • This allows the Vector to retrieve the current VDN number
  3. VDN UUI
    • Type: asaiuui
    • Length: 5 (or the length of the CM VDN numbers)
    • Start: Set the start position of this variable in the UUI string.
    • This will be used to transport the original VDN number in the User-to-User SIP header.

Step 2: Update the original queuing VDNs

Use the following images and notes as a guideline to update the configuration of the original queuing VDN as needed.

call vectorcall vector

Here is a quick description of what the Vector is doing:

  1. Check the value of the Call Type variable (Variable E).
    • If the value of E is 1 (hold), queue the call to a skill at normal priority.
    • If the value is 2 (callback), queue the call at high priority.
  2. For new calls with no value for E, set the asaiuui variable (Variable H) with the number of the current VDN (VDN Variable G).
  3. Route the call to Mindful Callback
  4. If the route to Mindful Callback fails, queue the call at normal priority.

Step 3: Create a Global VDN/Vector for callbacks (and another for holding calls, if needed)

The Global VDN for callbacks will be needed in all scenarios, but the VDN for holding calls will only be needed if Mindful Callback is configured to make callback offers instead of making offers in the Avaya environment. These VDNs and Vectors can be used for all Call Targets in your Mindful Callback Organization.

Callback VDN/Vector

Use the following image and notes as a guide for the callback VDN and Vector:

call vector

Here is a quick description of what the Vector is doing:

  1. Set the Call Type variable (Variable E) to a value of 2 to mark the call as a callback.
  2. Route the call to the VDN specified in the value of the UUI variable (Variable H). The UUI variable was set as the original VDN in the inbound queuing Vector. This will ultimately lead to the call being queued to a skill at high priority.
  3. If the route fails, disconnect the call. You may wish to route to a default queuing VDN instead in this case.

Holding VDN/Vector

If needed, use the following image as a guide for the holding VDN and Vector. The only difference here is that the value of the variable E is set to 1 (hold) rather than 2 (callback):

call vector

UUI Vector logic

The following diagrams illustrate the logic behind the Vectors described in the previous section. In Block 1, a queuing and priority decision is made based on the value of the variable E.

vector logic diagrams

Call Target mapping for UUI routing

The following diagram illustrates the difference between sending callbacks to unique VDNs without using UUI routing and sending callbacks to a single destination with UUI routing.

call target mapping diagrams