Avaya VDN routing configuration standards

VDN Based Routing

VDN based routing requires the most number of VDNs per treated segment but requires no UUI characters.

VDN based routing

Entry VDN and Vector

An entry VDN (segment) is required for each treated voice segment in the VHT Callback® application. An entry VDN is unique per queue in the VHT Callback application, and can not be shared across multiple queues in the VHT Callback system.

entry vector

  1. Wait step - Allows the call time to establish on the VDN. Standard is 0 seconds.
  2. Adjunct to Callback - Generates a route request allowing the VHT Callback application to determine if calls should route to queue or the VHT Callback IVR for Treatment
  3. Wait Step - Allows the VHT Callback application time to respond. Five seconds is the standard, and it should always respond in less than one second.
  4. Queue to Skill Normal Priority - Safeguard to ensure calls route to queue if the VHT Callback application does not respond.

Routing VDN and Vector

A routing VDN is highly recommended for each treated voice segment. The routing VDN targets AAR numbers that establish calls in IVG. The routing VDN allows call control to remain with CM in the event the call is rejected or no response is received when the SIP INVITE is sent from Avaya Session Manager to IVG. If the VHT Callback application is setup to respond with the AAR number on the adjunct and IVG rejects the SIP INVITE, then the call disconnects.

routing vector

  1. Wait step - Gives the call time to establish on the VDN. Standard is 0 seconds.
  2. Route to AAR Number - Establishes calls in IVG and acts as the DNIS for the call in IVG.
  3. Wait Step - Gives time for the call to establish in IVG. Two seconds is the standard.
  4. Queue to Skill Normal Priority - Safeguard to ensure calls route to queue if the call can not establish in IVG.

AAR Number

An AAR number is required for each treated voice segment in the VHT Callback application. The AAR number is used to establish calls in IVG.

The following steps should be performed in Avaya Site Administration (ASA):

  1. Create a dialing plan that is set to handle the appropriate dialed strings with each string set to a call type of UDP.
  2. Configure the matching patterns for this dialing plan to use Automatic Alternative Routing.
  3. Configure the dialed strings for the matching patterns to use the appropriate route pattern and a call type of aar. Output of the Avaya Site Administrator should contain results similar to the following excerpts:
  4. Configure the route pattern to link to a trunk group.
  5. Configure the trunk group to be of the type SIP (routes calls from the Avaya Communication Manager to the System Manager)

The following steps should be performed in Avaya System Manager:

  1. For each IVG in the network routing plan, create a SIP entity and set the type to SIP Trunk and SIP Link Monitoring to Link Monitoring Enabled.
  2. For each IVG in the network routing plan, create an Entity Link that uses the UDP protocol.
  3. Configure the IVG destination in the routing policy to the IVG SIP entity.
  4. Configure the required dial patterns, with the Originating Location and Routing Policy Names, for those created for IVG usage.

Holding VDN and Vector

Each queue in the VHT Callback application requires one unique holding VDN. This VDN is where choose hold, forced hold, or underthreshold calls will be transferred in the VDN routing model. A holding VDN can not be used across multiple queues. You can also build unique holding VDNs for each treated voice segment. While the vector may contain additional steps, the following is recommended:

holding vector

  1. Wait step - Gives the call time to establish on the VDN. Standard is 0 seconds.
  2. Queue to Skill Normal Priority - Standard queuing experience at this point is recommended.

VHT Callback VDN and Vector

Each queue in the VHT Callback application requires one unique callback VDN. This VDN is where callers who received there callback will be transferred in the VDN routing model. A VHT Callback VDN can not be used across multiple queues. You can also build unique callback VDNs for each treated voice segment. While the vector may contain additional steps, the following is recommended:

callback vector

  1. Wait step - Gives the call time to establish on the VDN. Standard is 0 seconds.
  2. Queue to Skill High Priority - Standard queuing experience at this point is recommended.