Installing Agent Priority
The VHT Callback installer installs Agent Priority. Enabling the Agent Priority checkbox on the OCC setup screen installs Agent Priority in the solution.json file, and adds the Agent Priority parameters to the OCC site.config file.
Installing Agent Priority Avaya
- OCC setup - IVG Avaya screen: Configure IVG Avaya
| Field | Description | Example Value |
|---|---|---|
| Out Dial URL | Set to match the IVG - Call Control Interaction Service (CCIS) web service URL. | http://10.10.10.10:8040/createsession |
| Disposition URL | Disposition URL passed to IVR platforms in HTTP callback requests. | http:/10.10.10.11:8085/vht/occ |
| SIP Proxy | IP Address appended to callback phone numbers for outbound dialing through a SIP proxy. | 10.10.10.12 |
| Call Control Interaction Server | The URI of the CCXML application to execute in the new call session. | http://10.10.10.10:8080/CCIS/vht_hvp.ccxml |
- OCC setup - IVG Avaya screen: Continue configuring IVG Avaya.
| Field | Description | Example Value |
|---|---|---|
| ANI | Set to the phone number displayed to callback recipients. | 8005678309 |
| Node Id | Used in the creation of an Avaya UCID for the outbound call through the associated IVG device. The Node-ID needs to be unique per IVG device. | 7000 |
| Failure Destination * | Set to match the TransferDevice in the HoldingQueues or CallbackQueues table in the VHT_Config database. Outbound calls are sent to this destination upon failure of the voice application. | sip:56127@10.10.10.15 |
| Answering Machine Detection | Select checkbox to enable answering machine detection for callbacks. Clear checkbox to disable answering machine detection for callbacks. | Cleared |
| Agent Priority | Select checkbox to enable Agent Priority. | Enabled |
- Complete the rest of the VHT Callback installation process.
Installing Agent Priority Cisco
- OCC setup - IVG Cisco screen: Configure IVG Cisco
| Field | Description | Example Value |
|---|---|---|
| Out Dial URL | Set to match the IVG - Call Control Interaction Service (CCIS) web service URL. | http://10.10.10.10:8040/createsession |
| Disposition URL | Disposition URL passed to IVR platforms in HTTP callback requests. | http:/10.10.10.11:8085/vht/occ |
| SIP Proxy | IP Address appended to callback phone numbers for outbound dialing through a SIP proxy. | 10.10.10.12 |
| Call Control Interaction Server | The URI of the CCXML application to execute in the new call session. | http://10.10.10.10:8080/CCIS/vht_hvp.ccxml |
- OCC setup - IVG Cisco screen: Continue configuring IVG Cisco.
| Field | Description | Example Value |
|---|---|---|
| ANI | Set to the phone number displayed to callback recipients. | 8005678309 |
| Failure Destination * | Set to match the TransferDevice in the HoldingQueues or CallbackQueues table in the VHT_Config database. Outbound calls are sent to this destination upon failure of the voice application. | sip:56127@10.10.10.15 |
| Answering Machine Detection | Select checkbox to enable answering machine detection for callbacks. Clear checkbox to disable answering machine detection for callbacks. | Cleared |
| Agent Priority | Select checkbox to enable Agent Priority. | Enabled |
- Complete the rest of the VHT Callback installation process.
Installing Agent Priority Genesys
- OCC setup - IVG Cisco screen: Configure IVG Cisco
| Field | Description | Example Value |
|---|---|---|
| Out Dial URL | Set to match the IVG - Call Control Interaction Service (CCIS) web service URL. | http://10.10.10.10:8040/createsession |
| Disposition URL | Disposition URL passed to IVR platforms in HTTP callback requests. | http:/10.10.10.11:8085/vht/occ |
| SIP Proxy | IP Address appended to callback phone numbers for outbound dialing through a SIP proxy. | 10.10.10.12 |
| Call Control Interaction Server | The URI of the CCXML application to execute in the new call session. | http://10.10.10.10:8080/CCIS/vht_hvp.ccxml |
- OCC setup - IVG Cisco screen: Continue configuring IVG Cisco.
| Field | Description | Example Value |
|---|---|---|
| ANI | Set to the phone number displayed to callback recipients. | 8005678309 |
| Failure Destination * | Set to match the TransferDevice in the HoldingQueues or CallbackQueues table in the VHT_Config database. Outbound calls are sent to this destination upon failure of the voice application. | sip:56127@10.10.10.15 |
| Answering Machine Detection | Select checkbox to enable answering machine detection for callbacks. Clear checkbox to disable answering machine detection for callbacks. | Cleared |
| Agent Priority | Select checkbox to enable Agent Priority. | Enabled |
- Complete the rest of the VHT Callback installation process.
