(9.0+) Add a New Segment (Incoming Application)
Add a new incoming application to a queue without requiring a restart of the VHT Callback® system.
Before starting
Add incoming applications is for the following integrations:
- Aspect
- TIAL_ICM
- Cisco UCCE_ICM
For other systems, refer to Add a New Segment (Incoming Extension).
For Avaya systems, segment-based routing is not currently supported.
There are two ways to create the new segment:
- Duplicate an existing segment then edit the values.
- Create a completely new segment.
After entering the segment, activate it in the system. The segment is considered "pending" until activated.
Creating a Segment (Incoming Application)
- Navigate to Configuration > Queues >Add New Segment. Select the queue that will contain the segment.
- Search for queue by name or ID, or expand the search bar to show existing queues.
- Click the Application ID for each incoming application to expand its fields. Click again to collapse.
- Click Expand All to display all fields for all segments. Click Collapse All to hide.
- Click in the segment name field to duplicate these settings. (Not supported for Avaya integrations)
OR
- Click Create New to begin a segment with blank fields.
- Enter the fields as follows. Required fields are marked with an asterisk (*).
Setting | Description and Valid Values |
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Application ID* | This value can be up to 100 characters long. Alphanumeric characters are valid along with the following special characters: _ # - : |
Holding Queue ID* |
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Callback Queue ID* |
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Under Threshold Queue ID* |
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Treatment Type* | This value controls whether the DN will actually receive the callback option. The advantage of designating DN's as "untreated" is to restrict the callback option while retaining an active count of these calls for accurate calculation of EWT. The following values are valid:
Additional configuration is required to use UUI-based routing. Refer to Telephony > Avaya UUI for more details.
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Voice Script | This value defines the Script Number associated with each Application ID, limited to 10 characters. This is useful for assigning different Script Numbers to different Incoming Applications in the same queue.
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Country Code* | The Country Code dialing string to use when making callbacks for this Application ID. |
HMP OB IVR TransferDN | This value is required when HMP and a third-party IVR is being used. Once the outbound call is connected to the caller (Positive Voice Detection ( PVD) is detected), a blind transfer is made to the DN that is specified here. This DN is for a third-party IVR to provide outbound Callback treatment to the caller. The DN needs to be configured in the contact center environment. For H.323 the information must be in the following format: TEL:4005002,TA:192.168.0.247 where: TEL = The required prefix for the DN. It means telephone number. 4005002 = the DN TA = The required prefix to the IP address; TA stands for Target Agent 192.168.0.247 = The IP address for the voice gateway This field must be configured for each Incoming Application that uses HMP and a third party IVR. For SIP the information must be in the following format: 4005002@192.168.0.247 where 4005002 = the transfer DN 192.168.0.247=The IP address for the voice gateway |
IBIVR Extension Group | Use this field if IVR Extension Groups were created. Specifies the group of inbound IVR ports to use for every call that comes in on this incoming application. |
OBIVR Extension Group | Use this field if IVR Extension Groups were created. Specifies the group of outbound IVR ports to use when placing an outbound call for every call that comes in on this incoming application. |
IVR Group* | This value references the IVR Servers to use for this Application ID. |
Callback Variable | Only for configurations with Aspect systems that have one (1) CCT (Queue ID) for both Choose Holds and Callbacks. Set the Callback Variable field to VarDataX, where X is the variable data field A-E. |
Callback Value | Only for configurations with Aspect systems that have one (1) CCT (Queue ID) for both Choose Holds and Callbacks. Set the Callback Value to the flag value for the site. |
VRU Association - Peripheral ID* | This value must match the ICM PeripheralID of the VRU PG configured in the ICM configuration. This option is only displayed and required for Treatment Type 0 when the switch type is ICM and when using the VRU interface. Be sure to confirm whether the queue that this segment is associated with already has a VRU service. If not, add the VRU service to the queue and activate it before adding this segment. |
VRU Association - Trunk Group ID* | This value specifies the ID of the starting trunk group. If there are more than 1000 trunks to configure, multiple trunk groups are automatically created, each containing no more than 1000 trunks. This option is only displayed and required for Treatment Type 0 when the switch type is ICM and when using the VRU interface. Be sure to confirm whether the queue that this segment is associated with already has a VRU service. If not, add the VRU service to the queue and activate it before adding this segment. |
- Click Add to save the new incoming application segment settings.
- Click Save Changes to save your pending changes. A new change group is created to hold your segments until they are activated. Enter a name for your change group, then click Change Name.
A change group may contain queues or segments, but not a mixture of both. If you want to add a new queue and new segments to that queue, you must enter the new queue first and activate it. Then, enter the new segments and activate those.
- Repeat these steps to add additional segments to your change group.
- Select Save & Review to see all activate the saved pending queues. Review and edit or activate.
Once a segment is activated it cannot be edited or deleted. Edit changes from the segment level or from the Save & Review option.
Deleting or Removing a Pending Segment
To remove a pending segment from the change group, expand the segment name field.
Click Remove at the bottom left and confirm in the pop up message box.
Click Save Changes to finalize the change.
Once you save and review, you see options to delete, Edit Segments or Activate.
The last remaining segment in a change group cannot be removed. Delete the entire change group using Activate Queues and Segments > Delete a Change Group.
Activating Pending Segments
When you are ready to review and activate the pending segments in the change group, click Save & Review.
Creating a New Holding or Under Threshold Queue
Setting | Description and Valid Values |
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Route Device (Holding Queue and Under Threshold Queue only) |
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Transfer Device |
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