(9.0+) Add a New Segment (Incoming Extension)

Add a new incoming extension to a queue without requiring a restart of the Callback system.

Before starting

Add incoming extension is for ALL integrations:

  • Aspect
  • Avaya
  • Cisco UCCE_ICM
  • Cisco UCCX
  • Genesys
  • Genesys PureConnect
  • TIAL_ICM

For other systems, refer to Add a New Segment (Incoming Application).

There are two ways to create a new segment:

  • Duplicate an existing segment then editing 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 Extension)

  • Navigate to Configuration > Queues >Add New Segment. Select the queue that will contain the segment.
  • Search for a queue by name or ID, or expand the search bar to show existing queues.
  • Click the Extension for each incoming extension to expand its fields. Click again to collapse.
  • Click Expand All to display all fields for all segments. Click Collapse All to hide.
  • Click dup_button_82.png in the segment name field to duplicate these settings.

OR

  • Click Create New to begin a segment with blank fields.

image of the create new extension page

  • Enter the fields as follows. Required fields are marked with an asterisk (*).
SettingDescription and Valid Values
AES Server Alias/T-Server

The AES switch name or T-Server switch name, if applicable.

Select 'None' if this is a non-CTI extension (for example, if your solution uses the Platform ToolKit for CTI, or if you use Genesys URS with attached data determining the transfer devices).

If no switch is used for the incoming extension, the list will not display.

AES Server Alias is equivalent to the VHServerId in the AESAvayaCTIConfig database table.

Each AES Server Alias corresponds to an Avaya TSAPI connection that Callback uses for CTI.

Extension*The incoming extension, or Entry DN.
  • When using Cisco, this will be the name of a PTK segment associated with a Treatment Type 20.
  • When using Outreach in a blended environment, you must configure two incoming extensions for the queue: one extension for incoming calls and one extension for outgoing Outreach calls.
  • When you enter the extension for outgoing Outreach calls, prefix the extension with RCLQueueID, where QueueID is the Queue ID for the extension. For example, if the Queue ID is VHT_Test and the extension is 123, the value in the Extension field is RCLVHT_Test123.
  • When using Genesys TServer without URS, Extension=TServerSwitchName:Extension (e.g., TServerSwitch1:3001).
  • When using Genesys TServer with URS, Extension=VH GVQ Name. This is the URS Callback Genesys Virtual Queue Name created for the VHT_Treatment subroutine to pass information to Callback. For more information, see the Callback for Genesys URS Integration Guide.

The AES Server/T-Server switch name + ":" + Extension will serve as the label for the extension in Configuration (for example, VHAES01:45301).

Holding Queue ID*
  • A call coming in on this extension routes to this location when choosing to hold in the IVR.
  • Select an existing holding queue from the list, or select New... to create a new holding queue.
  • Entry can be up to 100 alpha-numeric characters long.
  • Valid special characters: _ # - :
  • The AES / T-Server switch name + ":" will be added to the beginning of the Queue ID when the queue is saved.
  • An ID saved to a change group is available for any new segments added to the same queue.
Learn more in Creating a New Holding or Under Threshold Queue below.
Callback Queue ID*
  • A call coming in on this extension routes to this location when a caller chooses a callback.
  • Select an existing callback queue from the list, or select New... to create a new callback queue.
  • Entry can be up to 100 alpha-numeric characters long.
  • Valid special characters: _ # - :
  • The AES / T-Server switch name + ":" will be added to the beginning of the Queue ID when the queue is saved.
  • An ID saved to a change group is available for any new segments added to the same queue.
Learn more in Creating a New Holding or Under Threshold Queue below.
Under Threshold Queue ID*
  • A call coming in on this extension routes to this location if EWT is lower than the Callback turn-on threshold.
  • Select an existing under threshold queue from the list, or select New... to create a new under threshold queue.
  • Entry can be up to 100 alpha-numeric characters long.
  • Valid special characters: _ # - :
  • The AES / T-Server switch name + ":" will be added to the beginning of the Queue ID when the queue is saved.
  • An ID saved to a change group is available for any new segments added to the same queue.
Learn more in Creating a New Holding or Under Threshold Queue below.
Extension LabelA string used to describe the incoming extension, limited to 15 characters. It is used to help Callback administrators distinguish between the different extensions, and it only appears in the Incoming Extensions section.
Treatment Type*

This value controls whether the incoming extension will actually receive the callback option. The advantage of designating incoming extensions as "untreated" is to restrict the callback option while retaining an active count of these calls for accurate calculation of EWT.

The following entries are valid:

  • 0 - Route Label. Normal Queue Manager treatment. (Callback option is offered.) Not for use with Genesys URS.
  • 1 - Queueing Label (no callback option). Queue Manager refuses route for the Incoming Application but continues to monitor the call.
  • 2 - Under Threshold Queue. Monitor only (untreated). Queue manager automatically routes the call to Holding Queue if the OpMode is not in SHUTDOWN.
  • 3 - Holding Queue on Route. Monitor only (untreated). Queue Manager automatically routes the call to Holding Queue - applicable in non-URS cases.
  • 4 - Holding Queue on Queued. Monitor only (untreated). Queue Manager automatically routes the call to Holding Queue.
  • 5 - Genesys URS. Provides Callback treatment for Genesys URS or GVP.
  • 7 - Answer Off-Site. Usually only applicable for Aspect with T-Server.
  • 10 - VHT Treatment (Intervoice IVR). Provides Callback treatment when using an Intervoice IVR.
  • 11 - VH Offer DN. Enables customers to route calls without Callback creating a call ID. Calls can be routed to the IVR, a queue, or no routing decision can be made.
  • 12 - UUI Treatment DN. Enables customers to use a single VDN to queue calls and to receive a treatment decision in the UUI field. Determine whether or what kind of Callback treatment should be provided, or to queue a call.

Additional configuration is required to use UUI-based routing. Refer to Telephony > Avaya UUI for more details.

  • 13 - Untreated #2 (no callback option - for use with Genesys T-Server) Queue Manager automatically attaches EWT to the user data of the call if UseGVP is set to TRUE in the registry and routes the call to the Holding Queue on EventQueued messages from the T-Server.
  • 14 - Attach User Data on Route Request. Received on outbound calls in a Genesys PSDK with Avaya or in an Avaya TSAPI environment.
  • 20 - Platform ToolKit. Identifies the Incoming Extension as a segment for use with the Platform ToolKit.

An Outreach segment (RCL) must be Treatment Type 20 in order to function properly.

Country Code*The Country Code dialing string to use when making callbacks for this Extension ID.
Voice Script

This value defines the Script Number associated with each Extension ID, limited to 10 characters. This is useful for assigning different Script Numbers to different Incoming Extensions in the same queue.

  • If you use the same script for all of the Incoming Extensions in the queue, do not use this field. Set the Script Number at the queue level instead.
  • If you are using a VXML IVR, this value is not used. Use the Segment Variables fields described in Step 6 to specify the custom media directory.
IBIVR Extension GroupUse 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 GroupUse 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 incoming extension.
  • If your environment uses the VXML Interaction Server (VIS), to the right of the Segment Variables heading, click Select. Select a field from the pop-up list to add it to the screen, or click Add All to add all four fields to the screen.

Edit your selected VIS-related fields as follows:

SettingDescription and Valid Values
Language

Enter the language to be used by this segment:

Dutch, English, FrenchCanadian, SpanishNA, or MandarinChinese.

Matching entries will display as you type.

See Language in Segments > VIS.

Route Destination

Enter the Route Destination Value, which can be in any form; e.g., sip:xxx@y.y.y.y or zzzz or tel:qqqq.

Use this field to configure RouteDestination so Queue Manager will respond with this destination, andthen the Switch will route the calls to the same destination. This value can be up to 100 characters long. Alphanumeric characters are valid along with the following special characters: @ . # _ : -

Route Destination is required when using Treatment Type 11 or 12.

Custom Media

Enter the directory name from the media server containing customized voice prompts for this brand. The voice files contained in this directory will be played by the IVR in place of the standard voice prompts. This value can be up to 100 characters long.

If the Custom Media value is blank or is not a valid folder name, the VXML Interaction Server will use the files from the Default folder for the specified language.

If the Language value is blank or is not a valid language name, the VXML Interaction Server will use the files from the Default folder for English.

  • Click Add to save the new incoming extension 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 Yes to confirm.

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

SettingDescription and Valid Values

Route Device

(Holding Queue and Under Threshold Queue only)

  • Calls transfer from this IVR location at holding or error decision.
  • In a Cisco UCCX environment, this is the same DN as the Queue ID.
Transfer Device
  • Calls transfer from this IVR location at holding or error decision.
  • In a Cisco UCCX environment, this is the same DN as the Queue ID.