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New Member

Avaya translation route problem

We're having difficulty with getting Translation Routing to work properly with an Avaya ACD. The PG always properly instructs the Avaya to route the call to the appropriate destination, but the associated call data never makes it to the agent desktop. The call data usually appears in the CALL UPDATE EVENT instead of the BEGIN CALL EVENT, and the PG always sets the Call Type to 'ACD In Call' instead of 'Trans Route.' Our CTI client code always checks for call type and call data in the BEGIN CALL EVENT. Seems like the PG is confused about the call being a Translation Routed call...but yet it still directs the call properly on the Avaya. Any ideas as to what's wrong? Config problem in Avaya? Config problem within ICM?? Thanks for any help!!

3 REPLIES
Blue

Re: Avaya translation route problem

For each Device Target do you have labels set up for each routing client?

New Member

Re: Avaya translation route problem

Not really sure what you mean by Device Targets, but we do have labels (which for our purpose are different VDNs) for translation routes at the routing client (which is the PG at the Avaya switch).

New Member

Re: Avaya translation route problem

Hi Jim,

What are you doing on this message board? When I did the CTI for Avaya, the callvariables were being populated fine on the Begin call event? Right now, there seems to be a timing issue. The data is getting merged with the voice only after the begin call event. I have experienced the problem before but cannot remember the solution though.

For the call Type not being populated properly, are you explicity specifying the calltype as Trans Route?

From Avaya's standpoint, all it needs configured are the few DNIS's for translation route. From the ICM side, the translation route labels need to be present for the corresponding Avaya DNIS's

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