Some last minute tuning of Avaya Call Classification has been required in the last couple of weeks prior to go-live which is now set for Monday 22/11/2010!
For Release 1 we do not really need to use any call classification but since Virtual Hold is using TmakePredictiveCall to initiate callback requests it needed to be tuned. Of course, for Release 2 will be use using Genesys outbound so it still needed to be done.
As a reminder, on the Avaya core telephony platform, the function of Call Progress Detection (CPD) and Answer Machine Detection (AMD) is provided by TN744E call classifier and tone detector circuit packs. The TN744 also detects Special Intercept Tones (SIT) to detect Fax machine for example.
Within Avaya Communication Manager, call classification is a pooled resource with each call classifier circuit pack providing eight ports of tone detection. TN2312 (IPSI) circuit packs also provide 8 ports of global call classification each.
During testing we found that it was better to set the priority to use TN2312 (IPSI) resources first and then overflow to TN744E (call classifier) resources. We also found out that IPSI firmware 49-51 should not be used due to hardware compatability problems. Hopefully we can upgrade the firmware in the future to take advantage of an improvement in FW49 – “FW49 supports the CM5.2.1 feature that provides enhanced call classification to meet certain country regulations for silent calls. Silent calls are outbound calls arriving at the destination without an agent being connected to the call”. This enhancement is already in TN744E (call classifier) FW3.
Call classification is enabled automatically (when enabled on the switch) when a TmakePredictiveCall request is received via the Genesys Avaya T-Server component. Global Call Classification is enabled on the switch by setting the system parameter “Answer Supervision by Call Classifier” as shown below:
Here are the final call classifier settings that we have settled on (for Virtual Hold anyway!):
SYSTEM PARAMETERS OCM-CALL-CLASSIFICATION:
TONE DETECTION PARAMETERS:
Global Classifier Adjustment (dB): 3
USA Default Algorithm? y
Global Busy Tone Detection Adj (db): 0
Cadence Classification After Answer? n
SIT TREATMENT FOR CALL CLASSIFICATION:
SIT Ineffective Other: answered
SIT Intercept: answered
SIT No Circuit: answered
SIT Reorder: answered
SIT Vacant Code: answered
SIT Unknown: answered
AMD Treatment: answered
Pause Duration (seconds): 0.5
Talk Duration (seconds): 1.5
Disconnect Supervision – In? y Out? y
Answer Supervision Timeout: 0
Administer Timers? n
CONNECT Reliable When Call Leaves ISDN? y