VRU as virtual call center (remote operator) w/o RLT

axmirza1 · December 13th, 2005, 07:54 AM

I have some UNIX & Cisco genius groups who have design and produced a VRU (old P1 with dialogic boards), which is a multifunctional. I am losing this group because of the company merger. I am not a UNIX/CISCO savvy person just a telecom tech.
1- it works as an auto attended (**I can accomplish this with another VM-system**)

2- it works as Credit account information. If the customers just want automated information regarding their credit account they can do that unless they need to speak with a live agent, which then sends the caller to a remote site in Midwest. (** I can accomplish this as well**)

3-In the Ring-no answer scenario (caller come on CO-trunk), the VRU (in supervised mode) picks another tie-line conference caller to a remote site in Midwest operators (call center) where the operator recognize the caller site by DINIS#, The live operator tries to refine the customer needs and send the caller to a different station by entering 3 digits extension which the VRU saves, the VRU drops the operator and dial the 3-digits extension for the caller. It almost the same as good old fashioned RLT (Release Link Trunk) which we used 10-years ago. I don’t want to go back to RLT since they are very expensive. Any UNIX/CISCO literate who can help design voice network w/o using RLT’s?

PS: Is there such a thing as VRLT?

We Do not have a live operator on site.

**Sorry I forgot to mention that main office has G3rV6 and small branches has Sys75,G1,G3V2-G3iv11.**

ko_glass · December 13th, 2005, 12:35 PM

DCS with reroute might accomplish what you need to do. It releases unecessary trunks on transfered calls. Check the Communication Manual for a better detail of this feature also to see if it is activated.
DCS with Rerouting

DCS with Rerouting allows a call

’s connection between two Avaya switches to be
replaced by a new connection. All of the trunks used in the original path must be
DCS+ (DCS over PRI) and the new path utilizes only DCS+ trunks. DCS with
Rerouting provides the following capabilities:

—

Attempts to obtain a better (generally less expensive) connection.

—

May replace the current path of a call with a route that is better in terms of
Automatic Alternate Routing/Automatic Route Selection (AAR/ARS) routing
preferences administered on an Avaya switch.

—

Frees up resources being used unnecessarily.
DCS with Rerouting must be enabled on a switch-wide basis and the trunk groups
involved must be administered as SSE. DCS with Rerouting primarily provides
you with the ability to be more effective with the usage of Trunk groups
administered for Supplementary Services Protocol Option E (SSE) during the
existence of an active call. This means using a preferred route (in terms of
UDP/AAR/ARS routing preferences administered on the switch) between the
switches involved.

axmirza1 · December 13th, 2005, 01:51 PM

The question here is how to process a call and not how to send a call to a remote operator. May be setting (16k) PVC between each branch for voice path on existing data network.

December 13th, 2005, 07:54 AM	#1 (permalink)
axmirza1 Join Date: Dec 2005 Posts: 16	VRU as virtual call center (remote operator) w/o RLT I have some UNIX & Cisco genius groups who have design and produced a VRU (old P1 with dialogic boards), which is a multifunctional. I am losing this group because of the company merger. I am not a UNIX/CISCO savvy person just a telecom tech. 1- it works as an auto attended (I can accomplish this with another VM-system) 2- it works as Credit account information. If the customers just want automated information regarding their credit account they can do that unless they need to speak with a live agent, which then sends the caller to a remote site in Midwest. ( I can accomplish this as well) 3-In the Ring-no answer scenario (caller come on CO-trunk), the VRU (in supervised mode) picks another tie-line conference caller to a remote site in Midwest operators (call center) where the operator recognize the caller site by DINIS#, The live operator tries to refine the customer needs and send the caller to a different station by entering 3 digits extension which the VRU saves, the VRU drops the operator and dial the 3-digits extension for the caller. It almost the same as good old fashioned RLT (Release Link Trunk) which we used 10-years ago. I don’t want to go back to RLT since they are very expensive. Any UNIX/CISCO literate who can help design voice network w/o using RLT’s? PS: Is there such a thing as VRLT? We Do not have a live operator on site. Sorry I forgot to mention that main office has G3rV6 and small branches has Sys75,G1,G3V2-G3iv11. Last edited by axmirza1; December 13th, 2005 at 01:05 PM.

December 13th, 2005, 12:35 PM	#2 (permalink)
ko_glass PBXtech SILVER 25+ posts Join Date: Jul 2003 Posts: 63	Re: VRU as virtual call center (remote operator) w/o RLT DCS with reroute might accomplish what you need to do. It releases unecessary trunks on transfered calls. Check the Communication Manual for a better detail of this feature also to see if it is activated. DCS with Rerouting DCS with Rerouting allows a call ’s connection between two Avaya switches to be replaced by a new connection. All of the trunks used in the original path must be DCS+ (DCS over PRI) and the new path utilizes only DCS+ trunks. DCS with Rerouting provides the following capabilities: — Attempts to obtain a better (generally less expensive) connection. — May replace the current path of a call with a route that is better in terms of Automatic Alternate Routing/Automatic Route Selection (AAR/ARS) routing preferences administered on an Avaya switch. — Frees up resources being used unnecessarily. DCS with Rerouting must be enabled on a switch-wide basis and the trunk groups involved must be administered as SSE. DCS with Rerouting primarily provides you with the ability to be more effective with the usage of Trunk groups administered for Supplementary Services Protocol Option E (SSE) during the existence of an active call. This means using a preferred route (in terms of UDP/AAR/ARS routing preferences administered on the switch) between the switches involved.

December 13th, 2005, 01:51 PM	#3 (permalink)
axmirza1 Join Date: Dec 2005 Posts: 16	Re: VRU as virtual call center (remote operator) w/o RLT The question here is how to process a call and not how to send a call to a remote operator. May be setting (16k) PVC between each branch for voice path on existing data network.

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