So we're working with our client to integrate our tool with their Avaya ACD. We're running into some issues because I don't speak Avaya. Can someone out there give me a primer on Avaya terms?
Also do you know what their call identifier is called? For example, Aspect has a callid which actually is a unique id for each leg of a call, and a tracknumber which is a unique id for the whole call. Does Avaya have similar identifications?
Thank you for any help you can provide!

Hi Marianne---let me know what kind of info you need and I can try to help

Hi Sheila,
Thanks for responding so quickly. Can you tell me if there is a field that can be passed via CTI to uniquely identify:
1) The call (through all transfers etc this must remain the same)
2) Each leg of the call.

Also can you clarify the difference in how the terms VDN and DNIS are used?

Thanks!
Marianne

While I was searching for your answer , I came accross with this ...This might help you

DNIS is the number sent to you by your telco,,, usually the last 4 digits of the number,
VDN is Vector Directory Number, it is a pointer to a vector for vector processing.

If your DNIS matches the VDN then it will just flow to the vector. If it is different, then you would need to manipulate it with incoming-call-handling-treatment.

Alot of the telcos will let you request a DNIS for the 800#,,
so lets say you had a VDN for the test call,, 5555, and and 800# of 800-123-4567, you could either ask the telco to send 5555 for the DNIS, or you would need to use incoming-call-handling to convert 4567 to 5555.

If you had 800-123-4567, and your vdn was 4567, then you probably would not need to do anything

Regards
Suraj

Hi Marianne,

I asked our techy folks and they came back with the following -

The answer to your questions:

1. UCID (Unique Call ID – used through out the call and used by the PBX (AES) for CTI)
2. Same as 1.

I hope this make sense. If we can help further, just let me know - you have my emaill address.

Dave