SMGR call return to CM if trunk to Vocalcom is down or out of service

[amranbaluchi]

hello guys,

I am having Avaya CM 7.1 I've created a trunk from SMGR to Volcalcom for the call center setup, the client has requested us if the trunk is to Volcalcom or the trunk is out of service, the calls should forwarded to an external GSM number or any other number, how to achieve this?

 

[ZeroZeroOne]

Check out the AACC Documentation

https://support.avaya.com/css/public/documents/101059063

While this isn't the same product, Chapter 9 shows how to failback to Avaya Hunt Groups. While you won't use the Hunt Groups, you will use a similar process to route the call out to an external number.

 

[amranbaluchi]

@ZeroZeroOne

thanks for your quick response, but in my scenario, the calls have been routed from CM to the SMGR and then from SMGR to the Volcalcom, now in this setup how the SMGR send the calls back to CM once the trunk to Vocalcom is down, this is my worry, but again i will the document which you shared.

 

[jimbojimbo]

Route the call to using a vector. If the call fails to route, then the call will drop down to the next step and continue processing. You can then redirect the call as appropriate.

 

[amranbaluchi]

@jimbojimbo

you are correct my current setup is going through the vector already, step x goes to the SM trunk which is directed to Vocalcom, but how does the vector know if the first step which is the SM trunk is out of service, then it will reroute to the second setup this is where i got stuck.

 

[ZeroZeroOne]

amranbaluchi,

You'll need to set up primary and secondary Entity Links in Session Manager. When ASM senses the link to Vocalcom is down then calls will automatically route over the secondary link back to CM where you can direct the call to an outside line. The document I referenced explains that process.