Tracking calls across Avaya ACDs

Typically, when a call is transferred to an agent on a different Avaya CM (PBX), the call is not only captured under a separate interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. but also a separate contact The entire communication experience for a customer, from beginning to end. ID. To make it easier to identify related recordings in Risk Management Component of the Real-Time Analytics (RTA) Framework that provides interaction search and replay functionality, combined with integration of the Real-Time Analytics (RTA) Framework. and Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface., you can configure the Recorder Integration Service (RIS) to group calls transferred between independent Avaya CMs into the same Contact.

Limitations

Warm transfers and consultative calls are gathered under the same contact. However, due to limitations and latency within the independent PBX systems and event feeds, a cold (blind) transfer may have different contact IDs. To gather the interactions of a cold transfer in the same contact ID, the Recorder must receive the connection event before the disconnection event.

Procedure

Configure Avaya CM to share Universal Call ID (UCID) between ACMs.
Create a Collection Data Source and add the Phone data sources for the Avaya CMs as members.
On each Phone data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs., confirm that Follow the call is enabled (default).