CLID on trunk to trunk calls 1

[john3voltas]

Hello.
We have two communication systems. Avaya CM 6 for Backoffice and Genesys for Call center.
All our PRI lines come into our CM and are then routed to the Genesys depending on the DDI the call is coming in.
Conversely, when an agent in Genesys needs to place a call, they dial, the call reaches the CM which then routes the call out to the ISDN.
We now need to manipulate the CLID (preferably on a per call basis) of calls coming in from the Genesys that are routed to the ISDN.
We know how to do that with Avaya agents. But we don't know how to do that on trunk to trunk calls as in this case.
Any help is greatly appreciated.
Thanks.

 

[ZeroZeroOne]

Trunk Group form, page 3. Enable Modify Tandem Calling Number

change trunk-group 10                                           Page   3 of   5
TRUNK FEATURES
          ACA Assignment? n            Measured: none
                                                          Maintenance Tests? y



   Suppress # Outpulsing? n  Numbering Format: private
                                                UUI Treatment: shared
                                              Maximum Size of UUI Contents: 128
                                                 Replace Restricted Numbers? y
                                                Replace Unavailable Numbers? y

                                                  Hold/Unhold Notifications? y
                                Modify Tandem Calling Number: no
               Send UCID? n



 Show ANSWERED BY on Display? y

Then use the tandem-calling-party-number conversion table

change tandem-calling-party-num                                 Page   1 of   9
                         CALLING PARTY NUMBER CONVERSION
                                 FOR TANDEM CALLS
                      Incoming Outgoing                             Outgoing
      CPN             Number   Trunk                                Number
 Len  Prefix          Format   Group(s)     Delete  Insert          Format
 6    22                       1           all     8885551234       pub-unk

In this example, all 6-digit numbers starting with 22 will be converted to 888-555-1234 for outbound calls on trunk 1.

 

[john3voltas]

Hi @ZeroZeroOne,
Thanks a lot for your reply.
I had seen the Tandem Calling Number form before but I didn't know what it was used for.
I've read the manual and now I get it that it's only for calls originating outside of the PBX.
Now, a last question that sort of seems to have an obvious answer: this doesn't allow us to use this feature on a "per call" basis, right?
Here's what we were thinking:
We had to call the outside number 987 654 321.
If we placed the call as usual, 0 987 654 321, where 0 is our DAC, we would use the usual CPN which is the first DID on the PRI.
If we placed the call with something like a prefix *90 987 654 321, the call would then leave the PBX with a special CPN which we would hopefully be able to manipulate with something like a Tandem Calling Number form.
Right now this doesn't seem to be "doable", right?
Thanks in advance.

 

[kyle555]

doable, yes, scalable, no.
If the system dialing (Genesys) wants a certain CPN to appear at the far end, it makes the most sense to program it there rather than split the logic across 2 systems.

But, if you're not afraid of getting a little messy and have no other choice:

-Presume every time you call 987 654 321 from Genesys that you'd always want to send the same CLID - only 888 888 888 and never 777 777 777
-Remove 1 B channel from your main trunk group
-Create another trunk group just like the main one but with only a single member, and on the page where you assign members, put the same sig group as the one running the D channel of the main PRI

Then you can make an exact match in ARS to a route pattern that picks the new trunk you built where the tandem table can do its magic.

If you think Genesys might need to route 10 calls to that number at once, then you'd need to rip off 10 B channels to accommodate - so that's not pretty.

You'll need to build routes and trunks with at least 1 B channel for every number you want to do this for.

If you need to call 987 654 321 from different CPNs, then you'd need some dial prefix from Genesys - like 101 987 654 321 or 102 987 654 321 that match in ARS to routes that strip the leading 3 digits and then map to different trunk groups of 1 B channel.

So depending on your ISDN capacities, you can get do a few, but don't let anyone think it's scalable.

 

[john3voltas]

Thanks for the input.
Too bad it doesn't seem easy to manage. Suddenly they want more simultaneous calls with a special CPN and then we need to remove trunk members on the normal trunks and add them to the special trunks.
Good to know that there's this option but I think we're leave it as it is. Too bad Avaya hasn't made this easier. Their SMB line of products is much more versatile in this matter (IP Office).
But thanks anyways.

 

[kyle555]

There are other ways that are more costly.

You can burn a station license per outbound clid. There's something called "implicit user rules" in Session Manager. It means "just like a SIP phone's message to SM gets passed thru CM to dial out, you can map numbers in the 'from' headers of SIP trunk calls to do the same thing"

Practically speaking, that means you could have a ISDN/SIP gateway on top of any TDM system like a Norstar and as long as the Norstar sent everyone's CLID out the ISDN line to SIP gateway that hit SM, once SM sees that trunk to trunk call "from 999 888 777" it will send it down to CM for station processing like SM would do for a SIP phone and you could have CM extension 999 888 777 with a COR and FRL process that call.

What that means is that you can use the public and private unknown numbering tables now because if you look closely at the first column in those tables, it only applies to "extensions" on the system.

Nonetheless, you'd burn 1 station license per extension you'd want to use, and it would still be incumbent on Genesys to send some kind of different clid outward in order to match on whatever different CM programming you have.

It really depends on your requirements for how much you need to manipulate this. Something like Avaya's Proactive Outreach Manager in Experience Portal ought to be able to do that and I'd figure that Genesys must have some way to do so as well if you're trying to run a campaign - like you're a BPO calling on behalf of many banks and when you call a customer of the First National Bank you don't want to send CLID for the Second National Bank. It just feels like more/best suited in call center land.