Avaya 6 manual MS-CRM Call Data Tagging

∙Mixing calls of different priority is not recommended if Voicemail Pro is being used to provide queue estimate time to answer (ETA) and queue position announcements to callers, since those values will no longer be accurate when a higher priority call is placed into the queue. Note also that in such a situation Voicemail Pro will not allow a value already announced to a caller to increase.

∙Notify caller of transfer to target: Voicemail Pro 4.1+.

If enabled, the caller hears "Transferring to" followed by the associated mailbox name of the destination if available or otherwise the destination number if it matches an internal extension number. This follows any prompts selected in the Entry Prompts list above.

Results

This action has the following results which can be connected to further actions:

∙Next

This connection result is not used.

∙No Answer

This connection result is used if the transfer target does not answer the call.

∙Busy

This connection result is used if the transfer target returns busy.

MS-CRM Call Data Tagging

Call Data Tags enable advanced scenarios to be built around your Microsoft CRM 3.0 and Avaya Microsoft CRM Integration Solution. In situations where CLI/ANI matching is not sufficient, you can add screening and specific data collection interactions with your customers using the Voicemail Pro. The Voicemail Pro Assisted Transfer and Transfer actions can be used to pass data to users and pop matching records based on that data.

Based on your solutions requirements, you could obtain and verify the data collected, and then transfer the call with a data tag, that will utilize your specific criteria to lookup the required, account, contact or case, once the call is offered.

The tags are conformant xml fragments, they are comprised of an element AV_M and two attributes the Microsoft CRM entity (account, contact or incident) and the schema name of the field to match on, in this example ‘contactid’ and the data is the record key.

For example:

∙<AV_M O="contact" S="contactid" >{e44e6dbf-bd2a-da11-badb-505054503030}</AV_M>

where

∙<AV_M = element name.

∙O="contact" = crm entity.

∙S="contactid" = attribute to search on.

∙> = end of element attributes

∙{e44e6dbf-bd2a-da11-badb-505054503030}= the data to match on, this should be unique.

∙</AV_M> - Closing tag.

The xml element name, attributes names and Microsoft CRM entity and schema names are case sensitive.

Additional Examples

∙Account – Account Number: <AV_M O="account" S="accountnumber" >TL00001</AV_M>

∙Case – Ticket Number: <AV_M O="incident" S="ticketnumber" >CAS-01001</AV_M>

Voicemail Pro Installation and Maintenance	Page 230
IP Office Release 6	15-601063 Issue 22e (16 May 2010)