This week, I discussed with my team how can we implement Direct Agent Calling in Avaya that routes the call to agent’s mailbox when he/she is unavailable. We did this before by using Audix, but it already retired and no support. It triggers us to think whether it is technical feasibility by using Adjunct routing and Asterisk voice mail to implement this feature again.
I enhanced the Avaya Routing Manager dac routing, add checking of agent status, route the call to agent’s mailbox when he/she is not available, it works finally.
For redundancy purpose, I plan to have the vector responsible for DAC routing hunts two adjunct links. Of course, a dedicated Avaya Routing Manager responsible for each adjunct link. Moreover, I need to enhance the routing manager software to have time table feature as it is a basic requirement for routing rule definition.