Multiswitch

Integration
Contact Center Manager Series
Altitude uCI 7.1
Contact centers can integrate switches from the same
vendor or from different vendors in multiswitch
configurations.
Multiswitch inbound campaigns can use uRouter or the
switch-based pre-routing of the telephony switches. The
Altitude IVR can offer pre-routing or skills-based routing
with an outstanding flexibility in choosing the best agent
for each call. The Altitude Trunk Link can also offer prerouting and skills-based routing.
Multiswitch outbound campaigns are restricted to power
dialing, but the Altitude Trunk Link can provide IVR power
dialing.

Altitude Software
Tel. +351-21-4129800
Fax. +351-21-4129890
info@altitude.com
www.altitude.com

Revised: April 2004

Released: October 2003

About this Document

This document is aimed at contact center managers that
must
understand
the
capabilities
of
campaign
configurations with several telephony switches or with the
Altitude Trunk Link.
Contents
About this Document..........................................................2
1. Multiswitch Inbound Campaign Configurations...............2
2. Multiswitch Outbound Campaign Configurations..........12
Further Information...........................................................16
Feedback on this Document..............................................16

1. Multiswitch Inbound Campaign Configurations

Different multiswitch inbound campaign configurations
require different hardware and software, but offer different
functionality to the contact center.
Multiswitch calls with data is a basic functionality
available when the same Assisted Server instance
manages several switches.
Multiswitch switch-based pre-routing is appropriate if
switch-based pre-routing is enough to select an ACD group.
Multiswitch pre-routing with uRouter is appropriate for
load-balancing or if the ANI is enough to select the
campaign.
Multiswitch front-end IVR is appropriate if the information
collected by the IVR selects one of several ACD groups. The
Altitude Trunk Link can be used as a networked IVR-only
switch.
Multiswitch IVR full routing is appropriate if the
information collected by the IVR selects the best agent
with appropriate skills in a campaign in any of the
telephony switches. The Altitude Trunk Link can be used as
a networked IVR-only switch.
Full routing is only available for connected calls at IVR
extensions.
Multiswitch calls with data
Agents can send data with calls to agents on the other
switch. The switches are connected to the same Assisted
Server.

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AgentsAgents can send data when they dial, extend,

transfer, conference, and blind transfer calls to agents on
the other switch.
Remote agentsThe Altitude Trunk Link allows agents to
dial, extend, transfer, and conference with remote agents.
Multiswitch switch-based pre-routing
Trunks deliver inbound calls to a switch routing device that
routes calls to an ACD group. After routing a call, the switch
routing device cannot route the call to the other switch.
Some switches do not support switch-based pre-routing.
The QSIG or proprietary link connecting the switches is
required for agents to send data with calls, but it may not
be required to route calls without data.
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Pre-routingThe switch-based routing functionality routes

calls to an ACD group. uSupervisor does not monitor the
switch routing device, and does not display the number of
routing calls.
QueuingThe ACD groups queue calls when all agents are
busy. On some switches, uSupervisor displays the total
number of calls waiting at both groups.
AgentsAgents can send data with calls to agents on the
other switch.

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Multiswitch pre-routing
Trunks deliver inbound calls to a switch routing device.
uRouter monitors the routing device and runs a script that
routes the call to an ACD group. After routing a call, the
routing script cannot reroute the call to the other switch.
Some switches do not support pre-routing.
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Pre-routinguRouter routes calls to an ACD group.

uSupervisor monitors the switch device, and may display
the number of routing calls.
QueuingThe ACD groups queue calls when all agents are
busy. On some switches, uSupervisor displays the total
number of calls waiting at both groups.
AgentsAgents can send data with calls to agents on the
other switch.
Multiswitch front-end IVR
Front-end IVR uses switch-based routing to deliver calls to
the extensions of the IVR agents. IVR agents answer the
calls and run the IVR script. The IVR script decides the
routing strategy of a call and transfers the call to one of
several ACD groups. After transferring a call, the IVR script
cannot review the routing strategy.
The Altitude Trunk Link can be used as a networked IVRonly switch.
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IVR queuingOn some switches, the IVR group queues IVR

calls when all IVR lines are busy. On some switches,
uSupervisor displays the number of waiting calls.
QueuingThe ACD groups queue calls when all agents are
busy. On some switches, uSupervisor displays the total
number of calls waiting at both groups.
AgentsAgents can send data with calls to agents on the
other switch.
Multiswitch IVR full routing
Trunks deliver inbound calls to a group with IVR extensions.
The IVR script plays messages to the customer and
enqueues calls to a campaign. The IVR script can collect
information from the customer, consult business data, and
interact with third-party systems. The IVR script reviews
the routing strategy of the call based on the collected
information. To change the routing strategy of the call, the
IVR script modifies the handicap, the skills, the target
campaign, or the target agent of the call.
The Altitude Trunk Link can be used as a networked IVRonly switch.
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IVR queuingOn some switches, the IVR group queues IVR

calls when all IVR lines are busy. On some switches,
uSupervisor displays the number of waiting calls.
QueuingThe Assisted Server manages a universal queue
of calls connected to IVR channels. uSupervisor displays
the number of calls waiting at the universal queue.
AgentsThe delivery of calls can use agent skills and call
handicaps. Agents log in to selected campaigns. Agents
can become not ready. The Assisted Server respects the
wrap-up of inbound calls. The screen pop is based on the
DNIS, on the ANI of the caller, or on information collected
by the IVR. Agents can send data with calls to agents on
the other switch.
Remote agentsThe Altitude Trunk Link allows the delivery
of inbound calls to remote agents.

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2. Multiswitch Outbound Campaign Configurations

Multiswitch power dialing is appropriate for agents
connected to several switches to call customers on a single
contact list.
Multiswitch IVR power dialing is appropriate to play
recorded messages to customers, but it has legal
limitations in some countries. The Altitude Trunk Link can
be used as a networked IVR-only switch.
There are no multiswitch configurations for predictive
dialing. Full routing is not available for IVR power dialing
campaigns.
Multiswitch power dialing
The Assisted Server places calls from agent extensions.
The agent listens to the Assisted Server dialing numbers.
The agent remains idle until a customer answers the
phone.
The voice connection between the switches can be
omitted if there is no need to extend or transfer calls
between the switches.
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Placing callsThe agent listens while successive numbers

are dialed, and remains idle until a customer answers the
phone. Calls are selected from a single contact list.
AgentsAgents log in to selected campaigns. Agents can
become not ready. The Assisted Server respects the wrapup of outbound calls. The screen pop is based on the
contact called.
If the switches are connected with a QSIG or proprietary
link, agents can send data with calls to agents on the other
switch.
BlendingPower dialing campaigns can blend with any
inbound campaign, but some switches do not respect the
wrap-up of outbound calls.
Multiswitch IVR power dialing
The Assisted Server places calls from IVR extensions. When
the customer answers the call, the IVR script can play a
message, collect information, consult business data, and
interact with third-party systems. Later, the IVR script can
hang up the call or transfer the call to a group.

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The Altitude Trunk Link can be used as a networked IVRonly switch.

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Placing callsIVR extensions place calls and play voice

recordings to customers.
QueuingThe ACD groups queue calls when all agents are
busy. On some switches, uSupervisor displays the total
number of calls waiting at both groups.
AgentsAgents can send data with calls to agents on the
other switch.
Remote agentsThe Altitude Trunk Link allows the delivery
of IVR calls to remote agents.

Further Information
Contact center managers should ensure that the
configurations to deploy are certified.
Certification
Describes in detail the capabilities
and limitations of the switch, as
well as the required versions of
software and hardware.
Contact center managers can read the documents below to
understand how to use the switches to deploy multiswitch
configurations where a single Assisted Server interacts
with multiple switches. Some switches do not support
switch-based pre-routing or IVR power dialing.
Altitude Trunk Link
Describes remote agents and
IVR-only configurations that
can integrate with other
switches, including IVR
power dialing.
Alcatel OmniPCX Enterprise Describes the Alcatel switch,
including IVR power dialing.
Avaya Definity and Avaya S8000
Describes the
Avaya switch, including
switch-based pre-routing.
Ericsson MD110
Describes the Ericsson
switch, including switchbased pre-routing.

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Siemens HiPath 4000

Describes the Siemens

HiPath 4000 switch, including
switch-based pre-routing.

Contact center managers can read the documents below to

understand how to create homogeneous multiswitch
configurations where switches from the same vendor,
connected to different Assisted Servers, can send data with
calls between switches.
Alcatel OmniPCX Enterprise
Avaya Definity and Avaya S8000
Nortel Meridian 1.
Contact center managers may use the documents below to
manage the campaign configurations.
Interaction Delivery Explains how to shape agent work
by configuring the delivery of calls
to agents.
Interaction Blending Explains how to maintain fairness
when blending calls, emails, or
Web collaborations.

Feedback on this Document

Please
send
comments
on
this
document
documentation@altitude.com stating the reference
multiswitch.71.041124 in the subject field.

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