Avaya Aura Call Center Elite Support

To isolate the problem in a call center where callers to the Spanish Customer Service skill report they can no longer reach a specific agent after a conversion from 4 to 5 digit extensions, it is essential to use commands that provide detailed information about the call routing and extension usage. 'Display events vector' can help to see if there are any issues with the call flow or routing in the vectors. 'List trace extension' will allow us to see detailed trace information for the specific extension, helping to identify any problems with recognizing the new 5-digit extension.

Virtual routing allows call centers to act as a virtual call center that is transparent to the user. It determines where to route the call according to the criteria such as Look-ahead interflow or Advanced look-ahead interflow. Additionally, virtual routing can be implemented in both single-site and multi-site configurations. CTI is not strictly required for multi-site configuration, and virtual routing is not limited to non-voice contacts.

Best Services Routing (BSR) enables adjustments to agent idle times based on certain conditions. For the step adjustment set to 20, the agent's idle time is decreased by 20 seconds if the idle time is less than 100 seconds. If the idle time is greater than 100 seconds, it is decreased by 20%. This ensures that the adjustments can dynamically scale based on the length of the idle times, providing a more efficient agent selection process.

In a multi-site Best Services Routing (BSR) configuration, the Status Poll vector compares skills at its location and replies to the origin server with information on the best of these skills and estimated wait times (EWT). This process helps determine the best resource to handle the call based on current conditions, ensuring efficient call routing and optimal service delivery.

The events table is typically found in the 'Feature Description and Implementation' document for Avaya Communication Manager because this document provides detailed explanations and data for various features and their implementation, including events and their handling within the system.