Phantom extensions 

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What is required for phantom extensions

Phantom extensions are primarily used by applications that need to originate a session without the use of a physical device and without tying up unnecessary resources. Internet sessions can use this feature to eliminate the need for a Primary Rate Interface (PRI) channel for text chat and customer-initiated callbacks, thus increasing contact center capacity while using fewer PRI channels. Messages are originated to the DEFINITY ECS using phantom calls.Phantom sessions are distributed the same as voice sessions; but since there is no audio component, there is no need to use an Integrated Services Digital Network (ISDN)-PRI trunk.

When administering phantom extensions on the DEFINITY ECS, we recommend that you separate phantom extensions for text chats from phantom extensions for messages. For example, phantom extensions for text chats=1100�1199 and phantom extensions for messages=1200�1299.

Phantom extensions and the VoIP gateway

If your contact center uses a PRI-connected VoIP gateway, Phantom extensions should be given the same COR as the gateway's trunk group, with same precautions.