Alcatel OmniPCX Enterprise User Manual
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Alcatel OmniPCX Enterprise User Manual

Routing service interface
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A L C
T
E
L
Alcatel OmniPCX Enterprise
SECTION
RSI
Ed.03

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Summary of Contents for Alcatel OmniPCX Enterprise

  • Page 1 A L C Alcatel OmniPCX Enterprise SECTION Ed.03...

  • Page 3: Table Of Contents

    5. The SSBD in the RSI environment ............Configuration procedure ................... 1. Overview ....................2. Principle for configuring the RSI in the OmniPCX Enterprise ....3. Declaring the RSI entry point..............4. Declaring the ACD authorized phone sets dedicated to the RSI agents and supervisors................
  • Page 4 A L C Alcatel OmniPCX Enterprise Section - RSI Ref.3EU19919ENAA Ed.03...

  • Page 5: Rsi Overview

    - Synchronizing the OmniPCX Enterprise RSI objects with those of the Genesys suite using a Two-Way Synchronization Server (SSBD). To do this, the RSI uses the advantages of OmniPCX Enterprise CCD agent features and the call routing, statistics, and customization capacities of Genesys solutions.
  • Page 6 A L C Alcatel OmniPCX Enterprise Section - RSI Overview Ref.3EU19919ENAA Ed.03...

  • Page 7: Architecture

    A L C Alcatel OmniPCX Enterprise Section - RSI Architecture 44A01906500A301AAEN Architecture Edition: 03 Basic RSI architecture IRD / URS Genesys Suite Tserver CSTA OmniPCX Enterprise Telephone services Call incoming to the RSI The RSI architecture is organized around the following two components: - The Genesys suite, which provides the following modules for the RSI: •...

  • Page 8: Rsi Architecture Integrating An Ssbd

    SSBD is a PC application operating in a Windows 2000 environment. Its role is to synchronize the OmniPCX Enterprise RSI objects with those of the Genesys suite. The SSBD is connected to the Genesys suite and the OmniPCX Enterprise via the following interfaces: - ACAPI (Alcatel Configuration Program Interface), which allows the OmniPCX Enterprise RSI objects to be extracted and then trasmitted to the Genesys suite for synchronization.

  • Page 9: Detailed Description

    A L C Alcatel OmniPCX Enterprise Section - RSI Detailed description 44A01906500A042AAEN Detailed description Edition: 03 Overview The document describes: - RSI operation - The features available to RSI agents and supervisors - SSBD integration in the RSI environment. For more information on Genesys modules (Tserver, IRD and URS), refer to the corresponding Genesys documentation.
  • Page 10 : Calls to the RSI initiated by an internal or external (direct RSI call) user. Warning: All internal calls to the RSI, whether direct or following a consultation call, requires the use of a virtual hybrid link in the OmniPCX Enterprise. 2.2. Incoming calls to the RSI...
  • Page 11 Routing to an available network or external agent or business set Parking on an OmniPCX Enterprise voice guide Request for DTMF transmission acknowledgement by the OmniPCX Enterprise Routing to another destination (local, network, external, CCiVR). Routing mechanisms are the same whether the agent and/or the RSI is local or remote. The CSTA services used are the same.
  • Page 12 A L C Alcatel OmniPCX Enterprise Section - RSI Detailed description 2.3. Calls distribution in the RSI 2.3.1. Routing calls to agent 2.3.1.1. Principle Back-up CCD or others OmniPCX Enterprise Route Request Route Select Agent 1 RouteEnd Genesys solution Agent 1...
  • Page 13 A L C Alcatel OmniPCX Enterprise Section - RSI Detailed description Cancel the conference Transfer the agent to the first caller Cancel the consultation call with the agent and return to the first caller. 2. Before stage , and when the RSI overflow timer elapses, if the URS is not configured to route this type of call it sends an end of service (ROUTE_END) notification to the Tserver.
  • Page 14 Tone Voice guide 1. Hold music: hold music is broadcast by the OmniPCX Enterprise. This music is the same for all languages. When the Tserver receives music processing, it requests the OmniPCX Enterprise to trigger the voice guide via the CSTA service Generate Telephony Tones allowing voice guide parameters to be transmitted (OmniPCX Enterprise voice guide identification and duration).
  • Page 15 Any OmniPCX Enterprise voice guide can be used. 2. Voice guide: voice guide broadcast is sent by the URS. On request by the Tserver, connection of the voice guide is performed by the OmniPCX Enterprise via the CSTA service Generate Telephony Tones...
  • Page 16 A L C Alcatel OmniPCX Enterprise Section - RSI Detailed description 2.3.3.4. Routing to an interactive voice server (CCiVR) OmniPCX Enterprise Route Request Genesys solution Route Select (IVR) Call in the RSI Consultation Call/TransferCall (Agent) CCiVR Agent The routing strategy can route a call to an interactive voice server (CCiVR) when the call is put on hold by the URS, or in the event of Mandatory Treatment (see note §...

  • Page 17: Features Available To Rsi Agents And Supervisors

    A L C Alcatel OmniPCX Enterprise Section - RSI Detailed description - RSI with back-up CCD: If a back-up address to a CCD was configured, CCD processing groups must be created for agents to be able to log on. In this case, agents can receive calls either from the Genesys routing strategy (RSI calls), or from the CCD distribution matrix (back-up).
  • Page 18 A L C Alcatel OmniPCX Enterprise Section - RSI Detailed description - Discreet listen (eavesdrop): see the module CCD - Feature - Telephone facilities part 2. This service is configured at RSI supervisor level. 3.1.1. Transaction code This feature allows an agent to identify the last call by a sequence of digits entered at call completion.

  • Page 19: Rsi Supervision From The Ccs Application

    A L C Alcatel OmniPCX Enterprise Section - RSI Detailed description For other features, refer to the CCD module (the reference is given in the Refer to column in the table below. Services Configured at Refer to Types of withdrawal...

  • Page 20: The Ssbd In The Rsi Environment

    In an RSI environment without a Two-Way Synchronization Server (SSBD), the administrator must confi- gure the RSI objects in the OmniPCX Enterprise (via the MGR or 47xx management tool) and in the Genesys suite (via the Config Manager Enterprise or CME management tool). When the administrator configures an RSI object in the OmniPCX Enterprise, the modification must be also be applied in the Genesys suite and vice versa.
  • Page 21 ACD authorized phone set RSI object. If this is not the case, creating agents not associated with ACD authorized phone sets on the OmniPCX Enterprise side does not result in their creation on the Genesys side when synchronization is running. These RSI objects are incomplete.
  • Page 22 Genesys side. It indicates the parameters to be configured for each. It also indicates the correspondence of each OmniPCX Enterprise object on the Genesys side. Note: For more information on the content of the OmniPCX Enterprise RSI objects shown in the table, refer to the module RSI - Configuration procedure.
  • Page 23 Specifies the main object when several Genesys suite objects correspond to the same OmniPCX Enterprise object. During synchronization, error messages following synchronization failure and the values of the OmniPCX Enterprise object parameters are returned to this object. qmcdu Directory number from the installation numbering plan (e.g. 31000).
  • Page 24 A L C Alcatel OmniPCX Enterprise Section - RSI Detailed description OmniPCX Enterprise Genesys suite Ghost Z Extension Þ Switches/pabx_name/DNs Þ Users Directory Number = qmcdu (*) Type = Extension (*) Number = qmcdu (*) Directory Name = Name Directory First Name= First Name...
  • Page 25 A L C Alcatel OmniPCX Enterprise Section - RSI Detailed description OmniPCX Enterprise Genesys suite Agent attachment to Processing Groups Agent Group Þ Agent Groups/PG_name Þ List of Attachments AG_Name (*) Place Group Þ Place Groups/PG_name ProAcdQMCDU Agent Processing Group ACD Queue Þ...
  • Page 26 Any Extension DN created on the Genesys side results in a Business set being created and not an ACD authorized phone set on the OmniPCX Enterprise side, whether synchronization is initiated in static (Genesys is the synchronization master) or dynamic mode.
  • Page 27 On the Genesys side, the Place object is not part of the object group (Person, Agent Login and ACD Position) equivalent to the Agent object on the OmniPCX Enterprise side. The Place object is used to associate or dissociate an RSI agent with an ACD authorized phone set of the installation.
  • Page 28 A L C Alcatel OmniPCX Enterprise Section - RSI Detailed description Ref.3EU19919ENAA Ed.03...

  • Page 29: Configuration Procedure

    This module describes the parameters to be configured when commissioning: - The RSI (see § 2 : Principle for configuring the RSI in the OmniPCX Enterprise) - The SSBD, if it is present in the RSI environment (see § 13 : Configuring the SSBD).

  • Page 30: Declaring The Rsi Entry Point

    A L C Alcatel OmniPCX Enterprise Section - RSI Configuration procedure - CCD configuration, if used as RSI backup. Declaring the RSI entry point Object name: Applications > CCD > RSI Attributes: RSI directory number Enter a directory number compatible with the installation numbering plan.
  • Page 31 A L C Alcatel OmniPCX Enterprise Section - RSI Configuration procedure Time Between Two Calls : Enter the minimum time between two consecutive calls to an agent. Initial value: 50 (units of 100 ms). 0: no pause between calls Hold On guide number Enter the number of the guide to be connected when the call is put on hold (0 to 1024).

  • Page 32: Declaring The Acd Authorized Phone Sets Dedicated To The Rsi Agents And Supervisors

    A L C Alcatel OmniPCX Enterprise Section - RSI Configuration procedure RSI Supervised Transfer Enter True to authorize consultation calls to the RSI before supervised transfer. If the value is false, consultation calls to the RSI are considered as RSI consultation calls before blind transfer.

  • Page 33: Declaring The Rsi Agent Domains And Skills

    Configuration procedure For more information on the meaning of these modes, refer to note 3 at the bottom of the table in the module RSI - Detailed description - § Correspondence tables: OmniPCX Enterprise RSI objects and Genesys suite RSI objects.

  • Page 34: Agents And Supervisors

    To declare the RSI agents and supervisors, follow these steps: 1. Ensure there is an ACD prefix in system management (present if a CCD is configured in the OmniPCX Enterprise). This is required to declare the agents and supervisors. 2. Declare the RSI agents and supervisors.

  • Page 35: Supervisors

    A L C Alcatel OmniPCX Enterprise Section - RSI Configuration procedure 8.2. Configuring the ACD prefix Ensure the ACD prefix is present in the prefix plan from the tree structure Translator> Prefix plan using the parameters presented below. If this is not the case, create it as follows: Object name: Translator >...

  • Page 36: Configuring The Parameters Specific To The Rsi Agents And Supervisors

    A L C Alcatel OmniPCX Enterprise Section - RSI Configuration procedure Object name: Classes of services > Phone Features Classes of Service Attribute: Phone Features Classes of Service : ACD prefixes Enter 1 (authorized). Configuring the parameters specific to the RSI agents and supervisors Object name: Application >...
  • Page 37 A L C Alcatel OmniPCX Enterprise Section - RSI Configuration procedure Presentation mess. file Nb Enter the number of presentation guide message files available to the agent. Initial value is 4. 0: The feature is not enabled. 1: The feature is enabled, and the agent has a voice message number and a voice file.

  • Page 38: Declaring The Rsi Processing Groups

    A L C Alcatel OmniPCX Enterprise Section - RSI Configuration procedure Self-assignable agent (for agent Used to define the type of agent: only) - Ordinary agent: set to False. The agent cannot select their processing group at log-on (processing group is the group in the list of attachments with the Preferential Processing Group parameter set to True).

  • Page 39: Declaring The Virtual Hybrid Link

    A L C Alcatel OmniPCX Enterprise Section - RSI Configuration procedure Directory number Enter the agent or supervisor directory number. Processing group Number Enter the processing group directory number. Repeat the operation for each agent or supervisor to be assigned to an RSI processing group.

  • Page 40: Configuring The Ssbd

    Repeat this procedure for the second hybrid link access. Configuring the SSBD Pre-requisite: Ensure you have the “47xx alarm licence” in the PCX. By default, this licence is available with the Alcatel OmniVista 4760 application. Procedure: The SSBD configuration procedure is described in the documentation provided with the SSBD software.

  • Page 41: Maintenance

    Warm: If the main TServer is lost during a call, the stand-by TServer becomes the main TServer, and current processing is then lost. 4. Loss of all TServers or the OmniPCX Enterprise CSTA server. 5. OmniPCX Enterprise switchover. 6. Loss of the Tserver / URS link.

  • Page 42: Rsi Maintenance Commands

    A L C Alcatel OmniPCX Enterprise Section - RSI Maintenance RSI not enabled or not monitored or no strategy allocated Deactivation and shutdown of Loss of all TServers or monitoring for all CSTA Server RSIs Back-up address No CSTA or associated...
  • Page 43 A L C Alcatel OmniPCX Enterprise Section - RSI Maintenance localhost> set_feature 7100 routing 1 -- host : sent SetFeature 0xd84 on mcdu "7100" (rose-id=3 host=0) localhost> localhost> X10 is route_request Call the RSI, then enter the command route_select X10 followed by the target, followed by 1.

  • Page 44: Ssbd Maintenance

    Any SSBD activity generates a log file that can be consulted via the SCI (Solution Control Interface) ap- plication. Among other things, it indicates the status of the synchronization performed by the SSBD as soon as an RSI object is created, modified, or deleted on any side (OmniPCX Enterprise or Genesys suite).

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