Alcatel OmniPCX Enterprise User Manual page 12

RSI
Detailed description
2.3. Calls distribution in the RSI
2.3.1. Routing calls to agent
2.3.1.1. Principle
OmniPCX Enterprise
The procedure for routing a call in the RSI to an agent is:
- : An available agent is searched (ROUTE_REQUEST)
1
- : An available agent is selected (ROUTE_SELECT)
2
- 3 : The agent is rung
Note: If the agent does not answer when the Ringing overflow timer elapses, the call is distributed
to the overflow address associated with the timer (back-up CCD, etc) unless it is a consultation call.
- 4 : An end of service notification (ROUTE_END) is sent.
Note: Processing can also be applied outside a routing block (Mandatory Treatments).
2.3.1.2. Additional information on RSI consultation calls before supervised transfer
1. Before stage 2 , the calling party is no longer in communication with the RSI but directly in
communication with the selected agent. When the agent set rings, the calling party can either:
• Transfer the first caller to the rung agent
• Wait for the call with the agent to be established. The calling party can then:
Place a broker call with the two callers
Initiate a conference
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A L C
Alcatel OmniPCX Enterprise
RSI
1
2
4
3
Agent 1
Ref.3EU19919ENAA
T E L
Back-up CCD
or others
Route Request
Route Select Agent 1
RouteEnd
Section - RSI
Genesys
solution
Ed.03