Configuration Procedure; Overview; Principle For Configuring The Rsi In The Omnipcx Enterprise - Alcatel OmniPCX Enterprise User Manual

Section - RSI
RSI

Configuration procedure

Edition: 03
1.

Overview

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).
2.

Principle for configuring the RSI in the OmniPCX Enterprise

The administrator must follow the steps listed below to configure the RSI.
1. Declare the RSI entry point (see § 3 : Declaring the RSI entry point).
2. Declare the ACD authorized phone sets dedicated to the RSI agents and supervisors (see § 4 :
Declaring the ACD authorized phone sets dedicated to the RSI agents and supervisors).
3. Select the substitute or standard mode for the RSI agents. This is to be configured only if a
Two-Way Synchronization Server (or SSBD) is present in the RSI environment (see § 5 : Selecting
the substitute or standard mode for the RSI agents).
4. Declare the RSI agent domains and skills (see § 6 : Declaring the RSI agent domains and skills).
5. Declare the RSI voice guides (§ 7 : Configuring the voice guides that can be used for the RSI).
6. Declare the RSI agents and supervisors (§ 8 : Declaring the RSI agents and supervisors).
7. Configure the parameters specific to the RSI agents and supervisors (§ 9 : Configuring the
parameters specific to the RSI agents and supervisors).
8. Declare the RSI processing groups (§ 10 : Declaring the RSI processing groups).
9. Assign the agents and supervisors to the RSI processing groups (§ 11 : Assigning the agents
and supervisors to the RSI processing groups).
10.Declare, if required, a virtual hybrid link to permit local RSI calls (§ 12 : Declaring the virtual
hybrid link).
RSI configuration is performed from the standard mgr or 47xx tool. However, steps 4 and 9 can be
performed from the CCS (Contact Center Supervisor) application.
The following information is not included in this document:
- RSI object configuration in the Genesys suite via the CME configuration tool.
Ed.03
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Configuration procedure
RSI
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