Table Of Contents - Alcatel OmniPCX Enterprise User Manual

Section - RSI
RSI
Overview ...........................................................................................................
1. Overview ..................................................................................................
Architecture .......................................................................................................
1. Basic RSI architecture...............................................................................
2. RSI architecture integrating an SSBD ......................................................
Detailed description ..........................................................................................
1. Overview ..................................................................................................
2. RSI operation ...........................................................................................
3. Features available to RSI agents and supervisors ..................................
4. RSI supervision from the CCS application................................................
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...........................................................................
5. Selecting the substitute or standard mode for the RSI agents................
6. Declaring the RSI agent domains and skills ...........................................
7. Configuring the voice guides that can be used for the RSI .....................
8. Declaring the RSI agents and supervisors...............................................
9. Configuring the parameters specific to the RSI agents and
supervisors ..............................................................................................
10. Declaring the RSI processing groups.....................................................
11. Assigning the agents and supervisors to the RSI processing
groups .....................................................................................................
12. Declaring the virtual hybrid link ...........................................................
13. Configuring the SSBD.............................................................................
Maintenance......................................................................................................
1. RSI defense ..............................................................................................
2. RSI maintenance commands....................................................................
3. SSBD maintenance...................................................................................
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A L C T
Alcatel OmniPCX Enterprise
Section - RSI
SUMMARY
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