Declaring The Rsi Agent Domains And Skills; Configuring The Voice Guides That Can Be Used For The Rsi - Alcatel OmniPCX Enterprise User Manual

Section - RSI
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.
6.

Declaring the RSI agent domains and skills

Domain and skill declaration for RSI agents is performed in the same way as for the ACR. Refer to the
module ACR - Management - § Configuring skills.
7.

Configuring the voice guides that can be used for the RSI

7.1. Overview
Two types of voice guides are used for the RSI:
- The chained voice guides:
• No. 538: CCD agent presentation guide
• No. 518: CCD waiting-queue-position
• No. 520: RSI Digit Announcement
• No. 534: RSI Waiting time.
To configure chained voice guides, refer to § 7.2 : Configuring the chained voice guides for the RSI.
- Voice guides with dynamic messages. For example, a customized greeting message broadcast to
users when they call the RSI. These voice guides are configured in two steps:
• Creation (refer to the module Voice guides and music-on-hold - Management - § Managing
dynamic voice messages),
• Recording (refer to the module Voice guides and music-on-hold - Use - Recording dynamic
messages from a set).
7.2. Configuring the chained voice guides for the RSI
For voice guide No. 538, CCD agent presentation guide:
1. Check that the voice guide exists via System > Voice Guides (consultation mode).
2. If required, modify the voice guide parameters. For more information on their meaning, refer to
the module CCD - Prior management - § Setting common parameters for these guides.
3. Reserve a message (between 4500 and 5499) for the voice guide via System > Dynamic voice
guides > Assignment.
Note: The message must be assigned to a board (GPA, etc) for agents to be able to record it
from thier sets.
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Configuration procedure
RSI
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