Omnipcx Enterprise Manual
Short Description
The RSI (Routing Service Interface) is an OmniPCX Enterprise interface for voice call processing which improves integra...
Description
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Alcatel OmniPCX Enterprise
SECTION RSI
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Alcatel OmniPCX Enterprise Section - RSI
Section - RSI SUMMARY
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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Alcatel OmniPCX Enterprise Section - RSI
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Alcatel OmniPCX Enterprise Section - RSI
RSI Overview
44A01906500A000AAEN
RSI Overview Edition: 03
1.
Overview
The RSI (Routing Service Interface) is an OmniPCX Enterprise interface for voice call processing which improves integration of the Genesys Suite in the OmniPCX Enterprise environment. The Genesys suite is a CTI application for call centers that allows routing strategies for OmniPCX Enterprise incoming calls to be configured. The main services provided by the RSI are: - Routing calls to "non agent" sets - Delivering calls to an available OmniPCX Enterprise call center agent (local, network or external) using CSTA call routing services - Connecting to voice guides and detecting DTMF transmissions for a given call - Presenting real-time and deferred data provided by the Genesys and Alcatel modules - Providing ACD capacities to telephony features. These services can be controlled either by the OmniPCX Enterprise, or by a "Desktop agent" CTI application. - Performing back-ups on the OmniPCX Enterprise CCD if the network goes down or when there is no Genesys server - 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.
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Alcatel OmniPCX Enterprise RSI Overview
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Alcatel OmniPCX Enterprise Section - RSI
RSI Architecture
44A01906500A301AAEN
RSI Architecture Edition: 03
1.
Basic RSI architecture
IRD / URS Genesys Suite Tserver
CSTA
RSI 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: • Tserver (CTI Server): the module in charge of transmitting the information messages related to incoming calls (requests/responses) from the RSI to the Genesys suite and vice versa. • IRD (Interaction Router Designer): the interface in charge of editing the routing strategies to be applied to incoming calls • URS (Universal Router Server): the module in charge of executing the routing strategies associated with incoming calls. - The RSI, installed in the PCX and in charge of: • Receiving incoming calls • Providing the internal (agents, voice guides, DTMF detectors, etc) or external (IVR [Interactive Voice Response], etc) resources to the Genesys suite, so that the routing strategies can be applied to incoming calls. Messages between the RSI and the Genesys suite are exchanged by the CSTA services.
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Alcatel OmniPCX Enterprise RSI Architecture
2.
Section - RSI
RSI architecture integrating an SSBD
A Two-Way Synchronization Server or SSBD can be added to the previous basic configuration. The 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. - CFGLIB, which allows the Genesys suite RSI objects to be extracted and then transmitted to the OmniPCX Enterprise for synchronization. As for the other Genesys suite servers, the SSBD also uses the following interfaces for correct operation: - SCI (Solution Control Interface), which controls the interface from which the SSBD is started and stopped - SCS (Solution Control Server), which sends a start or stop request to the LCA with the SSBD parameters - LCA (Local Control Agent), which starts or stops the SSBD using the parameters provided by the SCS. Figure 1 : SSBD architecture
SSBD Genesys suite
Config Server
CFGLIB
Genesys suite
Tserver
LCA
Synchro Server
SCS
RSI ACAPI
OmniPCX Enterprise
SCI
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Alcatel OmniPCX Enterprise Section - RSI
RSI Detailed description
44A01906500A042AAEN
RSI Detailed description Edition: 03
1.
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.
2.
RSI operation
2.1.
Types of calls to the RSI
In communication
OmniPCX Enterprise RSI
Internal user 1
External user
Public network
Call in the RSI
2
2
Internal user
External user
There are several types of calls to the RSI: : Calls to the RSI initiated by an internal user1 in communication with an external user (RSI consultation call before transfer). During the consultation call, the internal user can request the following from RSI: 1
1
The internal user can also be an agent or an attendant.
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Alcatel OmniPCX Enterprise RSI Detailed description
Section - RSI
- Information on an RSI agent, and transfer of the external user to this agent, if desired. If the call is transferred, the transfer is said to be supervised2 - Direct transfer of the external user without waiting for the RSI agent response. In this case, the transfer is said to be blind2. 2
: Calls to the RSI initiated by an internal
1
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
Back-up CCD or RSI group OmniPCX Enterprise RSI SET_FEATURE_ROUTING_ENABLE Call in the RSI
Genesys solution
In its capacity as the point of entry for calls, the RSI is considered to be a routing point by the Genesys environment and is therefore controlled by the Tserver. The RSI supports the registration service of the routing point SET_FEATURE_ROUTING_ENABLE that enables the Main Tserver to identify itself with respect to the RSI3. If there is no TServer implementing the RSI, or if the link with the TServer is inoperative, the call is immediately routed to the overflow address configured in the RSI (back-up CCD, RSI group). Otherwise, a route request is sent to the Genesys suite via the Tserver ( 1 in the following figure). This applies to direct RSI calls and RSI consultation calls before supervised transfer. RSI consultation calls before blind transfer are in the Call Consultation state as soon as they arrive in the RSI. During this phase, the calling party can: - Cancel the consultation call and return to the initial communication - Transfer the caller to the RSI. In this case, the calling party can hang up, and a route request is sent to the Genesys suite via the Tserver (in 1 ).
2 3
Transfers from consultation calls are configured in system management. An RSI can be supervised (Monitor) by several Tservers, but activated (Enable) by only one.
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Alcatel OmniPCX Enterprise Section - RSI
RSI Detailed description
7
2
Back-up CCD or others
Local agent
3 OmniPCX Enterprise Remote agent (external or network)
RSI 1 Call in the RSI
4
Genesys solution
Voice guide 6
5 DTMF detection
CCiVR or others
The incoming call is assigned one of the following routing methods by the URS: -
2
Routing to an available local agent or business set
-
3
Routing to an available network or external agent or business set
-
4
Parking on an OmniPCX Enterprise voice guide
-
5
Request for DTMF transmission acknowledgement by the OmniPCX Enterprise
-
6
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. Note: A timer is activated as soon as the call arrives in the RSI (RSI overflow timer). If no action has been performed by the URS when this timer elapses, the call is distributed to the overflow address associated with this timer (back-up CCD, etc) (in 7 ).
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Alcatel OmniPCX Enterprise RSI Detailed description
2.3.
Section - RSI
Calls distribution in the RSI
2.3.1. Routing calls to agent 2.3.1.1. Principle
Back-up CCD or others OmniPCX Enterprise
RSI
1
Route Request
2
Route Select Agent 1
4
RouteEnd Genesys solution
3
Agent 1
The procedure for routing a call in the RSI to an agent is: -
1
: An available agent is searched (ROUTE_REQUEST)
-
2
: An available agent is selected (ROUTE_SELECT)
-
: 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. 3
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
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Alcatel OmniPCX Enterprise Section - RSI
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 2 , 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. The RSI informs the calling party that their call is now seen as an RSI consultation call before blind transfer. The calling party can either: • Cancel it and return to the initial call • Transfer the call to the RSI. In this case, a ROUTE_REQUEST is sent to the Genesys suite and an available agent is searched (stage 1 ). 3. At stage 2 , if the URS is configured to route this type of call but the RSI overflow timer elapses and there is no script is attached to it, the Tserver sends an end of service (ROUTE_END) notification to the RSI. The RSI distributes the call to the overflow address associated with the timer (back-up CCD [local or network], etc). 2.3.2. Rerouting calls to agent
Back-up CCD or others OmniPCX Enterprise
RSI
1
4
Agent 1
Agent 2
2
Reroute Request
3
Route Select Agent 2
5
RouteEnd Genesys solution
If call routing, as described in the previous paragraph, fails because the selected agent (in 1 ) cannot be reached or becomes busy, the REROUTE_REQUEST service searches for another agent. The routing strategy is: -
2
: A new agent search is requested (REROUTE_REQUEST)
-
3
: A new available agent is selected (ROUTE_SELECT)
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Alcatel OmniPCX Enterprise RSI Detailed description
-
-
Section - RSI
: 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
5
: An end of service (ROUTE_END) notification is sent.
2.3.3. Parking calls When all resources are being used, calls cannot be routed to a free agent. Calls are parked in the URS waiting queues and "busy" processing is applied to them. The routing strategy can: - Broadcast: • Hold music • A voice guide • A busy, silent, or ring tone. - Acquire DTMF transmissions -
Broadcast a voice guide and acquire DTMF transmissions simultaneously
- Route to an interactive voice server (CCiVR). During any of the above, the initiator of a consultation call before supervised transfer can: - Transfer the call to the RSI - Cancel the consultation call and return to the initial call. 2.3.3.1. Broadcasting hold music, a voice guide, or a tone
OmniPCX Enterprise
RSI
1
Route Request
2
Generate Telephony Tones
4 Telephony Tones Generated 3
Music
Genesys solution 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 2 allowing voice guide parameters to be transmitted (OmniPCX Enterprise voice guide identification and duration).
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Alcatel OmniPCX Enterprise Section - RSI
RSI Detailed description
When the voice guide ends 3 , a CSTA notification 4 (Telephony Tones Generated) is sent to the URS via the Tserver. 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 2 that allows voice guide parameters (such as choice of language, whether the caller can or cannot interrupt by entering a DTMF code on their phone, OmniPCX Enterprise voice guide identification) to be transmitted. When the voice guide ends 3 , a CSTA notification 4 (Telephony Tones Generated) is sent to the URS via the Tserver. 3. Busy, silent, or ring tone: the routing strategy can broadcast a busy, silent, or ring tone. On request by the Tserver, the tone is generated by the OmniPCX Enterprise when processing is interpreted by the URS. When the PCX finishes generating the tone 3 , a CSTA notification 4 (Telephony Tones Generated) is sent to the URS via the Tserver. 2.3.3.2. Acquisition of DTMF transmissions OmniPCX Enterprise Linux Call Server Media Gateway
RSI
1
Route Request
2
Start Data Collection
4
Data Collected 1, 3, 5 ...8
3
Genesys solution
DTMF detection
On DTMF transmission, the codes are collected (on Tserver request) by the OmniPCX Enterprise, using its internal resources. The Tserver sends a CSTA service Start Data Collection 2 request to the PCX. Data collection is performed by the OmniPCX Enterprise. When data collection is complete 3 , CSTA information containing the data acquired 4 is sent to the URS via the Tserver. Note: If data acquisition cannot be performed, the request is refused. 2.3.3.3. Acquisition of DTMF transmission + broadcast of a voice guide The routing strategy can simultaneaously broadcast a voice guide and acquire DTMF transmissions. The voice guide is stopped as soon as the first DTMF digit is detected. Connection to the voice guide and detection of DTMF transmission are performed (on Tserver request) by the PCX via the CSTA services Generate Telephony Tones and Start Data Collection (see above sections and figures).
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Alcatel OmniPCX Enterprise RSI Detailed description
Section - RSI
2.3.3.4. Routing to an interactive voice server (CCiVR)
OmniPCX Enterprise
RSI 1
Route Request
2
Route Select (IVR)
Genesys solution
Call in the RSI 3 4
CCiVR
Agent
Consultation Call/TransferCall (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 § 2.3.1 : Routing calls to agent). This feature can be used via the CSTA routing services (Route Request 1 and Route Select 2 ). Access to the interactive voice server (CCiVR) is controlled by the Tserver 3 . When an agent becomes available, the call is sent to this agent by the Tserver via the CSTA service ConsultationCall/TransferCall 4 . Note: If no agent is released and the IVS scenario is for transfer to the same RSI, then the routing strategy resumes at the point where transfer to the IVS was performed (Busy Treatment). 2.4.
RSI processing groups and agents
2.4.1. Agents Agents are declared RSI agents when they enter an RSI processing group following the Log-on operation. Agents declared as RSI agents have access to RSI features (Log-on/Log-off, withdrawal, etc.) available to them, as described in § 3.2 : Agent or supervisor features associated with an RSI processing group. A call is defined as an RSI call when it is distributed according to a Genesys routing strategy from an RSI routing point to an RSI agent. In this case, the RSI agent can access the RSI features (Pause, Wrap-up, etc) as described in § 3.1 : RSI agent and supervisor basic features. However, consultation calls to the RSI before supervised transfer are considered as RSI calls only when the calling party transfers the first call to the RSI agent. Until the transfer occurs, RSI features are not available to the calling party. Note: A CCD agent can also log on and enter an RSI processing group and thus receive RSI calls. 2.4.2. Processing groups Depending on whether or not there is a back-up CCD, different types of processing groups must be created: - RSI: If there is no CCD, RSI processing groups must be created for agents to be able to log on. In this case, except for private calls, the only calls that can be received by these agents are RSI calls. Important: There cannot be more than 100 agents simultaneously logged on an RSI processing group. Beyond this point, any attempt by a new agent to connect to the processing group fails.
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A L C
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Alcatel OmniPCX Enterprise Section - RSI
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). Note: RSI processing groups can also be used for agents not processing back-up. With back-up CCD :
Without back-up CCD :
OmniPCX Enterprise
OmniPCX Enterprise
RSI
RSI
Genesys solution
Genesys solution CCD calls
RSI calls GT RSI RSI calls CCD PG
3.
Features available to RSI agents and supervisors
The RSI provides CCD features on agent and supervisor sets. These features are configured at the RSI objects level: routing points, processing groups, agents or supervisors. 3.1.
RSI agent and supervisor basic features
The RSI agent and supervisor features are: - Transaction code - Automatic wrap-up - Pause - Consultation call/transfer/conference/pick-up - Manual hold/retrieve (resume). The following features (identical to those of CCD agents or supervisors) apply to RSI agents or supervisors: - Agent presentation guide: see the module CCD - Feature - Specific facilities. This service is configured at RSI agent level. - Automatic voice mail forwarding: see the module CCD - Feature - Specific facilities. This service is configured at RSI agent level.
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Alcatel OmniPCX Enterprise RSI Detailed description
Section - RSI
- 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. This feature is configured at RSI level. The parameters for the transaction code are: - The number of digits in the transaction code (1 to 15) - A transaction code entry timer. During this operation, the agent is considered to be busy and cannot take a call. 3.1.2. Automatic wrap-up Wrap-up automatically allows an agent to be inaccessible after completing an RSI call (not take any further incoming calls during the following period) so as to be able to work on the call just completed. The duration of wrap-up is configured at RSI level. 3.1.3. Pause Pause allows an agent to be unavailable for RSI calls. During pause, the agent can receive internal or external personal calls. The duration of pause is configured at RSI level. 3.1.4. Consultation call/transfer/conference/pick-up An agent can make a consultation call, a call transfer, and a conference call on an RSI call. An agent can pick up an RSI call by entering the direct, group, or processing group call pick-up prefix. 3.1.5. Manual hold/retrieve An agent can put an RSI call on hold. A guide is then broadcast to the caller. This guide is configured at RSI level. The agent can perform this operation either by using the Hold key or by entering the hold prefix. 3.2.
Agent or supervisor features associated with an RSI processing group
The agent or supervisor features associated with an RSI processing group are identical to those of an RSI processing group, except for log-on/log-off and withdrawal features. - Log-on/Log-off This feature allows an agent to log-on (become available) or log-off (become unavailable) for RSI call distribution. The service and configuration are the same as for a CCD. - Withdrawal This feature allows an agent to withdraw from RSI distribution by using the Withdraw key, dialing the withdraw prefix, or by the CSTA service. The agent cannot receive RSI calls (unless transferred by another agent), but can receive all other types of calls. Note: Unlike a CCD processing group agent, the last agent of an RSI processing group can withdraw from the group even if RSI calls are not processed or are pending.
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A L C
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Alcatel OmniPCX Enterprise Section - RSI
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
Types of withdrawal
Agent login processing group
Withdrawal after log-on
Agent login processing group
Cancellation of forwarding at log-on
Agent login processing group
Withdrawal on no answer
Agent login processing group
RSI call release forbidden
Agent login processing group
Automatic headset connection
Agent login processing group
Manual wrap-up
Agent login processing group
Eternal wrap-up
Agent login processing group
Manual wrap-up in pause mode
Agent login processing group
Idle after manual wrap-up during pause
Agent login processing group
Outgoing calls forbidden
Agent login processing group
4.
Refer to
the module CCD - Feature Telephone facilities part 1
the module CCD - Feature Telephone facilities part 2
RSI supervision from the CCS application
If the CCD is used for RSI back-up, the CCS application can be used to supervise real-time RSI processing group data for all types of calls (private, CCD, RSI). The CCS application also allows: - The RSI processing group parameters to be configured - Agents and supervisors to be assigned/un-assigned to the RSI processing groups - Agents and supervisors to be entered/withdrawn from the RSI processing groups. The CCS application does not allow: - Statistiques on RSI calls to be output
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Alcatel OmniPCX Enterprise RSI Detailed description
Section - RSI
- The RSI objects other than RSI processing groups to be configured.
5.
The SSBD in the RSI environment
5.1. Overview In an RSI environment without a Two-Way Synchronization Server (SSBD), the administrator must configure 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. The administrator must understand RSI object organization in the OmniPCX Enterprise and in the Genesys suite. If the SSBD is introduced into the RSI environment, the administrator does not need to perform both RSI object configuration operations. The SSBD initiates a process for synchronizing the OmniPCX Enterprise RSI objects with those of the Genesys suite. If the administrator configures an RSI object on one side, the SSBD applies the modification to the other side. 5.2. Synchronization process The synchronization process consists in providing the master side with RSI object feedback and ensuring they match those of the slave side. The synchronization master is determined depending on the operating mode. If the RSI objects on the slave side do not match those on the master side, the SSBD server updates the slave side. Once synchronization is complete, the OmniPCX Enterprise RSI objects and those of the Genesys suite are synchronized. SSBD
Genesys suite
Connection
OmniPCX Enterprise
Synchronization (if master PCX)
RSI objects
or
RSI objects
Synchronization (if master Genesys)
The RSI objects subject to synchronization are: - The objects that have a directory number (on OmniPCX Enterprise side) or a DN (on Genesys side). These are the ACD authorized phone sets, the agents, the RSI processing groups, etc. - The voice guides - The skills.
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A L C
T E L
Alcatel OmniPCX Enterprise Section - RSI
RSI Detailed description
There are two synchronization methods: - The static mode: In this synchronization mode, any RSI object creation, modification, or deletion requires the synchronization process to be restarted. The administrator must explicitly or implicitly indicate the master side.
or SSBD
SSBD
Genesys suite
OmniPCX Enterprise
Genesys suite
OmniPCX Enterprise
RSI objects
RSI objects
RSI objects
Synchronization (if master PCX)
RSI objects Synchronization (if master Genesys)
- The dynamic mode: In this synchronization mode, the administrator is not required to restart the synchronization process after RSI object creation, modification, or deletion. The SSBD automatically initiates the synchronization process each time an RSI object is configured. In addition, the administrator can configure the RSI objects on the OmniPCX Enterprise side as well as on the Genesys side, the master being temporarily the side where the modification is performed. SSBD Genesys suite
OmniPCX Enterprise
RSI objects
RSI objects Dynamic synchronization (two-way)
There are two operating modes: - The standard mode: In this operating mode, each Agent RSI object must be associated with an 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.
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Alcatel OmniPCX Enterprise RSI Detailed description
Section - RSI
Note: In this mode, an agent can only log on the ACD authorized phone set with which they are associated. - The substitute mode: In this operating mode, it is not required to associate the Agent RSI object with the ACD authorized phone set RSI object. Note: In this mode, and if the agent is not associated with an ACD authorized phone set, the agent can log on on any ACD authorized phone set. Principle: OmniPCX Enterprise Agent
Genesys suite
OmniPCX Enterprise
Person
Genesys suite
Agent
Person
Correspondence
Co
rre
Agent logon Pro-ACD
Place
sp
on
de
nc
e
Pro-ACD
Place
Correspondence
Substitute mode OmniPCX Enterprise Agent
Genesys suite Person
Correspondence
Agent logon
Event feedback Pro-ACD
Place Correspondence
One of these operating modes is selected in the T-Server on the Genesys side and in system management on the OmniPCX Enterprise side. To prevent any conflict while the SSBD synchronizes the RSI objects, the administrator must follow the instructions and information displayed in the tables in § 5.3 : Correspondence tables: OmniPCX Enterprise RSI objects and Genesys suite RSI objects. 5.3. Correspondence tables: OmniPCX Enterprise RSI objects and Genesys suite RSI objects This correspondence table lists all types of RSI objects that can be configured on the OmniPCX Enterprise side and on the 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.
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RSI Detailed description
Table 1 : Writing conventions used in the table ACD authorized phone set
Type of object
Þ
Access path to the object
qmcdu
Parameter subject to synchronization
ACD authorized phone set
Parameter whose value is entered during object creation only.
(*)
Parameter that must be specified. During synchronization, if there is no value or if it is incorrect, the SSBD deletes the object on the other side.
(**)
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).
Table 2 : RSI object correspondence table OmniPCX Enterprise
Genesys suite
ACD authorized phone set Þ Users Directory Number = qmcdu (*) Directory Name = Name Directory First Name = First Name ACD station = (note 1) - ACD authorized phone set (Pro-ACD) - No (Business) Set Type = 4035T, 4004 or 4037 (note 2) Ghost Z = false (when Set Type = Analog) (*)
Extension Þ Switches/pabx_name/DNs Type = Extension (*) (**) Number= qmcdu (*) Switch Specific Type = 1 Alias = Name_FirstName_qmcdu (note 3)
Business Þ Users Directory Number = qmcdu (*) Directory Name = Name Directory First Name = First Name ACD station = (note 1) - ACD authorized phone set (Pro-ACD) - No (Business) Set Type = Analog or Reflexes set Ghost Z = false (when Set Type = Analog) (*)
Extension Þ Switches/pabx_name/DNs Type = Extension (*) (**) Number= qmcdu (*) Switch Specific Type = 1 Alias = Name_FirstName_qmcdu (note 3)
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Place Þ Place Name = qmcdu DN list has Extension qmcdu (and no more than one extension)
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Section - RSI
OmniPCX Enterprise
Genesys suite
Ghost Z Þ Users Directory Number = qmcdu (*) Directory Name = Name Directory First Name= First Name Set Type = Analog (*) ACD station = No (*) Ghost Z = true (*) Vad Use for Ghost Z = true (*)
Extension Þ Switches/pabx_name/DNs Type = Extension (*) Number = qmcdu (*) Switch Specific Type = 4 (*) Alias = Name_FirstName_qmcdu (note 3)
Agent or Supervisor Þ Users Directory Number = qmcdu (*) Directory Name = Name Directory First Name = First Name ACD station = Agent or Supervisor (*) Set Type = 4035T, 4004 or 4037 (note 2) (*)
ACD Position Þ Switches/pabx_name/DNs Type = ACD Position (*) Number = qmcdu (*) Alias = Name_FirstName_qmcdu (note 3) Switch specific type = 1 (Agent) or 5 (Supervisor) (*) Register = true (*) Login ID = Agent Login qmcdu (*) State Enabled = true (*)
Þ Applications/CCD/CCD Users/Operations data management Associated phone set = (note 4) - in standard mode : qmcdu2 (*) - in substitute mode : empty or qmcdu2 (*) Skill activation = - Active Skills = AG_ActiveSkills - Inactive Skills = AG_InactiveSkills
Agent Login Þ Switches/pabx_name/Agent Logins Code = qmcdu (*) Person Þ Persons First Name = FirstName Last Name = Name User name = Name_FirstName_qmcdu (note 3) Login ID = Agent Login qmcdu (unique) (*) Is Agent = true (*) Employee ID = qmcdu ( (*) in substitute mode) Default place = (note 4) - in standard mode: qmcdu2 (*) - in substitute mode : any value. Skills = AG_ActiveSkills Annex/synchro data/inactive skills = AG_InactiveSkills Place Þ Places (note 5) - in Standard Mode: ACD Position 'qmdcu' enabled (*) - in Substitute Mode: ACD Position 'qmcdu' disabled or No ACD position (*)
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RSI Detailed description
OmniPCX Enterprise
Genesys suite
Agent attachment to Processing Groups Þ List of Attachments
Agent Group Þ Agent Groups/PG_name AG_Name (*) Place Group Þ Place Groups/PG_name ProAcdQMCDU
Agent Processing Group Þ Applications/CCD/Processing Group Directory Number = qmcdu (*) Name = PG_name Type = Agent
ACD Queue Þ Switches/pabx_name/DNs Type = ACD Queue (*) Number = qmcdu (*) Register = false Alias = PG_name_qmcdu Annex/Synchro Data/Related_type = RSIPG Place Group Þ Place Groups Origination DNs = ACD Queue numbered 'qmcdu' (*) (and no other ACD Queues; There must be only one Place Group with this Origination DN) Name = PG_name Agent Group Þ Agent Groups (**) Origination DN = ACD Queue numbered 'qmcdu' (*) (and no other ACD Queues; There must be only one Agent Group with this Origination DN) Name = PG_name
RSI Processing Group Þ Applications/CCD/Processing Group Directory Number = qmcdu(*) Name = PG_name Type = RSI
ACD Queue Þ Switches/pabx_name/DNs Type = ACD Queue (*) Number = qmcdu(*) Register = false(*) Alias = PG_name_qmcdu Annex/Synchro Data/Related_type = RSIPG(*) Agent Group Þ Agent Groups (**) Origination DN = ACD Queue numbered 'qmcdu' (*) (and no other ACD Queues; There must be only one Agent Group with this Origination DN) Name = PG_name
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Alcatel OmniPCX Enterprise RSI Detailed description
Section - RSI
OmniPCX Enterprise
Genesys suite
RSI Routing Point (internal) Þ Applications/CCD/RSI RSI Directory Number = qmcdu (*) Directory Name = Name (qmcdu) Node Number = node number of system (*) External routing point = false (*) Application Type= Call Center (*)
Routing Point (internal) Þ Switches/pabx_name/DNs Type= Routing Point (*) Number = qmcdu (*) Register = true (*) Switch specific type = 2 (*) Alias = Name_qmcdu
RSI Routing Point (external) Þ Applications/CCD/RSI RSI Directory Number = qmcdu (*) Directory Name = Name (qmcdu) Node Number = node number of system (*) External Routing Point = true (*) Application Type= Call Center (*)
Routing Point (external) Þ Switches/pabx_name/DNs Type= External Routing Point (*) Number = qmcdu (*) Register = true (*) Switch specific type = 2 (*) Alias = Name_qmcdu
Skill Domain Þ Skill Domain Skill domain No. = Domain_Number Name = Domain_Name
Folder Þ Folder Parent Folder = Folder "Skills" (*) Name= Domain_Name Annex/SynchroData/Pabx_name = Domain_Number
Skill Þ Skill parameters Skill No. = Skill_Number (*) Skill domain No. = Domain_Number Name = Skill_Name
Skill Þ Skills Name = Skill_Name (*) Parent Folder= Folder "Domain_Name" (*) Annex/SynchroData/Pabx_name = Skill_Number
Voice Guide Þ Installation/Voice Guides Voice guide number = number (*)
Voice Prompt Þ Voice Prompts Name = number (*)
Note 1: 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. Note 2: Whatever the type of ACD authorized phone set, its creation on the Genesys side systematically results in its creation as 4037 on the OmniPCX Enterprise side. Note 3: The rules for creating RSI object aliases on the Genesys side are: - The alias is Name_FirstName_qmcdu on the Genesys side if the Name and FirstName parameters are not empty on the OmniPCX Enterprise side.
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Alcatel OmniPCX Enterprise Section - RSI
RSI Detailed description
- The alias is Name_qmcdu on the Genesys side if the FirstName parameter only is empty on the OmniPCX Enterprise side. - The alias is FirstName_qmcdu on the Genesys side if the Name parameter only is empty on the OmniPCX Enterprise side. - The alias is qmcdu on the Genesys side if the Name and FirstName parameters are empty on the OmniPCX Enterprise side. Note 4: Before completing this field, the current SSBD operating mode (standard or substitute mode) must be known. Note 5: 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. Deleting the Agent object does not result in the Place object being deleted on the Genesys side, whether synchronization is initiated in static (OmniPCX Enterprise is the synchronization master) or dynamic mode.
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Alcatel OmniPCX Enterprise Section - RSI
RSI Configuration procedure
44A01906500A160AAEN
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.
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Alcatel OmniPCX Enterprise RSI Configuration procedure
Section - RSI
- CCD configuration, if used as RSI backup.
3.
Declaring the RSI entry point
Object name: Applications > CCD > RSI Attributes: RSI directory number
:
Enter a directory number compatible with the installation numbering plan.
Directory name
:
Enter the RSI entry point name.
Node number
:
Enter the number of the local node on which the RSI has been created. Note: this number is visible using the Node number attribute of the Installation object.
RSI connection COS
:
Enter the connection category used for incoming and outgoing RSI calls.
RSI Feature COS
:
Enter the facility category used for incoming and outgoing RSI calls.
Public network COS
:
Enter the public network access category used for incoming and outgoing RSI calls.
Cost Center number
:
Enter the cost center number indicated on accounting records (between 0 and 1999). Default value: 255.
Cost/Chargeback COS
:
Justified (default value). Used for charge ticket (call detail record) emission in standard or business use.
Transaction code Dialing timer
:
Enter the time during which an agent can enter their transaction code at the end of a call. Initial value: 100 (units of 100 ms). The minimum value allowed is 10.
Nb of Transac.Code Dialing Digits
:
Enter the number of digits to be entered by the agent for the transaction (or business) code. Possible values: - 0: no transaction code to enter - 1 to 15: number of digits to enter for a transaction code. Initial value: 0.
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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). Initial value: 2.
Auto.WrapUp timer
:
Enter the time required for additional agent work (automatic wrap-up). Initial value: 6000 (units of 100 ms). 0: no automatic wrap-up timer for agents at the end of RSI calls.
RSI overflow timer
:
Enter the time before back-up in the event of no action from the URS (units of 100 ms).
RSI overflow address
:
Directory number of the back-up address.
Entity
:
Entity number used by the RSI.
Ringing overflow timer
:
Enter the time at the end of which call ringing is forwarded from the agent (units of 100 ms). Initial value: 0.
Ringing overflow address
:
Enter a directory number to which the call is to be forwarded when the ringing supervision timeout elapses. Note: If no overflow directory number is specified, the call is forwarded to the RSI.
Language number
:
Select the desired language.
InterGuide tone Number
:
Enter the number of the tone to be connected when switching from one guide to another (0 to 1024). Initial value: 2.
Local Call Authorization
:
Enter True if internal calls are to be handled. Initial value is False. Note: To permit internal calls, a virtual hybrid link must be configured.
External routing point
:
Enter False in normal operating mode. Enter True when the RSI is declared as the external routing point from the Genesys point of view.
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Alcatel OmniPCX Enterprise RSI Configuration procedure
Section - RSI
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.
Application Type
:
Select: Call Center.
4. Declaring the ACD authorized phone sets dedicated to the RSI agents and supervisors This operation is the same as that performed for ACD authorized phone sets dedicated to the CCD agents and supervisors. By default for the RSI, the main parameters to be configured for each ACD authorized phone set are: Object name: Users Directory Number
:
Enter a directory number compatible with the installation numbering plan.
Shelf Address
:
Enter the shelf number.
Board Address
:
Enter the position of the interface board in the shelf.
Equipment Address
:
Enter the equipment number of the board to which the set is connected.
Set Type
:
Select: - 4035T - 4004 - ANALOG.
ACD station
:
Select: ACD authorized phone set.
For the remaining parameters, refer to the module CCD - Prior management - § Creating CCD authorized phone sets (pro-CCD).
5.
Selecting the substitute or standard mode for the RSI agents
Reminder: This operation is to be performed only if a Two-Way Synchronization Server (or SSBD) is present in the RSI environment. Object name: System > Other System Param. > Spec. Customer Features Parameters ProACD forwarded to agent at logon
:
True: substitute mode. False: standard mode.
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RSI 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.
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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Alcatel OmniPCX Enterprise RSI Configuration procedure
Section - RSI
4. Assign the message to the voice guide via Applications > CCD > CCD Users > CCD Operations data management (see § 9 : Configuring the parameters specific to the RSI agents and supervisors). For voice guide No. 518, CCD waiting-queue-position: 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. For voice guide No. 520, RSI Digit Announcement: 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 Voice guides and music-on-hold - Management - § Managing voice guides. 3. Check the messages assigned to the voice guide per language via System > Voice Guides > Digit Announcement. 4. Record these messages in the same way as for dynamic voice messages: • 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). For voice guide No. 534, RSI Waiting time: 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 Voice guides and music-on-hold - Management - § Managing voice guides. 3. Select a voice guide and its duration via System > Voice Guides > Waiting time.
8.
Declaring the RSI agents and supervisors
8.1.
Principle
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. 3. Ensure the agent and supervisor facility category allows the ACD prefix to be used.
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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 > Prefix Plan Attributes: Number
:
Enter a number compatible with the installation prefix plan.
Prefix Meaning
:
Displays: Local Features
Local Features
:
Displays: ACD prefixes
8.3. Declaring agents and supervisors This operation is the same as that performed for the CCD agents and supervisors. By default for the RSI, the main parameters to be configured for each agent or supervisor are: Object name: Users Attributes: Directory Number
:
Enter a directory number compatible with the installation numbering plan.
Directory name
:
Enter the name of the agent or supervisor.
Directory First Name
:
Enter the first name of the agent or supervisor.
Shelf Address
:
Enter nothing (255 by default).
Board Address
:
Enter nothing (255 by default).
Equipment Address
:
Enter nothing (255 by default).
Set Type
:
Select: - 4035T - 4004 - ANALOG.
Tel. Features COS ID
:
Enter a number between 0 and 31 (0 by default). Note: This number is used to ensure that the agents and supervisors have the ACD prefix right (see § 8.2 : Configuring the ACD prefix).
ACD station
:
Select as appropriate: Agent or Supervisor.
For the remaining parameters, refer to the module CCD - Prior management - § Creating agents and supervisors. 8.4. Configuring the agent and supervisor facility category Ensure the ACD prefix is authorized in the phone facility category assigned to the RSI agents and supervisors. This number has been defined for each agent and supervisor during their respective declaration (see § 8.3 : Declaring agents and supervisors).
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Section - RSI
Object name: Classes of services > Phone Features Classes of Service Attribute: Phone Features Classes of Service : ACD prefixes
9.
:
Enter 1 (authorized).
Configuring the parameters specific to the RSI agents and supervisors
Object name: Application > CCD > CCD Users > CCD Operations data management Attributes: Directory number
:
Displays the directory number of the selected operator (agent or supervisor).
Operator type
:
Displays as appropriate: Agent or Supervisor.
Associated set
:
Two options: 1. Enter an ACD authorized phone set directory number (only one per operator). In this case, the operator cannot choose his physical set at Logon. 2. Leave blank. This permits the operator to choose his physical set at Logon (initial value). Important: If the RSI operates with SSBD, select 1. in Standard mode and 2. in Substitute mode.
Presentation message activation
:
This is used to activate the agent's presentation guide message when the agent is called. Leave this attribute at False when no agent presentation guide message has been recorded and selected for this set. Activation is only required once the voice guide message has been recorded and selected. It can be performed by either: - Setting the attribute to True - Directly from the agent set.
Presentation mess. number
:
Enter the number of the presentation message (presentation guide message number is between 4500 and 5499). The voice message assigned to the agent must be declared on a GPA for the agent to be able to record it and play it back. Initial value is 4500.
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Presentation mess. file Nb
RSI Configuration procedure
:
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. The number of the voice message is determined by the administrator. The file name of the presentation guide is automatically selected by the system. 2 to 5: the feature is enabled, and the agent has a voice message number and 2 to 5 voice guide files. The message number is defined by the administrator. The presentation guide file names are created by the agent.
Forwarding activ. on logon/logoff :
True: enables forwarding to voice mail to be automatically activated at logon/logoff. Initial value is False.
Skill set Note: skills are not transmitted by the URS to perform routing to the agent.
:
Use the following commands: - [Add] or [Remove] to insert or remove new skills. - [Next] and [Previous] to scroll through the skills.
Skill No.
:
Enter the number of the skill to be assigned to the agent (from 0 to 999). 0 to 79 correspond to the languages. 80 to 99 correspond to the media.
Skill Level
:
Enter the level required for this skill (1 [novice] to 9 [expert]).
Skill activation
:
True: this skill is taken into account by the RSI when there is a call request.
Agent facilities or Supervisor facilities (depending on the operator)
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Section - RSI
Self-assignable agent (for agent only)
:
Used to define the type of agent: - 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). Initial value. - Self-assignable agent: set to True. The agent can select their processing group at log-on (from the list of attachments) if the Preferential Processing Group parameter is set to False. Note: A supervisor is always "self-assignable".
Secret code expected (agent or supervisor)
:
Enter True if the agent (or supervisor) must enter their secret code/password at Log-on or Log-off. Initial value is False.
10.
Declaring the RSI processing groups
This operation is the same as that performed for the CCD processing groups. By default for the RSI, the main parameters to be configured for each processing group are: Object name: Application > CCD > Processing group Attributes: Directory number
:
Enter a directory number compatible with the installation numbering plan.
Name
:
Enter the name of the RSI processing group.
Type
:
Select: RSI.
The remaining RSI processing group parameters are the same as those of the CCD processing groups. Refer to the module CCD - Management - Part 2 § Agent type processing group for their meaning. Note that the CCD processing groups have more parameters. Note: The options of the parameter Display on agent screen are slightly different: the pilot display option in the CCD is replaced by the RSI entry point.
11.
Assigning the agents and supervisors to the RSI processing groups
The operation consists in assigning the agent(s) and/or supervisor(s) to an RSI processing group. 1. From the standard mgr or 47xx tool: Object name: Application > CCD > CCD Users > CCD Operations data management > List of Attachments Attributes:
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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. 2. From the CCS application (only if CCD is also present): a. From the main CCS window, Configurations menu, select the Processing group and PG_RSI items successively. b. From the RSI processing group configuration window, select the RSI processing group to which the agents and/or supervisors must be assigned from the drop-down menu. Then click on the Agent configuration... button. c. From the agent configuration window, select the directory All agents on all sites from the left-hand frame. The list of agents/supervisors is displayed in the following frame. d. Select one of the agents then, in the frame Attachment PG Agents, select the RSI processing group using the Add button. e. Repeat step d for each agent or supervisor to be assigned to an RSI processing group. Note: For more information on step d, refer to the module CCS - New Configuration - 2 § Agent configuration.
12.
Declaring the virtual hybrid link
To allow RSI calls from a local set, create a virtual hybrid link. 1. Object name: Inter-Node Links > Logical Links (ABC-F) Attributes: Link Name
:
Enter the name identifying the link.
Link Type
:
Select: Hybrid.
Adjacent Node
:
Enter the number of the local node. Note: The local node number is visible using the Node number attribute under the System object.
Adjacent network
:
Enter a number other than that of the local network.
Multi access hybrid link
:
Select True.
2. Declare the virtual hybrid link accesses: Object name: Inter-Node Links > Logical Links (ABC-F) > Hybrid Link Access Attributes:
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Alcatel OmniPCX Enterprise RSI Configuration procedure
Section - RSI
Access number
:
Enter the link access number.
Signalling Type
:
Select: B Channel
Called Number
:
Leave blank.
Repeat this procedure for the second hybrid link access.
13.
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. Refer to this documentation to configure the SSBD. For information: The following SSBD parameters must be configured: - The RSI objects subject to synchronization. These are the objects with a directory number (on the OmniPCX Enterprise side) or a DN (on the Genesys side), the voice guides, and the skills. - The synchronization master (OmniPCX Enterprise or Genesys suite) - The static synchronization mode (the static mode is required when the SSBD is installed for the first time). - The autoenable parameter: In case of a conflict on an object, it is indicated as disabled via an icon in the Genesys suite CME management tool. When the problem is corrected and if this parameter is validated, the system automatically enables the object. If this parameter is not activated, the administrator must activate it manually once the problem is corrected. Note: Creating, modifying, or deleting an RSI object systematically results in a log file being created after synchronization is performed. Among other things, it indicates whether the RSI object synchronization has passed or failed. This log file can be consulted via the SCI (Solution Control Interface) application.
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A L C
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Alcatel OmniPCX Enterprise Section - RSI
RSI Maintenance
44A01906500A400AAEN
RSI Maintenance Edition: 03
1.
RSI defense
The following types of defense are implemented in the RSI: 1. RSI not enabled or monitored, or no strategy linked. Note: The TServer default address is deliberately inoperative for systematic routing to the RSI back-up address. Only the Default destination (URS option) can be used if no strategy was allocated to the RSI, but this is not recommended. 2. No CSTA server response or associated Tserver response. 3. Tserver fault. There are two types of configuration to be considered: • A single TServer • Two TServers (High Availability configuration): Hot: If the main TServer is lost during a call, the stand-by TServer takes over, allowing current processing to continue without interruption. 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. Note: TServer default address is inoperative Depending on the case, incoming calls are routed as follows:
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Alcatel OmniPCX Enterprise RSI Maintenance
1
Section - RSI
RSI not enabled or not monitored or no strategy allocated
4
Loss of all TServers or CSTA Server
2
No CSTA or associated Tserver response
Deactivation and shutdown of monitoring for all RSIs Back-up address Yes Address managed in the RSI associated with the call
Back-up timer
No
3
Loss of TServer: - Single TServer config. - Dual TServer config.
5
OmniPCX switchover
6
Loss of TServer/ URS link
2.
Deactivation and shutdown of monitoring of all RSIs monitored by this TServer
In compliance with the RSI entity associated with the call
High Availaibility Hot Configuration
Switchover to TServer 2
Current processing continues
High Availaibility Warm Configuration
Switchover to TServer 2
Current processing lost
Deactivation and shutdown of monitoring of all RSIs TServer RSI back-up Adress
CSTA routing services
Any OmniPCX address
RSI maintenance commands
Two maintenance commands are used for the RSI: - Pilot2a - ccdn. 2.1. CSTA Pilot2a The CSTA tool pilot2a allows (with the set_feature and route_select commands) the routing of request data to be checked and a routing report to be obtained. Enter the command pilot2a -h followed by the OmniPCX host. Enter the command set_feature RSI number routing 1.
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Alcatel OmniPCX Enterprise Section - RSI
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. localhost> route_select X10 7000 1 |Invoke: SER_ROUTE_REQUEST (rose-id=5897 host=0) | cstaSearCrid=117559046=0x701cf06 | cstaSearRoid=5897=0x1709 | Connection 1 : (call=21,neqt=463,type=TYPE_PROVIDED:4) | Connection 2 : (call=0,neqt=0,type=TYPE_NOT_PROVIDED) | (L)Device 1 : "7100" | (PRIVATE) (L)Device 2 : "7002" | cstaSearFilt=0x00000000 0x00000000 | Feature : ident=0 invoke=0 val1=0 val2=0
| | | | | | | |
localhost> host : sent route select on Xref 117559046 (rose-id=7 host=0)
If the target is accessible, the ROUTE_END_REQUEST information is returned. localhost> Invoke: SER_ROUTE_END_REQUEST (rose-id=5898 host=0) | cstaSearCrid=117559046=0x701cf06 | cstaSearRoid=5898=0x170a | Connection 1 : (call=0,neqt=0,type=TYPE_NOT_PROVIDED) | Connection 2 : (call=0,neqt=0,type=TYPE_NOT_PROVIDED) | (L)Device 1 : ABSENT | (L)Device 2 : ABSENT | cstaSearFilt=0x00000000 0x00000000 | Feature : ident=0 invoke=0 val1=0 val2=0
2.2.
| | | | | | | |
ccdn
The command ccdn is used to check: - Monitoring (Monitor) of the RSI (identified when monitored by the letter T) by one or more Tservers (an RSI can be monitored by several TServers) - Activation (Enable) of the RSI (identified when enabled by the letter T) by a TServer (an RSI can only be enabled by a single TServer). Enter the command ccdn -d followed by the RSI number. localhost>ccdn —d 7100 -------------------------------------------------------------------------------------| Addres : 7100 |Lognum : 0 | -------------------------------------------------------------------------------------| Name : RSI | Type : Local | Prefix : | Node : 7 | -------------------------------------------------------------------------------------| Exploitation Category : 0 | Connection Category : 0 | | External Category : 0 | Taxation Category : Justified| | Transactation Code Dial. Timer : 100 | Language : 1 | | Hold on guide number : 2 | Wrap Up Time : 6000 | | Overflow Time Out : 150 | Overflow Address : | | Cost Center : 255 | Pause Time : 50 |
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Alcatel OmniPCX Enterprise RSI Maintenance
Section - RSI
| Entity Number : 0 | Digit nb for Transaction Code : 0 | | Ringing Overflow Address : | Ringing Overflow Time Out : 6000 | | Enable : T | Monitor : T | | Inter Guide : 28 | Local Control Authorization TRUE | -------------------------------------------------------------------------------------| CALLER'S LIST | | ------------| |Head = -1 | Last = -1 | Nb = 0 |NbMax = 52 | -------------------------------------------------------------------------------------| NO CALLER | --------------------------------------------------------------------------------------
3.
SSBD maintenance
3.1.
Modifying the SSBD configuration parameters
Any change to the SSBD configuration parameters is dynamically applied. 3.2.
Viewing the SSBD activity
Any SSBD activity generates a log file that can be consulted via the SCI (Solution Control Interface) application. 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). If an RSI object synchronization fails, alarm messages are returned at the object level and can be consulted via the CME (Config Manager Enterprise) configuration tool. From the CME main window, go to the configuration parameters of the concerned object, then to the part to display them. Note: By default, the part is not visible. To display the part, from the View menu, select Option and then activate The Show Annex Tab in objects properties option.
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