OXO Expert Documentation - Call Center Office

8/19/2019 OXO Expert Documentation - Call Center Office

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Legal notice:

The information presented is subject to change without notice.

ALE International assumes no responsibility for inaccuracies containedherein.

Copyright © ALE International, 2015

The CE mark indicates that this product conforms to the following CouncilDirectives:- 2004/108/EC (concerning electro-magnetic compatibility)- 2006/95/EC (concerning electrical safety)- 1999/5/EC (R&TTE)- 2011/65/EU (RoHS)- 94/9/EC


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Chapter 1Expert Documentation structure

Chapter 2General Presentation

Overview .................................................................................................... 2.1

Licenses ........................................................................................................ 2.1

Terminology and Capacities .......................................................................... 2.2

Additional Information .................................................................................... 2.3

Services provided .................................................................................. 2.3

Architecture .............................................................................................. 2.4

General Description of Call Flows ................................................................. 2.4

Call Distribution ............................................................................................. 2.5

Recommendations ......................................................................................... 2.6

Hardware Configurations ............................................................................... 2.6

Chapter 3Installation and Startup

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Overview .................................................................................................... 3.1

Overview of the Configuration Procedure ...................................................... 3.1

Hardware and Software Requirements ......................................................... 3.1

Prerequisites to Running ACD Setup ............................................................ 3.3

Restrictions .................................................................................................... 3.4

ACD Setup ................................................................................................ 3.5

First initialization of the ACD ......................................................................... 3.5

ACD setup general tab .................................................................................. 3.6

ACD setup groups tab ................................................................................... 3.7

ACD setup profiles tab ................................................................................... 3.8 ACD setup agent/supervisor tab .................................................................... 3.9

ACD troubleshooting ...........................................................................3.11

Troubleshooting ............................................................................................3.11

Restarting the ACD .......................................................................................3.11

ACD default factory configuration .................................................................3.12

Chapter 4ACD-SCR Services

Overview .................................................................................................... 4.1

General Parameters ............................................................................... 4.1

Setup Parameters Overview .......................................................................... 4.1

General Parameters Overview ...................................................................... 4.2

General Tab ................................................................................................... 4.3 Group 1 - 4 and Group 5 - 8 Tabs ................................................................. 4.4

Types Tab .....................................................................................................4.10

Exceptional Days Tab ...................................................................................4.11

SCR Tab .......................................................................................................4.13

Maintenance Tab ..........................................................................................4.14

Agent Parameters .................................................................................4.15

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Configuration of agent parameters ...............................................................4.15

Smart Call Routing (SCR) ...................................................................4.21

Overview .......................................................................................................4.21 Configuration of SCR and Line Parameters .................................................4.22

Importing/Exporting Files ..............................................................................4.26

Chapter 5Announcements

Overview .................................................................................................... 5.1

Description of the Announcements ................................................................ 5.1

Operation ................................................................................................... 5.1

Selecting Announcements ............................................................................. 5.2

Creating Announcement Messages .............................................................. 5.3

Chapter 6Agent Application

Chapter 7Statistics Application

Chapter 8Supervisor Application

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Chapter 9Traceability

Overview .................................................................................................... 9.1

DISPLAYING ACD AGENT TRACE MESSAGES ......................................... 9.1

DISPLAYING ACD CALL TRACE MESSAGES ............................................ 9.2

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As of R10.1, the OmniPCX Office Expert Documentation has been split into fifteen separateddocuments, each corresponding to a chapter of the previous version of this documentation.

These documents are:

table 1.1: Expert Documentation structure

Documentation title Part number

[1] OmniPCX Office Expert Documentation: General Presentation 8AL91200xxAA

[2] OmniPCX Office Expert Documentation: Hardware: Platform, in-terfaces and devices

8AL91201xxAA

[3] OmniPCX Office Expert Documentation: User services 8AL91202xxAA

[4] OmniPCX Office Expert Documentation: Voice mail 8AL91203xxAA[5] OmniPCX Office Expert Documentation: Mobility 8AL91204xxAA

[6] OmniPCX Office Expert Documentation: VoIP services 8AL91205xxAA

[7] OmniPCX Office Expert Documentation: Private networks 8AL91206xxAA

[8] OmniPCX Office Expert Documentation: General applications 8AL91207xxAA

[9] OmniPCX Office Expert Documentation: Web-based tool 8AL91208xxAA

[10] OmniPCX Office Expert Documentation: OmniTouch Call CenterOffice

8AL91209xxAA

[11] OmniPCX Office Expert Documentation: Management tools 8AL91210xxAA

[12] OmniPCX Office Expert Documentation: Maintenance services 8AL91211xxAA

[13] OmniPCX Office Expert Documentation: Security 8AL91212xxAA

[14] OmniPCX Office Expert Documentation: System services 8AL91213xxAA

[15] OmniPCX Office Glossary 8AL91214xxAA

In the present document, cross-references are identified by the number in the first column ofthe above table.

Part numbers are given in the last column, where xx corresponds to the language code of thedocument.

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Chapter 1

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2.1 Overview

Alcatel OmniTouch Call Center Office is a call center application of OmniPCX Office RichCommunication Edition and is used to automatically distribute calls to the most appropriateagent, while also managing call queuing.

Alcatel OmniTouch Call Center Office is made up of the following modules:

- Automatic Call Distribution (ACD) for the distribution of calls. The ACD is used to managea large number of calls using a small number of agents through control of flows,proportionate distribution of calls between agents, and call queuing. The caller isimmediately connected to an agent or to the most appropriate service, the agents beingidentified by skills group.

- An Agent Assistant application to optimize management of agents, their activity andorganization into skills groups, and including an Agent Configuration application toparameterize some features and give specific rights to the agents.

- A Supervisor Console application.

- A Statistic Manager application to allow analysis of calls managed by the ACD.

The ACD is used to:

- improve call distribution and processing,

- process a larger number of calls,

- improve the output and efficiency of human resources,- supervise service quality,

- anticipate incoming calls using the statistics module,

- minimize operating costs.

Remark:

In this document, the term ACD, Automatic Call Distribution, is synonymous with call center.

2.1.1 Licenses

The Alcatel OmniTouch Call Center Office offer is available in one package (The Welcomepackage) offering additional options. It allows mixed configurations (from full basic to fulldesktop).

The additional options available on the welcome package are:

- One additional Basic Agent

- One additional Agent Assistant

- One additional Agent Desktop software license (includes Basic Active Agent and AgentAssistant application)

- One additional Supervisor Console software license

- One Statistic Manager software license

The associated rights are summarized in the following table:

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Welcome pack

Basic Agent 5 (Up to 32)

Agent Assistant (PC) Option (Up to 32)

Agent Desktop(Basic + Assistant)

Option (Up to 27)

Supervisor Option (Up to 8)

Statistic Option (HD required)

2.1.2 Terminology and Capacities

This section describes further the capacities of the ACD, as shown in the following diagram:

Terminal Types: The Alcatel OmniTouch Call Center Office supports the following sets foragents:

- Alcatel-Lucent 8 series Phones

- Alcatel-Lucent 9 series Digital Phones

- Alcatel-Lucent 300/400 DECT Handsets and 500 DECTs

- 8232 DECT

- 8242 DECT

- Generic GAP handsets in IP-DECT solution

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- Alcatel-Lucent OmniTouch 8118/8128 WLAN Handsets

- PIMphony Softphone

- 8001 Deskphone

- 8002 Deskphone

- 8012 Deskphone

- Alcatel-Lucent OmniTouch™ 8082 My IC Phone

- SIP Phones

- Analog sets

Note:

Alcatel-Lucent IP Touch 310/610 WLAN Handsets and Alcatel-Lucent Mobile IP Touch 300/600 sets are

not supported.

An IP Call Center, allowing remote agents can be deployed, provided the sets used are:Alcatel-Lucent 8 series Phones, PIMphony Softphone and SIP Phones, including 8002/8012Deskphone and 8082 My IC Phone sets.

Maximum number of agents: The maximum number of agents is 32 regardless of thehardware platform used. An agent can use any terminal of the system.

Maximum number of agents logged in: An agent must be logged in to a terminal on thesystem in order to use the call center services. The maximum number of logged in agents is 5,10 or 15 depending on the license package selected.

Login mode: Agents can be logged in to a terminal on the system in two different ways:

- fixed mode: By configuration. In this case, the agent is permanently logged in to the sameterminal.

- dynamic mode: The agent logs in to a free terminal of his/her choice using either theAgent Assistant (free seating operation) or the terminal login function. The agent logs outand frees up the terminal either by leaving the agent application or using the terminallogout function.

Agent Assistant Licences: A license is required for each active connection of the AgentAssistant. The number of licenses necessary corresponds to the maximum number ofsimultaneous connections required. The maximum number of licenses possible depends onthe license package selected.

Supervisor Console Licences: A license is required for each active connection of theSupervisor Console. The number of licenses necessary corresponds to the maximum number

of simultaneous connections required.

Statistic Manager Licence: This license is used to activate the Statistics application. It isincluded with the Welcome Office Pro packages and available as an optional extra with theWelcome Office package.

2.1.3 Additional Information

Auto-answer mode is applicable for ACD.

2.2 Services provided

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The table below summarizes the ACD general services.

Services Description

Type Informal and integrated

Queue Management of incoming calls with dynamic sizing based onpredefined parameters.

Search mode Distribution of calls via 3 possible configuration modes(longest idle time, fixed, rotating).

ACD groups Possibility of defining the parameters of 8 independent ACDgroups.

Opening criteria Automatic open/closed parameters for each ACD group. Upto 100 entries for exceptional closing opening days can bedefined and applied to selected or all groups. Groups can beopened/closed by:- forcing via the configuration,- time slot,- forcing via the Supervisor Console application.

ACD announcements Broadcasting of 7 ACD announcements (Welcome, queueannouncements, Deterrence, Customer code and Closing).

Priority ranking Managing the priority of agents in relation to the groups whichthe agent is assigned to.

Dynamic queue Depends on agent availability.

Leave queue Through reception of DTMF code.

Agents belonging to several

groups

An agent can belong to several ACD groups.

Overflow 1 group can overflow to another group (no cascading permit-ted).

Management Configuration of ACD call.

Group mailbox The group mailbox can be used if the caller is deterred,leaves the queue or if the group is closed.

2.3 Architecture

2.3.1 General Description of Call FlowsThe figure below shows how calls are processed.

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Figure 2.2: Call flows

*Callers can leave the queue by pressing *, to the group mailbox or to a transfer number.

** Queuing time can be limited to a maximum (configuration Max delivery Time parameter). Inthis case, calls are switched to the deterrence mechanism.

2.3.2 Call Distribution

The ACD receives all incoming calls and plays a greeting message. It manages the distributionof the calls according to the status of the group (open or closed), the status of the agents thatbelong to the group, and the order in which the call is received (first in, first out).

If the group is open and an agent is available, the call is routed to this agent. If the agent isbusy, the ACD will look for another available agent according to the call distribution rules

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(fixed, rotating, longest idle period).

If there are no available agents in the group, the ACD plays a message asking the caller tohold the line and places the call in the queue. As soon as an agent becomes available, the callis transferred to the available agent without waiting for the end of the hold message. It ispossible to define a maximum delivery time for calls parked in the queue. When agents are stillunavailable when the timer expires, waiting calls are routed to deterrence.

If there are no available agents and the queue is full (all ACD ports are busy), an incoming callis routed to a deterrence message, inviting the caller to call back later (default option). It ispossible to configure the ACD to place the call in the group mailbox, or to transfer it to aspecified number.

ACD waiting calls and deterrence message require the use of resource ports. A maximum of16 resource ports are available on the system. These ports are shared between ACD andMLAA. If the system does not run MLAA, 16 port are available for ACD: by default, 14 ports

are used for waiting calls and 2 for deterrence.If the ACD group is open and no agents are active (logged in and not in the sleeping status),the first call to this group will be routed to the transfer number if entered. Subsequent calls willbe either placed in the queue (default option) or routed to deterrence. If the transfer number isnot entered, all calls are routed to deterrence.

If the group is closed, the call is routed to a closed message (default option).

It is possible to configure the ACD so that a caller waiting in a queue can press the star key toescape from the queue. The call can be routed to the group voice mail box, or transferred to aspecified number.

All events are monitored by CSTA protocol, so you can use the agent and ACD group statisticsto optimize the ACD functions.

2.3.3 Recommendations

Certain rules should be observed in order to guarantee that the system is as user-friendly aspossible:

- Take the caller into account when thinking of an ACD group.

- When setting up the ACD group mail boxes, ask the people receiving the calls (operators,sales departments, technicians, etc.) what the main requests from callers are.

- Do not forget to define what happens outside working hours and during the weekends.

- Do not forget to define what happens when an internal telephone is not answered.

- Start by drawing the total structure on a piece of paper based on the fixed tree of the ACDand the relations between the automated attendant, mailboxes and info-text if necessary.

- At each stage, think carefully about the content of the voice message concerned.

2.3.4 Hardware Configurations

Alcatel OmniTouch Call Center Office can operate in a stand-alone configuration or in anetwork configuration.

2.3.4.1 Network Configuration

The drawing below shows a configuration example using a local area network to connectAlcatel OmniTouch Call Center Office.

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Figure 2: Network installation

This configuration uses a local area network to connect OmniPCX Office Rich CommunicationEdition. It manages the call center from client PCs connected to the local area network byusing the applications Agent Assistant, Supervisor Console, Statistic Manager, andPIMphony .

2.3.4.2 Stand-alone Configuration

The drawing below shows a configuration example when OmniPCX Office RichCommunication Edition is stand-alone and not connected to the local network, and thereforehas no associated applications.

Figure 3: Local installation

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3.1 Overview

3.1.1 Overview of the Configuration Procedure

Alcatel OmniTouch Call Center Office is supplied as pre-installed. The licenses must beloaded in the PCX before the configuration.

The applications Supervisor Console, Statistic Manager, and Agent Assistant can beinstalled on any PC.

The Alcatel OmniTouch Call Center Office is configured using OMC. Open an OMC sessionvia the path OMC/PCX Client/Call Distribution Services, to access the following four menus:

- ACD Setup: used to configure the parameters of the ACD in the PCX.

- ACD-SCR Services: used to configure the ACD groups, agents, and lines.

- ACD Voice messages: used to configure the ACD announcements.

- ACD Statistic manager: this menu is only accessible if installed.

Configuring the ACD involves the following operations:

Caution 1:

Check the OmniPCX Office Rich Communication Edition settings described in the Prerequisites

section before running ACD Setup.

1. Configure the ACD parameters in the PCX using ACD Setup:

• Check prefixes in the main numbering plan for login and logout.

• Create ACD Group mailboxes.

• Generate ACD profiles.

• Assign profiles to agent and supervisor phone sets.

2. Configure ACD-SCR Services:

Caution 2:

Run ACD Setup before configuring ACD-SCR Services.

• Configure general parameters: Defining ACD group parameters, call types, and ACDmaintenance parameters.

• Configure agents.• Configure the lines table.

3. Create the announcements using ACD Voice Messages.

3.1.2 Hardware and Software Requirements

3.1.2.1 Platforms supported by ACD applications

The following platforms are supported for the Agent Assistant, Supervisor Console, andStatistics Manager applications:

- Windows XP (with SP3)

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- Windows VISTA (32 bits with SP2)

- Windows 7 (32/64 bits with SP1)

- Windows Server 2008 R2 (64 bits with SP1)

- Windows 8 (32/64 bits)

Important 1:

Before installing ACD applications, activate FrameWork.NET functionalities: select the .NET

Framework x.x ckeck box in Windows 8 (32/64 bits) administration.

As of R9.2, ACD applications have been adapted to install the right functionalities they need

corresponding to the framework.NET version installed on PC.

For that, one of the framework.NET version must be installed on the PC (framework.NET 2.0

or framework.NET 3.5 with 2.0 option checked or framework.NET 4.0):

• If only framework.NET 4.0 is installed, then one version of the DLL is installed for ACD applications

• If framework.NET 2.0 is installed or if framework 3.5 with the 2.0 option checked, then another version of the DLL is installed for ACD applications

• If both versions are installed on the same PC, the DLL of framework.NET 4.0 functionalities is then installed

If .NET Framework x.x is enabled after the installation of ACD applications, ACD applications

must to be uninstalled and reinstalled to operate correctly.

Note:

Windows 8 RT is not supported.

- Windows Server 2012 (64 bits)

Important 2: Before installing ACD applications, activate FrameWork.NET functionalities: select the.NET

Framework x.x ckeck box in Windows Server 2012 (64 bit) administration.

As of R9.2, ACD applications have been adapted to install the right functionalities they need

corresponding to the framework.NET version installed on PC.

For that, one of the framework.NET version must be installed on the PC (framework.NET 2.0

or framework.NET 3.5 with 2.0 option checked or framework.NET 4.0):

• If only framework.NET 4.0 is installed, then one version of the DLL is installed for ACD applications

• If framework.NET 2.0 is installed or if framework 3.5 with the 2.0 option checked, then another version of the DLL is installed for ACD applications

• If both versions are installed on the same PC, the DLL of framework.NET 4.0

functionalities is then installed If .NET Framework x.x is enabled after the installation of ACD applications, ACD applications

must to be uninstalled and reinstalled to operate correctly.

In addition, the minimal display resolution of the screen must be: 1024 x 768 pixels

3.1.2.2 Hardware required on the PCX

On OmniPCX Office Rich Communication Edition, the mandatory hardware is either:

- A PowerCPU board

• When the PowerCPU board is used, a hard disk (20 GB minimum) is mandatory onlywhen the ACD statistics license is available

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Caution:

When the system to upgrade is running the embedded ACD application on the SD-CARD (FLASH memory), before adding a new hard disk, save the ACD configuration using

common tools. Otherwise your configuration is lost.

- A PowerCPU EE board

3.1.2.3 Requirements for client workstation running OMC

OMC runs on the following platforms:

- Windows 2003 (with Service Pack 1 or Service Pack 2)

- Windows 2003 R2 (with Service Pack 2)

- Windows XP (with Service Pack 2 or 3)

- Windows XP 64 bits

- Windows Vista (32/64 bits with Service Pack 1 or 2)

- Windows 7 (32/64 bits OS with Service Pack 1)

- Windows Server 2008

- Windows Server 2008 R2 (with Service Pack 2)

The following platforms are no longer supported for OMC:

- Windows 9x

- Windows ME

- Windows 2003 without Service Pack 1

- Windows 2000 (with Service Pack 4)

- Windows XP with Service Pack 1

The following items are also required on the workstation:

- The licenses necessary for the ACD

- Internet Explorer (release 6 or later) or Netscape Navigator (release 7 or later)

3.1.2.3.1 ACD Applications and Windows PC configuration

To display ACD applications correctly when using Windows XP, VISTA, 7 and 8, WindowsFont size DPI Scaling must be set to the "96 dpi" default scale.

You can check the dpi settings from the Windows Configuration panel:

Display properties -> Parameters -> Advanced -> General tab

Minimal display resolution of the screen: 1024 x 768 pixels

Important:

To install ACD Applications on Windows Vista or later editions, right click setup.exe and select

Run as Administrator. If this procedure is not used, some components may not be installed.

3.1.3 Prerequisites to Running ACD Setup

To ensure that the ACD setup works properly, check the following settings in OmniPCX OfficeRich Communication Edition before running ACD Setup.

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- Check that you have the correct ACD licenses.

- Check that there are enough directory numbers remaining for the 16 ACD ports in the mainnumbering plan.

- Check that the parameters of the internal numbering plan in OMC / PCXClient/Numbering/Dialing Plans / Internal Dialing Plan are configured in accordance withthe following rules:

• For local calls: local call function / start / end / base.

Note 1:

The base is always equal to the start of the numbering range

Example 1:

Function Start End Base

Local call 3000 3199 3000 OK

Local call 3000 3199 1000 Forbidden

• For group calls: group call function

Example 2:


Group call 600 619 600 OK

Group call 600 619 500 Forbidden

- Check that the directory numbers are allocated to the Hunting Groups in OMC/PCX

Client/Hunting Groups. The hunting group directory numbers may be available in themain numbering plan, but not assigned in the hunting group list. In this case, ACD Setupmay not find the hunting groups available. To avoid this situation, assign enough directorynumbers in the hunting group list.

- Check and/or modify the login and logout prefixes in the main numbering plan.

Example 3:


ACD prefix 680 681 0 OK

Note 2:

680 gets the function "Request of ACD log out".

681 gets the function "Request of ACD log in".

3.1.4 Restrictions

- Call Pick-up:The use of the "Call Pick-up" feature on ACD calls is forbidden.

When using Call Pick-up on an ACD call to an agent (the agent extension is ringing), ACDdoes not understand this action and transfers the call to an agent extension supervised viaCSTA: it is then an unknown extension which answers the call. ACD is not informed andthe call can be lost and rerouted, and the statistics will be incorrect.

If the ACD agent profiles are used and loaded to the agents, the "Call Pick-up" feature isautomatically disabled in the "feature design" of the agent extension.

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- Diversion:

On a set used as an ACD agent, a diversion to any type of destination can be configured.This diversion applies to external incoming calls only, as it uses the DDI number facility.This diversion does not apply to local calls, including calls managed by ACD for which theACD agent is called.

- SIP phones:

• Basic sip phones are not supported as ACD agent sets

• The agent statuses (On duty, Clerical work, Temporary absence, login, logout) are notdisplayed on SIP phones

• The Agent Assistant application on set is not available on SIP phones

• The functional codes for login/logout(681/680) ACD agent on set are not available onSIP phones

The PC based ACD applications (Supervisor Console, Agent Assistant, ACD services) canbe used to login/logout ACD agent on SIP phones.

3.2 ACD Setup

3.2.1 First initialization of the ACD

Running ACD Setup:

- creates 16 media virtual terminals.

- creates hunting groups with 16 ACD ports.

- creates virtual terminals for the voice mail boxes of the 8 ACD groups (optional).

- creates ACD key profiles and their links to the various agent and supervisor stations.

- allocates the key profile according to the profile's definition: 1 login/logout key; 4 agentstatus management keys and 1 supervision key per ACD group voice mail box.

- modifies the services category for the agent sets. Call interception is deleted.

- modifies the dynamic routing for the agent sets. External call forwarding is permitted.Internal call forwarding is possible if the queue wait threshold S1 is longer than themaximum ringing duration (defined in OMC/ACD-SCR Services/GeneralParameters/General tab).

Remark:

Many parameters are modified during the allocation of profiles to the agent stations:

To initialize the ACD, run ACD Setup (as described below) and on the General tab, enter thedirect dialing-in (DDI) number associated with each hunt group.

Caution 1:

You must not change directory numbers, virtual terminals used for ACD ports, group mail boxes

and hunting groups for ACD after running the ACD Setup. This will result in incorrect operation

and the ACD ports will lock up.

ACD Setup will perform a consistency check of the main parameters. If Setup detects aninconsistancy, it will display a warning message indicating in brackets the origin of theproblem.

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Caution 2:

The ACD directory is not automatically updated during the modification of the system's directory

or during the creation of a phone set. It is necessary to reset the ACD (or reset OmniPCX Office)

to have an identical image of the directory of OmniPCX Office in the ACD part for the creation or

modification of the list of agents.

To run ACD Setup, select the path OMC/Call Distribution Services/ACD Setup. The ACDSetup window appears with four tabs:

- General : shows the number of media virtual terminals created by OmniPCX Office RichCommunication Edition when the call center was installed (or ACD ports).

- ACD Groups: used to create and associate mailboxes with the ACD groups.

- ACD Profiles: used to assign profiles to agent sets and supervisor sets.

- Agents / Supervisors : lists the numbers of agent and supervisor sets.

3.2.2 ACD setup general tab

The General tab consists of the following areas:

- ACD Ports: The ACD ports drop-down box shows the number of virtual terminals requiredto start up the call center.

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- ACD Group Name: This feature controls the display of information on the agent's set

about incoming calls. When the ACD Mode box is checked, the Display of ACD groupname box is available. When this box is checked, the ACD Group name and the customerwaiting time will display on the agent's set for an incoming call.

When the ACD Mode box is unchecked, the box label becomes Multi-Secretary Modeand the second box is greyed (inactive). In multi-secretary mode, the DDI number or thecorresponding name of the incoming call is displayed on the agent's set. This mode isused when several DDI numbers are assigned to a unique ACD group.

- Service Codes: Four drop-down boxes show the prefixes used to change the status ofagents. Theses prefixes are programmed in the numbering plan of the OmniPCX OfficeRich Communication Edition and correspond to the groups containing the ACD ports. Thestatuses are:

• on-duty: The agent is assigned to an ACD group.

• off-duty: The agent has withdrawn from all groups.• clerical work: The agent temporarily withdraws from the call distribution chain to

perform an operation following a call, for example filling out an information screen. Atthe end of this clerical work period, agents must come back on duty so that they areavailable again to process a new ACD call. Clerical work periods are considered aswork time for call distribution criteria.

• temporary absence: the agent withdraws temporarily from the call distribution chainfor a break. At the end of this break, agents must come back on duty so that they areavailable again to process a new call. Periods of temporary absence are notconsidered as work/service time.

- ACD Call Numbers shows the group number available for the call center and theassociated DDI number. If the DDI number is entered, it will be automatically created in a

line of the Public Numbering Plan of OmniPCX Office Rich Communication Edition. Foreach DDI number created, a new group (containing the 16 ACD ports) will be automaticallygenerated.

Caution:

The group number and DDI number must be manually entered in the line parameter table in

ACD-SCR Services.

Click OK to save the data entered.

3.2.3 ACD setup groups tab

Use the ACD Groups tab to create a mailbox for the ACD groups. The mailbox created can beused when an ACD group is in deterrence or closure mode, or when a caller leaves the queue.

1. Click the ACD Groups tab. The ACD Groups window is displayed:

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2. Check the Mailbox box of the group that you want to select.

3. Click All to select all groups. All the boxes are automatically checked.

4. Click None to cancel the selection.

5. Click OK to confirm. The PCX creates mailboxes for the groups selected.

Notes:

• The number of the associated mailbox is the same as the number of the virtual terminal.

• It is possible to customize the ACD groups voice mail boxes using the "Remote custo" mode.The password to access the mail box is "1515" by default (As of R8.2, in case of 6 digits

password, the password to access the mail box is "151515" by default).

It is also possible to manage the mail box of a virtual terminal on a dedicated set, using the

"Voice mail unit" feature key with the virtual terminal destination.

• As of R8.2, the default number of digits to access a mailbox can be modified from 4 to 6, for enhanced security.

3.2.4 ACD setup profiles tab

Alcatel OmniTouch Call Center Office allows you to manage two types of ACD key:

- Keys for the operating status of agents corresponding to the groups previously created.

- Supervision keys for the mailboxes of ACD groups.

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Once the General tab has been confirmed, the ACD profiles must be generated if you want to

use them.

1. Click the ACD Profiles tab. The ACD Profiles window appears:

2. To generate the profiles, select Yes, regenerate profiles as listed below.

3. Click OK to confirm the new profiles.

Remark:

- The definition of the profiles obtained is predefined in the system. However, it is still possible to

modify them through standard management of profiles by selecting the path OMC / PCXClient /

Users-Base station List / Profiles .

- These profiles have an influence on service categories and transfers, given that calls to an agent

set must neither be transferred nor intercepted.

3.2.5 ACD setup agent/supervisor tab

3.2.5.1 Automatic assignment of keys

1. Click the Agents / Supervisors tab. The Agents / Supervisors window appears:

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2. In the Agents Sets area, click Modify. The ACD agent list modification window isdisplayed. It can be used to select agent sets.

3. In the Non-member(s) area, select the objects to be added and click the Add button. Theobjects selected appear in the Member(s) area.

4. Click OK.

5. To automatically assign profiles to sets, check the Apply ACD Agent Profiles to sets box.

6. Click OK.

7. Follow the same procedure to assign supervisor profiles.

Important:

Assigning an ACD profile to a set has the effect of:

- adding the following keys: 2 RGX, 2 RSB, 4 CTI, 1 login/logout function key and/or 8supervision keys for ACD group mail boxes.

- deleting internal dynamic transfers and inhibiting any type of internal transfer.

Remark:

ACD calls do not support any type of call transfer or interception.

3.2.5.2 Manual assignment of keys

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To assign an agent key manually, do the following:

1. Select the path OMC / PCXClient /Users-Base station List and select the set whose keysyou want to modify. Click Details, then Keys. A window displaying the keys of the setopens.

2. Click on the button of the key to be modified.

3. Select the Function Key type of key.

4. Click OK to confirm.

Agent keys correspond to the following function keys:

- CTI, Application 12, service 1 for "on duty" status,

- CTI, Application 12, service 2 for "off duty" status,

- CTI, Application 12, service 3 for "clerical work" status,- CTI, Application 12, service 4 for "temporary absence" status,

- The login/logout key is an ACD key function

For the Supervision keys of mailboxes, simply create Voicemail function keys for the virtualterminal corresponding to the mailbox of the ACD group.

Remark:

the assignment of profiles to sets is not checked (no checking of whether the set is an agent set or not).

3.3 ACD troubleshooting

In some rare cases, ACD does not start correctly and the ACD does not answer ACD calls.

3.3.1 Troubleshooting

- Start an OMC session and check:

• That the 16 virtual terminals for ACD ports are created and specified as media (in thesubscribers list/details).

• That the default ACD prompts are already loaded.

• That the ACD line parameters are correctly programmed.

• That you have the correct ACD licences.

• That you have enough free directory numbers remaining for the ACD ports in thenumbering plan and that the bases are correct.

• That the hunting group directory numbers are available in the hunting group list.

• That the group called in signalling mode feature is not selected inSystem/miscellaneous/Feature design/Part 2.

- Check that all the prerequisites to running ACD Setup have been met.

- Try to set up traces when restarting the system.

3.3.2 Restarting the ACD

1. Before starting, make sure there are enough free directory numbers for the ACD ports,ACD mail boxes and ACD hunting groups.

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2. Select the path OMC/Call Distribution Services/ACD Setup.

The ACD Setup - General Tab will appear.

3. Set the ACD ports to 0.

4. Click OK to restart the system.

5. Click Yes.

6. Select the Call Distribution Services/ACD Setup menu again in OMC.

7. Set the ACD ports to 16.

8. Click OK to restart.

9. Click Yes.

10. Select the path OMC/Call Distribution Services/ACD-SCR services/ACD General

parameters/Maintenance.

11. Select Stop the ACD function and click OK. The system asks "Do you really want to stopthe ACD function?".

12. Click Yes.

13. Restart the ACD function by selecting Start the ACD function. The system asks "Do youreally want to start the ACD function?".

14. Select Yes. The system is now operational.

3.3.3 ACD default factory configuration

If it necessary to return the system to the default configuration, follow this procedure:

1. Perform a reset to clear the call server.

2. Select the path OMC/Call Distribution Services/ACD-SCR services/Generalparameters/Maintenance.

3. Select Reload the factory configuration and click OK.

4. Reload the default ACD messages.

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This allows to configure:

- Port number

- Service codes

- ACD Hunting groups

- Group Mailboxes

- ACD Profiles

- Agents sets

- Supervisor sets

4.2.2 General Parameters Overview

To set the parameters of the call center services, select the path OMC / Call DistributionServices / ACD-SCR Services. The Call Distribution Services window appears.

1. Click the General Parameters icon. The Call Distribution Services - Generalparameters window appears:

The General Parameters window has six tabs:

• General: Use to configure parameters general to the call center.

• Group 1 - 4: Use to define parameters for groups 1 to 4.

• Group 5 - 8: Use to define parameters for groups 5 to 8.

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• Types: Use to define the type of call an agent receives.

• Exceptional days: Use to define up to 100 exceptional days, which can be applied toselected or all groups (Exceptional days are shared between ACD and SCR).

• Maintenance: Use to stop, start, and restore the ACD, and to perform log andstatistics file maintenance.

4.2.3 General Tab

Use the General tab to configure the call center general parameters. These parameters arecommon to the 8 groups.

1. Click the General tab.

2. Enter the S1 and S2 hold-on threshold value to define service quality criteria. The

Supervisor Console application uses these values to indicate, in real-time, the number ofcalls in the groups waiting for a period of time longer than S1 and S2. These values arealso used in the publication of statistics.

3. Enter the Stand-by time after call processing, the minimum time between twoconsecutive calls for the same agent.

4. Enter the Maximum ringing duration. If an agent does not answer within the number ofseconds entered, the call is routed to another agent or returned to the queue. The ACDalso uses this time delay when transferring a call to an internal or external called party or toa mailbox. If the called party does not answer within this time delay, the call isautomatically returned to the queue.

5. Enter the Time delay before overload messages flash, the number of seconds beforewhich the ACD will change the color of the group overload messages displayed on the

Supervisor Console.6. Enter the Maximum ringing duration before auto anwer, the number of seconds before

forcing an agent to answer a call. For more information see Configuring Agents andGroups - Agent Parameters - Force automatic call answer .

Note 1:

If this value is higher than the Maximum ringing duration (default value=20s), the force automatic

call is ignored and the call is tagged as NOANSWER in the log.

Note 2:

It is recommended to have the Maximum ringing duration before auto anwer lower than the

Maximum ringing duration value.

7. Enter the Length of calculation period for agent activity rates. You can choose to have

the activity rates print every hour or every half hour within the Supervisor Console.8. Check the Agents that do not answer are automatically removed box to cause an

agent not answering to be removed from the ACD group either for 10 seconds (see thefollowing parameter), or permanently. In the latter case, he/she must be put back "on duty".

9. Enter the Duration of agent's temporary removal after failure to answer, the period oftime for which an agent who fails to answer is removed from the ACD group.

10. Check Waiting begins before overflow time delay to start the statistics counter relatedto customer waiting times as soon as the call center answers. Otherwise, the counter startsafter the overflow time delay of the call.

11. Enter the Number of ACD ports for deterrence. Two ports are used for deterrence bydefault. These are not specific ports but the 2 last available ports out of 16.

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12. Click OK to confirm or Apply to confirm and stay in the current menu or Cancel if you do

not want to keep the changes.

4.2.4 Group 1 - 4 and Group 5 - 8 Tabs

Use the tabs Group 1 - 4 and Group 5 - 8 to define the parameters of the groups.

1. Click on the tab of the corresponding group(s).The following window appears where you can enter parameters for each group:

2. Enter the name of the group in Group heading. The group heading is displayed on the

Observation and Agent Assistant application screens, and on the agent's set if the Displayof ACD Group name option has been selected on the ACD Setup General tab.

3. Configure the following parameters:

• Opening Criteria

• Call Management

• Queue Management

• Search Mode

• Overflow Group

• Transfer Number

• Max Delivery Time

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• Priority Order

• Forced Status

4. Click Ok to save the group data for groups 1-4, or Apply to save the data and stay in thesame screen. Click Cancel if you do not want to keep the changes.

5. Follow the same procedure for groups 5 to 8 if necessary, by clicking the Group 5 - 8 tab.

4.2.4.1 Opening Criteria

The Opening criteria parameter allows to enter the opening and closing hours of the group,as follows:

1. Click on the Opening criteria button. The following window appears:

2. In the Opening time slots column, define one or two time slots for each day of the week.

Remark:

This data can be modified in real-time.

3. Click Apply to save the changes and stay on the same screen, or click Ok to save the dataand leave. Click Cancel if you do not want to keep the changes.

4.2.4.1.1 Reducing an Existing Time Range

If a day is defined in the exceptional opening days as well as in the standard opening days, thecriteria taken into account are the ones from the standard days.

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To take into account the criteria from exceptional opening days, an exceptional closing day

must be set before the exceptional opening day (this allows to reduce an existing opening dayin the standard opening days).

4.2.4.2 Call Management

To configure the Call management criteria:

1. Click the Call management button of the required group.The following window appears:

2. Select one of three possible actions in the event an ACD call is deterred:

• Broadcast the group deterrence announcement.

• Place the call in the group mailbox.

• Transfer to an internal or external number (6 digits max.). In case of failure, the call willbe transferred to the deterrence message.

3. Select one of three possible actions in the event an ACD caller presses Star to leave thequeue:

• Deactivate.



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4. Select one of three possible actions in the event an ACD caller ends the call:

• Broadcast the group closure announcement.



5. Click either Ok to save the data, or Apply to save and stay in the same screen. ClickCancel if you do not want to keep the changes.

4.2.4.3 Queue Management

The Queue management parameter allows to define how to process waiting calls in queuesfor a group:

1. Click the Queue management button for the appropriate group. The following screen

appears:

2. Enter the Queue length. The length is equal to N x k where,

• N = number of agents logged in to a terminal in the group (one license for each login).

• k = coefficient between 0 and 9, in steps of 0.1. The default value is: 1.0.The queue is considered to be saturated when the condition N x k is true.

If N x k is not a whole number, the value of the queue is rounded up to the next wholenumber.

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Example 1:

If 3 agents are logged in, regardless of their status (on duty status, pause status and complementary status) in the group, and if k =0.5, the length of the queue is: 0.5 x 3 =1.5, i.e. 2 agents. One off duty

agent is not taken into account.

3. Enter when to Broadcast estimated waiting time announcement according to the queuestatus of the ACD group. Three choices are possible:

• Broadcast an announcement if the rank in the queue is superior to x (this value can bedefined and it specifies the alert rank in the queue). Possible value: between 0 and 32.

Example 2:

If x = 3, the announcement broadcast starts when the call enters the queue if 3 other calls are

already queued. Once the announcement is broadcast, the ACD queues the call normally and

informs the caller about the queue status and the possibility of leaving the queue.

• Broadcast an announcement if the possible queue time is superior to xx minutes.Possible value: between 1 and 99. For the estimated queue time, the "average time foran ACD conversation" parameter must be typed.

Example 3:

If the possible queue time is superior to 5 minutes after the announcement broadcast, the ACD

queues the call normally and informs the caller about the queue status and the possibility of

leaving the queue.

• Broadcast is deactivated.

Note:

There is only one announcement per ACD group. The announcement by default is "system prompt

for the queue specific for group x". It can be modified with OMC or MMC Station.

4. Average duration for ACD conversations is the possible queue time calculated by the

system taking into account the number of queued calls, the number of agents on duty inthe group, and the average time defined by this parameter for an ACD conversation.Possible values are between 0 and 9999 seconds.

4.2.4.4 Search Mode

The Search mode parameter allows to define the method for distributing calls within thegroup.

Select the type of search from the drop-down menu. The following choices are possible:

- longest idle period: The ACD assigns the call to the agent whose last ACD call took placethe longest time ago.

Remark:

Non-ACD calls and the status of "temporary absence" are counted as "idle time".

- Fixed: The ACD assigns the call to the first free agent based on the priority rank of theagent in the group.

- Rotating: The ACD assigns the call through cyclical distribution.

4.2.4.5 Overflow Group

The Overflow group parameter allows to enter the number of another group called in theevent of overflow.

The time period is used to define after how many seconds the overflow function starts.

The time delay is enabled if no agent is free in the group requested.

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Remark:

This function allows a group which is underloaded to receive calls from a group which is overloaded.

If overflow occurs, the calls continue to stay in the queue of the group initially requested.

From a statistical point of view, calls are always assigned to the group initially requested.

Example:

Group 2 is specified as the overflow for group 1:

When a call arrives for group 1 and no agent is free in this group, a free agent is searched for in group 2.

If no agents in groups 1 and 2 are free, the call is placed in the queue of group 1.

When an agent in group 2 becomes free, if no calls are waiting for this group, the calls waiting for group 1

overflow to group 2.

4.2.4.6 Transfer Number

The Transfer n° parameter allows to define which set should be warned when an abnormalstatus occurs in a group. The transfer number cannot not exceed 6 digits. It can be:

- Any internal set number (preferably, the supervisor number of the application)

- An abbreviated number of OmniPCX Office Rich Communication Edition

When the transfer number is set and an abnormal status is detected (group open and no agenton duty):

- The first call is routed to the transfer number. If the transfer number is busy or does notanswer, a deterrence voice message is played

Note 1:

The first call will be identified by R in the accounting ticket.

- Other calls are processed as follows:

• If the Queue check box is selected (default value), calls are parked in queues

• If the Deterrence check box is selected, calls are routed to deterrence, which can be avoice announcement (default option), a voice mail or a specific number. For moreinformation, see: Call Management

Note 2:

These calls will be identified by T in the accounting ticket.

When the transfer number is not set and an abnormal status is detected (group open and noagent on duty), all calls are routed to deterrence.

This feature is effective when the group state:- Changes from open group with agents to open group with no agent on duty

- Changes from closed group to open group with no agent on duty

It is the responsibility of the supervisor to re-establish normal operation.

Note 3:

If the transfer number is an external number, only one external call is performed. This prevents other

successive external calls and charges.

4.2.4.7 Max Delivery Time

The Max delivery time parameter allows to define the maximum time a call can remain in the

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queue before redistribution to deterrence (which can be a voice announcement (default

option), a voice mail or a specific number). For more information, see: Call ManagementThe minimum and maximum time values are respectively 3 minutes and 240 minutes. If thisparameter is not set (as in the default value), the existing call process in the queue is used.

4.2.4.8 Priority Order

The Priority order parameter allows to define the priority group when simultaneous calls arereceived or when calls are waiting and agents belong to several groups. Enter a numberbetween 1 and 8. The same level of priority can be assigned to several groups. In this case,searches for available agents for waiting calls are conducted using the criteria of maximumqueue time only.

Note:

When agents belong to several groups and several ACD calls are received in the different queues for the

groups, while all the agents are busy, the calls remain in the queue. As soon as one agent is finished with

the ongoing communication, the call with the highest priority is transferred to this agent. As soon as a

second agent is free, the next call with the highest priority is transferred to this second agent, and so on

and so forth.

4.2.4.9 Forced Status

The Forced status parameter allows to define the status of the group regardless of the statusof the open/closed parameters of the time slot. Select the status from the drop-down menu.The available choices are:

- Closed: forces the group to be closed (for example, in the evening before the normalclosing time).

- Open: forces the group to stay open (for example, in the evening after the normal closingtime).

- Automatic: allows the system to return to the criteria defined in the time slot.

Remark:

switching from one status to another is never automatic; a command to return to normal mode must

be sent in order to re-examine the normal open and closed parameters again.

Forcing to open or closed status is indicated on the Supervisor screens by the letter M forManual. The group statuses are:

- OPEN M : group forced open

- CLOSED M : group forced closed

- OPEN : group open (in accordance with time slot or contact)

- CLOSED : group closed (in accordance with time slot or contact)

4.2.5 Types Tab

Use the Types tab to define the types of calls received by agents by assigning a heading andcode for calls being processed with the Agent Assistant.

1. Click the Types tab. The following screen appears:

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2. Enter up to ten service codes with corresponding descriptions. These type codes can beused to define the call type during an ACD call with the Agent Assistant application.

3. Click Ok to save the data or Apply to save the data and stay in the same screen. ClickCancel if you do not want to keep the changes.

4.2.6 Exceptional Days Tab

Use the Exceptional days tab to define the exceptional closing and opening days for allgroups.

1. Click the Exceptional days tab. The following screen appears:

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The defined exceptional days are listed in the table. To list opening days, check theOpened box at the top of the list. To list closing days, check the Closed box. Both openingand closing days are listed by default.Rules for defining exceptional days:

• If a particular day is defined both as an exceptional closing and exceptional openingday, the criteria for the exceptional opening day applies.

Example 1:

A full month can be defined as exceptionally closed. To remove just one day, define it as an

exceptional opening day.

• If a day is defined as an exceptional opening day as well as a standard opening day

(defined in the Opening criteria of the Group 1-4 or Group 5-8 tab), the exceptionalopening day criteria applies.

Example 2:

To define an exceptional opening time, define the day as an exceptional opening day with the

exceptional opening time.

• If a day is defined as an exceptional closing day as well as a standard opening day, theexceptional closing day criteria applies.

• To define different opening times for different groups for the same exceptional openingday, enter the day more than once, applying different opening times to different groups.

2. To add an exceptional day:

a. Select whether the day is closing (click the Closing day button), or opening (click the

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Opening day button).

b. If the day is an opening day, enter the exceptional opening times in the Timedrop-down boxes.

Important:

If an opening day has no opening times entered, the opening will not be recorded.

c. Enter the Day and Month of the exceptional day in the Date drop-down boxes. Todefine a full month, leave the day blank. The Year is optional.

d. Enter a Label for the exceptional day.

e. Select the ACD Groups to which this exceptional day applies by checking the box nextto the group number.

f. Select the SCR plannings to which this exceptional day applies by checking the boxnext to the planning number.

g. Click the Add button.

3. To change the criteria for a defined exceptional day:

a. Select the day from the list of exceptional days.

b. Make the desired changes.

c. Click the Change button.

4. To delete a defined exceptional day:

a. Select the day from the list of exceptional days.

b. Click the Delete button.

5. After adding, changing, or deleting days, click Apply to save the modifications and stay onthe Exceptional days screen, or click Ok to save modifications and leave the screen. ClickCancel if you do not want to save the modifications.

4.2.7 SCR Tab

Use the SCR tab to configure the plannings available for the Smart Call Routing application,see: Configuring the Lines - Smart Call Routing (SCR)

1. Click the SCR tab The following screen appears:

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2. Click the associated Ok button to perform the following tasks:

• Stop the ACD function: The ACD is stopped in the system.

• Start the ACD function: the ACD is started in the system.

• Re-load the factory configuration: the default ACD configuration is reloaded in thesystem.

Note:

A cold reset of the system does not delete the ACD configuration. To do this, use the Re-load

the Factory configuration button. The announcements are never deleted.

• Reinitialise the password of the Agent Configuration application to help1954.

• Delete all statistics files: erase all the statistics files from PBX.• Delete all log files: erase all the log files from PBX.

4.3 Agent Parameters

4.3.1 Configuration of agent parameters

4.3.1.1 Modification of the agent parameters

1. Click the Agent Parameters icon. The Call Distribution Services - Agent parameterswindow appears.

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• Agent n°. (number) : identification number of each agent (number of the lines, 1 to 32)

• Group (associated Groups): the agent's group; an agent can belong to several groups.

• Rank: priority rank assigned to each agent, in each of the groups they belong to.

• Station: directory number of the agent's set.

• Name: the agent's name.

• Status: operating status of the agent (on duty, off duty, clerical work or temporaryabsence).

2. For each line of the table (1 to 32), double-click on one of the headings. A data entrywindow appears for the current line. You can define the parameters of:

a. The groups to which the agent belongs, by checking and unchecking the associatedGroup boxes (1 to 8).

b. The priority rank of the agent in the groups he/she belongs to, by entering a number inthe Rank field (1 to 32). The priority rank is predefined if the group is using Fixeddistribution.

c. The set number of an agent, by entering a directory number in the Station field.

d. The name or identifier of the agent by entering a name in the Name field.

e. The status of the agent, by selecting On duty, Off duty, Temporary absence orClerical work in the Status drop-down menu.

f. Force Auto Answer: enable/disable the force automatic call answer option, see Forceautomatic call answer .

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3. Click Ok to confirm the data or Apply to stay in the current menu.

Caution:

During the modification of the system's directory or during the creation of a phone set, the

directory of ACD is not automatically updated. To obtain an identical image of the directory of

OmniPCX Office in the ACD part, for the creation or modification of the list of agents, it is

necessary to reset the ACD engine (or reset OmniPCX Office).

4.3.1.2 Assignment of agents to groups and operating status

The agent is characterized by his/her phone set and the operating status of the set. In order tooptimize their management, agents are organized into groups (skills groups for example).

An agent can belong to one or more groups. An agent can have one of the 4 operatingstatuses below:

1. On duty: the agent is assigned to ACD groups.

2. Off duty: the agent has withdrawn from all ACD groups.

3. Temporary absence: the agent has temporarily gone off duty for a break. At the end ofthis break, agents must come back on duty so that they are available again to process anew ACD call.Periods of temporary absence are not considered as work/service time in the statistics.

4. Clerical work: following a conversation, the agent may need to assess the call and fill outan information screen for example; he/she temporarily withdraws from the call distributionchain.Once this work is complete, agents must come back on duty so that they are availableagain to process a new call.Clerical work periods are considered as work time for the call distribution criteria in the

statistics.

Remark:

For the statistics, the "idle time" is processed differently, depending on whether the agent is

temporarily absent or is doing clerical work,

- if the agent is temporarily absent, the activity time is taken into account from the last ACD

conversation (when the agent hangs up),

- if the agent is doing clerical work, the activity time is taken into account from when the agent comes

back on duty following this period of clerical work.

The PC-based Agent Assistant application provides agents with an interface to:

- change their status (on duty, off duty, temporary absence, clerical work) via an intuitiveinterface,

- access functions such as:

• real-time observation of statistics,

• definition of call types,

• multi-skills management (agents belonging to several ACD groups),

• free seating,

• customer information screen pop-ups.

For more information, refer to the "Agent Assistant application" chapter.

This section describes the parameters that must be defined to declare the agents and thegroup(s) they belong to.

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4.3.1.3 Login/logout from a phone set

The functionality "login/logout on phone set" is available from version R4.0 . This allows anyphone set to log in and log out in one or several ACD groups.

It will then appear automatically in the list of agents.

This service is available on the following phone set types:

- Analog sets

- Reflexes sets

- Alcatel-Lucent 8 series sets

- Alcatel-Lucent 9 series sets

- DECT sets (in an IBS DECT solution)

- SIP sets, with the following feature and restrictions:

• Basic SIP Phones are not supported

• PC based applications (Supervisor Console, Agent Assistant, ACD services) can beused to login/logout ACD agents

• The agent's statuses are not displayed on SIP phones used as ACD agent set(login/logout, Clerical Work/Temporary Absence).

• The Agent Assistant application on the set is not available on SIP phones

• The functional codes for login/logout (681/680) ACD agents on the set are notavailable on SIP phones

This service is not available IP-DECT sets (in an IP-DECT solution).

It is accessible via a UPK function key (ACD Login/logout) or via a service code of the mainnumbering plan (ACD function: base 1 for login and 0 for log out).

A password is required only if it was created with the Agent Assistant application or anAlcatel-Lucent 8 series or Alcatel-Lucent 9 series phone set. This password consists of exactly4 numeric characters. No other types of character are allowed, otherwise an agent equippedwith Analog, Reflexes or DECT Reflexes will not be able to log in.

Caution:

Each time an agent is logged in, the agent automatically appears in the list of agents and

therefore uses an agent's license. There are 5, 10 or 15 licenses available, according to the

purchase.

4.3.1.4 Force automatic call answer

As of R9.1, Force automatic call answer feature forces an agent to answer a call after aconfigured lapse of time, see Configuring General Parameters - General Parameters - GeneralParameters Overview .

This feature is supported by the terminals indicated in the following table:

Force automatic call answer feature

Terminal Without headset With headset Bluetooth

SIP phones

8002 Deskphone No N.A N.A

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8012 Deskphone No No N.A

8082 My IC Phone No No No

Alcatel-Lucent OpenSIP Phones

No No N.A

Alcatel-Lucent BasicSIP Phones

No No N.A

Analog sets

Analog sets No N.A N.A

Alcatel Reflexes

Alcatel-Lucent 4034Digital Phone

Yes N.A N.A

4035 (Advanced) Yes N.A N.A

4020 (Premium) Yes N.A N.A


Yes N.A N.A

Alcatel-Lucent 8series Phones

Alcatel-Lucent IPTouch 4008 Phone

Yes N.A N.A

Alcatel-Lucent IP

Touch 4018 Phone

Yes N.A N.A

Alcatel-Lucent IPTouch4028 Phone/8028Premium DeskPhone

Yes Yes N.A

Alcatel-Lucent IPTouch4038 Phone/8038Premium DeskPhone

Yes Yes N.A

Alcatel-Lucent IPTouch4068 Phone/8068

Premium DeskPhone

Yes Yes Yes

Alcatel-Lucent 9series Phones


Yes N.A N.A

Alcatel-Lucent 4029Digital Phone/8029Premium DeskPhone

Yes Yes N.A

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Alcatel-Lucent 4039Digital Phone/8039Premium DeskPhone

Yes Yes N.A

Alcatel-Lucent IBSDECT Handsets

Alcatel-Lucent 300DECT Handset

Yes N.A N.A

Alcatel-Lucent 400DECT Handset

Yes Yes* N.A

Alcatel-Lucent 500

DECT (GAP mode)

No No N.A

Alcatel-Lucent 8232Dect (GAP mode)

Yes Yes* N.A

Alcatel_Lucent 8242Dect (GAP mode)

Yes Yes* N.A

Alcatel-Lucent WLANHandsets

OmniTouch 8118/8128WLAN Handset

Yes Yes N.A

Alcatel-Lucent IP-DECT Handsets

Alcatel-Lucent 8232Dect (IP mode)

No No N.A

Alcatel_Lucent 8242Dect (IP mode)

No No N.A

Alcatel-Lucent 500DECT (IP mode)

No No N.A

Generic GAP in IP-DECT solution

No No N.A

Alcatel-Lucent Soft-phones

PIMphony IP Yes Yes N.A

Note:

- This feature is only available on the sets of ACD agents, for non-ACD calls the operation of the set remains the same.

- The Force automatic call feature can not be deactivated by an agent; the communication is always established.

- When the automatic answer time-out expires, the set is put directly in conversation, without any audio or led signaling.

- When the agent is logged out, the set comes back to the same configuration as before login.

- While the agent set is ringing, the agent can answer the call manually before the time-out expires,

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the operation remains as usual.

- There is no interaction between ACD force automatic answer with the automatic answer (interphony mode) active on the set: depending of the time-out duration, the two features works independently

and simultaneously.

4.4 Smart Call Routing (SCR)

4.4.1 Overview

The Smart Call Routing (SCR) feature is used to route external incoming calls to a specificinternal destination (extension, hunting group, ACD group, etc.) or an external destination(speed dialling, external number, etc.), according to information relating to the call (such as

caller number (CLI), called number (DDI), client code (CC)).The SCR module uses the ACD engine in combination with a table of line parameters, alsocalled call routing table.

The SCR provides the following options to route a phone call to a final destination:

- Simple redirection of an external Incoming call to the specified destination. The call is notanswered prior to redirection.

- Blind transfer: the external Incoming call is first answered by the SCR module, which playsa voice prompt. The caller enters the requested client code in DTMF, and the SCR moduleroutes the call to the corresponding final destination, as specified in configuration.

The redirection mechanism is based on a set of rules. Each rule consists of a set of criteriaand a set of actions configured by the administrator of the OmniPCX Office call server.

The criteria that can be used for phone call redirection are:

- Caller number (CLI)

- Called number (DDI)

- Client Code (CC)

- Planning, that is to say schedule (opening/closing time of the company or department)

The possible routing destinations for a phone call are:

- An ACD application group (group 1 up to group 8)

- An ACD application group with client code (group 1 up to group 8)

- The MLAA application via its hunting group number

- A local phone number available in the OmniPCX Office call server list of subscribers

- A distant phone number not specified in the OmniPCX Office call server list of subscribers(external destination)

- A phone hunting group number

- A collective Speed Dialing number (CSD)

Note:

Several numbers can correspond to the same application.

Up to ten thousand different numbers can be assigned in this way.

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4.4.2 Configuration of SCR and Line Parameters

4.4.2.1 Call Routing Configuration Procedure

To configure the call routing table:

1. On OMC, go to Call Distribution Services

2. Select ACD-SCR

3. Click the Smart Call Routing icon.The Line & SCR Parameters window appears.

4. To modify the table:

• To add or delete a line: click a line number and select Insert a line or Delete a line

from the contextual menu

• To add extra lines: click the plus sign at the bottom left of the window

• To modify cells: double-click the table cell to modify

5. Use the Apply or OK button to validate your modifications.In case of missing; or incorrect output, a warning is displayed in the Warning area at thebottom of the windowUse the arrow icon on any side of this Warning area to expand it in the entire window

6. Use the Export/Import buttons to export or import call routing rule data in a .csv file (see:Importing/Exporting Files )

4.4.2.2 Description of the Call Routing Table

The call routing table is a table presented in a specific window:

Each line corresponds to a routing rule.

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Figure 4.12: Routing Table Example

This table includes several columns.

The first columns correspond to routing rule criteria:

The last columns correspond to routing rule actions.

4.4.2.2.1 Description of Rule Criteria

Routing rule criteria are:

- CLI: identifies callers by their phone number (landline or GSM number).A CLI number can be a full number, but you can make selections of blocks of digits to:

• Analyze the country code (from one to three digits on the left),

• Analyze the region code (from one to six digits depending on the country ofinstallation),

• Analyze the complete number, or part of the number (for example, the last digit on theright to distribute traffic between groups of agents).

Numbers are analyzed from the left to the right.The maximum number length is twenty digitsThe character X can be used as a digit to isolate parts of the number (joker).

- DDI: number assigned to reach an application or a set of the OmniPCX Office.Numbers are analyzed from the right to the left.The maximum number length is twenty digitsThe character X can be used as a digit to isolate parts of the number (joker).Empty fields are not analyzed.

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When the two fields: CLI and DDI are empty, the entire line is skipped

- Client code: unique number to identify a client.This number is transmitted via DTMF; it can contain a maximum of fifteen digits and onefor the terminating pound character (#). The existing joker X available for CLI/DDI isextended to the Client code.When used in the Client code field, it applies to an entire number. It is not possible toisolate parts of the Client code number.

- Planning (schedule): opening/closing hours of the service, department, company, etc.The programmed schedule is compared with the current date and time of the system toreturn a status which is either Opened or Closed.There are ten available plannings for SCR. They are independent from ACD plannings andcan be modified see: Configuring General Parameters - General Parameters - SCR Tab .Up to 100 bank holidays (called Exceptional days in the application) with differenttimetables can be specified. Bank holidays are shared by SCR and ACD applications. Abank holiday can be applied to one or several ACD/SCR planning (see ConfiguringGeneral Parameters - General Parameters - Exceptional Days Tab ).

4.4.2.2.2 Description of Rule Actions

Rule actions are:

- Voice Msg: voice prompt inviting callers to enter their client code.The SCR relies on the existing eight ACD voice prompts. These prompts are recorded withACD default messages and can be re-recorded for SCR needs, if necessary.ACD voice prompts are identified as follows:

• Group 1, the corresponding voice prompt is the 107.wav file

• Group 2, the corresponding voice prompt is the 207.wav file

• And so on and so forth until Group 8, for which the corresponding voice prompt is the807.wav file

When a Client code is specified in the configuration, the field Voice Msg must show thecorresponding voice prompt number [1.. 8].

- Service opened and Service closed determine the action specified for call routing whenthe time range of the call corresponds to opening or closing hours.Available and selectable routing destinations are:

• ACD group n or ACD group n with code: to manage an ACD group (1 up to 8) withor without client code.

If the Client code has already been input and if the action to perform is to transfer theincoming call to an ACD group with code, the Client code is automatically transmittedto this ACD group and no voice prompt is played to request input by the caller.

• XXX: number assigned to a local phone, distant phone, phone hunting group orCollective Speed Dialing.

- Comment: allows to enter extra information, for a better understanding of configuration. Itis written ASCII characters, with a maximum length of forty characters.

- Trace: used to trace specific routing problems.

• Logs are stored in FIFO Buffer on PowerCPU EE with 2000 entries maximum

• A hard disk is necessary when PowerCPU board is used

• Logs are available on supervisor application

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Note:

To prevent log congestion, validate the trace option for a short period only and under the supervision of the technical support

4.4.2.3 Call Routing Process

Remarks:

In this paragraph:

- The suffix r means received in:

• CLIr: received caller number

• DDIr: received called number

- The suffix s means searched in:

• CLIs: searched caller number • DDIs: searched called number

A call entering the call server is characterized by the pairing [DDIr - CLIr]. This information iscompared to the information of the routing table (see: Description of Rule Criteria ). Thecomparison stops as soon as the first entry satisfying the condition is found.

Caution 1:

Ensure that the table starts with particular cases (longest numbers) and ends with general cases

(shortest numbers).

The SCR module operates in the following order:

1. Comparison of CLIr/CLIs and DDIr/DDIs. The system searches the main table, from thetop down, for the entry matching the condition: CLIr = *CLIs and DDIr = *DDIsIf this condition is met, the SCR routes the call.If this condition is not met, the system moves to the second operation.

2. Comparison of CLIr/CLIs and DDIs not present in the table . The system searches themain table, from the top down, for the entry matching the condition: CLIr = *CLIs DDIs= *0

If this condition is met, the SCR routes the call.If this condition is not met, the system moves to the third operation.

3. Comparison of DDIr/DDIs and CLIs not present in the table. The system searches the maintable, from the top down, for the entry matching the condition: DDIr = *DDIs and CLIs= *0.If this condition is met, the SCR routes the call.If this condition is not met, the call is not answered.

Note 1:

For [CLIr/DDIr] and [CLIs/DDIs] which do not match, a default rule including a joker can be written.

4. A matching rule has now been identified in the configured routing table.If the CC is not specified in the matching rule, the system moves to the fifth operation.If the CC is specified in the matching rule, the system moves to the sixth operation.

5. Depending on the output result [Opened/Closed] of the schedule (planning) analysis, thecorresponding action is performed.

Note 2:

An empty value in the planning field means that the service corresponding to the destination number

is always available (opened).

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6. The associated voice prompt specified in the matching rule is played. This voice prompt

invites the caller to enter the CC.If the caller does not input any digit (no reaction), the voice prompt is played once more.If the caller still does not react after the voice prompt is played a second time, the call goesto the administrator phone number (which is also called destination phone number).If the caller does not end the number dialed with the pound sign (#),

Documents

OXO Expert Documentation - Call Center Office