Alcatel Contact Center - CCD Starter
Content
Alcatel-Lucent OmniTouch CC
Standard Edition
CCd Starter
PARTICIPANT’S GUIDE
Alcatel-Lucent Enterprise
This document has no contractual value and may be changed or withdrawn
at any time by Alcatel-Lucent.
REF. OTCCTE800US
Issue 03
This product includes software. Its use may be subject to legislation concerning computer technology,
databases and civil liberties (in case of France see the law N° 7817 dated 6 january1978).
Alcatel-Lucent OmniTouch Contact Center
2008 Postsales training offer
Training
Jan, 2008
All Rights Reserved © Alcatel-Lucent 2008
Legend
VALUE ADDED OPTIONS
To complement the basic portfolio by value added solutions or applications:
Configuration & administration of complementary features, associated solutions & applications
SOLUTION BASED OPTIONS
To answer to customer standard customization:
Configuration & administration of services & advanced features
STARTER PACK<
For a quick start of the solution:
Install the OmniPCX Enterprise or application and the infrastructure and ensure the start up of the
system
PREREQUISITES
2 | OmniTouch Contact Center Training Offer | Jan 2008
All Rights Reserved © Alcatel-Lucent 2008
Legend
Course Name
Reference
I=xh
C=xd
represents an optional training course, not involved in certification program
V=xd
I=xh
Course Name
C=xd
Reference
V=xd
Course Name
C=xd
Reference
V=xd
Course Name
C=xd
Reference
V=xd
Course Name
C=xd
Reference
V=xd
represents training courses involved in ACSE certification
I=xh
represents training courses involved in ACFE certification
I=xh
represents training courses involved in AQFP certification
I=xh
I=xh
Course Name
C=xd
Reference
V=xd
represents a free training guide, not involved in certification program
represents prerequisite training courses that are not involved in certification
program
I
=
xh
stands for Individual learning, in hours
C
=
xd
stands for Classroom learning, in days
V
=
xd
stands for Virtual learning, in days
3 | OmniTouch Contact Center Training Offer | Jan 2008
All Rights Reserved © Alcatel-Lucent 2008
Alcatel-Lucent OmniTouch Contact Center Standard Edition R8.0
Newcomers
OTCC Standard Edition VALUE ADDED OPTIONS
Associated Solution CCo
OTCC Standard Edition SOLUTION BASED OPTIONS
Duration: I = 3 h and C = 13 d
Recommended minimum Track for certification
ALU OmniTouch Contact Center R8 - ACSE
CCD Expert
Associated Solution CCivr
CCoutbound Expert C = 5 d
OTCCTE804
CCivr Advanced
IVR0TE801
C=5d
CCivr Starter
OTCCTE802
IVR0TE800
Advanced Call Routing
OTCC Standard Edition STARTER PACK
Duration: I = 3 h and C = 8 d
ACR Advanced
Recommended minimum Track for certification
ALU OmniTouch Contact Center R8 - ACFE
CCD Advanced
C=5d
OTCCTE803
C=5d
OTCCTE801
PREREQUISITES
CCD Starter
I=3h
OTCCTE800
C=3d
Starter Pack
Enterprise
ENTPTE800
4 | OmniTouch Contact Center Training Offer | Jan 2008
I=8h
C = 10 d
C=5d
or
OTCC SE Tap-lab
OTCCTA0A5 or
0TCCTA0A6
Introduction to
OmniPCX Enterprise
ENTPTE899
I =6 h
All Rights Reserved © Alcatel-Lucent 2008
C=3d
Or
C=1d
C=5d
Alcatel-Lucent OmniTouch Contact Center Standard Edition R8.0
Newcomers
Curricula R7.1 vs R8
Release 7.1
Release 8
VALUE ADDED OPTION
VALUE ADDED OPTION
Tap Lab
Tap Lab
CCivr Expert
CCivr Basics
CCoutbound
ACR Expert
ACR Advanced
5d
5d
5d
5d
5d
3d
5d
5d
ACFE ACSE
CERTIFICATION TRACK
CCd Expert
CCd Advanced
CCd Basics
5 | OmniTouch Contact Center Training Offer | Jan 2008
CCivr Advanced
CCivr Starter
CCoutbound
ACR Advanced
CERTIFICATION TRACK
5d
5d
5d
5d
6h+3d
3h+3d
CCd Expert
CCd Advanced
CCd Starter
All Rights Reserved © Alcatel-Lucent 2008
ACFE ACSE
CCivr Advanced
5d +2d
Alcatel-Lucent OmniTouch Contact Center Standard Edition R8.0
Newcomers
PREREQUISITES
Core Enterprise
Global overview
Management tools
Users management, multi line
DECT users with IBS
IP Phones (static & dynamic)
Internal DHCP
Tel features, prefixes & suffixes, COS
Speed dial numbers
Operators, Entities
Voice guide, MoH
4645 voice mail
External features : TG, DID, Translator
External COS
SIP trunking
ARS
RMA features & alarms
Backup & restore
OPS
...
6 | OmniTouch Contact Center Training Offer | Jan 2008
or
Starter Pack
Enterprise
ENTPTE800
I=8h
Introduction to
C = 10 d
OmniPCX Enterprise
ENTPTE899
All Rights Reserved © Alcatel-Lucent 2008
I =6 h
Introduction to OmniPCX Enterprise :
OmniPCX Enterprise offer
OmniPCX Enterprise architecture
Hardware overview
Start & stop the system
Management tools
Backup & restore
Alcatel-Lucent OmniTouch Contact Center Standard Edition R8.0
Newcomers
OTCC Standard Edition STARTER PACK
CCd Starter
• CCd Overview
• CCd configuration with the CCs
• Agent Overview
• Agent/supervisor functions
• Routing & Distribution rules
• Calendar
CCd Advanced
• CCs customization
• Call position announcement in
queue
• Multilingual voice guides in CCd
• Interactive queuing
• Automated Attendant
• Wallboards Manager
• Statistics customization
• Translation
• Redundancy
7 | OmniTouch Contact Center Training Offer | Jan 2008
OTCC Starter
OTCCTE800
OTCC Advanced
OTCC Standard Edition SOLUTION BASED OPTION
I=3h
C=3d
OTCC Expert
C=5d
OTCCTE802
C=5d
OTCCTE801
All Rights Reserved © Alcatel-Lucent 2008
CCd Expert
• CCd in network
• CCs Server
• CC Agent application
• Home workers agents, CCagent
• Introduction to ACR
• ASM module
• Last called agent rule
• Individual Skill mapping
Alcatel-Lucent OmniTouch Contact Center Standard Edition R8.0
Newcomers & Experienced
OTCC Standard Edition VALUE ADDED OPTIONS
OmniTouch Call Distribution Tap-lab
The participant selects himself the
subjects and topics he wants to cover
A technical and pedagogic assistance is
provided by a trainer
Examples of subjects that can be
covered:
• Voice guide management
• Call flow management
• CCd in network
• Wall Board Management
Other
8 | OmniTouch Contact Center Training Offer | Jan 2008
OTCC SE
Tap-lab
C=1d
OTCCTA0A5
OTCC SE
Tap-lab
C=3d
OTCCTA0A6
All Rights Reserved © Alcatel-Lucent 2008
Alcatel-Lucent OmniTouch Contact Center Standard Edition R8.0
Certification Offer
CERTIFICATION
OmniTouch CCd
R8 ACSE
C=1d
OTCCTC0C3
In classroom
(MCQ-60 Questions + LAB)
CERTIFICATION
OmniTouch CCd
R8 ACFE
I =45 mn
OTCCTC2C3
9 | OmniTouch Contact Center Training Offer | Jan 2008
All Rights Reserved © Alcatel-Lucent 2008
Web exam
(MCQ-30 Questions)
Alcatel-Lucent OmniTouch Contact Center Associated solutions CCivr
Newcomers
OTCC Standard & Premium Edition VALUE ADDED OPTIONS
CCivr BASIC:
• Installation
• Development of Voice applications
using the Application Generator
• Use of Variables, Audiotext,
Automated Attendant, Text To
Speech,
• Voice Mail features, Stream
synchronization, Subroutines
• MS Access database connection
• Management of exceptions, Edition of
statistics
• Application using transfer to CCd
pilots
OmniTouch CCivr Tap Lab
The participant selects himself the
subjects and topics he wants to cover
A technical and pedagogic assistance
is provided by a trainer
Examples of subjects that can be
covered:
• Manage automated attendant
• Manage database connection
applications
• Manage e-mail applications
…
10 | OmniTouch Contact Center Training Offer | Jan 2008
CCivr Starter
C=5d
CCivr Advanced
IVR0TE801
IVR0TE800
C=5d
CCivr ADVANCED:
• FAX facilities
• Email exchanges
• Complex CCd integration,
Interactive queuing
• COM objects integration
• Oracle database connection
• Automatic Speech recognition (ASR)
• OLE DB database connection
• Switching calls applications
OmniTouch CCivr
Tap-lab
C=2d
IVR0TA0A2
All Rights Reserved © Alcatel-Lucent 2008
Alcatel-Lucent OmniTouch Contact Center Associated solutions CCoutbound
Newcomers
OTCC Standard & Premium Edition VALUE ADDED OPTIONS
CCoutbound EXPERT:
• Installation CCo server and MS SQL
• CCo campaigns management
• CCagent integration
• Scripting tool functions
• Trouble shouting
• Statistics
11 | OmniTouch Contact Center Training Offer | Jan 2008
OmniTouch
CCoutbound
Expert
OTCCTE804
C=5d
CCo Tap Lab
CCD0TA0A8
All Rights Reserved © Alcatel-Lucent 2008
C=2d
OmniTouch CCoutbound Tap Lab
The participant selects himself the
subjects and topics he wants to
cover
A technical and pedagogic assistance
is provided by a trainer
Examples of subjects that can be
covered:
• CCagent integration
• CCo installation and
configuration
• CCo campaign management
• CCo scripting
…
Alcatel-Lucent OmniTouch Contact Center Associated solutions CCivr & CCoutbound
Certification Offer
OmniTouch CCivr
ACSE
C=1d
In classroom
(MCQ-60 Questions + LAB)
C=1d
In classroom
(MCQ-60 Questions + LAB)
IVR0TC0C6
OmniTouch CCo
ACSE
OTCCTC0C4
12 | OmniTouch Contact Center Training Offer | Jan 2008
All Rights Reserved © Alcatel-Lucent 2008
Alcatel-Lucent OmniTouch Contact Center Associated solutions ACR
Newcomers
OTCC Standard Edition VALUE ADDED OPTIONS
ACR ADVANCED
• Call characterization,
• Agent Selection Module scripts design
• ACR statistics and Real Time reports
• External Database connection (select
request)
• Describe the Virtual ACR principle
• Integrate the new object in network
configuration
• Test the distribution using internal ASM
and external ASM
• Name the restrictions and the limits of
ACR in network architecture
• Test the impact of virtual ACR lock
• String handling
• Call procedure (external database)
13 | OmniTouch Contact Center Training Offer | Jan 2008
ACR Advanced
OTCCTE803
OmniTouch ACR
C=5d
Tap-lab
C=2d
CCD0TA0A2
All Rights Reserved © Alcatel-Lucent 2008
OmniTouch ACR Tap Lab
The participant selects himself the
subjects and topics he wants to cover
A technical and pedagogic assistance is
provided by a trainer
Examples of subjects that can be
covered:
• ACR management
• Rules overview and management
• Management of the internal
database
• Scripting possibilities and example
Other
www.alcatel-lucent.com
14 | OmniTouch Contact Center Training Offer | Jan 2008
All Rights Reserved © Alcatel-Lucent 2008
Alcatel-Lucent OmniTouch Contact Center
Standard Edition R8
CCd Starter
REFERENCE
OTCCTE800US
DURATION
DELIVERY LANGUAGE
English (course material in English)
METHODS
3
hours
3
days
Virtual self-paced training on the computer. 3 hours before c-learning
Traditional classroom or practical sessions with tutorials (TAP LAB)
Tutored virtual training sessions accessible via an internet connection
MAXIMUM NUMBER OF PARTICIPANTS 12
PUBLIC
System Installers in charge of the OmniTouch Contact Center Standard Edition installation
OBJECTIVES
At the end of the course, the participant will be able to:
• Install and configure the CCdistribution application on OmniPCX Enterprise
PREREQUISITES
• To have attended the Alcatel-Lucent OmniPCX Enterprise Starter training course
REQUIRED TECHNICAL CONFIGURATION
For i-learning
Access to the Business Partner Web Site. Internet Explorer version 5.5 or better, Macromedia Flash 7 and Acrobat Reader version 6 or better.
Virtual Microsoft Java Machine (MSJVM).
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center
Standard Edition R8
CCd Starter
PROGRAM DESCRIPTION
Phase 1: i-learning
3 hours
To describe the CCd principles
To describe the supervision tool (CCs)
To outline the CCd agents features
Phase 2: c-learning
3 days
To describe the management procedure for a CCd matrix
To manage the CCd parameters & Objects on the OmniPCX Enterprise
• Prefixes and class of service
• Pro ACD phone sets
• Voice guides
To describe and manage the CCd agents features
To implement the virtual hybrid logical link for CCd internal calls
To install and configure the CCs application
To configure the CCd objects via the CCs application
• Pilots
• Waiting queues
• Processing groups
To configure the distribution via the CCs
• Set up routing rules for pilots
• Set up the distribution rules
• Set up the calendar
To use the real time interface of CCs
To implement the voice guides in the distribution
To generate predefined statistic reports with the CCs application
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch CC Standard Edition
CCd Starter
TOC.doc
DOCUMENT CHANGES
Issue
Date
Alcatel-Lucent OmniTouch CC Standard Edition CCd Starter
01
03/08
File reference: OTCCTE800US
02
04/08
03
07/08
Issue
Date
GENERAL SUMMARY
CORE CURRICULUM AND CATALOG PROGRAM DESCRIPTION
1.
I-Learning CCd Reminder
CCD01000P02TEUS .............................................................................................5
2.
CCs Application-Description and Installation
CCD01003P02TEUS ........................................................................................... 35
CCD01003H01TEUS ........................................................................................... 61
CCD01003S01TEUS ........................................................................................... 63
3.
CCd Matrix Management Procedure
CCD01001C01TEUS ........................................................................................... 75
CCD01001H01TEUS ........................................................................................... 89
CCD01001S01TEUS ........................................................................................... 91
4.
Local hybrid link
CCD01011P01TEUS ..........................................................................................103
CCD01011H01TEUS ..........................................................................................111
CCD01011S01TEUS ..........................................................................................113
5.
CCd configuration by using the CCs
CCD01004P01TEUS ..........................................................................................117
CCD01004H01TEUS ..........................................................................................147
CCD01004S01TEUS ..........................................................................................149
REF. OTCCTE800US Issue 03
All Rights Reserved © 2008, Alcatel-Lucent
i
1
Alcatel-Lucent OmniTouch CC Standard Edition
CCd Starter
TOC.doc
6.
Call Flow Management via CCs
CCD01005P01TEUS.......................................................................................... 163
CCD01005H01TEUS ......................................................................................... 179
CCD01005S01TEUS .......................................................................................... 183
7.
Voice Guides
CCD01006P01TEUS.......................................................................................... 201
CCD01006C01TEUS.......................................................................................... 225
CCD01006H01TEUS ......................................................................................... 231
CCD01006S01TEUS .......................................................................................... 233
8.
Agents and Supervisors features Management Procedure
CCD01007P01TEUS.......................................................................................... 241
CCD01007C01TEUS.......................................................................................... 279
CCD01007H01TEUS ......................................................................................... 291
CCD01007S01TEUS .......................................................................................... 293
9.
Real time information and alerts
CCD01014P01TEUS.......................................................................................... 305
CCD01014H01TEUS ......................................................................................... 343
CCD01014S01TEUS .......................................................................................... 345
10. Description of the statistics
CCD01009P01TEUS.......................................................................................... 363
CCD01009C01TEUS.......................................................................................... 385
CCD01009H01TEUS ......................................................................................... 391
CCD01009S01TEUS .......................................................................................... 393
ii
2
All Rights Reserved © 2008, Alcatel-Lucent
REF. OTCCTE800US Issue 03
Alcatel-Lucent OmniTouch CC Standard Edition
CCd Starter
TOC.doc
FEEDBACK SHEET
In order to improve the quality of the documentation, please report any errors found by
returning this sheet to the address below.
CHAPTER
PAGE
DESCRIPTION
Please return this sheet to:
Alcatel-Lucent Enterprise
8, rue de Kervézennec
CS 82802
29228 BREST CEDEX 2 – FRANCE
FAX : (33) 2 98 14 36 36
Email: [email protected]
Website: www.businesspartner.alcatel-lucent.com
REF. OTCCTE800US Issue 03
All Rights Reserved © 2008, Alcatel-Lucent
iii
3
Alcatel-Lucent OmniTouch CC Standard Edition
CCd Starter
TOC.doc
iv
4
All Rights Reserved © 2008, Alcatel-Lucent
REF. OTCCTE800US Issue 03
Alcatel-Lucent OmniTouch Contact Center
Standard Edition
I-Learning Reminder
All Rights Reserved © 2008, Alcatel-Lucent
1
OBJECTIVES
Reminder the description of:
the OTCC Standard Edition
matrix objects (pilots, queue, processing groups)
the routing rules (call routing rule, call distribution rule)
the agent selection
To show the limits
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
5
OTCC Standard Edition Overview
Call flows
The Call Distribution is based on a matrix
Pilots
Waiting
queue
Call Distribution
Call
routing
Mutual Aid
Dissuasion
The Alcatel-Lucent OTCC Standard
Edition is a complete solution built into
the Alcatel-Lucent OmniPCX Enterprise
Processing groups ( Resources )
All Rights Reserved © 2008, Alcatel-Lucent
The OTCC matrix is made up of:
Pilots which are the OTCC matrix entry points (1)
Use DID numbers and can correspond to a department phone number in a company
Waiting queues
Normal
Dissuasion (also called redirection)
Mutual aid (also called intelligent overflow)
Processing groups
Agent
Voice guide
Forward
Rerouting
IVR (interactive voice responder)
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
6
2
OTCC Standard Edition Overview
Call flows
Called departments
(pilots)
Call Routing
Priorities
Expected waiting
times
Resources (PG)
queues
Call Distribution
Priorities
Longest idle time (load)
Resource availability
All Rights Reserved © 2008, Alcatel-Lucent
3
distribution according to :
competences (defined by priority levels)
load (longest idle time)
availability (agent groups busy rate)
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
7
OTCC Standard Edition Overview
OTCC matrix description
Possible states of a pilot
The pilot can be in open state
Calls are connected to a welcome guide and then are routed with or without
queuing
The pilot can be in general forwarding state (closed)
Pilot closed automatically by calendar, Pilot closed manually by a supervisor
action, switch on General Forwarding by agent action on his phone set
The calls can be connected to a specific guide (opening hours,...)
The pilot can be in blocked state
Case: Accidental closure
Cause: Resources missing in the downstream processing group
The calls can be connected to a specific unavailability guide
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
8
4
OTCC Standard Edition Overview
OTCC matrix description
Queue characteristics. A Queue can:
be shared among several Pilots (20 max)
serve several Processing Groups (30 max)
Queued calls are served FIFO (First In/First Out)
Different types of waiting queue are available
Normal: parking device for calls received by a pilot, before being distributed
to the processing groups
Mutual aid: intelligent overflow by re-routing over the public or private
network onto another remote OTCC or by re-direction onto an address (in
the local node)
Dissuasion: calls redirection using any processing group type (voice guide,
IVR…) when the others directions are not available
e.g. voice guide: "all our lines are busy, please call again later“
All Rights Reserved © 2008, Alcatel-Lucent
5
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
9
OTCC Standard Edition Overview
OTCC matrix description
Possible states of the queue
Open (Not saturated)
Saturated
Expected Waiting Time (EWT) > Maximum Waiting Time
Maximum Waiting Time
Closed by CCs user
Blocked
Downstream resources
are not guaranteed
( All agents are logged-off or in withdrawal )
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
10
6
OTCC Standard Edition Overview
OTCC matrix description
Different types of processing group are available
Agent processing group
Made up of agent or supervisor sets
Forward processing group (on-pcx number)
Attendant set or group, voice mail
Pilot, agent, supervisor...
Administrative extension...
Abbreviated number
Voice guide processing group
Voice guide broadcast (duration, V.G #)
Rerouting processing group
Rerouting to the ABC-F or public network
I.V.R processing group
Connection to the CCivr application
All Rights Reserved © 2008, Alcatel-Lucent
7
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
11
OTCC Standard Edition Overview
OTCC matrix description
Agent and supervisor sets
In a processing group, there are two different types of sets:
Supervisor set which can supervise several processing groups and can itself be part
of a processing group as an agent
Agents sets
A lot of available ACD agents features:
Withdraw, wrap-up, supervisor call, discrete listening, call hold
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
12
8
OTCC Standard Edition Overview
Agent and supervisor set
The log-on procedure allows an agent to inform the OTCC system of his physical
presence on a workstation and as a result to ask for acceptance in the call
distribution mechanism handled by the OTCC system
Agent processing group
Agent set
(or supervisor)
« ACD authorized » set
1
2
The log-off procedure allows an agent to inform the OTCC system of his
disengagement from the call processing process
Extension types where agent and supervisor can be logged
Agent: Z, 4003, 4004, 4035 (UA & IP), 4038, 4039, 4068
Supervisor: 4035 (UA & IP)
All Rights Reserved © 2008, Alcatel-Lucent
9
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
13
OTCC Standard Edition Overview
OTCC matrix description
Queue / Processing group compatibility
The following table gives the possible association between a queue type and
a processing group type
Normal W.Q
Mutual aid W.Q
Agents P.G
X
X
IVR PG
X
X
Forward PG
X
X
Rerouting PG
X
X
Voice Guide PG
X
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
14
Dissuasion W.Q
10
OTCC Standard Edition Overview
Call routing rule
Call routing rule
Pilots
Waiting
queue
Call Distribution
Call
routing
Mutual Aid
Dissuasion
Processing groups ( Resources )
All Rights Reserved © 2008, Alcatel-Lucent
11
The OTCC matrix is made up of:
Pilots which are the OTCC matrix entry points (1)
Use DID numbers and can correspond to a department phone number in a company
Waiting queues
Normal
Dissuasion (also called redirection)
Mutual aid (also called intelligent overflow)
Processing groups
Agent
Voice guide
Forward
Rerouting
IVR (interactive voice responder)
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
15
OTCC Standard Edition Overview
Call routing rule
Call routing rule
A routing rule has to be managed in order to associate each pilot with
waiting queues (30 rules max per pilot)
Pilots
Waiting Queues
ll
Ca
ng
uti
o
R
Aim:
Open directions from Pilots
to Waiting Queues
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
16
12
OTCC Standard Edition Overview
Call routing rule
Call routing rule according to the pilot state
A specific call treatment can be done
Depending on the states of the pilot (Open/Closed/Blocked)
Via routing rules selected by hand or using a calendar
With dedicated set of voice guides (greeting, waiting,...)
The routing directions choice, between waiting queues (20 max), is done
according to priorities or according to
Expected Waiting Time (in case of same priorities)
Priorities value is from 0 to 9
0 is the highest priority
9 is the lowest priority
All Rights Reserved © 2008, Alcatel-Lucent
13
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
17
OTCC Standard Edition Overview
Call routing rule
Routing rules
Opening / closure of a waiting
P0
queue direction
According to pilot state
P1
Greeting Voice Guide
6 Parking levels that contain :
sed
Cl o
A Voice Guide
Or an Address: IAA or IVR in Queue
Or an EWT table: IAA or IVR in Queue
(according to Expected Waiting Time)
P9
Directions characteristics
Rule 0:
Open/closed
Priorities
Presentation voice guide
Parking Levels 1,2,3,4,5,6
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
18
14
OTCC Standard Edition Overview
Call routing rule
Call routing rule principle (with different priorities)
P1
Selection of a Waiting
Queue according to
the highest priority
P2
P0
The next direction (priority=1) is used in case of congestion (saturation) of the
waiting queue
All Rights Reserved © 2008, Alcatel-Lucent
15
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
19
OTCC Standard Edition Overview
Call routing rule
Call routing rule principle (in case of queue congestion)
A normal waiting queue has a “Maximum Waiting Time” which defines the
capacity of the queue
An “Expected Waiting Time” is calculated by the system, and is equal to:
EWT = Average wait x (Nb of calls in queue + 1)
The “Average waiting time” is calculated by the system over the TSP (traffic
sampling period) which is defined for each waiting queue
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
20
16
OTCC Standard Edition Overview
Call routing rule
Call routing rule principle (in case of queue congestion)
Queue saturation means
Expected waiting time > Maximum waiting time
Waiting Queue Saturated
P10
Dissuasion mechanism
P1
All Rights Reserved © 2008, Alcatel-Lucent
Dissuasion towards a
voice guide in case of
queue congestion
17
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
21
OTCC Standard Edition Overview
Call routing rule
Call routing rule principle (with equal priorities)
Expected waiting time:
00:40
P0
P1
Expected waiting time:
00:20
P0
At equal priorities, the call is routed according to the lowest expected
waiting time calculated by the system
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
22
18
OTCC Standard Edition Overview
Call routing rule
Voice guides in a normal waiting queue
Voice guides are assigned to a pilot rule (30 rules/pilot)
and are sent on the
pilot whatever the direction
There are 6 parking levels in a waiting queue
Greeting
message
parking
message n°1
parking
message n°2
parking
message n°6
Voice Guides could be cut in case of downstream resource freeing
Voice Guides are played according to pilot status
All Rights Reserved © 2008, Alcatel-Lucent
19
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
23
OTCC Standard Edition Overview
Call distribution rule
Call distribution rule
Pilots
Waiting
queue
Call Distribution
Call
routing
Mutual Aid
Dissuasion
Processing groups ( Resources )
All Rights Reserved © 2008, Alcatel-Lucent
Two types of complementary call distribution can be implemented:
"Resource selection", which searches for a processing group for a call that has just been parked in a free queue.
This type of distribution applies to all processing group types
"Call selection" when a processing group resource becomes available for processing a new call, and which will search for a
waiting call at the head of a queue.
This type of distribution only applies to the agent processing group
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
24
20
OTCC Standard Edition Overview
Call distribution rule
Call distribution rule
A call distribution rule (10 max) defines the distribution of the calls to the
processing groups
A queue can have up to 30 possible distribution directions
CALL SELECTION
All resources are busy
Call selection when a resource
is ready
The system choose one of the
calls at head
of the queues
RESOURCES SELECTION
The processing group is available (at least
one resource is available)
The queue chooses the processing group
All Rights Reserved © 2008, Alcatel-Lucent
21
Two types of complementary call distribution can be implemented:
"Resource selection", which searches for a processing group for a call that has just been parked in a free queue.
This type of distribution applies to all processing group types
"Call selection" when a processing group resource becomes available for processing a new call, and which will search for a
waiting call at the head of a queue.
This type of distribution only applies to the agent processing group
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
25
OTCC Standard Edition Overview
Call distribution rule
In case of resources selection
In order to route a call from a waiting queue to a processing group, the
system checks:
The priorities (from 0 to 9)
At equal priorities, the Longest Idle Time ( LIT )
Maximum times of the free processing groups
In case of call selection
When a resource becomes available in a processing group (agent type), the
system attempts to take a call in a normal queue and checks:
The Priorities (from 0 to 9)
At equal priorities, the Real waiting time
maximum waiting time of a call during the freeing of a resource
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
26
22
OTCC Standard Edition Overview
Call distribution rule
Resources selection (with different priorities)
P0
P1
P2
sy
Bu
All Rights Reserved © 2008, Alcatel-Lucent
23
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
27
OTCC Standard Edition Overview
Call distribution rule
Resources selection (with equal priorities)
The LIT of the processing group is taken into account
P0
P1
P1
00:40
00:30
sy
Bu
longest idle time
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
28
24
OTCC Standard Edition Overview
Call distribution rule
Call selection (with different priorities)
No calls
P0
P1
P2
A resource becomes available
All Rights Reserved © 2008, Alcatel-Lucent
25
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
29
OTCC Standard Edition Overview
Call distribution rule
Call selection (with equal priorities)
The call with the longest Real Waiting Time is selected
P0
No calls
00:40
P1
real waiting
time
00:30
P1
A resource becomes available
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
30
26
OTCC Standard Edition Overview
Call distribution rule
Minimum waiting time threshold
All calls that have been waiting longer than this can be distributed by this
direction
This parameter is predominant for call selection
Real Waiting
Time in queue
1
00:09
*
Real waiting time < Distribution threshold
2
00:22
*
Closed by
the threshold
(threshold =10s)
Open
(threshold=20s)
Real waiting time > Distribution threshold
A resource becomes available
All Rights Reserved © 2008, Alcatel-Lucent
27
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
31
OTCC Standard Edition Overview
Agent selection
Choice of agent in the group
When the processing group has been selected by call distribution, a resource
must be selected in this processing group
In an agent type processing group, 3 possibilities are available for selecting
the agent in the group:
Sequential search mode
Cyclic search mode
Longest time-out search mode
For each agent processing group, it’s possible to manage:
A Ring rotation timer
An Overflow on no reply; after a timer, overflow to a directory number
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
32
28
NOTES
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_____________________________________________________________________________________________________________________________________________________
Al c at el -Luc ent Universit y – ht t p s://www.b usinessp ar t ner.alcatel-lucent.c o m
33
NOTES
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34
Al c at el -Luc ent Universit y – ht t p s://www.b usinessp ar t ner.alcatel-lucent.c o m
Alcatel-Lucent OmniTouch Contact Center
Standard Edition
CCs Application-Description and installation
All Rights Reserved © 2008, Alcatel-Lucent
1
OBJECTIVES
To install CCsupervision
To describe the “CCs.ini” file
To describe the “CCs.log” file
To describe the “prelogin.txt” file
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
35
CCs Application-Description and Installation
Main functions
A supervision station cannot create any object relative to call distribution
(trunk groups, pilots, queues, processing groups, agents, wall-mounted
displays), but can create supervisors and distribution rules
CCs main functions are as follows:
System configuration
Management of the CCd objects
Management of the services levels
Management of the Alarms
Call distribution settings
Wall-Displays
Real time supervision
Statistics and archiving
Reporting functions
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
36
2
CCs Application-Description and Installation
Main functions
System configuration:
Real time refresh frequency (1..50 sec) for real time information refresh
MSP (5 mn …60 mn) for statistics on MSP(*)
CCs language
Change the account password…
Management of CCd objects
Agents / supervisors modification
Team creation
Processing groups modification
Waiting queue modification
Pilots modification …
All Rights Reserved © 2008, Alcatel-Lucent
(*)
3
MSP stands for Monitoring Sampling Period
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
37
CCs Application-Description and Installation
Main functions
Management on the agents
To force a log-off/log- on
To enter / exit a processing group
To cancel a withdraw
To attach the agent into a processing group
To reset the agent secret code
To Change agents name & first name
To change agents characteristics
Fixed / mobile
Preferential group
Self-assignable
Password enable / disable
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
38
4
CCs Application-Description and Installation
Main functions
Management of pilots services levels
% of answered calls within a threshold
Efficiency (call failure rate)
Calls abandoned or received / calls served
Average speed of answer
Alarms
Alarms for functional problems (IP problem…)
Alerts when alert thresholds set
by supervisor are exceeded
Indications (modification of Enterprise database)
All Rights Reserved © 2008, Alcatel-Lucent
5
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
39
CCs Application-Description and Installation
Main functions
Call routing / call distribution rule
Creation or modification or deletion are possible
Routing and distribution rules can be activated manually or automatically, by
calendar, from the CCs
Calendar management
Pilot state management (general fwd, blocked, normal)
Voice guide assignment according to the pilot state
Call routing priority management
Open/close queue
Open/close processing group
Resource selection priority management
Call selection priority management
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
40
6
CCs Application-Description and Installation
CCs Installation Procedure
CCs installation procedure
Run « set-up.exe »
Choose the CCs feature level
CCs light: restricted features
Full CCs: full features
All Rights Reserved © 2008, Alcatel-Lucent
7
Different type of CCs
Different types of CCs are available
The Full CCs offers full features
Mono-site: it means that only one connection to a single PCX is allowed at a time
Multi-site: it means that connections to several PCX are allowed at the same time
(10 connections maximum)
The CCs light provides restricted features
Excel statistic files are not available
Objects management is limited ( only agent, wall-display and team can be managed)
Call routing rule & call distribution rule management is limited (no priority, open/close directions is impossible..)
New supervisor/administrator can’t be created
Expected Waiting Time tables can’t be created…
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
41
CCs Application-Description and Installation
CCs Installation Procedure
CCs installation procedure
In case of « Full CCs », choose between:
A mono-site CCs (1 single connection to a PCX at a time)
A multi-site CCs (10 connection maximum at a time)
All Rights Reserved © 2008, Alcatel-Lucent
The number of mono-site connection to a PCX is under license control (90 maximum)
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
42
8
CCs Application-Description and Installation
CCs Installation Procedure
CCs installation procedure
Do you want to use Excel as a gateway to create statistic reports?
All Rights Reserved © 2008, Alcatel-Lucent
9
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
43
CCs Application-Description and Installation
CCs Installation Procedure
CCs installation procedure
Choose the different languages which will be available in the CCs for the
CCsupervisor
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
44
10
CCs Application-Description and Installation
CCs Installation Procedure
CCs installation procedure
Select the CCs interface default language
This language will also be used for the Excel statistic reports
All Rights Reserved © 2008, Alcatel-Lucent
11
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
45
CCs Application-Description and Installation
CCs Installation Procedure
CCs installation procedure
Specify the CCs installation directory
By default, C: \ Program Files \ Alcatel-Lucent \Call center supervisor
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
46
12
CCs Application-Description and Installation
CCs Installation Procedure
CCs installation procedure
Enter the name of the computer (not very important!)
All Rights Reserved © 2008, Alcatel-Lucent
13
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
47
CCs Application-Description and Installation
CCs Installation Procedure
CCs installation procedure
When no CCs user is logged in, will the CCs get real time information?
Yes: threshold alarms remain enabled, but traffic on the LAN will be generated
No: threshold alarms are disabled; no traffic on the LAN
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
48
14
CCs Application-Description and Installation
CCs Installation Procedure
CCs installation procedure
Don’t use ASM script editor (ACR application)
Don’t use components for CCo/Cci
CCs installation is finished
All Rights Reserved © 2008, Alcatel-Lucent
15
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
49
CCs Application-Description and Installation
PCX and CCs connection
PCX CCs connection
Customize the sites
Go to CCs menu -> View ->Customize->Network
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
50
16
CCs Application-Description and Installation
CCs starting
CCs starting
Log-on window:
User name: administrator
Password: alcatel
All Rights Reserved © 2008, Alcatel-Lucent
17
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
51
CCs Application-Description and Installation
CCs General Parameters Management
New CCs user accounts
It’s possible to create new user accounts (administrator or supervisor), and
to assign specific rights for each of them
Topic explained in next chapter
CCs interface language
It’s possible to modify the CCs language
Go to: Configurations / Personal parameters
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
52
18
CCs Application-Description and Installation
CCs.ini file
CCs.ini file
This file is located in the CCs installation directory
It contains the CCs settings
Some CCs settings concerning the display of different windows, threshold
settings,…..can be adjusted using the "CUSTOMIZE" window
This window is used to modify settings in the CCs.ini file without having to
edit them manually
Any risk of error is avoided and the procedure is simplified
Parameters contained in the CCs.ini file have been grouped by topic and
there is a tab for each topic
All Rights Reserved © 2008, Alcatel-Lucent
19
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
53
CCs Application-Description and Installation
CCs.ini file
CCs.ini file
It’s possible to modify some parameters directly from the “CCS.ini” file
[network]
;file version number
version=6.0.86.30
;name of your PC Station; must be unique in your network
my_name=pc1
;period of verification of the connexion with the CCD ( in seconds )
;should not be under 30 if you use Excel; may be increased if you get disconnections while asking excel
;statistics through a slow network
PingPongPeriod=30
; Monosite or Multisite CCS?
MultiSite=0
; CCS light? (if =1, requires CCSLight token; if =0, requires Monosite or Multisite token according Multisite
parameter)
CcsLight=0
;Sites specifications; for each site:
;Site n°=master name, master port, backup name, backup port, Site prefix, CCS token server order, RTI token
server order
;Note: Windows 95 does not support TAB characters inside the parameters
Site 1=10.10.4.3,
2538,
NONE,
2538,
1_,
1,
1
All Rights Reserved © 2008, Alcatel-Lucent
Multi-site
Multi-site = 0 means that’s a mono-site CCs
Multi-site = 1 means that’s a multi-site CCs
⇒it’s possible to switch from mono-site to multi-site without uninstalling the CCs software, only by modifying this parameter
CCsLight
CCsLight = 0 means that’s a Full CCs
CCsLight = 1 means that’s a CCs Light
=>it’s possible to switch from Full CCs to CCs Light without uninstalling the CCs software, only by modifying this parameter
Site1
Here we retrieve the node declared from the CCs menu ( windows / customize / Network)
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
54
20
CCs Application-Description and Installation
CCs.ini file
CCs.ini file
Hour adjustment between CCsupervision and Alcatel OmniPCX Enterprise
[default_configuration]
; Time Zone:For conversion from Universal Coordinated Time (UTC or GMT)) to Local Time (LT).
; syntax timezone=UTC-LT in hours[:min]
;
;
;
;
;
case A: the A4400 you are connected to does NOT manage time zones
: timezone =-0 (does not depend on your time zone)
Windows must NOT change hour automatically (see configuration panel)
Windows setting to GMT(Monrovia, Casablanca),
PC clock changed manually at the shifts between summer time and winter time
;
;
;
case B: the A4400 you are connected to manages time zones
: timezone=WINDOWS (follows Windows settings, can change automatically;
A4400 must be in the same time zone than PC if PBX protocol below 46)
timezone=WINDOWS
All Rights Reserved © 2008, Alcatel-Lucent
21
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
55
CCs Application-Description and Installation
CCs.ini file
CCs.ini file
Hour adjustment between CCsupervision and Alcatel OmniPCX Enterprise
Usually, the time zones are managed in the PCX, so in the “CCs.ini” file, timezone
= windows
Time zone management in the OmniPCX Enterprise
Go to swinst (password = SoftInst)
2: Expert menu
6: System management
1: Date &time updte
2: Set timezone
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
56
22
CCs Application-Description and Installation
CCS.ini translation
CCS.ini translation
In case of new CCs software release installation, it’s possible to keep the
“customized CCs.ini file” of the previous release by doing the following
procedure:
Rename the old “CCs.ini” file in “CCs.MRG”
Install the new release (so, a new “CCs.ini” file will be created)
Copy the “CCs.MRG” file in the new CCs installation directory
Run the CCs
The previous CCs settings (contained in the CCs.MRG file) will be merged
automatically into the new “CCs.ini” file
All Rights Reserved © 2008, Alcatel-Lucent
23
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
57
CCs Application-Description and Installation
CCs.log file
CCs.log file
« CCs.log » file contains the CCs connection historic
19/06/07
15:59:47
19/06/07
15:59:47
Search for the protocol to use for the session on the site 10.19.1.3.
########## Opening the CCS application
19/06/07
19/06/07
19/06/07
19/06/07
15:59:47
15:59:47
15:59:47
15:59:47
10.19.1.3
10.19.1.3
10.19.1.3
10.19.1.3
19/06/07
15:59:47
-------> This Protocol needs a license.
19/06/07
15:59:47
CCS in NORMAL mode -> run the license process.
19/06/07
15:59:47
10.19.1.3 : Try to connect
19/06/07
15:59:47
Excel version : 9 (9.0)
19/06/07
15:59:48
10.19.1.3 : Connection established
19/06/07
19/06/07
15:59:48
15:59:48
10.19.1.3 : Ask for a Single-site license
10.19.1.3 : Read catalog - Cumul Nb Obj : Pilots=2 RGs=3 PGs=3 Agents=3 Filters=20
19/06/07
15:59:48
Licence - CCO=4 ICCOT=1
19/06/07
19/06/07
16:00:05
16:00:05
10.19.1.3 : Request to free the license.
########## Closing the CCS application ##########
:
:
:
:
##########
Try to connect
Connection established
Disconnect
Protocol ID: 90.
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
58
24
CCs Application-Description and Installation
prelogin.txt” file
“prelogin.txt” file
This file provides a pre-login screen used to display information on the CCs
PC before supervisor login
Procedure:
Create a “prelogin.txt” file
Enter a text in this file
Copy this file in the CCs installation directory
By default: C:\Program Files\Alcatel\A4400 Call center supervisor
Run the CCs
A window, in which the text is displayed, will appear
Close this “pre-login” window
Enter the CCs user login/password
All Rights Reserved © 2008, Alcatel-Lucent
25
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
59
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
60
26
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to install and configure the CCsupervision
MANAGEMENT
1.
Install the CCsupervision software in mono-site and Full mode
2.
Test the Ethernet link between the PC and the PABX with ping command
3.
Start de CCsupervisor
-
-
Log in
-
User name: Administrator
-
Password: “alcatel”
Declare the PCX in the CCs
4.
Switch the CCs from mono-site to multi-site by modifying the “CCs.ini” file. Test it.
5.
Switch the CCs from Full mode to Light mode by modifying the “CCs.ini” file. Test it.
What are the main differences between Full & Light modes?
6.
Switch back the CCs from Light mode to Full mode by modifying the “CCs.ini” file.
Issue 03
Ref. CCD01003H01TEUS.doc
HO. 1
All Rights Reserved © 2006, Alcatel-Lucent
61
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
HO. 2
Ref. CCD01003H01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
62
Issue 03
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to install and configure the CCsupervision
MANAGEMENT
1.
Install the CCsupervision software in mono-site and Full mode
Run “Setup.exe”
Issue 03
Ref. CCD01003S01TEUS.doc
HOS. 1
All Rights Reserved © 2006, Alcatel-Lucent
63
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
HOS. 2
Ref. CCD01003S01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
64
Issue 03
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
Issue 03
Ref. CCD01003S01TEUS.doc
HOS. 3
All Rights Reserved © 2006, Alcatel-Lucent
65
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
HOS. 4
Ref. CCD01003S01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
66
Issue 03
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
Issue 03
Ref. CCD01003S01TEUS.doc
HOS. 5
All Rights Reserved © 2006, Alcatel-Lucent
67
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
2.
HOS. 6
Test the Eethernet link between the PC and the PABX with ping command
From the PC : Start Run ping <nodeX MAIN CPU IP address>
Ref. CCD01003S01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
68
Issue 03
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
3.
Start de CCsupervisor
-
Declare the PCX in the CCs
-
Configure the PC hosts file (if there is no DNS server)
Note: the hosts file is located in c:\winnt\system32\drivers\etc
e.g:
10.19.1.3
node1
-
Configure the CCs
/Window/customize
-
Log in
Issue 03
-
User name: Administrator
-
Password: “alcatel”
Ref. CCD01003S01TEUS.doc
HOS. 7
All Rights Reserved © 2006, Alcatel-Lucent
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4.
Switch the CCs from mono-site to multi-site by modifying the “CCs.ini” file. Test it
Go to the CCs installation directory (by default: C:\Program Files\Alcatel\A4400 Call center
supervisor), and edit the “ccs.ini” file
Modify the “Multi-site” parameter; switch the value from 0 to 1
HOS. 8
Ref. CCD01003S01TEUS.doc
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CCsupervision Installation
5.
Switch the CCs from Full mode to Light mode by modifying the “CCs.ini” file. Test it
Go to the CCs installation directory (by default: C:\Program Files\Alcatel\A4400 Call center
supervisor), and edit the “ccs.ini” file
Modify the “CCsLight” parameter; switch the value from 0 to 1
What are the main difference between Full & Light modes?
With the CCs light, it’s impossible to:
-
create Excel statistic files
-
manage the pilots
-
manage the queue
-
manage the processing groups
-
open / close directions in the routing rule
-
open / close directions in the distribution rule
-
manage priorities in the routing and distribution rules
-
manage the system parameters (refresh period, …)
-
manage the emergency closure…
Issue 03
Ref. CCD01003S01TEUS.doc
HOS. 9
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6.
Switch back the CCs from Light mode to Full mode by modifying the “CCs.ini” file.
Go to the CCs installation directory (by default: C:\Program Files\Alcatel\A4400 Call center
supervisor), and edit the “ccs.ini” file
Modify the “CCsLight” parameter; switch back the value from 1 to 0
HOS. 10
Ref. CCD01003S01TEUS.doc
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Issue 03
NOTES
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Al c at el -Luc ent Universit y – ht t p s://www.b usinessp ar t ner.alcatel-lucent.c o m
Alcatel-Lucent OTCC Standard Edition
CCd management with Expert tool or mgr
PROCEDURE
OBJECTIVE
-
To learn how to manage a CCd Matrix using the Expert tool or mgr
Issue 04
Ref. CCD01001C01TEUS.doc
P. 1
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CCd management with Expert tool or mgr
PROCEDURE
1.
ACD prefix creation
Application
Expert tool
Tab
Path
/Translator /prefix plan
Action
Create
Number:
<choose a free number in the numbering plan>
Prefix meaning:
Local features
Local features:
ACD prefixes
Nota : This prefix is mandatory in order to be able to create CCd objects (pilot, queue…)
and is useful for agent features (log on, log off, wrap up, withdrawal…) when the
agent uses a set without display.
E.g.:
2.
ACD prefix
+1= withdraw
+2 =wrap-up
+3 = supervisor call
+5 = log-off
+6 = log-on
Management of the phone features COS
Application
Expert tool
Path
/Classes of service / Phone Features COS
Action
Review/Modify
Phone Features COS
Tab
<choose a number used by the CCd set>
PCX services
ACD prefixes
1 <to authorized the ACD prefix>
Nota : Processing group creation
P. 2
Ref. CCD01001C01TEUS.doc
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CCd management with Expert tool or mgr
3.
Processing groups creation
3.1. Agent processing group creation
Application
Expert tool
Path
/Applications /CCd /Processing Group
Action
Create
Directory Number:
Tab
<choose a free number in the numbering plan>
Name:
Type:
Agent
Search mode:
Circular / search for longest idle / sequential
Rotation timer:
150 (15 sec)
Ringing supervision timer:
3000 (300 sec)
Ringing supervision Dir N°
Nota : Rotation timer: timer for unanswered calls set rotation within this P.G
Ringing supervision timer: timer after which the calls overflow to a ringing
supervision directory number
Ringing supervision Dir N°: can be a set, an attendant, a speed dialing number, a
PCX group…
3.2. Forwarding Processing group creation
Application
Expert tool
Path
/Applications /CCd /Processing Group
Action
Create
Directory Number:
Tab
<choose a free number in the numbering plan>
Name:
Type:
Forwarding
Forwarding Dir N°:
Directory number to which incoming calls to this P.G are
routed.
Nota : Possible Forwarding Dir N° are: set, agent, supervisor, attendant, attendant
group, speed dialing number, pilot, voice mail, PCx group…
Issue 04
Ref. CCD01001C01TEUS.doc
P. 3
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3.3. Rerouting Processing group creation
Application
Expert tool
Path
/Applications /CCd /Processing Group
Action
Create
Directory Number:
Tab
<choose a free number in the numbering plan>
Name:
Type:
Re-routing
Voice directory number:
Number of the external resource to which calls arriving on
this P.G are routed. Possible numbers are: speed dialing
numbers, network number, routing number, …
Data directory number:
Address of the external resource used by the virtual
service in the case where the re routing directory number
used for call distribution via the telephone link is an ARS
prefix.
Possible value: a network call prefix
corresponding to a pilot on another node
In the case where the remote pilot directory number
(voice) is not an ARS prefix, this field must not be
completed (the previous parameter "Voice directory
number" is used by default).
3.4. Voice guide Processing group creation
Application
Expert tool
Path
/Applications /CCd /Processing Group
Action
Create
Directory Number:
Tab
<choose a free number in the numbering plan>
Name:
Type:
Voice guide
Guide number:
Voice guide number to be broadcast to the callers
Guide timer:
Voice guide broadcast duration
Number broadcast:
Number of times that the voice guide will be broadcast
Nota : For the voice guide broadcast, the system uses either the duration or the number
of times
If both parameters are managed, the system uses the number of times.
P. 4
Ref. CCD01001C01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
CCd management with Expert tool or mgr
4.
Queues creation
4.1. Normal waiting queue creation
Application
Expert tool
Path
/Applications /CCd /queue
Action
Create
Directory Number:
Name:
Type:
Distribution direction 0:
...
Distribution direction 29:
Wait queue superv. Timer:
Wait queue superv. Dir N°:
Traffic sampling period:
Max waiting time:
Tab
<choose a free number in the numbering plan>
Normal
<enter a processing group number >
3000 (300 sec)
5 mn (2mn min….15 mn max)
3000 (300 sec)
Nota : Wait queue superv. Timer:timer after which a call exits a queue and is routed to
the “wait queue superv. Timer Dir N°”
Wait queue superv. Timer Dir N°: Enter the directory Number to which a call is
switched when a call has been too long in a queue (set, agent, supervisor, speed
dialing, pilot,…)
Traffic sampling period: Enter the TSP value used to calculate the average waiting
period
Max waiting time: Enter the timeout duration (MWT) indicating that the waiting
queue is congested. This parameter is used to define the queue capacity.
Issue 04
Ref. CCD01001C01TEUS.doc
P. 5
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CCd management with Expert tool or mgr
4.2. Intelligent overflow (Mutual Aid) queue creation
Application
Expert tool
Path
/Applications /CCd /queue
Action
Create
Directory Number:
Name:
Type:
Distribution direction 0:
...
Distribution direction 29:
Tab
<choose a free number in the numbering plan>
Intelligent overflow
<enter a processing group number >
Nota : Only Forwarding or rerouting processing groups can be connected to an
« intelligent overflow » queue
4.3. Redirection (Dissuasion) queue creation
Application
Expert tool
Path
/Applications /CCd /queue
Action
Create
Directory Number:
Tab
<choose a free number in the numbering plan>
Name:
Type:
Redirection
Distribution direction 0:
<enter a processing group number >
...
Distribution direction 29:
Nota : All processing groups types can be connected to a «redirection» queue
P. 6
Ref. CCD01001C01TEUS.doc
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CCd management with Expert tool or mgr
5.
Pilot creation
Application
Expert tool
Path
/Applications /CCd /pilot
Action
Create
Pilot directory number:
Tab
<choose a free number in the numbering plan>
Name:
Routing direction 0:
<enter a queue number >
...
Routing direction 19:
6.
Routing rule management
6.1. Routing rule creation
Application
Expert tool
Tab
Path
/Applications /CCd /Pilot /Pilot Rule Guide
Action
Create
Pilot Directory Number:
Pilot rule number:
Name:
< enter a pilot directory number >
0-29
Greeting (norm)
Normal mode
Intro / greeting guide number:
Intro / greeting guide timer:
Broadcast number:
70
100
0
Level 1 to 5(norm)
Parking voice guide in normal mode
Waiting time dependant table:
Directory N°:
Waiting guide:
Waiting guide Timer:
Broadcast number:
Auto Cut waiting guide:
< Advanced feature >
< Advanced feature, used for IVR or IAA >
Voice guide number
True / False
Level 6(norm)
Waiting time dependant table:
Directory N°:
Waiting guide:
Issue 04
< Advanced feature >
< Advanced feature, used for IVR or IAA >
76 (Voice guide number)
Ref. CCD01001C01TEUS.doc
P. 7
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CCd management with Expert tool or mgr
Greeting (gfo)
Intro / greeting guide number:
Intro / greeting guide timer:
Broadcast number:
Level 1 to 5(gfo)
General forwarding mode
Waiting time dependant table:
<Advanced features, used for calls distribution
when the pilot is closed>
Directory N°:
Waiting guide:
Waiting guide Timer:
Broadcast number:
Auto Cut waiting guide:
Level 6(gfo)
Waiting time dependant table:
Directory N°:
Waiting guide:
Greeting (blocked)
Blocked mode
Intro / greeting guide number:
Intro / greeting guide timer:
Broadcast number:
<Advanced features, used for calls distribution
when the pilot is blocked>
Level 1 to 5(blocked)
Waiting time dependant table:
Directory N°:
Waiting guide:
Waiting guide Timer:
Broadcast number:
Auto Cut waiting guide:
Level 6(blocked)
Waiting time dependant table:
Directory N°:
Waiting guide:
Nota : If we want to configure only one waiting guide, we must configure the parking
guide level 6.
P. 8
Ref. CCD01001C01TEUS.doc
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CCd management with Expert tool or mgr
6.2. Routing rule configuration
Application
Expert tool
Tab
Path
/Applications /CCd /Pilot / Pilot Rule Direction
Action
Review / modify
Pilot directory number:
<Enter a pilot directory number >
Pilot rule number:
0-29
Routing direction 0 - 19
Queue directory number
Queue number (automatically displayed)
Priority (norm):
0 up to 9 (0 is the highest priority)
Queuing time handicap (norm):
<Advanced feature >
Direction Open (norm):
<To open or close the direction>
Priority (genfwd):
<Advanced feature>
Queuing time handicap (genfwd): <Advanced feature>
Direction Open (genfwd):
<Advanced feature>
Direction Open (blo):
<Advanced feature>
Used for blockage (norm):
<Define if this direction is a main direction, a pilot must
have one or several main direction>
Nota : That configuration is available if the pilot has one or several routing directions
configured in STEP 5. Indeed, in STEP 5, we have associated each pilot with
several queues
6.3. Routing rule assignment to a pilot
Application
Expert tool
Path
/Applications /CCd /pilot
Action
Review / modify
Pilot directory number:
Current pilot rule number:
Issue 04
Tab
<choose the pilot number managed in STEP 5 >
<enter the routing rule number, created in STEP 6 >
Ref. CCD01001C01TEUS.doc
P. 9
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7.
Distribution rule management
7.1. Distribution rule creation
Application
Expert tool
Path
/Applications /CCd /Distribution Rule
Action
Create
Rule Number:
Tab
< 0 to 29>
Rule name:
Active Rule:
Yes or No
Nota : The distribution rule is common to the whole CCd matrix. At a time, there is only 1
active CCd distribution rule. A distribution rule is not associated to a specific
queue or to a specific processing group.
7.2. Distribution rule: resource selection
Application
Expert tool
Tab
Path
/Applications /CCd /Distribution Rule /Resource selection configuration
Action
Review / Modify
Rule Number:
< 0 to 29 >
Queue Directory Number:
< enter a queue number created in STEP 4>
Distribution direction 0 - 29
Processing group Dir. No.:
< P.G number is displayed >
Resources selection priority:
< 0 to 9>
Handicap on LIT:
< Advanced feature>
Direction Open:
< True or False >
Nota : This management step is used to manage a priority. In this menu, all the
processing groups which have been associated to the queue in the STEP 4 will be
available.
P. 10
Ref. CCD01001C01TEUS.doc
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CCd management with Expert tool or mgr
7.3. Distribution rule: call selection
Application
Expert tool
Tab
Path
/Applications /CCd /Distribution Rule /Call selection configuration
Action
Review / Modify
Rule Number:
< 0..29 >
PG Directory Number:
< enter a P.G number created in STEP 3 >
Distribution direction 0 - 29
Queue Directory number:
Queue number (automatically displayed)
Call selection priority:
< 0 to 9, not available for dissuasion and mutual-aid>
Handicap on waiting time:
<Advanced feature>
Distribution threshold:
<Advanced feature>
Predictible Distri Threshold:
<Advanced feature>
Direction Open:
True or False
Nota : This configuration is available only if some waiting queues have been associated
to processing groups in STEP 4
8.
ACD authorized set (physical sets) creation
Application
Expert tool
Path
/Users
Action
Create
Tab
Directory number:
< enter a free directory number >
Shelf address:
ACT number
Board address:
Board number
Equipment address:
Equipment number
Set type:
4068, 4039, 4038, 4035T, 4004 or ANALOG
ACD station:
ACD authorized phone set
Issue 04
Ref. CCD01001C01TEUS.doc
P. 11
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CCd management with Expert tool or mgr
9.
Agent station (virtual set) creation
Application
Expert tool
Path
/Users
Action
Create
Tab
Directory number:
< enter a free directory number >
Shelf address:
255
Board address:
255
Equipment address:
255
Set type:
4035T or 4068
ACD station:
Agent
Nota : If the ACD authorized set is a 4035 set fitted with a terminal adapter, the agent
station has to be a 4035T set
10.
Supervisor station creation
Application
Expert tool
Path
/Users
Action
Create
Tab
Directory number:
< enter a free directory number >
Shelf address:
255
Board address:
255
Equipment address:
255
Set type:
4035T, 4038, 4039 or 4068
ACD station:
Supervisor
Nota : If the ACD authorized set is a 4035 set fitted with a terminal adapter, the agent
station has to be a 4035T set
P. 12
Ref. CCD01001C01TEUS.doc
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CCd management with Expert tool or mgr
11.
CCd users (agent and supervisor) properties
Application
Expert tool
Tab
Path
/Applications /CCd /CCd users / CCd operations data management
Action
Review / modify
Directory number:
<Enter an agent or supervisor directory number >
Type of CCd user:
Agent / supervisor (automatically displayed)
Associated phone set:
Self- assignable agent:
True / False
Secret code expected:
True / False
Nota : Associated phone set: if agent is mobile, leave this parameter empty; if this agent
is fixed, enter to ACD authorized phone set on which the agent will log on
Self-assignable agent: if enabled, during the log on procedure, the agent will be
allowed to choose his processing group number(among the list of attachment)
Secret code expected: If enabled, this agent has to enter is secret code during the
log on procedure
12.
Attachment list for CCd users
Application
Expert tool
Tab
Path
/Applications /CCd/CCd users / CCd operations data management / List of
attachments
Action
Create
Directory number:
<Enter an agent or supervisor directory number >
Processing group number:
<Enter P.G directory number >
Preferential processing group:
Nota : An agent must be attached to a processing group to allow log-on attempts to this
processing group.
Preferential processing group: if managed, at log-on procedure, the agent will be
automatically assigned to this processing group ; A supervisor can’t have any
preferential processing group
Issue 04
Ref. CCD01001C01TEUS.doc
P. 13
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CCd management with Expert tool or mgr
P. 14
Ref. CCD01001C01TEUS.doc
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Issue 04
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CCd matrix management
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to create a CCd matrix (pilots, queue, …)
MANAGEMENT
1.
Create the following CCd matrix
3X600
3X601
3X700
Normal
3X701
Mutual aid
3X702
Dissuasion
3X800
Agent PG
3X801
Forward PG
3X802
Voice guide
Declare:
-
The 2 pilots, the 3 waiting queues and the 3 processing groups (X=Node Number)
-
3 “ACD authorized” sets (3X000, 3X001, 3X002)
-
Two “agent” sets (N°: 3X500 and 3X501)
-
One “supervisor” set (N°: 3X502)
-
The agent 3X500 will be fixed (set 3X000) and self-assignable
-
The agent 3X501 will be mobile but not self-assignable
-
The agent 3X501 has a preferential processing group (3X800)
-
The secret code is not required to logon.
Issue 03
Ref. CCD01001H01TEUS.doc
HO. 1
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CCd matrix management
2.
Manage the routing & distribution rules:
-
In normal state, the pilot 3X600 is connected first to the normal waiting queue; this
one uses the agent processing group. In case of congestion, the mutual aid waiting
queue will be used. This waiting queue is connected to the forward processing group
(forward to the analog set 3X010)
-
In normal state, the pilot 3X601 is connected first to the normal waiting queue; this
one uses the agent processing group. In case of congestion, the dissuasion waiting
queue will be used. This dissuasion waiting queue is connected to the voice guide
processing group (use the default voice guide number 1).
3.
Logon the agents in the agent PG.
4.
Call the pilots from outside using the ISDN simulator:
-
-
Note:
HO. 2
prefix to dial out:
-
using the T2 line: #0X2
-
using the T0 line: #0X0
number to dial on the line:
-
for incoming calls on the T2 line: YYcr43XYYY
-
for incoming calls on the T0 line: YYcr53XYYY
X = node number, cr = classroom number, Y = any digit from 0 to 9
Ref. CCD01001H01TEUS.doc
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Issue 03
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CCd matrix management
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to create a CCd matrix (pilots, queue, …)
Note:
in the example given, X = node number = 1
MANAGEMENT
1.
Manage the ACD prefix: go to “Translator / prefix plan / create”
2.
Manage the “ACD authorized” sets: go to “Users / Create”
-
Note:
Issue 03
Do this management for the sets 3X000,3X001,3X002
Create the right type of set according to the extensions available on your system.
Ref. CCD01001S01TEUS.doc
HOS. 1
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CCd matrix management
3.
Manage the “agent and supervisor sets”: go to “Users / create ”
-
Note:
HOS. 2
Do this management for the sets 3X500,3X501,3X502
choose the set type according to the OXE release and the licenses available on the
system
Ref. CCD01001S01TEUS.doc
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CCd matrix management
4.
Allow the “ACD prefix” use in the “ACD authorized” and in the “agents / supervisors” sets
phone C.O.S:
-
5.
Go to: “classes of service / phone features COS / Review/modify “
Manage the processing groups: go to “Applications / CCD / Processing groups / create”
Do this management for the PG 3X800,3X801,3X802
-
PG 3X800: PG type = agent
-
PG 3X801: PG type = forwarding
Issue 03
Ref. CCD01001S01TEUS.doc
HOS. 3
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CCd matrix management
-
6.
PG 3X802: PG type = voice guide ….
Manage the waiting queues: go to “Applications / CCD / Queue / create”
- Do this management for the queues 3X700,3X701,3X702
3X700 = Waiting queue type: Normal and declare the reachable processing groups (in this
example, the agent P.G)
3X701 = Waiting queue type: Intelligent overflow (= mutual aid) and declare the reachable
processing groups (in this example, the forwarding P.G)
3X702 = Waiting queue type: Redirection (= dissuasion) and declare the reachable
processing groups (in this example, the voice guide P.G)
HOS. 4
Ref. CCD01001S01TEUS.doc
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CCd matrix management
7.
8.
Manage the pilots: go to “Applications / CCD / Pilot / create”
-
Do this management for the pilots 3X600,3X601 and declare the queue which are
reachable for each pilot
-
Pilot 3X600 is linked with the queues 3X700 & 3X701
-
Pilot 3X601 is linked with the queues 3X700 & 3X702
Manage the routing rules:
-
In normal state, the pilot 3X600 is connected first to the normal waiting queue; this
one uses the agent processing group. In case of congestion, the mutual aid waiting
queue will be used. This queue is associated to the forwarding P.G
-
Go to: “Applications / CCD / Pilot / Pilot rule Guide / create ”
-
Specify the voice guides (greeting, parking voice guides) used by this pilot, according to
its state (normal, general forwarding, blocked)
Issue 03
Ref. CCD01001S01TEUS.doc
HOS. 5
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9.
HOS. 6
-
Go to: “Applications / CCD / Pilot / Pilot rule direction / review/modify ”
-
In this management menu, you can open or close a direction (towards a queue)
according to the pilot status (normal, general forwarding, blocked) and you can manage
the priority values
-
In this example, the pilot 34600 can use 2 queues (34700 and 34701)
-
The queue 34700 will be used first because of its priority value (0); in case of
congestion, the queue 34701 will be used (priority=1)
-
Do the same kind of management for the pilot 3X601 according to the lab requirement.
Routing rule assignment to the pilot
-
Go to “Applications / CCD / Pilot / review/modify” and assign the routing rule
managed previously to the pilot
-
Do the same management for the pilot 3X601
Ref. CCD01001S01TEUS.doc
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CCd matrix management
10.
Manage the distribution rules
-
In normal state, the pilot 3X600 is connected first to the normal waiting queue; this
one uses the agent processing group. In case of congestion, the mutual aid waiting
queue will be used. This queue is associated to the forwarding P.G
-
In normal state, the pilot 3X601 is connected first to the normal waiting queue; this
one uses the agent processing group. In case of congestion, the dissuasion waiting
queue will be used. This dissuasion waiting queue is connected to the voice guide
processing group
-
Go to: “Applications / CCD / Distribution rule / Create ”
-
Go to: “Applications / CCD / Distribution rule / resources selection configuration /
review/modify “
-
For each queue, open the direction and manage a resource selection priority
-
Queue 3X700 is linked to processing group 3X800, with a resource selection priority 0
-
Queue 3X701 is linked to processing group 3X801, with a resource selection priority 0
Issue 03
Ref. CCD01001S01TEUS.doc
HOS. 7
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Alcatel-Lucent OTCC Standard Edition
CCd matrix management
HOS. 8
-
Queue 3X702 is linked to processing group 3X802, with a resource selection priority 0
-
Go to: “Applications / CCD / Distribution rule / Call selection configuration /
Review/modify ”
-
For the Agent processing group, manage the call selection priority, and check that the
direction is open
Ref. CCD01001S01TEUS.doc
All Rights Reserved © 2007, Alcatel-Lucent
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Issue 03
Alcatel-Lucent OTCC Standard Edition
CCd matrix management
11.
Manage the CCd users properties
-
The agent 3X500 will be fixed (set 3X000) and self-assignable
-
The agent 3X501 will be mobile but not self-assignable
-
The secret code is disable for both of them
Go to: “Applications /CCD/ CCD users / CCD operations data management /
Review/modify”
Do the management for the agent 3X501
Issue 03
Ref. CCD01001S01TEUS.doc
HOS. 9
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Alcatel-Lucent OTCC Standard Edition
CCd matrix management
12.
Create the agents / supervisor attachment list
-
Go to: “Applications / CCD / CCD users / CCD operations data management / List of
attachments / Create “
-
The agent 34500 is allowed to log on in the processing group 34800
-
Do the same management for the agent 34501 and for the supervisor 34502
-
Don’t forget the manage a preferential P.G for the agent 34501
-
The matrix should be like that once an agent is logged:
HOS. 10
Ref. CCD01001S01TEUS.doc
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Issue 03
NOTES
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Al c at el -Luc ent Universit y – ht t p s://www.b usinessp ar t ner.alcatel-lucent.c o m
Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Local Hybrid Link
All Rights Reserved © 2006, Alcatel-Lucent
1
OBJECTIVES
To create a local hybrid link
To call pilots internally
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Local Hybrid Link
Ref. CCD01011P01TEUS
Issue 03
103
Local Hybrid Link
Overview
Purpose
The purpose is to call a pilot locally
Definition
The link is setup on a single node
The local hybrid link is declared:
toward a network different from the local network (adjacent network)
toward the local node (adjacent node)
Characteristics
It ‘s possible to configure up to 24 accesses per hybrid link
(30 channels per access)
2 accesses minimum have to be managed
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Local Hybrid Link
Ref. CCD01011P01TEUS
Issue 03
104
2
Local Hybrid Link
Overview
31002
Statistic Pilot
31500
Pilot
31001
31400
All Rights Reserved © 2006, Alcatel-Lucent
3
An internal user could call directly a pilot (routing pilot or statistic pilot) by dialing the pilot number
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Local Hybrid Link
Ref. CCD01011P01TEUS
Issue 03
105
Local Hybrid Link
Management
Local Hybrid Link
Create a logical link
Inter-Nodes Links / Logical Links (ABC-F)
Link Name
Link Type
Adjacent Node
Adjacent Network
Multi access hybrid link
: Loop
: Hybrid
: 1; local node number
: 15; network different from the local network
: YES
Create up to 24 accesses in this logical link
Inter-Nodes Links / Logical Links (ABC-F) / Hybrid Link Access
Link Name
: Loop
Access number
Signaling type
: 1 (1…24)
: B Channel
All Rights Reserved © 2006, Alcatel-Lucent
Note:
• Local hybrid link management
Adjacent Node: 1 => it is the local node
Adjacent Network: 15 => it is another number than the local network number
• In order to check your “network number” and your “node number”, go to:
System (review-modify)
- Node number: 1
- Network number: 0
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Local Hybrid Link
Ref. CCD01011P01TEUS
Issue 03
106
4
Local Hybrid Link
Management
Pilot parameters
Internal calls on routing pilots have to be enabled
Applications / CCd / pilot
ABC local call allowed: True
Note: in order to call locally statistic pilots, this feature must be validated in the
“routing pilot” parameters
All Rights Reserved © 2006, Alcatel-Lucent
5
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Local Hybrid Link
Ref. CCD01011P01TEUS
Issue 03
107
Local Hybrid Link
Maintenance
Maintenance
It’s possible to visualize the status of the hybrid link by using the “hybvisu”
command
Usage:
hybvisu [-f] all
hybvisu [-f] link (2000-2099)
hybvisu [-f] node (0-99)
hybvisu [-f] link (2000-2099) access (1-24|all)
hybvisu [-f] node (0-99) access (1-24|all)
-f: full display
In case of trouble, it’s possible to reset the local hybrid link by using the
“rsthyb”command
Usage:
Reset access by access: rsthyb <distant node> <access number>
Reset all accesses: rsthyb <distant node> all
All Rights Reserved © 2006, Alcatel-Lucent
The node number is the distant node on which the link is declared
In case of local hybrid link, the node number is, of course, the local node
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Local Hybrid Link
Ref. CCD01011P01TEUS
Issue 03
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6
Local Hybrid Link
Maintenance
Maintenance (example)
“hybvisu”command
Some information is available
Link number: 2000
Link name: hyb_link
Access type: B channel
Access state: UP
All Rights Reserved © 2006, Alcatel-Lucent
7
In this example, the local node is node number 2
So, this local hybrid link is declared toward the node 2
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Local Hybrid Link
Ref. CCD01011P01TEUS
Issue 03
109
Local Hybrid Link
Maintenance
Maintenance
The « local call » feature is free of charge
In « ACTIS » quotation tool, there is one parameter for this feature which is
used in order to size the call server memory
All Rights Reserved © 2006, Alcatel-Lucent
Local calls for OmniTouch
• Box checked: A pilot may be called locally, directly via its MCDU. This function requires that the CPU RAM capacity be
dimensioned.
• Box unchecked: A pilot cannot be called locally.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Local Hybrid Link
Ref. CCD01011P01TEUS
Issue 03
110
8
Alcatel-Lucent OTCC Standard Edition
Set-up local call to pilot
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to setup pilot local call
MANAGEMENT
1.
Create the Hybrid Link
2.
Test the local call and check the supervision
Issue 04
Ref. CCD01011H01TEUS.doc
HO. 1
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111
Alcatel-Lucent OTCC Standard Edition
Set-up local call to pilot
HO. 2
Ref. CCD01011H01TEUS.doc
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112
Issue 04
Alcatel-Lucent OTCC Standard Edition
Set-up local call to pilot
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to setup pilot local call
MANAGEMENT
1.
Create the Hybrid Link.
-
Go to “Inter-Nodes Links / Logical Links (ABC-F)”
-
Adjacent node = your node number
-
Adjacent network = different from your network number
-
Go to “Inter-Nodes Links / Logical Links (ABC-F) / Hybrid Link Access”
Issue 04
Ref. CCD01011S01TEUS.doc
HOS. 1
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Alcatel-Lucent OTCC Standard Edition
Set-up local call to pilot
2.
-
Declare at least 2 accesses (B channel type)
-
Validate the “ABC calls” features on the pilot
-
Go to “Applications / CCD /pilot”
Test the local call and check the supervision
Run the “hybvisu” command
The “Main state” for the 2 accesses must be UP
Note:
HOS. 2
in case of trouble, reset the hybrid link by using the command “rsthyb node
number all”
Ref. CCD01011S01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
114
Issue 04
NOTES
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Al c at el -Luc ent Universit y – ht t p s://www.b usinessp ar t ner.alcatel-lucent.c o m
Alcatel-Lucent OmniTouch Contact Center
Standard Edition
CCd configuration by using the CCs
All Rights Reserved © 2006, Alcatel-Lucent
1
OBJECTIVES
To known how to manage the CCs users (administrators and supervisors) with some rights
To manage the personal parameters of these users
To know the management possibilities of the CCd objects
To create and manage an agent Team
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCd configuration by using the CCs
Ref. CCD01004P01TEUS
Issue 03
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CCd configuration by using the CCs
Summary
CCs users configuration
Personal and system parameters
Pilots configuration
Waiting queues configuration
Agents and other processing groups configuration
Agents configuration
Teams configuration
Super / hyper objects configuration
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCd configuration by using the CCs
Ref. CCD01004P01TEUS
Issue 03
118
2
CCd configuration by using the CCs
User account
User account management
Up to 50 user accounts can be created per CCd
Users can be administrators or supervisors
An administrator:
Has full rights for distribution objects and can create another user (administrator or
supervisor)
Can modify supervisor rights
All Rights Reserved © 2006, Alcatel-Lucent
3
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCd configuration by using the CCs
Ref. CCD01004P01TEUS
Issue 03
119
CCd configuration by using the CCs
User account
User account management
The procedure to be followed to configure a supervisor is:
Create the supervisor
Specify his category (administrator/supervisor)
If he is not an administrator:
Select the objects for which he will have configuration rights.
Specify the objects for which he will have viewing/display rights only
In the “Configuration” menu, select “Supervisor rights”
All Rights Reserved © 2006, Alcatel-Lucent
Configuration rights: modification of configuration parameters ( pilots, waiting queues, processing groups, and so on...) The
configuration right give automatically the consultation right.
Consultation right: display of the configuration right and the real time information.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCd configuration by using the CCs
Ref. CCD01004P01TEUS
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4
CCd configuration by using the CCs
User account
User account management
Go to the CCs menu: Configuration / supervisors rights
All Rights Reserved © 2006, Alcatel-Lucent
5
First, a supervisor is created with a name and a password, this can only be done by an administrator.
Then the administrator allows him some rights on the CCd objects; these rights can be in consultation or in configuration.
In consultation, the supervisor can only view the management, he can’t modify anything.
So now the supervisor can make a log-in to the CCs with his name and his password.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCd configuration by using the CCs
Ref. CCD01004P01TEUS
Issue 03
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CCd configuration by using the CCs
Personal parameters
Personal parameters management
Go to the CCs menu: Configuration / personal parameters
All Rights Reserved © 2006, Alcatel-Lucent
"Monitoring Sampling Period (MSP)"
This is the duration during which the real time statistics are drawn up for the supervisor concerned. This period is a sliding scale
since it only concerns the last xx minutes. Select a value between 5 and 60 minutes.
"Language"
Each user can define the language in which he wants to work. Select the language via the list.
"Receive real-time data"
-Box checked: the user receives the data in real time.
-Box not checked: the user does not receive the data in real time (traffic and alarms). Used when the user outputs statistics or
carries out configuration without requiring real time states. The alarm windows are no longer displayed on screen.
"Change password"
-"Old password“: Enter the old password
-"Password (1 to 8 char)“: Enter the new password (1 to 8 characters). This is not case sensitive.
-"Confirm password“: Confirm the new password.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCd configuration by using the CCs
Ref. CCD01004P01TEUS
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6
CCd configuration by using the CCs
System parameters
System parameters management
Go to the CCs menu: Configuration / system
All Rights Reserved © 2006, Alcatel-Lucent
7
Real-Time refreshing period.
Define the rhythm to which the CCd sends actualization data to the CCs station, what condition Real-Time data refreshing
period:
- Agents state (conversation, ringing etc.)
- Pilots state (calls number in camp-on, calls number in conversation, etc.) - etc.
The advice value is to 3 seconds.
Real-Time refreshing period of circulars diagrams of pilots, etc. is equal to 10 times Real-Time refreshing period.
Statistic treatment period
That period corresponds to the duration on which the differed statistics calculations are carried out, in this way defining the
minimum granularity for the counters observations.
That data is not changeable by the Supervisor.
It is accessible only to the Administrator from the PABX.
Password.
If manage, to protect the privacy of the agents
Site: when the CCs is of multi-CCd type, the above values concern the login site. The whole modification of above values could
only be carried out by the login site.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCd configuration by using the CCs
Ref. CCD01004P01TEUS
Issue 03
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CCd configuration by using the CCs
Pilots
Pilots management
Go to the CCs menu: Configuration / pilot
Automatic wrap up
All Rights Reserved © 2006, Alcatel-Lucent
8
Select the pilot in the list by « name » or by « number ».
Possible WQs: pilot access to one or several waiting queues (20 max). Advice not to change.
Change pilot name:16 characters maxi. Display on the agent set when a call , coming from that pilot , arrives.
Pause between two calls: pause time between two calls, given to the agent after a communication come from that pilot. (Pause
«trade union»).
Duration of a Wrap-Up: time given automatically to the agent in order to allow him, after his communication, to carry out an
information work concerning his communication (Capture on informatic, etc.).
Language: To choose the language to display the guides.
Automatic Wrap-up >>>> Pilot
Pause Wrap-up >>>>>>> PG Agents
Idle Wrap-up >>>>>>> PG Agents
These different wrap-up can be started manually by the agents.
Eternal Wrap-up ( PG Agents):when an agent is in wrap up to his request, the wrap up can be maintained even if the agent
carries out phone operations (calls ...). At the conclusion of these operations, the agent comes back to the wrap up state until
that the wrap up duration is finished.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCd configuration by using the CCs
Ref. CCD01004P01TEUS
Issue 03
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CCd configuration by using the CCs
Pilots
Pilots management
Go to the CCs menu: Configuration / pilot
Pacman
All Rights Reserved © 2006, Alcatel-Lucent
9
Service level: Calls Percentage come from the pilot and having obtained a response in an inferior time to a certain duration,
(declared duration in the following heading).
Inf to. response time.: Counted duration at the conclusion of the overview guide listening, until to the agent unhooking. (waiting
queue sum + agent ringing).
« Pacman » changes of color in function of the « Service level » (Q.L)
PACMAN Colors:
Green (equal service level or superior to the fixed alert threshold for that pilot),
Yellow (Inferior service level to the fixed alert threshold for that pilot in being superior or equal to 0,8 times that threshold),
Red (Inferior service level to 0,8 times the fixed alert threshold for that pilot).
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCd configuration by using the CCs
Ref. CCD01004P01TEUS
Issue 03
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CCd configuration by using the CCs
Pilots
Pilots management
Go to the CCs menu: Configuration / pilot
All Rights Reserved © 2006, Alcatel-Lucent
10
Alert threshold: define the edited pilots alerts in the « Alarms » window.
Max Conversation Duration.: Passed maxi time in ACD conversation.
During the conversation time measure, if the agent carries out a phone operation ( ex: call of a supervisor) the count is reseted,
then taken again.
Min conversation duration.:defines the minimum time of an agent conversation.
Wrap-up duration:wrap-up duration (automatic + manual) over which an alert is sent.
At the conclusion of the conversation, the agent has an automatic wrap-up duration, if that time is insufficient for him, he can
extend it in manual wrap-up, that the duration is defined to the level of the « processing Group ».
Efficiency:Percentage of the served calls number (having obtained a response or succeeded on an agent) in relation to the
incoming calls number.Calculated on the Monitoring Sampling Period (MSP) comes in addition to the service level.
If the pilot efficiency is inferior to that specified in the heading, an alert is sent.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCd configuration by using the CCs
Ref. CCD01004P01TEUS
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CCd configuration by using the CCs
Pilots
Pilots management
Go to the CCs menu: Configuration / pilot
Rule, Address or voice
guide of the pilot
according to its state
All Rights Reserved © 2006, Alcatel-Lucent
11
Possible states of the pilot:
- In service (normal functioning)
- General forwarding
- Blocked: accidental closure because there is no more resources to treat it.
The «closure addresses» define where the incoming calls have to be directed if the pilot is in « general forwarding » or in «
accidental closure » (blockage).
Those parameters are the following:
Rule: Indicates that the pilot uses a rule in general forwarding or blockage case.(the rules are a parameters group establishing
the calls distribution behavior).
Address: If we do not choose to use a rule or it is unavailable, the calls can be directed to a PABX address (Attendant, external
n°, etc.).
Guide: if you desire not to use a PABX address or if it is unavailable, the calls are directed to a voice guide.
Number of diffusion: N to choose how many time you want to display the guide
Duration: Listening duration of the corresponding guide.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCd configuration by using the CCs
Ref. CCD01004P01TEUS
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CCd configuration by using the CCs
Queue
Queue management
Go to the CCs menu: Configuration / queue & waiting room
All Rights Reserved © 2006, Alcatel-Lucent
12
Each waiting queue can access to one or several processing groups..
The processing group access depends on the waiting queue type. A « normal waiting queue » accesses to agents PG and to server
voice type PG, a « mutual aid waiting queue »to re-routing PG and to forwarding PG, a «dissuasion waiting queue » to all the PG
types.
Change queue name: Appears only to the level of supervision stations. It is useful to select that name according to the calls
treatment type of that waiting queue. (ex: mutual aid, dissuasion).
Type of queue: Normal, mutual aid, dissuasion and virtual.
Maximum Waiting-time: Maximum expected waiting threshold in the queue, over which that queue becomes the less priority.
The size of a waiting queue is defined by its max.camp-on and not by the calls number that it can contain. When a call appears,
the system calculates the expected camp-on. If the result is superior or equal to the maximum camp-on, the queue priority
becomes the weakest and the call is directed to another file.
Maximum Waiting Time Alert Treshold:camp-on duration over which a call causes the broadcasting of an alert to the level of the
alarm window.
Traffic Sampling Period (TSP.):period from which the system calculates the standard camp-on in the queue. Updated in
permanence. The correct value is obtained by successive adjustments, in using different values and in observing the sent alerts.
Shorter the period is, quicklier it reacts.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCd configuration by using the CCs
Ref. CCD01004P01TEUS
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CCd configuration by using the CCs
Queue
Queue management
Go to the CCs menu: Configuration / queue & waiting room
All Rights Reserved © 2006, Alcatel-Lucent
13
Queuing overflow
These parameters are only available for normal queues and waiting rooms.
“Address"
This is a PBX address (Attendant, external no., etc.) to which calls queued since a specific time (see next field) are distributed .
Enter the corresponding address (8 characters).
"Delay"
This time-out determines the delay after which the queued calls are distributed to the above mentioned address. Enter a
duration between 1 and 3276 seconds. If no value is entered (item left blank), there is no time-out. This duration can be higher
than the one specified in "Maximum waiting time". The difference between these two durations allows the supervisor to
intervene manually at the call distribution level (open queue, assign agents, etc.).
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCd configuration by using the CCs
Ref. CCD01004P01TEUS
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CCd configuration by using the CCs
Agent processing group
Agent processing group management
Go to the CCs menu: Configuration / Processing group / PG agent
All Rights Reserved © 2006, Alcatel-Lucent
Selection frame of the PG Agents
Select the «Agents processing Group » concerned thanks to the list by name or by processing group number, according to the
button activation « Name » or the button « Number ».
Agents List Frame
Attached Agents. The agents in italics = supervisor agents.
Preferential PG:Group in which the agent is assigned in priority.
Order N°: give the order number used for the distribution of calls if the searching type is « sequential ».
To change that number, double click in the agent "N°"case.
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14
CCd configuration by using the CCs
Agent processing group
Agent processing group management
Go to the CCs menu: Configuration / Processing group / PG agent
All Rights Reserved © 2006, Alcatel-Lucent
15
Searching type: three searching types of the agent in the PG.
-The Longest Idle Time, -Sequential with fixed head, -Cyclic with turning head.
Force Headset: have the agents to work in automatic response mode?.
Withdrawal of the last authorized agent: has the last present agent in the group the right to put in withdrawal?.
Logon in withdrawal (Withdrawal setting after logon): when the agent connects himself in his group, is he automatically put in
withdrawal?.
Release of the forbidden call: If the box is checked, the agents from that group have not the right to release a call (the agent
has to wait for that the caller releases the first).
Eternal Wrap Up: If the box is checked,when an agent is in wrap up, the wrap up is maintained even if the agent carries out
phone operations (calls ...). At the conclusion of these operations, the agent returns to the state of wrap up until the wrap up
duration is finished. That parameter is active for all the wrap up types: Automatic, in pause and in idle. If the box is not
checked, the whole phone operation ends the wrap up session.
Duration of a wrap up in pause (sec.): it is the duration allocated to the agents of that group when they do a manual wrap up
while they are in the pause state. Value between 1 and 3276 seconds, or let empty (desactivated).
Duration of a wrap up in idle (sec.): it is the duration allocated to the agents of that group when they do a manual wrap up
while they are in the idle state. Introduce a value included between 1 and 3276 seconds, or let empty (desactivated).
New name of the PG Agent:allow to change the processing group name (16 characters max.).
Ringing rotating timer:ringing time of a set from the group before that the call does not overflow on another set of the same
group. The called set can be or not put in withdrawal after non-response.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCd configuration by using the CCs
Ref. CCD01004P01TEUS
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CCd configuration by using the CCs
Agent processing group
Agent processing group management
Go to the CCs menu: Configuration / Processing group / PG agent
All Rights Reserved © 2006, Alcatel-Lucent
16
Overflow on no reply ( sets from the PG).
Timer: Duration after which a presented call on the group with no reply, is transferred to an address from the PABX .
Address: Address from the PABX (Attendant, external n°, etc.) to which are directed the calls having waited for in ringing mode
on the group since a specified duration in the previous heading « timer ».
If no address is indicated, the call is re-inserted in the distribution and takes the higher priority direction (following PG, see
following WQ).
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCd configuration by using the CCs
Ref. CCD01004P01TEUS
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CCd configuration by using the CCs
Agent processing group
Agent processing group management
Go to the CCs menu: Configuration / Processing group / PG agent
All Rights Reserved © 2006, Alcatel-Lucent
17
Alert/agent thresholds frame
These thresholds, set to the level of the group, concern alerts due to an agent from the group.
Ringing duration:ringing duration of a presented call on an agent from the group, over which an alert is sent.
Nb. of no-answers:calls number presented on an agent from the group and not having obtained response. Calculated on the
Monitoring Sampling Period (MSP). If during that period, the number is overpassed, an incident is sent.
Withdrawal duration:Withdrawal setting duration of an agent in the group over which an alert is sent.
Private conversation duration: Private conversation duration of an agent from the group over which an alert is sent.
The private conversations of agents are not taken into account by that time only when they are assigned in a group.
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Forward processing group
Forward processing group management
Go to the CCs menu: Configuration / Processing group / PG other
All Rights Reserved © 2006, Alcatel-Lucent
"Forwarding address"
This is a local address of the PBX to which the calls destined to this pilot are forwarded.
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CCd configuration by using the CCs
Rerouting processing group
Rerouting processing group management
Go to the CCs menu: Configuration / Processing group / PG other
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19
"Rerouting address (voice)"
This is a PBX voice address corresponding to an external rerouting number (or an abbreviated number associated to an external
rerouting number), or to a private network number (or an abbreviated number associated to a private network number) to which
the calls destined for this group are directed. Enter the corresponding address. The address cannot overpass 8 characters. If
necessary, when the address has more that 8 characters, it has to be handled by a abbreviated number.
"Rerouting address (data)"
Available only if the protocol version is superior or equal to 31.
This field is optional. It is possible to configure it when a pilot's number (or an abbreviated number associated to a pilot) or an
ARS prefix (or an abbreviated number associated to an ARS prefix) is used for the voice address. Type in the directory number of
the private numbering plan.
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Voice guide processing group
Voice guide processing group management
Go to the CCs menu: Configuration / Processing group / PG other
All Rights Reserved © 2006, Alcatel-Lucent
"Guide Number"
This is the number of the guide to be listened to.
# diff."
Available with protocols 60 and over. This the number of times the guide is played. If this field is blank, then the duration
parameter hereafter is used.
"Guide Duration"
This is the duration in seconds during which the correspondent listens to the guide. Enter a value between 0.1 and 3276,7.
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CCd configuration by using the CCs
Agent
Agent management
Go to the CCs menu: Configuration / Agent
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Agent Selection Frame
All the created agents are displayed in the list, whatever their group.
Available:only the agents non-declared to no processing group, display in the list.
Attached in…: The agents having the rights to work with a group , which the name is specified in the " Agents PG " zone ,display
in the list only. Preferred assign in …: The agents , being preferentially assigned to a group, that the name is specified in the
"Agents PG list »display only.
Pre-assigned / attached in…: the connected agents, non-assigned, and linked to a group which the name is specified in the "
Agents PG »list, display in the list. These agents can be supervisors (they can be affected without assigning themselves), or
agents having been unassigned from the group by a supervisor or no self-assignable agents connected without preferential PG.
Skills: ACR management.
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Agent
Agent management
Go to the CCs menu: Configuration / Agent
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Category: Supervisor or Agent. Non changeable
Assigned to PG Agents:Indicates in real time the group in which the agent is assigned. If he is not affected, it displays « None".
Non changeable
Attachment Agents PG:Indicates the group in which the agent can affect himself or be affected by a supervisor during the
connection. To change the list, use the selection zones « ADD » and « DELETE », then click on the key «OK ».
You cannot withdraw a linking group to an agent already assigned in that group.
Agent State: Indicate in real time the agent state. (ex: withdrawal, connection without PG, disconnection, etc.). If the agent is
assigned, the group name is specified in the heading « Assigned to PG Agents ».Non changeable
Communication state: Indicate in real time the ACD communication state of the agent.(released, ACD ringing, etc.). If the agent
is not connected, nothing displays.Non changeable.
New name of the agent (16 characters max.).changing the agent name does not change his identity to the level of the
supervision station, so all the statistics will take into account data acquired under the old name.
New given name of the agent (16 characters max.).
Secret Code: The Supervisor can assign to the agent a new secret code in overwriting the first.
Password at log-on: has the agent to enter his secret code during the connection?. That function is used when the agent is
mobile or is not the only one to use his working set.
Self-assigning agent: During the connection, he selects his assignment in dialing the group directory number.
a) Self-assignable agent (decides himself in which PG he assigns himself)
b ) Non Self-assignable Agent:
- b1) Non Self-assignable and preferential (when the agent log himself, he is assigned to his preferential PG.
- b2) Non Self-assignable and non-preferential (the supervisor assigns him to one of PG).
Associated set N°: Indicates the N° of PRO-ACD associated set to the agent if he is fixed. If the agent is mobile, he has no
associated set and when he logs himself, he has to enter his agent number.
The button “Set..." opens a window giving the list of all the Pro-Acd sets and also the associated or logged set, associated
agents.
Preferred PG Agents:group name in which the agent is assigned during the connection.If the agent has no preferential PG,
"None" is displayed on the screen.
The two last parameters do not display to the screen if it matters of a supervisor agent.
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Agent
Agent management
Go to the CCs menu: Configuration / Agent
Force the Entry/Exit of
the agent in a PG
Cancel withdraw
Force the agent
Log-on/Log-off
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23
Key Force the Log-On/Force the Log-Off
The name of that key change according to the agent state.
If the agent is not connected, that key causes the connection and vice versa.
The operation is possible only if the agent is in the free state.
Key Enter/Exit from Agents PG
Allow to:
- Output an agent of the group. For that, click on the key (the agent becomes pre-affected).
- Input an agent in a group. Precise the group in the heading " Assignment Agents PG ", then click on the key (the agent is
assigned).
- Change the assignment of an agent. The agent being already assigned, precise the group in the heading "Assignment Agents PG",
then click on the key (the agent is re-assigned)
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Team
Team management
The teams are composed by the supervisors
They are used to group together agents from different PGs in the same entity
and to observe common characteristics in real time
GT2
GT1
Team 0
All Rights Reserved © 2006, Alcatel-Lucent
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CCd configuration by using the CCs
Team
Team management
Go to the CCs menu: Configuration / Team
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25
Teams Configuration: Allow to the supervisor to create or change his personal teams of agents independently of their PG.
Current team: Teams management and their priorities.
Team: Teams name
Create: allow to create a new team
Delete: allow to cancel the selected team
New name: allow to name again the current team.
Information list: Information type which have to be displayed for each agent when one of the graphic mode of the window
« Real time state from one team" is selected.
Position: allow to change the type position of information selected in the »information list".
Add: contain all the information types associated to the agents. When one of his elements is selected, he is added to
the »Information lists".
Delete: allow to delete the elements of the « information list".
Selection of agents: allow by an action on the button « Add » and following the button state »All" , »Pre-assigned / attached
in...", to select the « Available Agents » .
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CCd configuration by using the CCs
Team
Team real time information
Go to the CCs menu: Real time / Processing group /PG agents/IVR/Team
All Rights Reserved © 2006, Alcatel-Lucent
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CCd configuration by using the CCs
Super Object/Hyper Object
Super Object/Hyper Object management
A Super Object is a set of objects of the same type, located on the same
site. They are only defined by an administrator
Hyper objects are only available with multi-sites CCs.
An Hyper-object is the extension of the super-object concept to objects
located on different sites.
The different Super/Hyper Objects which can be defined are:
A Super Pilot made up of pilots
A Super Queue made up of queues
A Super Agent Processing Group made up of Agents Processing Groups
A Super Other Processing Group made up of Other Processing Groups
A Super IVR Processing Group made up of IVR Processing Groups
A Super Filter made up of Filters (for ACR)
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Super Object/Hyper Object
Super Object/Hyper Object management
The Super/Hyper Objects purpose is to be able to:
Display some real time information
Create some Excel statistics reports
The parameters of a super/hyper object are:
the name of the super/hyper object
the objects that constitute them
Limits:
100 super / hyper objects at all
25 super / hyper objects of each type
20 objects per super object
25 objects per hyper object
All Rights Reserved © 2006, Alcatel-Lucent
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CCd configuration by using the CCs
Super Object/Hyper Object
Super/hyper objects management
Go to the CCs menu: Configuration / Super or hyper objects
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CCd configuration by using the CCs
Super Object/Hyper Object
Super/hyper objects real time information
Go to the CCs menu: Real time / Pilots (e.g for a super pilot)
All Rights Reserved © 2006, Alcatel-Lucent
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to manage CCd objects via the Contact Center Supervision management tool
MANAGEMENT
1.
Create 2 new user accounts
1.1. An administrator (name:“admin”; password: “admin”) who has all rights
1.2. A supervisor (name:“superv”; password: “superv”) who has:
-
Configuration rights for the pilot 3X600, the queues 3X700 & 3X701, and the
processing groups 3X800 & 3X801
-
Consultation rights for the pilot 3X601, the queue 3X702, and the processing
group 3X802
2.
Change the CCs language and modify the MSP value?
What is the MSP purpose?
3.
Modify the pilot 3X600 name: “hot line” will be the new name. Modify the pause timer (15
sec). What is the pause timer purpose?
4.
Modify the pilot 3X601 name: “Training” will be the new name
Modify the service level. 85% of the calls must be answered within 15 sec.
What is the S.L purpose?
5.
For the normal waiting queue, we would like to define the queue capacity.
If the expected waiting time is upper than 45 sec, the call has to be routed to the next
direction.
We would like to manage the queuing overflow.
When a call is waiting in the waiting queue more than 1 mn, this call will overflow to the
set 3X010
Test the queuing overflow.
Issue 03
Ref. CCD01004H01TEUS.doc
HO. 1
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
6.
In the agent processing group, we would like to manage the following features: type of
search: MIT; how does it work?
All agents are allowed to activate the withdrawal; how to manage this feature?
-
When a call is established between a caller and an agent, only the caller is authorized
to release the call. Which parameter has to be managed?
-
When a call arrives to the agent processing group, one agent will be rung, if this agent
doesn’t answer before 25 sec, the call will be presented to the next agent
-
We would like to manage the overflow on no reply.
-
After 50 sec, if no agent answers the call, the call will exit the processing group and
will be routed to the set 3X010.
-
Test it.
7.
In the voice guide processing group, we would like to broadcast 2 times the voice guide
number 1; we don’t want to take into account the voice guide duration.
8.
For the agent/supervisor , we would like to modify the current management as follows:
Agent 3X501 has to enter his secret code for the log-on/log-off procedure
Agent 3X500 switches from fixed to mobile and has a preferential PG (3X800)
Supervisor 3X502 has a preferential PG and is self-assignable; is it possible?
Test the agent log-on / log-off from the CCs
Test the agent entry / exit from/to a PG
9.
Manage a team (team 0) which contains the agents 3X500 and 3X501.
What is the purpose of a team?
Check the real time information of the team.
10.
Manage a hyper pilot (Hyper pilot 0) which contains the pilots 3X600 and 3X601.
What is the purpose of a superpilot/hyperpilot?
Check real time information of the hyperpilot.
HO. 2
Ref. CCD01004H01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to manage CCd objects via the Contact Center Supervision management tool
MANAGEMENT
1.
Create 2 new user accounts
1.1. An administrator ( name:“admin”; password: “admin”) who has all rights
Go to: Configurations / supervisor rights
Issue 03
Ref. CCD01004S01TEUS.doc
HOS. 1
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
Declare the “admin” account as an administrator
All consultation/configuration rights are assigned automatically to the administrator.
1.2. A supervisor (name:“superv”; password: “superv”) who has:
-
Configuration rights for the pilot 3X600, the queues 3X700 & 3X701, and the
processing groups 3X800 & 3X801
-
Consultation rights for the pilot 3X601, the queue 3X702, and the processing
group 3X802
Go to: Configurations / supervisor rights
HOS. 2
Ref. CCD01004S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
Declare the “superv” account as a supervisor and assign the configuration rights for
the pilot 3X600, the queues 3X700 & 3X701, and the processing groups 3X800 & 3X801
Don’t forget that the consultation right is included in the configuration right
Issue 03
Ref. CCD01004S01TEUS.doc
HOS. 3
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
Assign the consultation rights for the pilot 3X601, the queue 3X702, and the
processing group 3X802
HOS. 4
Ref. CCD01004S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
2.
Change the CCs language and modify the MSP value?
What is the MSP purpose?
Go to: Configuration / personal parameters
MSP is the duration during which the real time statistics are drawn up for the supervisor
concerned. This period is a sliding scale since it only concerns the last xx minutes. ( value
between 5 and 60 mn)
Issue 03
Ref. CCD01004S01TEUS.doc
HOS. 5
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CCd configuration using the CCs
3.
Modify the pilot 3X600 name: “hot line” will be the new name
Modify the pause timer (15 sec)
Go to: Configurations / pilot
“Pause between two calls" parameter is the pause between two calls, granted to the agent
after a communication from this pilot. The value, expressed in seconds, must be between
1 and 3276. To delete the pause between calls, enter none value '.
4.
Modify the pilot 3X601 name: “Training” will be the new name
Modify the service level. 85% of the calls must be answered within 15 sec
The service level is the percentage of calls from the pilot that have obtained a reply within
a time below a certain duration. The service level is calculated on the monitoring sampling
period (MSP)
HOS. 6
Ref. CCD01004S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
5.
For the normal waiting queue, we would like to define the queue capacity.
If the expected waiting time is upper than 45 sec, the call has to be routed to the next
direction.
We would like to manage the queuing overflow.
When a call is waiting in the waiting queue more than 1 mn, this call will overflow to the
set 3X010
Go to: Configurations / queue & waiting room
Issue 03
Ref. CCD01004S01TEUS.doc
HOS. 7
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
6.
In the agent processing group, we would like to manage the following features:
Type of search: MIT
All agents are allowed to activate the withdrawal; how to manage this feature?
When a call is established between a caller and an agent, only the caller is authorized to
release the call. Which parameter has to be managed?
When a call arrives to the agent processing group, one agent will be rung, if this agent
doesn’t answer before 25 sec, the call will be presented to the next agent
We would like to manage the overflow on no reply.
After 50 sec, if no agent answers the call, the call will exit the processing group and will
be routed to the set 3X010.
Test it.
Go to: Configurations / Processing group / PG agent
HOS. 8
Ref. CCD01004S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
7.
In the voice guide processing group, we would like to broadcast 2 times the voice guide
number 1; we don’t want to take into account the voice guide duration.
Go to: Configurations / processing group / PG others
Issue 03
Ref. CCD01004S01TEUS.doc
HOS. 9
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CCd configuration using the CCs
8.
For the agent/supervisor , we would like to modify the current management as follows:
Go to: Configurations / agent
Agent 3X501 has to enter his secret code for the log-on/log-off procedure
Agent 3X500 switches from fixed to mobile and has a preferential PG (3X800)
Supervisor 3X502 has a preferential PG and is self-assignable; is it possible?
A supervisor can’t have any preferential PG and is self-assignable by default (always)
HOS. 10
Ref. CCD01004S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
9.
Manage a team (team 0) which contains the agents 3X500 and 3X501
Go to: Configurations / team
The purpose of a team is to be able to display real time information of agents who can
belong to different PG.
For real time information concerning the team, go to: Real time / Processing group /
PGAgent/IVR/team
Issue 03
Ref. CCD01004S01TEUS.doc
HOS. 11
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
10.
Manage a hyper pilot (Hyper pilot 0) which contains the pilots 3X600 and 3X601
What is the purpose of a superpilot/hyperpilot?
Go to: Configurations / hyper objects (or super objects in monosite mode)
Check real time information of the hyperpilot.
Go to: Real time / pilot
The purpose of a super/hyperpilot is to be able to display real time information concerning
a set of pilots, and to be able to create some Excel statistic reports concerning these
different pilots gathered in a super/hyperpilot
HOS. 12
Ref. CCD01004S01TEUS.doc
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Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Call Flow management via CCs
All Rights Reserved © 2006, Alcatel-Lucent
1
OBJECTIVE
To manage the Routing & the distribution rules with the CCsupervision
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Call Flow management via CCs
Routing rule
Routing rule
Routing rules are used to associate pilots and queues
One pilot can be linked maximum with 20 queues
When managing routing rules, some parameters have to be taken into
account:
Call routing priority value
Open / closure of directions
Main directions (used for blockage mode)
30 rules can be defined for each pilot
but only one rule is active at a time
Rules can be activated
manually (by using the CCs or mgr)
automatically, by using the CCs calendar
All Rights Reserved © 2006, Alcatel-Lucent
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2
Call Flow management via CCs
Routing rule
Routing rule: define the queues reachable from the pilot
Configurations / Pilot
1
Up to 20
Routing
directions
2
Call routing
behavior
according to
pilot status
All Rights Reserved © 2006, Alcatel-Lucent
3
1) Define the routing directions of the pilots
The queues must be created previously with mgr.
This management can be done with « Mgr » Application/CCd/Pilot/Pilot_directoy_nb
Routing Direction 0: Enter the Directory Number of the queue to which the calls of this pilot are directed.
2) Allows the routing in case of blockage or forwarding or emergency closure status of the pilot.
Rule in case of “Standard General forwarding” status: It is possible to route calls in regard of rules
This management can be done with « Mgr » Application/CCd/Pilot/Pilot_directoy_nb/
- general forwarding on rule: False / true
Rule in case of “blockage” status: It is possible to route calls in regard of rules
This management can be done with « Mgr » Application/CCd/Pilot/Pilot_directoy_nb/
- Blocked On Rule: False / true
Blocked On Rule: Enter True is the pilot rule is used when the pilot enters in a blocked state.
On creation of the pilot, this attribute does not appear and the value is False (as it is considered to be closed because there are
no routing directions created with other elements).
The initialization value is False.
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Call Flow management via CCs
Routing rule
Routing rule
Call routing behavior according to pilot status (blockage or general
forwarding modes):
Either a routing rule is used (see following pages)
Or no rule is used; in that case, the system uses:
First an address (directory number) if managed
Or a voice guide (specify the V.G number, the number of broadcast or the duration)
All Rights Reserved © 2006, Alcatel-Lucent
4
"Closure addresses"
A pilot can have several states which are: in service (normal operation), general forwarding, and blocked (accidental closure as
there are no more resources to process it).
The closure address defines the parameters required in the case where the pilot is in "Standard General forwarding", in
"Blockage" or in "Emergency closure". These parameters are as follows:
"Rule"
(Excepted for "Emergency closure").
The rules are a set of parameters determining the behavior of call distribution. During operation, a calendar system activates the
rules according to the current date and time. Check the box to indicate whether the pilot uses a rule in the case of general
forwarding or blockage.
« Address »
If you decide not to use a rule or if it is not available, the calls can be directed to a PBX address (Attendant, external no., etc.).
Enter the corresponding address (8 characters). If you do not want to use a PBX address, leave the item empty.
"Voice guide #"
If you decide not to use a PBX address or if it is not available, the calls are directed to a voice guide. Enter the number of the
guide. This entry is mandatory.
"# diff."
It is the number of time the guide will be played. If this value is empty, then the duration parameter hereunder is used.
"Duration"
This is the playback duration of the corresponding guide. Enter a value between 0.1 and 3276.7 seconds.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Call Flow management via CCs
Ref. CCD01005P01TEUS
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Call Flow management via CCs
Routing rule
Routing rule (for normal and blockage on rule modes)
Call Flow mgt / Call Routing (“normal mode” tab)
Select the pilot
Create routing rules (30 maximum)
Define the routing parameters:
Open/close directions (for normal and blocked pilot)
Manage the routing priority value
Declare the « Main direction »: a pilot is blocked when all directions declared as main
directions are blocked
2
1
3
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5
1) Select the pilot in the list (This management can be done with « Mgr » CCd/Application/Pilot /Pilot_name)
2) Select the active Rule or create a new one (This management can be done with « Mgr »
CCd/Application/Pilot/Pilot_name/Current Pilot Rule Number)
Current Pilot Rule Number: Indicates the number of the current rule that is active for this pilot
3) Select the normal mode (It possible to allow to route calls when pilot is blocked or forwarded)
Main direction: The status of this direction will change the pilot status (Open or Block).
This parameter can be managed with Mgr CCd/Application/Pilot/Pilot_name/Pilot Rule Direction/Used for blockage (norm)
Used for blockage (norm): enter True if the pilot - queue direction is taken into account for estimating the blockage for this rule
in normal.
For Pilot Normal: Open the direction when the pilot is in Open Mode
This parameter can be managed with Mgr CCd/Application/Pilot/Pilot_name/Pilot Rule Direction/Direction open (norm)
Direction open (norm):In normal distribution mode:
- True for this rule, the pilot - queue direction is open.
- False for this rule, the pilot - queue direction is closed.
For pilot Blocked: Open the direction when pilot is in Open Mode
This parameter can be managed with Mgr CCd/Application/Pilot/Pilot_name/Pilot Rule Direction/Direction open (Blo)
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Call Flow management via CCs
Routing rule
Routing rule (for general forwarding mode on rule)
Call Flow mgt / Call Routing (“Fwd Mode” tab)
Select the pilot
Create routing rules (30 maximum)
Define the routing parameters:
Open/close direction (for general forwarding pilot status)
Manage the routing priority value
2
1
3
All Rights Reserved © 2006, Alcatel-Lucent
1) Select the pilot in the list (This management can be done with « Mgr » CCd/Application/Pilote/Pilote_name)
2) Select the active Rule or create a new one (This management can be done with « Mgr »
CdD/Application/Pilote/Pilote_name/Current Pilot Rule Number)
3) Open the direction for the forwarding mode (This management can be done with « Mgr »)
Applications /CCd/Pilot/Pilot Rule Direction/Direction Open (genfwd)
Direction Open (genfwd): In general forwarding distribution mode:
- True for this rule, the pilot - queue direction is open.
- False for this rule, the pilot - queue direction is closed
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Call Flow management via CCs
Routing rule
Routing rule: presentation guide and parking levels managements
Call Flow mgt / Call Routing (“Additional” tab)
Manage the presentation guide (according to the pilot status)
Specify the voice guide number, the number of broadcast or the duration
Manage the 6 parking levels (according to the pilot status); for each of them,
specify:
An Expected Waiting time Table (E.W.T) (feature explained in advanced course)
Or an address: CCivr or I.A.A (if E.W.T is not managed)
Or a voice guide number, the number of broadcast or the duration, and the “auto cut”
parameter (if E.W.T and CCivr/ I.A.A address are not managed)
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7
The “additional” tab is composed of three management tables of waiting levels associated with state of the pilot: "Normal
Table", "Blocked Table" and "General Forward Table" .
Each table possesses the following elements
- A presentation Guide defined by its number, the number of time it is played, and length in time
- Six levels of waiting, themselves composed of the following fields.
* If a EWT Table is specified, the processing applied at this waiting level depends on the calculated expected waiting time
and on the EWT table. If no table is specified, the processing applied to this does not depend on the expected waiting
time, the call will be connected according to an address (IVR, automatic operator) or on a waiting guide according to the
parameters managed in this level.
* Address or call in line will be connected. This address may be either:
– Empty: no interactive queue for this level.
– A number of a PG IVR in queue (CCIvr)
– A number of an Integrated Automated Attendant
If the address is empty or not available, the next parameter (guide) will be used instead.
* Guide defined in the following manner:
- Number of the Guide. If the number of the guide is not present or not in service, the next waiting level will be taken
instead.
– Number of diffusions; if not filled, the Guide duration is used.
– Guide duration: interactive listening time.
– Authorization to cut: a call connected to a guide will be distributed as soon as a resource becomes available.
– Non-authorized to Cut: a call connected to a guide will not be distributed before the end of the listening time.
At level 6, only the guide number can be customized
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Call Flow management via CCs
Routing rule
Routing rule: presentation guide and parking levels managements
1
2
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1) Select the pilot
2) Set the voice guide Nb for the presentation Guide and the park level voice guide.
This management can be done with Mgr
Applications/CCD/Pilot/Pilot Rule Guide/Pr_PresGuideNumber
Pr_PresGuideNumber:In the case of normal distribution, enter the number of the guide to be connected when a call is
presented on this pilot.The initialization guide number is 70 (no guide = 0)
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Call Flow management via CCs
Routing rule
Routing rule manual activation
From the CCs
Call Flow mgt / Call Routing
From “mgr” tool
Applications / CCD / Pilots
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Call Flow management via CCs
Routing rule
Routing rule automatic activation
From the CCs: Call Flow mgt / Call Routing (“calendar per pilot” tab)
1
4
2
3
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1) Select the pilot in the list
2) Define a time slice, rule number, Status of the pilot
3) It ‘s possible to copy time slice from one day to another one
4) Active the time slices
This management can’t be done with « Mgr »
Calendar of the pilot
The "Calendar per Pilot" tab is similar to a table containing the days of the week (Monday to Sunday) and hourly transitions (1 to
6). The calendar allows the ACD to operate automatically. Each transition ("Time" column) calls a call distribution rule ("Id"
column: identifier of the rule), and a pilot status ("Status" column, with 2 possible values: "Nor" for "Normal" or "Fwd" pour
"General forwarding"), used to adapt ACD capacity in line with time periods.
To avoid any abnormal operation, one transition and one rule at least must be created per week.
"Active Time Slices"
When this box is checked, it allows implementation of the calendar and hence the automatic operation of the ACD. In this case,
the background of the "Time" cell in the active transition is displayed in green. If the box is not checked, the active rule is the
last one selected by the calendar or by the supervisor.
"Copy one day"
This part of the window is used to copy all the transitions from one day to another day. The "From" list indicates the day used as
model, the "To" list selects the day receiving the new parameters. After choosing two days, click on the "Copy" key.
Note: After any modification in the calendar, the modification must be validated in order to be taken into account.
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Call Flow management via CCs
Routing rule
Routing rule automatic activation
It’s possible to manage a specific call routing behavior for special days
From the CCs:
Call Flow mgt / Call Routing
per pilot” tab)
(“calendar
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11
The special calendar window comprises the following elements:
- a calendar used to select or de-select special days. A maximum of 50 special days can be defined per pilot. The selection/deselection of the days is carried out by clicking on the day. The days previous to the current day cannot be selected, however they
can be de-selected.
- a list of the special days defined by the calendar, this list includes the dates (day, month, year) and the corresponding day of
the week.
- a table of 6 transitions: of the day selected in the list of special days. The transitions are defined in the same way as in the
weekly calendar, using the "Add Time Step" button , and the "Delete transition" .
- The "Copy" and "Paste" buttons allow the user to copy the transitions from the selected day to another day.
- The "Import From" button allows the user to import the special days of the selected pilot. Note: the days are imported without
the associated transitions.
On opening the window, the special day of the current transition is selected if it exists.
The current transition or special day of the current transition cannot be deleted.
Note: It is recommended that you re-position the routing rule corresponding to the non-special mode at the end of the special
day.
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Call Flow management via CCs
Distribution rule
Distribution rule
Distribution rules are used to associate queues and processing groups
One queue can be linked maximum with 30 processing groups
When managing distribution rules, some parameters have to be taken into
account:
Open / closure of directions
Resource selection priority value
Call selection priority value…
20 rules can be defined for the whole system; but only one rule is active at a
time
Distribution rules are activated automatically, by using the CCs calendar
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Call Flow management via CCs
Distribution rule
Distribution rule: define the PG reachable by the queues
Configuration / Queue & waiting room
1
Up to 30
distribution
directions can be
defined
2
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13
1) Select the queue
2) Define the distribution directions of the queues.
The Processing group must be created previously with mgr
This management can be done with « mgr » Applications/CCd/Queue/Distribution direction 0
Distribution direction 0: Enter the Directory Number of the Processing Group (PG) defining distribution direction 0 between
the waiting queue and the processing group.
The Processing Groups must be created beforehand).
When the Processing Groups are created, the system verifies the existence of the processing group and the following Waiting
Queue
- Processing Group compatibilities:
- ''Normal'' type: Agent Processing Group (agent-supervisor),IVP Processing Group, Non-resident Processing Group
- ''Dissuasion'' type: Agent Processing Group (agent-supervisor), Forwarding Processing Group, Rerouting Processing Group,
Voice guide Processing Group, IVP Processing Group,
- »Mutual aid " type: Forwarding Processing Group, Rerouting Processing Group,
- ''Virtual'' type: Agent Processing Group, IVP Processing Group
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Call Flow management via CCs
Distribution rule
Distribution rule: resource selection management
Call Flow mgt / Call distribution (“Resource selection” tab)
Select a queue
Create or modify a distribution rule
Define the distribution parameters
Open / close directions
Manage the resource selection priority
Save the distribution rule
2
1
4
3
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1) Select a queue in the list if you want to manage the resource selection mode This management can be done with mgr
Applications /CCd/Distribution Rule/Resource selection configuration
2) Open the distribution direction (Tick the direction)
This management can be done with mgr
Resource selection management
Applications /CCd/Distribution Rule/Resource selection configuration/Rules_nb/Queue Directory Number/Open Direction.
For each existing distribution rule, the following table appears for each of the 30 possible distribution directions . The
distribution directions are shown in their order of declaration in the queue
3) Save and activate the current rules
Applications /CCd/Distribution Rule/Active Rule
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Call Flow management via CCs
Distribution rule
Distribution rule: call selection management
Call Flow mgt / Call distribution (“call selection” tab)
Select a processing group
Create or modify a distribution rule
Define the distribution parameters
Open / close directions
Manage the call selection priority
Save the distribution rule
2
1
4
3
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1) Select a processing group if you want to mange the call selection mode..
Applications /CCd/Distribution Rule/Call selection configuration
2) Open the distribution direction (Tick the direction)
This management can be done with mgr.
Applications /CCd/Distribution Rule/Call selection configuration/PG Directory Number/Direction Open
For each existing distribution rule, the following table appears for each of the 30 possible distribution directions (0 to 9)
3) Save and active the current rules
Applications /CCd/Distribution Rule/Active Rule
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Distribution rule
Distribution rule automatic activation
Call Flow mgt / Call distribution (“calendar” tab)
1
2
3
4
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1) Add the time slice in the calendar (20 transitions maximum per day)
2) Copy the time slice from one day to another one
3) Manage special days if required (same principle than for the routing rule)
4)Save the calendar modification
Note:
It’s possible to activate manually the distribution rule by using “mgr” tool
Applications /CCd/Distribution Rule
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16
Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to modify the call routing & the call distribution
MANAGEMENT
1.
The existing CCd matrix is the following one
The customer would like to modify the call routing and the call distribution.
He would like to add a new waiting queue (normal type) and a new agent processing group.
So, by using “mgr” or the “OmniVista 4760”, create a new normal waiting queue: 3X703
and a new agent processing group 3X803.
The agent 3X500 will be assigned to the PG 3X800
The agent 3X501 will be assigned to the PG 3X803
The supervisor will be able to log-on in both processing groups.
Issue 03
Ref. CCD01005H01TEUS.doc
HO. 1
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2.
Call routing and call distribution for the pilot 3X600
In normal state:
-
the calls will be routed first to the queue 3X700 which is associated to the agent
processing group 3X800 (agent 3X500 is log-on)
-
in case of unavailability (congestion) of the first direction, the calls will be routed to
the queue 3X703 which is linked to the PG 3X803 (agent 3X501 is log-on)
-
if the two first directions are not available (congestion), the mutual aid queue (3X701)
will be used. This queue is linked to the forward PG 3X801 (forward to the Z set 3X010)
In blocked state: this pilot blockage status depends only of the status of the first direction
(waiting queue 3X700); if this direction is blocked, the pilot is blocked: what is the
management for that feature?
When the pilot is blocked:
-
the calls will be routed first to the queue 3X703 which is associated to the agent
processing group 3X801 (agent 3X501 is log-on)
-
in case of unavailability (congestion) of the first direction, the calls will be routed to
the dissuasion queue 3X702 which is linked to the voice guide PG 3X802 (voice guide
number 1)
In general forwarding state:
-
every day, from 00:00 to 08:00, from 12:00 to 13:30 and after 18:00, this pilot will be
in general forwarding status; in that case, the callers will hear 2 times the voice guide
number 689 (“our office is closed, please call back during opening hours, from 08:00 to
12:00 and from 13:30 to 18:00”)
Do the corresponding management
HO. 2
Ref. CCD01005H01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
3.
Call routing and call distribution for the pilot 3X601
In normal state:
-
the calls will be routed first to the queue 3X703 which is associated to the agent
processing group 3X803 (agent 3X501 is log-on)
-
in case of unavailability (congestion) of the first direction, the calls will be routed to
the queue 3X700 which is linked to the PG 3X800 (agent 3X500 is log-on)
-
if the two first directions are not available (congestion), the dissuasion queue (3X702)
will be used. This queue is linked to the voice guide PG 3X802 (VG number 1)
In blocked state: this pilot blockage status depends of the status of the two first directions
(waiting queues 3X700 and 3X703); if these 2 directions are blocked, the pilot is blocked:
What is the management for that feature?
When the pilot is blocked:
-
the calls will be routed to the set 3X011
In general forwarding state:
-
every day, from 00:00 to 07:00, from 12:00 to 13:00 and after 19:00, this pilot will be
in general forwarding status; in that case:
-
the calls will be routed to the mutual aid queue (3X701). This queue is linked to the
forward PG 3X801 (forward to the Z set 3X010)
Do the corresponding management.
Issue 03
Ref. CCD01005H01TEUS.doc
HO. 3
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HO. 4
Ref. CCD01005H01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to modify the call routing & the call distribution
MANAGEMENT
1.
The customer would like to modify the call routing and the call distribution.
He would like to add a new waiting queue (normal type) and a new agent processing group.
So, by using “mgr” or the “OmniVista 4760”, create a new normal waiting queue: 3X703
and a new agent processing group 3X803.
Go to: Applications / CCD / Queue / create
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 1
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Go to: Applications / CCD / Processing group / create
The agent 3X500 will be assigned to the PG 3X800 ; so by using the CCs:
-
HOS. 2
Go to configurations / agent
Ref. CCD01005S01TEUS.doc
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Call flow management via the CCs
The agent 3X501 will be assigned to the PG 3X803; so by using the CCs:
-
Go to configurations / agent
The supervisor will be able to log-on in both processing groups; so by using the CCs:
-
Issue 03
Go to configurations / agent
Ref. CCD01005S01TEUS.doc
HOS. 3
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Call flow management via the CCs
2.
Call routing and call distribution for the pilot 3X600
In normal state:
-
the calls will be routed first to the queue 3X700 which is associated to the agent
processing group 3X800 (agent 3X500 is log-on)
-
in case of unavailability (congestion) of the first direction, the calls will be routed to
the queue 3X703 which is linked to the PG 3X803 (agent 3X501 is log-on)
-
if the two first directions are not available (congestion), the mutual aid queue (3X701)
will be used. This queue is linked to the forward PG 3X801 (forward to the Z set 3X010)
By using the CCs, you have to associate:
-
HOS. 4
the pilot 3X600 and the queue 3X703; so go to: Configurations / pilot
Ref. CCD01005S01TEUS.doc
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Call flow management via the CCs
By using the CCs, you have to associate:
-
the queue 3X703 and the PG 3X803; so go to: Configurations / queue
Then, create a new routing rule or modify the existing one.
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 5
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Using the CCs, go to “Call Flow mngt / call routing “ (“normal mode” tab)
In blocked state: this pilot blockage status depends only of the status of the first direction
(waiting queue 3X700); if this direction is blocked, the pilot is blocked: what is the
management for that feature?
It means that there is only 1 “MAIN DIRECTION”: the direction to the queue 3X700
When the pilot is blocked:
HOS. 6
-
the calls will be routed first to the queue 3X703 which is associated to the agent
processing group 3X801 (agent 3X501 is log-on)
-
in case of unavailability (congestion) of the first direction, the calls will be routed to
the dissuasion queue 3X702 which is linked to the voice guide PG 3X802 (voice guide
number 1)
-
By using the CCs, you have to associate:
-
the pilot 3X600 and the dissuasion queue 3X702; so go to: Configurations / pilot
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Call flow management via the CCs
Don’t forget to specify that the pilot blockage state uses a routing rule
Using the CCs, go to “Call Flow mngt / call routing “ (“normal mode” tab)
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 7
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Call flow management via the CCs
In general forwarding state:
-
every day, from 00:00 to 08:00, from 12:00 to 13:30 and after 18:00, this pilot will be
in general forwarding status; in that case, the callers will hear 2 times the voice guide
number 689 (“our office is closed, please call back during opening hours, from 08:00 to
12:00 and from 13:30 to 18:00
For that running mode, you have to:
-
specify that the pilot 3X600 general forwarding state doesn’t use any routing rule, but
uses a voice guide 689 (broadcast 2 times)
The voice guide 689 must be created in the OmniPCX Enterprise database
Go to: Configurations / pilot
-
HOS. 8
manage the CCs calendar
Ref. CCD01005S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
Go to: “Call Flow mgt / call routing “ (“calendar tab)
Manage the distribution rule in order to associate the queues and the PG
Up to now, this rule is well managed for the queues 3X700,3X701, 3X702 and for the PG
3X800, 3X801 and 3X802;
So don’t forget to open the direction between the queue 3X703 and the PG 3X803
Go to: Configurations / Call distribution
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 9
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Call flow management via the CCs
3.
Call routing and call distribution for the pilot 3X601
In normal state:
-
the calls will be routed first to the queue 3X703 which is associated to the agent
processing group 3X803 (agent 3X501 is log-on)
-
in case of unavailability (congestion) of the first direction, the calls will be routed to
the queue 3X700 which is linked to the PG 3X800 (agent 3X500 is log-on)
-
if the two first directions are not available (congestion), the dissuasion queue (3X702)
will be used. This queue is linked to the voice guide PG 3X802 (VG number 1)
Add the queue 3X703 in the possible queues, for the pilot 3X601
In the CCs, go to: Configurations / pilot
Manage a routing rule for the pilot 3X601 in normal state
HOS. 10
Ref. CCD01005S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
In the CCs, go to: “call flow mgt / call routing” (“normal mode” tab)
In blocked state: this pilot blockage status depends of the status of the two first directions
(waiting queues 3X700 and 3X703); if these 2 directions are blocked, the pilot is blocked:
what is the management for that feature?
It means that these 2 directions (3X700 & 3X703) are declared as MAIN DIRECTIONS
In the CCs, go to: “call flow mgt / call routing” (“normal mode” tab)
When the pilot is blocked:
-
Issue 03
the calls will be routed to the set 3X011
Ref. CCD01005S01TEUS.doc
HOS. 11
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Call flow management via the CCs
In the CCs, go to: Configurations / pilot
-
Don’t forget to specify that the blockage IS NOT on rule
-
Manage as blockage address the set 3X011
To test your management, log-off the agents 3X500, 3X501 (and also the supervisor 3X502
if he is log-on), check that the pilot is blocked; and when someone calls this pilot, the
caller will be routed to the set 3X011
In general forwarding state:
-
every day, from 00:00 to 07:00, from 12:00 to 13:00 and after 19:00, this pilot will be
in general forwarding status; in that case:
-
the calls will be routed to the mutual aid queue (3X701). This queue is linked to the
forward PG 3X801 (forward to the Z set 3X010)
Add the mutual aid queue (3X701) in the possible queues for the pilot 3X601, and specify
that the general forwarding state uses a rule
HOS. 12
Ref. CCD01005S01TEUS.doc
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Call flow management via the CCs
In the CCs, go to: “configurations / pilot”
Manage the routing rule for the general forwarding state
In the CCs, go to: “Call flow mgt / call routing” (“FWD mode” tab)
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 13
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And manage the calendar
In the CCs, go to: “Call flow mgt / call routing” (“Calendar per pilot” tab)
Check that the distribution rule is well managed for the call distribution required by this
pilot
In the CCs, go to: “Call Flow mgt / call distribution”
HOS. 14
Ref. CCD01005S01TEUS.doc
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Call flow management via the CCs
If you use the same distribution rule the whole week, you can manage only 1 time slice in
the calendar: it will be enough
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 15
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The new matrix is the following one:
HOS. 16
Ref. CCD01005S01TEUS.doc
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Issue 03
NOTES
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Al c at el -Luc ent Universit y – ht t p s://www.b usinessp ar t ner.alcatel-lucent.c o m
Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Voice Guides
All Rights Reserved © 2006, Alcatel-Lucent
1
OBJECTIVES
To describe the static and dynamic voice guides
To describe the voice guides required in a CCd environment
To describe the boards used to broadcast voice guides
To describe the different voice guide formats
To describe the “Vgtransfer” tool
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
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Voice Guides
Overview
Voice guide overview
A voice guide comprises one or more voice messages.
The purpose of the voice messages is to assist users with phone operation
and/or provide users with information.
The CCd (Contact Center Distribution), integrated Automated Attendant and
many other phone features use voice messages
Types of voice messages
Voice messages may be:
Static: cannot be modified by the user:
Generic: compatible with generic numbering plans and offered in at least 6 different
languages for all countries.
Standard: adapted to a country with special requirements and/or a numbering plan differing
from the generic numbering plan.
Custom: to an area or company
Dynamic: modifiable, recorded by users and/or managers via a Reflexes set or the
AAS application
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
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2
Voice Guides
Overview
The Alcatel-Lucent OmniPCX Enterprise uses specific couplers for voice guides:
In case of crystal hardware
GPA2(1)
In case of common hardware
GD or GA(1)
All Rights Reserved © 2006, Alcatel-Lucent
3
(1) This board supports 2 Flash Card
(2) This board supports 2 Flash Card, 2 RAM Card or 1 of each type
(3) This board supports embedded Flash Eprom and RAM
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Voice Guides
Overview
Voice guides
According to applications present in the installation
Guides used for phone features
Guides used for Call Center Distribution
Music On Hold, etc..
Stored on different medias:
Flash Memory or RAM Memory (GA, GD, GPA2)
Multi-language possibility (8 languages maximum)
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
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4
Voice Guides
Hardware
Memory space and maximum number of simultaneous access
Simultaneous
accesses
RAM CARD on
PCMCIA slot
Flash CARD on
PCMCIA slot
Embedded
RAM (1)
Embedded
Flash Eprom (2)
GPA2
60
-
-
15 mn
4 x 12 mn
GD / GA
16
-
-
8 mn
4 x 8 mn
All Rights Reserved © 2006, Alcatel-Lucent
5
(1): GPA2, GD and GA boards support 1 RAM memory space available for 1 voice guide file.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
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205
Voice Guides
VG Recording
Alcatel-Lucent Audio Station
Builds generic or standard voice guides
Creates specific (custom) voice guides
Accepts analog and/or digital sources
Prom
Audio Tape
Flash-Card
Floppy disk
Microphone
Audio CD / CD-ROM
Analog Sources
Digital Sources
All Rights Reserved © 2006, Alcatel-Lucent
6
The Alcatel-Lucent Audio Station (AAS) platform, structured around a PC with a sound board, lets you record personalized voice
guides as well as adding external music sources ( ex: CD ) and mixes them. After creating a series of voice guides, you can group
them and transfer -them directly onto the PABX (via ftp) or in a flash card or Eprom (4300 systems).
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
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Voice Guides
VG Recording
Alcatel-Lucent Audio Station (next)
Recording Alcatel-Lucent Audio Station guides
Outputs on Flash-Card, Floppy disks, CD-ROM, File ...
Prom
FTP
Flash-Card
Call Server
Floppy disk
CD-ROM
All Rights Reserved © 2006, Alcatel-Lucent
7
For further information on the AAS refer to the VOICE GUIDE PROGRAMMING STATION instructions
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
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Voice Guides
VG Recording
To create file including some messages using AAS
In AAS window, create a new project
Edit this new project
To record a message, Samples/Sound record
Download the wave file in the project
Compile the project (ex: formation.msk)
Transfer the file compiled using vg tools
All Rights Reserved © 2006, Alcatel-Lucent
The .wav files to be imported in a project must have these characteristics:
- sampling rate
8 khz
- sample size
16 bits
- channels
1 (mono)
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
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8
Voice Guides
VG Recording
Registering guides on the GPA2 and GA / GD boards
Call Server
System
Guides
4035+ IAK
/DHS3ext/vg/dhs
guide 1
guide 1’
guide 2
guide 3
guide 4
guide 4’’
etc...
^
^
^
Downloading
selected guides
Ram Memory
(GPA2 / Gx)
Hard Disk
Alcatel-Lucent Audio-station
(^)
selection (made per set or management)
All Rights Reserved © 2006, Alcatel-Lucent
9
IAK (Internal Alphabetic Keyboard)
This keyboard is mandatory to give a name to the file registered from the set.
When the file ends with ^, it means that it has been selected and downloaded in at least one GPA board or GA/GD.
In the case of a several Media-Gateway configuration, it can be advantageous to duplicate active guides on several GPA, GA/GD
boards to reduce traffic between Media-Gateway.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
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21
209
Voice Guides
CCd Voice Guides
Voice guides in CCd environment
Couplers
Presentation guide,
Parking guides 1, 2, 3, 4, 5, 6
Dissuasion guide
General Forwarding guide
Blockage guide
Hold on music
GPA2
GD
GA
OmniPCX Enterprise
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
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Voice Guides
CCd Voice Guides
Voice guides in the CCdistribution application
These guides are managed in the called pilot
Greeting
voice guide
N°682
Voice guide
N°683
level 1
Voice guide
N°684
Voice guide
N°685
Voice guide
N°686
Voice guide
N°687
Voice guide
N°688
Mandatory
level 2
level 3
level 4
level 5
level 6
Hold on guide
Before parking timer Inter tone guide
Inter tone guide
All Rights Reserved © 2006, Alcatel-Lucent
11
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
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Voice Guides
VG Transfer Tool
“VgTransferTool” software
Start the installation of the tool with the setup.exe delivered on the voice
guides CD-ROM
All Rights Reserved © 2006, Alcatel-Lucent
The tool is compatible with: Windows 95, Windows 98, Windows Me, Windows NT4 and Windows 2000pro
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
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12
Voice Guides
VG Transfer Tool
Select the destination folder
All Rights Reserved © 2006, Alcatel-Lucent
13
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
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Voice Guides
VG Transfer Tool
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
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Voice Guides
VG Transfer Tool
Click on the icon “VG Transfer tool” on the desktop
Enter the IP@ of the e-CS
and select (Add host)
All Rights Reserved © 2006, Alcatel-Lucent
15
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
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Voice Guides
VG Transfer Tool
Connection to e-CS and guide type selection
Select e-CS and «connect»
Select the voice guide type
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
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16
Voice Guides
VG Transfer Tool
Transferring the voice guides
Select «Transfer» and wait
For the message «Transfer completed»
/DHS3ext/vgadpcm/flash/custo
m
All Rights Reserved © 2006, Alcatel-Lucent
17
Generic or standard voice guides: after the transfer, the voice guides are stored under: /DHS3ext/vgadpcm/flash/std in case of
common hardware and under: /DHS3ext/vg/flash/std in case of crystal hardware.
Custom voice guides: after the transfer, the voice guides are stored under: /DHS3ext/vgadpcm/flash/custom in case of common
hardware and under: /DHS3ext/vg/flash/custom in case of crystal hardware.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
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Voice Guides
VG Downloading
The voice messages are played from GD or GA boards, or GPA2, Z20VG, or CPU6
boards.
Two different voice message file formats are offered, depending on the
board used to broadcast them:
G711 to broadcast messages from:
GPA2 board
Z20VG board
CPU6 board
ADPCM 32 to broadcast messages from:
GD board with a virtual GPA board
GA board with a virtual GPA board
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
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18
Voice Guides
VG Downloading
Loading static voice messages, by using « VgTransfer » tool
Selecting generic messages
Generic files (one per language) are transferred to the Call Server hard drive:
To the directory /DHS3ext/vgadpcm/flash/std for ADPCM files
To the directory /DHS3ext/vg/flash/std for G711 files
Selecting standard messages
Standard files are transferred to the Call Server hard drive:
To the directory /DHS3ext/vgadpcm/flash/std for ADPCM files
To the directory /DHS3ext/vg/flash/std for G711 files
Selecting custom messages
Custom files are transferred to the Call Server hard drive:
To the directory /DHS3ext/vgadpcm/flash/custom for ADPCM files
To the directory /DHS3ext/vg/flash/custom for G711 files
These messages correspond to a specific requirement and/or numbering plan
specific to an area or client company
All Rights Reserved © 2006, Alcatel-Lucent
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Voice Guides
Static VG Management
In case of “generic, standard or custom” voice guide loading
/Shelf/Board/Voice Guide Index MG (for GD/GA boards)
Create
Shelf Address:
Board Address:
0
VG Item:
Voice Guide Language Index:
3
4 (1..4)
7 (1..8, MOH)
Vgadpcm.EN0
Flash of the Gx
Slot 1
Slot 2
Slot 3
Formation.msk
Slot 4
/System/Flash voice guide configuration
Review/Modify
Flash VG number:
Language choice:
Flash file:
7 (1..8)
French, English, …Specific flash VG file
formation.msk
All Rights Reserved © 2006, Alcatel-Lucent
Board Address
position of GD or GA board
VG Item
1 to 4 one of the four 2 Mbytes flash of the virtual GPA
Static Voice Guide Index
a language index or the MOH
The following indexes are managed by default for a French version:
1: French
2: English
3: German
4: Spanish
5: Portuguese
6: Italian
7: None
8: None
You don’t modify the language in system but in Static voice guides
The file name is limited up to 14 characters (extension included)
Note: the “flash file” parameter appears only for “specific flash VG file”
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Voice Guides
Static VG Management
In case of “generic, standard or custom” voice guide loading
/Shelf/Board (for GPA2, CPU6/2, Z20VG boards)
Create
Shelf Address:
0
Board Address:
Interface type:
9
GPA2 (e.g)
Voice guide language index:
Static voice guides index 2:
Static voice guides index 3:
Static voice guides index 4:
1..8, Music
1..8, Music
1..8, Music
1..8, Music
on
on
on
on
hold
hold
hold
hold
/System/Flash voice guide configuration
Review/Modify
Flash VG number:
Language choice:
Flash file:
7 (1..8)
French, English, …Specific flash VG file
training.msk
Note: the “flash file” parameter appears only for “specific flash VG file”
All Rights Reserved © 2006, Alcatel-Lucent
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Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
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Voice Guides
Dynamic VG Management
Dynamic voice messages
Dynamic voice messages are recorded (or modified) by the user:
On a 4035 or 4035IP or 4068 set
Via the AAS application (A dynamic message (if there is one) replaces a static
message with the same index number)
Whatever the board used, all dynamic messages are stored in the directory
/DHS3ext/vg/dhs
All Rights Reserved © 2006, Alcatel-Lucent
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Voice Guides
Dynamic VG Management
Declaring the couplers
Shelf/Board/create
Interface type: GPA2 / GD…
Declaring the DSPs of a GPA2 board
Shelf/Board/ GPA DSP program
Interface type: GPA2 / GD…
DSP configuration: VG + …
For recording and managing voice guides directly from a 4035 phone
1) Manage the prefix for accessing the menu
Translator/Prefix Plan/Creation
Local features: recordable voice guides
2) User access from the phone to the prefix
Classes of service/Phone features C.O.S
Recordable voice guide: 1
All Rights Reserved © 2006, Alcatel-Lucent
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Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
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Voice Guides
Dynamic VG Management
Management
Create the voice guide in the database
System/Voice guide
Voice guide No:
….
Function:
Voice guide start:
Single Message voice guide
non
Flash message for language 1:
750 (e.g)
Assigning messages
Each message that should be in a voice guide must be assigned to one or
more couplers
System/Dynamic Voice Guide/Assignment
VG Sub-message N°:
ACT Shelf-Board list:
750 (e.g)
0 -10
Follow the “voice guide recording” procedure
24
All Rights Reserved © 2006, Alcatel-Lucent
For adjusting recording gain from the 4035 UA phone, five levels are possible:
Level
0
1
2
3
4
Gain (in dB)
-5
-2,5
0
2,5
5
So you specify the parameter value:
- Voice guide recording gain via UA phone: the initial setting is 3 (or 2.5 dB)
If there is a failure during these operations (assigning, selecting, downloading the voice guide file), you can obtain the causes of
the failure from the menu indicated in the above path
Causes of failure
System/Dynamic Voice Guide/failure reason
List of error messages
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
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Alcatel-Lucent OTCC Standard Edition
Dynamic Voice Guide recording
PROCEDURE
OBJECTIVE
-
To learn how to record a dynamic voice guide by using an extension
PROCEDURE
After the board ( GPA2 , GD, GA…) creation, the DSP management, a dynamic voice message is
created in three steps:
-
The audio sequence is recorded from the set (after a message number has been created in
management).
-
The file is created (the audio sequence is assigned to the message number).
-
The file is downloaded to the Call Server
Issue 03
Ref. CCD01006C01TEUS.doc
P. 1
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Dynamic Voice Guide recording
1.
Hardware declaration (example given with GPA2 board)
1.1. GPA2 board creation
Application
mtcl
Path
Shelf/Board/Creation
Parameters
Shelf Address: 0 to 99
Board Address: 0 to 27 (depends on shelf type)
Interface Type: GPA2
1.2. DSP management
Application
mtcl
Path
Shelf/Board/GPA DSP program/Creation
Parameters
Shelf Address: 0 to 99
Board Address: 0 to 27 (depends on shelf type)
Interface Type: GPA2
Configuration: VG+4 Detections+Tone
2.
or
VG+4 VAD+Tone
or
VG+2 Detections+2 VAD+Tone
or
VG+Conf.+3 Detections+Tone
or
VG+Conference+3 VAD+Tone
or
VG+Conf.+2 Detections+1 VAD+Tone
or
VG+Conf.+1 Detection+2 VAD+Tone
or
VG+2 Conferences+2 Detections
or
VG+ 2 Conferences+2 VAD
or
VG+2 Conferences+Detection+VAD
Create the Voice guide
Application mtcl
Path
System / voice guide / create
Parameters Voice guide n°: 866 (exemple)
Function: Single message voice guide
Flash message by language:
Flash message for language 1: 866 (example)
P. 2
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Dynamic Voice Guide recording
3.
Allocate the voice guide to the GPA2 board
Application mtcl
Path
System / Dynamic voice guides / assignment / create
Parameters Voice guide sub-message N°: 866 (example)
ACT shelf-board list: 0-4 (GPA2 board address)
4.
Create or check the presence of the voice guide recording prefix
Application mtcl
Path
Translator / prefix plan
Parameters Number:<8 digits max>
Prefix meaning: local features
Local features: recordable voice guide
5.
Allow to the users type UA (4035T or 4037) or IP Touch (4038, 4039 or 4068) the possibility
to record the voice guide and enable the keyboard use
5.1. Filter a set of type 4035T, note down its phone facilities categories and enable its
alpha numeric keyboard.
Application mtcl
Path
Users
Parameters Directory n:
_____
Set type:
4035T, 4037, 4038, 4039 or 4068
Phone features COS :
0 (0..31)
Internal alphanum. Keyboard:
english
5.2. Update the user’s phone facilities category
Application mtcl
Path
Classes of service / Phone features COS / Review/modify
Parameters Phone features COS : 0 (0..31)
PCX services
Recordable voice guides: 1
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Dynamic Voice Guide recording
6.
Record the voice guides
6.1. Dial the prefix to record the voice guide
Note:
The next pages show screens coming from a 4035T or 4037 type extension.
Although the IP Touch extensions screens are lightly different, the procedure
applies perfectly to them as well.
6.2. Choose the «record.» key on the set display
On set
Action
VG messages management: Main menu
Record. Downld
6.3. Specify the voice guide number and apply: e.g. 866
On set
Action
Recording of VG message nbr
Apply
: 866
Cancel
6.4. Check the available duration on the board and valid
On set
Action
Maximum recording duration
Apply
P. 4
: 506.9 sec
Ref. CCD01006C01TEUS.doc
All Rights Reserved © 2006 Alcatel-Lucent
228
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Dynamic Voice Guide recording
6.5. Record the message using START
On set
Action
Recording of voice guide nbr
Start
: 866
Cancel
6.6. Stop the recording
On set
Action
Recording of voice guide nbr
: 866
0:07
Cancel
Stop
6.7. Validate your message (after listening to it or/and recording it again)
On set
Action
Recording of voice guide nbr
Listen
Rstart
: 866
0:07
Apply
Cancel
6.8. Name the file stored on hard disk corresponding to your guide (e.g.: greeting)
On set
Action
Enter the file name: greeting
Apply
Issue 03
Delete
Rubout
Ref. CCD01006C01TEUS.doc
Back
P. 5
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Dynamic Voice Guide recording
6.9. Enter a memo (eg.: pilot1 greeting)
On set
Action
Enter the memo:
pilot1 greeting greeting
Apply
Delete
Rubout
Back
6.10. File creation
On set
Action
Patience: File creation in progress ..
«greeting» created for VG nbr: 866
Apply
6.11. Voice guide downloading on the board
On set
Action
Do you want to select this VG file ?
Yes
No
6.12. Off hook
P. 6
Ref. CCD01006C01TEUS.doc
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Voice guides management
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to record dynamic voice guides and to assign the dynamic voice guides to the
CCd matrix
MANAGEMENT
1.
In case of “crystal” hardware, create a GPA2 board, and its DSPs
In case of “common” hardware, the GD board is going to be used.
2.
Check that the prefix used to record the dynamic voice guide is present in the prefix plan
(Create it if it’s not). Allow the users to use it
3.
By using the procedure (dynamic voice guide recording), record for each pilot :
3.1. A greeting voice guide (“welcome to the …. Department…”)
3.2. A parking level 1 voice guide (“All agents are busy, please stay on the line”)
3.3. A parking level 2 voice guide (“we are going to answer you as soon as possible,
please stay on the line”)
3.4. A parking level 6 voice guide (a music on hold will be broadcast)
4.
Number
Greeting guide
Parking guide 1
Parking guide 2
Parking guide 6
3X600
700 / 1 time
701 / 1 time
702 / 1 time
703
3X601
710 / 1 time
711 / 1 time
712 / 1 time
713
By using the procedure (dynamic voice guide recording), record a voice guide for the “VG
PG” 3X802.
Voice guide N° 705 (“All agents are busy, please call again later”)
Issue 03
Ref. CCD01006H01TEUS.doc
HO. 1
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Voice guides management
5.
Check the voice guides content by using the tone test prefix
6.
Check the presence and the selection of the files on the e-CS hard disk
HO. 2
Ref. CCD01006H01TEUS.doc
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Voice Guide management
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to record dynamic voice guides and to assign the dynamic voice guides to the
CCd matrix
MANAGEMENT
1.
In case of “crystal” hardware, create a GPA or a GPA2 board, and its DSPs
By using “mgr”, go to: “Shelf / board / create”
Then, declare the DSP, so go to: “Shelf / board / GPA DSP Program / create”
In case of GPA:
and:
Issue 03
Ref. CCD01006S01TEUS.doc
HOS. 1
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Voice Guide management
In case of GPA2:
and:
In case of “common” hardware, the GD board is going to be used.
In that case, there’s nothing to manage.
2.
Check that the prefix used to record the dynamic voice guide is present in the prefix plan
(Create it if it’s not).
By using “mgr”, go to: “Translator / prefix plan / review/modify”
Allow the users to use it
Check the phone features COS of the set which will be used to record the voice guide ( “0
“ by default) and allow this prefix in this COS
Go to: “Classes of service / Phone features COS / Review/modify”
HOS. 2
Ref. CCD01006S01TEUS.doc
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Voice Guide management
3.
By using the procedure (dynamic voice guide recording), record for each pilot:
3.1. A greeting voice guide (“welcome to the …. Department…”)
3.2. A parking level 1 voice guide (“All agents are busy, please stay on the line”)
3.3. A parking level 2 voice guide (“we are going to answer you as soon as possible, stay
on the line”)
3.4. A parking level 6 voice guide (a music on hold will be broadcast)
Number
Greeting guide
Parking guide 1
Parking guide 2 Parking guide 6
3X600
700 / 1 time
701 / 1 time
702 / 1 time
703
3X601
710 / 1 time
711 / 1 time
712 / 1 time
713
By using “mgr”, assign the following messages number (700, 701, 702, 703, 710, 711,
712 and 713) to the GPA/GPA2 or the GD
Go to: “System / Dynamic voice guides / assignment / create”
By using “mgr”, create the voice guides:700, 701, 702, 703, 710, 711, 712 and 713
and assign the messages recorded previously to these voice guides
By using “mgr”, go to: “System / voice guide / create”
Issue 03
Ref. CCD01006S01TEUS.doc
HOS. 3
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Voice Guide management
When all these voice guides are recorded properly, assign them to the CCd matrix by
using the CCs
Go to: “Call flow mgt / Call routing” (Additional tab)
Select the pilot and assign the voice guides number
HOS. 4
Ref. CCD01006S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Voice Guide management
4.
By using the procedure (dynamic voice guide recording), record a voice guide for the “VG
PG” 3X802
Voice guide N° 705 (“All agents are busy, please call again later”)
Do the same management than previously (assign a message 705 to the GPA and associate
this message 705 to the Voice guide 705); record this message and assign it to the “Voice
Guide” PG by using the CCs
Go to: “Configuration / Processing group / PG others “
5.
Check the voice guides content by using the tone test prefix
When all voice guides are recorded, it’s possible to listen to them by dialing the “tone
test” prefix + the voice guide Number (4 digits)
Create the “tone test” prefix; go to: “translator / prefix plan / create”
Note:
Issue 03
don’t forget to allow it in the set phone features COS
Ref. CCD01006S01TEUS.doc
HOS. 5
All Rights Reserved © 2006, Alcatel-Lucent
237
Alcatel-Lucent OTCC Standard Edition
Voice Guide management
6.
Check the presence and the selection of the files on the e-CS hard disk
Go to the directory “usr7/vg/dhs” (cd /usr7/vg/dhs) and use the “ll” command
HOS. 6
Ref. CCD01006S01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
238
Issue 03
NOTES
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Al c at el -Luc ent Universit y – ht t p s://www.b usinessp ar t ner.alcatel-lucent.c o m
Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Agent Features Overview
All Rights Reserved © 2008, Alcatel-Lucent
1
OBJECTIVE
To describe the features Agent and supervisor
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
241
Agent Features Overview
Agent and Supervisor
Agent and supervisor sets
In a processing group, there are two different types of sets:
Supervisor set which can supervise several processing groups and can itself be part
of a processing group as an agent
Agents sets
Extension types
Agent: Analog, 4004, 4035, 4037, 4038, 4039 and 4068
Supervisor: 4035, 4038, 4039 and 4068
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
242
2
Agent Features Overview
Set functions
Set functions
The CCd system uses Alcatel-Lucent dedicated digital sets as well as
standard analog sets
The displays as well as the programmable and dynamic keys can be
customized on the agent sets and supervisor sets
The functions can be accessed:
By dialing prefixes for analog sets and Alcatel-Lucent 4003 and 4004 sets
Using the programmable keys and the dynamic keys associated with the
alphanumeric display for the Alcatel-Lucent 4035, 4038, 4039, 4068 sets
Let’s have a look to the most important features available by the agent or
supervisor sets…
All Rights Reserved © 2008, Alcatel-Lucent
3
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
243
Agent Features Overview
Log-on/Log-off function for the agent
Log-on/Log-off function for the agent
The log-on procedure allows an agent to inform the CCd system of his
physical presence on a workstation and as a result to ask for acceptance in
the call distribution mechanism handled by the CCd system
The log-on request is carried out using the dynamic ”LogOn” key (set with
display) or by dialing a prefix
The log-off procedure allows an agent to inform the CCd system of his
disengagement from the call processing process
The log-off request is carried out using the dynamic ”LogOff” key (or by
dialing a prefix).
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
244
4
Agent Features Overview
Log-on/Log-off function for the agent
Log-on/Log-off function for the agent
During the “LogOn” procedure, the agent authentication implies that the
agent has to enter:
His agent directory number (except if this agent has an associated set)
The secret code (except if secret code is disabled by the management)
The processing group
If this is a self-assigning agent
If this agent has no preferred processing group
Agent attachment to a processing group is carried out by management. An
agent must be attached to a processing group to allow log-on attempts to
this processing group
All Rights Reserved © 2008, Alcatel-Lucent
5
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
245
Agent Features Overview
Fixed / mobile agents
Fixed / mobile agents
Fixed agent means that the agent can only log on to the set with which he is
associated by management. There is no need to authenticate at the log-on.
Mobile agent means that the agent can log on from any authorized set.
Authentication is required in this case
Log-on
Log-on
Mobile agent
(or supervisor)
CCdistribution
extension
No CCd extension assigned to the agent
Association on log-on.
Fixed agent
(or supervisor)
The agent is associated with
the extension by management.
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
246
CCdistribution
extension
6
Agent Features Overview
Self-assignable agent / preferred processing group
Self-assignable agent / preferred processing group
If an agent is declared as self-assignable in the management, it means that
during the log-on, he will be able to decide in which processing group he
wants to enter
Log-on
Processing groups
Log-on
Choice of PG on log-on
(otherwise entry in the preferred
group defined in management)
The manager can designate one and only one specific processing group to
which the agent will be automatically assigned on carrying out the log-on
operation ("Preferred Processing Group")
All Rights Reserved © 2008, Alcatel-Lucent
7
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
247
Agent Features Overview
Log on procedure summary
Log on procedure summary
Logon
No
Fixed ?
Yes
Agent number
Secret code (option)
No
Self-assignable ?
No
Yes
CCsupervision
Preferred
PG ?
PG number
Yes
Pre assigned
Withdrawn
Assigned
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
248
8
Agent Features Overview
"Log-on/Log-off" function for the supervisor
"Log-on/Log-off" function for the supervisor
As for an agent, the supervisor set:
Can be fixed or mobile
May have to dial the secret code
By default a supervisor is self-assignable
A supervisor is attached to processing groups by management, but has no
preferred processing group
After the log-on, the supervisor can enter/leave the processing group using
the dynamic "Entry/Exit" key
3502
Supervisor Name
Entry
06/05/05
Qinfo
All Rights Reserved © 2008, Alcatel-Lucent
10:45
Logoff
9
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
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Agent Features Overview
Temporary withdrawal
Temporary withdrawal
Withdrawal allows an agent to withdraw temporarily from the processing
group in which he is present
The agent (or the supervisor) is then no longer taken into account for CCd
call distribution
3501 Available Agent
Withd
WrapUp
Superv
06/05/05
Qinfo
10:45
Logoff
Withdrawal is enabled or disabled on all types of set by dialing the
withdrawal prefix or by selecting the "Withd" dynamic key
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
250
10
Agent Features Overview
Temporary withdrawal
Temporary withdrawal
Up to 9 different types of withdrawal (Coffee break, WC, Smoke…) can be
managed and are used for the statistics
6
Coffee
7
WC
8
Smoke
9
4
5
The agent who has temporarily withdrawn can still be called on his own
directory number for internal or external calls
By management, it is possible to inhibit at processing group level the
withdrawal of the last agent available
By management, an agent can be automatically withdrawn on entering in a
PG or after a call rotation phase
All Rights Reserved © 2008, Alcatel-Lucent
11
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
251
Agent Features Overview
Wrap-up function
Wrap-up function
The wrap-up procedure allows an agent to carry out non telephone work
without being available neither for processing calls distributed by the CCd
system to his processing group, nor for other calls, whether personal, local or
external
All types of sets (analog or dedicated) allow an agent to switch to wrap-up
mode when he is logged-on.
Wrap-up is activated:
Either automatically at the end of the processing of each CCd call according to the
source pilot (management of the "Automatic WrapUp Timer" parameter at pilot
level)
Or manually by the agent when he is in a pause or idle phase by pressing the
“WrapUP” dynamic key
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
252
12
Agent Features Overview
Wrap-up function
Wrap-up function
The agent controls his exit from wrap-up in the limit of the wrap-up timer
defined in the pilot (automatic wrap-up) or in the processing group (manual
wrap-up)
3501 Available Agent
Withd
WrapUp
Superv
06/05/05
Qinfo
10:45
Logoff
An agent in wrap-up phase can carry out all the operations he wishes.
However, an operation (outgoing call, selection of a dynamic or programmed
key, etc.) will cancel the wrap-up state (except "Qinfo" key activation) and
the agent will return to idle state at the end of the requested operation
All Rights Reserved © 2008, Alcatel-Lucent
13
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
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Agent Features Overview
Pause between calls
Pause between calls
The pause between calls is the period between two consecutive CCd calls on
a same set in a processing group during which the agent is switched to idle
state
The agent switches automatically to the pause status at the end of the wrap-
up timer
The pause timer can be managed or disabled at pilot level
Unlike wrap-up time, an agent in pause status can be reached for personal,
local or external calls. When one of these calls is released, the agent
switches to idle position
Note: the pause timer is completely reset following a manual wrap-up in
pause state
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
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14
Agent Features Overview
Agent status
Agent status - CCdistribution call chronology
ringing
Wrap-up in idle
(manual)
(pilot/caller/waiting time)
(group timer)
conversation
free
code
Wrap-up (automatic)
(pilot timer (possible cut-off))
Wrap-up in
pause
(manual)
Pause
(group timer)
(pilot timer)
All Rights Reserved © 2008, Alcatel-Lucent
15
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
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Agent Features Overview
Supervisor direct call
Supervisor direct call
An agent who is logged on and present can call directly one of the processing
supervisors for the group in which he is present
Supervisor direct call is available on all types of sets by dialing a prefix for
analog sets or by selecting the "Superv" dynamic key for sets with displays
3501 Available Agent
Withd
WrapUp
Superv
06/05/05
Qinfo
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
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10:45
Logoff
16
Agent Features Overview
Supervisor direct call
Supervisor direct call
This function can be accessed from idle state, wrap-up state, pause between
calls and from conversation for the Alcatel-Lucent 403x/4068 sets (in this
case, the call behaves like an enquiry call)
In all cases, the system searches for a logged-on supervisor with priority
given to those found in idle state and preferably the first logged-on
All Rights Reserved © 2008, Alcatel-Lucent
17
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
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Agent Features Overview
Waiting calls - queues status
Waiting calls - queues status
On the Alcatel-Lucent 403x /4068 dedicated sets, in idle, conversation,
automatic wrap-up, manual wrap-up or pause states, the ''Qinfo" dynamic
key is used to display the following information:
“WAI”: number of calls waiting in all queues serviced by the designated processing
group (value between 0 and 999 on the first line of the display),
"MAX”: call waiting time, with the longest actual waiting time, placed in one of the
queues serviced by the designated processing group (value between 0 minute 0
second and 59 minutes 59 seconds on the first line of the display),
“AVE”: average waiting time, calculated on the traffic sampling period (TSP) of the
queue containing the call with the longest actual waiting period (value between 0
minute 0 second and 59 minutes 59 seconds on the first line of the display).
The "FREE" (number of free agents), " WTHDR" (number of agents withdrawn) and
"BUSY" (number of busy agents) information items are available on the 2nd line of
the display
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
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18
Agent Features Overview
Waiting calls - queues status
Waiting calls - queues status
For the agent, the display corresponds to the processing group to which he is
assigned. For the supervisor controlling several processing groups, the system
requests indication of the number of the processing group to view after
selection of the "Qinfo" dynamic key
WAI = 0
FREE=1
MAX = 00:00
BUSY=1
AVE = 00:00
WTHD=0
CANCEL
This function is used to provide immediate information for the agents and
supervisors concerning changes in traffic and the actions to be taken
All Rights Reserved © 2008, Alcatel-Lucent
19
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
259
Agent Features Overview
Headset function
Headset function
This facility is available on the Alcatel-Lucent 403x /4068
dedicated supervisor and agent sets and is used to
replace the telephone handset by a headset
It requires a "Headset" programmed function key
When the icon associated with the "Headset" programmed key is off, this means the
headset function is not active. Pressing this programmed key will validate the
headset function and light up the associated icon
When the headset function is validated, the "Mute/Inter'' fixed function key is used
to choose between manual answer and automatic connection
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
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20
Agent Features Overview
Monitoring by the supervisor
Monitoring by the supervisor
The following monitoring features are available from a supervisor set:
Discrete listening
Intrusion
Restricted intrusion
Permanent monitoring
To carry out a system monitoring request, the supervisor selects the "Listen-
in" programmable key and dials the directory number to monitor
All Rights Reserved © 2008, Alcatel-Lucent
21
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
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Agent Features Overview
Monitoring by the supervisor
Monitoring by the supervisor
The discrete listening feature:
Is only authorized if it concerns a directory number of an agent in one of the
processing groups for which the supervisor is responsible
Can be carried out on CCd calls only or on all calls (CCd and private calls)
The agent can be informed that his call is being discretely monitored
Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.
Perma.
Perma.
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
262
Cancel
22
Agent Features Overview
Monitoring by the supervisor
Monitoring by the supervisor
Normal intrusion (barge-in) feature allows the supervisor (in discrete listen-
in phase or following a discrete monitoring request) to participate in the call
between the agent and the external party
The supervisor's presence is indicated by a repeated beep during the call and
by a specific display on the agent set
Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.
Perma.
Perma.
All Rights Reserved © 2008, Alcatel-Lucent
Cancel
23
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
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Agent Features Overview
Monitoring by the supervisor
Monitoring by the supervisor
Restricted intrusion (barge-in) feature is used by the supervisor to dialog
with the agent during the CCd call without indicating his presence to the
external caller
The external caller continues to dialog with the agent without hearing the
supervisor. No repetitive beep is emitted during the call. On the other hand,
a specific display is provided on the agent's set
Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.
Perma.
Perma.
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
264
Cancel
24
Agent Features Overview
Monitoring by the supervisor
Monitoring by the supervisor
The Permanent monitoring function enables the supervisor to monitor, in
real time, on the Alcatel-Lucent 403x/4068 display, the static (withdraw,
log-off) and dynamic (private outgoing call, pause, CCd direct call…) states
of an agent
The permanent monitoring function also allows the supervisor to
automatically switch to discrete listening on an agent as soon as the agent is
in conversation state
Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.
Perma.
Perma.
All Rights Reserved © 2008, Alcatel-Lucent
Cancel
25
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
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Agent Features Overview
Help request by an agent
Help request by an agent
An agent can ask for a help request to a supervisor
The supervisor must have an “ACD Listening“ programmable key
A Help request is authorized on CCd calls only or on all external calls
(according to the management)
The agent, in on-line mode, selects the "Help" dynamic key
0298143322
Enquir
Pilot Name
Help
in conversation
Qinfo
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
266
Superv
26
Agent Features Overview
Help request by an agent
Help request by an agent
In case of Help request by the agent:
A beep informs the supervisor
The icon associated with the supervisor set " ACD Listening " programmable key
flashes
After acknowledging the help request, the supervisor can perform discrete
listening, normal intrusion, restricted intrusion or permanent monitoring on
the agent, or he can simply reject the help request
Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.
All Rights Reserved © 2008, Alcatel-Lucent
Perma.
Perma.
Cancel
27
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
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Agent Features Overview
Transaction/business code
Transaction/business code
This facility allows an agent, at the end of a call, to enter a code
characterizing the type of call processing
Two types of codes are possible (choice by management):
Transaction code from 1 to 15 digits. It’s only entered on the CCd call record
Business code from 1 to 3 digits. This code is used for statistics
The agent can modify, erase or cancel the entry using the dynamic keys
Transaction code (4) :
Apply
Rubout
Delete
Cancel
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
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28
Agent Features Overview
Conversation recording
Conversation recording
The recording function is available with the Alcatel-Lucent 4645 and 4635
voice messaging systems
It allows an agent to record a conversation in progress
Recording a conversation is done by selecting the "Record'' dynamic key and
is signaled by a beep and the flashing of the "Record'' icon
The call is stored in the mailbox associated with the pilot
0298143322
Enquir
Pilot Name
in conversation
Help
Record
Qinfo
All Rights Reserved © 2008, Alcatel-Lucent
0:05
Superv>
Superv>
29
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
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Agent Features Overview
Queue supervision on LED
Queue supervision on LED
The queue supervision on LED function is reserved for agents with an Alcatel-
Lucent 403x /4068 set
For an agent or a supervisor, the set LED status provides information
regarding the presence of waiting calls or the saturation of at least one of
the queues served by the processing group in which the agent is assigned on
log-on or controlled by this supervisor
The LED always represents the most favorable case of the overall waiting
queues concerned
For example, congestion of at least one of the waiting queues (flashing red) will
take priority over presence of at least one call on hold in a waiting queue (steady
red)
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
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30
Agent Features Overview
Queue supervision on LED
Queue supervision on LED
The 4 states of the LED are, in display priority order:
Flashing red: at least one queue saturated
Steady red: at least one call waiting in a queue
Flashing green: "Business" use
Off: no queue saturated, no call waiting, no "Business" use
All Rights Reserved © 2008, Alcatel-Lucent
31
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
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Agent Features Overview
General forwarding function
General forwarding function
General forwarding is only applicable to one pilot
The general forwarding function is used to switch all the calls destined to a
pilot over to:
A new call distribution rule (new close/open direction state and new presentation
and parking level guides), or
A local or remote node directory number (agent or supervisor set, attendant,
group, voice messages, etc..), or
A voice guide (for subsequent call-back, for example)
The activation of general forwarding corresponds to the manual closing of a
pilot
It can be activated either automatically from the switch-over of the pilot
routing rule, or manually from an agent or supervisor set, by using a
programmable key, or from a supervision station or a system management
console
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
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32
Agent Features Overview
Manual close/open of a processing group
Manual close/open of a processing group
The manual close/open of a processing group can be activated from an
Alcatel-Lucent 403x /4068 dedicated set (agent or supervisor) by selecting
the “Closing PG” programmable key
In case of processing group closure, the calls won’t be routed anymore to
this PG
General Forwarding of pilot
Closing PG
All Rights Reserved © 2008, Alcatel-Lucent
33
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
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Agent Features Overview
Manual hold/retrieve
Manual hold/retrieve
The manual hold/retrieve function allows an agent in CCd conversation to
set this call on hold, in order to carry out a non telephone activity and then
to resume call with the external party when this activity is terminated
On manual hold activation, the external correspondent will be connected to
an on hold guide
This function is activated/de-activated by dialing a prefix or by using a
dynamic key
0298143322
<DTMF
Pilot Name
Hold
in conversation
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
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0:05
34
Agent Features Overview
Choice by list (CBL)
Choice by list (CBL)
This concerns the use of the "Choice by List (CBL)" function when selecting a
Processing Group number or a Pilot number for the following procedures:
"Log-On": Choice of Processing Group
"Entry": Choice of Processing Group
"Waiting displays": Choice of Processing Group
"Pilot FWD ": Choice of Pilot
This function offers agents logged on a dedicated Alcatel-Lucent 403x /4068
set an exhaustive list of PGs or Pilots that can handle the operating mode
involved (by using the "List" key)
All Rights Reserved © 2008, Alcatel-Lucent
35
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
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Agent Features Overview
Choice by list (CBL)
Choice by list (CBL)
Example for the LogOn procedure
The agent enters his agent number, the secret code and then can choose the processing
group from a LIST
PG number :
List
The agent can review all the PG using the ” Prev” or “Next” keys
The number of items included in the list is indicated by a counter
In this example, PG1 is the first PG in the list
3800
Prev
PG1
Next
Apply
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
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01/05
Back
36
Agent Features Overview
Call by name (CBN)
Call by name (CBN)
This concerns the use of the "Call By Name (CBN)" function when selecting an
agent number, a processing group number or a pilot number for the following
procedures:
Log-On: Choice of agent and choice of Processing Group
Entry: Choice of Processing Group
Pilot FWD: Choice of Pilot
Discrete monitoring: Choice of agent
Waiting display: Choice of Processing Group
This CBN function is similar to the CBL one:
CBL uses the “LIST” dynamic key
CBN uses the alphanumeric keyboard
All Rights Reserved © 2008, Alcatel-Lucent
37
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
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All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
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38
Alcatel-Lucent OTCC Standard Edition
Agent & Supervisor features management
PROCEDURE
OBJECTIVE
-
To learn how to manage agent/supervisor features
PROCEDURE
1.
Temporary withdrawal management
Application
Expert tool
Path
/Applications /CCd / Processing group
Action
Review/modify
Directory Number:
Tab
<enter an agent processing group directory number>
Unavailable type parameters
Unavailable type
0..9 ( 0 means that withdrawal is forbidden; 9 different
types of withdrawal maximum can be managed)
Display unavailable type 1
enter the name of the withdrawal (from 0 to 6 characters)
Display unavailable type 2
enter the name of the withdrawal (from 0 to 6 characters)
…
…
Display unavailable type 9
enter the name of the withdrawal (from 0 to 6 characters)
Unavailable last agent
True / False
Unavailable after logging on
True / False
Unavailable on no answer
True / False
Note:
Issue 03
These 9 different types of withdrawal are used for statistics.
“Unavailable Last Agent” True: temporary unavailable of the last agent of the
processing group is authorised.
“Unavailable after logging on” True: when an agent enters this processing group, he
is not immediately operational and is put in "withdrawal" position
“Unavailable on no answer” True: When an agent set is rung and the agent does not
answer, the agent is automatically withdrawn temporarily on expiry of the
rotation timer.
Ref. CCD01007C01TEUS.doc
P. 1
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Agent & Supervisor features management
2.
Wrap-up Management
2.1. Automatic wrap-up
Application
Expert tool
Path
/Applications /CCd / Pilot
Action
Review/Modify
Pilot Directory Number
Auto. Wrap-up timer
Tab
<enter a pilot number>
enter a value (by step of 100 mS)
0 means “No automatic Wrap-up”
Note:
“Automatic wrap-up timer”: This is the time automatically granted to the agent
after the communication to allow work concerning this communication to be
completed (computer entry, etc.). The value must be between 1 sec and 3276 sec.
To delete the wrap-up, enter the value '0'.
2.2. Manual wrap-up
Application
Expert tool
Path
/Applications /CCd / Processing group
Action
Review/Modify
Directory Number
Tab
<enter an agent PG number>
Wrap-up idle timer
enter a value (by step of 100 mS)
Wrap-up in pause timer
enter a value (by step of 100 mS)
Pause after man. Wrapup in pause
True / False
Note: : "Wrap Up duration in Idle state": This is the duration allocated to the agent when
making the request manually in idle state. This item is defined for the agents of
the group. Enter a value between 1 and 3276 seconds, this value is optional ( 0
means wrap-up in idle mode forbidden).
"Wrap Up duration in pause": This is the duration allocated to the agent when
making the request manually in pause state. This item is defined for the agents of
the group. Enter a value between 1 and 3276 seconds, this value is optional( 0
means wrap-up In pause mode forbidden)
“Pause after manual wrap-up in pause”:
True: the agent is authorized to return to pause state after entering manual wrapup state if this agent was already in pause state when the request was made.
False: the agent is put in idle state after entering manual wrap-up state if this
agent was already in pause state when the request was made.
P. 2
Ref. CCD01007C01TEUS.doc
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Agent & Supervisor features management
3.
Pause Management
Application
Expert tool
Path
/Applications /CCd / Pilot
Action
Review/Modify
Pilot Directory Number
Time between two calls
Tab
<enter a pilot number>
enter a value (by step of 100 mS)
0 means “No Pause”
Note:
“Time between two calls”
Minimum duration between two CCd calls from this pilot to an agent. (The unit
corresponds to 100 ms). If the value is null, there is no pause between calls for the
agents servicing this pilot
4.
Waiting calls – queues status
Application
Expert tool
Path
/Applications /CCd /Processing Group
Action
Review/Modify
Directory Number:
Display waiting timer:
Note:
Tab
<enter a PG number>
enter a duration (by step of 100 mS)
“Display waiting timer”:
Duration of display of the information regarding queues, on 4035 or 4037 sets
when an agent presses the “Qinfo” dynamic key.
The unit is 100 ms. The minimum authorised value is 10
5.
Headset function management
Application
Expert tool
Tab
Path
/Applications /CCd /Processing Group
Action
Review/Modify
Directory Number:
<enter a PG number>
Headset mandatory:
True / False
Note:
“Headset mandatory”
True: forces the headset set function for agents in the processing group.
Issue 03
Ref. CCD01007C01TEUS.doc
P. 3
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Agent & Supervisor features management
Application
Expert tool
Path
/Users / Programmable keys
Action
Review/modify
Directory Number:
<enter an agent or supervisor directory number>
Key N°:
1..24
Function:
Headset
Note:
6.
Tab
This programmable key allows the agent to enable or disable the headset
Queue supervision on LED management
Application
Expert tool
Tab
Path
/Applications /CCd /Processing Group
Action
Review/Modify
Directory Number:
<enter a PG number>
Queue Supervision:
True / False
Note:
“Queue Supervision “:
True:the agent or supervisor can view the state of the queues via the led on the
set (4035T, 4037, 4038, 4039 and 4068).
P. 4
Ref. CCD01007C01TEUS.doc
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Agent & Supervisor features management
7.
Supervisor monitoring management
Supervisor monitoring means:
- Discrete listening
-
Intrusion
-
Restricted intrusion
-
Permanent monitoring
Application
Expert tool
Path
/Users / Programmable keys
Action
Review/modify
Directory Number:
Tab
<enter a supervisor directory number>
Key N°:
1..24
Function:
ACD Listening
Miscellaneous parameters concerning the supervisor monitoring
Application
Expert tool
Tab
Path
/Applications /CCd /Processing Group
Action
Review/Modify
Directory Number:
<enter a PG number>
Help on external call:
True / False
Show supervisor listening:
Note:
True / False
“Help on external calls “:
True: the supervisor can carry out intrusion or discrete listen-in on an agent in
this group during an external communication other than CCd.
“Show supervisor listening”:
True: when the supervisor listens in on an agent conversation (discrete listen-in on
the initiative of the supervisor), the agent in question is informed (display or beep
according to the type of set)
Issue 03
Ref. CCD01007C01TEUS.doc
P. 5
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Agent & Supervisor features management
8.
Transaction code management
Application
Expert tool
Path
/Applications /CCd / Pilot
Action
Review/Modify
Pilot Directory Number
Tab
<enter a pilot number>
Transaction code dialing timer
enter a value (by step of 100 mS)
N° of transact. code dialing
digits
From 0 to 15 digits
True / False
Business code
Note:
The transaction code is used to identify the call type. This code is then available
for use by the supervisor for statistical purposes.
“Transaction Code dialing Timer”
Period during which an agent can enter the transaction code (or file number) after
a communication coming from the pilot. The unit is 100 ms. The minimum
authorized value is 10.
“Number of Transaction Code dialing Digits”
Number of digits to be entered by the agent for the transaction (or business) code.
Possible values:
0: no code to enter
to 15: number of digits to enter for a transaction code ("Business Code " attribute
= "no")
to 3: number of digits to enter for a Business code ("Business Code " attribute =
"yes").
“Business Code”
False: the code to enter is "transaction" type
True: the code to enter is "business" type
P. 6
Ref. CCD01007C01TEUS.doc
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Agent & Supervisor features management
9.
Conversation recording management
9.1. Prior management: the voice mail (4635 or 4645) must be managed in the OmniPCX
Enterprise database
Application
Expert tool
Tab
Path
/Applications / Voice mail
Action
Review/modify
Voice mail Directory Number:
<choose a free number in the numbering plan>; e.g:34999
Directory Name:
<enter a name; 12 characters maximum)
Voice mail Type:
4635 / 4645
9.2. Pilot mailbox management
Application
Expert tool
Path
/Applications /CCd / Pilot
Action
Review/Modify
Pilot Directory Number:
<enter a pilot number>
Voice mail:
Note:
Tab
enter a set directory number which has a mailbox in the
voice mail system declared previously; e.g: 34015
“Voice mail”:
Directory number of the set (local or remote) whose voice mailbox is used for
recording the conversations of calls on this pilot. (This set must be a voice mail
holder)
9.3. Conversation recording prefix creation
Application
Expert tool
Path
/Translator / Prefix plan
Action
Create
Number:
Tab
<choose a free number in the numbering plan>
Prefix meaning:
Local features
Local features:
Conversation recording
Issue 03
Ref. CCD01007C01TEUS.doc
P. 7
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Agent & Supervisor features management
9.4. Allow the prefix use in the agent / supervisor C.O.S
Application
Expert tool
Path
/Classes of service /Phone features COS
Action
Review/modify
Phone features COS:
Tab
<enter the agent or supervisor phone features COS>
PCX services
Conversation recording
Note:
10.
1 (1 means “prefix use allowed”)
The “Record” dynamic key will appear on the agent / supervisor set display
Pilot general forwarding state activation/de-activation
Application
Expert tool
Path
/Users / Programmable keys
Action
Review/modify
Directory Number:
Tab
<enter an agent or supervisor directory number>
Key N°:
1..24
Function:
General Forwarding of Pilot
Directory Number:
If empty, the user will be able to choose the pilot to
switch into general forwarding state
OR
< enter the pilot number which will be switched into
general forwarding state>
P. 8
Ref. CCD01007C01TEUS.doc
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Agent & Supervisor features management
11.
Processing group closure/opening activation/de-activation
Application
Expert tool
Path
/Users / Programmable keys
Action
Review/modify
Directory Number:
Tab
<enter an agent or supervisor directory number>
Key N°:
1..24
Function:
closing PG
Directory Number:
If empty, the user will be able to choose the PG to be
closed /open
OR
< enter the PG number which will be closed / open >
12.
Manual hold/retrieve feature management
12.1. Prefix creation
Application
Expert tool
Path
/Translator / Prefix plan
Action
Create
Number:
Tab
<choose a free number in the numbering plan>
Prefix meaning:
External features
External features:
Manual hold
12.2. Allow the prefix use in the agent / supervisor C.O.S
Application
Expert tool
Path
/Classes of service /Phone features COS
Action
Review/modify
Phone features COS:
Tab
<enter the agent or supervisor phone features COS>
External services
Manual hold
Note:
Issue 03
1 (1 means “prefix use allowed”)
The “hold” dynamic key will appear on the agent / supervisor set display
Ref. CCD01007C01TEUS.doc
P. 9
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Agent & Supervisor features management
13.
Park call/retrieve feature management
13.1.
Prefix creation
Application
Expert tool
Path
/Translator / Prefix plan
Action
Create
Number:
Tab
<choose a free number in the numbering plan>
Prefix meaning:
External features
External features:
Park call/retrieve
13.2.
Allow the prefix use in the agent / supervisor C.O.S
Application
Expert tool
Path
/Classes of service /Phone features COS
Action
Review/modify
Phone features COS:
Tab
<enter the agent or supervisor phone features COS>
External services
Park call/retrieve
Note:
14.
1 (1 means “prefix use allowed”)
The “park” dynamic key will appear on the agent / supervisor set display
MEA feature management
14.1. Multi-line keys creation
Application
Expert tool
Path
/Users / Programmable keys
Action
Review/modify
Directory Number:
Tab
<enter an agent or supervisor directory number>
Key N°:
1..24
Function:
Multi-line
Directory Number:
< enter the agent or supervisor directory number >
P. 10
Ref. CCD01007C01TEUS.doc
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Agent & Supervisor features management
14.2. ACD line key creation
Application
Expert tool
Path
/Users / Programmable keys
Action
Review/modify
Directory Number:
Tab
<enter an agent or supervisor directory number>
Key N°:
1..24
Function:
ACD line
14.3. Outgoing calls by using the ACD line key
Application
Expert tool
Path
/Applications / CCd/ CCd users/ CCd operations management
Action
Review/modify
Directory Number:
Outgoing call on ACD key:
Note:
Tab
<enter an agent or supervisor directory number>
True / False
“Outgoing call on ACD key”: To initiate an outgoing call on an ACD key, the agent
must press the ACD key before dialing. However, an outgoing call initiated on the
ACD key is not necessarily an ACD outgoing call.
False: line seizure and dialing by ACD key prohibited
14.4. MEA & MLA
14.4.1. Virtual set (with a primary MLA key) creation
Application
Expert tool
Path
/Users
Action
Create
Directory Number:
Shelf address:
Board address:
Equipment address:
Set type:
Issue 03
Tab
<enter a free number in the numbering plan>
255
255
255
UA Virtual
Ref. CCD01007C01TEUS.doc
P. 11
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Agent & Supervisor features management
Application
Expert tool
Path
/Users / Prog. Keys
Action
Review/modify
Directory Number:
Key N°:
Function:
Directory number:
Order:
Note:
Tab
<enter the virtual set number>
1..24
Primary MLA
<enter a free number in the numbering plan which will be
the MLA group directory number>
order number of the key in the MLA group
before creating the “Primary MLA” key on the virtual UA set, this one must be
configured as a multi-line set
14.4.2. Secondary MLA keys (on agent set) management
Application
Expert tool
Path
/Users / Prog. Keys
Action
Review/modify
Directory Number:
Key N°:
Function:
Directory number:
Order:
Ringing mode:
Deferred ring:
P. 12
Tab
<enter the agent set number>
1..24
Secondary MLA
<enter the MLA group directory number managed in step
14.4.1>
order number of the key in the MLA group
No ring / short ring / long ring…
Yes / No
Ref. CCD01007C01TEUS.doc
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Agents and supervisors facilities
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to use agents and supervisors facilities
MANAGEMENT
1.
Test the following agent features:
Temporary withdrawal
- In the PG 3X800, 3 temporary withdrawals (Coffee, WC, Smoke) are available
- The withdrawal will be activated on no answer and will be possible for all agents
- In the PG 3X803, the temporary withdrawal is not authorized
Automatic Wrap-up: for both pilots, the wrap-up timer will be equal to 30 sec
Manual wrap up:
- In the PG 3X800, when pressing the “wrap-up” key, the agents, in idle state will be in
wrap-up during 15 sec; in pause mode, the timer will be equal to 10 sec
- In the PG 3X803, when pressing the “wrap-up” key , the agents in idle state will be in
wrap-up during 20 sec; in pause mode, the timer will be equal to 15 sec
Pause:
- For both pilots, the pause timer will be equal to 10 sec
Waiting calls – queue status
- When pressing the “Qinfo” dynamic key, these information will be displayed 20 sec
Headset
- Create for the agent 3X500 an headset programmable key; test that during the log-on
the agent can activate or de-activate the headset
ACD listening (supervisor 3X502)
- Create an “ACD listening” key on the supervisor set (3X500)
- From the supervisor set:
- Test the discrete listening
- Test the intrusion
- Test the restricted intrusion
- Test the permanent monitoring
Issue 03
Ref. CCD01007H01TEUS.doc
HO. 1
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Agents and supervisors facilities
-
-
-
Note:
HO. 2
From the agent set:
- Test the Help request
- Help request will be available also on external communication other than CCd
Supervisor call; test this feature
Transaction code For the pilot 3X600, the agent will have 10 sec to enter a 3 digits
code at the end of the call
Pilot general forwarding state: Manage a programmable key on the supervisor 3X502 in
order to be able to put a pilot in general forwarding state
Close/open a PG: Manage a programmable key on the supervisor 3X502 in order to be
able to close/open a PG
MEA
- Create 2 multi-line keys on the agent set 3X500
- Create an ACD line key on the agent set 3X500
- Call the pilot 3X600; on which key will the call arrive on the agent 3X500?
- How many CCd calls coming from the CCd matrix (from the pilot) is this agent
able to receive at the same time?
- Call the agent directly (this agent is still on line with the previous call, coming
from the CCd matrix); on which key will the call arrive on the agent 3X500?
- Check the agent real time status in the CCs
- An outgoing call on the “ACD line” key will be possible: what is the right
management?
MEA & MLA
- Create a virtual set (3X454) with a Primary MLA key (3X455= MLA group directory
number)
- Create a secondary MLA key on the agent set 3X500 and on the agent set 3X501
- Call the number 3X455 and test MLA
You can use the ACD prefix to have the CCdistribution characteristics on analog or
4003 sets as follow; the prefix 12 has to be dialed on the analog and the 4003
phone sets these type of set hasn't display to activate dynamic keys.
PREFIX
N°
Withdrawal
12+1
Wrap up
12+2
Supervisor
12+3
Log off
12+5
Log on
12+6
Ref. CCD01007H01TEUS.doc
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Agents and supervisors facilities
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to use agents and supervisors facilities
MANAGEMENT
1.
Test the following agent features:
Temporary withdrawal
-
In the PG 3X800, 3 temporary withdrawals (Coffee, WC, Smoke) are available
-
The withdrawal will be activated on no answer and will be possible for all agents
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Applications / CCd / Processing groups / Review/modify”
-
Issue 03
In the PG 3X803, the temporary withdrawal is not authorized
Ref. CCD01007S01TEUS.doc
HOS. 1
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Agents and supervisors facilities
Automatic Wrap-up: for both pilots, the wrap-up timer will be equal to 30 sec
This management can be done by “mgr” or by the CCs
From the CCs: Configurations / Pilot
Do the same management for the pilot 3X601
Manual wrap up:
-
In the PG 3X800, when pressing the “wrap-up” key, the agents, in idle state will be in
wrap-up during 15 sec; in pause mode, the timer will be equal to 10 sec
This management can be done by “mgr” or by the CCs
From the CCs: Configurations / Processing group
HOS. 2
Ref. CCD01007S01TEUS.doc
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Agents and supervisors facilities
-
In the PG 3X803, when pressing the “wrap-up” key , the agents in idle state will be in
wrap-up during 20 sec; in pause mode, the timer will be equal to 15 sec
Pause:
-
For both pilots, the pause timer will be equal to 10 sec
This management can be done by “mgr” or by the CCs
From the CCs: Configurations / Pilot
Do the same management for the pilot 3X601
Waiting calls – queue status
- When pressing the “Qinfo” dynamic key, these information will be displayed 20 sec
This management has to be done via “mgr” tool (impossible via the CCs)
-
Go to: “Applications / CCd / Processing groups / Review/modify”
Do the same management for the PG 3X803
Issue 03
Ref. CCD01007S01TEUS.doc
HOS. 3
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Agents and supervisors facilities
Headset
-
Create for the agent 3X500 an headset programmable key; test that during the log-on
the agent can activate or de-activate the headset
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Users / Prog. Keys / Review/modify”
Try to log-on: the system asks to if you want to activate the headset.
After log-on, by pressing the key, the agent can enable or disable the headset
ACD listening (supervisor 3X502)
-
Create an “ACD listening” key on the supervisor set (3X502)
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Users / Prog. Keys / Review/modify”
-
-
HOS. 4
From the supervisor set:
-
Test the discrete listening
-
Test the intrusion
-
Test the restricted intrusion
-
Test the permanent monitoring
From the agent set:
-
Test the Help request
-
Help request will be available also on external communication other than CCd
Ref. CCD01007S01TEUS.doc
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Agents and supervisors facilities
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Applications / CCd / Processing group / Review/modify”
-
Supervisor call; test this feature: Nothing to manage
Transaction code
For the pilot 3X600, the agent will have 10 sec to enter a 3 digits code at the end of
the call
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Applications / CCd / Pilot / Review/modify”
-
Pilot general forwarding state:
Manage a programmable key on the supervisor 3X502 in order to be able to put a pilot
in general forwarding state
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Users / Prog. Keys / Review/modify”
-
Issue 03
Ref. CCD01007S01TEUS.doc
HOS. 5
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Close/open a PG:
-
Manage a programmable key on the supervisor 3X502 in order to be able to close/open
a PG
MEA
- Create 2 multi-line keys on the agent set 3X500
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Users / Prog. Keys / Review/modify”
- Create an ACD line key on the agent set 3X500
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Users / Prog. Keys / Review/modify”
-
Call the pilot 3X600; on which key will the call arrive on the agent 3X500 ?
-
-
How many CCd calls coming from the CCd matrix (from the pilot) is this agent able to
receive at the same time ?
-
HOS. 6
the call arrives on the” ACD line” key
Only 1 call
Ref. CCD01007S01TEUS.doc
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Agents and supervisors facilities
Call the agent directly (this agent is still on line with the previous call, coming from the
CCd matrix); on which key will the call arrive on the agent 3X500 ?
the call arrives on a ”multi-line” key
Check the agent real time status in the CCs:
Go to “Real time / Agent” and check that:
-
-
the agent is in “ACD conv” (call coming from the pilot)
-
hold non-ACD = 1 (the direct agent call is on hold)
- An outgoing call on the “ACD line” key will be possible: what is the right management ?
This management has to be done via “mgr” tool (impossible via the CCs)
Issue 03
Ref. CCD01007S01TEUS.doc
HOS. 7
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Agents and supervisors facilities
Go to: “Applications / CCd / CCd users / CCd operators data management /
Review/modify”
MEA & MLA
Create a virtual set (3X454) with a Primary MLA key (3X455= MLA group directory
number)
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Users / Create”
-
Go to: “Users / Prog. Keys / Review/modify”
-
HOS. 8
Create a secondary MLA key on the agent set 3X500 and on the agent set 3X501
Ref. CCD01007S01TEUS.doc
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Agents and supervisors facilities
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Users / Prog. Keys / Review/modify”
Do the same management for the agent 3X501
-
Call the number 3X455 and test MLA
Note:
You can use the ACD prefix to have the CCdistribution characteristics on analog or
4003 sets as follow:
Note:
The prefix 12 have to be dialed on the analog and the 4003 phone sets these type
of set hasn't display to activate dynamic keys.
Issue 03
PREFIX
N°
Withdraw
12+1
Wrap up
12+2
Supervisor
12+3
Log off
12+5
Log on
12+6
Ref. CCD01007S01TEUS.doc
HOS. 9
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Agents and supervisors facilities
HOS. 10
Ref. CCD01007S01TEUS.doc
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NOTES
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Al c at el -Luc ent Universit y – ht t p s://www.b usinessp ar t ner.alcatel-lucent.c o m
Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Real time information and Alerts
All Rights Reserved © 2006, Alcatel-Lucent
1
OBJECTIVES
To know the navigator and the customization possibilities
To know the real time refresh period on the monitoring Sampling Period principle
To know the details of the real time Windows for the:
trunks group
service level and the efficiency
pilots
waiting queues
processing groups agent
agents
agent teams
alarms and incidents
To know how to configure the alerts thresholds
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Real time information
Real Time - Principle
Real Time Supervision
The snapshot, refreshed every 3 seconds by default, provides:
Objects state: pilot, queue , agent, group
(open, closed, ready, saturated, agent in conversation, ...)
Traffic indicator
(number of waiting calls, ringing duration, inactivity time , ...)
Alarms indication (threshold violation)
The real time statistics, update at the end of each call, provides:
Performance information and service level
Low traffic levels
All Rights Reserved © 2006, Alcatel-Lucent
2
Real-Time refreshment period of displayed data on the CCs (3 sec by default)
value is shared by all the CCs
depends on the power of the weak CCs station on the LAN network
Real-Time Statistics on a CCs observation period (the Monitoring Sampling Period)
Distribution graphs of calls on the MSP (sliding period refreshed every 10 real-time refreshment period)
Statistics on the MSP (refreshment at the end of an ACD communication from communication tickets)
Real-time in call number updated by events tickets (real time tickets)
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Real time information
Real Time - Principle
Information refresh period
For real time information (3 sec by default)
Manageable in the CCs ( Configurations / system)
Period from 1 to 50 sec
For information calculated on MSP
Manageable in the CCs ( Window / customize / Real time)
All Rights Reserved © 2006, Alcatel-Lucent
3
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Real time information
Real Time - Summary
Available real time information on the CCs
Navigator
Trunk groups real time
Pilots Service level real time
Pilots real time
Waiting Queues real time
Agents PG real time
Agents real time
Teams real time
Alarms real time
Incidents real time
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Real time information and Alerts
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4
Real time information
Real Time - Navigator
Real time information on the CCs: Navigator
Real time
Navigator
All Rights Reserved © 2006, Alcatel-Lucent
5
The NAVIGATOR role is to have a global and simple view of the ACD, allowing to move quickly and very simply.
3 areas
- the top zone: Navigator parametering buttons
- the graphic display zone of the distribution elements,
- the bottom zone: Dynamic Information on the objects
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Real time information
Navigator - Top area
Real time information on the CCs: Navigator
The top zone: Navigator buttons
Display the
To move
objects by
objects
(with shift key) number or by
Name
Navigator
customization
Alarm
zoom
Zoom on
Zoom
real time
on the
Info
statistics
Graph pilots
Explorer
zoom
Zoom on
Mode:
on MSP
Filter by site (in
remote
-Visualization
case of multiobjects
-Selection
site CCs)
Select
View
super/
hyper
objects
Zoom
super/
hyper
objects
Deselect
All Rights Reserved © 2006, Alcatel-Lucent
There are two operating modes:
- Visualization (or View mode) for observing all or part of the system architecture (limited by view rights assigned to the
supervisor). Click the mouse to display secondary windows.
- Selection mode, for displaying all the system architecture (limited by view rights assigned to the supervisor).
Use the mouse to select a subassembly of the architecture and simplify the display in Visualization mode.
Customization: 2 modes
- Selection mode: for defining an architecture subassembly to display.
To select / deselect an object: click the left and mouse button
Select button: to select the set of objects
Deselect button: to deselect the set of objects
Cancel: cancels all selection operations executed since the switchover to Selection mode.
- Visualization mode: to display only the Pilots, Queues and PGs selected.
User sort: If this option is selected, the supervisor can display pilots, queues and PGs.
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Real time information
Real Time - Navigator
Real time information on the CCs: Navigator
Graph Display Area
Pilots
Waiting queues
Calls Distribution
Call routing
PG (agents, IVR, Re-routing, forward, IVR, VG…)
All Rights Reserved © 2006, Alcatel-Lucent
7
Colors meaning:
- THE GREEN means that the object or the direction is in the OPENED status.
- THE YELLOW means that the object or the direction is in the CLOSED status.
- THE RED means that the object or the direction is BLOCKED.
- THE WHITE (Selection mode only):object is not selected.
- THE GREY indicates that the call routing is NOT ACTIVE.
- The bold outline of a direction: active emergency direction.
Real-Time Information supplied in the graph.
In each object represented graphically (Pilot, WQ, PG), you can include display of a Real-Time information (service level for the
pilots, busy agents Nb for a PG Agent, etc). The supervisor can choose the displayed information in calling the «Customization
Window of the Navigator, Real-Time Info tab », or in pointing the mouse on one of the objects (Pilot, WQ, or PG) and in clicking
on the right button of the mouse.
Information linked to the calls Routing directions:direction priority to the WQ is displayed at the top on the left of each
direction.
Information linked to the calls Routing directions
The priority of the «resource selection» is displayed at the top on the left of the direction. The selection of the « call selection »
is displayed at the bottom on the right of the direction. An asterisk "*" is present at the top on the right of the direction, if the
waiting time threshold for that direction is different from zero.
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Real time information
Real Time - Navigator: Bottom zone
Real time information on the CCs: Navigator
The bottom zone: Dynamic Information on the objects
All Rights Reserved © 2006, Alcatel-Lucent
8
Dynamic display zone
Allow to display on the boxes of the dynamic display zone the selected objects (Pilot, WQ, or PG) in pointing the mouse on one of
the objects.
Type:Object type display (WQ, PG ).
Information:the display adapts itself according to the touched object:
- Pilot: Name display of the active rule on the pilot.
- Normal WQ type:Display of the expected waiting time and the standard waiting time on the WQ
- Dissuasion or mutual aid WQ type: No display.
- Agent PG type: Display of the total Nb of agents "Logged" and the agents Nb which are in withdrawal in that team.
- PG IVR type: No display.
- PG Others type: Active Calls Nb display.
- Direction of the calls routing: On the first line (Pilot): No display. Second line (WQ): Priority display of that direction (according
to the rule actually active of the pilot).
- Calls Distribution Direction: First line (WQ): Backward priority display of that direction. Second line (PG): Forward priority
display of that direction.
Traffic:Incoming traffic display for the Pilots and PGs and outgoing for the WQs.
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Real time information
Navigator desktop management
CCs desktop management
"Save the desktop“
memorizes the windows presently open on the "desk“
(inside the CCs application window), so they can be recalled later.
The memorization is private to the logged supervisor, and is stored
in the logon site.
So, the supervisor can also retrieve his desk on another CCs station,
if he keeps the same logon site
"Load the desktop“
retrieves the desk configuration stored previously on the present logon site
"Automatic save“
when this option is validated, the desk configuration will be automatically saved
when the supervisor logs out
"Automatic Load“
when this option is validated, the desk configuration will be automatically
retrieved as the supervisor logs in (he should keep the same login site to get the
last desktop)
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Real time information
Real Time - Navigator: Multi-site
Multi-site CCs: site selection
Selection
Remote
Pilot
Local
Pilot
Remote
PG
«Virtual»
waiting queue
All Rights Reserved © 2006, Alcatel-Lucent
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Real time information
Real Time – Navigator: Customization
Navigator customization via the “Explorer”
Pressing this button splits the navigator window in two parts
The left part displays the explorer. It consists of a tree view displaying the list of
the objects that can be seen in the navigator. This enables the dynamic
configuration of the navigator (display/hide elements)
All Rights Reserved © 2006, Alcatel-Lucent
11
Explorer button: Allow to have an objects list sorted out per objects and sites.
That tree map list allows to act dynamically on the view (hide certain objects, in displaying others, and also to open the
configurations Windows or Real-Time of objects, etc...).
Actions with the mouse in the Explorer:
- Double left click on a "node" of the treelike: Allow to extend or contract one part of the treelike. An icon "+" indicates that this
tree part can be extended.
- Left Click on the icon of an object ( »leaf" of the tree) : allow to switch over between the Displayed/Masked states of the
object. The icon is a magnifying glass if the object is visible in the navigator, and a red cross if the object is masked.
- Right click on the icon of an object : Same functionality than the left click but extended to the all objects linked by the
distribution treelike.
- Right click on the name or number of an object : Allow to open the configuration window of the clicked object (Pilot, WQ, PG).
- Left click on the name or number of an object: Allow to open the Real-Time window of the clicked object (Pilot, WQ, PG).
- Right click on the window backward of the Explorer : Display a contextual menu proposing to mask/display the whole objects
family.
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Real time information
Real Time - Navigator: Customization
Navigator customization
Displayed Objects
Click with the right button of the mouse
in the graph zone of the navigator in
skimming through no objects
OR press
Display all the tree map of the object
All Rights Reserved © 2006, Alcatel-Lucent
12
8 selections (8 tabs) allow to display the pilots objects, WQs and PGs.
Name (16 characters maximum).
Hidden Objects: all the objects of the given type on which the supervisor has display rights, and that will be not displayed in the
Navigator in display mode.
Displayed Objects: Objects which will be displayed in the navigator in display mode.
Cancel: Allow to cancel all the changes from the window opening, or from the last recording.
Record: Allow the changes consideration in the Navigator
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Real time information
Real Time - Navigator - Customization
Navigator customization: Real Time Info
Used to select the real time information displayed with each object icon
inside the graphic zone, according the type of the object
All Rights Reserved © 2006, Alcatel-Lucent
13
Parametering of the different options of the navigator display.
Display frame of Real-Time Information:
Allow to select real-time information displayed inside of the graphic zone.
Filling index " (" Normal WQ"): Represented by a darker bar than the color representing the WQ status (example : If the WQ is
opened [green color] and that the padding rate is about 75% the rectangle representing the WQ will be ¾ dark green and ¼ light
green).
Agents status distribution in a PG:
Replace the Agent PG icon /SVI by a pie chart presenting, in real-time, the resources status sharing in the PG.
The sharing distinguishes the following status from the Agent PG: »ACD ringing", "ACD .Convers ", " Tr. Wrap-up » ,
"Pause », »Avail" (available), »Private and Other".
Note: The pie chart is presented only if less a resource is presented in the PG. Otherwise, you find the PG icon again.
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Real time information
Real Time - Navigator - Personalization
Navigator customization: Advanced Options
This tab allows the parametering of the different display options for the
navigator
All Rights Reserved © 2006, Alcatel-Lucent
Navigator Option Frame
« Font » Allow to change the characters police available in Windows .
Background: Allow to have a picture to BMP format in background.
Refresh: authorize the automatic display of new objects (further to an objects creation, a supervisor rights change), when you
are in display mode.
Alarm filter: It corresponds to the displayed alarms in the Alarms Real-Time Window. They have for origin the non-respect of
service level purposes.
Alarm:Authorize the alarms display (blinking of the object color), otherwise no blinking matters in alarm case.
Alert: Authorize the alerts display (blinking of the object color), otherwise no blinking matters in alert case.
Information:Authorize the information display (blinking of the object color), otherwise no blinking matters in information case.
Color for the agent distribution in a PG: Allow to change the colors associated to the phone status of agents.
Agent phone status: Allow to select one of the 6 phone status of the agent.
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Real time information
Real Time - Navigator - Personalization
Navigator customization: Zoom Options
This tab enable to set the options of the different zoom types that can be
displayed in the navigator
All Rights Reserved © 2006, Alcatel-Lucent
15
To customize the display of the real time windows zoom.
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Real time information
Real Time - Trunk groups
Real time information on the CCs: Trunk group
Real Time
Trunk group
All Rights Reserved © 2006, Alcatel-Lucent
16
Real Time Frame
Total No Lines: Lines Nb composing the trunk group.
Lines idle: Released lines Nb of the trunk group.
Lines out of order: Lines Nb declared by the PABX Out of Service.
Lines busy ACD: Lines Nb busy by an ACD communication.
Lines Busy non-ACD: Lines Nb busy by a private communication.
Busy/Totoal in %: « Total Nb of busy and Out of Service lines/total Nb of lines. ».
Alert
Inform the supervisor about the alert Nb sent by the system concerning that trunk group. That Nb included between 1 and 100 is
inscribed in a yellow color pad. If no alert concerns that trunk group, the pad is green
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Real time information
Real Time - Pilots Service level
Real time information on the CCs: Pilot Service Level
Real time
Pilots SL
« Pacman » changes of
color according to
the «Service level» (Sl)
Calculated on the
Monitoring sampling Period
(MSP)
All Rights Reserved © 2006, Alcatel-Lucent
17
Display for each pilot from the level service, efficiency and the standard time of waiting time for the served calls.
SL (Service level):Service level in relation to:
% of calls stemming from the pilot and having obtained a response in a response time inferior to..sec.
PACMAN Colors:
- Green(service level equal or upper to the fixed alert threshold for that pilot),
- Yellow (service level inferior to the fixed alert threshold for that pilot in being at the same time upper or equal to 0,8 times
that threshold),
- Red (service level inferior to 0,8 times the fixed alert threshold for that pilot).
Efficiency:
Number of calls served( by an agent )/Number of calls received (include pilot calls received on a pilot when he was open,
blocked and in General forward state)
- Green: The efficiency rate is upper or equal to the fixed alert threshold for that pilot (see Pilot Configuration Window heading
"Efficiency").No call has been received during the Monitoring sampling period.
- Yellow: the efficiency rate is inferior to the fixed alert threshold for that pilot (see Pilot Configuration Window
heading »Efficiency"), in being at the same time upper or equal to 0,8 times that threshold .
- Red: the efficiency rate is inferior to 0,8 times the fixed alert threshold for that pilot (see Pilot Configuration Window
heading »Efficiency ")
AAS: Average Waiting Time of served calls. It includes the waiting time in the WQ and the total time of ringing on the group
except the listening time of the presentation guide.
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Real time information
Real Time - Pilot
Real time information on the CCs: Pilot
Real time
Pilot
All Rights Reserved © 2006, Alcatel-Lucent
18
SQ (Service level ): (c.f. chapter 3)
Rule:Indicate the calls routing rules used by the pilot.
State: »In service", »General forwarding" or "blocked".
Distribution calls on the MSP (xx min.)
display the waiting time before the caller desertion or before the changeover in conversation, according to the button state
« breakdown of call queuing ». The waiting time are represented by an intervals sery (ex: 2 to 4 seconds, 4 to15 seconds etc.).
The results are calculated on the MSP (advice to 3 seconds) and refreshed on a period equal to 10 times the refreshment period
defined in system configuration.
waiting time distribution frame
Before abandon:precise the calls Nb having given up in the waiting queue and in ringing, in relation to a waiting time interval.
Before conversation: precise the calls Nb having been served by an agent (that they had waited or not in a WQ), in relation to a
waiting time interval .
Kind of graph
Totaled:Each waiting time interval of the graph precise the calls Nb sum for that interval and calls of previous intervals. Make
easier the calls Nb reading having obtained a response before xx seconds.
Not totaled: Each waiting time interval of the graph precise the calls Nb sum for that interval. Inform about the waiting time
evolution of calls.
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Real time information
Real Time - Pilot: Statistics on the MSP
Real time information on the CCs: Pilot
All Rights Reserved © 2006, Alcatel-Lucent
19
It gathers statistics calculated on the MSP and refreshed on a period equal to 10 times the refreshment period defined in the
system configuration.
Received calls Nb: Received calls Nb by the pilot, whatever its status. A same communication can be counted several times on
different pilots if that one is the subject of a transfer by an agent.
with FWD/Blocked: Received calls Nb by the pilot when that one is in blocked or general forwarding.
Number of calls served: Received calls Nb by the pilot and having been treated by an ACD agent.
Number of abandons: Received calls Nb by the pilot having given up before changeover in conversation with an ACD agent.
Number of dissuasions: Received calls Nb by the pilot having been directed to a WQ of dissuasion type.
Number of mutual-aid: Received calls Nb by the pilot having been directed to a WQ of mutual aid type.
Longest time before conversation:the greater waiting time reached by a call received by the pilot and having been served by an
agent .
Overflow in queue:calls Nb, having been directed on an address from the PABX because of a waiting time overflow.(WQ).
Overflow on ringing:Calls number received by a pilot, having been directed on an address of the PABX because of a ringing time
overflow in an Agent PG.
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Real time information
Real Time - Pilot
Real time information on the CCs: Pilot
All Rights Reserved © 2006, Alcatel-Lucent
Real Time in number of calls: It contains 6 counters in real time characterizing the pilot state.
Calls queued: Received calls number by the pilot in waiting time in a WQ and not having been distributed to an agent.
calls ringing: Received calls number by the pilot in ringing on an agent.
calls in conversation: Received calls number by the pilot served by an agent or a SVI.
calls in dissuasion: Received calls number by the pilot having transited by a WQ of dissuasion type.
calls in mutual aid: Received calls number by the pilot having transited by a WQ of mutual aid type.
calls in FWD/blocked: Received calls number by the pilot in general or blocked forwarding state.
calls in remote PG: Calls Nb in ACD communication with a remote PG.
Alert: Inform the supervisor of sent alerts number concerning that pilot.
Between 1 and 100 is inscribed in a yellow color pad.
If no alert concerns that pilot, the pad is green
Assistance to the navigation: Allow to display the pilot in directing the mouse on the compass.
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Real time information
Real Time - Pilot
Navigation assistance
Bring the mouse over the compass in order to view the distribution
depending on the object
All Rights Reserved © 2006, Alcatel-Lucent
21
Assistance to the navigation: Allow to display the pilot in directing the mouse on the compass.
(see "Validate assistance to navigate" in the window "Customize...": tab “Assistance")
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Real time information
Real Time - Waiting Queue
Real time information on the CCs: Queues
Real Time
Queue and Waiting Room
All Rights Reserved © 2006, Alcatel-Lucent
Nb. Calls per pilots on the MSP Frame
display the calls distribution having transited by the waiting queue, according to the pilot which they are coming from.
Calculations are carried out in relation to Supervisor Observation Period(MSP)and refreshed on a period equal to 10 times the
refreshment period defined in system configuration.
Graph:Data display under the form of a circular diagram. To each sector corresponds one color and a given pilot.
Table:Data display under the form of one board.
To each line corresponds a pilot and a calls number coming from that one.
Statistics Frame on the MSP (XXmn)
Average queued time. Per call: standard of calls waiting times having transited by that WQ.
Calls Nb:That is the calls Nb having transited by that WQ.
Longest queue time:the highest waiting time suffered by one call having transited through that WQ.
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Real time information
Real Time - Waiting Queue
Real time information on the CCs: Queues
All Rights Reserved © 2006, Alcatel-Lucent
23
Real Time Frame:the information contained in that window are refreshed by the real time period. (3 standard seconds)
Number of calls queued: Calls number present in the waiting queue. Visible only if the WQ is of normal type.
# of agents for this queue: Agents number present in the PG serving that WQ.
Expected waiting time: Duration calculated by the system according to the standard waiting time suffered by the calls in the
WQ. (Compare with the consumption in real time of a car). It is associated to the most recently entered call in the WQ.
That heading is visible only if the WQ is normal type.
Current queue time: waiting time of the oldest call in the queue (call at the head of the queue).
The value displays on yellow background when the waiting time is upper to that specified in the WQ management (see Waiting
Queue Configuration Window heading »Alert threshold for the waiting time").
That heading is visible only if the WQ is normal.
Filling index: That is the report: expected waiting time/maximum waiting time for the waiting queue. That report is expressed
in percentage, 100% being the duration of the maximum waiting time.
Alert: Inform the alerts number user sent by the system concerning that WQ.
Assistance to the navigation: Allow to display in directing the mouse on the compass.
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Real time information
Real Time: Agents PG
Agents state in real time
Real time
Processing group
Agents PG
All Rights Reserved © 2006, Alcatel-Lucent
Status Frame of agents in real time
Resource name/Resource N°: Name or the Agent number. (Supervisor in « Italics
State: the agent phone status
Help
the agent is in help request,
ACD. Conf
the agent is in a ACD three party conference call,
Priv Conf.
the agent is in a private three party conference call,
Priv Consult. the agent carries out a double call at the time of a private communication,
Consultation
the agent carries out a enquiry call at the time of an ACD communication,
ACD . Conv
the agent is in ACD communication,
ACD . O/G
the agent carries out an outgoing ACD communication.
Ext. Pri. Conv. the agent carries out an external private communication,
Loc. Pri. Conv. the agent carries out a local private communication,
Discr. List.
In the case of an agent, it is discreetly listened by a supervisor; in the case of a supervisor, it
discreetly listens an agent,
In hold
the agent is kept in hold by a local caller,
Rec.
the agent communication is the subject of a recording by a voice mailbox,
Wrong call
the set is picked-up but not in conversation,
Out of service the set equipment is declared out of service by the PABX,
Idle
the agent is idle,
Numbering
the agent has picked-up his set and is in numbering phase,
Pause
the agent is in pause between two ACD calls,
Att.Reserved the agent set is reserved by an attendant,
ACD . Ring
the agent is in ACD ringing,
Priv . Ring
the agent is in ringing at the time of a private communication,
Busy Tone
the agent receives a busy tone
Transaction
the agent dials a transaction code on a set,
Wrap-up
the agent is on Wrap-up time
Since:Duration from which the agent is in the mentioned state previously.
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Real time information
Real Time - Agents PG
PG Real Time Statistics and logged Agents
10 parameters max
All Rights Reserved © 2006, Alcatel-Lucent
25
Real Time Statistics Frame. Indicate the total number of calls in waiting in the susceptible WQs to be served by that PG.
Refreshed every three seconds (non changeable duration) and show the changes from the 10 last minutes.
Statistics
- waiting times evolution (10 min.): Total Calls Number in waiting time in the WQs from the last 10 minutes.
- Customized statistics from the PG: Allow to display 10 customized counters on the PG. The list is generated following the
distribution on the way on the displayed PG dynamically.
Agents Frame in service
Current: Agents number assigned in the PG except those in withdrawal.
FTE (MSP XX min.):The Full Time Equivalent is the standard number of assigned agents and not in withdrawal in the PG
calculated on the MSP duration, it is refreshed according to the refreshment period defined in system configuration.
Distribution key per pilot.
Click on that key validates the display of a sharing analyze window according to the different pilots.
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Real time information
Real Time - Agents PG: Sharing key per pilot
Resource breakdown
Data on MSP concerning PG (per pilot / for all pilots)
All Rights Reserved © 2006, Alcatel-Lucent
Resource Breakdown: Display the status of the agents logged in the PG.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Real time information and Alerts
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Real time information
Real Time - Agents
Real time information on the CCs: Agent
Real Time
Agents
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27
Select the concerned agent thanks to the "Agent list ".
The visible agents in the "Agents" lists are those belonging to the group named in the list " Agents PG ".
To display all the agents from the CCd, select "indifferent" in the heading " Agents PG ".
Statistics Frame on MSP per pilot: Indicate the past time sharing for different status of the agent, and according to the pilot
which is stemming from the call.
Data are calculated on the MSP and refreshed on the one hand on a period equal to 10 times the refreshment period defined in
system configuration and on the other hand at the end of the communication, at the time of the ticket broadcasting.
During the communication, the system memorizes the real time status of the agent.
The MSP value is recalled between brackets in the box title.
Received calls Nb: Received calls Nb by the agent and stemmed from the specified pilot in the list.
On Pilot: Allow the pilot selection. That is from calls of that pilot that the agent statistics are established. To count the agent
calls without taking into account of their origin, select »All".
Sharing list: Allow to change the calls distribution according to phone status of the agent. possible choice: Pluralities on MSP,
Percentage, Standard duration. per call, standard duration of the agent ACD communications …..
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Real time information and Alerts
Ref. CCD01014P01TEUS
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Real time information
Real Time - Agents: Statistics since log-on
Real time information on the CCs: Agent
All Rights Reserved © 2006, Alcatel-Lucent
28
Log-on time: Hour to which the agent is connected.
Log-on duration: duration from which the agent is connected.
Withdrawals: 2 counters The first counter indicates the withdrawal setting-up number carried out by the agent from his log-on.
The second counter located to the right indicates past concurrently hold time in withdrawal.
Private calls: 2 counters. The first indicates the private number of calls (start and end) carried out by the agent from its
connection to the ACD. The second counter indicates past concurrently hold time in private communication. That heading is
refreshed at each private communication end of the agent.
# of outgoing calls answered: number of Outgoing ACD calls for which the agent is passed in communication. That heading is
refreshed at each communication end.
# of ACD calls processed: number of calls the agent has answered from his connection to the ACD. That heading is refreshed at
each communication end (ACD or other) of the agent.
# of ACD calls refused: number of Refused ACD calls by the agent from his connection to the ACD. A refused call is a call having
rung the set of an agent and having not obtained response from that agent.
# of calls picked-up: number of ACD calls intercepted by the agent.
# of ACD calls transferred: number of ACD calls served by the agent then transferred to another agent or setting up set.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Real time information and Alerts
Ref. CCD01014P01TEUS
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Real time information
Real Time - Agents: Current state
Real time information on the CCs: Agent
PG Name in
which the
agent is
assigned.
Service state
of the agent
Duration
from which
the agent is
in the
previous
state
Phone state of
the agent
Multiline calls
icon
All Rights Reserved © 2006, Alcatel-Lucent
29
Current state
Agent service status:the possible values are:
"Log Off"
"Log On (without PG Ag.)"
« assigned current PG "
"Log On in withdrawal"
Pilot: pilot name which is stemming from the ACD call on treatment way. If the call is not an ACD call, nothing is displayed.
Alert
Inform the user of the number of alerts sent by the system concerning the agent.That number included between 1 and 100 is
inscribed in a yellow color pad. If no alert concerns that agent, the pad is green
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Real time information and Alerts
Ref. CCD01014P01TEUS
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Real time information
Real Time - Agents
Others Actions on Agent key
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Real time information and Alerts
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Real time information
Real Time - Teams
Real time information on the CCs: Teams
Real time
Processing groups / Teams
Size of
the icon
Alerts
zoom
PG real
time
Call type
zoom
Agents
Logged Off
Phone status
Service status
All Rights Reserved © 2006, Alcatel-Lucent
31
Tools strip
Icons size: Agents graph overview thanks to high size, standard size and small size icons.
Icon: The phone states or the service status of agents present in a team are symbolized in graph mode by special icons.
The background colors are similar to the configuring colors of pie charts (see to window »Customize...": tab " Pie Charts " to
change them).
This icon
(multiline) will not be displayed if the agent has only one call.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Real time information and Alerts
Ref. CCD01014P01TEUS
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Real time information
Real Time - Incidents
Real time information on the CCs: Incidents
Real time
Incidents
The incidents window displays messages in the event of problems
These anomalies mainly concern the configuration and connections with the
Alcatel OmniPCX
All Rights Reserved © 2006, Alcatel-Lucent
The incidents window displays messages at the time of possible problems.
These anomalies mainly concern the configuration and the connections with the PABX.
The window can contain about 800 messages. Over that, the software erases the 50 last messages from the list.
Each message is preceded from its stamping with hour and date.
The window can be put in icon but re-appear as soon as a new incident matters (can be set).
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Real time information
Real Time - Alarms
Real time information on the CCs: Alarms
The "Alarms" window is destined to store and display the various CCd alarms
Real time
Alarms
Erase the selected event
Customize the alarms
Save the events
Erase all events
All Rights Reserved © 2006, Alcatel-Lucent
33
That window can be put in icon. If it is closed, it re-appears as soon as a new alarm matters.
Alarms: that list contains the high level alarms.
The number of memorized events (100 maxi.) is indicated in a circle of red color.
Alerts: the alerts concern only the defined threshold overtaking for the trunk groups, the pilots, the WQ, the PG and the agents.
The number of memorized events (100 maxi.) is indicated in a circle of yellow color.
Indications: Messages sent at the conclusion of a creation,a modification or a cancellation of an object from the CCd.
The number of memorized events (100 maxi.) is indicated in a circle of blue color.
Key: Window display (configuration or real time) relative to the selected event in the inferior strip.
That key is available only if an event is displayed in the inferior strip and if it exists a link to a window for that event.
We can register the 100 of alarms, alerts and indications present in the lists of the window in clicking on the icon «Record »
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Real time information and Alerts
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Real time information
Real Time - Alarms
Real time information on the CCs: Alarms
Three levels of events are represented:
Alarms: this list contains the high level alarms. The number of events stored (100
maxi.) is indicated in the red colored circle
Alerts: the alerts only concern overflow of the thresholds defined for the trunk
groups, pilots, queues, PGs and agents. The number of events stored (100 maxi.) is
indicated in the yellow colored circle
Indications: the indications are messages sent following a creation, modification or
deletion of a CCd object. In the case of a calendar transition, an indication is sent
one minute before. The number of events stored (100 maxi.) is indicated in the
blue colored circle
All Rights Reserved © 2006, Alcatel-Lucent
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Alerts
overview
Alarms configuration
Counter background color
CCsupervision
OmniPCX Enterprise
Sounds
(window/customize/sounds)
Alarms window
(Real time / Alarms)
Flashing CCd object in the navigator
(Navigator customization: Advanced Options tab)
All Rights Reserved © 2006, Alcatel-Lucent
35
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Real time information and Alerts
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Alerts
Alarms thresholds
Trunk group
% busy rate of trunks
Pilot
Service level
Maximum conversation time
Minimum conversation time
Wrap up time
Efficiency
All Rights Reserved © 2006, Alcatel-Lucent
Alerts per object
Same thresholds alerts for all supervisors
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Alerts
Alerts thresholds
Waiting queue
Maximum waiting time
Processing group
Ringing duration
Number of no answers / MSP
Withdrawal duration
Private conversation duration
All Rights Reserved © 2006, Alcatel-Lucent
37
MSP: Monitor Sampling Period
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Ref. CCD01014P01TEUS
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Alcatel-Lucent OTCC Standard Edition
Real time information and alerts
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to display real time information concerning: Pilots, Queues, Processing groups,
Agents and to configure alerts thresholds
MANAGEMENT
1.
Information refresh period
1.1. Where is managed the real time refresh period?
What are the possible values?
1.2. Where is managed the refresh period for information on MSP?
Apply a coefficient in order to set up a period equal to 45 sec
2.
Move the objects (pilots., queue…) on the navigator and save your desktop
3.
Navigator customization
3.1. Customize 3 tabs:
1st tab: the whole matrix will be displayed. This tab will be called “whole”
2nd tab: Only the objects linked to the pilot1(3X600) will be displayed. It will be
called ”pilot1”
3rd tab: Only the objects linked to the pilot2(3X601) will be displayed. It will be
called ”pilot2”
3.2. Display some real time information on the graphical area on the CCs
3.2.1.
for the pilot: calls in progress
3.2.2.
for the normal queue: expected waiting time
3.2.3.
for the agents PG: the number of idle agents
3.3. Modify the background of the CCs: use a BMP file available on your computer
Issue 03
Ref. CCD01014H01TEUS.doc
HO. 1
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Alcatel-Lucent OTCC Standard Edition
Real time information and alerts
4.
Display and analyze the main real time information:
4.1. Concerning the trunk groups
4.2. Concerning the pilots
4.3. Concerning the queues
4.4. Concerning the PG.
Check also the resources breakdown for the agent PG
4.5. Concerning the agents
From the CCs, activate the Log on/ Log off of the agent
Activate the withdrawal
5.
Alerts, alarms and indication management
5.1. Manage the following thresholds for the alarms ( X= node number ) and test them
Trunk group (x2)
Busy rate of trunks on T2
90 %
Pilots 3X601
Service level
90% within 10s
Max conversation
480s
Min conversation
5s
Wrap up time
60s
Efficiency
90%
Waiting queue 3X700
Maximum waiting time
60s
Processing group 3X800
Ringing duration
5s
Number of no answers
2
Withdrawal duration
10min
Private conversation duration
120s
Check that these alarms appear in the corresponding window
5.2. Activate the sounds when an indication, and alerts or an alarm is generated
5.3. Validate the flashing of an object on the navigator as soon as an alert threshold
concerning this object is reached
HO. 2
Ref. CCD01014H01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Real time information & alerts
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to display real time information concerning: Pilots, Queues, Processing groups,
Agents and to configure alerts thresholds
MANAGEMENT
1.
Information refresh period
1.1. Where is managed the real time refresh period?
What are the possible values?
The real time refresh period is managed in the CCs, in “Configurations / System”
The possible values are from 1 to 50 sec
1.2. Where is managed the refresh period for information on MSP?
Apply a coefficient in order to set up a period equal to 45 sec?
The refresh period for information on MSP is managed in the CCs, in “Window /
Customize / Real time” and is proportional to the real time refresh period.
In order to set up a 45 second period, you have to apply a coefficient “15” (15*3=45)
Issue 03
Ref. CCD01014S01TEUS.doc
HOS. 1
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Alcatel-Lucent OTCC Standard Edition
Real time information & alerts
2.
Move the objects (pilots., queue…) on the navigator and save your desktop
Validate the following button on the CCs, use the “Shift Key”, select and move the objects
that you want to move.
When the move is finished, in order to keep your management, you can save your desktop
(automatically or manually) by using: “window / save the desktop”
3.
Navigator customization
3.1. Customize 3 tabs.:
1st tab: the whole matrix will be displayed. This tab will be called “whole”
2nd tab: Only the objects linked to the pilot1(3X600) will be displayed. It will be
called ”pilot1”
3rd tab: Only the objects linked to the pilot2(3X601) will be displayed. It will be
called ”pilot2”
In order to customize the navigator, you can use the “explorer” button on the CCs
and then select the objects which will be hidden or which will be visible
Otherwise, you can also use the “selection mode” button
then select the objects which will be hidden or which will be visible
, and
Or, it also possible to customize the navigator by using the following button from the
CCs
Then select the objects that you want to display on each tab and assign a name
HOS. 2
Ref. CCD01014S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Real time information & alerts
For the 1st tab:
Issue 03
Ref. CCD01014S01TEUS.doc
HOS. 3
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Real time information & alerts
For the 2nd tab:
Do the same for the 3rd tab
HOS. 4
Ref. CCD01014S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Real time information & alerts
3.2. Display some real time information on the graphical area on the CCs
3.2.1.
for the pilot: calls in progress
3.2.2.
for the normal queue: expected waiting time
3.2.3.
for the agents PG: the number of idle agents
Use the customization button, and select the “real time info” options
Issue 03
Ref. CCD01014S01TEUS.doc
HOS. 5
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Real time information & alerts
3.3. Modify the background of the CCs: use a BMP file available on your computer
Use the customization button, select the “Advanced options” menu and select
background
Look for a BMP file in your PC
HOS. 6
Ref. CCD01014S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Real time information & alerts
4.
Display and analyze the main real time information:
4.1. Concerning the trunk groups
From “mgr”, validate in the trunk groups the following parameter
Go to: “Trunk groups / trunk group / Review/Modify”
Then, from the CCs, go to: “Real time / Trunk group”
Issue 03
Ref. CCD01014S01TEUS.doc
HOS. 7
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Alcatel-Lucent OTCC Standard Edition
Real time information & alerts
4.2. Concerning the pilots
From the CCs, go to: “Real time / Pilots”
4.3. Concerning the queues
From the CCs, go to: “Real time / Queue and waiting room”
HOS. 8
Ref. CCD01014S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Real time information & alerts
4.4. Concerning the PG
From the CCs, go to: “Real time / Processing groups / PG Agents/IVR/Team”
You can visualize the agents status:
-
ACD conv.
-
Wrap up
-
….
Check also the resources breakdown for the agent PG
Issue 03
Ref. CCD01014S01TEUS.doc
HOS. 9
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Real time information & alerts
HOS. 10
Ref. CCD01014S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Real time information & alerts
4.5. Concerning the agents
From the CCs, go to: “Real time / Agent”
From the CCs, activate the Log on/ Log off of the agent
For these operation, use the following button
and then
Activate the withdrawal: It is not possible; we can only cancel a withdrawal
Issue 03
Ref. CCD01014S01TEUS.doc
HOS. 11
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Alcatel-Lucent OTCC Standard Edition
Real time information & alerts
5.
Alerts, alarms and indication management
5.1. Manage the following threshold for the alarms ( X= node number ) and do the test
Trunk group (x2)
Busy rate of trunks on T2
90 %
Pilots 3X601
Service level
90% within 10s
Max conversation
480s
Min conversation
5s
Wrap up time
60s
Efficiency
90%
Waiting queue 3X700
Maximum waiting time
60s
Processing group 3X800
Ringing duration
5s
Number of no answers
2
Withdrawal duration
10min
Private conversation duration
120s
Check that these alarms appear in the corresponding window
HOS. 12
-
Threshold management for the T2 trunk group
-
From the CCs, go to: “Configurations / Trunk groups”
Ref. CCD01014S01TEUS.doc
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Real time information & alerts
Issue 03
-
Threshold management for the pilot 3X601
-
From the CCs, go to: “Configurations / pilot”
-
Threshold management for the queue 3X700
From the CCs, go to: “Configurations / queue and waiting room”
-
Threshold management for the PG 3X800
Ref. CCD01014S01TEUS.doc
HOS. 13
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Real time information & alerts
From the CCs, go to: “Configurations / Processing group / PG agent”
5.2. Activate the sounds when an indication, and alerts or an alarm is generated
From the CCs, go to: “Window / customize / Sounds” and enable sounds
HOS. 14
Ref. CCD01014S01TEUS.doc
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Real time information & alerts
5.3. Validate the flashing of an object on the navigator as soon as an alert threshold
concerning this object is reached
From the CCs, use the “customization” button
options” menu
Issue 03
Ref. CCD01014S01TEUS.doc
and choose the “Advanced
HOS. 15
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HOS. 16
Ref. CCD01014S01TEUS.doc
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NOTES
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Al c at el -Luc ent Universit y – ht t p s://www.b usinessp ar t ner.alcatel-lucent.c o m
Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Predefined Statistic Reports
All Rights Reserved © 2006, Alcatel-Lucent
1
OBJECTIVES
To know the possibilities of the statistics
To describe the principle of the statistics
To program the automatic editions Excel and to find the result files
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Predefined Statistic Reports
Generalities
Statistic files storage in the Alcatel-Lucent OmniPCX enterprise
Which resources are observed?
The resources concerned from a statistics point of view are the CCD objects observed in real
time and during the statistics processing period:
The trunk groups
The pilots
The agents and other processing groups
The agents …
The transaction codes: the transaction codes and the business codes are the codes assigned to
the clients. Only the business codes are used (coded on 3 digits and limited to 1000)
What are the observed periods?
The statistics are classified in two groups:
Short periods (1/4 hour to 1 hour)
Periods of one day
Each group has a life duration that can be configured according to the storage capacity
available and the information throughput generated by the system
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
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2
Predefined Statistic Reports
Generalities
Statistic files generation principle
/usr4/afe
Daily temporary
files
procedure
at OHOO
Consolidated files
obj<date>.sta
tr<date>.sta
ind<date>.sta
te<date>.sta
tc<date>.sta
dy<date>.sta
hr<date>.sta
ev<date>.sta
OmniPCX
Hard drive
Used by the CCs application
batch-hour
at 1HOO
Temporary files purged
or off-limits
All Rights Reserved © 2006, Alcatel-Lucent
3
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
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Predefined Statistic Reports
Generalities
Temporary files of the current day
Each day, at midnight, 5 temporary files are created
obj<date>.sta
tr<date>.sta
ind<date>.sta
te<date>.sta
tc<date>.sta
They are kept 24 H
After 24 H, they are emptied, concatenated and induce the consolidated
files creation: « .sta » (dy,hr,ev)
Then, they are deleted
All Rights Reserved © 2006, Alcatel-Lucent
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Predefined Statistic Reports
Generalities
The statistic files
Are located in the "/DHS3dyn/afe" repertory directory
Are created one file per day and per type
Several types of statistics file are available:
« hr yymmdd.sta » files, with a granularity of ¼ H, ½ H or 1 H . These detailed files
are kept 5 weeks per default
« dy yymmdd.sta » and « ev yymmdd.sta » files with a granularity of one day.
These files are kept 12 months per default
« dy yymmdd.sta » contains the objects statistics
« ev yymmdd.sta » contains the change in state of the objects subject to statistics
(logon/logoff, withdrawal/assign agents, open/close processing groups)
All Rights Reserved © 2006, Alcatel-Lucent
Files name
Granularity
File « life duration »
hr<date>.sta
1/4 H... 1H
5 weeks
dydate>.sta
ev<date>.sta
1 day
1 year
5
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
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Predefined Statistic Reports
Generalities
Statistics (EXCEL via CCsupervision)
It’ s possible to create statistic reports concerning the CCd objects
Complete predefined data on pilot, processing group, agent, code, trunks….
All parameters available in statistic reports are explained in the HELP file, located
in:
C:/ Program Files / Alcatel-Lucent / A4400 Call center supervisor / “language” / Excel /
Doc ( Stat_lang.pdf)
These reports can be generated manually or automatically
OmniPCX Enterprise
EXCEL Spreadsheet:
predefined data
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
Issue 03
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Predefined Statistic Reports
Generalities
Communication tickets
Generated
At the end of communication by agent (on CCd or private call)
On abandons, on rerouting, on overflow
Contain an historic of the communications
Pilot, queue, group used
Duration of waiting, ringing, conversation, wrap-up, pause.....
CCdistribution
Production
Productionof
of
comm.
comm.tickets
tickets
monitoring
RAM
RAM
write process
after 15 min.
Storage
under
files
OmniPCX Enterprise
Hard-disk
All Rights Reserved © 2006, Alcatel-Lucent
7
Example of comm. Tickets
N°
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19,21,23
Type
long
long
long
long
long
short
short
short
short
short
short
short
short
short
short
short
short
short
short
Field
ticket_ref
parent_ticket_ref
child_ticket_ref
beginning_date
end_date
trunk_group
pilot_number
reception_group
processing_group
dest_agent
answering_agent
previous_waiting _time
waiting_time
ivr_waiting_time
ringing_time1
ringing_time2
talking_time
call_on_hold_time
enquiry_desti
Meaning
Unique communication record identifier
Pointer on the parent communication record (if exists in case of chained calls)
Pointer on the child communication record (if exists in case of chained calls)
Date of the comm. record creation event ( I/C call, transfer, etc...)
Date of the comm. record closing event. (end of pause, transfer, ...)
trunk used (ACD call or private)
Pilot called (ACD call only)
Queue used
Processing group used
1st agent selected to handle the call by the distribution
Agent that served the call
call waiting before IVR connection on the parent comm.record
Real waiting time in queue
connection to the ivr port (ivr in queue) / value -1 :conn. refused
Total ringing time of agent(s)
Ringing time on the agent that served the call
Conversation time
on hold time
3 first second call destination (i=1, 2 or 3)
20,22,24
short
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
short
short
char[15]
char
long
short
short
short
short
short
char
char
long
char[8]
byte
byte
short
enquiry_timei
transfer_dest
transaction_time
transaction_code
intro_guide_time
comm_release_date
wrap_up_time
wrap_up_activ_number
pause_time
help
voice_guide_type
pilot_state
rec_by_mutual_aid
IVR_ticket_ref
initial_number_called
Creat_cause
End_cause
Record_time
duration of 3 first second call destination (i=1, 2 or 3)
Transfered destination
Time to type the transaction code
Transaction code (15 digits)
greeting guide duration
Date of the end of conversation (call release or transfer to another pilot)
Wrap-up duration
Number of manual wrap-up session requested on pause
Pause duration
Type of help value (none,accepted&listen,acc.&conf.,rejected,cancelled)
last voice guide heart by the caller
pilot status when the call was submitted to its call routing rule
if received by matual-aid
IVR provided call [statistics] record/ISDN NDS
the directory number dialled by the caller, before any DDI translation
Cause of ticket creation (32 types of cause)
Cause of ticket closure (33 types of cause)
conversation record duration on voice mail
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
Issue 03
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Predefined Statistic Reports
Manual edition
Manual edition windows
Statistics / Excel /
Pilot
Agent
Processing group…
All Rights Reserved © 2006, Alcatel-Lucent
The check box «edition by PG agent» is used to get more information in the general template.
If this box is not checked, no value will be put in the tables used for the breakdown per PG in the general template.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
Issue 03
370
8
Predefined Statistic Reports
Manual edition
Types of editions of manual Excel statistics
The type of output can be "Daily" or "Over several days of the month". In the
last case, it is a period between 1 and 31 consecutive days
Start date & end date of Excel manual statistics editions
These are the dates from which the edit takes place and when it terminates.
The time format is HH MM, with an accuracy of 1/4 hour
In the case of statistics over several days, the begin and end hour apply to
each day
E.G: From January 1 8:00 to January 2 18:00 generates two lines, January 1 8:00 ->
18:00 and January 2 8:00 -> 18:00, excluding so the 18:00 to 8:00 time slice
between the two days
All Rights Reserved © 2006, Alcatel-Lucent
9
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
Issue 03
371
Predefined Statistic Reports
Manual edition
Output granularity of Excel statistics
The granularity is the resolution with which the output is processed. Three
choices are possible: “1/4 hour", "1/2 hour" and "1 hour". In the case of
output on several days, the granularity is equal to one day
Activation modes of Excel manual statistics
“Print“: Printing is carried out on the default printer defined in Windows
“Save”: Saving of the statistics in an Excel file. This file is located by default
in the last directory used, but the target can be modified by the user via the
dialogue box
“Excel Display”: Reports displayed on screen using “TEMP.xls” Excel file
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
Issue 03
372
10
Predefined Statistic Reports
Manual edition
Available templates
General
This template is present for all the available objects (pilot, agent…) and contain all
the object available statistics.
Detailed report
This is a customized template, present for only some objects, which contains the
most often used statistics counters, day per day.
Detailed graph
Graph that give the calls breakdown, day per day
Summary report
This template is not available for all objects and contains global (not day per day)
short information (an object per line)
Summary graph
This graph show the global activity (not day per day) of several objects
All Rights Reserved © 2006, Alcatel-Lucent
11
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
Issue 03
373
Predefined Statistic Reports
Automatic edition
Automatic edition windows
The precompiled statistics are used to provide an automatic edition of the
statistics.
This edition can be done every day, every week or every month.
After the statistic edition, the system creates a backup folder under
directory, with a name attached to the object:
C:\ program files\ Alcatel\ A4400 call center supervisor \ Excel \
\ daily
\ weekly
\ monthly
All Rights Reserved © 2006, Alcatel-Lucent
12
If you configure an automatic edition of statistics for 15 agents, you will get 15 excel files!!
The principle is the same for the other CCdistribution objects.
Therefore if a global view of the activity is needed with a detail per object in the same file, a list of pilots or agents has to be
created
But if we want to get in the same file, the statistics of several objects in one object, a superobject has to be created.
Possibility to create some super-objects that will add the values of several same objects on a template.
To do this you must select the super-object that you’ll find in the available object list when you make a statistic request through
the CCs, this object will be create in config ->super-object.
Super-objects available: Pilot, PG agent and PG others.
Maximum of 10 objects for a super-object.
Option in the CCs
- Do not display the lines without values: only for the beginning and the end.
- No edition made if there isn’t any values: a message will indicate that there is no values for the edition period.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
Issue 03
374
Predefined Statistic Reports
Automatic edition
To manage an automatic edition:
Configuration \ Precompiled statistics
Daily
monthly
weekly
All Rights Reserved © 2006, Alcatel-Lucent
13
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
Issue 03
375
Predefined Statistic Reports
Automatic edition
Management of the different edition parameters
1
Daily edition
2
5
4
3
All Rights Reserved © 2006, Alcatel-Lucent
1 - Select the output time
2 - Select the pilot or the pilots
3 - Select if you want to print or or save your edition, or both
4 - Select the templates you want to used
5 - Select your granularity
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
Issue 03
376
14
Predefined Statistic Reports
Automatic edition
Management of the different edition parameters
Weekly edition
All Rights Reserved © 2006, Alcatel-Lucent
15
Same window and same procedure than for the daily edition, the only difference is that you need to select an output day.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
Issue 03
377
Predefined Statistic Reports
Automatic edition
Management of the different edition parameters
Monthly edition
All Rights Reserved © 2006, Alcatel-Lucent
Same management than for the daily edition, output day more to manage.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
Issue 03
378
16
Predefined Statistic Reports
List of object
Possibility to create a list of object
Provides a global view of the activity, with a detail per object, in a single
file
All Rights Reserved © 2006, Alcatel-Lucent
17
First you add a list, you give a name to the list, and you press the ENTER key.
The pilot list is available only after this operation.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
Issue 03
379
Predefined Statistic Reports
List of object
Creation of a list (continuation)
All Rights Reserved © 2006, Alcatel-Lucent
After the creation of this list, you can find it in the available object for the request.
This list can be used in an automatic request, and also in a manual request.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
Issue 03
380
18
Predefined Statistic Reports
Automatic edition restart
Automatic edition restart
Allows the manual re-launch of the edition of a daily, weekly or monthly
statistics Excel report
From CCs: “Statistics” / “Excel” / “Automatic edition restart”
When a request has been made you find the result in:
C:\ program files\ Alcatel \ call center supervisor \ excel
\daily
\weekly
\monthly
All Rights Reserved © 2006, Alcatel-Lucent
19
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
Issue 03
381
Statistics: Principle and Possibilities
Excel
EXCEL parameters customization
From CCs: Window / customize…
Maximum number of objects that
can appear in an Excel form
(up to 25).
If this option is not checked, the
user will not have any access to
the CCs Excel functions.
Password used to protect the
Excel forms.
Check this box to maintain the
anonymity of agents in Excel
forms.
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
Issue 03
382
20
Statistics: Principle and Possibilities
Excel
EXCEL parameters customization
From CCs: Window / customize…
All Rights Reserved © 2006, Alcatel-Lucent
21
"The edition is done even if there is no info in the given period:"
Check this box to carry out the statistic edition even if there is no information for the given period.
"Also display period with no info:"
Check this box to display every period even if it contains no information.
Note: this option is not available for some formats.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
Issue 03
383
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
Issue 03
384
22
Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
PROCEDURE
OBJECTIVE
-
To learn how to create statistic report
Issue 03
Ref. CCD01009C01TEUS.doc
P. 1
All Rights Reserved © 2006, Alcatel-Lucent
385
Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
PROCEDURE
1.
Statistics edition with CCsupervision software
1.1. Manual request
Application
CCsupervision
Path
Statistics \ Excel
Action
Selection
Available pilots
Activation mode
Print
Save
Excel display
Keep excel links
Run Macro
(ACDMacro)
Available templates
General
Type of edit
Daily
Over several days of
the month
Output granularity
¼ hour
½ hour
1 hour
start date for edit
end date for edit
edition by pg
top 5 edition
list of 5 pg agent/ivr
delete a pg agent/ivr
P. 2
Tab
Choose an object for a statistic edition (e.g: a pilot)
Choose the pilot on which you want to get some statistics
Add
If you want to add several pilots in “selected pilots”, you need to check in
window / customize /statistics, the max number of objects contains in excel
form(max: 25 objects).
Tick the activation mode you wanted to
You can tick several mode simultaneously
Choice of the general template
Add
The “general” template appears in the column selected templates.
You can add several templates simultaneously .
Only available if you make a daily edition
Only available if you make an edition on several days of the month
Tick this parameters to get a detail of the statistics according to the pg
5 best Pg for the pilot. The selection will be made automatically by the system
you select the Pg that you want to display
enable to delete a Pg from the list if you choose a list of 5 Pg agent/ovr
Ref. CCD01009C01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
386
Issue 03
Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
1.2. Automatic request
Application
CCsupervision
Path
Configuration \ precompiled statistics \ Daily
Action
Selection
Daily edition
Output time
Available pilots
Run Macro
(ACDMacro)
Tab
Launching time of the statistics request
Choose an object for a statistic edition (e.g.: a pilot)
Choose the pilot on which you want to get some statistics
Add
If you want to add several pilots in “selected pilots”, you need to check in window /
customize /statistics, the max number of objects contains in excel form(max: 25
objects).
If you need to launch a macro for the statistic edition
Print
Save
You can save or print the statistics results
Available
templates
General
Choice of the general template
Add
The “general” template appears in the column selected templates.
You can add several templates simultaneously .
Type of edit
Daily
Over several
days of the
month
Output
granularity
¼ hour
½ hour
1 hour
Only available if you make a daily edition
Only available if you make an edition on several days of the month
Start date for
edit
End date for edit
Edition by pg
Tick this parameters to get a detail of the statistics according to the pg
top 5 edition
5 best Pg for the pilot. The selection will be made automatically by the system
you select the Pg that you want to display
enable to delete a Pg from the list if you choose a list of 5 Pg agent/ivr
list of 5 pg
agent/ivr
delete a pg
agent/ivr
Issue 03
Ref. CCD01009C01TEUS.doc
P. 3
All Rights Reserved © 2006, Alcatel-Lucent
387
Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
Application
CCsupervision
Path
Configuration \ precompiled statistics \ Weekly
Action
Selection
Weekly edition
Output day
Output time
Available pilots
Run Macro
(ACDMacro)
Tab
Launching day of the statistics request
Choose an object for a statistic edition ( e.g: a pilot )
Choose the pilot on which you want to get some statistics
Add
If you want to add several pilots in “selected pilots”, you need to check in window /
customize /statistics, the max number of objects contains in excel form(max: 25
objects).
If you need to launch a macro for the statistic edition
Print
Save
You can save or print the statistics results
Available
templates
General
Choice of the general template
Add
The “general” template appears in the column selected templates.
You can add several templates simultaneously .
Type of edit
Daily
Over several
days of the
month
Only available if you make a daily edition
Only available if you make an edition on several days of the month
Output
granularity
¼ hour
½ hour
1 hour
start date for
edit
end date for edit Tick this parameters to get a detail of the statistics according to the pg
5 best Pg for the pilot. The selection will be made automatically by the system
edition by pg
you select the Pg that you want to display
top 5 edition
enable to delete a Pg from the list if you choose a list of 5 Pg agent/ivr
list of 5 pg
agent/ivr
delete a pg
agent/ivr
P. 4
Ref. CCD01009C01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
388
Issue 03
Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
Application
CCsupervision
Path
Configuration \ precompiled statistics \ Monthly
Action
Selection
Monthly edition
Output day
Output time
Available pilots
Run Macro (ACD Macro)
Tab
Launching day of the statistics request
Launching time of the statistics request
Choose an object for a statistic edition (e.g: a pilot)
Choose the pilot on which you want to get some statistics
Add
If you want to add several pilots in “selected pilots”, you need to check
in window / customize /statistics, the max number of objects contains in
excel form (max: 25 objects).
If you need to launch a macro for the statistic edition
Print
Save
You can save or print the statistics results
Available templates
General
Choice of the general template
Add
The “general” template appears in the column selected templates.
You can add several templates simultaneously .
Type of edit
Daily
Over several days of the
month
Output granularity
¼ hour
½ hour
1 hour
Only available if you make a daily edition
Only available if you make an edition on several days of the month
Tick this parameters to get a detail of the statistics according to the pg
start date for edit
end date for edit
edition by pg
5 best Pg for the pilot. The selection will be made automatically by the
system
top 5 edition
list of 5 pg agent/ivr
delete a pg agent/ivr
Issue 03
you select the Pg that you want to display
enable to delete a Pg from the list if you choose a list of 5 Pg agent/ivr
Ref. CCD01009C01TEUS.doc
P. 5
All Rights Reserved © 2006, Alcatel-Lucent
389
Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
P. 6
Ref. CCD01009C01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
390
Issue 03
Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to save and visualize the statistics with Excel (manual edition) and program the
statistics
MANAGEMENT
1.
Statistic Reports manual edition
1.1. Visualize the statistics with Excel, and use different templates (general, detailed
graph, summary report…).
-
Pilot (3X600)
-
Agent Processing group (3X800)
-
Agent (3X500)
1.2. Save the Excel statistics in a file
2.
Statistic Reports automatic edition
2.1. Manage a daily edition on agent 3X500 with the “Detailed report” template.
3.
Modify the Maximum number of objects that can appear in an Excel form (up to 25)
4.
Create a list of objects with pilot 3X600, 3X601 and edit the daily statistics with the
“Summary graph” template.
Where will be stored this report?
Issue 03
Ref. CCD01009H01TEUS.doc
HO. 1
All Rights Reserved © 2006, Alcatel-Lucent
391
Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
HO. 2
Ref. CCD01009H01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
392
Issue 03
Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to save and visualize the statistics with Excel (manual edition) and program the
statistics
MANAGEMENT
1.
Statistic Reports manual edition
1.1. Visualize the statistics with Excel, and use different templates (general, detailed
graph summary report…)
-
Pilot (3X600)
-
Agent Processing group (3X800) ,
-
Agent (3X500)
1.2. Save the Excel statistics in a file
From CCs, go to: Statistics / Excel / pilot (e.g for pilot 3X600)
Use the same procedure for the agent PG and for the agent
Issue 03
Ref. CCD01009S01TEUS.doc
HOS. 1
All Rights Reserved © 2006, Alcatel-Lucent
393
Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
2.
Statistic Reports automatic edition
2.1. Manage a daily edition on agent 3X500 with the “Detailed_report” template
From CCs, go to: Configurations / Precompiled statistics / Daily edition
3.
HOS. 2
Modify the Maximum number of objects that can appear in an Excel form (up to 25)
Ref. CCD01009S01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
394
Issue 03
Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
4.
Create a list of objects with pilot 3X600, 3X601 and edit the daily statistics with the
“Summary_graph” template
From CCs, go to: Configurations / Precompiled statistics / Daily edition
Select the “lists of pilots” button
Then create a list of pilots (e.g: list called “list1”), and add the pilots 3X600 and 3X601
Select then the “list1” object and choose the “summary_graph” template
Issue 03
Ref. CCD01009S01TEUS.doc
HOS. 3
All Rights Reserved © 2006, Alcatel-Lucent
395
Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
The report will be stored in: C:\ Program Files \ Alcatel \ A4400CCs \ Excel \ Daily \ Pilots \
“date” \ “list1.xls”
HOS. 4
Ref. CCD01009S01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
396
Issue 03
NOTES
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Al c at el -Luc ent Universit y – ht t p s://www.b usinessp ar t ner.alcatel-lucent.c o m
397
NOTES
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398
Al c at el -Luc ent Universit y – ht t p s://www.b usinessp ar t ner.alcatel-lucent.c o m
Standard Edition
CCd Starter
PARTICIPANT’S GUIDE
Alcatel-Lucent Enterprise
This document has no contractual value and may be changed or withdrawn
at any time by Alcatel-Lucent.
REF. OTCCTE800US
Issue 03
This product includes software. Its use may be subject to legislation concerning computer technology,
databases and civil liberties (in case of France see the law N° 7817 dated 6 january1978).
Alcatel-Lucent OmniTouch Contact Center
2008 Postsales training offer
Training
Jan, 2008
All Rights Reserved © Alcatel-Lucent 2008
Legend
VALUE ADDED OPTIONS
To complement the basic portfolio by value added solutions or applications:
Configuration & administration of complementary features, associated solutions & applications
SOLUTION BASED OPTIONS
To answer to customer standard customization:
Configuration & administration of services & advanced features
STARTER PACK<
For a quick start of the solution:
Install the OmniPCX Enterprise or application and the infrastructure and ensure the start up of the
system
PREREQUISITES
2 | OmniTouch Contact Center Training Offer | Jan 2008
All Rights Reserved © Alcatel-Lucent 2008
Legend
Course Name
Reference
I=xh
C=xd
represents an optional training course, not involved in certification program
V=xd
I=xh
Course Name
C=xd
Reference
V=xd
Course Name
C=xd
Reference
V=xd
Course Name
C=xd
Reference
V=xd
Course Name
C=xd
Reference
V=xd
represents training courses involved in ACSE certification
I=xh
represents training courses involved in ACFE certification
I=xh
represents training courses involved in AQFP certification
I=xh
I=xh
Course Name
C=xd
Reference
V=xd
represents a free training guide, not involved in certification program
represents prerequisite training courses that are not involved in certification
program
I
=
xh
stands for Individual learning, in hours
C
=
xd
stands for Classroom learning, in days
V
=
xd
stands for Virtual learning, in days
3 | OmniTouch Contact Center Training Offer | Jan 2008
All Rights Reserved © Alcatel-Lucent 2008
Alcatel-Lucent OmniTouch Contact Center Standard Edition R8.0
Newcomers
OTCC Standard Edition VALUE ADDED OPTIONS
Associated Solution CCo
OTCC Standard Edition SOLUTION BASED OPTIONS
Duration: I = 3 h and C = 13 d
Recommended minimum Track for certification
ALU OmniTouch Contact Center R8 - ACSE
CCD Expert
Associated Solution CCivr
CCoutbound Expert C = 5 d
OTCCTE804
CCivr Advanced
IVR0TE801
C=5d
CCivr Starter
OTCCTE802
IVR0TE800
Advanced Call Routing
OTCC Standard Edition STARTER PACK
Duration: I = 3 h and C = 8 d
ACR Advanced
Recommended minimum Track for certification
ALU OmniTouch Contact Center R8 - ACFE
CCD Advanced
C=5d
OTCCTE803
C=5d
OTCCTE801
PREREQUISITES
CCD Starter
I=3h
OTCCTE800
C=3d
Starter Pack
Enterprise
ENTPTE800
4 | OmniTouch Contact Center Training Offer | Jan 2008
I=8h
C = 10 d
C=5d
or
OTCC SE Tap-lab
OTCCTA0A5 or
0TCCTA0A6
Introduction to
OmniPCX Enterprise
ENTPTE899
I =6 h
All Rights Reserved © Alcatel-Lucent 2008
C=3d
Or
C=1d
C=5d
Alcatel-Lucent OmniTouch Contact Center Standard Edition R8.0
Newcomers
Curricula R7.1 vs R8
Release 7.1
Release 8
VALUE ADDED OPTION
VALUE ADDED OPTION
Tap Lab
Tap Lab
CCivr Expert
CCivr Basics
CCoutbound
ACR Expert
ACR Advanced
5d
5d
5d
5d
5d
3d
5d
5d
ACFE ACSE
CERTIFICATION TRACK
CCd Expert
CCd Advanced
CCd Basics
5 | OmniTouch Contact Center Training Offer | Jan 2008
CCivr Advanced
CCivr Starter
CCoutbound
ACR Advanced
CERTIFICATION TRACK
5d
5d
5d
5d
6h+3d
3h+3d
CCd Expert
CCd Advanced
CCd Starter
All Rights Reserved © Alcatel-Lucent 2008
ACFE ACSE
CCivr Advanced
5d +2d
Alcatel-Lucent OmniTouch Contact Center Standard Edition R8.0
Newcomers
PREREQUISITES
Core Enterprise
Global overview
Management tools
Users management, multi line
DECT users with IBS
IP Phones (static & dynamic)
Internal DHCP
Tel features, prefixes & suffixes, COS
Speed dial numbers
Operators, Entities
Voice guide, MoH
4645 voice mail
External features : TG, DID, Translator
External COS
SIP trunking
ARS
RMA features & alarms
Backup & restore
OPS
...
6 | OmniTouch Contact Center Training Offer | Jan 2008
or
Starter Pack
Enterprise
ENTPTE800
I=8h
Introduction to
C = 10 d
OmniPCX Enterprise
ENTPTE899
All Rights Reserved © Alcatel-Lucent 2008
I =6 h
Introduction to OmniPCX Enterprise :
OmniPCX Enterprise offer
OmniPCX Enterprise architecture
Hardware overview
Start & stop the system
Management tools
Backup & restore
Alcatel-Lucent OmniTouch Contact Center Standard Edition R8.0
Newcomers
OTCC Standard Edition STARTER PACK
CCd Starter
• CCd Overview
• CCd configuration with the CCs
• Agent Overview
• Agent/supervisor functions
• Routing & Distribution rules
• Calendar
CCd Advanced
• CCs customization
• Call position announcement in
queue
• Multilingual voice guides in CCd
• Interactive queuing
• Automated Attendant
• Wallboards Manager
• Statistics customization
• Translation
• Redundancy
7 | OmniTouch Contact Center Training Offer | Jan 2008
OTCC Starter
OTCCTE800
OTCC Advanced
OTCC Standard Edition SOLUTION BASED OPTION
I=3h
C=3d
OTCC Expert
C=5d
OTCCTE802
C=5d
OTCCTE801
All Rights Reserved © Alcatel-Lucent 2008
CCd Expert
• CCd in network
• CCs Server
• CC Agent application
• Home workers agents, CCagent
• Introduction to ACR
• ASM module
• Last called agent rule
• Individual Skill mapping
Alcatel-Lucent OmniTouch Contact Center Standard Edition R8.0
Newcomers & Experienced
OTCC Standard Edition VALUE ADDED OPTIONS
OmniTouch Call Distribution Tap-lab
The participant selects himself the
subjects and topics he wants to cover
A technical and pedagogic assistance is
provided by a trainer
Examples of subjects that can be
covered:
• Voice guide management
• Call flow management
• CCd in network
• Wall Board Management
Other
8 | OmniTouch Contact Center Training Offer | Jan 2008
OTCC SE
Tap-lab
C=1d
OTCCTA0A5
OTCC SE
Tap-lab
C=3d
OTCCTA0A6
All Rights Reserved © Alcatel-Lucent 2008
Alcatel-Lucent OmniTouch Contact Center Standard Edition R8.0
Certification Offer
CERTIFICATION
OmniTouch CCd
R8 ACSE
C=1d
OTCCTC0C3
In classroom
(MCQ-60 Questions + LAB)
CERTIFICATION
OmniTouch CCd
R8 ACFE
I =45 mn
OTCCTC2C3
9 | OmniTouch Contact Center Training Offer | Jan 2008
All Rights Reserved © Alcatel-Lucent 2008
Web exam
(MCQ-30 Questions)
Alcatel-Lucent OmniTouch Contact Center Associated solutions CCivr
Newcomers
OTCC Standard & Premium Edition VALUE ADDED OPTIONS
CCivr BASIC:
• Installation
• Development of Voice applications
using the Application Generator
• Use of Variables, Audiotext,
Automated Attendant, Text To
Speech,
• Voice Mail features, Stream
synchronization, Subroutines
• MS Access database connection
• Management of exceptions, Edition of
statistics
• Application using transfer to CCd
pilots
OmniTouch CCivr Tap Lab
The participant selects himself the
subjects and topics he wants to cover
A technical and pedagogic assistance
is provided by a trainer
Examples of subjects that can be
covered:
• Manage automated attendant
• Manage database connection
applications
• Manage e-mail applications
…
10 | OmniTouch Contact Center Training Offer | Jan 2008
CCivr Starter
C=5d
CCivr Advanced
IVR0TE801
IVR0TE800
C=5d
CCivr ADVANCED:
• FAX facilities
• Email exchanges
• Complex CCd integration,
Interactive queuing
• COM objects integration
• Oracle database connection
• Automatic Speech recognition (ASR)
• OLE DB database connection
• Switching calls applications
OmniTouch CCivr
Tap-lab
C=2d
IVR0TA0A2
All Rights Reserved © Alcatel-Lucent 2008
Alcatel-Lucent OmniTouch Contact Center Associated solutions CCoutbound
Newcomers
OTCC Standard & Premium Edition VALUE ADDED OPTIONS
CCoutbound EXPERT:
• Installation CCo server and MS SQL
• CCo campaigns management
• CCagent integration
• Scripting tool functions
• Trouble shouting
• Statistics
11 | OmniTouch Contact Center Training Offer | Jan 2008
OmniTouch
CCoutbound
Expert
OTCCTE804
C=5d
CCo Tap Lab
CCD0TA0A8
All Rights Reserved © Alcatel-Lucent 2008
C=2d
OmniTouch CCoutbound Tap Lab
The participant selects himself the
subjects and topics he wants to
cover
A technical and pedagogic assistance
is provided by a trainer
Examples of subjects that can be
covered:
• CCagent integration
• CCo installation and
configuration
• CCo campaign management
• CCo scripting
…
Alcatel-Lucent OmniTouch Contact Center Associated solutions CCivr & CCoutbound
Certification Offer
OmniTouch CCivr
ACSE
C=1d
In classroom
(MCQ-60 Questions + LAB)
C=1d
In classroom
(MCQ-60 Questions + LAB)
IVR0TC0C6
OmniTouch CCo
ACSE
OTCCTC0C4
12 | OmniTouch Contact Center Training Offer | Jan 2008
All Rights Reserved © Alcatel-Lucent 2008
Alcatel-Lucent OmniTouch Contact Center Associated solutions ACR
Newcomers
OTCC Standard Edition VALUE ADDED OPTIONS
ACR ADVANCED
• Call characterization,
• Agent Selection Module scripts design
• ACR statistics and Real Time reports
• External Database connection (select
request)
• Describe the Virtual ACR principle
• Integrate the new object in network
configuration
• Test the distribution using internal ASM
and external ASM
• Name the restrictions and the limits of
ACR in network architecture
• Test the impact of virtual ACR lock
• String handling
• Call procedure (external database)
13 | OmniTouch Contact Center Training Offer | Jan 2008
ACR Advanced
OTCCTE803
OmniTouch ACR
C=5d
Tap-lab
C=2d
CCD0TA0A2
All Rights Reserved © Alcatel-Lucent 2008
OmniTouch ACR Tap Lab
The participant selects himself the
subjects and topics he wants to cover
A technical and pedagogic assistance is
provided by a trainer
Examples of subjects that can be
covered:
• ACR management
• Rules overview and management
• Management of the internal
database
• Scripting possibilities and example
Other
www.alcatel-lucent.com
14 | OmniTouch Contact Center Training Offer | Jan 2008
All Rights Reserved © Alcatel-Lucent 2008
Alcatel-Lucent OmniTouch Contact Center
Standard Edition R8
CCd Starter
REFERENCE
OTCCTE800US
DURATION
DELIVERY LANGUAGE
English (course material in English)
METHODS
3
hours
3
days
Virtual self-paced training on the computer. 3 hours before c-learning
Traditional classroom or practical sessions with tutorials (TAP LAB)
Tutored virtual training sessions accessible via an internet connection
MAXIMUM NUMBER OF PARTICIPANTS 12
PUBLIC
System Installers in charge of the OmniTouch Contact Center Standard Edition installation
OBJECTIVES
At the end of the course, the participant will be able to:
• Install and configure the CCdistribution application on OmniPCX Enterprise
PREREQUISITES
• To have attended the Alcatel-Lucent OmniPCX Enterprise Starter training course
REQUIRED TECHNICAL CONFIGURATION
For i-learning
Access to the Business Partner Web Site. Internet Explorer version 5.5 or better, Macromedia Flash 7 and Acrobat Reader version 6 or better.
Virtual Microsoft Java Machine (MSJVM).
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center
Standard Edition R8
CCd Starter
PROGRAM DESCRIPTION
Phase 1: i-learning
3 hours
To describe the CCd principles
To describe the supervision tool (CCs)
To outline the CCd agents features
Phase 2: c-learning
3 days
To describe the management procedure for a CCd matrix
To manage the CCd parameters & Objects on the OmniPCX Enterprise
• Prefixes and class of service
• Pro ACD phone sets
• Voice guides
To describe and manage the CCd agents features
To implement the virtual hybrid logical link for CCd internal calls
To install and configure the CCs application
To configure the CCd objects via the CCs application
• Pilots
• Waiting queues
• Processing groups
To configure the distribution via the CCs
• Set up routing rules for pilots
• Set up the distribution rules
• Set up the calendar
To use the real time interface of CCs
To implement the voice guides in the distribution
To generate predefined statistic reports with the CCs application
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch CC Standard Edition
CCd Starter
TOC.doc
DOCUMENT CHANGES
Issue
Date
Alcatel-Lucent OmniTouch CC Standard Edition CCd Starter
01
03/08
File reference: OTCCTE800US
02
04/08
03
07/08
Issue
Date
GENERAL SUMMARY
CORE CURRICULUM AND CATALOG PROGRAM DESCRIPTION
1.
I-Learning CCd Reminder
CCD01000P02TEUS .............................................................................................5
2.
CCs Application-Description and Installation
CCD01003P02TEUS ........................................................................................... 35
CCD01003H01TEUS ........................................................................................... 61
CCD01003S01TEUS ........................................................................................... 63
3.
CCd Matrix Management Procedure
CCD01001C01TEUS ........................................................................................... 75
CCD01001H01TEUS ........................................................................................... 89
CCD01001S01TEUS ........................................................................................... 91
4.
Local hybrid link
CCD01011P01TEUS ..........................................................................................103
CCD01011H01TEUS ..........................................................................................111
CCD01011S01TEUS ..........................................................................................113
5.
CCd configuration by using the CCs
CCD01004P01TEUS ..........................................................................................117
CCD01004H01TEUS ..........................................................................................147
CCD01004S01TEUS ..........................................................................................149
REF. OTCCTE800US Issue 03
All Rights Reserved © 2008, Alcatel-Lucent
i
1
Alcatel-Lucent OmniTouch CC Standard Edition
CCd Starter
TOC.doc
6.
Call Flow Management via CCs
CCD01005P01TEUS.......................................................................................... 163
CCD01005H01TEUS ......................................................................................... 179
CCD01005S01TEUS .......................................................................................... 183
7.
Voice Guides
CCD01006P01TEUS.......................................................................................... 201
CCD01006C01TEUS.......................................................................................... 225
CCD01006H01TEUS ......................................................................................... 231
CCD01006S01TEUS .......................................................................................... 233
8.
Agents and Supervisors features Management Procedure
CCD01007P01TEUS.......................................................................................... 241
CCD01007C01TEUS.......................................................................................... 279
CCD01007H01TEUS ......................................................................................... 291
CCD01007S01TEUS .......................................................................................... 293
9.
Real time information and alerts
CCD01014P01TEUS.......................................................................................... 305
CCD01014H01TEUS ......................................................................................... 343
CCD01014S01TEUS .......................................................................................... 345
10. Description of the statistics
CCD01009P01TEUS.......................................................................................... 363
CCD01009C01TEUS.......................................................................................... 385
CCD01009H01TEUS ......................................................................................... 391
CCD01009S01TEUS .......................................................................................... 393
ii
2
All Rights Reserved © 2008, Alcatel-Lucent
REF. OTCCTE800US Issue 03
Alcatel-Lucent OmniTouch CC Standard Edition
CCd Starter
TOC.doc
FEEDBACK SHEET
In order to improve the quality of the documentation, please report any errors found by
returning this sheet to the address below.
CHAPTER
PAGE
DESCRIPTION
Please return this sheet to:
Alcatel-Lucent Enterprise
8, rue de Kervézennec
CS 82802
29228 BREST CEDEX 2 – FRANCE
FAX : (33) 2 98 14 36 36
Email: [email protected]
Website: www.businesspartner.alcatel-lucent.com
REF. OTCCTE800US Issue 03
All Rights Reserved © 2008, Alcatel-Lucent
iii
3
Alcatel-Lucent OmniTouch CC Standard Edition
CCd Starter
TOC.doc
iv
4
All Rights Reserved © 2008, Alcatel-Lucent
REF. OTCCTE800US Issue 03
Alcatel-Lucent OmniTouch Contact Center
Standard Edition
I-Learning Reminder
All Rights Reserved © 2008, Alcatel-Lucent
1
OBJECTIVES
Reminder the description of:
the OTCC Standard Edition
matrix objects (pilots, queue, processing groups)
the routing rules (call routing rule, call distribution rule)
the agent selection
To show the limits
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
5
OTCC Standard Edition Overview
Call flows
The Call Distribution is based on a matrix
Pilots
Waiting
queue
Call Distribution
Call
routing
Mutual Aid
Dissuasion
The Alcatel-Lucent OTCC Standard
Edition is a complete solution built into
the Alcatel-Lucent OmniPCX Enterprise
Processing groups ( Resources )
All Rights Reserved © 2008, Alcatel-Lucent
The OTCC matrix is made up of:
Pilots which are the OTCC matrix entry points (1)
Use DID numbers and can correspond to a department phone number in a company
Waiting queues
Normal
Dissuasion (also called redirection)
Mutual aid (also called intelligent overflow)
Processing groups
Agent
Voice guide
Forward
Rerouting
IVR (interactive voice responder)
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
6
2
OTCC Standard Edition Overview
Call flows
Called departments
(pilots)
Call Routing
Priorities
Expected waiting
times
Resources (PG)
queues
Call Distribution
Priorities
Longest idle time (load)
Resource availability
All Rights Reserved © 2008, Alcatel-Lucent
3
distribution according to :
competences (defined by priority levels)
load (longest idle time)
availability (agent groups busy rate)
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
7
OTCC Standard Edition Overview
OTCC matrix description
Possible states of a pilot
The pilot can be in open state
Calls are connected to a welcome guide and then are routed with or without
queuing
The pilot can be in general forwarding state (closed)
Pilot closed automatically by calendar, Pilot closed manually by a supervisor
action, switch on General Forwarding by agent action on his phone set
The calls can be connected to a specific guide (opening hours,...)
The pilot can be in blocked state
Case: Accidental closure
Cause: Resources missing in the downstream processing group
The calls can be connected to a specific unavailability guide
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
8
4
OTCC Standard Edition Overview
OTCC matrix description
Queue characteristics. A Queue can:
be shared among several Pilots (20 max)
serve several Processing Groups (30 max)
Queued calls are served FIFO (First In/First Out)
Different types of waiting queue are available
Normal: parking device for calls received by a pilot, before being distributed
to the processing groups
Mutual aid: intelligent overflow by re-routing over the public or private
network onto another remote OTCC or by re-direction onto an address (in
the local node)
Dissuasion: calls redirection using any processing group type (voice guide,
IVR…) when the others directions are not available
e.g. voice guide: "all our lines are busy, please call again later“
All Rights Reserved © 2008, Alcatel-Lucent
5
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
9
OTCC Standard Edition Overview
OTCC matrix description
Possible states of the queue
Open (Not saturated)
Saturated
Expected Waiting Time (EWT) > Maximum Waiting Time
Maximum Waiting Time
Closed by CCs user
Blocked
Downstream resources
are not guaranteed
( All agents are logged-off or in withdrawal )
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
10
6
OTCC Standard Edition Overview
OTCC matrix description
Different types of processing group are available
Agent processing group
Made up of agent or supervisor sets
Forward processing group (on-pcx number)
Attendant set or group, voice mail
Pilot, agent, supervisor...
Administrative extension...
Abbreviated number
Voice guide processing group
Voice guide broadcast (duration, V.G #)
Rerouting processing group
Rerouting to the ABC-F or public network
I.V.R processing group
Connection to the CCivr application
All Rights Reserved © 2008, Alcatel-Lucent
7
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
11
OTCC Standard Edition Overview
OTCC matrix description
Agent and supervisor sets
In a processing group, there are two different types of sets:
Supervisor set which can supervise several processing groups and can itself be part
of a processing group as an agent
Agents sets
A lot of available ACD agents features:
Withdraw, wrap-up, supervisor call, discrete listening, call hold
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
12
8
OTCC Standard Edition Overview
Agent and supervisor set
The log-on procedure allows an agent to inform the OTCC system of his physical
presence on a workstation and as a result to ask for acceptance in the call
distribution mechanism handled by the OTCC system
Agent processing group
Agent set
(or supervisor)
« ACD authorized » set
1
2
The log-off procedure allows an agent to inform the OTCC system of his
disengagement from the call processing process
Extension types where agent and supervisor can be logged
Agent: Z, 4003, 4004, 4035 (UA & IP), 4038, 4039, 4068
Supervisor: 4035 (UA & IP)
All Rights Reserved © 2008, Alcatel-Lucent
9
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
13
OTCC Standard Edition Overview
OTCC matrix description
Queue / Processing group compatibility
The following table gives the possible association between a queue type and
a processing group type
Normal W.Q
Mutual aid W.Q
Agents P.G
X
X
IVR PG
X
X
Forward PG
X
X
Rerouting PG
X
X
Voice Guide PG
X
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
14
Dissuasion W.Q
10
OTCC Standard Edition Overview
Call routing rule
Call routing rule
Pilots
Waiting
queue
Call Distribution
Call
routing
Mutual Aid
Dissuasion
Processing groups ( Resources )
All Rights Reserved © 2008, Alcatel-Lucent
11
The OTCC matrix is made up of:
Pilots which are the OTCC matrix entry points (1)
Use DID numbers and can correspond to a department phone number in a company
Waiting queues
Normal
Dissuasion (also called redirection)
Mutual aid (also called intelligent overflow)
Processing groups
Agent
Voice guide
Forward
Rerouting
IVR (interactive voice responder)
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
15
OTCC Standard Edition Overview
Call routing rule
Call routing rule
A routing rule has to be managed in order to associate each pilot with
waiting queues (30 rules max per pilot)
Pilots
Waiting Queues
ll
Ca
ng
uti
o
R
Aim:
Open directions from Pilots
to Waiting Queues
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
16
12
OTCC Standard Edition Overview
Call routing rule
Call routing rule according to the pilot state
A specific call treatment can be done
Depending on the states of the pilot (Open/Closed/Blocked)
Via routing rules selected by hand or using a calendar
With dedicated set of voice guides (greeting, waiting,...)
The routing directions choice, between waiting queues (20 max), is done
according to priorities or according to
Expected Waiting Time (in case of same priorities)
Priorities value is from 0 to 9
0 is the highest priority
9 is the lowest priority
All Rights Reserved © 2008, Alcatel-Lucent
13
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
17
OTCC Standard Edition Overview
Call routing rule
Routing rules
Opening / closure of a waiting
P0
queue direction
According to pilot state
P1
Greeting Voice Guide
6 Parking levels that contain :
sed
Cl o
A Voice Guide
Or an Address: IAA or IVR in Queue
Or an EWT table: IAA or IVR in Queue
(according to Expected Waiting Time)
P9
Directions characteristics
Rule 0:
Open/closed
Priorities
Presentation voice guide
Parking Levels 1,2,3,4,5,6
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
18
14
OTCC Standard Edition Overview
Call routing rule
Call routing rule principle (with different priorities)
P1
Selection of a Waiting
Queue according to
the highest priority
P2
P0
The next direction (priority=1) is used in case of congestion (saturation) of the
waiting queue
All Rights Reserved © 2008, Alcatel-Lucent
15
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
19
OTCC Standard Edition Overview
Call routing rule
Call routing rule principle (in case of queue congestion)
A normal waiting queue has a “Maximum Waiting Time” which defines the
capacity of the queue
An “Expected Waiting Time” is calculated by the system, and is equal to:
EWT = Average wait x (Nb of calls in queue + 1)
The “Average waiting time” is calculated by the system over the TSP (traffic
sampling period) which is defined for each waiting queue
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
20
16
OTCC Standard Edition Overview
Call routing rule
Call routing rule principle (in case of queue congestion)
Queue saturation means
Expected waiting time > Maximum waiting time
Waiting Queue Saturated
P10
Dissuasion mechanism
P1
All Rights Reserved © 2008, Alcatel-Lucent
Dissuasion towards a
voice guide in case of
queue congestion
17
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
21
OTCC Standard Edition Overview
Call routing rule
Call routing rule principle (with equal priorities)
Expected waiting time:
00:40
P0
P1
Expected waiting time:
00:20
P0
At equal priorities, the call is routed according to the lowest expected
waiting time calculated by the system
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
22
18
OTCC Standard Edition Overview
Call routing rule
Voice guides in a normal waiting queue
Voice guides are assigned to a pilot rule (30 rules/pilot)
and are sent on the
pilot whatever the direction
There are 6 parking levels in a waiting queue
Greeting
message
parking
message n°1
parking
message n°2
parking
message n°6
Voice Guides could be cut in case of downstream resource freeing
Voice Guides are played according to pilot status
All Rights Reserved © 2008, Alcatel-Lucent
19
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
23
OTCC Standard Edition Overview
Call distribution rule
Call distribution rule
Pilots
Waiting
queue
Call Distribution
Call
routing
Mutual Aid
Dissuasion
Processing groups ( Resources )
All Rights Reserved © 2008, Alcatel-Lucent
Two types of complementary call distribution can be implemented:
"Resource selection", which searches for a processing group for a call that has just been parked in a free queue.
This type of distribution applies to all processing group types
"Call selection" when a processing group resource becomes available for processing a new call, and which will search for a
waiting call at the head of a queue.
This type of distribution only applies to the agent processing group
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
24
20
OTCC Standard Edition Overview
Call distribution rule
Call distribution rule
A call distribution rule (10 max) defines the distribution of the calls to the
processing groups
A queue can have up to 30 possible distribution directions
CALL SELECTION
All resources are busy
Call selection when a resource
is ready
The system choose one of the
calls at head
of the queues
RESOURCES SELECTION
The processing group is available (at least
one resource is available)
The queue chooses the processing group
All Rights Reserved © 2008, Alcatel-Lucent
21
Two types of complementary call distribution can be implemented:
"Resource selection", which searches for a processing group for a call that has just been parked in a free queue.
This type of distribution applies to all processing group types
"Call selection" when a processing group resource becomes available for processing a new call, and which will search for a
waiting call at the head of a queue.
This type of distribution only applies to the agent processing group
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
25
OTCC Standard Edition Overview
Call distribution rule
In case of resources selection
In order to route a call from a waiting queue to a processing group, the
system checks:
The priorities (from 0 to 9)
At equal priorities, the Longest Idle Time ( LIT )
Maximum times of the free processing groups
In case of call selection
When a resource becomes available in a processing group (agent type), the
system attempts to take a call in a normal queue and checks:
The Priorities (from 0 to 9)
At equal priorities, the Real waiting time
maximum waiting time of a call during the freeing of a resource
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
26
22
OTCC Standard Edition Overview
Call distribution rule
Resources selection (with different priorities)
P0
P1
P2
sy
Bu
All Rights Reserved © 2008, Alcatel-Lucent
23
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
27
OTCC Standard Edition Overview
Call distribution rule
Resources selection (with equal priorities)
The LIT of the processing group is taken into account
P0
P1
P1
00:40
00:30
sy
Bu
longest idle time
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
28
24
OTCC Standard Edition Overview
Call distribution rule
Call selection (with different priorities)
No calls
P0
P1
P2
A resource becomes available
All Rights Reserved © 2008, Alcatel-Lucent
25
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
29
OTCC Standard Edition Overview
Call distribution rule
Call selection (with equal priorities)
The call with the longest Real Waiting Time is selected
P0
No calls
00:40
P1
real waiting
time
00:30
P1
A resource becomes available
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
30
26
OTCC Standard Edition Overview
Call distribution rule
Minimum waiting time threshold
All calls that have been waiting longer than this can be distributed by this
direction
This parameter is predominant for call selection
Real Waiting
Time in queue
1
00:09
*
Real waiting time < Distribution threshold
2
00:22
*
Closed by
the threshold
(threshold =10s)
Open
(threshold=20s)
Real waiting time > Distribution threshold
A resource becomes available
All Rights Reserved © 2008, Alcatel-Lucent
27
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
31
OTCC Standard Edition Overview
Agent selection
Choice of agent in the group
When the processing group has been selected by call distribution, a resource
must be selected in this processing group
In an agent type processing group, 3 possibilities are available for selecting
the agent in the group:
Sequential search mode
Cyclic search mode
Longest time-out search mode
For each agent processing group, it’s possible to manage:
A Ring rotation timer
An Overflow on no reply; after a timer, overflow to a directory number
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – I-Learning Reminder
Ref. CCD01000P02TEUS
Issue 01
32
28
NOTES
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Al c at el -Luc ent Universit y – ht t p s://www.b usinessp ar t ner.alcatel-lucent.c o m
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NOTES
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34
Al c at el -Luc ent Universit y – ht t p s://www.b usinessp ar t ner.alcatel-lucent.c o m
Alcatel-Lucent OmniTouch Contact Center
Standard Edition
CCs Application-Description and installation
All Rights Reserved © 2008, Alcatel-Lucent
1
OBJECTIVES
To install CCsupervision
To describe the “CCs.ini” file
To describe the “CCs.log” file
To describe the “prelogin.txt” file
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
35
CCs Application-Description and Installation
Main functions
A supervision station cannot create any object relative to call distribution
(trunk groups, pilots, queues, processing groups, agents, wall-mounted
displays), but can create supervisors and distribution rules
CCs main functions are as follows:
System configuration
Management of the CCd objects
Management of the services levels
Management of the Alarms
Call distribution settings
Wall-Displays
Real time supervision
Statistics and archiving
Reporting functions
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
36
2
CCs Application-Description and Installation
Main functions
System configuration:
Real time refresh frequency (1..50 sec) for real time information refresh
MSP (5 mn …60 mn) for statistics on MSP(*)
CCs language
Change the account password…
Management of CCd objects
Agents / supervisors modification
Team creation
Processing groups modification
Waiting queue modification
Pilots modification …
All Rights Reserved © 2008, Alcatel-Lucent
(*)
3
MSP stands for Monitoring Sampling Period
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
37
CCs Application-Description and Installation
Main functions
Management on the agents
To force a log-off/log- on
To enter / exit a processing group
To cancel a withdraw
To attach the agent into a processing group
To reset the agent secret code
To Change agents name & first name
To change agents characteristics
Fixed / mobile
Preferential group
Self-assignable
Password enable / disable
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
38
4
CCs Application-Description and Installation
Main functions
Management of pilots services levels
% of answered calls within a threshold
Efficiency (call failure rate)
Calls abandoned or received / calls served
Average speed of answer
Alarms
Alarms for functional problems (IP problem…)
Alerts when alert thresholds set
by supervisor are exceeded
Indications (modification of Enterprise database)
All Rights Reserved © 2008, Alcatel-Lucent
5
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
39
CCs Application-Description and Installation
Main functions
Call routing / call distribution rule
Creation or modification or deletion are possible
Routing and distribution rules can be activated manually or automatically, by
calendar, from the CCs
Calendar management
Pilot state management (general fwd, blocked, normal)
Voice guide assignment according to the pilot state
Call routing priority management
Open/close queue
Open/close processing group
Resource selection priority management
Call selection priority management
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
40
6
CCs Application-Description and Installation
CCs Installation Procedure
CCs installation procedure
Run « set-up.exe »
Choose the CCs feature level
CCs light: restricted features
Full CCs: full features
All Rights Reserved © 2008, Alcatel-Lucent
7
Different type of CCs
Different types of CCs are available
The Full CCs offers full features
Mono-site: it means that only one connection to a single PCX is allowed at a time
Multi-site: it means that connections to several PCX are allowed at the same time
(10 connections maximum)
The CCs light provides restricted features
Excel statistic files are not available
Objects management is limited ( only agent, wall-display and team can be managed)
Call routing rule & call distribution rule management is limited (no priority, open/close directions is impossible..)
New supervisor/administrator can’t be created
Expected Waiting Time tables can’t be created…
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
41
CCs Application-Description and Installation
CCs Installation Procedure
CCs installation procedure
In case of « Full CCs », choose between:
A mono-site CCs (1 single connection to a PCX at a time)
A multi-site CCs (10 connection maximum at a time)
All Rights Reserved © 2008, Alcatel-Lucent
The number of mono-site connection to a PCX is under license control (90 maximum)
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
42
8
CCs Application-Description and Installation
CCs Installation Procedure
CCs installation procedure
Do you want to use Excel as a gateway to create statistic reports?
All Rights Reserved © 2008, Alcatel-Lucent
9
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
43
CCs Application-Description and Installation
CCs Installation Procedure
CCs installation procedure
Choose the different languages which will be available in the CCs for the
CCsupervisor
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
44
10
CCs Application-Description and Installation
CCs Installation Procedure
CCs installation procedure
Select the CCs interface default language
This language will also be used for the Excel statistic reports
All Rights Reserved © 2008, Alcatel-Lucent
11
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
45
CCs Application-Description and Installation
CCs Installation Procedure
CCs installation procedure
Specify the CCs installation directory
By default, C: \ Program Files \ Alcatel-Lucent \Call center supervisor
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
46
12
CCs Application-Description and Installation
CCs Installation Procedure
CCs installation procedure
Enter the name of the computer (not very important!)
All Rights Reserved © 2008, Alcatel-Lucent
13
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
47
CCs Application-Description and Installation
CCs Installation Procedure
CCs installation procedure
When no CCs user is logged in, will the CCs get real time information?
Yes: threshold alarms remain enabled, but traffic on the LAN will be generated
No: threshold alarms are disabled; no traffic on the LAN
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
48
14
CCs Application-Description and Installation
CCs Installation Procedure
CCs installation procedure
Don’t use ASM script editor (ACR application)
Don’t use components for CCo/Cci
CCs installation is finished
All Rights Reserved © 2008, Alcatel-Lucent
15
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
49
CCs Application-Description and Installation
PCX and CCs connection
PCX CCs connection
Customize the sites
Go to CCs menu -> View ->Customize->Network
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
50
16
CCs Application-Description and Installation
CCs starting
CCs starting
Log-on window:
User name: administrator
Password: alcatel
All Rights Reserved © 2008, Alcatel-Lucent
17
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
51
CCs Application-Description and Installation
CCs General Parameters Management
New CCs user accounts
It’s possible to create new user accounts (administrator or supervisor), and
to assign specific rights for each of them
Topic explained in next chapter
CCs interface language
It’s possible to modify the CCs language
Go to: Configurations / Personal parameters
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
52
18
CCs Application-Description and Installation
CCs.ini file
CCs.ini file
This file is located in the CCs installation directory
It contains the CCs settings
Some CCs settings concerning the display of different windows, threshold
settings,…..can be adjusted using the "CUSTOMIZE" window
This window is used to modify settings in the CCs.ini file without having to
edit them manually
Any risk of error is avoided and the procedure is simplified
Parameters contained in the CCs.ini file have been grouped by topic and
there is a tab for each topic
All Rights Reserved © 2008, Alcatel-Lucent
19
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
53
CCs Application-Description and Installation
CCs.ini file
CCs.ini file
It’s possible to modify some parameters directly from the “CCS.ini” file
[network]
;file version number
version=6.0.86.30
;name of your PC Station; must be unique in your network
my_name=pc1
;period of verification of the connexion with the CCD ( in seconds )
;should not be under 30 if you use Excel; may be increased if you get disconnections while asking excel
;statistics through a slow network
PingPongPeriod=30
; Monosite or Multisite CCS?
MultiSite=0
; CCS light? (if =1, requires CCSLight token; if =0, requires Monosite or Multisite token according Multisite
parameter)
CcsLight=0
;Sites specifications; for each site:
;Site n°=master name, master port, backup name, backup port, Site prefix, CCS token server order, RTI token
server order
;Note: Windows 95 does not support TAB characters inside the parameters
Site 1=10.10.4.3,
2538,
NONE,
2538,
1_,
1,
1
All Rights Reserved © 2008, Alcatel-Lucent
Multi-site
Multi-site = 0 means that’s a mono-site CCs
Multi-site = 1 means that’s a multi-site CCs
⇒it’s possible to switch from mono-site to multi-site without uninstalling the CCs software, only by modifying this parameter
CCsLight
CCsLight = 0 means that’s a Full CCs
CCsLight = 1 means that’s a CCs Light
=>it’s possible to switch from Full CCs to CCs Light without uninstalling the CCs software, only by modifying this parameter
Site1
Here we retrieve the node declared from the CCs menu ( windows / customize / Network)
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
54
20
CCs Application-Description and Installation
CCs.ini file
CCs.ini file
Hour adjustment between CCsupervision and Alcatel OmniPCX Enterprise
[default_configuration]
; Time Zone:For conversion from Universal Coordinated Time (UTC or GMT)) to Local Time (LT).
; syntax timezone=UTC-LT in hours[:min]
;
;
;
;
;
case A: the A4400 you are connected to does NOT manage time zones
: timezone =-0 (does not depend on your time zone)
Windows must NOT change hour automatically (see configuration panel)
Windows setting to GMT(Monrovia, Casablanca),
PC clock changed manually at the shifts between summer time and winter time
;
;
;
case B: the A4400 you are connected to manages time zones
: timezone=WINDOWS (follows Windows settings, can change automatically;
A4400 must be in the same time zone than PC if PBX protocol below 46)
timezone=WINDOWS
All Rights Reserved © 2008, Alcatel-Lucent
21
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
55
CCs Application-Description and Installation
CCs.ini file
CCs.ini file
Hour adjustment between CCsupervision and Alcatel OmniPCX Enterprise
Usually, the time zones are managed in the PCX, so in the “CCs.ini” file, timezone
= windows
Time zone management in the OmniPCX Enterprise
Go to swinst (password = SoftInst)
2: Expert menu
6: System management
1: Date &time updte
2: Set timezone
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
56
22
CCs Application-Description and Installation
CCS.ini translation
CCS.ini translation
In case of new CCs software release installation, it’s possible to keep the
“customized CCs.ini file” of the previous release by doing the following
procedure:
Rename the old “CCs.ini” file in “CCs.MRG”
Install the new release (so, a new “CCs.ini” file will be created)
Copy the “CCs.MRG” file in the new CCs installation directory
Run the CCs
The previous CCs settings (contained in the CCs.MRG file) will be merged
automatically into the new “CCs.ini” file
All Rights Reserved © 2008, Alcatel-Lucent
23
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
57
CCs Application-Description and Installation
CCs.log file
CCs.log file
« CCs.log » file contains the CCs connection historic
19/06/07
15:59:47
19/06/07
15:59:47
Search for the protocol to use for the session on the site 10.19.1.3.
########## Opening the CCS application
19/06/07
19/06/07
19/06/07
19/06/07
15:59:47
15:59:47
15:59:47
15:59:47
10.19.1.3
10.19.1.3
10.19.1.3
10.19.1.3
19/06/07
15:59:47
-------> This Protocol needs a license.
19/06/07
15:59:47
CCS in NORMAL mode -> run the license process.
19/06/07
15:59:47
10.19.1.3 : Try to connect
19/06/07
15:59:47
Excel version : 9 (9.0)
19/06/07
15:59:48
10.19.1.3 : Connection established
19/06/07
19/06/07
15:59:48
15:59:48
10.19.1.3 : Ask for a Single-site license
10.19.1.3 : Read catalog - Cumul Nb Obj : Pilots=2 RGs=3 PGs=3 Agents=3 Filters=20
19/06/07
15:59:48
Licence - CCO=4 ICCOT=1
19/06/07
19/06/07
16:00:05
16:00:05
10.19.1.3 : Request to free the license.
########## Closing the CCS application ##########
:
:
:
:
##########
Try to connect
Connection established
Disconnect
Protocol ID: 90.
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
58
24
CCs Application-Description and Installation
prelogin.txt” file
“prelogin.txt” file
This file provides a pre-login screen used to display information on the CCs
PC before supervisor login
Procedure:
Create a “prelogin.txt” file
Enter a text in this file
Copy this file in the CCs installation directory
By default: C:\Program Files\Alcatel\A4400 Call center supervisor
Run the CCs
A window, in which the text is displayed, will appear
Close this “pre-login” window
Enter the CCs user login/password
All Rights Reserved © 2008, Alcatel-Lucent
25
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
59
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
60
26
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to install and configure the CCsupervision
MANAGEMENT
1.
Install the CCsupervision software in mono-site and Full mode
2.
Test the Ethernet link between the PC and the PABX with ping command
3.
Start de CCsupervisor
-
-
Log in
-
User name: Administrator
-
Password: “alcatel”
Declare the PCX in the CCs
4.
Switch the CCs from mono-site to multi-site by modifying the “CCs.ini” file. Test it.
5.
Switch the CCs from Full mode to Light mode by modifying the “CCs.ini” file. Test it.
What are the main differences between Full & Light modes?
6.
Switch back the CCs from Light mode to Full mode by modifying the “CCs.ini” file.
Issue 03
Ref. CCD01003H01TEUS.doc
HO. 1
All Rights Reserved © 2006, Alcatel-Lucent
61
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
HO. 2
Ref. CCD01003H01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
62
Issue 03
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to install and configure the CCsupervision
MANAGEMENT
1.
Install the CCsupervision software in mono-site and Full mode
Run “Setup.exe”
Issue 03
Ref. CCD01003S01TEUS.doc
HOS. 1
All Rights Reserved © 2006, Alcatel-Lucent
63
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
HOS. 2
Ref. CCD01003S01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
64
Issue 03
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
Issue 03
Ref. CCD01003S01TEUS.doc
HOS. 3
All Rights Reserved © 2006, Alcatel-Lucent
65
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
HOS. 4
Ref. CCD01003S01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
66
Issue 03
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
Issue 03
Ref. CCD01003S01TEUS.doc
HOS. 5
All Rights Reserved © 2006, Alcatel-Lucent
67
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
2.
HOS. 6
Test the Eethernet link between the PC and the PABX with ping command
From the PC : Start Run ping <nodeX MAIN CPU IP address>
Ref. CCD01003S01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
68
Issue 03
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
3.
Start de CCsupervisor
-
Declare the PCX in the CCs
-
Configure the PC hosts file (if there is no DNS server)
Note: the hosts file is located in c:\winnt\system32\drivers\etc
e.g:
10.19.1.3
node1
-
Configure the CCs
/Window/customize
-
Log in
Issue 03
-
User name: Administrator
-
Password: “alcatel”
Ref. CCD01003S01TEUS.doc
HOS. 7
All Rights Reserved © 2006, Alcatel-Lucent
69
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
4.
Switch the CCs from mono-site to multi-site by modifying the “CCs.ini” file. Test it
Go to the CCs installation directory (by default: C:\Program Files\Alcatel\A4400 Call center
supervisor), and edit the “ccs.ini” file
Modify the “Multi-site” parameter; switch the value from 0 to 1
HOS. 8
Ref. CCD01003S01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
70
Issue 03
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
5.
Switch the CCs from Full mode to Light mode by modifying the “CCs.ini” file. Test it
Go to the CCs installation directory (by default: C:\Program Files\Alcatel\A4400 Call center
supervisor), and edit the “ccs.ini” file
Modify the “CCsLight” parameter; switch the value from 0 to 1
What are the main difference between Full & Light modes?
With the CCs light, it’s impossible to:
-
create Excel statistic files
-
manage the pilots
-
manage the queue
-
manage the processing groups
-
open / close directions in the routing rule
-
open / close directions in the distribution rule
-
manage priorities in the routing and distribution rules
-
manage the system parameters (refresh period, …)
-
manage the emergency closure…
Issue 03
Ref. CCD01003S01TEUS.doc
HOS. 9
All Rights Reserved © 2006, Alcatel-Lucent
71
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
6.
Switch back the CCs from Light mode to Full mode by modifying the “CCs.ini” file.
Go to the CCs installation directory (by default: C:\Program Files\Alcatel\A4400 Call center
supervisor), and edit the “ccs.ini” file
Modify the “CCsLight” parameter; switch back the value from 1 to 0
HOS. 10
Ref. CCD01003S01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
72
Issue 03
NOTES
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Al c at el -Luc ent Universit y – ht t p s://www.b usinessp ar t ner.alcatel-lucent.c o m
73
NOTES
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74
Al c at el -Luc ent Universit y – ht t p s://www.b usinessp ar t ner.alcatel-lucent.c o m
Alcatel-Lucent OTCC Standard Edition
CCd management with Expert tool or mgr
PROCEDURE
OBJECTIVE
-
To learn how to manage a CCd Matrix using the Expert tool or mgr
Issue 04
Ref. CCD01001C01TEUS.doc
P. 1
All Rights Reserved © 2006, Alcatel-Lucent
75
Alcatel-Lucent OTCC Standard Edition
CCd management with Expert tool or mgr
PROCEDURE
1.
ACD prefix creation
Application
Expert tool
Tab
Path
/Translator /prefix plan
Action
Create
Number:
<choose a free number in the numbering plan>
Prefix meaning:
Local features
Local features:
ACD prefixes
Nota : This prefix is mandatory in order to be able to create CCd objects (pilot, queue…)
and is useful for agent features (log on, log off, wrap up, withdrawal…) when the
agent uses a set without display.
E.g.:
2.
ACD prefix
+1= withdraw
+2 =wrap-up
+3 = supervisor call
+5 = log-off
+6 = log-on
Management of the phone features COS
Application
Expert tool
Path
/Classes of service / Phone Features COS
Action
Review/Modify
Phone Features COS
Tab
<choose a number used by the CCd set>
PCX services
ACD prefixes
1 <to authorized the ACD prefix>
Nota : Processing group creation
P. 2
Ref. CCD01001C01TEUS.doc
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3.
Processing groups creation
3.1. Agent processing group creation
Application
Expert tool
Path
/Applications /CCd /Processing Group
Action
Create
Directory Number:
Tab
<choose a free number in the numbering plan>
Name:
Type:
Agent
Search mode:
Circular / search for longest idle / sequential
Rotation timer:
150 (15 sec)
Ringing supervision timer:
3000 (300 sec)
Ringing supervision Dir N°
Nota : Rotation timer: timer for unanswered calls set rotation within this P.G
Ringing supervision timer: timer after which the calls overflow to a ringing
supervision directory number
Ringing supervision Dir N°: can be a set, an attendant, a speed dialing number, a
PCX group…
3.2. Forwarding Processing group creation
Application
Expert tool
Path
/Applications /CCd /Processing Group
Action
Create
Directory Number:
Tab
<choose a free number in the numbering plan>
Name:
Type:
Forwarding
Forwarding Dir N°:
Directory number to which incoming calls to this P.G are
routed.
Nota : Possible Forwarding Dir N° are: set, agent, supervisor, attendant, attendant
group, speed dialing number, pilot, voice mail, PCx group…
Issue 04
Ref. CCD01001C01TEUS.doc
P. 3
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3.3. Rerouting Processing group creation
Application
Expert tool
Path
/Applications /CCd /Processing Group
Action
Create
Directory Number:
Tab
<choose a free number in the numbering plan>
Name:
Type:
Re-routing
Voice directory number:
Number of the external resource to which calls arriving on
this P.G are routed. Possible numbers are: speed dialing
numbers, network number, routing number, …
Data directory number:
Address of the external resource used by the virtual
service in the case where the re routing directory number
used for call distribution via the telephone link is an ARS
prefix.
Possible value: a network call prefix
corresponding to a pilot on another node
In the case where the remote pilot directory number
(voice) is not an ARS prefix, this field must not be
completed (the previous parameter "Voice directory
number" is used by default).
3.4. Voice guide Processing group creation
Application
Expert tool
Path
/Applications /CCd /Processing Group
Action
Create
Directory Number:
Tab
<choose a free number in the numbering plan>
Name:
Type:
Voice guide
Guide number:
Voice guide number to be broadcast to the callers
Guide timer:
Voice guide broadcast duration
Number broadcast:
Number of times that the voice guide will be broadcast
Nota : For the voice guide broadcast, the system uses either the duration or the number
of times
If both parameters are managed, the system uses the number of times.
P. 4
Ref. CCD01001C01TEUS.doc
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CCd management with Expert tool or mgr
4.
Queues creation
4.1. Normal waiting queue creation
Application
Expert tool
Path
/Applications /CCd /queue
Action
Create
Directory Number:
Name:
Type:
Distribution direction 0:
...
Distribution direction 29:
Wait queue superv. Timer:
Wait queue superv. Dir N°:
Traffic sampling period:
Max waiting time:
Tab
<choose a free number in the numbering plan>
Normal
<enter a processing group number >
3000 (300 sec)
5 mn (2mn min….15 mn max)
3000 (300 sec)
Nota : Wait queue superv. Timer:timer after which a call exits a queue and is routed to
the “wait queue superv. Timer Dir N°”
Wait queue superv. Timer Dir N°: Enter the directory Number to which a call is
switched when a call has been too long in a queue (set, agent, supervisor, speed
dialing, pilot,…)
Traffic sampling period: Enter the TSP value used to calculate the average waiting
period
Max waiting time: Enter the timeout duration (MWT) indicating that the waiting
queue is congested. This parameter is used to define the queue capacity.
Issue 04
Ref. CCD01001C01TEUS.doc
P. 5
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4.2. Intelligent overflow (Mutual Aid) queue creation
Application
Expert tool
Path
/Applications /CCd /queue
Action
Create
Directory Number:
Name:
Type:
Distribution direction 0:
...
Distribution direction 29:
Tab
<choose a free number in the numbering plan>
Intelligent overflow
<enter a processing group number >
Nota : Only Forwarding or rerouting processing groups can be connected to an
« intelligent overflow » queue
4.3. Redirection (Dissuasion) queue creation
Application
Expert tool
Path
/Applications /CCd /queue
Action
Create
Directory Number:
Tab
<choose a free number in the numbering plan>
Name:
Type:
Redirection
Distribution direction 0:
<enter a processing group number >
...
Distribution direction 29:
Nota : All processing groups types can be connected to a «redirection» queue
P. 6
Ref. CCD01001C01TEUS.doc
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CCd management with Expert tool or mgr
5.
Pilot creation
Application
Expert tool
Path
/Applications /CCd /pilot
Action
Create
Pilot directory number:
Tab
<choose a free number in the numbering plan>
Name:
Routing direction 0:
<enter a queue number >
...
Routing direction 19:
6.
Routing rule management
6.1. Routing rule creation
Application
Expert tool
Tab
Path
/Applications /CCd /Pilot /Pilot Rule Guide
Action
Create
Pilot Directory Number:
Pilot rule number:
Name:
< enter a pilot directory number >
0-29
Greeting (norm)
Normal mode
Intro / greeting guide number:
Intro / greeting guide timer:
Broadcast number:
70
100
0
Level 1 to 5(norm)
Parking voice guide in normal mode
Waiting time dependant table:
Directory N°:
Waiting guide:
Waiting guide Timer:
Broadcast number:
Auto Cut waiting guide:
< Advanced feature >
< Advanced feature, used for IVR or IAA >
Voice guide number
True / False
Level 6(norm)
Waiting time dependant table:
Directory N°:
Waiting guide:
Issue 04
< Advanced feature >
< Advanced feature, used for IVR or IAA >
76 (Voice guide number)
Ref. CCD01001C01TEUS.doc
P. 7
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Greeting (gfo)
Intro / greeting guide number:
Intro / greeting guide timer:
Broadcast number:
Level 1 to 5(gfo)
General forwarding mode
Waiting time dependant table:
<Advanced features, used for calls distribution
when the pilot is closed>
Directory N°:
Waiting guide:
Waiting guide Timer:
Broadcast number:
Auto Cut waiting guide:
Level 6(gfo)
Waiting time dependant table:
Directory N°:
Waiting guide:
Greeting (blocked)
Blocked mode
Intro / greeting guide number:
Intro / greeting guide timer:
Broadcast number:
<Advanced features, used for calls distribution
when the pilot is blocked>
Level 1 to 5(blocked)
Waiting time dependant table:
Directory N°:
Waiting guide:
Waiting guide Timer:
Broadcast number:
Auto Cut waiting guide:
Level 6(blocked)
Waiting time dependant table:
Directory N°:
Waiting guide:
Nota : If we want to configure only one waiting guide, we must configure the parking
guide level 6.
P. 8
Ref. CCD01001C01TEUS.doc
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CCd management with Expert tool or mgr
6.2. Routing rule configuration
Application
Expert tool
Tab
Path
/Applications /CCd /Pilot / Pilot Rule Direction
Action
Review / modify
Pilot directory number:
<Enter a pilot directory number >
Pilot rule number:
0-29
Routing direction 0 - 19
Queue directory number
Queue number (automatically displayed)
Priority (norm):
0 up to 9 (0 is the highest priority)
Queuing time handicap (norm):
<Advanced feature >
Direction Open (norm):
<To open or close the direction>
Priority (genfwd):
<Advanced feature>
Queuing time handicap (genfwd): <Advanced feature>
Direction Open (genfwd):
<Advanced feature>
Direction Open (blo):
<Advanced feature>
Used for blockage (norm):
<Define if this direction is a main direction, a pilot must
have one or several main direction>
Nota : That configuration is available if the pilot has one or several routing directions
configured in STEP 5. Indeed, in STEP 5, we have associated each pilot with
several queues
6.3. Routing rule assignment to a pilot
Application
Expert tool
Path
/Applications /CCd /pilot
Action
Review / modify
Pilot directory number:
Current pilot rule number:
Issue 04
Tab
<choose the pilot number managed in STEP 5 >
<enter the routing rule number, created in STEP 6 >
Ref. CCD01001C01TEUS.doc
P. 9
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7.
Distribution rule management
7.1. Distribution rule creation
Application
Expert tool
Path
/Applications /CCd /Distribution Rule
Action
Create
Rule Number:
Tab
< 0 to 29>
Rule name:
Active Rule:
Yes or No
Nota : The distribution rule is common to the whole CCd matrix. At a time, there is only 1
active CCd distribution rule. A distribution rule is not associated to a specific
queue or to a specific processing group.
7.2. Distribution rule: resource selection
Application
Expert tool
Tab
Path
/Applications /CCd /Distribution Rule /Resource selection configuration
Action
Review / Modify
Rule Number:
< 0 to 29 >
Queue Directory Number:
< enter a queue number created in STEP 4>
Distribution direction 0 - 29
Processing group Dir. No.:
< P.G number is displayed >
Resources selection priority:
< 0 to 9>
Handicap on LIT:
< Advanced feature>
Direction Open:
< True or False >
Nota : This management step is used to manage a priority. In this menu, all the
processing groups which have been associated to the queue in the STEP 4 will be
available.
P. 10
Ref. CCD01001C01TEUS.doc
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CCd management with Expert tool or mgr
7.3. Distribution rule: call selection
Application
Expert tool
Tab
Path
/Applications /CCd /Distribution Rule /Call selection configuration
Action
Review / Modify
Rule Number:
< 0..29 >
PG Directory Number:
< enter a P.G number created in STEP 3 >
Distribution direction 0 - 29
Queue Directory number:
Queue number (automatically displayed)
Call selection priority:
< 0 to 9, not available for dissuasion and mutual-aid>
Handicap on waiting time:
<Advanced feature>
Distribution threshold:
<Advanced feature>
Predictible Distri Threshold:
<Advanced feature>
Direction Open:
True or False
Nota : This configuration is available only if some waiting queues have been associated
to processing groups in STEP 4
8.
ACD authorized set (physical sets) creation
Application
Expert tool
Path
/Users
Action
Create
Tab
Directory number:
< enter a free directory number >
Shelf address:
ACT number
Board address:
Board number
Equipment address:
Equipment number
Set type:
4068, 4039, 4038, 4035T, 4004 or ANALOG
ACD station:
ACD authorized phone set
Issue 04
Ref. CCD01001C01TEUS.doc
P. 11
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9.
Agent station (virtual set) creation
Application
Expert tool
Path
/Users
Action
Create
Tab
Directory number:
< enter a free directory number >
Shelf address:
255
Board address:
255
Equipment address:
255
Set type:
4035T or 4068
ACD station:
Agent
Nota : If the ACD authorized set is a 4035 set fitted with a terminal adapter, the agent
station has to be a 4035T set
10.
Supervisor station creation
Application
Expert tool
Path
/Users
Action
Create
Tab
Directory number:
< enter a free directory number >
Shelf address:
255
Board address:
255
Equipment address:
255
Set type:
4035T, 4038, 4039 or 4068
ACD station:
Supervisor
Nota : If the ACD authorized set is a 4035 set fitted with a terminal adapter, the agent
station has to be a 4035T set
P. 12
Ref. CCD01001C01TEUS.doc
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CCd management with Expert tool or mgr
11.
CCd users (agent and supervisor) properties
Application
Expert tool
Tab
Path
/Applications /CCd /CCd users / CCd operations data management
Action
Review / modify
Directory number:
<Enter an agent or supervisor directory number >
Type of CCd user:
Agent / supervisor (automatically displayed)
Associated phone set:
Self- assignable agent:
True / False
Secret code expected:
True / False
Nota : Associated phone set: if agent is mobile, leave this parameter empty; if this agent
is fixed, enter to ACD authorized phone set on which the agent will log on
Self-assignable agent: if enabled, during the log on procedure, the agent will be
allowed to choose his processing group number(among the list of attachment)
Secret code expected: If enabled, this agent has to enter is secret code during the
log on procedure
12.
Attachment list for CCd users
Application
Expert tool
Tab
Path
/Applications /CCd/CCd users / CCd operations data management / List of
attachments
Action
Create
Directory number:
<Enter an agent or supervisor directory number >
Processing group number:
<Enter P.G directory number >
Preferential processing group:
Nota : An agent must be attached to a processing group to allow log-on attempts to this
processing group.
Preferential processing group: if managed, at log-on procedure, the agent will be
automatically assigned to this processing group ; A supervisor can’t have any
preferential processing group
Issue 04
Ref. CCD01001C01TEUS.doc
P. 13
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P. 14
Ref. CCD01001C01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
CCd matrix management
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to create a CCd matrix (pilots, queue, …)
MANAGEMENT
1.
Create the following CCd matrix
3X600
3X601
3X700
Normal
3X701
Mutual aid
3X702
Dissuasion
3X800
Agent PG
3X801
Forward PG
3X802
Voice guide
Declare:
-
The 2 pilots, the 3 waiting queues and the 3 processing groups (X=Node Number)
-
3 “ACD authorized” sets (3X000, 3X001, 3X002)
-
Two “agent” sets (N°: 3X500 and 3X501)
-
One “supervisor” set (N°: 3X502)
-
The agent 3X500 will be fixed (set 3X000) and self-assignable
-
The agent 3X501 will be mobile but not self-assignable
-
The agent 3X501 has a preferential processing group (3X800)
-
The secret code is not required to logon.
Issue 03
Ref. CCD01001H01TEUS.doc
HO. 1
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2.
Manage the routing & distribution rules:
-
In normal state, the pilot 3X600 is connected first to the normal waiting queue; this
one uses the agent processing group. In case of congestion, the mutual aid waiting
queue will be used. This waiting queue is connected to the forward processing group
(forward to the analog set 3X010)
-
In normal state, the pilot 3X601 is connected first to the normal waiting queue; this
one uses the agent processing group. In case of congestion, the dissuasion waiting
queue will be used. This dissuasion waiting queue is connected to the voice guide
processing group (use the default voice guide number 1).
3.
Logon the agents in the agent PG.
4.
Call the pilots from outside using the ISDN simulator:
-
-
Note:
HO. 2
prefix to dial out:
-
using the T2 line: #0X2
-
using the T0 line: #0X0
number to dial on the line:
-
for incoming calls on the T2 line: YYcr43XYYY
-
for incoming calls on the T0 line: YYcr53XYYY
X = node number, cr = classroom number, Y = any digit from 0 to 9
Ref. CCD01001H01TEUS.doc
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CCd matrix management
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to create a CCd matrix (pilots, queue, …)
Note:
in the example given, X = node number = 1
MANAGEMENT
1.
Manage the ACD prefix: go to “Translator / prefix plan / create”
2.
Manage the “ACD authorized” sets: go to “Users / Create”
-
Note:
Issue 03
Do this management for the sets 3X000,3X001,3X002
Create the right type of set according to the extensions available on your system.
Ref. CCD01001S01TEUS.doc
HOS. 1
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3.
Manage the “agent and supervisor sets”: go to “Users / create ”
-
Note:
HOS. 2
Do this management for the sets 3X500,3X501,3X502
choose the set type according to the OXE release and the licenses available on the
system
Ref. CCD01001S01TEUS.doc
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CCd matrix management
4.
Allow the “ACD prefix” use in the “ACD authorized” and in the “agents / supervisors” sets
phone C.O.S:
-
5.
Go to: “classes of service / phone features COS / Review/modify “
Manage the processing groups: go to “Applications / CCD / Processing groups / create”
Do this management for the PG 3X800,3X801,3X802
-
PG 3X800: PG type = agent
-
PG 3X801: PG type = forwarding
Issue 03
Ref. CCD01001S01TEUS.doc
HOS. 3
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-
6.
PG 3X802: PG type = voice guide ….
Manage the waiting queues: go to “Applications / CCD / Queue / create”
- Do this management for the queues 3X700,3X701,3X702
3X700 = Waiting queue type: Normal and declare the reachable processing groups (in this
example, the agent P.G)
3X701 = Waiting queue type: Intelligent overflow (= mutual aid) and declare the reachable
processing groups (in this example, the forwarding P.G)
3X702 = Waiting queue type: Redirection (= dissuasion) and declare the reachable
processing groups (in this example, the voice guide P.G)
HOS. 4
Ref. CCD01001S01TEUS.doc
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CCd matrix management
7.
8.
Manage the pilots: go to “Applications / CCD / Pilot / create”
-
Do this management for the pilots 3X600,3X601 and declare the queue which are
reachable for each pilot
-
Pilot 3X600 is linked with the queues 3X700 & 3X701
-
Pilot 3X601 is linked with the queues 3X700 & 3X702
Manage the routing rules:
-
In normal state, the pilot 3X600 is connected first to the normal waiting queue; this
one uses the agent processing group. In case of congestion, the mutual aid waiting
queue will be used. This queue is associated to the forwarding P.G
-
Go to: “Applications / CCD / Pilot / Pilot rule Guide / create ”
-
Specify the voice guides (greeting, parking voice guides) used by this pilot, according to
its state (normal, general forwarding, blocked)
Issue 03
Ref. CCD01001S01TEUS.doc
HOS. 5
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9.
HOS. 6
-
Go to: “Applications / CCD / Pilot / Pilot rule direction / review/modify ”
-
In this management menu, you can open or close a direction (towards a queue)
according to the pilot status (normal, general forwarding, blocked) and you can manage
the priority values
-
In this example, the pilot 34600 can use 2 queues (34700 and 34701)
-
The queue 34700 will be used first because of its priority value (0); in case of
congestion, the queue 34701 will be used (priority=1)
-
Do the same kind of management for the pilot 3X601 according to the lab requirement.
Routing rule assignment to the pilot
-
Go to “Applications / CCD / Pilot / review/modify” and assign the routing rule
managed previously to the pilot
-
Do the same management for the pilot 3X601
Ref. CCD01001S01TEUS.doc
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CCd matrix management
10.
Manage the distribution rules
-
In normal state, the pilot 3X600 is connected first to the normal waiting queue; this
one uses the agent processing group. In case of congestion, the mutual aid waiting
queue will be used. This queue is associated to the forwarding P.G
-
In normal state, the pilot 3X601 is connected first to the normal waiting queue; this
one uses the agent processing group. In case of congestion, the dissuasion waiting
queue will be used. This dissuasion waiting queue is connected to the voice guide
processing group
-
Go to: “Applications / CCD / Distribution rule / Create ”
-
Go to: “Applications / CCD / Distribution rule / resources selection configuration /
review/modify “
-
For each queue, open the direction and manage a resource selection priority
-
Queue 3X700 is linked to processing group 3X800, with a resource selection priority 0
-
Queue 3X701 is linked to processing group 3X801, with a resource selection priority 0
Issue 03
Ref. CCD01001S01TEUS.doc
HOS. 7
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HOS. 8
-
Queue 3X702 is linked to processing group 3X802, with a resource selection priority 0
-
Go to: “Applications / CCD / Distribution rule / Call selection configuration /
Review/modify ”
-
For the Agent processing group, manage the call selection priority, and check that the
direction is open
Ref. CCD01001S01TEUS.doc
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11.
Manage the CCd users properties
-
The agent 3X500 will be fixed (set 3X000) and self-assignable
-
The agent 3X501 will be mobile but not self-assignable
-
The secret code is disable for both of them
Go to: “Applications /CCD/ CCD users / CCD operations data management /
Review/modify”
Do the management for the agent 3X501
Issue 03
Ref. CCD01001S01TEUS.doc
HOS. 9
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12.
Create the agents / supervisor attachment list
-
Go to: “Applications / CCD / CCD users / CCD operations data management / List of
attachments / Create “
-
The agent 34500 is allowed to log on in the processing group 34800
-
Do the same management for the agent 34501 and for the supervisor 34502
-
Don’t forget the manage a preferential P.G for the agent 34501
-
The matrix should be like that once an agent is logged:
HOS. 10
Ref. CCD01001S01TEUS.doc
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NOTES
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Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Local Hybrid Link
All Rights Reserved © 2006, Alcatel-Lucent
1
OBJECTIVES
To create a local hybrid link
To call pilots internally
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Local Hybrid Link
Ref. CCD01011P01TEUS
Issue 03
103
Local Hybrid Link
Overview
Purpose
The purpose is to call a pilot locally
Definition
The link is setup on a single node
The local hybrid link is declared:
toward a network different from the local network (adjacent network)
toward the local node (adjacent node)
Characteristics
It ‘s possible to configure up to 24 accesses per hybrid link
(30 channels per access)
2 accesses minimum have to be managed
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Local Hybrid Link
Ref. CCD01011P01TEUS
Issue 03
104
2
Local Hybrid Link
Overview
31002
Statistic Pilot
31500
Pilot
31001
31400
All Rights Reserved © 2006, Alcatel-Lucent
3
An internal user could call directly a pilot (routing pilot or statistic pilot) by dialing the pilot number
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Local Hybrid Link
Management
Local Hybrid Link
Create a logical link
Inter-Nodes Links / Logical Links (ABC-F)
Link Name
Link Type
Adjacent Node
Adjacent Network
Multi access hybrid link
: Loop
: Hybrid
: 1; local node number
: 15; network different from the local network
: YES
Create up to 24 accesses in this logical link
Inter-Nodes Links / Logical Links (ABC-F) / Hybrid Link Access
Link Name
: Loop
Access number
Signaling type
: 1 (1…24)
: B Channel
All Rights Reserved © 2006, Alcatel-Lucent
Note:
• Local hybrid link management
Adjacent Node: 1 => it is the local node
Adjacent Network: 15 => it is another number than the local network number
• In order to check your “network number” and your “node number”, go to:
System (review-modify)
- Node number: 1
- Network number: 0
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4
Local Hybrid Link
Management
Pilot parameters
Internal calls on routing pilots have to be enabled
Applications / CCd / pilot
ABC local call allowed: True
Note: in order to call locally statistic pilots, this feature must be validated in the
“routing pilot” parameters
All Rights Reserved © 2006, Alcatel-Lucent
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Alcatel-Lucent OmniTouch Contact Center Standard Edition – Local Hybrid Link
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Local Hybrid Link
Maintenance
Maintenance
It’s possible to visualize the status of the hybrid link by using the “hybvisu”
command
Usage:
hybvisu [-f] all
hybvisu [-f] link (2000-2099)
hybvisu [-f] node (0-99)
hybvisu [-f] link (2000-2099) access (1-24|all)
hybvisu [-f] node (0-99) access (1-24|all)
-f: full display
In case of trouble, it’s possible to reset the local hybrid link by using the
“rsthyb”command
Usage:
Reset access by access: rsthyb <distant node> <access number>
Reset all accesses: rsthyb <distant node> all
All Rights Reserved © 2006, Alcatel-Lucent
The node number is the distant node on which the link is declared
In case of local hybrid link, the node number is, of course, the local node
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6
Local Hybrid Link
Maintenance
Maintenance (example)
“hybvisu”command
Some information is available
Link number: 2000
Link name: hyb_link
Access type: B channel
Access state: UP
All Rights Reserved © 2006, Alcatel-Lucent
7
In this example, the local node is node number 2
So, this local hybrid link is declared toward the node 2
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Local Hybrid Link
Maintenance
Maintenance
The « local call » feature is free of charge
In « ACTIS » quotation tool, there is one parameter for this feature which is
used in order to size the call server memory
All Rights Reserved © 2006, Alcatel-Lucent
Local calls for OmniTouch
• Box checked: A pilot may be called locally, directly via its MCDU. This function requires that the CPU RAM capacity be
dimensioned.
• Box unchecked: A pilot cannot be called locally.
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8
Alcatel-Lucent OTCC Standard Edition
Set-up local call to pilot
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to setup pilot local call
MANAGEMENT
1.
Create the Hybrid Link
2.
Test the local call and check the supervision
Issue 04
Ref. CCD01011H01TEUS.doc
HO. 1
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111
Alcatel-Lucent OTCC Standard Edition
Set-up local call to pilot
HO. 2
Ref. CCD01011H01TEUS.doc
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Issue 04
Alcatel-Lucent OTCC Standard Edition
Set-up local call to pilot
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to setup pilot local call
MANAGEMENT
1.
Create the Hybrid Link.
-
Go to “Inter-Nodes Links / Logical Links (ABC-F)”
-
Adjacent node = your node number
-
Adjacent network = different from your network number
-
Go to “Inter-Nodes Links / Logical Links (ABC-F) / Hybrid Link Access”
Issue 04
Ref. CCD01011S01TEUS.doc
HOS. 1
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113
Alcatel-Lucent OTCC Standard Edition
Set-up local call to pilot
2.
-
Declare at least 2 accesses (B channel type)
-
Validate the “ABC calls” features on the pilot
-
Go to “Applications / CCD /pilot”
Test the local call and check the supervision
Run the “hybvisu” command
The “Main state” for the 2 accesses must be UP
Note:
HOS. 2
in case of trouble, reset the hybrid link by using the command “rsthyb node
number all”
Ref. CCD01011S01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
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Issue 04
NOTES
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Al c at el -Luc ent Universit y – ht t p s://www.b usinessp ar t ner.alcatel-lucent.c o m
Alcatel-Lucent OmniTouch Contact Center
Standard Edition
CCd configuration by using the CCs
All Rights Reserved © 2006, Alcatel-Lucent
1
OBJECTIVES
To known how to manage the CCs users (administrators and supervisors) with some rights
To manage the personal parameters of these users
To know the management possibilities of the CCd objects
To create and manage an agent Team
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CCd configuration by using the CCs
Summary
CCs users configuration
Personal and system parameters
Pilots configuration
Waiting queues configuration
Agents and other processing groups configuration
Agents configuration
Teams configuration
Super / hyper objects configuration
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCd configuration by using the CCs
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2
CCd configuration by using the CCs
User account
User account management
Up to 50 user accounts can be created per CCd
Users can be administrators or supervisors
An administrator:
Has full rights for distribution objects and can create another user (administrator or
supervisor)
Can modify supervisor rights
All Rights Reserved © 2006, Alcatel-Lucent
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CCd configuration by using the CCs
User account
User account management
The procedure to be followed to configure a supervisor is:
Create the supervisor
Specify his category (administrator/supervisor)
If he is not an administrator:
Select the objects for which he will have configuration rights.
Specify the objects for which he will have viewing/display rights only
In the “Configuration” menu, select “Supervisor rights”
All Rights Reserved © 2006, Alcatel-Lucent
Configuration rights: modification of configuration parameters ( pilots, waiting queues, processing groups, and so on...) The
configuration right give automatically the consultation right.
Consultation right: display of the configuration right and the real time information.
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CCd configuration by using the CCs
User account
User account management
Go to the CCs menu: Configuration / supervisors rights
All Rights Reserved © 2006, Alcatel-Lucent
5
First, a supervisor is created with a name and a password, this can only be done by an administrator.
Then the administrator allows him some rights on the CCd objects; these rights can be in consultation or in configuration.
In consultation, the supervisor can only view the management, he can’t modify anything.
So now the supervisor can make a log-in to the CCs with his name and his password.
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CCd configuration by using the CCs
Personal parameters
Personal parameters management
Go to the CCs menu: Configuration / personal parameters
All Rights Reserved © 2006, Alcatel-Lucent
"Monitoring Sampling Period (MSP)"
This is the duration during which the real time statistics are drawn up for the supervisor concerned. This period is a sliding scale
since it only concerns the last xx minutes. Select a value between 5 and 60 minutes.
"Language"
Each user can define the language in which he wants to work. Select the language via the list.
"Receive real-time data"
-Box checked: the user receives the data in real time.
-Box not checked: the user does not receive the data in real time (traffic and alarms). Used when the user outputs statistics or
carries out configuration without requiring real time states. The alarm windows are no longer displayed on screen.
"Change password"
-"Old password“: Enter the old password
-"Password (1 to 8 char)“: Enter the new password (1 to 8 characters). This is not case sensitive.
-"Confirm password“: Confirm the new password.
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CCd configuration by using the CCs
System parameters
System parameters management
Go to the CCs menu: Configuration / system
All Rights Reserved © 2006, Alcatel-Lucent
7
Real-Time refreshing period.
Define the rhythm to which the CCd sends actualization data to the CCs station, what condition Real-Time data refreshing
period:
- Agents state (conversation, ringing etc.)
- Pilots state (calls number in camp-on, calls number in conversation, etc.) - etc.
The advice value is to 3 seconds.
Real-Time refreshing period of circulars diagrams of pilots, etc. is equal to 10 times Real-Time refreshing period.
Statistic treatment period
That period corresponds to the duration on which the differed statistics calculations are carried out, in this way defining the
minimum granularity for the counters observations.
That data is not changeable by the Supervisor.
It is accessible only to the Administrator from the PABX.
Password.
If manage, to protect the privacy of the agents
Site: when the CCs is of multi-CCd type, the above values concern the login site. The whole modification of above values could
only be carried out by the login site.
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CCd configuration by using the CCs
Pilots
Pilots management
Go to the CCs menu: Configuration / pilot
Automatic wrap up
All Rights Reserved © 2006, Alcatel-Lucent
8
Select the pilot in the list by « name » or by « number ».
Possible WQs: pilot access to one or several waiting queues (20 max). Advice not to change.
Change pilot name:16 characters maxi. Display on the agent set when a call , coming from that pilot , arrives.
Pause between two calls: pause time between two calls, given to the agent after a communication come from that pilot. (Pause
«trade union»).
Duration of a Wrap-Up: time given automatically to the agent in order to allow him, after his communication, to carry out an
information work concerning his communication (Capture on informatic, etc.).
Language: To choose the language to display the guides.
Automatic Wrap-up >>>> Pilot
Pause Wrap-up >>>>>>> PG Agents
Idle Wrap-up >>>>>>> PG Agents
These different wrap-up can be started manually by the agents.
Eternal Wrap-up ( PG Agents):when an agent is in wrap up to his request, the wrap up can be maintained even if the agent
carries out phone operations (calls ...). At the conclusion of these operations, the agent comes back to the wrap up state until
that the wrap up duration is finished.
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CCd configuration by using the CCs
Pilots
Pilots management
Go to the CCs menu: Configuration / pilot
Pacman
All Rights Reserved © 2006, Alcatel-Lucent
9
Service level: Calls Percentage come from the pilot and having obtained a response in an inferior time to a certain duration,
(declared duration in the following heading).
Inf to. response time.: Counted duration at the conclusion of the overview guide listening, until to the agent unhooking. (waiting
queue sum + agent ringing).
« Pacman » changes of color in function of the « Service level » (Q.L)
PACMAN Colors:
Green (equal service level or superior to the fixed alert threshold for that pilot),
Yellow (Inferior service level to the fixed alert threshold for that pilot in being superior or equal to 0,8 times that threshold),
Red (Inferior service level to 0,8 times the fixed alert threshold for that pilot).
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CCd configuration by using the CCs
Pilots
Pilots management
Go to the CCs menu: Configuration / pilot
All Rights Reserved © 2006, Alcatel-Lucent
10
Alert threshold: define the edited pilots alerts in the « Alarms » window.
Max Conversation Duration.: Passed maxi time in ACD conversation.
During the conversation time measure, if the agent carries out a phone operation ( ex: call of a supervisor) the count is reseted,
then taken again.
Min conversation duration.:defines the minimum time of an agent conversation.
Wrap-up duration:wrap-up duration (automatic + manual) over which an alert is sent.
At the conclusion of the conversation, the agent has an automatic wrap-up duration, if that time is insufficient for him, he can
extend it in manual wrap-up, that the duration is defined to the level of the « processing Group ».
Efficiency:Percentage of the served calls number (having obtained a response or succeeded on an agent) in relation to the
incoming calls number.Calculated on the Monitoring Sampling Period (MSP) comes in addition to the service level.
If the pilot efficiency is inferior to that specified in the heading, an alert is sent.
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CCd configuration by using the CCs
Pilots
Pilots management
Go to the CCs menu: Configuration / pilot
Rule, Address or voice
guide of the pilot
according to its state
All Rights Reserved © 2006, Alcatel-Lucent
11
Possible states of the pilot:
- In service (normal functioning)
- General forwarding
- Blocked: accidental closure because there is no more resources to treat it.
The «closure addresses» define where the incoming calls have to be directed if the pilot is in « general forwarding » or in «
accidental closure » (blockage).
Those parameters are the following:
Rule: Indicates that the pilot uses a rule in general forwarding or blockage case.(the rules are a parameters group establishing
the calls distribution behavior).
Address: If we do not choose to use a rule or it is unavailable, the calls can be directed to a PABX address (Attendant, external
n°, etc.).
Guide: if you desire not to use a PABX address or if it is unavailable, the calls are directed to a voice guide.
Number of diffusion: N to choose how many time you want to display the guide
Duration: Listening duration of the corresponding guide.
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CCd configuration by using the CCs
Queue
Queue management
Go to the CCs menu: Configuration / queue & waiting room
All Rights Reserved © 2006, Alcatel-Lucent
12
Each waiting queue can access to one or several processing groups..
The processing group access depends on the waiting queue type. A « normal waiting queue » accesses to agents PG and to server
voice type PG, a « mutual aid waiting queue »to re-routing PG and to forwarding PG, a «dissuasion waiting queue » to all the PG
types.
Change queue name: Appears only to the level of supervision stations. It is useful to select that name according to the calls
treatment type of that waiting queue. (ex: mutual aid, dissuasion).
Type of queue: Normal, mutual aid, dissuasion and virtual.
Maximum Waiting-time: Maximum expected waiting threshold in the queue, over which that queue becomes the less priority.
The size of a waiting queue is defined by its max.camp-on and not by the calls number that it can contain. When a call appears,
the system calculates the expected camp-on. If the result is superior or equal to the maximum camp-on, the queue priority
becomes the weakest and the call is directed to another file.
Maximum Waiting Time Alert Treshold:camp-on duration over which a call causes the broadcasting of an alert to the level of the
alarm window.
Traffic Sampling Period (TSP.):period from which the system calculates the standard camp-on in the queue. Updated in
permanence. The correct value is obtained by successive adjustments, in using different values and in observing the sent alerts.
Shorter the period is, quicklier it reacts.
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CCd configuration by using the CCs
Queue
Queue management
Go to the CCs menu: Configuration / queue & waiting room
All Rights Reserved © 2006, Alcatel-Lucent
13
Queuing overflow
These parameters are only available for normal queues and waiting rooms.
“Address"
This is a PBX address (Attendant, external no., etc.) to which calls queued since a specific time (see next field) are distributed .
Enter the corresponding address (8 characters).
"Delay"
This time-out determines the delay after which the queued calls are distributed to the above mentioned address. Enter a
duration between 1 and 3276 seconds. If no value is entered (item left blank), there is no time-out. This duration can be higher
than the one specified in "Maximum waiting time". The difference between these two durations allows the supervisor to
intervene manually at the call distribution level (open queue, assign agents, etc.).
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CCd configuration by using the CCs
Agent processing group
Agent processing group management
Go to the CCs menu: Configuration / Processing group / PG agent
All Rights Reserved © 2006, Alcatel-Lucent
Selection frame of the PG Agents
Select the «Agents processing Group » concerned thanks to the list by name or by processing group number, according to the
button activation « Name » or the button « Number ».
Agents List Frame
Attached Agents. The agents in italics = supervisor agents.
Preferential PG:Group in which the agent is assigned in priority.
Order N°: give the order number used for the distribution of calls if the searching type is « sequential ».
To change that number, double click in the agent "N°"case.
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CCd configuration by using the CCs
Agent processing group
Agent processing group management
Go to the CCs menu: Configuration / Processing group / PG agent
All Rights Reserved © 2006, Alcatel-Lucent
15
Searching type: three searching types of the agent in the PG.
-The Longest Idle Time, -Sequential with fixed head, -Cyclic with turning head.
Force Headset: have the agents to work in automatic response mode?.
Withdrawal of the last authorized agent: has the last present agent in the group the right to put in withdrawal?.
Logon in withdrawal (Withdrawal setting after logon): when the agent connects himself in his group, is he automatically put in
withdrawal?.
Release of the forbidden call: If the box is checked, the agents from that group have not the right to release a call (the agent
has to wait for that the caller releases the first).
Eternal Wrap Up: If the box is checked,when an agent is in wrap up, the wrap up is maintained even if the agent carries out
phone operations (calls ...). At the conclusion of these operations, the agent returns to the state of wrap up until the wrap up
duration is finished. That parameter is active for all the wrap up types: Automatic, in pause and in idle. If the box is not
checked, the whole phone operation ends the wrap up session.
Duration of a wrap up in pause (sec.): it is the duration allocated to the agents of that group when they do a manual wrap up
while they are in the pause state. Value between 1 and 3276 seconds, or let empty (desactivated).
Duration of a wrap up in idle (sec.): it is the duration allocated to the agents of that group when they do a manual wrap up
while they are in the idle state. Introduce a value included between 1 and 3276 seconds, or let empty (desactivated).
New name of the PG Agent:allow to change the processing group name (16 characters max.).
Ringing rotating timer:ringing time of a set from the group before that the call does not overflow on another set of the same
group. The called set can be or not put in withdrawal after non-response.
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CCd configuration by using the CCs
Agent processing group
Agent processing group management
Go to the CCs menu: Configuration / Processing group / PG agent
All Rights Reserved © 2006, Alcatel-Lucent
16
Overflow on no reply ( sets from the PG).
Timer: Duration after which a presented call on the group with no reply, is transferred to an address from the PABX .
Address: Address from the PABX (Attendant, external n°, etc.) to which are directed the calls having waited for in ringing mode
on the group since a specified duration in the previous heading « timer ».
If no address is indicated, the call is re-inserted in the distribution and takes the higher priority direction (following PG, see
following WQ).
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CCd configuration by using the CCs
Agent processing group
Agent processing group management
Go to the CCs menu: Configuration / Processing group / PG agent
All Rights Reserved © 2006, Alcatel-Lucent
17
Alert/agent thresholds frame
These thresholds, set to the level of the group, concern alerts due to an agent from the group.
Ringing duration:ringing duration of a presented call on an agent from the group, over which an alert is sent.
Nb. of no-answers:calls number presented on an agent from the group and not having obtained response. Calculated on the
Monitoring Sampling Period (MSP). If during that period, the number is overpassed, an incident is sent.
Withdrawal duration:Withdrawal setting duration of an agent in the group over which an alert is sent.
Private conversation duration: Private conversation duration of an agent from the group over which an alert is sent.
The private conversations of agents are not taken into account by that time only when they are assigned in a group.
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Forward processing group
Forward processing group management
Go to the CCs menu: Configuration / Processing group / PG other
All Rights Reserved © 2006, Alcatel-Lucent
"Forwarding address"
This is a local address of the PBX to which the calls destined to this pilot are forwarded.
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CCd configuration by using the CCs
Rerouting processing group
Rerouting processing group management
Go to the CCs menu: Configuration / Processing group / PG other
All Rights Reserved © 2006, Alcatel-Lucent
19
"Rerouting address (voice)"
This is a PBX voice address corresponding to an external rerouting number (or an abbreviated number associated to an external
rerouting number), or to a private network number (or an abbreviated number associated to a private network number) to which
the calls destined for this group are directed. Enter the corresponding address. The address cannot overpass 8 characters. If
necessary, when the address has more that 8 characters, it has to be handled by a abbreviated number.
"Rerouting address (data)"
Available only if the protocol version is superior or equal to 31.
This field is optional. It is possible to configure it when a pilot's number (or an abbreviated number associated to a pilot) or an
ARS prefix (or an abbreviated number associated to an ARS prefix) is used for the voice address. Type in the directory number of
the private numbering plan.
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Voice guide processing group
Voice guide processing group management
Go to the CCs menu: Configuration / Processing group / PG other
All Rights Reserved © 2006, Alcatel-Lucent
"Guide Number"
This is the number of the guide to be listened to.
# diff."
Available with protocols 60 and over. This the number of times the guide is played. If this field is blank, then the duration
parameter hereafter is used.
"Guide Duration"
This is the duration in seconds during which the correspondent listens to the guide. Enter a value between 0.1 and 3276,7.
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CCd configuration by using the CCs
Agent
Agent management
Go to the CCs menu: Configuration / Agent
All Rights Reserved © 2006, Alcatel-Lucent
21
Agent Selection Frame
All the created agents are displayed in the list, whatever their group.
Available:only the agents non-declared to no processing group, display in the list.
Attached in…: The agents having the rights to work with a group , which the name is specified in the " Agents PG " zone ,display
in the list only. Preferred assign in …: The agents , being preferentially assigned to a group, that the name is specified in the
"Agents PG list »display only.
Pre-assigned / attached in…: the connected agents, non-assigned, and linked to a group which the name is specified in the "
Agents PG »list, display in the list. These agents can be supervisors (they can be affected without assigning themselves), or
agents having been unassigned from the group by a supervisor or no self-assignable agents connected without preferential PG.
Skills: ACR management.
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Agent
Agent management
Go to the CCs menu: Configuration / Agent
All Rights Reserved © 2006, Alcatel-Lucent
22
Category: Supervisor or Agent. Non changeable
Assigned to PG Agents:Indicates in real time the group in which the agent is assigned. If he is not affected, it displays « None".
Non changeable
Attachment Agents PG:Indicates the group in which the agent can affect himself or be affected by a supervisor during the
connection. To change the list, use the selection zones « ADD » and « DELETE », then click on the key «OK ».
You cannot withdraw a linking group to an agent already assigned in that group.
Agent State: Indicate in real time the agent state. (ex: withdrawal, connection without PG, disconnection, etc.). If the agent is
assigned, the group name is specified in the heading « Assigned to PG Agents ».Non changeable
Communication state: Indicate in real time the ACD communication state of the agent.(released, ACD ringing, etc.). If the agent
is not connected, nothing displays.Non changeable.
New name of the agent (16 characters max.).changing the agent name does not change his identity to the level of the
supervision station, so all the statistics will take into account data acquired under the old name.
New given name of the agent (16 characters max.).
Secret Code: The Supervisor can assign to the agent a new secret code in overwriting the first.
Password at log-on: has the agent to enter his secret code during the connection?. That function is used when the agent is
mobile or is not the only one to use his working set.
Self-assigning agent: During the connection, he selects his assignment in dialing the group directory number.
a) Self-assignable agent (decides himself in which PG he assigns himself)
b ) Non Self-assignable Agent:
- b1) Non Self-assignable and preferential (when the agent log himself, he is assigned to his preferential PG.
- b2) Non Self-assignable and non-preferential (the supervisor assigns him to one of PG).
Associated set N°: Indicates the N° of PRO-ACD associated set to the agent if he is fixed. If the agent is mobile, he has no
associated set and when he logs himself, he has to enter his agent number.
The button “Set..." opens a window giving the list of all the Pro-Acd sets and also the associated or logged set, associated
agents.
Preferred PG Agents:group name in which the agent is assigned during the connection.If the agent has no preferential PG,
"None" is displayed on the screen.
The two last parameters do not display to the screen if it matters of a supervisor agent.
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Agent
Agent management
Go to the CCs menu: Configuration / Agent
Force the Entry/Exit of
the agent in a PG
Cancel withdraw
Force the agent
Log-on/Log-off
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23
Key Force the Log-On/Force the Log-Off
The name of that key change according to the agent state.
If the agent is not connected, that key causes the connection and vice versa.
The operation is possible only if the agent is in the free state.
Key Enter/Exit from Agents PG
Allow to:
- Output an agent of the group. For that, click on the key (the agent becomes pre-affected).
- Input an agent in a group. Precise the group in the heading " Assignment Agents PG ", then click on the key (the agent is
assigned).
- Change the assignment of an agent. The agent being already assigned, precise the group in the heading "Assignment Agents PG",
then click on the key (the agent is re-assigned)
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CCd configuration by using the CCs
Team
Team management
The teams are composed by the supervisors
They are used to group together agents from different PGs in the same entity
and to observe common characteristics in real time
GT2
GT1
Team 0
All Rights Reserved © 2006, Alcatel-Lucent
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CCd configuration by using the CCs
Team
Team management
Go to the CCs menu: Configuration / Team
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25
Teams Configuration: Allow to the supervisor to create or change his personal teams of agents independently of their PG.
Current team: Teams management and their priorities.
Team: Teams name
Create: allow to create a new team
Delete: allow to cancel the selected team
New name: allow to name again the current team.
Information list: Information type which have to be displayed for each agent when one of the graphic mode of the window
« Real time state from one team" is selected.
Position: allow to change the type position of information selected in the »information list".
Add: contain all the information types associated to the agents. When one of his elements is selected, he is added to
the »Information lists".
Delete: allow to delete the elements of the « information list".
Selection of agents: allow by an action on the button « Add » and following the button state »All" , »Pre-assigned / attached
in...", to select the « Available Agents » .
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CCd configuration by using the CCs
Team
Team real time information
Go to the CCs menu: Real time / Processing group /PG agents/IVR/Team
All Rights Reserved © 2006, Alcatel-Lucent
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CCd configuration by using the CCs
Super Object/Hyper Object
Super Object/Hyper Object management
A Super Object is a set of objects of the same type, located on the same
site. They are only defined by an administrator
Hyper objects are only available with multi-sites CCs.
An Hyper-object is the extension of the super-object concept to objects
located on different sites.
The different Super/Hyper Objects which can be defined are:
A Super Pilot made up of pilots
A Super Queue made up of queues
A Super Agent Processing Group made up of Agents Processing Groups
A Super Other Processing Group made up of Other Processing Groups
A Super IVR Processing Group made up of IVR Processing Groups
A Super Filter made up of Filters (for ACR)
All Rights Reserved © 2006, Alcatel-Lucent
27
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CCd configuration by using the CCs
Super Object/Hyper Object
Super Object/Hyper Object management
The Super/Hyper Objects purpose is to be able to:
Display some real time information
Create some Excel statistics reports
The parameters of a super/hyper object are:
the name of the super/hyper object
the objects that constitute them
Limits:
100 super / hyper objects at all
25 super / hyper objects of each type
20 objects per super object
25 objects per hyper object
All Rights Reserved © 2006, Alcatel-Lucent
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CCd configuration by using the CCs
Super Object/Hyper Object
Super/hyper objects management
Go to the CCs menu: Configuration / Super or hyper objects
All Rights Reserved © 2006, Alcatel-Lucent
29
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCd configuration by using the CCs
Ref. CCD01004P01TEUS
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CCd configuration by using the CCs
Super Object/Hyper Object
Super/hyper objects real time information
Go to the CCs menu: Real time / Pilots (e.g for a super pilot)
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCd configuration by using the CCs
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30
Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to manage CCd objects via the Contact Center Supervision management tool
MANAGEMENT
1.
Create 2 new user accounts
1.1. An administrator (name:“admin”; password: “admin”) who has all rights
1.2. A supervisor (name:“superv”; password: “superv”) who has:
-
Configuration rights for the pilot 3X600, the queues 3X700 & 3X701, and the
processing groups 3X800 & 3X801
-
Consultation rights for the pilot 3X601, the queue 3X702, and the processing
group 3X802
2.
Change the CCs language and modify the MSP value?
What is the MSP purpose?
3.
Modify the pilot 3X600 name: “hot line” will be the new name. Modify the pause timer (15
sec). What is the pause timer purpose?
4.
Modify the pilot 3X601 name: “Training” will be the new name
Modify the service level. 85% of the calls must be answered within 15 sec.
What is the S.L purpose?
5.
For the normal waiting queue, we would like to define the queue capacity.
If the expected waiting time is upper than 45 sec, the call has to be routed to the next
direction.
We would like to manage the queuing overflow.
When a call is waiting in the waiting queue more than 1 mn, this call will overflow to the
set 3X010
Test the queuing overflow.
Issue 03
Ref. CCD01004H01TEUS.doc
HO. 1
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
6.
In the agent processing group, we would like to manage the following features: type of
search: MIT; how does it work?
All agents are allowed to activate the withdrawal; how to manage this feature?
-
When a call is established between a caller and an agent, only the caller is authorized
to release the call. Which parameter has to be managed?
-
When a call arrives to the agent processing group, one agent will be rung, if this agent
doesn’t answer before 25 sec, the call will be presented to the next agent
-
We would like to manage the overflow on no reply.
-
After 50 sec, if no agent answers the call, the call will exit the processing group and
will be routed to the set 3X010.
-
Test it.
7.
In the voice guide processing group, we would like to broadcast 2 times the voice guide
number 1; we don’t want to take into account the voice guide duration.
8.
For the agent/supervisor , we would like to modify the current management as follows:
Agent 3X501 has to enter his secret code for the log-on/log-off procedure
Agent 3X500 switches from fixed to mobile and has a preferential PG (3X800)
Supervisor 3X502 has a preferential PG and is self-assignable; is it possible?
Test the agent log-on / log-off from the CCs
Test the agent entry / exit from/to a PG
9.
Manage a team (team 0) which contains the agents 3X500 and 3X501.
What is the purpose of a team?
Check the real time information of the team.
10.
Manage a hyper pilot (Hyper pilot 0) which contains the pilots 3X600 and 3X601.
What is the purpose of a superpilot/hyperpilot?
Check real time information of the hyperpilot.
HO. 2
Ref. CCD01004H01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to manage CCd objects via the Contact Center Supervision management tool
MANAGEMENT
1.
Create 2 new user accounts
1.1. An administrator ( name:“admin”; password: “admin”) who has all rights
Go to: Configurations / supervisor rights
Issue 03
Ref. CCD01004S01TEUS.doc
HOS. 1
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
Declare the “admin” account as an administrator
All consultation/configuration rights are assigned automatically to the administrator.
1.2. A supervisor (name:“superv”; password: “superv”) who has:
-
Configuration rights for the pilot 3X600, the queues 3X700 & 3X701, and the
processing groups 3X800 & 3X801
-
Consultation rights for the pilot 3X601, the queue 3X702, and the processing
group 3X802
Go to: Configurations / supervisor rights
HOS. 2
Ref. CCD01004S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
Declare the “superv” account as a supervisor and assign the configuration rights for
the pilot 3X600, the queues 3X700 & 3X701, and the processing groups 3X800 & 3X801
Don’t forget that the consultation right is included in the configuration right
Issue 03
Ref. CCD01004S01TEUS.doc
HOS. 3
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
Assign the consultation rights for the pilot 3X601, the queue 3X702, and the
processing group 3X802
HOS. 4
Ref. CCD01004S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
2.
Change the CCs language and modify the MSP value?
What is the MSP purpose?
Go to: Configuration / personal parameters
MSP is the duration during which the real time statistics are drawn up for the supervisor
concerned. This period is a sliding scale since it only concerns the last xx minutes. ( value
between 5 and 60 mn)
Issue 03
Ref. CCD01004S01TEUS.doc
HOS. 5
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
3.
Modify the pilot 3X600 name: “hot line” will be the new name
Modify the pause timer (15 sec)
Go to: Configurations / pilot
“Pause between two calls" parameter is the pause between two calls, granted to the agent
after a communication from this pilot. The value, expressed in seconds, must be between
1 and 3276. To delete the pause between calls, enter none value '.
4.
Modify the pilot 3X601 name: “Training” will be the new name
Modify the service level. 85% of the calls must be answered within 15 sec
The service level is the percentage of calls from the pilot that have obtained a reply within
a time below a certain duration. The service level is calculated on the monitoring sampling
period (MSP)
HOS. 6
Ref. CCD01004S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
5.
For the normal waiting queue, we would like to define the queue capacity.
If the expected waiting time is upper than 45 sec, the call has to be routed to the next
direction.
We would like to manage the queuing overflow.
When a call is waiting in the waiting queue more than 1 mn, this call will overflow to the
set 3X010
Go to: Configurations / queue & waiting room
Issue 03
Ref. CCD01004S01TEUS.doc
HOS. 7
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155
Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
6.
In the agent processing group, we would like to manage the following features:
Type of search: MIT
All agents are allowed to activate the withdrawal; how to manage this feature?
When a call is established between a caller and an agent, only the caller is authorized to
release the call. Which parameter has to be managed?
When a call arrives to the agent processing group, one agent will be rung, if this agent
doesn’t answer before 25 sec, the call will be presented to the next agent
We would like to manage the overflow on no reply.
After 50 sec, if no agent answers the call, the call will exit the processing group and will
be routed to the set 3X010.
Test it.
Go to: Configurations / Processing group / PG agent
HOS. 8
Ref. CCD01004S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
7.
In the voice guide processing group, we would like to broadcast 2 times the voice guide
number 1; we don’t want to take into account the voice guide duration.
Go to: Configurations / processing group / PG others
Issue 03
Ref. CCD01004S01TEUS.doc
HOS. 9
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
8.
For the agent/supervisor , we would like to modify the current management as follows:
Go to: Configurations / agent
Agent 3X501 has to enter his secret code for the log-on/log-off procedure
Agent 3X500 switches from fixed to mobile and has a preferential PG (3X800)
Supervisor 3X502 has a preferential PG and is self-assignable; is it possible?
A supervisor can’t have any preferential PG and is self-assignable by default (always)
HOS. 10
Ref. CCD01004S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
9.
Manage a team (team 0) which contains the agents 3X500 and 3X501
Go to: Configurations / team
The purpose of a team is to be able to display real time information of agents who can
belong to different PG.
For real time information concerning the team, go to: Real time / Processing group /
PGAgent/IVR/team
Issue 03
Ref. CCD01004S01TEUS.doc
HOS. 11
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Alcatel-Lucent OTCC Standard Edition
CCd configuration using the CCs
10.
Manage a hyper pilot (Hyper pilot 0) which contains the pilots 3X600 and 3X601
What is the purpose of a superpilot/hyperpilot?
Go to: Configurations / hyper objects (or super objects in monosite mode)
Check real time information of the hyperpilot.
Go to: Real time / pilot
The purpose of a super/hyperpilot is to be able to display real time information concerning
a set of pilots, and to be able to create some Excel statistic reports concerning these
different pilots gathered in a super/hyperpilot
HOS. 12
Ref. CCD01004S01TEUS.doc
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Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Call Flow management via CCs
All Rights Reserved © 2006, Alcatel-Lucent
1
OBJECTIVE
To manage the Routing & the distribution rules with the CCsupervision
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Call Flow management via CCs
Ref. CCD01005P01TEUS
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Call Flow management via CCs
Routing rule
Routing rule
Routing rules are used to associate pilots and queues
One pilot can be linked maximum with 20 queues
When managing routing rules, some parameters have to be taken into
account:
Call routing priority value
Open / closure of directions
Main directions (used for blockage mode)
30 rules can be defined for each pilot
but only one rule is active at a time
Rules can be activated
manually (by using the CCs or mgr)
automatically, by using the CCs calendar
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Call Flow management via CCs
Ref. CCD01005P01TEUS
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2
Call Flow management via CCs
Routing rule
Routing rule: define the queues reachable from the pilot
Configurations / Pilot
1
Up to 20
Routing
directions
2
Call routing
behavior
according to
pilot status
All Rights Reserved © 2006, Alcatel-Lucent
3
1) Define the routing directions of the pilots
The queues must be created previously with mgr.
This management can be done with « Mgr » Application/CCd/Pilot/Pilot_directoy_nb
Routing Direction 0: Enter the Directory Number of the queue to which the calls of this pilot are directed.
2) Allows the routing in case of blockage or forwarding or emergency closure status of the pilot.
Rule in case of “Standard General forwarding” status: It is possible to route calls in regard of rules
This management can be done with « Mgr » Application/CCd/Pilot/Pilot_directoy_nb/
- general forwarding on rule: False / true
Rule in case of “blockage” status: It is possible to route calls in regard of rules
This management can be done with « Mgr » Application/CCd/Pilot/Pilot_directoy_nb/
- Blocked On Rule: False / true
Blocked On Rule: Enter True is the pilot rule is used when the pilot enters in a blocked state.
On creation of the pilot, this attribute does not appear and the value is False (as it is considered to be closed because there are
no routing directions created with other elements).
The initialization value is False.
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Call Flow management via CCs
Routing rule
Routing rule
Call routing behavior according to pilot status (blockage or general
forwarding modes):
Either a routing rule is used (see following pages)
Or no rule is used; in that case, the system uses:
First an address (directory number) if managed
Or a voice guide (specify the V.G number, the number of broadcast or the duration)
All Rights Reserved © 2006, Alcatel-Lucent
4
"Closure addresses"
A pilot can have several states which are: in service (normal operation), general forwarding, and blocked (accidental closure as
there are no more resources to process it).
The closure address defines the parameters required in the case where the pilot is in "Standard General forwarding", in
"Blockage" or in "Emergency closure". These parameters are as follows:
"Rule"
(Excepted for "Emergency closure").
The rules are a set of parameters determining the behavior of call distribution. During operation, a calendar system activates the
rules according to the current date and time. Check the box to indicate whether the pilot uses a rule in the case of general
forwarding or blockage.
« Address »
If you decide not to use a rule or if it is not available, the calls can be directed to a PBX address (Attendant, external no., etc.).
Enter the corresponding address (8 characters). If you do not want to use a PBX address, leave the item empty.
"Voice guide #"
If you decide not to use a PBX address or if it is not available, the calls are directed to a voice guide. Enter the number of the
guide. This entry is mandatory.
"# diff."
It is the number of time the guide will be played. If this value is empty, then the duration parameter hereunder is used.
"Duration"
This is the playback duration of the corresponding guide. Enter a value between 0.1 and 3276.7 seconds.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Call Flow management via CCs
Ref. CCD01005P01TEUS
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Call Flow management via CCs
Routing rule
Routing rule (for normal and blockage on rule modes)
Call Flow mgt / Call Routing (“normal mode” tab)
Select the pilot
Create routing rules (30 maximum)
Define the routing parameters:
Open/close directions (for normal and blocked pilot)
Manage the routing priority value
Declare the « Main direction »: a pilot is blocked when all directions declared as main
directions are blocked
2
1
3
All Rights Reserved © 2006, Alcatel-Lucent
5
1) Select the pilot in the list (This management can be done with « Mgr » CCd/Application/Pilot /Pilot_name)
2) Select the active Rule or create a new one (This management can be done with « Mgr »
CCd/Application/Pilot/Pilot_name/Current Pilot Rule Number)
Current Pilot Rule Number: Indicates the number of the current rule that is active for this pilot
3) Select the normal mode (It possible to allow to route calls when pilot is blocked or forwarded)
Main direction: The status of this direction will change the pilot status (Open or Block).
This parameter can be managed with Mgr CCd/Application/Pilot/Pilot_name/Pilot Rule Direction/Used for blockage (norm)
Used for blockage (norm): enter True if the pilot - queue direction is taken into account for estimating the blockage for this rule
in normal.
For Pilot Normal: Open the direction when the pilot is in Open Mode
This parameter can be managed with Mgr CCd/Application/Pilot/Pilot_name/Pilot Rule Direction/Direction open (norm)
Direction open (norm):In normal distribution mode:
- True for this rule, the pilot - queue direction is open.
- False for this rule, the pilot - queue direction is closed.
For pilot Blocked: Open the direction when pilot is in Open Mode
This parameter can be managed with Mgr CCd/Application/Pilot/Pilot_name/Pilot Rule Direction/Direction open (Blo)
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Call Flow management via CCs
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Call Flow management via CCs
Routing rule
Routing rule (for general forwarding mode on rule)
Call Flow mgt / Call Routing (“Fwd Mode” tab)
Select the pilot
Create routing rules (30 maximum)
Define the routing parameters:
Open/close direction (for general forwarding pilot status)
Manage the routing priority value
2
1
3
All Rights Reserved © 2006, Alcatel-Lucent
1) Select the pilot in the list (This management can be done with « Mgr » CCd/Application/Pilote/Pilote_name)
2) Select the active Rule or create a new one (This management can be done with « Mgr »
CdD/Application/Pilote/Pilote_name/Current Pilot Rule Number)
3) Open the direction for the forwarding mode (This management can be done with « Mgr »)
Applications /CCd/Pilot/Pilot Rule Direction/Direction Open (genfwd)
Direction Open (genfwd): In general forwarding distribution mode:
- True for this rule, the pilot - queue direction is open.
- False for this rule, the pilot - queue direction is closed
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Ref. CCD01005P01TEUS
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6
Call Flow management via CCs
Routing rule
Routing rule: presentation guide and parking levels managements
Call Flow mgt / Call Routing (“Additional” tab)
Manage the presentation guide (according to the pilot status)
Specify the voice guide number, the number of broadcast or the duration
Manage the 6 parking levels (according to the pilot status); for each of them,
specify:
An Expected Waiting time Table (E.W.T) (feature explained in advanced course)
Or an address: CCivr or I.A.A (if E.W.T is not managed)
Or a voice guide number, the number of broadcast or the duration, and the “auto cut”
parameter (if E.W.T and CCivr/ I.A.A address are not managed)
All Rights Reserved © 2006, Alcatel-Lucent
7
The “additional” tab is composed of three management tables of waiting levels associated with state of the pilot: "Normal
Table", "Blocked Table" and "General Forward Table" .
Each table possesses the following elements
- A presentation Guide defined by its number, the number of time it is played, and length in time
- Six levels of waiting, themselves composed of the following fields.
* If a EWT Table is specified, the processing applied at this waiting level depends on the calculated expected waiting time
and on the EWT table. If no table is specified, the processing applied to this does not depend on the expected waiting
time, the call will be connected according to an address (IVR, automatic operator) or on a waiting guide according to the
parameters managed in this level.
* Address or call in line will be connected. This address may be either:
– Empty: no interactive queue for this level.
– A number of a PG IVR in queue (CCIvr)
– A number of an Integrated Automated Attendant
If the address is empty or not available, the next parameter (guide) will be used instead.
* Guide defined in the following manner:
- Number of the Guide. If the number of the guide is not present or not in service, the next waiting level will be taken
instead.
– Number of diffusions; if not filled, the Guide duration is used.
– Guide duration: interactive listening time.
– Authorization to cut: a call connected to a guide will be distributed as soon as a resource becomes available.
– Non-authorized to Cut: a call connected to a guide will not be distributed before the end of the listening time.
At level 6, only the guide number can be customized
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Call Flow management via CCs
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Call Flow management via CCs
Routing rule
Routing rule: presentation guide and parking levels managements
1
2
All Rights Reserved © 2006, Alcatel-Lucent
1) Select the pilot
2) Set the voice guide Nb for the presentation Guide and the park level voice guide.
This management can be done with Mgr
Applications/CCD/Pilot/Pilot Rule Guide/Pr_PresGuideNumber
Pr_PresGuideNumber:In the case of normal distribution, enter the number of the guide to be connected when a call is
presented on this pilot.The initialization guide number is 70 (no guide = 0)
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8
Call Flow management via CCs
Routing rule
Routing rule manual activation
From the CCs
Call Flow mgt / Call Routing
From “mgr” tool
Applications / CCD / Pilots
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Call Flow management via CCs
Routing rule
Routing rule automatic activation
From the CCs: Call Flow mgt / Call Routing (“calendar per pilot” tab)
1
4
2
3
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10
1) Select the pilot in the list
2) Define a time slice, rule number, Status of the pilot
3) It ‘s possible to copy time slice from one day to another one
4) Active the time slices
This management can’t be done with « Mgr »
Calendar of the pilot
The "Calendar per Pilot" tab is similar to a table containing the days of the week (Monday to Sunday) and hourly transitions (1 to
6). The calendar allows the ACD to operate automatically. Each transition ("Time" column) calls a call distribution rule ("Id"
column: identifier of the rule), and a pilot status ("Status" column, with 2 possible values: "Nor" for "Normal" or "Fwd" pour
"General forwarding"), used to adapt ACD capacity in line with time periods.
To avoid any abnormal operation, one transition and one rule at least must be created per week.
"Active Time Slices"
When this box is checked, it allows implementation of the calendar and hence the automatic operation of the ACD. In this case,
the background of the "Time" cell in the active transition is displayed in green. If the box is not checked, the active rule is the
last one selected by the calendar or by the supervisor.
"Copy one day"
This part of the window is used to copy all the transitions from one day to another day. The "From" list indicates the day used as
model, the "To" list selects the day receiving the new parameters. After choosing two days, click on the "Copy" key.
Note: After any modification in the calendar, the modification must be validated in order to be taken into account.
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Call Flow management via CCs
Routing rule
Routing rule automatic activation
It’s possible to manage a specific call routing behavior for special days
From the CCs:
Call Flow mgt / Call Routing
per pilot” tab)
(“calendar
All Rights Reserved © 2006, Alcatel-Lucent
11
The special calendar window comprises the following elements:
- a calendar used to select or de-select special days. A maximum of 50 special days can be defined per pilot. The selection/deselection of the days is carried out by clicking on the day. The days previous to the current day cannot be selected, however they
can be de-selected.
- a list of the special days defined by the calendar, this list includes the dates (day, month, year) and the corresponding day of
the week.
- a table of 6 transitions: of the day selected in the list of special days. The transitions are defined in the same way as in the
weekly calendar, using the "Add Time Step" button , and the "Delete transition" .
- The "Copy" and "Paste" buttons allow the user to copy the transitions from the selected day to another day.
- The "Import From" button allows the user to import the special days of the selected pilot. Note: the days are imported without
the associated transitions.
On opening the window, the special day of the current transition is selected if it exists.
The current transition or special day of the current transition cannot be deleted.
Note: It is recommended that you re-position the routing rule corresponding to the non-special mode at the end of the special
day.
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Call Flow management via CCs
Distribution rule
Distribution rule
Distribution rules are used to associate queues and processing groups
One queue can be linked maximum with 30 processing groups
When managing distribution rules, some parameters have to be taken into
account:
Open / closure of directions
Resource selection priority value
Call selection priority value…
20 rules can be defined for the whole system; but only one rule is active at a
time
Distribution rules are activated automatically, by using the CCs calendar
All Rights Reserved © 2006, Alcatel-Lucent
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Call Flow management via CCs
Distribution rule
Distribution rule: define the PG reachable by the queues
Configuration / Queue & waiting room
1
Up to 30
distribution
directions can be
defined
2
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13
1) Select the queue
2) Define the distribution directions of the queues.
The Processing group must be created previously with mgr
This management can be done with « mgr » Applications/CCd/Queue/Distribution direction 0
Distribution direction 0: Enter the Directory Number of the Processing Group (PG) defining distribution direction 0 between
the waiting queue and the processing group.
The Processing Groups must be created beforehand).
When the Processing Groups are created, the system verifies the existence of the processing group and the following Waiting
Queue
- Processing Group compatibilities:
- ''Normal'' type: Agent Processing Group (agent-supervisor),IVP Processing Group, Non-resident Processing Group
- ''Dissuasion'' type: Agent Processing Group (agent-supervisor), Forwarding Processing Group, Rerouting Processing Group,
Voice guide Processing Group, IVP Processing Group,
- »Mutual aid " type: Forwarding Processing Group, Rerouting Processing Group,
- ''Virtual'' type: Agent Processing Group, IVP Processing Group
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Call Flow management via CCs
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Call Flow management via CCs
Distribution rule
Distribution rule: resource selection management
Call Flow mgt / Call distribution (“Resource selection” tab)
Select a queue
Create or modify a distribution rule
Define the distribution parameters
Open / close directions
Manage the resource selection priority
Save the distribution rule
2
1
4
3
All Rights Reserved © 2006, Alcatel-Lucent
1) Select a queue in the list if you want to manage the resource selection mode This management can be done with mgr
Applications /CCd/Distribution Rule/Resource selection configuration
2) Open the distribution direction (Tick the direction)
This management can be done with mgr
Resource selection management
Applications /CCd/Distribution Rule/Resource selection configuration/Rules_nb/Queue Directory Number/Open Direction.
For each existing distribution rule, the following table appears for each of the 30 possible distribution directions . The
distribution directions are shown in their order of declaration in the queue
3) Save and activate the current rules
Applications /CCd/Distribution Rule/Active Rule
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Call Flow management via CCs
Distribution rule
Distribution rule: call selection management
Call Flow mgt / Call distribution (“call selection” tab)
Select a processing group
Create or modify a distribution rule
Define the distribution parameters
Open / close directions
Manage the call selection priority
Save the distribution rule
2
1
4
3
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15
1) Select a processing group if you want to mange the call selection mode..
Applications /CCd/Distribution Rule/Call selection configuration
2) Open the distribution direction (Tick the direction)
This management can be done with mgr.
Applications /CCd/Distribution Rule/Call selection configuration/PG Directory Number/Direction Open
For each existing distribution rule, the following table appears for each of the 30 possible distribution directions (0 to 9)
3) Save and active the current rules
Applications /CCd/Distribution Rule/Active Rule
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Call Flow management via CCs
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Call Flow management via CCs
Distribution rule
Distribution rule automatic activation
Call Flow mgt / Call distribution (“calendar” tab)
1
2
3
4
All Rights Reserved © 2006, Alcatel-Lucent
1) Add the time slice in the calendar (20 transitions maximum per day)
2) Copy the time slice from one day to another one
3) Manage special days if required (same principle than for the routing rule)
4)Save the calendar modification
Note:
It’s possible to activate manually the distribution rule by using “mgr” tool
Applications /CCd/Distribution Rule
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Ref. CCD01005P01TEUS
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16
Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to modify the call routing & the call distribution
MANAGEMENT
1.
The existing CCd matrix is the following one
The customer would like to modify the call routing and the call distribution.
He would like to add a new waiting queue (normal type) and a new agent processing group.
So, by using “mgr” or the “OmniVista 4760”, create a new normal waiting queue: 3X703
and a new agent processing group 3X803.
The agent 3X500 will be assigned to the PG 3X800
The agent 3X501 will be assigned to the PG 3X803
The supervisor will be able to log-on in both processing groups.
Issue 03
Ref. CCD01005H01TEUS.doc
HO. 1
All Rights Reserved © 2006, Alcatel-Lucent
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Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
2.
Call routing and call distribution for the pilot 3X600
In normal state:
-
the calls will be routed first to the queue 3X700 which is associated to the agent
processing group 3X800 (agent 3X500 is log-on)
-
in case of unavailability (congestion) of the first direction, the calls will be routed to
the queue 3X703 which is linked to the PG 3X803 (agent 3X501 is log-on)
-
if the two first directions are not available (congestion), the mutual aid queue (3X701)
will be used. This queue is linked to the forward PG 3X801 (forward to the Z set 3X010)
In blocked state: this pilot blockage status depends only of the status of the first direction
(waiting queue 3X700); if this direction is blocked, the pilot is blocked: what is the
management for that feature?
When the pilot is blocked:
-
the calls will be routed first to the queue 3X703 which is associated to the agent
processing group 3X801 (agent 3X501 is log-on)
-
in case of unavailability (congestion) of the first direction, the calls will be routed to
the dissuasion queue 3X702 which is linked to the voice guide PG 3X802 (voice guide
number 1)
In general forwarding state:
-
every day, from 00:00 to 08:00, from 12:00 to 13:30 and after 18:00, this pilot will be
in general forwarding status; in that case, the callers will hear 2 times the voice guide
number 689 (“our office is closed, please call back during opening hours, from 08:00 to
12:00 and from 13:30 to 18:00”)
Do the corresponding management
HO. 2
Ref. CCD01005H01TEUS.doc
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Issue 03
Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
3.
Call routing and call distribution for the pilot 3X601
In normal state:
-
the calls will be routed first to the queue 3X703 which is associated to the agent
processing group 3X803 (agent 3X501 is log-on)
-
in case of unavailability (congestion) of the first direction, the calls will be routed to
the queue 3X700 which is linked to the PG 3X800 (agent 3X500 is log-on)
-
if the two first directions are not available (congestion), the dissuasion queue (3X702)
will be used. This queue is linked to the voice guide PG 3X802 (VG number 1)
In blocked state: this pilot blockage status depends of the status of the two first directions
(waiting queues 3X700 and 3X703); if these 2 directions are blocked, the pilot is blocked:
What is the management for that feature?
When the pilot is blocked:
-
the calls will be routed to the set 3X011
In general forwarding state:
-
every day, from 00:00 to 07:00, from 12:00 to 13:00 and after 19:00, this pilot will be
in general forwarding status; in that case:
-
the calls will be routed to the mutual aid queue (3X701). This queue is linked to the
forward PG 3X801 (forward to the Z set 3X010)
Do the corresponding management.
Issue 03
Ref. CCD01005H01TEUS.doc
HO. 3
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Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
HO. 4
Ref. CCD01005H01TEUS.doc
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Issue 03
Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to modify the call routing & the call distribution
MANAGEMENT
1.
The customer would like to modify the call routing and the call distribution.
He would like to add a new waiting queue (normal type) and a new agent processing group.
So, by using “mgr” or the “OmniVista 4760”, create a new normal waiting queue: 3X703
and a new agent processing group 3X803.
Go to: Applications / CCD / Queue / create
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 1
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Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
Go to: Applications / CCD / Processing group / create
The agent 3X500 will be assigned to the PG 3X800 ; so by using the CCs:
-
HOS. 2
Go to configurations / agent
Ref. CCD01005S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
The agent 3X501 will be assigned to the PG 3X803; so by using the CCs:
-
Go to configurations / agent
The supervisor will be able to log-on in both processing groups; so by using the CCs:
-
Issue 03
Go to configurations / agent
Ref. CCD01005S01TEUS.doc
HOS. 3
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Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
2.
Call routing and call distribution for the pilot 3X600
In normal state:
-
the calls will be routed first to the queue 3X700 which is associated to the agent
processing group 3X800 (agent 3X500 is log-on)
-
in case of unavailability (congestion) of the first direction, the calls will be routed to
the queue 3X703 which is linked to the PG 3X803 (agent 3X501 is log-on)
-
if the two first directions are not available (congestion), the mutual aid queue (3X701)
will be used. This queue is linked to the forward PG 3X801 (forward to the Z set 3X010)
By using the CCs, you have to associate:
-
HOS. 4
the pilot 3X600 and the queue 3X703; so go to: Configurations / pilot
Ref. CCD01005S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
By using the CCs, you have to associate:
-
the queue 3X703 and the PG 3X803; so go to: Configurations / queue
Then, create a new routing rule or modify the existing one.
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 5
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Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
Using the CCs, go to “Call Flow mngt / call routing “ (“normal mode” tab)
In blocked state: this pilot blockage status depends only of the status of the first direction
(waiting queue 3X700); if this direction is blocked, the pilot is blocked: what is the
management for that feature?
It means that there is only 1 “MAIN DIRECTION”: the direction to the queue 3X700
When the pilot is blocked:
HOS. 6
-
the calls will be routed first to the queue 3X703 which is associated to the agent
processing group 3X801 (agent 3X501 is log-on)
-
in case of unavailability (congestion) of the first direction, the calls will be routed to
the dissuasion queue 3X702 which is linked to the voice guide PG 3X802 (voice guide
number 1)
-
By using the CCs, you have to associate:
-
the pilot 3X600 and the dissuasion queue 3X702; so go to: Configurations / pilot
Ref. CCD01005S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
Don’t forget to specify that the pilot blockage state uses a routing rule
Using the CCs, go to “Call Flow mngt / call routing “ (“normal mode” tab)
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 7
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Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
In general forwarding state:
-
every day, from 00:00 to 08:00, from 12:00 to 13:30 and after 18:00, this pilot will be
in general forwarding status; in that case, the callers will hear 2 times the voice guide
number 689 (“our office is closed, please call back during opening hours, from 08:00 to
12:00 and from 13:30 to 18:00
For that running mode, you have to:
-
specify that the pilot 3X600 general forwarding state doesn’t use any routing rule, but
uses a voice guide 689 (broadcast 2 times)
The voice guide 689 must be created in the OmniPCX Enterprise database
Go to: Configurations / pilot
-
HOS. 8
manage the CCs calendar
Ref. CCD01005S01TEUS.doc
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Issue 03
Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
Go to: “Call Flow mgt / call routing “ (“calendar tab)
Manage the distribution rule in order to associate the queues and the PG
Up to now, this rule is well managed for the queues 3X700,3X701, 3X702 and for the PG
3X800, 3X801 and 3X802;
So don’t forget to open the direction between the queue 3X703 and the PG 3X803
Go to: Configurations / Call distribution
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 9
All Rights Reserved © 2006, Alcatel-Lucent
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Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
3.
Call routing and call distribution for the pilot 3X601
In normal state:
-
the calls will be routed first to the queue 3X703 which is associated to the agent
processing group 3X803 (agent 3X501 is log-on)
-
in case of unavailability (congestion) of the first direction, the calls will be routed to
the queue 3X700 which is linked to the PG 3X800 (agent 3X500 is log-on)
-
if the two first directions are not available (congestion), the dissuasion queue (3X702)
will be used. This queue is linked to the voice guide PG 3X802 (VG number 1)
Add the queue 3X703 in the possible queues, for the pilot 3X601
In the CCs, go to: Configurations / pilot
Manage a routing rule for the pilot 3X601 in normal state
HOS. 10
Ref. CCD01005S01TEUS.doc
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Issue 03
Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
In the CCs, go to: “call flow mgt / call routing” (“normal mode” tab)
In blocked state: this pilot blockage status depends of the status of the two first directions
(waiting queues 3X700 and 3X703); if these 2 directions are blocked, the pilot is blocked:
what is the management for that feature?
It means that these 2 directions (3X700 & 3X703) are declared as MAIN DIRECTIONS
In the CCs, go to: “call flow mgt / call routing” (“normal mode” tab)
When the pilot is blocked:
-
Issue 03
the calls will be routed to the set 3X011
Ref. CCD01005S01TEUS.doc
HOS. 11
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Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
In the CCs, go to: Configurations / pilot
-
Don’t forget to specify that the blockage IS NOT on rule
-
Manage as blockage address the set 3X011
To test your management, log-off the agents 3X500, 3X501 (and also the supervisor 3X502
if he is log-on), check that the pilot is blocked; and when someone calls this pilot, the
caller will be routed to the set 3X011
In general forwarding state:
-
every day, from 00:00 to 07:00, from 12:00 to 13:00 and after 19:00, this pilot will be
in general forwarding status; in that case:
-
the calls will be routed to the mutual aid queue (3X701). This queue is linked to the
forward PG 3X801 (forward to the Z set 3X010)
Add the mutual aid queue (3X701) in the possible queues for the pilot 3X601, and specify
that the general forwarding state uses a rule
HOS. 12
Ref. CCD01005S01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
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Issue 03
Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
In the CCs, go to: “configurations / pilot”
Manage the routing rule for the general forwarding state
In the CCs, go to: “Call flow mgt / call routing” (“FWD mode” tab)
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 13
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Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
And manage the calendar
In the CCs, go to: “Call flow mgt / call routing” (“Calendar per pilot” tab)
Check that the distribution rule is well managed for the call distribution required by this
pilot
In the CCs, go to: “Call Flow mgt / call distribution”
HOS. 14
Ref. CCD01005S01TEUS.doc
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Issue 03
Alcatel-Lucent OTCC Standard Edition
Call flow management via the CCs
If you use the same distribution rule the whole week, you can manage only 1 time slice in
the calendar: it will be enough
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 15
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The new matrix is the following one:
HOS. 16
Ref. CCD01005S01TEUS.doc
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NOTES
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200
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Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Voice Guides
All Rights Reserved © 2006, Alcatel-Lucent
1
OBJECTIVES
To describe the static and dynamic voice guides
To describe the voice guides required in a CCd environment
To describe the boards used to broadcast voice guides
To describe the different voice guide formats
To describe the “Vgtransfer” tool
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
Issue 03
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Voice Guides
Overview
Voice guide overview
A voice guide comprises one or more voice messages.
The purpose of the voice messages is to assist users with phone operation
and/or provide users with information.
The CCd (Contact Center Distribution), integrated Automated Attendant and
many other phone features use voice messages
Types of voice messages
Voice messages may be:
Static: cannot be modified by the user:
Generic: compatible with generic numbering plans and offered in at least 6 different
languages for all countries.
Standard: adapted to a country with special requirements and/or a numbering plan differing
from the generic numbering plan.
Custom: to an area or company
Dynamic: modifiable, recorded by users and/or managers via a Reflexes set or the
AAS application
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
Issue 03
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2
Voice Guides
Overview
The Alcatel-Lucent OmniPCX Enterprise uses specific couplers for voice guides:
In case of crystal hardware
GPA2(1)
In case of common hardware
GD or GA(1)
All Rights Reserved © 2006, Alcatel-Lucent
3
(1) This board supports 2 Flash Card
(2) This board supports 2 Flash Card, 2 RAM Card or 1 of each type
(3) This board supports embedded Flash Eprom and RAM
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
Issue 03
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Voice Guides
Overview
Voice guides
According to applications present in the installation
Guides used for phone features
Guides used for Call Center Distribution
Music On Hold, etc..
Stored on different medias:
Flash Memory or RAM Memory (GA, GD, GPA2)
Multi-language possibility (8 languages maximum)
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
Issue 03
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4
Voice Guides
Hardware
Memory space and maximum number of simultaneous access
Simultaneous
accesses
RAM CARD on
PCMCIA slot
Flash CARD on
PCMCIA slot
Embedded
RAM (1)
Embedded
Flash Eprom (2)
GPA2
60
-
-
15 mn
4 x 12 mn
GD / GA
16
-
-
8 mn
4 x 8 mn
All Rights Reserved © 2006, Alcatel-Lucent
5
(1): GPA2, GD and GA boards support 1 RAM memory space available for 1 voice guide file.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
Issue 03
21
205
Voice Guides
VG Recording
Alcatel-Lucent Audio Station
Builds generic or standard voice guides
Creates specific (custom) voice guides
Accepts analog and/or digital sources
Prom
Audio Tape
Flash-Card
Floppy disk
Microphone
Audio CD / CD-ROM
Analog Sources
Digital Sources
All Rights Reserved © 2006, Alcatel-Lucent
6
The Alcatel-Lucent Audio Station (AAS) platform, structured around a PC with a sound board, lets you record personalized voice
guides as well as adding external music sources ( ex: CD ) and mixes them. After creating a series of voice guides, you can group
them and transfer -them directly onto the PABX (via ftp) or in a flash card or Eprom (4300 systems).
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
Issue 03
206
Voice Guides
VG Recording
Alcatel-Lucent Audio Station (next)
Recording Alcatel-Lucent Audio Station guides
Outputs on Flash-Card, Floppy disks, CD-ROM, File ...
Prom
FTP
Flash-Card
Call Server
Floppy disk
CD-ROM
All Rights Reserved © 2006, Alcatel-Lucent
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For further information on the AAS refer to the VOICE GUIDE PROGRAMMING STATION instructions
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
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Voice Guides
VG Recording
To create file including some messages using AAS
In AAS window, create a new project
Edit this new project
To record a message, Samples/Sound record
Download the wave file in the project
Compile the project (ex: formation.msk)
Transfer the file compiled using vg tools
All Rights Reserved © 2006, Alcatel-Lucent
The .wav files to be imported in a project must have these characteristics:
- sampling rate
8 khz
- sample size
16 bits
- channels
1 (mono)
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
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Voice Guides
VG Recording
Registering guides on the GPA2 and GA / GD boards
Call Server
System
Guides
4035+ IAK
/DHS3ext/vg/dhs
guide 1
guide 1’
guide 2
guide 3
guide 4
guide 4’’
etc...
^
^
^
Downloading
selected guides
Ram Memory
(GPA2 / Gx)
Hard Disk
Alcatel-Lucent Audio-station
(^)
selection (made per set or management)
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IAK (Internal Alphabetic Keyboard)
This keyboard is mandatory to give a name to the file registered from the set.
When the file ends with ^, it means that it has been selected and downloaded in at least one GPA board or GA/GD.
In the case of a several Media-Gateway configuration, it can be advantageous to duplicate active guides on several GPA, GA/GD
boards to reduce traffic between Media-Gateway.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
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21
209
Voice Guides
CCd Voice Guides
Voice guides in CCd environment
Couplers
Presentation guide,
Parking guides 1, 2, 3, 4, 5, 6
Dissuasion guide
General Forwarding guide
Blockage guide
Hold on music
GPA2
GD
GA
OmniPCX Enterprise
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
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Voice Guides
CCd Voice Guides
Voice guides in the CCdistribution application
These guides are managed in the called pilot
Greeting
voice guide
N°682
Voice guide
N°683
level 1
Voice guide
N°684
Voice guide
N°685
Voice guide
N°686
Voice guide
N°687
Voice guide
N°688
Mandatory
level 2
level 3
level 4
level 5
level 6
Hold on guide
Before parking timer Inter tone guide
Inter tone guide
All Rights Reserved © 2006, Alcatel-Lucent
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Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
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Voice Guides
VG Transfer Tool
“VgTransferTool” software
Start the installation of the tool with the setup.exe delivered on the voice
guides CD-ROM
All Rights Reserved © 2006, Alcatel-Lucent
The tool is compatible with: Windows 95, Windows 98, Windows Me, Windows NT4 and Windows 2000pro
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
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12
Voice Guides
VG Transfer Tool
Select the destination folder
All Rights Reserved © 2006, Alcatel-Lucent
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Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
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Voice Guides
VG Transfer Tool
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
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Voice Guides
VG Transfer Tool
Click on the icon “VG Transfer tool” on the desktop
Enter the IP@ of the e-CS
and select (Add host)
All Rights Reserved © 2006, Alcatel-Lucent
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Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
Issue 03
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Voice Guides
VG Transfer Tool
Connection to e-CS and guide type selection
Select e-CS and «connect»
Select the voice guide type
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
Issue 03
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16
Voice Guides
VG Transfer Tool
Transferring the voice guides
Select «Transfer» and wait
For the message «Transfer completed»
/DHS3ext/vgadpcm/flash/custo
m
All Rights Reserved © 2006, Alcatel-Lucent
17
Generic or standard voice guides: after the transfer, the voice guides are stored under: /DHS3ext/vgadpcm/flash/std in case of
common hardware and under: /DHS3ext/vg/flash/std in case of crystal hardware.
Custom voice guides: after the transfer, the voice guides are stored under: /DHS3ext/vgadpcm/flash/custom in case of common
hardware and under: /DHS3ext/vg/flash/custom in case of crystal hardware.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
Issue 03
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Voice Guides
VG Downloading
The voice messages are played from GD or GA boards, or GPA2, Z20VG, or CPU6
boards.
Two different voice message file formats are offered, depending on the
board used to broadcast them:
G711 to broadcast messages from:
GPA2 board
Z20VG board
CPU6 board
ADPCM 32 to broadcast messages from:
GD board with a virtual GPA board
GA board with a virtual GPA board
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
Issue 03
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Voice Guides
VG Downloading
Loading static voice messages, by using « VgTransfer » tool
Selecting generic messages
Generic files (one per language) are transferred to the Call Server hard drive:
To the directory /DHS3ext/vgadpcm/flash/std for ADPCM files
To the directory /DHS3ext/vg/flash/std for G711 files
Selecting standard messages
Standard files are transferred to the Call Server hard drive:
To the directory /DHS3ext/vgadpcm/flash/std for ADPCM files
To the directory /DHS3ext/vg/flash/std for G711 files
Selecting custom messages
Custom files are transferred to the Call Server hard drive:
To the directory /DHS3ext/vgadpcm/flash/custom for ADPCM files
To the directory /DHS3ext/vg/flash/custom for G711 files
These messages correspond to a specific requirement and/or numbering plan
specific to an area or client company
All Rights Reserved © 2006, Alcatel-Lucent
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Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
Issue 03
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Voice Guides
Static VG Management
In case of “generic, standard or custom” voice guide loading
/Shelf/Board/Voice Guide Index MG (for GD/GA boards)
Create
Shelf Address:
Board Address:
0
VG Item:
Voice Guide Language Index:
3
4 (1..4)
7 (1..8, MOH)
Vgadpcm.EN0
Flash of the Gx
Slot 1
Slot 2
Slot 3
Formation.msk
Slot 4
/System/Flash voice guide configuration
Review/Modify
Flash VG number:
Language choice:
Flash file:
7 (1..8)
French, English, …Specific flash VG file
formation.msk
All Rights Reserved © 2006, Alcatel-Lucent
Board Address
position of GD or GA board
VG Item
1 to 4 one of the four 2 Mbytes flash of the virtual GPA
Static Voice Guide Index
a language index or the MOH
The following indexes are managed by default for a French version:
1: French
2: English
3: German
4: Spanish
5: Portuguese
6: Italian
7: None
8: None
You don’t modify the language in system but in Static voice guides
The file name is limited up to 14 characters (extension included)
Note: the “flash file” parameter appears only for “specific flash VG file”
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
Issue 03
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Voice Guides
Static VG Management
In case of “generic, standard or custom” voice guide loading
/Shelf/Board (for GPA2, CPU6/2, Z20VG boards)
Create
Shelf Address:
0
Board Address:
Interface type:
9
GPA2 (e.g)
Voice guide language index:
Static voice guides index 2:
Static voice guides index 3:
Static voice guides index 4:
1..8, Music
1..8, Music
1..8, Music
1..8, Music
on
on
on
on
hold
hold
hold
hold
/System/Flash voice guide configuration
Review/Modify
Flash VG number:
Language choice:
Flash file:
7 (1..8)
French, English, …Specific flash VG file
training.msk
Note: the “flash file” parameter appears only for “specific flash VG file”
All Rights Reserved © 2006, Alcatel-Lucent
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Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
Issue 03
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Voice Guides
Dynamic VG Management
Dynamic voice messages
Dynamic voice messages are recorded (or modified) by the user:
On a 4035 or 4035IP or 4068 set
Via the AAS application (A dynamic message (if there is one) replaces a static
message with the same index number)
Whatever the board used, all dynamic messages are stored in the directory
/DHS3ext/vg/dhs
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
Issue 03
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Voice Guides
Dynamic VG Management
Declaring the couplers
Shelf/Board/create
Interface type: GPA2 / GD…
Declaring the DSPs of a GPA2 board
Shelf/Board/ GPA DSP program
Interface type: GPA2 / GD…
DSP configuration: VG + …
For recording and managing voice guides directly from a 4035 phone
1) Manage the prefix for accessing the menu
Translator/Prefix Plan/Creation
Local features: recordable voice guides
2) User access from the phone to the prefix
Classes of service/Phone features C.O.S
Recordable voice guide: 1
All Rights Reserved © 2006, Alcatel-Lucent
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Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
Issue 03
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Voice Guides
Dynamic VG Management
Management
Create the voice guide in the database
System/Voice guide
Voice guide No:
….
Function:
Voice guide start:
Single Message voice guide
non
Flash message for language 1:
750 (e.g)
Assigning messages
Each message that should be in a voice guide must be assigned to one or
more couplers
System/Dynamic Voice Guide/Assignment
VG Sub-message N°:
ACT Shelf-Board list:
750 (e.g)
0 -10
Follow the “voice guide recording” procedure
24
All Rights Reserved © 2006, Alcatel-Lucent
For adjusting recording gain from the 4035 UA phone, five levels are possible:
Level
0
1
2
3
4
Gain (in dB)
-5
-2,5
0
2,5
5
So you specify the parameter value:
- Voice guide recording gain via UA phone: the initial setting is 3 (or 2.5 dB)
If there is a failure during these operations (assigning, selecting, downloading the voice guide file), you can obtain the causes of
the failure from the menu indicated in the above path
Causes of failure
System/Dynamic Voice Guide/failure reason
List of error messages
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Voice Guides
Ref. CCD01006P01TEUS
Issue 03
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Alcatel-Lucent OTCC Standard Edition
Dynamic Voice Guide recording
PROCEDURE
OBJECTIVE
-
To learn how to record a dynamic voice guide by using an extension
PROCEDURE
After the board ( GPA2 , GD, GA…) creation, the DSP management, a dynamic voice message is
created in three steps:
-
The audio sequence is recorded from the set (after a message number has been created in
management).
-
The file is created (the audio sequence is assigned to the message number).
-
The file is downloaded to the Call Server
Issue 03
Ref. CCD01006C01TEUS.doc
P. 1
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Alcatel-Lucent OTCC Standard Edition
Dynamic Voice Guide recording
1.
Hardware declaration (example given with GPA2 board)
1.1. GPA2 board creation
Application
mtcl
Path
Shelf/Board/Creation
Parameters
Shelf Address: 0 to 99
Board Address: 0 to 27 (depends on shelf type)
Interface Type: GPA2
1.2. DSP management
Application
mtcl
Path
Shelf/Board/GPA DSP program/Creation
Parameters
Shelf Address: 0 to 99
Board Address: 0 to 27 (depends on shelf type)
Interface Type: GPA2
Configuration: VG+4 Detections+Tone
2.
or
VG+4 VAD+Tone
or
VG+2 Detections+2 VAD+Tone
or
VG+Conf.+3 Detections+Tone
or
VG+Conference+3 VAD+Tone
or
VG+Conf.+2 Detections+1 VAD+Tone
or
VG+Conf.+1 Detection+2 VAD+Tone
or
VG+2 Conferences+2 Detections
or
VG+ 2 Conferences+2 VAD
or
VG+2 Conferences+Detection+VAD
Create the Voice guide
Application mtcl
Path
System / voice guide / create
Parameters Voice guide n°: 866 (exemple)
Function: Single message voice guide
Flash message by language:
Flash message for language 1: 866 (example)
P. 2
Ref. CCD01006C01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Dynamic Voice Guide recording
3.
Allocate the voice guide to the GPA2 board
Application mtcl
Path
System / Dynamic voice guides / assignment / create
Parameters Voice guide sub-message N°: 866 (example)
ACT shelf-board list: 0-4 (GPA2 board address)
4.
Create or check the presence of the voice guide recording prefix
Application mtcl
Path
Translator / prefix plan
Parameters Number:<8 digits max>
Prefix meaning: local features
Local features: recordable voice guide
5.
Allow to the users type UA (4035T or 4037) or IP Touch (4038, 4039 or 4068) the possibility
to record the voice guide and enable the keyboard use
5.1. Filter a set of type 4035T, note down its phone facilities categories and enable its
alpha numeric keyboard.
Application mtcl
Path
Users
Parameters Directory n:
_____
Set type:
4035T, 4037, 4038, 4039 or 4068
Phone features COS :
0 (0..31)
Internal alphanum. Keyboard:
english
5.2. Update the user’s phone facilities category
Application mtcl
Path
Classes of service / Phone features COS / Review/modify
Parameters Phone features COS : 0 (0..31)
PCX services
Recordable voice guides: 1
Issue 03
Ref. CCD01006C01TEUS.doc
P. 3
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Alcatel-Lucent OTCC Standard Edition
Dynamic Voice Guide recording
6.
Record the voice guides
6.1. Dial the prefix to record the voice guide
Note:
The next pages show screens coming from a 4035T or 4037 type extension.
Although the IP Touch extensions screens are lightly different, the procedure
applies perfectly to them as well.
6.2. Choose the «record.» key on the set display
On set
Action
VG messages management: Main menu
Record. Downld
6.3. Specify the voice guide number and apply: e.g. 866
On set
Action
Recording of VG message nbr
Apply
: 866
Cancel
6.4. Check the available duration on the board and valid
On set
Action
Maximum recording duration
Apply
P. 4
: 506.9 sec
Ref. CCD01006C01TEUS.doc
All Rights Reserved © 2006 Alcatel-Lucent
228
Cancel
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Alcatel-Lucent OTCC Standard Edition
Dynamic Voice Guide recording
6.5. Record the message using START
On set
Action
Recording of voice guide nbr
Start
: 866
Cancel
6.6. Stop the recording
On set
Action
Recording of voice guide nbr
: 866
0:07
Cancel
Stop
6.7. Validate your message (after listening to it or/and recording it again)
On set
Action
Recording of voice guide nbr
Listen
Rstart
: 866
0:07
Apply
Cancel
6.8. Name the file stored on hard disk corresponding to your guide (e.g.: greeting)
On set
Action
Enter the file name: greeting
Apply
Issue 03
Delete
Rubout
Ref. CCD01006C01TEUS.doc
Back
P. 5
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Dynamic Voice Guide recording
6.9. Enter a memo (eg.: pilot1 greeting)
On set
Action
Enter the memo:
pilot1 greeting greeting
Apply
Delete
Rubout
Back
6.10. File creation
On set
Action
Patience: File creation in progress ..
«greeting» created for VG nbr: 866
Apply
6.11. Voice guide downloading on the board
On set
Action
Do you want to select this VG file ?
Yes
No
6.12. Off hook
P. 6
Ref. CCD01006C01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Voice guides management
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to record dynamic voice guides and to assign the dynamic voice guides to the
CCd matrix
MANAGEMENT
1.
In case of “crystal” hardware, create a GPA2 board, and its DSPs
In case of “common” hardware, the GD board is going to be used.
2.
Check that the prefix used to record the dynamic voice guide is present in the prefix plan
(Create it if it’s not). Allow the users to use it
3.
By using the procedure (dynamic voice guide recording), record for each pilot :
3.1. A greeting voice guide (“welcome to the …. Department…”)
3.2. A parking level 1 voice guide (“All agents are busy, please stay on the line”)
3.3. A parking level 2 voice guide (“we are going to answer you as soon as possible,
please stay on the line”)
3.4. A parking level 6 voice guide (a music on hold will be broadcast)
4.
Number
Greeting guide
Parking guide 1
Parking guide 2
Parking guide 6
3X600
700 / 1 time
701 / 1 time
702 / 1 time
703
3X601
710 / 1 time
711 / 1 time
712 / 1 time
713
By using the procedure (dynamic voice guide recording), record a voice guide for the “VG
PG” 3X802.
Voice guide N° 705 (“All agents are busy, please call again later”)
Issue 03
Ref. CCD01006H01TEUS.doc
HO. 1
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Alcatel-Lucent OTCC Standard Edition
Voice guides management
5.
Check the voice guides content by using the tone test prefix
6.
Check the presence and the selection of the files on the e-CS hard disk
HO. 2
Ref. CCD01006H01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Voice Guide management
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to record dynamic voice guides and to assign the dynamic voice guides to the
CCd matrix
MANAGEMENT
1.
In case of “crystal” hardware, create a GPA or a GPA2 board, and its DSPs
By using “mgr”, go to: “Shelf / board / create”
Then, declare the DSP, so go to: “Shelf / board / GPA DSP Program / create”
In case of GPA:
and:
Issue 03
Ref. CCD01006S01TEUS.doc
HOS. 1
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Alcatel-Lucent OTCC Standard Edition
Voice Guide management
In case of GPA2:
and:
In case of “common” hardware, the GD board is going to be used.
In that case, there’s nothing to manage.
2.
Check that the prefix used to record the dynamic voice guide is present in the prefix plan
(Create it if it’s not).
By using “mgr”, go to: “Translator / prefix plan / review/modify”
Allow the users to use it
Check the phone features COS of the set which will be used to record the voice guide ( “0
“ by default) and allow this prefix in this COS
Go to: “Classes of service / Phone features COS / Review/modify”
HOS. 2
Ref. CCD01006S01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
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Alcatel-Lucent OTCC Standard Edition
Voice Guide management
3.
By using the procedure (dynamic voice guide recording), record for each pilot:
3.1. A greeting voice guide (“welcome to the …. Department…”)
3.2. A parking level 1 voice guide (“All agents are busy, please stay on the line”)
3.3. A parking level 2 voice guide (“we are going to answer you as soon as possible, stay
on the line”)
3.4. A parking level 6 voice guide (a music on hold will be broadcast)
Number
Greeting guide
Parking guide 1
Parking guide 2 Parking guide 6
3X600
700 / 1 time
701 / 1 time
702 / 1 time
703
3X601
710 / 1 time
711 / 1 time
712 / 1 time
713
By using “mgr”, assign the following messages number (700, 701, 702, 703, 710, 711,
712 and 713) to the GPA/GPA2 or the GD
Go to: “System / Dynamic voice guides / assignment / create”
By using “mgr”, create the voice guides:700, 701, 702, 703, 710, 711, 712 and 713
and assign the messages recorded previously to these voice guides
By using “mgr”, go to: “System / voice guide / create”
Issue 03
Ref. CCD01006S01TEUS.doc
HOS. 3
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Alcatel-Lucent OTCC Standard Edition
Voice Guide management
When all these voice guides are recorded properly, assign them to the CCd matrix by
using the CCs
Go to: “Call flow mgt / Call routing” (Additional tab)
Select the pilot and assign the voice guides number
HOS. 4
Ref. CCD01006S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Voice Guide management
4.
By using the procedure (dynamic voice guide recording), record a voice guide for the “VG
PG” 3X802
Voice guide N° 705 (“All agents are busy, please call again later”)
Do the same management than previously (assign a message 705 to the GPA and associate
this message 705 to the Voice guide 705); record this message and assign it to the “Voice
Guide” PG by using the CCs
Go to: “Configuration / Processing group / PG others “
5.
Check the voice guides content by using the tone test prefix
When all voice guides are recorded, it’s possible to listen to them by dialing the “tone
test” prefix + the voice guide Number (4 digits)
Create the “tone test” prefix; go to: “translator / prefix plan / create”
Note:
Issue 03
don’t forget to allow it in the set phone features COS
Ref. CCD01006S01TEUS.doc
HOS. 5
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Alcatel-Lucent OTCC Standard Edition
Voice Guide management
6.
Check the presence and the selection of the files on the e-CS hard disk
Go to the directory “usr7/vg/dhs” (cd /usr7/vg/dhs) and use the “ll” command
HOS. 6
Ref. CCD01006S01TEUS.doc
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NOTES
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Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Agent Features Overview
All Rights Reserved © 2008, Alcatel-Lucent
1
OBJECTIVE
To describe the features Agent and supervisor
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
241
Agent Features Overview
Agent and Supervisor
Agent and supervisor sets
In a processing group, there are two different types of sets:
Supervisor set which can supervise several processing groups and can itself be part
of a processing group as an agent
Agents sets
Extension types
Agent: Analog, 4004, 4035, 4037, 4038, 4039 and 4068
Supervisor: 4035, 4038, 4039 and 4068
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
242
2
Agent Features Overview
Set functions
Set functions
The CCd system uses Alcatel-Lucent dedicated digital sets as well as
standard analog sets
The displays as well as the programmable and dynamic keys can be
customized on the agent sets and supervisor sets
The functions can be accessed:
By dialing prefixes for analog sets and Alcatel-Lucent 4003 and 4004 sets
Using the programmable keys and the dynamic keys associated with the
alphanumeric display for the Alcatel-Lucent 4035, 4038, 4039, 4068 sets
Let’s have a look to the most important features available by the agent or
supervisor sets…
All Rights Reserved © 2008, Alcatel-Lucent
3
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
Ref. CCD01007P01TEUS
Issue 01
243
Agent Features Overview
Log-on/Log-off function for the agent
Log-on/Log-off function for the agent
The log-on procedure allows an agent to inform the CCd system of his
physical presence on a workstation and as a result to ask for acceptance in
the call distribution mechanism handled by the CCd system
The log-on request is carried out using the dynamic ”LogOn” key (set with
display) or by dialing a prefix
The log-off procedure allows an agent to inform the CCd system of his
disengagement from the call processing process
The log-off request is carried out using the dynamic ”LogOff” key (or by
dialing a prefix).
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Agent Features Overview
Log-on/Log-off function for the agent
Log-on/Log-off function for the agent
During the “LogOn” procedure, the agent authentication implies that the
agent has to enter:
His agent directory number (except if this agent has an associated set)
The secret code (except if secret code is disabled by the management)
The processing group
If this is a self-assigning agent
If this agent has no preferred processing group
Agent attachment to a processing group is carried out by management. An
agent must be attached to a processing group to allow log-on attempts to
this processing group
All Rights Reserved © 2008, Alcatel-Lucent
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Agent Features Overview
Fixed / mobile agents
Fixed / mobile agents
Fixed agent means that the agent can only log on to the set with which he is
associated by management. There is no need to authenticate at the log-on.
Mobile agent means that the agent can log on from any authorized set.
Authentication is required in this case
Log-on
Log-on
Mobile agent
(or supervisor)
CCdistribution
extension
No CCd extension assigned to the agent
Association on log-on.
Fixed agent
(or supervisor)
The agent is associated with
the extension by management.
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
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CCdistribution
extension
6
Agent Features Overview
Self-assignable agent / preferred processing group
Self-assignable agent / preferred processing group
If an agent is declared as self-assignable in the management, it means that
during the log-on, he will be able to decide in which processing group he
wants to enter
Log-on
Processing groups
Log-on
Choice of PG on log-on
(otherwise entry in the preferred
group defined in management)
The manager can designate one and only one specific processing group to
which the agent will be automatically assigned on carrying out the log-on
operation ("Preferred Processing Group")
All Rights Reserved © 2008, Alcatel-Lucent
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Agent Features Overview
Log on procedure summary
Log on procedure summary
Logon
No
Fixed ?
Yes
Agent number
Secret code (option)
No
Self-assignable ?
No
Yes
CCsupervision
Preferred
PG ?
PG number
Yes
Pre assigned
Withdrawn
Assigned
All Rights Reserved © 2008, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Agent Features Overview
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Agent Features Overview
"Log-on/Log-off" function for the supervisor
"Log-on/Log-off" function for the supervisor
As for an agent, the supervisor set:
Can be fixed or mobile
May have to dial the secret code
By default a supervisor is self-assignable
A supervisor is attached to processing groups by management, but has no
preferred processing group
After the log-on, the supervisor can enter/leave the processing group using
the dynamic "Entry/Exit" key
3502
Supervisor Name
Entry
06/05/05
Qinfo
All Rights Reserved © 2008, Alcatel-Lucent
10:45
Logoff
9
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Agent Features Overview
Temporary withdrawal
Temporary withdrawal
Withdrawal allows an agent to withdraw temporarily from the processing
group in which he is present
The agent (or the supervisor) is then no longer taken into account for CCd
call distribution
3501 Available Agent
Withd
WrapUp
Superv
06/05/05
Qinfo
10:45
Logoff
Withdrawal is enabled or disabled on all types of set by dialing the
withdrawal prefix or by selecting the "Withd" dynamic key
All Rights Reserved © 2008, Alcatel-Lucent
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Agent Features Overview
Temporary withdrawal
Temporary withdrawal
Up to 9 different types of withdrawal (Coffee break, WC, Smoke…) can be
managed and are used for the statistics
6
Coffee
7
WC
8
Smoke
9
4
5
The agent who has temporarily withdrawn can still be called on his own
directory number for internal or external calls
By management, it is possible to inhibit at processing group level the
withdrawal of the last agent available
By management, an agent can be automatically withdrawn on entering in a
PG or after a call rotation phase
All Rights Reserved © 2008, Alcatel-Lucent
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Agent Features Overview
Wrap-up function
Wrap-up function
The wrap-up procedure allows an agent to carry out non telephone work
without being available neither for processing calls distributed by the CCd
system to his processing group, nor for other calls, whether personal, local or
external
All types of sets (analog or dedicated) allow an agent to switch to wrap-up
mode when he is logged-on.
Wrap-up is activated:
Either automatically at the end of the processing of each CCd call according to the
source pilot (management of the "Automatic WrapUp Timer" parameter at pilot
level)
Or manually by the agent when he is in a pause or idle phase by pressing the
“WrapUP” dynamic key
All Rights Reserved © 2008, Alcatel-Lucent
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Agent Features Overview
Wrap-up function
Wrap-up function
The agent controls his exit from wrap-up in the limit of the wrap-up timer
defined in the pilot (automatic wrap-up) or in the processing group (manual
wrap-up)
3501 Available Agent
Withd
WrapUp
Superv
06/05/05
Qinfo
10:45
Logoff
An agent in wrap-up phase can carry out all the operations he wishes.
However, an operation (outgoing call, selection of a dynamic or programmed
key, etc.) will cancel the wrap-up state (except "Qinfo" key activation) and
the agent will return to idle state at the end of the requested operation
All Rights Reserved © 2008, Alcatel-Lucent
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Agent Features Overview
Pause between calls
Pause between calls
The pause between calls is the period between two consecutive CCd calls on
a same set in a processing group during which the agent is switched to idle
state
The agent switches automatically to the pause status at the end of the wrap-
up timer
The pause timer can be managed or disabled at pilot level
Unlike wrap-up time, an agent in pause status can be reached for personal,
local or external calls. When one of these calls is released, the agent
switches to idle position
Note: the pause timer is completely reset following a manual wrap-up in
pause state
All Rights Reserved © 2008, Alcatel-Lucent
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Agent Features Overview
Agent status
Agent status - CCdistribution call chronology
ringing
Wrap-up in idle
(manual)
(pilot/caller/waiting time)
(group timer)
conversation
free
code
Wrap-up (automatic)
(pilot timer (possible cut-off))
Wrap-up in
pause
(manual)
Pause
(group timer)
(pilot timer)
All Rights Reserved © 2008, Alcatel-Lucent
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Agent Features Overview
Supervisor direct call
Supervisor direct call
An agent who is logged on and present can call directly one of the processing
supervisors for the group in which he is present
Supervisor direct call is available on all types of sets by dialing a prefix for
analog sets or by selecting the "Superv" dynamic key for sets with displays
3501 Available Agent
Withd
WrapUp
Superv
06/05/05
Qinfo
All Rights Reserved © 2008, Alcatel-Lucent
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10:45
Logoff
16
Agent Features Overview
Supervisor direct call
Supervisor direct call
This function can be accessed from idle state, wrap-up state, pause between
calls and from conversation for the Alcatel-Lucent 403x/4068 sets (in this
case, the call behaves like an enquiry call)
In all cases, the system searches for a logged-on supervisor with priority
given to those found in idle state and preferably the first logged-on
All Rights Reserved © 2008, Alcatel-Lucent
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Agent Features Overview
Waiting calls - queues status
Waiting calls - queues status
On the Alcatel-Lucent 403x /4068 dedicated sets, in idle, conversation,
automatic wrap-up, manual wrap-up or pause states, the ''Qinfo" dynamic
key is used to display the following information:
“WAI”: number of calls waiting in all queues serviced by the designated processing
group (value between 0 and 999 on the first line of the display),
"MAX”: call waiting time, with the longest actual waiting time, placed in one of the
queues serviced by the designated processing group (value between 0 minute 0
second and 59 minutes 59 seconds on the first line of the display),
“AVE”: average waiting time, calculated on the traffic sampling period (TSP) of the
queue containing the call with the longest actual waiting period (value between 0
minute 0 second and 59 minutes 59 seconds on the first line of the display).
The "FREE" (number of free agents), " WTHDR" (number of agents withdrawn) and
"BUSY" (number of busy agents) information items are available on the 2nd line of
the display
All Rights Reserved © 2008, Alcatel-Lucent
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Agent Features Overview
Waiting calls - queues status
Waiting calls - queues status
For the agent, the display corresponds to the processing group to which he is
assigned. For the supervisor controlling several processing groups, the system
requests indication of the number of the processing group to view after
selection of the "Qinfo" dynamic key
WAI = 0
FREE=1
MAX = 00:00
BUSY=1
AVE = 00:00
WTHD=0
CANCEL
This function is used to provide immediate information for the agents and
supervisors concerning changes in traffic and the actions to be taken
All Rights Reserved © 2008, Alcatel-Lucent
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Agent Features Overview
Headset function
Headset function
This facility is available on the Alcatel-Lucent 403x /4068
dedicated supervisor and agent sets and is used to
replace the telephone handset by a headset
It requires a "Headset" programmed function key
When the icon associated with the "Headset" programmed key is off, this means the
headset function is not active. Pressing this programmed key will validate the
headset function and light up the associated icon
When the headset function is validated, the "Mute/Inter'' fixed function key is used
to choose between manual answer and automatic connection
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Agent Features Overview
Monitoring by the supervisor
Monitoring by the supervisor
The following monitoring features are available from a supervisor set:
Discrete listening
Intrusion
Restricted intrusion
Permanent monitoring
To carry out a system monitoring request, the supervisor selects the "Listen-
in" programmable key and dials the directory number to monitor
All Rights Reserved © 2008, Alcatel-Lucent
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Agent Features Overview
Monitoring by the supervisor
Monitoring by the supervisor
The discrete listening feature:
Is only authorized if it concerns a directory number of an agent in one of the
processing groups for which the supervisor is responsible
Can be carried out on CCd calls only or on all calls (CCd and private calls)
The agent can be informed that his call is being discretely monitored
Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.
Perma.
Perma.
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Cancel
22
Agent Features Overview
Monitoring by the supervisor
Monitoring by the supervisor
Normal intrusion (barge-in) feature allows the supervisor (in discrete listen-
in phase or following a discrete monitoring request) to participate in the call
between the agent and the external party
The supervisor's presence is indicated by a repeated beep during the call and
by a specific display on the agent set
Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.
Perma.
Perma.
All Rights Reserved © 2008, Alcatel-Lucent
Cancel
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Agent Features Overview
Monitoring by the supervisor
Monitoring by the supervisor
Restricted intrusion (barge-in) feature is used by the supervisor to dialog
with the agent during the CCd call without indicating his presence to the
external caller
The external caller continues to dialog with the agent without hearing the
supervisor. No repetitive beep is emitted during the call. On the other hand,
a specific display is provided on the agent's set
Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.
Perma.
Perma.
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Cancel
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Agent Features Overview
Monitoring by the supervisor
Monitoring by the supervisor
The Permanent monitoring function enables the supervisor to monitor, in
real time, on the Alcatel-Lucent 403x/4068 display, the static (withdraw,
log-off) and dynamic (private outgoing call, pause, CCd direct call…) states
of an agent
The permanent monitoring function also allows the supervisor to
automatically switch to discrete listening on an agent as soon as the agent is
in conversation state
Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.
Perma.
Perma.
All Rights Reserved © 2008, Alcatel-Lucent
Cancel
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Agent Features Overview
Help request by an agent
Help request by an agent
An agent can ask for a help request to a supervisor
The supervisor must have an “ACD Listening“ programmable key
A Help request is authorized on CCd calls only or on all external calls
(according to the management)
The agent, in on-line mode, selects the "Help" dynamic key
0298143322
Enquir
Pilot Name
Help
in conversation
Qinfo
All Rights Reserved © 2008, Alcatel-Lucent
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Superv
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Agent Features Overview
Help request by an agent
Help request by an agent
In case of Help request by the agent:
A beep informs the supervisor
The icon associated with the supervisor set " ACD Listening " programmable key
flashes
After acknowledging the help request, the supervisor can perform discrete
listening, normal intrusion, restricted intrusion or permanent monitoring on
the agent, or he can simply reject the help request
Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.
All Rights Reserved © 2008, Alcatel-Lucent
Perma.
Perma.
Cancel
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Agent Features Overview
Transaction/business code
Transaction/business code
This facility allows an agent, at the end of a call, to enter a code
characterizing the type of call processing
Two types of codes are possible (choice by management):
Transaction code from 1 to 15 digits. It’s only entered on the CCd call record
Business code from 1 to 3 digits. This code is used for statistics
The agent can modify, erase or cancel the entry using the dynamic keys
Transaction code (4) :
Apply
Rubout
Delete
Cancel
All Rights Reserved © 2008, Alcatel-Lucent
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Agent Features Overview
Conversation recording
Conversation recording
The recording function is available with the Alcatel-Lucent 4645 and 4635
voice messaging systems
It allows an agent to record a conversation in progress
Recording a conversation is done by selecting the "Record'' dynamic key and
is signaled by a beep and the flashing of the "Record'' icon
The call is stored in the mailbox associated with the pilot
0298143322
Enquir
Pilot Name
in conversation
Help
Record
Qinfo
All Rights Reserved © 2008, Alcatel-Lucent
0:05
Superv>
Superv>
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Agent Features Overview
Queue supervision on LED
Queue supervision on LED
The queue supervision on LED function is reserved for agents with an Alcatel-
Lucent 403x /4068 set
For an agent or a supervisor, the set LED status provides information
regarding the presence of waiting calls or the saturation of at least one of
the queues served by the processing group in which the agent is assigned on
log-on or controlled by this supervisor
The LED always represents the most favorable case of the overall waiting
queues concerned
For example, congestion of at least one of the waiting queues (flashing red) will
take priority over presence of at least one call on hold in a waiting queue (steady
red)
All Rights Reserved © 2008, Alcatel-Lucent
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Agent Features Overview
Queue supervision on LED
Queue supervision on LED
The 4 states of the LED are, in display priority order:
Flashing red: at least one queue saturated
Steady red: at least one call waiting in a queue
Flashing green: "Business" use
Off: no queue saturated, no call waiting, no "Business" use
All Rights Reserved © 2008, Alcatel-Lucent
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Agent Features Overview
General forwarding function
General forwarding function
General forwarding is only applicable to one pilot
The general forwarding function is used to switch all the calls destined to a
pilot over to:
A new call distribution rule (new close/open direction state and new presentation
and parking level guides), or
A local or remote node directory number (agent or supervisor set, attendant,
group, voice messages, etc..), or
A voice guide (for subsequent call-back, for example)
The activation of general forwarding corresponds to the manual closing of a
pilot
It can be activated either automatically from the switch-over of the pilot
routing rule, or manually from an agent or supervisor set, by using a
programmable key, or from a supervision station or a system management
console
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Agent Features Overview
Manual close/open of a processing group
Manual close/open of a processing group
The manual close/open of a processing group can be activated from an
Alcatel-Lucent 403x /4068 dedicated set (agent or supervisor) by selecting
the “Closing PG” programmable key
In case of processing group closure, the calls won’t be routed anymore to
this PG
General Forwarding of pilot
Closing PG
All Rights Reserved © 2008, Alcatel-Lucent
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Agent Features Overview
Manual hold/retrieve
Manual hold/retrieve
The manual hold/retrieve function allows an agent in CCd conversation to
set this call on hold, in order to carry out a non telephone activity and then
to resume call with the external party when this activity is terminated
On manual hold activation, the external correspondent will be connected to
an on hold guide
This function is activated/de-activated by dialing a prefix or by using a
dynamic key
0298143322
<DTMF
Pilot Name
Hold
in conversation
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0:05
34
Agent Features Overview
Choice by list (CBL)
Choice by list (CBL)
This concerns the use of the "Choice by List (CBL)" function when selecting a
Processing Group number or a Pilot number for the following procedures:
"Log-On": Choice of Processing Group
"Entry": Choice of Processing Group
"Waiting displays": Choice of Processing Group
"Pilot FWD ": Choice of Pilot
This function offers agents logged on a dedicated Alcatel-Lucent 403x /4068
set an exhaustive list of PGs or Pilots that can handle the operating mode
involved (by using the "List" key)
All Rights Reserved © 2008, Alcatel-Lucent
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Agent Features Overview
Choice by list (CBL)
Choice by list (CBL)
Example for the LogOn procedure
The agent enters his agent number, the secret code and then can choose the processing
group from a LIST
PG number :
List
The agent can review all the PG using the ” Prev” or “Next” keys
The number of items included in the list is indicated by a counter
In this example, PG1 is the first PG in the list
3800
Prev
PG1
Next
Apply
All Rights Reserved © 2008, Alcatel-Lucent
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01/05
Back
36
Agent Features Overview
Call by name (CBN)
Call by name (CBN)
This concerns the use of the "Call By Name (CBN)" function when selecting an
agent number, a processing group number or a pilot number for the following
procedures:
Log-On: Choice of agent and choice of Processing Group
Entry: Choice of Processing Group
Pilot FWD: Choice of Pilot
Discrete monitoring: Choice of agent
Waiting display: Choice of Processing Group
This CBN function is similar to the CBL one:
CBL uses the “LIST” dynamic key
CBN uses the alphanumeric keyboard
All Rights Reserved © 2008, Alcatel-Lucent
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38
Alcatel-Lucent OTCC Standard Edition
Agent & Supervisor features management
PROCEDURE
OBJECTIVE
-
To learn how to manage agent/supervisor features
PROCEDURE
1.
Temporary withdrawal management
Application
Expert tool
Path
/Applications /CCd / Processing group
Action
Review/modify
Directory Number:
Tab
<enter an agent processing group directory number>
Unavailable type parameters
Unavailable type
0..9 ( 0 means that withdrawal is forbidden; 9 different
types of withdrawal maximum can be managed)
Display unavailable type 1
enter the name of the withdrawal (from 0 to 6 characters)
Display unavailable type 2
enter the name of the withdrawal (from 0 to 6 characters)
…
…
Display unavailable type 9
enter the name of the withdrawal (from 0 to 6 characters)
Unavailable last agent
True / False
Unavailable after logging on
True / False
Unavailable on no answer
True / False
Note:
Issue 03
These 9 different types of withdrawal are used for statistics.
“Unavailable Last Agent” True: temporary unavailable of the last agent of the
processing group is authorised.
“Unavailable after logging on” True: when an agent enters this processing group, he
is not immediately operational and is put in "withdrawal" position
“Unavailable on no answer” True: When an agent set is rung and the agent does not
answer, the agent is automatically withdrawn temporarily on expiry of the
rotation timer.
Ref. CCD01007C01TEUS.doc
P. 1
All Rights Reserved © 2006, Alcatel-Lucent
279
Alcatel-Lucent OTCC Standard Edition
Agent & Supervisor features management
2.
Wrap-up Management
2.1. Automatic wrap-up
Application
Expert tool
Path
/Applications /CCd / Pilot
Action
Review/Modify
Pilot Directory Number
Auto. Wrap-up timer
Tab
<enter a pilot number>
enter a value (by step of 100 mS)
0 means “No automatic Wrap-up”
Note:
“Automatic wrap-up timer”: This is the time automatically granted to the agent
after the communication to allow work concerning this communication to be
completed (computer entry, etc.). The value must be between 1 sec and 3276 sec.
To delete the wrap-up, enter the value '0'.
2.2. Manual wrap-up
Application
Expert tool
Path
/Applications /CCd / Processing group
Action
Review/Modify
Directory Number
Tab
<enter an agent PG number>
Wrap-up idle timer
enter a value (by step of 100 mS)
Wrap-up in pause timer
enter a value (by step of 100 mS)
Pause after man. Wrapup in pause
True / False
Note: : "Wrap Up duration in Idle state": This is the duration allocated to the agent when
making the request manually in idle state. This item is defined for the agents of
the group. Enter a value between 1 and 3276 seconds, this value is optional ( 0
means wrap-up in idle mode forbidden).
"Wrap Up duration in pause": This is the duration allocated to the agent when
making the request manually in pause state. This item is defined for the agents of
the group. Enter a value between 1 and 3276 seconds, this value is optional( 0
means wrap-up In pause mode forbidden)
“Pause after manual wrap-up in pause”:
True: the agent is authorized to return to pause state after entering manual wrapup state if this agent was already in pause state when the request was made.
False: the agent is put in idle state after entering manual wrap-up state if this
agent was already in pause state when the request was made.
P. 2
Ref. CCD01007C01TEUS.doc
All Rights Reserved © 2006, Alcatel-Lucent
280
Issue 03
Alcatel-Lucent OTCC Standard Edition
Agent & Supervisor features management
3.
Pause Management
Application
Expert tool
Path
/Applications /CCd / Pilot
Action
Review/Modify
Pilot Directory Number
Time between two calls
Tab
<enter a pilot number>
enter a value (by step of 100 mS)
0 means “No Pause”
Note:
“Time between two calls”
Minimum duration between two CCd calls from this pilot to an agent. (The unit
corresponds to 100 ms). If the value is null, there is no pause between calls for the
agents servicing this pilot
4.
Waiting calls – queues status
Application
Expert tool
Path
/Applications /CCd /Processing Group
Action
Review/Modify
Directory Number:
Display waiting timer:
Note:
Tab
<enter a PG number>
enter a duration (by step of 100 mS)
“Display waiting timer”:
Duration of display of the information regarding queues, on 4035 or 4037 sets
when an agent presses the “Qinfo” dynamic key.
The unit is 100 ms. The minimum authorised value is 10
5.
Headset function management
Application
Expert tool
Tab
Path
/Applications /CCd /Processing Group
Action
Review/Modify
Directory Number:
<enter a PG number>
Headset mandatory:
True / False
Note:
“Headset mandatory”
True: forces the headset set function for agents in the processing group.
Issue 03
Ref. CCD01007C01TEUS.doc
P. 3
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281
Alcatel-Lucent OTCC Standard Edition
Agent & Supervisor features management
Application
Expert tool
Path
/Users / Programmable keys
Action
Review/modify
Directory Number:
<enter an agent or supervisor directory number>
Key N°:
1..24
Function:
Headset
Note:
6.
Tab
This programmable key allows the agent to enable or disable the headset
Queue supervision on LED management
Application
Expert tool
Tab
Path
/Applications /CCd /Processing Group
Action
Review/Modify
Directory Number:
<enter a PG number>
Queue Supervision:
True / False
Note:
“Queue Supervision “:
True:the agent or supervisor can view the state of the queues via the led on the
set (4035T, 4037, 4038, 4039 and 4068).
P. 4
Ref. CCD01007C01TEUS.doc
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Agent & Supervisor features management
7.
Supervisor monitoring management
Supervisor monitoring means:
- Discrete listening
-
Intrusion
-
Restricted intrusion
-
Permanent monitoring
Application
Expert tool
Path
/Users / Programmable keys
Action
Review/modify
Directory Number:
Tab
<enter a supervisor directory number>
Key N°:
1..24
Function:
ACD Listening
Miscellaneous parameters concerning the supervisor monitoring
Application
Expert tool
Tab
Path
/Applications /CCd /Processing Group
Action
Review/Modify
Directory Number:
<enter a PG number>
Help on external call:
True / False
Show supervisor listening:
Note:
True / False
“Help on external calls “:
True: the supervisor can carry out intrusion or discrete listen-in on an agent in
this group during an external communication other than CCd.
“Show supervisor listening”:
True: when the supervisor listens in on an agent conversation (discrete listen-in on
the initiative of the supervisor), the agent in question is informed (display or beep
according to the type of set)
Issue 03
Ref. CCD01007C01TEUS.doc
P. 5
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Alcatel-Lucent OTCC Standard Edition
Agent & Supervisor features management
8.
Transaction code management
Application
Expert tool
Path
/Applications /CCd / Pilot
Action
Review/Modify
Pilot Directory Number
Tab
<enter a pilot number>
Transaction code dialing timer
enter a value (by step of 100 mS)
N° of transact. code dialing
digits
From 0 to 15 digits
True / False
Business code
Note:
The transaction code is used to identify the call type. This code is then available
for use by the supervisor for statistical purposes.
“Transaction Code dialing Timer”
Period during which an agent can enter the transaction code (or file number) after
a communication coming from the pilot. The unit is 100 ms. The minimum
authorized value is 10.
“Number of Transaction Code dialing Digits”
Number of digits to be entered by the agent for the transaction (or business) code.
Possible values:
0: no code to enter
to 15: number of digits to enter for a transaction code ("Business Code " attribute
= "no")
to 3: number of digits to enter for a Business code ("Business Code " attribute =
"yes").
“Business Code”
False: the code to enter is "transaction" type
True: the code to enter is "business" type
P. 6
Ref. CCD01007C01TEUS.doc
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Issue 03
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Agent & Supervisor features management
9.
Conversation recording management
9.1. Prior management: the voice mail (4635 or 4645) must be managed in the OmniPCX
Enterprise database
Application
Expert tool
Tab
Path
/Applications / Voice mail
Action
Review/modify
Voice mail Directory Number:
<choose a free number in the numbering plan>; e.g:34999
Directory Name:
<enter a name; 12 characters maximum)
Voice mail Type:
4635 / 4645
9.2. Pilot mailbox management
Application
Expert tool
Path
/Applications /CCd / Pilot
Action
Review/Modify
Pilot Directory Number:
<enter a pilot number>
Voice mail:
Note:
Tab
enter a set directory number which has a mailbox in the
voice mail system declared previously; e.g: 34015
“Voice mail”:
Directory number of the set (local or remote) whose voice mailbox is used for
recording the conversations of calls on this pilot. (This set must be a voice mail
holder)
9.3. Conversation recording prefix creation
Application
Expert tool
Path
/Translator / Prefix plan
Action
Create
Number:
Tab
<choose a free number in the numbering plan>
Prefix meaning:
Local features
Local features:
Conversation recording
Issue 03
Ref. CCD01007C01TEUS.doc
P. 7
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Alcatel-Lucent OTCC Standard Edition
Agent & Supervisor features management
9.4. Allow the prefix use in the agent / supervisor C.O.S
Application
Expert tool
Path
/Classes of service /Phone features COS
Action
Review/modify
Phone features COS:
Tab
<enter the agent or supervisor phone features COS>
PCX services
Conversation recording
Note:
10.
1 (1 means “prefix use allowed”)
The “Record” dynamic key will appear on the agent / supervisor set display
Pilot general forwarding state activation/de-activation
Application
Expert tool
Path
/Users / Programmable keys
Action
Review/modify
Directory Number:
Tab
<enter an agent or supervisor directory number>
Key N°:
1..24
Function:
General Forwarding of Pilot
Directory Number:
If empty, the user will be able to choose the pilot to
switch into general forwarding state
OR
< enter the pilot number which will be switched into
general forwarding state>
P. 8
Ref. CCD01007C01TEUS.doc
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Agent & Supervisor features management
11.
Processing group closure/opening activation/de-activation
Application
Expert tool
Path
/Users / Programmable keys
Action
Review/modify
Directory Number:
Tab
<enter an agent or supervisor directory number>
Key N°:
1..24
Function:
closing PG
Directory Number:
If empty, the user will be able to choose the PG to be
closed /open
OR
< enter the PG number which will be closed / open >
12.
Manual hold/retrieve feature management
12.1. Prefix creation
Application
Expert tool
Path
/Translator / Prefix plan
Action
Create
Number:
Tab
<choose a free number in the numbering plan>
Prefix meaning:
External features
External features:
Manual hold
12.2. Allow the prefix use in the agent / supervisor C.O.S
Application
Expert tool
Path
/Classes of service /Phone features COS
Action
Review/modify
Phone features COS:
Tab
<enter the agent or supervisor phone features COS>
External services
Manual hold
Note:
Issue 03
1 (1 means “prefix use allowed”)
The “hold” dynamic key will appear on the agent / supervisor set display
Ref. CCD01007C01TEUS.doc
P. 9
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Alcatel-Lucent OTCC Standard Edition
Agent & Supervisor features management
13.
Park call/retrieve feature management
13.1.
Prefix creation
Application
Expert tool
Path
/Translator / Prefix plan
Action
Create
Number:
Tab
<choose a free number in the numbering plan>
Prefix meaning:
External features
External features:
Park call/retrieve
13.2.
Allow the prefix use in the agent / supervisor C.O.S
Application
Expert tool
Path
/Classes of service /Phone features COS
Action
Review/modify
Phone features COS:
Tab
<enter the agent or supervisor phone features COS>
External services
Park call/retrieve
Note:
14.
1 (1 means “prefix use allowed”)
The “park” dynamic key will appear on the agent / supervisor set display
MEA feature management
14.1. Multi-line keys creation
Application
Expert tool
Path
/Users / Programmable keys
Action
Review/modify
Directory Number:
Tab
<enter an agent or supervisor directory number>
Key N°:
1..24
Function:
Multi-line
Directory Number:
< enter the agent or supervisor directory number >
P. 10
Ref. CCD01007C01TEUS.doc
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Agent & Supervisor features management
14.2. ACD line key creation
Application
Expert tool
Path
/Users / Programmable keys
Action
Review/modify
Directory Number:
Tab
<enter an agent or supervisor directory number>
Key N°:
1..24
Function:
ACD line
14.3. Outgoing calls by using the ACD line key
Application
Expert tool
Path
/Applications / CCd/ CCd users/ CCd operations management
Action
Review/modify
Directory Number:
Outgoing call on ACD key:
Note:
Tab
<enter an agent or supervisor directory number>
True / False
“Outgoing call on ACD key”: To initiate an outgoing call on an ACD key, the agent
must press the ACD key before dialing. However, an outgoing call initiated on the
ACD key is not necessarily an ACD outgoing call.
False: line seizure and dialing by ACD key prohibited
14.4. MEA & MLA
14.4.1. Virtual set (with a primary MLA key) creation
Application
Expert tool
Path
/Users
Action
Create
Directory Number:
Shelf address:
Board address:
Equipment address:
Set type:
Issue 03
Tab
<enter a free number in the numbering plan>
255
255
255
UA Virtual
Ref. CCD01007C01TEUS.doc
P. 11
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Alcatel-Lucent OTCC Standard Edition
Agent & Supervisor features management
Application
Expert tool
Path
/Users / Prog. Keys
Action
Review/modify
Directory Number:
Key N°:
Function:
Directory number:
Order:
Note:
Tab
<enter the virtual set number>
1..24
Primary MLA
<enter a free number in the numbering plan which will be
the MLA group directory number>
order number of the key in the MLA group
before creating the “Primary MLA” key on the virtual UA set, this one must be
configured as a multi-line set
14.4.2. Secondary MLA keys (on agent set) management
Application
Expert tool
Path
/Users / Prog. Keys
Action
Review/modify
Directory Number:
Key N°:
Function:
Directory number:
Order:
Ringing mode:
Deferred ring:
P. 12
Tab
<enter the agent set number>
1..24
Secondary MLA
<enter the MLA group directory number managed in step
14.4.1>
order number of the key in the MLA group
No ring / short ring / long ring…
Yes / No
Ref. CCD01007C01TEUS.doc
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290
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Agents and supervisors facilities
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to use agents and supervisors facilities
MANAGEMENT
1.
Test the following agent features:
Temporary withdrawal
- In the PG 3X800, 3 temporary withdrawals (Coffee, WC, Smoke) are available
- The withdrawal will be activated on no answer and will be possible for all agents
- In the PG 3X803, the temporary withdrawal is not authorized
Automatic Wrap-up: for both pilots, the wrap-up timer will be equal to 30 sec
Manual wrap up:
- In the PG 3X800, when pressing the “wrap-up” key, the agents, in idle state will be in
wrap-up during 15 sec; in pause mode, the timer will be equal to 10 sec
- In the PG 3X803, when pressing the “wrap-up” key , the agents in idle state will be in
wrap-up during 20 sec; in pause mode, the timer will be equal to 15 sec
Pause:
- For both pilots, the pause timer will be equal to 10 sec
Waiting calls – queue status
- When pressing the “Qinfo” dynamic key, these information will be displayed 20 sec
Headset
- Create for the agent 3X500 an headset programmable key; test that during the log-on
the agent can activate or de-activate the headset
ACD listening (supervisor 3X502)
- Create an “ACD listening” key on the supervisor set (3X500)
- From the supervisor set:
- Test the discrete listening
- Test the intrusion
- Test the restricted intrusion
- Test the permanent monitoring
Issue 03
Ref. CCD01007H01TEUS.doc
HO. 1
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Alcatel-Lucent OTCC Standard Edition
Agents and supervisors facilities
-
-
-
Note:
HO. 2
From the agent set:
- Test the Help request
- Help request will be available also on external communication other than CCd
Supervisor call; test this feature
Transaction code For the pilot 3X600, the agent will have 10 sec to enter a 3 digits
code at the end of the call
Pilot general forwarding state: Manage a programmable key on the supervisor 3X502 in
order to be able to put a pilot in general forwarding state
Close/open a PG: Manage a programmable key on the supervisor 3X502 in order to be
able to close/open a PG
MEA
- Create 2 multi-line keys on the agent set 3X500
- Create an ACD line key on the agent set 3X500
- Call the pilot 3X600; on which key will the call arrive on the agent 3X500?
- How many CCd calls coming from the CCd matrix (from the pilot) is this agent
able to receive at the same time?
- Call the agent directly (this agent is still on line with the previous call, coming
from the CCd matrix); on which key will the call arrive on the agent 3X500?
- Check the agent real time status in the CCs
- An outgoing call on the “ACD line” key will be possible: what is the right
management?
MEA & MLA
- Create a virtual set (3X454) with a Primary MLA key (3X455= MLA group directory
number)
- Create a secondary MLA key on the agent set 3X500 and on the agent set 3X501
- Call the number 3X455 and test MLA
You can use the ACD prefix to have the CCdistribution characteristics on analog or
4003 sets as follow; the prefix 12 has to be dialed on the analog and the 4003
phone sets these type of set hasn't display to activate dynamic keys.
PREFIX
N°
Withdrawal
12+1
Wrap up
12+2
Supervisor
12+3
Log off
12+5
Log on
12+6
Ref. CCD01007H01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Agents and supervisors facilities
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to use agents and supervisors facilities
MANAGEMENT
1.
Test the following agent features:
Temporary withdrawal
-
In the PG 3X800, 3 temporary withdrawals (Coffee, WC, Smoke) are available
-
The withdrawal will be activated on no answer and will be possible for all agents
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Applications / CCd / Processing groups / Review/modify”
-
Issue 03
In the PG 3X803, the temporary withdrawal is not authorized
Ref. CCD01007S01TEUS.doc
HOS. 1
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Agents and supervisors facilities
Automatic Wrap-up: for both pilots, the wrap-up timer will be equal to 30 sec
This management can be done by “mgr” or by the CCs
From the CCs: Configurations / Pilot
Do the same management for the pilot 3X601
Manual wrap up:
-
In the PG 3X800, when pressing the “wrap-up” key, the agents, in idle state will be in
wrap-up during 15 sec; in pause mode, the timer will be equal to 10 sec
This management can be done by “mgr” or by the CCs
From the CCs: Configurations / Processing group
HOS. 2
Ref. CCD01007S01TEUS.doc
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Agents and supervisors facilities
-
In the PG 3X803, when pressing the “wrap-up” key , the agents in idle state will be in
wrap-up during 20 sec; in pause mode, the timer will be equal to 15 sec
Pause:
-
For both pilots, the pause timer will be equal to 10 sec
This management can be done by “mgr” or by the CCs
From the CCs: Configurations / Pilot
Do the same management for the pilot 3X601
Waiting calls – queue status
- When pressing the “Qinfo” dynamic key, these information will be displayed 20 sec
This management has to be done via “mgr” tool (impossible via the CCs)
-
Go to: “Applications / CCd / Processing groups / Review/modify”
Do the same management for the PG 3X803
Issue 03
Ref. CCD01007S01TEUS.doc
HOS. 3
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Alcatel-Lucent OTCC Standard Edition
Agents and supervisors facilities
Headset
-
Create for the agent 3X500 an headset programmable key; test that during the log-on
the agent can activate or de-activate the headset
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Users / Prog. Keys / Review/modify”
Try to log-on: the system asks to if you want to activate the headset.
After log-on, by pressing the key, the agent can enable or disable the headset
ACD listening (supervisor 3X502)
-
Create an “ACD listening” key on the supervisor set (3X502)
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Users / Prog. Keys / Review/modify”
-
-
HOS. 4
From the supervisor set:
-
Test the discrete listening
-
Test the intrusion
-
Test the restricted intrusion
-
Test the permanent monitoring
From the agent set:
-
Test the Help request
-
Help request will be available also on external communication other than CCd
Ref. CCD01007S01TEUS.doc
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Agents and supervisors facilities
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Applications / CCd / Processing group / Review/modify”
-
Supervisor call; test this feature: Nothing to manage
Transaction code
For the pilot 3X600, the agent will have 10 sec to enter a 3 digits code at the end of
the call
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Applications / CCd / Pilot / Review/modify”
-
Pilot general forwarding state:
Manage a programmable key on the supervisor 3X502 in order to be able to put a pilot
in general forwarding state
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Users / Prog. Keys / Review/modify”
-
Issue 03
Ref. CCD01007S01TEUS.doc
HOS. 5
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Close/open a PG:
-
Manage a programmable key on the supervisor 3X502 in order to be able to close/open
a PG
MEA
- Create 2 multi-line keys on the agent set 3X500
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Users / Prog. Keys / Review/modify”
- Create an ACD line key on the agent set 3X500
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Users / Prog. Keys / Review/modify”
-
Call the pilot 3X600; on which key will the call arrive on the agent 3X500 ?
-
-
How many CCd calls coming from the CCd matrix (from the pilot) is this agent able to
receive at the same time ?
-
HOS. 6
the call arrives on the” ACD line” key
Only 1 call
Ref. CCD01007S01TEUS.doc
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Agents and supervisors facilities
Call the agent directly (this agent is still on line with the previous call, coming from the
CCd matrix); on which key will the call arrive on the agent 3X500 ?
the call arrives on a ”multi-line” key
Check the agent real time status in the CCs:
Go to “Real time / Agent” and check that:
-
-
the agent is in “ACD conv” (call coming from the pilot)
-
hold non-ACD = 1 (the direct agent call is on hold)
- An outgoing call on the “ACD line” key will be possible: what is the right management ?
This management has to be done via “mgr” tool (impossible via the CCs)
Issue 03
Ref. CCD01007S01TEUS.doc
HOS. 7
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Alcatel-Lucent OTCC Standard Edition
Agents and supervisors facilities
Go to: “Applications / CCd / CCd users / CCd operators data management /
Review/modify”
MEA & MLA
Create a virtual set (3X454) with a Primary MLA key (3X455= MLA group directory
number)
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Users / Create”
-
Go to: “Users / Prog. Keys / Review/modify”
-
HOS. 8
Create a secondary MLA key on the agent set 3X500 and on the agent set 3X501
Ref. CCD01007S01TEUS.doc
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Agents and supervisors facilities
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Users / Prog. Keys / Review/modify”
Do the same management for the agent 3X501
-
Call the number 3X455 and test MLA
Note:
You can use the ACD prefix to have the CCdistribution characteristics on analog or
4003 sets as follow:
Note:
The prefix 12 have to be dialed on the analog and the 4003 phone sets these type
of set hasn't display to activate dynamic keys.
Issue 03
PREFIX
N°
Withdraw
12+1
Wrap up
12+2
Supervisor
12+3
Log off
12+5
Log on
12+6
Ref. CCD01007S01TEUS.doc
HOS. 9
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Agents and supervisors facilities
HOS. 10
Ref. CCD01007S01TEUS.doc
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NOTES
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Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Real time information and Alerts
All Rights Reserved © 2006, Alcatel-Lucent
1
OBJECTIVES
To know the navigator and the customization possibilities
To know the real time refresh period on the monitoring Sampling Period principle
To know the details of the real time Windows for the:
trunks group
service level and the efficiency
pilots
waiting queues
processing groups agent
agents
agent teams
alarms and incidents
To know how to configure the alerts thresholds
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Real time information and Alerts
Ref. CCD01014P01TEUS
Issue 03
305
Real time information
Real Time - Principle
Real Time Supervision
The snapshot, refreshed every 3 seconds by default, provides:
Objects state: pilot, queue , agent, group
(open, closed, ready, saturated, agent in conversation, ...)
Traffic indicator
(number of waiting calls, ringing duration, inactivity time , ...)
Alarms indication (threshold violation)
The real time statistics, update at the end of each call, provides:
Performance information and service level
Low traffic levels
All Rights Reserved © 2006, Alcatel-Lucent
2
Real-Time refreshment period of displayed data on the CCs (3 sec by default)
value is shared by all the CCs
depends on the power of the weak CCs station on the LAN network
Real-Time Statistics on a CCs observation period (the Monitoring Sampling Period)
Distribution graphs of calls on the MSP (sliding period refreshed every 10 real-time refreshment period)
Statistics on the MSP (refreshment at the end of an ACD communication from communication tickets)
Real-time in call number updated by events tickets (real time tickets)
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Real time information and Alerts
Ref. CCD01014P01TEUS
Issue 03
4
306
Real time information
Real Time - Principle
Information refresh period
For real time information (3 sec by default)
Manageable in the CCs ( Configurations / system)
Period from 1 to 50 sec
For information calculated on MSP
Manageable in the CCs ( Window / customize / Real time)
All Rights Reserved © 2006, Alcatel-Lucent
3
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Real time information and Alerts
Ref. CCD01014P01TEUS
Issue 03
307
Real time information
Real Time - Summary
Available real time information on the CCs
Navigator
Trunk groups real time
Pilots Service level real time
Pilots real time
Waiting Queues real time
Agents PG real time
Agents real time
Teams real time
Alarms real time
Incidents real time
All Rights Reserved © 2006, Alcatel-Lucent
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Real time information and Alerts
Ref. CCD01014P01TEUS
Issue 03
308
4
Real time information
Real Time - Navigator
Real time information on the CCs: Navigator
Real time
Navigator
All Rights Reserved © 2006, Alcatel-Lucent
5
The NAVIGATOR role is to have a global and simple view of the ACD, allowing to move quickly and very simply.
3 areas
- the top zone: Navigator parametering buttons
- the graphic display zone of the distribution elements,
- the bottom zone: Dynamic Information on the objects
Alcatel-Lucent OmniTouch Contact Center Standard Edition – Real time information and Alerts
Ref. CCD01014P01TEUS
Issue 03
309
Real time information
Navigator - Top area
Real time information on the CCs: Navigator
The top zone: Navigator buttons
Display the
To move
objects by
objects
(with shift key) number or by
Name
Navigator
customization
Alarm
zoom
Zoom on
Zoom
real time
on the
Info
statistics
Graph pilots
Explorer
zoom
Zoom on
Mode:
on MSP
Filter by site (in
remote
-Visualization
case of multiobjects
-Selection
site CCs)
Select
View
super/
hyper
objects
Zoom
super/
hyper
objects
Deselect
All Rights Reserved © 2006, Alcatel-Lucent
There are two operating modes:
- Visualization (or View mode) for observing all or part of the system architecture (limited by view rights assigned to the
supervisor). Click the mouse to display secondary windows.
- Selection mode, for displaying all the system architecture (limited by view rights assigned to the supervisor).
Use the mouse to select a subassembly of the architecture and simplify the display in Visualization mode.
Customization: 2 modes
- Selection mode: for defining an architecture subassembly to display.
To select / deselect an object: click the left and mouse button
Select button: to select the set of objects
Deselect button: to deselect the set of objects
Cancel: cancels all selection operations executed since the switchover to Selection mode.
- Visualization mode: to display only the Pilots, Queues and PGs selected.
User sort: If this option is selected, the supervisor can display pilots, queues and PGs.
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Real time information
Real Time - Navigator
Real time information on the CCs: Navigator
Graph Display Area
Pilots
Waiting queues
Calls Distribution
Call routing
PG (agents, IVR, Re-routing, forward, IVR, VG…)
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Colors meaning:
- THE GREEN means that the object or the direction is in the OPENED status.
- THE YELLOW means that the object or the direction is in the CLOSED status.
- THE RED means that the object or the direction is BLOCKED.
- THE WHITE (Selection mode only):object is not selected.
- THE GREY indicates that the call routing is NOT ACTIVE.
- The bold outline of a direction: active emergency direction.
Real-Time Information supplied in the graph.
In each object represented graphically (Pilot, WQ, PG), you can include display of a Real-Time information (service level for the
pilots, busy agents Nb for a PG Agent, etc). The supervisor can choose the displayed information in calling the «Customization
Window of the Navigator, Real-Time Info tab », or in pointing the mouse on one of the objects (Pilot, WQ, or PG) and in clicking
on the right button of the mouse.
Information linked to the calls Routing directions:direction priority to the WQ is displayed at the top on the left of each
direction.
Information linked to the calls Routing directions
The priority of the «resource selection» is displayed at the top on the left of the direction. The selection of the « call selection »
is displayed at the bottom on the right of the direction. An asterisk "*" is present at the top on the right of the direction, if the
waiting time threshold for that direction is different from zero.
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Real time information
Real Time - Navigator: Bottom zone
Real time information on the CCs: Navigator
The bottom zone: Dynamic Information on the objects
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Dynamic display zone
Allow to display on the boxes of the dynamic display zone the selected objects (Pilot, WQ, or PG) in pointing the mouse on one of
the objects.
Type:Object type display (WQ, PG ).
Information:the display adapts itself according to the touched object:
- Pilot: Name display of the active rule on the pilot.
- Normal WQ type:Display of the expected waiting time and the standard waiting time on the WQ
- Dissuasion or mutual aid WQ type: No display.
- Agent PG type: Display of the total Nb of agents "Logged" and the agents Nb which are in withdrawal in that team.
- PG IVR type: No display.
- PG Others type: Active Calls Nb display.
- Direction of the calls routing: On the first line (Pilot): No display. Second line (WQ): Priority display of that direction (according
to the rule actually active of the pilot).
- Calls Distribution Direction: First line (WQ): Backward priority display of that direction. Second line (PG): Forward priority
display of that direction.
Traffic:Incoming traffic display for the Pilots and PGs and outgoing for the WQs.
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Real time information
Navigator desktop management
CCs desktop management
"Save the desktop“
memorizes the windows presently open on the "desk“
(inside the CCs application window), so they can be recalled later.
The memorization is private to the logged supervisor, and is stored
in the logon site.
So, the supervisor can also retrieve his desk on another CCs station,
if he keeps the same logon site
"Load the desktop“
retrieves the desk configuration stored previously on the present logon site
"Automatic save“
when this option is validated, the desk configuration will be automatically saved
when the supervisor logs out
"Automatic Load“
when this option is validated, the desk configuration will be automatically
retrieved as the supervisor logs in (he should keep the same login site to get the
last desktop)
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Real time information
Real Time - Navigator: Multi-site
Multi-site CCs: site selection
Selection
Remote
Pilot
Local
Pilot
Remote
PG
«Virtual»
waiting queue
All Rights Reserved © 2006, Alcatel-Lucent
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Real time information
Real Time – Navigator: Customization
Navigator customization via the “Explorer”
Pressing this button splits the navigator window in two parts
The left part displays the explorer. It consists of a tree view displaying the list of
the objects that can be seen in the navigator. This enables the dynamic
configuration of the navigator (display/hide elements)
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Explorer button: Allow to have an objects list sorted out per objects and sites.
That tree map list allows to act dynamically on the view (hide certain objects, in displaying others, and also to open the
configurations Windows or Real-Time of objects, etc...).
Actions with the mouse in the Explorer:
- Double left click on a "node" of the treelike: Allow to extend or contract one part of the treelike. An icon "+" indicates that this
tree part can be extended.
- Left Click on the icon of an object ( »leaf" of the tree) : allow to switch over between the Displayed/Masked states of the
object. The icon is a magnifying glass if the object is visible in the navigator, and a red cross if the object is masked.
- Right click on the icon of an object : Same functionality than the left click but extended to the all objects linked by the
distribution treelike.
- Right click on the name or number of an object : Allow to open the configuration window of the clicked object (Pilot, WQ, PG).
- Left click on the name or number of an object: Allow to open the Real-Time window of the clicked object (Pilot, WQ, PG).
- Right click on the window backward of the Explorer : Display a contextual menu proposing to mask/display the whole objects
family.
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Real time information
Real Time - Navigator: Customization
Navigator customization
Displayed Objects
Click with the right button of the mouse
in the graph zone of the navigator in
skimming through no objects
OR press
Display all the tree map of the object
All Rights Reserved © 2006, Alcatel-Lucent
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8 selections (8 tabs) allow to display the pilots objects, WQs and PGs.
Name (16 characters maximum).
Hidden Objects: all the objects of the given type on which the supervisor has display rights, and that will be not displayed in the
Navigator in display mode.
Displayed Objects: Objects which will be displayed in the navigator in display mode.
Cancel: Allow to cancel all the changes from the window opening, or from the last recording.
Record: Allow the changes consideration in the Navigator
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Real time information
Real Time - Navigator - Customization
Navigator customization: Real Time Info
Used to select the real time information displayed with each object icon
inside the graphic zone, according the type of the object
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Parametering of the different options of the navigator display.
Display frame of Real-Time Information:
Allow to select real-time information displayed inside of the graphic zone.
Filling index " (" Normal WQ"): Represented by a darker bar than the color representing the WQ status (example : If the WQ is
opened [green color] and that the padding rate is about 75% the rectangle representing the WQ will be ¾ dark green and ¼ light
green).
Agents status distribution in a PG:
Replace the Agent PG icon /SVI by a pie chart presenting, in real-time, the resources status sharing in the PG.
The sharing distinguishes the following status from the Agent PG: »ACD ringing", "ACD .Convers ", " Tr. Wrap-up » ,
"Pause », »Avail" (available), »Private and Other".
Note: The pie chart is presented only if less a resource is presented in the PG. Otherwise, you find the PG icon again.
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Real time information
Real Time - Navigator - Personalization
Navigator customization: Advanced Options
This tab allows the parametering of the different display options for the
navigator
All Rights Reserved © 2006, Alcatel-Lucent
Navigator Option Frame
« Font » Allow to change the characters police available in Windows .
Background: Allow to have a picture to BMP format in background.
Refresh: authorize the automatic display of new objects (further to an objects creation, a supervisor rights change), when you
are in display mode.
Alarm filter: It corresponds to the displayed alarms in the Alarms Real-Time Window. They have for origin the non-respect of
service level purposes.
Alarm:Authorize the alarms display (blinking of the object color), otherwise no blinking matters in alarm case.
Alert: Authorize the alerts display (blinking of the object color), otherwise no blinking matters in alert case.
Information:Authorize the information display (blinking of the object color), otherwise no blinking matters in information case.
Color for the agent distribution in a PG: Allow to change the colors associated to the phone status of agents.
Agent phone status: Allow to select one of the 6 phone status of the agent.
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Real time information
Real Time - Navigator - Personalization
Navigator customization: Zoom Options
This tab enable to set the options of the different zoom types that can be
displayed in the navigator
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To customize the display of the real time windows zoom.
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Real time information
Real Time - Trunk groups
Real time information on the CCs: Trunk group
Real Time
Trunk group
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Real Time Frame
Total No Lines: Lines Nb composing the trunk group.
Lines idle: Released lines Nb of the trunk group.
Lines out of order: Lines Nb declared by the PABX Out of Service.
Lines busy ACD: Lines Nb busy by an ACD communication.
Lines Busy non-ACD: Lines Nb busy by a private communication.
Busy/Totoal in %: « Total Nb of busy and Out of Service lines/total Nb of lines. ».
Alert
Inform the supervisor about the alert Nb sent by the system concerning that trunk group. That Nb included between 1 and 100 is
inscribed in a yellow color pad. If no alert concerns that trunk group, the pad is green
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Real Time - Pilots Service level
Real time information on the CCs: Pilot Service Level
Real time
Pilots SL
« Pacman » changes of
color according to
the «Service level» (Sl)
Calculated on the
Monitoring sampling Period
(MSP)
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Display for each pilot from the level service, efficiency and the standard time of waiting time for the served calls.
SL (Service level):Service level in relation to:
% of calls stemming from the pilot and having obtained a response in a response time inferior to..sec.
PACMAN Colors:
- Green(service level equal or upper to the fixed alert threshold for that pilot),
- Yellow (service level inferior to the fixed alert threshold for that pilot in being at the same time upper or equal to 0,8 times
that threshold),
- Red (service level inferior to 0,8 times the fixed alert threshold for that pilot).
Efficiency:
Number of calls served( by an agent )/Number of calls received (include pilot calls received on a pilot when he was open,
blocked and in General forward state)
- Green: The efficiency rate is upper or equal to the fixed alert threshold for that pilot (see Pilot Configuration Window heading
"Efficiency").No call has been received during the Monitoring sampling period.
- Yellow: the efficiency rate is inferior to the fixed alert threshold for that pilot (see Pilot Configuration Window
heading »Efficiency"), in being at the same time upper or equal to 0,8 times that threshold .
- Red: the efficiency rate is inferior to 0,8 times the fixed alert threshold for that pilot (see Pilot Configuration Window
heading »Efficiency ")
AAS: Average Waiting Time of served calls. It includes the waiting time in the WQ and the total time of ringing on the group
except the listening time of the presentation guide.
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Real Time - Pilot
Real time information on the CCs: Pilot
Real time
Pilot
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SQ (Service level ): (c.f. chapter 3)
Rule:Indicate the calls routing rules used by the pilot.
State: »In service", »General forwarding" or "blocked".
Distribution calls on the MSP (xx min.)
display the waiting time before the caller desertion or before the changeover in conversation, according to the button state
« breakdown of call queuing ». The waiting time are represented by an intervals sery (ex: 2 to 4 seconds, 4 to15 seconds etc.).
The results are calculated on the MSP (advice to 3 seconds) and refreshed on a period equal to 10 times the refreshment period
defined in system configuration.
waiting time distribution frame
Before abandon:precise the calls Nb having given up in the waiting queue and in ringing, in relation to a waiting time interval.
Before conversation: precise the calls Nb having been served by an agent (that they had waited or not in a WQ), in relation to a
waiting time interval .
Kind of graph
Totaled:Each waiting time interval of the graph precise the calls Nb sum for that interval and calls of previous intervals. Make
easier the calls Nb reading having obtained a response before xx seconds.
Not totaled: Each waiting time interval of the graph precise the calls Nb sum for that interval. Inform about the waiting time
evolution of calls.
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Real Time - Pilot: Statistics on the MSP
Real time information on the CCs: Pilot
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It gathers statistics calculated on the MSP and refreshed on a period equal to 10 times the refreshment period defined in the
system configuration.
Received calls Nb: Received calls Nb by the pilot, whatever its status. A same communication can be counted several times on
different pilots if that one is the subject of a transfer by an agent.
with FWD/Blocked: Received calls Nb by the pilot when that one is in blocked or general forwarding.
Number of calls served: Received calls Nb by the pilot and having been treated by an ACD agent.
Number of abandons: Received calls Nb by the pilot having given up before changeover in conversation with an ACD agent.
Number of dissuasions: Received calls Nb by the pilot having been directed to a WQ of dissuasion type.
Number of mutual-aid: Received calls Nb by the pilot having been directed to a WQ of mutual aid type.
Longest time before conversation:the greater waiting time reached by a call received by the pilot and having been served by an
agent .
Overflow in queue:calls Nb, having been directed on an address from the PABX because of a waiting time overflow.(WQ).
Overflow on ringing:Calls number received by a pilot, having been directed on an address of the PABX because of a ringing time
overflow in an Agent PG.
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Real Time - Pilot
Real time information on the CCs: Pilot
All Rights Reserved © 2006, Alcatel-Lucent
Real Time in number of calls: It contains 6 counters in real time characterizing the pilot state.
Calls queued: Received calls number by the pilot in waiting time in a WQ and not having been distributed to an agent.
calls ringing: Received calls number by the pilot in ringing on an agent.
calls in conversation: Received calls number by the pilot served by an agent or a SVI.
calls in dissuasion: Received calls number by the pilot having transited by a WQ of dissuasion type.
calls in mutual aid: Received calls number by the pilot having transited by a WQ of mutual aid type.
calls in FWD/blocked: Received calls number by the pilot in general or blocked forwarding state.
calls in remote PG: Calls Nb in ACD communication with a remote PG.
Alert: Inform the supervisor of sent alerts number concerning that pilot.
Between 1 and 100 is inscribed in a yellow color pad.
If no alert concerns that pilot, the pad is green
Assistance to the navigation: Allow to display the pilot in directing the mouse on the compass.
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Real time information
Real Time - Pilot
Navigation assistance
Bring the mouse over the compass in order to view the distribution
depending on the object
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Assistance to the navigation: Allow to display the pilot in directing the mouse on the compass.
(see "Validate assistance to navigate" in the window "Customize...": tab “Assistance")
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Real time information
Real Time - Waiting Queue
Real time information on the CCs: Queues
Real Time
Queue and Waiting Room
All Rights Reserved © 2006, Alcatel-Lucent
Nb. Calls per pilots on the MSP Frame
display the calls distribution having transited by the waiting queue, according to the pilot which they are coming from.
Calculations are carried out in relation to Supervisor Observation Period(MSP)and refreshed on a period equal to 10 times the
refreshment period defined in system configuration.
Graph:Data display under the form of a circular diagram. To each sector corresponds one color and a given pilot.
Table:Data display under the form of one board.
To each line corresponds a pilot and a calls number coming from that one.
Statistics Frame on the MSP (XXmn)
Average queued time. Per call: standard of calls waiting times having transited by that WQ.
Calls Nb:That is the calls Nb having transited by that WQ.
Longest queue time:the highest waiting time suffered by one call having transited through that WQ.
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Real time information
Real Time - Waiting Queue
Real time information on the CCs: Queues
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Real Time Frame:the information contained in that window are refreshed by the real time period. (3 standard seconds)
Number of calls queued: Calls number present in the waiting queue. Visible only if the WQ is of normal type.
# of agents for this queue: Agents number present in the PG serving that WQ.
Expected waiting time: Duration calculated by the system according to the standard waiting time suffered by the calls in the
WQ. (Compare with the consumption in real time of a car). It is associated to the most recently entered call in the WQ.
That heading is visible only if the WQ is normal type.
Current queue time: waiting time of the oldest call in the queue (call at the head of the queue).
The value displays on yellow background when the waiting time is upper to that specified in the WQ management (see Waiting
Queue Configuration Window heading »Alert threshold for the waiting time").
That heading is visible only if the WQ is normal.
Filling index: That is the report: expected waiting time/maximum waiting time for the waiting queue. That report is expressed
in percentage, 100% being the duration of the maximum waiting time.
Alert: Inform the alerts number user sent by the system concerning that WQ.
Assistance to the navigation: Allow to display in directing the mouse on the compass.
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Real time information
Real Time: Agents PG
Agents state in real time
Real time
Processing group
Agents PG
All Rights Reserved © 2006, Alcatel-Lucent
Status Frame of agents in real time
Resource name/Resource N°: Name or the Agent number. (Supervisor in « Italics
State: the agent phone status
Help
the agent is in help request,
ACD. Conf
the agent is in a ACD three party conference call,
Priv Conf.
the agent is in a private three party conference call,
Priv Consult. the agent carries out a double call at the time of a private communication,
Consultation
the agent carries out a enquiry call at the time of an ACD communication,
ACD . Conv
the agent is in ACD communication,
ACD . O/G
the agent carries out an outgoing ACD communication.
Ext. Pri. Conv. the agent carries out an external private communication,
Loc. Pri. Conv. the agent carries out a local private communication,
Discr. List.
In the case of an agent, it is discreetly listened by a supervisor; in the case of a supervisor, it
discreetly listens an agent,
In hold
the agent is kept in hold by a local caller,
Rec.
the agent communication is the subject of a recording by a voice mailbox,
Wrong call
the set is picked-up but not in conversation,
Out of service the set equipment is declared out of service by the PABX,
Idle
the agent is idle,
Numbering
the agent has picked-up his set and is in numbering phase,
Pause
the agent is in pause between two ACD calls,
Att.Reserved the agent set is reserved by an attendant,
ACD . Ring
the agent is in ACD ringing,
Priv . Ring
the agent is in ringing at the time of a private communication,
Busy Tone
the agent receives a busy tone
Transaction
the agent dials a transaction code on a set,
Wrap-up
the agent is on Wrap-up time
Since:Duration from which the agent is in the mentioned state previously.
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Real time information
Real Time - Agents PG
PG Real Time Statistics and logged Agents
10 parameters max
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Real Time Statistics Frame. Indicate the total number of calls in waiting in the susceptible WQs to be served by that PG.
Refreshed every three seconds (non changeable duration) and show the changes from the 10 last minutes.
Statistics
- waiting times evolution (10 min.): Total Calls Number in waiting time in the WQs from the last 10 minutes.
- Customized statistics from the PG: Allow to display 10 customized counters on the PG. The list is generated following the
distribution on the way on the displayed PG dynamically.
Agents Frame in service
Current: Agents number assigned in the PG except those in withdrawal.
FTE (MSP XX min.):The Full Time Equivalent is the standard number of assigned agents and not in withdrawal in the PG
calculated on the MSP duration, it is refreshed according to the refreshment period defined in system configuration.
Distribution key per pilot.
Click on that key validates the display of a sharing analyze window according to the different pilots.
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Real time information
Real Time - Agents PG: Sharing key per pilot
Resource breakdown
Data on MSP concerning PG (per pilot / for all pilots)
All Rights Reserved © 2006, Alcatel-Lucent
Resource Breakdown: Display the status of the agents logged in the PG.
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Real time information
Real Time - Agents
Real time information on the CCs: Agent
Real Time
Agents
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Select the concerned agent thanks to the "Agent list ".
The visible agents in the "Agents" lists are those belonging to the group named in the list " Agents PG ".
To display all the agents from the CCd, select "indifferent" in the heading " Agents PG ".
Statistics Frame on MSP per pilot: Indicate the past time sharing for different status of the agent, and according to the pilot
which is stemming from the call.
Data are calculated on the MSP and refreshed on the one hand on a period equal to 10 times the refreshment period defined in
system configuration and on the other hand at the end of the communication, at the time of the ticket broadcasting.
During the communication, the system memorizes the real time status of the agent.
The MSP value is recalled between brackets in the box title.
Received calls Nb: Received calls Nb by the agent and stemmed from the specified pilot in the list.
On Pilot: Allow the pilot selection. That is from calls of that pilot that the agent statistics are established. To count the agent
calls without taking into account of their origin, select »All".
Sharing list: Allow to change the calls distribution according to phone status of the agent. possible choice: Pluralities on MSP,
Percentage, Standard duration. per call, standard duration of the agent ACD communications …..
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Real time information
Real Time - Agents: Statistics since log-on
Real time information on the CCs: Agent
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Log-on time: Hour to which the agent is connected.
Log-on duration: duration from which the agent is connected.
Withdrawals: 2 counters The first counter indicates the withdrawal setting-up number carried out by the agent from his log-on.
The second counter located to the right indicates past concurrently hold time in withdrawal.
Private calls: 2 counters. The first indicates the private number of calls (start and end) carried out by the agent from its
connection to the ACD. The second counter indicates past concurrently hold time in private communication. That heading is
refreshed at each private communication end of the agent.
# of outgoing calls answered: number of Outgoing ACD calls for which the agent is passed in communication. That heading is
refreshed at each communication end.
# of ACD calls processed: number of calls the agent has answered from his connection to the ACD. That heading is refreshed at
each communication end (ACD or other) of the agent.
# of ACD calls refused: number of Refused ACD calls by the agent from his connection to the ACD. A refused call is a call having
rung the set of an agent and having not obtained response from that agent.
# of calls picked-up: number of ACD calls intercepted by the agent.
# of ACD calls transferred: number of ACD calls served by the agent then transferred to another agent or setting up set.
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Real time information
Real Time - Agents: Current state
Real time information on the CCs: Agent
PG Name in
which the
agent is
assigned.
Service state
of the agent
Duration
from which
the agent is
in the
previous
state
Phone state of
the agent
Multiline calls
icon
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Current state
Agent service status:the possible values are:
"Log Off"
"Log On (without PG Ag.)"
« assigned current PG "
"Log On in withdrawal"
Pilot: pilot name which is stemming from the ACD call on treatment way. If the call is not an ACD call, nothing is displayed.
Alert
Inform the user of the number of alerts sent by the system concerning the agent.That number included between 1 and 100 is
inscribed in a yellow color pad. If no alert concerns that agent, the pad is green
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Real time information
Real Time - Agents
Others Actions on Agent key
All Rights Reserved © 2006, Alcatel-Lucent
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Real time information
Real Time - Teams
Real time information on the CCs: Teams
Real time
Processing groups / Teams
Size of
the icon
Alerts
zoom
PG real
time
Call type
zoom
Agents
Logged Off
Phone status
Service status
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Tools strip
Icons size: Agents graph overview thanks to high size, standard size and small size icons.
Icon: The phone states or the service status of agents present in a team are symbolized in graph mode by special icons.
The background colors are similar to the configuring colors of pie charts (see to window »Customize...": tab " Pie Charts " to
change them).
This icon
(multiline) will not be displayed if the agent has only one call.
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Real time information
Real Time - Incidents
Real time information on the CCs: Incidents
Real time
Incidents
The incidents window displays messages in the event of problems
These anomalies mainly concern the configuration and connections with the
Alcatel OmniPCX
All Rights Reserved © 2006, Alcatel-Lucent
The incidents window displays messages at the time of possible problems.
These anomalies mainly concern the configuration and the connections with the PABX.
The window can contain about 800 messages. Over that, the software erases the 50 last messages from the list.
Each message is preceded from its stamping with hour and date.
The window can be put in icon but re-appear as soon as a new incident matters (can be set).
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Real time information
Real Time - Alarms
Real time information on the CCs: Alarms
The "Alarms" window is destined to store and display the various CCd alarms
Real time
Alarms
Erase the selected event
Customize the alarms
Save the events
Erase all events
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That window can be put in icon. If it is closed, it re-appears as soon as a new alarm matters.
Alarms: that list contains the high level alarms.
The number of memorized events (100 maxi.) is indicated in a circle of red color.
Alerts: the alerts concern only the defined threshold overtaking for the trunk groups, the pilots, the WQ, the PG and the agents.
The number of memorized events (100 maxi.) is indicated in a circle of yellow color.
Indications: Messages sent at the conclusion of a creation,a modification or a cancellation of an object from the CCd.
The number of memorized events (100 maxi.) is indicated in a circle of blue color.
Key: Window display (configuration or real time) relative to the selected event in the inferior strip.
That key is available only if an event is displayed in the inferior strip and if it exists a link to a window for that event.
We can register the 100 of alarms, alerts and indications present in the lists of the window in clicking on the icon «Record »
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Real time information
Real Time - Alarms
Real time information on the CCs: Alarms
Three levels of events are represented:
Alarms: this list contains the high level alarms. The number of events stored (100
maxi.) is indicated in the red colored circle
Alerts: the alerts only concern overflow of the thresholds defined for the trunk
groups, pilots, queues, PGs and agents. The number of events stored (100 maxi.) is
indicated in the yellow colored circle
Indications: the indications are messages sent following a creation, modification or
deletion of a CCd object. In the case of a calendar transition, an indication is sent
one minute before. The number of events stored (100 maxi.) is indicated in the
blue colored circle
All Rights Reserved © 2006, Alcatel-Lucent
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Alerts
overview
Alarms configuration
Counter background color
CCsupervision
OmniPCX Enterprise
Sounds
(window/customize/sounds)
Alarms window
(Real time / Alarms)
Flashing CCd object in the navigator
(Navigator customization: Advanced Options tab)
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Alerts
Alarms thresholds
Trunk group
% busy rate of trunks
Pilot
Service level
Maximum conversation time
Minimum conversation time
Wrap up time
Efficiency
All Rights Reserved © 2006, Alcatel-Lucent
Alerts per object
Same thresholds alerts for all supervisors
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Alerts
Alerts thresholds
Waiting queue
Maximum waiting time
Processing group
Ringing duration
Number of no answers / MSP
Withdrawal duration
Private conversation duration
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MSP: Monitor Sampling Period
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Alcatel-Lucent OTCC Standard Edition
Real time information and alerts
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to display real time information concerning: Pilots, Queues, Processing groups,
Agents and to configure alerts thresholds
MANAGEMENT
1.
Information refresh period
1.1. Where is managed the real time refresh period?
What are the possible values?
1.2. Where is managed the refresh period for information on MSP?
Apply a coefficient in order to set up a period equal to 45 sec
2.
Move the objects (pilots., queue…) on the navigator and save your desktop
3.
Navigator customization
3.1. Customize 3 tabs:
1st tab: the whole matrix will be displayed. This tab will be called “whole”
2nd tab: Only the objects linked to the pilot1(3X600) will be displayed. It will be
called ”pilot1”
3rd tab: Only the objects linked to the pilot2(3X601) will be displayed. It will be
called ”pilot2”
3.2. Display some real time information on the graphical area on the CCs
3.2.1.
for the pilot: calls in progress
3.2.2.
for the normal queue: expected waiting time
3.2.3.
for the agents PG: the number of idle agents
3.3. Modify the background of the CCs: use a BMP file available on your computer
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Ref. CCD01014H01TEUS.doc
HO. 1
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Alcatel-Lucent OTCC Standard Edition
Real time information and alerts
4.
Display and analyze the main real time information:
4.1. Concerning the trunk groups
4.2. Concerning the pilots
4.3. Concerning the queues
4.4. Concerning the PG.
Check also the resources breakdown for the agent PG
4.5. Concerning the agents
From the CCs, activate the Log on/ Log off of the agent
Activate the withdrawal
5.
Alerts, alarms and indication management
5.1. Manage the following thresholds for the alarms ( X= node number ) and test them
Trunk group (x2)
Busy rate of trunks on T2
90 %
Pilots 3X601
Service level
90% within 10s
Max conversation
480s
Min conversation
5s
Wrap up time
60s
Efficiency
90%
Waiting queue 3X700
Maximum waiting time
60s
Processing group 3X800
Ringing duration
5s
Number of no answers
2
Withdrawal duration
10min
Private conversation duration
120s
Check that these alarms appear in the corresponding window
5.2. Activate the sounds when an indication, and alerts or an alarm is generated
5.3. Validate the flashing of an object on the navigator as soon as an alert threshold
concerning this object is reached
HO. 2
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Alcatel-Lucent OTCC Standard Edition
Real time information & alerts
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to display real time information concerning: Pilots, Queues, Processing groups,
Agents and to configure alerts thresholds
MANAGEMENT
1.
Information refresh period
1.1. Where is managed the real time refresh period?
What are the possible values?
The real time refresh period is managed in the CCs, in “Configurations / System”
The possible values are from 1 to 50 sec
1.2. Where is managed the refresh period for information on MSP?
Apply a coefficient in order to set up a period equal to 45 sec?
The refresh period for information on MSP is managed in the CCs, in “Window /
Customize / Real time” and is proportional to the real time refresh period.
In order to set up a 45 second period, you have to apply a coefficient “15” (15*3=45)
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Ref. CCD01014S01TEUS.doc
HOS. 1
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Alcatel-Lucent OTCC Standard Edition
Real time information & alerts
2.
Move the objects (pilots., queue…) on the navigator and save your desktop
Validate the following button on the CCs, use the “Shift Key”, select and move the objects
that you want to move.
When the move is finished, in order to keep your management, you can save your desktop
(automatically or manually) by using: “window / save the desktop”
3.
Navigator customization
3.1. Customize 3 tabs.:
1st tab: the whole matrix will be displayed. This tab will be called “whole”
2nd tab: Only the objects linked to the pilot1(3X600) will be displayed. It will be
called ”pilot1”
3rd tab: Only the objects linked to the pilot2(3X601) will be displayed. It will be
called ”pilot2”
In order to customize the navigator, you can use the “explorer” button on the CCs
and then select the objects which will be hidden or which will be visible
Otherwise, you can also use the “selection mode” button
then select the objects which will be hidden or which will be visible
, and
Or, it also possible to customize the navigator by using the following button from the
CCs
Then select the objects that you want to display on each tab and assign a name
HOS. 2
Ref. CCD01014S01TEUS.doc
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Real time information & alerts
For the 1st tab:
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HOS. 3
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For the 2nd tab:
Do the same for the 3rd tab
HOS. 4
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Real time information & alerts
3.2. Display some real time information on the graphical area on the CCs
3.2.1.
for the pilot: calls in progress
3.2.2.
for the normal queue: expected waiting time
3.2.3.
for the agents PG: the number of idle agents
Use the customization button, and select the “real time info” options
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Ref. CCD01014S01TEUS.doc
HOS. 5
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Real time information & alerts
3.3. Modify the background of the CCs: use a BMP file available on your computer
Use the customization button, select the “Advanced options” menu and select
background
Look for a BMP file in your PC
HOS. 6
Ref. CCD01014S01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Real time information & alerts
4.
Display and analyze the main real time information:
4.1. Concerning the trunk groups
From “mgr”, validate in the trunk groups the following parameter
Go to: “Trunk groups / trunk group / Review/Modify”
Then, from the CCs, go to: “Real time / Trunk group”
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Ref. CCD01014S01TEUS.doc
HOS. 7
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Real time information & alerts
4.2. Concerning the pilots
From the CCs, go to: “Real time / Pilots”
4.3. Concerning the queues
From the CCs, go to: “Real time / Queue and waiting room”
HOS. 8
Ref. CCD01014S01TEUS.doc
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Real time information & alerts
4.4. Concerning the PG
From the CCs, go to: “Real time / Processing groups / PG Agents/IVR/Team”
You can visualize the agents status:
-
ACD conv.
-
Wrap up
-
….
Check also the resources breakdown for the agent PG
Issue 03
Ref. CCD01014S01TEUS.doc
HOS. 9
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HOS. 10
Ref. CCD01014S01TEUS.doc
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Real time information & alerts
4.5. Concerning the agents
From the CCs, go to: “Real time / Agent”
From the CCs, activate the Log on/ Log off of the agent
For these operation, use the following button
and then
Activate the withdrawal: It is not possible; we can only cancel a withdrawal
Issue 03
Ref. CCD01014S01TEUS.doc
HOS. 11
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Real time information & alerts
5.
Alerts, alarms and indication management
5.1. Manage the following threshold for the alarms ( X= node number ) and do the test
Trunk group (x2)
Busy rate of trunks on T2
90 %
Pilots 3X601
Service level
90% within 10s
Max conversation
480s
Min conversation
5s
Wrap up time
60s
Efficiency
90%
Waiting queue 3X700
Maximum waiting time
60s
Processing group 3X800
Ringing duration
5s
Number of no answers
2
Withdrawal duration
10min
Private conversation duration
120s
Check that these alarms appear in the corresponding window
HOS. 12
-
Threshold management for the T2 trunk group
-
From the CCs, go to: “Configurations / Trunk groups”
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Real time information & alerts
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Threshold management for the pilot 3X601
-
From the CCs, go to: “Configurations / pilot”
-
Threshold management for the queue 3X700
From the CCs, go to: “Configurations / queue and waiting room”
-
Threshold management for the PG 3X800
Ref. CCD01014S01TEUS.doc
HOS. 13
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From the CCs, go to: “Configurations / Processing group / PG agent”
5.2. Activate the sounds when an indication, and alerts or an alarm is generated
From the CCs, go to: “Window / customize / Sounds” and enable sounds
HOS. 14
Ref. CCD01014S01TEUS.doc
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Real time information & alerts
5.3. Validate the flashing of an object on the navigator as soon as an alert threshold
concerning this object is reached
From the CCs, use the “customization” button
options” menu
Issue 03
Ref. CCD01014S01TEUS.doc
and choose the “Advanced
HOS. 15
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HOS. 16
Ref. CCD01014S01TEUS.doc
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Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Predefined Statistic Reports
All Rights Reserved © 2006, Alcatel-Lucent
1
OBJECTIVES
To know the possibilities of the statistics
To describe the principle of the statistics
To program the automatic editions Excel and to find the result files
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Predefined Statistic Reports
Generalities
Statistic files storage in the Alcatel-Lucent OmniPCX enterprise
Which resources are observed?
The resources concerned from a statistics point of view are the CCD objects observed in real
time and during the statistics processing period:
The trunk groups
The pilots
The agents and other processing groups
The agents …
The transaction codes: the transaction codes and the business codes are the codes assigned to
the clients. Only the business codes are used (coded on 3 digits and limited to 1000)
What are the observed periods?
The statistics are classified in two groups:
Short periods (1/4 hour to 1 hour)
Periods of one day
Each group has a life duration that can be configured according to the storage capacity
available and the information throughput generated by the system
All Rights Reserved © 2006, Alcatel-Lucent
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Predefined Statistic Reports
Generalities
Statistic files generation principle
/usr4/afe
Daily temporary
files
procedure
at OHOO
Consolidated files
obj<date>.sta
tr<date>.sta
ind<date>.sta
te<date>.sta
tc<date>.sta
dy<date>.sta
hr<date>.sta
ev<date>.sta
OmniPCX
Hard drive
Used by the CCs application
batch-hour
at 1HOO
Temporary files purged
or off-limits
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Generalities
Temporary files of the current day
Each day, at midnight, 5 temporary files are created
obj<date>.sta
tr<date>.sta
ind<date>.sta
te<date>.sta
tc<date>.sta
They are kept 24 H
After 24 H, they are emptied, concatenated and induce the consolidated
files creation: « .sta » (dy,hr,ev)
Then, they are deleted
All Rights Reserved © 2006, Alcatel-Lucent
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Predefined Statistic Reports
Generalities
The statistic files
Are located in the "/DHS3dyn/afe" repertory directory
Are created one file per day and per type
Several types of statistics file are available:
« hr yymmdd.sta » files, with a granularity of ¼ H, ½ H or 1 H . These detailed files
are kept 5 weeks per default
« dy yymmdd.sta » and « ev yymmdd.sta » files with a granularity of one day.
These files are kept 12 months per default
« dy yymmdd.sta » contains the objects statistics
« ev yymmdd.sta » contains the change in state of the objects subject to statistics
(logon/logoff, withdrawal/assign agents, open/close processing groups)
All Rights Reserved © 2006, Alcatel-Lucent
Files name
Granularity
File « life duration »
hr<date>.sta
1/4 H... 1H
5 weeks
dydate>.sta
ev<date>.sta
1 day
1 year
5
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Predefined Statistic Reports
Generalities
Statistics (EXCEL via CCsupervision)
It’ s possible to create statistic reports concerning the CCd objects
Complete predefined data on pilot, processing group, agent, code, trunks….
All parameters available in statistic reports are explained in the HELP file, located
in:
C:/ Program Files / Alcatel-Lucent / A4400 Call center supervisor / “language” / Excel /
Doc ( Stat_lang.pdf)
These reports can be generated manually or automatically
OmniPCX Enterprise
EXCEL Spreadsheet:
predefined data
All Rights Reserved © 2006, Alcatel-Lucent
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Predefined Statistic Reports
Generalities
Communication tickets
Generated
At the end of communication by agent (on CCd or private call)
On abandons, on rerouting, on overflow
Contain an historic of the communications
Pilot, queue, group used
Duration of waiting, ringing, conversation, wrap-up, pause.....
CCdistribution
Production
Productionof
of
comm.
comm.tickets
tickets
monitoring
RAM
RAM
write process
after 15 min.
Storage
under
files
OmniPCX Enterprise
Hard-disk
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7
Example of comm. Tickets
N°
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19,21,23
Type
long
long
long
long
long
short
short
short
short
short
short
short
short
short
short
short
short
short
short
Field
ticket_ref
parent_ticket_ref
child_ticket_ref
beginning_date
end_date
trunk_group
pilot_number
reception_group
processing_group
dest_agent
answering_agent
previous_waiting _time
waiting_time
ivr_waiting_time
ringing_time1
ringing_time2
talking_time
call_on_hold_time
enquiry_desti
Meaning
Unique communication record identifier
Pointer on the parent communication record (if exists in case of chained calls)
Pointer on the child communication record (if exists in case of chained calls)
Date of the comm. record creation event ( I/C call, transfer, etc...)
Date of the comm. record closing event. (end of pause, transfer, ...)
trunk used (ACD call or private)
Pilot called (ACD call only)
Queue used
Processing group used
1st agent selected to handle the call by the distribution
Agent that served the call
call waiting before IVR connection on the parent comm.record
Real waiting time in queue
connection to the ivr port (ivr in queue) / value -1 :conn. refused
Total ringing time of agent(s)
Ringing time on the agent that served the call
Conversation time
on hold time
3 first second call destination (i=1, 2 or 3)
20,22,24
short
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
short
short
char[15]
char
long
short
short
short
short
short
char
char
long
char[8]
byte
byte
short
enquiry_timei
transfer_dest
transaction_time
transaction_code
intro_guide_time
comm_release_date
wrap_up_time
wrap_up_activ_number
pause_time
help
voice_guide_type
pilot_state
rec_by_mutual_aid
IVR_ticket_ref
initial_number_called
Creat_cause
End_cause
Record_time
duration of 3 first second call destination (i=1, 2 or 3)
Transfered destination
Time to type the transaction code
Transaction code (15 digits)
greeting guide duration
Date of the end of conversation (call release or transfer to another pilot)
Wrap-up duration
Number of manual wrap-up session requested on pause
Pause duration
Type of help value (none,accepted&listen,acc.&conf.,rejected,cancelled)
last voice guide heart by the caller
pilot status when the call was submitted to its call routing rule
if received by matual-aid
IVR provided call [statistics] record/ISDN NDS
the directory number dialled by the caller, before any DDI translation
Cause of ticket creation (32 types of cause)
Cause of ticket closure (33 types of cause)
conversation record duration on voice mail
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Predefined Statistic Reports
Manual edition
Manual edition windows
Statistics / Excel /
Pilot
Agent
Processing group…
All Rights Reserved © 2006, Alcatel-Lucent
The check box «edition by PG agent» is used to get more information in the general template.
If this box is not checked, no value will be put in the tables used for the breakdown per PG in the general template.
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Predefined Statistic Reports
Manual edition
Types of editions of manual Excel statistics
The type of output can be "Daily" or "Over several days of the month". In the
last case, it is a period between 1 and 31 consecutive days
Start date & end date of Excel manual statistics editions
These are the dates from which the edit takes place and when it terminates.
The time format is HH MM, with an accuracy of 1/4 hour
In the case of statistics over several days, the begin and end hour apply to
each day
E.G: From January 1 8:00 to January 2 18:00 generates two lines, January 1 8:00 ->
18:00 and January 2 8:00 -> 18:00, excluding so the 18:00 to 8:00 time slice
between the two days
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Manual edition
Output granularity of Excel statistics
The granularity is the resolution with which the output is processed. Three
choices are possible: “1/4 hour", "1/2 hour" and "1 hour". In the case of
output on several days, the granularity is equal to one day
Activation modes of Excel manual statistics
“Print“: Printing is carried out on the default printer defined in Windows
“Save”: Saving of the statistics in an Excel file. This file is located by default
in the last directory used, but the target can be modified by the user via the
dialogue box
“Excel Display”: Reports displayed on screen using “TEMP.xls” Excel file
All Rights Reserved © 2006, Alcatel-Lucent
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Predefined Statistic Reports
Manual edition
Available templates
General
This template is present for all the available objects (pilot, agent…) and contain all
the object available statistics.
Detailed report
This is a customized template, present for only some objects, which contains the
most often used statistics counters, day per day.
Detailed graph
Graph that give the calls breakdown, day per day
Summary report
This template is not available for all objects and contains global (not day per day)
short information (an object per line)
Summary graph
This graph show the global activity (not day per day) of several objects
All Rights Reserved © 2006, Alcatel-Lucent
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Predefined Statistic Reports
Automatic edition
Automatic edition windows
The precompiled statistics are used to provide an automatic edition of the
statistics.
This edition can be done every day, every week or every month.
After the statistic edition, the system creates a backup folder under
directory, with a name attached to the object:
C:\ program files\ Alcatel\ A4400 call center supervisor \ Excel \
\ daily
\ weekly
\ monthly
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12
If you configure an automatic edition of statistics for 15 agents, you will get 15 excel files!!
The principle is the same for the other CCdistribution objects.
Therefore if a global view of the activity is needed with a detail per object in the same file, a list of pilots or agents has to be
created
But if we want to get in the same file, the statistics of several objects in one object, a superobject has to be created.
Possibility to create some super-objects that will add the values of several same objects on a template.
To do this you must select the super-object that you’ll find in the available object list when you make a statistic request through
the CCs, this object will be create in config ->super-object.
Super-objects available: Pilot, PG agent and PG others.
Maximum of 10 objects for a super-object.
Option in the CCs
- Do not display the lines without values: only for the beginning and the end.
- No edition made if there isn’t any values: a message will indicate that there is no values for the edition period.
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Ref. CCD01009P01TEUS
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Predefined Statistic Reports
Automatic edition
To manage an automatic edition:
Configuration \ Precompiled statistics
Daily
monthly
weekly
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Alcatel-Lucent OmniTouch Contact Center Standard Edition – Predefined Statistic Reports
Ref. CCD01009P01TEUS
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Predefined Statistic Reports
Automatic edition
Management of the different edition parameters
1
Daily edition
2
5
4
3
All Rights Reserved © 2006, Alcatel-Lucent
1 - Select the output time
2 - Select the pilot or the pilots
3 - Select if you want to print or or save your edition, or both
4 - Select the templates you want to used
5 - Select your granularity
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14
Predefined Statistic Reports
Automatic edition
Management of the different edition parameters
Weekly edition
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15
Same window and same procedure than for the daily edition, the only difference is that you need to select an output day.
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Predefined Statistic Reports
Automatic edition
Management of the different edition parameters
Monthly edition
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Same management than for the daily edition, output day more to manage.
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Predefined Statistic Reports
List of object
Possibility to create a list of object
Provides a global view of the activity, with a detail per object, in a single
file
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17
First you add a list, you give a name to the list, and you press the ENTER key.
The pilot list is available only after this operation.
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Predefined Statistic Reports
List of object
Creation of a list (continuation)
All Rights Reserved © 2006, Alcatel-Lucent
After the creation of this list, you can find it in the available object for the request.
This list can be used in an automatic request, and also in a manual request.
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Predefined Statistic Reports
Automatic edition restart
Automatic edition restart
Allows the manual re-launch of the edition of a daily, weekly or monthly
statistics Excel report
From CCs: “Statistics” / “Excel” / “Automatic edition restart”
When a request has been made you find the result in:
C:\ program files\ Alcatel \ call center supervisor \ excel
\daily
\weekly
\monthly
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Statistics: Principle and Possibilities
Excel
EXCEL parameters customization
From CCs: Window / customize…
Maximum number of objects that
can appear in an Excel form
(up to 25).
If this option is not checked, the
user will not have any access to
the CCs Excel functions.
Password used to protect the
Excel forms.
Check this box to maintain the
anonymity of agents in Excel
forms.
All Rights Reserved © 2006, Alcatel-Lucent
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Statistics: Principle and Possibilities
Excel
EXCEL parameters customization
From CCs: Window / customize…
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21
"The edition is done even if there is no info in the given period:"
Check this box to carry out the statistic edition even if there is no information for the given period.
"Also display period with no info:"
Check this box to display every period even if it contains no information.
Note: this option is not available for some formats.
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Ref. CCD01009P01TEUS
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22
Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
PROCEDURE
OBJECTIVE
-
To learn how to create statistic report
Issue 03
Ref. CCD01009C01TEUS.doc
P. 1
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Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
PROCEDURE
1.
Statistics edition with CCsupervision software
1.1. Manual request
Application
CCsupervision
Path
Statistics \ Excel
Action
Selection
Available pilots
Activation mode
Save
Excel display
Keep excel links
Run Macro
(ACDMacro)
Available templates
General
Type of edit
Daily
Over several days of
the month
Output granularity
¼ hour
½ hour
1 hour
start date for edit
end date for edit
edition by pg
top 5 edition
list of 5 pg agent/ivr
delete a pg agent/ivr
P. 2
Tab
Choose an object for a statistic edition (e.g: a pilot)
Choose the pilot on which you want to get some statistics
Add
If you want to add several pilots in “selected pilots”, you need to check in
window / customize /statistics, the max number of objects contains in excel
form(max: 25 objects).
Tick the activation mode you wanted to
You can tick several mode simultaneously
Choice of the general template
Add
The “general” template appears in the column selected templates.
You can add several templates simultaneously .
Only available if you make a daily edition
Only available if you make an edition on several days of the month
Tick this parameters to get a detail of the statistics according to the pg
5 best Pg for the pilot. The selection will be made automatically by the system
you select the Pg that you want to display
enable to delete a Pg from the list if you choose a list of 5 Pg agent/ovr
Ref. CCD01009C01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
1.2. Automatic request
Application
CCsupervision
Path
Configuration \ precompiled statistics \ Daily
Action
Selection
Daily edition
Output time
Available pilots
Run Macro
(ACDMacro)
Tab
Launching time of the statistics request
Choose an object for a statistic edition (e.g.: a pilot)
Choose the pilot on which you want to get some statistics
Add
If you want to add several pilots in “selected pilots”, you need to check in window /
customize /statistics, the max number of objects contains in excel form(max: 25
objects).
If you need to launch a macro for the statistic edition
Save
You can save or print the statistics results
Available
templates
General
Choice of the general template
Add
The “general” template appears in the column selected templates.
You can add several templates simultaneously .
Type of edit
Daily
Over several
days of the
month
Output
granularity
¼ hour
½ hour
1 hour
Only available if you make a daily edition
Only available if you make an edition on several days of the month
Start date for
edit
End date for edit
Edition by pg
Tick this parameters to get a detail of the statistics according to the pg
top 5 edition
5 best Pg for the pilot. The selection will be made automatically by the system
you select the Pg that you want to display
enable to delete a Pg from the list if you choose a list of 5 Pg agent/ivr
list of 5 pg
agent/ivr
delete a pg
agent/ivr
Issue 03
Ref. CCD01009C01TEUS.doc
P. 3
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Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
Application
CCsupervision
Path
Configuration \ precompiled statistics \ Weekly
Action
Selection
Weekly edition
Output day
Output time
Available pilots
Run Macro
(ACDMacro)
Tab
Launching day of the statistics request
Choose an object for a statistic edition ( e.g: a pilot )
Choose the pilot on which you want to get some statistics
Add
If you want to add several pilots in “selected pilots”, you need to check in window /
customize /statistics, the max number of objects contains in excel form(max: 25
objects).
If you need to launch a macro for the statistic edition
Save
You can save or print the statistics results
Available
templates
General
Choice of the general template
Add
The “general” template appears in the column selected templates.
You can add several templates simultaneously .
Type of edit
Daily
Over several
days of the
month
Only available if you make a daily edition
Only available if you make an edition on several days of the month
Output
granularity
¼ hour
½ hour
1 hour
start date for
edit
end date for edit Tick this parameters to get a detail of the statistics according to the pg
5 best Pg for the pilot. The selection will be made automatically by the system
edition by pg
you select the Pg that you want to display
top 5 edition
enable to delete a Pg from the list if you choose a list of 5 Pg agent/ivr
list of 5 pg
agent/ivr
delete a pg
agent/ivr
P. 4
Ref. CCD01009C01TEUS.doc
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Issue 03
Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
Application
CCsupervision
Path
Configuration \ precompiled statistics \ Monthly
Action
Selection
Monthly edition
Output day
Output time
Available pilots
Run Macro (ACD Macro)
Tab
Launching day of the statistics request
Launching time of the statistics request
Choose an object for a statistic edition (e.g: a pilot)
Choose the pilot on which you want to get some statistics
Add
If you want to add several pilots in “selected pilots”, you need to check
in window / customize /statistics, the max number of objects contains in
excel form (max: 25 objects).
If you need to launch a macro for the statistic edition
Save
You can save or print the statistics results
Available templates
General
Choice of the general template
Add
The “general” template appears in the column selected templates.
You can add several templates simultaneously .
Type of edit
Daily
Over several days of the
month
Output granularity
¼ hour
½ hour
1 hour
Only available if you make a daily edition
Only available if you make an edition on several days of the month
Tick this parameters to get a detail of the statistics according to the pg
start date for edit
end date for edit
edition by pg
5 best Pg for the pilot. The selection will be made automatically by the
system
top 5 edition
list of 5 pg agent/ivr
delete a pg agent/ivr
Issue 03
you select the Pg that you want to display
enable to delete a Pg from the list if you choose a list of 5 Pg agent/ivr
Ref. CCD01009C01TEUS.doc
P. 5
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Predefined Statistic Reports
P. 6
Ref. CCD01009C01TEUS.doc
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Issue 03
Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to save and visualize the statistics with Excel (manual edition) and program the
statistics
MANAGEMENT
1.
Statistic Reports manual edition
1.1. Visualize the statistics with Excel, and use different templates (general, detailed
graph, summary report…).
-
Pilot (3X600)
-
Agent Processing group (3X800)
-
Agent (3X500)
1.2. Save the Excel statistics in a file
2.
Statistic Reports automatic edition
2.1. Manage a daily edition on agent 3X500 with the “Detailed report” template.
3.
Modify the Maximum number of objects that can appear in an Excel form (up to 25)
4.
Create a list of objects with pilot 3X600, 3X601 and edit the daily statistics with the
“Summary graph” template.
Where will be stored this report?
Issue 03
Ref. CCD01009H01TEUS.doc
HO. 1
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Predefined Statistic Reports
HO. 2
Ref. CCD01009H01TEUS.doc
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Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
HANDS-ON EXERCISES SOLUTIONS
OBJECTIVE
-
To learn how to save and visualize the statistics with Excel (manual edition) and program the
statistics
MANAGEMENT
1.
Statistic Reports manual edition
1.1. Visualize the statistics with Excel, and use different templates (general, detailed
graph summary report…)
-
Pilot (3X600)
-
Agent Processing group (3X800) ,
-
Agent (3X500)
1.2. Save the Excel statistics in a file
From CCs, go to: Statistics / Excel / pilot (e.g for pilot 3X600)
Use the same procedure for the agent PG and for the agent
Issue 03
Ref. CCD01009S01TEUS.doc
HOS. 1
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Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
2.
Statistic Reports automatic edition
2.1. Manage a daily edition on agent 3X500 with the “Detailed_report” template
From CCs, go to: Configurations / Precompiled statistics / Daily edition
3.
HOS. 2
Modify the Maximum number of objects that can appear in an Excel form (up to 25)
Ref. CCD01009S01TEUS.doc
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Issue 03
Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
4.
Create a list of objects with pilot 3X600, 3X601 and edit the daily statistics with the
“Summary_graph” template
From CCs, go to: Configurations / Precompiled statistics / Daily edition
Select the “lists of pilots” button
Then create a list of pilots (e.g: list called “list1”), and add the pilots 3X600 and 3X601
Select then the “list1” object and choose the “summary_graph” template
Issue 03
Ref. CCD01009S01TEUS.doc
HOS. 3
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Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
The report will be stored in: C:\ Program Files \ Alcatel \ A4400CCs \ Excel \ Daily \ Pilots \
“date” \ “list1.xls”
HOS. 4
Ref. CCD01009S01TEUS.doc
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