A L C T E L

Alcatel OmniPCX Enterprise

SECTION

RSI

Ed.03

Downloaded from www.Manualslib.com manuals search engine

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI

Section - RSI

SUMMARY

RSI
Overview ........................................................................................................... . 3
1. Overview .................................................................................................. . 3
Architecture ....................................................................................................... . 5
1. Basic RSI architecture............................................................................... . 5
2. RSI architecture integrating an SSBD ...................................................... . 6
Detailed description .......................................................................................... . 7
1. Overview .................................................................................................. . 7
2. RSI operation ........................................................................................... . 7
3. Features available to RSI agents and supervisors .................................. .15
4. RSI supervision from the CCS application................................................ .17
5. The SSBD in the RSI environment ............................................................ .18
Configuration procedure ................................................................................... .27
1. Overview .................................................................................................. .27
2. Principle for configuring the RSI in the OmniPCX Enterprise .................. .27
3. Declaring the RSI entry point................................................................... .28
4. Declaring the ACD authorized phone sets dedicated to the RSI
agents and supervisors........................................................................... .30
5. Selecting the substitute or standard mode for the RSI agents................ .30
6. Declaring the RSI agent domains and skills ........................................... .31
7. Configuring the voice guides that can be used for the RSI ..................... .31
8. Declaring the RSI agents and supervisors............................................... .32
9. Configuring the parameters specific to the RSI agents and
supervisors .............................................................................................. .34
10. Declaring the RSI processing groups..................................................... .36
11. Assigning the agents and supervisors to the RSI processing
groups ..................................................................................................... .36
12. Declaring the virtual hybrid link ........................................................... .37
13. Configuring the SSBD............................................................................. .38
Maintenance...................................................................................................... .39
1. RSI defense .............................................................................................. .39
2. RSI maintenance commands.................................................................... .40
3. SSBD maintenance................................................................................... .42

Ed.03 Ref.3EU19919ENAA .1
Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI

.2 Ref.3EU19919ENAA Ed.03
Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Overview

44A01906500A000AAEN

RSI
Overview
Edition: 03

1. Overview

The RSI (Routing Service Interface) is an OmniPCX Enterprise interface for voice call processing
which improves integration of the Genesys Suite in the OmniPCX Enterprise environment. The Ge-
nesys suite is a CTI application for call centers that allows routing strategies for OmniPCX Enterprise
incoming calls to be configured.

The main services provided by the RSI are:

- Routing calls to "non agent" sets

- Delivering calls to an available OmniPCX Enterprise call center agent (local, network or
external) using CSTA call routing services

- Connecting to voice guides and detecting DTMF transmissions for a given call

- Presenting real-time and deferred data provided by the Genesys and Alcatel modules

- Providing ACD capacities to telephony features. These services can be controlled either by the
OmniPCX Enterprise, or by a "Desktop agent" CTI application.

- Performing back-ups on the OmniPCX Enterprise CCD if the network goes down or when
there is no Genesys server

- Synchronizing the OmniPCX Enterprise RSI objects with those of the Genesys suite using a
Two-Way Synchronization Server (SSBD).

To do this, the RSI uses the advantages of OmniPCX Enterprise CCD agent features and the call
routing, statistics, and customization capacities of Genesys solutions.

Ed.03 Ref.3EU19919ENAA .3
Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Overview

.4 Ref.3EU19919ENAA Ed.03
Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Architecture

44A01906500A301AAEN

RSI
Architecture
Edition: 03

1. Basic RSI architecture

IRD / URS
Genesys Suite
Tserver

CSTA

RSI
OmniPCX Enterprise
Telephone
services

Call incoming
to the RSI

The RSI architecture is organized around the following two components:

- The Genesys suite, which provides the following modules for the RSI:
• Tserver (CTI Server): the module in charge of transmitting the information messages related to
incoming calls (requests/responses) from the RSI to the Genesys suite and vice versa.
• IRD (Interaction Router Designer): the interface in charge of editing the routing strategies to be
applied to incoming calls
• URS (Universal Router Server): the module in charge of executing the routing strategies
associated with incoming calls.

- The RSI, installed in the PCX and in charge of:

• Receiving incoming calls
• Providing the internal (agents, voice guides, DTMF detectors, etc) or external (IVR [Interactive
Voice Response], etc) resources to the Genesys suite, so that the routing strategies can be
applied to incoming calls.

Messages between the RSI and the Genesys suite are exchanged by the CSTA services.

Ed.03 Ref.3EU19919ENAA .5
Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Architecture

2. RSI architecture integrating an SSBD

A Two-Way Synchronization Server or SSBD can be added to the previous basic configuration. The
SSBD is a PC application operating in a Windows 2000 environment. Its role is to synchronize the
OmniPCX Enterprise RSI objects with those of the Genesys suite.

The SSBD is connected to the Genesys suite and the OmniPCX Enterprise via the following interfaces:

- ACAPI (Alcatel Configuration Program Interface), which allows the OmniPCX Enterprise RSI
objects to be extracted and then trasmitted to the Genesys suite for synchronization.

- CFGLIB, which allows the Genesys suite RSI objects to be extracted and then transmitted to the
OmniPCX Enterprise for synchronization.

As for the other Genesys suite servers, the SSBD also uses the following interfaces for correct operation:

- SCI (Solution Control Interface), which controls the interface from which the SSBD is started
and stopped

- SCS (Solution Control Server), which sends a start or stop request to the LCA with the SSBD
parameters

- LCA (Local Control Agent), which starts or stops the SSBD using the parameters provided by the
SCS.

Figure 1 : SSBD architecture

SSBD
Genesys suite

Config Server CFGLIB

Genesys suite

Tserver

Synchro Server
LCA

SCS RSI
OmniPCX
ACAPI Enterprise

SCI

.6 Ref.3EU19919ENAA Ed.03
Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Detailed description

44A01906500A042AAEN

RSI
Detailed description
Edition: 03

1. Overview

The document describes:

- RSI operation

- The features available to RSI agents and supervisors

- SSBD integration in the RSI environment.

For more information on Genesys modules (Tserver, IRD and URS), refer to the corresponding Genesys
documentation.

2. RSI operation

2.1. Types of calls to the RSI

OmniPCX Enterprise
In communication Internal user RSI
1 Call in the RSI

2 2
Public
network
External user
Internal user

External user

There are several types of calls to the RSI:

: Calls to the RSI initiated by an internal user1 in communication with an external user (RSI consul-
1
tation call before transfer). During the consultation call, the internal user can request the following
from RSI:

1 The internal user can also be an agent or an attendant.

Ed.03 Ref.3EU19919ENAA .7
Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Detailed description

- Information on an RSI agent, and transfer of the external user to this agent, if desired. If the call is
transferred, the transfer is said to be supervised2

- Direct transfer of the external user without waiting for the RSI agent response. In this case, the
transfer is said to be blind2.

2 : Calls to the RSI initiated by an internal 1 or external (direct RSI call) user.

Warning: All internal calls to the RSI, whether direct or following a consultation call, requires the use
of a virtual hybrid link in the OmniPCX Enterprise.

2.2. Incoming calls to the RSI

Back-up CCD
or RSI group

OmniPCX Enterprise
RSI

SET_FEATURE_ROUTING_ENABLE
Call in the RSI
Genesys
solution

In its capacity as the point of entry for calls, the RSI is considered to be a routing point by the Genesys
environment and is therefore controlled by the Tserver. The RSI supports the registration service of the
routing point SET_FEATURE_ROUTING_ENABLE that enables the Main Tserver to identify itself with res-
pect to the RSI3. If there is no TServer implementing the RSI, or if the link with the TServer is inoperative,
the call is immediately routed to the overflow address configured in the RSI (back-up CCD, RSI group).

Otherwise, a route request is sent to the Genesys suite via the Tserver ( 1 in the following figure). This
applies to direct RSI calls and RSI consultation calls before supervised transfer.

RSI consultation calls before blind transfer are in the Call Consultation state as soon as they arrive in
the RSI. During this phase, the calling party can:

- Cancel the consultation call and return to the initial communication

- Transfer the caller to the RSI. In this case, the calling party can hang up, and a route request is
sent to the Genesys suite via the Tserver (in 1 ).

2 Transfers from consultation calls are configured in system management.

3 An RSI can be supervised (Monitor) by several Tservers, but activated (Enable) by only one.

.8 Ref.3EU19919ENAA Ed.03
Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Detailed description

7 2
Back-up CCD
or others Local agent

3
OmniPCX Enterprise
RSI Remote agent
(external or network)
1
4
Call in the RSI Genesys
solution
Voice guide

6 5

DTMF detection

CCiVR or
others

The incoming call is assigned one of the following routing methods by the URS:

- 2 Routing to an available local agent or business set

- 3 Routing to an available network or external agent or business set

- 4 Parking on an OmniPCX Enterprise voice guide

- 5 Request for DTMF transmission acknowledgement by the OmniPCX Enterprise

- 6 Routing to another destination (local, network, external, CCiVR).

Routing mechanisms are the same whether the agent and/or the RSI is local or remote. The CSTA
services used are the same.

Note: A timer is activated as soon as the call arrives in the RSI (RSI overflow timer). If no action has
been performed by the URS when this timer elapses, the call is distributed to the overflow address
associated with this timer (back-up CCD, etc) (in 7 ).

Ed.03 Ref.3EU19919ENAA .9
Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Detailed description

2.3. Calls distribution in the RSI

2.3.1. Routing calls to agent

2.3.1.1. Principle

Back-up CCD
or others

OmniPCX Enterprise
RSI 1 Route Request

2 Route Select Agent 1

4 RouteEnd
Genesys
3 solution

Agent 1

The procedure for routing a call in the RSI to an agent is:

- 1 : An available agent is searched (ROUTE_REQUEST)

- 2 : An available agent is selected (ROUTE_SELECT)

- 3 : The agent is rung

Note: If the agent does not answer when the Ringing overflow timer elapses, the call is distributed
to the overflow address associated with the timer (back-up CCD, etc) unless it is a consultation call.

- 4 : An end of service notification (ROUTE_END) is sent.

Note: Processing can also be applied outside a routing block (Mandatory Treatments).

2.3.1.2. Additional information on RSI consultation calls before supervised transfer

1. Before stage 2 , the calling party is no longer in communication with the RSI but directly in
communication with the selected agent. When the agent set rings, the calling party can either:
• Transfer the first caller to the rung agent
• Wait for the call with the agent to be established. The calling party can then:
Place a broker call with the two callers
Initiate a conference

.10 Ref.3EU19919ENAA Ed.03

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Detailed description

Cancel the conference

Transfer the agent to the first caller
Cancel the consultation call with the agent and return to the first caller.

2. Before stage 2 , and when the RSI overflow timer elapses, if the URS is not configured to route
this type of call it sends an end of service (ROUTE_END) notification to the Tserver. The RSI informs
the calling party that their call is now seen as an RSI consultation call before blind transfer. The
calling party can either:
• Cancel it and return to the initial call
• Transfer the call to the RSI. In this case, a ROUTE_REQUEST is sent to the Genesys suite and
an available agent is searched (stage 1 ).

3. At stage 2 , if the URS is configured to route this type of call but the RSI overflow timer elapses and
there is no script is attached to it, the Tserver sends an end of service (ROUTE_END) notification
to the RSI. The RSI distributes the call to the overflow address associated with the timer (back-up
CCD [local or network], etc).

2.3.2. Rerouting calls to agent

Back-up CCD
or others

OmniPCX Enterprise

RSI 2 Reroute Request

3 Route Select Agent 2

5 RouteEnd
Genesys
1 4 solution

Agent 1 Agent 2

If call routing, as described in the previous paragraph, fails because the selected agent (in 1 ) cannot
be reached or becomes busy, the REROUTE_REQUEST service searches for another agent. The routing
strategy is:

- 2 : A new agent search is requested (REROUTE_REQUEST)

- 3 : A new available agent is selected (ROUTE_SELECT)

Ed.03 Ref.3EU19919ENAA .11

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Detailed description

- 4 : The agent is rung.

Note: If the agent does not answer when the Ringing overflow timer elapses, the call is distributed
to the overflow address associated with the timer (back-up CCD, etc), unless it is a consultation call.

- 5 : An end of service (ROUTE_END) notification is sent.

2.3.3. Parking calls

When all resources are being used, calls cannot be routed to a free agent. Calls are parked in the
URS waiting queues and "busy" processing is applied to them. The routing strategy can:

- Broadcast:
• Hold music
• A voice guide
• A busy, silent, or ring tone.

- Acquire DTMF transmissions

- Broadcast a voice guide and acquire DTMF transmissions simultaneously

- Route to an interactive voice server (CCiVR).

During any of the above, the initiator of a consultation call before supervised transfer can:

- Transfer the call to the RSI

- Cancel the consultation call and return to the initial call.

2.3.3.1. Broadcasting hold music, a voice guide, or a tone

OmniPCX Enterprise

RSI 1 Route Request

2 Generate Telephony Tones
4 Telephony Tones Generated
3
Genesys
solution

Music Tone

Voice guide

1. Hold music: hold music is broadcast by the OmniPCX Enterprise. This music is the same for
all languages. When the Tserver receives music processing, it requests the OmniPCX Enterprise
to trigger the voice guide via the CSTA service Generate Telephony Tones 2 allowing voice guide
parameters to be transmitted (OmniPCX Enterprise voice guide identification and duration).

.12 Ref.3EU19919ENAA Ed.03

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Detailed description

When the voice guide ends 3 , a CSTA notification 4 (Telephony Tones Generated) is sent
to the URS via the Tserver.
Any OmniPCX Enterprise voice guide can be used.

2. Voice guide: voice guide broadcast is sent by the URS. On request by the Tserver, connection
of the voice guide is performed by the OmniPCX Enterprise via the CSTA service Generate
Telephony Tones 2 that allows voice guide parameters (such as choice of language, whether the
caller can or cannot interrupt by entering a DTMF code on their phone, OmniPCX Enterprise
voice guide identification) to be transmitted. When the voice guide ends 3 , a CSTA notification
4 (Telephony Tones Generated) is sent to the URS via the Tserver.

3. Busy, silent, or ring tone: the routing strategy can broadcast a busy, silent, or ring tone. On
request by the Tserver, the tone is generated by the OmniPCX Enterprise when processing is
interpreted by the URS. When the PCX finishes generating the tone 3 , a CSTA notification 4
(Telephony Tones Generated) is sent to the URS via the Tserver.

2.3.3.2. Acquisition of DTMF transmissions

OmniPCX Enterprise

Linux
Call Server
Media Gateway
RSI 1 Route Request
2 Start Data Collection
4 Data Collected 1, 3, 5 ...8
3
Genesys
solution
DTMF detection

On DTMF transmission, the codes are collected (on Tserver request) by the OmniPCX Enterprise,
using its internal resources.
The Tserver sends a CSTA service Start Data Collection 2 request to the PCX. Data collection is
performed by the OmniPCX Enterprise. When data collection is complete 3 , CSTA information
containing the data acquired 4 is sent to the URS via the Tserver.

Note: If data acquisition cannot be performed, the request is refused.

2.3.3.3. Acquisition of DTMF transmission + broadcast of a voice guide

The routing strategy can simultaneaously broadcast a voice guide and acquire DTMF transmissions.
The voice guide is stopped as soon as the first DTMF digit is detected. Connection to the voice guide
and detection of DTMF transmission are performed (on Tserver request) by the PCX via the CSTA ser-
vices Generate Telephony Tones and Start Data Collection (see above sections and figures).

Ed.03 Ref.3EU19919ENAA .13

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Detailed description

2.3.3.4. Routing to an interactive voice server (CCiVR)

OmniPCX Enterprise
RSI
1 Route Request
Genesys
Route Select (IVR) solution
2
Call in the RSI

3
4
Consultation
Call/TransferCall (Agent)
CCiVR
Agent

The routing strategy can route a call to an interactive voice server (CCiVR) when the call is put on hold
by the URS, or in the event of Mandatory Treatment (see note § 2.3.1 : Routing calls to agent). This
feature can be used via the CSTA routing services (Route Request 1 and Route Select 2 ). Access to
the interactive voice server (CCiVR) is controlled by the Tserver 3 . When an agent becomes available,
the call is sent to this agent by the Tserver via the CSTA service ConsultationCall/TransferCall 4 .
Note: If no agent is released and the IVS scenario is for transfer to the same RSI, then the routing
strategy resumes at the point where transfer to the IVS was performed (Busy Treatment).

2.4. RSI processing groups and agents

2.4.1. Agents
Agents are declared RSI agents when they enter an RSI processing group following the Log-on ope-
ration. Agents declared as RSI agents have access to RSI features (Log-on/Log-off, withdrawal, etc.)
available to them, as described in § 3.2 : Agent or supervisor features associated with an RSI proces-
sing group.
A call is defined as an RSI call when it is distributed according to a Genesys routing strategy from an RSI
routing point to an RSI agent. In this case, the RSI agent can access the RSI features (Pause, Wrap-up,
etc) as described in § 3.1 : RSI agent and supervisor basic features. However, consultation calls to the
RSI before supervised transfer are considered as RSI calls only when the calling party transfers the first
call to the RSI agent. Until the transfer occurs, RSI features are not available to the calling party.
Note: A CCD agent can also log on and enter an RSI processing group and thus receive RSI calls.

2.4.2. Processing groups

Depending on whether or not there is a back-up CCD, different types of processing groups must be
created:

- RSI: If there is no CCD, RSI processing groups must be created for agents to be able to log on. In
this case, except for private calls, the only calls that can be received by these agents are RSI calls.
Important: There cannot be more than 100 agents simultaneously logged on an RSI processing
group. Beyond this point, any attempt by a new agent to connect to the processing group fails.

.14 Ref.3EU19919ENAA Ed.03

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Detailed description

- RSI with back-up CCD: If a back-up address to a CCD was configured, CCD processing groups
must be created for agents to be able to log on. In this case, agents can receive calls either from
the Genesys routing strategy (RSI calls), or from the CCD distribution matrix (back-up).
Note: RSI processing groups can also be used for agents not processing back-up.

Without back-up CCD : With back-up CCD :

OmniPCX Enterprise OmniPCX Enterprise

RSI RSI

Genesys Genesys
solution solution

CCD calls
RSI calls
GT RSI
RSI calls
CCD PG

3. Features available to RSI agents and supervisors

The RSI provides CCD features on agent and supervisor sets. These features are configured at the RSI
objects level: routing points, processing groups, agents or supervisors.

3.1. RSI agent and supervisor basic features

The RSI agent and supervisor features are:

- Transaction code

- Automatic wrap-up

- Pause

- Consultation call/transfer/conference/pick-up

- Manual hold/retrieve (resume).

The following features (identical to those of CCD agents or supervisors) apply to RSI agents or super-
visors:

- Agent presentation guide: see the module CCD - Feature - Specific facilities. This service is
configured at RSI agent level.

- Automatic voice mail forwarding: see the module CCD - Feature - Specific facilities. This service is
configured at RSI agent level.

Ed.03 Ref.3EU19919ENAA .15

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Detailed description

- Discreet listen (eavesdrop): see the module CCD - Feature - Telephone facilities part 2. This
service is configured at RSI supervisor level.

3.1.1. Transaction code

This feature allows an agent to identify the last call by a sequence of digits entered at call completion.
This feature is configured at RSI level.
The parameters for the transaction code are:

- The number of digits in the transaction code (1 to 15)

- A transaction code entry timer.

During this operation, the agent is considered to be busy and cannot take a call.

3.1.2. Automatic wrap-up

Wrap-up automatically allows an agent to be inaccessible after completing an RSI call (not take any
further incoming calls during the following period) so as to be able to work on the call just completed.
The duration of wrap-up is configured at RSI level.

3.1.3. Pause
Pause allows an agent to be unavailable for RSI calls. During pause, the agent can receive internal or
external personal calls. The duration of pause is configured at RSI level.

3.1.4. Consultation call/transfer/conference/pick-up

An agent can make a consultation call, a call transfer, and a conference call on an RSI call.
An agent can pick up an RSI call by entering the direct, group, or processing group call pick-up prefix.

3.1.5. Manual hold/retrieve

An agent can put an RSI call on hold. A guide is then broadcast to the caller. This guide is configured
at RSI level. The agent can perform this operation either by using the Hold key or by entering the hold
prefix.

3.2. Agent or supervisor features associated with an RSI processing group

The agent or supervisor features associated with an RSI processing group are identical to those of an
RSI processing group, except for log-on/log-off and withdrawal features.

- Log-on/Log-off
This feature allows an agent to log-on (become available) or log-off (become unavailable) for RSI
call distribution. The service and configuration are the same as for a CCD.

- Withdrawal
This feature allows an agent to withdraw from RSI distribution by using the Withdraw key, dialing
the withdraw prefix, or by the CSTA service. The agent cannot receive RSI calls (unless transferred
by another agent), but can receive all other types of calls.
Note: Unlike a CCD processing group agent, the last agent of an RSI processing group can
withdraw from the group even if RSI calls are not processed or are pending.

.16 Ref.3EU19919ENAA Ed.03

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Detailed description

For other features, refer to the CCD module (the reference is given in the Refer to column in the table
below.

Services Configured at Refer to

Types of withdrawal Agent login processing
group
Withdrawal after log-on Agent login processing
group
Cancellation of forwarding at Agent login processing
log-on group the module CCD - Feature -
Withdrawal on no answer Agent login processing Telephone facilities part 1
group
RSI call release forbidden Agent login processing
group
Automatic headset connection Agent login processing
group
Manual wrap-up Agent login processing
group
Eternal wrap-up Agent login processing
group
Manual wrap-up in pause Agent login processing the module CCD - Feature -
mode group Telephone facilities part 2
Idle after manual wrap-up Agent login processing
during pause group
Outgoing calls forbidden Agent login processing
group

4. RSI supervision from the CCS application

If the CCD is used for RSI back-up, the CCS application can be used to supervise real-time RSI proces-
sing group data for all types of calls (private, CCD, RSI).
The CCS application also allows:

- The RSI processing group parameters to be configured

- Agents and supervisors to be assigned/un-assigned to the RSI processing groups

- Agents and supervisors to be entered/withdrawn from the RSI processing groups.

The CCS application does not allow:

- Statistiques on RSI calls to be output

Ed.03 Ref.3EU19919ENAA .17

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Detailed description

- The RSI objects other than RSI processing groups to be configured.

5. The SSBD in the RSI environment

5.1. Overview
In an RSI environment without a Two-Way Synchronization Server (SSBD), the administrator must confi-
gure the RSI objects in the OmniPCX Enterprise (via the MGR or 47xx management tool) and in the
Genesys suite (via the Config Manager Enterprise or CME management tool). When the administrator
configures an RSI object in the OmniPCX Enterprise, the modification must be also be applied in
the Genesys suite and vice versa. The administrator must understand RSI object organization in the
OmniPCX Enterprise and in the Genesys suite.
If the SSBD is introduced into the RSI environment, the administrator does not need to perform both
RSI object configuration operations. The SSBD initiates a process for synchronizing the OmniPCX
Enterprise RSI objects with those of the Genesys suite. If the administrator configures an RSI object
on one side, the SSBD applies the modification to the other side.

5.2. Synchronization process

The synchronization process consists in providing the master side with RSI object feedback and ensu-
ring they match those of the slave side. The synchronization master is determined depending on the
operating mode.
If the RSI objects on the slave side do not match those on the master side, the SSBD server updates the
slave side. Once synchronization is complete, the OmniPCX Enterprise RSI objects and those of the
Genesys suite are synchronized.

SSBD Genesys
suite

Connection
OmniPCX Enterprise

Synchronization (if master PCX)

RSI objects or RSI objects
Synchronization (if master Genesys)

The RSI objects subject to synchronization are:

- The objects that have a directory number (on OmniPCX Enterprise side) or a DN (on Genesys
side). These are the ACD authorized phone sets, the agents, the RSI processing groups, etc.

- The voice guides

- The skills.

.18 Ref.3EU19919ENAA Ed.03

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Detailed description

There are two synchronization methods:

- The static mode: In this synchronization mode, any RSI object creation, modification, or deletion
requires the synchronization process to be restarted. The administrator must explicitly or implicitly
indicate the master side.

or
SSBD Genesys SSBD Genesys
suite suite

OmniPCX Enterprise OmniPCX Enterprise

RSI objects RSI objects RSI objects RSI objects

Synchronization Synchronization
(if master PCX) (if master Genesys)

- The dynamic mode: In this synchronization mode, the administrator is not required to restart
the synchronization process after RSI object creation, modification, or deletion. The SSBD
automatically initiates the synchronization process each time an RSI object is configured. In
addition, the administrator can configure the RSI objects on the OmniPCX Enterprise side as well
as on the Genesys side, the master being temporarily the side where the modification is performed.

SSBD
Genesys
suite

OmniPCX Enterprise

RSI objects RSI objects

Dynamic synchronization
(two-way)

There are two operating modes:

- The standard mode: In this operating mode, each Agent RSI object must be associated with an
ACD authorized phone set RSI object. If this is not the case, creating agents not associated with
ACD authorized phone sets on the OmniPCX Enterprise side does not result in their creation on
the Genesys side when synchronization is running. These RSI objects are incomplete.

Ed.03 Ref.3EU19919ENAA .19

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Detailed description

Note: In this mode, an agent can only log on the ACD authorized phone set with which they
are associated.

- The substitute mode: In this operating mode, it is not required to associate the Agent RSI object
with the ACD authorized phone set RSI object.
Note: In this mode, and if the agent is not associated with an ACD authorized phone set, the
agent can log on on any ACD authorized phone set.
Principle:

OmniPCX Enterprise Genesys suite OmniPCX Enterprise Genesys suite

Agent Person Agent Person

Correspondence
Co
rre
Agent logon sp
on
de
nc
e
Pro-ACD Place Pro-ACD Place
Correspondence

Substitute mode

OmniPCX Enterprise Genesys suite

Agent Person
Correspondence

Agent logon Event feedback

Pro-ACD Place
Correspondence

One of these operating modes is selected in the T-Server on the Genesys side and in system manage-
ment on the OmniPCX Enterprise side.

To prevent any conflict while the SSBD synchronizes the RSI objects, the administrator must follow the
instructions and information displayed in the tables in § 5.3 : Correspondence tables: OmniPCX Enter-
prise RSI objects and Genesys suite RSI objects.

5.3. Correspondence tables: OmniPCX Enterprise RSI objects and Genesys suite RSI
objects

This correspondence table lists all types of RSI objects that can be configured on the OmniPCX En-
terprise side and on the Genesys side. It indicates the parameters to be configured for each. It also
indicates the correspondence of each OmniPCX Enterprise object on the Genesys side.
Note: For more information on the content of the OmniPCX Enterprise RSI objects shown in the
table, refer to the module RSI - Configuration procedure.

.20 Ref.3EU19919ENAA Ed.03

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Detailed description

Table 1 : Writing conventions used in the table

ACD authorized Type of object

phone set
Þ Access path to the object
qmcdu Parameter subject to synchronization
ACD authorized phone Parameter whose value is entered during object creation only.
set
(*) Parameter that must be specified. During synchronization, if there is no
value or if it is incorrect, the SSBD deletes the object on the other side.
(**) Specifies the main object when several Genesys suite objects correspond
to the same OmniPCX Enterprise object. During synchronization,
error messages following synchronization failure and the values of the
OmniPCX Enterprise object parameters are returned to this object.
qmcdu Directory number from the installation numbering plan (e.g. 31000).

Table 2 : RSI object correspondence table

OmniPCX Enterprise Genesys suite

ACD authorized phone set Extension
Þ Users Þ Switches/pabx_name/DNs
Directory Number = qmcdu (*) Type = Extension (*) (**)
Directory Name = Name Number= qmcdu (*)
Directory First Name = First Name Switch Specific Type = 1
ACD station = (note 1) Alias = Name_FirstName_qmcdu (note 3)
- ACD authorized phone set (Pro-ACD)
Place
- No (Business)
Þ Place
Set Type = 4035T, 4004 or 4037 (note 2)
Name = qmcdu
Ghost Z = false (when Set Type = Analog) (*)
DN list has Extension qmcdu (and no more than
one extension)
Business Extension
Þ Users Þ Switches/pabx_name/DNs
Directory Number = qmcdu (*) Type = Extension (*) (**)
Directory Name = Name Number= qmcdu (*)
Directory First Name = First Name Switch Specific Type = 1
ACD station = (note 1) Alias = Name_FirstName_qmcdu (note 3)
- ACD authorized phone set (Pro-ACD)
- No (Business)
Set Type = Analog or Reflexes set
Ghost Z = false (when Set Type = Analog) (*)

Ed.03 Ref.3EU19919ENAA .21

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Detailed description

OmniPCX Enterprise Genesys suite

Ghost Z Extension
Þ Users Þ Switches/pabx_name/DNs
Directory Number = qmcdu (*) Type = Extension (*)
Directory Name = Name Number = qmcdu (*)
Directory First Name= First Name Switch Specific Type = 4 (*)
Set Type = Analog (*) Alias = Name_FirstName_qmcdu (note 3)
ACD station = No (*)
Ghost Z = true (*)
Vad Use for Ghost Z = true (*)
Agent or Supervisor ACD Position
Þ Users Þ Switches/pabx_name/DNs
Directory Number = qmcdu (*) Type = ACD Position (*)
Directory Name = Name Number = qmcdu (*)
Directory First Name = First Name Alias = Name_FirstName_qmcdu (note 3)
ACD station = Agent or Supervisor (*) Switch specific type = 1 (Agent) or 5 (Supervisor)
Set Type = 4035T, 4004 or 4037 (note 2) (*) (*)
Register = true (*)
Þ Applications/CCD/CCD Users/Operations Login ID = Agent Login qmcdu (*)
data management State Enabled = true (*)
Associated phone set = (note 4)
Agent Login
- in standard mode : qmcdu2 (*)
Þ Switches/pabx_name/Agent Logins
- in substitute mode : empty or qmcdu2 (*)
Code = qmcdu (*)
Skill activation =
- Active Skills = AG_ActiveSkills Person
- Inactive Skills = AG_InactiveSkills Þ Persons
First Name = FirstName
Last Name = Name
User name = Name_FirstName_qmcdu (note 3)
Login ID = Agent Login qmcdu (unique) (*)
Is Agent = true (*)
Employee ID = qmcdu ( (*) in substitute mode)
Default place = (note 4)
- in standard mode: qmcdu2 (*)
- in substitute mode : any value.
Skills = AG_ActiveSkills
Annex/synchro data/inactive skills =
AG_InactiveSkills
Place
Þ Places (note 5)
- in Standard Mode:
ACD Position 'qmdcu' enabled (*)
- in Substitute Mode:
ACD Position 'qmcdu' disabled or No ACD
position (*)

.22 Ref.3EU19919ENAA Ed.03

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Detailed description

OmniPCX Enterprise Genesys suite

Agent attachment to Processing Groups Agent Group
Þ List of Attachments Þ Agent Groups/PG_name
AG_Name (*)
Place Group
Þ Place Groups/PG_name
ProAcdQMCDU
Agent Processing Group ACD Queue
Þ Applications/CCD/Processing Group Þ Switches/pabx_name/DNs
Directory Number = qmcdu (*) Type = ACD Queue (*)
Name = PG_name Number = qmcdu (*)
Type = Agent Register = false
Alias = PG_name_qmcdu
Annex/Synchro Data/Related_type = RSIPG
Place Group
Þ Place Groups
Origination DNs = ACD Queue numbered
'qmcdu' (*)
(and no other ACD Queues; There must be only
one Place Group with this Origination DN)
Name = PG_name
Agent Group
Þ Agent Groups (**)
Origination DN = ACD Queue numbered
'qmcdu' (*)
(and no other ACD Queues; There must be only
one Agent Group with this Origination DN)
Name = PG_name
RSI Processing Group ACD Queue
Þ Applications/CCD/Processing Group Þ Switches/pabx_name/DNs
Directory Number = qmcdu(*) Type = ACD Queue (*)
Name = PG_name Number = qmcdu(*)
Type = RSI Register = false(*)
Alias = PG_name_qmcdu
Annex/Synchro Data/Related_type = RSIPG(*)
Agent Group
Þ Agent Groups (**)
Origination DN = ACD Queue numbered
'qmcdu' (*)
(and no other ACD Queues; There must be only
one Agent Group with this Origination DN)
Name = PG_name

Ed.03 Ref.3EU19919ENAA .23

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Detailed description

OmniPCX Enterprise Genesys suite

RSI Routing Point (internal) Routing Point (internal)
Þ Applications/CCD/RSI Þ Switches/pabx_name/DNs
RSI Directory Number = qmcdu (*) Type= Routing Point (*)
Directory Name = Name (qmcdu) Number = qmcdu (*)
Node Number = node number of system (*) Register = true (*)
External routing point = false (*) Switch specific type = 2 (*)
Application Type= Call Center (*) Alias = Name_qmcdu
RSI Routing Point (external) Routing Point (external)
Þ Applications/CCD/RSI Þ Switches/pabx_name/DNs
RSI Directory Number = qmcdu (*) Type= External Routing Point (*)
Directory Name = Name (qmcdu) Number = qmcdu (*)
Node Number = node number of system (*) Register = true (*)
External Routing Point = true (*) Switch specific type = 2 (*)
Application Type= Call Center (*) Alias = Name_qmcdu
Skill Domain Folder
Þ Skill Domain Þ Folder
Skill domain No. = Domain_Number Parent Folder = Folder "Skills" (*)
Name = Domain_Name Name= Domain_Name
Annex/SynchroData/Pabx_name =
Domain_Number
Skill Skill
Þ Skill parameters Þ Skills
Skill No. = Skill_Number (*) Name = Skill_Name (*)
Skill domain No. = Domain_Number Parent Folder= Folder "Domain_Name" (*)
Name = Skill_Name Annex/SynchroData/Pabx_name = Skill_Number
Voice Guide Voice Prompt
Þ Installation/Voice Guides Þ Voice Prompts
Voice guide number = number (*) Name = number (*)

Note 1:
Any Extension DN created on the Genesys side results in a Business set being created and not an
ACD authorized phone set on the OmniPCX Enterprise side, whether synchronization is initiated
in static (Genesys is the synchronization master) or dynamic mode.
Note 2:
Whatever the type of ACD authorized phone set, its creation on the Genesys side systematically results
in its creation as 4037 on the OmniPCX Enterprise side.
Note 3:
The rules for creating RSI object aliases on the Genesys side are:

- The alias is Name_FirstName_qmcdu on the Genesys side if the Name and FirstName parameters
are not empty on the OmniPCX Enterprise side.

.24 Ref.3EU19919ENAA Ed.03

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Detailed description

- The alias is Name_qmcdu on the Genesys side if the FirstName parameter only is empty on the
OmniPCX Enterprise side.

- The alias is FirstName_qmcdu on the Genesys side if the Name parameter only is empty on the
OmniPCX Enterprise side.

- The alias is qmcdu on the Genesys side if the Name and FirstName parameters are empty on the
OmniPCX Enterprise side.

Note 4:

Before completing this field, the current SSBD operating mode (standard or substitute mode) must be
known.

Note 5:

On the Genesys side, the Place object is not part of the object group (Person, Agent Login and ACD
Position) equivalent to the Agent object on the OmniPCX Enterprise side. The Place object is used
to associate or dissociate an RSI agent with an ACD authorized phone set of the installation.
Deleting the Agent object does not result in the Place object being deleted on the Genesys side,
whether synchronization is initiated in static (OmniPCX Enterprise is the synchronization master) or
dynamic mode.

Ed.03 Ref.3EU19919ENAA .25

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Detailed description

.26 Ref.3EU19919ENAA Ed.03

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Configuration procedure

44A01906500A160AAEN

RSI
Configuration procedure
Edition: 03

1. Overview

This module describes the parameters to be configured when commissioning:

- The RSI (see § 2 : Principle for configuring the RSI in the OmniPCX Enterprise)

- The SSBD, if it is present in the RSI environment (see § 13 : Configuring the SSBD).

2. Principle for configuring the RSI in the OmniPCX Enterprise

The administrator must follow the steps listed below to configure the RSI.

1. Declare the RSI entry point (see § 3 : Declaring the RSI entry point).

2. Declare the ACD authorized phone sets dedicated to the RSI agents and supervisors (see § 4 :
Declaring the ACD authorized phone sets dedicated to the RSI agents and supervisors).

3. Select the substitute or standard mode for the RSI agents. This is to be configured only if a
Two-Way Synchronization Server (or SSBD) is present in the RSI environment (see § 5 : Selecting
the substitute or standard mode for the RSI agents).

4. Declare the RSI agent domains and skills (see § 6 : Declaring the RSI agent domains and skills).

5. Declare the RSI voice guides (§ 7 : Configuring the voice guides that can be used for the RSI).

6. Declare the RSI agents and supervisors (§ 8 : Declaring the RSI agents and supervisors).

7. Configure the parameters specific to the RSI agents and supervisors (§ 9 : Configuring the
parameters specific to the RSI agents and supervisors).

8. Declare the RSI processing groups (§ 10 : Declaring the RSI processing groups).

9. Assign the agents and supervisors to the RSI processing groups (§ 11 : Assigning the agents
and supervisors to the RSI processing groups).

10.Declare, if required, a virtual hybrid link to permit local RSI calls (§ 12 : Declaring the virtual
hybrid link).
RSI configuration is performed from the standard mgr or 47xx tool. However, steps 4 and 9 can be
performed from the CCS (Contact Center Supervisor) application.
The following information is not included in this document:

- RSI object configuration in the Genesys suite via the CME configuration tool.

Ed.03 Ref.3EU19919ENAA .27

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Configuration procedure

- CCD configuration, if used as RSI backup.

3. Declaring the RSI entry point

Object name: Applications > CCD > RSI

Attributes:

RSI directory number : Enter a directory number compatible with the

installation numbering plan.
Directory name : Enter the RSI entry point name.
Node number : Enter the number of the local node on which the
RSI has been created.
Note: this number is visible using the Node
number attribute of the Installation object.
RSI connection COS : Enter the connection category used for incoming
and outgoing RSI calls.
RSI Feature COS : Enter the facility category used for incoming and
outgoing RSI calls.
Public network COS : Enter the public network access category used
for incoming and outgoing RSI calls.
Cost Center number : Enter the cost center number indicated on
accounting records (between 0 and 1999).
Default value: 255.
Cost/Chargeback COS : Justified (default value). Used for charge ticket
(call detail record) emission in standard or
business use.
Transaction code : Enter the time during which an agent can enter
Dialing timer their transaction code at the end of a call.
Initial value: 100 (units of 100 ms).
The minimum value allowed is 10.
Nb of Transac.Code : Enter the number of digits to be entered by the
Dialing Digits agent for the transaction (or business) code.
Possible values:
- 0: no transaction code to enter
- 1 to 15: number of digits to enter for a
transaction code.

Initial value: 0.

.28 Ref.3EU19919ENAA Ed.03

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Configuration procedure

Time Between Two Calls : Enter the minimum time between two consecutive
calls to an agent.
Initial value: 50 (units of 100 ms).
0: no pause between calls
Hold On guide number : Enter the number of the guide to be connected
when the call is put on hold (0 to 1024).
Initial value: 2.
Auto.WrapUp timer : Enter the time required for additional agent
work (automatic wrap-up).
Initial value: 6000 (units of 100 ms).
0: no automatic wrap-up timer for agents at the
end of RSI calls.
RSI overflow timer : Enter the time before back-up in the event of no
action from the URS (units of 100 ms).
RSI overflow address : Directory number of the back-up address.
Entity : Entity number used by the RSI.
Ringing overflow timer : Enter the time at the end of which call ringing is
forwarded from the agent (units of 100 ms).
Initial value: 0.
Ringing overflow : Enter a directory number to which the call is
address to be forwarded when the ringing supervision
timeout elapses.
Note: If no overflow directory number is
specified, the call is forwarded to the RSI.
Language number : Select the desired language.
InterGuide tone : Enter the number of the tone to be connected
Number when switching from one guide to another (0 to
1024). Initial value: 2.
Local Call Authorization : Enter True if internal calls are to be handled.
Initial value is False.
Note: To permit internal calls, a virtual hybrid
link must be configured.
External routing point : Enter False in normal operating mode.
Enter True when the RSI is declared as the
external routing point from the Genesys point
of view.

Ed.03 Ref.3EU19919ENAA .29

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Configuration procedure

RSI Supervised Transfer : Enter True to authorize consultation calls

to the RSI before supervised transfer. If the
value is false, consultation calls to the RSI are
considered as RSI consultation calls before blind
transfer.
Application Type : Select: Call Center.

4. Declaring the ACD authorized phone sets dedicated to the RSI agents and
supervisors

This operation is the same as that performed for ACD authorized phone sets dedicated to the CCD
agents and supervisors. By default for the RSI, the main parameters to be configured for each ACD
authorized phone set are:
Object name: Users

Directory Number : Enter a directory number compatible with the installation

numbering plan.
Shelf Address : Enter the shelf number.
Board Address : Enter the position of the interface board in the shelf.
Equipment Address : Enter the equipment number of the board to which the
set is connected.
Set Type : Select:
- 4035T
- 4004
- ANALOG.
ACD station : Select: ACD authorized phone set.

For the remaining parameters, refer to the module CCD - Prior management - § Creating CCD autho-
rized phone sets (pro-CCD).

5. Selecting the substitute or standard mode for the RSI agents

Reminder: This operation is to be performed only if a Two-Way Synchronization Server (or SSBD) is
present in the RSI environment.
Object name: System > Other System Param. > Spec. Customer Features Parameters

ProACD forwarded to agent : True: substitute mode.

at logon
False: standard mode.

.30 Ref.3EU19919ENAA Ed.03

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Configuration procedure

For more information on the meaning of these modes, refer to note 3 at the bottom of the table in
the module RSI - Detailed description - § Correspondence tables: OmniPCX Enterprise RSI objects and
Genesys suite RSI objects.

6. Declaring the RSI agent domains and skills

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

7. Configuring the voice guides that can be used for the RSI

7.1. Overview
Two types of voice guides are used for the RSI:

- The chained voice guides:

• No. 538: CCD agent presentation guide
• No. 518: CCD waiting-queue-position
• No. 520: RSI Digit Announcement
• No. 534: RSI Waiting time.
To configure chained voice guides, refer to § 7.2 : Configuring the chained voice guides for the RSI.

- Voice guides with dynamic messages. For example, a customized greeting message broadcast to
users when they call the RSI. These voice guides are configured in two steps:
• Creation (refer to the module Voice guides and music-on-hold - Management - § Managing
dynamic voice messages),
• Recording (refer to the module Voice guides and music-on-hold - Use - Recording dynamic
messages from a set).

7.2. Configuring the chained voice guides for the RSI

For voice guide No. 538, CCD agent presentation guide:

1. Check that the voice guide exists via System > Voice Guides (consultation mode).

2. If required, modify the voice guide parameters. For more information on their meaning, refer to
the module CCD - Prior management - § Setting common parameters for these guides.

3. Reserve a message (between 4500 and 5499) for the voice guide via System > Dynamic voice
guides > Assignment.
Note: The message must be assigned to a board (GPA, etc) for agents to be able to record it
from thier sets.

Ed.03 Ref.3EU19919ENAA .31

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Configuration procedure

4. Assign the message to the voice guide via Applications > CCD > CCD Users > CCD
Operations data management (see § 9 : Configuring the parameters specific to the RSI
agents and supervisors).

For voice guide No. 518, CCD waiting-queue-position:

1. Check that the voice guide exists via System > Voice Guides (consultation mode).

2. If required, modify the voice guide parameters. For more information on their meaning, refer to
the module CCD - Prior management - § Setting common parameters for these guides.

For voice guide No. 520, RSI Digit Announcement:

1. Check that the voice guide exists via System > Voice Guides (consultation mode).

2. If required, modify the voice guide parameters. For more information on their meaning, refer to
the module Voice guides and music-on-hold - Management - § Managing voice guides.

3. Check the messages assigned to the voice guide per language via System > Voice Guides
> Digit Announcement.

4. Record these messages in the same way as for dynamic voice messages:
• Creation (refer to the module Voice guides and music-on-hold - Management - § Managing
dynamic voice messages),
• Recording (refer to the module Voice guides and music-on-hold - Use - Recording dynamic
messages from a set).

For voice guide No. 534, RSI Waiting time:

1. Check that the voice guide exists via System > Voice Guides (consultation mode).

2. If required, modify the voice guide parameters. For more information on their meaning, refer to
the module Voice guides and music-on-hold - Management - § Managing voice guides.

3. Select a voice guide and its duration via System > Voice Guides > Waiting time.

8. Declaring the RSI agents and supervisors

8.1. Principle

To declare the RSI agents and supervisors, follow these steps:

1. Ensure there is an ACD prefix in system management (present if a CCD is configured in the
OmniPCX Enterprise). This is required to declare the agents and supervisors.

2. Declare the RSI agents and supervisors.

3. Ensure the agent and supervisor facility category allows the ACD prefix to be used.

.32 Ref.3EU19919ENAA Ed.03

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Configuration procedure

8.2. Configuring the ACD prefix

Ensure the ACD prefix is present in the prefix plan from the tree structure Translator> Prefix plan
using the parameters presented below. If this is not the case, create it as follows:
Object name: Translator > Prefix Plan
Attributes:

Number : Enter a number compatible with the installation

prefix plan.
Prefix Meaning : Displays: Local Features
Local Features : Displays: ACD prefixes

8.3. Declaring agents and supervisors

This operation is the same as that performed for the CCD agents and supervisors. By default for the
RSI, the main parameters to be configured for each agent or supervisor are:
Object name: Users
Attributes:

Directory Number : Enter a directory number compatible with the installation

numbering plan.
Directory name : Enter the name of the agent or supervisor.
Directory First Name : Enter the first name of the agent or supervisor.
Shelf Address : Enter nothing (255 by default).
Board Address : Enter nothing (255 by default).
Equipment Address : Enter nothing (255 by default).
Set Type : Select:
- 4035T
- 4004
- ANALOG.
Tel. Features COS ID : Enter a number between 0 and 31 (0 by default).
Note: This number is used to ensure that the agents
and supervisors have the ACD prefix right (see § 8.2 :
Configuring the ACD prefix).
ACD station : Select as appropriate: Agent or Supervisor.
For the remaining parameters, refer to the module CCD - Prior management - § Creating agents and
supervisors.

8.4. Configuring the agent and supervisor facility category

Ensure the ACD prefix is authorized in the phone facility category assigned to the RSI agents and super-
visors. This number has been defined for each agent and supervisor during their respective declaration
(see § 8.3 : Declaring agents and supervisors).

Ed.03 Ref.3EU19919ENAA .33

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Configuration procedure

Object name: Classes of services > Phone Features Classes of Service

Attribute:

Phone Features Classes of Service :

ACD prefixes : Enter 1 (authorized).

9. Configuring the parameters specific to the RSI agents and supervisors

Object name: Application > CCD > CCD Users > CCD Operations data management

Attributes:

Directory number : Displays the directory number of the selected

operator (agent or supervisor).
Operator type : Displays as appropriate: Agent or Supervisor.
Associated set : Two options:
1. Enter an ACD authorized phone set directory
number (only one per operator). In this case, the
operator cannot choose his physical set at Logon.
2. Leave blank. This permits the operator to choose
his physical set at Logon (initial value).

Important: If the RSI operates with SSBD, select 1.

in Standard mode and 2. in Substitute mode.
Presentation message activation : This is used to activate the agent's presentation guide
message when the agent is called.
Leave this attribute at False when no agent
presentation guide message has been recorded and
selected for this set.
Activation is only required once the voice guide
message has been recorded and selected. It can
be performed by either:
- Setting the attribute to True
- Directly from the agent set.
Presentation mess. number : Enter the number of the presentation message
(presentation guide message number is between
4500 and 5499). The voice message assigned to
the agent must be declared on a GPA for the agent
to be able to record it and play it back. Initial value
is 4500.

.34 Ref.3EU19919ENAA Ed.03

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Configuration procedure

Presentation mess. file Nb : Enter the number of presentation guide message

files available to the agent. Initial value is 4.

0: The feature is not enabled.

1: The feature is enabled, and the agent has

a voice message number and a voice file. The
number of the voice message is determined by the
administrator. The file name of the presentation
guide is automatically selected by the system.

2 to 5: the feature is enabled, and the agent

has a voice message number and 2 to 5 voice
guide files. The message number is defined by the
administrator. The presentation guide file names
are created by the agent.
Forwarding activ. on logon/logoff : True: enables forwarding to voice mail to be
automatically activated at logon/logoff. Initial value
is False.
Skill set : Use the following commands:
Note: skills are not transmitted by the - [Add] or [Remove] to insert or remove new skills.
URS to perform routing to the agent. - [Next] and [Previous] to scroll through the skills.
Skill No. : Enter the number of the skill to be assigned to the
agent (from 0 to 999).
0 to 79 correspond to the languages. 80 to 99
correspond to the media.
Skill Level : Enter the level required for this skill (1 [novice] to
9 [expert]).
Skill activation : True: this skill is taken into account by the RSI when
there is a call request.
Agent facilities or Supervisor
facilities (depending on the operator)

Ed.03 Ref.3EU19919ENAA .35

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Configuration procedure

Self-assignable agent (for agent : Used to define the type of agent:

only) - Ordinary agent: set to False. The agent
cannot select their processing group at log-on
(processing group is the group in the list of
attachments with the Preferential Processing
Group parameter set to True). Initial value.
- Self-assignable agent: set to True. The agent
can select their processing group at log-on
(from the list of attachments) if the Preferential
Processing Group parameter is set to False.
Note: A supervisor is always "self-assignable".
Secret code expected (agent or : Enter True if the agent (or supervisor) must enter
supervisor) their secret code/password at Log-on or Log-off.
Initial value is False.

10. Declaring the RSI processing groups

This operation is the same as that performed for the CCD processing groups. By default for the RSI,
the main parameters to be configured for each processing group are:
Object name: Application > CCD > Processing group
Attributes:

Directory number : Enter a directory number compatible with the

installation numbering plan.
Name : Enter the name of the RSI processing group.
Type : Select: RSI.

The remaining RSI processing group parameters are the same as those of the CCD processing groups.
Refer to the module CCD - Management - Part 2 § Agent type processing group for their meaning.
Note that the CCD processing groups have more parameters.
Note: The options of the parameter Display on agent screen are slightly different: the pilot display
option in the CCD is replaced by the RSI entry point.

11. Assigning the agents and supervisors to the RSI processing groups

The operation consists in assigning the agent(s) and/or supervisor(s) to an RSI processing group.

1. From the standard mgr or 47xx tool:

Object name: Application > CCD > CCD Users > CCD Operations data management >
List of Attachments
Attributes:

.36 Ref.3EU19919ENAA Ed.03

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Configuration procedure

Directory number : Enter the agent or supervisor directory number.

Processing group Number : Enter the processing group directory number.

Repeat the operation for each agent or supervisor to be assigned to an RSI processing group.

2. From the CCS application (only if CCD is also present):

a. From the main CCS window, Configurations menu, select the Processing group and
PG_RSI items successively.
b. From the RSI processing group configuration window, select the RSI processing group to which
the agents and/or supervisors must be assigned from the drop-down menu. Then click on the
Agent configuration... button.
c. From the agent configuration window, select the directory All agents on all sites from the
left-hand frame. The list of agents/supervisors is displayed in the following frame.
d. Select one of the agents then, in the frame Attachment PG Agents, select the RSI processing
group using the Add button.
e. Repeat step d for each agent or supervisor to be assigned to an RSI processing group.

Note: For more information on step d, refer to the module CCS - New Configuration - 2 § Agent
configuration.

12. Declaring the virtual hybrid link

To allow RSI calls from a local set, create a virtual hybrid link.

1. Object name: Inter-Node Links > Logical Links (ABC-F)

Attributes:

Link Name : Enter the name identifying the link.

Link Type : Select: Hybrid.
Adjacent Node : Enter the number of the local node.
Note: The local node number is visible using the
Node number attribute under the System object.
Adjacent network : Enter a number other than that of the local
network.
Multi access hybrid link : Select True.

2. Declare the virtual hybrid link accesses:

Object name: Inter-Node Links > Logical Links (ABC-F) > Hybrid Link Access
Attributes:

Ed.03 Ref.3EU19919ENAA .37

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Configuration procedure

Access number : Enter the link access number.

Signalling Type : Select: B Channel
Called Number : Leave blank.

Repeat this procedure for the second hybrid link access.

13. Configuring the SSBD

Pre-requisite:

Ensure you have the “47xx alarm licence” in the PCX. By default, this licence is available with the Alcatel
OmniVista 4760 application.

Procedure:

The SSBD configuration procedure is described in the documentation provided with the SSBD software.
Refer to this documentation to configure the SSBD.

For information:

The following SSBD parameters must be configured:

- The RSI objects subject to synchronization. These are the objects with a directory number (on the
OmniPCX Enterprise side) or a DN (on the Genesys side), the voice guides, and the skills.

- The synchronization master (OmniPCX Enterprise or Genesys suite)

- The static synchronization mode (the static mode is required when the SSBD is installed for
the first time).

- The autoenable parameter: In case of a conflict on an object, it is indicated as disabled via

an icon in the Genesys suite CME management tool. When the problem is corrected and if this
parameter is validated, the system automatically enables the object. If this parameter is not
activated, the administrator must activate it manually once the problem is corrected.

Note: Creating, modifying, or deleting an RSI object systematically results in a log file being
created after synchronization is performed. Among other things, it indicates whether the RSI object
synchronization has passed or failed. This log file can be consulted via the SCI (Solution Control
Interface) application.

.38 Ref.3EU19919ENAA Ed.03

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Maintenance

44A01906500A400AAEN

RSI
Maintenance
Edition: 03

1. RSI defense

The following types of defense are implemented in the RSI:

1. RSI not enabled or monitored, or no strategy linked.

Note: The TServer default address is deliberately inoperative for systematic routing to the RSI
back-up address. Only the Default destination (URS option) can be used if no strategy was
allocated to the RSI, but this is not recommended.

2. No CSTA server response or associated Tserver response.

3. Tserver fault.
There are two types of configuration to be considered:
• A single TServer
• Two TServers (High Availability configuration):
Hot: If the main TServer is lost during a call, the stand-by TServer takes over, allowing
current processing to continue without interruption.
Warm: If the main TServer is lost during a call, the stand-by TServer becomes the main
TServer, and current processing is then lost.

4. Loss of all TServers or the OmniPCX Enterprise CSTA server.

5. OmniPCX Enterprise switchover.

6. Loss of the Tserver / URS link.

Note: TServer default address is inoperative

Depending on the case, incoming calls are routed as follows:

Ed.03 Ref.3EU19919ENAA .39

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Maintenance

1 RSI not enabled

or not monitored
or no strategy allocated
Deactivation and
Loss of all TServers or shutdown of
4
CSTA Server monitoring for all
RSIs

Back-up address
No CSTA or associated
2
Tserver response Yes
Address
Back-up timer managed in the RSI
associated with the
call
No In compliance with the
RSI entity associated with
Deactivation and
the call
shutdown of
Loss of TServer: monitoring of all
3
- Single TServer config. RSIs monitored by
- Dual TServer config. this TServer

High Availaibility Hot Switchover to Current processing

Configuration TServer 2 continues

High Availaibility Warm Switchover to

Current processing lost
Configuration TServer 2

Deactivation and
5 OmniPCX shutdown of
switchover monitoring of all
RSIs

Loss of TServer/ TServer Any

6 CSTA routing services
URS link RSI back-up Adress OmniPCX address

2. RSI maintenance commands

Two maintenance commands are used for the RSI:

- Pilot2a

- ccdn.

2.1. CSTA Pilot2a

The CSTA tool pilot2a allows (with the set_feature and route_select commands) the routing of
request data to be checked and a routing report to be obtained.
Enter the command pilot2a -h followed by the OmniPCX host.
Enter the command set_feature RSI number routing 1.

.40 Ref.3EU19919ENAA Ed.03

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

Section - RSI RSI
Maintenance

localhost> set_feature 7100 routing 1

-- host : sent SetFeature 0xd84 on mcdu "7100" (rose-id=3 host=0)
localhost>
localhost> X10 is route_request
Call the RSI, then enter the command route_select X10 followed by the target, followed by 1.
localhost> route_select X10 7000 1
|Invoke: SER_ROUTE_REQUEST (rose-id=5897 host=0)
| cstaSearCrid=117559046=0x701cf06 |
| cstaSearRoid=5897=0x1709 |
| Connection 1 : (call=21,neqt=463,type=TYPE_PROVIDED:4) |
| Connection 2 : (call=0,neqt=0,type=TYPE_NOT_PROVIDED) |
| (L)Device 1 : "7100" |
| (PRIVATE) (L)Device 2 : "7002" |
| cstaSearFilt=0x00000000 0x00000000 |
| Feature : ident=0 invoke=0 val1=0 val2=0 |

localhost>
host : sent route select on Xref 117559046 (rose-id=7 host=0)

If the target is accessible, the ROUTE_END_REQUEST information is returned.

localhost>
Invoke: SER_ROUTE_END_REQUEST (rose-id=5898 host=0)
| cstaSearCrid=117559046=0x701cf06 |
| cstaSearRoid=5898=0x170a |
| Connection 1 : (call=0,neqt=0,type=TYPE_NOT_PROVIDED) |
| Connection 2 : (call=0,neqt=0,type=TYPE_NOT_PROVIDED) |
| (L)Device 1 : ABSENT |
| (L)Device 2 : ABSENT |
| cstaSearFilt=0x00000000 0x00000000 |
| Feature : ident=0 invoke=0 val1=0 val2=0 |

2.2. ccdn
The command ccdn is used to check:

- Monitoring (Monitor) of the RSI (identified when monitored by the letter T) by one or more
Tservers (an RSI can be monitored by several TServers)

- Activation (Enable) of the RSI (identified when enabled by the letter T) by a TServer (an RSI can
only be enabled by a single TServer).
Enter the command ccdn -d followed by the RSI number.
localhost>ccdn —d 7100
--------------------------------------------------------------------------------------
| Addres : 7100 |Lognum : 0 |
--------------------------------------------------------------------------------------
| Name : RSI | Type : Local | Prefix : | Node : 7 |
--------------------------------------------------------------------------------------
| Exploitation Category : 0 | Connection Category : 0 |
| External Category : 0 | Taxation Category : Justified|
| Transactation Code Dial. Timer : 100 | Language : 1 |
| Hold on guide number : 2 | Wrap Up Time : 6000 |
| Overflow Time Out : 150 | Overflow Address : |
| Cost Center : 255 | Pause Time : 50 |

Ed.03 Ref.3EU19919ENAA .41

Downloaded from www.Manualslib.com manuals search engine
 A L C T E L

Alcatel OmniPCX Enterprise

RSI Section - RSI
Maintenance

| Entity Number : 0 | Digit nb for Transaction Code : 0 |

| Ringing Overflow Address : | Ringing Overflow Time Out : 6000 |
| Enable : T | Monitor : T |
| Inter Guide : 28 | Local Control Authorization TRUE |
--------------------------------------------------------------------------------------
| CALLER'S LIST |
| ------------- |
|Head = -1 | Last = -1 | Nb = 0 |NbMax = 52 |
--------------------------------------------------------------------------------------
| NO CALLER |
--------------------------------------------------------------------------------------

3. SSBD maintenance

3.1. Modifying the SSBD configuration parameters

Any change to the SSBD configuration parameters is dynamically applied.

3.2. Viewing the SSBD activity

Any SSBD activity generates a log file that can be consulted via the SCI (Solution Control Interface) ap-
plication. Among other things, it indicates the status of the synchronization performed by the SSBD as
soon as an RSI object is created, modified, or deleted on any side (OmniPCX Enterprise or Genesys
suite).

If an RSI object synchronization fails, alarm messages are returned at the object level and can be
consulted via the CME (Config Manager Enterprise) configuration tool. From the CME main window,
go to the configuration parameters of the concerned object, then to the <Annex> part to display them.
Note: By default, the <Annex> part is not visible. To display the <Annex> part, from the View menu,
select Option and then activate The Show Annex Tab in objects properties option.

.42 Ref.3EU19919ENAA Ed.03

Downloaded from www.Manualslib.com manuals search engine