Standard Edition
CCd Starter
PARTICIPANT’S GUIDE
Alcatel-Lucent Enterprise REF. OTCCTE800US Issue 03
This document has no contractual value and may be changed or withdrawn
at any time by Alcatel-Lucent.
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
STARTER PACK<
PREREQUISITES
2 | OmniTouch Contact Center Training Offer | Jan 2008 All Rights Reserved © Alcatel-Lucent 2008
Legend
I=xh
Course Name
C=xd represents an optional training course, not involved in certification program
Reference
V=xd
I=xh
Course Name
Reference
C=xd represents training courses involved in ACSE certification
V=xd
I=xh
Course Name
Reference
C=xd
V=xd
represents training courses involved in ACFE certification
I=xh
Course Name
Reference
C=xd
V=xd
represents training courses involved in AQFP certification
I=xh
Course Name C=xd
Reference V=xd
represents a free training guide, not involved in certification program
I=xh
Course Name
Reference
C=xd represents prerequisite training courses that are not involved in certification
V=xd
program
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
4 | OmniTouch Contact Center Training Offer | Jan 2008 All Rights Reserved © Alcatel-Lucent 2008
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 Advanced
CCivr Advanced 5d +2d 5d
ACFE ACSE
CCd Expert CCd Expert
5d 5d
5 | OmniTouch Contact Center Training Offer | Jan 2008 All Rights Reserved © Alcatel-Lucent 2008
Alcatel-Lucent OmniTouch Contact Center Standard Edition R8.0
Newcomers
PREREQUISITES
6 | 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 STARTER PACK OTCC Standard Edition SOLUTION BASED OPTION
CCd Starter
CCd Expert
• CCd Overview
• CCd in network
• CCd configuration with the CCs I=3h
• Agent Overview
OTCC Starter OTCC Expert C=5d • CCs Server
C=3d • CC Agent application
• Agent/supervisor functions OTCCTE800 OTCCTE802
• Home workers agents, CCagent
• Routing & Distribution rules
• Introduction to ACR
• Calendar
• ASM module
• Last called agent rule
• Individual Skill mapping
CCd Advanced
• CCs customization
• Call position announcement in OTCC Advanced C=5d
queue
OTCCTE801
• Multilingual voice guides in CCd
• Interactive queuing
• Automated Attendant
• Wallboards Manager
• Statistics customization
• Translation
• Redundancy
7 | OmniTouch Contact Center Training Offer | Jan 2008 All Rights Reserved © Alcatel-Lucent 2008
Alcatel-Lucent OmniTouch Contact Center Standard Edition R8.0
Newcomers & Experienced
8 | OmniTouch Contact Center Training Offer | Jan 2008 All Rights Reserved © Alcatel-Lucent 2008
Alcatel-Lucent OmniTouch Contact Center Standard Edition R8.0
Certification Offer
CERTIFICATION
OmniTouch CCd
R8 ACSE C=1d In classroom
OTCCTC0C3 (MCQ-60 Questions + LAB)
CERTIFICATION
OmniTouch CCd
R8 ACFE I =45 mn Web exam
OTCCTC2C3 (MCQ-30 Questions)
9 | OmniTouch Contact Center Training Offer | Jan 2008 All Rights Reserved © Alcatel-Lucent 2008
Alcatel-Lucent OmniTouch Contact Center Associated solutions CCivr
Newcomers
10 | OmniTouch Contact Center Training Offer | Jan 2008 All Rights Reserved © Alcatel-Lucent 2008
Alcatel-Lucent OmniTouch Contact Center Associated solutions CCoutbound
Newcomers
11 | OmniTouch Contact Center Training Offer | Jan 2008 All Rights Reserved © Alcatel-Lucent 2008
Alcatel-Lucent OmniTouch Contact Center Associated solutions CCivr & CCoutbound
Certification Offer
OmniTouch CCivr
ACSE C=1d In classroom
IVR0TC0C6 (MCQ-60 Questions + LAB)
OmniTouch CCo
ACSE C=1d In classroom
OTCCTC0C4 (MCQ-60 Questions + LAB)
12 | OmniTouch Contact Center Training Offer | Jan 2008 All Rights Reserved © Alcatel-Lucent 2008
Alcatel-Lucent OmniTouch Contact Center Associated solutions ACR
Newcomers
13 | OmniTouch Contact Center Training Offer | Jan 2008 All Rights Reserved © Alcatel-Lucent 2008
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
DURATION METHODS
3 hours Virtual self-paced training on the computer. 3 hours before c-learning
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
PROGRAM DESCRIPTION
To implement the virtual hybrid logical link for CCd internal calls
DOCUMENT CHANGES
03 07/08
GENERAL SUMMARY
7. Voice Guides
CCD01006P01TEUS.......................................................................................... 201
CCD01006C01TEUS.......................................................................................... 225
CCD01006H01TEUS ......................................................................................... 231
CCD01006S01TEUS .......................................................................................... 233
FEEDBACK SHEET
In order to improve the quality of the documentation, please report any errors found by
returning this sheet to the address below.
I-Learning Reminder
OBJECTIVES
5
OTCC Standard Edition Overview
Call flows
Pilots
Waiting
queue
Call Distribution
Call
routing
Mutual Aid
Dissuasion
Waiting queues
Normal
Dissuasion (also called redirection)
Mutual aid (also called intelligent overflow)
Processing groups
Agent
Voice guide
Forward
Rerouting
IVR (interactive voice responder)
6
OTCC Standard Edition Overview
Call flows
Called departments
queues Resources (PG)
(pilots)
distribution according to :
competences (defined by priority levels)
load (longest idle time)
availability (agent groups busy rate)
7
OTCC Standard Edition Overview
OTCC matrix description
8
OTCC Standard Edition Overview
OTCC matrix description
9
OTCC Standard Edition Overview
OTCC matrix description
Saturated
Expected Waiting Time (EWT) > Maximum Waiting Time Maximum Waiting Time
Blocked
Downstream resources
are not guaranteed
10
OTCC Standard Edition Overview
OTCC matrix description
11
OTCC Standard Edition Overview
OTCC matrix description
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
12
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 set Agent processing group
(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)
13
OTCC Standard Edition Overview
OTCC matrix description
The following table gives the possible association between a queue type and
a processing group type
14
OTCC Standard Edition Overview
Call routing rule
Pilots
Waiting
queue
Call Distribution
Call
routing
Mutual Aid
Dissuasion
Waiting queues
Normal
Dissuasion (also called redirection)
Mutual aid (also called intelligent overflow)
Processing groups
Agent
Voice guide
Forward
Rerouting
IVR (interactive voice responder)
15
OTCC Standard Edition Overview
Call routing rule
Waiting Queues
ng Aim:
o uti
ll R Open directions from Pilots
Ca to Waiting Queues
16
OTCC Standard Edition Overview
Call routing rule
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)
17
OTCC Standard Edition Overview
Call routing rule
Routing rules
Directions characteristics
Rule 0:
Presentation voice guide
Open/closed Parking Levels 1,2,3,4,5,6
Priorities
18
OTCC Standard Edition Overview
Call routing rule
P1
Selection of a Waiting
P2
Queue according to
the highest priority
P0
19
OTCC Standard Edition Overview
Call routing rule
A normal waiting queue has a “Maximum Waiting Time” which defines the
capacity of the queue
The “Average waiting time” is calculated by the system over the TSP (traffic
sampling period) which is defined for each waiting queue
20
OTCC Standard Edition Overview
Call routing rule
21
OTCC Standard Edition Overview
Call routing rule
P1
22
OTCC Standard Edition Overview
Call routing rule
Voice guides are assigned to a pilot rule (30 rules/pilot) and are sent on the
pilot whatever the direction
23
OTCC Standard Edition Overview
Call distribution rule
Pilots
Waiting
queue
Call Distribution
Call
routing
Mutual Aid
Dissuasion
"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
24
OTCC Standard Edition Overview
Call distribution rule
A call distribution rule (10 max) defines the distribution of the calls to the
processing groups
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
"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
25
OTCC Standard Edition Overview
Call distribution rule
26
OTCC Standard Edition Overview
Call distribution rule
P0 P1 P2
sy
Bu
27
OTCC Standard Edition Overview
Call distribution rule
P0 P1 P1
sy
Bu
28
OTCC Standard Edition Overview
Call distribution rule
No calls P0
P1
P2
29
OTCC Standard Edition Overview
Call distribution rule
No calls P0
00:40
P1
real waiting
time 00:30
P1
30
OTCC Standard Edition Overview
Call distribution rule
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 * Closed by
the threshold
Real waiting time < Distribution threshold (threshold =10s)
2
00:22 * Open
(threshold=20s)
Real waiting time > Distribution threshold
31
OTCC Standard Edition Overview
Agent selection
When the processing group has been selected by call distribution, a resource
must be selected in this processing group
32
NOTES
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OBJECTIVES
To install CCsupervision
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS Issue 01
35
CCs Application-Description and Installation
Main functions
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
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS Issue 01
36
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…
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS Issue 01
37
CCs Application-Description and Installation
Main functions
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
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS Issue 01
38
CCs Application-Description and Installation
Main functions
Alarms
Alarms for functional problems (IP problem…)
Alerts when alert thresholds set
by supervisor are exceeded
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS Issue 01
39
CCs Application-Description and Installation
Main functions
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS Issue 01
40
CCs Application-Description and Installation
CCs Installation Procedure
Run « set-up.exe »
Choose the CCs feature level
CCs light: restricted features
Full CCs: full features
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
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
CCs Application-Description and Installation
CCs Installation Procedure
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
Choose the different languages which will be available in the CCs for the
CCsupervisor
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS Issue 01
44
CCs Application-Description and Installation
CCs Installation Procedure
This language will also be used for the Excel statistic reports
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
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS Issue 01
46
CCs Application-Description and Installation
CCs Installation Procedure
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
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
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS Issue 01
48
CCs Application-Description and Installation
CCs Installation Procedure
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
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS Issue 01
50
CCs Application-Description and Installation
CCs starting
CCs starting
Log-on window:
User name: administrator
Password: alcatel
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
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS Issue 01
52
CCs Application-Description and Installation
CCs.ini file
CCs.ini file
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
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
; CCS light? (if =1, requires CCSLight token; if =0, requires Monosite or Multisite token according Multisite
parameter)
CcsLight=0
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
CCs Application-Description and Installation
CCs.ini file
CCs.ini file
[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
timezone=WINDOWS
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
Usually, the time zones are managed in the PCX, so in the “CCs.ini” file, timezone
= windows
2: Expert menu
6: System management
1: Date &time updte
2: Set timezone
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS Issue 01
56
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:
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
19/06/07 15:59:47 Search for the protocol to use for the session on the site 10.19.1.3.
19/06/07 15:59:47 CCS in NORMAL mode -> run the license process.
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS Issue 01
58
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:
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS Issue 01
59
All Rights Reserved © 2008, Alcatel-Lucent 26
Alcatel-Lucent OmniTouch Contact Center Standard Edition – CCs Application-Description and installation
Ref. CCD01003P02TEUS Issue 01
60
Alcatel-Lucent OTCC Standard Edition
CCsupervision Installation
HANDS-ON EXERCISES
OBJECTIVE
MANAGEMENT
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.
OBJECTIVE
MANAGEMENT
2. Test the Eethernet link between the PC and the PABX with ping command
From the PC : Start Run ping <nodeX MAIN CPU IP address>
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
- User name: Administrator
- Password: “alcatel”
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
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…
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
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PROCEDURE
OBJECTIVE
- To learn how to manage a CCd Matrix using the Expert tool or mgr
PROCEDURE
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.: ACD prefix +1= withdraw
+2 =wrap-up
+3 = supervisor call
+5 = log-off
+6 = log-on
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…
Nota : Possible Forwarding Dir N° are: set, agent, supervisor, attendant, attendant
group, speed dialing number, pilot, voice mail, PCx group…
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.
4. Queues creation
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.
5. Pilot creation
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: <Advanced features, used for calls distribution
Intro / greeting guide timer: when the pilot is blocked>
Broadcast number:
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.
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
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.
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.
Nota : This configuration is available only if some waiting queues have been associated
to processing groups in STEP 4
Nota : If the ACD authorized set is a 4035 set fitted with a terminal adapter, the agent
station has to be a 4035T set
Nota : If the ACD authorized set is a 4035 set fitted with a terminal adapter, the agent
station has to be a 4035T set
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
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
HANDS-ON EXERCISES
OBJECTIVE
MANAGEMENT
Normal
3X701
Mutual aid
3X702
Dissuasion
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.
OBJECTIVE
MANAGEMENT
Note: Create the right type of set according to the extensions available on your system.
Note: choose the set type according to the OXE release and the licenses available on the
system
4. Allow the “ACD prefix” use in the “ACD authorized” and in the “agents / supervisors” sets
phone C.O.S:
- Go to: “classes of service / phone features COS / Review/modify “
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)
- Do the same kind of management for the pilot 3X601 according to the lab requirement.
- Queue 3X701 is linked to processing group 3X801, with a resource selection priority 0
- Queue 3X702 is linked to processing group 3X802, with a resource selection priority 0
- 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
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OBJECTIVES
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
104
Local Hybrid Link
Overview
Statistic Pilot
31002
31500
Pilot
31001
31400
An internal user could call directly a pilot (routing pilot or statistic pilot) by dialing the pilot number
105
Local Hybrid Link
Management
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
106
Local Hybrid Link
Management
Pilot parameters
Note: in order to call locally statistic pilots, this feature must be validated in the
“routing pilot” parameters
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
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
108
Local Hybrid Link
Maintenance
Maintenance (example)
“hybvisu”command
109
Local Hybrid Link
Maintenance
Maintenance
110
Alcatel-Lucent OTCC Standard Edition
Set-up local call to pilot
HANDS-ON EXERCISES
OBJECTIVE
MANAGEMENT
OBJECTIVE
MANAGEMENT
Note: in case of trouble, reset the hybrid link by using the command “rsthyb node
number all”
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OBJECTIVES
To known how to manage the CCs users (administrators and supervisors) with some rights
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Summary
Pilots configuration
Agents configuration
Teams configuration
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User account
An administrator:
Has full rights for distribution objects and can create another user (administrator or
supervisor)
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User account
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
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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User account
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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Personal parameters
"Language"
Each user can define the language in which he wants to work. Select the language via the list.
"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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System parameters
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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Pilots
Pilots management
Automatic wrap up
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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Pilots
Pilots management
Go to the CCs menu: Configuration / pilot
Pacman
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).
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Pilots
Pilots management
Go to the CCs menu: Configuration / pilot
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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Pilots
Pilots management
Go to the CCs menu: Configuration / pilot
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Queue
Queue management
Go to the CCs menu: Configuration / queue & waiting room
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Queue
Queue management
Go to the CCs menu: Configuration / queue & waiting room
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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Agent processing group
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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Agent processing group
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Agent processing group
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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Agent processing group
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Forward processing group
"Forwarding address"
This is a local address of the PBX to which the calls destined to this pilot are forwarded.
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Rerouting processing group
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.
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
"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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Agent
Agent management
Go to the CCs menu: Configuration / Agent
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Agent
Agent management
Go to the CCs menu: Configuration / Agent
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Agent
Agent management
Go to the CCs menu: Configuration / Agent
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Team
Team management
They are used to group together agents from different PGs in the same entity
and to observe common characteristics in real time
GT1 GT2
Team 0
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Team
Team management
Go to the CCs menu: Configuration / Team
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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Team
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Super Object/Hyper Object
A Super Object is a set of objects of the same type, located on the same
site. They are only defined by an administrator
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Super Object/Hyper Object
Limits:
100 super / hyper objects at all
25 super / hyper objects of each type
20 objects per super object
25 objects per hyper object
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Super Object/Hyper Object
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Super Object/Hyper Object
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HANDS-ON EXERCISES
OBJECTIVE
- To learn how to manage CCd objects via the Contact Center Supervision management tool
MANAGEMENT
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.
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.
OBJECTIVE
- To learn how to manage CCd objects via the Contact Center Supervision management tool
MANAGEMENT
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
Assign the consultation rights for the pilot 3X601, the queue 3X702, and the
processing group 3X802
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)
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)
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
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
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
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)
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
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)
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OBJECTIVE
To manage the Routing & the distribution rules with the CCsupervision
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Routing rule
Routing rule
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Up to 20
Routing
directions 2
Call routing
behavior
according to
pilot status
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
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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Routing rule
Or a voice guide (specify the V.G number, the number of broadcast or the duration)
"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.
"# 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.
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1 2
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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1 2
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 »)
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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)
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.
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2) Set the voice guide Nb for the presentation Guide and the park level voice guide.
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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From the CCs: Call Flow mgt / Call Routing (“calendar per pilot” tab)
4 2
Note: After any modification in the calendar, the modification must be validated in order to be taken into account.
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Routing rule
It’s possible to manage a specific call routing behavior for special days
- 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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Distribution rule
Distribution rule
20 rules can be defined for the whole system; but only one rule is active at a
time
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Distribution rule
Up to 30
distribution
directions can be
defined
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,
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Distribution rule
2
1
4
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
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
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1
4
1) Select a processing group if you want to mange the call selection mode..
For each existing distribution rule, the following table appears for each of the 30 possible distribution directions (0 to 9)
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Distribution rule
2 3
4
1) Add the time slice in the calendar (20 transitions maximum per day)
3) Manage special days if required (same principle than for the routing rule)
Note:
It’s possible to activate manually the distribution rule by using “mgr” tool
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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
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.
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
The agent 3X500 will be assigned to the PG 3X800 ; so by using the CCs:
- Go to configurations / agent
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:
- Go to configurations / agent
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:
- 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
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)
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
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)
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”
If you use the same distribution rule the whole week, you can manage only 1 time slice in
the calendar: it will be enough
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Voice Guides
OBJECTIVES
201
Voice Guides
Overview
202
Voice Guides
Overview
The Alcatel-Lucent OmniPCX Enterprise uses specific couplers for voice guides:
GPA2(1)
GD or GA(1)
203
Voice Guides
Overview
Voice guides
204
Voice Guides
Hardware
GPA2 60 - - 15 mn 4 x 12 mn
GD / GA 16 - - 8 mn 4 x 8 mn
(1): GPA2, GD and GA boards support 1 RAM memory space available for 1 voice guide file.
Prom
Audio Tape
Flash-Card
Floppy disk
Microphone
Audio CD / CD-ROM
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).
206
Voice Guides
VG Recording
Prom
FTP Flash-Card
Call Server
Floppy disk
CD-ROM
For further information on the AAS refer to the VOICE GUIDE PROGRAMMING STATION instructions
207
Voice Guides
VG Recording
208
Voice Guides
VG Recording
guide 1
guide 1’ ^ Ram Memory
guide 2
guide 3
^ Downloading (GPA2 / Gx)
selected guides
guide 4 ^
guide 4’’
etc...
Hard Disk
Alcatel-Lucent Audio-station
(^) selection (made per set or management)
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.
GD
GA
OmniPCX Enterprise
210
Voice Guides
CCd Voice Guides
Hold on guide
Before parking timer Inter tone guide
Inter tone guide
211
Voice Guides
VG Transfer Tool
“VgTransferTool” software
Start the installation of the tool with the setup.exe delivered on the voice
guides CD-ROM
The tool is compatible with: Windows 95, Windows 98, Windows Me, Windows NT4 and Windows 2000pro
212
Voice Guides
VG Transfer Tool
213
Voice Guides
VG Transfer Tool
214
Voice Guides
VG Transfer Tool
215
Voice Guides
VG Transfer Tool
216
Voice Guides
VG Transfer Tool
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.
217
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:
218
Voice Guides
VG Downloading
219
Voice Guides
Static VG Management
You don’t modify the language in system but in Static voice guides
Note: the “flash file” parameter appears only for “specific flash VG file”
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Voice Guides
Static VG Management
Note: the “flash file” parameter appears only for “specific flash VG file”
221
Voice Guides
Dynamic VG Management
Whatever the board used, all dynamic messages are stored in the directory
/DHS3ext/vg/dhs
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Voice Guides
Dynamic VG Management
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
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Voice Guides
Dynamic VG Management
Management
Create the voice guide in the database
System/Voice guide
Voice guide No: ….
Function: Single Message voice guide
Voice guide start: 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°: 750 (e.g)
ACT Shelf-Board list: 0 -10
For adjusting recording gain from the 4035 UA phone, five levels are possible:
Level 0 1 2 3 4
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
224
Alcatel-Lucent OTCC Standard Edition
Dynamic Voice Guide recording
PROCEDURE
OBJECTIVE
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).
Application mtcl
Path Shelf/Board/Creation
Parameters Shelf Address: 0 to 99
Board Address: 0 to 27 (depends on shelf type)
Interface Type: GPA2
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
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
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)
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)
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
Application mtcl
Path Classes of service / Phone features COS / Review/modify
Parameters Phone features COS : 0 (0..31)
PCX services
Recordable voice guides: 1
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.
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
On set
Action
On set
Action Recording of voice guide nbr : 866
Start Cancel
On set
Action Recording of voice guide nbr : 866 0:07
Stop Cancel
On set
Action
Recording of voice guide nbr : 866 0:07
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 Delete Rubout Back
On set
Action
Enter the memo: pilot1 greeting greeting
On set
Action Patience: File creation in progress ..
On set
Action Do you want to select this VG file ?
Yes No
HANDS-ON EXERCISES
OBJECTIVE
- To learn how to record dynamic voice guides and to assign the dynamic voice guides to the
CCd matrix
MANAGEMENT
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 :
3.2. 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”)
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”)
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
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:
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”
3. By using the procedure (dynamic voice guide recording), record for each pilot:
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”)
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”
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
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”
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
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OBJECTIVE
241
Agent Features Overview
Agent and Supervisor
Supervisor set which can supervise several processing groups and can itself be part
of a processing group as an agent
Agents sets
Extension types
242
Agent Features Overview
Set functions
Set functions
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…
243
Agent Features Overview
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).
244
Agent Features Overview
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)
245
Agent Features Overview
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
246
Agent Features Overview
Self-assignable agent / preferred processing group
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")
247
Agent Features Overview
Log on procedure summary
Fixed ?
Yes Agent number
No
Self-assignable ?
No
Yes CCsupervision
Preferred
PG number PG ?
Yes Pre assigned
Withdrawn
Assigned
248
Agent Features Overview
"Log-on/Log-off" function for the supervisor
After the log-on, the supervisor can enter/leave the processing group using
the dynamic "Entry/Exit" key
249
Agent Features Overview
Temporary withdrawal
Temporary withdrawal
The agent (or the supervisor) is then no longer taken into account for CCd
call distribution
250
Agent Features Overview
Temporary withdrawal
Temporary withdrawal
6 7 8 9
Coffee WC Smoke 4 5
The agent who has temporarily withdrawn can still be called on his own
directory number for internal or external calls
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
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)
252
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)
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
253
Agent Features Overview
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
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
254
Agent Features Overview
Agent status
ringing
Wrap-up in idle (pilot/caller/waiting time)
(manual)
(group timer)
conversation
free
code
Wrap-up (automatic)
(pilot timer (possible cut-off))
Wrap-up in
pause
(manual)
(group timer) Pause
(pilot timer)
255
Agent Features Overview
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
256
Agent Features Overview
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
257
Agent Features Overview
Waiting calls - queues status
“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
258
Agent Features Overview
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
This function is used to provide immediate information for the agents and
supervisors concerning changes in traffic and the actions to be taken
259
Agent Features Overview
Headset function
Headset function
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
260
Agent Features Overview
Monitoring by the supervisor
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
261
Agent Features Overview
Monitoring by the supervisor
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
262
Agent Features Overview
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
263
Agent Features Overview
Monitoring by the supervisor
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
264
Agent Features Overview
Monitoring by the supervisor
265
Agent Features Overview
Help request by an agent
266
Agent Features Overview
Help request by an agent
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
267
Agent Features Overview
Transaction/business code
Transaction/business code
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
268
Agent Features Overview
Conversation recording
Conversation recording
The recording function is available with the Alcatel-Lucent 4645 and 4635
voice messaging systems
269
Agent Features Overview
Queue supervision on LED
The queue supervision on LED function is reserved for agents with an Alcatel-
Lucent 403x /4068 set
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)
270
Agent Features Overview
Queue supervision on LED
271
Agent Features Overview
General forwarding function
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)
272
Agent Features Overview
Manual close/open of a processing group
273
Agent Features Overview
Manual hold/retrieve
Manual hold/retrieve
274
Agent Features Overview
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:
275
Agent Features Overview
Choice by list (CBL)
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
276
Agent Features Overview
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:
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Alcatel-Lucent OTCC Standard Edition
Agent & Supervisor features management
PROCEDURE
OBJECTIVE
PROCEDURE
2. Wrap-up Management
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'.
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 wrap-
up 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.
3. Pause Management
Note: This programmable key allows the agent to enable or disable the headset
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
9.1. Prior management: the voice mail (4635 or 4645) must be managed in the OmniPCX
Enterprise database
Note: The “Record” dynamic key will appear on the agent / supervisor set display
Note: The “hold” dynamic key will appear on the agent / supervisor set display
Note: The “park” dynamic key will appear on the agent / supervisor set display
Note: “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
Note: before creating the “Primary MLA” key on the virtual UA set, this one must be
configured as a multi-line set
HANDS-ON EXERCISES
OBJECTIVE
MANAGEMENT
PREFIX N°
Withdrawal 12+1
Wrap up 12+2
Supervisor 12+3
Log off 12+5
Log on 12+6
OBJECTIVE
MANAGEMENT
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
- 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
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”
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Applications / CCd / Processing group / Review/modify”
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”
- Call the pilot 3X600; on which key will the call arrive on the agent 3X500 ?
- the call arrives on the” ACD line” key
- How many CCd calls coming from the CCd matrix (from the pilot) is this agent able to
receive at the same time ?
- Only 1 call
- 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)
- Create a secondary MLA key on the agent set 3X500 and on the agent set 3X501
This management has to be done via “mgr” tool (impossible via the CCs)
Go to: “Users / Prog. Keys / Review/modify”
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.
PREFIX N°
Withdraw 12+1
Wrap up 12+2
Supervisor 12+3
Log off 12+5
Log on 12+6
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OBJECTIVES
To know the real time refresh period on the monitoring Sampling Period principle
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Real time information
Real Time - Principle
The real time statistics, update at the end of each call, provides:
Performance information and service level
Low traffic levels
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)
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Real time information
Real Time - Principle
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Real time information
Real Time - Summary
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
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Real time information
Real Time - Navigator
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
Alarm Navigator
The top zone: Navigator buttons zoom customization
Zoom on Zoom
real time on the
Info statistics
View Zoom
To move Display the Explorer Graph pilots
super/ super/
objects objects by zoom
hyper hyper
(with shift key) number or by Filter by site (in Mode: on MSP Zoom on
objects objects
Name case of multi- -Visualization remote
site CCs) -Selection objects
Select Deselect
- 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
Calls Distribution
Call routing
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
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Real time information
Navigator desktop management
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Real time information
Real Time - Navigator: Multi-site
Selection
Remote Remote
Local
Pilot PG
Pilot
«Virtual»
waiting queue
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Real time information
Real Time – Navigator: Customization
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
8 selections (8 tabs) allow to display the pilots objects, WQs and PGs.
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.
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Real time information
Real Time - Navigator - Customization
Used to select the real time information displayed with each object icon
inside the graphic zone, according the type of the object
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
This tab allows the parametering of the different display options for the
navigator
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Real time information
Real Time - Navigator - Personalization
This tab enable to set the options of the different zoom types that can be
displayed in the navigator
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Real time information
Real Time - Trunk groups
Real Time
Trunk group
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
Pilots SL
« Pacman » changes of
color according to
the «Service level» (Sl)
Calculated on the
Monitoring sampling Period
(MSP)
Display for each pilot from the level service, efficiency and the standard time of waiting time for the served calls.
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
Pilot
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Real Time - Pilot: Statistics on the MSP
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 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
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 - Waiting Queue
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Real time information
Real Time - Waiting Queue
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
Real time
Processing group
Agents PG
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Real time information
Real Time - Agents PG
10 parameters max
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.
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Real time information
Real Time - Agents PG: Sharing key per pilot
Resource breakdown
Resource Breakdown: Display the status of the agents logged in the PG.
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Real time information
Real Time - Agents
Real Time
Agents
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Real time information
Real Time - Agents: Statistics since log-on
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Real time information
Real Time - Agents: Current state
PG Name in
which the
agent is
assigned.
Service state
of the agent Duration
from which
the agent is
Phone state of in the
the agent previous
state
Multiline calls
icon
Current state
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
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Real time information
Real Time - Teams
Phone status
Service status
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
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
The "Alarms" window is destined to store and display the various CCd alarms
Real time
Alarms Erase the selected event
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
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
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Alerts
overview
Alarms configuration
Sounds
(window/customize/sounds)
Alarms window
(Real time / Alarms)
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Alerts
Alarms thresholds
Trunk group
Pilot
Service level
Maximum conversation time
Minimum conversation time
Wrap up time
Efficiency
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Alerts
Alerts thresholds
Waiting queue
Processing group
Ringing duration
Number of no answers / MSP
Withdrawal duration
Private conversation duration
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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
2. Move the objects (pilots., queue…) on the navigator and save your desktop
3. Navigator customization
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
5.1. Manage the following thresholds for the alarms ( X= node number ) and test them
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
OBJECTIVE
- To learn how to display real time information concerning: Pilots, Queues, Processing groups,
Agents and to configure alerts thresholds
MANAGEMENT
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
and then select the objects which will be hidden or which will be visible
Otherwise, you can also use the “selection mode” button , and
then select the objects which will be hidden or which will be visible
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
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
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
From the CCs, activate the Log on/ Log off of the agent
5.1. Manage the following threshold for the alarms ( X= node number ) and do the test
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
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 and choose the “Advanced
options” menu
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OBJECTIVES
To program the automatic editions Excel and to find the result files
363
Predefined Statistic Reports
Generalities
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)
Each group has a life duration that can be configured according to the storage capacity
available and the information throughput generated by the system
364
Predefined Statistic Reports
Generalities
/usr4/afe
OmniPCX
obj<date>.sta Hard drive
Daily temporary tr<date>.sta
files ind<date>.sta
te<date>.sta
procedure
tc<date>.sta
at OHOO
dy<date>.sta
Consolidated files hr<date>.sta Used by the CCs application
ev<date>.sta
batch-hour
at 1HOO
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Predefined Statistic Reports
Generalities
obj<date>.sta
tr<date>.sta
ind<date>.sta
te<date>.sta
tc<date>.sta
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Predefined Statistic Reports
Generalities
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Predefined Statistic Reports
Generalities
OmniPCX Enterprise
EXCEL Spreadsheet:
predefined data
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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
CCdistribution Production
Productionof
of
monitoring comm.
comm.tickets
tickets
RAM
RAM
write process
after 15 min.
Storage
under
files
OmniPCX Enterprise
Hard-disk
369
Predefined Statistic Reports
Manual edition
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.
370
Predefined Statistic Reports
Manual edition
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
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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Predefined Statistic Reports
Manual edition
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
“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
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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
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Predefined Statistic Reports
Automatic edition
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:
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.
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Predefined Statistic Reports
Automatic edition
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Predefined Statistic Reports
Automatic edition
1
Daily edition
4
3
376
Predefined Statistic Reports
Automatic edition
Weekly edition
Same window and same procedure than for the daily edition, the only difference is that you need to select an output day.
377
Predefined Statistic Reports
Automatic edition
Monthly edition
Same management than for the daily edition, output day more to manage.
378
Predefined Statistic Reports
List of object
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
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
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
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Statistics: Principle and Possibilities
Excel
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Alcatel-Lucent OTCC Standard Edition
Predefined Statistic Reports
PROCEDURE
OBJECTIVE
PROCEDURE
start date for edit Only available if you make an edition on several days of the month
end date for edit
edition by pg
top 5 edition 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
list of 5 pg agent/ivr you select the Pg that you want to display
delete a pg agent/ivr enable to delete a Pg from the list if you choose a list of 5 Pg agent/ovr
Daily edition
Output time Launching time of the statistics request
Choose an object for a statistic edition (e.g.: a pilot)
Available pilots 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).
Run Macro If you need to launch a macro for the statistic edition
(ACDMacro)
Start date for Only available if you make an edition on several days of the month
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
list of 5 pg enable to delete a Pg from the list if you choose a list of 5 Pg agent/ivr
agent/ivr
delete a pg
agent/ivr
Weekly edition
Output day Launching day of the statistics request
Output time
Available pilots 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).
Run Macro If you need to launch a macro for the statistic edition
(ACDMacro)
Type of edit
Daily Only available if you make a daily edition
Over several
days of the
month
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
Monthly edition
Output day Launching day of the statistics request
Output time Launching time of the statistics request
Available pilots 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).
Run Macro (ACD Macro) If you need to launch a macro for the statistic edition
Output granularity Tick this parameters to get a detail of the statistics according to the pg
¼ hour
½ hour
1 hour
edition by pg 5 best Pg for the pilot. The selection will be made automatically by the
system
top 5 edition
you select the Pg that you want to display
list of 5 pg agent/ivr enable to delete a Pg from the list if you choose a list of 5 Pg agent/ivr
delete a pg agent/ivr
HANDS-ON EXERCISES
OBJECTIVE
- To learn how to save and visualize the statistics with Excel (manual edition) and program the
statistics
MANAGEMENT
1.1. Visualize the statistics with Excel, and use different templates (general, detailed
graph, summary report…).
- Pilot (3X600)
- Agent Processing group (3X800)
- Agent (3X500)
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?
OBJECTIVE
- To learn how to save and visualize the statistics with Excel (manual edition) and program the
statistics
MANAGEMENT
1.1. Visualize the statistics with Excel, and use different templates (general, detailed
graph summary report…)
- Pilot (3X600)
- Agent Processing group (3X800) ,
- Agent (3X500)
2.1. Manage a daily edition on agent 3X500 with the “Detailed_report” template
From CCs, go to: Configurations / Precompiled statistics / Daily edition
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
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
The report will be stored in: C:\ Program Files \ Alcatel \ A4400CCs \ Excel \ Daily \ Pilots \
“date” \ “list1.xls”
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