Professional Documents
Culture Documents
Standard Edition
CCd Starter
PARTICIPANTS GUIDE
Alcatel-Lucent Enterprise
This document has no contractual value and may be changed or withdrawn
at any time by Alcatel-Lucent.
REF. OTCCTE800US
Issue 03
This product includes software. Its use may be subject to legislation concerning computer technology,
databases and civil liberties (in case of France see the law N 7817 dated 6 january1978).
Training
Jan, 2008
Legend
STARTER PACK<
For a quick start of the solution:
Install the OmniPCX Enterprise or application and the infrastructure and ensure the start up of the
system
PREREQUISITES
2 | OmniTouch Contact Center Training Offer | Jan 2008
Legend
Course Name
Reference
I=xh
C=xd
V=xd
I=xh
Course Name
C=xd
Reference
V=xd
Course Name
C=xd
Reference
V=xd
Course Name
C=xd
Reference
V=xd
Course Name
C=xd
Reference
V=xd
I=xh
I=xh
I=xh
I=xh
Course Name
C=xd
Reference
V=xd
xh
xd
xd
CCoutbound Expert C = 5 d
OTCCTE804
CCivr Advanced
IVR0TE801
C=5d
CCivr Starter
OTCCTE802
IVR0TE800
ACR Advanced
CCD Advanced
C=5d
OTCCTE803
C=5d
OTCCTE801
PREREQUISITES
CCD Starter
I=3h
OTCCTE800
C=3d
Starter Pack
Enterprise
ENTPTE800
I=8h
C = 10 d
C=5d
or
OTCC SE Tap-lab
OTCCTA0A5 or
0TCCTA0A6
Introduction to
OmniPCX Enterprise
ENTPTE899
I =6 h
C=3d
Or
C=1d
C=5d
Release 8
Tap Lab
Tap Lab
CCivr Expert
CCivr Basics
CCoutbound
ACR Expert
ACR Advanced
5d
5d
5d
5d
5d
3d
5d
5d
ACFE ACSE
CERTIFICATION TRACK
CCd Expert
CCd Advanced
CCd Basics
CCivr Advanced
CCivr Starter
CCoutbound
ACR Advanced
CERTIFICATION TRACK
5d
5d
5d
5d
6h+3d
3h+3d
CCd Expert
CCd Advanced
CCd Starter
ACFE ACSE
CCivr Advanced
5d +2d
or
Starter Pack
Enterprise
ENTPTE800
I=8h
Introduction to
C = 10 d
OmniPCX Enterprise
ENTPTE899
I =6 h
CCd Advanced
CCs customization
Call position announcement in
queue
Multilingual voice guides in CCd
Interactive queuing
Automated Attendant
Wallboards Manager
Statistics customization
Translation
Redundancy
OTCC Starter
OTCCTE800
OTCC Advanced
I=3h
C=3d
OTCC Expert
C=5d
OTCCTE802
C=5d
OTCCTE801
CCd Expert
CCd in network
CCs Server
CC Agent application
Home workers agents, CCagent
Introduction to ACR
ASM module
Last called agent rule
Individual Skill mapping
OTCC SE
Tap-lab
C=1d
OTCCTA0A5
OTCC SE
Tap-lab
C=3d
OTCCTA0A6
OmniTouch CCd
R8 ACSE
C=1d
OTCCTC0C3
In classroom
(MCQ-60 Questions + LAB)
CERTIFICATION
OmniTouch CCd
R8 ACFE
I =45 mn
OTCCTC2C3
Web exam
(MCQ-30 Questions)
CCivr Starter
C=5d
CCivr Advanced
IVR0TE801
IVR0TE800
C=5d
CCivr ADVANCED:
FAX facilities
Email exchanges
Complex CCd integration,
Interactive queuing
COM objects integration
Oracle database connection
Automatic Speech recognition (ASR)
OLE DB database connection
Switching calls applications
OmniTouch CCivr
Tap-lab
C=2d
IVR0TA0A2
CCoutbound EXPERT:
Installation CCo server and MS SQL
CCo campaigns management
CCagent integration
Scripting tool functions
Trouble shouting
Statistics
OmniTouch
CCoutbound
Expert
OTCCTE804
C=5d
C=2d
OmniTouch CCivr
ACSE
C=1d
In classroom
(MCQ-60 Questions + LAB)
C=1d
In classroom
(MCQ-60 Questions + LAB)
IVR0TC0C6
OmniTouch CCo
ACSE
OTCCTC0C4
ACR Advanced
OTCCTE803
OmniTouch ACR
C=5d
Tap-lab
C=2d
CCD0TA0A2
www.alcatel-lucent.com
OTCCTE800US
DURATION
DELIVERY LANGUAGE
METHODS
3
hours
days
OBJECTIVES
At the end of the course, the participant will be able to:
Install and configure the CCdistribution application on OmniPCX Enterprise
PREREQUISITES
To have attended the Alcatel-Lucent OmniPCX Enterprise Starter training course
3 hours
Phase 2: c-learning
3 days
DOCUMENT CHANGES
Issue
Date
01
03/08
02
04/08
03
07/08
Issue
Date
GENERAL SUMMARY
2.
3.
4.
5.
6.
7.
Voice Guides
CCD01006P01TEUS.......................................................................................... 201
CCD01006C01TEUS.......................................................................................... 225
CCD01006H01TEUS ......................................................................................... 231
CCD01006S01TEUS .......................................................................................... 233
8.
9.
ii
FEEDBACK SHEET
In order to improve the quality of the documentation, please report any errors found by
returning this sheet to the address below.
CHAPTER
PAGE
DESCRIPTION
iii
iv
I-Learning Reminder
OBJECTIVES
Reminder the description of:
the OTCC Standard Edition
matrix objects (pilots, queue, processing groups)
the routing rules (call routing rule, call distribution rule)
the agent selection
To show the limits
Waiting
queue
Call Distribution
Call
routing
Mutual Aid
Dissuasion
The Alcatel-Lucent OTCC Standard
Edition is a complete solution built into
the Alcatel-Lucent OmniPCX Enterprise
Called departments
(pilots)
Call Routing
Priorities
Expected waiting
times
Resources (PG)
queues
Call Distribution
Priorities
Longest idle time (load)
Resource availability
distribution according to :
competences (defined by priority levels)
load (longest idle time)
availability (agent groups busy rate)
Calls are connected to a welcome guide and then are routed with or without
queuing
e.g. voice guide: "all our lines are busy, please call again later
Saturated
Blocked
Downstream resources
are not guaranteed
( All agents are logged-off or in withdrawal )
10
Administrative extension...
Abbreviated number
11
Supervisor set which can supervise several processing groups and can itself be part
of a processing group as an agent
Agents sets
12
Agent set
(or supervisor)
The log-off procedure allows an agent to inform the OTCC system of his
13
Agents P.G
IVR PG
Forward PG
Rerouting PG
Voice Guide PG
14
Dissuasion W.Q
10
Waiting
queue
Call Distribution
Call
routing
Mutual Aid
Dissuasion
11
15
Waiting Queues
ll
Ca
ng
uti
o
R
Aim:
Open directions from Pilots
to Waiting Queues
16
12
The routing directions choice, between waiting queues (20 max), is done
13
17
P0
queue direction
According to pilot state
P1
sed
Cl o
A Voice Guide
Or an Address: IAA or IVR in Queue
Or an EWT table: IAA or IVR in Queue
(according to Expected Waiting Time)
P9
Directions characteristics
Rule 0:
Open/closed
Priorities
18
14
P1
Selection of a Waiting
Queue according to
the highest priority
P2
P0
waiting queue
15
19
The Average waiting time is calculated by the system over the TSP (traffic
20
16
Dissuasion mechanism
P1
Dissuasion towards a
voice guide in case of
queue congestion
17
21
P0
P1
P0
22
18
Greeting
message
parking
message n1
parking
message n2
parking
message n6
19
23
Waiting
queue
Call Distribution
Call
routing
Mutual Aid
Dissuasion
24
20
processing groups
A queue can have up to 30 possible distribution directions
CALL SELECTION
All resources are busy
Call selection when a resource
is ready
The system choose one of the
calls at head
of the queues
RESOURCES SELECTION
The processing group is available (at least
one resource is available)
The queue chooses the processing group
21
25
system checks:
26
22
P0
P1
P2
sy
Bu
23
27
P0
P1
P1
00:40
00:30
sy
Bu
28
24
No calls
P0
P1
P2
25
29
P0
No calls
00:40
P1
real waiting
time
00:30
P1
30
26
direction
Real Waiting
Time in queue
00:09
2
00:22
Closed by
the threshold
(threshold =10s)
Open
(threshold=20s)
27
31
32
28
NOTES
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_____________________________________________________________________________________________________________________________________________________
_____________________________________________________________________________________________________________________________________________________
33
NOTES
_____________________________________________________________________________________________________________________________________________________
_____________________________________________________________________________________________________________________________________________________
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_____________________________________________________________________________________________________________________________________________________
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34
OBJECTIVES
To install CCsupervision
To describe the CCs.ini file
To describe the CCs.log file
To describe the prelogin.txt file
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
35
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
36
(*)
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
37
Fixed / mobile
Preferential group
Self-assignable
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
38
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
39
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
40
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
41
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
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
43
CCsupervisor
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
44
10
11
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
45
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
46
12
13
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
47
Yes: threshold alarms remain enabled, but traffic on the LAN will be generated
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
48
14
15
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
49
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
50
16
Password: alcatel
17
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
51
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
52
18
Parameters contained in the CCs.ini file have been grouped by topic and
19
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
53
Multi-site
Multi-site = 0 means thats a mono-site CCs
Multi-site = 1 means thats a multi-site CCs
its possible to switch from mono-site to multi-site without uninstalling the CCs software, only by modifying this parameter
CCsLight
CCsLight = 0 means thats a Full CCs
CCsLight = 1 means thats a CCs Light
=>its possible to switch from Full CCs to CCs Light without uninstalling the CCs software, only by modifying this parameter
Site1
Here we retrieve the node declared from the CCs menu ( windows / customize / Network)
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
54
20
[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
21
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
55
Usually, the time zones are managed in the PCX, so in the CCs.ini file, timezone
= windows
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
56
22
Install the new release (so, a new CCs.ini file will be created)
The previous CCs settings (contained in the CCs.MRG file) will be merged
automatically into the new CCs.ini file
23
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
57
15:59:47
19/06/07
15:59:47
Search for the protocol to use for the session on the site 10.19.1.3.
19/06/07
19/06/07
19/06/07
19/06/07
15:59:47
15:59:47
15:59:47
15:59:47
10.19.1.3
10.19.1.3
10.19.1.3
10.19.1.3
19/06/07
15:59:47
19/06/07
15:59:47
19/06/07
15:59:47
19/06/07
15:59:47
19/06/07
15:59:48
19/06/07
19/06/07
15:59:48
15:59:48
19/06/07
15:59:48
19/06/07
19/06/07
16:00:05
16:00:05
:
:
:
:
##########
Try to connect
Connection established
Disconnect
Protocol ID: 90.
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
58
24
25
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
59
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCs Application-Description and installation
Ref. CCD01003P02TEUS
Issue 01
60
26
HANDS-ON EXERCISES
OBJECTIVE
-
MANAGEMENT
1.
2.
Test the Ethernet link between the PC and the PABX with ping command
3.
Start de CCsupervisor
-
Log in
-
Password: alcatel
4.
Switch the CCs from mono-site to multi-site by modifying the CCs.ini file. Test it.
5.
Switch the CCs from Full mode to Light mode by modifying the CCs.ini file. Test it.
What are the main differences between Full & Light modes?
6.
Switch back the CCs from Light mode to Full mode by modifying the CCs.ini file.
Issue 03
Ref. CCD01003H01TEUS.doc
HO. 1
61
HO. 2
Ref. CCD01003H01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
62
Issue 03
OBJECTIVE
-
MANAGEMENT
1.
Issue 03
Ref. CCD01003S01TEUS.doc
HOS. 1
63
HOS. 2
Ref. CCD01003S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
64
Issue 03
Issue 03
Ref. CCD01003S01TEUS.doc
HOS. 3
65
HOS. 4
Ref. CCD01003S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
66
Issue 03
Issue 03
Ref. CCD01003S01TEUS.doc
HOS. 5
67
2.
HOS. 6
Test the Eethernet link between the PC and the PABX with ping command
From the PC : Start Run ping <nodeX MAIN CPU IP address>
Ref. CCD01003S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
68
Issue 03
3.
Start de CCsupervisor
-
Log in
Issue 03
Password: alcatel
Ref. CCD01003S01TEUS.doc
HOS. 7
69
4.
Switch the CCs from mono-site to multi-site by modifying the CCs.ini file. Test it
Go to the CCs installation directory (by default: C:\Program Files\Alcatel\A4400 Call center
supervisor), and edit the ccs.ini file
Modify the Multi-site parameter; switch the value from 0 to 1
HOS. 8
Ref. CCD01003S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
70
Issue 03
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, its impossible to:
-
Issue 03
Ref. CCD01003S01TEUS.doc
HOS. 9
71
6.
Switch back the CCs from Light mode to Full mode by modifying the CCs.ini file.
Go to the CCs installation directory (by default: C:\Program Files\Alcatel\A4400 Call center
supervisor), and edit the ccs.ini file
Modify the CCsLight parameter; switch back the value from 1 to 0
HOS. 10
Ref. CCD01003S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
72
Issue 03
NOTES
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73
NOTES
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74
PROCEDURE
OBJECTIVE
-
To learn how to manage a CCd Matrix using the Expert tool or mgr
Issue 04
Ref. CCD01001C01TEUS.doc
P. 1
75
PROCEDURE
1.
Expert tool
Tab
Path
Action
Create
Number:
Prefix meaning:
Local features
Local features:
ACD prefixes
Nota : This prefix is mandatory in order to be able to create CCd objects (pilot, queue)
and is useful for agent features (log on, log off, wrap up, withdrawal) when the
agent uses a set without display.
E.g.:
2.
ACD prefix
+1= withdraw
+2 =wrap-up
+3 = supervisor call
+5 = log-off
+6 = log-on
Expert tool
Path
Action
Review/Modify
Tab
PCX services
ACD prefixes
P. 2
Ref. CCD01001C01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
76
Issue 04
3.
Expert tool
Path
Action
Create
Directory Number:
Tab
Name:
Type:
Agent
Search mode:
Rotation timer:
Expert tool
Path
Action
Create
Directory Number:
Tab
Name:
Type:
Forwarding
Forwarding Dir N:
Nota : Possible Forwarding Dir N are: set, agent, supervisor, attendant, attendant
group, speed dialing number, pilot, voice mail, PCx group
Issue 04
Ref. CCD01001C01TEUS.doc
P. 3
77
Expert tool
Path
Action
Create
Directory Number:
Tab
Name:
Type:
Re-routing
Expert tool
Path
Action
Create
Directory Number:
Tab
Name:
Type:
Voice guide
Guide number:
Guide timer:
Number broadcast:
Nota : For the voice guide broadcast, the system uses either the duration or the number
of times
If both parameters are managed, the system uses the number of times.
P. 4
Ref. CCD01001C01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
78
Issue 04
4.
Queues creation
4.1. Normal waiting queue creation
Application
Expert tool
Path
Action
Create
Directory Number:
Name:
Type:
Distribution direction 0:
...
Distribution direction 29:
Wait queue superv. Timer:
Wait queue superv. Dir N:
Traffic sampling period:
Max waiting time:
Tab
Nota : Wait queue superv. Timer:timer after which a call exits a queue and is routed to
the wait queue superv. Timer Dir N
Wait queue superv. Timer Dir N: Enter the directory Number to which a call is
switched when a call has been too long in a queue (set, agent, supervisor, speed
dialing, pilot,)
Traffic sampling period: Enter the TSP value used to calculate the average waiting
period
Max waiting time: Enter the timeout duration (MWT) indicating that the waiting
queue is congested. This parameter is used to define the queue capacity.
Issue 04
Ref. CCD01001C01TEUS.doc
P. 5
79
Expert tool
Path
Action
Create
Directory Number:
Name:
Type:
Distribution direction 0:
...
Distribution direction 29:
Tab
Expert tool
Path
Action
Create
Directory Number:
Tab
Name:
Type:
Redirection
Distribution direction 0:
...
Distribution direction 29:
Nota : All processing groups types can be connected to a redirection queue
P. 6
Ref. CCD01001C01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
80
Issue 04
5.
Pilot creation
Application
Expert tool
Path
Action
Create
Tab
Name:
Routing direction 0:
...
Routing direction 19:
6.
Expert tool
Tab
Path
Action
Create
Greeting (norm)
Normal mode
70
100
0
Level 1 to 5(norm)
True / False
Level 6(norm)
Waiting time dependant table:
Directory N:
Waiting guide:
Issue 04
Ref. CCD01001C01TEUS.doc
P. 7
81
Greeting (gfo)
Intro / greeting guide number:
Intro / greeting guide timer:
Broadcast number:
Level 1 to 5(gfo)
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
Level 1 to 5(blocked)
Waiting time dependant table:
Directory N:
Waiting guide:
Waiting guide Timer:
Broadcast number:
Auto Cut waiting guide:
Level 6(blocked)
Waiting time dependant table:
Directory N:
Waiting guide:
Nota : If we want to configure only one waiting guide, we must configure the parking
guide level 6.
P. 8
Ref. CCD01001C01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
82
Issue 04
Expert tool
Tab
Path
Action
Review / modify
0-29
Routing direction 0 - 19
Queue directory number
Priority (norm):
Priority (genfwd):
<Advanced feature>
<Advanced feature>
<Advanced feature>
Nota : That configuration is available if the pilot has one or several routing directions
configured in STEP 5. Indeed, in STEP 5, we have associated each pilot with
several queues
6.3. Routing rule assignment to a pilot
Application
Expert tool
Path
Action
Review / modify
Issue 04
Tab
Ref. CCD01001C01TEUS.doc
P. 9
83
7.
Expert tool
Path
Action
Create
Rule Number:
Tab
< 0 to 29>
Rule name:
Active Rule:
Yes or No
Nota : The distribution rule is common to the whole CCd matrix. At a time, there is only 1
active CCd distribution rule. A distribution rule is not associated to a specific
queue or to a specific processing group.
7.2. Distribution rule: resource selection
Application
Expert tool
Tab
Path
Action
Review / Modify
Rule Number:
< 0 to 29 >
Distribution direction 0 - 29
Processing group Dir. No.:
< 0 to 9>
Handicap on LIT:
Direction Open:
Nota : This management step is used to manage a priority. In this menu, all the
processing groups which have been associated to the queue in the STEP 4 will be
available.
P. 10
Ref. CCD01001C01TEUS.doc
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84
Issue 04
Expert tool
Tab
Path
Action
Review / Modify
Rule Number:
PG Directory Number:
Distribution direction 0 - 29
Queue Directory number:
<Advanced feature>
Distribution threshold:
<Advanced feature>
<Advanced feature>
Direction Open:
True or False
Nota : This configuration is available only if some waiting queues have been associated
to processing groups in STEP 4
8.
Expert tool
Path
/Users
Action
Create
Tab
Directory number:
Shelf address:
ACT number
Board address:
Board number
Equipment address:
Equipment number
Set type:
ACD station:
Issue 04
Ref. CCD01001C01TEUS.doc
P. 11
85
9.
Expert tool
Path
/Users
Action
Create
Tab
Directory number:
Shelf address:
255
Board address:
255
Equipment address:
255
Set type:
4035T or 4068
ACD station:
Agent
Nota : If the ACD authorized set is a 4035 set fitted with a terminal adapter, the agent
station has to be a 4035T set
10.
Application
Expert tool
Path
/Users
Action
Create
Tab
Directory number:
Shelf address:
255
Board address:
255
Equipment address:
255
Set type:
ACD station:
Supervisor
Nota : If the ACD authorized set is a 4035 set fitted with a terminal adapter, the agent
station has to be a 4035T set
P. 12
Ref. CCD01001C01TEUS.doc
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86
Issue 04
11.
Application
Expert tool
Tab
Path
Action
Review / modify
Directory number:
True / False
True / False
Nota : Associated phone set: if agent is mobile, leave this parameter empty; if this agent
is fixed, enter to ACD authorized phone set on which the agent will log on
Self-assignable agent: if enabled, during the log on procedure, the agent will be
allowed to choose his processing group number(among the list of attachment)
Secret code expected: If enabled, this agent has to enter is secret code during the
log on procedure
12.
Application
Expert tool
Tab
Path
Action
Create
Directory number:
Issue 04
Ref. CCD01001C01TEUS.doc
P. 13
87
P. 14
Ref. CCD01001C01TEUS.doc
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HANDS-ON EXERCISES
OBJECTIVE
-
MANAGEMENT
1.
3X601
3X700
Normal
3X701
Mutual aid
3X702
Dissuasion
3X800
Agent PG
3X801
Forward PG
3X802
Voice guide
Declare:
-
The 2 pilots, the 3 waiting queues and the 3 processing groups (X=Node Number)
Issue 03
Ref. CCD01001H01TEUS.doc
HO. 1
89
2.
In normal state, the pilot 3X600 is connected first to the normal waiting queue; this
one uses the agent processing group. In case of congestion, the mutual aid waiting
queue will be used. This waiting queue is connected to the forward processing group
(forward to the analog set 3X010)
In normal state, the pilot 3X601 is connected first to the normal waiting queue; this
one uses the agent processing group. In case of congestion, the dissuasion waiting
queue will be used. This dissuasion waiting queue is connected to the voice guide
processing group (use the default voice guide number 1).
3.
4.
Note:
HO. 2
Ref. CCD01001H01TEUS.doc
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90
Issue 03
OBJECTIVE
-
Note:
MANAGEMENT
1.
2.
Note:
Issue 03
Create the right type of set according to the extensions available on your system.
Ref. CCD01001S01TEUS.doc
HOS. 1
91
3.
Note:
HOS. 2
choose the set type according to the OXE release and the licenses available on the
system
Ref. CCD01001S01TEUS.doc
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92
Issue 03
4.
Allow the ACD prefix use in the ACD authorized and in the agents / supervisors sets
phone C.O.S:
-
5.
Issue 03
Ref. CCD01001S01TEUS.doc
HOS. 3
93
6.
3X701 = Waiting queue type: Intelligent overflow (= mutual aid) and declare the reachable
processing groups (in this example, the forwarding P.G)
3X702 = Waiting queue type: Redirection (= dissuasion) and declare the reachable
processing groups (in this example, the voice guide P.G)
HOS. 4
Ref. CCD01001S01TEUS.doc
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94
Issue 03
7.
8.
Do this management for the pilots 3X600,3X601 and declare the queue which are
reachable for each pilot
In normal state, the pilot 3X600 is connected first to the normal waiting queue; this
one uses the agent processing group. In case of congestion, the mutual aid waiting
queue will be used. This queue is associated to the forwarding P.G
Specify the voice guides (greeting, parking voice guides) used by this pilot, according to
its state (normal, general forwarding, blocked)
Issue 03
Ref. CCD01001S01TEUS.doc
HOS. 5
95
9.
HOS. 6
In this management menu, you can open or close a direction (towards a queue)
according to the pilot status (normal, general forwarding, blocked) and you can manage
the priority values
In this example, the pilot 34600 can use 2 queues (34700 and 34701)
The queue 34700 will be used first because of its priority value (0); in case of
congestion, the queue 34701 will be used (priority=1)
Do the same kind of management for the pilot 3X601 according to the lab requirement.
Ref. CCD01001S01TEUS.doc
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96
Issue 03
10.
In normal state, the pilot 3X600 is connected first to the normal waiting queue; this
one uses the agent processing group. In case of congestion, the mutual aid waiting
queue will be used. This queue is associated to the forwarding P.G
In normal state, the pilot 3X601 is connected first to the normal waiting queue; this
one uses the agent processing group. In case of congestion, the dissuasion waiting
queue will be used. This dissuasion waiting queue is connected to the voice guide
processing group
For each queue, open the direction and manage a resource selection priority
Queue 3X700 is linked to processing group 3X800, with a resource selection priority 0
Queue 3X701 is linked to processing group 3X801, with a resource selection priority 0
Issue 03
Ref. CCD01001S01TEUS.doc
HOS. 7
97
HOS. 8
Queue 3X702 is linked to processing group 3X802, with a resource selection priority 0
For the Agent processing group, manage the call selection priority, and check that the
direction is open
Ref. CCD01001S01TEUS.doc
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11.
Issue 03
Ref. CCD01001S01TEUS.doc
HOS. 9
99
12.
Go to: Applications / CCD / CCD users / CCD operations data management / List of
attachments / Create
Do the same management for the agent 34501 and for the supervisor 34502
Dont forget the manage a preferential P.G for the agent 34501
HOS. 10
Ref. CCD01001S01TEUS.doc
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NOTES
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101
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102
OBJECTIVES
To create a local hybrid link
To call pilots internally
103
Definition
The link is setup on a single node
The local hybrid link is declared:
Characteristics
It s possible to configure up to 24 accesses per hybrid link
104
31002
Statistic Pilot
31500
Pilot
31001
31400
An internal user could call directly a pilot (routing pilot or statistic pilot) by dialing the pilot number
105
Link Name
Link Type
Adjacent Node
Adjacent Network
Multi access hybrid link
: Loop
: Hybrid
: 1; local node number
: 15; network different from the local network
: YES
Link Name
: Loop
Access number
Signaling type
: 1 (124)
: B Channel
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
Note: in order to call locally statistic pilots, this feature must be validated in the
routing pilot parameters
107
command
Usage:
In case of trouble, its possible to reset the local hybrid link by using the
rsthybcommand
Usage:
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
109
110
HANDS-ON EXERCISES
OBJECTIVE
-
MANAGEMENT
1.
2.
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Ref. CCD01011H01TEUS.doc
HO. 1
111
HO. 2
Ref. CCD01011H01TEUS.doc
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OBJECTIVE
-
MANAGEMENT
1.
Issue 04
Ref. CCD01011S01TEUS.doc
HOS. 1
113
2.
Note:
HOS. 2
in case of trouble, reset the hybrid link by using the command rsthyb node
number all
Ref. CCD01011S01TEUS.doc
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NOTES
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116
OBJECTIVES
To known how to manage the CCs users (administrators and supervisors) with some rights
To manage the personal parameters of these users
To know the management possibilities of the CCd objects
To create and manage an agent Team
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Ref. CCD01004P01TEUS
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Has full rights for distribution objects and can create another user (administrator or
supervisor)
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Ref. CCD01004P01TEUS
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If he is not an administrator:
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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Ref. CCD01004P01TEUS
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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 cant modify anything.
So now the supervisor can make a log-in to the CCs with his name and his password.
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Automatic wrap up
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Ref. CCD01004P01TEUS
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Service level: Calls Percentage come from the pilot and having obtained a response in an inferior time to a certain duration,
(declared duration in the following heading).
Inf to. response time.: Counted duration at the conclusion of the overview guide listening, until to the agent unhooking. (waiting
queue sum + agent ringing).
Pacman changes of color in function of the Service level (Q.L)
PACMAN Colors:
Green (equal service level or superior to the fixed alert threshold for that pilot),
Yellow (Inferior service level to the fixed alert threshold for that pilot in being superior or equal to 0,8 times that threshold),
Red (Inferior service level to 0,8 times the fixed alert threshold for that pilot).
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCd configuration by using the CCs
Ref. CCD01004P01TEUS
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10
Alert threshold: define the edited pilots alerts in the Alarms window.
Max Conversation Duration.: Passed maxi time in ACD conversation.
During the conversation time measure, if the agent carries out a phone operation ( ex: call of a supervisor) the count is reseted,
then taken again.
Min conversation duration.:defines the minimum time of an agent conversation.
Wrap-up duration:wrap-up duration (automatic + manual) over which an alert is sent.
At the conclusion of the conversation, the agent has an automatic wrap-up duration, if that time is insufficient for him, he can
extend it in manual wrap-up, that the duration is defined to the level of the processing Group .
Efficiency:Percentage of the served calls number (having obtained a response or succeeded on an agent) in relation to the
incoming calls number.Calculated on the Monitoring Sampling Period (MSP) comes in addition to the service level.
If the pilot efficiency is inferior to that specified in the heading, an alert is sent.
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCd configuration by using the CCs
Ref. CCD01004P01TEUS
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11
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12
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13
Queuing overflow
These parameters are only available for normal queues and waiting rooms.
Address"
This is a PBX address (Attendant, external no., etc.) to which calls queued since a specific time (see next field) are distributed .
Enter the corresponding address (8 characters).
"Delay"
This time-out determines the delay after which the queued calls are distributed to the above mentioned address. Enter a
duration between 1 and 3276 seconds. If no value is entered (item left blank), there is no time-out. This duration can be higher
than the one specified in "Maximum waiting time". The difference between these two durations allows the supervisor to
intervene manually at the call distribution level (open queue, assign agents, etc.).
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCd configuration by using the CCs
Ref. CCD01004P01TEUS
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14
15
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16
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17
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"Forwarding address"
This is a local address of the PBX to which the calls destined to this pilot are forwarded.
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCd configuration by using the CCs
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18
19
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"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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20
21
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22
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23
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GT1
Team 0
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24
25
Teams Configuration: Allow to the supervisor to create or change his personal teams of agents independently of their PG.
Current team: Teams management and their priorities.
Team: Teams name
Create: allow to create a new team
Delete: allow to cancel the selected team
New name: allow to name again the current team.
Information list: Information type which have to be displayed for each agent when one of the graphic mode of the window
Real time state from one team" is selected.
Position: allow to change the type position of information selected in the information list".
Add: contain all the information types associated to the agents. When one of his elements is selected, he is added to
the Information lists".
Delete: allow to delete the elements of the information list".
Selection of agents: allow by an action on the button Add and following the button state All" , Pre-assigned / attached
in...", to select the Available Agents .
Alcatel-Lucent OmniTouch Contact Center Standard Edition CCd configuration by using the CCs
Ref. CCD01004P01TEUS
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26
27
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Limits:
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28
29
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30
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to manage CCd objects via the Contact Center Supervision management tool
MANAGEMENT
1.
Configuration rights for the pilot 3X600, the queues 3X700 & 3X701, and the
processing groups 3X800 & 3X801
Consultation rights for the pilot 3X601, the queue 3X702, and the processing
group 3X802
2.
3.
Modify the pilot 3X600 name: hot line will be the new name. Modify the pause timer (15
sec). What is the pause timer purpose?
4.
Modify the pilot 3X601 name: Training will be the new name
Modify the service level. 85% of the calls must be answered within 15 sec.
What is the S.L purpose?
5.
For the normal waiting queue, we would like to define the queue capacity.
If the expected waiting time is upper than 45 sec, the call has to be routed to the next
direction.
We would like to manage the queuing overflow.
When a call is waiting in the waiting queue more than 1 mn, this call will overflow to the
set 3X010
Test the queuing overflow.
Issue 03
Ref. CCD01004H01TEUS.doc
HO. 1
147
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
doesnt answer before 25 sec, the call will be presented to the next agent
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 dont want to take into account the voice guide duration.
8.
For the agent/supervisor , we would like to modify the current management as follows:
Agent 3X501 has to enter his secret code for the log-on/log-off procedure
Agent 3X500 switches from fixed to mobile and has a preferential PG (3X800)
Supervisor 3X502 has a preferential PG and is self-assignable; is it possible?
Test the agent log-on / log-off from the CCs
Test the agent entry / exit from/to a PG
9.
Manage a team (team 0) which contains the agents 3X500 and 3X501.
What is the purpose of a team?
Check the real time information of the team.
10.
Manage a hyper pilot (Hyper pilot 0) which contains the pilots 3X600 and 3X601.
What is the purpose of a superpilot/hyperpilot?
Check real time information of the hyperpilot.
HO. 2
Ref. CCD01004H01TEUS.doc
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148
Issue 03
OBJECTIVE
-
To learn how to manage CCd objects via the Contact Center Supervision management tool
MANAGEMENT
1.
Issue 03
Ref. CCD01004S01TEUS.doc
HOS. 1
149
Configuration rights for the pilot 3X600, the queues 3X700 & 3X701, and the
processing groups 3X800 & 3X801
Consultation rights for the pilot 3X601, the queue 3X702, and the processing
group 3X802
HOS. 2
Ref. CCD01004S01TEUS.doc
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150
Issue 03
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
Dont forget that the consultation right is included in the configuration right
Issue 03
Ref. CCD01004S01TEUS.doc
HOS. 3
151
Assign the consultation rights for the pilot 3X601, the queue 3X702, and the
processing group 3X802
HOS. 4
Ref. CCD01004S01TEUS.doc
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152
Issue 03
2.
MSP is the duration during which the real time statistics are drawn up for the supervisor
concerned. This period is a sliding scale since it only concerns the last xx minutes. ( value
between 5 and 60 mn)
Issue 03
Ref. CCD01004S01TEUS.doc
HOS. 5
153
3.
Modify the pilot 3X600 name: hot line will be the new name
Modify the pause timer (15 sec)
Go to: Configurations / pilot
Pause between two calls" parameter is the pause between two calls, granted to the agent
after a communication from this pilot. The value, expressed in seconds, must be between
1 and 3276. To delete the pause between calls, enter none value '.
4.
Modify the pilot 3X601 name: Training will be the new name
Modify the service level. 85% of the calls must be answered within 15 sec
The service level is the percentage of calls from the pilot that have obtained a reply within
a time below a certain duration. The service level is calculated on the monitoring sampling
period (MSP)
HOS. 6
Ref. CCD01004S01TEUS.doc
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154
Issue 03
5.
For the normal waiting queue, we would like to define the queue capacity.
If the expected waiting time is upper than 45 sec, the call has to be routed to the next
direction.
We would like to manage the queuing overflow.
When a call is waiting in the waiting queue more than 1 mn, this call will overflow to the
set 3X010
Go to: Configurations / queue & waiting room
Issue 03
Ref. CCD01004S01TEUS.doc
HOS. 7
155
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
doesnt answer before 25 sec, the call will be presented to the next agent
We would like to manage the overflow on no reply.
After 50 sec, if no agent answers the call, the call will exit the processing group and will
be routed to the set 3X010.
Test it.
Go to: Configurations / Processing group / PG agent
HOS. 8
Ref. CCD01004S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
156
Issue 03
7.
In the voice guide processing group, we would like to broadcast 2 times the voice guide
number 1; we dont want to take into account the voice guide duration.
Go to: Configurations / processing group / PG others
Issue 03
Ref. CCD01004S01TEUS.doc
HOS. 9
157
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)
HOS. 10
Ref. CCD01004S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
158
Issue 03
9.
Manage a team (team 0) which contains the agents 3X500 and 3X501
Go to: Configurations / team
The purpose of a team is to be able to display real time information of agents who can
belong to different PG.
For real time information concerning the team, go to: Real time / Processing group /
PGAgent/IVR/team
Issue 03
Ref. CCD01004S01TEUS.doc
HOS. 11
159
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)
HOS. 12
Ref. CCD01004S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
160
Issue 03
NOTES
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162
OBJECTIVE
To manage the Routing & the distribution rules with the CCsupervision
Alcatel-Lucent OmniTouch Contact Center Standard Edition Call Flow management via CCs
Ref. CCD01005P01TEUS
Issue 03
163
account:
Alcatel-Lucent OmniTouch Contact Center Standard Edition Call Flow management via CCs
Ref. CCD01005P01TEUS
Issue 03
164
Up to 20
Routing
directions
2
Call routing
behavior
according to
pilot status
All Rights Reserved 2006, Alcatel-Lucent
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.
Alcatel-Lucent OmniTouch Contact Center Standard Edition Call Flow management via CCs
Ref. CCD01005P01TEUS
Issue 03
165
forwarding modes):
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.
"Voice guide #"
If you decide not to use a PBX address or if it is not available, the calls are directed to a voice guide. Enter the number of the
guide. This entry is mandatory.
"# diff."
It is the number of time the guide will be played. If this value is empty, then the duration parameter hereunder is used.
"Duration"
This is the playback duration of the corresponding guide. Enter a value between 0.1 and 3276.7 seconds.
Alcatel-Lucent OmniTouch Contact Center Standard Edition Call Flow management via CCs
Ref. CCD01005P01TEUS
Issue 03
166
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:
For pilot Blocked: Open the direction when pilot is in Open Mode
This parameter can be managed with Mgr CCd/Application/Pilot/Pilot_name/Pilot Rule Direction/Direction open (Blo)
Alcatel-Lucent OmniTouch Contact Center Standard Edition Call Flow management via CCs
Ref. CCD01005P01TEUS
Issue 03
167
1) Select the pilot in the list (This management can be done with Mgr CCd/Application/Pilote/Pilote_name)
2) Select the active Rule or create a new one (This management can be done with Mgr
CdD/Application/Pilote/Pilote_name/Current Pilot Rule Number)
3) Open the direction for the forwarding mode (This management can be done with Mgr )
Applications /CCd/Pilot/Pilot Rule Direction/Direction Open (genfwd)
Direction Open (genfwd): In general forwarding distribution mode:
- True for this rule, the pilot - queue direction is open.
- False for this rule, the pilot - queue direction is closed
Alcatel-Lucent OmniTouch Contact Center Standard Edition Call Flow management via CCs
Ref. CCD01005P01TEUS
Issue 03
168
Specify the voice guide number, the number of broadcast or the duration
Manage the 6 parking levels (according to the pilot status); for each of them,
specify:
The additional tab is composed of three management tables of waiting levels associated with state of the pilot: "Normal
Table", "Blocked Table" and "General Forward Table" .
Each table possesses the following elements
- A presentation Guide defined by its number, the number of time it is played, and length in time
- Six levels of waiting, themselves composed of the following fields.
* If a EWT Table is specified, the processing applied at this waiting level depends on the calculated expected waiting time
and on the EWT table. If no table is specified, the processing applied to this does not depend on the expected waiting
time, the call will be connected according to an address (IVR, automatic operator) or on a waiting guide according to the
parameters managed in this level.
* Address or call in line will be connected. This address may be either:
Empty: no interactive queue for this level.
A number of a PG IVR in queue (CCIvr)
A number of an Integrated Automated Attendant
If the address is empty or not available, the next parameter (guide) will be used instead.
* Guide defined in the following manner:
- Number of the Guide. If the number of the guide is not present or not in service, the next waiting level will be taken
instead.
Number of diffusions; if not filled, the Guide duration is used.
Guide duration: interactive listening time.
Authorization to cut: a call connected to a guide will be distributed as soon as a resource becomes available.
Non-authorized to Cut: a call connected to a guide will not be distributed before the end of the listening time.
At level 6, only the guide number can be customized
Alcatel-Lucent OmniTouch Contact Center Standard Edition Call Flow management via CCs
Ref. CCD01005P01TEUS
Issue 03
169
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)
Alcatel-Lucent OmniTouch Contact Center Standard Edition Call Flow management via CCs
Ref. CCD01005P01TEUS
Issue 03
170
Alcatel-Lucent OmniTouch Contact Center Standard Edition Call Flow management via CCs
Ref. CCD01005P01TEUS
Issue 03
171
10
Alcatel-Lucent OmniTouch Contact Center Standard Edition Call Flow management via CCs
Ref. CCD01005P01TEUS
Issue 03
172
(calendar
11
Alcatel-Lucent OmniTouch Contact Center Standard Edition Call Flow management via CCs
Ref. CCD01005P01TEUS
Issue 03
173
account:
20 rules can be defined for the whole system; but only one rule is active at a
time
Distribution rules are activated automatically, by using the CCs calendar
Alcatel-Lucent OmniTouch Contact Center Standard Edition Call Flow management via CCs
Ref. CCD01005P01TEUS
Issue 03
174
12
Up to 30
distribution
directions can be
defined
13
Alcatel-Lucent OmniTouch Contact Center Standard Edition Call Flow management via CCs
Ref. CCD01005P01TEUS
Issue 03
175
Select a queue
1) Select a queue in the list if you want to manage the resource selection mode This management can be done with mgr
Applications /CCd/Distribution Rule/Resource selection configuration
2) Open the distribution direction (Tick the direction)
This management can be done with mgr
Resource selection management
Applications /CCd/Distribution Rule/Resource selection configuration/Rules_nb/Queue Directory Number/Open Direction.
For each existing distribution rule, the following table appears for each of the 30 possible distribution directions . The
distribution directions are shown in their order of declaration in the queue
3) Save and activate the current rules
Applications /CCd/Distribution Rule/Active Rule
Alcatel-Lucent OmniTouch Contact Center Standard Edition Call Flow management via CCs
Ref. CCD01005P01TEUS
Issue 03
176
14
15
1) Select a processing group if you want to mange the call selection mode..
Applications /CCd/Distribution Rule/Call selection configuration
2) Open the distribution direction (Tick the direction)
This management can be done with mgr.
Applications /CCd/Distribution Rule/Call selection configuration/PG Directory Number/Direction Open
For each existing distribution rule, the following table appears for each of the 30 possible distribution directions (0 to 9)
3) Save and active the current rules
Applications /CCd/Distribution Rule/Active Rule
Alcatel-Lucent OmniTouch Contact Center Standard Edition Call Flow management via CCs
Ref. CCD01005P01TEUS
Issue 03
177
1
2
3
4
1) Add the time slice in the calendar (20 transitions maximum per day)
2) Copy the time slice from one day to another one
3) Manage special days if required (same principle than for the routing rule)
4)Save the calendar modification
Note:
Its possible to activate manually the distribution rule by using mgr tool
Applications /CCd/Distribution Rule
Alcatel-Lucent OmniTouch Contact Center Standard Edition Call Flow management via CCs
Ref. CCD01005P01TEUS
Issue 03
178
16
HANDS-ON EXERCISES
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.
The agent 3X500 will be assigned to the PG 3X800
The agent 3X501 will be assigned to the PG 3X803
The supervisor will be able to log-on in both processing groups.
Issue 03
Ref. CCD01005H01TEUS.doc
HO. 1
179
2.
the calls will be routed first to the queue 3X700 which is associated to the agent
processing group 3X800 (agent 3X500 is log-on)
in case of unavailability (congestion) of the first direction, the calls will be routed to
the queue 3X703 which is linked to the PG 3X803 (agent 3X501 is log-on)
if the two first directions are not available (congestion), the mutual aid queue (3X701)
will be used. This queue is linked to the forward PG 3X801 (forward to the Z set 3X010)
In blocked state: this pilot blockage status depends only of the status of the first direction
(waiting queue 3X700); if this direction is blocked, the pilot is blocked: what is the
management for that feature?
When the pilot is blocked:
-
the calls will be routed first to the queue 3X703 which is associated to the agent
processing group 3X801 (agent 3X501 is log-on)
in case of unavailability (congestion) of the first direction, the calls will be routed to
the dissuasion queue 3X702 which is linked to the voice guide PG 3X802 (voice guide
number 1)
every day, from 00:00 to 08:00, from 12:00 to 13:30 and after 18:00, this pilot will be
in general forwarding status; in that case, the callers will hear 2 times the voice guide
number 689 (our office is closed, please call back during opening hours, from 08:00 to
12:00 and from 13:30 to 18:00)
HO. 2
Ref. CCD01005H01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
180
Issue 03
3.
the calls will be routed first to the queue 3X703 which is associated to the agent
processing group 3X803 (agent 3X501 is log-on)
in case of unavailability (congestion) of the first direction, the calls will be routed to
the queue 3X700 which is linked to the PG 3X800 (agent 3X500 is log-on)
if the two first directions are not available (congestion), the dissuasion queue (3X702)
will be used. This queue is linked to the voice guide PG 3X802 (VG number 1)
In blocked state: this pilot blockage status depends of the status of the two first directions
(waiting queues 3X700 and 3X703); if these 2 directions are blocked, the pilot is blocked:
What is the management for that feature?
When the pilot is blocked:
-
every day, from 00:00 to 07:00, from 12:00 to 13:00 and after 19:00, this pilot will be
in general forwarding status; in that case:
the calls will be routed to the mutual aid queue (3X701). This queue is linked to the
forward PG 3X801 (forward to the Z set 3X010)
Issue 03
Ref. CCD01005H01TEUS.doc
HO. 3
181
HO. 4
Ref. CCD01005H01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
182
Issue 03
OBJECTIVE
-
To learn how to modify the call routing & the call distribution
MANAGEMENT
1.
The customer would like to modify the call routing and the call distribution.
He would like to add a new waiting queue (normal type) and a new agent processing group.
So, by using mgr or the OmniVista 4760, create a new normal waiting queue: 3X703
and a new agent processing group 3X803.
Go to: Applications / CCD / Queue / create
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 1
183
The agent 3X500 will be assigned to the PG 3X800 ; so by using the CCs:
-
HOS. 2
Go to configurations / agent
Ref. CCD01005S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
184
Issue 03
The agent 3X501 will be assigned to the PG 3X803; so by using the CCs:
-
Go to configurations / agent
The supervisor will be able to log-on in both processing groups; so by using the CCs:
-
Issue 03
Go to configurations / agent
Ref. CCD01005S01TEUS.doc
HOS. 3
185
2.
the calls will be routed first to the queue 3X700 which is associated to the agent
processing group 3X800 (agent 3X500 is log-on)
in case of unavailability (congestion) of the first direction, the calls will be routed to
the queue 3X703 which is linked to the PG 3X803 (agent 3X501 is log-on)
if the two first directions are not available (congestion), the mutual aid queue (3X701)
will be used. This queue is linked to the forward PG 3X801 (forward to the Z set 3X010)
HOS. 4
the pilot 3X600 and the queue 3X703; so go to: Configurations / pilot
Ref. CCD01005S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
186
Issue 03
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 5
187
Using the CCs, go to Call Flow mngt / call routing (normal mode tab)
In blocked state: this pilot blockage status depends only of the status of the first direction
(waiting queue 3X700); if this direction is blocked, the pilot is blocked: what is the
management for that feature?
It means that there is only 1 MAIN DIRECTION: the direction to the queue 3X700
When the pilot is blocked:
HOS. 6
the calls will be routed first to the queue 3X703 which is associated to the agent
processing group 3X801 (agent 3X501 is log-on)
in case of unavailability (congestion) of the first direction, the calls will be routed to
the dissuasion queue 3X702 which is linked to the voice guide PG 3X802 (voice guide
number 1)
the pilot 3X600 and the dissuasion queue 3X702; so go to: Configurations / pilot
Ref. CCD01005S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
188
Issue 03
Dont forget to specify that the pilot blockage state uses a routing rule
Using the CCs, go to Call Flow mngt / call routing (normal mode tab)
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 7
189
every day, from 00:00 to 08:00, from 12:00 to 13:30 and after 18:00, this pilot will be
in general forwarding status; in that case, the callers will hear 2 times the voice guide
number 689 (our office is closed, please call back during opening hours, from 08:00 to
12:00 and from 13:30 to 18:00
specify that the pilot 3X600 general forwarding state doesnt use any routing rule, but
uses a voice guide 689 (broadcast 2 times)
The voice guide 689 must be created in the OmniPCX Enterprise database
Go to: Configurations / pilot
HOS. 8
Ref. CCD01005S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
190
Issue 03
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 dont forget to open the direction between the queue 3X703 and the PG 3X803
Go to: Configurations / Call distribution
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 9
191
3.
the calls will be routed first to the queue 3X703 which is associated to the agent
processing group 3X803 (agent 3X501 is log-on)
in case of unavailability (congestion) of the first direction, the calls will be routed to
the queue 3X700 which is linked to the PG 3X800 (agent 3X500 is log-on)
if the two first directions are not available (congestion), the dissuasion queue (3X702)
will be used. This queue is linked to the voice guide PG 3X802 (VG number 1)
Add the queue 3X703 in the possible queues, for the pilot 3X601
In the CCs, go to: Configurations / pilot
HOS. 10
Ref. CCD01005S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
192
Issue 03
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)
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 11
193
To test your management, log-off the agents 3X500, 3X501 (and also the supervisor 3X502
if he is log-on), check that the pilot is blocked; and when someone calls this pilot, the
caller will be routed to the set 3X011
In general forwarding state:
-
every day, from 00:00 to 07:00, from 12:00 to 13:00 and after 19:00, this pilot will be
in general forwarding status; in that case:
the calls will be routed to the mutual aid queue (3X701). This queue is linked to the
forward PG 3X801 (forward to the Z set 3X010)
Add the mutual aid queue (3X701) in the possible queues for the pilot 3X601, and specify
that the general forwarding state uses a rule
HOS. 12
Ref. CCD01005S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
194
Issue 03
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 13
195
Check that the distribution rule is well managed for the call distribution required by this
pilot
In the CCs, go to: Call Flow mgt / call distribution
HOS. 14
Ref. CCD01005S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
196
Issue 03
If you use the same distribution rule the whole week, you can manage only 1 time slice in
the calendar: it will be enough
Issue 03
Ref. CCD01005S01TEUS.doc
HOS. 15
197
HOS. 16
Ref. CCD01005S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
198
Issue 03
NOTES
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200
Voice Guides
OBJECTIVES
To describe the static and dynamic voice guides
To describe the voice guides required in a CCd environment
To describe the boards used to broadcast voice guides
To describe the different voice guide formats
To describe the Vgtransfer tool
201
Voice Guides
Overview
Voice guide overview
A voice guide comprises one or more voice messages.
The purpose of the voice messages is to assist users with phone operation
Generic: compatible with generic numbering plans and offered in at least 6 different
languages for all countries.
Standard: adapted to a country with special requirements and/or a numbering plan differing
from the generic numbering plan.
Custom: to an area or company
Dynamic: modifiable, recorded by users and/or managers via a Reflexes set or the
AAS application
202
Voice Guides
Overview
The Alcatel-Lucent OmniPCX Enterprise uses specific couplers for voice guides:
In case of crystal hardware
GPA2(1)
GD or GA(1)
203
Voice Guides
Overview
Voice guides
According to applications present in the installation
204
Voice Guides
Hardware
Memory space and maximum number of simultaneous access
Simultaneous
accesses
RAM CARD on
PCMCIA slot
Flash CARD on
PCMCIA slot
Embedded
RAM (1)
Embedded
Flash Eprom (2)
GPA2
60
15 mn
4 x 12 mn
GD / GA
16
8 mn
4 x 8 mn
(1): GPA2, GD and GA boards support 1 RAM memory space available for 1 voice guide file.
21
205
Voice Guides
VG Recording
Alcatel-Lucent Audio Station
Builds generic or standard voice guides
Creates specific (custom) voice guides
Accepts analog and/or digital sources
Prom
Audio Tape
Flash-Card
Floppy disk
Microphone
Audio CD / CD-ROM
Analog Sources
Digital Sources
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
Alcatel-Lucent Audio Station (next)
Recording Alcatel-Lucent Audio Station guides
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
To create file including some messages using AAS
8 khz
- sample size
16 bits
- channels
1 (mono)
208
Voice Guides
VG Recording
Registering guides on the GPA2 and GA / GD boards
Call Server
System
Guides
4035+ IAK
/DHS3ext/vg/dhs
guide 1
guide 1
guide 2
guide 3
guide 4
guide 4
etc...
^
^
^
Downloading
selected guides
Ram Memory
(GPA2 / Gx)
Hard Disk
Alcatel-Lucent Audio-station
(^)
22
21
209
Voice Guides
CCd Voice Guides
Voice guides in CCd environment
Couplers
Presentation guide,
Parking guides 1, 2, 3, 4, 5, 6
Dissuasion guide
General Forwarding guide
Blockage guide
Hold on music
GPA2
GD
GA
OmniPCX Enterprise
210
10
Voice Guides
CCd Voice Guides
Voice guides in the CCdistribution application
These guides are managed in the called pilot
Greeting
voice guide
N682
Voice guide
N683
level 1
Voice guide
N684
Voice guide
N685
Voice guide
N686
Voice guide
N687
Voice guide
N688
Mandatory
level 2
level 3
level 4
level 5
level 6
Hold on guide
Before parking timer Inter tone guide
Inter tone guide
11
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
12
Voice Guides
VG Transfer Tool
Select the destination folder
13
213
Voice Guides
VG Transfer Tool
214
14
Voice Guides
VG Transfer Tool
Click on the icon VG Transfer tool on the desktop
15
215
Voice Guides
VG Transfer Tool
Connection to e-CS and guide type selection
Select e-CS and connect
216
16
Voice Guides
VG Transfer Tool
Transferring the voice guides
/DHS3ext/vgadpcm/flash/custo
m
17
Generic or standard voice guides: after the transfer, the voice guides are stored under: /DHS3ext/vgadpcm/flash/std in case of
common hardware and under: /DHS3ext/vg/flash/std in case of crystal hardware.
Custom voice guides: after the transfer, the voice guides are stored under: /DHS3ext/vgadpcm/flash/custom in case of common
hardware and under: /DHS3ext/vg/flash/custom in case of crystal hardware.
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
GPA2 board
Z20VG board
CPU6 board
218
18
Voice Guides
VG Downloading
Loading static voice messages, by using VgTransfer tool
Selecting generic messages
Generic files (one per language) are transferred to the Call Server hard drive:
19
219
Voice Guides
Static VG Management
In case of generic, standard or custom voice guide loading
Create
Shelf Address:
Board Address:
0
VG Item:
Voice Guide Language Index:
3
4 (1..4)
7 (1..8, MOH)
Vgadpcm.EN0
Flash of the Gx
Slot 1
Slot 2
Slot 3
Formation.msk
Slot 4
Review/Modify
Flash VG number:
Language choice:
Flash file:
7 (1..8)
French, English, Specific flash VG file
formation.msk
Board Address
position of GD or GA board
VG Item
220
20
Voice Guides
Static VG Management
In case of generic, standard or custom voice guide loading
/Shelf/Board (for GPA2, CPU6/2, Z20VG boards)
Create
Shelf Address:
Board Address:
Interface type:
9
GPA2 (e.g)
1..8, Music
1..8, Music
1..8, Music
1..8, Music
on
on
on
on
hold
hold
hold
hold
Review/Modify
Flash VG number:
Language choice:
Flash file:
7 (1..8)
French, English, Specific flash VG file
training.msk
Note: the flash file parameter appears only for specific flash VG file
21
221
Voice Guides
Dynamic VG Management
Dynamic voice messages
Dynamic voice messages are recorded (or modified) by the user:
Via the AAS application (A dynamic message (if there is one) replaces a static
message with the same index number)
Whatever the board used, all dynamic messages are stored in the directory
/DHS3ext/vg/dhs
222
22
Voice Guides
Dynamic VG Management
Declaring the couplers
Shelf/Board/create
DSP configuration: VG +
For recording and managing voice guides directly from a 4035 phone
1) Manage the prefix for accessing the menu
Translator/Prefix Plan/Creation
23
223
Voice Guides
Dynamic VG Management
Management
Create the voice guide in the database
System/Voice guide
Function:
Voice guide start:
750 (e.g)
Assigning messages
Each message that should be in a voice guide must be assigned to one or
more couplers
750 (e.g)
0 -10
24
For adjusting recording gain from the 4035 UA phone, five levels are possible:
Level
-5
-2,5
2,5
224
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).
Issue 03
Ref. CCD01006C01TEUS.doc
P. 1
225
1.
mtcl
Path
Shelf/Board/Creation
Parameters
Shelf Address: 0 to 99
Board Address: 0 to 27 (depends on shelf type)
Interface Type: GPA2
mtcl
Path
Parameters
Shelf Address: 0 to 99
Board Address: 0 to 27 (depends on shelf type)
Interface Type: GPA2
Configuration: VG+4 Detections+Tone
2.
or
VG+4 VAD+Tone
or
or
VG+Conf.+3 Detections+Tone
or
VG+Conference+3 VAD+Tone
or
or
or
or
or
VG+2 Conferences+Detection+VAD
P. 2
Ref. CCD01006C01TEUS.doc
All Rights Reserved 2006 Alcatel-Lucent
226
Issue 03
3.
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:
0 (0..31)
english
Issue 03
Ref. CCD01006C01TEUS.doc
P. 3
227
6.
Note:
The next pages show screens coming from a 4035T or 4037 type extension.
Although the IP Touch extensions screens are lightly different, the procedure
applies perfectly to them as well.
6.3. Specify the voice guide number and apply: e.g. 866
On set
Action
Recording of VG message nbr
Apply
: 866
Cancel
P. 4
: 506.9 sec
Ref. CCD01006C01TEUS.doc
All Rights Reserved 2006 Alcatel-Lucent
228
Cancel
Issue 03
: 866
Cancel
: 866
0:07
Cancel
Stop
Rstart
: 866
0:07
Apply
Cancel
6.8. Name the file stored on hard disk corresponding to your guide (e.g.: greeting)
On set
Action
Enter the file name: greeting
Apply
Issue 03
Delete
Rubout
Ref. CCD01006C01TEUS.doc
Back
P. 5
229
Apply
Delete
Rubout
Back
P. 6
Ref. CCD01006C01TEUS.doc
All Rights Reserved 2006 Alcatel-Lucent
230
Issue 03
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to record dynamic voice guides and to assign the dynamic voice guides to the
CCd matrix
MANAGEMENT
1.
2.
Check that the prefix used to record the dynamic voice guide is present in the prefix plan
(Create it if its not). Allow the users to use it
3.
By using the procedure (dynamic voice guide recording), record for each pilot :
3.1. A greeting voice guide (welcome to the . Department)
3.2. A parking level 1 voice guide (All agents are busy, please stay on the line)
3.3. A parking level 2 voice guide (we are going to answer you as soon as possible,
please stay on the line)
3.4. A parking level 6 voice guide (a music on hold will be broadcast)
4.
Number
Greeting guide
Parking guide 1
Parking guide 2
Parking guide 6
3X600
700 / 1 time
701 / 1 time
702 / 1 time
703
3X601
710 / 1 time
711 / 1 time
712 / 1 time
713
By using the procedure (dynamic voice guide recording), record a voice guide for the VG
PG 3X802.
Voice guide N 705 (All agents are busy, please call again later)
Issue 03
Ref. CCD01006H01TEUS.doc
HO. 1
231
5.
Check the voice guides content by using the tone test prefix
6.
Check the presence and the selection of the files on the e-CS hard disk
HO. 2
Ref. CCD01006H01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
232
Issue 03
OBJECTIVE
-
To learn how to record dynamic voice guides and to assign the dynamic voice guides to the
CCd matrix
MANAGEMENT
1.
In case of crystal hardware, create a GPA or a GPA2 board, and its DSPs
By using mgr, go to: Shelf / board / create
Then, declare the DSP, so go to: Shelf / board / GPA DSP Program / create
In case of GPA:
and:
Issue 03
Ref. CCD01006S01TEUS.doc
HOS. 1
233
In case of GPA2:
and:
In case of common hardware, the GD board is going to be used.
In that case, theres nothing to manage.
2.
Check that the prefix used to record the dynamic voice guide is present in the prefix plan
(Create it if its not).
By using mgr, go to: Translator / prefix plan / review/modify
HOS. 2
Ref. CCD01006S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
234
Issue 03
3.
By using the procedure (dynamic voice guide recording), record for each pilot:
3.1. A greeting voice guide (welcome to the . Department)
3.2. A parking level 1 voice guide (All agents are busy, please stay on the line)
3.3. A parking level 2 voice guide (we are going to answer you as soon as possible, stay
on the line)
3.4. A parking level 6 voice guide (a music on hold will be broadcast)
Number
Greeting guide
Parking guide 1
3X600
700 / 1 time
701 / 1 time
702 / 1 time
703
3X601
710 / 1 time
711 / 1 time
712 / 1 time
713
By using mgr, assign the following messages number (700, 701, 702, 703, 710, 711,
712 and 713) to the GPA/GPA2 or the GD
Go to: System / Dynamic voice guides / assignment / create
By using mgr, create the voice guides:700, 701, 702, 703, 710, 711, 712 and 713
and assign the messages recorded previously to these voice guides
By using mgr, go to: System / voice guide / create
Issue 03
Ref. CCD01006S01TEUS.doc
HOS. 3
235
When all these voice guides are recorded properly, assign them to the CCd matrix by
using the CCs
Go to: Call flow mgt / Call routing (Additional tab)
Select the pilot and assign the voice guides number
HOS. 4
Ref. CCD01006S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
236
Issue 03
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, its possible to listen to them by dialing the tone
test prefix + the voice guide Number (4 digits)
Create the tone test prefix; go to: translator / prefix plan / create
Note:
Issue 03
Ref. CCD01006S01TEUS.doc
HOS. 5
237
6.
Check the presence and the selection of the files on the e-CS hard disk
Go to the directory usr7/vg/dhs (cd /usr7/vg/dhs) and use the ll command
HOS. 6
Ref. CCD01006S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
238
Issue 03
NOTES
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239
NOTES
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240
OBJECTIVE
To describe the features Agent and supervisor
241
Supervisor set which can supervise several processing groups and can itself be part
of a processing group as an agent
Agents sets
Extension types
Agent: Analog, 4004, 4035, 4037, 4038, 4039 and 4068
Supervisor: 4035, 4038, 4039 and 4068
242
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
Lets have a look to the most important features available by the agent or
supervisor sets
243
dialing a prefix).
244
His agent directory number (except if this agent has an associated set)
245
Log-on
Log-on
Mobile agent
(or supervisor)
CCdistribution
extension
Fixed agent
(or supervisor)
246
CCdistribution
extension
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
Logon
No
Fixed ?
Yes
Agent number
Self-assignable ?
No
Yes
CCsupervision
Preferred
PG ?
PG number
Yes
Pre assigned
Withdrawn
Assigned
All Rights Reserved 2008, Alcatel-Lucent
248
Supervisor Name
Entry
06/05/05
Qinfo
10:45
Logoff
249
call distribution
3501 Available Agent
Withd
WrapUp
Superv
06/05/05
Qinfo
10:45
Logoff
250
10
7
WC
8
Smoke
9
4
The agent who has temporarily withdrawn can still be called on his own
11
251
without being available neither for processing calls distributed by the CCd
system to his processing group, nor for other calls, whether personal, local or
external
All types of sets (analog or dedicated) allow an agent to switch to wrap-up
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
12
Superv
06/05/05
Qinfo
10:45
Logoff
An agent in wrap-up phase can carry out all the operations he wishes.
13
253
a same set in a processing group during which the agent is switched to idle
state
The agent switches automatically to the pause status at the end of the wrap-
up timer
The pause timer can be managed or disabled at pilot level
Unlike wrap-up time, an agent in pause status can be reached for personal,
local or external calls. When one of these calls is released, the agent
switches to idle position
Note: the pause timer is completely reset following a manual wrap-up in
pause state
254
14
ringing
Wrap-up in idle
(manual)
(pilot/caller/waiting time)
(group timer)
conversation
free
code
Wrap-up (automatic)
(pilot timer (possible cut-off))
Wrap-up in
pause
(manual)
Pause
(group timer)
(pilot timer)
15
255
analog sets or by selecting the "Superv" dynamic key for sets with displays
Superv
06/05/05
Qinfo
256
10:45
Logoff
16
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
17
257
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
18
assigned. For the supervisor controlling several processing groups, the system
requests indication of the number of the processing group to view after
selection of the "Qinfo" dynamic key
WAI = 0
FREE=1
MAX = 00:00
BUSY=1
AVE = 00:00
WTHD=0
CANCEL
This function is used to provide immediate information for the agents and
19
259
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
20
Discrete listening
Intrusion
Restricted intrusion
Permanent monitoring
To carry out a system monitoring request, the supervisor selects the "Listen-
21
261
Can be carried out on CCd calls only or on all calls (CCd and private calls)
The agent can be informed that his call is being discretely monitored
Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.
Perma.
Perma.
262
Cancel
22
Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.
Perma.
Perma.
Cancel
23
263
with the agent during the CCd call without indicating his presence to the
external caller
The external caller continues to dialog with the agent without hearing the
supervisor. No repetitive beep is emitted during the call. On the other hand,
a specific display is provided on the agent's set
Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.
Perma.
Perma.
264
Cancel
24
Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.
Perma.
Perma.
Cancel
25
265
0298143322
Enquir
Pilot Name
Help
in conversation
Qinfo
266
Superv
26
The icon associated with the supervisor set " ACD Listening " programmable key
flashes
After acknowledging the help request, the supervisor can perform discrete
Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.
Perma.
Perma.
Cancel
27
267
Transaction code from 1 to 15 digits. Its only entered on the CCd call record
The agent can modify, erase or cancel the entry using the dynamic keys
Cancel
268
28
0298143322
Enquir
Pilot Name
in conversation
Help
Record
Qinfo
0:05
Superv>
Superv>
29
269
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
30
31
271
pilot
It can be activated either automatically from the switch-over of the pilot
272
32
this PG
Closing PG
33
273
set this call on hold, in order to carry out a non telephone activity and then
to resume call with the external party when this activity is terminated
On manual hold activation, the external correspondent will be connected to
an on hold guide
This function is activated/de-activated by dialing a prefix or by using a
dynamic key
0298143322
<DTMF
Pilot Name
Hold
in conversation
274
0:05
34
set an exhaustive list of PGs or Pilots that can handle the operating mode
involved (by using the "List" key)
35
275
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
3800
Prev
PG1
Next
Apply
276
01/05
Back
36
agent number, a processing group number or a pilot number for the following
procedures:
37
277
278
38
PROCEDURE
OBJECTIVE
-
PROCEDURE
1.
Expert tool
Path
Action
Review/modify
Directory Number:
Tab
True / False
True / False
Unavailable on no answer
True / False
Note:
Issue 03
Ref. CCD01007C01TEUS.doc
P. 1
279
2.
Wrap-up Management
2.1. Automatic wrap-up
Application
Expert tool
Path
Action
Review/Modify
Tab
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'.
Expert tool
Path
Action
Review/Modify
Directory Number
Tab
True / False
Note: : "Wrap Up duration in Idle state": This is the duration allocated to the agent when
making the request manually in idle state. This item is defined for the agents of
the group. Enter a value between 1 and 3276 seconds, this value is optional ( 0
means wrap-up in idle mode forbidden).
"Wrap Up duration in pause": This is the duration allocated to the agent when
making the request manually in pause state. This item is defined for the agents of
the group. Enter a value between 1 and 3276 seconds, this value is optional( 0
means wrap-up In pause mode forbidden)
Pause after manual wrap-up in pause:
True: the agent is authorized to return to pause state after entering manual wrapup state if this agent was already in pause state when the request was made.
False: the agent is put in idle state after entering manual wrap-up state if this
agent was already in pause state when the request was made.
P. 2
Ref. CCD01007C01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
280
Issue 03
3.
Pause Management
Application
Expert tool
Path
Action
Review/Modify
Tab
Note:
4.
Expert tool
Path
Action
Review/Modify
Directory Number:
Display waiting timer:
Note:
Tab
<enter a PG number>
enter a duration (by step of 100 mS)
5.
Expert tool
Tab
Path
Action
Review/Modify
Directory Number:
<enter a PG number>
Headset mandatory:
True / False
Note:
Headset mandatory
True: forces the headset set function for agents in the processing group.
Issue 03
Ref. CCD01007C01TEUS.doc
P. 3
281
Application
Expert tool
Path
Action
Review/modify
Directory Number:
Key N:
1..24
Function:
Headset
Note:
6.
Tab
This programmable key allows the agent to enable or disable the headset
Expert tool
Tab
Path
Action
Review/Modify
Directory Number:
<enter a PG number>
Queue Supervision:
True / False
Note:
Queue Supervision :
True:the agent or supervisor can view the state of the queues via the led on the
set (4035T, 4037, 4038, 4039 and 4068).
P. 4
Ref. CCD01007C01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
282
Issue 03
7.
Intrusion
Restricted intrusion
Permanent monitoring
Application
Expert tool
Path
Action
Review/modify
Directory Number:
Tab
Key N:
1..24
Function:
ACD Listening
Expert tool
Tab
Path
Action
Review/Modify
Directory Number:
<enter a PG number>
True / False
True / False
Issue 03
Ref. CCD01007C01TEUS.doc
P. 5
283
8.
Expert tool
Path
Action
Review/Modify
Tab
From 0 to 15 digits
True / False
Business code
Note:
The transaction code is used to identify the call type. This code is then available
for use by the supervisor for statistical purposes.
Transaction Code dialing Timer
Period during which an agent can enter the transaction code (or file number) after
a communication coming from the pilot. The unit is 100 ms. The minimum
authorized value is 10.
Number of Transaction Code dialing Digits
Number of digits to be entered by the agent for the transaction (or business) code.
Possible values:
0: no code to enter
to 15: number of digits to enter for a transaction code ("Business Code " attribute
= "no")
to 3: number of digits to enter for a Business code ("Business Code " attribute =
"yes").
Business Code
False: the code to enter is "transaction" type
True: the code to enter is "business" type
P. 6
Ref. CCD01007C01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
284
Issue 03
9.
Expert tool
Tab
Path
Action
Review/modify
Directory Name:
4635 / 4645
Expert tool
Path
Action
Review/Modify
Voice mail:
Note:
Tab
Voice mail:
Directory number of the set (local or remote) whose voice mailbox is used for
recording the conversations of calls on this pilot. (This set must be a voice mail
holder)
Expert tool
Path
Action
Create
Number:
Tab
Prefix meaning:
Local features
Local features:
Conversation recording
Issue 03
Ref. CCD01007C01TEUS.doc
P. 7
285
Expert tool
Path
Action
Review/modify
Tab
PCX services
Conversation recording
Note:
10.
The Record dynamic key will appear on the agent / supervisor set display
Application
Expert tool
Path
Action
Review/modify
Directory Number:
Tab
Key N:
1..24
Function:
Directory Number:
P. 8
Ref. CCD01007C01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
286
Issue 03
11.
Application
Expert tool
Path
Action
Review/modify
Directory Number:
Tab
Key N:
1..24
Function:
closing PG
Directory Number:
12.
Application
Expert tool
Path
Action
Create
Number:
Tab
Prefix meaning:
External features
External features:
Manual hold
Expert tool
Path
Action
Review/modify
Tab
External services
Manual hold
Note:
Issue 03
The hold dynamic key will appear on the agent / supervisor set display
Ref. CCD01007C01TEUS.doc
P. 9
287
13.
Prefix creation
Application
Expert tool
Path
Action
Create
Number:
Tab
Prefix meaning:
External features
External features:
Park call/retrieve
13.2.
Application
Expert tool
Path
Action
Review/modify
Tab
External services
Park call/retrieve
Note:
14.
The park dynamic key will appear on the agent / supervisor set display
Application
Expert tool
Path
Action
Review/modify
Directory Number:
Tab
Key N:
1..24
Function:
Multi-line
Directory Number:
P. 10
Ref. CCD01007C01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
288
Issue 03
Expert tool
Path
Action
Review/modify
Directory Number:
Tab
Key N:
1..24
Function:
ACD line
Expert tool
Path
Action
Review/modify
Directory Number:
Outgoing call on ACD key:
Note:
Tab
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
Expert tool
Path
/Users
Action
Create
Directory Number:
Shelf address:
Board address:
Equipment address:
Set type:
Issue 03
Tab
Ref. CCD01007C01TEUS.doc
P. 11
289
Application
Expert tool
Path
Action
Review/modify
Directory Number:
Key N:
Function:
Directory number:
Order:
Note:
Tab
before creating the Primary MLA key on the virtual UA set, this one must be
configured as a multi-line set
14.4.2. Secondary MLA keys (on agent set) management
Application
Expert tool
Path
Action
Review/modify
Directory Number:
Key N:
Function:
Directory number:
Order:
Ringing mode:
Deferred ring:
P. 12
Tab
Ref. CCD01007C01TEUS.doc
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HANDS-ON EXERCISES
OBJECTIVE
-
MANAGEMENT
1.
Issue 03
Ref. CCD01007H01TEUS.doc
HO. 1
291
Note:
HO. 2
Withdrawal
12+1
Wrap up
12+2
Supervisor
12+3
Log off
12+5
Log on
12+6
Ref. CCD01007H01TEUS.doc
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OBJECTIVE
-
MANAGEMENT
1.
The withdrawal will be activated on no answer and will be possible for all agents
This management has to be done via mgr tool (impossible via the CCs)
Go to: Applications / CCd / Processing groups / Review/modify
Issue 03
Ref. CCD01007S01TEUS.doc
HOS. 1
293
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 3X800, when pressing the wrap-up key, the agents, in idle state will be in
wrap-up during 15 sec; in pause mode, the timer will be equal to 10 sec
HOS. 2
Ref. CCD01007S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
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Issue 03
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:
-
Issue 03
Ref. CCD01007S01TEUS.doc
HOS. 3
295
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)
-
This management has to be done via mgr tool (impossible via the CCs)
Go to: Users / Prog. Keys / Review/modify
HOS. 4
Help request will be available also on external communication other than CCd
Ref. CCD01007S01TEUS.doc
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Issue 03
This management has to be done via mgr tool (impossible via the CCs)
Go to: Applications / CCd / Processing group / Review/modify
Transaction code
For the pilot 3X600, the agent will have 10 sec to enter a 3 digits code at the end of
the call
This management has to be done via mgr tool (impossible via the CCs)
Go to: Applications / CCd / Pilot / Review/modify
-
Issue 03
Ref. CCD01007S01TEUS.doc
HOS. 5
297
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 ?
-
How many CCd calls coming from the CCd matrix (from the pilot) is this agent able to
receive at the same time ?
-
HOS. 6
Only 1 call
Ref. CCD01007S01TEUS.doc
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Issue 03
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:
-
- An outgoing call on the ACD line key will be possible: what is the right management ?
This management has to be done via mgr tool (impossible via the CCs)
Issue 03
Ref. CCD01007S01TEUS.doc
HOS. 7
299
HOS. 8
Create a secondary MLA key on the agent set 3X500 and on the agent set 3X501
Ref. CCD01007S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
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Issue 03
This management has to be done via mgr tool (impossible via the CCs)
Go to: Users / Prog. Keys / Review/modify
Note:
You can use the ACD prefix to have the CCdistribution characteristics on analog or
4003 sets as follow:
Note:
The prefix 12 have to be dialed on the analog and the 4003 phone sets these type
of set hasn't display to activate dynamic keys.
Issue 03
PREFIX
Withdraw
12+1
Wrap up
12+2
Supervisor
12+3
Log off
12+5
Log on
12+6
Ref. CCD01007S01TEUS.doc
HOS. 9
301
HOS. 10
Ref. CCD01007S01TEUS.doc
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NOTES
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NOTES
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304
OBJECTIVES
To know the navigator and the customization possibilities
To know the real time refresh period on the monitoring Sampling Period principle
To know the details of the real time Windows for the:
trunks group
service level and the efficiency
pilots
waiting queues
processing groups agent
agents
agent teams
alarms and incidents
To know how to configure the alerts thresholds
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Traffic indicator
(number of waiting calls, ringing duration, inactivity time , ...)
The real time statistics, update at the end of each call, provides:
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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
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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Display the
To move
objects by
objects
(with shift key) number or by
Name
Navigator
customization
Alarm
zoom
Zoom on
Zoom
real time
on the
Info
statistics
Graph pilots
Explorer
zoom
Zoom on
Mode:
on MSP
Filter by site (in
remote
-Visualization
case of multiobjects
-Selection
site CCs)
Select
View
super/
hyper
objects
Zoom
super/
hyper
objects
Deselect
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Waiting queues
Calls Distribution
Call routing
PG (agents, IVR, Re-routing, forward, IVR, VG)
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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retrieves the desk configuration stored previously on the present logon site
"Automatic save
when this option is validated, the desk configuration will be automatically saved
when the supervisor logs out
"Automatic Load
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Selection
Remote
Pilot
Local
Pilot
Remote
PG
Virtual
waiting queue
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10
The left part displays the explorer. It consists of a tree view displaying the list of
the objects that can be seen in the navigator. This enables the dynamic
configuration of the navigator (display/hide elements)
11
Explorer button: Allow to have an objects list sorted out per objects and sites.
That tree map list allows to act dynamically on the view (hide certain objects, in displaying others, and also to open the
configurations Windows or Real-Time of objects, etc...).
Actions with the mouse in the Explorer:
- Double left click on a "node" of the treelike: Allow to extend or contract one part of the treelike. An icon "+" indicates that this
tree part can be extended.
- Left Click on the icon of an object ( leaf" of the tree) : allow to switch over between the Displayed/Masked states of the
object. The icon is a magnifying glass if the object is visible in the navigator, and a red cross if the object is masked.
- Right click on the icon of an object : Same functionality than the left click but extended to the all objects linked by the
distribution treelike.
- Right click on the name or number of an object : Allow to open the configuration window of the clicked object (Pilot, WQ, PG).
- Left click on the name or number of an object: Allow to open the Real-Time window of the clicked object (Pilot, WQ, PG).
- Right click on the window backward of the Explorer : Display a contextual menu proposing to mask/display the whole objects
family.
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12
8 selections (8 tabs) allow to display the pilots objects, WQs and PGs.
Name (16 characters maximum).
Hidden Objects: all the objects of the given type on which the supervisor has display rights, and that will be not displayed in the
Navigator in display mode.
Displayed Objects: Objects which will be displayed in the navigator in display mode.
Cancel: Allow to cancel all the changes from the window opening, or from the last recording.
Record: Allow the changes consideration in the Navigator
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13
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navigator
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14
15
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Real Time
Trunk group
16
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Real time
Pilots SL
Pacman changes of
color according to
17
Display for each pilot from the level service, efficiency and the standard time of waiting time for the served calls.
SL (Service level):Service level in relation to:
% of calls stemming from the pilot and having obtained a response in a response time inferior to..sec.
PACMAN Colors:
- Green(service level equal or upper to the fixed alert threshold for that pilot),
- Yellow (service level inferior to the fixed alert threshold for that pilot in being at the same time upper or equal to 0,8 times
that threshold),
- Red (service level inferior to 0,8 times the fixed alert threshold for that pilot).
Efficiency:
Number of calls served( by an agent )/Number of calls received (include pilot calls received on a pilot when he was open,
blocked and in General forward state)
- Green: The efficiency rate is upper or equal to the fixed alert threshold for that pilot (see Pilot Configuration Window heading
"Efficiency").No call has been received during the Monitoring sampling period.
- Yellow: the efficiency rate is inferior to the fixed alert threshold for that pilot (see Pilot Configuration Window
heading Efficiency"), in being at the same time upper or equal to 0,8 times that threshold .
- Red: the efficiency rate is inferior to 0,8 times the fixed alert threshold for that pilot (see Pilot Configuration Window
heading Efficiency ")
AAS: Average Waiting Time of served calls. It includes the waiting time in the WQ and the total time of ringing on the group
except the listening time of the presentation guide.
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Real time
Pilot
18
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19
It gathers statistics calculated on the MSP and refreshed on a period equal to 10 times the refreshment period defined in the
system configuration.
Received calls Nb: Received calls Nb by the pilot, whatever its status. A same communication can be counted several times on
different pilots if that one is the subject of a transfer by an agent.
with FWD/Blocked: Received calls Nb by the pilot when that one is in blocked or general forwarding.
Number of calls served: Received calls Nb by the pilot and having been treated by an ACD agent.
Number of abandons: Received calls Nb by the pilot having given up before changeover in conversation with an ACD agent.
Number of dissuasions: Received calls Nb by the pilot having been directed to a WQ of dissuasion type.
Number of mutual-aid: Received calls Nb by the pilot having been directed to a WQ of mutual aid type.
Longest time before conversation:the greater waiting time reached by a call received by the pilot and having been served by an
agent .
Overflow in queue:calls Nb, having been directed on an address from the PABX because of a waiting time overflow.(WQ).
Overflow on ringing:Calls number received by a pilot, having been directed on an address of the PABX because of a ringing time
overflow in an Agent PG.
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Real Time 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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20
21
Assistance to the navigation: Allow to display the pilot in directing the mouse on the compass.
(see "Validate assistance to navigate" in the window "Customize...": tab Assistance")
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Real Time
Queue and Waiting Room
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22
23
Real Time Frame:the information contained in that window are refreshed by the real time period. (3 standard seconds)
Number of calls queued: Calls number present in the waiting queue. Visible only if the WQ is of normal type.
# of agents for this queue: Agents number present in the PG serving that WQ.
Expected waiting time: Duration calculated by the system according to the standard waiting time suffered by the calls in the
WQ. (Compare with the consumption in real time of a car). It is associated to the most recently entered call in the WQ.
That heading is visible only if the WQ is normal type.
Current queue time: waiting time of the oldest call in the queue (call at the head of the queue).
The value displays on yellow background when the waiting time is upper to that specified in the WQ management (see Waiting
Queue Configuration Window heading Alert threshold for the waiting time").
That heading is visible only if the WQ is normal.
Filling index: That is the report: expected waiting time/maximum waiting time for the waiting queue. That report is expressed
in percentage, 100% being the duration of the maximum waiting time.
Alert: Inform the alerts number user sent by the system concerning that WQ.
Assistance to the navigation: Allow to display in directing the mouse on the compass.
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Real time
Processing group
Agents PG
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24
10 parameters max
25
Real Time Statistics Frame. Indicate the total number of calls in waiting in the susceptible WQs to be served by that PG.
Refreshed every three seconds (non changeable duration) and show the changes from the 10 last minutes.
Statistics
- waiting times evolution (10 min.): Total Calls Number in waiting time in the WQs from the last 10 minutes.
- Customized statistics from the PG: Allow to display 10 customized counters on the PG. The list is generated following the
distribution on the way on the displayed PG dynamically.
Agents Frame in service
Current: Agents number assigned in the PG except those in withdrawal.
FTE (MSP XX min.):The Full Time Equivalent is the standard number of assigned agents and not in withdrawal in the PG
calculated on the MSP duration, it is refreshed according to the refreshment period defined in system configuration.
Distribution key per pilot.
Click on that key validates the display of a sharing analyze window according to the different pilots.
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Resource Breakdown: Display the status of the agents logged in the PG.
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26
Real Time
Agents
27
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PG Name in
which the
agent is
assigned.
Service state
of the agent
Duration
from which
the agent is
in the
previous
state
Phone state of
the agent
Multiline calls
icon
All Rights Reserved 2006, Alcatel-Lucent
29
Current state
Agent service status:the possible values are:
"Log Off"
"Log On (without PG Ag.)"
assigned current PG "
"Log On in withdrawal"
Pilot: pilot name which is stemming from the ACD call on treatment way. If the call is not an ACD call, nothing is displayed.
Alert
Inform the user of the number of alerts sent by the system concerning the agent.That number included between 1 and 100 is
inscribed in a yellow color pad. If no alert concerns that agent, the pad is green
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Real time
Processing groups / Teams
Size of
the icon
Alerts
zoom
PG real
time
Call type
zoom
Agents
Logged Off
Phone status
Service status
All Rights Reserved 2006, Alcatel-Lucent
31
Tools strip
Icons size: Agents graph overview thanks to high size, standard size and small size icons.
Icon: The phone states or the service status of agents present in a team are symbolized in graph mode by special icons.
The background colors are similar to the configuring colors of pie charts (see to window Customize...": tab " Pie Charts " to
change them).
This icon
(multiline) will not be displayed if the agent has only one call.
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Real time
Incidents
Alcatel OmniPCX
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32
Real time
Alarms
33
That window can be put in icon. If it is closed, it re-appears as soon as a new alarm matters.
Alarms: that list contains the high level alarms.
The number of memorized events (100 maxi.) is indicated in a circle of red color.
Alerts: the alerts concern only the defined threshold overtaking for the trunk groups, the pilots, the WQ, the PG and the agents.
The number of memorized events (100 maxi.) is indicated in a circle of yellow color.
Indications: Messages sent at the conclusion of a creation,a modification or a cancellation of an object from the CCd.
The number of memorized events (100 maxi.) is indicated in a circle of blue color.
Key: Window display (configuration or real time) relative to the selected event in the inferior strip.
That key is available only if an event is displayed in the inferior strip and if it exists a link to a window for that event.
We can register the 100 of alarms, alerts and indications present in the lists of the window in clicking on the icon Record
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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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34
Alerts
overview
Alarms configuration
CCsupervision
OmniPCX Enterprise
Sounds
(window/customize/sounds)
Alarms window
(Real time / Alarms)
Flashing CCd object in the navigator
(Navigator customization: Advanced Options tab)
35
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Alerts
Alarms thresholds
Trunk group
% busy rate of trunks
Pilot
Service level
Maximum conversation time
Minimum conversation time
Wrap up time
Efficiency
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36
Alerts
Alerts thresholds
Waiting queue
Maximum waiting time
Processing group
Ringing duration
Number of no answers / MSP
Withdrawal duration
Private conversation duration
37
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38
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to display real time information concerning: Pilots, Queues, Processing groups,
Agents and to configure alerts thresholds
MANAGEMENT
1.
2.
Move the objects (pilots., queue) on the navigator and save your desktop
3.
Navigator customization
3.1. Customize 3 tabs:
1st tab: the whole matrix will be displayed. This tab will be called whole
2nd tab: Only the objects linked to the pilot1(3X600) will be displayed. It will be
called pilot1
3rd tab: Only the objects linked to the pilot2(3X601) will be displayed. It will be
called pilot2
3.2. Display some real time information on the graphical area on the CCs
3.2.1.
3.2.2.
3.2.3.
3.3. Modify the background of the CCs: use a BMP file available on your computer
Issue 03
Ref. CCD01014H01TEUS.doc
HO. 1
343
4.
5.
90 %
Pilots 3X601
Service level
Max conversation
480s
Min conversation
5s
Wrap up time
60s
Efficiency
90%
60s
Ringing duration
5s
Number of no answers
Withdrawal duration
10min
120s
HO. 2
Ref. CCD01014H01TEUS.doc
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Issue 03
OBJECTIVE
-
To learn how to display real time information concerning: Pilots, Queues, Processing groups,
Agents and to configure alerts thresholds
MANAGEMENT
1.
Issue 03
Ref. CCD01014S01TEUS.doc
HOS. 1
345
2.
Move the objects (pilots., queue) on the navigator and save your desktop
Validate the following button on the CCs, use the Shift Key, select and move the objects
that you want to move.
When the move is finished, in order to keep your management, you can save your desktop
(automatically or manually) by using: window / save the desktop
3.
Navigator customization
3.1. Customize 3 tabs.:
1st tab: the whole matrix will be displayed. This tab will be called whole
2nd tab: Only the objects linked to the pilot1(3X600) will be displayed. It will be
called pilot1
3rd tab: Only the objects linked to the pilot2(3X601) will be displayed. It will be
called pilot2
In order to customize the navigator, you can use the explorer button on the CCs
and then select the objects which will be hidden or which will be visible
, and
Or, it also possible to customize the navigator by using the following button from the
CCs
Then select the objects that you want to display on each tab and assign a name
HOS. 2
Ref. CCD01014S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
346
Issue 03
Issue 03
Ref. CCD01014S01TEUS.doc
HOS. 3
347
HOS. 4
Ref. CCD01014S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
348
Issue 03
3.2. Display some real time information on the graphical area on the CCs
3.2.1.
3.2.2.
3.2.3.
Issue 03
Ref. CCD01014S01TEUS.doc
HOS. 5
349
3.3. Modify the background of the CCs: use a BMP file available on your computer
Use the customization button, select the Advanced options menu and select
background
Look for a BMP file in your PC
HOS. 6
Ref. CCD01014S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
350
Issue 03
4.
Issue 03
Ref. CCD01014S01TEUS.doc
HOS. 7
351
HOS. 8
Ref. CCD01014S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
352
Issue 03
ACD conv.
Wrap up
Issue 03
Ref. CCD01014S01TEUS.doc
HOS. 9
353
HOS. 10
Ref. CCD01014S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
354
Issue 03
From the CCs, activate the Log on/ Log off of the agent
For these operation, use the following button
and then
Issue 03
Ref. CCD01014S01TEUS.doc
HOS. 11
355
5.
90 %
Pilots 3X601
Service level
Max conversation
480s
Min conversation
5s
Wrap up time
60s
Efficiency
90%
60s
Ringing duration
5s
Number of no answers
Withdrawal duration
10min
120s
HOS. 12
Ref. CCD01014S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
356
Issue 03
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Ref. CCD01014S01TEUS.doc
HOS. 13
357
5.2. Activate the sounds when an indication, and alerts or an alarm is generated
From the CCs, go to: Window / customize / Sounds and enable sounds
HOS. 14
Ref. CCD01014S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
358
Issue 03
5.3. Validate the flashing of an object on the navigator as soon as an alert threshold
concerning this object is reached
Issue 03
Ref. CCD01014S01TEUS.doc
HOS. 15
359
HOS. 16
Ref. CCD01014S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
360
Issue 03
NOTES
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OBJECTIVES
To know the possibilities of the statistics
To describe the principle of the statistics
To program the automatic editions Excel and to find the result files
363
The resources concerned from a statistics point of view are the CCD objects observed in real
time and during the statistics processing period:
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
/usr4/afe
Daily temporary
files
procedure
at OHOO
Consolidated files
obj<date>.sta
tr<date>.sta
ind<date>.sta
te<date>.sta
tc<date>.sta
dy<date>.sta
hr<date>.sta
ev<date>.sta
OmniPCX
Hard drive
batch-hour
at 1HOO
Temporary files purged
or off-limits
365
obj<date>.sta
tr<date>.sta
ind<date>.sta
te<date>.sta
tc<date>.sta
366
Files name
Granularity
hr<date>.sta
1/4 H... 1H
5 weeks
dydate>.sta
ev<date>.sta
1 day
1 year
367
All parameters available in statistic reports are explained in the HELP file, located
in:
C:/ Program Files / Alcatel-Lucent / A4400 Call center supervisor / language / Excel /
Doc ( Stat_lang.pdf)
OmniPCX Enterprise
EXCEL Spreadsheet:
predefined data
All Rights Reserved 2006, Alcatel-Lucent
368
Production
Productionof
of
comm.
comm.tickets
tickets
monitoring
RAM
RAM
write process
after 15 min.
Storage
under
files
OmniPCX Enterprise
Hard-disk
Type
long
long
long
long
long
short
short
short
short
short
short
short
short
short
short
short
short
short
short
Field
ticket_ref
parent_ticket_ref
child_ticket_ref
beginning_date
end_date
trunk_group
pilot_number
reception_group
processing_group
dest_agent
answering_agent
previous_waiting _time
waiting_time
ivr_waiting_time
ringing_time1
ringing_time2
talking_time
call_on_hold_time
enquiry_desti
Meaning
Unique communication record identifier
Pointer on the parent communication record (if exists in case of chained calls)
Pointer on the child communication record (if exists in case of chained calls)
Date of the comm. record creation event ( I/C call, transfer, etc...)
Date of the comm. record closing event. (end of pause, transfer, ...)
trunk used (ACD call or private)
Pilot called (ACD call only)
Queue used
Processing group used
1st agent selected to handle the call by the distribution
Agent that served the call
call waiting before IVR connection on the parent comm.record
Real waiting time in queue
connection to the ivr port (ivr in queue) / value -1 :conn. refused
Total ringing time of agent(s)
Ringing time on the agent that served the call
Conversation time
on hold time
3 first second call destination (i=1, 2 or 3)
20,22,24
short
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
short
short
char[15]
char
long
short
short
short
short
short
char
char
long
char[8]
byte
byte
short
enquiry_timei
transfer_dest
transaction_time
transaction_code
intro_guide_time
comm_release_date
wrap_up_time
wrap_up_activ_number
pause_time
help
voice_guide_type
pilot_state
rec_by_mutual_aid
IVR_ticket_ref
initial_number_called
Creat_cause
End_cause
Record_time
369
Pilot
Agent
Processing group
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
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
371
choices are possible: 1/4 hour", "1/2 hour" and "1 hour". In the case of
output on several days, the granularity is equal to one day
Activation modes of Excel manual statistics
Print: Printing is carried out on the default printer defined in Windows
Save: Saving of the statistics in an Excel file. This file is located by default
in the last directory used, but the target can be modified by the user via the
dialogue box
Excel Display: Reports displayed on screen using TEMP.xls Excel file
372
10
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
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
11
373
statistics.
This edition can be done every day, every week or every month.
After the statistic edition, the system creates a backup folder under
12
If you configure an automatic edition of statistics for 15 agents, you will get 15 excel files!!
The principle is the same for the other CCdistribution objects.
Therefore if a global view of the activity is needed with a detail per object in the same file, a list of pilots or agents has to be
created
But if we want to get in the same file, the statistics of several objects in one object, a superobject has to be created.
Possibility to create some super-objects that will add the values of several same objects on a template.
To do this you must select the super-object that youll find in the available object list when you make a statistic request through
the CCs, this object will be create in config ->super-object.
Super-objects available: Pilot, PG agent and PG others.
Maximum of 10 objects for a super-object.
Option in the CCs
- Do not display the lines without values: only for the beginning and the end.
- No edition made if there isnt any values: a message will indicate that there is no values for the edition period.
374
Daily
monthly
weekly
13
375
Daily edition
5
4
376
14
Weekly edition
15
Same window and same procedure than for the daily edition, the only difference is that you need to select an output day.
377
Monthly edition
Same management than for the daily edition, output day more to manage.
378
16
file
17
First you add a list, you give a name to the list, and you press the ENTER key.
The pilot list is available only after this operation.
379
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.
380
18
When a request has been made you find the result in:
\daily
\weekly
\monthly
19
381
382
20
21
383
384
22
PROCEDURE
OBJECTIVE
-
Issue 03
Ref. CCD01009C01TEUS.doc
P. 1
385
PROCEDURE
1.
Application
CCsupervision
Path
Statistics \ Excel
Action
Selection
Available pilots
Activation mode
Print
Save
Excel display
Keep excel links
Run Macro
(ACDMacro)
Available templates
General
Type of edit
Daily
Over several days of
the month
Output granularity
hour
hour
1 hour
start date for edit
end date for edit
edition by pg
top 5 edition
list of 5 pg agent/ivr
delete a pg agent/ivr
P. 2
Tab
Ref. CCD01009C01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
386
Issue 03
CCsupervision
Path
Action
Selection
Daily edition
Output time
Available pilots
Run Macro
(ACDMacro)
Tab
Print
Save
Available
templates
General
Type of edit
Daily
Over several
days of the
month
Output
granularity
hour
hour
1 hour
top 5 edition
5 best Pg for the pilot. The selection will be made automatically by the system
you select the Pg that you want to display
enable to delete a Pg from the list if you choose a list of 5 Pg agent/ivr
list of 5 pg
agent/ivr
delete a pg
agent/ivr
Issue 03
Ref. CCD01009C01TEUS.doc
P. 3
387
Application
CCsupervision
Path
Action
Selection
Weekly edition
Output day
Output time
Available pilots
Run Macro
(ACDMacro)
Tab
Print
Save
Available
templates
General
Type of edit
Daily
Over several
days of the
month
P. 4
Ref. CCD01009C01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
388
Issue 03
Application
CCsupervision
Path
Action
Selection
Monthly edition
Output day
Output time
Available pilots
Tab
Print
Save
Available templates
General
Type of edit
Daily
Over several days of the
month
Output granularity
hour
hour
1 hour
5 best Pg for the pilot. The selection will be made automatically by the
system
top 5 edition
list of 5 pg agent/ivr
delete a pg agent/ivr
Issue 03
Ref. CCD01009C01TEUS.doc
P. 5
389
P. 6
Ref. CCD01009C01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
390
Issue 03
HANDS-ON EXERCISES
OBJECTIVE
-
To learn how to save and visualize the statistics with Excel (manual edition) and program the
statistics
MANAGEMENT
1.
Pilot (3X600)
Agent (3X500)
3.
Modify the Maximum number of objects that can appear in an Excel form (up to 25)
4.
Create a list of objects with pilot 3X600, 3X601 and edit the daily statistics with the
Summary graph template.
Where will be stored this report?
Issue 03
Ref. CCD01009H01TEUS.doc
HO. 1
391
HO. 2
Ref. CCD01009H01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
392
Issue 03
OBJECTIVE
-
To learn how to save and visualize the statistics with Excel (manual edition) and program the
statistics
MANAGEMENT
1.
Pilot (3X600)
Agent (3X500)
Issue 03
Ref. CCD01009S01TEUS.doc
HOS. 1
393
2.
3.
HOS. 2
Modify the Maximum number of objects that can appear in an Excel form (up to 25)
Ref. CCD01009S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
394
Issue 03
4.
Create a list of objects with pilot 3X600, 3X601 and edit the daily statistics with the
Summary_graph template
From CCs, go to: Configurations / Precompiled statistics / Daily edition
Select the lists of pilots button
Then create a list of pilots (e.g: list called list1), and add the pilots 3X600 and 3X601
Select then the list1 object and choose the summary_graph template
Issue 03
Ref. CCD01009S01TEUS.doc
HOS. 3
395
The report will be stored in: C:\ Program Files \ Alcatel \ A4400CCs \ Excel \ Daily \ Pilots \
date \ list1.xls
HOS. 4
Ref. CCD01009S01TEUS.doc
All Rights Reserved 2006, Alcatel-Lucent
396
Issue 03
NOTES
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