8AL_22030_4822_UUZZA_01

ALCATEL-LUCENT Copyright 2014 Alcatel-Lucent. All rights reserved. Page 1 / 58

J. Wagner

August 2014

Alcatel-Lucent Enterprise Communication

Solutions

OpenTouch Customer Service 8.2 step 2.1

OmniPCX Enterprise deployment scenarii


-Copyright Alcatel-Lucent 2000-2014. All rights reserved

Passing on and copying of this document, use and communication of its contents not permitted

without written authorization from Alcatel-Lucent.

Notice:

While reasonable effort is made to ensure that the information in this document is complete and accurate

at the time of printing, we cannot assume responsibility for any errors. Changes and/or corrections to the

information contained in this document may be incorporated into future issues.

Who Should Use this Document?

As an introductory offer, this document can be used by Alcatel-Lucent vendors, clients, partners and

associates involved with the implementation of Alcatel-Lucent OpenTouch Customer Service solution.


Document history

Edition Date Action Author Note

ed01 August 2014 Creation J. Wagner DRAFT : Scenarios expected to be Supported for

OTCS 8.2 step 2.1

RSI scenarios

OXE Agent features

Other Inbound and Outbound scenarios


Table of Content

1 Scope of this document ................................................................................................8

2 OTCS-OXE Inbound voice call scenarios (using OXE-RSI) .......................................................9

2.1 Receive voice call : Arrival on OXE-RSI ..................................................................... 10

2.1.1 Routing Script usage ........................................................................................ 10

2.1.2 Default Routing usage ...................................................................................... 11

2.2 OTCS OXE-RSI integration known Restrictions / Limitations ............................................ 11

2.3 OXE-RSI Media Operations available ........................................................................ 12

2.3.1 Playing a Voice Guide ...................................................................................... 12

2.3.2 Collecting Digits ............................................................................................. 12

2.4 Scenario 1 : Targetting Business Set ........................................................................ 13

2.5 Scenario 2 : Targetting RSI Agent ........................................................................... 13

2.6 Scenario 3 : Targetting OTCS SIP-IVR ....................................................................... 13

2.7 Scenarios extension for OXE networking support ......................................................... 14

2.8 OTCS - RSI Defence and Overflow mechanisms ........................................................... 15

2.8.1 RSI Defence : RSI Overflow Address ..................................................................... 15

2.8.2 RSI Defence : CCD backup use ............................................................................ 16

2.8.3 OTCS Defence with Default Routing : Campaign Distribution Overflow ........................ 17

2.8.4 OTCS Defence with Routing Script : Campaign Distribution Overflow .......................... 17

2.8.5 OTCS Defence : No Open Campaign found for OXE-RSI call ......................................... 18

2.9 Configuration Requirements .................................................................................. 18

2.9.1 OXE-RSI configuration ...................................................................................... 18

2.9.2 RSI or CCD Agent Processing Group configuration ..................................................... 19

2.9.3 CCD Agent Processing Group configuration ............................................................. 19

2.9.4 OXE Agent configuration ................................................................................... 19

2.9.5 CSTA configuration ......................................................................................... 19

2.9.6 OTCS-Agent Campaign configuration .................................................................... 20

2.9.7 CCD Pilot configuration .................................................................................... 20

2.10 Supervised transfer on RSI : Limitations ................................................................... 20

3 Outbound Predictive with distribution to OXE-RSI ............................................................ 22

4 OTCS-OXE Agent Features........................................................................................... 23

4.1 OXE Transaction Code / OTCS Outcomes .................................................................. 24

4.2 OXE Automatic Wrap-Up / OTCS Wrap-Up ................................................................. 24

4.3 OXE Pause ........................................................................................................ 25


4.4 RSI Ringing Overflow (Call Rotation) / OTCS Campaign RONA ......................................... 25

4.5 OXE Manual Wrap-Up .......................................................................................... 26

4.6 OXE Manual Wrap-Up in Pause ............................................................................... 26

4.7 OXE Pause after Manual Wrap-Up in Pause ................................................................ 26

4.8 OXE Eternal Wrap-Up .......................................................................................... 26

4.9 Help request by agent during ACD call ..................................................................... 27

4.10 Help request by agent during private call ................................................................. 27

4.11 Supervisor monitoring features .............................................................................. 28

4.12 Agent presentation guide ..................................................................................... 29

4.13 Withdrawal ...................................................................................................... 29

4.14 Reason code for withdrawal .................................................................................. 29

4.15 Withdrawal after logon ........................................................................................ 29

4.16 Withdrawal on No answer ..................................................................................... 29

4.17 Agent Logon ..................................................................................................... 30

4.18 Agent Logoff ..................................................................................................... 30

4.19 Supervisor Logon ............................................................................................... 30

4.20 Supervisor Logoff ............................................................................................... 31

4.21 Processing Group Entry/Exit (OXE Supervisor) ............................................................ 31

4.22 Direct CCD call .................................................................................................. 31

4.23 Outgoing CCD call .............................................................................................. 31

4.24 CCD Partial withdrawal ........................................................................................ 32

4.25 Outgoing call forbidden ....................................................................................... 32

4.26 Release incoming ACD Call Forbidden ...................................................................... 32

4.27 Call pick-up ...................................................................................................... 32

4.28 OXE Supervisor call / OTCS Supervisor help ............................................................... 32

4.29 CCD Withdrawal of last agent in group unauthorized .................................................... 33

4.30 CCD Logoff of last agent in group unauthorized .......................................................... 33

Appendix : Other Inbound / Outbound scenarios ..................................................................... 34

5 OTCS-OXE Inbound voice call scenarios (OTCS SIP-IVR) ...................................................... 35

5.1 Receive voice call : Arrival on SIP-IVR ...................................................................... 36

5.2 Scenario 1 : Targeting Business set (Queuing done by OTCS SIP-IVR) ................................. 37

5.3 Scenario 2 : Targeting a Logged In CCD/RSI Agent (Queuing done by OTCS SIP-IVR) .............. 38

5.4 Scenario 3 : Targeting a CCD Pilot (Queuing done by CCD) ............................................. 38

5.4.1 Scenario extension for voice call blending support ................................................... 38

5.5 Scenario 4 : Targeting a RSI (Queuing done by RSI) ...................................................... 39



5.6.1 Scenario 1 : Targeting Network Business set (Queuing done by OTCS SIP-IVR) .................. 40

5.6.2 Scenario 2 : Targeting a Network Logged In CCD Agent (Queuing done by OTCS SIP-IVR) ..... 41

5.6.3 Scenario 3 : Targeting a Network CCD Pilot (Queuing done by CCD) .............................. 41

5.6.4 Scenario 4 : Targeting a Network RSI (Queuing done by RSI) ....................................... 41



5.7.2 Rerouting Processing Group configuration (for SIP-IVR).............................................. 41




5.7.6 SIP configuration ............................................................................................ 42

5.7.7 CSTA configuration ......................................................................................... 42

6 OTCS-OXE Inbound voice call scenarios (OTCS TDM-IVR) .................................................... 43

6.1 Receive voice call : Arrival on TDM-IVR .................................................................... 44

6.2 Scenario 1 : Targeting Business set (Queuing done by OTCS IVR) ..................................... 45

6.3 Scenario 2 : Targeting a Logged In OXE Agent (Queuing done by OTCS IVR) ........................ 45

6.4 Scenario 3 : Targeting a CCD Pilot (Queuing done by CCD) ............................................. 46




6.6.2 CCD IVR Processing Group configuration ................................................................ 47




7 OTCS-OXE Outbound voice call scenarios ....................................................................... 48

7.1 Preview / Power dial (from Agent) ......................................................................... 48

7.2 Predictive using OTCS Call Classifier ....................................................................... 49

7.2.1 Safe harbor message ....................................................................................... 50

7.2.2 Scenario 1a / 1b : Targeting an OXE Agent............................................................. 50

7.2.3 Scenario 2 : Targeting a Business set .................................................................... 50

7.3 Outbound IVR (Power dial from OTCS SIP-IVR) ............................................................ 51

7.3.1 Scenario 1 : Targeting a CCD Pilot ....................................................................... 52




7.3.4 Scenario 4 : Targeting a RSI ............................................................................... 53

7.4 Outbound IVR (Power dial from OTCS TDM-IVR) .......................................................... 53

7.4.1 Scenario 1 : Targeting a CCD Pilot ....................................................................... 54



7.5 Set calling number per campaign ........................................................................... 54






7.6.5 SIP configuration ............................................................................................ 55

8 OTCS-OXE Enhancements ........................................................................................... 56

8.1 Supervised transfer on Pilot .................................................................................. 56

8.2 Use of Statistic Pilot : Configuration Requirements...................................................... 56

8.3 Call Alternate support (from Phone set and uAgent) .................................................... 57

8.4 OXE agent phone set display availability on OTCS uAgent ............................................. 57

8.5 Cancel Conference support (from Phone set) ............................................................. 57


1 Scope of this document This document describes different Inbound and Outbound voice calls distribution scenarios for the ALUE OpenTouch Customer Service (OTCS) product step 2.1 (aka OTCS 8.2 step 2.1) running on top of OXEs. Multimedia inbound/outbound interactions (email, chat, social media etc) routing is not described in this document. Monitoring and Reporting aspects are also not covered. The new features introduced in this release are described either in dedicated chapters or by updating descriptions of former release :

Enhancements of OXE-RSI (Routing Services Intelligence) use by OTCS to perform Inbound voice calls routing :

o Interworking between OTCS SIP-IVR and OXE RSI Distribution from RSI to SIP-IVR (using divert phone) Transfer from SIP-IVR to RSI

o OXE networking support Ability to distribute calls to Agents located in another OXE node than OXE-RSI

OXE Agent/Supervisor features support from uAgent o Ability for OXE Agent to request supervisors help from uAgent o Ability for OXE Supervisor to use OXE monitoring features from uAgent (including

treatment of agents help request)

Additional OXE agent and/or phone features made available from uAgent : o Alternate call (from phone set and from uAgent) o Cancel Conference (from phone set only) o Ability to provide OXE phone set display (on incoming call) at uAgent level

Some configuration rules are listed for OXE, OXE-RSI, OTCC-SE and OTCS parts. OXE Agent features supported are described in a dedicated chapter In addition all other Inbound/Outbound voice calls scenarios introduced in previous OTCS releases and still supported in this release OTCS 8.2 step 2.1 are described and updated in the Appendix part of this document.

Note : This document edition describes the scenarios expected to be supported (some of them are

currently not certified)


2 OTCS-OXE Inbound voice call scenarios (using OXE-RSI) Even though only inbound voice call scenarios are described in this chapter, the OTCS-OXE architecture

and configuration used aim to also provide multi-media blending capabilities to agents.

Handling and distributing inbound voice call require different sequenced phases :

Receiving inbound calls. Qualifying calls Selecting a set of agents for a call. Queuing calls when agents are not available. Distributing a call to 1 available agent.

Depending on the scenario, a phase is handled either by OTCS or by OXE.

Here under an illustration of the different phases (some are optional):

Receive voice call

phase

Call Qualification

phase

Agent selection

phase

Queuing call

phase

Distribution call to agent

phase

PSTN

1.

uAgent

2. 3. 4. 5.

OXE Phones

Conversation phase

6.

1. Incoming voice call phase when RSI receives a voice call from a caller (Internal, remote or PSTN

caller). OTCS is notified of the incoming call via CTI.

2. Optional qualification phase to identify the caller and to get callers information thanks to Voice prompts, DTMF digit collection, End-customers database lookup.

3. Agent selection phase to elect list of agents matching the caller needs. Skill based routing, Database

driven routing, group routing etc are agent selection rules commonly used.

4. Optional call queuing phase to insert call in queue for waiting available agent of the agent list (voice

prompt playing message, DTMF digit collection, used during this queuing phase). All channels (Voice,

email, Chat, Social media etc) including voice call can be queued in unified queue and so benefit from the prioritization mechanisms between channels.

5. Distribution call phase to route the voice call to the available agent, voice is handled by the OXE

phone and uAgent desktop is notified of this incoming call allowing from uAgent to remote control via

CTI the OXE phone.

6. Conversation call phase where agents can request some telephony features via OXE phone or via

uAgent.


The figure below gives an overview of the OTCS-OXE architecture supported from OTCS 8.2 step 2.1 to

handle inbound voice calls scenarios routed by OXE-RSI.

OXE

OTCS Data link

CTI

RSI

Agent

Business

set

SIP trunk

Scenario 1

Scenario 2

Scenario 3

RSI PG

RSI 1

PSTN

OTCSOTCS CoreAutomated

Agent

(routing

scripts)

Voice Portal

2.1 Receive voice call : Arrival on OXE-RSI

A call arriving on OXE RSI is notified to OTCS through CTI link (thanks to Routing Services) for

corresponding Queud Routing Point. This call can be treated by OTCS by using either a default routing

mechanism or a routing script.

In both cases, OTCS Campaign used is the one associated to the DNIS configured (corresponding to the OXE

called device, i.e. RSI 1 in previous figure).

In this context, voice call queuing is done at OXE level and uses OXE resources (for playing voice guides

and collecting DTMF digits). It doesnt require additional resources (compared to IVR usage, the number of

simultaneous calls that can be handled is not limited) and can benefit from OTCS unified queing

mechanism for multi-media and voice calls.

2.1.1 Routing Script usage

Routing script allows defining media operations needed for call qualification phase and call queuing phase

(Playing a voice guide requesting for callers information and collecting corresponding digits through DTMF

for instance).

To do so, the Campaign used must be of type Automated Routing Agent (which will target available

Routing Agents resources configured at OTCS level) and must be associated to the corresponding

Routing Script (which has been developped for this purpose). This mechanism requires the use of OTCS

Automated Agent component.


Once qualification phase is done, the first Agent selection phase determines the Agent type Campaign

on which call has to be enqueued and will be able to handle the following scenarios while Routing Script

continues :

See chapter 2.4 for Scenario 1 : Targetting Business Set

See chapter 2.5 for Scenario 2 : Targetting RSI Agent

If qualification phase requires use of OTCS SIP-IVR features (like TTS or ASR), Routing script can be used to

divert the call to OTCS SIP-IVR.

See chapter 2.6 for Scenario 3 : Targetting OTCS SIP-IVR

2.1.2 Default Routing usage

This mechanism allows having a quick routing solution based on OXE-RSI without needing to implement use

of OTCS Automated Agent, Routing Agent and Routing script.

The Campaign associated to the DNIS used when call arrives on OXE-RSI must target OTCS agents (Human

Agent type Campaign). The only possible media operation (if no agent is available) is to play the voice

guide configured at Agent Campaign level.

Default Routing can handle following scenarios :

See chapter 2.4 for Scenario 1 : Targetting Business Set

See chapter 2.5 for Scenario 2 : Targetting RSI Agent

2.2 OTCS OXE-RSI integration known Restrictions / Limitations

The table below gives a NON exhaustive list of restrictions and limitations linked to OXE-RSI integration in

OTCS. For details on use of script language (ASL) and specificities linked to OXE-RSI integration, please

refer to corresponding documentation.

Operation Restriction / Limitation

Dequeuing call from script

during Play of OXE Voice

Guide

If dequeue is requested during a Play of OXE Voice Guide, dequeue is

executed only at the end of the voice guide.

asynchronous play option is not taken into account.

OXE Play Music

ASL : play file without

language ID

When a Play of OXE Voice Guide is requested without specifying a language

ID, OTCS requests OXE for a Play Music. This operation is endless.

Do not use this feature as dequeue is never executed if requested during a

Play file without language ID

Using ASL choose method

to collect digits

Not possible.

Use get digits method instead.

Enqueue call to campaign of

Automated Agent type

Not possible.

Using ASL transfer phone,

blind transfer and extend

telephony actions

Not possible in a routing script.

Use divert phone telephony action instead.

Using ASL divert phone

telephony action

To perform call distribution to an extension corresponding to a RSI number, it

is mandatory to specify the Campaign associated to this RSI number.

Using OTCS ACD/Router

Blending

OTCS ACD Router blending must not be configured if CCD and RSI distribution

are used simultaneously for the same agent.


2.3 OXE-RSI Media Operations available

The available media operations related to OXE-RSI facilities are :

Playing a voice guide in a given language

Playing a voice guide in a given language while Collecting DTMF digits

Note : Refer to OTCS technical documentation for details on Script Language usage, examples ( )

Stopping a voice guide or digits collection is not available from scripting language.

2.3.1 Playing a Voice Guide

The parameters available for Playing OXE Voice Guides in RSI context (play command in Routing Script)

are :

OXE Voice guide number. A list of up to 20 voice guides to be played can be given in a single

command (given as parameter of file script command)

Language : OXE Language number to be used to play the voice guide(s). This value is used for ALL

voice guides included in a single Play voice guide request (given in conjunction with OXE voice

guides numbers as parameter of file script command)

Interruptable : The caller can interrupt the playing of the current voice guide by entering any

DTMF tone. The next voice guide (of the same request) is then played immediately. This option is

used by default in OTCS. To avoid this behavior, the parameter [ignore barge in] must be

used. This value is used for ALL voice guides included in a single Play voice guide request.

2.3.2 Collecting Digits

REMINDER : Can be used only in conjunction with a Play voice guide.

The parameters available for Collecting Digits on OXE in RSI context (get digits command in Routing

Script) are :

OXE-RSI Feature Script language Description

Number of digits to collect [input mode size] When this number of digits is collected, they are

sent by OXE to OTCS

Flush digit [input mode trailer] Specify 1 digit (# for instance) to be used by

caller as end of digits entry. Note that this digit

will be included in the list of digits sent by OXE

to OTCS

Maximum timeout [all digits timeout] Overall maximum time to enter all digits. When

this timer expires, the digits already entered are

sent by OXE to OTCS

Additional timers can be used :

OXE-RSI Feature Script language Description

Inter-digits timeout [inter digit timeout] Maximum time between 2 digits

Start timeout [first digit timeout]

Cannot be used in OXE-RSI context

Maximum time to enter the first digit

Note : Even though Start timeout cannot be set explicitly in the Script, the value sent by OTCS to

OXE-RSI for this purpose is the one given for Maximum timeout.


2.4 Scenario 1 : Targetting Business Set

In this scenario, all features linked to this call are handled by OTCS.

Queuing of the call : waiting messages to be played by OXE-RSI through Routing Script

Distribution of the call : OTCS routes call to the business set (thanks to CTI Routing Services).

Ongoing media operations requested by Routing Script (voice guide and digits collection) are

automatically ended.

Redirect on no answer (RONA) and selection of another target if needed (see chapter 2.9 for

configuration requirements)

OTCS Wrap-Up at the end of voice communication

Note that in this context, OXE Forwarding and Do Not Disturb features have no impact on call routing

by OTCS : Business Set used by the agent is rung anyway.

2.5 Scenario 2 : Targetting RSI Agent

Same as scenario 1, but as the target is a RSI Agent and the call has been handled through RSI, agent will

be in ACD communication after answer and will so benefit from all ACD features linked to an RSI call.

RSI configuration parameter needed for agent features need to be set accordingly (see chapter 2.9 for

configuration requirements).

2.6 Scenario 3 : Targetting OTCS SIP-IVR

In this scenario, Routing script needs to explicitly send the call to SIP-IVR using divert phone method

and targetting the number (Network Number or Routing Number) configured on OXE to route calls to

the SIP ABC-F trunk group corresponding to the OTCS SIP Voice Portal entry.

The DNIS to be associated to the Automated Agent Campaign corresponds to this number.

Once call is received on SIP-IVR, all scenarios supported for Inbound voice calls to SIP-IVR can be used.

Refer to chapter 5 OTCS-OXE Inbound voice call scenarios (OTCS SIP-IVR) page 35 for details.


The figure below gives an overview of the possibilities.

OXE

OTCS Data link

Pilot 2

CTI

CCD

Agent

RSI

Agent

SIP trunk

Scenario 2a

Scenario 2b

Scenario 3

Agent PG

RSI 1

PSTN

RSI 2

Scenario 4

Business

set

Scenario 1

RSI PG

OTCSOTCS CoreAutomated

Agent

(routing

scripts)

Voice Portal

2.7 Scenarios extension for OXE networking support

In addition to the 3 previous scenarios (targeting resources located on the same OXE node than RSI), OTCS

is able to distribute calls to agents amongst an OXE homogeneous network as long as :

OTCS instance has a CTI link with each of the OXE to which calls can be routed

All the resources targeted are monitored by this OTCS instance

o Agents

o Business sets

o SIP-IVR

Connection to SIP-IVR (SIP trunk) must be located on same OXE node than RSI


The figure below gives an overview of the OTCS-OXE architecture supported to handle inbound voice calls

scenarios routed by RSI with OXE networking distribution.

OXE 1

OTCS Data link

PSTN

CTI

RSI

Agent

Business

set

RSI 1

Scenario 1a

Scenario 2aRSI PG

OXE 2

OTCS Data link

RSI

Agent

Business

set

Scenario 1b

Scenario 2b

CTI

ABC-F link

RSI PG

SIP trunk

OTCSVoice Portal

OTCS Core

Automated Agent

(routing

scripts)

Scenario 3

Note : scenario targetting a SIP-IVR located on another OXE node is not certified

2.8 OTCS - RSI Defence and Overflow mechanisms

When a call arriving on OXE-RSI cannot be treated as expected, some Defence and Overflow mechanisms

are activated either on OXE-RSI side or on OTCS side depending on the situation.

2.8.1 RSI Defence : RSI Overflow Address

OXE-RSI defence mechanism allows redirecting calls to a number defined as RSI Overflow Address either

immediately or after a timer defined as RSI Overflow Timer has expired.

Immediate overflow to RSI Overflow Address is activated when a call arrives on OXE-RSI but

OTCS is not ready to treat calls for this OXE-RSI because (non exhaustive list) :

o CTI link between OTCS and OXE is down,

o OTCS is down,

RSI Overflow Timer activates overflow to RSI Overflow Address when a call has been

presented on OXE-RSI and (non exhaustive list) :

o OTCS didnt send a request to RSI (for Playing a voice guide, ). This can happen at call

arrival if routing script used doesnt request for an action when call is queued, but also

during call queuing if it doesnt treat errors or end of treatment notification to request for

a new action.


The numbers allowed in RSI Overflow Address are (non exhaustive list) :

CCD Pilot (this is the recommended option : see chapter 2.8.2 for details on CCD Backup use)

OXE Attendant

OXE Phone set : be aware that a single phone set might not be able to treat all overflowing calls

Another OXE-RSI : be aware that in case of CTI link or OTCS failure, this other RSI will also not be

able to treat the overflowing calls.

If no number is specified in RSI Overflow Address, the call will overflow according to Entity number

configured in OXE-RSI parameters.

2.8.2 RSI Defence : CCD backup use

As described in Configuration requirements chapter, when OTCS is not able (for any reason) to handle calls

arriving on RSI, these calls are automatically sent to the RSI Overflow Address configured on OXE.

If CCD is already available on OXE, or RSI Agents are used and it is required that calls are routed to these

OXE agents in case of backup, a CCD Pilot can be used as RSI Overflow Address of RSI.

To ensure that in case of backup, calls are routed to same groups of agents as the ones used by RSI, the

following kind of OTCS-OXE architecture need to be configured :

OXE

OTCS Data link

OTCS

PSTN

Automated Agent

(routing

scripts)

CTI

RSI

Agent

Business

set

RSI 1

Scenario 1

Scenario 2aRSI PG

OTCS Core

Pilot 1

CCD

AgentScenario 2b

Overflow

Agent PG

Pilot 1 is configured as RSI Overflow Address of RSI 1.

In normal operation, agents targetted by Scenario 1 (Business Sets), Scenario 2a (OXE Agents logged in

RSI Processing groups) and Scenario 2b (OXE Agents logged in CCD Agent Processing groups) will handle

calls coming from RSI.


If calls arriving on RSI 1 cannot be handled by OTCS (CTI link down, no answer from OTCS, no Queued

Routing Point declared on OTCS for this RSI ), they overflow to Pilot 1 which distributes these calls to

agents logged in CCD Agent Processing group (same group of agents used in Scenario 2b).

See chapter 5.7.1 page 41 for CCD Pilots configuration requirements.

2.8.3 OTCS Defence with Default Routing : Campaign Distribution Overflow

When default routing is used, OTCS defence mechanism allows redirecting calls either to another

Campaign or to a device using the Distribution Overflow parameter of the Human Agent campaign

used. This can happen either when no Agent is present for that campaign, or when Default routing

timeout expires.

Immediate overflow is activated when a call arrives on OXE-RSI and to be treated by OTCS

Default Routing but :

o There is no Agent ready in the Human Agent Campaign,

o The call has been queued, waiting for an agent to become available, but the last agent

becomes not ready

Default routing timeout activates overflow according to Distribution Overflow settings when a

call to be treated by OTCS Default Routing has been waiting for a too long time.

Note : If RONA is used (RONA timer set) and Default routing timeout expires while an agent is

ringing, overflow action will be done only after RONA timer expiry.

The Distribution Overflow parameter can contain a :

Campaign : only the following campaign types are allowed

o Human Agent campaign

o Automated Routing Agent campaign

Device : a number to which the call can be sent in OXE (non exhaustive list)

o OXE-RSI : in this case, it is mandatory to also specify a Campaign (either Human Agent or

Automated Routing Agent) in the above described Campaign field

o CCD Pilot

o OXE Phone set : be aware that a single phone set might not be able to treat all

overflowing calls

If the Distribution Overflow parameter is not set, OTCS will activate OXE-RSI Overflow mechanism.

2.8.4 OTCS Defence with Routing Script : Campaign Distribution Overflow

When routing script is used, OTCS defence mechanism allows redirecting calls either to another

Campaign or to a device using the Distribution Overflow parameter of the Automated Routing Agent

campaign used.

Immediate overflow is activated when a call arrives on OXE-RSI and is to be treated by OTCS

Routing Script but :

o There is no Routing Agent logged in the Automated Routing Agent Campaign used

For Distribution Overflow parameter possible configuration, please refer to above chapter 2.8.3.

All other overflow cases (timeout ) have to be set and treated in the Routing Script by sending the call

either to another Campaign (enqueue) or to a Device (divert phone).

Please refer to chapter 2.2 page 11 for OTCS OXE-RSI integration known Restrictions / Limitations.


2.8.5 OTCS Defence : No Open Campaign found for OXE-RSI call

When a call arriving on OXE-RSI is notified to OTCS but there is no Campaign open to treat this call (either

in default routing or using routing script), OTCS will activate OXE-RSI Overflow mechanism.

2.9 Configuration Requirements

This chapter describes the values of parameters which have to be set in order to have a consistent

behavior of OTCS 8.2 step 2.1 solution on top of OXE.

Note : detailed agent features support is available in chapter 4 OTCS-OXE Agent Features page 23.

2.9.1 OXE-RSI configuration

The following parameters must be set as described for all RSI used for call distribution by OTCS.

Parameters linked to Agent features :

Feature Parameter Value Comment

Transaction code Number of Transaction Code Dialling Digits 0 OTCS Outcomes are used and cannot be linked to Transaction Code

Automatic Wrap-Up Automatic WrapUp Timer Greater than OTCS Wrap-Up time

Wrap-Up time linked to CC call is managed by OTCS and must include time dedicated to pause

Pause Time Between Two Calls 0 Pause time must be included in OTCS Wrap-Up time

Parameters linked to RSI call distribution features :


Supervised transfer RSI Supervised Transfer No See chapter 2.10 page 20

Local / Network call to RSI

Local Call Authorization No / Yes According to OXE networking needs

RSI Calls overflow in case of OTCS unavailability (defence case)

RSI Overflow timer xxx Maximum time for OTCS to send a request to OXE (CTI link supervision)

RSI Overflow Address XXX This Address is used either when RSI Overflow Timer expires, or if CTI link with OTCS si down.

Typical value is a CCD Pilot number used as backup address (see chapter 2.8.2)

If this field is empty, call overflows according to Entity configured for this RSI

RSI Calls Redirect On No Answer (RONA)

Ringing Overflow timer Greater than OTCS RONA time

RONA of RSI calls is managed by OTCS.

Ringing Overflow Address

XXX This Address is used only if OTCS fails to use RONA and OXE Ringing Overflow timer expires.

If this field is empty, call is presented again on same RSI (and needs to be treated by OTCS)

External Routing Point (Not supported by OTCS)

External Routing Point False Use FORBIDDEN with OTCS

Type of Application using RSI

Application Type Call Center Mandatory (and only possible value) for OTCS


2.9.2 RSI or CCD Agent Processing Group configuration

The following parameters apply to all Agent Processing Groups used in OTCS context


Manual Wrap-Up (not linked to a RSI call)

Manual WrapUp Timer 0 Manual Wrap-Up is not supported by OTCS

Ability to dial in Wrap-Up and still be in wrap-up after the call

Eternal Wrap-Up False Eternal Wrap-Up is not supported by OTCS

Set agent not ready in case of No answer to RSI call (RONA)

Withdrawal On no answer

False / True

RONA is managed by OTCS for RSI calls, and agent is forced to not ready state after no answer by OTCS in this context (whatever the value of the PG parameter)

RSI PG parameter is never used

CCD Agent PG parameter is used for CCD calls (when CCD Pilot used as backup of RSI, or for regular CCD Pilot distribution)

2.9.3 CCD Agent Processing Group configuration

The following additional parameters apply to all CCD Agent Processing Groups used in OTCS context


Allow last agent of the group to go to not ready state

Withdrawal last agent True

Allow last agent of the group to logout Log off last agent True

Allow direct ACD call to agent Pilot direct call empty

Outgoing ACD call Outgoing ACD call False

Partial withdrawal False

2.9.4 OXE Agent configuration

The following parameters apply to all OXE Agents (and OXE Supervisors) used in OTCS context

Note : OXE Agents and Supervisors cannot be multi-line sets.


Password at logon Secret code expected False / True

OXE agent password cannot be entered at uAgent level,but some enhancements are available from OTCS 8.2 step 2.0 (see limitations in chapter 3)

Allow direct ACD call to agent Private agent number empty Direct ACD call not allowed

2.9.5 CSTA configuration

The following parameters must be set as described to allow proper call tracking and data association on

OTCS side :


Do not modify Calling Number received from public network

Set Callback On Calling Device No Parameter located in OXE configuration under :

Applications / CSTA

Do not provide Initial Called Number in CSTA events

Initial called number used False Parameter located in OXE configuration under :

System / Go down hierachy / Other system parameters / Go down hierachy / System parameters


2.9.6 OTCS-Agent Campaign configuration

When no agent is present in the Campaign, the distribution overflow parameter of the Campaign can be

set in order to send incoming calls either to :

Another Campaign

A Number in OXE

If this parameter is not set, OTCS will activate OXE-RSI Overflow mechanism.

2.9.7 CCD Pilot configuration

The following parameters must be set as described for ALL pilots (used for call distribution to agents as

well as to IVR ports).

Parameters linked to Agent features :


Transaction code Number of Transaction Code Dialling Digits 0 OTCS Outcomes are used and cannot be linked to Transaction Code

Automatic Wrap-Up Automatic WrapUp Timer Greater than OTCS Wrap-Up time

Wrap-Up time linked to CC call is managed by OTCS and must include time dedicated to pause

Pause Time Between Two Calls 0 Pause time must be included in OTCS Wrap-Up time

Parameters linked to Pilot call distribution features :


Supervised transfer Pilot Supervised Transfer Yes See chapter 2.10 page 20

Network call to Pilot ABC Local Call Allowed No / Yes According to OXE networking

Safe Harbor message Transfer to Pilot in dissuasion Yes Mandatory for Outbound predictive scenario

2.10 Supervised transfer on RSI : Limitations

From release OTCS 8.2 step 2.0, use of supervised transfer on RSI is possible but, as this feature is not accessible from Script Language perspective (in Routing Script, no way to know that call received on RSI is due to use of supervised transfer feature, i.e. consultation call), some limitations on use will apply. Like for CCD Pilots, it is possible to choose the type of supervised transfer used when making a consultation call to a RSI through CTI whatever the RSI configuration is. This behavior is totally transparent for agents (when using uAgent desktop application). It is also applied for scripts using these requests (for CCD/RSI agents, Business sets and TDM-IVR) :

Extend call request : Supervised transfer is forced to YES, allowing consulting party to reach an available agent (if any) and transfer the call either while destination is alerting or after answer. It is also possible to transfer the call during queuing on RSI (but not recommended as Routing script cannot distinguish direct calls to RSI from supervised transfer situation). With TDM-IVR, this request (extend call) mustnt be used, only blind transfer request should be used.

Blind transfer request : Supervised transfer is forced to NO, and call is immediately transferred to the RSI.


On the other hand, predictive calls initiated by a virtual set which needs to be transferred to a RSI do always force Supervised transfer to NO.

For manual calls, use of Supervised transfer feature when initiating a second call to RSI, is NOT recommended. As stated above, it isnt possible from Routing script perspective to distinguish direct calls to RSI from supervised transfer situation. It is therefore recommended to set the RSI configuration parameter to FALSE on all RSI used for call distribution by OTCS :

Feature Parameter Value

Supervised transfer Pilot Supervised Transfer No


3 Outbound Predictive with distribution to OXE-RSI The figure below gives an overview of the OTCS-OXE architecture supported from OTCS 8.2 step 2.0 to

handle outbound voice call scenarios in Predictive dialing pacing mode where outbound calls are

distributed to OXE-RSI.

OXE

OTCS Data link

OTCS

PSTN

CTI

Virtual

extension

Scenario 1

OTCS Core

Contact

OTCS Unified Dialer

Predictive with distribution to OXE-RSI

RSI

Agent

Business

set

RSI 1RSI PG

In predictive dialing mode, OTCS can anticipate agents availability (according to outbound rules

configured) to launch calls. For this purpose, OXE virtual extensions are used by OTCS through CTI link,

with optional use of VAD (Voice Activity Detection).

Call result classification (no answer, busy ) is done by OTCS.

When a contact answers, call is transferred to the the OXE-RSI and corresponding Campaign outbound

rules are applied to distribute calls to available agents (either RSI Agent or business sets).

This allows to efficiently treating situations where no agent is available and for which some regulatory

restrictions apply (no call retention, play a safe harbor message). This is treated at OTCS level, using

OXE-RSI facilities (voice guide playing ).


4 OTCS-OXE Agent Features This chapter describes the OXE Features availability for OTCS agents used with an OTCS 8.2 step 2.1

solution.

OXE Multi-line sets are NOT supported for all kind of OTCS agents : CCD/RSI Agents, CCD/RSI

Supervisors and Business sets.

For scenarios where inbound or outbound calls are routed by OTCS directly to an Agent or a

Business set (except when done through RSI), some additional configuration rules need to be

implemented to allow a proper call treatment.

Following features should be forbidden :

Call Forwarding (Immediate, Busy, No Answer )

Overflow to associate set

Do Not Disturb

CCD/RSI features

Table below gives an overview of availability of CCD and RSI features (applies to both when not

explicitly stated), and following chapters give explanation about the feature itself and the

limitations / restrictions if any.

Feature Support status Description

Transaction code No See chapter 4.1 page 24

Automatic Wrap-Up Yes, with restrictions See chapter 4.2 page 24

Pause No See chapter 4.3 page 25

CCD Call rotation Yes

CCD Ringing overflow Yes

RSI Ringing overflow (Call Rotation) Yes, with restrictions See chapter 4.4 page 25

Manual Wrap-Up No See chapter 4.5 page 26

Manual Wrap-Up in Pause No See chapter 4.6 page 26

Pause after Manual Wrap-Up in Pause No See chapter 4.7 page 26

Eternal Wrap-Up No See chapter 4.8 page 26

Help request by agent during CCD call Yes, with limitations See chapter 4.9 page 27

Help request by agent during private call Yes, with limitations See chapter 4.10 page 27

Supervisor monitoring feature (permanent monitoring, discrete listening, intrusion)

Yes, with limitations See chapter 4.11 page 28

Agent presentation guide Yes See chapter 4.12 page 29

Withdrawal Yes See chapter 4.13 page 29

Reason code for withdrawal Yes, with limitations See chapter 4.14 page 29

Withdrawal after logon Yes See chapter 4.15 page 29

Withdrawal on No answer Yes See chapter 4.16 page 29


Agent Logon Yes, with restrictions See chapter 4.17 page 30

Agent Logoff Yes, with restrictions See chapter 4.18 page 30

Supervisor Logon Yes, with restrictions See chapter 4.19 page 30

Supervisor Logoff Yes, with restrictions See chapter 4.20 page 31

Processing Group Entry/Exit (OXE Supervisor) Yes, with restrictions See chapter 4.21 page 31

Direct CCD call No See chapter 4.22 page 31

Outgoing CCD call No See chapter 4.23 page 31

CCD Partial withdrawal No See chapter 4.24 page 32

Outgoing call forbidden Yes See chapter 4.25 page 32

Release incoming ACD Call Forbidden Yes See chapter 4.26 page 32

Call pick-up Yes, with limitations See chapter 4.27 page 32

Supervisor call Yes, with limitations See chapter 4.28 page 32

CCD Withdrawal of last agent in group unauthorized

No See chapter 4.29 page 33

CCD Logoff of last agent in group unauthorized No See chapter 4.30 page 33

4.1 OXE Transaction Code / OTCS Outcomes

Feature description

OXE feature : OXE Transaction code

At the end of an ACD communication, Agent can be requested to enter a code (1 to 15 digits) to

identify the reson or the call. This action can be done either form phone set, or though a CTI

application.

OTCS feature : OTCS Outcomes

Activity outcomes store the business results of contact center work. At any time while handling an

ACD call (during the call or during automatic wrap-up), Agent can choose to enter an outcome.

This can be done several times for a same call if needed.

Support status : No (OXE Transaction Code) / Yes (OTCS Outcomes)

Number of Transaction Code Dialling Digits at CCD Pilot or RSI level must be set to 0.

OTCS outcomes can be used.

Support status reason

OXE Transaction codes are not synchronized with OTCS Outcomes.

Furthermore, several OTCS Outcomes can be attached to a single call and can be entered at any time

during the call (which is not the case for OXE Transaction code).

4.2 OXE Automatic Wrap-Up / OTCS Wrap-Up

Feature description

Wrap-up is the time agents have to complete any administrative work after handling an ACD call (OXE

feature : Automatic Wrap-Up) or after handling an interaction (OTCS feature : Wrap-Up).


Support status : Yes, with restrictions

Automatic Wrap-Up timer at CCD Pilot or RSI level must be set to a value Greater than OTCS Wrap-Up

time.

OTCS Wrap-Up time (at campaign level) must include time dedicated to pause (if pause required).


Automatic Wrap-Up (at the end of CC call) is managed by OTCS and linked to the campaign used for this

call.

OTCS cancels any wrap-up state on agent if wrap-up is not configured on OTCS side

OTCS doesnt support pause state.

4.3 OXE Pause

Feature description

Pause state (aka is Time Between Two Calls or legual guard time) is a period of time after an ACD

call treatment during which agent cannot receive new ACD call. This is in some countries a regulatory

feature.

Support status : No

Time Between Two Calls (Pause) time at CCD Pilot or RSI level must be set to 0.


OTCS doesnt have the ability to manage Pause time for agents.

If pause is required (for regulatory reason for instance), the corresponding time has to be included in

OTCS Wrap-Up time (see chapter 4.2 OXE Automatic Wrap-Up / OTCS Wrap-Up page 24).

4.4 RSI Ringing Overflow (Call Rotation) / OTCS Campaign RONA

Feature description

Call Rotation applies when an Agent rung by an ACD distributed call doesnt answer in a time defined at

system level. This agent stops ringing, and system selects another agent to treat this call.

Both OXE-RSI and OTCS have their own Call Rotation feature.

OXE feature : RSI Ringing Overflow

RSI ringing overflow timer and RSI ringing overflow address are available at RSI management level.

When timer expires, call is redirected to the overflow address. If no address is configured, call is

sent back to RSI which will request CTI application for a new destination. Previously ringing OXE

Agent is set in not ready state according to CCD/RSI Processing Group parameter Withdrawal

on No answer.

OTCS feature : OTCS Campaign RONA (Redirect On No Answer)

Redirect On No Answer (RONA) is a timer available at OTCS Campaign level. When timer expires,

OTCS stops call on ringing agent, sets the agent not ready and selects another agent. In RSI

context, the call on ringing agent is redirected to same RSI, agent is forced to Not Ready state

by OTCS (whatever the value of CCD/RSI Processing Group parameter Withdrawal on No answer

for OXE Agents) and OTCS will then route this call to next agent.



Ringing Overflow timer at RSI level must be set to a value Greater than OTCS Campaign RONA timer.

RONA must be defined at OTCS Campaign level.


From OTCS 8.2 step 2.0, Call Rotation of RSI calls is managed by OTCS using RONA feature. To do so,

above configuration requirements need to be applied (see also chapter 2.9).

4.5 OXE Manual Wrap-Up

Feature description

This state is used by agent to carry out non telephone operation. During this period, agent set is not

available to receive any type of call.

Support status : No

Wrap-Up idle time at CCD/RSI Processing group level must be set to 0.


OTCS doesnt have the ability to manage Manual Wrap-Up (meaning wrap-up time not linked to a

campaign) for agents.

OTCS forces agent to leave wrap-up state.

4.6 OXE Manual Wrap-Up in Pause

Feature description

This feature allows an OXE agent to request for Manual Wrap-Up while he is in Pause state after treating

an ACD call (either because Automatic Wrap-Up has ended and agent didnt finish related work, or

because no automatic wrap-up is configured but agent needs to perform related work).

Support status : No

Wrap-up in pause Timer at CCD/RSI Processing group level must be set to 0.


As Pause and Manual Wrap-Up are not supported by OTCS, Manual Wrap-Up in Pause is also not supported.

4.7 OXE Pause after Manual Wrap-Up in Pause

Feature description

This feature allows agent to have Pause time at the end of the Manual Wrap-Up in Pause.

Support status : No

Pause after man wrap-up in pause at CCD/RSI Processing group level must be set to false.


As Pause and Manual Wrap-Up are not supported by OTCS, Manual Wrap-Up in Pause is also not supported.

4.8 OXE Eternal Wrap-Up


Feature description

When eternal wrap-up is allowed on a CCD agent, wrap-up state is maintained after actions during

wrap-up state (private call, ).

Support status : No

Eternal Wrap-Up at CCD Processing group level must be set to false.


OTCS doesnt support eternal wrap-up.

As soon as an action is done on CCD agent during wrap-up state (either on the phone or initiating a call

from uAgent), OTCS cancels wrap-up state on OXE.

4.9 Help request by agent during ACD call

Feature description

During a call distributed by a CCD Pilot or routed by a RSI, an agent can request supervisors help by

hitting a dedicated softkey on his phone set or by using the Supervisor Help button on uAgent.

OXE notifies one available OXE supervisor (amongst the list configured in the agents processing group) to

handle this help request (both on phone set and uAgent).

Note : uAgent capability available from OTCS 8.2 step 2.1

Support status : Yes, with limitations

Feature available at uAgent level and from OXE Agent/OXE Supervisor phone set.

On Agent side, Silent monitoring (listen-in) state is never shown on uAgent whilst it can be displayed on

his phone set (according to processing group configuration). Silent Intrusion (whisper-in) state is not

displayed if supervisor request is done from phone set. Intrusion (barge-in) will be shown instead.


From OTCS 8.2 step 2.1, all actions regarding help requests and cancellation can be done either on OXE

Agent/OXE Supervisor phone set or activated from uAgent.

Help request status is displayed on uAgent in session information. Agent can cancel this help request

either from this area or from toolbar and session menu using Cancel supervisor help request button.

When OXE Supervisor accepts help request and enters one of the possible monitoring states (see chapter

4.11 page 28) uAgent reflects this state with the above described limitations.

uAgent is also notified if supervisor rejects the help request.

4.10 Help request by agent during private call

Feature description

During a private external call, an agent can request supervisors help by hitting a dedicated softkey on his

phone set.

OXE notifies one available OXE Supervisor (amongst the list configured in the agents processing group) to

handle this help request.



Help request on private call at CCD/RSI Processing group level must be set to true.

Limitations are the same as Help request by agent during CCD call (see chapter 4.9 page 27).


Same as Help request by agent during CCD call (see chapter 4.9 page 27).

4.11 Supervisor monitoring features

Feature description

An OXE Supervisor (logged on a phone set) can perform some audio monitoring actions for OXE agents

either after an agents explicit help request or by his own.

Monitoring actions can be :

Permanent monitoring : supervisor has information (on his phone set) about agent activity and is

automatically set in silent monitoring when agent is in ACD conversation (or external private

call if configured)

Intrusion (barge-in) : Supervisor can take part in agents conversation and all parties are notified

of supervisors presence.

Silent Intrusion (whisper-in) : Agent can hear Supervisor but other party in the conversation cannot

Silent monitoring (listen-in) : Supervisor can hear agent conversation but cannot talk

These actions can be done by hitting a dedicated softkey on OXE Supervisor phone set or by using uAgent.

Note : uAgent capability available from OTCS 8.2 step 2.1


From OTCS 8.2 step 2.1, feature activation is available at uAgent level and can be used from OXE

Supervisor phone set.

Silent Intrusion (whisper-in) state is not displayed if supervisor request is done from phone set.

Intrusion (barge-in) will be shown instead.

Permanent monitoring (permanent supervision) state is not displayed if supervisor request is done from

phone set. A simple call is shown in this case.

Once monitoring mode has been chosen, it isnt possible to switch to another mode from uAgent. This is

nevertheless still possible from phone set and change is reflected on uAgent with above limitation.

When supervisor wants to monitor an agent by his own, only Agents logged in OTCS can be supervised

using Start supervising button on Supervisors uAgent.


All actions regarding help requests notification, cancellation and monitoring mode choice can be done

on OXE Supervisor phone set or can be activated from uAgent (with above limitations).

From OTCS perspective, OXE Supervisor is considered as busy when agent monitoring features are used.

uAgent reflects this state in a session information and allows supervisor to exit the monitoring state by

using the Disconnect button.

On uAgent, Supervisor can choose monitoring action to be performed either from this area (after receiving

an agents help request or by hitting the Start supervising button in toolbar) or from toolbar and session

menu buttons.


4.12 Agent presentation guide

Feature description

Support status : Yes

4.13 Withdrawal

Feature description


4.14 Reason code for withdrawal

Feature description

When an agent goes to withdrawal (Not Ready) state, he can choose amongst several withdrawal types

(OXE) or reason codes (OTCS) to indicate the reason for being Not Ready (Lunch, Break, ).

OTCS feature : This feature can be used by agents from uAgent. Some additional values can also be set

automatically by the system (after agent no answer for instance ). This feature is configured at People

level and the values are common to all OTCS instance.

OXE feature : This feature can be used either from OXE Agent phone set or from a CTI application.

Furthermore, the value entered (whatever the method) is sent to CTI applications monitoring this agent. A

default value is also set when withdrawal state is done automatically by the system (after LogOn or no

answer for instance). This reason code is presented on CCS (in real time for the agent and in reporting for

agents and processing groups). This feature is configured at CCD/RSI Agent Processing Group level.

From OTCS 8.2 step 2.0, OXE reason codes and OTCS reason codes can be synchronized in both ways (from

OXE to OTCS, and from OTCS to OXE). A reason code entered from uAgent will be propagated to OXE, and

will thus appear in CCD statistics or for another CTI application monitoring the same agent.


As the maximum number of reason codes on OXE side is 9 whereas the number of not ready reasons

on OTCS side is 32. Only 9 reason codes can be fully synchronized.

Configuration recommendation :

As OTCS Not Ready reasons are shared by all campaigns in an OTCS instance, the OXE reason codes for

withdrawal must be configured in the same manner for all OXE Agent Processing Groups used in OTCS

context.


OTCS Not Ready reasons and OXE Reason Codes need to be configured on both sides with compatible

values.

4.15 Withdrawal after logon

Feature description


4.16 Withdrawal on No answer

Feature description



See chapter for specificities linked to OXE-RSI use

4.17 Agent Logon

Feature description


Agent Logon must always be done from uAgent.

OXE feature Secret code expected at CCD Agent level with value set to true can be used if following

conditions are accepted.

From OTCS 8.2 step 2.0, it is possible to specify the OXE Agent password to be used for Logon action, but

NOT from uAgent. This password must be set by OTCS Supervisor at Agent configuration level. This value

will be used automatically by the system when logon (or logoff) of agent is requested to OXE.

If a password reset or change is done on OXE, it is necessary to modify OTCS Agent configuration

accordingly in order to allow proper logon/logoff actions from uAgent.


If agent logs on OXE phone set (and not from uAgent), hes not logged in OTCS system.

There is no way from uAgent to specify the password to be used for OXE logon, but it can be specified at

OTCS Agent configuration level as described above.

4.18 Agent Logoff

Feature description



If agent logs off from OXE phone set, hes not logged out from uAgent and is still present in the campaign.

Logon from phone set doesnt allow recovering a proper state.

Agent has to close the campaign from uAgent to come back to a normal state (where he can log on

again by opening a campaign).

4.19 Supervisor Logon

Feature description


Supervisor Logon must always be done from uAgent.

At OTCS level, CCD Supervisor must be declared as a Human agent with Supervisor role and with

switch supervisor parameter set to true ( ).

OXE feature Secret code expected at CCD Agent level with value set to true can be used for a CCD

Supervisor if conditions described in chapter 4.17 page 30 (Agent Logon) are accepted.


If supervisor logs on OXE phone set (and not from uAgent), hes not logged in OTCS system.


There is no way from uAgent to specify the password to be used for OXE logon, but it can be specified at

OTCS Agent configuration level as described above.

As soon as a Supervisor logs on uAgent and specifies an extension number, CCD supervisor is logged on OXE

phone set out of group.

4.20 Supervisor Logoff

Feature description



4.21 Processing Group Entry/Exit (OXE Supervisor)

Feature description

A CCD Supervisor can be logged on an OXE phone set without being assigned to a Processing Group.

Processing Group Entry feature assigns the supervisor to a processing group.

Processing Group Exit feature sets the supervisor out of processing group (but still logged on his phone

set).


Supervisor Processing Group Entry/Exit must always be done from uAgent.

Open campaign : Processing Group entry

Close Campaign : Processing Group exit


OTCS Campaigns will not be opened or closed properly if CCD supervisor enters or exists CCD processing

group from his phone set.

4.22 Direct CCD call

Feature description

Support status : No


OTCS doesnt support CCD call outside a campaign. As Direct CCD call cannot be linked to a campaign it

is not supported to avoid possible states inconsistency between OTCS and OXE.

4.23 Outgoing CCD call

Feature description

When this feature is activated on CCD, all external outgoing calls made by a CCD agents are considered as

CCD calls.

Support status : No


OTCS doesnt support CCD call outside a campaign. As Outgoing CCD call feature cannot only be linked

to an OTCS outbound campaign (preview / power dial), it is not supported to avoid possible states

inconsistency between OTCS and OXE.


4.24 CCD Partial withdrawal

Feature description

Support status : No


Linked to Direct CCD call and Outgoing CCD call OXE features which are not supported.

4.25 Outgoing call forbidden

4.26 Release incoming ACD Call Forbidden

Feature description

When Release incoming ACD Call Forbidden feature is enabled, a CCD agent in communication with an

incoming CCD call is not allowed to release this call. If agent hangs up during the communication (either

on his phone set or by uAgent), his phone set is rung again by external caller on hold (who hears ringing

tone) until he takes this call again or until other party releases.

Agent can retrieve this held call either by uAgent retrieve call button or by phone set.


Release incoming ACD Call Forbidden at CCD Processing group can be set to true if required.

4.27 Call pick-up

Feature description

This feature allows an idle set to pick-up a call ringing on another set. This is done by the use of one of

the following OXE prefixes to be used according to the needs and / or rights of the user.

Processing group call pick-up : a call ringing an agent of the same processing group

Pick-Up Group call pick-up : a call ringing a set of the same pick-up group (name configured a OXE

Users parameter)

General call pick-up : a call ringing the set which is specified after the prefix.


OXE doesnt provide a call pick-up feature through CTI.

uAgent doesnt propose a call pick-up button.


If an agent wants to activate the required call pick-up feature from uAgent, he needs to dial the

corresponding OXE prefix number.

4.28 OXE Supervisor call / OTCS Supervisor help

Feature description

OTCS feature : Supervisor help allows an agent to call THE supervisor declared in the team to which he is

belonging either during a call (it then operates like a consultation call) or without being on call (it then

operates like a simple call).


OXE feature : Supervisor call allows an agent to call A supervisor (chosen by CCD amongst the ones

attached to his processing group) either during a call (it then operates like a consultation call) or without

being on call (it then operates like a simple call).


The OTCS supervisor help feature available from uAgent doesnt activate the OXE supervisor call

feature.


According to the feature used (OTCS or OXE) the way supervisor is chosen is different (see feature

description).

4.29 CCD Withdrawal of last agent in group unauthorized

Feature description

Support status : No

Withdrawal last agent at CCD Processing group level must be set to true.


If the above OXE parameter is not set as expected, last agent of CCD Processing group agent will not be

able to perform Logout from uAgent as it is mandatory to set agent in withdrawal state (not ready) prior

to logout from uAgent (close campaign)

4.30 CCD Logoff of last agent in group unauthorized

Feature description

Support status : No

Log off last agent at CCD Processing group level must be set to true.


When this feature is set, agent cannot Logout (and can therefore not close a campaign from OTCS uAgent

application) if he is the last agent logged in the Processing Group.

This might lead to state inconsistency between OXE and OTCS if uAgent application is closed, agent

desktop is shutdown


Appendix : Other Inbound / Outbound scenarios

Following chapters describe all Inbound and Outbound scenarios introduced in previous OTCS releases and

which are still supported or enhanced in OTCS 8.2 step 2.1.


5 OTCS-OXE Inbound voice call scenarios (OTCS SIP-IVR) Even though only inbound voice call scenarios routed by OTCS SIP-IVR are described in this chapter, the

OTCS-OXE architecture and configuration used aim to also provide multi-media blending capabilities to

agents.

Handling and distributing inbound voice call require different sequenced phases :

Receiving inbound calls. Qualifying calls Selecting a set of agents for a call. Queuing calls when agents are not available. Distributing a call to 1 available agent.

Depending on the scenario, a phase is handled either by OTCS or by OXE.

Here under an illustration of the different phases (some are optional):

Receive voice call

phase

Call Qualification

phase

Agent selection

phase

Queuing call

phase

Distribution call to agent

phase

PSTN

1.

uAgent

2. 3. 4. 5.

OXE Phones

Conversation phase

6.

7. Incoming voice call phase when OXE/IVR port receives a voice call from a caller (Internal, remote or

PSTN caller). OTCS/IVR port is notified of the incoming call via SIP. Voice call is answered by OTCS

using SIP.

8. Optional qualification phase to identify the caller and to get callers information thanks to IVRs Voice prompts, DTMF digit collection, TTS (Text To Speech) and ASR (Automatic Speech Recognition), End-

customers database lookup.

9. Agent selection phase to elect list of agents matching the caller needs. Skill based routing, Database

driven routing, group routing etc are agent selection rules commonly used.

10. Optional call queuing phase to insert call in queue for waiting available agent of the agent list (voice

prompt playing message, DTMF digit collection, TTS and ASR are commonly used during this queuing

phase). All channels (Voice, email, Chat, Social media etc) including voice call can be queued in unified queue and so benefit from the prioritization mechanisms between channels.

11. Distribution call phase to route the voice call to the available agent, voice is handled by the OXE

phone and uAgent desktop is notified of this incoming call allowing from uAgent to remote control via

CTI the OXE phone.

12. Conversation call phase where agents can request some telephony features via OXE phone or via

uAgent.



scenarios routed by OTCS SIP-IVR.

OTCS

OXE 1

OTCS Data link

PSTN

Voice Portal

CTI

CCD

AgentRerouting PG

RSI

Agent

SIP trunk

Pilot 1

Scenario 2a

Scenario 2b

Scenario 3

Agent PG

OTCS Core

Pilot 2

RSI 2

Scenario 4

Automated Agent

(routing

scripts)

Business

set

Scenario 1

RSI PG

Note : CTI link to OXE isnt used by OTCS SIP-IVR but needed by OTCS solution to monitor and be

able to control other objects (Pilots, Agents, ).

5.1 Receive voice call : Arrival on SIP-IVR

Whatever the scenario, arrival on SIP-IVR has to be done through a CCD Pilot distribution routing to a

Rerouting Processing Group containing the number (Network Number or Routing Number) configured

on OXE to route calls to the SIP ABC-F trunk group corresponding to the OTCS SIP Voice Portal entry (DNIS

associated to the Campaign).

With such configuration, OTCS SIP-IVR can benefit from CCD fallback possibilities and distribution

specificities like for instance :

No more SIP trunk lines available for new incoming calls to SIP-IVR (SIP trunk group totally busy).

As it isnt possible to have call queuing on CCD waiting for SIP-IVR availability, a specific CCD

distribution can be used to handle additional incoming calls (dissuasion guide ).

SIP link failure The Pilot distribution to be used to Receive voice call on OTCS SIP-IVR can be

as follows :


Minimum configuration

Rerouting PG

Pilot 1

Mutual-aid Queue

Example of configuration for fallback treatment :

dissuasion guide

Guide PGRerouting PG

Dissuasion Queue

Mutual-aid Queue

Pilot 1

Once call has been routed by CCD distribution to SIP trunk group corresponding to OTCS SIP-IVR, OTCS is

notified (through SIP protocol) of call arrival and can answer the call.

If needed, call qualification is done by SIP-IVR, prior to agent selection. This last phase will

determine the type of target to which call must be distributed.

From this point, SIP-IVR is able to handle one of the 4 scenarios. In all cases, OTCS SIP-IVR is making all

necessary actions (initiate second call, transfer call ) using SIP protocol.

See chapter 5.2 for Scenario 1 : Targeting Business set (Queuing done by OTCS SIP-IVR)

See chapter 5.3 for Scenario 2 : Targeting a Logged In CCD/RSI Agent (Queuing done by OTCS SIP-

IVR)

See chapter 5.4 for Scenario 3 : Targeting a CCD Pilot (Queuing done by CCD)

See chapter 5.5 for Scenario 4 : Targeting a RSI (Queuing done by RSI)

5.2 Scenario 1 : Targeting Business set (Queuing done by OTCS SIP-IVR)

In this scenario, all features linked to this call are handled by OTCS.

Agent selection : Choice of the targeted business set

Queuing of the call : waiting messages to be played by SIP-IVR

Distribution of the call : SIP-IVR initiates a second call to the business set, and waits for answer

(caller still connected to OTCS SIP-IVR on the first leg and listening to the music on hold

message configured on OTCS and played by SIP-IVR)

Redirect on no answer (RONA) and selection of another target if needed

Transfer to the target on call answer (using REFER with REPLACES SIP method to perform the

Attended transfer)

OTCS Wrap-Up at the end of voice communication

As not only queuing but also waiting for agent answer are done by SIP-IVR, the number of simultaneous

calls that can be distributed is directly linked to the capacity of the SIP trunks available for SIP-IVR. For

dimensioning purpose (including licensing of both OXE and OTCS), it is important to notice that 2 SIP trunk

lines are required during the call distribution process (1 for caller, 1 to call the agent).

Both SIP trunk lines are released only when call has been transferred to the available agent who

answered.

As voice call queuing is performed by OTCS SIP-IVR, solution benefits from OTCS Unified queuing

mechanism for all kind of interactions (multi-media and voice calls) and agents benefit from OTCS multi-

media blending.


5.3 Scenario 2 : Targeting a Logged In CCD/RSI Agent (Queuing done by OTCS

SIP-IVR)

Same as scenario 1, but target is a RSI Agent (Scenario 2a) or a CCD Agent (scenario 2b).

When Agent receives the transferred call, it is considered (at OXE level) as a private call (no CCD/RSI

feature enabled).

Only Help request can be used if corresponding configuration is done at Agent Processing group level

(Help request on private calls : true).

At the end of the call, only OTCS wrap-up is enabled (at uAgent level) but not on OXE agent phone set.

5.4 Scenario 3 : Targeting a CCD Pilot (Queuing done by CCD)

In this scenario, only agent selection is handled by OTCS SIP-IVR and consists in selecting the right CCD

pilot which will then execute next phases :

Queuing of the call

Distribution of the call : selection of an available agent in the distribution

Redirect on no answer (RONA) and selection of another agent if needed

SIP trunk line is released as soon as call has been transferred to the Pilot (using REFER SIP method to

perform the Unattended/Blind transfer). Only 1 SIP trunk line is required to treat an incoming voice

call.

On the other hand, as voice calls are no more queued by OTCS SIP-IVR but by CCD, only non voice media

interactions can benefit from OTCS Unified queuing mechanism. OTCS agent reservation feature can

nevertheless be used to handle multi-media or Inbound / Outbound call blending needs.

5.4.1 Scenario extension for voice call blending support

If the Pilot targeted for transfer by OTCS SIP-IVR is intended to be used also for direct incoming calls or

for transfer by agents, it is required to use different pilots for routing calls to the same Agent Processing

Group. This allows OTCS to properly perform call tracking and logical data associations in all cases.

Note that it is anyway preferable to have different pilots with different distributions to avoid blending of

different kind of calls.

The figure below gives an example of the kind of configuration which could be used :


OXE

OTCS Data link

OTCS

Voice Portal

CTI

CCD

Agent

Rerouting PG

Business

set

SIP trunk

Pilot 1

Scenario 1

Scenario 2

Scenario 3

OTCS Core

PSTN

CCD

Agent

Pilot 3

Transfer

Case A

Case B

Case C

Agent PG

Inbound Pilot Direct Pilot

Case A : Inbound calls treated by OTCS SIP-IVR through Pilot 1 distribution are transferred to

Inbound Pilot (Scenario 3)

Case B : Direct Inbound calls arrive through Direct Pilot distribution and reach the same Agent

Processing Group

Case C : Direct Inbound calls to Pilot 3 treated by an agent are transferred to Direct Pilot and

reach the same Agent Processing Group

5.5 Scenario 4 : Targeting a RSI (Queuing done by RSI)

In this scenario, call qualification is handled by OTCS SIP-IVR (with possible use of TTS, ASR) as well as

agent selection which consists in selecting the right RSI which will then execute next phases :

Queuing of the call

Distribution of the call : selection of an available agent in the distribution

Redirect on no answer (RONA) and selection of another agent if needed

SIP trunk line is released as soon as call has been transferred to the RSI (using REFER SIP method to

perform the Unattended/Blind transfer). Only 1 SIP trunk line is required to treat an incoming voice

call.


Voice calls are no more queued by OTCS SIP-IVR but by RSI (call queuing is done at OXE level and uses OXE

resources), and can benefit from OTCS unified queing mechanism for multi-media and voice calls. Refer

to chapter 2 for details on RSI usage.

Note : Call queuing can also be done by OTCS SIP-IVR, but in this case SIP trunk will be used during queing

phase like in scenario 1 and 2.

5.6 Scenarios extension for OXE networking support

In addition to the 3 previous scenarios (targeting resources located on the same OXE node than SIP-IVR),

OTCS is able to distribute calls amongst an OXE homogeneous network as long as :

OTCS instance has a CTI link with each of the OXE to which calls can be routed

All the resources targeted are monitored by this OTCS instance

o Pilots,

o Agents (the ones targeted directly and the ones being part of the Pilots distributions)

o Business sets


scenarios routed by OTCS SIP-IVR with OXE networking distribution.

OXE 1OXE 2

OTCS Data link

OTCS

PSTN

Voice Portal

CTI

CCD

AgentRerouting PG

RSI

Agent

SIP trunk

Pilot 1

Scenario 2a

Scenario 2b

Scenario 3

Agent PG

OTCS Core

CTI

Pilot 2

RSI 2

Scenario 4

Automated Agent

(routing

scripts)

Business

set

Scenario 1

RSI PG

Note that Virtual CCD is not supported in this context. If such configuration is required, TDM-IVR needs to

be used instead of SIP-IVR.

5.6.1 Scenario 1 : Targeting Network Business set (Queuing done by OTCS SIP-IVR)

In this scenario, all features linked to this call are handled by OTCS. Behavior is similar to the one

described in chapter 5.2 Scenario 1 : Targeting Business set (Queuing done by OTCS SIP-IVR) page 37.

The only difference is that targeted business set is located on another OXE node than the one where SIP-

IVR is

8AL_22030_4822_UUZZA_01

Documents

copyright alcatellucent

alcatellucent vendors

implementation of alcatel

rsi scenarios oxe agent

otcs rsi defence

otcs oxersi integration

targetting rsi agent

rsi overflow address