!  " ##  $$ 

#% &'(&  # )'&*
+,&)',
- .('&

Legal notice:
The information presented is subject to change without notice.
ALE International assumes no responsibility for inaccuracies contained
herein.
Copyright ALE International, 2015

The CE mark indicates that this product conforms to the following Council
Directives:
- 2004/108/EC (concerning electro-magnetic compatibility)
- 2006/95/EC (concerning electrical safety)
- 1999/5/EC (R&TTE)
- 2011/65/EU (RoHS)
- 94/9/EC


 
 

 
    
    


Chapter 1
Expert Documentation structure

Chapter 2
General Presentation


Overview .................................................................................................... 2.1





Licenses ........................................................................................................ 2.1

Terminology and Capacities .......................................................................... 2.2
Additional Information .................................................................................... 2.3
Services provided .................................................................................. 2.3









Architecture .............................................................................................. 2.4

General Description of Call Flows ................................................................. 2.4
Call Distribution ............................................................................................. 2.5
Recommendations ......................................................................................... 2.6
Hardware Configurations ............................................................................... 2.6

Chapter 3
Installation and Startup

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Overview .................................................................................................... 3.1






Overview of the Configuration Procedure ...................................................... 3.1

Hardware and Software Requirements ......................................................... 3.1
Prerequisites to Running ACD Setup ............................................................ 3.3
Restrictions .................................................................................................... 3.4
ACD Setup ................................................................................................ 3.5









First initialization of the ACD ......................................................................... 3.5

ACD setup general tab .................................................................................. 3.6
ACD setup groups tab ................................................................................... 3.7
ACD setup profiles tab ................................................................................... 3.8
ACD setup agent/supervisor tab .................................................................... 3.9
ACD troubleshooting ........................................................................... 3.11





Troubleshooting ............................................................................................3.11
Restarting the ACD .......................................................................................3.11
ACD default factory configuration .................................................................3.12



Chapter 4
ACD-SCR Services



Overview .................................................................................................... 4.1

General Parameters ............................................................................... 4.1











Setup Parameters Overview .......................................................................... 4.1

General Parameters Overview ...................................................................... 4.2
General Tab ................................................................................................... 4.3
Group 1 - 4 and Group 5 - 8 Tabs ................................................................. 4.4
Types Tab .....................................................................................................4.10
Exceptional Days Tab ...................................................................................4.11
SCR Tab .......................................................................................................4.13
Maintenance Tab ..........................................................................................4.14
Agent Parameters ................................................................................. 4.15



0-2

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Configuration of agent parameters ...............................................................4.15

Smart Call Routing (SCR) ................................................................... 4.21





Overview .......................................................................................................4.21
Configuration of SCR and Line Parameters .................................................4.22
Importing/Exporting Files ..............................................................................4.26

Chapter 5
Announcements


Overview .................................................................................................... 5.1





Description of the Announcements ................................................................ 5.1

Operation ................................................................................................... 5.1




Selecting Announcements ............................................................................. 5.2

Creating Announcement Messages .............................................................. 5.3

Chapter 6
Agent Application

Chapter 7
Statistics Application

Chapter 8
Supervisor Application

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Chapter 9
Traceability


Overview .................................................................................................... 9.1




DISPLAYING ACD AGENT TRACE MESSAGES ......................................... 9.1

DISPLAYING ACD CALL TRACE MESSAGES ............................................ 9.2

0-4

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As of R10.1, the OmniPCX Office Expert Documentation has been split into fifteen separated
documents, each corresponding to a chapter of the previous version of this documentation.
These documents are:
table 1.1: Expert Documentation structure
Documentation title

Part number

[1]

OmniPCX Office Expert Documentation: General Presentation

8AL91200xxAA

[2]

OmniPCX Office Expert Documentation: Hardware: Platform, interfaces and devices

8AL91201xxAA

[3]

OmniPCX Office Expert Documentation: User services

8AL91202xxAA

[4]

OmniPCX Office Expert Documentation: Voice mail

8AL91203xxAA

[5]

OmniPCX Office Expert Documentation: Mobility

8AL91204xxAA

[6]

OmniPCX Office Expert Documentation: VoIP services

8AL91205xxAA

[7]

OmniPCX Office Expert Documentation: Private networks

8AL91206xxAA

[8]

OmniPCX Office Expert Documentation: General applications

8AL91207xxAA

[9]

OmniPCX Office Expert Documentation: Web-based tool

8AL91208xxAA

[10]

OmniPCX Office Expert Documentation: OmniTouch Call Center

Office

8AL91209xxAA

[11]

OmniPCX Office Expert Documentation: Management tools

8AL91210xxAA

[12]

OmniPCX Office Expert Documentation: Maintenance services

8AL91211xxAA

[13]

OmniPCX Office Expert Documentation: Security

8AL91212xxAA

[14]

OmniPCX Office Expert Documentation: System services

8AL91213xxAA

[15]

OmniPCX Office Glossary

8AL91214xxAA

In the present document, cross-references are identified by the number in the first column of
the above table.
Part numbers are given in the last column, where xx corresponds to the language code of the
document.

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2.1

   
Overview
Alcatel OmniTouch Call Center Office is a call center application of OmniPCX Office Rich
Communication Edition and is used to automatically distribute calls to the most appropriate
agent, while also managing call queuing.
Alcatel OmniTouch Call Center Office is made up of the following modules:
-

Automatic Call Distribution (ACD) for the distribution of calls. The ACD is used to manage
a large number of calls using a small number of agents through control of flows,
proportionate distribution of calls between agents, and call queuing. The caller is
immediately connected to an agent or to the most appropriate service, the agents being
identified by skills group.

An Agent Assistant application to optimize management of agents, their activity and

organization into skills groups, and including an Agent Configuration application to
parameterize some features and give specific rights to the agents.

A Supervisor Console application.

A Statistic Manager application to allow analysis of calls managed by the ACD.

The ACD is used to:

-

improve call distribution and processing,

process a larger number of calls,

improve the output and efficiency of human resources,

supervise service quality,

anticipate incoming calls using the statistics module,

minimize operating costs.

Remark:
In this document, the term ACD, Automatic Call Distribution, is synonymous with call center.

2.1.1

Licenses
The Alcatel OmniTouch Call Center Office offer is available in one package (The Welcome
package) offering additional options. It allows mixed configurations (from full basic to full
desktop).
The additional options available on the welcome package are:
-

One additional Basic Agent

One additional Agent Assistant

One additional Agent Desktop software license (includes Basic Active Agent and Agent
Assistant application)

One additional Supervisor Console software license

One Statistic Manager software license

The associated rights are summarized in the following table:

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Welcome pack

2.1.2

Basic Agent

(Up to 32)

Agent Assistant (PC)

Option

(Up to 32)

Agent Desktop
(Basic + Assistant)

Option

(Up to 27)

Supervisor

Option

(Up to 8)

Statistic

Option

(HD required)

Terminology and Capacities

This section describes further the capacities of the ACD, as shown in the following diagram:

Terminal Types: The Alcatel OmniTouch Call Center Office supports the following sets for
agents:

2-2

Alcatel-Lucent 8 series Phones

Alcatel-Lucent 9 series Digital Phones

Alcatel-Lucent 300/400 DECT Handsets and 500 DECTs

8232 DECT

8242 DECT

Generic GAP handsets in IP-DECT solution

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Alcatel-Lucent OmniTouch 8118/8128 WLAN Handsets

PIMphony Softphone

8001 Deskphone

8002 Deskphone

8012 Deskphone

Alcatel-Lucent OmniTouch 8082 My IC Phone

SIP Phones

Analog sets

Note:
Alcatel-Lucent IP Touch 310/610 WLAN Handsets and Alcatel-Lucent Mobile IP Touch 300/600 sets are
not supported.

An IP Call Center, allowing remote agents can be deployed, provided the sets used are:
Alcatel-Lucent 8 series Phones, PIMphony Softphone and SIP Phones, including 8002/8012
Deskphone and 8082 My IC Phone sets.
Maximum number of agents: The maximum number of agents is 32 regardless of the
hardware platform used. An agent can use any terminal of the system.
Maximum number of agents logged in: An agent must be logged in to a terminal on the
system in order to use the call center services. The maximum number of logged in agents is 5,
10 or 15 depending on the license package selected.
Login mode: Agents can be logged in to a terminal on the system in two different ways:
-

fixed mode: By configuration. In this case, the agent is permanently logged in to the same
terminal.

dynamic mode: The agent logs in to a free terminal of his/her choice using either the
Agent Assistant (free seating operation) or the terminal login function. The agent logs out
and frees up the terminal either by leaving the agent application or using the terminal
logout function.

Agent Assistant Licences: A license is required for each active connection of the Agent
Assistant. The number of licenses necessary corresponds to the maximum number of
simultaneous connections required. The maximum number of licenses possible depends on
the license package selected.
Supervisor Console Licences: A license is required for each active connection of the
Supervisor Console. The number of licenses necessary corresponds to the maximum number
of simultaneous connections required.
Statistic Manager Licence: This license is used to activate the Statistics application. It is
included with the Welcome Office Pro packages and available as an optional extra with the
Welcome Office package.

2.1.3

Additional Information
Auto-answer mode is applicable for ACD.

2.2

Services provided

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The table below summarizes the ACD general services.

Services

Description

Type

Informal and integrated

Queue

Management of incoming calls with dynamic sizing based on

predefined parameters.

Search mode

Distribution of calls via 3 possible configuration modes

(longest idle time, fixed, rotating).

ACD groups

Possibility of defining the parameters of 8 independent ACD

groups.

Opening criteria

Automatic open/closed parameters for each ACD group. Up

to 100 entries for exceptional closing opening days can be
defined and applied to selected or all groups. Groups can be
opened/closed by:
- forcing via the configuration,
- time slot,
- forcing via the Supervisor Console application.

ACD announcements

Broadcasting of 7 ACD announcements (Welcome, queue

announcements, Deterrence, Customer code and Closing).

Priority ranking

Managing the priority of agents in relation to the groups which

the agent is assigned to.

Dynamic queue

Depends on agent availability.

Leave queue

Through reception of DTMF code.

Agents belonging to several

groups

An agent can belong to several ACD groups.

Overflow

1 group can overflow to another group (no cascading permitted).

Management

Configuration of ACD call.

Group mailbox

The group mailbox can be used if the caller is deterred,

leaves the queue or if the group is closed.

2.3

Architecture

2.3.1

General Description of Call Flows

The figure below shows how calls are processed.

2-4

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Figure 2.2: Call flows

*Callers can leave the queue by pressing *, to the group mailbox or to a transfer number.
** Queuing time can be limited to a maximum (configuration Max delivery Time parameter). In
this case, calls are switched to the deterrence mechanism.

2.3.2

Call Distribution
The ACD receives all incoming calls and plays a greeting message. It manages the distribution
of the calls according to the status of the group (open or closed), the status of the agents that
belong to the group, and the order in which the call is received (first in, first out).
If the group is open and an agent is available, the call is routed to this agent. If the agent is
busy, the ACD will look for another available agent according to the call distribution rules

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(fixed, rotating, longest idle period).

If there are no available agents in the group, the ACD plays a message asking the caller to
hold the line and places the call in the queue. As soon as an agent becomes available, the call
is transferred to the available agent without waiting for the end of the hold message. It is
possible to define a maximum delivery time for calls parked in the queue. When agents are still
unavailable when the timer expires, waiting calls are routed to deterrence.
If there are no available agents and the queue is full (all ACD ports are busy), an incoming call
is routed to a deterrence message, inviting the caller to call back later (default option). It is
possible to configure the ACD to place the call in the group mailbox, or to transfer it to a
specified number.
ACD waiting calls and deterrence message require the use of resource ports. A maximum of
16 resource ports are available on the system. These ports are shared between ACD and
MLAA. If the system does not run MLAA, 16 port are available for ACD: by default, 14 ports
are used for waiting calls and 2 for deterrence.
If the ACD group is open and no agents are active (logged in and not in the sleeping status),
the first call to this group will be routed to the transfer number if entered. Subsequent calls will
be either placed in the queue (default option) or routed to deterrence. If the transfer number is
not entered, all calls are routed to deterrence.
If the group is closed, the call is routed to a closed message (default option).
It is possible to configure the ACD so that a caller waiting in a queue can press the star key to
escape from the queue. The call can be routed to the group voice mail box, or transferred to a
specified number.
All events are monitored by CSTA protocol, so you can use the agent and ACD group statistics
to optimize the ACD functions.

2.3.3

Recommendations
Certain rules should be observed in order to guarantee that the system is as user-friendly as
possible:

2.3.4

Take the caller into account when thinking of an ACD group.

When setting up the ACD group mail boxes, ask the people receiving the calls (operators,
sales departments, technicians, etc.) what the main requests from callers are.

Do not forget to define what happens outside working hours and during the weekends.

Do not forget to define what happens when an internal telephone is not answered.

Start by drawing the total structure on a piece of paper based on the fixed tree of the ACD
and the relations between the automated attendant, mailboxes and info-text if necessary.

At each stage, think carefully about the content of the voice message concerned.

Hardware Configurations
Alcatel OmniTouch Call Center Office can operate in a stand-alone configuration or in a
network configuration.

2.3.4.1

Network Configuration
The drawing below shows a configuration example using a local area network to connect
Alcatel OmniTouch Call Center Office.

2-6

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Figure 2: Network installation

This configuration uses a local area network to connect OmniPCX Office Rich Communication
Edition. It manages the call center from client PCs connected to the local area network by
using the applications Agent Assistant, Supervisor Console, Statistic Manager, and
PIMphony .

2.3.4.2

Stand-alone Configuration
The drawing below shows a configuration example when OmniPCX Office Rich
Communication Edition is stand-alone and not connected to the local network, and therefore
has no associated applications.
Figure 3: Local installation

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3.1

Overview

3.1.1

Overview of the Configuration Procedure

Alcatel OmniTouch Call Center Office is supplied as pre-installed. The licenses must be
loaded in the PCX before the configuration.
The applications Supervisor Console, Statistic Manager, and Agent Assistant can be
installed on any PC.
The Alcatel OmniTouch Call Center Office is configured using OMC. Open an OMC session
via the path OMC/PCX Client/Call Distribution Services, to access the following four menus:
-

ACD Setup: used to configure the parameters of the ACD in the PCX.

ACD-SCR Services: used to configure the ACD groups, agents, and lines.

ACD Voice messages: used to configure the ACD announcements.

ACD Statistic manager: this menu is only accessible if installed.

Configuring the ACD involves the following operations:

Caution 1:
Check the OmniPCX Office Rich Communication Edition settings described in the Prerequisites
section before running ACD Setup.

1. Configure the ACD parameters in the PCX using ACD Setup:

Check prefixes in the main numbering plan for login and logout.
Create ACD Group mailboxes.
Generate ACD profiles.
Assign profiles to agent and supervisor phone sets.
2. Configure ACD-SCR Services:
Caution 2:
Run ACD Setup before configuring ACD-SCR Services.

Configure general parameters: Defining ACD group parameters, call types, and ACD
maintenance parameters.
Configure agents.
Configure the lines table.

3. Create the announcements using ACD Voice Messages.

3.1.2

Hardware and Software Requirements

3.1.2.1

Platforms supported by ACD applications

The following platforms are supported for the Agent Assistant, Supervisor Console, and
Statistics Manager applications:
-

Windows XP (with SP3)

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Windows VISTA (32 bits with SP2)

Windows 7 (32/64 bits with SP1)

Windows Server 2008 R2 (64 bits with SP1)

Windows 8 (32/64 bits)

Important 1:
Before installing ACD applications, activate FrameWork.NET functionalities: select the .NET
Framework x.x ckeck box in Windows 8 (32/64 bits) administration.
As of R9.2, ACD applications have been adapted to install the right functionalities they need
corresponding to the framework.NET version installed on PC.
For that, one of the framework.NET version must be installed on the PC (framework.NET 2.0
or framework.NET 3.5 with 2.0 option checked or framework.NET 4.0):

If only framework.NET 4.0 is installed, then one version of the DLL is installed for ACD
applications

If framework.NET 2.0 is installed or if framework 3.5 with the 2.0 option checked, then
another version of the DLL is installed for ACD applications

If both versions are installed on the same PC, the DLL of framework.NET 4.0
functionalities is then installed

If .NET Framework x.x is enabled after the installation of ACD applications, ACD applications
must to be uninstalled and reinstalled to operate correctly.
Note:
Windows 8 RT is not supported.

Windows Server 2012 (64 bits)

Important 2:
Before installing ACD applications, activate FrameWork.NET functionalities: select the.NET
Framework x.x ckeck box in Windows Server 2012 (64 bit) administration.
As of R9.2, ACD applications have been adapted to install the right functionalities they need
corresponding to the framework.NET version installed on PC.
For that, one of the framework.NET version must be installed on the PC (framework.NET 2.0
or framework.NET 3.5 with 2.0 option checked or framework.NET 4.0):

If only framework.NET 4.0 is installed, then one version of the DLL is installed for ACD
applications

If framework.NET 2.0 is installed or if framework 3.5 with the 2.0 option checked, then
another version of the DLL is installed for ACD applications

If both versions are installed on the same PC, the DLL of framework.NET 4.0
functionalities is then installed

If .NET Framework x.x is enabled after the installation of ACD applications, ACD applications
must to be uninstalled and reinstalled to operate correctly.

In addition, the minimal display resolution of the screen must be: 1024 x 768 pixels

3.1.2.2

Hardware required on the PCX

On OmniPCX Office Rich Communication Edition, the mandatory hardware is either:
-

3-2

A PowerCPU board
When the PowerCPU board is used, a hard disk (20 GB minimum) is mandatory only
when the ACD statistics license is available

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Caution:
When the system to upgrade is running the embedded ACD application on the SD-CARD
(FLASH memory), before adding a new hard disk, save the ACD configuration using
common tools. Otherwise your configuration is lost.

3.1.2.3

A PowerCPU EE board

Requirements for client workstation running OMC

OMC runs on the following platforms:
-

Windows 2003 (with Service Pack 1 or Service Pack 2)

Windows 2003 R2 (with Service Pack 2)

Windows XP (with Service Pack 2 or 3)

Windows XP 64 bits

Windows Vista (32/64 bits with Service Pack 1 or 2)

Windows 7 (32/64 bits OS with Service Pack 1)

Windows Server 2008

Windows Server 2008 R2 (with Service Pack 2)

The following platforms are no longer supported for OMC:

-

Windows 9x

Windows ME

Windows 2003 without Service Pack 1

Windows 2000 (with Service Pack 4)

Windows XP with Service Pack 1

The following items are also required on the workstation:

-

The licenses necessary for the ACD

Internet Explorer (release 6 or later) or Netscape Navigator (release 7 or later)

3.1.2.3.1 ACD Applications and Windows PC configuration

To display ACD applications correctly when using Windows XP, VISTA, 7 and 8, Windows
Font size DPI Scaling must be set to the "96 dpi" default scale.
You can check the dpi settings from the Windows Configuration panel:
Display properties -> Parameters -> Advanced -> General tab
Minimal display resolution of the screen: 1024 x 768 pixels
Important:
To install ACD Applications on Windows Vista or later editions, right click setup.exe and select
Run as Administrator. If this procedure is not used, some components may not be installed.

3.1.3

Prerequisites to Running ACD Setup

To ensure that the ACD setup works properly, check the following settings in OmniPCX Office
Rich Communication Edition before running ACD Setup.

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Check that you have the correct ACD licenses.

Check that there are enough directory numbers remaining for the 16 ACD ports in the main
numbering plan.

Check that the parameters of the internal numbering plan in OMC/PCX

Client/Numbering/Dialing Plans/Internal Dialing Plan are configured in accordance with
the following rules:
For local calls: local call function / start / end / base.
Note 1:
The base is always equal to the start of the numbering range
Example 1:

Function

Start

End

Base

Local call

3000

3199

3000

OK

Local call

3000

3199

1000

Forbidden

For group calls: group call function

Example 2:

Function

Start

End

Base

Group call

600

619

600

OK

Group call

600

619

500

Forbidden

Check that the directory numbers are allocated to the Hunting Groups in OMC/PCX
Client/Hunting Groups. The hunting group directory numbers may be available in the
main numbering plan, but not assigned in the hunting group list. In this case, ACD Setup
may not find the hunting groups available. To avoid this situation, assign enough directory
numbers in the hunting group list.

Check and/or modify the login and logout prefixes in the main numbering plan.
Example 3:

Function

Start

End

Base

ACD prefix

680

681

OK

Note 2:
680 gets the function "Request of ACD log out".
681 gets the function "Request of ACD log in".

3.1.4

Restrictions
-

3-4

Call Pick-up:
The use of the "Call Pick-up" feature on ACD calls is forbidden.
When using Call Pick-up on an ACD call to an agent (the agent extension is ringing), ACD
does not understand this action and transfers the call to an agent extension supervised via
CSTA: it is then an unknown extension which answers the call. ACD is not informed and
the call can be lost and rerouted, and the statistics will be incorrect.
If the ACD agent profiles are used and loaded to the agents, the "Call Pick-up" feature is
automatically disabled in the "feature design" of the agent extension.

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Diversion:
On a set used as an ACD agent, a diversion to any type of destination can be configured.
This diversion applies to external incoming calls only, as it uses the DDI number facility.
This diversion does not apply to local calls, including calls managed by ACD for which the
ACD agent is called.

SIP phones:
Basic sip phones are not supported as ACD agent sets
The agent statuses (On duty, Clerical work, Temporary absence, login, logout) are not
displayed on SIP phones
The Agent Assistant application on set is not available on SIP phones
The functional codes for login/logout(681/680) ACD agent on set are not available on
SIP phones
The PC based ACD applications (Supervisor Console, Agent Assistant, ACD services) can
be used to login/logout ACD agent on SIP phones.

3.2

ACD Setup

3.2.1

First initialization of the ACD

Running ACD Setup:
-

creates 16 media virtual terminals.

creates hunting groups with 16 ACD ports.

creates virtual terminals for the voice mail boxes of the 8 ACD groups (optional).

creates ACD key profiles and their links to the various agent and supervisor stations.

allocates the key profile according to the profile's definition: 1 login/logout key; 4 agent
status management keys and 1 supervision key per ACD group voice mail box.

modifies the services category for the agent sets. Call interception is deleted.

modifies the dynamic routing for the agent sets. External call forwarding is permitted.
Internal call forwarding is possible if the queue wait threshold S1 is longer than the
maximum
ringing
duration
(defined
in
OMC/ACD-SCR
Services/General
Parameters/General tab).

Remark:
Many parameters are modified during the allocation of profiles to the agent stations:

To initialize the ACD, run ACD Setup (as described below) and on the General tab, enter the
direct dialing-in (DDI) number associated with each hunt group.
Caution 1:
You must not change directory numbers, virtual terminals used for ACD ports, group mail boxes
and hunting groups for ACD after running the ACD Setup. This will result in incorrect operation
and the ACD ports will lock up.

ACD Setup will perform a consistency check of the main parameters. If Setup detects an
inconsistancy, it will display a warning message indicating in brackets the origin of the
problem.

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Caution 2:
The ACD directory is not automatically updated during the modification of the system's directory
or during the creation of a phone set. It is necessary to reset the ACD (or reset OmniPCX Office)
to have an identical image of the directory of OmniPCX Office in the ACD part for the creation or
modification of the list of agents.

To run ACD Setup, select the path OMC/Call Distribution Services/ACD Setup. The ACD
Setup window appears with four tabs:

3.2.2

General : shows the number of media virtual terminals created by OmniPCX Office Rich
Communication Edition when the call center was installed (or ACD ports).

ACD Groups: used to create and associate mailboxes with the ACD groups.

ACD Profiles: used to assign profiles to agent sets and supervisor sets.

Agents / Supervisors : lists the numbers of agent and supervisor sets.

ACD setup general tab

The General tab consists of the following areas:

-

3-6

ACD Ports: The ACD ports drop-down box shows the number of virtual terminals required
to start up the call center.

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ACD Group Name: This feature controls the display of information on the agent's set
about incoming calls. When the ACD Mode box is checked, the Display of ACD group
name box is available. When this box is checked, the ACD Group name and the customer
waiting time will display on the agent's set for an incoming call.
When the ACD Mode box is unchecked, the box label becomes Multi-Secretary Mode
and the second box is greyed (inactive). In multi-secretary mode, the DDI number or the
corresponding name of the incoming call is displayed on the agent's set. This mode is
used when several DDI numbers are assigned to a unique ACD group.

Service Codes: Four drop-down boxes show the prefixes used to change the status of
agents. Theses prefixes are programmed in the numbering plan of the OmniPCX Office
Rich Communication Edition and correspond to the groups containing the ACD ports. The
statuses are:
on-duty: The agent is assigned to an ACD group.
off-duty: The agent has withdrawn from all groups.
clerical work: The agent temporarily withdraws from the call distribution chain to
perform an operation following a call, for example filling out an information screen. At
the end of this clerical work period, agents must come back on duty so that they are
available again to process a new ACD call. Clerical work periods are considered as
work time for call distribution criteria.
temporary absence: the agent withdraws temporarily from the call distribution chain
for a break. At the end of this break, agents must come back on duty so that they are
available again to process a new call. Periods of temporary absence are not
considered as work/service time.

ACD Call Numbers shows the group number available for the call center and the
associated DDI number. If the DDI number is entered, it will be automatically created in a
line of the Public Numbering Plan of OmniPCX Office Rich Communication Edition. For
each DDI number created, a new group (containing the 16 ACD ports) will be automatically
generated.
Caution:
The group number and DDI number must be manually entered in the line parameter table in
ACD-SCR Services.

Click OK to save the data entered.

3.2.3

ACD setup groups tab

Use the ACD Groups tab to create a mailbox for the ACD groups. The mailbox created can be
used when an ACD group is in deterrence or closure mode, or when a caller leaves the queue.
1. Click the ACD Groups tab. The ACD Groups window is displayed:

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2. Check the Mailbox box of the group that you want to select.
3. Click All to select all groups. All the boxes are automatically checked.
4. Click None to cancel the selection.
5. Click OK to confirm. The PCX creates mailboxes for the groups selected.
Notes:

The number of the associated mailbox is the same as the number of the virtual terminal.
It is possible to customize the ACD groups voice mail boxes using the "Remote custo" mode.
The password to access the mail box is "1515" by default (As of R8.2, in case of 6 digits
password, the password to access the mail box is "151515" by default).
It is also possible to manage the mail box of a virtual terminal on a dedicated set, using the
"Voice mail unit" feature key with the virtual terminal destination.

3.2.4

As of R8.2, the default number of digits to access a mailbox can be modified from 4 to 6, for
enhanced security.

ACD setup profiles tab

Alcatel OmniTouch Call Center Office allows you to manage two types of ACD key:

3-8

Keys for the operating status of agents corresponding to the groups previously created.

Supervision keys for the mailboxes of ACD groups.

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Once the General tab has been confirmed, the ACD profiles must be generated if you want to
use them.
1. Click the ACD Profiles tab. The ACD Profiles window appears:

2. To generate the profiles, select Yes, regenerate profiles as listed below.

3. Click OK to confirm the new profiles.
Remark:
- The definition of the profiles obtained is predefined in the system. However, it is still possible to
modify them through standard management of profiles by selecting the path OMC / PCXClient /
Users-Base station List / Profiles.
- These profiles have an influence on service categories and transfers, given that calls to an agent
set must neither be transferred nor intercepted.

3.2.5

ACD setup agent/supervisor tab

3.2.5.1

Automatic assignment of keys

1. Click the Agents / Supervisors tab. The Agents / Supervisors window appears:

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2. In the Agents Sets area, click Modify. The ACD agent list modification window is
displayed. It can be used to select agent sets.
3. In the Non-member(s) area, select the objects to be added and click the Add button. The
objects selected appear in the Member(s) area.
4. Click OK.
5. To automatically assign profiles to sets, check the Apply ACD Agent Profiles to sets box.
6. Click OK.
7. Follow the same procedure to assign supervisor profiles.
Important:
Assigning an ACD profile to a set has the effect of:
-

adding the following keys: 2 RGX, 2 RSB, 4 CTI, 1 login/logout function key and/or 8
supervision keys for ACD group mail boxes.

deleting internal dynamic transfers and inhibiting any type of internal transfer.

Remark:
ACD calls do not support any type of call transfer or interception.

3.2.5.2

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Manual assignment of keys

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To assign an agent key manually, do the following:

1. Select the path OMC / PCXClient /Users-Base station List and select the set whose keys
you want to modify. Click Details, then Keys. A window displaying the keys of the set
opens.
2. Click on the button of the key to be modified.
3. Select the Function Key type of key.
4. Click OK to confirm.
Agent keys correspond to the following function keys:
-

CTI, Application 12, service 1 for "on duty" status,

CTI, Application 12, service 2 for "off duty" status,

CTI, Application 12, service 3 for "clerical work" status,

CTI, Application 12, service 4 for "temporary absence" status,

The login/logout key is an ACD key function

For the Supervision keys of mailboxes, simply create Voicemail function keys for the virtual
terminal corresponding to the mailbox of the ACD group.
Remark:
the assignment of profiles to sets is not checked (no checking of whether the set is an agent set or not).

3.3

ACD troubleshooting
In some rare cases, ACD does not start correctly and the ACD does not answer ACD calls.

3.3.1

3.3.2

Troubleshooting
-

Start an OMC session and check:

That the 16 virtual terminals for ACD ports are created and specified as media (in the
subscribers list/details).
That the default ACD prompts are already loaded.
That the ACD line parameters are correctly programmed.
That you have the correct ACD licences.
That you have enough free directory numbers remaining for the ACD ports in the
numbering plan and that the bases are correct.
That the hunting group directory numbers are available in the hunting group list.
That the group called in signalling mode feature is not selected in
System/miscellaneous/Feature design/Part 2.

Check that all the prerequisites to running ACD Setup have been met.

Try to set up traces when restarting the system.

Restarting the ACD

1. Before starting, make sure there are enough free directory numbers for the ACD ports,
ACD mail boxes and ACD hunting groups.

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2. Select the path OMC/Call Distribution Services/ACD Setup.

The ACD Setup - General Tab will appear.
3. Set the ACD ports to 0.
4. Click OK to restart the system.
5. Click Yes.
6. Select the Call Distribution Services/ACD Setup menu again in OMC.
7. Set the ACD ports to 16.
8. Click OK to restart.
9. Click Yes.
10. Select the path OMC/Call Distribution Services/ACD-SCR services/ACD General
parameters/Maintenance.
11. Select Stop the ACD function and click OK. The system asks "Do you really want to stop
the ACD function?".
12. Click Yes.
13. Restart the ACD function by selecting Start the ACD function. The system asks "Do you
really want to start the ACD function?".
14. Select Yes. The system is now operational.

3.3.3

ACD default factory configuration

If it necessary to return the system to the default configuration, follow this procedure:
1. Perform a reset to clear the call server.
2. Select the path OMC/Call
parameters/Maintenance.

Distribution

Services/ACD-SCR

services/General

3. Select Reload the factory configuration and click OK.

4. Reload the default ACD messages.

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4.1


 
Overview
The detailed configuration of ACD can be set from the ACD-SCR Services menu available in
OMC / PCX Client / Call Distribution Services / ACD-SCR Services

Three sub-menus are available to access the configuration of the Call Distribution Services:
-

General Parameters to configure the call center general parameters, group parameters,
types of calls, and call center maintenance parameters.

Agent Parameters to configure the agent parameters and assign agents to groups.

Smart Call Routing to configure the calls routing table used to associate caller or called
numbers with groups and agent status.

Two trace files are available used to obtain information on agent activity and calls.

4.2

General Parameters

4.2.1

Setup Parameters Overview

To set the parameters of the call center services, select the path OMC / Call Distribution
Services / ACD Setup. The ACD Setup window appears.

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This allows to configure:

4.2.2

Port number

Service codes

ACD Hunting groups

Group Mailboxes

ACD Profiles

Agents sets

Supervisor sets

General Parameters Overview

To set the parameters of the call center services, select the path OMC / Call Distribution
Services / ACD-SCR Services. The Call Distribution Services window appears.
1. Click the General Parameters icon. The Call Distribution Services - General
parameters window appears:

The General Parameters window has six tabs:

General: Use to configure parameters general to the call center.
Group 1 - 4: Use to define parameters for groups 1 to 4.
Group 5 - 8: Use to define parameters for groups 5 to 8.

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4.2.3

Types: Use to define the type of call an agent receives.

Exceptional days: Use to define up to 100 exceptional days, which can be applied to
selected or all groups (Exceptional days are shared between ACD and SCR).
Maintenance: Use to stop, start, and restore the ACD, and to perform log and
statistics file maintenance.

General Tab
Use the General tab to configure the call center general parameters. These parameters are
common to the 8 groups.
1. Click the General tab.
2. Enter the S1 and S2 hold-on threshold value to define service quality criteria. The
Supervisor Console application uses these values to indicate, in real-time, the number of
calls in the groups waiting for a period of time longer than S1 and S2. These values are
also used in the publication of statistics.
3. Enter the Stand-by time after call processing, the minimum time between two
consecutive calls for the same agent.
4. Enter the Maximum ringing duration. If an agent does not answer within the number of
seconds entered, the call is routed to another agent or returned to the queue. The ACD
also uses this time delay when transferring a call to an internal or external called party or to
a mailbox. If the called party does not answer within this time delay, the call is
automatically returned to the queue.
5. Enter the Time delay before overload messages flash, the number of seconds before
which the ACD will change the color of the group overload messages displayed on the
Supervisor Console.
6. Enter the Maximum ringing duration before auto anwer, the number of seconds before
forcing an agent to answer a call. For more information see Configuring Agents and
Groups - Agent Parameters - Force automatic call answer .
Note 1:
If this value is higher than the Maximum ringing duration (default value=20s), the force automatic
call is ignored and the call is tagged as NOANSWER in the log.
Note 2:
It is recommended to have the Maximum ringing duration before auto anwer lower than the
Maximum ringing duration value.

7. Enter the Length of calculation period for agent activity rates. You can choose to have
the activity rates print every hour or every half hour within the Supervisor Console.
8. Check the Agents that do not answer are automatically removed box to cause an
agent not answering to be removed from the ACD group either for 10 seconds (see the
following parameter), or permanently. In the latter case, he/she must be put back "on duty".
9. Enter the Duration of agent's temporary removal after failure to answer, the period of
time for which an agent who fails to answer is removed from the ACD group.
10. Check Waiting begins before overflow time delay to start the statistics counter related
to customer waiting times as soon as the call center answers. Otherwise, the counter starts
after the overflow time delay of the call.
11. Enter the Number of ACD ports for deterrence. Two ports are used for deterrence by
default. These are not specific ports but the 2 last available ports out of 16.

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12. Click OK to confirm or Apply to confirm and stay in the current menu or Cancel if you do
not want to keep the changes.

4.2.4

Group 1 - 4 and Group 5 - 8 Tabs

Use the tabs Group 1 - 4 and Group 5 - 8 to define the parameters of the groups.
1. Click on the tab of the corresponding group(s).
The following window appears where you can enter parameters for each group:

2. Enter the name of the group in Group heading. The group heading is displayed on the
Observation and Agent Assistant application screens, and on the agent's set if the Display
of ACD Group name option has been selected on the ACD Setup General tab.
3. Configure the following parameters:
Opening Criteria
Call Management
Queue Management
Search Mode
Overflow Group
Transfer Number
Max Delivery Time

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Priority Order
Forced Status

4. Click Ok to save the group data for groups 1-4, or Apply to save the data and stay in the
same screen. Click Cancel if you do not want to keep the changes.
5. Follow the same procedure for groups 5 to 8 if necessary, by clicking the Group 5 - 8 tab.

4.2.4.1

Opening Criteria
The Opening criteria parameter allows to enter the opening and closing hours of the group,
as follows:
1. Click on the Opening criteria button. The following window appears:

2. In the Opening time slots column, define one or two time slots for each day of the week.
Remark:
This data can be modified in real-time.

3. Click Apply to save the changes and stay on the same screen, or click Ok to save the data
and leave. Click Cancel if you do not want to keep the changes.

4.2.4.1.1 Reducing an Existing Time Range

If a day is defined in the exceptional opening days as well as in the standard opening days, the
criteria taken into account are the ones from the standard days.

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To take into account the criteria from exceptional opening days, an exceptional closing day
must be set before the exceptional opening day (this allows to reduce an existing opening day
in the standard opening days).

4.2.4.2

Call Management
To configure the Call management criteria:
1. Click the Call management button of the required group.
The following window appears:

2. Select one of three possible actions in the event an ACD call is deterred:
Broadcast the group deterrence announcement.
Place the call in the group mailbox.
Transfer to an internal or external number (6 digits max.). In case of failure, the call will
be transferred to the deterrence message.
3. Select one of three possible actions in the event an ACD caller presses Star to leave the
queue:
Deactivate.
Place the call in the group mailbox.
Transfer to an internal or external number (6 digits max.). In case of failure, the call will
be transferred to the deterrence message.

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4. Select one of three possible actions in the event an ACD caller ends the call:
Broadcast the group closure announcement.
Place the call in the group mailbox.
Transfer to an internal or external number (6 digits max.). In case of failure, the call will
be transferred to the deterrence message.
5. Click either Ok to save the data, or Apply to save and stay in the same screen. Click
Cancel if you do not want to keep the changes.

4.2.4.3

Queue Management
The Queue management parameter allows to define how to process waiting calls in queues
for a group:
1. Click the Queue management button for the appropriate group. The following screen
appears:

2. Enter the Queue length. The length is equal to N x k where,

N = number of agents logged in to a terminal in the group (one license for each login).
k = coefficient between 0 and 9, in steps of 0.1. The default value is: 1.0.
The queue is considered to be saturated when the condition N x k is true.
If N x k is not a whole number, the value of the queue is rounded up to the next whole
number.

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Example 1:
If 3 agents are logged in, regardless of their status (on duty status, pause status and complementary
status) in the group, and if k=0.5, the length of the queue is: 0.5 x 3 =1.5, i.e. 2 agents. One off duty
agent is not taken into account.

3. Enter when to Broadcast estimated waiting time announcement according to the queue
status of the ACD group. Three choices are possible:
Broadcast an announcement if the rank in the queue is superior to x (this value can be
defined and it specifies the alert rank in the queue). Possible value: between 0 and 32.
Example 2:
If x = 3, the announcement broadcast starts when the call enters the queue if 3 other calls are
already queued. Once the announcement is broadcast, the ACD queues the call normally and
informs the caller about the queue status and the possibility of leaving the queue.

Broadcast an announcement if the possible queue time is superior to xx minutes.

Possible value: between 1 and 99. For the estimated queue time, the "average time for
an ACD conversation" parameter must be typed.
Example 3:
If the possible queue time is superior to 5 minutes after the announcement broadcast, the ACD
queues the call normally and informs the caller about the queue status and the possibility of
leaving the queue.

Broadcast is deactivated.

Note:
There is only one announcement per ACD group. The announcement by default is "system prompt
for the queue specific for group x". It can be modified with OMC or MMC Station.

4. Average duration for ACD conversations is the possible queue time calculated by the
system taking into account the number of queued calls, the number of agents on duty in
the group, and the average time defined by this parameter for an ACD conversation.
Possible values are between 0 and 9999 seconds.

4.2.4.4

Search Mode
The Search mode parameter allows to define the method for distributing calls within the
group.
Select the type of search from the drop-down menu. The following choices are possible:
-

longest idle period: The ACD assigns the call to the agent whose last ACD call took place
the longest time ago.
Remark:
Non-ACD calls and the status of "temporary absence" are counted as "idle time".

4.2.4.5

Fixed: The ACD assigns the call to the first free agent based on the priority rank of the
agent in the group.

Rotating: The ACD assigns the call through cyclical distribution.

Overflow Group
The Overflow group parameter allows to enter the number of another group called in the
event of overflow.
The time period is used to define after how many seconds the overflow function starts.
The time delay is enabled if no agent is free in the group requested.

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Remark:
This function allows a group which is underloaded to receive calls from a group which is overloaded.
If overflow occurs, the calls continue to stay in the queue of the group initially requested.
From a statistical point of view, calls are always assigned to the group initially requested.
Example:
Group 2 is specified as the overflow for group 1:
When a call arrives for group 1 and no agent is free in this group, a free agent is searched for in group 2.
If no agents in groups 1 and 2 are free, the call is placed in the queue of group 1.
When an agent in group 2 becomes free, if no calls are waiting for this group, the calls waiting for group 1
overflow to group 2.

4.2.4.6

Transfer Number
The Transfer n parameter allows to define which set should be warned when an abnormal
status occurs in a group. The transfer number cannot not exceed 6 digits. It can be:
-

Any internal set number (preferably, the supervisor number of the application)

An abbreviated number of OmniPCX Office Rich Communication Edition

When the transfer number is set and an abnormal status is detected (group open and no agent
on duty):
-

The first call is routed to the transfer number. If the transfer number is busy or does not
answer, a deterrence voice message is played
Note 1:
The first call will be identified by R in the accounting ticket.

Other calls are processed as follows:

If the Queue check box is selected (default value), calls are parked in queues
If the Deterrence check box is selected, calls are routed to deterrence, which can be a
voice announcement (default option), a voice mail or a specific number. For more
information, see: Call Management
Note 2:
These calls will be identified by T in the accounting ticket.

When the transfer number is not set and an abnormal status is detected (group open and no
agent on duty), all calls are routed to deterrence.
This feature is effective when the group state:
-

Changes from open group with agents to open group with no agent on duty

Changes from closed group to open group with no agent on duty

It is the responsibility of the supervisor to re-establish normal operation.

Note 3:
If the transfer number is an external number, only one external call is performed. This prevents other
successive external calls and charges.

4.2.4.7

Max Delivery Time

The Max delivery time parameter allows to define the maximum time a call can remain in the

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queue before redistribution to deterrence (which can be a voice announcement (default

option), a voice mail or a specific number). For more information, see: Call Management
The minimum and maximum time values are respectively 3 minutes and 240 minutes. If this
parameter is not set (as in the default value), the existing call process in the queue is used.

4.2.4.8

Priority Order
The Priority order parameter allows to define the priority group when simultaneous calls are
received or when calls are waiting and agents belong to several groups. Enter a number
between 1 and 8. The same level of priority can be assigned to several groups. In this case,
searches for available agents for waiting calls are conducted using the criteria of maximum
queue time only.
Note:
When agents belong to several groups and several ACD calls are received in the different queues for the
groups, while all the agents are busy, the calls remain in the queue. As soon as one agent is finished with
the ongoing communication, the call with the highest priority is transferred to this agent. As soon as a
second agent is free, the next call with the highest priority is transferred to this second agent, and so on
and so forth.

4.2.4.9

Forced Status
The Forced status parameter allows to define the status of the group regardless of the status
of the open/closed parameters of the time slot. Select the status from the drop-down menu.
The available choices are:
-

Closed: forces the group to be closed (for example, in the evening before the normal
closing time).

Open: forces the group to stay open (for example, in the evening after the normal closing
time).

Automatic: allows the system to return to the criteria defined in the time slot.
Remark:
switching from one status to another is never automatic; a command to return to normal mode must
be sent in order to re-examine the normal open and closed parameters again.

Forcing to open or closed status is indicated on the Supervisor screens by the letter M for
Manual. The group statuses are:

4.2.5

OPEN M : group forced open

CLOSED M : group forced closed

OPEN : group open (in accordance with time slot or contact)

CLOSED : group closed (in accordance with time slot or contact)

Types Tab
Use the Types tab to define the types of calls received by agents by assigning a heading and
code for calls being processed with the Agent Assistant.
1. Click the Types tab. The following screen appears:

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2. Enter up to ten service codes with corresponding descriptions. These type codes can be
used to define the call type during an ACD call with the Agent Assistant application.
3. Click Ok to save the data or Apply to save the data and stay in the same screen. Click
Cancel if you do not want to keep the changes.

4.2.6

Exceptional Days Tab

Use the Exceptional days tab to define the exceptional closing and opening days for all
groups.
1. Click the Exceptional days tab. The following screen appears:

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The defined exceptional days are listed in the table. To list opening days, check the
Opened box at the top of the list. To list closing days, check the Closed box. Both opening
and closing days are listed by default.
Rules for defining exceptional days:
If a particular day is defined both as an exceptional closing and exceptional opening
day, the criteria for the exceptional opening day applies.
Example 1:
A full month can be defined as exceptionally closed. To remove just one day, define it as an
exceptional opening day.

If a day is defined as an exceptional opening day as well as a standard opening day

(defined in the Opening criteria of the Group 1-4 or Group 5-8 tab), the exceptional
opening day criteria applies.
Example 2:
To define an exceptional opening time, define the day as an exceptional opening day with the
exceptional opening time.

If a day is defined as an exceptional closing day as well as a standard opening day, the
exceptional closing day criteria applies.
To define different opening times for different groups for the same exceptional opening
day, enter the day more than once, applying different opening times to different groups.

2. To add an exceptional day:

a. Select whether the day is closing (click the Closing day button), or opening (click the

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Opening day button).

b. If the day is an opening day, enter the exceptional opening times in the Time
drop-down boxes.
Important:
If an opening day has no opening times entered, the opening will not be recorded.

c. Enter the Day and Month of the exceptional day in the Date drop-down boxes. To
define a full month, leave the day blank. The Year is optional.
d. Enter a Label for the exceptional day.
e. Select the ACD Groups to which this exceptional day applies by checking the box next
to the group number.
f. Select the SCR plannings to which this exceptional day applies by checking the box
next to the planning number.
g. Click the Add button.
3. To change the criteria for a defined exceptional day:
a. Select the day from the list of exceptional days.
b. Make the desired changes.
c. Click the Change button.
4. To delete a defined exceptional day:
a. Select the day from the list of exceptional days.
b. Click the Delete button.
5. After adding, changing, or deleting days, click Apply to save the modifications and stay on
the Exceptional days screen, or click Ok to save modifications and leave the screen. Click
Cancel if you do not want to save the modifications.

4.2.7

SCR Tab
Use the SCR tab to configure the plannings available for the Smart Call Routing application,
see: Configuring the Lines - Smart Call Routing (SCR)
1. Click the SCR tab The following screen appears:

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2. Select the planning of your choice

3. Modify its label if desired and specify opening and closing times, for each day of the week,
if necessary
4. Click OK to validate your modifications

4.2.8

Maintenance Tab
Use the Maintenance tab to stop, start, and restore the ACD, and to perform log and statistics
file maintenance. When the ACD application is stopped, the ACD function is completely
inhibited in the system. Stopping and restarting the ACD function may be useful during
maintenance and debugging operations.
1. Click the Maintenance tab. The following screen appears:

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2. Click the associated Ok button to perform the following tasks:

Stop the ACD function: The ACD is stopped in the system.
Start the ACD function: the ACD is started in the system.
Re-load the factory configuration: the default ACD configuration is reloaded in the
system.
Note:
A cold reset of the system does not delete the ACD configuration. To do this, use the Re-load
the Factory configuration button. The announcements are never deleted.

Reinitialise the password of the Agent Configuration application to help1954.

Delete all statistics files: erase all the statistics files from PBX.
Delete all log files: erase all the log files from PBX.

4.3

Agent Parameters

4.3.1

Configuration of agent parameters

4.3.1.1

Modification of the agent parameters

1. Click the Agent Parameters icon. The Call Distribution Services - Agent parameters
window appears.

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Agent n. (number) : identification number of each agent (number of the lines, 1 to 32)
Group (associated Groups): the agent's group; an agent can belong to several groups.
Rank: priority rank assigned to each agent, in each of the groups they belong to.
Station: directory number of the agent's set.
Name: the agent's name.
Status: operating status of the agent (on duty, off duty, clerical work or temporary
absence).

2. For each line of the table (1 to 32), double-click on one of the headings. A data entry
window appears for the current line. You can define the parameters of:
a. The groups to which the agent belongs, by checking and unchecking the associated
Group boxes (1 to 8).
b. The priority rank of the agent in the groups he/she belongs to, by entering a number in
the Rank field (1 to 32). The priority rank is predefined if the group is using Fixed
distribution.
c. The set number of an agent, by entering a directory number in the Station field.
d. The name or identifier of the agent by entering a name in the Name field.
e. The status of the agent, by selecting On duty, Off duty, Temporary absence or
Clerical work in the Status drop-down menu.
f. Force Auto Answer: enable/disable the force automatic call answer option, see Force
automatic call answer .

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3. Click Ok to confirm the data or Apply to stay in the current menu.

Caution:
During the modification of the system's directory or during the creation of a phone set, the
directory of ACD is not automatically updated. To obtain an identical image of the directory of
OmniPCX Office in the ACD part, for the creation or modification of the list of agents, it is
necessary to reset the ACD engine (or reset OmniPCX Office).

4.3.1.2

Assignment of agents to groups and operating status

The agent is characterized by his/her phone set and the operating status of the set. In order to
optimize their management, agents are organized into groups (skills groups for example).
An agent can belong to one or more groups. An agent can have one of the 4 operating
statuses below:
1. On duty: the agent is assigned to ACD groups.
2. Off duty: the agent has withdrawn from all ACD groups.
3. Temporary absence: the agent has temporarily gone off duty for a break. At the end of
this break, agents must come back on duty so that they are available again to process a
new ACD call.
Periods of temporary absence are not considered as work/service time in the statistics.
4. Clerical work: following a conversation, the agent may need to assess the call and fill out
an information screen for example; he/she temporarily withdraws from the call distribution
chain.
Once this work is complete, agents must come back on duty so that they are available
again to process a new call.
Clerical work periods are considered as work time for the call distribution criteria in the
statistics.
Remark:
For the statistics, the "idle time" is processed differently, depending on whether the agent is
temporarily absent or is doing clerical work,
- if the agent is temporarily absent, the activity time is taken into account from the last ACD
conversation (when the agent hangs up),
- if the agent is doing clerical work, the activity time is taken into account from when the agent comes
back on duty following this period of clerical work.

The PC-based Agent Assistant application provides agents with an interface to:
-

change their status (on duty, off duty, temporary absence, clerical work) via an intuitive
interface,

access functions such as:

real-time observation of statistics,
definition of call types,
multi-skills management (agents belonging to several ACD groups),
free seating,
customer information screen pop-ups.

For more information, refer to the "Agent Assistant application" chapter.

This section describes the parameters that must be defined to declare the agents and the
group(s) they belong to.

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Login/logout from a phone set

The functionality "login/logout on phone set" is available from version R4.0 . This allows any
phone set to log in and log out in one or several ACD groups.
It will then appear automatically in the list of agents.
This service is available on the following phone set types:
-

Analog sets

Reflexes sets

Alcatel-Lucent 8 series sets

Alcatel-Lucent 9 series sets

DECT sets (in an IBS DECT solution)

SIP sets, with the following feature and restrictions:

Basic SIP Phones are not supported
PC based applications (Supervisor Console, Agent Assistant, ACD services) can be
used to login/logout ACD agents
The agent's statuses are not displayed on SIP phones used as ACD agent set
(login/logout, Clerical Work/Temporary Absence).
The Agent Assistant application on the set is not available on SIP phones
The functional codes for login/logout (681/680) ACD agents on the set are not
available on SIP phones

This service is not available IP-DECT sets (in an IP-DECT solution).

It is accessible via a UPK function key (ACD Login/logout) or via a service code of the main
numbering plan (ACD function: base 1 for login and 0 for log out).
A password is required only if it was created with the Agent Assistant application or an
Alcatel-Lucent 8 series or Alcatel-Lucent 9 series phone set. This password consists of exactly
4 numeric characters. No other types of character are allowed, otherwise an agent equipped
with Analog, Reflexes or DECT Reflexes will not be able to log in.
Caution:
Each time an agent is logged in, the agent automatically appears in the list of agents and
therefore uses an agent's license. There are 5, 10 or 15 licenses available, according to the
purchase.

4.3.1.4

Force automatic call answer

As of R9.1, Force automatic call answer feature forces an agent to answer a call after a
configured lapse of time, see Configuring General Parameters - General Parameters - General
Parameters Overview .
This feature is supported by the terminals indicated in the following table:
Force automatic call answer feature
Terminal

Without headset

With headset

Bluetooth

No

N.A

N.A

SIP phones
8002 Deskphone

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Force automatic call answer feature

Terminal

Without headset

With headset

Bluetooth

8012 Deskphone

No

No

N.A

8082 My IC Phone

No

No

No

Alcatel-Lucent Open
SIP Phones

No

No

N.A

Alcatel-Lucent Basic
SIP Phones

No

No

N.A

No

N.A

N.A

Alcatel-Lucent 4034
Digital Phone

Yes

N.A

N.A

4035 (Advanced)

Yes

N.A

N.A

4020 (Premium)

Yes

N.A

N.A

Alcatel-Lucent 4023
Digital Phone

Yes

N.A

N.A

Alcatel-Lucent IP
Touch 4008 Phone

Yes

N.A

N.A

Alcatel-Lucent IP
Touch 4018 Phone

Yes

N.A

N.A

Alcatel-Lucent IP
Touch
4028 Phone/8028
Premium DeskPhone

Yes

Yes

N.A

Alcatel-Lucent IP
Touch
4038 Phone/8038
Premium DeskPhone

Yes

Yes

N.A

Alcatel-Lucent IP
Touch
4068 Phone/8068
Premium DeskPhone

Yes

Yes

Yes

Alcatel-Lucent 4019
Digital Phone

Yes

N.A

N.A

Alcatel-Lucent 4029
Digital Phone/8029
Premium DeskPhone

Yes

Yes

N.A

Analog sets
Analog sets
Alcatel Reflexes

Alcatel-Lucent 8
series Phones

Alcatel-Lucent 9
series Phones

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Force automatic call answer feature

Terminal

Without headset

With headset

Bluetooth

Alcatel-Lucent 4039
Digital Phone/8039
Premium DeskPhone

Yes

Yes

N.A

Alcatel-Lucent 300
DECT Handset

Yes

N.A

N.A

Alcatel-Lucent 400
DECT Handset

Yes

Yes*

N.A

Alcatel-Lucent 500
DECT (GAP mode)

No

No

N.A

Alcatel-Lucent 8232
Dect (GAP mode)

Yes

Yes*

N.A

Alcatel_Lucent 8242
Dect (GAP mode)

Yes

Yes*

N.A

Yes

N.A

Alcatel-Lucent IBS
DECT Handsets

Alcatel-Lucent WLAN
Handsets
OmniTouch 8118/8128 Yes
WLAN Handset
Alcatel-Lucent IPDECT Handsets
Alcatel-Lucent 8232
Dect (IP mode)

No

No

N.A

Alcatel_Lucent 8242
Dect (IP mode)

No

No

N.A

Alcatel-Lucent 500
DECT (IP mode)

No

No

N.A

Generic GAP in IPDECT solution

No

No

N.A

Yes

Yes

N.A

Alcatel-Lucent Softphones
PIMphony IP
Note:

4-20

This feature is only available on the sets of ACD agents, for non-ACD calls the operation of the set
remains the same.

The Force automatic call feature can not be deactivated by an agent; the communication is always
established.

When the automatic answer time-out expires, the set is put directly in conversation, without any
audio or led signaling.

When the agent is logged out, the set comes back to the same configuration as before login.

While the agent set is ringing, the agent can answer the call manually before the time-out expires,

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the operation remains as usual.

There is no interaction between ACD force automatic answer with the automatic answer (interphony
mode) active on the set: depending of the time-out duration, the two features works independently
and simultaneously.

4.4

Smart Call Routing (SCR)

4.4.1

Overview
The Smart Call Routing (SCR) feature is used to route external incoming calls to a specific
internal destination (extension, hunting group, ACD group, etc.) or an external destination
(speed dialling, external number, etc.), according to information relating to the call (such as
caller number (CLI), called number (DDI), client code (CC)).
The SCR module uses the ACD engine in combination with a table of line parameters, also
called call routing table.
The SCR provides the following options to route a phone call to a final destination:
-

Simple redirection of an external Incoming call to the specified destination. The call is not
answered prior to redirection.

Blind transfer: the external Incoming call is first answered by the SCR module, which plays
a voice prompt. The caller enters the requested client code in DTMF, and the SCR module
routes the call to the corresponding final destination, as specified in configuration.

The redirection mechanism is based on a set of rules. Each rule consists of a set of criteria
and a set of actions configured by the administrator of the OmniPCX Office call server.
The criteria that can be used for phone call redirection are:
-

Caller number (CLI)

Called number (DDI)

Client Code (CC)

Planning, that is to say schedule (opening/closing time of the company or department)

The possible routing destinations for a phone call are:

-

An ACD application group (group 1 up to group 8)

An ACD application group with client code (group 1 up to group 8)

The MLAA application via its hunting group number

A local phone number available in the OmniPCX Office call server list of subscribers

A distant phone number not specified in the OmniPCX Office call server list of subscribers
(external destination)

A phone hunting group number

A collective Speed Dialing number (CSD)

Note:
Several numbers can correspond to the same application.
Up to ten thousand different numbers can be assigned in this way.

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4.4.2

Configuration of SCR and Line Parameters

4.4.2.1

Call Routing Configuration Procedure

To configure the call routing table:
1. On OMC, go to Call Distribution Services
2. Select ACD-SCR
3. Click the Smart Call Routing icon.
The Line & SCR Parameters window appears.
4. To modify the table:
To add or delete a line: click a line number and select Insert a line or Delete a line
from the contextual menu
To add extra lines: click the plus sign at the bottom left of the window
To modify cells: double-click the table cell to modify
5. Use the Apply or OK button to validate your modifications.
In case of missing; or incorrect output, a warning is displayed in the Warning area at the
bottom of the window
Use the arrow icon on any side of this Warning area to expand it in the entire window
6. Use the Export/Import buttons to export or import call routing rule data in a .csv file (see:
Importing/Exporting Files )

4.4.2.2

Description of the Call Routing Table

The call routing table is a table presented in a specific window:
Each line corresponds to a routing rule.

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Figure 4.12: Routing Table Example

This table includes several columns.
The first columns correspond to routing rule criteria:
The last columns correspond to routing rule actions.

4.4.2.2.1 Description of Rule Criteria

Routing rule criteria are:
-

CLI: identifies callers by their phone number (landline or GSM number).

A CLI number can be a full number, but you can make selections of blocks of digits to:
Analyze the country code (from one to three digits on the left),
Analyze the region code (from one to six digits depending on the country of
installation),
Analyze the complete number, or part of the number (for example, the last digit on the
right to distribute traffic between groups of agents).
Numbers are analyzed from the left to the right.
The maximum number length is twenty digits
The character X can be used as a digit to isolate parts of the number (joker).

DDI: number assigned to reach an application or a set of the OmniPCX Office.

Numbers are analyzed from the right to the left.
The maximum number length is twenty digits
The character X can be used as a digit to isolate parts of the number (joker).
Empty fields are not analyzed.

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When the two fields: CLI and DDI are empty, the entire line is skipped
-

Client code: unique number to identify a client.

This number is transmitted via DTMF; it can contain a maximum of fifteen digits and one
for the terminating pound character (#). The existing joker X available for CLI/DDI is
extended to the Client code.
When used in the Client code field, it applies to an entire number. It is not possible to
isolate parts of the Client code number.

Planning (schedule): opening/closing hours of the service, department, company, etc.

The programmed schedule is compared with the current date and time of the system to
return a status which is either Opened or Closed.
There are ten available plannings for SCR. They are independent from ACD plannings and
can be modified see: Configuring General Parameters - General Parameters - SCR Tab .
Up to 100 bank holidays (called Exceptional days in the application) with different
timetables can be specified. Bank holidays are shared by SCR and ACD applications. A
bank holiday can be applied to one or several ACD/SCR planning (see Configuring
General Parameters - General Parameters - Exceptional Days Tab ).

4.4.2.2.2 Description of Rule Actions

Rule actions are:

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Voice Msg: voice prompt inviting callers to enter their client code.
The SCR relies on the existing eight ACD voice prompts. These prompts are recorded with
ACD default messages and can be re-recorded for SCR needs, if necessary.
ACD voice prompts are identified as follows:
Group 1, the corresponding voice prompt is the 107.wav file
Group 2, the corresponding voice prompt is the 207.wav file
And so on and so forth until Group 8, for which the corresponding voice prompt is the
807.wav file
When a Client code is specified in the configuration, the field Voice Msg must show the
corresponding voice prompt number [1.. 8].

Service opened and Service closed determine the action specified for call routing when
the time range of the call corresponds to opening or closing hours.
Available and selectable routing destinations are:
ACD group n or ACD group n with code: to manage an ACD group (1 up to 8) with
or without client code.
If the Client code has already been input and if the action to perform is to transfer the
incoming call to an ACD group with code, the Client code is automatically transmitted
to this ACD group and no voice prompt is played to request input by the caller.
XXX: number assigned to a local phone, distant phone, phone hunting group or
Collective Speed Dialing.

Comment: allows to enter extra information, for a better understanding of configuration. It

is written ASCII characters, with a maximum length of forty characters.

Trace: used to trace specific routing problems.

Logs are stored in FIFO Buffer on PowerCPU EE with 2000 entries maximum
A hard disk is necessary when PowerCPU board is used
Logs are available on supervisor application

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Note:
To prevent log congestion, validate the trace option for a short period only and under the supervision
of the technical support

4.4.2.3

Call Routing Process

Remarks:
In this paragraph:

The suffix r means received in:

CLIr: received caller number

DDIr: received called number

The suffix s means searched in:

CLIs: searched caller number

DDIs: searched called number

A call entering the call server is characterized by the pairing [DDIr - CLIr]. This information is
compared to the information of the routing table (see: Description of Rule Criteria ). The
comparison stops as soon as the first entry satisfying the condition is found.
Caution 1:
Ensure that the table starts with particular cases (longest numbers) and ends with general cases
(shortest numbers).

The SCR module operates in the following order:

1. Comparison of CLIr/CLIs and DDIr/DDIs. The system searches the main table, from the
top down, for the entry matching the condition: CLIr = *CLIs and DDIr = *DDIs
If this condition is met, the SCR routes the call.
If this condition is not met, the system moves to the second operation.
2. Comparison of CLIr/CLIs and DDIs not present in the table . The system searches the
main table, from the top down, for the entry matching the condition: CLIr = *CLIs DDIs
= *0
If this condition is met, the SCR routes the call.
If this condition is not met, the system moves to the third operation.
3. Comparison of DDIr/DDIs and CLIs not present in the table. The system searches the main
table, from the top down, for the entry matching the condition: DDIr = *DDIs and CLIs
= *0.
If this condition is met, the SCR routes the call.
If this condition is not met, the call is not answered.
Note 1:
For [CLIr/DDIr] and [CLIs/DDIs] which do not match, a default rule including a joker can be written.

4. A matching rule has now been identified in the configured routing table.
If the CC is not specified in the matching rule, the system moves to the fifth operation.
If the CC is specified in the matching rule, the system moves to the sixth operation.
5. Depending on the output result [Opened/Closed] of the schedule (planning) analysis, the
corresponding action is performed.
Note 2:
An empty value in the planning field means that the service corresponding to the destination number
is always available (opened).

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6. The associated voice prompt specified in the matching rule is played. This voice prompt
invites the caller to enter the CC.
If the caller does not input any digit (no reaction), the voice prompt is played once more.
If the caller still does not react after the voice prompt is played a second time, the call goes
to the administrator phone number (which is also called destination phone number).
If the caller does not end the number dialed with the pound sign (#), after a time-out of five
seconds (which cannot be modified), the input is considered as complete. The CC is
considered acquired and the set of rules is analyzed once more to find the matching
criteria [CLIr/DDIr/CCr] and [CLIs/DDIs/CCs].
Note 3:
For [CLIr/DDIr] and [CLIs/DDIs] which do not match, a default rule including a joker can be written.
Caution 2:
The comparison stops as soon as the first entry satisfying the condition and then the system
goes back to the fifth operation.

If there is no default rule for wrong CC, the call is transferred to a phone number specified
in configuration.
Method for comparing numbers

4.4.3

CLI:
Condition 1: condition based on content (the number). The CLIr/CLIs comparison is made
starting with the digit of the greatest weight. It continues digit by digit and ends by
comparing the digit of the least weight of the shortest number.
The condition CLIr=CLIs is fulfilled if condition 1 is fulfilled. In other words, there is no
condition related to the format. As a result, there can be no equality if one of the Network
or System parameters has not been specified.

DDI:
Condition 1: condition based on content (the number). The DDIr/DDIs comparison is made
starting with the digit of the least weight. It continues digit by digit and ends by comparing
the digit of the greatest weight of the shortest number.
The condition DDIr=DDIs is fulfilled if condition 1 is fulfilled. In other words, there is no
condition related to the format. As a result, there can be no equality if one of the Network
or System parameters has not been specified.

Importing/Exporting Files
Call routing rules can be exported as a .csv file, before being modified and imported again
into the system.
When SCR is not implemented, the corresponding fields are not taken into account.
The character used to separate columns is the semi-colon.
To export a file:
1. Go the call routing window

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Figure 4.13: Example of Call Routing Window

2. Click Export
The standard location selection browser appears
3. Select your desired location, enter a name for your file, and click Save
Call routing information are exported in a .csv file.
You can open this file with MS Excel.

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Figure 4.14: Example of Saved .csv File

Typically, the first line corresponds to column headings. To avoid this first line polluting the
import operation, ensure the relevant headings start with the slash character.
4. To modify the file, select column A and Data/Convert. An assistant is displayed. Select ,
Next, Semi-colon, Next, End, Save.

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Figure 4.15: .csv File before Modification

5. Modify the file as desired and save it.
This file can be imported into the application to become your new call routing table
To import a file:
1. Go the call routing window
2. Click Import
The standard location selection browser appears
3. Select your file and click Save
Call routing information are imported into the application
All columns are imported. It is not mandatory to fill in the columns on the right of the table
If you import application numbers, ensure that they exist on the server. If they do not exist,
the corresponding fields remain blank.

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5.1

  
Overview
Announcements are broadcast while telephone traffic is being processed. No default
announcements are provided by the call center, but default announcements (A-law and -law)
designed for test purposes are available for download in OMC. For a running system,
customized announcements must be created and downloaded.

5.1.1

Description of the Announcements

The different types of announcement are:
-

Welcome announcement This announcement is broadcast when a call arrives in the

group.

Queue announcements (Waiting 1, Waiting 2, Estimated Waiting Time)

Waiting 1 is used when the call joins the queue for the first time; it is broadcast once
only.
Waiting 2 is used after Waiting 1 or Estimated Waiting Time; it is broadcast
continuously until the call leaves the queue (this announcement may contain music).
Estimated Waiting Time is broadcast to advise the caller that they are likely to have a
certain minimum waiting time in the queue before their call is answered.

Deterrence announcement This announcement is broadcast when the queue is

saturated. It can also be broadcast when the Automatic Call Distribution ports dedicated to
Automatic Call Distribution traffic are saturated (this depends on the configuration of the
Automatic Call Distribution ports dedicated to deterrence).

Closing announcement This announcement is broadcast when the Automatic Call

Distribution group is closed.

Customer code announcement This announcement is broadcast to ask the caller to

enter a customer code.

On the system, a set of announcements for each Automatic Call Distribution group is
permitted. The minimum and maximum durations of the announcements in a set are shown in
the table below.

5.2

Announcement

Minimum Duration

Maximum Duration

Welcome

0 seconds

60 seconds

Waiting 1

0 seconds

60 seconds

Waiting 2

20 seconds

300 seconds

Estimated Waiting Time

0 seconds

60 seconds

Deterrence

0 seconds

60 seconds

Closing

0 seconds

60 seconds

Customer code

0 seconds

60 seconds

Operation

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Selecting Announcements
To select the announcement you want to use, do the following:
1. Click ACD Voice Messages. The ACD Voice Messages window appears. This window
has the following two areas:
The ACD Groups area is used to select the announcements for each group or all the
groups.
The Transfer selected messages area is used to import or export announcements to
the call center or to the system.

The ACD Groups area contains a table allowing you to:

see which announcements are present in the system,
select an announcement to be added or replaced.
To change from Transfer mode to Delete mode, click on the button Mode.
It is not possible to delete announcements at the same time as adding or replacing
announcements.
Note 1:
Default messages are available which take into account the coding (A-law or -law) used in your
country.

2. In the Transfer selected messages area, click the button to the right of the field Load
from this directory and transfer.
The Select Folder window is displayed.
The announcements are by default saved in:
C:/Program Files/PCXTools/OMC/R500_xxx/VoiceMessages/a_law
56 messages are available (7 for each Automatic Call Distribution group). Each message

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is identified by a file made up of 3 figures x, y and z and with the extension .wav:
x corresponds to the number of the Automatic Call Distribution group (1 to 8)
y is always equal to 0
z corresponds to the message of the Automatic Call Distribution group (1 to 7)
The messages types are as follows:
1 corresponds to the Welcome message
2 to the Waiting 1 message
3 to the Waiting 2 message
4 to the Deterrence message
5 to the Closing message
6 to the Estimated Waiting Time message
7 to the Customer code message
For example, file 305.wav corresponds to the Closing message for group 3.
Remark:
on starting the Automatic Call Distribution, the system does not contain any messages. To conduct
tests, it is therefore essential to load the default Automatic Call Distribution messages.

3. Select the announcements and click the transfer button (=>). The messages selected are
transferred to the call center.
4. Click OK. The ACD Voice Messages window disappears.
Note 2:
When deleting an announcement, the action is not executed using the transfer button (=>) but using the
delete button (X) instead (this button is only accessible in Delete mode).

5.2.2

Creating Announcement Messages

To create your own announcement messages, you can use the recording software available
on your PC (Window/Accessories/Multimedia/Sound Recorder) or any multimedia application.

5.2.2.1

Recording announcements (.wav) on a PC

Proceed as follows:
1. On your PC, open a recording tool by clicking Start > Programs > Accessories >
Multimedia (or Entertainment) > Sound Recorder. The following window is displayed:

In order to record the message, your computer must be fitted with a sound card.
Otherwise, a message informs you that the recorder is operating in restricted mode.

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2. If the sound card is available and configured, start to record your message by clicking on
the red button in the bottom right of the window.
3. To stop the recording, click the rectangular button.
4. To check and listen to the recorded message, click the triangular button.
5. If you are happy with the message, record it by clicking File > Save. Give it a file name
and check the message format.
Caution:
announcements must have the format CCITT A-law/-law 8 KHz, 8 bits, mono. The
announcements created must have the same name as the default messages.

6. If the format is not correct, click Change and select the format CITT A-law/-law 8 KHz, 8
bits, mono. Click OK to confirm and OK again to save the message.

5.2.2.2

Recording Automatic Call Distribution messages using a phone set

You can record Automatic Call Distribution messages using a 4035 (Advanced) telephone or
any one of the following telephones: 8038 Premium DeskPhone, Alcatel-Lucent IP Touch
4038 Phone, 8039 Premium DeskPhone, Alcatel-Lucent 4039 Digital Phone; 8068 Premium
DeskPhone and Alcatel-Lucent IP Touch 4068 Phone. A special menu allows you to record
each announcement message for each Automatic Call Distribution group. To access this
menu:

5.2.2.3

on a 4035 (Advanced) telephone, follow the path System/install/voice/Automatic Call

Distribution,

on a 8038 Premium DeskPhone, Alcatel-Lucent IP Touch 4038 Phone, 8039 Premium

DeskPhone, Alcatel-Lucent 4039 Digital Phone, 8068 Premium DeskPhone, or
Alcatel-Lucent
IP
Touch
4068
Phone,
follow
the
path
Menu/operator/Advanced/Voice/Automatic Call Distribution.

Converting an announcement file

If the format of your file is not compatible, convert it using the following procedure:

5.2.2.4

Open the .wav file to be modified in Sound Recorder and click File > Properties to check
the file format.

If the format shown is different from CCITT A-Law/-law 8 kHz, 8 bits, mono, click Convert
Now.... A window opens; select the format CCITT A-Law or CCITT -law and click OK to
confirm.

Save your file.

Recording Automatic Call Distribution messages using a professional studio

For optimum quality, the services of a professional recording studio should be used. If this
option is chosen, observe the file format required.

5-4

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The Agent Assistant is a user interface available on the agent's PC. By associating agents'
telephone sets with their PCs, they have a user-friendly working environment in which to
manage their sets.
The main services provided by the Agent Assistant application are:
-

Agent status: defines if the agent is ready to receive calls

Call visualization: the current call information is displayed

Traffic visualization: the Agent Assistant displays traffic information on ACD groups

Call Log: the history of received calls are displayed, with the possibility to call the customer

The possibility for the agent to perform internal/external calls

Customer information: the customer information can be displayed and modified

Agent parameters: the agent can defined his/her working environment including assigned
ACD groups if the administrator gives this right

The ACD administrator uses the Agent Assistant application to modify agent rights.
For more information on Agent Assistant operating mode, refer to the user manual: Call Center
Agent Assistant application.

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The call server keeps a database of daily statistics on groups, agents, lines (also called ACD
ports) and calls over a period of 14 months.
The Statistics application is used to access this information and present it in the form of tables
and/or graphs.
The main services provided by the Statistics application are:
-

Display of statistics as: graphs, periods of time, absolute values, or percentages

Configuration of the frequency with which statistics are compiled

Configuration of the graph appearance

Configuration of statistic parameters

Configuration of the parameters for automatic printing

For more information on the Statistics application, refer to the user manual: Call Center Statistics Application.

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The Supervisor application is used to view real-time information on Call Center activity. This
information is presented in a graphical interface on supervisor PCs.
The main services provided by the Supervisor application are:
-

Monitoring of Call Center activity:

Agent status and activity
Group status and activity (supervision of ACD calls)

Configuration of Call Center activity:

Modification of agent status
Modification of group status
Assignment of agents to groups
Modification of agents belonging to groups

Customization of the display of the Supervisor main window

Logs are stored in FIFO Buffer on PowerCPU EE with 2000 entries maximum

No hard disk is necessary when PowerCPU board is used

Logs are available on supervisor application

For information on the Supervisor application, refer to the user manual: Call Center Supervisor Application.

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Overview
Trace files can be used to obtain information on agent activity or calls.
This information is provided to assist the installer in setting up the ACD. In particular, it
provides a list of the latest events related to agents and the ACD calls received.
Trace files are continuously activated, and their size is limited to approximately 100 kbytes.
The files are regularly emptied of their content. The traces are in the form of letters and
headings, in French only.
Important:
the format of trace files can be changed at any time by the manufacturer, without notice or
guarantees in terms of syntax and/or content.

9.1.1

DISPLAYING ACD AGENT TRACE MESSAGES

To access the trace file of ACD agents, select the path OMC / Call Distribution Services /
ACD-SCR services and click the File of ACD Agents icon.

Each line displayed represents an action related to an agent or group. Information is provided
on the following:
-

yyyy/mm/dd: the message date

hh:mm:ss: the message time

P or G: P for Agent Set and G for ACD Group

Note:
If P is used, the syntax is shifted to the right.

AG:: Agent xx-yyy where xx is the agent identifier (1 to 32) and yyy is the agent set
number.

The letters S, H, A, O, D, N, X, P, B, F and G represent one of the statuses an agent can

have. The possible statuses are as follows:
S: start of service
H: end of service
A: temporary absence
O: busy, out of ACD service
D: agent available again
N: no answer
X: anomaly
P: busy with outgoing call
B: double call
F: false call
G: agent re-assigned(G). G is followed by the group number (0 to 7)

a, b, c : show the group status: forced opening of the group (a), end of status forcing (b),

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forced closure of the group (c).

The figure below shows an example of an ACD Agents trace file.

9.1.2

DISPLAYING ACD CALL TRACE MESSAGES

To access the trace file of ACD calls, select the path OMC / Call Distribution Services /
ACD-SCR services and click the File of ACD Calls icon.

Each line displayed represents a call. Information is provided on the following:

9-2

yyyy/mm/dd: the call date

hh:mm:ss: the call time

A: ACD

V: the ACD port number

G: the number of the group called (1 to 8); the number of the assigned group which
answered the call

Ag: the number of the assigned group which answered the call, followed by the set number
of the agent who answered the call

Oc: the total busy time from the agent picking up the call to the end of the communication
in seconds (busy time = routing time + conversation time)

Ah: the routing time in seconds ( welcome VP (duration) + At + Sn)

At: the queuing time

Sn: the ringing time of the agent set included in the routing time, in seconds

Cv: the conversation time in seconds

S, D, A, F, f, R, Q and X show one of the statuses that a call can have. The possible
statuses are as follows:
S: answered
D: deterred
A: abandoned by the caller
F: closure on time slot
f: forced closure

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R: routed to the transfer number

Q: the caller voluntarily left the queue
T the timeout /Max Delivery Time/ expired and the call has been redistributed from the
queue to deterrence
X: anomaly in routing the call

Ia: the agent identifier (1 to 32)

Qlf: definition of call types

The figure below shows an example of an ACD Calls trace file.

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