ACD Setup Page 1 of 7

ACD Setup

General description
This window is used to define the Automated Call Distribution (ACD) configuration parameters. In
particular it is used to define the number of ACD ports. These virtual terminals (ACD ports) are
associated with handset groups in the PBX.

Tabs description
General

This tab is used to define the number of virtual terminals created when the ACD is created,
Description
the prefix numbers for the agent statuses and the DDI numbers for the agent groups.
Area 1 ACD Ports: Number of ports defined. 16 ACD ports are declared by default.
Services Codes: The list of virtual directory numbers used to notify the agent handset
operating status. The prefixes are programmed in the PBX internal dialing plan and in the
Alcatel OmniTouch Call Center Office. The statuses are:
l on-duty: the agent is assigned to a group and available to take calls.
Area 2 l off-duty: the agent is withdrawn from the groups and unavailable to take calls.
l clerical work: the agent withdraws temporarily from the call distribution chain for
follow-up work.
l temporary absence: the agent withdraws temporarily from the service to take a
break and resumes duty at the end of the break to handle a new call.
ACD Call Numbers: Indicates the available hunting group numbers for the ACD and the
associated direct dialing inward numbers (DDI). Group numbers are selected from the list.
DDI numbers are entered manually.

Area 3
REMARK: DDI numbers are created automatically in the public dialing plan.
The Add key is used to add an entry to the list. The Delete key is used to delete the line
selected in the list.
ACD Group Name: The check boxes enable you to configure the display of group names.
l ACD Mode: when unchecked, changes to Multi-Secretary Mode. ACD mode is used
Area 4 when one DDI number is assigned to a group. Multi-Assistant mode is used when
several DDI numbers are assigned to a unique group.
l Display of ACD group name: is active only when ACD Mode is checked.

ACD Groups

This tab lists the groups where you can create a voice mailbox.

Description
REMARK: If you modify the voice mailboxes, you must regenerate the ACD profiles.

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Indicates the number of the group you want to select.

All: selects all the groups. All the boxes are automatically checked.
None: all the boxes are unchecked.
Comment: contains the actions that must be carried out on the voice mailboxes:

Content l New: creates a new voice mailbox.

l Delete: deletes a voice mailbox and the associated virtual terminal.

REMARK: the number of the associated voice mailbox corresponds to the virtual
terminal's number.

ACD Profiles

This tab is used to create ACD user profiles using information in the ACD groups tab. These
Description
profiles are then used in the Agents/Supervisors tab.
Agent profile: 4 CTI keys are created, one for each status.
Supervisor profile: 0 to 8 Voice mail function keys are created (one key for each voice
mailbox defined in the ACD groups tab). 4 CTI keys are also created if you select the Add
service keys option.
Content These modifications will only take effect if you select the option Yes, regenerate the
profiles as shown below.
If you have modified the voice mailboxes (in the ACD Group tab) or checked the Add
service keys box, you must either regenerate the profiles to take account of the new
numbers, or manually modify the ACD profiles in the existing terminals, to guarantee
compatibility with the numbers of the defined email boxes.

Agents/Supervisors

This tab is used to assign ACD profiles to agents and supervisors. These profiles are
Description
regenerated in the ACD Profiles tab.
The Agents Sets and Supervisors sets areas enable you to define the agent and supervisor
handsets, to which ACD profiles will be assigned.
The Apply ACD Profiles to sets checkbox is used to:
l modify the keys of all the agent or supervisor sets using the terminal ACD profiles, if
Content the type of set is supported.
l modify the rights of all the agents or supervisors using the service category ACD
profiles.
l modify dynamic routing which is then deleted for local calls.
Note: a Basic SIP Phone cannot be used as an ACD agent set or a supervisor set.

ACD-SCR Services

General description

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This window is used to define the general parameters, channel parameters and agent parameters for
Automated Call Distribution (ACD) and Smart Call Routing (SCR).

Functions description
General parameters

Description Used to define the ACD parameters.

General: used to configure the ACD general parameters.
Groups 1 - 4: used to define parameters for groups 1 to 4.
Groups 5 -8: used to define parameters for groups 5 to 8.
Content Types: used to define the calls of agents by type.
Exceptional days: used to define Exceptional days.
SCR: used to define SCR plannings and error management destination number.
Maintenance: used to reset the database by clicking OK and to reset the ACD.

Smart Call Routing

Used to define Line & SCR parameters.

Description
REMARK: For more details, refer to the Expert Documentation.

This function is used to:

1. Define or modify the incoming call numbers that will be routed by ACD or SCR.
l It is possible to type in only the last few digits of the number, instead of the whole
number. It is possible to select groups.

if you type in 40xx, assuming x corresponds to all digits from

EXAMPLE: 0 to 9, all numbers from 4000 to 4099 will be dedicated to
routing to the selected application.
Content
l The requested number associated with an application can be received by all or only
some of the channels. Analysis can be conducted on all the channels or just some of
them.
l If a number received is not shown in the list, an error message appears in the log
file.
2. Redirect incoming phone calls to local or distant phone numbers.
3. Program several numbers to carry out analyses (e.g. of the country code, region code or
part of the number).
4. Import data from a database or export it to a spreadsheet (e.g. Excel).

Agent parameters

Used to define agent parameters.

Description
In order to synchronize the ACD and the PCX, the ACD must be restarted after
REMARK:
agent parameters have been changed.

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This function is used to define:

l the agent number (1 to 32),
l the group s/he belongs to (1 to 8),
Content l a rank,
l a station number,
l the agent name,
l the operating status of his/her station,
l the status of force automatic call answer feature (as of OmniPCX Office RCE R9.1).

File of ACD calls

Description Used to display a log file of ACD calls.

File of ACD agents

Description Used to display a log file of ACD agents and their station's operating status.

ACD Voice messages

General description
This window is used to select the Automated Call Distribution (ACD) voice messages to be used by the
system, and to transfer audio files (containing the voice messages) to or from the system, or to delete
audio files from the system.
The ACD voice messages exist in the system as a set of six audio files (of the .wav format) for the
different call handling stages. The seven messages (with their maximum durations) are:

Voice Maximum
Description
Message Duration
Welcome Broadcast when the caller arrives in the group. 60 seconds
Waiting 1 Broadcast once, when the caller joins the queue. 60 seconds
Waiting 2 Continuously broadcast after the first waiting message. 300 seconds
Dissuasion Broadcast when the queue is full. 60 seconds
Broadcast when the caller arrives in the group, to indicate the group is
Closing 60 seconds
closed
Broadcast to indicate to the caller that they are likely to have a certain
Estimated
minimum waiting time before the call is answered (for example, 'You may 60 seconds
waiting time
have more than 5 minutes to wait before your call is answered').
Allows the customer to provide an identifying number terminated with the
Customer
'#' DTMF code. Once the customer is identified, a pop up window 60 seconds
Code
containing information about him is automatically displayed.

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In fact, you can store up to 8 such sets in the system, referred to as ACD groups 1 to 8.
This window allows you to perform a transfer or delete action on the selected voice messages among the
eight groups. In the case of the transfer of audio files to the system, all the audio files must be located
in the same source folder on the local PC. The folder must be specified in this window and OMC then
simultaneously transfers all the selected audio files from this folder to the system. Similarly, when
transferring audio files from the system to the PC, the selected audio files are simultaneously transferred
to a common destination folder on the PC.
Each audio file is uniquely identified using a special 3-digit number: the first digit indicates the group
number, the second is always a 0, and the third digit corresponds to the message's number in the group
as follows:
l 1 Welcome message
l 2 Waiting 1 message
l 3 Waiting 2 message
l 4 Dissuasion message
l 5 Closing message
l 6 Estimated waiting time message
l 7 Customer code message
For example, file 305.wav corresponds to the closing message for group 3.
You can create your own voice message messages using recording software available on your PC. It is also
possible to record voice messages from one of the installed telephone handsets, e.g. by recording
Information Messages (MMC handset/Instal/VMU/List/Select messages 1 to 50/record). These messages
can then be transferred to the PC by means of OMC (OMC/Voice application/info messages).
For further information on ACD voice messages and the audio files accepted, see Audio Files for ACD
Voice Messages.

Restrictions
In transferring an audio file to the system, the file must be a .wav file. No other audio file format is
accepted. Also refer to the encoding guidelines provided in Audio Files for ACD Voice Messages.
The maximum possible durations of the different voice messages are detailed above.
When the PowerCPU board is used, the full ACD voice message functionality is only available in systems
which contain a hard disk. Systems without a hard disk allow only one group of ACD voice messages:
group 1. In this case, only ACD group 1 is accessible in this window.
When the PowerCPU EE board is used, the full ACD voice message functionality is available.
In order to transfer audio files, OMC must be in online mode (connected to the system) - the transfer
option is not available in offline mode. Also, this option is only available when using OMC in Expert
mode.

Options description
ACD Groups

This area is used to select voice messages among the ACD group(s), and to choose an action
from:
l Transfer to or from the system the audio files that contain the selected voice
messages.

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l Transfer the default messages provided with the OMC tool.

l Delete from the system the audio files that contain the selected voice messages.
These operations are performed on all the selected voice messages at the same time.
Description Therefore, the corresponding audio files will be either simultaneously transferred or
deleted.
When an audio file is already present in the system, this is indicated in the matrix by the
following icon:
To select the voice messages to be actioned, for each message check the matrix cell
corresponding to the relevant ACD group and call handling stage. Alternatively, note that:
l You can select all voice messages for a particular ACD group by clicking on the tab
for that group along the top of the matrix.
l You can select all voice messages for a particular call handling stage (across all
groups) by clicking on the tab for that stage down the left side of the matrix.
l You can select all voice messages by clicking the upper left corner.
Content The type of action is selected using the Mode key:
l To select the Transfer action, click on the Mode key so that 'Mode: Transfer' is
shown to the left of the key. In addition, if you want to transfer the default voice
messages, check the Default Messages box; if you want to transfer custom
messages, uncheck the Default Messages box.
l To select the Delete action, click on the Mode key so that 'Mode: Delete' is shown to
the left of the key.
Each of these modes has its own icon.

Transfer selected messages

This area allows you to initiate the required action on the selected voice messages - that
is, a transfer or deletion. See also the description of buttons, below.
Description
In the case of a transfer, the area is also used to specify the folder for the audio files to be
transferred either from the local PC to the pbx or from the pbx to the PC.
Transfer to this directory
This field is used to specify the destination path and folder on the local PC when
transferring custom audio files from the system to the PC.
When transferring audio files to the system, this field must be left blank.
Load from this directory and transfer
Content This field is used to specify the source path and folder on the local PC when transferring
audio files from the PC to the system.
This field must be filled in when transferring custom audio files, but is not required when
transferring the default audio files. The default messages are sent to the system when the
Default Messages checkbox is checked.
When transferring audio files from the system, this field must be left blank.

Buttons description

This button is used to transfer the selected audio files from the system to the folder
specified in the field Transfer to this directory.
This is a copy process - the audio files are not deleted from system.

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This button is used to transfer to the system the selected audio files in the folder specified
in the field Load from this directory and transfer, or the default audio files if the Default
Messages checkbox is checked.

This button is used to search for a folder containing the relevant audio files.

This button is used to delete the selected audio files from the system.
Note that Delete mode must have been selected in the ACD groups area. The fields Transfer
to this directory and Load from this directory and transfer are not used and can be left
blank.

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