omnipcx enterprise manual

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Alcatel OmniPCX Enterprise

SECTION

RSI

Ed.03

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Section - RSI

Section - RSI

SUMMARY

RSIOverview ........................................................................................................... . 3

1. Overview.................................................................................................. . 3Architecture ....................................................................................................... . 5

1. Basic RSI architecture............................................................................... . 52. RSI architecture integrating an SSBD ...................................................... . 6

Detailed description .......................................................................................... . 71. Overview.................................................................................................. . 72. RSI operation ........................................................................................... . 73. Features available to RSI agents and supervisors .................................. .154. RSI supervision from the CCS application................................................ .175. The SSBD in the RSI environment ............................................................ .18

Configuration procedure ................................................................................... .271. Overview.................................................................................................. .272. Principle for configuring the RSI in the OmniPCX Enterprise.................. .273. Declaring the RSI entry point................................................................... .284. Declaring the ACD authorized phone sets dedicated to the RSI

agents and supervisors........................................................................... .305. Selecting the substitute or standard mode for the RSI agents................ .306. Declaring the RSI agent domains and skills ........................................... .317. Configuring the voice guides that can be used for the RSI ..................... .318. Declaring the RSI agents and supervisors............................................... .329. Configuring the parameters specific to the RSI agents and

supervisors .............................................................................................. .3410. Declaring the RSI processing groups..................................................... .3611. Assigning the agents and supervisors to the RSI processing

groups ..................................................................................................... .3612. Declaring the virtual hybrid link ........................................................... .3713. Configuring the SSBD............................................................................. .38

Maintenance...................................................................................................... .391. RSI defense .............................................................................................. .392. RSI maintenance commands.................................................................... .403. SSBD maintenance................................................................................... .42

Ed.03 Ref.3EU19919ENAA .1



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Section - RSI

.2 Ref.3EU19919ENAA Ed.03



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Section - RSI RSIOverview

44A01906500A000AAEN

RSIOverviewEdition: 03

1. Overview

The RSI (Routing Service Interface) is an OmniPCX Enterprise interface for voice call processingwhich improves integration of the Genesys Suite in the OmniPCX Enterprise environment. The Ge-nesys suite is a CTI application for call centers that allows routing strategies for OmniPCX Enterpriseincoming calls to be configured.

The main services provided by the RSI are:

- Routing calls to "non agent" sets

- Delivering calls to an available OmniPCX Enterprise call center agent (local, network orexternal) using CSTA call routing services

- Connecting to voice guides and detecting DTMF transmissions for a given call

- Presenting real-time and deferred data provided by the Genesys and Alcatel modules

- Providing ACD capacities to telephony features. These services can be controlled either by theOmniPCX Enterprise, or by a "Desktop agent" CTI application.

- Performing back-ups on the OmniPCX Enterprise CCD if the network goes down or whenthere is no Genesys server

- Synchronizing the OmniPCX Enterprise RSI objects with those of the Genesys suite using aTwo-Way Synchronization Server (SSBD).

To do this, the RSI uses the advantages of OmniPCX Enterprise CCD agent features and the callrouting, statistics, and customization capacities of Genesys solutions.




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RSI Section - RSIOverview




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Section - RSI RSIArchitecture

44A01906500A301AAEN

RSIArchitectureEdition: 03

1. Basic RSI architecture

CSTA

RSI

Telephoneservices

Tserver

IRD / URS

OmniPCX Enterprise

Genesys Suite

Call incomingto the RSI

The RSI architecture is organized around the following two components:

- The Genesys suite, which provides the following modules for the RSI:

� Tserver (CTI Server): the module in charge of transmitting the information messages related toincoming calls (requests/responses) from the RSI to the Genesys suite and vice versa.

� IRD (Interaction Router Designer): the interface in charge of editing the routing strategies to beapplied to incoming calls

� URS (Universal Router Server): the module in charge of executing the routing strategiesassociated with incoming calls.

- The RSI, installed in the PCX and in charge of:

� Receiving incoming calls

� Providing the internal (agents, voice guides, DTMF detectors, etc) or external (IVR [InteractiveVoice Response], etc) resources to the Genesys suite, so that the routing strategies can beapplied to incoming calls.

Messages between the RSI and the Genesys suite are exchanged by the CSTA services.




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RSI Section - RSIArchitecture

2. RSI architecture integrating an SSBD

A Two-Way Synchronization Server or SSBD can be added to the previous basic configuration. TheSSBD is a PC application operating in a Windows 2000 environment. Its role is to synchronize theOmniPCX Enterprise RSI objects with those of the Genesys suite.

The SSBD is connected to the Genesys suite and theOmniPCX Enterprise via the following interfaces:

- ACAPI (Alcatel Configuration Program Interface), which allows the OmniPCX Enterprise RSIobjects to be extracted and then trasmitted to the Genesys suite for synchronization.

- CFGLIB, which allows the Genesys suite RSI objects to be extracted and then transmitted to theOmniPCX Enterprise for synchronization.

As for the other Genesys suite servers, the SSBD also uses the following interfaces for correct operation:

- SCI (Solution Control Interface), which controls the interface from which the SSBD is startedand stopped

- SCS (Solution Control Server), which sends a start or stop request to the LCA with the SSBDparameters

- LCA (Local Control Agent), which starts or stops the SSBD using the parameters provided by theSCS.

Figure 1 : SSBD architecture

Config Server

Genesys suite

OmniPCXEnterprise

RSI

Tserver

SCI

SCS

LCA

Genesys suite

SSBD

CFGLIB

ACAPI

Synchro Server




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Section - RSI RSIDetailed description

44A01906500A042AAEN

RSIDetailed descriptionEdition: 03

1. Overview

The document describes:

- RSI operation

- The features available to RSI agents and supervisors

- SSBD integration in the RSI environment.For more information on Genesys modules (Tserver, IRD and URS), refer to the corresponding Genesysdocumentation.

2. RSI operation

2.1. Types of calls to the RSI

External user

In communicationOmniPCX Enterprise

RSI1

2

Internal user

External user

Internal user

Publicnetwork

Call in the RSI

2

There are several types of calls to the RSI:1 : Calls to the RSI initiated by an internal user1 in communication with an external user (RSI consul-tation call before transfer). During the consultation call, the internal user can request the followingfrom RSI:

1 The internal user can also be an agent or an attendant.




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RSI Section - RSIDetailed description

- Information on an RSI agent, and transfer of the external user to this agent, if desired. If the call istransferred, the transfer is said to be supervised2

- Direct transfer of the external user without waiting for the RSI agent response. In this case, thetransfer is said to be blind2.

2 : Calls to the RSI initiated by an internal 1 or external (direct RSI call) user.

Warning: All internal calls to the RSI, whether direct or following a consultation call, requires the useof a virtual hybrid link in the OmniPCX Enterprise.

2.2. Incoming calls to the RSI

OmniPCX Enterprise

Genesyssolution

Back-up CCDor RSI group

RSI

SET_FEATURE_ROUTING_ENABLECall in the RSI

In its capacity as the point of entry for calls, the RSI is considered to be a routing point by the Genesysenvironment and is therefore controlled by the Tserver. The RSI supports the registration service of therouting point SET_FEATURE_ROUTING_ENABLE that enables the Main Tserver to identify itself with res-pect to the RSI3. If there is no TServer implementing the RSI, or if the link with the TServer is inoperative,the call is immediately routed to the overflow address configured in the RSI (back-up CCD, RSI group).

Otherwise, a route request is sent to the Genesys suite via the Tserver ( 1 in the following figure). Thisapplies to direct RSI calls and RSI consultation calls before supervised transfer.

RSI consultation calls before blind transfer are in the Call Consultation state as soon as they arrive inthe RSI. During this phase, the calling party can:

- Cancel the consultation call and return to the initial communication

- Transfer the caller to the RSI. In this case, the calling party can hang up, and a route request issent to the Genesys suite via the Tserver (in 1 ).

2 Transfers from consultation calls are configured in system management.3 An RSI can be supervised (Monitor) by several Tservers, but activated (Enable) by only one.




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OmniPCX Enterprise

CCiVR orothers

Back-up CCDor others

2

3

14

5

7

6

Genesyssolution

Local agent

RSI Remote agent(external or network)

DTMF detection

Voice guide

Call in the RSI

The incoming call is assigned one of the following routing methods by the URS:

- 2 Routing to an available local agent or business set

- 3 Routing to an available network or external agent or business set

- 4 Parking on an OmniPCX Enterprise voice guide

- 5 Request for DTMF transmission acknowledgement by the OmniPCX Enterprise

- 6 Routing to another destination (local, network, external, CCiVR).

Routing mechanisms are the same whether the agent and/or the RSI is local or remote. The CSTAservices used are the same.

Note: A timer is activated as soon as the call arrives in the RSI (RSI overflow timer). If no action hasbeen performed by the URS when this timer elapses, the call is distributed to the overflow addressassociated with this timer (back-up CCD, etc) (in 7 ).




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2.3. Calls distribution in the RSI

2.3.1. Routing calls to agent

2.3.1.1. Principle

OmniPCX Enterprise

3

2

Route Request

Route Select Agent 1

4

1

RouteEndGenesyssolution

RSI

Agent 1


The procedure for routing a call in the RSI to an agent is:

- 1 : An available agent is searched (ROUTE_REQUEST)

- 2 : An available agent is selected (ROUTE_SELECT)

- 3 : The agent is rungNote: If the agent does not answer when the Ringing overflow timer elapses, the call is distributedto the overflow address associated with the timer (back-up CCD, etc) unless it is a consultation call.

- 4 : An end of service notification (ROUTE_END) is sent.Note: Processing can also be applied outside a routing block (Mandatory Treatments).

2.3.1.2. Additional information on RSI consultation calls before supervised transfer

1. Before stage 2 , the calling party is no longer in communication with the RSI but directly incommunication with the selected agent. When the agent set rings, the calling party can either:

� Transfer the first caller to the rung agent

� Wait for the call with the agent to be established. The calling party can then:

Place a broker call with the two callers

Initiate a conference




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Cancel the conference

Transfer the agent to the first caller

Cancel the consultation call with the agent and return to the first caller.

2. Before stage 2 , and when the RSI overflow timer elapses, if the URS is not configured to routethis type of call it sends an end of service (ROUTE_END) notification to the Tserver. The RSI informsthe calling party that their call is now seen as an RSI consultation call before blind transfer. Thecalling party can either:

� Cancel it and return to the initial call

� Transfer the call to the RSI. In this case, a ROUTE_REQUEST is sent to the Genesys suite andan available agent is searched (stage 1 ).

3. At stage 2 , if the URS is configured to route this type of call but the RSI overflow timer elapses andthere is no script is attached to it, the Tserver sends an end of service (ROUTE_END) notificationto the RSI. The RSI distributes the call to the overflow address associated with the timer (back-upCCD [local or network], etc).

2.3.2. Rerouting calls to agent

OmniPCX Enterprise

5

3

2

RouteEndGenesyssolution

Reroute Request

Route Select Agent 2

RSI

Agent 2


Agent 1

1 4

If call routing, as described in the previous paragraph, fails because the selected agent (in 1 ) cannotbe reached or becomes busy, the REROUTE_REQUEST service searches for another agent. The routingstrategy is:

- 2 : A new agent search is requested (REROUTE_REQUEST)

- 3 : A new available agent is selected (ROUTE_SELECT)




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- 4 : The agent is rung.Note: If the agent does not answer when the Ringing overflow timer elapses, the call is distributedto the overflow address associated with the timer (back-up CCD, etc), unless it is a consultation call.

- 5 : An end of service (ROUTE_END) notification is sent.

2.3.3. Parking callsWhen all resources are being used, calls cannot be routed to a free agent. Calls are parked in theURS waiting queues and "busy" processing is applied to them. The routing strategy can:

- Broadcast:

� Hold music

� A voice guide

� A busy, silent, or ring tone.

- Acquire DTMF transmissions

- Broadcast a voice guide and acquire DTMF transmissions simultaneously

- Route to an interactive voice server (CCiVR).During any of the above, the initiator of a consultation call before supervised transfer can:

- Transfer the call to the RSI

- Cancel the consultation call and return to the initial call.

2.3.3.1. Broadcasting hold music, a voice guide, or a tone

OmniPCX Enterprise

Generate Telephony Tones

Telephony Tones Generated

Tone

Genesyssolution

2

1 Route Request

Music

Voice guide

RSI

43

1. Hold music: hold music is broadcast by the OmniPCX Enterprise. This music is the same forall languages. When the Tserver receives music processing, it requests the OmniPCX Enterpriseto trigger the voice guide via the CSTA service Generate Telephony Tones 2 allowing voice guideparameters to be transmitted (OmniPCX Enterprise voice guide identification and duration).




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When the voice guide ends 3 , a CSTA notification 4 (Telephony Tones Generated) is sentto the URS via the Tserver.Any OmniPCX Enterprise voice guide can be used.

2. Voice guide: voice guide broadcast is sent by the URS. On request by the Tserver, connectionof the voice guide is performed by the OmniPCX Enterprise via the CSTA service GenerateTelephony Tones 2 that allows voice guide parameters (such as choice of language, whether thecaller can or cannot interrupt by entering a DTMF code on their phone, OmniPCX Enterprisevoice guide identification) to be transmitted. When the voice guide ends 3 , a CSTA notification

4 (Telephony Tones Generated) is sent to the URS via the Tserver.

3. Busy, silent, or ring tone: the routing strategy can broadcast a busy, silent, or ring tone. Onrequest by the Tserver, the tone is generated by the OmniPCX Enterprise when processing isinterpreted by the URS. When the PCX finishes generating the tone 3 , a CSTA notification 4

(Telephony Tones Generated) is sent to the URS via the Tserver.

2.3.3.2. Acquisition of DTMF transmissions

DTMF detection

Start Data Collection

Data Collected 1, 3, 5 ...8

Genesyssolution

2

1 Route Request

OmniPCX Enterprise

Call Server

Media Gateway

RSI

Linux

43

On DTMF transmission, the codes are collected (on Tserver request) by the OmniPCX Enterprise,using its internal resources.The Tserver sends a CSTA service Start Data Collection 2 request to the PCX. Data collection isperformed by the OmniPCX Enterprise. When data collection is complete 3 , CSTA informationcontaining the data acquired 4 is sent to the URS via the Tserver.

Note: If data acquisition cannot be performed, the request is refused.

2.3.3.3. Acquisition of DTMF transmission + broadcast of a voice guide

The routing strategy can simultaneaously broadcast a voice guide and acquire DTMF transmissions.The voice guide is stopped as soon as the first DTMF digit is detected. Connection to the voice guideand detection of DTMF transmission are performed (on Tserver request) by the PCX via the CSTA ser-vices Generate Telephony Tones and Start Data Collection (see above sections and figures).




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2.3.3.4. Routing to an interactive voice server (CCiVR)

OmniPCX Enterprise

Route RequestGenesyssolutionRoute Select (IVR)

CCiVR

ConsultationCall/TransferCall (Agent)

Agent

2

4

1RSI

3

Call in the RSI

The routing strategy can route a call to an interactive voice server (CCiVR) when the call is put on holdby the URS, or in the event of Mandatory Treatment (see note § 2.3.1 : Routing calls to agent). Thisfeature can be used via the CSTA routing services (Route Request 1 and Route Select 2 ). Access tothe interactive voice server (CCiVR) is controlled by the Tserver 3 . When an agent becomes available,the call is sent to this agent by the Tserver via the CSTA service ConsultationCall/TransferCall 4 .Note: If no agent is released and the IVS scenario is for transfer to the same RSI, then the routingstrategy resumes at the point where transfer to the IVS was performed (Busy Treatment).

2.4. RSI processing groups and agents

2.4.1. AgentsAgents are declared RSI agents when they enter an RSI processing group following the Log-on ope-ration. Agents declared as RSI agents have access to RSI features (Log-on/Log-off, withdrawal, etc.)available to them, as described in § 3.2 : Agent or supervisor features associated with an RSI proces-sing group.A call is defined as an RSI call when it is distributed according to a Genesys routing strategy from an RSIrouting point to an RSI agent. In this case, the RSI agent can access the RSI features (Pause, Wrap-up,etc) as described in § 3.1 : RSI agent and supervisor basic features. However, consultation calls to theRSI before supervised transfer are considered as RSI calls only when the calling party transfers the firstcall to the RSI agent. Until the transfer occurs, RSI features are not available to the calling party.Note: A CCD agent can also log on and enter an RSI processing group and thus receive RSI calls.

2.4.2. Processing groupsDepending on whether or not there is a back-up CCD, different types of processing groups must becreated:

- RSI: If there is no CCD, RSI processing groups must be created for agents to be able to log on. Inthis case, except for private calls, the only calls that can be received by these agents are RSI calls.Important: There cannot be more than 100 agents simultaneously logged on an RSI processinggroup. Beyond this point, any attempt by a new agent to connect to the processing group fails.




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- RSI with back-up CCD: If a back-up address to a CCD was configured, CCD processing groupsmust be created for agents to be able to log on. In this case, agents can receive calls either fromthe Genesys routing strategy (RSI calls), or from the CCD distribution matrix (back-up).Note: RSI processing groups can also be used for agents not processing back-up.

OmniPCX EnterpriseOmniPCX Enterprise

CCD calls

With back-up CCD :

RSI callsGT RSI

Without back-up CCD :

RSI

Genesyssolution

RSI calls

CCD PG

RSI

Genesyssolution

3. Features available to RSI agents and supervisors

The RSI provides CCD features on agent and supervisor sets. These features are configured at the RSIobjects level: routing points, processing groups, agents or supervisors.

3.1. RSI agent and supervisor basic features

The RSI agent and supervisor features are:

- Transaction code

- Automatic wrap-up

- Pause

- Consultation call/transfer/conference/pick-up

- Manual hold/retrieve (resume).

The following features (identical to those of CCD agents or supervisors) apply to RSI agents or super-visors:

- Agent presentation guide: see the module CCD - Feature - Specific facilities. This service isconfigured at RSI agent level.

- Automatic voice mail forwarding: see the module CCD - Feature - Specific facilities. This service isconfigured at RSI agent level.




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- Discreet listen (eavesdrop): see the module CCD - Feature - Telephone facilities part 2. Thisservice is configured at RSI supervisor level.

3.1.1. Transaction code

This feature allows an agent to identify the last call by a sequence of digits entered at call completion.This feature is configured at RSI level.The parameters for the transaction code are:

- The number of digits in the transaction code (1 to 15)

- A transaction code entry timer.

During this operation, the agent is considered to be busy and cannot take a call.

3.1.2. Automatic wrap-up

Wrap-up automatically allows an agent to be inaccessible after completing an RSI call (not take anyfurther incoming calls during the following period) so as to be able to work on the call just completed.The duration of wrap-up is configured at RSI level.

3.1.3. Pause

Pause allows an agent to be unavailable for RSI calls. During pause, the agent can receive internal orexternal personal calls. The duration of pause is configured at RSI level.

3.1.4. Consultation call/transfer/conference/pick-up

An agent can make a consultation call, a call transfer, and a conference call on an RSI call.

An agent can pick up an RSI call by entering the direct, group, or processing group call pick-up prefix.

3.1.5. Manual hold/retrieve

An agent can put an RSI call on hold. A guide is then broadcast to the caller. This guide is configuredat RSI level. The agent can perform this operation either by using the Hold key or by entering the holdprefix.

3.2. Agent or supervisor features associated with an RSI processing group

The agent or supervisor features associated with an RSI processing group are identical to those of anRSI processing group, except for log-on/log-off and withdrawal features.

- Log-on/Log-offThis feature allows an agent to log-on (become available) or log-off (become unavailable) for RSIcall distribution. The service and configuration are the same as for a CCD.

- WithdrawalThis feature allows an agent to withdraw from RSI distribution by using the Withdraw key, dialingthe withdraw prefix, or by the CSTA service. The agent cannot receive RSI calls (unless transferredby another agent), but can receive all other types of calls.Note: Unlike a CCD processing group agent, the last agent of an RSI processing group canwithdraw from the group even if RSI calls are not processed or are pending.




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For other features, refer to the CCD module (the reference is given in the Refer to column in the tablebelow.

Services Configured at Refer to

Types of withdrawal Agent login processinggroup

Withdrawal after log-on Agent login processinggroup

Cancellation of forwarding atlog-on

Agent login processinggroup

Withdrawal on no answer Agent login processinggroup

RSI call release forbidden Agent login processinggroup

Automatic headset connection Agent login processinggroup

the module CCD - Feature -Telephone facilities part 1

Manual wrap-up Agent login processinggroup

Eternal wrap-up Agent login processinggroup

Manual wrap-up in pausemode


Idle after manual wrap-upduring pause


Outgoing calls forbidden Agent login processinggroup

the module CCD - Feature -Telephone facilities part 2

4. RSI supervision from the CCS application

If the CCD is used for RSI back-up, the CCS application can be used to supervise real-time RSI proces-sing group data for all types of calls (private, CCD, RSI).The CCS application also allows:

- The RSI processing group parameters to be configured

- Agents and supervisors to be assigned/un-assigned to the RSI processing groups

- Agents and supervisors to be entered/withdrawn from the RSI processing groups.The CCS application does not allow:

- Statistiques on RSI calls to be output




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- The RSI objects other than RSI processing groups to be configured.

5. The SSBD in the RSI environment

5.1. OverviewIn an RSI environment without a Two-Way Synchronization Server (SSBD), the administrator must confi-gure the RSI objects in the OmniPCX Enterprise (via the MGR or 47xx management tool) and in theGenesys suite (via the Config Manager Enterprise or CME management tool). When the administratorconfigures an RSI object in the OmniPCX Enterprise, the modification must be also be applied inthe Genesys suite and vice versa. The administrator must understand RSI object organization in theOmniPCX Enterprise and in the Genesys suite.If the SSBD is introduced into the RSI environment, the administrator does not need to perform bothRSI object configuration operations. The SSBD initiates a process for synchronizing the OmniPCXEnterprise RSI objects with those of the Genesys suite. If the administrator configures an RSI objecton one side, the SSBD applies the modification to the other side.

5.2. Synchronization processThe synchronization process consists in providing the master side with RSI object feedback and ensu-ring they match those of the slave side. The synchronization master is determined depending on theoperating mode.If the RSI objects on the slave side do not match those on the master side, the SSBD server updates theslave side. Once synchronization is complete, the OmniPCX Enterprise RSI objects and those of theGenesys suite are synchronized.

RSI objectsSynchronization (if master PCX)

RSI objectsSynchronization (if master Genesys)

or

OmniPCX Enterprise

Genesyssuite

SSBD

Connection

The RSI objects subject to synchronization are:

- The objects that have a directory number (on OmniPCX Enterprise side) or a DN (on Genesysside). These are the ACD authorized phone sets, the agents, the RSI processing groups, etc.

- The voice guides

- The skills.




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There are two synchronization methods:

- The static mode: In this synchronization mode, any RSI object creation, modification, or deletionrequires the synchronization process to be restarted. The administrator must explicitly or implicitlyindicate the master side.

RSI objectsSynchronization(if master PCX)

RSI objects

OmniPCX Enterprise

Genesyssuite

SSBD

RSI objects RSI objectsSynchronization

(if master Genesys)

OmniPCX Enterprise

Genesyssuite

SSBD

or

- The dynamic mode: In this synchronization mode, the administrator is not required to restartthe synchronization process after RSI object creation, modification, or deletion. The SSBDautomatically initiates the synchronization process each time an RSI object is configured. Inaddition, the administrator can configure the RSI objects on the OmniPCX Enterprise side as wellas on the Genesys side, the master being temporarily the side where the modification is performed.

OmniPCX Enterprise

Genesyssuite

SSBD

RSI objects RSI objectsDynamic synchronization

(two-way)

There are two operating modes:

- The standard mode: In this operating mode, each Agent RSI object must be associated with anACD authorized phone set RSI object. If this is not the case, creating agents not associated withACD authorized phone sets on the OmniPCX Enterprise side does not result in their creation onthe Genesys side when synchronization is running. These RSI objects are incomplete.




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Note: In this mode, an agent can only log on the ACD authorized phone set with which theyare associated.

- The substitute mode: In this operating mode, it is not required to associate the Agent RSI objectwith the ACD authorized phone set RSI object.Note: In this mode, and if the agent is not associated with an ACD authorized phone set, theagent can log on on any ACD authorized phone set.Principle:

Agent logon

Genesys suiteOmniPCX Enterprise

Agent

Pro-ACD Place

Person

Correspondence

Correspondence


Agent

Pro-ACD Place

Person

Correspondence

Agent logon

Correspondence


Agent

Pro-ACD Place

Person

Correspondence

Event feedback

Substitute mode

One of these operating modes is selected in the T-Server on the Genesys side and in system manage-ment on the OmniPCX Enterprise side.

To prevent any conflict while the SSBD synchronizes the RSI objects, the administrator must follow theinstructions and information displayed in the tables in § 5.3 : Correspondence tables: OmniPCX Enter-prise RSI objects and Genesys suite RSI objects.

5.3. Correspondence tables: OmniPCX Enterprise RSI objects and Genesys suite RSIobjects

This correspondence table lists all types of RSI objects that can be configured on the OmniPCX En-terprise side and on the Genesys side. It indicates the parameters to be configured for each. It alsoindicates the correspondence of each OmniPCX Enterprise object on the Genesys side.Note: For more information on the content of the OmniPCX Enterprise RSI objects shown in thetable, refer to the module RSI - Configuration procedure.




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Table 1 : Writing conventions used in the table

ACD authorizedphone set

Type of object

� Access path to the object

qmcdu Parameter subject to synchronization

ACD authorized phoneset

Parameter whose value is entered during object creation only.

(*) Parameter that must be specified. During synchronization, if there is novalue or if it is incorrect, the SSBD deletes the object on the other side.

(**) Specifies the main object when several Genesys suite objects correspondto the same OmniPCX Enterprise object. During synchronization,error messages following synchronization failure and the values of theOmniPCX Enterprise object parameters are returned to this object.

qmcdu Directory number from the installation numbering plan (e.g. 31000).

Table 2 : RSI object correspondence table

OmniPCX Enterprise Genesys suite

Extension� Switches/pabx_name/DNsType = Extension (*) (**)Number= qmcdu (*)Switch Specific Type = 1Alias = Name_FirstName_qmcdu (note 3)

ACD authorized phone set� UsersDirectory Number = qmcdu (*)Directory Name = NameDirectory First Name = First NameACD station = (note 1)- ACD authorized phone set (Pro-ACD)- No (Business)Set Type = 4035T, 4004 or 4037 (note 2)Ghost Z = false (when Set Type = Analog) (*)

Place� PlaceName = qmcduDN list has Extension qmcdu (and no more thanone extension)

Business� UsersDirectory Number = qmcdu (*)Directory Name = NameDirectory First Name = First NameACD station = (note 1)- ACD authorized phone set (Pro-ACD)- No (Business)Set Type = Analog or Reflexes setGhost Z = false (when Set Type = Analog) (*)

Extension� Switches/pabx_name/DNsType = Extension (*) (**)Number= qmcdu (*)Switch Specific Type = 1Alias = Name_FirstName_qmcdu (note 3)




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Ghost Z� UsersDirectory Number = qmcdu (*)Directory Name = NameDirectory First Name= First NameSet Type = Analog (*)ACD station = No (*)Ghost Z = true (*)Vad Use for Ghost Z = true (*)

Extension� Switches/pabx_name/DNsType = Extension (*)Number = qmcdu (*)Switch Specific Type = 4 (*)Alias = Name_FirstName_qmcdu (note 3)

ACD Position� Switches/pabx_name/DNsType = ACD Position (*)Number = qmcdu (*)Alias = Name_FirstName_qmcdu (note 3)Switch specific type = 1 (Agent) or 5 (Supervisor)(*)Register = true (*)Login ID = Agent Login qmcdu (*)State Enabled = true (*)

Agent Login� Switches/pabx_name/Agent LoginsCode = qmcdu (*)

Person� PersonsFirst Name = FirstNameLast Name = NameUser name = Name_FirstName_qmcdu (note 3)Login ID = Agent Login qmcdu (unique) (*)Is Agent = true (*)Employee ID = qmcdu ( (*) in substitute mode)Default place = (note 4)- in standard mode: qmcdu2 (*)- in substitute mode : any value.Skills = AG_ActiveSkillsAnnex/synchro data/inactive skills =AG_InactiveSkills

Agent or Supervisor� UsersDirectory Number = qmcdu (*)Directory Name = NameDirectory First Name = First NameACD station = Agent or Supervisor (*)Set Type = 4035T, 4004 or 4037 (note 2) (*)

� Applications/CCD/CCD Users/Operationsdata managementAssociated phone set = (note 4)- in standard mode : qmcdu2 (*)- in substitute mode : empty or qmcdu2 (*)Skill activation =- Active Skills = AG_ActiveSkills- Inactive Skills = AG_InactiveSkills

Place� Places (note 5)- in Standard Mode:ACD Position 'qmdcu' enabled (*)- in Substitute Mode:ACD Position 'qmcdu' disabled or No ACDposition (*)




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Agent Group� Agent Groups/PG_nameAG_Name (*)

Agent attachment to Processing Groups� List of Attachments

Place Group� Place Groups/PG_nameProAcdQMCDU

ACD Queue� Switches/pabx_name/DNsType = ACD Queue (*)Number = qmcdu (*)Register = falseAlias = PG_name_qmcduAnnex/Synchro Data/Related_type = RSIPG

Place Group� Place GroupsOrigination DNs = ACD Queue numbered'qmcdu' (*)(and no other ACD Queues; There must be onlyone Place Group with this Origination DN)Name = PG_name

Agent Processing Group� Applications/CCD/Processing GroupDirectory Number = qmcdu (*)Name = PG_nameType = Agent

Agent Group� Agent Groups (**)Origination DN = ACD Queue numbered'qmcdu' (*)(and no other ACD Queues; There must be onlyone Agent Group with this Origination DN)Name = PG_name

ACD Queue� Switches/pabx_name/DNsType = ACD Queue (*)Number = qmcdu(*)Register = false(*)Alias = PG_name_qmcduAnnex/Synchro Data/Related_type = RSIPG(*)

RSI Processing Group� Applications/CCD/Processing GroupDirectory Number = qmcdu(*)Name = PG_nameType = RSI

Agent Group� Agent Groups (**)Origination DN = ACD Queue numbered'qmcdu' (*)(and no other ACD Queues; There must be onlyone Agent Group with this Origination DN)Name = PG_name




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RSI Routing Point (internal)� Applications/CCD/RSIRSI Directory Number = qmcdu (*)Directory Name = Name (qmcdu)Node Number = node number of system (*)External routing point = false (*)Application Type= Call Center (*)

Routing Point (internal)� Switches/pabx_name/DNsType= Routing Point (*)Number = qmcdu (*)Register = true (*)Switch specific type = 2 (*)Alias = Name_qmcdu

RSI Routing Point (external)� Applications/CCD/RSIRSI Directory Number = qmcdu (*)Directory Name = Name (qmcdu)Node Number = node number of system (*)External Routing Point = true (*)Application Type= Call Center (*)

Routing Point (external)� Switches/pabx_name/DNsType= External Routing Point (*)Number = qmcdu (*)Register = true (*)Switch specific type = 2 (*)Alias = Name_qmcdu

Skill Domain� Skill DomainSkill domain No. = Domain_NumberName = Domain_Name

Folder� FolderParent Folder = Folder "Skills" (*)Name= Domain_NameAnnex/SynchroData/Pabx_name =Domain_Number

Skill� Skill parametersSkill No. = Skill_Number (*)Skill domain No. = Domain_NumberName = Skill_Name

Skill� SkillsName = Skill_Name (*)Parent Folder= Folder "Domain_Name" (*)Annex/SynchroData/Pabx_name = Skill_Number

Voice Guide� Installation/Voice GuidesVoice guide number = number (*)

Voice Prompt� Voice PromptsName = number (*)

Note 1:

Any Extension DN created on the Genesys side results in a Business set being created and not anACD authorized phone set on theOmniPCX Enterprise side, whether synchronization is initiatedin static (Genesys is the synchronization master) or dynamic mode.

Note 2:

Whatever the type of ACD authorized phone set, its creation on the Genesys side systematically resultsin its creation as 4037 on the OmniPCX Enterprise side.

Note 3:

The rules for creating RSI object aliases on the Genesys side are:

- The alias is Name_FirstName_qmcdu on the Genesys side if the Name and FirstName parametersare not empty on the OmniPCX Enterprise side.




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- The alias is Name_qmcdu on the Genesys side if the FirstName parameter only is empty on theOmniPCX Enterprise side.

- The alias is FirstName_qmcdu on the Genesys side if the Name parameter only is empty on theOmniPCX Enterprise side.

- The alias is qmcdu on the Genesys side if the Name and FirstName parameters are empty on theOmniPCX Enterprise side.

Note 4:

Before completing this field, the current SSBD operating mode (standard or substitute mode) must beknown.

Note 5:

On the Genesys side, the Place object is not part of the object group (Person, Agent Login and ACDPosition) equivalent to the Agent object on the OmniPCX Enterprise side. The Place object is usedto associate or dissociate an RSI agent with an ACD authorized phone set of the installation.Deleting the Agent object does not result in the Place object being deleted on the Genesys side,whether synchronization is initiated in static (OmniPCX Enterprise is the synchronization master) ordynamic mode.




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Section - RSI RSIConfiguration procedure

44A01906500A160AAEN

RSIConfiguration procedureEdition: 03

1. Overview

This module describes the parameters to be configured when commissioning:

- The RSI (see § 2 : Principle for configuring the RSI in the OmniPCX Enterprise)

- The SSBD, if it is present in the RSI environment (see § 13 : Configuring the SSBD).

2. Principle for configuring the RSI in the OmniPCX Enterprise

The administrator must follow the steps listed below to configure the RSI.

1. Declare the RSI entry point (see § 3 : Declaring the RSI entry point).

2. Declare the ACD authorized phone sets dedicated to the RSI agents and supervisors (see § 4 :Declaring the ACD authorized phone sets dedicated to the RSI agents and supervisors).

3. Select the substitute or standard mode for the RSI agents. This is to be configured only if aTwo-Way Synchronization Server (or SSBD) is present in the RSI environment (see § 5 : Selectingthe substitute or standard mode for the RSI agents).

4. Declare the RSI agent domains and skills (see § 6 : Declaring the RSI agent domains and skills).

5. Declare the RSI voice guides (§ 7 : Configuring the voice guides that can be used for the RSI).

6. Declare the RSI agents and supervisors (§ 8 : Declaring the RSI agents and supervisors).

7. Configure the parameters specific to the RSI agents and supervisors (§ 9 : Configuring theparameters specific to the RSI agents and supervisors).

8. Declare the RSI processing groups (§ 10 : Declaring the RSI processing groups).

9. Assign the agents and supervisors to the RSI processing groups (§ 11 : Assigning the agentsand supervisors to the RSI processing groups).

10.Declare, if required, a virtual hybrid link to permit local RSI calls (§ 12 : Declaring the virtualhybrid link).

RSI configuration is performed from the standard mgr or 47xx tool. However, steps 4 and 9 can beperformed from the CCS (Contact Center Supervisor) application.The following information is not included in this document:

- RSI object configuration in the Genesys suite via the CME configuration tool.




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RSI Section - RSIConfiguration procedure

- CCD configuration, if used as RSI backup.

3. Declaring the RSI entry point

Object name: Applications > CCD > RSI

Attributes:

RSI directory number : Enter a directory number compatible with theinstallation numbering plan.

Directory name : Enter the RSI entry point name.

Node number : Enter the number of the local node on which theRSI has been created.Note: this number is visible using the Nodenumber attribute of the Installation object.

RSI connection COS : Enter the connection category used for incomingand outgoing RSI calls.

RSI Feature COS : Enter the facility category used for incoming andoutgoing RSI calls.

Public network COS : Enter the public network access category usedfor incoming and outgoing RSI calls.

Cost Center number : Enter the cost center number indicated onaccounting records (between 0 and 1999).Default value: 255.

Cost/Chargeback COS : Justified (default value). Used for charge ticket(call detail record) emission in standard orbusiness use.

Transaction codeDialing timer

: Enter the time during which an agent can entertheir transaction code at the end of a call.Initial value: 100 (units of 100 ms).The minimum value allowed is 10.

Nb of Transac.CodeDialing Digits

: Enter the number of digits to be entered by theagent for the transaction (or business) code.Possible values:- 0: no transaction code to enter- 1 to 15: number of digits to enter for a

transaction code.

Initial value: 0.




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Time Between Two Calls : Enter the minimum time between two consecutivecalls to an agent.Initial value: 50 (units of 100 ms).0: no pause between calls

Hold On guide number : Enter the number of the guide to be connectedwhen the call is put on hold (0 to 1024).Initial value: 2.

Auto.WrapUp timer : Enter the time required for additional agentwork (automatic wrap-up).Initial value: 6000 (units of 100 ms).0: no automatic wrap-up timer for agents at theend of RSI calls.

RSI overflow timer : Enter the time before back-up in the event of noaction from the URS (units of 100 ms).

RSI overflow address : Directory number of the back-up address.

Entity : Entity number used by the RSI.

Ringing overflow timer : Enter the time at the end of which call ringing isforwarded from the agent (units of 100 ms).Initial value: 0.

Ringing overflowaddress

: Enter a directory number to which the call isto be forwarded when the ringing supervisiontimeout elapses.Note: If no overflow directory number isspecified, the call is forwarded to the RSI.

Language number : Select the desired language.

InterGuide toneNumber

: Enter the number of the tone to be connectedwhen switching from one guide to another (0 to1024). Initial value: 2.

Local Call Authorization : Enter True if internal calls are to be handled.Initial value is False.Note: To permit internal calls, a virtual hybridlink must be configured.

External routing point : Enter False in normal operating mode.Enter True when the RSI is declared as theexternal routing point from the Genesys pointof view.




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RSI Supervised Transfer : Enter True to authorize consultation callsto the RSI before supervised transfer. If thevalue is false, consultation calls to the RSI areconsidered as RSI consultation calls before blindtransfer.

Application Type : Select: Call Center.

4. Declaring the ACD authorized phone sets dedicated to the RSI agents andsupervisors

This operation is the same as that performed for ACD authorized phone sets dedicated to the CCDagents and supervisors. By default for the RSI, the main parameters to be configured for each ACDauthorized phone set are:

Object name: Users

Directory Number : Enter a directory number compatible with the installationnumbering plan.

Shelf Address : Enter the shelf number.

Board Address : Enter the position of the interface board in the shelf.

Equipment Address : Enter the equipment number of the board to which theset is connected.

Set Type : Select:- 4035T- 4004- ANALOG.

ACD station : Select: ACD authorized phone set.

For the remaining parameters, refer to the module CCD - Prior management - § Creating CCD autho-rized phone sets (pro-CCD).

5. Selecting the substitute or standard mode for the RSI agents

Reminder: This operation is to be performed only if a Two-Way Synchronization Server (or SSBD) ispresent in the RSI environment.

Object name: System > Other System Param. > Spec. Customer Features Parameters

ProACD forwarded to agentat logon

: True: substitute mode.

False: standard mode.




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For more information on the meaning of these modes, refer to note 3 at the bottom of the table inthe module RSI - Detailed description - § Correspondence tables: OmniPCX Enterprise RSI objects andGenesys suite RSI objects.

6. Declaring the RSI agent domains and skills

Domain and skill declaration for RSI agents is performed in the same way as for the ACR. Refer to themodule ACR - Management - § Configuring skills.

7. Configuring the voice guides that can be used for the RSI

7.1. Overview

Two types of voice guides are used for the RSI:

- The chained voice guides:

� No. 538: CCD agent presentation guide

� No. 518: CCD waiting-queue-position

� No. 520: RSI Digit Announcement

� No. 534: RSI Waiting time.

To configure chained voice guides, refer to § 7.2 : Configuring the chained voice guides for the RSI.

- Voice guides with dynamic messages. For example, a customized greeting message broadcast tousers when they call the RSI. These voice guides are configured in two steps:

� Creation (refer to the module Voice guides and music-on-hold - Management - § Managingdynamic voice messages),

� Recording (refer to the module Voice guides and music-on-hold - Use - Recording dynamicmessages from a set).

7.2. Configuring the chained voice guides for the RSI

For voice guide No. 538, CCD agent presentation guide:

1. Check that the voice guide exists via System > Voice Guides (consultation mode).

2. If required, modify the voice guide parameters. For more information on their meaning, refer tothe module CCD - Prior management - § Setting common parameters for these guides.

3. Reserve a message (between 4500 and 5499) for the voice guide via System > Dynamic voiceguides > Assignment.Note: The message must be assigned to a board (GPA, etc) for agents to be able to record itfrom thier sets.




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4. Assign the message to the voice guide via Applications > CCD > CCD Users > CCDOperations data management (see § 9 : Configuring the parameters specific to the RSIagents and supervisors).

For voice guide No. 518, CCD waiting-queue-position:


2. If required, modify the voice guide parameters. For more information on their meaning, refer tothe module CCD - Prior management - § Setting common parameters for these guides.

For voice guide No. 520, RSI Digit Announcement:


2. If required, modify the voice guide parameters. For more information on their meaning, refer tothe module Voice guides and music-on-hold - Management - § Managing voice guides.

3. Check the messages assigned to the voice guide per language via System > Voice Guides> Digit Announcement.

4. Record these messages in the same way as for dynamic voice messages:

� Creation (refer to the module Voice guides and music-on-hold - Management - § Managingdynamic voice messages),

� Recording (refer to the module Voice guides and music-on-hold - Use - Recording dynamicmessages from a set).

For voice guide No. 534, RSI Waiting time:


2. If required, modify the voice guide parameters. For more information on their meaning, refer tothe module Voice guides and music-on-hold - Management - § Managing voice guides.

3. Select a voice guide and its duration via System > Voice Guides > Waiting time.

8. Declaring the RSI agents and supervisors

8.1. Principle

To declare the RSI agents and supervisors, follow these steps:

1. Ensure there is an ACD prefix in system management (present if a CCD is configured in theOmniPCX Enterprise). This is required to declare the agents and supervisors.

2. Declare the RSI agents and supervisors.

3. Ensure the agent and supervisor facility category allows the ACD prefix to be used.




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8.2. Configuring the ACD prefixEnsure the ACD prefix is present in the prefix plan from the tree structure Translator> Prefix planusing the parameters presented below. If this is not the case, create it as follows:Object name: Translator > Prefix PlanAttributes:

Number : Enter a number compatible with the installationprefix plan.

Prefix Meaning : Displays: Local Features

Local Features : Displays: ACD prefixes

8.3. Declaring agents and supervisorsThis operation is the same as that performed for the CCD agents and supervisors. By default for theRSI, the main parameters to be configured for each agent or supervisor are:Object name: UsersAttributes:

Directory Number : Enter a directory number compatible with the installationnumbering plan.

Directory name : Enter the name of the agent or supervisor.

Directory First Name : Enter the first name of the agent or supervisor.

Shelf Address : Enter nothing (255 by default).

Board Address : Enter nothing (255 by default).

Equipment Address : Enter nothing (255 by default).

Set Type : Select:- 4035T- 4004- ANALOG.

Tel. Features COS ID : Enter a number between 0 and 31 (0 by default).Note: This number is used to ensure that the agentsand supervisors have the ACD prefix right (see § 8.2 :Configuring the ACD prefix).

ACD station : Select as appropriate: Agent or Supervisor.

For the remaining parameters, refer to the module CCD - Prior management - § Creating agents andsupervisors.

8.4. Configuring the agent and supervisor facility categoryEnsure the ACD prefix is authorized in the phone facility category assigned to the RSI agents and super-visors. This number has been defined for each agent and supervisor during their respective declaration(see § 8.3 : Declaring agents and supervisors).




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Object name: Classes of services > Phone Features Classes of Service

Attribute:

Phone Features Classes of Service :

ACD prefixes : Enter 1 (authorized).

9. Configuring the parameters specific to the RSI agents and supervisors

Object name: Application > CCD > CCD Users > CCD Operations data management

Attributes:

Directory number : Displays the directory number of the selectedoperator (agent or supervisor).

Operator type : Displays as appropriate: Agent or Supervisor.

Associated set : Two options:1. Enter an ACD authorized phone set directory

number (only one per operator). In this case, theoperator cannot choose his physical set at Logon.

2. Leave blank. This permits the operator to choosehis physical set at Logon (initial value).

Important: If the RSI operates with SSBD, select 1.in Standard mode and 2. in Substitute mode.

Presentation message activation : This is used to activate the agent's presentation guidemessage when the agent is called.Leave this attribute at False when no agentpresentation guide message has been recorded andselected for this set.Activation is only required once the voice guidemessage has been recorded and selected. It canbe performed by either:- Setting the attribute to True- Directly from the agent set.

Presentation mess. number : Enter the number of the presentation message(presentation guide message number is between4500 and 5499). The voice message assigned tothe agent must be declared on a GPA for the agentto be able to record it and play it back. Initial valueis 4500.




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Presentation mess. file Nb : Enter the number of presentation guide messagefiles available to the agent. Initial value is 4.

0: The feature is not enabled.

1: The feature is enabled, and the agent hasa voice message number and a voice file. Thenumber of the voice message is determined by theadministrator. The file name of the presentationguide is automatically selected by the system.

2 to 5: the feature is enabled, and the agenthas a voice message number and 2 to 5 voiceguide files. The message number is defined by theadministrator. The presentation guide file namesare created by the agent.

Forwarding activ. on logon/logoff : True: enables forwarding to voice mail to beautomatically activated at logon/logoff. Initial valueis False.

Skill setNote: skills are not transmitted by theURS to perform routing to the agent.

: Use the following commands:- [Add] or [Remove] to insert or remove new skills.- [Next] and [Previous] to scroll through the skills.

Skill No. : Enter the number of the skill to be assigned to theagent (from 0 to 999).0 to 79 correspond to the languages. 80 to 99correspond to the media.

Skill Level : Enter the level required for this skill (1 [novice] to9 [expert]).

Skill activation : True: this skill is taken into account by the RSI whenthere is a call request.

Agent facilities or Supervisorfacilities (depending on the operator)




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Self-assignable agent (for agentonly)

: Used to define the type of agent:- Ordinary agent: set to False. The agent

cannot select their processing group at log-on(processing group is the group in the list ofattachments with the Preferential ProcessingGroup parameter set to True). Initial value.

- Self-assignable agent: set to True. The agentcan select their processing group at log-on(from the list of attachments) if the PreferentialProcessing Group parameter is set to False.Note: A supervisor is always "self-assignable".

Secret code expected (agent orsupervisor)

: Enter True if the agent (or supervisor) must entertheir secret code/password at Log-on or Log-off.Initial value is False.

10. Declaring the RSI processing groups

This operation is the same as that performed for the CCD processing groups. By default for the RSI,the main parameters to be configured for each processing group are:

Object name: Application > CCD > Processing group

Attributes:

Directory number : Enter a directory number compatible with theinstallation numbering plan.

Name : Enter the name of the RSI processing group.

Type : Select: RSI.

The remaining RSI processing group parameters are the same as those of the CCD processing groups.Refer to the module CCD - Management - Part 2 § Agent type processing group for their meaning.Note that the CCD processing groups have more parameters.Note: The options of the parameter Display on agent screen are slightly different: the pilot displayoption in the CCD is replaced by the RSI entry point.

11. Assigning the agents and supervisors to the RSI processing groups

The operation consists in assigning the agent(s) and/or supervisor(s) to an RSI processing group.

1. From the standard mgr or 47xx tool:

Object name: Application > CCD > CCD Users > CCD Operations data management >List of Attachments

Attributes:




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Directory number : Enter the agent or supervisor directory number.

Processing group Number : Enter the processing group directory number.

Repeat the operation for each agent or supervisor to be assigned to an RSI processing group.

2. From the CCS application (only if CCD is also present):

a. From the main CCS window, Configurations menu, select the Processing group andPG_RSI items successively.

b. From the RSI processing group configuration window, select the RSI processing group to whichthe agents and/or supervisors must be assigned from the drop-down menu. Then click on theAgent configuration... button.

c. From the agent configuration window, select the directory All agents on all sites from theleft-hand frame. The list of agents/supervisors is displayed in the following frame.

d. Select one of the agents then, in the frame Attachment PG Agents, select the RSI processinggroup using the Add button.

e. Repeat step d for each agent or supervisor to be assigned to an RSI processing group.

Note: For more information on step d, refer to the module CCS - New Configuration - 2 § Agentconfiguration.

12. Declaring the virtual hybrid link

To allow RSI calls from a local set, create a virtual hybrid link.

1. Object name: Inter-Node Links > Logical Links (ABC-F)

Attributes:

Link Name : Enter the name identifying the link.

Link Type : Select: Hybrid.

Adjacent Node : Enter the number of the local node.Note: The local node number is visible using theNode number attribute under the System object.

Adjacent network : Enter a number other than that of the localnetwork.

Multi access hybrid link : Select True.

2. Declare the virtual hybrid link accesses:

Object name: Inter-Node Links > Logical Links (ABC-F) > Hybrid Link Access

Attributes:




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Access number : Enter the link access number.

Signalling Type : Select: B Channel

Called Number : Leave blank.

Repeat this procedure for the second hybrid link access.

13. Configuring the SSBD

Pre-requisite:

Ensure you have the �47xx alarm licence� in the PCX. By default, this licence is available with the AlcatelOmniVista 4760 application.

Procedure:

The SSBD configuration procedure is described in the documentation provided with the SSBD software.Refer to this documentation to configure the SSBD.

For information:

The following SSBD parameters must be configured:

- The RSI objects subject to synchronization. These are the objects with a directory number (on theOmniPCX Enterprise side) or a DN (on the Genesys side), the voice guides, and the skills.

- The synchronization master (OmniPCX Enterprise or Genesys suite)

- The static synchronization mode (the static mode is required when the SSBD is installed forthe first time).

- The autoenable parameter: In case of a conflict on an object, it is indicated as disabled viaan icon in the Genesys suite CME management tool. When the problem is corrected and if thisparameter is validated, the system automatically enables the object. If this parameter is notactivated, the administrator must activate it manually once the problem is corrected.

Note: Creating, modifying, or deleting an RSI object systematically results in a log file beingcreated after synchronization is performed. Among other things, it indicates whether the RSI objectsynchronization has passed or failed. This log file can be consulted via the SCI (Solution ControlInterface) application.




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Section - RSI RSIMaintenance

44A01906500A400AAEN

RSIMaintenanceEdition: 03

1. RSI defense

The following types of defense are implemented in the RSI:

1. RSI not enabled or monitored, or no strategy linked.Note: The TServer default address is deliberately inoperative for systematic routing to the RSIback-up address. Only the Default destination (URS option) can be used if no strategy wasallocated to the RSI, but this is not recommended.

2. No CSTA server response or associated Tserver response.

3. Tserver fault.

There are two types of configuration to be considered:

� A single TServer

� Two TServers (High Availability configuration):

Hot: If the main TServer is lost during a call, the stand-by TServer takes over, allowingcurrent processing to continue without interruption.

Warm: If the main TServer is lost during a call, the stand-by TServer becomes the mainTServer, and current processing is then lost.

4. Loss of all TServers or the OmniPCX Enterprise CSTA server.

5. OmniPCX Enterprise switchover.

6. Loss of the Tserver / URS link.Note: TServer default address is inoperative

Depending on the case, incoming calls are routed as follows:




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RSI Section - RSIMaintenance

1

2

5

3

Back-up timer

4

Yes

No In compliance with theRSI entity associated with

the call

Back-up address

RSI not enabledor not monitored

or no strategy allocated

No CSTA or associatedTserver response

Loss of TServer:- Single TServer config.- Dual TServer config.

OmniPCXswitchover

Loss of TServer/URS link

6

Deactivation andshutdown of

monitoring for allRSIs

Loss of all TServers orCSTA Server


monitoring of allRSIs monitored by

this TServer


monitoring of allRSIs

CSTA routing servicesAny

OmniPCX addressTServer

RSI back-up Adress

Addressmanaged in the RSIassociated with the

call

Current processingcontinues

Current processing lost

Switchover toTServer 2

Switchover toTServer 2

High Availaibility HotConfiguration

High Availaibility WarmConfiguration

2. RSI maintenance commands

Two maintenance commands are used for the RSI:

- Pilot2a

- ccdn.

2.1. CSTA Pilot2aThe CSTA tool pilot2a allows (with the set_feature and route_select commands) the routing ofrequest data to be checked and a routing report to be obtained.Enter the command pilot2a -h followed by the OmniPCX host.Enter the command set_feature RSI number routing 1.




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Section - RSI RSIMaintenance

localhost> set_feature 7100 routing 1-- host : sent SetFeature 0xd84 on mcdu "7100" (rose-id=3 host=0)localhost>localhost> X10 is route_request

Call the RSI, then enter the command route_select X10 followed by the target, followed by 1.localhost> route_select X10 7000 1|Invoke: SER_ROUTE_REQUEST (rose-id=5897 host=0)| cstaSearCrid=117559046=0x701cf06 || cstaSearRoid=5897=0x1709 || Connection 1 : (call=21,neqt=463,type=TYPE_PROVIDED:4) || Connection 2 : (call=0,neqt=0,type=TYPE_NOT_PROVIDED) || (L)Device 1 : "7100" || (PRIVATE) (L)Device 2 : "7002" || cstaSearFilt=0x00000000 0x00000000 || Feature : ident=0 invoke=0 val1=0 val2=0 |

localhost>host : sent route select on Xref 117559046 (rose-id=7 host=0)

If the target is accessible, the ROUTE_END_REQUEST information is returned.localhost>Invoke: SER_ROUTE_END_REQUEST (rose-id=5898 host=0)| cstaSearCrid=117559046=0x701cf06 || cstaSearRoid=5898=0x170a || Connection 1 : (call=0,neqt=0,type=TYPE_NOT_PROVIDED) || Connection 2 : (call=0,neqt=0,type=TYPE_NOT_PROVIDED) || (L)Device 1 : ABSENT || (L)Device 2 : ABSENT || cstaSearFilt=0x00000000 0x00000000 || Feature : ident=0 invoke=0 val1=0 val2=0 |

2.2. ccdn

The command ccdn is used to check:

- Monitoring (Monitor) of the RSI (identified when monitored by the letter T) by one or moreTservers (an RSI can be monitored by several TServers)

- Activation (Enable) of the RSI (identified when enabled by the letter T) by a TServer (an RSI canonly be enabled by a single TServer).

Enter the command ccdn -d followed by the RSI number.localhost>ccdn —d 7100--------------------------------------------------------------------------------------| Addres : 7100 |Lognum : 0 |--------------------------------------------------------------------------------------| Name : RSI | Type : Local | Prefix : | Node : 7 |--------------------------------------------------------------------------------------| Exploitation Category : 0 | Connection Category : 0 || External Category : 0 | Taxation Category : Justified|| Transactation Code Dial. Timer : 100 | Language : 1 || Hold on guide number : 2 | Wrap Up Time : 6000 || Overflow Time Out : 150 | Overflow Address : || Cost Center : 255 | Pause Time : 50 |




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RSI Section - RSIMaintenance

| Entity Number : 0 | Digit nb for Transaction Code : 0 || Ringing Overflow Address : | Ringing Overflow Time Out : 6000 || Enable : T | Monitor : T || Inter Guide : 28 | Local Control Authorization TRUE |--------------------------------------------------------------------------------------| CALLER'S LIST || ------------- ||Head = -1 | Last = -1 | Nb = 0 |NbMax = 52 |--------------------------------------------------------------------------------------| NO CALLER |--------------------------------------------------------------------------------------

3. SSBD maintenance

3.1. Modifying the SSBD configuration parameters

Any change to the SSBD configuration parameters is dynamically applied.

3.2. Viewing the SSBD activity

Any SSBD activity generates a log file that can be consulted via the SCI (Solution Control Interface) ap-plication. Among other things, it indicates the status of the synchronization performed by the SSBD assoon as an RSI object is created, modified, or deleted on any side (OmniPCX Enterprise or Genesyssuite).

If an RSI object synchronization fails, alarm messages are returned at the object level and can beconsulted via the CME (Config Manager Enterprise) configuration tool. From the CME main window,go to the configuration parameters of the concerned object, then to the <Annex> part to display them.Note: By default, the <Annex> part is not visible. To display the <Annex> part, from the View menu,select Option and then activate The Show Annex Tab in objects properties option.




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Documents

rsi supervision

rsi processinggroups

rsi environment

rsi operation

rsi defense

rsi agents andsupervisors

basic rsi architecture

rsi agent domains