Alcatel OmniPCX Enterprise User manual

ALC ETL
Alcatel OmniPCX Enterprise
SECTION
RSI
Ed.03

ALC ETL
Alcatel OmniPCX Enterprise
Section - RSI
Section - RSI
SUMMARY
RSI
Overview ........................................................................................................... . 3
1. Overview.................................................................................................. . 3
Architecture ....................................................................................................... . 5
1. Basic RSI architecture............................................................................... . 5
2. RSI architecture integrating an SSBD ...................................................... . 6
Detailed description .......................................................................................... . 7
1. Overview.................................................................................................. . 7
2. RSI operation ........................................................................................... . 7
3. Features available to RSI agents and supervisors .................................. .15
4. RSI supervision from the CCS application................................................ .17
5. The SSBD in the RSI environment ............................................................ .18
Configuration procedure ................................................................................... .27
1. Overview.................................................................................................. .27
2. Principle for configuring the RSI in the OmniPCX Enterprise.................. .27
3. Declaring the RSI entry point................................................................... .28
4. Declaring the ACD authorized phone sets dedicated to the RSI
agents and supervisors........................................................................... .30
5. Selecting the substitute or standard mode for the RSI agents................ .30
6. Declaring the RSI agent domains and skills ........................................... .31
7. Configuring the voice guides that can be used for the RSI ..................... .31
8. Declaring the RSI agents and supervisors............................................... .32
9. Configuring the parameters specific to the RSI agents and
supervisors.............................................................................................. .34
10. Declaring the RSI processing groups..................................................... .36
11. Assigning the agents and supervisors to the RSI processing
groups ..................................................................................................... .36
12. Declaring the virtual hybrid link ........................................................... .37
13. Configuring the SSBD............................................................................. .38
Maintenance...................................................................................................... .39
1. RSI defense .............................................................................................. .39
2. RSI maintenance commands.................................................................... .40
3. SSBD maintenance................................................................................... .42
Ed.03 Ref.3EU19919ENAA .1

ALC ETL
Alcatel OmniPCX Enterprise
Section - RSI
.2 Ref.3EU19919ENAA Ed.03

ALC ETL
Alcatel OmniPCX Enterprise
Section - RSI RSI
Overview
44A01906500A000AAEN
RSI
Overview
Edition: 03
1. Overview
The RSI (Routing Service Interface) is an OmniPCX Enterprise interface for voice call processing
which 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 Enterprise
incoming 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 or
external) 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 the
OmniPCX Enterprise, or by a "Desktop agent" CTI application.
- Performing back-ups on the OmniPCX Enterprise CCD if the network goes down or when
there is no Genesys server
- Synchronizing the OmniPCX Enterprise RSI objects with those of the Genesys suite using a
Two-Way Synchronization Server (SSBD).
To do this, the RSI uses the advantages of OmniPCX Enterprise CCD agent features and the call
routing, statistics, and customization capacities of Genesys solutions.
Ed.03 Ref.3EU19919ENAA .3

ALC ETL
Alcatel OmniPCX Enterprise
RSI Section - RSI
Overview
.4 Ref.3EU19919ENAA Ed.03

ALC ETL
Alcatel OmniPCX Enterprise
Section - RSI RSI
Architecture
44A01906500A301AAEN
RSI
Architecture
Edition: 03
1. Basic RSI architecture
CSTA
RSI
Telephone
services
Tserver
IRD / URS
OmniPCX Enterprise
Genesys Suite
Call incoming
to 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 to
incoming 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 be
applied to incoming calls
•URS (Universal Router Server): the module in charge of executing the routing strategies
associated 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 [Interactive
Voice Response], etc) resources to the Genesys suite, so that the routing strategies can be
applied to incoming calls.
Messages between the RSI and the Genesys suite are exchanged by the CSTA services.
Ed.03 Ref.3EU19919ENAA .5

ALC ETL
Alcatel OmniPCX Enterprise
RSI Section - RSI
Architecture
2. RSI architecture integrating an SSBD
A Two-Way Synchronization Server or SSBD can be added to the previous basic configuration. The
SSBD is a PC application operating in a Windows 2000 environment. Its role is to synchronize the
OmniPCX Enterprise RSI objects with those of the Genesys suite.
The SSBD is connected to the Genesys suite and the OmniPCX Enterprise via the following interfaces:
-ACAPI (Alcatel Configuration Program Interface), which allows the OmniPCX Enterprise RSI
objects 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 the
OmniPCX 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 started
and stopped
-SCS (Solution Control Server), which sends a start or stop request to the LCA with the SSBD
parameters
-LCA (Local Control Agent), which starts or stops the SSBD using the parameters provided by the
SCS.
Figure 1 : SSBD architecture
Config Server
Genesys suite
OmniPCX
Enterprise
RSI
Tserver
SCI
SCS
LCA
Genesys suite
SSBD
CFGLIB
ACAPI
Synchro Server
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ALC ETL
Alcatel OmniPCX Enterprise
Section - RSI RSI
Detailed description
44A01906500A042AAEN
RSI
Detailed description
Edition: 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 Genesys
documentation.
2. RSI operation
2.1. Types of calls to the RSI
External user
In communication OmniPCX Enterprise
RSI
1
2
Internal user
External user
Internal user
Public
network
Call in the RSI
2
There are several types of calls to the RSI:
1: Calls to the RSI initiated by an internal user1in communication with an external user (RSI consul-
tation call before transfer). During the consultation call, the internal user can request the following
from RSI:
1The internal user can also be an agent or an attendant.
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ALC ETL
Alcatel OmniPCX Enterprise
RSI Section - RSI
Detailed description
- Information on an RSI agent, and transfer of the external user to this agent, if desired. If the call is
transferred, the transfer is said to be supervised2
- Direct transfer of the external user without waiting for the RSI agent response. In this case, the
transfer is said to be blind2.
2:Cal
ls to the RSI initiated by an internal 1or external (direct RSI call)user.
Warning:All internal calls to the RSI, whether direct or following a consultation call, requires the use
of a virtual hybrid link in the OmniPCX Enterprise.
2.2. Incoming calls to the RSI
OmniPCX Enterprise
Genesys
solution
Back-up CCD
or RSI group
RSI
SET_FEATURE_ROUTING_ENABLE
Call in the RSI
In its capacity as the point of entry for calls, the RSI is considered to be a routing point by the Genesys
environment and is therefore controlled by the Tserver. The RSI supports the registration service of the
routing 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 ( 1in the following figure). This
applies 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 in
the 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 is
sent to the Genesys suite via the Tserver (in 1).
2Transfers from consultation calls are configured in system management.
3An RSI can be supervised (Monitor) by several Tservers, but activated (Enable)byonlyone.
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ALC ETL
Alcatel OmniPCX Enterprise
Section - RSI RSI
Detailed description
OmniPCX Enterprise
CCiVR or
others
Back-up CCD
or others
2
3
14
5
7
6
Genesys
solution
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:
-2Routing to an available local agent or business set
-3Routing to an available network or external agent or business set
-4Parking on an OmniPCX Enterprise voice guide
-5Request for DTMF transmission acknowledgement by the OmniPCX Enterprise
-6Routing to another destination (local, network, external, CCiVR).
Routing mechanisms are the same whether the agent and/or the RSI is local or remote. The CSTA
services used are the same.
Note:A timer is activated as soon as the call arrives in the RSI (RSI overflow timer). If no action has
been performed by the URS when this timer elapses, the call is distributed to the overflow address
associated with this timer (back-up CCD, etc) (in 7).
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ALC ETL
Alcatel OmniPCX Enterprise
RSI Section - RSI
Detailed description
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
RouteEnd
Genesys
solution
RSI
Agent 1
Back-up CCD
or others
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 rung
Note:If the agent does not answer when the Ringing overflow timer elapses, the call is distributed
to 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 in
communication 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:
Placeabrokercallwiththetwocallers
Initiate a conference
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ALC ETL
Alcatel OmniPCX Enterprise
Section - RSI RSI
Detailed description
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 route
this type of call it sends an end of service (ROUTE_END) notification to the Tserver. The RSI informs
the calling party that their call is now seen as an RSI consultation call before blind transfer. The
calling party can either:
•Canc
el 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 and
an 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 and
there is no script is attached to it, the Tserver sends an end of service (ROUTE_END) notification
to the RSI. The RSI distributes the call to the overflow address associated with the timer (back-up
CCD [local or network], etc).
2.3.2. Rerouting calls to agent
OmniPCX Enterprise
5
3
2
RouteEnd
Genesys
solution
Reroute Request
Route Select Agent 2
RSI
Agent 2
Back-up CCD
or others
Agent 1
1 4
If call routing, as described in the previous paragraph, fails because the selected agent (in 1) cannot
be reached or becomes busy, the REROUTE_REQUEST service searches for another agent. The routing
strategy is:
-2: A new agent search is requested (REROUTE_REQUEST)
-3: A new available agent is selected (ROUTE_SELECT)
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ALC ETL
Alcatel OmniPCX Enterprise
RSI Section - RSI
Detailed description
-4: The agent is rung.
Note:If the agent does not answer when the Ringing overflow timer elapses, the call is distributed
to 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 calls
When all resources are being used, calls cannot be routed to a free agent. Calls are parked in the
URS waiting queues and "busy" processing is applied to them. The routing strategy can:
-Broadcast:
• Hold music
•Avoiceguide
• 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
Genesys
solution
2
1Route Request
Music
Voice guide
RSI
4
3
1. Hold music: hold music is broadcast by the OmniPCX Enterprise. This music is the same for
all languages. When the Tserver receives music processing, it requests the OmniPCX Enterprise
to trigger the voice guide via the CSTA service Generate Telephony Tones 2allowing voice guide
parameters to be transmitted (OmniPCX Enterprise voice guide identification and duration).
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ALC ETL
Alcatel OmniPCX Enterprise
Section - RSI RSI
Detailed description
Whenthevoiceguideends 3, a CSTA notification 4(Telephony Tones Generated) is sent
to 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, connection
of the voice guide is performed by the OmniPCX Enterprise via the CSTA service Generate
Telephony Tones 2that allows voice guide parameters (such as choice of language, whether the
caller can or cannot interrupt by entering a DTMF code on their phone, OmniPCX Enterprise
voice 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. On
request by the Tserver, the tone is generated by the OmniPCX Enterprise when processing is
interpreted 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
Genesys
solution
2
1Route Request
OmniPCX Enterprise
Call Server
Media Gateway
RSI
Linux
4
3
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 2request to the PCX. Data collection is
performed by the OmniPCX Enterprise. When data collection is complete 3,CSTAinformation
containing the data acquired 4is 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 guide
and 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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ALC ETL
Alcatel OmniPCX Enterprise
RSI Section - RSI
Detailed description
2.3.3.4. Routing to an interactive voice server (CCiVR)
OmniPCX Enterprise
Route Request Genesys
solution
Route Select (IVR)
CCiVR
Consultation
Call/TransferCall (Agent)
Agent
2
4
1
RSI
3
Call in the RSI
The routing strategy can route a call to an interactive voice server (CCiVR) when the call is put on hold
by the URS, or in the event of Mandatory Treatment (see note § 2.3.1 : Routing calls to agent). This
feature can be used via the CSTA routing services (Route Request 1and Route Select 2). Access to
the interactive voice server (CCiVR) is controlled by the Tserver 3. Whenanagentbecomesavailable,
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 routing
strategy resumes at the point where transfer to the IVS was performed (Busy Treatment).
2.4. RSI processing groups and agents
2.4.1. Agents
Agents 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 RSI
routing 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 the
RSI before supervised transfer are considered as RSI calls only when the calling party transfers the first
call 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 groups
Depending on whether or not there is a back-up CCD, different types of processing groups must be
created:
-RSI: If there is no CCD, RSI processing groups must be created for agents to be able to log on. In
this 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 processing
group. Beyond this point, any attempt by a new agent to connect to the processing group fails.
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ALC ETL
Alcatel OmniPCX Enterprise
Section - RSI RSI
Detailed description
-RSI with back-up CCD: If a back-up address to a CCD was configured, CCD processing groups
must be created for agents to be able to log on. In this case, agents can receive calls either from
the 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 Enterprise
OmniPCX Enterprise
CCD calls
With back-up CCD :
RSI calls
GT RSI
Without back-up CCD :
RSI
Genesys
solution
RSI calls
CCD PG
RSI
Genesys
solution
3. Features available to RSI agents and supervisors
The RSI provides CCD features on agent and supervisor sets. These features are configured at the RSI
objects 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 is
configured at RSI agent level.
- Automatic voice mail forwarding: see the module CCD - Feature - Specific facilities. This service is
configured at RSI agent level.
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ALC ETL
Alcatel OmniPCX Enterprise
RSI Section - RSI
Detailed description
- Discreet listen (eavesdrop): see the module CCD - Feature - Telephone facilities part 2.This
service 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 any
further 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 or
external 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 configured
at RSI level. The agent can perform this operation either by using the Hold key or by entering the hold
prefix.
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 an
RSI processing group, except for log-on/log-off and withdrawal features.
-Log-on/Log-off
This feature allows an agent to log-on (become available) or log-off (become unavailable) for RSI
call distribution. The service and configuration are the same as for a CCD.
-Withdrawal
This feature allows an agent to withdraw from RSI distribution by using the Withdraw key, dialing
the withdraw prefix, or by the CSTA service. The agent cannot receive RSI calls (unless transferred
by 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 can
withdraw from the group even if RSI calls are not processed or are pending.
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ALC ETL
Alcatel OmniPCX Enterprise
Section - RSI RSI
Detailed description
For other features, refer to the CCD module (the reference is given in the Refer to column in the table
below.
Services Configured at Refer to
Ty p e s o f w it h d r aw a l Agent login processing
group
Withdrawal after log-on Agent login processing
group
Cancellation of forwarding at
log-on
Agent login processing
group
Withdrawal on no answer Agent login processing
group
RSI call release forbidden Agent login processing
group
Automatic headset connection Agent login processing
group
the module CCD - Feature -
Telephone facilities part 1
Manual wrap-up Agent login processing
group
Eternal wrap-up Agent login processing
group
Manual wrap-up in pause
mode
Agent login processing
group
Idle after manual wrap-up
during pause
Agent login processing
group
Outgoing calls forbidden Agent login processing
group
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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ALC ETL
Alcatel OmniPCX Enterprise
RSI Section - RSI
Detailed description
- The RSI objects other than RSI processing groups to be configured.
5. The SSBD in the RSI environment
5.1. Overview
In 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 the
Genesys suite (via the Config Manager Enterprise or CME management tool). When the administrator
configures an RSI object in the OmniPCX Enterprise, the modification must be also be applied in
the Genesys suite and vice versa. The administrator must understand RSI object organization in the
OmniPCX Enterprise and in the Genesys suite.
If the SSBD is introduced into the RSI environment, the administrator does not need to perform both
RSI object configuration operations. The SSBD initiates a process for synchronizing the OmniPCX
Enterprise RSI objects with those of the Genesys suite. If the administrator configures an RSI object
on one side, the SSBD applies the modification to the other side.
5.2. Synchronization process
The 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 the
operating mode.
If the RSI objects on the slave side do not match those on the master side, the SSBD server updates the
slave side. Once synchronization is complete, the OmniPCX Enterprise RSI objects and those of the
Genesys suite are synchronized.
RSI objects
Synchronization (if master PCX)
RSI objects
Synchronization (if master Genesys)
or
OmniPCX Enterprise
Genesys
suite
SSBD
Connection
The RSI objects subject to synchronization are:
- The objects that have a directory number (on OmniPCX Enterprise side) or a DN (on Genesys
side). These are the ACD authorized phone sets, the agents, the RSI processing groups, etc.
-Thevoiceguides
- The skills.
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