Alcatel OmniTouch Contact Center
Premium Edition
Agent Remote Extension configuration
And
Business Agent set restrictions
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Alcatel OmniTouch Contact Center
Premium Edition
CONTENTS
1.
AGENT REMOTE EXTENSION
EXTENSION CONFIGURATION.........................
CONFIGURATION......................... 3
1.1.
1.1.
Remote Extension general description ....................................................
.................................................... 3
1.2.
Objects involved in the Premium agent on Remote Extension .................. 3
1.3.
Configuration................................
Configuration................................................................
.........................................................................................
......................................................... 4
1.3.1.
User Remote Extension ................................................................................................... 4
1.3.2.
Virtual Z Ghost Remote................................................................................................... 4
1.3.3.
Remote extension test ..................................................................................................... 4
1.4.
In the OTCCPE environment ................................................................
...................................................................
................................... 5
1.5.
Agent logon on Remote Extension phone set ..........................................
.......................................... 5
1.5.1.
From the VisualCC .......................................................................................................... 6
1.5.2.
From the Business Service............................................................................................... 6
1.6.
2.
Troubleshot ................................................................
............................................................................................
............................................................ 8
BUSINESS AGENT SETS RESTRICTIONS................................
RESTRICTIONS.......................................
....................................... 9
2.1.
List of Business sets supported................................
supported ................................................................
................................................................ 9
2.2.
Business device features restrictions .......................................................
....................................................... 9
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1.
AGENT REMOTE EXTENSION CONFIGURATION
1.1.
Remote Extension general description
A remote extension is an internal user from the OmniPCX Enterprise. This extension is a relay to
another external number.
T2
OXE
ISDN
Remote extension user: 15961
"Remote extension number":
00606123456
Mobile number
0606123456
A local call to the user 15961 routes the call to the Remote extension number, which correspond, to
the mobile number.
To route the call to the mobile, the OXE need a Virtual Z Ghost Remote extension. This number is
used during the call establishment, and then this user becomes idle for another call.
1.2.
Objects involved in the Premium agent on Remote Extension
1
The external mobile number: This is the agent mobile phone.
2
Z Ghost Remote extension: This user is used to established outbound call.
3
The Remote Extension user: This is the internal user associated to the mobile phone by
configuration. The Remote Extension is used for outbound call to the mobile phone.
4
The abbreviated number: The object is used when the mobile phone call the DISA prefix to
make the automatic substitution.
5
Prefix DISA Remote Extension: This is a specific prefix for automatic substitution for Remote
Extension user.
6
Business Service: Used by local user to activate agent state. Logon / Logoff / Withdrawal /
Cancel Withdrawal.
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1.3.
Configuration
2 extensions must be created:
−
The internal Remote Extension user link to the mobile.
−
The Virtual Z Ghost Remote extension.
1.3.1.
User Remote Extension
Create: Users
Directory Number
Directory name
Shelf Address
Board Address
Equipment Address
Set Type
ACD station
:
:
:
:
:
+
+
15961
Remote_Extension_Mobile
255
255
255
Remote extension
NO
Go down hierarchy
Consult/Modify: Remote extension
Directory Number
: 15961
Remote extension number : 00606123456
1.3.2.
Virtual Z Ghost Remote
Create: Users
Directory Number
Directory name
Shelf Address
Board Address
Equipment Address
Set Type
Ghost Z
Ghost Z Feature
1.3.3.
:
:
:
:
:
+
+
+
15962
ZGhost_for_REX
255
255
255
ANALOG
True
Remote extension
Remote extension test
Test the remote extension; we need to call the internal remote extension user. The Remote extension
number must rings.
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1.4.
In the OTCCPE environment
From the VisualCC, you must add the remote extension in the RSI_SynchroServer Range, and add
the Remote Extension set type.
From the VisualCC the remote extension number is in the phone set list:
We can identify remote phone in the "mobile" column with a dedicated icon.
1.5.
Agent logon on Remote Extension phone set
To logon an agent on this kind of extension, we must create an agent with the new agent category:
Agent on Mobile / Business set.
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Note
This agent only exists on the OTCCPE Server, and doesn’t exist in the OXE part. This agent is not
present in the RSI_SynchroServer range.
There are three possibilities to logon the agent.
−
From the VisualCC
−
From the Business Service
−
From the GAD
1.5.1.
From the VisualCC
From the agent configuration window, tab Action on Agents.
Agent group must be filled, depending of the agent configuration.
The Phone set is filled with the remote extension. The remote corresponds to an ACD authorized set
for a normal agent.
The Login is possible.
1.5.2.
From the Business Service
To call the Business Service the caller must be a known caller from the OXE database. It means
that only local user can call the business Service. Therefore an automatic substitution is needed.
An agent on a mobile phone must call the OXE and be identify before calling the Business Service.
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1.5.2.1. Configuration
1.5.2.1.1. Trunk group
The parameter Trunk group used in DISA must be set to TRUE.
Trunk Group / Go down hierarchy
Consult/Modify: Trunk Group
Trunk group used in DISA
+ YES
1.5.2.1.2. Prefix Remote Extension DISA
Translator / Prefix Plan
Create: Prefix Plan
Number
Prefix Meaning
: 15951
+ Remote Extension DISA
1.5.2.1.3. Abbreviated Numbering
If we want that the external mobile number is automatically identify, it must exist in the numbering
plan table.
Consult/Modify: Direct
Direct Abbr.No Prefix
Directory name
Call Number
External DISA Dir.No.
Abbrev.No Pref.
: 15082
: -------------------: 00606123456
: 15961
External DISA Dir.No.
Correspond to the remote extension user.
1.5.2.1.4. Automatic DISA Substitution
The parameter allows the user making a DISA call externally to be automatically substituted on his
internal set without any intervention on his part.
Consult/Modify: DISA Parameters
System_Option + Automatic DISA Substitution
Automatic DISA Substitution + Without code
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1.5.2.2. Usage
From the mobile, call the Prefix Remote Extension DISA, and then by DTMF code call the Business
Service. The procedure is the same in the Business Service then for other Business set phone set.
If the agent is not already logged on when calling the business service, the agent must dial his agent
number (except if it is associated to a remote extension in the configuration and if the ‘force agent
number input at login’ parameter is not checked), then dial the end key sequence. If the end key
sequence is not dialed, the collect digit ends after the digit collect timeout.
If the agent is already logged on and ready when calling the business service, the agent has the
choice to dial ‘1’ to activate withdrawal or ‘5’ to logout.
If the agent is already logged on and not ready when calling the business service, the agent has the
choice to dial ‘1’ to cancel withdrawal or ‘5’ to logout.
By default the voice guides for choices when agent is ready and choices when agent is not ready are
not managed. Record the voice guides, create the voice guides in the OXE, add them in the VG
range in System parameters configuration and assign them to the business service.
1.6.
Troubleshot
To be able to create a user type remote extension, an OPS lock is mandatory: 308 Remote
extensions.
Before calling the Prefix remote extension DISA, it’s better to verify that if the mobile agent calls a
normal user in the OXE, on the phone set display; we can see the external Directory Name. The call
is not answered. From the ISDN key on the phone set, it must be possible to callback the mobile by
the soft key.
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2.
BUSINESS AGENT SETS RESTRICTIONS
2.1.
List of Business sets supported
All Pro-ACD devices are excluded.
Supported phone sets are the following:
• Remote Extension
• IP Touch 4008
• DECT
• Mobile IP Touch
• NOE 4018/4019
• NOE 4028/4029
2.2.
Business device features restrictions
Business set support feature in OmniTouch Contact Center Premium Edition allows Agent to work
with Business devices. Nevertheless, not all business features are available:
−
Twin-set feature is not supported
−
Boss/Secretary feature is not supported
−
Roaming and Campus feature of DECT are not supported
−
Immediate forward on Set used by an Emulated agent is not supported. In such a case, the
call is never delivered to the agent set (like for an OXE agent), but to the forward address. In this
case, there is no monitoring/reporting information available. Moreover, as this agent will quickly
obtain the longest idle time, all distributed calls will be routed to this agent. Notice also, that if
the forward address is busy, during a distributed call to agent, the call is queued but quickly
dropped.
−
Forward on no reply is supported but with following way of running: The call is first delivered to
the set and follows the forward; it is seen as a refused call in the agent’s monitoring and
reporting. The case of a forward to a new service works and is seen as a new call. The forward
to the same service or on another business set is reported as a ringing rotation.
−
Forward on busy is supported because in that case no call is distributed on the business set while
agent is busy.
−
Do not disturb feature is not supported.
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