8al 22030 4822 Uuzza 01

Alcatel-Lucent Enterprise Communication
Solutions
OpenTouch Customer Service 8.2 step 2.1
OmniPCX Enterprise deployment scenarii
J. Wagner
August 2014
ALCATEL-LUCENT
Copyright 2014 Alcatel-Lucent. All rights reserved.
Page 1 / 58
-Copyright Alcatel-Lucent 2000-2014. All rights reserved

Passing on and copying of this document, use and communication of its contents not permitted
without written authorization from Alcatel-Lucent.
Notice:
While reasonable effort is made to ensure that the information in this document is complete and accurate
at the time of printing, we cannot assume responsibility for any errors. Changes and/or corrections to the
information contained in this document may be incorporated into future issues.
Who Should Use this Document?
As an introductory offer, this document can be used by Alcatel-Lucent vendors, clients, partners and
associates involved with the implementation of Alcatel-Lucent OpenTouch Customer Service solution.
ALCATEL-LUCENT
Page 2 / 58
Document history
Edition
ed01
ALCATEL-LUCENT
Date
Action
Author
August 2014
Creation
J. Wagner
Note
DRAFT : Scenarios expected to be Supported for
OTCS 8.2 step 2.1
RSI scenarios
OXE Agent features
Other Inbound and Outbound scenarios
Page 3 / 58
Table of Content
1
Scope of this document ................................................................................................8
OTCS-OXE Inbound voice call scenarios (using OXE-RSI) .......................................................9

2.1
Receive voice call : Arrival on OXE-RSI ..................................................................... 10
2.1.1
Routing Script usage ........................................................................................ 10
2.1.2
Default Routing usage ...................................................................................... 11
2.2
OTCS OXE-RSI integration known Restrictions / Limitations ............................................ 11
2.3
OXE-RSI Media Operations available ........................................................................ 12
2.3.1
Playing a Voice Guide ...................................................................................... 12
2.3.2
Collecting Digits ............................................................................................. 12
2.4
Scenario 1 : Targetting Business Set ........................................................................ 13
2.5
Scenario 2 : Targetting RSI Agent ........................................................................... 13
2.6
Scenario 3 : Targetting OTCS SIP-IVR ....................................................................... 13
2.7
Scenarios extension for OXE networking support ......................................................... 14
2.8
OTCS - RSI Defence and Overflow mechanisms ........................................................... 15
2.8.1
RSI Defence : RSI Overflow Address ..................................................................... 15
2.8.2
RSI Defence : CCD backup use ............................................................................ 16
2.8.3
OTCS Defence with Default Routing : Campaign Distribution Overflow ........................ 17
2.8.4
OTCS Defence with Routing Script : Campaign Distribution Overflow .......................... 17
2.8.5
OTCS Defence : No Open Campaign found for OXE-RSI call ......................................... 18
2.9
Configuration Requirements .................................................................................. 18
2.9.1
OXE-RSI configuration ...................................................................................... 18
2.9.2
RSI or CCD Agent Processing Group configuration ..................................................... 19
2.9.3
CCD Agent Processing Group configuration ............................................................. 19
2.9.4
OXE Agent configuration ................................................................................... 19
2.9.5
CSTA configuration ......................................................................................... 19
2.9.6
OTCS-Agent Campaign configuration .................................................................... 20
2.9.7
CCD Pilot configuration .................................................................................... 20
2.10
Supervised transfer on RSI : Limitations ................................................................... 20
Outbound Predictive with distribution to OXE-RSI ............................................................ 22
OTCS-OXE Agent Features........................................................................................... 23

4.1
OXE Transaction Code / OTCS Outcomes .................................................................. 24
4.2
OXE Automatic Wrap-Up / OTCS Wrap-Up ................................................................. 24
4.3
OXE Pause........................................................................................................ 25
ALCATEL-LUCENT
Page 4 / 58
4.4
RSI Ringing Overflow (Call Rotation) / OTCS Campaign RONA ......................................... 25
4.5
OXE Manual Wrap-Up .......................................................................................... 26
4.6
OXE Manual Wrap-Up in Pause ............................................................................... 26
4.7
OXE Pause after Manual Wrap-Up in Pause ................................................................ 26
4.8
OXE Eternal Wrap-Up .......................................................................................... 26
4.9
Help request by agent during ACD call ..................................................................... 27
4.10
Help request by agent during private call ................................................................. 27
4.11
Supervisor monitoring features .............................................................................. 28
4.12
Agent presentation guide ..................................................................................... 29
4.13
Withdrawal ...................................................................................................... 29
4.14
Reason code for withdrawal .................................................................................. 29
4.15
Withdrawal after logon ........................................................................................ 29
4.16
Withdrawal on No answer ..................................................................................... 29
4.17
Agent Logon ..................................................................................................... 30
4.18
Agent Logoff ..................................................................................................... 30
4.19
Supervisor Logon ............................................................................................... 30
4.20
Supervisor Logoff ............................................................................................... 31
4.21
Processing Group Entry/Exit (OXE Supervisor) ............................................................ 31
4.22
Direct CCD call .................................................................................................. 31
4.23
Outgoing CCD call .............................................................................................. 31
4.24
CCD Partial withdrawal ........................................................................................ 32
4.25
Outgoing call forbidden ....................................................................................... 32
4.26
Release incoming ACD Call Forbidden ...................................................................... 32
4.27
Call pick-up ...................................................................................................... 32
4.28
OXE Supervisor call / OTCS Supervisor help ............................................................... 32
4.29
CCD Withdrawal of last agent in group unauthorized .................................................... 33
4.30
CCD Logoff of last agent in group unauthorized .......................................................... 33
Appendix : Other Inbound / Outbound scenarios ..................................................................... 34

5
OTCS-OXE Inbound voice call scenarios (OTCS SIP-IVR) ...................................................... 35

5.1
Receive voice call : Arrival on SIP-IVR ...................................................................... 36
5.2
Scenario 1 : Targeting Business set (Queuing done by OTCS SIP-IVR) ................................. 37
5.3
Scenario 2 : Targeting a Logged In CCD/RSI Agent (Queuing done by OTCS SIP-IVR) .............. 38
5.4
Scenario 3 : Targeting a CCD Pilot (Queuing done by CCD) ............................................. 38
5.4.1
5.5
Scenario extension for voice call blending support ................................................... 38

Scenario 4 : Targeting a RSI (Queuing done by RSI) ...................................................... 39
ALCATEL-LUCENT
Page 5 / 58
5.6
5.6.1
Scenario 1 : Targeting Network Business set (Queuing done by OTCS SIP-IVR) .................. 40
5.6.2
Scenario 2 : Targeting a Network Logged In CCD Agent (Queuing done by OTCS SIP-IVR) ..... 41
5.6.3
Scenario 3 : Targeting a Network CCD Pilot (Queuing done by CCD) .............................. 41
5.6.4
Scenario 4 : Targeting a Network RSI (Queuing done by RSI) ....................................... 41
5.7
5.7.1
5.7.2
Rerouting Processing Group configuration (for SIP-IVR).............................................. 41
5.7.3
5.7.4
5.7.5
5.7.6
SIP configuration ............................................................................................ 42
5.7.7
CSTA configuration ......................................................................................... 42
OTCS-OXE Inbound voice call scenarios (OTCS TDM-IVR) .................................................... 43

6.1
Receive voice call : Arrival on TDM-IVR .................................................................... 44
6.2
Scenario 1 : Targeting Business set (Queuing done by OTCS IVR) ..................................... 45
6.3
Scenario 2 : Targeting a Logged In OXE Agent (Queuing done by OTCS IVR) ........................ 45
6.4
Scenario 3 : Targeting a CCD Pilot (Queuing done by CCD) ............................................. 46
6.5
6.6
6.6.1
6.6.2
CCD IVR Processing Group configuration ................................................................ 47
6.6.3
6.6.4
6.6.5
OTCS-OXE Outbound voice call scenarios ....................................................................... 48

7.1
Preview / Power dial (from Agent) ......................................................................... 48
7.2
Predictive using OTCS Call Classifier ....................................................................... 49
7.2.1
Safe harbor message ....................................................................................... 50
7.2.2
Scenario 1a / 1b : Targeting an OXE Agent............................................................. 50
7.2.3
Scenario 2 : Targeting a Business set .................................................................... 50
7.3
Outbound IVR (Power dial from OTCS SIP-IVR) ............................................................ 51
7.3.1
Scenario 1 : Targeting a CCD Pilot ....................................................................... 52
7.3.2
7.3.3
ALCATEL-LUCENT
Page 6 / 58
7.3.4
7.4
Scenario 4 : Targeting a RSI ............................................................................... 53

Outbound IVR (Power dial from OTCS TDM-IVR) .......................................................... 53
7.4.1
Scenario 1 : Targeting a CCD Pilot ....................................................................... 54
7.4.2
7.4.3
7.5
Set calling number per campaign ........................................................................... 54
7.6
7.6.1
7.6.2
7.6.3
7.6.4
7.6.5
SIP configuration ............................................................................................ 55
OTCS-OXE Enhancements ........................................................................................... 56

8.1
Supervised transfer on Pilot .................................................................................. 56
8.2
Use of Statistic Pilot : Configuration Requirements...................................................... 56
8.3
Call Alternate support (from Phone set and uAgent) .................................................... 57
8.4
OXE agent phone set display availability on OTCS uAgent ............................................. 57
8.5
Cancel Conference support (from Phone set) ............................................................. 57
ALCATEL-LUCENT
Page 7 / 58
1 Scope of this document

This document describes different Inbound and Outbound voice calls distribution scenarios for the ALUE
OpenTouch Customer Service (OTCS) product step 2.1 (aka OTCS 8.2 step 2.1) running on top of OXEs.
Multimedia inbound/outbound interactions (email, chat, social media etc) routing is not described in this
document.
Monitoring and Reporting aspects are also not covered.
The new features introduced in this release are described either in dedicated chapters or by updating
descriptions of former release :
Enhancements of OXE-RSI (Routing Services Intelligence) use by OTCS to perform Inbound voice
calls routing :
o Interworking between OTCS SIP-IVR and OXE RSI
Distribution from RSI to SIP-IVR (using divert phone)
Transfer from SIP-IVR to RSI
o OXE networking support
Ability to distribute calls to Agents located in another OXE node than OXE-RSI
OXE Agent/Supervisor features support from uAgent

o Ability for OXE Agent to request supervisors help from uAgent
o Ability for OXE Supervisor to use OXE monitoring features from uAgent (including
treatment of agents help request)
Additional OXE agent and/or phone features made available from uAgent :
o Alternate call (from phone set and from uAgent)
o Cancel Conference (from phone set only)
o Ability to provide OXE phone set display (on incoming call) at uAgent level
Some configuration rules are listed for OXE, OXE-RSI, OTCC-SE and OTCS parts.
OXE Agent features supported are described in a dedicated chapter
In addition all other Inbound/Outbound voice calls scenarios introduced in previous OTCS releases and still
supported in this release OTCS 8.2 step 2.1 are described and updated in the Appendix part of this
document.
Note : This document edition describes the scenarios expected to be supported (some of them are
currently
not certified)
ALCATEL-LUCENT
Page 8 / 58
2 OTCS-OXE Inbound voice call scenarios (using OXE-RSI)

Even though only inbound voice call scenarios are described in this chapter, the OTCS-OXE architecture
and configuration used aim to also provide multi-media blending capabilities to agents.
Handling and distributing inbound voice call require different sequenced phases :
Receiving inbound calls.

Qualifying calls
Selecting a set of agents for a call.
Queuing calls when agents are not available.
Distributing a call to 1 available agent.
Depending on the scenario, a phase is handled either by OTCS or by OXE.

Here under an illustration of the different phases (some are optional):
1.
Receive
voice call
phase
2.
Call
Qualification
phase
3.
Agent
selection
phase
4.
5.
Queuing
call
phase
Distribution
call to agent
phase
PSTN
6.
uAgent OXE Phones
Conversation
phase
1. Incoming voice call phase when RSI receives a voice call from a caller (Internal, remote or PSTN
caller). OTCS is notified of the incoming call via CTI.
2. Optional qualification phase to identify the caller and to get callers information thanks to Voice
prompts, DTMF digit collection, End-customers database lookup.
3. Agent selection phase to elect list of agents matching the caller needs. Skill based routing, Database
driven routing, group routing etc are agent selection rules commonly used.
4. Optional call queuing phase to insert call in queue for waiting available agent of the agent list (voice
prompt playing message, DTMF digit collection, used during this queuing phase). All channels (Voice,
email, Chat, Social media etc) including voice call can be queued in unified queue and so benefit
from the prioritization mechanisms between channels.
5. Distribution call phase to route the voice call to the available agent, voice is handled by the OXE
phone and uAgent desktop is notified of this incoming call allowing from uAgent to remote control via
CTI the OXE phone.
6. Conversation call phase where agents can request some telephony features via OXE phone or via
uAgent.
ALCATEL-LUCENT
Page 9 / 58
The figure below gives an overview of the OTCS-OXE architecture supported from OTCS 8.2 step 2.1 to
handle inbound voice calls scenarios routed by OXE-RSI.
OXE
Scenario 1
RSI 1
PSTN
Scenario 2
Business
set
RSI PG
RSI
Agent
Scenario 3
CTI
SIP trunk
Voice
Portal
OTCS
Automated
Agent
(routing
scripts)
OTCS
Core
OTCS Data link
2.1 Receive voice call : Arrival on OXE-RSI

A call arriving on OXE RSI is notified to OTCS through CTI link (thanks to Routing Services) for
corresponding Queud Routing Point. This call can be treated by OTCS by using either a default routing
mechanism or a routing script.
In both cases, OTCS Campaign used is the one associated to the DNIS configured (corresponding to the OXE
called device, i.e. RSI 1 in previous figure).
In this context, voice call queuing is done at OXE level and uses OXE resources (for playing voice guides
and collecting DTMF digits). It doesnt require additional resources (compared to IVR usage, the number of
simultaneous calls that can be handled is not limited) and can benefit from OTCS unified queing
mechanism for multi-media and voice calls.
2.1.1
Routing Script usage
Routing script allows defining media operations needed for call qualification phase and call queuing phase
(Playing a voice guide requesting for callers information and collecting corresponding digits through DTMF
for instance).
To do so, the Campaign used must be of type Automated Routing Agent (which will target available
Routing Agents resources configured at OTCS level) and must be associated to the corresponding
Routing Script (which has been developped for this purpose). This mechanism requires the use of OTCS
Automated Agent component.
ALCATEL-LUCENT
Page 10 / 58
Once qualification phase is done, the first Agent selection phase determines the Agent type Campaign
on which call has to be enqueued and will be able to handle the following scenarios while Routing Script
continues :
See chapter 2.4 for Scenario 1 : Targetting Business Set

See chapter 2.5 for Scenario 2 : Targetting RSI Agent
If qualification phase requires use of OTCS SIP-IVR features (like TTS or ASR), Routing script can be used to
divert the call to OTCS SIP-IVR.
2.1.2
See chapter 2.6 for Scenario 3 : Targetting OTCS SIP-IVR

Default Routing usage
This mechanism allows having a quick routing solution based on OXE-RSI without needing to implement use
of OTCS Automated Agent, Routing Agent and Routing script.
The Campaign associated to the DNIS used when call arrives on OXE-RSI must target OTCS agents (Human
Agent type Campaign). The only possible media operation (if no agent is available) is to play the voice
guide configured at Agent Campaign level.
Default Routing can handle following scenarios :
See chapter 2.4 for Scenario 1 : Targetting Business Set

See chapter 2.5 for Scenario 2 : Targetting RSI Agent
2.2 OTCS OXE-RSI integration known Restrictions / Limitations

The table below gives a NON exhaustive list of restrictions and limitations linked to OXE-RSI integration in
OTCS. For details on use of script language (ASL) and specificities linked to OXE-RSI integration, please
refer to corresponding documentation.
Operation
Restriction / Limitation
Dequeuing call from script

during Play of OXE Voice
Guide
If dequeue is requested during a Play of OXE Voice Guide, dequeue is

executed only at the end of the voice guide.
OXE Play Music
When a Play of OXE Voice Guide is requested without specifying a language

ID, OTCS requests OXE for a Play Music. This operation is endless.
ASL : play file without

language ID
asynchronous play option is not taken into account.
Do not use this feature as dequeue is never executed if requested during a

Play file without language ID
Using ASL choose method

to collect digits
Not possible.
Enqueue call to campaign of

Automated Agent type
Not possible.
Using ASL transfer phone,

blind transfer and extend
telephony actions
Not possible in a routing script.
Using ASL divert phone

telephony action
To perform call distribution to an extension corresponding to a RSI number, it

is mandatory to specify the Campaign associated to this RSI number.
Using OTCS ACD/Router

Blending
OTCS ACD Router blending must not be configured if CCD and RSI distribution
are used simultaneously for the same agent.
ALCATEL-LUCENT
Use get digits method instead.
Use divert phone telephony action instead.
Page 11 / 58
2.3 OXE-RSI Media Operations available

The available media operations related to OXE-RSI facilities are :
Playing a voice guide in a given language

Playing a voice guide in a given language while Collecting DTMF digits
Note : Refer to OTCS technical documentation for details on Script Language usage, examples ( )
Stopping a voice guide or digits collection is not available from scripting language.
2.3.1
Playing a Voice Guide
The parameters available for Playing OXE Voice Guides in RSI context (play command in Routing Script)
are :
2.3.2
OXE Voice guide number. A list of up to 20 voice guides to be played can be given in a single
command (given as parameter of file script command)
Language : OXE Language number to be used to play the voice guide(s). This value is used for ALL
voice guides included in a single Play voice guide request (given in conjunction with OXE voice
guides numbers as parameter of file script command)
Interruptable : The caller can interrupt the playing of the current voice guide by entering any
DTMF tone. The next voice guide (of the same request) is then played immediately. This option is
used by default in OTCS. To avoid this behavior, the parameter [ignore barge in] must be
used. This value is used for ALL voice guides included in a single Play voice guide request.
Collecting Digits
REMINDER : Can be used only in conjunction with a Play voice guide.

The parameters available for Collecting Digits on OXE in RSI context (get digits command in Routing
Script) are :
OXE-RSI Feature
Script language
Description
Number of digits to collect
[input mode size]
When this number of digits is collected, they are

sent by OXE to OTCS
Flush digit
[input mode trailer]
Specify 1 digit (# for instance) to be used by

caller as end of digits entry. Note that this digit
will be included in the list of digits sent by OXE
to OTCS
Maximum timeout
[all digits timeout]
Overall maximum time to enter all digits. When

this timer expires, the digits already entered are
sent by OXE to OTCS
Additional timers can be used :

OXE-RSI Feature
Script language
Description
Inter-digits timeout
[inter digit timeout]
Maximum time between 2 digits
Start timeout
[first digit timeout]
Maximum time to enter the first digit
Cannot be used in OXE-RSI

context
Note : Even though Start timeout cannot be set explicitly in the Script, the value sent by OTCS to
OXE-RSI for this purpose is the one given for Maximum timeout.
ALCATEL-LUCENT
Page 12 / 58
2.4 Scenario 1 : Targetting Business Set

In this scenario, all features linked to this call are handled by OTCS.
Queuing of the call : waiting messages to be played by OXE-RSI through Routing Script
Distribution of the call : OTCS routes call to the business set (thanks to CTI Routing Services).
Ongoing media operations requested by Routing Script (voice guide and digits collection) are
automatically ended.
Redirect on no answer (RONA) and selection of another target if needed (see chapter 2.9 for
configuration requirements)
OTCS Wrap-Up at the end of voice communication
Note that in this context, OXE Forwarding and Do Not Disturb features have no impact on call routing
by OTCS : Business Set used by the agent is rung anyway.
2.5 Scenario 2 : Targetting RSI Agent

Same as scenario 1, but as the target is a RSI Agent and the call has been handled through RSI, agent will
be in ACD communication after answer and will so benefit from all ACD features linked to an RSI call.
RSI configuration parameter needed for agent features need to be set accordingly (see chapter 2.9 for
configuration requirements).
2.6 Scenario 3 : Targetting OTCS SIP-IVR

In this scenario, Routing script needs to explicitly send the call to SIP-IVR using divert phone method
and targetting the number (Network Number or Routing Number) configured on OXE to route calls to
the SIP ABC-F trunk group corresponding to the OTCS SIP Voice Portal entry.
The DNIS to be associated to the Automated Agent Campaign corresponds to this number.
Once call is received on SIP-IVR, all scenarios supported for Inbound voice calls to SIP-IVR can be used.
Refer to chapter 5 OTCS-OXE Inbound voice call scenarios (OTCS SIP-IVR) page 35 for details.
ALCATEL-LUCENT
Page 13 / 58
The figure below gives an overview of the possibilities.
OXE
RSI 2
Scenario 4
Pilot 2
Scenario 3
RSI 1
Agent PG
PSTN
Scenario 2b
CCD
Agent
RSI PG
Scenario 2a
RSI
Agent
Scenario 1
Business
set
SIP trunk
CTI
Voice
Portal
OTCS
Automated
Agent
OTCS
Core
OTCS Data link
(routing
scripts)
2.7 Scenarios extension for OXE networking support

In addition to the 3 previous scenarios (targeting resources located on the same OXE node than RSI), OTCS
is able to distribute calls to agents amongst an OXE homogeneous network as long as :
OTCS instance has a CTI link with each of the OXE to which calls can be routed
All the resources targeted are monitored by this OTCS instance
o Agents
o Business sets
o SIP-IVR
Connection to SIP-IVR (SIP trunk) must be located on same OXE node than RSI
ALCATEL-LUCENT
Page 14 / 58
The figure below gives an overview of the OTCS-OXE architecture supported to handle inbound voice calls
scenarios routed by RSI with OXE networking distribution.
OXE 1
OXE 2
ABC-F link
PSTN
Scenario 2b
RSI PG
RSI
Agent
RSI 1
Scenario 1b
Business
set
RSI PG
Scenario 2a
Scenario 3
RSI
Agent
Scenario 1a
Business
set
CTI
SIP trunk
CTI
OTCS Data link
OTCS
OTCS Data link
Voice
Portal
Automated
Agent
OTCS
Core
(routing
scripts)
Note : scenario targetting a SIP-IVR located on another OXE node is
not certified
2.8 OTCS - RSI Defence and Overflow mechanisms

When a call arriving on OXE-RSI cannot be treated as expected, some Defence and Overflow mechanisms
are activated either on OXE-RSI side or on OTCS side depending on the situation.
2.8.1
RSI Defence : RSI Overflow Address
OXE-RSI defence mechanism allows redirecting calls to a number defined as RSI Overflow Address either
immediately or after a timer defined as RSI Overflow Timer has expired.
Immediate overflow to RSI Overflow Address is activated when a call arrives on OXE-RSI but
OTCS is not ready to treat calls for this OXE-RSI because (non exhaustive list) :
o CTI link between OTCS and OXE is down,
o OTCS is down,
RSI Overflow Timer activates overflow to RSI Overflow Address when a call has been
presented on OXE-RSI and (non exhaustive list) :
o OTCS didnt send a request to RSI (for Playing a voice guide, ). This can happen at call
arrival if routing script used doesnt request for an action when call is queued, but also
during call queuing if it doesnt treat errors or end of treatment notification to request for
a new action.
ALCATEL-LUCENT
Page 15 / 58
The numbers allowed in RSI Overflow Address are (non exhaustive list) :
CCD Pilot (this is the recommended option : see chapter 2.8.2 for details on CCD Backup use)
OXE Attendant
OXE Phone set : be aware that a single phone set might not be able to treat all overflowing calls
Another OXE-RSI : be aware that in case of CTI link or OTCS failure, this other RSI will also not be
able to treat the overflowing calls.
If no number is specified in RSI Overflow Address, the call will overflow according to Entity number
configured in OXE-RSI parameters.
2.8.2
RSI Defence : CCD backup use
As described in Configuration requirements chapter, when OTCS is not able (for any reason) to handle calls
arriving on RSI, these calls are automatically sent to the RSI Overflow Address configured on OXE.
If CCD is already available on OXE, or RSI Agents are used and it is required that calls are routed to these
OXE agents in case of backup, a CCD Pilot can be used as RSI Overflow Address of RSI.
To ensure that in case of backup, calls are routed to same groups of agents as the ones used by RSI, the
following kind of OTCS-OXE architecture need to be configured :
OXE
Pilot 1
Overflow
Agent PG
CCD
Agent
Scenario 2b
PSTN
RSI 1
Scenario 2a
RSI PG
RSI
Agent
Scenario 1
Business
set
CTI
Automated
Agent
(routing
scripts)
OTCS
Core
OTCS Data link
OTCS
Pilot 1 is configured as RSI Overflow Address of RSI 1.
In normal operation, agents targetted by Scenario 1 (Business Sets), Scenario 2a (OXE Agents logged in
RSI Processing groups) and Scenario 2b (OXE Agents logged in CCD Agent Processing groups) will handle
calls coming from RSI.
ALCATEL-LUCENT
Page 16 / 58
If calls arriving on RSI 1 cannot be handled by OTCS (CTI link down, no answer from OTCS, no Queued
Routing Point declared on OTCS for this RSI ), they overflow to Pilot 1 which distributes these calls to
agents logged in CCD Agent Processing group (same group of agents used in Scenario 2b).
See chapter 5.7.1 page 41 for CCD Pilots configuration requirements.
2.8.3
OTCS Defence with Default Routing : Campaign Distribution Overflow
When default routing is used, OTCS defence mechanism allows redirecting calls either to another
Campaign or to a device using the Distribution Overflow parameter of the Human Agent campaign
used. This can happen either when no Agent is present for that campaign, or when Default routing
timeout expires.
Immediate overflow is activated when a call arrives on OXE-RSI and to be treated by OTCS
Default Routing but :
o There is no Agent ready in the Human Agent Campaign,
o The call has been queued, waiting for an agent to become available, but the last agent
becomes not ready
Default routing timeout activates overflow according to Distribution Overflow settings when a
call to be treated by OTCS Default Routing has been waiting for a too long time.
Note : If RONA is used (RONA timer set) and Default routing timeout expires while an agent is
ringing, overflow action will be done only after RONA timer expiry.
The Distribution Overflow parameter can contain a :
Campaign : only the following campaign types are allowed

o Human Agent campaign
o Automated Routing Agent campaign
Device : a number to which the call can be sent in OXE (non exhaustive list)
o OXE-RSI : in this case, it is mandatory to also specify a Campaign (either Human Agent or
Automated Routing Agent) in the above described Campaign field
o CCD Pilot
o OXE Phone set : be aware that a single phone set might not be able to treat all
overflowing calls
If the Distribution Overflow parameter is not set, OTCS will activate OXE-RSI Overflow mechanism.
2.8.4
OTCS Defence with Routing Script : Campaign Distribution Overflow
When routing script is used, OTCS defence mechanism allows redirecting calls either to another
Campaign or to a device using the Distribution Overflow parameter of the Automated Routing Agent
campaign used.
Immediate overflow is activated when a call arrives on OXE-RSI and is to be treated by OTCS
Routing Script but :
o There is no Routing Agent logged in the Automated Routing Agent Campaign used
For Distribution Overflow parameter possible configuration, please refer to above chapter 2.8.3.
All other overflow cases (timeout ) have to be set and treated in the Routing Script by sending the call
either to another Campaign (enqueue) or to a Device (divert phone).
Please refer to chapter 2.2 page 11 for OTCS OXE-RSI integration known Restrictions / Limitations.
ALCATEL-LUCENT
Page 17 / 58
2.8.5
OTCS Defence : No Open Campaign found for OXE-RSI call
When a call arriving on OXE-RSI is notified to OTCS but there is no Campaign open to treat this call (either
in default routing or using routing script), OTCS will activate OXE-RSI Overflow mechanism.
2.9 Configuration Requirements

This chapter describes the values of parameters which have to be set in order to have a consistent
behavior of OTCS 8.2 step 2.1 solution on top of OXE.
Note : detailed agent features support is available in chapter 4 OTCS-OXE Agent Features page 23.
2.9.1
OXE-RSI configuration
The following parameters must be set as described for all RSI used for call distribution by OTCS.
Parameters linked to Agent features :
Feature
Parameter
Value
Comment
Transaction code
Number of Transaction Code Dialling Digits
OTCS Outcomes are used and cannot be

linked to Transaction Code
Automatic Wrap-Up
Automatic WrapUp Timer
Greater than
OTCS Wrap-Up
time
Wrap-Up time linked to CC call is managed

by OTCS and must include time dedicated
to pause
Pause
Time Between Two Calls
Pause time must be included in OTCS WrapUp time
Parameters linked to RSI call distribution features :
Feature
Parameter
Value
Comment
Supervised transfer
RSI Supervised Transfer
No
See chapter 2.10 page 20
Local / Network call to

RSI
Local Call Authorization
No / Yes
According to OXE networking needs
RSI Calls overflow in case

of OTCS unavailability
(defence case)
RSI Overflow timer
xxx
Maximum time for OTCS to send a request to OXE

(CTI link supervision)
RSI Overflow Address
XXX
This Address is used either when RSI Overflow Timer

expires, or if CTI link with OTCS si down.
Typical value is a CCD Pilot number used as backup
address (see chapter 2.8.2)
If this field is empty, call overflows according to
Entity configured for this RSI
RSI Calls Redirect On No

Answer (RONA)
Ringing Overflow timer
Greater than
OTCS RONA time
RONA of RSI calls is managed by OTCS.
Ringing Overflow
Address
XXX
This Address is used only if OTCS fails to use RONA

and OXE Ringing Overflow timer expires.
If this field is empty, call is presented again on same
RSI (and needs to be treated by OTCS)
External Routing Point

(Not supported by OTCS)
External Routing Point
False
Use FORBIDDEN with OTCS
Type of Application using

RSI
Application Type
Call Center
Mandatory (and only possible value) for OTCS
ALCATEL-LUCENT
Page 18 / 58
2.9.2
RSI or CCD Agent Processing Group configuration
The following parameters apply to all Agent Processing Groups used in OTCS context
Feature
Parameter
Value
Comment
Manual Wrap-Up (not linked

to a RSI call)
Manual WrapUp Timer
Manual Wrap-Up is not supported by OTCS
Ability to dial in Wrap-Up and

still be in wrap-up after the
call
Eternal Wrap-Up
False
Eternal Wrap-Up is not supported by OTCS
Set agent not ready in case

of No answer to RSI call
(RONA)
Withdrawal On no
answer
False /
True
RONA is managed by OTCS for RSI calls, and agent is forced to

not ready state after no answer by OTCS in this context
(whatever the value of the PG parameter)
RSI PG parameter is never used
CCD Agent PG parameter is used for CCD calls (when CCD Pilot
used as backup of RSI, or for regular CCD Pilot distribution)
2.9.3
CCD Agent Processing Group configuration
The following additional parameters apply to all CCD Agent Processing Groups used in OTCS context
Feature
Parameter
Value
Allow last agent of the group to go to not

ready state
Withdrawal last agent
True
Allow last agent of the group to logout
Log off last agent
True
Allow direct ACD call to agent
Pilot direct call
empty
Outgoing ACD call
Outgoing ACD call
False
Partial withdrawal
False
2.9.4
Comment
OXE Agent configuration
The following parameters apply to all OXE Agents (and OXE Supervisors) used in OTCS context
Note : OXE Agents and Supervisors cannot be multi-line sets.
Feature
Parameter
Value
Comment
Password at logon
Secret code expected
False /
True
OXE agent password cannot be entered at uAgent

level,but some enhancements are available from
OTCS 8.2 step 2.0 (see limitations in chapter 3)
Allow direct ACD call to agent
Private agent number
empty
Direct ACD call not allowed
2.9.5
CSTA configuration
The following parameters must be set as described to allow proper call tracking and data association on
OTCS side :
Feature
Parameter
Value
Comment
Do not modify Calling Number

received from public network
Set Callback On Calling Device
No
Parameter located in OXE configuration under :
Do not provide Initial Called

Number in CSTA events
Initial called number used
ALCATEL-LUCENT
Applications / CSTA
False

System / Go down hierachy / Other system
parameters / Go down hierachy / System
parameters
Page 19 / 58
2.9.6
OTCS-Agent Campaign configuration
When no agent is present in the Campaign, the distribution overflow parameter of the Campaign can be
set in order to send incoming calls either to :
Another Campaign
A Number in OXE
If this parameter is not set, OTCS will activate OXE-RSI Overflow mechanism.
2.9.7
CCD Pilot configuration
The following parameters must be set as described for ALL pilots (used for call distribution to agents as
well as to IVR ports).
Parameters linked to Agent features :
Feature
Parameter
Value
Comment
Transaction code
Number of Transaction Code Dialling Digits
OTCS Outcomes are used and cannot be

linked to Transaction Code
Automatic Wrap-Up
Automatic WrapUp Timer
Greater than
OTCS Wrap-Up
time
Wrap-Up time linked to CC call is managed

by OTCS and must include time dedicated
to pause
Pause
Time Between Two Calls
Pause time must be included in OTCS WrapUp time
Parameters linked to Pilot call distribution features :
Feature
Parameter
Value
Comment
Supervised transfer
Pilot Supervised Transfer
Yes
Network call to Pilot
ABC Local Call Allowed
No / Yes
According to OXE networking
Safe Harbor message
Transfer to Pilot in dissuasion
Yes
Mandatory for Outbound predictive scenario
2.10 Supervised transfer on RSI : Limitations

From release OTCS 8.2 step 2.0, use of supervised transfer on RSI is possible but, as this feature is not
accessible from Script Language perspective (in Routing Script, no way to know that call received on RSI is
due to use of supervised transfer feature, i.e. consultation call), some limitations on use will apply.
Like for CCD Pilots, it is possible to choose the type of supervised transfer used when making a
consultation call to a RSI through CTI whatever the RSI configuration is.
This behavior is totally transparent for agents (when using uAgent desktop application). It is also applied
for scripts using these requests (for CCD/RSI agents, Business sets and TDM-IVR) :
Extend call request :

Supervised transfer is forced to YES, allowing consulting party to reach an available agent (if any)
and transfer the call either while destination is alerting or after answer.
It is also possible to transfer the call during queuing on RSI (but not recommended as Routing
script cannot distinguish direct calls to RSI from supervised transfer situation).
With TDM-IVR, this request (extend call) mustnt be used, only blind transfer request should be
used.
Blind transfer request :
Supervised transfer is forced to NO, and call is immediately transferred to the RSI.
ALCATEL-LUCENT
Page 20 / 58
On the other hand, predictive calls initiated by a virtual set which needs to be transferred to a RSI do
always force Supervised transfer to NO.
For manual calls, use of Supervised transfer feature when initiating a second call to RSI, is NOT
recommended. As stated above, it isnt possible from Routing script perspective to distinguish direct calls
to RSI from supervised transfer situation. It is therefore recommended to set the RSI configuration
parameter to FALSE on all RSI used for call distribution by OTCS :
Feature
Parameter
Value
Supervised transfer
No
ALCATEL-LUCENT
Page 21 / 58
3 Outbound Predictive with distribution to OXE-RSI

The figure below gives an overview of the OTCS-OXE architecture supported from OTCS 8.2 step 2.0 to
handle outbound voice call scenarios in Predictive dialing pacing mode where outbound calls are
distributed to OXE-RSI.
Predictive with distribution to OXE-RSI
OXE
RSI 1
Scenario 1
PSTN
RSI PG
RSI
Agent
Contact
Business
set
Virtual
extension
CTI
OTCS
Unified
Dialer
OTCS
Core
OTCS Data link
OTCS
In predictive dialing mode, OTCS can anticipate agents availability (according to outbound rules
configured) to launch calls. For this purpose, OXE virtual extensions are used by OTCS through CTI link,
with optional use of VAD (Voice Activity Detection).
Call result classification (no answer, busy ) is done by OTCS.
When a contact answers, call is transferred to the the OXE-RSI and corresponding Campaign outbound
rules are applied to distribute calls to available agents (either RSI Agent or business sets).
This allows to efficiently treating situations where no agent is available and for which some regulatory
restrictions apply (no call retention, play a safe harbor message). This is treated at OTCS level, using
OXE-RSI facilities (voice guide playing ).
ALCATEL-LUCENT
Page 22 / 58
4 OTCS-OXE Agent Features

This chapter describes the OXE Features availability for OTCS agents used with an OTCS 8.2 step 2.1
solution.
OXE Multi-line sets are NOT supported for all kind of OTCS agents : CCD/RSI Agents, CCD/RSI
Supervisors and Business sets.
For scenarios where inbound or outbound calls are routed by OTCS directly to an Agent or a
Business set (except when done through RSI), some additional configuration rules need to be
implemented to allow a proper call treatment.
Following features should be forbidden :
Call Forwarding (Immediate, Busy, No Answer )

Overflow to associate set
Do Not Disturb
CCD/RSI features
Table below gives an overview of availability of CCD and RSI features (applies to both when not
explicitly stated), and following chapters give explanation about the feature itself and the
limitations / restrictions if any.
Feature
Support status
Description
Transaction code
No
Automatic Wrap-Up
Yes, with restrictions
Pause
No
CCD Call rotation
Yes
CCD Ringing overflow
Yes
RSI Ringing overflow (Call Rotation)
Manual Wrap-Up
No
Manual Wrap-Up in Pause
No
Pause after Manual Wrap-Up in Pause
No
Eternal Wrap-Up
No
Help request by agent during CCD call
Yes, with limitations
Help request by agent during private call
Supervisor monitoring feature (permanent

monitoring, discrete listening, intrusion)
Agent presentation guide
Yes
Withdrawal
Yes
Reason code for withdrawal
Withdrawal after logon
Yes
Withdrawal on No answer
Yes
ALCATEL-LUCENT
Page 23 / 58
Agent Logon
Agent Logoff
Supervisor Logon
Supervisor Logoff
Processing Group Entry/Exit (OXE Supervisor)
Direct CCD call
No
Outgoing CCD call
No
CCD Partial withdrawal
No
Outgoing call forbidden
Yes
Release incoming ACD Call Forbidden
Yes
Call pick-up
Supervisor call
CCD Withdrawal of last agent in group

unauthorized
No
CCD Logoff of last agent in group unauthorized
No
4.1 OXE Transaction Code / OTCS Outcomes

Feature description
OXE feature : OXE Transaction code
At the end of an ACD communication, Agent can be requested to enter a code (1 to 15 digits) to
identify the reson or the call. This action can be done either form phone set, or though a CTI
application.
OTCS feature : OTCS Outcomes
Activity outcomes store the business results of contact center work. At any time while handling an
ACD call (during the call or during automatic wrap-up), Agent can choose to enter an outcome.
This can be done several times for a same call if needed.
Support status : No (OXE Transaction Code) / Yes (OTCS Outcome s)
Number of Transaction Code Dialling Digits at CCD Pilot or RSI level must be set to 0.
OTCS outcomes can be used.
Support status reason
OXE Transaction codes are not synchronized with OTCS Outcomes.
Furthermore, several OTCS Outcomes can be attached to a single call and can be entered at any time
during the call (which is not the case for OXE Transaction code).
4.2 OXE Automatic Wrap-Up / OTCS Wrap-Up

Feature description
Wrap-up is the time agents have to complete any administrative work after handling an ACD call (OXE
feature : Automatic Wrap-Up) or after handling an interaction (OTCS feature : Wrap-Up).
ALCATEL-LUCENT
Page 24 / 58
Support status : Yes, with restrictions

Automatic Wrap-Up timer at CCD Pilot or RSI level must be set to a value Greater than OTCS Wrap-Up
time.
OTCS Wrap-Up time (at campaign level) must include time dedicated to pause (if pause required).
Automatic Wrap-Up (at the end of CC call) is managed by OTCS and linked to the campaign used for this
call.
OTCS cancels any wrap-up state on agent if wrap-up is not configured on OTCS side
OTCS doesnt support pause state.
4.3 OXE Pause

Feature description
Pause state (aka is Time Between Two Calls or legual guard time) is a period of time after an ACD
call treatment during which agent cannot receive new ACD call. This is in some countries a regulatory
feature.
Support status : No
Time Between Two Calls (Pause) time at CCD Pilot or RSI level must be set to 0.
OTCS doesnt have the ability to manage Pause time for agents.
If pause is required (for regulatory reason for instance), the corresponding time has to be included in
OTCS Wrap-Up time (see chapter 4.2 OXE Automatic Wrap-Up / OTCS Wrap-Up page 24).
4.4 RSI Ringing Overflow (Call Rotation) / OTCS Campaign RONA

Feature description
Call Rotation applies when an Agent rung by an ACD distributed call doesnt answer in a time defined at
system level. This agent stops ringing, and system selects another agent to treat this call.
Both OXE-RSI and OTCS have their own Call Rotation feature.
OXE feature : RSI Ringing Overflow
RSI ringing overflow timer and RSI ringing overflow address are available at RSI management level.
When timer expires, call is redirected to the overflow address. If no address is configured, call is
sent back to RSI which will request CTI application for a new destination. Previously ringing OXE
Agent is set in not ready state according to CCD/RSI Processing Group parameter Withdrawal
on No answer.
OTCS feature : OTCS Campaign RONA (Redirect On No Answer)
Redirect On No Answer (RONA) is a timer available at OTCS Campaign level. When timer expires,
OTCS stops call on ringing agent, sets the agent not ready and selects another agent. In RSI
context, the call on ringing agent is redirected to same RSI, agent is forced to Not Ready state
by OTCS (whatever the value of CCD/RSI Processing Group parameter Withdrawal on No answer
for OXE Agents) and OTCS will then route this call to next agent.
ALCATEL-LUCENT
Page 25 / 58

Ringing Overflow timer at RSI level must be set to a value Greater than OTCS Campaign RONA timer.
RONA must be defined at OTCS Campaign level.
From OTCS 8.2 step 2.0, Call Rotation of RSI calls is managed by OTCS using RONA feature. To do so,
above configuration requirements need to be applied (see also chapter 2.9).
4.5 OXE Manual Wrap-Up

Feature description
This state is used by agent to carry out non telephone operation. During this period, agent set is not
available to receive any type of call.
Support status : No
Wrap-Up idle time at CCD/RSI Processing group level must be set to 0.
OTCS doesnt have the ability to manage Manual Wrap-Up (meaning wrap-up time not linked to a
campaign) for agents.
OTCS forces agent to leave wrap-up state.
4.6 OXE Manual Wrap-Up in Pause

Feature description
This feature allows an OXE agent to request for Manual Wrap-Up while he is in Pause state after treating
an ACD call (either because Automatic Wrap-Up has ended and agent didnt finish related work, or
because no automatic wrap-up is configured but agent needs to perform related work).
Support status : No
Wrap-up in pause Timer at CCD/RSI Processing group level must be set to 0.
As Pause and Manual Wrap-Up are not supported by OTCS, Manual Wrap-Up in Pause is also not supported.
4.7 OXE Pause after Manual Wrap-Up in Pause

Feature description
This feature allows agent to have Pause time at the end of the Manual Wrap-Up in Pause.
Support status : No
Pause after man wrap-up in pause at CCD/RSI Processing group level must be set to false.
As Pause and Manual Wrap-Up are not supported by OTCS, Manual Wrap-Up in Pause is also not supported.
4.8 OXE Eternal Wrap-Up
ALCATEL-LUCENT
Page 26 / 58
Feature description
When eternal wrap-up is allowed on a CCD agent, wrap-up state is maintained after actions during
wrap-up state (private call, ).
Support status : No
Eternal Wrap-Up at CCD Processing group level must be set to false.
OTCS doesnt support eternal wrap-up.
As soon as an action is done on CCD agent during wrap-up state (either on the phone or initiating a call
from uAgent), OTCS cancels wrap-up state on OXE.
4.9 Help request by agent during ACD call

Feature description
During a call distributed by a CCD Pilot or routed by a RSI, an agent can request supervisors help by
hitting a dedicated softkey on his phone set or by using the Supervisor Help button on uAgent.
OXE notifies one available OXE supervisor (amongst the list configured in the agents processing group) to
handle this help request (both on phone set and uAgent).
Note : uAgent capability available from OTCS 8.2 step 2.1
Support status : Yes, with limitations
Feature available at uAgent level and from OXE Agent/OXE Supervisor phone set.
On Agent side, Silent monitoring (listen-in) state is never shown on uAgent whilst it can be displayed on
his phone set (according to processing group configuration). Silent Intrusion (whisper-in) state is not
displayed if supervisor request is done from phone set. Intrusion (barge-in) will be shown instead.
From OTCS 8.2 step 2.1, all actions regarding help requests and cancellation can be done either on OXE
Agent/OXE Supervisor phone set or activated from uAgent.
Help request status is displayed on uAgent in session information. Agent can cancel this help request
either from this area or from toolbar and session menu using Cancel supervisor help request button.
When OXE Supervisor accepts help request and enters one of the possible monitoring states (see chapter
4.11 page 28) uAgent reflects this state with the above described limitations.
uAgent is also notified if supervisor rejects the help request.
4.10 Help request by agent during private call

Feature description
During a private external call, an agent can request supervisors help by hitting a dedicated softkey on his
phone set.
OXE notifies one available OXE Supervisor (amongst the list configured in the agents processing group) to
handle this help request.
ALCATEL-LUCENT
Page 27 / 58

Help request on private call at CCD/RSI Processing group level must be set to true.
Limitations are the same as Help request by agent during CCD call (see chapter 4.9 page 27).
Same as Help request by agent during CCD call (see chapter 4.9 page 27).
4.11 Supervisor monitoring features

Feature description
An OXE Supervisor (logged on a phone set) can perform some audio monitoring actions for OXE agents
either after an agents explicit help request or by his own.
Monitoring actions can be :
Permanent monitoring : supervisor has information (on his phone set) about agent activity and is
automatically set in silent monitoring when agent is in ACD conversation (or external private
call if configured)
Intrusion (barge-in) : Supervisor can take part in agents conversation and all parties are notified
of supervisors presence.
Silent Intrusion (whisper-in) : Agent can hear Supervisor but other party in the conversation cannot
Silent monitoring (listen-in) : Supervisor can hear agent conversation but cannot talk
These actions can be done by hitting a dedicated softkey on OXE Supervisor phone set or by using uAgent.
Note : uAgent capability available from OTCS 8.2 step 2.1
From OTCS 8.2 step 2.1, feature activation is available at uAgent level and can be used from OXE
Supervisor phone set.
Silent Intrusion (whisper-in) state is not displayed if supervisor request is done from phone set.
Intrusion (barge-in) will be shown instead.
Permanent monitoring (permanent supervision) state is not displayed if supervisor request is done from
phone set. A simple call is shown in this case.
Once monitoring mode has been chosen, it isnt possible to switch to another mode from uAgent. This is
nevertheless still possible from phone set and change is reflected on uAgent with above limitation.
When supervisor wants to monitor an agent by his own, only Agents logged in OTCS can be supervised
using Start supervising button on Supervisors uAgent.
All actions regarding help requests notification, cancellation and monitoring mode choice can be done
on OXE Supervisor phone set or can be activated from uAgent (with above limitations).
From OTCS perspective, OXE Supervisor is considered as busy when agent monitoring features are used.
uAgent reflects this state in a session information and allows supervisor to exit the monitoring state by
using the Disconnect button.
On uAgent, Supervisor can choose monitoring action to be performed either from this area (after receiving
an agents help request or by hitting the Start supervising button in toolbar) or from toolbar and session
menu buttons.
ALCATEL-LUCENT
Page 28 / 58
4.12 Agent presentation guide

Feature description
Support status : Yes
4.13 Withdrawal
Feature description
4.14 Reason code for withdrawal

Feature description
When an agent goes to withdrawal (Not Ready) state, he can choose amongst several withdrawal types
(OXE) or reason codes (OTCS) to indicate the reason for being Not Ready (Lunch, Break, ).
OTCS feature : This feature can be used by agents from uAgent. Some additional values can also be set
automatically by the system (after agent no answer for instance ). This feature is configured at People
level and the values are common to all OTCS instance.
OXE feature : This feature can be used either from OXE Agent phone set or from a CTI application.
Furthermore, the value entered (whatever the method) is sent to CTI applications monitoring this agent. A
default value is also set when withdrawal state is done automatically by the system (after LogOn or no
answer for instance). This reason code is presented on CCS (in real time for the agent and in reporting for
agents and processing groups). This feature is configured at CCD/RSI Agent Processing Group level.
From OTCS 8.2 step 2.0, OXE reason codes and OTCS reason codes can be synchronized in both ways (from
OXE to OTCS, and from OTCS to OXE). A reason code entered from uAgent will be propagated to OXE, and
will thus appear in CCD statistics or for another CTI application monitoring the same agent.
As the maximum number of reason codes on OXE side is 9 whereas the number of not ready reasons
on OTCS side is 32. Only 9 reason codes can be fully synchronized.
Configuration recommendation :
As OTCS Not Ready reasons are shared by all campaigns in an OTCS instance, the OXE reason codes for
withdrawal must be configured in the same manner for all OXE Agent Processing Groups used in OTCS
context.
OTCS Not Ready reasons and OXE Reason Codes need to be configured on both sides with compatible
values.
4.15 Withdrawal after logon

Feature description
4.16 Withdrawal on No answer

Feature description
ALCATEL-LUCENT
Page 29 / 58

See chapter for specificities linked to OXE-RSI use
4.17 Agent Logon

Feature description
Agent Logon must always be done from uAgent.
OXE feature Secret code expected at CCD Agent level with value set to true can be used if following
conditions are accepted.
From OTCS 8.2 step 2.0, it is possible to specify the OXE Agent password to be used for Logon action, but
NOT from uAgent. This password must be set by OTCS Supervisor at Agent configuration level. This value
will be used automatically by the system when logon (or logoff) of agent is requested to OXE.
If a password reset or change is done on OXE, it is necessary to modify OTCS Agent configuration
accordingly in order to allow proper logon/logoff actions from uAgent.
If agent logs on OXE phone set (and not from uAgent), hes not logged in OTCS system.
There is no way from uAgent to specify the password to be used for OXE logon, but it can be specified at
OTCS Agent configuration level as described above.
4.18 Agent Logoff

Feature description
If agent logs off from OXE phone set, hes not logged out from uAgent and is still present in the campaign.
Logon from phone set doesnt allow recovering a proper state.
Agent has to close the campaign from uAgent to come back to a normal state (where he can log on
again by opening a campaign).
4.19 Supervisor Logon

Feature description
Supervisor Logon must always be done from uAgent.
At OTCS level, CCD Supervisor must be declared as a Human agent with Supervisor role and with
switch supervisor parameter set to true (
).
OXE feature Secret code expected at CCD Agent level with value set to true can be used for a CCD
Supervisor if conditions described in chapter 4.17 page 30 (Agent Logon) are accepted.
If supervisor logs on OXE phone set (and not from uAgent), hes not logged in OTCS system.
ALCATEL-LUCENT
Page 30 / 58
There is no way from uAgent to specify the password to be used for OXE logon, but it can be specified at
OTCS Agent configuration level as described above.
As soon as a Supervisor logs on uAgent and specifies an extension number, CCD supervisor is logged on OXE
phone set out of group.
4.20 Supervisor Logoff

Feature description
4.21 Processing Group Entry/Exit (OXE Supervisor)

Feature description
A CCD Supervisor can be logged on an OXE phone set without being assigned to a Processing Group.
Processing Group Entry feature assigns the supervisor to a processing group.
Processing Group Exit feature sets the supervisor out of processing group (but still logged on his phone
set).
Support status : Yes, with restr ictions
Supervisor Processing Group Entry/Exit must always be done from uAgent.
Open campaign : Processing Group entry

Close Campaign : Processing Group exit

OTCS Campaigns will not be opened or closed properly if CCD supervisor enters or exists CCD processing
group from his phone set.
4.22 Direct CCD call

Feature description
Support status : No
OTCS doesnt support CCD call outside a campaign. As Direct CCD call cannot be linked to a campaign it
is not supported to avoid possible states inconsistency between OTCS and OXE.
4.23 Outgoing CCD call

Feature description
When this feature is activated on CCD, all external outgoing calls made by a CCD agents are considered as
CCD calls.
Support status : No
OTCS doesnt support CCD call outside a campaign. As Outgoing CCD call feature cannot only be linked
to an OTCS outbound campaign (preview / power dial), it is not supported to avoid possible states
inconsistency between OTCS and OXE.
ALCATEL-LUCENT
Page 31 / 58
4.24 CCD Partial withdrawal

Feature description
Support status : No
Linked to Direct CCD call and Outgoing CCD call OXE features which are not supported.
4.25 Outgoing call forbidden

4.26 Release incoming ACD Call Forbidden
Feature description
When Release incoming ACD Call Forbidden feature is enabled, a CCD agent in communication with an
incoming CCD call is not allowed to release this call. If agent hangs up during the communication (either
on his phone set or by uAgent), his phone set is rung again by external caller on hold (who hears ringing
tone) until he takes this call again or until other party releases.
Agent can retrieve this held call either by uAgent retrieve call button or by phone set.
Release incoming ACD Call Forbidden at CCD Processing group can be set to true if required.
4.27 Call pick-up

Feature description
This feature allows an idle set to pick-up a call ringing on another set. This is done by the use of one of
the following OXE prefixes to be used according to the needs and / or rights of the user.
Processing group call pick-up : a call ringing an agent of the same processing group
Pick-Up Group call pick-up : a call ringing a set of the same pick-up group (name configured a OXE
Users parameter)
General call pick-up : a call ringing the set which is specified after the prefix.
OXE doesnt provide a call pick-up feature through CTI.
uAgent doesnt propose a call pick-up button.
If an agent wants to activate the required call pick-up feature from uAgent, he needs to dial the
corresponding OXE prefix number.
4.28 OXE Supervisor call / OTCS Supervisor help

Feature description
OTCS feature : Supervisor help allows an agent to call THE supervisor declared in the team to which he is
belonging either during a call (it then operates like a consultation call) or without being on call (it then
operates like a simple call).
ALCATEL-LUCENT
Page 32 / 58
OXE feature : Supervisor call allows an agent to call A supervisor (chosen by CCD amongst the ones
attached to his processing group) either during a call (it then operates like a consultation call) or without
being on call (it then operates like a simple call).
The OTCS supervisor help feature available from uAgent doesnt activate the OXE supervisor call
feature.
According to the feature used (OTCS or OXE) the way supervisor is chosen is different (see feature
description).
4.29 CCD Withdrawal of last agent in group unauthorized

Feature description
Support status : No
Withdrawal last agent at CCD Processing group level must be set to true.
If the above OXE parameter is not set as expected, last agent of CCD Processing group agent will not be
able to perform Logout from uAgent as it is mandatory to set agent in withdrawal state (not ready) prior
to logout from uAgent (close campaign)
4.30 CCD Logoff of last agent in group unauthorized

Feature description
Support status : No
Log off last agent at CCD Processing group level must be set to true.
When this feature is set, agent cannot Logout (and can therefore not close a campaign from OTCS uAgent
application) if he is the last agent logged in the Processing Group.
This might lead to state inconsistency between OXE and OTCS if uAgent application is closed, agent
desktop is shutdown
ALCATEL-LUCENT
Page 33 / 58
Appendix : Other Inbound / Outbound

scenarios
Following chapters describe all Inbound and Outbound scenarios introduced in previous OTCS releases and
which are still supported or enhanced in OTCS 8.2 step 2.1.
ALCATEL-LUCENT
Page 34 / 58
5 OTCS-OXE Inbound voice call scenarios (OTCS SIP-IVR)

Even though only inbound voice call scenarios routed by OTCS SIP-IVR are described in this chapter, the
OTCS-OXE architecture and configuration used aim to also provide multi-media blending capabilities to
agents.

Qualifying calls
Selecting a set of agents for a call.

1.
2.
3.
4.
5.
Receive
voice call
phase
Call
Qualification
phase
Agent
selection
phase
Queuing
call
phase
Distribution
call to agent
phase
PSTN
6.
uAgent OXE Phones
Conversation
phase
7. Incoming voice call phase when OXE/IVR port receives a voice call from a caller (Internal, remote or
PSTN caller). OTCS/IVR port is notified of the incoming call via SIP. Voice call is answered by OTCS
using SIP.
8. Optional qualification phase to identify the caller and to get callers information thanks to IVRs Voice
prompts, DTMF digit collection, TTS (Text To Speech) and ASR (Automatic Speech Recognition), Endcustomers database lookup.
prompt playing message, DTMF digit collection, TTS and ASR are commonly used during this queuing
phase). All channels (Voice, email, Chat, Social media etc) including voice call can be queued in
unified queue and so benefit from the prioritization mechanisms between channels.
CTI the OXE phone.
uAgent.
ALCATEL-LUCENT
Page 35 / 58
scenarios routed by OTCS SIP-IVR.
OXE 1
RSI 2
Scenario 4
Pilot 2
PSTN
Scenario 3
Pilot 1
Agent PG
Scenario 2b
CCD
Agent
Rerouting PG
RSI PG
Scenario 2a
RSI
Agent
Scenario 1
Business
set
SIP trunk
Voice
Portal
CTI
OTCS
Core
Automated
Agent
(routing
scripts)
OTCS Data link
OTCS
Note : CTI link to OXE isnt used by OTCS SIP-IVR but needed by OTCS solution to monitor and be
able to control other objects (Pilots, Agents, ).
5.1 Receive voice call : Arrival on SIP-IVR

Whatever the scenario, arrival on SIP-IVR has to be done through a CCD Pilot distribution routing to a
Rerouting Processing Group containing the number (Network Number or Routing Number) configured
on OXE to route calls to the SIP ABC-F trunk group corresponding to the OTCS SIP Voice Portal entry (DNIS
associated to the Campaign).
With such configuration, OTCS SIP-IVR can benefit from CCD fallback possibilities and distribution
specificities like for instance :
No more SIP trunk lines available for new incoming calls to SIP-IVR (SIP trunk group totally busy).
As it isnt possible to have call queuing on CCD waiting for SIP-IVR availability, a specific CCD
distribution can be used to handle additional incoming calls (dissuasion guide ).
SIP link failure The Pilot distribution to be used to Receive voice call on OTCS SIP-IVR can be
as follows :
ALCATEL-LUCENT
Page 36 / 58
Minimum configuration
Example of configuration for fallback treatment :

dissuasion guide
Pilot 1
Pilot 1
Mutual-aid Queue
Mutual-aid Queue
Dissuasion Queue
Rerouting PG
Rerouting PG
Guide PG
Once call has been routed by CCD distribution to SIP trunk group corresponding to OTCS SIP-IVR, OTCS is
notified (through SIP protocol) of call arrival and can answer the call.
If needed, call qualification is done by SIP-IVR, prior to agent selection. This last phase will
determine the type of target to which call must be distributed.
From this point, SIP-IVR is able to handle one of the 4 scenarios. In all cases, OTCS SIP-IVR is making all
necessary actions (initiate second call, transfer call ) using SIP protocol.
See chapter 5.2

See chapter 5.3
IVR)
See chapter 5.4
See chapter 5.5
for Scenario 1 : Targeting Business set (Queuing done by OTCS SIP-IVR)

for Scenario 2 : Targeting a Logged In CCD/RSI Agent (Queuing done by OTCS SIPfor Scenario 3 : Targeting a CCD Pilot (Queuing done by CCD)
for Scenario 4 : Targeting a RSI (Queuing done by RSI)
5.2 Scenario 1 : Targeting Business set (Queuing done by OTCS SIP-IVR)

Agent selection : Choice of the targeted business set

Queuing of the call : waiting messages to be played by SIP-IVR
Distribution of the call : SIP-IVR initiates a second call to the business set, and waits for answer
(caller still connected to OTCS SIP-IVR on the first leg and listening to the music on hold
message configured on OTCS and played by SIP-IVR)
Redirect on no answer (RONA) and selection of another target if needed
Transfer to the target on call answer (using REFER with REPLACES SIP method to perform the
Attended transfer)
OTCS Wrap-Up at the end of voice communication
As not only queuing but also waiting for agent answer are done by SIP-IVR, the number of simultaneous
calls that can be distributed is directly linked to the capacity of the SIP trunks available for SIP-IVR. For
dimensioning purpose (including licensing of both OXE and OTCS), it is important to notice that 2 SIP trunk
lines are required during the call distribution process (1 for caller, 1 to call the agent).
Both SIP trunk lines are released only when call has been transferred to the available agent who
answered.
As voice call queuing is performed by OTCS SIP-IVR, solution benefits from OTCS Unified queuing
mechanism for all kind of interactions (multi-media and voice calls) and agents benefit from OTCS multimedia blending.
ALCATEL-LUCENT
Page 37 / 58
5.3 Scenario 2 : Targeting a Logged In CCD/RSI Agent (Queuing done by OTCS

SIP-IVR)
Same as scenario 1, but target is a RSI Agent (Scenario 2a) or a CCD Agent (scenario 2b).
When Agent receives the transferred call, it is considered (at OXE level) as a private call (no CCD/RSI
feature enabled).
Only Help request can be used if corresponding configuration is done at Agent Processing group level
(Help request on private calls : true).
At the end of the call, only OTCS wrap-up is enabled (at uAgent level) but not on OXE agent phone set.
5.4 Scenario 3 : Targeting a CCD Pilot (Queuing done by CCD)

In this scenario, only agent selection is handled by OTCS SIP-IVR and consists in selecting the right CCD
pilot which will then execute next phases :
Queuing of the call

Distribution of the call : selection of an available agent in the distribution
Redirect on no answer (RONA) and selection of another agent if needed
SIP trunk line is released as soon as call has been transferred to the Pilot (using REFER SIP method to
perform the Unattended/Blind transfer). Only 1 SIP trunk line is required to treat an incoming voice
call.
On the other hand, as voice calls are no more queued by OTCS SIP-IVR but by CCD, only non voice media
interactions can benefit from OTCS Unified queuing mechanism. OTCS agent reservation feature can
nevertheless be used to handle multi-media or Inbound / Outbound call blending needs.
5.4.1
Scenario extension for voice call blending support
If the Pilot targeted for transfer by OTCS SIP-IVR is intended to be used also for direct incoming calls or
for transfer by agents, it is required to use different pilots for routing calls to the same Agent Processing
Group. This allows OTCS to properly perform call tracking and logical data associations in all cases.
Note that it is anyway preferable to have different pilots with different distributions to avoid blending of
different kind of calls.
The figure below gives an example of the kind of configuration which could be used :
ALCATEL-LUCENT
Page 38 / 58
OXE
Case C
Pilot 3
Case B
PSTN
Inbound Pilot
Direct Pilot
Transfer
CCD
Agent
Case A
Scenario 3
Pilot 1
Agent PG
Scenario 2
CCD
Agent
Rerouting PG
Scenario 1
Business
set
SIP trunk
CTI
OTCS
Core
Voice
Portal
OTCS Data link
OTCS
Case A : Inbound calls treated by OTCS SIP-IVR through Pilot 1 distribution are transferred to
Inbound Pilot (Scenario 3)
Case B : Direct Inbound calls arrive through Direct Pilot distribution and reach the same Agent
Processing Group
Case C : Direct Inbound calls to Pilot 3 treated by an agent are transferred to Direct Pilot and
reach the same Agent Processing Group
5.5 Scenario 4 : Targeting a RSI (Queuing done by RSI)

In this scenario, call qualification is handled by OTCS SIP-IVR (with possible use of TTS, ASR) as well as
agent selection which consists in selecting the right RSI which will then execute next phases :
Queuing of the call

SIP trunk line is released as soon as call has been transferred to the RSI (using REFER SIP method to
perform the Unattended/Blind transfer). Only 1 SIP trunk line is required to treat an incoming voice
call.
ALCATEL-LUCENT
Page 39 / 58
Voice calls are no more queued by OTCS SIP-IVR but by RSI (call queuing is done at OXE level and uses OXE
resources), and can benefit from OTCS unified queing mechanism for multi-media and voice calls. Refer
to chapter 2 for details on RSI usage.
Note : Call queuing can also be done by OTCS SIP-IVR, but in this case SIP trunk will be used during queing
phase like in scenario 1 and 2.

In addition to the 3 previous scenarios (targeting resources located on the same OXE node than SIP-IVR),
OTCS is able to distribute calls amongst an OXE homogeneous network as long as :
o Pilots,
o Agents (the ones targeted directly and the ones being part of the Pilots distributions)
o Business sets
scenarios routed by OTCS SIP-IVR with OXE networking distribution.
OXE 2
RSI 2
OXE 1
Scenario 4
Pilot 2
PSTN
Pilot 1
Scenario 3
Agent PG
Scenario 2b
Rerouting PG
Scenario 2a
CCD
Agent
RSI PG
RSI
Agent
Scenario 1
Business
set
SIP trunk
Voice
Portal
CTI
CTI
OTCS
Core
Automated
Agent
(routing
scripts)
OTCS Data link
OTCS
Note that Virtual CCD is not supported in this context. If such configuration is required, TDM-IVR needs to
be used instead of SIP-IVR.
5.6.1
Scenario 1 : Targeting Network Business set (Queuing done by OTCS SIP-IVR)
In this scenario, all features linked to this call are handled by OTCS. Behavior is similar to the one
described in chapter 5.2 Scenario 1 : Targeting Business set (Queuing done by OTCS SIP-IVR) page 37.
The only difference is that targeted business set is located on another OXE node than the one where SIPIVR is located.
ALCATEL-LUCENT
Page 40 / 58
5.6.2
Scenario 2 : Targeting a Network Logged In CCD Agent (Queuing done by OTCS SIP-IVR)
Same as scenario 1, but target is a CCD Agent. Behavior is similar to the one described in chapter 5.3
Scenario 2 : Targeting a Logged In CCD/RSI Agent (Queuing done by OTCS SIP-IVR) page 38. The only
difference is that targeted CCD Agent is located on another OXE node than the one where SIP-IVR is
located.
5.6.3
Scenario 3 : Targeting a Network CCD Pilot (Queuing done by CCD)
In this scenario, only agent selection phase is handled by OTCS SIP-IVR and consists in selecting the right
CCD pilot which will then execute next phases. Behavior is similar to the one described in chapter 5.4
Scenario 3 : Targeting a CCD Pilot (Queuing done by CCD) page 38. The only difference is that targeted
CCD Pilot is located on another OXE node than the one where SIP-IVR is located.
5.6.4
Scenario 4 : Targeting a Network RSI (Queuing done by RSI)
In this scenario, call qualification should be handled by OTCS SIP-IVR (with possible use of TTS, ASR) as
well as agent selection which consists in selecting the right RSI which will then execute next phases.
Behavior is similar to the one described in chapter 5.5 Scenario 4 : Targeting a RSI (Queuing done by
RSI) page 39. The only difference is that targeted RSI is located on another OXE node than the one where
SIP-IVR is located.
Note : This scenario is
not certified

behavior of OTCS solution on top of OXE.
5.7.1
Same as chapter 2.9.7 CCD Pilot configurationpage 20.
5.7.2
Rerouting Processing Group configuration (for SIP-IVR)
The following parameters apply to all Rerouting Processing Groups used to reach OTCS SIP-IVR
Feature
Parameter
Value
Comment
Routing to SIP Trunk group linked

to OTCS SIP-IVR
Voice directory number
Network number /
Routing number
Number allowing to reach the OXE SIP

external gateway linked to OTCS SIP-IVR
5.7.3
Same as chapter 2.9.2 RSI or CCD Agent Processing Group configuration page 19.
5.7.4
5.7.5
Same as chapter 2.9.4 OXE Agent configuration page 19.
ALCATEL-LUCENT
Page 41 / 58
5.7.6
SIP configuration
OXE configuration details can be found in Technical Communication 1820 : ALCATEL-LUCENT OMNIPCX
ENTERPRISE SIP TRUNKING WITH 3RD SIP PARTY ( INTERACTIVE VOICE RESPONSE & CONTACT CENTER )
GUIDELINE.
Following these recommendations will allow having a proper OTCS SIP-IVR inter-working with OXE.
5.7.7
CSTA configuration
Same as chapter 2.9.5 CSTA configuration page 19.
ALCATEL-LUCENT
Page 42 / 58
6 OTCS-OXE Inbound voice call scenarios (OTCS TDM-IVR)

Even though only inbound voice call scenarios are described in this chapter, the OTCS-OXE architecture
and configuration used aim to also provide multi-media blending capabilities to agents.

Qualifying calls
Selecting agents for a call.

1.
2.
3.
4.
5.
Receive
voice call
phase
Call
Qualification
phase
Agent
selection
phase
Queuing
call
phase
Distribution
call to agent
phase
PSTN
6.
uAgent OXE Phones
Conversation
phase
13. Incoming voice call phase when OXE/IVR port receives a voice call from a caller (Internal, remote or
PSTN caller). OTCS/IVR port is notified of the incoming call via CTI. Voice call is answered by OTCS
using CTI.
14. Optional qualification phase to identify the caller and to get callers information thanks to IVRs Voice
prompts, DTMF digit collection, TTS (Text To Speech) and ASR (Automatic Speech Recognition), Endcustomers database lookup.
prompt playing message, DTMF digit collection, TTS and ASR are commonly used during this queuing
phase). All channels (Voice, email, Chat, Social media etc) including voice call can be queued in
unified queue and so benefit from the prioritization mechanisms between channels.
CTI the OXE phone.
uAgent.
ALCATEL-LUCENT
Page 43 / 58
scenarios routed by OTCS TDM-IVR.
OXE
Pilot 2
Scenario 3
Pilot 1
PSTN
Agent PG
Scenario 2
CCD
Agent
IVR PG
Scenario 1
Business
set
E1 (z-pcm)
CTI
OTCS
Core
Voice
Portal
OTCS Data link
OTCS
6.1 Receive voice call : Arrival on TDM-IVR
Whatever the scenario, arrival on TDM IVR has to be done through a CCD Pilot distribution routing to an
IVR Processing Group containing the digital IVR ports.
With such configuration, OTCS IVR can benefit from CCD fallback possibilities and distribution specificities
like for instance :
No more IVR ports available for new incoming calls

IVR link failure (no answer handling for instance)
Customer doesnt want calls to be queued when no IVR port is available
Waiting Queue parameter Maximum waiting time must be set to 0
The Pilot distribution to be used to Receive voice call on OTCS IVR can be as follows :
ALCATEL-LUCENT
Page 44 / 58
Minimum configuration
Example of configuration for fallback treatment :

dissuasion guide
Pilot 1
Pilot 1
WaitingQueue
Waiting Queue
Dissuasion Queue
IVR PG
IVR PG
Guide PG
Once call has been routed by CCD distribution to an IVR port, OTCS is notified (through CTI link) of call
arrival and can answer the call.
If needed, call qualification is done by IVR, prior to agent selection. This last phase will determine
the type of target to which call must be distributed.
From this point, IVR is able to handle one of the 3 scenarios. In all cases, IVR is making a CTI consultation
call to the target followed by a transfer call when target is available.
See chapter 6.2 for Scenario 1 : Targeting Business set (Queuing done by OTCS IVR)
See chapter 6.3 for Scenario 2 : Targeting a Logged In OXE Agent (Queuing done by OTCS IVR)
See chapter 6.4 for Scenario 3 : Targeting a CCD Pilot (Queuing done by CCD)
6.2 Scenario 1 : Targeting Business set (Queuing done by OTCS IVR)

Agent selection : Choice of the targeted business set

Queuing of the call : waiting messages to be played by IVR
Distribution of the call : consultation call to business set, and waiting for answer (caller on hold)
Redirect on no answer (RONA) and selection of another target if needed
Transfer to the target on call answer
Wrap-Up at the end of voice communication
As not only queuing but also waiting for agent answer are done by IVR port, the number of simultaneous
calls that can be distributed is directly linked to the number of IVR ports.
The IVR port is released only once call has been transferred to an available agent.
As voice call queuing is performed by OTCS IVR, it is possible to benefit from OTCS Unified queuing
mechanism for multi-media and voice calls.
6.3 Scenario 2 : Targeting a Logged In OXE Agent (Queuing done by OTCS IVR)
Same as scenario 1, but as the target is an OXE Agent and the call has been handled by IVR through a CCD
distribution, agent will be in CCD communication after transfer and will so benefit from all CCD features.
The important thing here is that features linked to CCD Pilot are the ones of the Pilot used for call arrival
on TDM-IVR (Pilot 1 in OTCS-OXE architecture figure). Pilot configuration parameter needed for agent
features need to be set accordingly (see chapter 6.6 for configuration requirements).
ALCATEL-LUCENT
Page 45 / 58
6.4 Scenario 3 : Targeting a CCD Pilot (Queuing done by CCD)

In this scenario, only agent selection is handled by OTCS IVR and consists in selecting the right CCD pilot
which will then execute next phases :
Queuing of the call

IVR port is released as soon as call has been transferred to the Pilot. The number of IVR ports required to
treat incoming voice calls is much smaller than in the 2 previous scenarios.
On the other hand, as voice calls are no more queued by OTCS IVR but by CCD, only multi-media
interactions can benefit from Unified queuing mechanism.

In addition to the 3 previous scenarios (targeting resources located on the same OXE node than IVR), OTCS
is able to distribute calls amongst an OXE homogeneous network as long as :
o Pilots,
o Agents (the ones targeted directly and the ones being part of the Pilots distributions)
o Business sets
scenarios routed by OTCS TDM-IVR with OXE networking distribution.
OXE 1
OXE 2
Pilot 3b
Pilot 3 : Virtual CCD
ABC-F link
Scenario 3b
Agent PG
Pilot 2
Scenario 3
Remote PG
PSTN
Pilot 1
CCD
Agent
Agent PG
Scenario 2
CCD
Agent
Pilot 2
Scenario 1
Business
set
IVR PG
CTI
E1 (z-pcm)
CTI
OTCS
Core
Voice
Portal
OTCS Data link
OTCS
ALCATEL-LUCENT
Page 46 / 58

behavior of solution on top of OXE.
6.6.1
6.6.2
CCD IVR Processing Group configuration
The following parameters apply to all IVR Processing Groups used in OTCS context
Feature
Parameter
Value
Comment
IVR Processing Group Opening / Closing

according to CTI link state
Closed on IVR link lost
False
Not available with OTCS
6.6.3
6.6.4
6.6.5
ALCATEL-LUCENT
Page 47 / 58
7 OTCS-OXE Outbound voice call scenarios

This chapter describes the possible scenarios to treat Outbound voice calls in the different pacing modes :
Preview / Power dial (from Agent)

Predictive using OTCS Call Classifier
Outbound IVR (Power dial from OTCS SIP-IVR)
Outbound IVR (Power dial from OTCS TDM-IVR)
7.1 Preview / Power dial (from Agent)

The figure below gives an overview of the OTCS-OXE architecture supported to handle outbound voice call
scenarios in Preview and Power dialing pacing modes.
Preview / Power Dial

OXE
Pilo t
Agent PG
PSTN
Scenario 1a
Contact
CCD
Agent
RSI PG
Scenario 1b
Scenario 2
RSI
Agent
Business
set
CTI
OTCS
Unified
Dialer
OTCS
Core
OTCS Data link
OTCS
In Preview and Power dial modes, the outgoing call is done by OTCS through CTI using agents OXE phone
set.
Call classification (busy, no answer ) is automatically done by OTCS (based on CTI results provided by
OXE on outgoing call). Agent may manually provide additional classification (like fax or answering
machine).
ALCATEL-LUCENT
Page 48 / 58
7.2 Predictive using OTCS Call Classifier

Note : As specified in OTCS Solution Design Guide, OTCS Call Classifier must be tested and tuned by the
Professional Services team on each project.
The figure below gives an overview of the OTCS-OXE architecture supported to handle outbound voice call
scenarios in Predictive pacing mode using OTCS Call Classifier.
Outbound Predictive using OTCS Call Classifier

OXE
Pilot
Agent PG
Scenario 1a
CCD
Agent
PSTN
Contact
RSI PG
Call Classification
RSI
Agent
Scenario 2
SIP trunk
OTCS
Call
Classifier
OTCS
Unified
Dialer
Business
set
CTI
OTCS
Core
OTCS Data link
OTCS
In predictive dialing mode, OTCS can anticipate agents availability (according to outbound rules
configured and using OTCS Unified Dialer) to launch calls. For this purpose, a SIP trunk line is used by
OTCS Call Classifier to make an outgoing call to a contact.
Call result classification (no answer, busy ) is automatically done by OTCS. Extended outcomes (like fax
and answering machine) can be provided but require additional option (available only if corresponding
licenses acquired). In case of answering machine detection, OTCS Call Classifier is able to leave a voice
message (as requested by some countries regulatory rules like US or UK).
When a contact answers, call is transferred to the agents according to the different scenarios.
Transfer to CCD Pilot or RSI (OTCS Queued Routing Point) is not supported.
Note : As SIP resources (SIP trunk lines) between OXE and OTCS can be used for both inbound and
outbound calls, OTCS configuration must be set properly to deal with resources availability in case of SIP
Inbound / Outbound calls blending needs.
ALCATEL-LUCENT
Page 49 / 58
7.2.1
Safe harbor message
With this scenario (outbound predictive using OTCS Call Classifier), treating situations where no agent is
available and for which some regulatory restrictions apply (no call retention, play a safe harbor
message) cannot be treated automatically through an OXE configuration (targeting CCD pilot is not
supported). It has to be handled at OTCS level (OTCS Call Classifier plays safe harbor message and can also
support opt-out in order to insert the customer number in the DoNot Call List).
7.2.2
Scenario 1a / 1b : Targeting an OXE Agent
When OXE Agent receives the transferred call, it is considered (at OXE level) as a private call (no ACD
feature enabled).
(Help request on private calls : true).
Use of Agent reservation feature of OTCS might be necessary in this scenario to provide
inbound/outbound calls blending. In this case, agent working for an outbound campaign would be set in
withdrawal (Not ready) state.
As not only outgoing call but also waiting for agent answer is done by OTCS Call Classifier, the number of
simultaneous calls that can be treated is directly linked to the number of SIP trunk lines available for
OTCS Call Classifier. For dimensioning purpose (including licensing of both OXE and OTCS), it is important
to notice that 2 SIP trunk lines are required during the outbound call process (1 to call the contact, 1 to
call the agent).
Both SIP trunk lines are released only once call has been transferred to the available agent who answered.
7.2.3
Scenario 2 : Targeting a Business set
Same as Scenario 2, but without any ACD feature anyway.
ALCATEL-LUCENT
Page 50 / 58
7.3 Outbound IVR (Power dial from OTCS SIP-IVR)

Note : As specified in OTCS Solution Design Guide, Outbound IVR must be tested and tuned by the
The figure below gives an overview of the OTCS-OXE architecture supported to handle Outbound IVR voice
call scenarios using OTCS SIP-IVR.
Outbound IVR (Power dial from SIP-IVR)

OXE 1
RSI 2
Scenario 4
Pilot 2
Scenario 1
Agent PG
Scenario 2a
CCD
Agent
Contact
PSTN
RSI PG
Scenario 2b
Call Classification
RSI
Agent
Scenario 3
Business
set
SIP trunk
Voice
Portal
CTI
OTCS
Core
Automated
Agent
(routing
scripts)
OTCS Data link
OTCS
This outbound solution doesnt use OTCS Unified Dialer. See chapter 7.2 Predictive using OTCS Call
Classifier page 49 for predictive dialing capabilities.
A SIP trunk line is used by OTCS to make an outgoing call to a contact in power dialing mode.
Call classification outcomes are not treated automatically by OTCS but have to be handled in IVR script
developed for outbound calls treatment. Basic results (busy, no answer, ) are natively available whereas
extended results (like fax and answering machine) require additional option (available only if
corresponding licenses acquired).
ALCATEL-LUCENT
Page 51 / 58
When the contact answers, SIP-IVR can play a message (for self-service features for instance) and, if
needed, transfer this outbound call to the agents according to the different scenarios described below.
Transfer to RSI (OTCS Queued Routing Point) is not supported.
Note : As SIP resources (SIP trunk lines) between OXE and OTCS SIP-IVR are used for both inbound and
outbound calls, OTCS configuration must be set properly to deal with resources availability in case of
Inbound / Outbound call blending needs.
7.3.1
Scenario 1 : Targeting a CCD Pilot
This is the recommended scenario to be used.

It allows to efficiently treating situations where no agent is available.
Furthermore, as calls are received through a CCD Pilot distribution, agents have all CCD features enabled.
Example of configuration to treat lack of available agent when call is transferred : dissuasion guide
Pilot
WaitingQueue
Dissuasion Queue
Agent PG
Guide PG
Waiting Queue parameter Maximum waiting time must be set to 0 to avoid retention and
allow calls to be sent to the dissuasion queue when no agent is available.
Pilot Parameter Transfer to Pilot in dissuasion must be set to true
SIP trunk line is released as soon as call has been transferred to the Pilot (using REFER SIP method to
perform the Unattended/Blind transfer). Only 1 SIP trunk line is required to treat an outbound voice
call.
7.3.2
feature enabled).
(Help request on private calls parameter set to true).
Use of Agent reservation feature of OTCS might be necessary in this scenario to provide
inbound/outbound calls blending. In this case, agent working for an outbound campaign would be set in
withdrawal (Not ready) state.
As not only outgoing call but also waiting for agent answer is done by SIP-IVR, the number of simultaneous
calls that can be treated is directly linked to the number of SIP trunk lines available for SIP-IVR. For
dimensioning purpose (including licensing of both OXE and OTCS), it is important to notice that 2 SIP trunk
lines are required during the outbound call process (1 to call the contact, 1 to call the agent).
Both SIP trunk lines are released only once call has been transferred to the available agent who answered.
ALCATEL-LUCENT
Page 52 / 58
7.3.3
Same as Scenario 2, but without any ACD feature anyway.

7.3.4
Scenario 4 : Targeting a RSI
This is scenario allows to efficiently treating situations where no agent is available.

Furthermore, as calls are received through a RSI distribution, agents have all RSI features enabled.
SIP trunk line is released as soon as call has been transferred to the RSI (using REFER SIP method to
perform the Unattended/Blind transfer). Only 1 SIP trunk line is required to treat an outbound voice
call.
Note : This scenario is
not certified
7.4 Outbound IVR (Power dial from OTCS TDM-IVR)

Note : As specified in OTCS Solution Design Guide, Outbound IVR must be tested and tuned by the
The figure below gives an overview of the OTCS-OXE architecture supported to handle outbound IVR voice
call scenarios using TDM-IVR.
Outbound IVR (Power dial from TDM-IVR)

OXE
Pilot 2
Agent PG
CCD
Agent
Pilot 1
RSI PG
Scenario 2b
RSI
Agent
PSTN
Contact
Scenario 3
IVR PG
Business
set
E1 (z-pcm)
CTI
OTCS
Core
Voice
Portal
OTCS Data link
OTCS
This outbound solution doesnt use OTCS Unified dialing and is not intended to provide predictive dialing
capabilities.
The IVR Processing Group containing the IVR ports used for Outbound IVR calls, mustnt be used at the
same time to handle Inbound calls (through CCD Pilot 1 in the figure).
An IVR port is used by OTCS through CTI link to make an outgoing call to a contact in power dialing mode.
ALCATEL-LUCENT
Page 53 / 58
Like for power dialing on agent, call classification (busy, no answer ) is automatically done by OTCS
(based on CTI results provided by OXE on outgoing call).
TDM-IVR cannot provide additional classification (like fax or answering machine).
When the contact answers, IVR can play a message (for self-service features for instance) and, if needed,
transfer this outbound call to the agents according to the different scenarios described below.
7.4.1
Scenario 1 : Targeting a CCD Pilot
This is the recommended scenario to be used.

Same as Scenario 1, of Outbound IVR in Power dial mode from SIP-IVR (see chapter 7.3.1 page 52).
7.4.2
With this scenario (targeting directly an OXE Agent), playing safe harbor message can be treated by IVR.
feature enabled).
(Help request on private calls:true).
Use of Agent reservation feature of OTCS might be necessary in this scenario to inbound/outbound
blending. In this case, agent working for an outbound campaign would be set in withdrawal (Not ready)
state.
7.4.3
Same as Scenario 2a/2b, but without any ACD feature anyway.
7.5 Set calling number per campaign

OTCS introduces the ability for any kind of outbound voice call campaign to specify the Calling Number
which has to be sent to the called contact through public network.
This is a regulatory constraint in different countries (UK, Germany ) to provide a Calling Number which
allows called contact to either call back using this number, or make a complaint in which this number is
specified.
Note : evolution described in this chapter applies to ALL outbound scenarios described above.
When needed, this calling number has to be configured at OTCS level in canonical format with the
following mandatory content :
Canonical format
Country Code
Calling number to be sent
Country Code
Calling Number including area code if required
This parameter (ANI Configuration) is located in the Automatic Outbound Properties window of
Campaign configuration.
Parameter
Value
Comment
Override ANI
Yes
Corresponding box checked :
New ANI
Calling Number
Calling number in canonical format as described above
ALCATEL-LUCENT
Page 54 / 58
On OXE side, the Country Code must be set accordingly in the System parameters :
Parameter
Value
Comment
Country Code
Country Code
number

System / Go down hierachy / Other system parameters /
down hierachy / Signalling String
Go
The following parameter has to be set to allow use of the option through CTI :
Parameter
Value
Comment
Use Call Line Identification
Yes

Applications / CSTA
Needed for CTI initiated outbound calls (Preview/Power dial from
agent, Power dial from TDM-IVR, Predictive from virtual extension)
Example :
Calling Number to be used for OTCS campaign located in France Country Code is 33
Calling Number which needs to be sent to the contacts through ISDN network : 155667000
OXE parameter configuration :

Country Code :
33
Use Call Line Identification : YES
OTCS campaign Calling Number configuration :
+33155667000

7.6.1
This configuration applies to CCD Pilots targeted by scenarios Outbound IVR from OTCS SIP-IVR in Power
dial mode and Outbound IVR from OTCS TDM-IVR in Power dialing pacing mode.
7.6.2
7.6.3
7.6.4

7.6.5
SIP configuration
In addition to the parameters described in chapter 5.7.6 SIP configuration page42, the following
parameter must be set in OXE configuration to allow proper OTCS SIP outbound calls treatment when
optional call classification feature is used by OTCS SIP-IVR or Call Classifier (for fax, answering machine
detection ) :
SIP External Gateways used to access OTCS SIP trunk lines

Parameter
Value
Comment
SDP in 18x
True
Mandatory if call classification is used by OTCS SIP-IVR or

Call Classifier
ALCATEL-LUCENT
Page 55 / 58
8 OTCS-OXE Enhancements
This chapter describes OTCS solution enhancements linked to OXE features.
8.1 Supervised transfer on Pilot

OTCS introduces the ability to choose the type of supervised transfer used when making a consultation
call to a CCD pilot through CTI whatever the Pilot configuration is.
This behavior is totally transparent for agents (when using uAgent desktop application). It is also applied
for scripts using these requests (for TDM-IVR, CCD agents or Business sets) :
Extend call request :

Supervised transfer is forced to YES, allowing consulting party to reach an available agent (if any)
and transfer the call either while destination is alerting or after answer.
Blind transfer request :
Supervised transfer is forced to NO, and call is immediately transferred to the pilot.
On the other hand, predictive calls initiated by a virtual set which needs to be transferred to a CCD Pilot
do always force Supervised transfer to NO.
To allow manual calls to use Supervised transfer feature when initiating a second call to a CCD pilot, it
is recommended to set the CCD Pilot configuration parameter to TRUE on ALL Pilots :
Feature
Parameter
Value
Supervised transfer
Yes
This can nevertheless be modified according to the expected behavior when transfer to a CCD pilot is done
directly by the phone set on a case by case basis.
8.2 Use of Statistic Pilot : Configuration Requirements

Use of Statistic Pilot in an OTCS environment is not recommended. If this is nevertheless required
(maximum number of pilots reached for instance), the following configuration rules need to be applied to
allow proper call tracking and data association in OTCS.
On OXE side, the use of Call Tag field is forbidden :
Feature
Parameter
Value
Comment
Do NOT set a Call Tag in

Statistic Pilot
Call Tag
This field must be empty not to interfere with OTCS

logical call data transfer method
On OTCS side, Statistic Pilots must be declared as Pilot extensions with the proper Pilot usage type in
all Telephony Gateways (OXE and ACS) requiring use of these numbers.
Following parameters style needs to be specified as well.
Parameter
Value
Comment
From
xxxxx
xxxxx is the first OXE Statistic Pilot number of the range
To
xxxyy
xxxyy is the last OXE Statistic Pilot number of the range
Pilot usage type
Statistic pilot
Identifies a Statistic Pilot.
synchronization
Note : In case of migration from OTCS 8.2 step 1.1., All Statistic Pilots which were created using the
temporary solution (Adding 00000 in front of Statistic Pilot number) must be modified and use
the Pilot usage type instead.
ALCATEL-LUCENT
Page 56 / 58
8.3 Call Alternate support (from Phone set and uAgent)

Call Alternate (aka Toggle feature or broker call) allows to place an existing active call on hold and to
retrieve a previously held call (after a consultation call for instance, agent needs to alternatively talk to
the consulted party and to the caller).
OTCS 8.2 step 2.1 introduces the ability to support OXE Call Alternate feature when activated from phone
set and gives the possibility to activate this feature from uAgent.
To do so, a new parameter is added in OTCS XML configuration file (TGW_OXE_ALTERNATE_MODE_ACTIVE)
in order for OXE Telephony Gateway to operate in this alternate mode.
In this mode, as soon as a consultation call is issued (either from phone set or from uAgent), a second call
will be created and will appear in a second session on uAgent.
Agent will be able to interact on both sessions, but all features will not be available (for instance
requesting for a new extend call will be refused).
From uAgent, the following rules need to be applied to activate the features :
Alternate call : Hit the Retrieve button in the session of the Held call
Transfer call : Hit the Transfer button in the session of the Held call. Agent has transferred the
communication between the 2 parties.
Conference call : Hit the Conference button in the session of the Held call. Agent is in
conference with the 2 other parties
Reconnect call : Not available in a single operation. Requires using Disconnect button on
connected session followed by Retrieve button on held call session.
8.4 OXE agent phone set display availability on OTCS uAgent

When a call arriving through CCD Pilot is distributed on an Agent, the display of the OXE Agents phone set
gives some information related to the call (Pilot name, Caller identity, depending on Agent Processing
Group configuration, and call Waiting time).
In order to have these information available at uAgent level, OTCS 8.2 step 2.1 introduces the ability to
get these information from CTI and make them available in the acd field, which can be accessed from
either the Scripting Language or the uAgent Windows API (.NET control).
Its up to Agent script developer to display the required information at uAgent level after parsing the
acd field in order to extract the waiting time and the other call information separated by a |.
Note : An automatic update of uAgent display with these information will be available in a future OTCS
release.
8.5 Cancel Conference support (from Phone set)

OXE Cancel Conference feature allows a three party conference initiator (aka conference master or
conference controller) to come back to a simple conversation.
OTCS 8.2 step 2.1 introduces the ability to support OXE Cancel Conference feature when activated from
phone set (by hitting the End Conference softkey for instance).
Note : Support of this feature from uAgent will be available in a future OTCS release.
End of document
ALCATEL-LUCENT
Page 57 / 58
www.alcatel-lucent.com
ALCATEL-LUCENT
Page 58 / 58

8al 22030 4822 Uuzza 01

Transféré par

Informations du document

Titre original

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

8al 22030 4822 Uuzza 01

Transféré par

Droits d'auteur :

Formats disponibles

Alcatel-Lucent Enterprise Communication

Copyright 2014 Alcatel-Lucent. All rights reserved.

-Copyright Alcatel-Lucent 2000-2014. All rights reserved

Copyright 2014 Alcatel-Lucent. All rights reserved.

OXE Agent features

Other Inbound and Outbound scenarios

Copyright 2014 Alcatel-Lucent. All rights reserved.

Scope of this document ................................................................................................8

OTCS-OXE Inbound voice call scenarios (using OXE-RSI) .......................................................9

Receive voice call : Arrival on OXE-RSI ..................................................................... 10

Routing Script usage ........................................................................................ 10

Default Routing usage ...................................................................................... 11

OTCS OXE-RSI integration known Restrictions / Limitations ............................................ 11

OXE-RSI Media Operations available ........................................................................ 12

Playing a Voice Guide ...................................................................................... 12

Collecting Digits ............................................................................................. 12

Scenario 1 : Targetting Business Set ........................................................................ 13

Scenario 2 : Targetting RSI Agent ........................................................................... 13

Scenario 3 : Targetting OTCS SIP-IVR ....................................................................... 13

Scenarios extension for OXE networking support ......................................................... 14

OTCS - RSI Defence and Overflow mechanisms ........................................................... 15

RSI Defence : RSI Overflow Address ..................................................................... 15

RSI Defence : CCD backup use ............................................................................ 16

OTCS Defence with Default Routing : Campaign Distribution Overflow ........................ 17

OTCS Defence with Routing Script : Campaign Distribution Overflow .......................... 17

OTCS Defence : No Open Campaign found for OXE-RSI call ......................................... 18

Configuration Requirements .................................................................................. 18

OXE-RSI configuration ...................................................................................... 18

RSI or CCD Agent Processing Group configuration ..................................................... 19

CCD Agent Processing Group configuration ............................................................. 19

OXE Agent configuration ................................................................................... 19

CSTA configuration ......................................................................................... 19

OTCS-Agent Campaign configuration .................................................................... 20

CCD Pilot configuration .................................................................................... 20

Supervised transfer on RSI : Limitations ................................................................... 20

Outbound Predictive with distribution to OXE-RSI ............................................................ 22

OTCS-OXE Agent Features........................................................................................... 23

OXE Transaction Code / OTCS Outcomes .................................................................. 24

OXE Automatic Wrap-Up / OTCS Wrap-Up ................................................................. 24

Copyright 2014 Alcatel-Lucent. All rights reserved.

RSI Ringing Overflow (Call Rotation) / OTCS Campaign RONA ......................................... 25

OXE Manual Wrap-Up .......................................................................................... 26

OXE Manual Wrap-Up in Pause ............................................................................... 26

OXE Pause after Manual Wrap-Up in Pause ................................................................ 26

OXE Eternal Wrap-Up .......................................................................................... 26

Help request by agent during ACD call ..................................................................... 27

Help request by agent during private call ................................................................. 27

Supervisor monitoring features .............................................................................. 28

Agent presentation guide ..................................................................................... 29

Reason code for withdrawal .................................................................................. 29

Withdrawal after logon ........................................................................................ 29

Withdrawal on No answer ..................................................................................... 29

Agent Logon ..................................................................................................... 30

Agent Logoff ..................................................................................................... 30

Supervisor Logon ............................................................................................... 30

Supervisor Logoff ............................................................................................... 31

Processing Group Entry/Exit (OXE Supervisor) ............................................................ 31

Direct CCD call .................................................................................................. 31

Outgoing CCD call .............................................................................................. 31

CCD Partial withdrawal ........................................................................................ 32

Outgoing call forbidden ....................................................................................... 32

Release incoming ACD Call Forbidden ...................................................................... 32

Call pick-up ...................................................................................................... 32