Troubleshoot OmniTouch CCD Issues

TROUBLESHOOTING GUIDE No. TG0016 Ed.
04
Alcatel OmniTouch Contact Center Nb of pages : 76 Date : 29 may 2012
SUBJECT : OmniTouch CCD
This document is a guide to help you to solve known problems around the CCD.
1
Alcatel OmniTouch Contact Center
TROUBLESHOOTING GUIDE No. 16 OmniTouch CCD
CONTENTS
1. HISTORY ......................................................................................6
2. INTRODUCTION ..........................................................................6
3. LOGON DOES NOT WORK FROM SET .........................................6

3.1. The display shows "Please, hang up" when you press the logon key ......... 6
3.2. The display shows "Not authorized" when you press the logon key .......... 7
3.3. The display shows "Identification" when you press the logon key and when
you dial the agent number the display shows "Log-on is not authorized" .. 7
3.4. Logon successful but the display shows "Pre-ass agent" ............................ 9
4. CANNOT CREATE CCD OBJECTS ...............................................11
5. LOST CCD REPORT AFTER SOFTWARE UPGRADE .......................12
6. INTER GUIDE TONE AND TIMER 27 ...........................................13
7. LOCAL CALL TO PILOT (LOCAL HYBRID LINK) ............................14
8. CALLS ARE NOT ROUTED TO THE DEDICATED PILOT .................16
9. CALLER CANNOT RETURN TO THE WAITING QUEUE AFTER

BEING ROUTED TO THE IAA ......................................................17
10. CALLS ARE ROUTED TO THE VOICE MAILBOX OF THE

FORWARDED SET, INSTEAD OF THE ORIGINAL CALLED SET ......19
11. CANNOT ROUTE CALLS TO THE VOICE MAILBOX ASSOCIATED

TO THE PILOT VIA THE DISSUASION/REDIRECTION QUEUE,
WITHOUT RINGING THE VOICE MAIL USER. ..............................22
Ed. 04 / 29 May 2012 1 TG0016

OmniTouch CCD TROUBLESHOOTING GUIDE No. 16
12. BUSINESS CODE AND TRANSACTION CODE .............................24

12.1. Aim: How to manage a code in pilot? ..................................................... 24
12.2. System management .............................................................................. 24
12.3. How to get them through the CCS? ........................................................ 24
13. CCD - CALL ROUTING RULE ......................................................25

13.1. What is the blocked state? ...................................................................... 25
13.1.1. What is a main direction?............................................................................ 25
13.2. Why manage the parameter Blocked pilot? ............................................ 27
13.3. What is the tab General forward for? ..................................................... 28
14. BUSY TONE AND CALL RELEASE ON PILOT ................................29

14.1. General case .......................................................................................... 29
14.2. Typical case ............................................................................................ 29
14.2.1. Only one direction: a normal waiting queue ............................................... 29
14.2.2. Dissuasion/Redirection ................................................................................ 30
14.2.3. Mutual aid/Intelligent overflow ................................................................... 30
14.3. Blocked pilot ........................................................................................... 30
14.4. Synthesis array ....................................................................................... 30
14.4.1. Dissuasion/Redirection Busy Tone On DDI/DID = True ............................... 31
14.4.2. Dissuasion/Redirection Busy Tone On DDI/DID = False .............................. 32
15. TRANSFER TO A PILOT FROM A4645 (EVA) VOICE MAIL ............33

15.1. Pilot open and agents free behind normal queue ................................... 33
15.2. Pilot open and agents busy behind normal queue .................................. 33
15.3. Pilot open but the only direction possible is a dissuasion queue ............. 33
15.4. Pilot blocked ........................................................................................... 33
15.5. Pilot closed ............................................................................................. 34
16. CALL ROUTING DISTRIBUTION – A FEW EXPLANATIONS ABOUT

THE FOLLOWING ITEMS ............................................................35
16.1. Normal queue without any other direction ............................................. 35
16.2. Timer before parking .............................................................................. 36
TG0016 2 Ed. 04 / 29 May 2012

16.3. Parking overflow to a voice guide ........................................................... 36

16.4. How to suppress a voice guide ............................................................... 37
16.5. Level 6 parking guide manage ............................................................... 38
16.6. What is the difference between Mutual Aid/Intelligent overflow and
Dissuasion/Redirection? ......................................................................... 38
16.7. Agent PG behind dissuasion/redirection queue ...................................... 38
16.8. Transfer to a pilot in dissuasion/redirection mode .................................. 39
17. CALL IN WAITING QUEUE AND FREE AGENT ............................40
18. ADMINISTRATOR / SUPERVISOR RIGHTS ...................................42

18.1. Administrator / supervisor password ...................................................... 43
18.2. Private Data ............................................................................................ 43
19. HOW TO DISABLE THE MANUAL WRAP-UP IN A PROCESSING

GROUP? ....................................................................................46
19.1. Management by the CCS ........................................................................ 46
19.2. Managment by mgr ................................................................................ 47
20. TRUNK GROUP MONITORING STOPPED ....................................47
21. AFE INCIDENTS .........................................................................47
22. THE NUMBER OF TIMES A CALL CAN BE ROUTED TO PILOTS IS

LIMITED TO 4.............................................................................48
23. APPENDIX 1: DYNAMIC VOICE GUIDES .....................................49

23.1. Step to create the dynamic voice guides ................................................. 49
23.2. Board creation ........................................................................................ 49
23.3. DSP creation ........................................................................................... 51
23.4. Voice guide creation ............................................................................... 51
23.5. Message assignment ............................................................................... 52
23.6. Recording of the messages ..................................................................... 52
23.7. Testing the voice guide ........................................................................... 57
Ed. 04 / 29 May 2012 3 TG0016

23.8. Maintenance ........................................................................................... 59
24. APPENDIX 2: MAINTENANCE COMMANDS................................60

24.1. List .......................................................................................................... 60
24.2. Command for dialogue contexts ............................................................. 61
24.3. pildstctx .................................................................................................. 61
24.4. pgctx ....................................................................................................... 62
24.5. ctxacd ..................................................................................................... 62
24.6. tabctx ...................................................................................................... 63
24.7. tabnodectx .............................................................................................. 63
24.8. ctxretry.................................................................................................... 63
24.9. ctxstate ................................................................................................... 64
24.10. ctxsendmsg ......................................................................................... 65
24.11. Examples ............................................................................................ 66
24.11.1. tabpil........................................................................................................ 66
24.11.2. tabwq ....................................................................................................... 66
24.11.3. tabpg ....................................................................................................... 66
24.11.4. tabag ....................................................................................................... 67
24.11.5. tabpilstat .................................................................................................. 67
24.11.6. pilacd ....................................................................................................... 68
24.11.7. wqacd ...................................................................................................... 69
24.11.8. pgacd ....................................................................................................... 69
24.11.9. agacd ....................................................................................................... 71
24.11.10. piwq ......................................................................................................... 71
24.11.11. wqpg ........................................................................................................ 72
24.11.12. pgwqlist ................................................................................................... 72
24.11.13. wqpilist .................................................................................................... 74
24.11.14. wqpglist ................................................................................................... 74
24.11.15. piwqlist .................................................................................................... 75
TG0016 4 Ed. 04 / 29 May 2012

Ed. 04 / 29 May 2012 5 TG0016

1. HISTORY
Edition 01 : Creation of the Troubleshooting Guide.
Edition 02: Split of Troubleshooting Guide TG0016 and addition of new known problems.
Edition 03: Add the item "Trunk Group Monitoring Stopped"
Edition 04: Add the item "The number of times a call can be routed to pilots is limited to 4."
2. INTRODUCTION
This document is a guide to help you to solve known problems around the CCD.
For latest news, and document updates, please refer to the Alcatel Business Partner Web Site at
the following URL http://www.businesspartner.alcatel.com/
There are 3 different parts in the document :
1 CCD – Call Center Distribution
2 Appendix 1 – Dynamic voice guides
3 Appendix 2 – Maintenance commands
3. LOGON DOES NOT WORK FROM SET
3.1. The display shows "Please, hang up" when you press the logon key
Symptom
The display shows "Please, hang up" when you press the logon key.
Solution
Check that the ACD prefix has been created (mgr/Translator/Prefix_Plan/Local_Features
/ACD_prefixes)
/mgr/Translator/Prefix_Plan
Consult/Modify: Prefix Plan
Node Number (reserved) : 102

Instance (reserved) : 1
Number : 571
Prefix Meaning + Local Features
Local Features + ACD prefixes
TG0016 6 Ed. 04 / 29 May 2012

3.2. The display shows "Not authorized" when you press the logon key
Symptom
The display shows "Not authorized" when you press the logon key.
Solution
Check the Phone Facilities categories (mgr/Categories/Phone_Facilities_Categories/ACD_Prefixes =
1).
/mgr/Categories/Phone_Facilities_Categories/
Consult/Modify: Phone Facilities Categories
Collect text : 0
Collect fax : 0
Message deposit : 0
Text deposit : 0
Image deposit : 0
ACD prefixes : 1
Meet me Conference : 0
Cancel Wake-up : 1
Switch off Message LED : 0
Room status management : 0
Mini bar : 0
Voice Mail Manager Access : 0
3.3. The display shows "Identification" when you press the logon key and when
you dial the agent number the display shows "Log-on is not authorized"
Symptom
The display shows "Identification" when you press the logon key and when you dial the agent
number the display shows "Log-on is not authorized".
Solution
1 Check that the dialed number is an agent number
(mgr/Applications/CCD/Operators/Operators_Data_Management)
/mgr/Applications/CCD/Operators/Operators_Data_Management
[ 12 ] Instances: Operators data management
-> 32811
32812
32813
32814
32815
32816
32817
32818
32819
32901
32902
Ed. 04 / 29 May 2012 7 TG0016

32903
2 Check that the agent is not already logged

(mgr/Applications/CCD/Operators/Operators_Data_Display)
/mgr/Applications/CCD/Operators/Operators_Data_Display
Consult/Modify: Operators data display

Directory number : 32811
Operator type + Agent

Operator state + Available
Associated phone set : 32401
Processing group Number : 32701
3 Check that the agent is associated to another "ACD authorized phone set"
(mgr/Applications/CCD/Operators/Operators_Data_Management/Associated_Phone_Set/)
/mgr/Applications/CCD/Operators/Operators_Data_Display
Consult/Modify: Operators data management


Private agent No. : --------
Presentation mess. activation + False
Presentation mess. Nb : -1
Presentation mess. file Nb : 0
Forwarding activ. on logon/logoff + False
TG0016 8 Ed. 04 / 29 May 2012

4 Check that the agent is attached at least to one PG

(mgr/Application/CCD/Operators/Operators_Data_Management/Attaching_List)
/mgr/Application/CCD/Operators/Operators_Data_Management/Attaching_List
Consult/Modify: Attaching list

Preferential Processing Group + True

Serial number : 4
3.4. Logon successful but the display shows "Pre-ass agent"

Symptom
Logon successful but the display shows "Pre-ass agent".
Solution
Attach the agent in a PG (/mgr/Application/CCD/Operators/Action).
/mgr/Application/CCD/Operators/Action
Consult/Modify: Action


Preferential Processing Group : --------
Action + None
The agent is attached to one PG: use the Preferential Processing Group parameter
(/mgr/Applications/CCD/Operators/Operators_Data_Management/Attaching_List/Preferenti
al_Processing_Group = True)
/mgr/Applications/CCD/Operators/Operators_Data_Management/Attaching_List/
Ed. 04 / 29 May 2012 9 TG0016

Consult/Modify: Attaching list

Preferential Processing Group + True

Serial number : 4
If the agent is attached to several PG: use the Self-assignable agent parameter
(/mgr/Applications/CCD/Operators/Operators_Data_Management/Self-assignable_agent =
True)
/mgr/Applications/CCD/Operators/Operators_Data_Management/
Consult/Modify: Operators data management


Private agent No. : --------
Presentation mess. activation + False
Presentation mess. Nb : -1
Presentation mess. file Nb : 0
Forwarding activ. on logon/logoff + False
......................
......................
Agent facilities
Self-assignable agent + True

Secret code expected + False
TG0016 10 Ed. 04 / 29 May 2012

4. CANNOT CREATE CCD OBJECTS

Symptom
The system returns the error below when you try to create the set as one of the following:
"ACD station = ACD authorized phone set"
"ACD station = Agent"
"ACD station = Supervisor"
Error
Press CANCEL to remove this window
Processing Failure
OBJECT -1: ATTRIBUTE 0: No ACD prefix: can't create ACDV2 objects
Solution
Create the ACD prefix is : /mgr/Translator/Prefix_Plan
Consult/Modify: Prefix Plan

Number : 571

Local Features + ACD prefixes
Ed. 04 / 29 May 2012 11 TG0016

5. LOST CCD REPORT AFTER SOFTWARE UPGRADE

Symptom
When you upgraded the software you could lose the CCD reports of the last day. Why?
The system compiles the CCD reports of the day at 00h00, so if the telephone application does not
run at 00h00 the system cannot compile the CCD reports of the day.
Solution
To compile the CCD reports correctly, follow the steps:
Restore the statistic files on a CPU in lab.
Start the CPU and launch RUNTEL.
Go to /usr4/afe (command: cd /usr4/afe).
Check if the "indYYMMDD.sta" file exists (command : ll indYYMMDD.sta)
YY=year, MM=month, DD=day.
For the telephone application to be completely started:
change the date as day needed at 23h52; at 00h00 the PBX will start the compilation,
check if the "indYYMMDD.sta" file exists (command: ll indYYMMDD.sta)
YY=year, MM=month, DD=day,
when the file does not exist any more, the compilation is completed. The PBX deletes this
file when it has finished the compilation,
copy the dyYYMMDD.sta and hrYYMMDD.sta files on CPU of site in the /usr4/afe
directory.
TG0016 12 Ed. 04 / 29 May 2012

6. INTER GUIDE TONE AND TIMER 27

Symptom
If the CCD call comes through an analog line, it has to connect via a tone detector. This tone
detector is used to detect when the caller hangs up (goes on-hook) in order to halt distribution of the
call.
Chronology of the detector tone connection:
1 The call comes on the pilot.
2 The presentation guide is played.
3 The timer 27 (6s) starts at the end of the presentation guide.
4 During the timer 27, the system tries to find and connect the tone detector and plays the inter
guide tone of pilot (6s).
Solution
Disable playing of the inter guide tone: turn the parameter No dectec. of On-hook tone to False.
In this case, the tone detector is connected as soon as the call comes on to the system.
CAUTION
Modification of timer 27 is forbidden.
/mgr/system/Other_System_Param/
Consult/Modify: Other System Param.

Trunk seizure via attendant + True

No detect.of On-hook tone + True
TrkGrp in ticket for trans.call + True
VPN service + False
ISVPN Node No. : 2
No. Digits displayed on sets : 1
Melody Ringing Type : 1
Int.Call Ringing Cadence No. : 1
Ext.Call Ringing Cadence No. : 1
Executive Type Ringing Cadence No. : 1
Priority Call Cadence No. : 1
ISO Function + False
Reserve B Channel + False
No control: Business Account Code + False
Business Pref.With Business No. + True
Project prefix With Code + False
Back
Ed. 04 / 29 May 2012 13 TG0016

7. LOCAL CALL TO PILOT (LOCAL HYBRID LINK)

Symptom
Local call is not reaching the pilot.
A local hybrid link needs to be created to allow the local call to reach the pilot. The local hybrid link
is available from R4.1.
Solution
Implement a hybrid local link, per the following steps:
Declaration of the hybrid local link.
Declaration of the two accesses of the hybrid link on the same node, (you must declare at
least two accesses in order for the hybrid local links to operate).
Check that the X25 access clusters (183 and 184) are operational.
/mgr/Inter-Nodes Links/Logical Links (ABC-F)
Consult/Modify: Logical Links (ABC-F)

Link Name : Loop
Link Type + Hybrid

Adjacent Node : 2 Note 1
Adjacent Network : 12 Note 2
Trunk Category : 18
B Channel Choice + YES
TS Overflow + YES
Csta monitored + False
Incidents Teleservice + YES
Signal Establis.Mode + Permanent User
Routing Type + Dynamic Routing
TS Distribution on Accesses + YES
Multi access hybrid link + YES
MUX presence + NO
Notes
1 Enter the number of the local node.
2 Enter the network number that is different from the local network.
Back
TG0016 14 Ed. 04 / 29 May 2012

/mgr/Inter-Nodes Links/Logical Links (ABC-F)/Hybrid Link Access

Consult/Modify: Hybrid Link Access Consult/Modify: Hybrid Link Access
Node Number (reserved : 102 Node Number (reserved : 102

Instance (reserved) : 1 Instance (reserved) : 1
Link Name : Loop Link Name : Loop
Access number : 1 Access number : 2
Physical address main access 1-0-0 Physical address main access : 1-0-1
Signalling type + B Channel Signalling type + B Channel
Main established tempo : 30 Main established tempo : 30
Access Cluster Id : 1 Access Cluster Id : 2
Has StandBy Signalling + False Has StandBy Signalling + False
StandBy Signalling Type + Unused StandBy Signalling Type + Unused
Network Date Time Update + NO Network Date Time Update + NO
Called Number : --------- Called Number : ---------
Back
/mgr/x25/ X25 Access Cluster/ X25 Access Point

Consult/Modify: X25 Access Point Consult/Modify: X25 Access Point
Node Number (reserved) : 102 Node Number (reserved) : 102

Instance (reserved) : 1 Instance (reserved) : 1
Access Cluster Id : 0 Access Cluster Id : 0
Port IPC/TEI : 183 Port IPC/TEI : 184
Operational + YES Operational + YES

X25 Address : ------ X25 Address : ------
Number Packet Network : 0 Number Packet Network : 0
................................. .................................
................................. .................................
Implicit Activation Mode + Normal Implicit Activation Mode + Normal
Implicit Priority : 0 Implicit Priority : 0
Back
Ed. 04 / 29 May 2012 15 TG0016

8. CALLS ARE NOT ROUTED TO THE DEDICATED PILOT

Symptom
When the agent processing group is not available, calls are not routed to the dedicated pilot, as a
result, the remote processing group and the dedicated pilot are both in open state.
Solution
If the ABC-F2 link is a hybrid link properly configured and if the suproutage command shows no
B-channel available in a non-traffic period, reset the T2 (PRA2 or BPRA2) or T1 (DPT1) boards
involved in the hybrid link configuration.
Remark
A double "bascul" will not fix the trouble.
Procedure
A) In the suproutage menu, select the option 2:
Routing Supervision of the node ccda_n24
1: Description of Output Links

2: Network's Global Topology
3: Description of a Distant Node's Links
4: Optimum Path Tree
5: Description of the Output Trunks
6: Network's Trunks Description
7: Description of local X25 DTE
Q: Exit The Supervisor
B) Select the option 5 to see the VPN hop:
NETWORK COSTS TOPOLOGY FOR TELEPH Quality Voic
Local Node: 24
┌───┐ ┌───┐
│ 25├───────────── 9───────────────── S ───────────────── 9───────────┤ 24│
└───┘ └───┘
Cost = 1 (TS_FREE>=8), 2 (8>TS_FREE>=2), 3 (TS_FREE=1), S (TS_FREE=0)

X25D:<1> TELEPH:<2> Nx64:<3> FRELAY:<4> VPN:<5> QUIT:<Q>
NETWORK COSTS TOPOLOGY FOR VPN Quality Voic

Local Node: 24
┌───┐ ┌───┐
│ 25├───────────── 9───────────────── S ───────────────── 9───────────┤ 24│
└───┘ └───┘
Cost = 1 (TS_FREE>=8), 2 (8>TS_FREE>=2), 3 (TS_FREE=1), S (TS_FREE=0)

X25D:<1> TELEPH:<2> Nx64:<3> FRELAY:<4> VPN:<5> QUIT:<Q>
C) If the letter S is displayed between the 2 nodes in the "network costs topology for VPN":
TG0016 16 Ed. 04 / 29 May 2012

Launch the rstcpl command on the T2 or T1 board involved in this ABC-F2 hybrid link.
9. CALLER CANNOT RETURN TO THE WAITING QUEUE AFTER BEING

ROUTED TO THE IAA
Symptom
While in the waiting queue, calls are routed to the IAA to propose alternative routing options to the
callers, but if the proposed options do not match the caller's needs, the caller cannot return to the
queue.
Solution
When a call in a waiting queue is routed to the IAA, whatever the parking level, the caller can return
to the waiting queue and keep his previous position in the queue if an Automatic choice menu
type of leaf, having Release as the timeout action type, is configured:
mgr/Applications/Automated Attendant/Descend hierarchy/Automated Attendant

Leaves
Ed. 04 / 29 May 2012 17 TG0016

Review/Modify: Automated Attendant Leaves

Leaf No. : 2
Leaf Name : Back to WQ

Leaf Type + Automatic Choice Menu
Guide Info
Tones : 1
Listening Time : 1
Broadcast No. : 0
Time-out Action
Action Type + Release

Directory Number : --------
Leaf No. : 0
TG0016 18 Ed. 04 / 29 May 2012

10. CALLS ARE ROUTED TO THE VOICE MAILBOX OF THE

FORWARDED SET, INSTEAD OF THE ORIGINAL CALLED SET
Symptom
When a call is routed to a forwarding processing group, having as forwarding address a user (3100)
associated to a voice mailbox, which itself is forwarded to another user (3101) associated to a voice
mailbox and but 3100 is not answering the call, the caller is routed to the 3101 voice mailbox
instead of the 3100 voice mailbox.
3100 3101
Solution
Set the field Voice Mail Forwarding to Ring Called Set Mail in the Phone Facility
Category of the pilot.
Ed. 04 / 29 May 2012 19 TG0016

Procedure
A) Look for the phone facility category used in the pilot:
mgr/Applications/CCD/Pilo/Consult/Modify
Consult/Modify: Pilot
Routing Direction 17 : --------

ABC Local Call Allowed + True
Pilot Facility Category : 0
Pilot Entity No. : 41
Language Number + French
Pilot Routing Flag + False
Transfer to pilot in dissuasion + False
Pilot Supervised Transfer + False
Public Network Category : 2
Emergency closure
Emergency closure address : --------

Emergency closure guide number : 1519
Emergency closure guide timer : 100
Emergency closure Diff Nb : 1
Public Rerouting + No public rerouting
B) Set the Phone Facility Category field value:
mgr/Categories/Phone Facilities Categories/Consult/Modify
Consult/Modify: Phone Facilities Categories
Area 17 : 1
Area 18 : 1
Area 19 : 1
Area 20 : 1
Area 21 : 1
Area 22 : 1
Area 23 : 1
Area 24 : 1
Area 25 : 1
Area 26 : 1
Area 27 : 1
Area 28 : 1
Area 29 : 1
Area 30 : 1
Area 31 : 1
Voice Mail Forwarding + Ring Called Set Mail

Default Overflow Type + No forward
Default Overflow Adressee + Nothing
Quality Profile for Voice on IP + Profile #2
TG0016 20 Ed. 04 / 29 May 2012

Result
The caller is routed to the 3100 set voice mailbox.
3100 3101
Ed. 04 / 29 May 2012 21 TG0016

11. CANNOT ROUTE CALLS TO THE VOICE MAILBOX ASSOCIATED TO

THE PILOT VIA THE DISSUASION/REDIRECTION QUEUE,
WITHOUT RINGING THE VOICE MAIL USER.
Symptom
When a call is routed to the pilot voice mail user (3000) after being routed to a dissuasion
(redirection) queue and a forwarding processing group, the voice mail user set rings before
overflowing to the voice mailbox.
Remark
We do not want the user to be immediate forwarded to the voice mail.
Voice Mail: 3000
Forwarding
Directory Nb: 3000
Solution
Instead of configuring the voice mail user as forwarding directory number in the processing group,
configure the main voice mail directory number (3500 in this example).
Voice Mail: 3000
Forwarding
Directory Nb: 3500
TG0016 22 Ed. 04 / 29 May 2012

Functioning principle
When an incoming call arriving to a pilot is routed to the main voice mail directory number, the
application sends the extension number of the user declared in the "Voice Mail" field of the pilot to
the voice mail system. Thus, the caller is routed to the voice mailbox of the user that is linked to the
pilot.
Remark
This will allow you to have only one dissuasion (redirection) queue and only one forwarding
processing group for all pilots:
Voice Mail: 3000 3001
Forwarding Directory Nb: 3500
Ed. 04 / 29 May 2012 23 TG0016

12. BUSINESS CODE AND TRANSACTION CODE
12.1. Aim: How to manage a code in pilot?

This code is used to qualify the Call at the end of the conversation, just before the wrap-up time.
There are 2 different codes:
Codes Description
BUSINESS COD Maximum 3 digits. Used to have statistics through Excel from CCS.
TRANSACTION CODE Maximum 15 digits. Only in statistics file. This code can be used through an
external application or can be seen it from the CCTA application.
12.2. System management

There are 3 parameters in pilot configuration:
Transaction Code Dialing
Transaction Code Dialing Timer : 100

Nb of Transac.Code Dialing Digits : 0
Business Code + False
Default values are as follows:

If you change Nb of Transac.Code Dialing Digits to a value, you have to enter a
code at the end the of conversation.
If you choose Business Code + False, that means that you have a transaction code. In
this case, you can choose Nb of Transac.Code Dialing Digits from 1 to 15 digits.
If you choose Business Code + True, that means that you have a business code. In this
case, you can choose Nb of Transac.Code Dialing Digits from 1 to 3 digits.
Transaction Code Dialling Timer is the amount of time you have to enter the code.
By default it is 10 seconds.
12.3. How to get them through the CCS?

In CCS, in statistics Excel menu, you have "Transaction Code". To have data in this menu, you must
configure the BUSINESS CODE.
Result is displayed in "FormCod.xls".
Transaction Code Number of tables :

Number of tables filled with information :
Transaction Number of Total of call Total of Wrap-up Transaction Number of Total of call Total of Wrap-up
code calls processing duration duration code calls processing duration duration
Transaction code: The transaction code's number. The statistics for approximately 200 transaction
codes are provided in each report.
TG0016 24 Ed. 04 / 29 May 2012

13. CCD - CALL ROUTING RULE

One call routing rule MUST be activated on each pilot. Call routing rules are dependent on pilots.
All pilots can have the call routing rule number 0.
Call routing rule is used to manage pilot's modes.
There are 2 modes for pilots.
Pilot can be in NORMAL mode. This mode allows to manage the pilot in 2 states: OPEN
and BLOCKED.
Pilot can be in GENERAL FORWARD mode.
13.1. What is the blocked state?

The blocked state is an open state in a specific case.
In the CCS, the call routing window allows all possible queues for a pilot to be seen. For each of
them, it is possible to configure:
Main direction.
Normal state (open).
Blocked state.
13.1.1. What is a main direction?

Main direction: this direction is used by the algorithm to determine the pilot state. If ALL main
directions are blocked, then the pilot is blocked.
Example 1: Pilot is in OPEN state, because at least one main direction is OPEN.
Ed. 04 / 29 May 2012 25 TG0016

Example 2: Pilot BLOCKED, because all main directions are BLOCKED.
Example 3: Pilot BLOCKED, because all main directions are BLOCKED.
Example 4 : Pilot OPEN, because at least one main direction is OPEN.
TG0016 26 Ed. 04 / 29 May 2012

13.2. Why manage the parameter Blocked pilot?

This item is used by the system when the "rule" for the pilot in blocked state has been configured.
If this item is validated, the system checks the Blocked parameter in the normal mode tab in the
call routing rule.
The pilot is blocked, but calls go through the queue 15300, because this direction is open in this
pilot state. In this case, a new call is connected to voices guides configured in blocked table. Voices
guides can be different than in open state.
Notes
1 If the "rule" is selected for blocked state in the pilot configuration, and nothing is configured in
the pilot call routing rule in column blocked, the system first checks if there is an address and
then a voice guide. Do not tick the distribution for the blocked state (see the "call routing"
window) if the blockage is not configured (see "closure address" window).
2 Priority values in blocked state are the same as priority values in open state.
Ed. 04 / 29 May 2012 27 TG0016

13.3. What is the tab General forward for?

This tab is used to manage direction in the general forwarding mode when a "rule" is configured for
the pilot in the general forwarding state.
In this case, calls are routed to open directions in the general forwarding mode.
Note
In this state, we can change the priority for calls.
Remark
In the pilot call routing rule configuration, it is possible to change the pilot state by using the
calendar. In this calendar, there are 2 modes: OPEN and GENERAL FORWARDING. There is
nothing about the blocking mode, it is normal.
TG0016 28 Ed. 04 / 29 May 2012

14. BUSY TONE AND CALL RELEASE ON PILOT

Why and how manage the Dissuasion/Redirection Busy Tone On DDI/DID Boolean?
mgr/Applications/Pilot/Dissuasion Busy Tone On DDI/DID
14.1. General case

Conditions:
All agents are busy.
Only normal waiting queues are validated in active pilot routing rule.
All directions are saturated.
Result
Pilot presentation guide is not

Pilot presentation guide is
managed managed
Dissuasion/Redirection The busy tone is broadcast but the
Busy Tone On DDI/DID The busy tone is broadcast pilot presentation guide is not
= True broadcast
The pilot presentation guide is
Dissuasion/Redirection The call is routed in the waiting
broadcast, then the call is routed in
Busy Tone On DDI/DID queue and connected to the ring-
the waiting queue and connected to
= False back tone
the ring-back tone
14.2. Typical case

One normal waiting queue with maximum waiting time set to 0 second.
14.2.1. Only one direction: a normal waiting queue

Dissuasion/Redirection Busy Tone On DDI/DID = True
Next call get the busy tone
Dissuasion/Redirection Busy Tone On DDI/DID = False
Pilot presentation guide is not

Pilot presentation guide is managed
managed
Autocut for The pilot presentation guide is broadcast,
The busy tone is broadcast
blocking = True then the call is released
The pilot presentation guide is broadcast,
Autocut for
The blocking guide is broadcast then the blocking guide is broadcast,
blocking = False
then the call is released
mgr/Applications/Pilot/Autocut for blocking
Ed. 04 / 29 May 2012 29 TG0016

14.2.2. Dissuasion/Redirection
Conditions
Pilot routing rule: Normal waiting queue with priority set to 0 and Dissuasion queue with
priority set to 9.
Result
The next call is routed to the dissuasion/redirection queue whatever the value of
Dissuasion/Redirection Busy Tone On DDI/DID.
14.2.3. Mutual aid/Intelligent overflow

Conditions
Pilot routing rule: Normal waiting queue with priority set to 0 and Mutual aid queue with
priority set to 9.
Result
If dissuasion/redirection Busy Tone On DDI/DID = True: the next call gets the busy tone.
If dissuasion/redirection Busy Tone On DDI/DID = False: the next call gets the
presentation guide (if configured), then it is routed to the mutual aid queue.
14.3. Blocked pilot

If Autocut For Blocking = True
The busy tone is broadcast.
If Autocut For Blocking = False
The call is routed depending on the management of the blocked mode (blocking on rule,
blocking on address, blocking on voice guide).
14.4. Synthesis array

There are 5 parameters:
Dissuasion/Redirection Busy Tone On DDI/DID.
Maximum waiting time.
Presentation guide.
Number of resources.
Number of call in progress.
Remarks
In this example, the number of resources is 1 and the number of calls in progress is 1 or 2. This
means that the number of calls in progress is equal to or greater than the number of resources.
The maximum waiting time of the queue may be:
0 or the waiting queue may be saturated,
> 0 and the queue not saturated.
TG0016 30 Ed. 04 / 29 May 2012

14.4.1. Dissuasion/Redirection Busy Tone On DDI/DID = True
Dissuasion/Redirection Busy Tone On DDI/DID = True

Max. waiting
0 second or saturated queue > 0 and non saturated queue
time = 0
Presentation
True False True False
guide
Resource = 1 Free Busy Free Busy Free Busy Free Busy
Number of
simultaneous
1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2
calls in
progress
PG + Waiting queue parking
PG + Waiting queue parking PG + Waiting queue parking
Waiting queue parking guide

Waiting queue parking guide Waiting queue parking guide
PG + Ring-back tone
PG + Ring-back tone
PG + Ring-back tone
PG + Ring-back tone
Ring-back tone
Ring-back tone
Ring-back tone
Ring-back tone
Busy tone
Busy tone
Busy tone
Busy tone
guide
guide
1st call

PG + Pilot blocking guide
Busy tone
Busy tone
Busy tone
guide
guide
2nd call
Whatever "Dissuasion/Redirection Busy Tone On

DDI/DID" value
PG = Presentation guide.
Busy tone = Busy tone and trunk release.
Ed. 04 / 29 May 2012 31 TG0016

14.4.2. Dissuasion/Redirection Busy Tone On DDI/DID = False
Dissuasion/Redirection Busy Tone On DDI/DID = False

Max. waiting
0 second or saturated queue > 0 and non saturated queue
time = 0
Presentation
True False True False
guide
Resource = 1 Free Busy Free Busy Free Busy Free Busy
Number of
simultaneous
1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2
calls in
progress
PG + Waiting queue parking PG + Waiting queue parking
Waiting queue parking guide Waiting queue parking guide

PG + Ring-back tone
PG + Ring-back tone
PG + Ring-back tone
PG + Ring-back tone
Pilot blocking guide

Ring-back tone
Ring-back tone
Ring-back tone
Ring-back tone
guide
guide
1st call

guide
guide
2nd call
Whatever "Dissuasion/Redirection Busy Tone On

DDI/DID" value
PG = Presentation guide.
Pilot blocking guide = Busy tone and trunk release.
TG0016 32 Ed. 04 / 29 May 2012

15. TRANSFER TO A PILOT FROM A4645 (EVA) VOICE MAIL

In eVA voice mail, it is possible to create an automated attendant type voice mailbox
Mailbox Type + Automated Attendant Menu
From this mailbox type, it is possible to transfer the call to a pilot number.
The parameter is in the pilot configuration
Transfer to pilot in dissuasion + True / False
The Pilot called can have many different states. Hereafter there is the description of many cases. All
cases described give the result for the parameter Transfer to pilot in dissuasion set to
TRUE and to FALSE.
15.1. Pilot open and agents free behind normal queue
Transfer to pilot in dissuasion + Transfer to pilot in dissuasion +

True False
OK - Agent is ringing and answering the call OK - Agent is ringing and answering the call
15.2. Pilot open and agents busy behind normal queue

True False
OK - Call is parked, and then answered by an OK - Call is parked, then answered by an agent
agent
15.3. Pilot open but the only direction possible is a dissuasion queue
Only this direction is open or all normal queues are saturated.

True False
OK - Possibility to transfer the call, and then hear NOK - Impossible to transfer the call to the pilot
a voice guide (from a voice guide type PG Guide
for example)
15.4. Pilot blocked

Blockage on voice guide

True False
NOK - Impossible to transfer the call to the pilot NOK - Impossible to transfer the call to the pilot
Ed. 04 / 29 May 2012 33 TG0016

Blockage on address

True False
OK - Possibility to transfer the call and to be OK - Possibility to transfer the call and to be
routed to the address routed to the address
Blockage on rule. In this mode, only a dissuasion queue is open

True False
OK - Possibility to transfer the call, then hear a NOK - Impossible to transfer the call to the pilot
voice guide (from a voice guide type PG Guide
for example)
Blockage on rule. In this mode, a normal queue is open

True False
routed to an agent routed to an agent
15.5. Pilot closed

General forwarding on voice guide

True False
NOK - Impossible to transfer the call to the pilot NOK - Impossible to transfer the call to the pilot
General forwarding on address

True False
routed to the address routed to the address
General forwarding on rule. In this mode, only a dissuasion queue is open

True False
OK - Possibility to transfer the call, then hear a NOK - Impossible to transfer the call to the pilot
voice guide (from a voice guide type PG Guide
for example)
TG0016 34 Ed. 04 / 29 May 2012

General forwarding on rule. In this mode, a normal queue is open

True False
routed to an agent routed to an agent
16. CALL ROUTING DISTRIBUTION – A FEW EXPLANATIONS ABOUT

THE FOLLOWING ITEMS
16.1. Normal queue without any other direction

If there is no other direction on the pilot call routing rule and the normal queue is saturated.
A new call arrives

on a pilot
Yes Caller receives the

Presentation guide
is configured inter-guide tone
No
Caller receives the

ring-back tone
Note
In both cases, the unauthorized cut voice guide cannot be managed. In this case, inter-guide tone
can be interrupted, until a call is served from the queue, and then the call is connected to the 1st
level voice guide parking.
Ed. 04 / 29 May 2012 35 TG0016

16.2. Timer before parking

This timer is used to connect a voice guide or the ring-back tone.
If a new call should be placed in a normal queue, it will receive a voice guide or the ring-back tone
before the 1st level parking.
Timer before parking is configured in the normal queue configuration.
A new call arrives

on a pilot
Yes
Presentation guide Caller receives the
is configured inter-guide tone
No
Caller receives the

ring-back tone
Note
In both cases, the unauthorized cut voice guide cannot be managed. In this case, inter-guide tone
can be interrupted.
16.3. Parking overflow to a voice guide

A call is queued. After a timer, the call should route to a voice guide, and then released.
For this feature, we must create a prefix meaning Incoming Call Greeting Guide with an
information corresponding to an Incoming Greeting Guides table.
Prefix configuration
Number : 15700
Prefix Meaning + Incoming Call Greeting Guide

Prefix Information : 0
Incoming Greeting Guides table configuration
Greeting guide Id : 0
Voice Guides : 800

Guide Timer : 100
Routing Directory Number : --------
TG0016 36 Ed. 04 / 29 May 2012

This prefix must be configured with queuing overflow address and a delay.
When the calls overflow from this queue to this prefix after the delay, the caller hears the voice guide
"Incoming Greeting Guide". Because there is not any routing number the call will be released after
the voice guide.
16.4. How to suppress a voice guide

To delete a voice guide in Pilot Rule Guide (Greeting voice guide or parking voice guide), do the
following:
From CCS
Call routing window / Additional tab / Delete Guide Number
From mgr
Applications / CCD / Pilot / Go down hierarchy / Pilot Rule Guide
/Consult/Modify / All instances for Pilot Directory Number
Greeting (norm)
Pr_PresGuideNumber : 0
Pr_PresGuideNumber must be set to "0".

Do not change other parameters.
Ed. 04 / 29 May 2012 37 TG0016

16.5. Level 6 parking guide manage

In Pilot Rule Guide, it is possible to delete the 6th level parking voice guide. In this case, a call is
connected to the inter-guide voice guide, which it is configured on the pilot configuration.
16.6. What is the difference between Mutual Aid/Intelligent overflow and

Dissuasion/Redirection?
Mutual Aid/Intelligent overflow queue
This type of queue has to be used if some PG in distribution rule are Re-routing or Forwarding.
In either cases, the call will be redirected to somewhere else, but the call will be served with
other resources than PG agents. This distribution is normal. Both possibilities Re-routing or
Forwarding are a normal treatment for the call. Calls are not lost in those either cases.
A call routed through Mutual Aid queue increases the counter Calls sent in mutual-aid
queue.
Dissuasion/Redirection queue
This type of queue can be connected to all PG types: Agent, Re-routing, Forwarding, Voice
guide. But the concept of the dissuasion queue is to serve the voice guide PG, because the call
should be released after the end of this voice guide. Some exceptions can exist.
A call routed through Dissuasion queue increases the counter Dissuaded calls.
16.7. Agent PG behind dissuasion/redirection queue
In this configuration, when all agents are busy, the next calls will be following the blockage
configuration, address or voice guide, because the call cannot wait in dissuasion queue.
TG0016 38 Ed. 04 / 29 May 2012

16.8. Transfer to a pilot in dissuasion/redirection mode

A pilot can be in dissuasion mode in 2 cases:
In a routing rule, all normal queues are saturated, then next calls should be routed to a
dissuasion queue.
The only direction open is a dissuasion queue. In normal mode, open or blocking and in
general forward mode.
In those conditions, if a call is transferred to a pilot, the system checks the parameter :
Transfer to pilot in dissuasion + True / False
External DDI/DID call
2 Transfer call
to pilot
An external DDI/DID call is answered by an

extension in the system; this extension now wants
to transfer the call to a pilot.
Transfer to pilot in dissuasion = Transfer to pilot in dissuasion =

True False
The call will hear the dissuasion voice guide The system refuses to transfer the call
Ed. 04 / 29 May 2012 39 TG0016

17. CALL IN WAITING QUEUE AND FREE AGENT

The call arrives in the queue through a pilot rule. The call can be connected to 6 levels of parking
guides. The 5 first guides have option "Cut authorize" and the 6th does not have this option.
In the following example the call will wait in the queue and hear the guide 736 during 10s. After
10s, the call will go to the second level or distribute to an agent. If an agent becomes free during the
playing of guide 736 (10s) the call will not be distributed to the agent because the "Cut auth." option
is not enabled.
TG0016 40 Ed. 04 / 29 May 2012

STEP 1 STEP 2
Pilot Pilot
A call1 is still waiting in
A call1 is waiting in queue
queue and hearing the guide
and hearing the guide (10s
because the guide is not
cut auth. = false)
finished
Call1 Call1
In all PG behind this An agent

PG becomes free. PG
queue all agents are
busy.
STEP 3
Pilot A call2 arrives on the pilot.

Call2 The call2 will not wait in the
queue and will be served on
an agent because an agent is
free.
Call1
An agent is
free. PG
Ed. 04 / 29 May 2012 41 TG0016

18. ADMINISTRATOR / SUPERVISOR RIGHTS

This feature allows an administrator to manage supervisor rights.
It is possible to add objects for consultation and/or configuration. When an object is added in
configuration, it is also added in consultation but when an object is added in consultation it is not
added in configuration.
There is not any right concerning the agents.
A supervisor can manage agents that are attached in a PG in which the supervisor has the rights.
Password = Name.
How to use it ?
When a supervisor has lost his password, this button can be used to reinitialize the password.
Note
Caution with the standard login.
E.g. login : administrator / password : administrator
If you click on this button Password = Name. The password will be "administ" because the system
gets only 8 digits.
TG0016 42 Ed. 04 / 29 May 2012

18.1. Administrator / supervisor password

In the CCS, an administrator / supervisor can change his password. This password authorizes the
administrator / supervisor to display and configure.
18.2. Private Data

This feature is described in the file C:\Program Files\Alcatel\A4400 Call Center
Supervisor/Privacy_Features.rtf
When a specific password is configured, there is an information windows at the CCS start up.
The previous window is shown because the standard password has been changed.
The standard password name is SitePP = Site Privacy Password
Ed. 04 / 29 May 2012 43 TG0016

By default, this password is alcatel.

Menu Configuration / System / Password
If the standard password is changed, there will have private data for this site.
It is not possible to have the real time PG if private data feature is activated and if the PG has less
than 3 agents.
If there are more than 3 agents, the name and number of agents are not shown.
TG0016 44 Ed. 04 / 29 May 2012

If the standard password has been changed. How to reset it ?
1 It is possible to reinitialize it through CCS (menu Configuration / System / Password)

Old password = SitePP
New password = alcatel
2 If the SitePP is forgotten, how to reinitialize (menu Configuration / System / Password)
Start the CCS, login with hiddenadm (password=hidden)
A new option password = alcatel
Ed. 04 / 29 May 2012 45 TG0016

19. HOW TO DISABLE THE MANUAL WRAP-UP IN A PROCESSING

GROUP?
Two options are available if you want not to have a manual wrap-up in a processing group.
19.1. Management by the CCS

It’s not possible to put 0 in the PG Agent configuration window.
The result is the following window with a red flag:
The right configuration is to put nothing in this window and to press the OK button to validate like:
TG0016 46 Ed. 04 / 29 May 2012

The result of this configuration is to disable the wrap-up feature when you press the "wrap-up" key
on the ACD authorized phone set.
19.2. Managment by mgr

In mgr/Applications/CCD/Processing Group
Change the Wrap-up idle Timer parameter to 0.
Directory Number : 18000
Name : 1Groupe1
Type + Agent
Manual Closure + False
Search Mode + Cyclical
Rotation Timer : 50
Ringing Supervision Timer : 100
Ringing supervision Dir.No. : 12008
Wrap-up idle Timer : 0
Wrap-up in pause Timer : 60
Eternal wrap-up + True
Pause after man wrap-up in pause + True
Withdrawal Last Agent + True
Withdrawal after logon + False
Cancel Forward when logon + False
20. TRUNK GROUP MONITORING STOPPED

The trunk group monitoring is associated with a pilot number.
In the afe log file you should find the trunk group starts monitoring:
/DHS3bin/oneshot/mtcl/debug_csta -faisceau 15200 y &
The trunk group monitoring is associated to a pilot, by default this is the first pilot that has been
created in the system. If this pilot has been remove, the trunk monitoring stops.
To restart the trunk monitoring use a pilot number and enter the following command :
oxe> /DHS3bin/oneshot/mtcl/debug_csta -faisceau 15200 y &
21. AFE INCIDENTS

AFE Incidents Description
617: AFE_MAIL_TXT: 1 A second CCS server tries to connect to the main_afe process.
The internal CCS server is started, and an external CCS server is
configured to connect to the same main_afe.
Ed. 04 / 29 May 2012 47 TG0016

617: AFE_MAIL_TXT: 5 Maximum of CCS connection is reached (Number of CCS in

OPS file), and an other CCS is trying to connect. The new
connection is not authorized.
22. THE NUMBER OF TIMES A CALL CAN BE ROUTED TO PILOTS IS

LIMITED TO 4
To avoid loops (bad routing matrix configuration) to last for ever when a call is routed several times
to pilots, the number of times a call can be routed to pilot is limited to 4.
It is possible for a call to be routed 4 times to a pilot whatever it is the same pilot or not.
=> When trying to have the call routed to a pilot for the 5th time the call is automatically dropped.
TG0016 48 Ed. 04 / 29 May 2012

23. APPENDIX 1: DYNAMIC VOICE GUIDES

The Z20VG, CPU6 and the GPA2 allow the voice guides to be recorded.
The GPA2 allows 15 minutes of recording and 4 languages.
The Z20VG and the CPU6 allow 4 minutes of recording and 1 language.
23.1. Step to create the dynamic voice guides
Create the board (GPA2, Z20VG) or modify the CPU6.

Create the DSP only on GPA2 (not needed on Z20VG and CPU6).
Create the voice guide.
Assign the messages to the board.
Perform the Recording of the messages from a set.
Test the voice guide.
Maintenance.
23.2. Board creation

GPA2
Review/Modify: Board

Shelf Address : 0
Board Address : 9
Interface Type + GPA2

Operational State + Enabled
Usage State + Unknown
Main/Standby State + Main (Master)
Number Of Sets Connected : 0
Country Protocol Type + Default
Tone on Board + No Tone
Static voice guides index 1 + Not used
Dynamic v.g. free duration (sec) : 966
Back
Ed. 04 / 29 May 2012 49 TG0016

Z20VG

Shelf Address : 0
Board Address : 10
Interface Type + Z20VG

Usage State + Idle
Send Init Dynamic Msg + False
Default Param + True
Back
CPU6

Shelf Address : 0
Board Address : 6
Interface Type + CPU6

Virtual board + NO
Usage State + Unknown
CPU w/ Optimized B Channel Access + NO
Static voice guides index + Not used
4615 Present + NO
Back
TG0016 50 Ed. 04 / 29 May 2012

23.3. DSP creation

DSP on GPA
/mgr/Shelf/Board/GPA_DSP_Program
Review/Modify: Gpa Dsp program

Shelf Address : 0
Board Address : 9
GPA : 1
Interface Type + GPA2

Configuration + VG+2 Conferences
Back
23.4. Voice guide creation
/mgr/System/Voice_Guides
Review/Modify: Voice Guides

Voice guide number : 1500
Function + Mono-message voice guide

Voice guide start + NO
Backup tone : 56
Message by language
Message language 1 : 1 Note

Message language 2 : 2 Note
Message language 3 : -1
Listening class 0 + Forbidden
Note
Message number (0 to 4999) corresponding to the recorded guide. In this example, there are two
messages for two different languages.
Back
Ed. 04 / 29 May 2012 51 TG0016

23.5. Message assignment
/mgr/System/Dynamic_Voice_Guides/Assignment
Review/Modify: Assignment

Sub-message number : 1
Shelf-Board
[ Add ] [ Remove ] [ Next ] [Previous]
Shelf-Board : 0-13
Back
23.6. Recording of the messages

The messages are recorded from the set; the set has to be an Advance Reflexes (4035).
Before starting to record the voice guide, check:
The prefix : "Recordable Voice Guides".
The right of the user to use the prefix "Recordable Voice Guides".
Check the incidents.
Review/Modify: Prefix Plan

Number : 401

Local Features + Recordable Voice Guides
TG0016 52 Ed. 04 / 29 May 2012

/mgr/Class_Of_Service/Phone_Features_Classes_Of_Service
Review/Modify: Phone Features Classes of Service
PCX Services
Speed call to associated set : 1

........
........
Tone test : 1
ACD prefixes : 1
........
........
Voice Mail Manager Access : 0
Conversation Recording : 0
........
........
Z dialing Behind UA : 0
Mask remote identity : 0
Recordable Voice Guides : 1
Suite Wake-up : 0
Ed. 04 / 29 May 2012 53 TG0016

After dialing the management prefix for recordable guides, the main menu is displayed on the UA
set's display.
Select the [Record] key to go directly to the menu for recording voice guides.
Start by entering the message number in this menu.
Note
If the user tries to record a voice guide on a board (coupler) while downloading, the "VG
management in progress cpl : x-y" message indicates that this is not possible.
After entering the number of the message to be recorded (1 in our example), press the [Apply] key to
access the next menu:
This screen tells the user about the recording time available on the board in the installation. If this
time is sufficient, press the [Valid.] key.
TG0016 54 Ed. 04 / 29 May 2012

The next menu proposed is used to start the recording.
Press the [Start] key to start recording. The message "Recording of VG message No.: 1" flashes and
is followed by the duration of the recording (in minutes and seconds). The dynamic [Start] key is then
replaced by [Stop].
After stopping the recording, there are several choices available to users: listen to the recording,
record again, or validate the recording. The duration of the recording is then fixed (e.g. 0:23).
After recording the voice guide, press the [Apply] dynamic key to access to the following menu:
Two possibilities are offered to the user:

The [NewFil] key is used to enter a new file name for the voice guide just recorded.
The [List] key can be used to replace a file existing in the list of files for this message number
by the recording just completed.
Ed. 04 / 29 May 2012 55 TG0016

After confirming the file name, the user is prompted to enter the new file memo. This text (127
characters maximum) can be the content of the message that has been recorded. The screen is as
follows:
If the chosen file is not selected, the user can do so in the last menu:
Selecting the file just created automatically results in de-selection of the previously selected file in the
list and new message download on the GPA or Z20VG or CPU6 couplers to which the message is
assigned.
The following incidents will be display on the system :
16/10/03 10:21:05 001004M|00/13/-/---|=4:4112=Beginning of uploading VG_DEP_5

16/10/03 10:21:11 001004M|00/13/-/---|=5:4113=End of uploading VG_DEP_5
16/10/03 10:21:19 001004M|00/13/-/---|=4:0260=Beginning of downloading VG_DEP_5
16/10/03 10:21:24 001004M|00/13/-/---|=5:0261=End of downloading VG_DEP_5
Back
TG0016 56 Ed. 04 / 29 May 2012

23.7. Testing the voice guide

It is possible to test the voice guides from the UA set.
Check the right of user to dial the prefix "test tone."
Increase the 108 timer (default value 6s). During tone testing, this timer makes it possible to
continue listening to one tone before moving to the next one.
If the system uses more than 1 language, you have to change the language in the user parameter to
check each language.
Review/Modify: Prefix Plan

Number : 580

Local Features + Tone test
/mgr/system/timers
Review/Modify: Timers

Timer No. : 108
Timer units : 120
/mgr/Users
Review/Modify: Users

Directory Number : 34100
Directory name : Kervezennec

Directory First Name : Cedaort
Location Node : 4
Shelf Address : 0
Board Address : 12
Equipment Address : 3
Set Type + 4035T
Entity Number : 40
Set Function + Default
Profile Name : ---------------
Key Profiles + None
Domain Identifier : 0
Language ID : 2
Secret Code : ****

Confirm : ****
Ed. 04 / 29 May 2012 57 TG0016

Back
TG0016 58 Ed. 04 / 29 May 2012

23.8. Maintenance
(104)ETnd4> vgfile 1
------------------------------------------------------------------------
| VG msg No | file name | crc | size (bytes) | pages | time (sec)|
|------------------------------------------------------------------------|
| 1 | VG_DEP_5 | 3723321 | 24786 | 7 | 3.6 |
|------------------------------------------------------------------------|
Used to view different information items concerning the selected file (active) for this voice guide
number.
(104)ETnd4> vgstat 0 13
etat_vg = VG_STABLE (0)
Slot 1 : Card status register = 4E Identifier =

Static voice guides Language : 0 - Not used
Slot 2 : Card status register = 1C

Dynamic voice guides
Total size = 917056 bytes (224 pages) (114 sec)
Free size = 863834 bytes (211 pages) (107 sec)
Fill ratio = 5.8 %
Available size = 863834 bytes (211 pages) (107 sec)
Number of present messages = 2
Message syntax : xxxx = static, xxxx-d = dynamic, xxxx-D = dynamic and static
+------------+------+------+------+------+------+------+------+------+------+
+ Guide Name Guide MsgLg1 MsgLg2 MsgLg3 MsgLg4 MsgLg5 MsgLg6 MsgLg7 MsgLg8+
+------------+------+------+------+------+------+------+------+------+------+
+UNKNOWN 1500 1-d 2-d +
+------------+------+------+------+------+------+------+------+------+------+
Dynamic messages configured but not downloaded :
Dynamic messages waiting for download :
Available voice guides channels = 13
Active channel :
Ed. 04 / 29 May 2012 59 TG0016

24. APPENDIX 2: MAINTENANCE COMMANDS

The maintenance tools allow the installation manager to obtain information regarding the different
states of the CCD application at any time.
24.1. List
Type Syntax Commands Description

Object lists tabpil Allows the manager to view the list of
the pilots
tabwq Allows the manager to view the list of
the waiting queues
tabpg Allows the manager to view the list of
the processing groups
tabag Allows the manager to view the list of
the agents
tabpilstat Allows the manager to view the list of
statistique pilots
Dynamic data of a pilot pilacd "pilot number" Allows the manager to view the dynamic
data of a pilot
Dynamic data of a WQ wqacd "pilot number" Allows the manager to view the dynamic
data of a WQ
Dynamic data of a PG pgacd "pilot number" Allow the manager to view the dynamic
pgacd "pilot number" –l data of a pilot
Dynamic data of a pilot agacd "pilot number" Allows the manager to view the dynamic
data of a pilot
Call routing piwq "pilot number" Allows the manager to view the call
"waiting queue number" routing parameters of the set
pilot/waiting queue
Call distribution wqpg "waiting queue Allows the manager to view the call
number" "processing distribution parameters of the set waiting
group number" queue/processing group
List of WQ connected pgwqlist "processing allows the manager to view the list of
to PG group number" waiting queues that distribute calls to
this processing group
List of pilots connected wqpilist "waiting queue Allows the manager to view the list of
to a WQ number" pilots that distribute calls to this WQ
List of PG connected to wqpglist "waiting queue Allows the manager to view the list of
a WQ number" processing groups that receive calls from
this waiting queue
List of WQ connected piwqlist "pilot number" Allows the manager to view the list of
to a pilot waiting queues which receive the calls
from this pilot
TG0016 60 Ed. 04 / 29 May 2012

24.2. Command for dialogue contexts

The "*ctx*" type commands are specific tools called "dialogue contexts" which are reserved for
observation of the dialogue exchanged between:
Non-resident (local) processing group and a remote pilot or pilot on another node.
Resident (local) pilot and a remote pilot or pilot on another node.
Resident pilot on general forwarding and whose general forwarding address is a remote
pilot or pilot on another node.
Resident pilot that turns out to be the general forwarding address of a remote pilot or pilot
on another node.
List of commands:
pildstctx pilot command,
pgctx remote proceessing group command,
ctxacd dialogue context command,
tabctx list all the dialogue contexts command,
tabnodectx list contexts linked to a node command,
ctxretry queued dialogue contexts command,
ctxstate context status modification command,
ctxsendmsg send message to a context command.
24.3. pildstctx
The pildstctx command, followed by the "Pilot directory number" for a given pilot, is used to
display the dialogue contexts data for this pilot.
(0)a4400a> pildstctx 35501
+----------------------------------------------------------------------+
| Name : Pil35501 | Address : 35501 | Lognum : 5 |
+----------------------------------------------------------------------+
+----------------------------------------------------------------------+
| Address | Type | Context State | Ctx Lognum |
+----------------------------------------------------------------------+
| 45700 | proc group | WAITREMOTECONNECTREQUEST | 0 |
+----------------------------------------------------------------------+
| 55702 | proc group | WAITCONNECTREQUEST | 1 |
+----------------------------------------------------------------------+
back
Ed. 04 / 29 May 2012 61 TG0016

24.4. pgctx
The pgctx command, followed by the "Remote processing group directory number" for a given
remote processing group, is used to display the dialogue contexts data for this remote processing
group.
(0)a4400a> pgctx 35700
+-----------------------------------------------------------+
| PG Address : 35700 | Pilot Address : 45500 |
+-----------------------------------------------------------+
| State : WAITCONNECTREQUEST | Lognum : 502 |
+-----------------------------------------------------------+
| Ctx Pilot Lognum : 5 | Pilot State : OPEN |
+-----------------------------------------------------------+
back
24.5. ctxacd
The ctxacd command followed by the "Dialogue context no." is used to display the data relative to
this dialogue context.
(0)a4400a> ctxacd 0
+---------------------------------------------------------+
| Lognum : 12345 | Type : Source |
+---------------------------------------------------------+
| Calling Number : 12345678 | Called Number : 87654321 |
+---------------------------------------------------------+
| Node : 5 | State : WAITREMOTECONNECTREQUEST |
+---------------------------------------------------------+
| Calling Lognum : 21345 | Called Type : REMOTE_PG |
+---------------------------------------------------------+
| Called Ctx Lognum : 12344 | Pilot State : OPEN |
+---------------------------------------------------------+
| Search Mode : Cyclic | Last Msg : ACD_MsgDcxReq |
+---------------------------------------------------------+
| Remote Messages Level:0 | Local Messages Level : 2 |
+---------------------------------------------------------+
| Remote EI Level : 0 | Local EI Level : 3 |
+---------------------------------------------------------+
| Led : -1 | Call Number (old) : -1 |
+---------------------------------------------------------+
|Reception Group Logical Number| Call Number |
+---------------------------------------------------------+
back
TG0016 62 Ed. 04 / 29 May 2012

24.6. tabctx
The tabctx command is used to display the list of all the dialogue contexts.
(0)a4400a> tabctx
+----------------------------------------------------------------+
| Lognum | Calling | Called | State | Node |
+----------------------------------------------------------------+
| 504 | 35700 | 55501 | WAITREMOTECONNECTREQUEST | 5 |
| 3 | | | FREECONTEXT | -1 |
| 4 | 35502 | 15704 | WAITPILOTCREATION | 1 |
+----------------------------------------------------------------+
back
24.7. tabnodectx
The tabnodectx command followed by "Node No.” is used to display only the list of dialogue
contexts attached to the specified node.
(0)a4400a> tabnodectx 5
+---------------------------------------------------------+
| Lognum | Calling | Called | State |
+---------------------------------------------------------+
| 504 | 35700 | 55501 | WAITREMOTECONNECTREQUEST |
| 4 | 35502 | 15704 | WAITPILOTCREATION |
+---------------------------------------------------------+
back
24.8. ctxretry
The ctxretry command is used to display only the list of queued dialogue contexts waiting for
acknowledgement (dialogue context being processed).
(0)a4400a> ctxretry
+--------------------------------------------------------------+
| Context Manager : Timer is running |
+--------------------------------------------------------------+
| Lognum | State | Timer | Counter | Spaced |
+--------------------------------------------------------------+
| 512 | WAITCONNECtANSWER | 3 | 1 | False |
| 12 | WAITDISCONNECTDELETE | 2 | 3 | True |
+--------------------------------------------------------------+
back
Ed. 04 / 29 May 2012 63 TG0016

24.9. ctxstate
The ctxstate command followed by the "Logical No." of the dialogue context where the state is to
be modified and then "New state value" is used to carry out state modification.
The status values possible are the same as those described for the ''tabctx", command, namely:
0 for FREECONTEXT
1 for ASSOCIATED
2 for WAITCONNECTANSWER
3 for WAITDISCONNECTDELETE
4 for WAITREADYDIALOG
5 for ALLOCATED
6 for STANDBY
7 for WAITNODEINSERVICE
8 for WAITCONNECTREQUEST
9 for WAITDISCONNECTCHANGE
10 for WAITREMOTECONNECTREQUEST
11 for WAITNOTREADYDIALOGANSWER
12 for WAITREADYDIALOGANSWER
13 for WAITPILOTCREATION
14 for WAITSENDCNXACK
15 for WAITDISCONNECTDESTROY
16 for WAITFORCEDISCONNECT
17 for VIRTUALSERVPB
(0)a4400a> ctxstate 512 13
The new state of dialog context 512 is WAITPILOTCREATION
back
TG0016 64 Ed. 04 / 29 May 2012

24.10.ctxsendmsg
The ctxsendmsg command followed by the "Logical No." of the dialogue context from which a
message is to be sent, then “Message No." to send to a remote dialogue context is used to carry out
exchanges between the dialogue contexts.
The numbers of the messages corresponding to the different possible requests are as follows:
0 for a connection request,
1 for a disconnect request,
2 for a closed PG request,
3 for an open PG request,
4 for a saturation request,
5 for an end of saturation request,
6 for a non available dialogue request,
7 for an available dialogue request,
8 for an indication of the pilot status.
(0)a4400a> ctxsendmsg 512 1

The message Disconnect Request has been sent!
In the case where the sender dialogue context is not in a correct status to send the message, the
message will not be sent.
back
Ed. 04 / 29 May 2012 65 TG0016

24.11.Examples
24.11.1.tabpil
(102)ETnd2a> tabpil
+-------------------------------------------------+
| Lognum | Direc Number | Name | Rule |
+-------------------------------------------------+
| 0 | 32501 | PIL1 | 0 |
| 1 | 32502 | PIL2 | 0 |
| 2 | 32503 | PIL3 | 0 |
+-------------------------------------------------+
back
24.11.2.tabwq
(102)ETnd2a> tabwq
+-----------------------------------------------------------------------+
| Lognum | Direc Number | Name | Eqt number | Tupe |
+-----------------------------------------------------------------------+
| 0 | 32601 | FA1 | 1976 | NORMAL |
| 1 | 32602 | FA2 | 1977 | NORMAL |
| 2 | 32603 | FA3 | 1978 | NORMAL |
| 3 | 32604 | FA4 | 1979 | DISUASION |
+-----------------------------------------------------------------------+
back
24.11.3.tabpg
(102)ETnd2a> tabpg
+--------------------------------------------------------+
| Lognum | Direc Number | Name | Type |
+--------------------------------------------------------+
| 0 | 32701 | GT1 | AGENT |
| 1 | 32702 | GT2 | AGENT |
| 2 | 32703 | GT3 | AGENT |
| 3 | 32704 | GT4 | VOICE GUIDE |
+--------------------------------------------------------+
back
TG0016 66 Ed. 04 / 29 May 2012

24.11.4.tabag
(102)ETnd2a> tabag
+-----------------------------------------------------------+
| Ag nb | Lognum| Dir nb | Neqt | Type | Name |
+-----------------------------------------------------------+
| 1 | 101 | 36001 | 303 | AG | AGENT1 |
| 2 | 102 | 36002 | -1 | AG | AGENT2 |
| 2 | 102 | 36002 | -1 | AG | AGENT2 |
+-----------------------------------------------------------+
back
24.11.5.tabpilstat
(102)ETnd2a> tabpilstat
+-------------------------------------------------+
| Lognum | Direc Number | Name | Direc Number |
+-------------------------------------------------+
| 0 | 15500 | PilStat0 | 35500 |
| 1 | 15501 | PilStat1 | 35501 |
| 2 | 15502 | PilStat2 | 35502 |
| 3 | 15503 | PilStat3 | 35503 |
| 4 | 15504 | PilStat4 | 35504 |
+-------------------------------------------------+
back
Ed. 04 / 29 May 2012 67 TG0016

24.11.6.pilacd
(102)ETnd2a> pilacd
+---------------------------------------------------------------------+
| Name : Pi35500 | Lognum : 0 |
| Dir Number : 35500 | |
| STATIC'S DATA |
| ------------- |
| Priority Transfert [F] | Rac On Dissuasion [T] |
| Pause Time : 10(s) | Connect Categorie : 0 |
| Wrap up Time : 600(s) | Hold on guide number : 3 |
| Interconnexion : 3 | Exist WQ Dissuasion [F] |
| Business Code [F] | |
| Transac Code Digit Nb : 0 | Transac Code Timer : 10(s) |
| Voice Mail Station : | Exploit Categorie : 0 |
| K1: 1.000000 K2: 1.000000 | |
| Aut ABC local call [F] | taxfsda [T] |
| Entity Number : 3 | |
+---------------------------------------------------------------------+
| Routing flag [F] | Transf Allready Allowed [F] |
+---------------------------------------------------------------------+
| Supervised transfer [F] | External categorie 2 |
+---------------------------------------------------------------------+
| GENERAL FORWARDING/BLOCKED DATA |
| -------------- |
+---------------------------------------------------------------------+
| GUIDE NAME | NUMBER | TIMER | |
+---------------------------------------------------------------------+
| Forwarding | 75 | 10(s) | |
| Blocked | 78 | 10(s) | |
+---------------------------------------------------------------------+
| General Forwarding [F] | Blocked [T] |
| Forwarding Address : 36001 | Blocked Address : 5002 |
| General Forwarding Rule [F] | Blocked Rule [F] |
+---------------------------------------------------------------------+
| DYNAMIC'S DATA |
| -------------- |
| Monitor Flag [T] | Monitor Client Type : 0 |
| State : CLOSE | Langage Id : 1 |
+---------------------------------------------------------------------+
| Routing Direction |
| ----------------- |
| DIR [ 1]->[ 5]->[ 4]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1] |
+---------------------------------------------------------------------+
| PILOT RULE'S DATA |
| ------------------- |
| Current Rule : 0 | Temporary rule [F] |
+---------------------------------------------------------------------+
| NAME | WTDep NB | ADDRESS | GUIDE | TIMER | UT |
+---------------------------------------------------------------------+
| Presentation | | | 70 | 10(s) | |
| Parking 1 | -1 | | 71 | 10(s) | [F] |
| Parking 2 | -1 | | 72 | 10(s) | [F] |
| Parking 3 | -1 | | 73 | 10(s) | [F] |
| Parking 4 | -1 | | 74 | 10(s) | [F] |
| Parking 5 | -1 | | 75 | 10(s) | [F] |
| Parking 6 | -1 | | 76 | | |
+---------------------------------------------------------------------+
| SERVED WQ |
| --------- |
| RG LOG NUM | Cost | Priority | AutClos | ManClos | UseBloq |
| 5 | 0.000000 | 9 | [T] | [T] | [T] |
| 4 | 0.000000 | 9 | [T] | [T] | [T] |
| 1 | 0.000000 | 1 | [T] | [T] | [T] |
+---------------------------------------------------------------------+
| CALLER'S LIST |
| ------------- |
| Head = -1 | Last = -1 | Nb = 0 | NbMax = 512 |
| NO CALLER |
+---------------------------------------------------------------------+
TG0016 68 Ed. 04 / 29 May 2012

back
24.11.7.wqacd
(102)ETnd2a> wqacd
+---------------------------------------------------------------------+
| Name : FA0 | Lognum : 0 |
| Direc Number : 35600 | Type : NORMAL |
| Eqt number : 10661 | |
+---------------------------------------------------------------------+
| STATIC'S DATA |
| ------------- |
| Before Parking Timer : 10(s) | WQ Superv Timer : 300(s) |
| Trafic Sampling Rate : 30(s) | MAX Waiting Time : 300(s) |
| Overflow WQ Address : | K'1: 1.000000 K'2: 1.000000 DOW|
| Man Closure [T] | Blocked T] |
+---------------------------------------------------------------------+
| DYNAMIC'S DATA |
| -------------- |
| IRFA : 0 | |
| Average Wait : 0(s) | Distribution Curent Rule : 0 |
+---------------------------------------------------------------------+
| DISTRIBUTION DIRECTIONS |
| ------------------------ |
| DIR [ 0]->[ 1]->[ 2]->[ 3]->[ 7]->[30]->[31]->[39]->[32]->[33] |
+---------------------------------------------------------------------+
| DIR [-1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1] |
+---------------------------------------------------------------------+
back
24.11.8.pgacd
(102)ETnd2a> pgacd 32701
+---------------------------------------------------------------------+
| Name : GT1 | Lognum : 0 |
| Directory Number : 32701 | Type : AGENT |
+---------------------------------------------------------------------+
| Manual Closure [F] | Blocked [F] |
| K"1: 1.000000 K"2: 1.000000 UP | |
+---------------------------------------------------------------------+
| Distribution Rule : 0 | Last Date Call : 407:13:59:500 |
+---------------------------------------------------------------------+
| : | Current time : 409: 1:55:150 |
+---------------------------------------------------------------------+
back
Ed. 04 / 29 May 2012 69 TG0016

(102)ETnd2a> pgacd 32701 -l
+---------------------------------------------------------------------+
| Directory Number : 32701 | Type : AGENT |
+---------------------------------------------------------------------+
| K"1: 1.000000 K"2: 1.000000 UP | |
+---------------------------------------------------------------------+
| Distribution Rule : 0 | Last Date Call : 407:13:59:500 |
+---------------------------------------------------------------------+
| : | Current time : 409: 3: 8:950 |
+---------------------------------------------------------------------+
+---------------------------------------------------------------------+
| With Drawal [F] | Auto With Drawal Last [T] |
| Head Set [F] | Outside Call Forbiden [F] |
| Cancel Forward [F] | ACD Outgoing Call [F] |
+---------------------------------------------------------------------+
| Connect Cat : 0 | Ext Cat : 2 |
+---------------------------------------------------------------------+
| Rotation Timer Ring : 15(s) | Wrap Up time : 600(s) |
| Rotation Superv Timer : 10(s) | Pause Time : 0(s) |
| Logged Agent Nb : 1 | Idr : 0 |
| Steady Free Agent Nb : 1 | Steady Idr : 0 |
+---------------------------------------------------------------------+
| Search Type : CYCLIC | Rotation Address : 9 |
+---------------------------------------------------------------------+
| Display Ope : ALL | Outside Call listened [F] |
+---------------------------------------------------------------------+
| Showed Listen Sup [F] | Wait Displ Timer : 30 |
| Withdrawal after rotat [F] | Release acd call forbid [F] |
| Direct Call Pilot : 32502 | |
| Withd Direct Call [F] | Queue supervision [F] |
| Pause after wrap-up [T] | WQ Superv Timer : 100 |
| Logoff with call [T] | |
+---------------------------------------------------------------------+
| Supervisor 1 : 32901 NO_LOGGED |
+---------------------------------------------------------------------+
| Withdrawal Number : 1 | Email Interruptible : [F] |
+---------------------------------------------------------------------+
| Withdrawal (1) : 1 | |
+---------------------------------------------------------------------+
| Context LogNum : 212 | State : ALLOCATED |
+---------------------------------------------------------------------+
| Eternel wrap up [F] | Pause Wrap Up time : 600(s) |
+---------------------------------------------------------------------+
| Nb of new agent : 0 | |
+---------------------------------------------------------------------+
back
TG0016 70 Ed. 04 / 29 May 2012

24.11.9.agacd
(102)ETnd2a> agacd
+------------------------------------------------------------------+
| Name : superviseur | Lognum : 22 |
| Directory number : 3063 | Type : SUPERV |
| Eqt number : 93 | AG number : 3 |
+------------------------------------------------------------------+
| PG Choice [F] | Secret Code [T] |
| Prefer PG Dir nb : | Priv number : |
+------------------------------------------------------------------+
| Affect PG Dir nb : 3057 | Position : 1 |
| Last Date Call: 314:23:42:100 | Dir nb Ag Help : |
| : | Current time : 482:48: 4:750 |
| Arriv Call Pi : | Current Pilot : |
| Static State : NORMAL | Dynamic State : FREE |
| Withd type : 0 | |
| Activ G. Pres : [F] | Mess Pres Number : -1 |
| File Nb G. Pres : 0 | Next pg : -1 |
| Mao action on going : [F] | New cancel withdrawal : [F] |
| Active Forwarding : [F] | |
+------------------------------------------------------------------+
| Manage Skill : [T] | CCE Client : [F] |
| | CCW Client : [F] |
+------------------------------------------------------------------+
| Set of the skill set |
+------------------------------------------------------------------+
| Skill Number | Skill level | Skill activate |
+------------------------------------------------------------------+
| 2 | 9 | [T] |
+------------------------------------------------------------------+
| 100 | 5 | [T] |
+------------------------------------------------------------------+
| SkillOpeNumber = 6 |
+------------------------------------------------------------------+
| No lang defined |
+------------------------------------------------------------------+
| LangOpeNumber = 0 |
+------------------------------------------------------------------+
back
24.11.10.piwq
(102)ETnd2a> piwq 32501 32601
+---------------------------------------------------------------------+
| Pilot Name : PIL1 | WQ Name : FA1 |
| Pilot lognum : 0 | WQ lognum : 0 |
| | WQ Type : NORMAL |
+---------------------------------------------------------------------+
| Used For Block [T] | |
Ed. 04 / 29 May 2012 71 TG0016

+---------------------------------------------------------------------+
| Handicap : 0.000000 | Priority : 5 |
+---------------------------------------------------------------------+
back
24.11.11.wqpg
(102)ETnd2a> wqpg 32601 32701
+---------------------------------------------------------------------+
| WQ Name : FA1 | PG Name : GT1 |
| WQ lognum : 0 | PG lognum : 0 |
| WQ Type : NORMAL | PG Type : AGENT |
+---------------------------------------------------------------------+
+---------------------------------------------------------------------+
| Handicap : 0.000000 | Priority : 5 |
| Distri threshold : 0(s) | Is Define [T] |
| Expect threshold : 0(s) | |
+---------------------------------------------------------------------+
back
24.11.12.pgwqlist
(102)ETnd2a> pgwqlist 32701
+---------------------------------------------------------------------+
+---------------------------------------------------------------------+
| Number : 3 | Max : 30 |
+---------------------------------------------------------------------+
| |
| [ 0]->[ 2]->[ 1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1] |
| OPEN CLOS OPEN CLOS CLOS CLOS CLOS CLOS CLOS CLOS |
| |
| [-1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1] |
| CLOS CLOS CLOS CLOS CLOS CLOS CLOS CLOS CLOS CLOS |
| |
| [-1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1] |
| |
+---------------------------------------------------------------------+
[0] = OPEN : means the distribution from the WQ 0 to this PG is opened. To know which is the WQ
0 it is needed to use the command tabwq.
[2] = CLOS : means the distribution from the WQ 2 to this PG is closed. To know which is the WQ 2
it is needed to use the command tabwq.
[1] = OPEN : means the distribution from the WQ 1 to this PG is opened. To know which is the WQ
back
TG0016 72 Ed. 04 / 29 May 2012

Ed. 04 / 29 May 2012 73 TG0016

24.11.13.wqpilist
(102)ETnd2a> wqpilist 32601
+---------------------------------------------------------------------+
+---------------------------------------------------------------------+
| Number : 3 | Max : 20 |
+---------------------------------------------------------------------+
| |
| [ 0]->[ 2]->[ 1] |
| OPEN CLOS OPEN |
| |
+---------------------------------------------------------------------+
[0] = OPEN : means the distribution from the pilot 0 to this WQ is opened. To know which is the
pilot 0 it is needed to use the command tabpil.
[2] = CLOS : means the distribution from the pilot 2 to this WQ is closed. To know which is the pilot
2 it is needed to use the command tabpil.
[1] = OPEN : means the distribution from the pilot 1 to this WQ is opened. To know which is the
pilot 1 it is needed to use the command tabpil.
back
24.11.14.wqpglist
(0)a4400a> wqpglist 35600
+---------------------------------------------------------------------+
+---------------------------------------------------------------------+
| Number : 10 | Max : 20 |
+---------------------------------------------------------------------+
| |
| [ 0]->[ 1]->[ 2]->[ 3]->[ 4]->[ 5]->[ 6]->[ 7]->[ 8]->[ 9] |
| CLOS OPEN CLOS OPEN OPEN CLOS CLOS CLOS CLOS CLOS |
| |
| [-1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1]->[-1] |
| |
+---------------------------------------------------------------------+
[0] = CLOS : means the distribution from this WQ to this PG 0 is closed. To know which is the PG 0
it is needed to use the command tabpg.
[2] = OPEN : means the distribution from this WQ to this PG 2 is opened. To know which is the PG
2 it is needed to use the command tabpg.
[1] = CLOS : means the distribution from this WQ to this PG 1 is closed. To know which is the PG 1
it is needed to use the command tabpg.
back
TG0016 74 Ed. 04 / 29 May 2012

24.11.15.piwqlist
(102)ETnd2a> piwqlist 32502
+---------------------------------------------------------------------+
| Name : PIL2 | Lognum : 1 |
+---------------------------------------------------------------------+
| Number : 3 | Max : 20 |
+---------------------------------------------------------------------+
| |
| [ 3]->[ 2]->[ 0] |
| OPEN CLOS OPEN |
| |
+---------------------------------------------------------------------+
[3] = OPEN : means the distribution from this pilot to this WQ 3 is opened. To know which is the
WQ 3 it is needed to use the command tabwq.
[2] = CLOS : means the distribution from this pilot to this WQ 2 is closed. To know which is the WQ
[0] = OPEN : means the distribution from this pilot to this WQ 0 is opened. To know which is the
WQ 0 it is needed to use the command tabwq.
back
Ed. 04 / 29 May 2012 75 TG0016

TG0016 76 Ed. 04 / 29 May 2012

Troubleshoot OmniTouch CCD Issues

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TROUBLESHOOTING GUIDE No. TG0016 Ed.

Alcatel OmniTouch Contact Center Nb of pages : 76 Date : 29 may 2012

SUBJECT : OmniTouch CCD

3. LOGON DOES NOT WORK FROM SET .........................................6

4. CANNOT CREATE CCD OBJECTS ...............................................11

5. LOST CCD REPORT AFTER SOFTWARE UPGRADE .......................12

6. INTER GUIDE TONE AND TIMER 27 ...........................................13

7. LOCAL CALL TO PILOT (LOCAL HYBRID LINK) ............................14

8. CALLS ARE NOT ROUTED TO THE DEDICATED PILOT .................16

9. CALLER CANNOT RETURN TO THE WAITING QUEUE AFTER

10. CALLS ARE ROUTED TO THE VOICE MAILBOX OF THE

11. CANNOT ROUTE CALLS TO THE VOICE MAILBOX ASSOCIATED

Ed. 04 / 29 May 2012 1 TG0016

12. BUSINESS CODE AND TRANSACTION CODE .............................24

13. CCD - CALL ROUTING RULE ......................................................25

14. BUSY TONE AND CALL RELEASE ON PILOT ................................29

15. TRANSFER TO A PILOT FROM A4645 (EVA) VOICE MAIL ............33

16. CALL ROUTING DISTRIBUTION – A FEW EXPLANATIONS ABOUT

TG0016 2 Ed. 04 / 29 May 2012

16.3. Parking overflow to a voice guide ........................................................... 36

17. CALL IN WAITING QUEUE AND FREE AGENT ............................40

18. ADMINISTRATOR / SUPERVISOR RIGHTS ...................................42

19. HOW TO DISABLE THE MANUAL WRAP-UP IN A PROCESSING

20. TRUNK GROUP MONITORING STOPPED ....................................47

21. AFE INCIDENTS .........................................................................47

22. THE NUMBER OF TIMES A CALL CAN BE ROUTED TO PILOTS IS

23. APPENDIX 1: DYNAMIC VOICE GUIDES .....................................49

Ed. 04 / 29 May 2012 3 TG0016

23.8. Maintenance ........................................................................................... 59

24. APPENDIX 2: MAINTENANCE COMMANDS................................60

TG0016 4 Ed. 04 / 29 May 2012

Ed. 04 / 29 May 2012 5 TG0016

3. LOGON DOES NOT WORK FROM SET

Consult/Modify: Prefix Plan

Node Number (reserved) : 102

Prefix Meaning + Local Features

Local Features + ACD prefixes

TG0016 6 Ed. 04 / 29 May 2012

Consult/Modify: Phone Facilities Categories

[ 12 ] Instances: Operators data management

Ed. 04 / 29 May 2012 7 TG0016

2 Check that the agent is not already logged

Consult/Modify: Operators data display

Node Number (reserved) : 102

Operator type + Agent

Consult/Modify: Operators data management

Node Number (reserved) : 102

Operator type + Agent

TG0016 8 Ed. 04 / 29 May 2012

4 Check that the agent is attached at least to one PG

Consult/Modify: Attaching list

Node Number (reserved) : 102

Preferential Processing Group + True

3.4. Logon successful but the display shows "Pre-ass agent"

Node Number (reserved) : 102

Associated phone set : 32401

Ed. 04 / 29 May 2012 9 TG0016

Consult/Modify: Attaching list

Node Number (reserved) : 102

Preferential Processing Group + True

Consult/Modify: Operators data management

Node Number (reserved) : 102