OXOCXTE107EN

OXO CONNECT
CALL CENTER - EDITION 07

PARTICIPANT'S GUIDE
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Maintenance – eBook
The eBook is available on the Knowledge Hub training platform. Internet access is required
to download the eBook.
Participants should be informed that they must bring their laptop for the classroom or
virtual session.
In case of issue for downloading the eBook, the user can open a ticket with the ALE
Welcome Center for assistance.
ALE technical support will be provided on an "AS IS" and "AS AVAILABLE" basis without
warranty of any kind.
Training lab environment
OXO Connect
Fully Virtualized (RLAB only, no classroom equipment)
OVERVIEW
Introduction
Remote Lab allows accessing a pool of virtual machines and hardware (when required)
hosted in a data center.
Learners RLAB environment Pods are

independent
of each other
Hardware when
required
POD 1 …
…
Pods have
the same
POD 2 … configuration
V-Class
Remote Lab POD n …
Data Center
Common NAS (Softs, licenses,..)
resources
SIP Simulator Pods have
access to
common
resources
How to connect to the Rlab portal and use it? Click HERE to download the user guide.
Training platform
POD 1 to n
Network 192.168.1.X
Pods common resources

Network 10.20.30.x
Client
192.168.1.254
PC
NAS: softs, licenses, …
SIP simulator 10.20.30.254 OXO
Connect
Data
Center
RLAB Dashboard
Session number / course ref / pod number
Access using RDP

session (Remote
Access to a web console desktop connection)
POD CONFIGURATION
Client PC
This virtual machine is used to perform the labs.
POD x
❑ SIP Softphones are already preinstalled :
• 4 MicroSIP softphones clients for internal users directory numbers: 100, 101, 102, 103 POD
• 2 MicroSIP softphones to simulate public numbers.
• Refer to the SIP simulator presentation for more details
VM PC Client
OXO Connect
Evolution
❑ An IPDSP to be installed, it will be the main softphone to use directory number: 104
❑ A network drive, available in the explorer, connected to the NAS allows you to
download the software to perform the labs (system version, Distributions,
applications...)
Client PC
POD x
• Host name: Client1 POD

• IP Address: 192.168.1.100
• Mask: 255.255.255.0 VM PC Client

• Gateway: 192.168.1.254
OXO Connect
• DNS Server 1: 192.168.1.254 Evolution
Login • Administrator
Password • superuser
OXO Connect Evolution hardware
POD
• IP address: 192.168.1.246
• Mask: 255.255.255.0 VM PC Client

• Gateway : 192.168.1.254
OXO Connect
• DNS Server 1: 192.168.1.254 Evolution
Training lab environment
OXO Connect
Hybrid mode (RLAB + classroom equipment)
Topology
PC Client
8378 DECT
IP-xBS
IP BOX
ALE-30h ALE-20h
POE Switch Hybrid IP/TDM Hybrid IP/TDM 8214 8234 8244
RAP
ALE-2
ALE-300 Rack 1U + Power CPU EE + MIX484
ALE-500 SIP
IP only
IP only
▪ IP BOX used for Starter course

▪ Power CPU used for Advanced course
▪ IP BOX or Power CPU used for other courses
Cloud Connect
Remote Lab FTR/RTR
(SIP Simulator, NAS)
PC Client
POD x
• Host name: Client1 POD

• IP Address: 192.168.1.100
• Mask: 255.255.255.0 PC Client

• Gateway: 192.168.1.254
OXO Connect
• DNS Server 1: 192.168.1.254 hardware
Login • Administrator
Password • superuser
PC Client
▪ Create a network drive to access the NAS hosted in
POD x
the RLAB infrastructure
POD
PC Client
OXO Connect
hardware
▪ Credentials: no login, no password required

OXO Connect hardware
• IP address: 192.168.1.246
POD
• Mask: 255.255.255.0
• Gateway : 192.168.1.254
PC Client
• DNS Server 1: 192.168.1.254
OXO Connect
hardware
OR
SIP Carrier Simulator
OXO Connect
SIP Simulator overview - ITSP1 with one SIP Gateway
POD topology POD P (P is the POD number)

Public numbers
Outgoing call
Incoming call National numbers
PBX users
SIP Simulator
International numbers
Mobile numbers
ITS1 ITSP1
SIP Trunk Group Public Carrier Emergency numbers
PBX P Incoming calls
ITSP2 SIP simulator is hosted in
only
Network 192.168.1.x the RLAB common area
SIP Simulator details Public and Emergency numbers

These numbers are simulated via 2 MicroSIP
clients registered on ITSP1 SIP public
PBX P
ITSP1 SIP Gateway 1 ITSP1 Public gateway
Public numbers:
gateway1.itsp1.com public.itsp1.com
Id: publicP@itsp1.fr
10.20.30.51 10.20.30.50
Id: pbxP password: public
password: alcatel
SIP domain:
SIP domain: Emergency numbers:
sip.itsp1.fr id: urgenceP@itsp1.fr
itsp1.fr
Password: public
Network 192.168.1.x
Network 10.20.30.x
Public and Emergency numbers – MicroSIP clients configuration
On PC Client 1, select the Public and Emergency profiles corresponding to your Pod number
Call to Emergency numbers from your PBX

This SIP user Urgence has several alias (E164 numbers)
and can be called via the following numbers:
112, 15, 17, 18
Call to Public numbers from your PBX

This SIP user Public has several alias (E164 numbers) and can be called via the following numbers:
National numbers Mobile numbers International numbers

Country code: 33,44
3311PN12345 3361PN12345 International call to UK Area number: 1,2,3,4,5, 6,7
3321PN12345 3371PN12345 4421PN12345 PN: your Pod Number on two digits
3331PN12345 Others digits in black are fixed
3341PN12345
3351PN12345
The main number of the SIP user Public is 3321PN12345.

Call to Public and Emergency numbers from your PBX – Examples for POD 3 (PN = 03)
National call (to area 1) Mobile call (to area 6)

public3@itsp1.fr public3@itsp1.fr
Dialed number: Dialed number:
0110312345 0610312345
SIP Trunk Group SIP Trunk Group ITSP1

ITSP1
Public Carrier Public Carrier
PBX 3 Number sent by the PBX: PBX 3 Number sent by the PBX:
+33110312345 +33610312345
International call (to country code 44) Call to emergency number (to 112)
public3@itsp1.fr urgence3@itsp1.fr
Dialed number: Dialed number:
0044210312345 112
SIP Trunk Group SIP Trunk Group ITSP1

ITSP1
Public Carrier Public Carrier
PBX 3 Number sent by the PBX: PBX 3 Number sent by the PBX:
+44210312345 +112 or 112
Call to your PBX
Pbx configuration
POD P POD 1 POD 2 POD 3 POD 4 POD 5 POD 6
PBX installation nb 3321PN41000 33210141000 33210241000 33210341000 33210441000 33210541000 33210641000
DDI table - First external nb 41100 41100 41100 41100 41100 41100 41100
DDI table – Last external nb 41199 41199 41199 41199 41199 41199 41199
Example: 100’s external nb 3321PN41100 33210141100 33210241100 33210341100 33210441100 33210541100 33210641100
Examples for POD 3 (PN = 03)
Call from Public user Call from PBX 3 (loop)

101
public3@itsp1.fr Dialed number:
102 0210341102 or 33210341102
Dialed number:
Number sent by the PBX:
0210341102 or 33210341102
+33210341102
SIP Trunk Group ITSP1
Public Carrier
Number received by the PBX: PBX 3
+33210341102 Number received by the PBX:
ITSP1 +33210341102
Public Carrier SIP Trunk Group
PBX 3
102
SIP OXO config
▪ SIP Gateway
• Name: ITSP1G1
• Target domain name: sip.itsp1.fr
• Local domain name: sip.itsp1.fr
• Realm: sip.itsp1.fr
• Outbound Proxy: gateway1.itsp1.com
• Registrar name: sip.itsp1.fr Public
• DNS A: 192.168.1.254 Carrier SIP Simulator
▪ SIP account (P= POD number 1 to 6)
• Login: pbxP
• Password: alcatel
• Registered username: pbxP
Installation number • 210P41000

DDI subscribers • 41100 to 41199 base 100
DDI Operator group • 41000 base 9
OpenTouch Suite for SMB
OXO Connect
ACD overview
Summary
Automatic Call Distribution
Main characteristics Describe the

main features
of the
Automatic Call
Objectives
Client configuration options Distribution
Commercial packages
2
Principle of Automatic Call Distribution
The ACD is a Service integrated with the OXO Connect
Alcatel-Lucent OXO Connect
Integrated Application
Voice Mail Auto Attendant
Audiotext Personal Assistant
Contact Center
OMC administration
ACD Process
Incoming calls Incoming calls
Lost calls
Queue
Dissuasion
Calls answered Calls answered
Without Call Center With Call Center

Main characteristics, available features
Optimize the
Increase the number of
welcome Measure the lines/number
desk traffic in real of agents
possibilities time ratio
Improve the Use statistics Improve the

efficiency of tools to quality of the
the team anticipate service given
call flows to the caller
Capacities
32 active agents
8 ACD groups
16 ACD ports
6 voice prompts for each ACD group
10000 routing rules (CLI/DDI) can be defined
One queue for each ACD group
Statistics storage capacity up to 14 months

Client’s PC software
Agent Statistics
application application
PIMphony
Supervisor
application (for call
handling)
Types of extension available for the agents
Wired analog extension
DECT handsets
Alcatel-Lucent IP & TDM sets
PIMphony IP
Conclusion any type of set from the subscriber list

Commercial packages
Welcome : 5 basic agents, 8 groups
Option Licence :
• Basic Agent plus Agent Assistant (Up to 32)
• Agent Assistant PC (Up to 32)
• Supervisor Console (Up to 8)
• Statistic
License requirements according to

1. The number of logged agent
2. The number of Agent application users
3. The number of Supervisor applications users
4. The use of the statistics application
Stand-alone configuration without external applications
Incoming
calls
Agent phones
OXO Connect integrated as part of a LAN
Incoming LAN
calls
Agent phones
Agent Agent Agent Supervisor & Agent

application application Application & Statistics application application
PIMphony
OXO Connect
ACD configuration
Lesson Summary
Automatic Call Distribution

scenarios To start the ACD
function of the
Alcatel-Lucent
Main configuration available OXO Connect by
Objectives
from the Assistant menu establishing a
basic
configuration
Complementary configuration
of ACD features
ACD voice prompts

management
2
Automatic Call Distribution scenarios
General process
Public
Trunk lines
Network
OXO Connect Call Center Engine

call server ACD ports
Call
characterization
Call Distribution
to hunt groups
ACD application Messages
Hunting groups with
selection broadcast
Voice Virtual Terminals Media
mail accesses
CSTA Queue process
phone events
CSTA link
Processes Process when agents Process when all Process when the
Process when all
standard ACD ports
Process when all
agents are logged Process when the
available are available agents are busy queue is full

are busy
out or ‘’off duty’’
status
ACD group is closed
Process when agents are available
ACD Opening
Welcome greeting hours test
Incoming calls
OPEN
Looking for an agent
AGENT AVAILABLE
Call to the agent
Transfer and
conversation
End of the call

Process when all agents are busy
ACD Opening
Incoming calls Welcome greeting hours test

OPEN
Agent not available:

Call placed in the queue
Queue
message 1
Call to the agent Queue

Threshold Average time or Rank
reached ? number trigger enabled ? exit by " * " key
YES
Transfer and YES NO NO
conversation
. Estimated waiting time OR
message.
OR
. Minimum rank in the Queue
Voice mail Transfer
End of the call queue message. message 2
ACD group Number
Agent available
Process when the queue is full

• First case of a redirection/dissuasion status
ACD Opening
Welcome greeting
Incoming calls hours
test
OPEN
The queue is full
Forwarding YES
destination Transfer to
option
destination number
selected?
NO
Mail box YES Message placed in

Option the ACD group mail
selected? box
NO
Dissuasion
End of the call
message
Process when all standard ACD ports are busy

• Second case of a dissuasion status
OPEN
ACD Welcome greeting
Opening All standard
hours test ACD ports busy?
Incoming calls
NO YES
Looking for
an agent
Use of dedicated ports

Usual ACD process:
for dissuasion status
. Call deterred
. Call transferred
Forwarding
. Call queued Transfer to
destination option
. Etc. selected? destination number
YES
NO
Mail box Message placed in the

option selected? ACD group mail box
YES
Dissuasion status
NO Dissuasion message End of the call
process
Process when all agents are logged out or ‘’off duty’’ status
ACD Opening
Welcome greeting
test
OPEN
All the agents are
logged out
NO
Transfer number
option selected?
Dissuasion message
YES
NO Process when
1st call since the Call placed in the
agent absence? queue agents are busy
YES
Transfer to
End of the call
transfer number
Process when the ACD group is closed
ACD Welcome greeting Opening

test
CLOSED
Forwarding YES
destination option
Transfer to
selected? destination number
NO
YES Message placed in

Mail box the Call Center
option selected?
group mail box
NO
Closing message End of the call
Main configuration available from the Assistant menu
Using the ACD Setup menu

• Via OMC on Easy view session
• Path: OMC / Customer PBX / Automatic Call Distribution
• Select the "ACD Setup" icon to start the ACD assistant
Use of the ACD Setup menu

• General tab
Ports number
(shared with MLAA)
Prefixes for the agent

status management
Call Center hunting

groups with their
associate DDI numbers

• ACD group tab
Select the Call Center

groups for which you
want to create a mailbox

• Profiles tab
No use of pre-defined
ACD profiles for the sets
Generate the pre-defined

profiles for agent or
supervisor sets

• Agent / supervisors tab
Apply the pre-defined keys

profiles for the agent sets
you select
Apply the pre-defined keys

profiles for the supervisor
sets you select

• Validate the ACD Setup process by pressing the ‘’OK’’ key
• Restart the ACD engine in order to apply changes
Complementary configuration of ACD features
Using the ACD Services menu

• Select the "ACD Services" icon to start the ACD menu

• Lines parameters menu: to manage the DID numbers according to the selected ACD application
• Up to 10000 lines
• CVS Import/export is possible

• Select the Agent parameters menu: to create agents and place them in assigned ACD group(s)
After clicking one

line, a window
linked to agent Groups assigned
parameters Agent priorities
will be displayed
Agent phone
Agent name
Agent status
Agent number
ACD Voice prompts management
Using the ACD Voice messages menu

• Select the "ACD Voice messages " menu
ACD Voice prompts management
Using the ACD Voice messages menu

• Choose all default messages for the ACD groups available
Select the mode:

Load default file
Select the default ACD

messages
Load the default ACD

messages
OXO Connect
OMC Installation
How to
✓ Install OMC, connect to the PCX
Contents
1 OMC installation ............................................................................... 2
2 Connection to the system .................................................................... 6
2.1. Connection to the system ......................................................................... 6
2.2. Security Alert messages ........................................................................... 7
2.3. Certificate installation ............................................................................ 7
3 Define the passwords ......................................................................... 9
3.1. Administration and default users’ passwords ................................................... 9
4 Enter the customer information .......................................................... 10
4.1. Customer and supplier information ............................................................. 10
2
OMC Installation
1 OMC installation
Install OMC on the administrator PC
The OMC software can be found in the SOFTS OXO CONNECT directory on the PC desktop
In Virtual Class:
In your Rlab Pod, use the console mode to connect to the PC Client VM
(OXOC_PC_CLIENT) and install the OMC (available on the desktop, folder SOFTS OXO
CONNECT)
- OXO Connect default IP address 192.168.92.246
- Password 1st login: pbxk1064
On the client PC
Unzip the OMC file that is
located in the SOFTS OXO
CONNECT directory on the PC
desktop
In the unzipped OMC

directory,
click on setup.exe
select Run as administrator
Select the language for the

set up in the list
Then click on OK
3
OMC Installation
Click on Next to begin the

installation
Select the Destination folder.
And click on Next

4
OMC Installation
Select the target

Country/Distribution Channels
(several countries can be
chosen.
And click on Next
Select the Target Product
And click on Next
Select the language(s) for the

display of the OMC
And click on Next

5
OMC Installation
Click on Install to begin the

installation
Installation in progress….
At the end, click on Finish
6
OMC Installation
2 Connection to the system
Make a connection to the system with OMC in Expert mode with server authentication
2.1. Connection to the system

OMC application
Open the OMC application.

Choose “Expert” menu
Use LAN/WAN connection
Enter the default IP address

192.168.92.246
Check the field “Server

pbxk1064
authentication”
Enter the default installer

password pbxk1064 only used
for the first connection
Password The Installer password is “pbxk1064” when logging for the fisrt time
7
OMC Installation
2.2. Security Alert messages

OMC
Security Alert will be
displayed.
Choose View certificate
Choose View certificate
2.3. Certificate installation

In order to avoid displaying the security alert at each connection, you must install the certificate the 1 st
time.
OMC
Click on Install certificate
8
OMC Installation
Then browse to, “Trusted

Root Certification Authorities”
And click on OK
Click on Finish
Then when import is

successful click on OK
9
OMC Installation
3 Define the passwords
Define the passwords given by the trainer for all the different accounts
3.1. Administration and default users’ passwords

OMC application
Enter the passwords for the
different accounts
The passwords must be

different for each customer!
Passwords can be modified if

necessary in OMC/Security
menu
10
OMC Installation
4 Enter the customer information
Information marked with an * are mandatory.
4.1. Customer and supplier information

OMC application
Enter the customer
information, mandatory at the
first connection to the OXO
And optionally the supplier's

information, ie the contact
details of the technician
performing the installation
11
OMC Installation
OMC is ready to start with the

customer configuration
The icon on the bottom right

shows that you are connected
to the OXO
OXO Connect
OXO Connect IP settings modification
How to
✓ Change OXO Connect IP settings
Contents
1 Change the IP settings of the OXO connect ............................................... 2
2 Change the IP settings of the client PC (OXO_PC_CLIENT) .............................. 4
2
Implementation
1 Change the IP settings of the OXO connect

With the OMC, change the OXO Connect IP settings:
- Address IP: 192.168.1.246
- Subnet mask: 255.255.255.0
- Default router address: 192.168.1.254
- DNS 1 : 192.168.1.254
- DNS 2 : 10.20.30.254
- DHCP range : 192.168.1.10 to 192.168.1.39
- Restart OXO connect
In Virtual Classroom:
Use console mode to connect to the Client PC VM (OXO_PC_CLIENT).
- Once the IP addressing is changed, you will be able to connect to the Client PC VM
with "Remote Desktop Connection" - RDP
OMC/ Hardware and limits/ Lan/IP configuration
Open Lan/IP
configuration
Choose the Boards tab,

and enter a value for the
Main CPU: 192.168.1.246
3
Tab LAN Configuration
Default Router Address:

192.168.1.254
Mask: 255.255.255.0
In the DNS tab:
DNS 1: 192.168.1.254
DNS 2: 10.20.30.254
In the DHCP tab, define

the IP addresses range
for deskphones:
Start: 192.168.1. 10
End: 192.168.1. 39
Click OK & Re-start the OXO Connect

4
2 Change the IP settings of the client PC (OXO_PC_CLIENT)
Change the PC IP settings:

- IP Address: 192.168.1.100
- Subnet mask: 255.255.255.0
- Gateway: 192.168.1.254
- DNS 1: 192.168.1.254
- DNS 2: 10.20.30.254
OXO Connect
Basic ACD Configuration
How to
✓ Set up an ACD configuration on OXO Connect
Contents
1 Automatic Call Distribution OMC menu .................................................... 2
1.1. Prefixes used to change the agents status ...................................................... 2
1.2. Associate a DDI number with each group ....................................................... 2
1.3. Create mailboxes for the 3 ACD groups ......................................................... 3
1.4. Generate ACD keys profiles ....................................................................... 4
1.5. Assign profiles of ACD keys to extensions ....................................................... 5
2 ACD Services OMC menu...................................................................... 6
2.1. Call Distribution Services .......................................................................... 6
2.2. Line Parameters/ ACD routing .................................................................... 6
2.3. Add the agents in the ACD group ................................................................. 7
3 Download the voice guides for the ACD groups ........................................... 8
4 Check the ACD configuration ................................................................ 9
4.1. Parameters list ...................................................................................... 9
4.2. Test ................................................................................................... 9
2
1 Automatic Call Distribution OMC menu

Use the different options available in the “Automatic Call Distribution” menus to
establish the following features on a configuration requested by a customer
The prefixes used to manage the agent status are

• 501: on duty
• 502: off duty
• 503: clerical work
• 504: temporary absence
Three ACD groups are required by the customer and you must associate a DID number to
each one:
• Group ACD n°1, internal prefix:505, DDI N°: 41505
1.1. Prefixes used to change the agents status

OMC / Automatic Call Distribution / ACD Setup / “General” tab
Verify the status

change prefixes
1.2. Associate a DDI number with each group

OMC / Automatic Call Distribution / ACD Setup / “General” tab
Add DDI number to

ACD groups
3
1.3. Create mailboxes for the 3 ACD groups

OMC / Automatic Call Distribution / ACD Setup / “ACD Group”
Assign a voice
mailbox to three
groups
4
1.4. Generate ACD keys profiles

OMC / Automatic Call Distribution / ACD Setup / “ACD Profiles” tab
The ACD profiles

related to the
configuration of
the keys are to be
generated
5
1.5. Assign profiles of ACD keys to extensions

OMC / Automatic Call Distribution / ACD Setup / “Agents / Supervisors” tab
Terminals with the

directory numbers
101, 102 and 103
will have an Agent
profile type
The operator
station 100 will
have a Supervisor
profile
6
2 ACD Services OMC menu
2.1. Call Distribution Services

OMC / Call distribution Services / ACD -SCR Services
2.2. Line Parameters/ ACD routing

OMC / Call distribution Services / ACD -SCR Services / Smart Call Routing
Manage via the

menu "ACD
Services", the “Line
parameters” based
on the prefixes and
DDI numbers
previously defined
7
2.3. Add the agents in the ACD group

OMC / Automatic Call Distribution / ACD Services / Agent parameters
Put agents in ACD

groups as follow:
Group ACD 1 : Set 1

(101), Set 2 (102).
Group ACD 2 : Set 2

(102), Set 3 (103).
Group ACD 3 : Set 1

(101), Set 2 (102),
Set 3 (103).
Call distribution
priorities will be to
manage in the
following way:
Group ACD 1: 101

(rank 1), 102 (rank
2)
Group ACD 2: 102

(rank 1), 103 (rank
2)
Group ACD 3: 103

(rank 1), 102 (rank
2), 101 (rank 3)
Customize the
name of the Agents
Put their status as

on duty
8
3 Download the voice guides for the ACD groups

OMC / ACD / ACD Voice messages
Voice guides to
download for ACD
groups will be the
default guides
Select “Transfer
mode” for groups
1,2,3
Select “Default
messages”
Transfer from PC to
PCX with arrow
Guides are now in

the PCX
Notes
When you click on “Default messages”, the download of those messages will be done for
all ACD groups. Click on the column numbers in order to disable the message
downloading for the ACD group not linked to the configuration you want to set up.
9
4 Check the ACD configuration

Check the ACD configuration via the various menus of the OMC and make some calls to
test your configuration
4.1. Parameters list

OMC
Check the changes • Subscribers list,

made to the • Hunting groups list,
following menus: • Internal numbering plan
• Public numbering plan
4.2. Test
Make a call to all the ACD groups to check that the group welcome message comes up
first, followed by a transfer to an agent.
Put the agents on “on duty”, “off duty”, “clerical work” and “temporary absent” status
using the pre-defined prefixes and the features keys set up on the Subscriber terminals.
OXO Connect
Advanced ACD parameters
Summary
Preconfigured parameters by Describe the options

preconfigured by the "ACD
the ACD Configuration menu Configuration" menu
Describe and manage call
Objectives
characterization
Further ACD options Manage ACD group settings
Manage Call Qualification
Manage exceptional days
Manage the customization

of voice guides
2
Features pre-configured by the ACD Setup menu
Virtual terminals
• ‘Virtual terminals’ relating to ports ACD in the subscribers list
• "Media" parameter ticked for all ACD ports (don't touch)
Virtual terminals
• "Virtual terminal" linked to ACD group mailboxes in the subscribers list
• Dynamic forwarding for each virtual terminal to voice mail
Hunting groups Public numbering plan
• Creation of hunting groups in cyclic mode • A DID number is associated to the

including the virtual terminals dedicated targeted ACD group
to ACD features
• Hunting groups used to manage the agent
status and the access to ACD groups
ACD profiles
• Generation of Agent and Supervisor profiles to set up predefined key, features right and
dynamic forwarding configurations
• Option to load one of these profile keys to the targeted agent or supervisor set
Customized
ACD profile
Predefined
ACD profiles
ACD profiles ACD profiles

• Feature rights profile • Dynamic routing profile
Further ACD options
Select setup mode for the group call mechanism

• Check that the "Group called with signalization mode” feature is disabled
• Path: OMC / System Miscellaneous / Feature design /part 2
IN SIGNALING MODE, INCOMING CALLS TO HUNT IN SETUP MODE, INCOMING CALLS TO A HUNT
GROUPS ARE INDICATED ON A "GROUP SUPERVISION" GROUP ARE DISPLAYED ON THEIR SUBSCRIBER
KEY RESOURCE KEYS
Further ACD options
Call characterization: overview

• Call routing optimization to ACD groups
• Management according to the called number (DID) and/or the caller ID (CLI)
• Process available for external incoming and internal incoming calls
CLI DDI ACD Groups
X xx4452 ACD Gr1
+33xxxxxx xx4454 ACD Gr 3
+39xxxxx xxxxxx ACD Gr 4

Further ACD options
Call characterization: analysis process
Call Center
Incoming calls
YES
Priority comparison # 1: CLIn=CLIt
ACD group
CLIn / CLIt & DIDn / DIDt &
DIDn=DIDt? application
NO
YES
Priority comparison # 2: CLIn=CLIt
CLIn / CLIt & DIDt not filled in &
DIDt=empty?
NO
YES
Priority comparison # 3: DIDn=DIDt
&
DIDn / DIDt & CLIt not filled in CLIt=empty?
Ring back
NO
tone
Further ACD options
Call characterization: Line parameters icon

• Path: OMC / Customer PBX / Automatic Call Distribution / Select Line parameters menu
Comparison:
CLIn / CLIt
&
DIDn / DIDt
Comparison:
CLIn / CLIt
&
DIDt not filled in
Comparison:
DIDn / DIDt
&
CLIt not filled in
''Line parameters'' table

management
Call characterization: CLI comparison CLIn /
CLIt starts from the
DIDn / DIDt comparison starts •Fill in the table beginning with the
number comparison method from the right to the left special case (the longest numbers)
left to the right •Ending with the general case (the
shortest numbers)
Further ACD options
ACD group parameters

• Display mode to set in the ACD configuration menu
• ACD mode
• Multi-secretary mode
•Called ACD group identity displayed

while the call is being transferred to
ACD mode display the agent terminal. Once the call is
transferred, the CLI is displayed.
•Called number (or name) displayed

Multi-Secretary while the call is being transferred to
mode display the agent terminal. Once the call is
transferred, the CLI is displayed.
Display of the time spent on ACD process (waiting queue + ringing

time) on agent terminals whatever the display mode selected.
Further ACD options
ACD group parameters

• Path: OMC / Automatic Call Distribution / ACD Services ACD / General parameters
• Group 1-4 and Group 5-8 tab
Used to display ACD groups name

on agent terminals having display
Further ACD options
Opening hours criteria Forced status

Further ACD options
Call management
• Used to manage some options when the caller is in the queue, in redirection/dissuasion
or closed status
Further ACD options
Queue management: queue length configuration

• 2 parameters must be taken into consideration: Number of agent '' In service '' and the traffic or occupation
factor
Let N be the number of agent in service and K the load factor
• If N * K is not an integer, the value of the queue is the next higher integer
• The maximum size of the queue is 16 (same for the maximum number of standard ACD ports).
Waiting Queue
X
Queue length
0.5 = Maximum of
2 queued calls
4 agents on Traffic factor

''On duty'' status (from 0.1 to 9.9)
Further ACD options
Queue management: additional message options
After selecting the “Queue rank”

or the “Queue time “ option,
set up the parameter linked to the
selected option.
Average duration of ACD

conversations used to calculate
the estimated waiting time in
the queue.
Estimated waiting time = [(Number of call in the queue / number of agents on duty) + 1 ] X
Average duration of ACD conversations
Further ACD options
Search mode
• Fixed priority
1
• Rotating priority
2 4
• Longest idle period

3
Further ACD options
Group overflow
ACD group 1
Agent Agent Agent Waiting

busy busy busy queue
Public
Network After a timer of 10 s spent in a
waiting queue:
Overflow to an agent available in
the ACD group 2
ACD group 2
Further ACD options
Transfer number Priority order

• Feature that can used when a call is • Used when agents belong to
routed to an opened ACD group several ACD groups.
where all agents are logged out or on
“off duty” status • Possibility to give a priority from
• As soon as this process happens one group to another, during the
• First ACD incoming call will be research of waiting queue calls
transferred to a pre-defined
number.
• Subsequent calls are either queued
or routed to a deterrent message
Further ACD options
Settings for ACD groups

• General tab
• Options to optimize the ACD function
Further ACD options
How to tag an ACD incoming call?

• Types tab
• Once an ACD incoming call is routed to an agent using the Agent application, the
agent can tag this call according to the kind of call they are involved with
Definition of codes used by

the Agent application in
order to qualify an ACD
incoming call
Further ACD options
Select the days

How to manage the opening to be
displayed in the
or closing status according list.
opened, closed
to some specific days? or both
• Exceptional days tab List of opened,

closed
• Exceptional closing days days or both
• Possibility to define a maximum
of 40 closing days
• Exceptional opening days
Definition of
• Possibility to define a maximum exceptional
of 10 opening days days according to
groups
• A maximum of 2 times ranges per
opening day can be managed
Client identification feature
Client identification
• When a client calls the ACD, he is able to type a customer DTMF code (ex 035) allowing to
generate a specific client information pop-up (Customer code=035) on the agent application
• To get that functionality, ACD groups with code must be selected in the line parameters
• When a client calls this line, he is asked to type a code (e.g.: 035#)
Code DTMF
=
Code Client
Client identification feature
Client identification programming

• To get that functionality, ACD groups with code must be selected in the line
parameters
• In OMC, customize the customer code announce
• In the agent application, it is necessary to give the «automatic screen pop up»
rights in the agent parameters
Further ACD options
ACD function management

• Maintenance tab
Further ACD options
Customize voice prompts

• Possibility to manage ACD prompts by a terminal or via an OMC session
• Prompts can be recorded via a MMC session via a terminal
• Alcatel-Lucent 8 and 9 series: Attendant session
• Default ACD announcement labels
Customer code announce 107.wav 207.wav 307.wav 407.wav 507.wav 607.wav 707.wav 807.wav
Further ACD options
Process to download through OMC new prompts already recorded

• Switch the Mode option to Transfer (1)
• Select the prompts you want to download (2)
• Define the directory path for loading the customized prompts (3)
• Load the new prompts (4)
2
Format of the .wav files
to download 1
3 4
OXO Connect
Advanced ACD configuration
How to
✓ Manage the advanced ACD features on OXO Connect
Summary
1 ACD group names management ............................................................. 2
1.1. Program and validate "the name of the ACD group view" .................................... 2
2 Time ranges management.................................................................... 3
2.1. ACD-SCR Services ................................................................................... 3
3 Configure the search mode for the agent call distribution ............................. 4
3.1. “Search mode “ option ............................................................................ 4
3.2. Maximum ringing duration parameter ........................................................... 5
3.3. The parameter “Agents that do not answer are automatically removed ” ................ 6
4 Configure the waiting queue ................................................................ 7
4.1. Call distribution .................................................................................... 7
5 Dissuasion status management .............................................................. 8
5.1. ACD dissuasion management ...................................................................... 8
6 Closed status management .................................................................. 9
6.1. ACD group closed status ........................................................................... 9
2
Implementation
1 ACD group names management

Compared to the 3 ACD groups created in the TP basic ACD Configuration, name the ACD
as follow:
Group ACD n ° 1: France
Group ACD n ° 2: Spain
Group ACD n ° 3: England
1.1. Program and validate "the name of the ACD group view"
OMC / Automatic Call Distribution / ACD-SCR Services / General parameters / “Group 1-4” tab
These Group
heading will be
displayed on the
sets, applications
agents, supervisors,
and statistics
OMC / Automatic Call Distribution / ACD-SCR Configuration / General tab
These ACD group

names will be
displayed on the
sets, applications
agents, supervisors,
and statistics
Notes
The information displayed on the set for the transfer of the call to the agent are
[GROUP_NAME] [CALLING_NUMBER] [WAITING_TIME]
3
2 Time ranges management

The ACD groups will be open from Monday to Friday, from 08:00 to 12:00 and 13:00 to
18:00
In addition, ACD groups will be closed 1 January, 1 May and 25 December
Only the Group ACD n°1 will be open December 25 from 9:30 to 11:30
2.1. ACD-SCR Services

Fill the Opening

time slots of the
ACD groups
Select the ACD

group you want to
set up and click on
the Opening
criteria icon
Fill the ACD groups

Exceptional days
Tab Exceptional
days
4
3 Configure the search mode for the agent call distribution

ACD group 1 has a “fixed” search mode,
ACD group 2 has a “longest idle period” search mode,
ACD group 3 has a “rotating” search mode.
3.1. “Search mode “ option

OMC / Automatic Call Distribution / ACD-SCR Services / General parameters / “Group 1-4” tab,
“Search mode “ option
Select the mode

Fixed for the Group
ACD n°1,
the mode
Longest idle period
for Group ACD n°2
and the mode
Rotating for the
Group ACD n°3
Notes
Check the different search modes to compare the modes. Do not forget to take into
account the priority of the agents defined in the previous exercise.
Do practical tests.
5
3.2. Maximum ringing duration parameter

OMC / Automatic Call Distribution / ACD-SCR Services / General parameters / General tab,
option ‘’maximum ringing duration’’
Validate the
parameter
Maximum ringing
duration to 10
seconds.
Make a call to the

ACD No. Group 3
without any
response from the
agents.
What is going on?
Notes
The incoming call comes first on extension 103 (if it’s the first call for ACD group 3).
After 10 seconds ringing, the call is routed to extension 102. After 10 seconds ringing,
the call is routed to extension 101. After 10 seconds of ringing, the call is routed to
extension 103 and so on.
6
3.3. The parameter “Agents that do not answer are automatically removed ”
OMC / Automatic Call Distribution / ACD-SCR Services / General parameters / General tab,
option “Agents that do not answer are automatically removed”
Enable the option

Agents that do not
answer are
automatically
removed.
Make an incoming
call to ACD group 3
but the agents
won’t answer the
call.
What happens?
Notes
The incoming call comes first on extension 103 (if it’s the first call for ACD group 3).
After 10 seconds ringing, the call is routed to extension 102 and extension 103
automatically swap to “off duty” status. After 10 seconds ringing, the call is routed to
extension 101 and extension 102 automatically swaps to “off duty” status. Then the call
will definitely stay on extension 101.
7
4 Configure the waiting queue
4.1. Call distribution

The agent The call is put on waiting queue of ACD group 1. The caller can hear the
terminals for ACD welcome message 1 first then the waiting message 2 that is looped.
group 1 are busy or
off-hook.
Make an incoming
call to ACD group
1.
What happens?
An agent becomes The call that was on waiting queue is transferred to the available agent.
available.
What happens?
What are the possible exits when the caller is on the waiting queue?
The caller can exit the waiting queue by pressing the “star” key in order to
leave a message in the associated ACD group mailbox or to be routed to a pre-
defined number.
Click on the “Call distribution” icon of ACD group n°1
For the possible

exits of the waiting
queue,
click on the “Call
management” icon
of ACD group 1
Activate the “Place

in group voice
mailbox” option
and check the
process.
Then activate the

“Transfer to a
number” option
and check the
process again.
8
5 Dissuasion status management
5.1. ACD dissuasion management

Configure the OMC / Automatic Call Distribution / General parameters / “Group 1-4” tab /
queue length to Queue management menu.
ensure there is only Put the value “0.1” for the “Queue length” option
one call waiting.
This feature is
available for all the
ACD groups
The ACD group 2 The first call is put on ACD group 2 waiting queue. The second call is put on
agent terminals are dissuasion status: the caller hears a message telling him, for example, that all
busy (or off-hook). the agents are busy and to try to call later. Then the call is released.
Configure an
incoming call to
ACD group 2. Then
configure a second
one. What
happens?
What are the other possibilities in case of dissuasion status?
Instead of broadcasting a message and releasing the call, it’s possible to set up
a transfer to a predefined destination or to leave a message on the ACD group
mailbox.
/Group n°2
Click on the Call

distribution icon of
ACD group 2
For the
“Deterrence”
process

in group voice
mailbox” option
and check the
process.
Then activate the

“Transfer to a
number” option
and check the
process again.
9
6 Closed status management
6.1. ACD group closed status

Switch ACD group 3 The call is put on closed status: the caller hears a message telling him, for
to closing hours example, that the hot-line is open from Monday to Friday, from 8:00 AM to
and establish an 12:00 PM (8h00 to 12h00) and from 1:00 PM to 6:00 PM (13h00 to 18h00), and
incoming call to to call during those open hours. The call is then released.
ACD group 3.
What happens?
What are the Instead of broadcasting a message and releasing the call, it’s possible to set up
possible options a transfer to a predefined destination or to leave a message on the ACD group
when the status of mailbox.
an ACD group is
closed?
What are the other possibilities in case of Closed status?
Set up the other possible options and check the process by establishing an
incoming call to ACD group 3, which already has a closed status.
OMC / Automatic Call Distribution / ACD-SCR Services / General parameters / “Group 1-4” tab /
group 3
Click on the “Call

distribution” icon
of ACD group 3
For the “End”

process

in group voice
mailbox” option
and check the
process.
Then activate the

“Transfer to a
number” option
and check the
process again.
OXO Connect
Routing table configuration
How to
✓ Configure the routing table via the “Line parameters” menu
Contents
1 Manage the table "Line parameters" depending on the configuration of the client . 2
1.1. Line and SCR parameters .......................................................................... 2
2
Routing table configuration
Implémentation
1 Manage the table "Line parameters" depending on the configuration

of the client
Create three ACD groups to connect calls depending on the country of origin.
- All calls from UK (0044) will be routed to the ACD group 1
- All calls from Spain (0034) will be routed to the ACD group 2
- All calls from Germany (0049) will be routed to the ACD group 3
Dedicate an ACD group to following three major accounts:

Major accounts: CLI : DDI : Application :
- Brest bank 02.98.11.22.33 XX.XX.XX.X5.05 ACD group 1
- Paris bank 01.30.40.50.60 XX.XX.XX.X5.06 ACD group 1
- Illkirch bank 03.90.80.70.60 XX.XX.XX.X5.07 ACD group 1
If the accounts do not call the correct DDI, all the calls will be routed to ACD group 3
1.1. Line and SCR parameters

OMC / Call distribution Services / ACD -SCR Services / Smart Call Routing
OXO Connect
Login/Logout feature
Summary
Login/Logout feature overview Describe and

manage the
login/logout feature
Login/Logout facilities on
Objectives
Describe and
terminals manage the
login/logout feature
via the ACD tab on
Alcatel-Lucent ALE
Login/Logout facilities via the Essential and
Enterprise
ACD tab
Agent status after login session

2
Login/Logout feature overview
To be able to answer to ACD calls, the agent must first enter the ACD
process.
The entry to the ACD process is effective as soon as a common link is built
for the following components:
ACD group 1
The agent name The terminal The ACD group
To enter in an ACD session, you need to login
To leave an ACD session, you need to logout

Login/Logout feature overview
Login Via a login prefix or ACD A function, called ACD Prefix, is available
process tab/Login
• From a terminal, an agent is able to
in the internal numbering plan
•ACD prefix with base 0: prefix to logout
•ACD prefix with base 1: prefix to login
login by dialing a prefix, in order to
associate his terminal with the
selected agent.
• At a minimum, agents and ACD
group must be set up
• Providing by default free seating
mode
ACD tab/Login
•Same key used to login or to logout
Login/Logout facilities on terminals
Process for a Process for a

terminal to login terminal to logout
Dial the ACD prefix (logout code)

Dial the ACD prefix (login code)
or tab ACD press the “Logout”
or tab ACD press the “Login” key
key
Select the Agent On ALE Essential and Enterprise

•By name: for ALE Essential and Enterprise you have to confirm the exit by
•By his agent number: for analog phones and OK.
DECT handsets
No exit confirmation required for

Enter the Agent password if this
analog phones and DECT
agent is customized
handsets.
The terminal is logged in The terminal is logged out

Information on Alcatel-Lucent terminals
ACD tab available on the Premium displays
Set of keys when Agent is logged in:

Terminal is logged out
• On duty
Entry to a login session in • Off duty
order to log on the terminal
• Clerical work
• Temporary absence
• Logout
• Password
• Groups
• Don’t forget to scroll down the ACD menu via the
navigator key, in order to access to additional features.
Examples:
• 1:01 = Agent doesn’t belong to ACD group 1 which is

open, and 1 calls are in the queue.
• 1:01 = Agent belong to ACD group 1 which is open, and 1
calls are in the queue.
• 1:01+ = Agent belong to ACD group 1 which is open, 1
calls are in the queue and the queue is full.
• 1-00 = Agent belong to ACD group 1 which is closed
Agent status after login session
Noteworthy address
called “ACDAutoLog” Value 01: agent is
Value 00: agent is
in order to set up the “on duty” after
“off duty” after
default agent status login session
login session
after the login (Default value)
process
OXO Connect
Multi secretary
Summary
Presentation of the Multi secretary To describe and

configure the
function Multi secretary
Description of the management of feature
Objectives
the Multi secretary
2
Presentation of the Multi secretary function
The secretary (ies) can The calls are automatically

Allows to share the resources provide a personalized routed towards the secretary
of one or more secretaries Feature based on
reception according to the (ies), a waiting queue, a ACD engine
between several managers, managers called thanks to dissuasion message or a
services or companies (license needed)
the display of her station closing message
CALLED NUMBER (or

the name ) +
CALLING NUMBER +
WAITING TIME
Presentation of the Multi secretary function
Example:
Medical toward DDI A, B, C
center "Welcome to the
study Incoming calls medical center"
Waiting queue
“The secretaries are
already on line,
please hold on"
"Secretary of doctor A,
may I help you…"
Closing Dissuasion
«Our offices are open «All our secretaries Multi secretary
from 8h to 19h, you are occupied, please "Secretary of doctor C,
will be transferred to callback later» Answered calls may I help you…"
our voice mail box »
Doctors A, B, C
Description of the management of the Multi secretary
Manage managers DDI numbers and apply the multi secretary mode
• OMC/Automatic Call Distribution/ACD Setup/General tab
Create a voice mail box for the secretary groups which will be used when the reception
is closed
• OMC/Automatic Call Distribution/ACD Setup/ACD Groups tab
Generate the secretaries' profiles and add the Services keys to the supervisor
profile
• A profile consists in programming keys on the stations, modifying some feature rights and
modifying the dynamic routing
Declare the secretaries stations as Supervisors in order to program a voice message

consultation key on their sets
• OMC/Automatic Call Distribution/ACD Setup/Agents-Supervisors tab
Create the secretaries in the ACD engine management

• OMC/Automatic Call Distribution/ACD Services/Agent parameters
Add the DDI numbers in the ACD engine management

• OMC/Automatic Call Distribution/ACD Services/Line parameters
Manage the schedules of opening and the overflow towards voicemail

• OMC/Automatic Call Distribution/ACD Services/General parameters
• Group 1-4 tab
• Else when the secretaries are off duty or logged out, the dissuasion message is used
Customize the group 1 voice prompts

• Default ACD announcement labels
• Possibility to download ACD prompts via an OMC session
• Prompts can also be recorded via a MMC session via a terminal
• Attendant session/Expert/Voice/ACD
Voice guides as an example

Welcome to Doctor’s 1 Office
Doctor 1 is busy please wait
Doctor 1 is very busy but does his best to answer you
Due to too many calls, the doctor can't answer you
Doctor 1's office is currently closed

Your wait is prolonged and is estimated at x min
Customize voice prompts

• Create with a PC the voice prompts in .wav format
• Respect the assignments 101.wav = welcome message, 102.wav = waiting message, etc.
• Process to download new prompts already recorded
• Switch the Mode option to Transfer (1)
• Select the prompts you want to download (2)
• Define the directory path for loading the customized prompts (3)
• Load the new prompts (4)
2
Format of the .wav files
to download 1
3 4
Replacement of the called number by the name on the secretary's sets

• Program names in the collective speed dialing repertory
Incoming call
To answer to the calls, the secretary must login

• A tab ACD is available on the Premium 8 and 9 series displays
Terminal is logged out
Login session in order to log on

the terminal
Other ACD
functions advanced
parameters are Advanced ACD parameters
explained during
the training management
OXO Connect
Multi secretary ACD feature
How to
✓ Configure the Multi secretary ACD feature on OXO Connect
Summary
1 Manage a multi secretary group ............................................................ 2
1.1. Program 3 DDI numbers and activate the Multi-Secretary mode ............................ 2
1.2. Create a voice mail box ........................................................................... 3
1.3. Generate the stations profiles .................................................................... 3
1.4. Declare the secretaries stations as Supervisors stations ...................................... 4
1.5. ACD engine management .......................................................................... 4
1.5.1. Agents parameters ......................................................................................... 4
1.5.2. Line Parameters ............................................................................................ 5
2 Manage collective speed dialing numbers ................................................. 5

2.1. Collective speed dialing ........................................................................... 5
3 Manage the opening hours ................................................................... 6
3.1. General Parameters ................................................................................ 6
4 Manage the voice guides ..................................................................... 7
4.1. ACD Voice Messages ................................................................................ 7
5 Test ............................................................................................. 7
2
1 Manage a multi secretary group

This group contains 2 secretaries, stations 101 and 102.
These secretaries answer the calls of 3 doctors, stations 105 (DDI 41505), 106 (DDI
41506) and 107 (DDI 41507).
When the company is closed the calls are routed towards a voice mail box
1.1. Program 3 DDI numbers and activate the Multi-Secretary mode

OMC/Automatic Call Distribution/ACD Setup/General tab
Carry out the

programming in the
following order
Manage 3 DDI
numbers for the
groups 505, 506
and 507:
41505 : 505
41506 : 506
41507 : 507
3
1.2. Create a voice mail box

OMC/Automatic Call Distribution/ACD Setup/ACD Groups tab
Assign a voice
mailbox to the
groups
1.3. Generate the stations profiles

OMC/Automatic Call Distribution/ACD Setup/ACD Profiles tab
Generate the
profiles for
Secretaries who
will be supervisors
4
1.4. Declare the secretaries stations as Supervisors stations

OMC/Automatic Call Distribution/ACD Setup/Agents-Supervisors tab
Declare the
Secretaries sets 101
and 102 which will
have a profile of
supervisors sets
1.5. ACD engine management
1.5.1. Agents parameters
OMC/Automatic Call Distribution/ACD-SCR Services/Agents parameters
Manage Secretaries
in the ACD Engine
Put the secretaries

in the 3 groups at
rank 1
5
1.5.2. Line Parameters
OMC/Automatic Call Distribution/ACD-SCR Services/Smart Call Routing Line parameters
2 Manage collective speed dialing numbers

These secretaries must also identify the called party by his name: DOCTOR A, DOCTOR B
et DOCTOR C
2.1. Collective speed dialing

OMC/Collective speed dialing
Manage one
number per doctor
that will be
displayed on the
secretaries' sets
505 to 507 allows

you to test calls
internally
6
3 Manage the opening hours

Manage the opening hours from 8am to 7pm from Monday to Friday
and the overflow to the voice mailbox
3.1. General Parameters

OMC/Automatic Call Distribution/ACD-SCR Services /General Parameters
Opening hours
from 8am to 7pm
from Monday to
Friday
and overflow to the

mailbox
7
4 Manage the voice guides
Manage the voice guides for welcome message, the waiting queue, for closing hours
4.1. ACD Voice Messages

OMC/Automatic Call Distribution/ACD Voice Messages
Import messages by 1°) Select the mode:

OMC or in MMC Transfer
station
Menu/Operator/PA
SSWORD
2°) Select the ACD
OP/Expert/Voice/A prompts:
CD/ACD Group 1 to Default messages
3/Welcome...
3°) Load the prompts from

Example: Welcome the default directory and
of group 1 = you transfer them.
are in the doctor's
office 1 etc.
5 Test
Manage a call to the secretaries by using one of the the three prefixes.
Which information is displayed on the set during the call transfer toward the secretaries?
[CALLED_NUMBER] [CALLING_NUMBER] [WAITING_TIME]
Which information is displayed on the set once the call is transferred toward the
secretaries?
[CALLING_NUMBER]
Manage a call to the secretaries via another prefix.

Which information is displayed on the set during the call transfer toward the secretaries?
[CALLED_NUMBER] [CALLING_NUMBER] [WAITING_TIME]
In this case, the called number will be different.
OXO Connect
Supervisor application
Summary
Presentation
Configuration and connection To describe

parameters Supervisor
application
features
Objectives
Display parameters
Real-time display of agent status
Real-time display of group status
2
Presentation
Documentation from the expert documentation

The Supervisor application
allows to view real-time
information on the activity
of the Call Center and to
simultaneously change
parameters, the status
and assignment of agents,
groups and ACD
Password level “ACD Admin”
ACD statistic and Supervisor applications use a dedicated OMC-> System Miscellaneous -> Passwords -> Management
ACD admin password instead of installer password password
•In order to not communicate to the end customer the
installer password
Configuration and connection parameters
OMC / Automatic Call Distribution/ ACD services/ General parameters/General
Options allowing display of

information in Supervisor application
• Time delay before overload messages flash:
• If a call overload lasts longer than this time
limit, a warning message will be displayed on
the observation screen (red box) Connection parameters at Supervisor
• Length of calculation period for agent application launching
activity rates:
• These statistics can be displayed for the past
hour or half-hour.
OXO Connect
IP@ or name
Language choice
Display parameters management
Selection of supervised agents and groups

• Select the agents from existing ACD groups
Selected agents function

of supervised groups
Display parameters management
Selection of supervised agents and groups

• Select an agent within the available ones
Select the agents

to be supervised
Information related
to the agents
• Information display
• Their station number
• Their name
• Their group Agent activity rate in %
• Their activity rate

• The status of their
station
Agent status
On Duty
Temporary Absence
Clerical work
Off Duty
Information
related to the
agents
Click un the status
• Supervisor rights icon of the agent
towards the agents
Agents parameters
Possibility to modify this agent

status
Allows to force the automatic

answer of this agent
Groups of membership for this

agent
Information
related to the
groups
• Information display
ACD group
Group status
Activities rate information

Information related
to the groups
• Supervisor rights
towards the groups
Click on the group status icon
Group status with possibility

to modify the status
Meaning of toolbar icons
Meaning of supervision icons
OXO Connect
Supervisor application ACD
How to
✓ Manage the Supervisor application on OXO Connect
Summary
1 Install the Supervisor application ........................................................... 2
1.1. Set up the Agent activity rate .................................................................... 2
1.2. Supervisor application software installation ................................................... 3
1.3. Launch the supervisor application ............................................................... 3
2 Application settings ........................................................................... 4
2.1. Agent Button ........................................................................................ 5
2.1.1. Agent parameters .......................................................................................... 5
2.1.2. Settings that the Supervisor application can change for agents ..................................... 6
2.2. Group button ........................................................................................ 6
2.2.1. Settings the supervisor application can change for groups ........................................... 6
2
Implementation
1 Install the Supervisor application
For the “Length of calculation period for agent activity rates” option, select “1/2 hour”
1.1. Set up the Agent activity rate

OMC / ACD-SCR Services / General Parameters / “General” tab
The “Length of
calculation period
for agent activity
rates” option,
select “1/2 hour”
3
1.2. Supervisor application software installation

Download the application on MyPortal website and unzip on your PC
ACD_X.X\Alcatel\Call Center\Supervisor
Launch setup.exe
1.3. Launch the supervisor application

Double click on the
desktop icon
Fill the server

name:
192.168.1.246.
Select the text

language: English
Admin ACD
password :
Acdc1064
4
2 Application settings
Select the “Parameters” menu to set up the following options
Parameters
Agent selected per

group.
Select the ACD

groups they belong
to
5
2.1. Agent Button
2.1.1. Agent parameters
See the user manual Application supervisor
Select the “Agent”

menu and set the
different agent
status to check
that real time view
is working
Different kinds of status can be managed for an agent.

On Duty
- Awaiting call: the agent assigned to an ACD group is able to
answer the next ACD call.
- Not answering: a call has been presented to an agent, who is
not answering.
- Being routed: the agent's station is reserved for a call that is in
the process of being transferred (the station is not yet ready).
- Ringing: the agent's station is ringing following transfer of the
ACD call.
- ACD busy: the Agent is in ACD conversation.
- On hold: the agent has just hung up after an ACD call. The
agent has rest time before another call is presented to him.
- Busy, outgoing call: the agent is making a call out of ACD.
- Not available: the agent is receiving a call out of ACD.
Temporary Absence: the agent is temporarily off duty for a
break.
Clerical work: following an ACD conversation, the agent is, for
example, drafting a report, and therefore temporarily withdraws
from the call distribution system.
Off Duty: the agent is off duty or has not been assigned a station
number.
- Check the Agent activity by making an incoming call to an ACD group
that lasts about 5 minutes: the agent column should be increasing.
6
2.1.2. Settings that the Supervisor application can change for agents
The Supervisor
application can
change the group(s)
the agent belongs,
the agent rank and
the agent status.
2.2. Group button
See the user manual Application supervisor
Select the “Group”

menu and manage
incoming calls to
ACD groups to
check the types of
information
displayed
2.2.1. Settings the supervisor application can change for groups

The Supervisor
application can
change the group
status.
The group can be

“open” “closed” or
using the ACD
group time ranges
OXO Connect
Agent application
Summary
Introduction to the Agent application
Architecture To manage the

full set of
features in the
Connection parameters Agent application
Objectives
Pilot functions
Agent application user rights

management
2
Introduction to the Agent application
Documentation from the Expert documentation

User friendly interface to
enhance call management
"Free seating" feature
Agent status management
Call qualification
Personal statistics in real time
Selection and management of
the screen-pop
Interaction with the PIMphony

application is possible
Call management (off-hook,
transfer, conference…)
Management of the screen-
pop
IP agent for local subscribers
or remote workers
Architecture
Architecture based on PC / Terminal association

PCs with Agent Agent Terminals
application installed
PC 1 Association Ext. 2001
PC 1 + Ext. 2001

PC 2 + Ext. 2002

PC 3 + Ext. 2004
PC 4 Association
Ext. 2004
PC 4 + Ext. 2004
Connection parameters
Computer/terminal association definition User selection
Ext. number associated OXO Connect IP@

with
Agent application
List of agents authorized

to supervise the selected
extension
Pilot functions
Available information during an ACD communication
DTMF
Client code Call waiting time
Calling Nb
(CLI)
Call Center
Called Nb target
(DDI) Communication time,
Complementary task and absence time
Pilot functions
Possible actions out of communication:

• Agent status management
On duty Clerical work Temporary absence Off duty

Pilot functions
Options: working environment
Agent parameters
Préférences
Pilot functions
Options: real time group statistics
Files d’attente Conversations en

cours
Pilot functions
Options: integrated contact application

• Client database used for file screen pop-up
Screen popup
ACD incoming call

from
Mr.Rémi BREHONNET
Contact file
(Mr.Rémi BREHONNET information)
ACD Agent
Pilot functions
Options: integrated contact database application

• "Integrated mode" in local
• Every agent uses their own customer database
Customers
database
The agent application user rights management
Possible management via the Admin account and the Agent

application
Access is protected by the

the OXO Connect
Operator password
General parameters
Selection of
the type of
customer
database
Agents rights
OXO Connect
Agent application ACD
How to
✓ Manage the Agent application ACD on OXO Connect
Summary
1 Call qualification codes ...................................................................... 2
1.1. Define the qualification codes .................................................................... 2
2 Install the Agent application ................................................................ 2
2.1. Agent application installation .................................................................... 2
2.2. Launch the Agent Assistant ....................................................................... 3
3 Test the Agent application options ......................................................... 4
4 Check the size of the waiting queue of ACD group with the Agent application ...... 5
2
Implementation
1 Call qualification codes
1.1. Define the qualification codes

OMC / ACD-SCR Services / General Parameters / “Types” tab.
Agents will be able

to use these codes
in order to qualify
an ACD incoming
call
2 Install the Agent application
Associate the PC which is using the agent application with the terminal 102
2.1. Agent application installation

Download the application from the MyPortal web site and unzip on your PC
ACD_X.X\alcatel\call_center\Agent_assistant
Launch setup.exe
3
2.2. Launch the Agent Assistant

Double click on the
desktop icon
When you launch

the Agent
application for the
first time, you
need to fill the
connection 102
properties. 102
Server name: IP
address
192.168.1.246
Extension number
102 linked to the
PC using the Agent
poste 101 101
application.
Click on
poste 102 102
“Connection”
button.
Select the language

of the texts of the
screens
4
3 Test the Agent application options

Manage the different States of the agent with the Agent application
See the Agent application user manual
Click on “On duty,”
“Clerical work,”
102 102
and “Temporary
absence” icons in
the Agent
application and use
the Supervisor
application to
confirm that the
status changes on
extension 102
Establish an Information that are displayed in the Agent application are:
incoming call to
ACD group 2 that - The caller number (CLI).
will be answered by - The called number (DID).
agent 102. - The group(s) to which the agent belongs.
What is the default
information - ACD group name involved by this call.
available in the - The time spent on waiting queue + the ringing time.
Agent application? - The conversation duration.
- Possibility to associate a client code that will be saved in
the contact file.
Change the agent
groups and check
the result with the
Supervisor The list of groups is a box with the name of the ACD groups.
application Once the changes are made, the supervisor application displays the new
configuration of the ACD groups
Customize some Check the process by making incoming calls to ACD group 2.
contact files in Click on the “Customers data base” icon.
order to configure In the “Edit” menu, select “New.”
the screen popup Customize the contact file by filling in the last name, the first name, and a phone
feature number.
Click “OK” to validate the changes.
From the caller number you defined in your customer contact file, make an
incoming call to ACD group 2.
A screen popup should appear as soon as the call is distributed to agent 1002
Make an incoming Once the call is transferred to agent 1002, click on the scrolling menu on the
call to ACD group 2 right side of the agent application. In this scrolling menu, you will find the
and qualify the call qualification codes defined previously.
with the Agent Select the code you want to apply to the call.
application
5
4 Check the size of the waiting queue of ACD group with the Agent
application
Change the traffic factor on the ACD group 1 parameters and check what’s happening
with the Agent application.
OMC / ACD-SCR Services / General Parameters / “Group 1-4” tab.

In the ACD group 1 options, change the “queue length” parameter: put “2.0” instead of “0.1”.
Check that the

queue length of the
waiting queue of
ACD group 1
changed from 1 to
4 calls (for this
example, all the
agents of the group
are not in “off
duty” status)
OXO Connect
Statistics application
Summary
General overview
Describe and manage
statistics for ACD groups
Parameters to set up Describe and manage ACD
agent statistics
Describe and manage
Objectives
automatic impressions of
Statistics application overview ACD group statistics
Describe and manage
automatic impressions of
ACD agent statistics
ACD statistics Describe and manage the
export of statistics files
Printout of statistics
Statistics exportation
2
General overview
Documentation from Expert documentation

Evaluation based on
Traffic evaluation graphs, average
according to workload duration, percentages
or absolute values
Pre-defined statistics
Daily, monthly or reports according to
defined periods can be selected options and
managed by the user statistics exportation
possibilities
Manual and automatic

printout statistics
Password level “ACD Admin”
ACD statistic and Supervisor applications use a dedicated OMC-> System Miscellaneous -> Passwords -> Management
ACD admin password instead of installer password password
•In order to not communicate to the end customer the
installer password
General overview
•Via the Statistic Manager icon available in the Alcatel OmniTouch Call Center
Office directory
Statistics
application can •Via the ACD Statistics manager shortcut available on OMC application
be launched:
Parameters to set up
Before using the S1 hold-on threshold value: 10 seconds (default value)

Statistics
application, ACD S2 hold-on threshold value: 40 seconds (default value)
options must be
checked Waiting begins before overflow time delay (to enable or not)
Parameters to set up
A connection to the OXO Connect is required in order to retrieve the statistics files stored on
the main CPU.
After launching the Statistics application, some options must be set up, via the Configuration
menu, to enable this connection.
Select the language in which

you want to display the
statistics information
1- Select ‘’PBX Server ’’
2- Set up the OXO Connect

IP address
3- Validate the selected
IP address
Statistics application interface overview
Once the previous options set up, all icons will be displayed
ACD icon: Used to display statistics based on ACD groups and

agents. Used also to manage automatic printouts.
Line statistics icon: Used to display statistics based on line busy

rate.
Calls statistics icon: Used to display statistics based on traffic

coming into the call center.
Export icon: Used to export statistics in binary or csv files.
Configuration icon: Used to manage the connection settings.
Version icon: Used to display Statistics application version.
Exit icon: Used to close the Statistics application.
Working directory: Directory where are stored the whole

statistics files.
ACD Statistics
By clicking on ACD icon, statistics based on groups and agents will be available
Agent statistics icon: Used to display statistics on

agents.
Automatic printout of statistics agent icon: Used to

set up daily automatic printouts of statistics based on
agent’s information.
Group statistics icon: Used to display statistics on
groups.
Automatic printout of statistics group icon: Used to

set up daily automatic printouts of statistics based on
group’s information.
Management options for the display of the ACD groups statistics
Use the Statistic tab to define Use the Graphic options tab to
the ACD groups and the dates select the graph mode and the
that you want to take effect information you want to display
Statistics display choices in

term of colors and format
Synthesis menu access according

to numbers of calls
Detailed menus linked to

different kinds of calls
ACD group statistics view via the graphic tab
Graph of Incoming
calls
Graph of
Answered calls
Graph of Absolute
values
Graph of Times
ACD group statistics view based on spreadsheet
Absolute value tab
Percentage tabs
Time tabs
Management options for the display of the statistics of the ACD AGENTS
Use the Statistic icon to define Use the Options icon to select
the agents, the ACD groups the
the graph mode and the
agents belong and the dates that
you want to take effect information you want to display
Statistics display choices in

term of colors and format
Synthesis menu access according

to numbers of calls and duration
Detailed menus linked to

different kinds of calls
Statistics of ACD agents in the form of graphs
Statistics of ACD agents spreadsheet
Printout of statistics
Manual printout of statistics Automatic printout of statistics

• From the Group statistics menu and • Select the "Automatic printout of
from the Agent statistics menu statistics - group" icon to make
• Select the kind of information you automatic printout of statistics related
want to print to ACD groups
• Click on the "Printing" button • Select the "Automatic printout of
statistics - agent" icon to make
automatic printout of statistics related
to ACD agents
Automatic printout of statistics
Automatic printout of Automatic printout of

statistics - ACD groups statistics - ACD agents
Printout
parameters
Printing profiles - ACD groups Printing profiles - ACD
management agents management
Printout
profiles
Export of statistics files
•Binary files
Statistics files can be •Used only by the Statistics application.

•Useful to load the complete binary files in direct or remote connection and to work with them in local
exported in two formats •CSV files

•Used to be exported in order to handle them with external application compatible with the CSV file format.
•Useful for clients who want to have customized statistics, reports and printouts
Exportation statistics via Export icon
the Export icon of the

Directory where are stored
Statistics main menu the whole statistics files
Data saving path

Select the format of file Dates for the download
exportation Files format to select

Export
OXO Connect
Statistics Application ACD
How to
✓ Manage and analyze the statistics via the Statistics application ACD on OXO
Connect
Summary
1 Install the Statistics application software ................................................. 2
1.1. Install the Statistics application .................................................................. 2
1.2. Launch the application Statistic Manager ....................................................... 3
2 Group statistics ................................................................................ 4
3 Agent statistics ................................................................................ 6
2
Implementation
1 Install the Statistics application software
1.1. Install the Statistics application

Download the application on the BPWS and unzip on your PC
ACD_X.X\alcatel\call_center\Statistics_manager
Launch setup.exe
3
1.2. Launch the application Statistic Manager

Double click on the
desktop icon
During the first

open the
application, you
must set the
connection
properties. Fill in
the name of the
server:
192.168.1.246
Select the language

of the screens:
English
Enter the password

ACD Admin:
Acdc1064
Click on the button

"ACD" to access
statistics
4
2 Group statistics
Select "Group
Statistics".
"Statistics" tab
Validate groups 1, 2
and 3
Validate the choice

Period
Select dates
Click OK
5
Select the 3D Bar Click the “Graphic options” button.

graph in color Select the “Color” and “3D Bar” options
Click on the "Options

" tab Select "Colour"
and "3D Bar"
Display the After managing the colors and the kind of graph, click on the
statistics for “Synthesis” option, then select Incoming calls.
incoming calls and Click the “OK” button to display the statistics according to the
answered calls in “Incoming calls” choice.
graph mode Click again the “Graphic options” button; click on the “Synthesis”
option, the choice “Answered calls.”
Click the “OK” button to display the statistics according to the
“Answered calls” choice.
Display the number Click the “Graphic options” button.
of calls for all the Click on the “Number” menu, the “Absolute value” option.
possible options for Among the options available, select one of them.
“Absolute value” Click “OK” to leave the selection menu.
and “Time” in Click “OK” again in order to look at a feature of the “Absolute value”
graph mode. statistics.
Click the “Graphic options” button.
Click on the “Number” menu, the “Time” option.
Among the options available, select one of them.
Click “OK” to leave the selection menu.
Click “OK” again in order to have a look on one feature of the
“Time” statistics.
Viewing statistics:
• In absolute
value
• In
percentage
• By duration
6
3 Agent statistics
Select the training
period for this course
to view the statistics
of all agents.
Select "Agent
Statistics".
In the "Agent" tab,

select "All".
And "Group" 1, 2 and
3.
Select the training

period and fill in the
start date and end
date.
7
View statistics for

call numbers and
average durations in
graphical mode
Parameter the colors

and type of graph.
Select "Summary/
Number of calls"
View choice
information
Click again on the

"Options" tab, Select
"Summary / Average
duration".
View choice
information
Statistics display:
• Table of
calls
• Table of
times
OpenTouch Suite for MLE
OXO Connect
Actions to perform at the END of a training
Actions to perform at the END of a training
Erase the MLAA voice guides if used
Clear ACD voice guides if used
Return to ACD / SCR factory settings if used
OXO Cold Reset with the following settings:

•User data
•System data
•Cloud connect data
•Network, installer passwords and management data
END OF TRAINING EVALUATIONS
C L A S S R O O M S E S S I O N O R V I RT U A L C L A S S S E S S I O N
YOUR FEEDBACKS ARE
IMPORTANT!
Thank you to complete the training

evaluation online survey before leaving
your session. This will take you 2 minutes!
You must complete the end of training

evaluation to be able to download your
training certificate of attendance.
LOGIN TO ALE KNOWLEDGE HUB
• Connect to ALE Knowledge Hub (https://enterprise-education.csod.com ) with your usual

credentials
ACCESS TO THE ONLINE EVALUATION SURVEY (1/2)
• Click on My Training on the home page
• Search for the training course by the reference provided by your instructor
ACCESS TO THE ONLINE EVALUATION SURVEY (2/2)
• From the session, select Evaluate in the dropdown menu and follow the instructions
OR
• From the curriculum, select Open Curriculum
• Then select Evaluate in the dropdown menu associated to the session and follow the
instructions
THANK YOU
Find a Course
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and course detail.
Feedback
In order to improve the quality of the documentation, please report any feedback and address to:
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OXO CONNECT

CALL CENTER - EDITION 07

Learners RLAB environment Pods are

Pods common resources

Session number / course ref / pod number

Access using RDP

• Host name: Client1 POD

• Mask: 255.255.255.0 VM PC Client

• Mask: 255.255.255.0 VM PC Client

▪ IP BOX used for Starter course

• Host name: Client1 POD

• Mask: 255.255.255.0 PC Client

▪ Credentials: no login, no password required

POD topology POD P (P is the POD number)

Network 192.168.1.x the RLAB common area

SIP Simulator details Public and Emergency numbers

Call to Emergency numbers from your PBX

Call to Public numbers from your PBX

National numbers Mobile numbers International numbers

The main number of the SIP user Public is 3321PN12345.

National call (to area 1) Mobile call (to area 6)

SIP Trunk Group SIP Trunk Group ITSP1

SIP Trunk Group SIP Trunk Group ITSP1

Examples for POD 3 (PN = 03)

Call from Public user Call from PBX 3 (loop)

Installation number • 210P41000

Automatic Call Distribution

Main characteristics Describe the

The ACD is a Service integrated with the OXO Connect

Alcatel-Lucent OXO Connect

Voice Mail Auto Attendant

Audiotext Personal Assistant

Incoming calls Incoming calls

Calls answered Calls answered

Without Call Center With Call Center

Improve the Use statistics Improve the

6 voice prompts for each ACD group

10000 routing rules (CLI/DDI) can be defined

One queue for each ACD group

Statistics storage capacity up to 14 months

Wired analog extension

Alcatel-Lucent IP & TDM sets

Conclusion any type of set from the subscriber list

Welcome : 5 basic agents, 8 groups

License requirements according to

Agent Agent Agent Supervisor & Agent

Automatic Call Distribution

ACD voice prompts

OXO Connect Call Center Engine

available are available agents are busy queue is full

Process when agents are available

Call to the agent

End of the call

Process when all agents are busy

Looking for an agent

Agent not available:

Call to the agent Queue

Process when the queue is full

Mail box YES Message placed in

Process when all standard ACD ports are busy

Use of dedicated ports

Mail box Message placed in the

Process when the ACD group is closed

ACD Welcome greeting Opening