Alcatel OmniPCX Enterprise User Manual

ALC ETL
Alcatel OmniPCX Enterprise
RSI Section - RSI
Detailed description
2.3. Calls distribution in the RSI
2.3.1. Rout ing calls to agent
2.3.
1.1. Principle
OmniPCX Enterprise
3
2
Route Request
Route Select Agent 1
4
1
RouteEnd
Genesys
solution
RSI
Agent 1
Back-up CCD
or others
The procedure for routing a cal l in t he RSI to an agent is:
-
1
: An av a ilable agent is searched (ROUTE_REQU EST )
-
2
: An available agent is selected (ROUTE_SELECT)
-
3
: The agent is rung
Note: If the agent does not answer when the Ringing overflow t imer elapses, the cal l is distributed
to the overflow address associated with the timer (back-up CCD, etc) unless it is a consultation call.
-
4
: An end of service notification (ROUTE_END) is sent.
Note: Processing can also be applied outside a routing block (Mandatory Treatments).
2.3.1.2. Additional information o n RSI consultation calls before supervised transfer
1. Before stage
2
, t he calling party is no longer in communication with the RSI b ut directly in
communication with the selected agent. When t h e agent set rings, the calling party can either:
• Tr ansfer the first caller to the rung agent
• Wait for t h e ca ll with the agent to be esta blished. The calling party can then:
Placeabrokercallwiththetwocallers
Initiate a conference
.10 Ref.3EU19919ENAA Ed.03

Alcatel OmniPCX Enterprise Specifications

General

System Type	IP PBX
VoIP Protocols	SIP, H.323
Voice Codecs	G.711, G.729
Networking	IP
Redundancy	Yes
Unified Communications	Yes
Integrated Applications	Voicemail, Conferencing
Network Interfaces	Ethernet
Humidity	10% non-condensing