ALC ETL
Alcatel OmniPCX Enterprise
Section - RSI RSI
Detailed description
- RSI with back-up CCD: If a bac k -up address to a CCD was configured, CCD proce ssing groups
must be created for agents to be able to log on. In this case, agents can receive calls either from
the Genesy s routing strategy (RSI calls), or from the CCD distribution matrix (back-up).
Note: RSI processing groups can also be used for agents not processing bac k-up.
OmniPCX Enterprise
OmniPCX Enterprise
CCD calls
With back-up CCD :
RSI calls
GT RSI
Without back-up CCD :
RSI
Genesys
solution
RSI calls
CCD PG
RSI
Genesys
solution
3. Features available to RSI agents and supervisors
The RSI provides CCD featu res on ag ent and supervisor sets . These features are configured at the RSI
objects level: routing p oints, processing groups, agents or supervisors.
3.1. RSI a gent and supervisor basic features
The RSI agent and s upervisor features are:
- Transaction cod e
- Automatic wrap-up
- Pause
- Consultation cal l/transfer/conference/pick-up
- Manual hold/retrieve (resume).
The following features (identical to those o f CCD agents or supervisors) apply to RSI agents or su per-
visors:
- Agent presentation guide: see the module CCD - Feature - Specific facilities. This service is
configured at RSI agent level.
- Automatic voice mail forwarding: see the module CCD - Feature - Specific facilities. This service is
configured at RSI agent level.
Ed.03 Ref.3EU19 919ENAA .15
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