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Framework 8.0 T-Server for Alcatel A4400/OXE PDF

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Framework 8.0 T-Server for Alcatel A4400/OXE Deployment Guide The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc. Copyright © 1997–2009 Genesys Telecommunications Laboratories, Inc. All rights reserved. About Genesys Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel-Lucent, is 100% focused on software for contact centers. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations, and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail, and Web channels ensure that customers are quickly connected to the best available resource—the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for more information. Each product has its own documentation for online viewing at the Genesys Technical Support website or on the Documentation Library DVD, which is available from Genesys upon request. For more information, contact your sales representative. Notice Although reasonable effort is made to ensure that the information in this document is complete and accurate at the time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors. Changes and/or corrections to the information contained in this document may be incorporated in future versions. Your Responsibility for Your System’s Security You are responsible for the security of your system. Product administration to prevent unauthorized use is your responsibility. Your system administrator should read all documents provided with this product to fully understand the features available that reduce your risk of incurring charges for unlicensed use of Genesys products. Trademarks Genesys, the Genesys logo, and T-Server are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other trademarks and trade names referred to in this document are the property of other companies. The Crystal monospace font is used by permission of Software Renovation Corporation, www.SoftwareRenovation.com. Technical Support from VARs If you have purchased support from a value-added reseller (VAR), please contact the VAR for technical support. Technical Support from Genesys If you have purchased support directly from Genesys, please contact Genesys Technical Support at the regional numbers provided on page17. For complete contact information and procedures, refer to the Genesys Technical Support Guide. Ordering and Licensing Information Complete information on ordering and licensing Genesys products can be found in the Genesys Licensing Guide. Released by Genesys Telecommunications Laboratories, Inc. www.genesyslab.com0 Document Version: 80fr_dep-ts_a4400_09-2009_v8.0.001.00 Table of Contents List of Procedures .................................................................................................................11 Preface ................................................................................................................. 15 About T-Server for Alcatel A4400/OXE...................................................15 Making Comments on This Document....................................................16 Contacting Genesys Technical Support...................................................17 Part 1 Common Functions and Procedures........................ 19 New for All T-Servers in 8.0.....................................................................19 Chapter 1 T-Server Fundamentals........................................................................ 21 Learning About T-Server.........................................................................22 Framework and Media Layer Architecture..........................................22 T-Server Requests and Events...........................................................24 Advanced Disconnect Detection Protocol...............................................27 Redundant T-Servers..............................................................................28 Multi-Site Support....................................................................................32 Agent Reservation...................................................................................32 Client Connections..................................................................................33 Next Steps...............................................................................................33 Chapter 2 T-Server General Deployment............................................................. 35 Prerequisites............................................................................................35 Software Requirements......................................................................36 Hardware and Network Environment Requirements..........................37 Licensing Requirements.....................................................................37 About Configuration Options...............................................................39 Deployment Sequence............................................................................40 Wizard Deployment of T-Server..............................................................40 Wizard Configuration of T-Server.......................................................41 Wizard Installation of T-Server............................................................41 T-Server—Deployment Guide 3 Table of Contents Manual Deployment of T-Server..............................................................43 Manual Configuration of Telephony Objects.......................................44 Manual Configuration of T-Server.......................................................46 Manual Installation of T-Server...........................................................48 Next Steps...............................................................................................50 Chapter 3 High-Availability Deployment.............................................................. 53 Warm Standby Redundancy Type...........................................................54 Hot Standby Redundancy Type...............................................................55 Prerequisites............................................................................................57 Requirements.....................................................................................57 Synchronization Between Redundant T-Servers................................57 Warm Standby Deployment.....................................................................58 General Order of Deployment.............................................................58 Manual Modification of T-Servers for Warm Standby.........................59 Warm Standby Installation of Redundant T-Servers...........................60 Hot Standby Deployment.........................................................................60 General Order of Deployment.............................................................60 Manual Modification of T-Servers for Hot Standby.............................61 Hot Standby Installation of Redundant T-Servers...............................64 Next Steps...............................................................................................64 Chapter 4 Multi-Site Support................................................................................. 65 Multi-Site Fundamentals..........................................................................66 ISCC Call Data Transfer Service.............................................................67 ISCC Call Flows..................................................................................68 ISCC Transaction Types.....................................................................74 T-Server Transaction Type Support....................................................82 Transfer Connect Service Feature......................................................86 ISCC/Call Overflow Feature....................................................................87 Number Translation Feature....................................................................91 Number Translation Rules..................................................................92 Network Attended Transfer/Conference Feature.....................................99 Event Propagation Feature....................................................................101 User Data Propagation.....................................................................102 Party Events Propagation.................................................................103 Switch Partitioning............................................................................104 Event Propagation Configuration......................................................105 ISCC Transaction Monitoring Feature...................................................108 Configuring Multi-Site Support...............................................................108 Applications......................................................................................109 Switches and Access Codes............................................................110 4 Framework 8.0 Table of Contents DNs...................................................................................................116 Configuration Examples....................................................................121 Next Steps.............................................................................................122 Chapter 5 Start and Stop T-Server Components.............................................. 123 Command-Line Parameters..................................................................123 Starting and Stopping with the Management Layer...............................125 Starting with Startup Files......................................................................126 Starting Manually...................................................................................127 HA Proxy...........................................................................................130 T-Server............................................................................................131 Verifying Successful Startup..................................................................133 Stopping Manually.................................................................................133 Starting and Stopping with Windows Services Manager.......................134 Next Steps.............................................................................................134 Part 2 Reference Information.............................................. 135 New in T-Server for Alcatel A4400/OXE................................................136 Chapter 6 Alcatel A4400 Switch-Specific Configuration.................................. 139 Known Limitations.................................................................................139 Changes in Reporting Behavior from 7.x to 8.0.....................................141 Switch Terminology................................................................................143 Support of Switch/CTI Environments.....................................................144 Setting DN Properties ...........................................................................145 Routing Without Using Switch-Routing Services..............................148 Configuring Switch Timers ....................................................................149 Configuring Extensions in the PBX........................................................150 Configuring CCD Agents.......................................................................150 Definitions.........................................................................................150 Agent Login.......................................................................................151 Preassigned and Supervisor Agents................................................151 CCD Agent/Supervisor–Related T-Server Features.........................154 Advanced Agent Features.....................................................................160 Agent Substitution.............................................................................161 Configuring CCD Objects......................................................................163 Network Call ID Matching......................................................................166 Chapter 7 Supported Functionality in T-Server for Alcatel A4400/OXE.......... 169 Business-Call Handling.........................................................................170 T-Server—Deployment Guide 5 Table of Contents T-Server Call Classification...............................................................170 Support for Emulated Agents................................................................172 Emulated Agent Login/Logout..........................................................172 Emulated Agent Ready/NotReady....................................................176 Emulated After-Call Work (ACW)......................................................176 HA Synchronization..........................................................................182 Emulated Wrap-Up Time for CCD Agents........................................182 Support for No-Answer Supervision......................................................184 Agent No-Answer Supervision..........................................................184 Extension No-Answer Supervision ...................................................185 Position No-Answer Supervision ......................................................185 Configuration Options for Device-Specific Overrides .......................186 Extension Attributes for Overrides for Individual Calls......................186 Support for Emulated Predictive Dialing................................................186 Limiting Distribution Time..................................................................187 Call Progress Detection....................................................................187 Unsolicited Calls on Predictive Dialing Devices................................187 Call Type Prediction...............................................................................188 Call Release Tracking............................................................................189 DN-Based Reporting.........................................................................189 Call-Based Reporting........................................................................189 Configuration Option.........................................................................190 Failed Route Notification.......................................................................190 Configuration Options.......................................................................190 HA Considerations............................................................................191 Link Bandwidth Monitoring....................................................................191 High and Low Watermarks................................................................192 HA Considerations............................................................................193 Request Handling Enhancements.........................................................193 Keep-Alive Feature................................................................................194 Examples..........................................................................................196 Smart OtherDN Handling.......................................................................200 Configuration Option and Extension.................................................200 Supported Requests.........................................................................201 Hot-Standby HA Synchronization..........................................................202 Support for Boss/Secretary Functionality..............................................204 Support for A4400/OXE Spatial Redundancy........................................205 Support for Outbound Caller ID.............................................................205 T-Library Functionality...........................................................................206 Supported Functionality....................................................................207 CTI-Supported Functionality for SIP Extensions ..............................217 Support for Agent Work Modes.............................................................220 Private Services and Events..................................................................221 6 Framework 8.0 Table of Contents Use of the Extensions Attribute.............................................................225 Extension Filtering.................................................................................244 User Data Keys.....................................................................................245 Reasons Keys.......................................................................................247 Inter Server Call Control Feature...........................................................247 ISCC Routing Strategies...................................................................247 ISCC/Call Overflow ..........................................................................250 Error Messages.....................................................................................251 Chapter 8 Common Configuration Options....................................................... 259 Setting Configuration Options................................................................260 Mandatory Options................................................................................260 Log Section............................................................................................260 Log Output Options...........................................................................266 Examples..........................................................................................271 Debug Log Options...........................................................................272 Log-Extended Section...........................................................................274 Log-Filter Section..................................................................................276 Log-Filter-Data Section..........................................................................277 SML Section..........................................................................................277 Common Section...................................................................................277 Changes from 7.6 to 8.0........................................................................278 Chapter 9 T-Server Common Configuration Options....................................... 279 Setting Configuration Options................................................................279 Mandatory Options................................................................................280 T-Server Section....................................................................................280 License Section.....................................................................................285 Agent-Reservation Section....................................................................288 Multi-Site Support Section.....................................................................289 ISCC Transaction Options................................................................291 Transfer Connect Service Options....................................................295 ISCC/COF Options...........................................................................296 Event Propagation Options...............................................................298 Number Translation Option...............................................................299 Translation Rules Section......................................................................299 Backup-Synchronization Section...........................................................300 Call-Cleanup Section.............................................................................301 Security Section.....................................................................................303 Timeout Value Format...........................................................................303 Changes from Release 7.6 to 8.0..........................................................304 T-Server—Deployment Guide 7 Table of Contents Chapter 10 Configuration Options in T-Server for Alcatel A4400........................................................... 307 Mandatory Options................................................................................307 T-Server Section....................................................................................308 Switch-Specific Type Section................................................................340 Annex Tab Options................................................................................340 Link-tcp Section.....................................................................................343 Link-Control Section..............................................................................343 Lang-Map Section.................................................................................348 Ext-Filter Section...................................................................................349 Changes from 7.6 to 8.0........................................................................351 Chapter 11 High Availability (HA)......................................................................... 357 Genesys HA Configuration....................................................................357 Hot Standby Mode............................................................................357 Warm Standby Mode........................................................................358 HA and PBX Licensing Issues...............................................................359 Configuration....................................................................................359 Chapter 12 Routing Using Emulated Routing Points......................................... 361 Configuring Hunting Groups/Virtual Devices (PBX) ..............................361 Configuring Hunting Groups/Virtual Devices (Configuration Layer)......363 Configuration Options for Routing.........................................................363 Routing Failure Scenarios................................................................363 Routing to External Destinations......................................................364 Routing Consultation Calls...............................................................365 Supervised Routing to CCD Pilots....................................................366 Integrating Routing Points in the CCD...................................................367 Introduction.......................................................................................367 Call Process......................................................................................367 Chapter 13 Using Alcatel A4400 Routing Services Interface............................. 369 RSI Description......................................................................................369 RSI and CSTA Interfaces..................................................................370 Configuring RSI in the Alcatel A4400....................................................370 RSI Agent Functionality.........................................................................371 Call Routing...........................................................................................372 Treatment Support............................................................................372 Treatments.............................................................................................376 Collect Digits Treatment....................................................................376 8 Framework 8.0 Table of Contents Play Announcement Treatment........................................................378 Play Announcement and Collect Digits Treatment...........................383 Music Treatment...............................................................................383 Busy Treatment.................................................................................384 Ringback Treatment..........................................................................384 Silence Treatment.............................................................................384 Cancel Call Treatment......................................................................384 IVR Treatment...................................................................................385 RSI Reroute Behavior............................................................................386 Configuration Options.......................................................................386 RSI Reroute Authorization................................................................386 Voice Guides in the Alcatel A4400 PBX................................................387 Checking Voice Guides.....................................................................388 Private Data in Route Requests on RSI................................................389 Chapter 14 Predictive Dialing............................................................................... 391 Introducing Predictive Dialing................................................................391 Voice Activity Detection.........................................................................392 Configuring Predictive Dialing in Configuration Layer ......................395 Configuration Options.......................................................................395 Limiting Call-Distribution Time..........................................................396 Configuring OCS to Use Predictive Dialing ......................................396 CCO Agent Reservation Feature...........................................................397 Set Reservation................................................................................397 Reset Reservation............................................................................397 CCO Call Tag....................................................................................397 Make CCO Call.................................................................................398 Chapter 15 Alcatel A4400 Call Flows................................................................... 399 Call Queued with Automatic Camp-On..................................................399 Call Queued with Automatic Camp-On.............................................399 Call Parking/Unparking..........................................................................403 Description........................................................................................403 Chapter 16 Connecting GVP:EE 6.5.5 to Alcatel A4400/OXE............................. 407 PBX Configuration.................................................................................407 Device Configuration........................................................................408 Dialogic Configuration for DMV Cards...................................................409 The FCD File....................................................................................409 The CDP File....................................................................................410 The PDK.CFG File............................................................................410 T-Server—Deployment Guide 9 Table of Contents Dialogic Configuration Manager .......................................................411 Troubleshooting................................................................................411 Dialogic Configuration for JCT-E1 Cards...............................................415 Upgrade to Global Call Protocols Package 4.1 ................................415 Install PTR 27176.............................................................................415 Dialogic Configuration Manager Settings .........................................415 Adapt the Protocol File to Work with A4400.....................................417 Defining the Protocol File To Be Used In GVP.................................418 Chapter 17 Troubleshooting................................................................................. 419 Troubleshooting Procedures..................................................................419 CSTA Licenses.................................................................................419 CPU Usage.......................................................................................420 CSTA Protocol Errors........................................................................421 Network Issues.................................................................................422 Timer Issues.....................................................................................422 Supplements Related Documentation Resources...................................................423 Document Conventions......................................................................425 Index ............................................................................................................... 427 10 Framework 8.0

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customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for
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