Product : Alcatel OmniPCX Office Nb. of pages: 22 enterprise/ale...Product : Alcatel OmniTouchPCX...

Technical Communication N° 67 Ed 02 Date : 21/12/2004

Product : Alcatel OmniPCX Office Nb. of pages: 22

■ Urgent

❏ Non Urgent

❏ Temporary

■ Permanent

Object : ACD Trouble shooting guide in R3. x

1. INTRODUCTION................................................................................................................................ 3

2. LIST OF POINTS ON ALCATEL OMNITOUCH CALL CENTER OFFICE....................................... 3

2.1. ACD ports, agents , mail boxes, hunting groups management .................................................................... 3

2.2. ACD and call pick up function forbidden...................................................................................................... 4

2.3. Phone book modifications and phone adjunction ......................................................................................... 4

2.4. ACD and call forwarding function forbidden .............................................................................................. 4

2.5. Recall on Oxo Pcx and ACD configuration ................................................................................................... 4

2.6. Problem starting ACD..................................................................................................................................... 5

2.7. Problem on ACD port (line) and ACD not answering calls ......................................................................... 6

2.8. Automated attendant and transfer to ACD group........................................................................................ 8

2.9. Problem accessing ACD menus via PM5 ....................................................................................................... 8

2.10. Feature "Duration of agent's temporary removal after failure to answer" not working properly.......... 9

2.11. Size of ACD statistics....................................................................................................................................... 9

2.12. Automatic statistics printing is not operational for the moment ............................................................... 10

2.13. Music on hold during ACD transfer to the agent........................................................................................ 10

2.14. If there is no prompt for closing hours greeting.......................................................................................... 11

2.15. Supervisor Console application .................................................................................................................... 12

2.16. Possibility to use the automated attendant and the ACD in the same time according to the DDI and the CLI number.................................................................................................................................................... 12

2.17. Remote access for Supervisor or other ACD applications. ........................................................................ 13

2.18. .Problem when reading some ACD parameters in remote access. ............................................................ 15

2.19. ACD calls not forwarded to the mail box in closing, dissuasion or escape with "*". .............................. 15

Product : Alcatel OmniTouchPCX Office /22 Article N°67 Ed 02 1

2.20. How to verify if ACD starts correctly: ACD ports, licenses, performing system traces. ........................ 15

2.21. No waiting queue 1 and 2 on ACD call......................................................................................................... 18

2.22. How to customize ACD group voice mail boxes ?....................................................................................... 18

2.23. How to program a VIP feature on ACD ...................................................................................................... 18

2.24. ACD calls distribution with DDI calls distribution and call forwarding. ................................................. 19

2.25. Statistics and application 999........................................................................................................................ 20

3. RECALL ON INCOMING CALL MANAGEMENT........................................................................... 21

4. LIST OF AVAILABLE DOCUMENT ON ACD................................................................................. 22


1. INTRODUCTION

This document is a guide to help you solve or understand different points concerning Alcatel OmniTouch Call Center Office and it's applications: - Agent Assistant - Agent Configuration - Supervisor Console - Statistics Manager 2. LIST OF POINTS ON ALCATEL OMNITOUCH CALL CENTER OFFICE

2.1. ACD ports, agents , mail boxes, hunting groups management

It is strictly forbidden to change directory numbers of ACD ports, virtual terminals for ACD group mail boxes, hunting groups for ACD after running the ACD set-up (Wizard). This would result in ACD miss- functioning and ACD ports lock-up . If the manipulation has been done by mistake, the only way to get rid off problems, is to set-up "ACD ports" to 0 (see details in § 2.6), verify there are enough free directory numbers for ACD ports, virtual terminals for mail boxes and hunting groups; verify also if the numbering plans are correct with correct bases. Run the wizard again with 8 ACD ports and stop/ start ACD engine again , according to the complete procedure described in § 2.6. Note: - ACD ports and virtual terminals are created in growing order according to free physical terminals in subscriber list. - Before using ACD set-up (Wizard), make sure hunting group directories are available in "list of hunting groups" in PM5. Hunting group directory numbers may be available in the main numbering plan, but not assigned in hunting group list; in this case the ACD wizard may not find available hunting groups. To avoid this situation, assign enough hunting directory numbers in hunting group list.


2.2. ACD and call pick up function forbidden

Using "Call Pick-up" feature on ACD calls is forbidden. When using Call pick-up on an ACD call destinated to an agent (the agent extension is ringing), if you pick-up the call, ACD will not understand this manipulation; ACD has transferred the call to an agent extension supervised via CSTA, and it is an unknown extension which answers the call. The ACD is then not informed about the answer of the other extension; so the call may be lost, rerouted and the statistics will be wrong. If ACD agent profiles are used and loaded to agents, the feature "call pick-up" is automatically disabled in "feature design" of agent extension.

2.3. Phone book modifications and phone adjunction When a modification is done in the phone book, or when a new extension is created, the ACD phone book is not automatically updated; it is therefore necessary to perform an ACD start/restart command (or a system warm reset).

2.4. ACD and call forwarding function forbidden

Using "Call forwarding" feature for agent on ACD calls is forbidden. If an agent has enabled a call forwarding (all types of forwarding), ACD will not understand why it has transferred the call to an agent extension supervised via CSTA, and it is an unknown extension which answers the call. The ACD is then not informed about the answer of the other extension; so the call may be lost, rerouted and the statistics will be wrong. If ACD agent profiles are used and loaded to agents, the feature "call forwarding" is automatically disabled in "dynamic routing internal" of agent extension. Also internal dynamic routing is disabled. See also § 2.24

2.5. Recall on Oxo Pcx and ACD configuration

Customer configuration of Oxo is located on different parts of the system memory. For a system with ACD , we may consider 3 different configurations:

- Pbx or call server configuration and "ACD xml" file for ACD set-up - ACD configuration (ACD groups, agents, etc..) - ACD Voice prompt

If it is necessary to get a system back to factory default configuration, it is necessary to clear these 3 different memory zone:

- perform a cold reset, to clear the call server - perform a "reload the factory default configuration" in ACD services/general parameter/maintenance menu" to clear ACD configuration

- reload default ACD messages. The only way to completely erase all the prompts is to use Lola.


2.6. Problem starting ACD

In some rare cases the ACD does not start correctly (wrong manipulation, mistake using wizard, etc...); generally, the ACD does not answer the ACD calls In this case, it is recommended to use the following procedure:

Open R3.x PM5 connected to the Pbx and check: - if you have the correct ACD licenses - if you have enough free directory numbers remaining for the 8 ACD virtual ports in the

main numbering plan and if the base are corrects - if you have enough free directory number available in main numbering plan for hunting

group and if the base are corrects - if hunting group directory n umbers are available in "hunting group" list. - if the 8 virtual terminals for ACD ports are created (in subscriber list) - if the 8 ACD port are specified "media" (in subscriber list/details) - if the default ACD prompts are all ready loaded - if the ACD line parameters is correctly programmed - if the feature "group called with signaling mode" is not selected in "system

Miscellaneous/feature design/part2/" - Try also to open a supervisor session and check supervise the status of the lines (ACD

ports) when making an incoming call. - Try to set-up the traces as described in § 2.20 when restarting the system..

If all these checks did not help, use the following procedure: Before performing the "ACD-Set-up", make sure there are enough free directory numbers for ACD ports, ACD virtual mail boxes and ACD hunting groups.

- select "ACD/ACD set-up" menu in PM5 - set the "ACD ports" to "0" - press "OK", the system tell you is going to restart....

- press "yes" - then select one more time "ACD/ACD set-up" menu in PM5 - set the "ACD ports" to "8" - press "OK", the system tell you is going to restart.... - press "yes" - select "ACD/ACD Services/ACD General parameters/Maintenance


- select "Stop the ACD function" and press "OK" - the system asks you " do you really want to stop ACD function" - select "yes" (or "oui") - then restart the ACD function selecting "start the ACD function" the system asks you " do

you really want to start ACD function" - select "yes" (or "oui") - the system is now operational.

2.7. Problem on ACD port (line) and ACD not answering calls

Experienced in the field, it may happen to have ACD port (line) blocked in ACD system. The result will be "no answer on incoming ACD calls". For instance, if one ACD port is blocked, every 8 ACD incoming calls, there will be a failure in answering. To localize the faulty ACD port (or ports), use the supervisor application with it's "line" (voies) menu, and perform 8 ACD calls, watch the status of each line according the call and it's position in the ACD cyclical hunting group (see technical supervisor documentation). When the call is presented to an ACD port, the correct behavior for the call on line x ' (2 in our example) should be the same as described in the following picture (2 > ACD Group x). If there is an ACD call and no line signalized, the port is supposed blocked; knowing that he ACD hunting group is cyclical, it is easy , performing a series of call, to follow the progression of the call according the ACD port.


This problem is usually due to wrong manipulation or wrong programming; it is not recommended to modify ACD ports, agents , ACD hunting groups and ACD mail boxes directory numbers after having run the ACD set-up wizard. This may result in any ACD miss functioning. But if you have this type of problem, first perform an ACD stop and start (see details in § 2.6), if it is not enough, try to perform a system warm reset, if it is not enough, set-up the ACD port to 0, then back to 8, according the complete procedure described in § 2.6 * The ACD port may also be blocked in "busy" mode. In this case, it will not be selected anymore during ACD calls. It is a missing port. To solve this problem, perform an ACD start stop, if not enough ,a system warm reset., then set-up the ACD ports to 0 then back to 8.


2.8. Automated attendant and transfer to ACD group

When using the automated attendant to be transferred to an ACD group, when the transfer is in progress and there is no CLI matching (checked in ACD line parameters), the ACD does not answer.

This could happened if only CLI are present to reach a specific ACD group. Example : in line parameter we have the only line CLI 0388656666 with DDI 506..... The system does not find the CLI , because the automated attendant is calling.....

If the CLI is corresponding to the automated attendant (vmu ports) there is no problem..... Or if a line containing only called number without CLI is present…..

2.9. Problem accessing ACD menus via PM5

When installing PM5 R3.x , the system installs in the same time PM5 and ACD (IHM) applications. When installing a new version of PM5 it is usually not necessary to uninstall the previous ones present on the Pc. But, in some rare cases, if ACD menus are not available in PM5 menu in On line mode connection (ACD is not available in off Line),verify the following items:

- check if ACD licenses are corrects - check if hard disk is equipped and recognized by the system (check also it's size 20 Gb) - check if ACD software part has been downloaded

If everything is OK, it could be necessary to remove all files from the previous PM5 installations. To remove all files from previous application installation proceed as follow: uninstall all PM5 using Windows menus: start/settings/control panel/add and remove programs/.... then remove all " PM5" and "IHM" present on the Pc delete also the complete directory "PCXTools" available under C:\program files (see bellow)

After that, You may the reinstall the latest PM5.


2.10. Feature "Duration of agent's temporary removal after failure to answer" not working properly.

In fact it does work with the default timer 10 seconds but if you change it to eg. 60 seconds, the timer still works on 10 seconds. The Timer referred to is found in PM5 -> ACD services -> General Parameters -> General tab -> "Duration of agent's temporary removal after failure to answer"

. Corrected in software R300/19.01.01 with ACD 1.11.1 and PM5 R300/19.1... The timer is now correctly handled via PM5. No Problem in R310.

2.11. Size of ACD statistics The ACD statistics size is around 1Mbyte per day stored on the Oxo hard disk (20 Giga). They are saved for the last 14 months on the hard disk. They are always available. They are only cleared, after the 14th month, in FIFO management. When reading the statistics on a PC, the system creates a specific "trace" directory in "C:\temp\" and store there all the files according the statistics requested on this PC. The size of the files are different according to the statistics. 4 types of statistics are store on the PC: - acd-quali: 512Kb per day corresponding to group statistics - acd -stat: 272 Kb per day corresponding to agent statistics - appel (calls): 5 kb max per day corresponding to call statistics - voie (line): 100 kb per line corresponding to lines statistics These values are estimated, but we can say that, per one day, complete statistics, we need approximately 99 Kb , let's say 1Mb per day, on the PC. On the Oxo hard disk , it is not the same because data are compressed and not available in the same way ! Do not forget that statistics may run on local or remote Oxo connection and directly on ACD statistics files (see expert documentation).


2.12. Automatic statistics printing is not operational for the moment

When the time to print-out statistics is reached a specific message is display on the Pc "SCHEDULER", " IMPRESSION AUTOMATIQUE DES STATISTIQUES .14:00 (TIME ) 00001 (REFERENCE ) = G: TRUE , TRUE , FALSE , FALSE ,FALSE" It will be corrected week 10/2005

2.13. Music on hold during ACD transfer to the agent

During a transfer of an ACD incoming call to an agent, the external party receives the system music on hold before the agent answers. It is possible to change this behavior replacing the music on hold by a silence or "bip bip" tone (waiting tone). It this case, the whole system will be concerned. The behavior is the same when the ACD transfers the call to a mail box; in this case, make sure the "Off hook delay" timer in VMU general parameters is set-up to the minimum (1 seconds). The caller will then get the music only 1 seconds before the voice mail answers.


2.14. If there is no prompt for closing hours greeting

If there is no prompt for closing hours and the ACD group mail box is the destination , the external caller will get the system music on hold during 6 seconds, until the voice mail unit answer, then, only the voice mail prompt; he may hang up before !!! To prevent this type of disagreement, verify if all voice prompts are recorded (use the default prompt to make sure). Also, set-up the minimum timer ( 1 second) for "voice mail unit answer" in PM5/voice processing/general parameters.


2.15. Supervisor Console application It is possible to launch several time the supervisor application connected to several systems on the same PC. Yes, just launch several time the "Supervisor console" application and specify each time the server IP address.

2.16. Possibility to use the automated attendant and the ACD in the same time according to the DDI and the CLI number.

It is possible to use ACD and automated attendant functions in the same time using different DDI number and programming correctly the ACD line parameters table. The goal is to have known CLI for instance going to ACD groups and unknown CLI going to auto attendant. To realize that, program all known CLI with a specific DDI to ACD groups 1 to x in line parameters table, and, in a next line, leave an open line to the same DDI and ACD groups z, reserved to access automated attendant. The order entering the blank line (with CLI) is important and must be after all other entries.


The group z, must be closed and being forwarded to operator (9) in closing mode.

2.17. Remote access for Supervisor or other ACD applications. After making a remote connection via PM5, check IP parameters using "ipconfig/all" command on your Pc under a dos command.


Then, via PM5, look for the corresponding IP address in "hardware and limit/ IP address" menus. Consult the full the table; it is not necessarily in the beginning of the table.

Your PC IP addressIP address to use For the connection

The corresponding address is "10.168.92.100" Then launch the supervisor application, entering this address:

The supervisor is now remotely connected to the system via the PM5 link. Caution: make sure there still a minimum of one supervisor license on the site


2.18. .Problem when reading some ACD parameters in remote access.

In remote access, when reading some ACD parameters and specially the line parameters, sometimes the transmission is to slow and the PM5 generate an error. To solve the problem it is possible to modify a specific timer in PM5 "config.ini" file: The file "config.ini" by default is under : C:\Program Files\PCXTools\PM5\R300_11.1\acd\ Edit the file "config.ini" and change "Recv_timeout" from 10 to 60 seconds.....as described bellow: [NET] Server_name= Server_port=32000 Recv_timeout=10 --------> Replace with 60 Server_pftp=30021 [CONFIG] Tempo_load=0 Vse_Path=. Edivoice=. Path=C:\temp Path_logo=. Langue=2 Path_temp=c:\temp What_Addr=2 ColorMenu=0

2.19. ACD calls not forwarded to the mail box in closing, dissuasion or escape with "*".

The ACD voice mail box are reachable by direct access, but not via ACD function... For instance, if the ACD group is closed and is forwarded to it's mail box, the call never arrive to the mail box. In this case, check the "Dynamic routing" of ACD mail box virtual terminals , to make sure there is a dynamic routing , timer 0, to hunting group mail box

2.20. How to verify if ACD starts correctly: ACD ports, licenses, performing system traces.

First of all, enable traces facility on "Config" port using command "swap-serial" with "alcatel" password, then reset the system >>> use the following procedure: - With HyperTerminal, configure a connexion , VT110, 115000 bauds, 8N1 - Make a specific cable: RJ45 : 1-2-3-4-5-6-7-8

To | | | | | | | SUB9 points f : 7-4-3- --5-2-6-8

- connect the cable between the PC and the "config" port on the cpu - press "enter", then "login" is displayed - login: swap_serial


- pass: alcatel

- login & password must be written in lower cases. A warm reset is necessary to activate the traces. As it is a "Flip Flop" command, use the same login & password to stop traces. (when you write the password, no letter of the password are displayed at the screen). You will get a message like "Actual seri" Now switch OFF and switch ON the system with HYPER TERMINAL still connected to the system. The traces are enabled: to confirm it press "enter", and you have to see "iaccess_login". CAUTION: when the trace is activated, the PM5 is not operational on Config port Then check the system traces, when restarting, and look for the traces concerning ACD as follow: you must see ACD starting, list of ports, list of groups, list of mailboxes (if existing), list of licenses.....

----- ACD traces on Oxo starting------------ >>>>> Trace Meaning csta[-1] main.c 1157 200 sessions csta[-1] main.c 1292 Starting CstaServer.. .>>>>> CSTA server has been started [ACD_INI] Starting ACD engine >>>>> ACD engine is starting [ACD_INI] Add mercury_purge.sh to /etc/cron [ACD_INI] ACD engine started >>>>> ACD engine has been started [VPN_INI] No new software detected ACD Engine : Version 020.050 dir : /current/acd_mnt priorite = 17 Version : 1.0 Liste des ports : >>>>> List OF ACD ports Started Port : 145 They should be 8 Port : 146 Port : 147 Port : 148 Port : 149 Port : 150 Port : 151 Port : 152 Liste des services : >>>>> Application for changing agent status Name : en-service Application 12 Service : 1 groupement : 502 Name : retrait Application 12 Service : 2 groupement : 503 Name : travail-complementaire Application : 12 Service : 3 groupement : 504 Name : absence-momentanee Application : 12 Service: 4 groupement : 505 Liste des groupes : >>>>> List of ACD groups


Groupe : Groupe n°1 Liste des boites vocales : 153 >>>>> terminal for mail boxe Groupe : Groupe n°2 Liste des boites vocales : 154 >>>>>> They should be 8 if used Groupe : Groupe n°3 Liste des boites vocales : 155 Groupe : Groupe n°4 Liste des boites vocales : 156 Groupe : Groupe n°5 Liste des boites vocales : 157 Groupe : Groupe n°6 Liste des boites vocales : 158 Groupe : Groupe n°7 Liste des boites vocales : 159 Groupe : Groupe n°8 Liste des boites vocales : 160 Nombres de cles de licences : 5 >>>>> Licences vérifications nb_group = 8 nb_active_agents = 20 nb_active_dam = 3 nb_active_supervisor = 3 statistic = yes ACD Engine : Init OK >>>>> End of ACD initialisation ACD Engine CSTA Trying to connect... >>>>> End of CSTA initialisation [VPN_INI] VPN install completed successfully Using /current/apppac_mnt/lib/modules/2.4.17-rt3.1/misc/nls_iso8859-1.o [ALZ_MKD] Creating directories, links and syslog.fifo file... [ALZ_MKD] Creating links [ALZ_MKD] End of mkdir. [ALZ_INI] --- Init of WBM --- -.....etc......the rest of traces concerns Oxo starting..... •It is also possible to enable/disable the traces using WBM addressing “http://192.168.92.246:81/monitor” with login “installer” end password “pbxk1064” is also available


2.21. No waiting queue 1 and 2 on ACD call

No waiting queue 1 and 2 prompts on ACD call if no agent available on operator or extension transfer to ACD group in software R300/ 19.1. Description: If there are agents available everything is ok. If no agents are available, the caller get the welcome message and he should get “Queue message 1 & 2” but he can’t hear anything. The call still in the queue but no message is broadcasted. If any of the agents becomes available, then he will get the waiting tone when the agents is ringing. This is when the call is transferred internally from the operator or another extension to the ACD groups (if the call comes from an external caller the problem never happen). Corrected in R310/25.02 and ACD 1.15.1.

2.22. How to customize ACD group voice mail boxes ?

It is possible to personalize ACD group voice mail boxes without specific licenses. The mail boxes of virtual terminal may be customized using the "remote custo" mode. The password to access the mail box is the default one "1515". It is also possible to manage the mail box of a virtual terminal on a UA set, using the feature key "voice mail unit" with the virtual terminal in destination

2.23. How to program a VIP feature on ACD

Suppose we have one specific ACD group 1 named "order" with agents a, b, and c. with DDI xxxx and "group priority" = 2, in ACD configuration. If we create another ACD group 2 "VIP order" with the same agents a, b and c , with the same DDI xxxx, with "group priority" = 1. In "line parameters", create the list of your CLI' VIP and assign it to ACD group 2. Create another line with "DDI xxxx" assign to ACD group 1. In this case, all the regular callers dialing DDI xxxx, will reach ACD group 1, and the VIP callers dialing the same DDI number xxxx, will reach ACD group 2. VIP calls will then be distributed in priority before the regular calls. Using Agent Application will improve this type of feature. PS: always be careful of the order when programming CLI and DDI in line parameters table. In the following example, any caller dialing DDI 8656 will arrive on ACD group 1, but if caller with CLI 0620187313 is calling the same DDI 8656, he will arrive on ACD group 2.


2.24. ACD calls distribution with DDI calls distribution and call forwarding. It is possible to use simultaneously ACD calls distribution to agent having also there own DDI calls. In fact agents want answer ACD calls and their DDI calls. They want also to be able to forward their DDI calls , but not ACD calls. This feature is not fully operational by default, since , if the agent performs, for instance, an immediate call forwarding to another extension, this will result of an ACD miss functioning (the destination will ring but will not be able to answer ACD calls; OK for DDI) A specific programming is necessary to have this feature operating correctly. - modify each agent configuration the following way: in PM5/suscribers/basetations list/details (agent selected)/Dyn.rout/ disable "diversion apply" for local calls only.


With this configuration, only local calls will be forwarded. Same facility may be used for dynamic routing; it is also possible to create specific RSD (DDI key) and play with the dynamic routing of the key itself. Note: If ACD agent profiles are used and loaded to agents, the feature "call forwarding" is automatically disabled in "dynamic routing internal" of agent extension. Also internal dynamic routing is disable.

2.25. Statistics and application 999. What is the use of application 999 in "Calls statistics" function. This particular "999" application is used internally to manage ACD lost calls (see § 3) when no corresponding application has been found according to the "line parameter" table. In this case, verify if all prefixes (CLI and DDI) are correctly programmed in ACD "Line parameters" table.


3. RECALL ON INCOMING CALL MANAGEMENT The maximum number of calls that the ACD engine can manage at a time equals the number of ports (8 in R3.x). Other calls for the ACD are put in the OmniPCX Office queue of the ACD hunting group. In this case, the caller gets the ringing back tone (e.g. provided by the public network) until an ACD port goes in idle state. No incoming calls are lost (the limits is the trunk capacity of the system).

IMPORTANT: If the caller hangs up before the transfer to an ACD port, the call is seen as lost in the statistic. In the section "Calls Statistics", these lost calls can be visualized. "Line statistics" gives also information about saturation of the port Remark : It is not really a problem to have sometimes such "lost calls" (in case of peaks for example); but, if the number of "lost calls" becomes high, it means that the configuration of the queue size is not good and the dissuasion is not enough used or not adapted. The size of each ACD group queue can be configured as a percentage of the number of agent in the group (status "in service", "in clerical work" or "in pause"). Typically, for a small number of agents in a group, this number is around 1. For a large number of agents, 0,5 or less is used.



4. LIST OF AVAILABLE DOCUMENT ON ACD List of available document on ACD on the Business Partner Web site in English (and other languages)

• Expert documentation R3.1 3EH21065 BSAA • Users manual agent application: 3EH21055 BSAA + Help • Users manual supervisor application 3EH21056 BSAA + Help • Users manual Statistics application 3EH21057 BSAA + Help • Users manual Agent sets 3EH21058 BSAA + Help • Commercial and technical Dossier 3EH21061 BSAA • Sales tool 3BN690701647 DRASA • Demo Tool

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