Genesys A4400 OXE T-Server Deployment Guide
Reklam
Reklam
Framework 7.6
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 call 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
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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.
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Inc. All other trademarks and trade names referred to in this document are the property of other companies. The
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.
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Prior to contacting technical support, please refer to the
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Document Version: 76fr_dep-ts_a4400_06-2009_v7.6.002.00
Preface
Part 1
Chapter 1
Chapter 2
Table of Contents
Reading Prerequisites ........................................................................ 16
Document Conventions ........................................................................... 19
Making Comments on This Document .................................................... 21
Part One: Common Functions and Procedures ....... 23
New for All T-Servers in 7.6..................................................................... 24
T-Server Fundamentals........................................................................ 25
Learning About T-Server ......................................................................... 26
Framework and Media Layer Architecture.......................................... 26
T-Server Requests and Events ........................................................... 28
Advanced Disconnect Detection Protocol ............................................... 32
T-Server General Deployment ............................................................. 39
Software Requirements ...................................................................... 40
Hardware and Network Environment Requirements .......................... 41
Licensing Requirements ..................................................................... 41
About Configuration Options............................................................... 43
Deployment Sequence ............................................................................ 44
Wizard Deployment of T-Server .............................................................. 45
Wizard Configuration of T-Server ....................................................... 45
T-Server—Deployment Guide 3
Table of Contents
Chapter 3
Chapter 4
Wizard Installation of T-Server............................................................ 46
Manual Deployment of T-Server.............................................................. 47
Manual Configuration of Telephony Objects ....................................... 48
Manual Configuration of T-Server....................................................... 50
Manual Installation of T-Server ........................................................... 52
High-Availability Deployment.............................................................. 55
Warm Standby Redundancy Type ........................................................... 56
Hot Standby Redundancy Type ............................................................... 57
Synchronization Between Redundant T-Servers ................................ 59
Warm Standby Deployment ..................................................................... 60
General Order of Deployment............................................................. 60
Manual Modification of T-Servers for Warm Standby.......................... 61
Warm Standby Installation of Redundant T-Servers ........................... 62
Hot Standby Deployment......................................................................... 62
General Order of Deployment............................................................. 62
Manual Modification of T-Servers for Hot Standby.............................. 63
Hot Standby Installation of Redundant T-Servers ............................... 66
ISCC Call Data Transfer Service ............................................................. 69
ISCC Transaction Types ..................................................................... 74
T-Server Transaction Type Support .................................................... 82
Transfer Connect Service Feature...................................................... 86
Number Translation Feature.................................................................... 91
Number Translation Rules .................................................................. 92
Network Attended Transfer/Conference Feature..................................... 99
Event Propagation Feature.................................................................... 101
User Data Propagation ..................................................................... 101
Party Events Propagation ................................................................. 103
Basic and Advanced Configuration................................................... 103
ISCC Transaction Monitoring Feature ................................................... 106
Configuring Multi-Site Support............................................................... 107
Switches and Access Codes ............................................................ 108
4 Framework 7.6
Table of Contents
Chapter 5
Part 2
Chapter 6
Chapter 7
Configuration Examples.................................................................... 118
Start and Stop T-Server Components .............................................. 121
Command-Line Parameters .................................................................. 121
Starting and Stopping with the Management Layer ............................... 123
Verifying Successful Startup .................................................................. 130
Starting and Stopping with Windows Services Manager ....................... 132
Part Two: Reference Information............................. 133
New in T-Server for Alcatel A4400/OXE................................................ 134
Alcatel A4400 Switch-Specific Configuration .................................. 135
Support of Switch/CTI Environments..................................................... 138
Routing Without Using Switch-Routing Services .............................. 142
Configuring Switch Timers .................................................................... 143
Configuring Extensions in the PBX........................................................ 144
Configuring CCD Agents ....................................................................... 145
Preassigned and Supervisor Agents................................................. 146
CCD Agent/Supervisor–Related T-Server Features ......................... 148
Advanced Agent Features ..................................................................... 154
Agent Substitution............................................................................. 155
Configuring CCD Objects ...................................................................... 157
Supported Functionality in T-Server for Alcatel A4400/OXE.......... 161
Support for No-Answer Supervision ...................................................... 162
Agent No-Answer Supervision .......................................................... 162
Extension No-Answer Supervision ................................................... 162
Position No-Answer Supervision ...................................................... 163
T-Server—Deployment Guide 5
Table of Contents
Chapter 8
Configuration Options for Device-Specific Overrides........................ 163
Extension Attributes for Overrides for Individual Calls...................... 163
Support for Emulated Agents ................................................................ 164
T-Server Call Categories .................................................................. 166
Emulated Wrap-Up Time for CCD Agents ........................................ 167
Smart OtherDN Handling....................................................................... 169
Configuration Option and Extension ................................................. 169
Supported Requests ......................................................................... 170
Hot-Standby HA Synchronization .......................................................... 171
Support for Boss/Secretary Functionality .............................................. 173
Support for A4400/OXE Spatial Redundancy........................................ 174
Support for Outbound Caller ID ............................................................. 174
Supported Functionality .................................................................... 176
CTI-Supported Functionality for SIP Extensions .............................. 186
Support for Agent Work Modes ............................................................. 189
Private Services and Events.................................................................. 189
Use of the Extensions Attribute ............................................................. 193
Inter Server Call Control Feature........................................................... 213
ISCC Routing Strategies ................................................................... 213
ISCC/Call Overflow .......................................................................... 215
Common Configuration Options ....................................................... 225
Setting Configuration Options................................................................ 225
Log Output Options........................................................................... 232
Debug Log Options ........................................................................... 237
Log-Extended Section ........................................................................... 240
Changes from 7.5 to 7.6 ........................................................................ 244
6 Framework 7.6
Table of Contents
Chapter 9
Chapter 10
Chapter 11
Chapter 12
T-Server Common Configuration Options ....................................... 247
Setting Configuration Options................................................................ 247
Agent-Reservation Section.................................................................... 255
Multi-Site Support Section ..................................................................... 256
ISCC Transaction Options ................................................................ 258
Transfer Connect Service Options.................................................... 262
ISCC/COF Options ........................................................................... 263
Event Propagation Option................................................................. 265
Number Translation Option............................................................... 265
Translation Rules Section...................................................................... 265
Backup-Synchronization Section........................................................... 266
Timeout Value Format ........................................................................... 269
Option Changes from Release 7.5 to 7.6 .............................................. 270
Configuration Options in T-Server for Alcatel A4400 ..................... 271
Annex Tab Options ........................................................................... 296
Changes from 7.5 to 7.6 ........................................................................ 303
High Availability (HA) ......................................................................... 305
Genesys HA Configuration .................................................................... 305
Hot Standby Mode ............................................................................ 305
Warm Standby Mode ........................................................................ 306
HA and PBX Licensing Issues............................................................... 307
Routing Using Emulated Routing Points ......................................... 309
Configuring Hunting Groups/Virtual Devices (PBX)............................... 309
Configuring Hunting Groups/Virtual Devices (Configuration Layer) ...... 311
Configuration Options for Routing ......................................................... 311
T-Server—Deployment Guide 7
Table of Contents
Chapter 13
Chapter 14
Routing Failure Scenarios ................................................................ 311
Routing to External Destinations ...................................................... 312
Routing Consultation Calls................................................................ 313
Supervised Routing to CCD Pilots .................................................... 314
Integrating Routing Points in the CCD................................................... 315
Using Alcatel A4400 Routing Services Interface............................. 317
RSI and CSTA Interfaces.................................................................. 318
Configuring RSI in the Alcatel A4400 .................................................... 318
Treatment Support ............................................................................ 320
Collect Digits Treatment.................................................................... 324
Play Announcement Treatment ........................................................ 326
Play Announcement and Collect Digits Treatment ........................... 331
Music Treatment ............................................................................... 331
Busy Treatment................................................................................. 332
Ringback Treatment.......................................................................... 332
Silence Treatment............................................................................. 332
Cancel Call Treatment ...................................................................... 332
IVR Treatment................................................................................... 333
RSI Reroute Behavior............................................................................ 334
Configuration Options ....................................................................... 334
RSI Reroute Authorization ................................................................ 334
Voice Guides in the Alcatel A4400 PBX ................................................ 335
Checking Voice Guides..................................................................... 336
Introducing Predictive Dialing ................................................................ 339
Configuring Predictive Dialing in Configuration Layer ...................... 343
Configuration Options ....................................................................... 343
Limiting Call-Distribution Time .......................................................... 344
Configuring OCS to Use Predictive Dialing ...................................... 344
CCO Agent Reservation Feature........................................................... 345
Set Reservation ................................................................................ 345
Reset Reservation ............................................................................ 345
8 Framework 7.6
Table of Contents
Chapter 15
Chapter 16
Chapter 17
Index
Make CCO Call ................................................................................. 346
Alcatel A4400 Call Flows ................................................................... 347
Call Queued with Automatic Camp-On.................................................. 347
Call Queued with Automatic Camp-On ............................................. 347
Connecting GVP:EE 6.5.5 to Alcatel A4400/OXE............................. 355
Device Configuration ........................................................................ 356
Dialogic Configuration for DMV Cards................................................... 357
The PDK.CFG File ............................................................................ 358
Dialogic Configuration Manager ....................................................... 359
Troubleshooting ................................................................................ 359
Dialogic Configuration for JCT-E1 Cards............................................... 362
Upgrade to Global Call Protocols Package 4.1 ................................ 362
Install PTR 27176 ............................................................................. 363
Dialogic Configuration Manager Settings ......................................... 363
Adapt the Protocol File to Work with A4400 ..................................... 365
Defining the Protocol File To Be Used In GVP ................................. 365
Troubleshooting Procedures.................................................................. 367
CSTA Licenses ................................................................................. 367
CSTA Protocol Errors........................................................................ 369
Network Issues ................................................................................. 370
T-Server—Deployment Guide 9
Table of Contents
10 Framework 7.6
T-Server—Deployment Guide
List of Procedures
Installing T-Server on UNIX using Wizard . . . . . . . . . . . . . . . . . . . . . . . 46
Installing T-Server on Windows using Wizard . . . . . . . . . . . . . . . . . . . . 47
Configuring T-Server manually. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Configuring multiple ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Installing T-Server on UNIX manually . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Installing T-Server on Windows manually . . . . . . . . . . . . . . . . . . . . . . . 53
Verifying the manual installation of T-Server . . . . . . . . . . . . . . . . . . . . . 54
Modifying the primary T-Server configuration for warm standby . . . . . . 61
Modifying the backup T-Server configuration for warm standby . . . . . . 62
Modifying the primary T-Server configuration for hot standby . . . . . . . . 63
Modifying the backup T-Server configuration for hot standby . . . . . . . . 65
Activating Transfer Connect Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Configuring Number Translation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Activating Event Propagation: basic configuration . . . . . . . . . . . . . . . . 104
Modifying Event Propagation: advanced configuration . . . . . . . . . . . . 105
Configuring T-Server Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Configuring Default Access Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Configuring Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Configuring access resources for the route transaction type . . . . . . . . 114
Configuring access resources for the dnis-pool transaction type . . . . . 115
Configuring access resources for direct-* transaction types . . . . . . . . 116
Configuring access resources for ISCC/COF. . . . . . . . . . . . . . . . . . . . 116
Configuring access resources for non-unique ANI . . . . . . . . . . . . . . . . 117
Modifying DNs for isolated switch partitioning . . . . . . . . . . . . . . . . . . . 117
Configuring T-Server to start with the Management Layer. . . . . . . . . . 123
Starting T-Server on UNIX with a startup file . . . . . . . . . . . . . . . . . . . . 124
Starting T-Server on Windows with a startup file . . . . . . . . . . . . . . . . . 125
Starting HA Proxy on UNIX manually . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Starting HA Proxy on Windows manually . . . . . . . . . . . . . . . . . . . . . . . 129
Starting T-Server on UNIX manually . . . . . . . . . . . . . . . . . . . . . . . . . . 130
11
List of Procedures
12
Starting T-Server on Windows manually . . . . . . . . . . . . . . . . . . . . . . . 130
Stopping T-Server on UNIX manually . . . . . . . . . . . . . . . . . . . . . . . . . 131
Stopping T-Server on Windows manually . . . . . . . . . . . . . . . . . . . . . . 131
Setting A4400 timers to support link functions . . . . . . . . . . . . . . . . . . . 143
Configuring an extension in the PBX for agent login . . . . . . . . . . . . . . 144
Configuring CCD agent devices in the PBX . . . . . . . . . . . . . . . . . . . . . 148
Configuring Headset mode for agent handsets . . . . . . . . . . . . . . . . . . 148
Overriding Headset mode in extensions. . . . . . . . . . . . . . . . . . . . . . . . 149
Configuring supervisor call behavior in T-Server . . . . . . . . . . . . . . . . . 149
Overriding supervisor call settings in extensions . . . . . . . . . . . . . . . . . 150
Configuring/canceling a supervisor help request . . . . . . . . . . . . . . . . . 150
Configuring supervisor listening/step-in . . . . . . . . . . . . . . . . . . . . . . . . 151
Overriding supervisor listening/step-in settings in extensions . . . . . . . 152
Configuring unavailable/withdrawal types in processing groups . . . . . 153
Overriding unavailable/withdrawal types using extensions . . . . . . . . . 154
Configuring smart monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Configuring CCD Pilots in the Configuration Layer . . . . . . . . . . . . . . . 157
Configuring CCD Pilots in the PBX. . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Configuring CCD Queues in Configuration Layer. . . . . . . . . . . . . . . . . 158
Configuring CCD/RSI processing groups in Configuration Layer. . . . . 159
Configuring CCD processing groups in the PBX . . . . . . . . . . . . . . . . . 160
Configuring manual wrap-up time for CCD agents in the PBX . . . . . . . 168
Configuring wrap-up time for CCD agents in Configuration Layer . . . . 168
Configuring a Hunting Group in the Alcatel A4400. . . . . . . . . . . . . . . . 310
Configuring Hunting Group virtual Z members in the Alcatel A4400 . . 310
Configure the Hunting Group and virtual Z devices in Configuration Layer
Configuring a Routing Point as part of PBX CCD. . . . . . . . . . . . . . . . . 316
Creating a new RSI in the PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 318
Configuring RSI in Configuration Layer . . . . . . . . . . . . . . . . . . . . . . . . 319
Configuring a GPA Board in the Alcatel A4400 PBX . . . . . . . . . . . . . . 335
Configuring a VG listening prefix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
Checking GPA Voice Guide status. . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
Framework 7.6
List of Procedures
Activating VAD in the Alcatel A4400. . . . . . . . . . . . . . . . . . . . . . . . . . . 340
Configuring virtual Z dialing devices in the PBX. . . . . . . . . . . . . . . . . . 341
Configuring virtual Z dialing devices in the PBX without VAD . . . . . . . 342
Configuring VAD-Related Timers in the Alcatel A4400 . . . . . . . . . . . . 342
Configuring devices for predictive dialing in Configuration Layer. . . . . 343
Configuring the CCD to limit call distribution time . . . . . . . . . . . . . . . . 344
Configuring URS to limit call distribution time. . . . . . . . . . . . . . . . . . . . 344
Configuring OCS to use predictive dialing . . . . . . . . . . . . . . . . . . . . . . 344
Checking the Number of CSTA Licenses Available . . . . . . . . . . . . . . . 367
Checking the Number of CSTA Licenses Used . . . . . . . . . . . . . . . . . . 368
Analyzing 100 Percent CPU Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . 368
Monitoring CPU Load . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368
Identifying CSTA protocol errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
Identifying whether CTI link is isolated . . . . . . . . . . . . . . . . . . . . . . . . . 370
T-Server—Deployment Guide 13
List of Procedures
14 Framework 7.6
Preface
Welcome to the Framework 7.6 T-Server for Alcatel A4400/OXE Deployment
Guide. This document introduces you to the concepts, terminology, and procedures relevant to T-Servers
®
in general and provides detailed reference information about T-Server for Alcatel A4400/OXE.The reference information includes, but is not limited to, configuration options, limitations, and switch-specific functionality. You must configure the configuration objects and options described in this document in the Framework Configuration Layer.
Use this document only after you have read through the Framework 7.6
Deployment Guide, and the Release Note for your T-Server.
This document is valid only for the 7.6 release of this product.
Note:
For releases of this document created for other releases of this product, please visit the Genesys Technical Support website, or request the
Documentation Library DVD, which you can order by e-mail from
Genesys Order Management at [email protected]
.
This preface provides an overview of this document, identifies the primary audience, introduces document conventions, and lists related reference information:
Making Comments on This Document, page 21
T-Server is the Genesys software component that provides an interface between your telephony hardware and the rest of the Genesys software components in your enterprise. It translates and keeps track of events and requests that come from, and are sent to, the CTI (computer-telephony integration) link in the telephony device. T-Server is a TCP/IP-based server that can also act as a messaging interface between T-Server clients. It is the critical point in allowing your Genesys solution to facilitate and track the contacts that flow through your enterprise.
T-Server—Deployment Guide 15
Preface Intended Audience
Note that the T-Server name has changed over the course of previous releases for various reasons (including, but not limited to, changes in vendor name or in
Genesys policy). The former names include:
•
T-Server for Alcatel A4400
Intended Audience
This guide is intended primarily for system administrators, both those who are new to T-Server and those who are familiar with it.
•
If you are new to T-Server, read the Framework 7.6 Deployment Guide and the Release Note mentioned earlier, and then read all of the sections of this document that apply to your software and its accompanying components.
Refer back to the Framework 7.6 Deployment Guide as needed.
•
If you are an experienced T-Server user—someone with computer expertise, who is used to installing, configuring, testing, or maintaining
Genesys software—you may find it more time efficient to go to the Index to see what is new or different in T-Server release 7.6. If you take that approach, please also read Release Notes and refer to other related resources, such as the Genesys 7 Events and Models Reference Manual and
Voice Platform SDK 7.6 .NET (or Java) API Reference for complete information on the T-Server events, call models, and requests.
In general, this document assumes that you have a basic understanding of, and familiarity with:
•
Computer-telephony integration concepts, processes, terminology, and applications.
•
Network design and operation.
•
Your own network configurations.
•
Your telephony hardware and software.
•
Genesys Framework architecture and functions.
•
Configuration Manager interface and object-managing operations.
Based on your specific contact center environment and your responsibilities in it, you may need to be familiar with a much wider range of issues as you deploy T-Server.
Reading Prerequisites
You must read the Framework 7.6 Deployment Guide before using this
T-Server Deployment Guide. The Framework 7.6 Deployment Guide contains information about the Genesys software you must deploy before deploying
T-Server.
16 Framework 7.6
Preface Chapter Summaries
Chapter Summaries
This T-Server Deployment Guide encompasses all information—including conceptual, procedural, and reference information—about Genesys T-Servers in general, and T-Server for Alcatel A4400/OXE in particular. Depending on the subject addressed in a particular section, the document style may move from narration, to instructions, to technical reference. To distinguish between general T-Server sections and those chapters intended for your particular
T-Server, this document is divided into two main parts.
Part One—Common Functions and Procedures
Part One of this T-Server document, “Common Functions and Procedures,” consists of Chapters 1 through 5. These chapters contain architectural, functional, and procedural information common to all T-Servers:
•
Chapter 1, “T-Server Fundamentals,” on page 25
, describes T-Server, its place in the Framework 7 architecture, T-Server redundancy, and multi-site issues. It does not, however, provide configuration and installation information.
•
Chapter 2, “T-Server General Deployment,” on page 39 , presents
configuration and installation procedures for all T-Servers. It follows the same general format you became familiar with during the configuration and installation of other Framework components, such as the Management
Layer.
•
Chapter 3, “High-Availability Deployment,” on page 55
, describes how to set up a high-availability environment for your T-Server.
•
Chapter 4, “Multi-Site Support,” on page 67
, describes the variations available for T-Server implementations across geographical locations.
•
Chapter 5, “Start and Stop T-Server Components,” on page 121 , describes
how, and in what order, to start up T-Server among other Framework components. It also provides possible stopping commands.
Although you certainly would refer to these chapters if you have never before configured or installed T-Server, you might also use them, even if you are already familiar with T-Server, to discover any changes to functionality, configuration, and installation since you last deployed this component.
Genesys recommends that you use wizards to deploy T-Server. If you do, first
read Chapter 1 to familiarize yourself with T-Server, and then proceed with the
deployment process using Framework wizards.
Part Two—Reference Information
Part Two of this T-Server document, “Reference Information,” consists of
Chapters 6 through 15. These chapters contain reference information specific
T-Server—Deployment Guide 17
Preface Chapter Summaries to T-Server for Alcatel A4400/OXE. However, they also contain information on all T-Server options, both those specific to your T-Server and those common to all T-Servers.
•
Chapter 6, “Alcatel A4400 Switch-Specific Configuration,” on page 135
describes compatibility and configuration information specific to this
T-Server, including how to set the DN properties, and recommendations for the switch configuration.
•
Chapter 7, “Supported Functionality in T-Server for Alcatel A4400/OXE,” on page 161
, describes which features this T-Server supports, including
T-Library functionality, use of the Extensions attribute, and error messages.
•
Chapter 8, “Common Configuration Options,” on page 225
, describes log configuration options that are common to all Genesys server applications.
•
Chapter 9, “T-Server Common Configuration Options,” on page 247
, describes configuration options that are common to all T-Server types including options for multi-site configuration.
•
including the link-related options—those that address the interface between T-Server and the switch.
•
Chapter 11, “High Availability (HA),” on page 305 , provides
switch-specific information about high availability.
•
Chapter 12, “Routing Using Emulated Routing Points,” on page 309
, describes how to configure routing using emulated Routing Points.
•
•
Chapter 14, “Predictive Dialing,” on page 339 , describes how to configure
and use predictive dialing.#
•
Chapter 15, “Alcatel A4400 Call Flows,” on page 347
gives additional detail of T-Server-specific calls flows where they are not covered in
Genesys call model documentation.
•
•
Chapter 17, “Troubleshooting,” on page 367
, describes how to resolve some of the problems you may experience with this T-Server.
18 Framework 7.6
Preface Document Conventions
Document Conventions
This document uses certain stylistic and typographical conventions— introduced here—that serve as shorthands for particular kinds of information.
Document Version Number
A version number appears at the bottom of the inside front cover of this document. Version numbers change as new information is added to this document. Here is a sample version number:
76fr_ref_02-2008_v7.6.000.00
You will need this number when you are talking with Genesys Technical
Support about this product.
Type Styles
Examples:
Italic
In this document, italic is used for emphasis, for documents’ titles, for definitions of (or first references to) unfamiliar terms, and for mathematical variables.
•
Please consult the Genesys Migration Guide for more information.
•
A customary and usual practice is one that is widely accepted and used within a particular industry or profession.
•
Do not use this value for this option.
•
The formula, x +1 = 7 where x stands for . . .
Examples:
Monospace Font
A monospace font, which looks like teletype or typewriter text
, is used for all programming identifiers and GUI elements.
This convention includes the names of directories, files, folders, configuration objects, paths, scripts, dialog boxes, options, fields, text and list boxes, operational modes, all buttons (including radio buttons), check boxes, commands, tabs, CTI events, and error messages; the values of options; logical arguments and command syntax; and code samples.
•
Select the Show variables on screen check box.
•
Click the
Summation
button.
•
In the
Properties
dialog box, enter the value for the host server in your environment.
•
In the Operand text box, enter your formula.
•
Click
OK
to exit the
Properties
dialog box.
T-Server—Deployment Guide 19
Preface Related Resources
Example:
•
The following table presents the complete set of error messages T-Server distributes in EventError events.
•
If you select true
for the inbound-bsns-calls
option,
all established inbound calls on a local agent are considered business calls
.
Monospace is also used for any text that users must manually enter during a configuration or installation procedure, or on a command line:
•
Enter exit
on the command line.
Screen Captures Used in This Document
Screen captures from the product GUI (graphical user interface), as used in this document, may sometimes contain a minor spelling, capitalization, or grammatical error. The text accompanying and explaining the screen captures corrects such errors except when such a correction would prevent you from installing, configuring, or successfully using the product. For example, if the name of an option contains a usage error, the name would be presented exactly as it appears in the product GUI; the error would not be corrected in any accompanying text.
Square Brackets
Square brackets indicate that a particular parameter or value is optional within a logical argument, a command, or some programming syntax. That is, the parameter’s or value’s presence is not required to resolve the argument, command, or block of code. The user decides whether to include this optional information. Here is a sample: smcp_server -host [/flags]
Angle Brackets
Angle brackets indicate a placeholder for a value that the user must specify.
This might be a DN or port number specific to your enterprise. Here is a sample: smcp_server -host <confighost>
Related Resources
Consult these additional resources as necessary:
•
The Framework 7.6 Deployment Guide, which will help you configure, install, start, and stop Framework components.
•
The Framework 7.6 Configuration Options Reference Manual, which will provide you with descriptions of configuration options for other
Framework components.
20 Framework 7.6
Preface Making Comments on This Document
•
The Framework 7.6 Configuration Manager Help, which will help you use
Configuration Manager.
•
The Genesys Migration Guide, also on the Genesys Documentation
Library DVD, which contains a documented migration strategy from
Genesys product releases 5.x and later to all Genesys 7.x releases. Contact
Genesys Technical Support for additional information.
•
The Genesys 7 Events and Models Reference Manual, which contains an extensive collection of events and call models describing core interaction processing in Genesys environments.
•
The Voice Platform SDK 7.6 .NET (or Java) API Reference, which contains technical details of T-Library functions.
•
The Genesys Technical Publications Glossary, which ships on the Genesys
Documentation Library DVD and which provides a comprehensive list of the Genesys and CTI terminology and acronyms used in this document.
•
The Release Notes and Product Advisories for this product, which are available on the Genesys Technical Support website at http:// genesyslab.com/support .
Information on supported hardware and third-party software is available on the
Genesys Technical Support website in the following documents:
•
Genesys Supported Operating Environment Reference Manual
•
Genesys Supported Media Interfaces Reference Manual
Genesys product documentation is available on the:
•
Genesys Technical Support website at http://genesyslab.com/support
.
•
Genesys Documentation Library DVD, which you can order by e-mail from Genesys Order Management at [email protected]
.
Making Comments on This Document
If you especially like or dislike anything about this document, please feel free to e-mail your comments to
.
You can comment on what you regard as specific errors or omissions, and on the accuracy, organization, subject matter, or completeness of this document.
Please limit your comments to the information in this document only and to the way in which the information is presented. Speak to Genesys Technical
Support if you have suggestions about the product itself.
When you send us comments, you grant Genesys a nonexclusive right to use or distribute your comments in any way it believes appropriate, without incurring any obligation to you.
T-Server—Deployment Guide 21
Preface Making Comments on This Document
22 Framework 7.6
Part
1
Part One: Common
Functions and Procedures
Part One of this T-Server Deployment Guide familiarizes the reader with
T-Server in general. It addresses architectural, functional, and procedural information common to all T-Servers.
The information in Part One is divided into the following chapters:
•
Chapter 1, “T-Server Fundamentals,” on page 25
, describes T-Server, its place in the Framework 7 architecture, T-Server redundancy, and multi-site issues. It stops short of providing configuration and installation information.
•
Chapter 2, “T-Server General Deployment,” on page 39 , presents
configuration and installation procedures for all T-Servers.
•
Chapter 3, “High-Availability Deployment,” on page 55
, addresses high availability (HA).
•
Chapter 4, “Multi-Site Support,” on page 67
, details the variations available for T-Server implementations across geographical locations.
•
Chapter 5, “Start and Stop T-Server Components,” on page 121 , describes
how, and in what order, to start up T-Server among other Framework components. It also provides possible stopping commands.
T-Server—Deployment Guide 23
Part One: Common Functions and Procedures New for All T-Servers in 7.6
New for All T-Servers in 7.6
Before looking at T-Server’s place in Genesys solutions and in the architecture of the Genesys Framework, note the following general changes that have been implemented in the 7.6 release of T-Server:
•
ISCC Transaction Monitoring support. This release of T-Server supports the ISCC Transaction Monitoring that allows T-Server clients to monitor ISCC transactions of the call data transfer between T-Servers in a
multi-site environment. See “ISCC Transaction Monitoring Feature” on page 106 for details.
•
ANI information distribution control. This release introduces a new configuration option that controls the distribution of the ANI information in TEvent
messages. See “ani-distribution” on page 248 for details.
•
Enhancement of use-data-from configuration option . This option now includes the new valid value active-data-original-call.
See “use-datafrom” on page 258 for details.
•
Enhanced agent session ID reporting. T-Server now generates and reports a session ID associated with each new agent login (key
AgentSessionID in
AttributeExtensions)
in agent-state events
(
EventAgentLogin, EventAgentLogout, EventAgentReady,
and
EventAgentNotReady)
, and also in the
EventRegistered
and
EventAddressInfo
messages for resynchronization. The agent session IDs are not synchronized with a backup T-Server and new agent session IDs will be assigned to existing agent sessions after a T-Server switchover. See the T-Server client’s documentation for agent session ID reporting. Refer to the Genesys 7 Events and Models Reference Manual and/or Voice
Platform SDK 7.6 .NET (or Java) API Reference for details on the key
AgentSessionID in
AttributeExtensions
.
•
Client-side port definition support. This release of T-Server supports a new security feature that allows a client application to define its connection parameters before connecting to the server application. Refer to the
Genesys 7.6 Security Deployment Guide for details.
Notes:
• Configuration option changes common to all T-Servers are
described in “Option Changes from Release 7.5 to 7.6” on page 270 .
• For information about the new features that are available in your
T-Server in the initial 7.6 release, see Part Two of this document.
24 Framework 7.6
Chapter
1
T-Server Fundamentals
This chapter provides general information about T-Server features and functionality and about its configuration and installation. For reference information about your specific T-Server and about options for all T-Servers, see “Part Two: Reference Information.”
This chapter has various levels of information, some of it intended for people who have configured, installed, and used previous releases of T-Server, and some of it aimed at those less familiar with such T-Server operations. That means some sections will not necessarily be relevant for you.
•
If you are an experienced user of T-Server, move to the chapters comprising Part Two of this document, where specific information about your T-Server is available.
•
If you are new to T-Server, begin with
“Learning About T-Server.” Once
you have read through that and subsequent sections, you are ready for the other chapters in Part One that go into detail about T-Server configuration and installation.
Generally, this chapter presents overview information that applies to all
T-Servers (and Network T-Servers) and their deployment. This chapter is divided into the following sections:
Learning About T-Server, page 26
Advanced Disconnect Detection Protocol, page 32
T-Server—Deployment Guide 25
Chapter 1: T-Server Fundamentals Learning About T-Server
Learning About T-Server
The Framework 7.6 Deployment Guide provides you with a high-level introduction to the role that T-Server plays in the Genesys Framework. If you have already looked through that guide, you may recall that T-Server is the most important component of the Framework Media Layer (the other two components are Load Distribution Server (LDS) and HA Proxy). The Media
Layer enables Genesys solutions to communicate with various media, including traditional telephony systems, voice over IP (VoIP), e-mail, and the
Web. This layer also provides the mechanism for distributing interaction-related business data, also referred to as attached data, within and across solutions.
Framework and Media Layer Architecture
Figure 1 illustrates the position Framework holds in a Genesys solution.
Agent
Desktop
IVR
Genesys
Framework
Genesys
Applications
Switch
Figure 1: Framework in a Genesys Solution
presents the various layers of the Framework architecture.
26 Framework 7.6
Chapter 1: T-Server Fundamentals Learning About T-Server
Framework
Services Layer
Management
Layer
Configuration
Layer
Media Layer
(including
T-Server)
Routing
Services
Reporting
Services
Figure 2: The Media Layer in the Framework Architecture
T-Server is the heart of the Media Layer—translating the information of the media-device realm into information that Genesys solutions can use. It enables your contact center to handle the computer-based form of the interactions that arrive and it translates the information surrounding a customer contact into reportable and actionable data.
Figure 3 presents the generalized architecture of the Media Layer.
Internet
Media
Interaction
Server
Traditional
Telephony
T-Server
VoIP
Telephony
T-Servers for
IP Solutions
SOLUTIONS
Figure 3: Media Layer Architecture
In addition to being the most important component of the Media Layer,
T-Server plays the most significant role in making information about telephony traffic and its data available to Framework as a whole.
One or more components in practically every solution are T-Server clients.
Solutions comprise a number of different Genesys software packages, from
T-Server—Deployment Guide 27
Chapter 1: T-Server Fundamentals Learning About T-Server collections of components for various types of routing to those that allow for outbound dialing to still others. Framework in general, and T-Server in particular, enable these solutions to function in your enterprise.
T-Server has several typical clients: Stat Server, Call Concentrator, Universal
Routing Server, and agent desktop applications. T-Server gets the information it needs about the enterprise from Configuration Server. Additionally, if you use the Management Layer, T-Server provides its ongoing status and various other log messages to server components of the Management Layer (for instance, allowing you to set alarms).
T-Server Requests and Events
This section outlines the roles that T-Server plays in a contact center. While it is possible to describe roles for all T-Servers, at a detailed level, T-Server’s functionality depends on the hardware to which it is connected. (For example, when connected to a traditional switch, it performs CTI functions, but when connected to a VOIP-based telephony device, it controls IP traffic.) The CTI connection is only for the switch.
Details of T-Server Functionality
T-Server is a TCP/IP server that enables intelligent communication between media-specific protocols (such as the various CTI protocols, including CSTA and ASAI) and TCP/IP-based clients of T-Server. Applications that are clients to T-Server use the T-Library format to transmit requests to T-Server through a
TCP/IP socket. T-Server can then either translate those requests to CTI protocol for switch use or relay them directly to other TCP/IP clients.
T-Server performs three general functions in the contact center: Bridging,
Messaging, and Interaction Tracking.
Bridging
T-Server acts as a platform-independent interface between media devices and business applications. In the case of a telephony device, for instance, it receives messages from and sends commands to the telephony equipment using either CTI links provided by the switch manufacturer or interface protocols provided by telephony network vendors.
On the client-application end, T-Server offers three models (call model, agent model, and device model) unified for all switches. The core functionality (such as processing an inbound call, an agent login, or a call-forwarding request) translates into a unified application programming interface (API) called
T-Library, so that applications do not need to know what specific switch model they are dealing with. On the other hand, T-Library accommodates many functions that are unique to a specific switch, so that client applications are able to derive the maximum functionality offered by a particular switch.
28 Framework 7.6
Chapter 1: T-Server Fundamentals Learning About T-Server
Refer to the Genesys 7 Events and Models Reference Manual for complete information on all T-Server events and call models and to the
TServer.Requests
portion of the Voice Platform SDK 7.6 .NET (or Java) API
Reference for technical details of T-Library functions.
Messaging
In addition to translating requests and events for the client application involved in an interaction, T-Server:
•
Provides a subscription mechanism that applications can use to receive notifications about interaction-related and non-interaction-related events within the contact center.
•
Broadcasts messages of major importance (such as a notification that the link is down) to all clients.
•
Broadcasts messages originated by a T-Server client to other T-Server clients.
The subscription mechanism consists of two parts, the DN subscription and event-type masking. Applications must register for a DN or a set of DNs to receive notifications about all events that occur in association with each registered DN. For example, when two softphone applications are registered for the same DN, and the first application initiates a call from the DN,
T-Server notifies both applications that the call is initiated from the DN.
Client applications can also specify one or more types of events, and T-Server will filter out events of the non-specified types and only send events of the requested types. For example, if agent supervisors are interested in receiving agent-related events, such as
AgentLogin
and
AgentLogout,
they have to mask
EventAgentLogin
and
EventAgentLogout,
provided that a particular T-Server supports these events.
The combination of each client’s subscription for DNs and masking of event types defines what messages T-Server distributes to what client.
Interaction Tracking
T-Server maintains call information for the life of the call (or other
T-Server-supported media type) and enables client applications to attach user data to the call. Call information includes:
•
A unique identifier, connection ID, that T-Server assigns when creating the call.
•
Automatic Number Identification (
ANI
) and Dialed Number Identification
Service (
DNIS
), if reported by the CTI link.
•
User data that a client application (such as an Interactive Voice Response unit or Genesys Universal Routing Server) provides.
T-Server—Deployment Guide 29
Chapter 1: T-Server Fundamentals Learning About T-Server
Difference and Likeness Across T-Servers
(and other figures) depicts T-Server that works with telephony systems as a single product, this is a simplification. Because almost every traditional telephony device has its own characteristics and communication protocols, Genesys makes different T-Servers for different telephony systems. (That means T-Server you have will not work with another switch.) Thus, all T-Servers play a common role in the architecture, but their specific features differ from implementation to implementation, based on the media device in use.
Despite their switch-based differences, T-Servers for telephony systems are similar to one another in at least one important respect: they are all built with a certain amount of shared software code. This shared code is rolled into a single unit and is called T-Server Common Part (TSCP). TSCP is the central, common component for all T-Servers and has its own Release Note, which is accessible via a hyperlink from your T-Server’s Release Note.
Note:
This document separates common-code features based on TSCP into separate sections and chapters, such as the “T-Server Common
Configuration Options” chapter. These are the options for all T-Servers that TSCP makes available for configuration.
T-Server Functional Steps During a Sample Call
The following example, Figure 4
, outlines some basic steps that T-Server might take when a call arrives from outside the contact center. In this scenario,
T-Server starts tracking the call even before it is delivered to the agent.
T-Server then informs the selected agent that a call has arrived. When the switch delivers the call to the agent’s extension, T-Server presents account information, collected at an Interactive Voice Response (IVR) unit, to the agent at the agent desktop application.
30 Framework 7.6
Chapter 1: T-Server Fundamentals Learning About T-Server
1. Switch notifies
T-Server of call arrival. T-Server assigns ConnID.
2. Switch delivers call to IVR for automated service
T-Server
6. T-Server notifies agent application of call.
7. T-Server delivers call data to the desktop.
Agent Desktop
Application
3. IVR asks T-Server to attach account number to call.
4. IVR sends call to ACD queue.
IVR
5. ACD diverts call to agent’s DN.
Agent DN
Switch
Figure 4: Functional T-Server Steps
Step 1
When the call arrives at the switch, T-Server creates a call in its internal structure. T-Server assigns the call a unique identifier, connection ID.
Step 2
The switch delivers the call to an Interactive Voice Response (IVR) unit, which begins automated interactions with the caller.
Step 3
IVR acquires user information from the caller through prompts and requests
T-Server to attach that information to the call. T-Server updates the call with the user information.
Step 4
IVR sends the call to an ACD (Automated Call Distribution) queue.
Step 5
The ACD unit distributes the call to an available agent logged in to a particular
DN (directory number).
Step 6
T-Server notifies the agent desktop application that the call is ringing on the agent’s DN. The notification event contains call data including
ANI, DNIS,
and account information that the IVR has collected.
T-Server—Deployment Guide 31
Chapter 1: T-Server Fundamentals Advanced Disconnect Detection Protocol
Step 7
The agent desktop application presents the account information, including the name of the person whose account this is, on the agent’s screen, so that the agent answering the call has all the relevant information.
These seven steps illustrate just a small part of T-Server’s bridging, messaging, and interaction-processing capabilities.
Advanced Disconnect Detection Protocol
Since the 6.0 release of T-Server, the Advanced Disconnect Detection Protocol
(ADDP) has replaced the Keep-Alive Protocol (KPL) as the method to detect failures for certain T-Server connections, including connections between two
T-Servers and between a T-Server and its clients.
Notes:
• Starting with release 7.5, the KPL backward-compatibility feature is no longer supported.
• ADDP applies only to connections between Genesys software components.
With ADDP, protocol activation and initialization is made on the client’s side and you can change these parameters. No additional messages are sent when there is existing activity over the connection. T-Server client applications and the remote T-Server (if any) must be listening to the socket and respond promptly to the polling signal for the connection to be preserved.
If you are going to enable ADDP, you must do it using the
,
addp-timeout , addp-remote-timeout ,
configuration options.
When configuring a timeout, consider the following issues:
•
The configured timeout must be at least twice as long as the maximum network latency.
•
There may be an interval when T-Server does not check for network activity.
•
If the link connection fails but the client is not notified (for example, because the host is turned off, or because a network cable is unplugged), the maximum reaction time to a link-connection failure is equal to double the configured timeout plus the established network latency.
Also keep in mind that the T-Server receiving the polling signal may not respond immediately, and that a delay occurs between the polling signal and the response to travel from one T-Server to another. If you don’t account for these contingencies when configuring a timeout, the connection that ADDP is monitoring will be dropped periodically.
32 Framework 7.6
Chapter 1: T-Server Fundamentals Redundant T-Servers
Redundant T-Servers
T-Servers can operate in a high-availability (HA) configuration, providing you with redundant systems. The basics of each T-Server’s redundant capabilities differ from T-Server to T-Server. One basic principle of redundant T-Servers is the standby redundancy type, which dictates how quickly a backup T-Server steps in when the primary T-Server goes down.
The Framework Management Layer currently supports two types of redundant configurations: warm standby and hot standby . All T-Servers offer the warm standby
redundancy type and, starting with release 7.1, the hot standby redundancy type is implemented in T-Servers for most types of switches. (See
Instructions for configuring T-Server redundancy are available in Chapter 3,
“High-Availability Configuration and Installation.” Specifics on your
T-Server’s HA capabilities are outlined in Part Two of this document.
Notes:
• Network T-Servers use a load-sharing redundancy schema instead of warm
or hot standby
. Specifics on your T-Server’s HA capabilities are discussed in Part Two of this document.
• IVR Server does not support simultaneous configuration of both
Load Balancing functionality and warm standby . Only one of these is supported at a time.
Support for Hot Standby Redundancy in Various T-Servers
Use
Table 1 to determine whether your T-Server supports the
hot standby redundancy type. The table also indicates whether HA Proxy components are required for this support, and, if so, how many are required per pair of redundant T-Servers (or per link if so noted).
hot standby
redundancy support in various
T-Servers. For detailed, up-to-date information on the subject, see the Genesys
Supported Media Interfaces Reference Manual white paper located on the
Technical Support website at http://genesyslab.com/support/dl/retrieve/ default.asp?item=A9CB309AF4DEB8127C5640A3C32445A7&view=item
.
T-Server—Deployment Guide 33
Chapter 1: T-Server Fundamentals Redundant T-Servers
Table 1: T-Server Support of the Hot Standby Redundancy Type
T-Server Type
Alcatel A4200/OXO
Alcatel A4400/OXE
Aspect ACD
Avaya Communication Manager
Avaya INDeX
Avaya TSAPI
Cisco CallManager
DataVoice Dharma
Digitro AXS/20
EADS Intecom M6880
EADS Telecom M6500 eOn eQueue
Ericsson MD110
Fujitsu F9600
Huawei C&C08
Huawei NGN
Mitel SX-2000/MN-3300
NEC NEAX/APEX
Nortel Communication Server 2000/2100
Nortel Communication Server 1000 with
SCCS/MLS
Philips Sopho iS3000
Radvision iContact
Rockwell Spectrum
Samsung IP-PCX IAP
Hot Standby
Supported
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
No
Yes
Yes
No d
—
No
No
HA Proxy
Required
No
No
No
No a
No
No
No
No
No
No
No
No
No
No
No
No
No
No
Yes b
, No c
No
Number of HA
Proxy Components
—
—
—
—
—
—
—
—
—
—
—
—
—
—
—
—
—
—
1 per link
—
1
—
—
—
34 Framework 7.6
Chapter 1: T-Server Fundamentals Redundant T-Servers
Table 1: T-Server Support of the Hot Standby Redundancy Type (Continued)
T-Server Type
Siemens Hicom 300/HiPath 4000 CSTA I
Siemens HiPath 3000
Hot Standby
Supported
Yes
Yes
Siemens HiPath 4000 CSTA III
Siemens HiPath DX
SIP Server
Tadiran Coral
Teltronics 20-20
Tenovis Integral 33/55
Yes
Yes
Yes
Yes
Yes
Yes
AT&T
Concert
CRSP
DTAG
GenSpec
ISCP
IVR Server, using network configuration
KPN
MCI
NGSN
Network SIP Server
Sprint
SR3511
Stentor
Network T-Servers e
No
No
No
No
No
No
No
No
No
No
No
No
No
No
HA Proxy
Required
No
No
No
No
No
No
Yes
No
—
—
—
—
—
—
—
—
—
—
—
—
—
—
Number of HA
Proxy Components
—
—
—
—
—
—
1
—
—
—
—
—
—
—
—
—
—
—
—
—
—
— a. With release 7.1, T-Server for Avaya Communication Manager no longer uses HA Proxy for its support of hot standby . Earlier releases of this T-Server require two HA Proxies (for which there is a Configuration
Wizard) to support hot standby
.
T-Server—Deployment Guide 35
Chapter 1: T-Server Fundamentals Multi-Site Support b. For T-Server for Nortel Communication Server 2000/2100 in high-availability ( hot standby ) configuration,
Genesys recommends that you use link version SCAI14 or above with call-progress and noncontroller-released messages enabled. See the switch-specific information in Part 2 of this Deployment Guide for additional information on HA configurations. c. Starting with release 7.5, T-Server for Nortel Communication Server 2000/2100 supports HA without HA
Proxy when operating in Dual CTI Links mode. See the switch-specific information in Part 2 of this De-
ployment Guide for additional information on HA configurations.
d.
Starting with release 6.5.3, T-Server for Philips Sopho iS3000 supports HA both with and without HA
Proxy.
e. Although they do not support high availability per se, Network T-Servers do support a load-sharing schema.
Multi-Site Support
Multi-site configuration implies the existence of two or more switches that belong to the same enterprise or service provider, and that share the Genesys
Configuration Database. (In some cases this may include isolated partitions on a given switch served by different T-Servers.) The main goal of T-Server support for multi-site operations is to maintain critical information about a call as it travels from one switch to another.
For instructions on installing and configuring a multi-site environment, including information on the Inter Server Call Control (ISCC) features, please
see Chapter 4, “Multi-Site Support,” on page 67 .
Agent Reservation
T-Server provides support for clients to invoke the agent reservation function,
TReserveAgent().
This function allows a server application that is a client of
T-Server to reserve a DN along with an agent, a
Place,
or both, so that no other T-Server client can route calls to it during a specified reservation
interval. Alternatively, when clients use the ISCC feature (see “ISCC Call Data
), they can use an agent reservation embedded in an ISCC request. (To do so, clients have to specify a certain
Extensions attribute in an ISCC request when initiating an ISCC transaction. See
for the list of ISCC requests.)
The reservation does not currently prevent the reserved objects from receiving direct calls or calls distributed from ACD Queues; agent reservation is intended as a way of synchronizing the operation of several clients. See
RequestReserveAgent in the Voice Platform SDK 7.6 .NET (or Java) API
Reference for more details on this function from the client’s point of view.
In addition to invoking the TReserveAgent function, you can customize the
Agent Reservation feature by configuring options in the T-Server
Application
36 Framework 7.6
Chapter 1: T-Server Fundamentals Client Connections
object. See “Agent-Reservation Section” on page 255 in the “T-Server
Common Configuration Options” chapter in Part Two for more details.
Client Connections
The number of connections T-Server can accept from its clients depend on the operating system that T-Server runs.
Table 2 illustrates the number of client
connections that T-Server support.
Table 2: Number of T-Server’s Client Connections
Operating System
AIX 32-bit and 64-bit modes
(versions 5.1, 5.2, 5.3)
HP-UX 32-bit and 64-bit modes
(versions 11.0, 11.11, 11i v2)
Linux 32-bit mode
(versions RHEL 3.0, RHEL 4.0)
Solaris 32-bit mode
(versions 2.7, 8, 9)
Solaris 64-bit mode
(versions 2.7, 8, 9, 10)
Tru64 UNIX
(versions 4.0F, 5.1, 5.1B)
Windows Server 2003
Number of Connections
32767
2048
32768
4096
65536
4096
4096
Next Steps
Now that you have gained a general understanding of the roles and features available with T-Servers, you’re ready to learn how T-Servers are installed and configured. That information is presented in the next few chapters of this
Deployment Guide. So unless you are already familiar with T-Server
deployment and operation procedures, continue with Chapter 2, “T-Server
General Deployment,” on page 39 . Otherwise, you may want to jump to Part
Two of this Deployment Guide, where you will find information about your specific T-Server.
T-Server—Deployment Guide 37
Chapter 1: T-Server Fundamentals Next Steps
38 Framework 7.6
Chapter
2
T-Server General
Deployment
This chapter contains general information for the deployment, configuration, and installation of your T-Server. You may have to complete additional configuration and installation steps specific to your T-Server and switch. You will find these steps in Part Two of this document.
This chapter contains these sections:
Wizard Deployment of T-Server, page 45
Manual Deployment of T-Server, page 47
Note:
You must read the Framework 7.6 Deployment Guide before proceeding with this T-Server guide. That book contains information about the Genesys software you must deploy before deploying
T-Server.
Prerequisites
T-Server has a number of prerequisites for deployment. Read through this section before deploying your T-Server.
T-Server—Deployment Guide 39
Chapter 2: T-Server General Deployment Prerequisites
Software Requirements
Framework Components
You can only configure T-Server after you have deployed the Configuration
Layer of Genesys Framework. This layer contains DB Server, Configuration
Server, Configuration Manager, and, at your option, Deployment Wizards. If you intend to monitor or control T-Server through the Management Layer, you must also install and configure components of this Framework layer, such as
Local Control Agent (LCA), Message Server, Solution Control Server (SCS), and Solution Control Interface (SCI), before deploying T-Server.
Refer to the Framework 7.6 Deployment Guide for information about, and deployment instructions for, these Framework components.
Media Layer and LCA
To monitor the status of components in the Media Layer through the
Management Layer, you must load an instance of LCA on every host running
Media Layer components. Without LCA, Management Layer cannot monitor the status of any of these components. If you do not use the Management
Layer, LCA is not required.
Supported Platforms
Refer to the Genesys Supported Operating Environment Reference Manual white paper for the list of operating systems and database systems supported in
Genesys releases 7.x. You can find this document on the Genesys Technical
Support website at http://genesyslab.com/support/dl/retrieve/ default.asp?item=B6C52FB62DB42BB229B02755A3D92054&view=item
.
For UNIX-based (UNIX) operating systems, also review the list of patches
Genesys uses for software product builds, and upgrade your patch configuration if necessary. A description of patch configuration is linked to installation read_me.html
files for the Genesys applications that operate on
UNIX, and is available within the installation packages.
Security
Starting with release 7.5, T-Server supports the Genesys Transport Layer
Security (TLS) and can be configured for secure data exchange with the other
Genesys components that support this functionality.
The Genesys TLS is not supported on all operating systems that T-Server itself supports. For information about the supported operating systems, see the
Genesys 7.6 Security Deployment Guide.
40 Framework 7.6
Chapter 2: T-Server General Deployment Prerequisites
Hardware and Network Environment Requirements
Hosting
Genesys recommends that you or your IT specialist assign host computers to
Genesys software before you start Genesys installation. Remember the following restrictions:
•
Do not install all the Genesys server applications on the same host computer.
•
When installing a few server applications on the same host computer, prevent them (except for Configuration Server) from using the swap area.
Installation Privileges
During deployment, be sure to log in with an account that will permit you to perform administrative functions—that is, one that has root privileges.
Server Locations
Refer to the “Network Locations for Framework Components” chapter of the
Framework 7.6 Deployment Guide for recommendations on server locations.
Supported Platforms
Refer to the Genesys Supported Media Interfaces white paper for the list of supported switch and PABX versions. You can find this document on the
Genesys Technical Support website at http://genesyslab.com/support/dl/retrieve/ default.asp?item=A9CB309AF4DEB8127C5640A3C32445A7&view=item
.
Licensing Requirements
All Genesys software is licensed—that is, it is not shareware. Genesys products are protected through legal license conditions as part of your purchase contract. However, the level of technical license-control enforcement varies across different solutions and components.
Before you begin to install T-Server, remember that, although you may not have had to use technical licenses for your software when you deployed the
Configuration and Management Layers in their basic configurations, this is not the case with the Media Layer.
T-Server requires seat-related DN technical licenses to operate even in its most basic configuration. Without appropriate licenses, you cannot install and start
T-Server. If you have not already done so, Genesys recommends that you install License Manager and configure a license file at this point. For complete
T-Server—Deployment Guide 41
Chapter 2: T-Server General Deployment Prerequisites information on which products require what types of licenses, and on the installation procedure for License Manager, refer to the Genesys 7 Licensing
Guide available on the Genesys Documentation Library DVD.
The sections that follow briefly describe the T-Server license types.
Note:
Starting with release 7.2, the licensing requirements for T-Server have changed from previous releases. Please read this section carefully and refer to the Genesys 7 Licensing Guide for complete licensing information.
Licensing Basic Implementations
A stand-alone T-Server serving a single site requires licenses to register all
DNs it monitors. DNs that agents use in day-to-day contact center operations, such as Extensions and ACD Positions, have to be registered using licenses that control agent seats.
Note:
Configure all seat DNs that agents use (Extensions and ACD Positions) in the Configuration Layer. This enables detailed call monitoring through Genesys reporting, and generally allows you to control access to individual DNs.
Licensing HA Implementations
T-Servers operating with the hot standby
redundancy type require a special
CTI HA technical license, which allows for high-availability implementations, in addition to regular T-Server licenses. Neither T-Server in a redundant pair configured for hot standby starts if this license is unavailable. Moreover, the primary and backup T-Servers must use the same licenses to control the same pool of DNs. If your T-Servers are configured with the hot standby
redundancy type, order licenses for CTI HA support.
Licensing Multi-Site Implementations
T-Servers performing multi-site operations require licenses that allow for such operations, in addition to regular T-Server licenses. If some of your T-Servers are configured for multi-site routing while others are not, either order licenses for multi-site support for all T-Servers or install an additional License Manager to handle the T-Servers involved in multi-site routing.
Note:
You do not need licenses for multi-site support if some T-Server clients include the local location as the location attribute value in their requests for routing within the same site.
42 Framework 7.6
Chapter 2: T-Server General Deployment Prerequisites
Configuring License Files
You need a license to configure and install Media Layer components. Genesys recommends that, if you have not already done so, at this point you:
1. Install License Manager.
2. Configure license files.
Note:
If you use the
<port>@<server>
format when entering the name of the license server during installation, remember that some operating systems use
@
as a special character. In this case, the installation routine is unable to write license information for T-Server to the Configuration
Layer or the run.sh
file. Therefore, when you use the
<port>@<server> format, you must manually modify the command-line license parameter after installing T-Server.
For information about which products require what types of licenses and for the installation procedure for License Manager, refer to the Genesys 7
Licensing Guide available on the Genesys Documentation Library DVD.
About Configuration Options
Configuring T-Server is not a onetime operation. It is something you do at the time of installation and then in an ongoing way to ensure the continued optimal performance of your software. You must enter values for T-Server configuration options in the relevant Wizard screens or on the
Options
tab of your T-Server
Application
object in Configuration Manager. The instructions for configuring and installing T-Server that you see here are only the most rudimentary parts of the process. You must refer extensively to the configuration options chapters located in Part Two of this book. Pay particular attention to the configuration options specific to your own T-Server.
Configuration options common to all T-Servers, independent of switch type,
chapter. T-Server also supports unified Genesys log options, as described in the “Common Configuration Options” chapter.
Options that configure values for the TSCP software in your T-Server are common to all T-Servers. Options based on the custom features of your switch apply to your T-Server only. Familiarize yourself with both types of options.
You will want to adjust them to accommodate your production environment and the business rules that you want implemented there.
T-Server—Deployment Guide 43
Chapter 2: T-Server General Deployment Deployment Sequence
Deployment Sequence
Genesys recommends deploying T-Server by using the Media Configuration
Wizard. However, if for some reason you must manually deploy T-Server, you will also find instructions for doing that in this chapter.
The recommended sequence to follow before deploying T-Server is described below. Steps 1 through 3 apply for both Wizard-based and manual deployment. For Wizard deployment, Steps 4 and 5 take place within the
Wizard deployment process itself.
Wizard or Manual
Deployment
Manual
Deployment
Verifying Starting
Parameters
1. Deploy Configuration Layer objects and ensure Configuration Manager is running (see the Framework 7.6 Deployment Guide).
2. Deploy Network objects (such as Host objects).
3. Deploy the Management Layer (see the Framework 7.6 Deployment
Guide).
When manually deploying T-Server, you must continue with the next two steps. If you are deploying T-Server with the Configuration Wizard, the next two steps take place within the Wizard deployment process itself, where you can create and configure all the necessary objects for T-Server deployment.
4. Configure Telephony objects (see “Manual Configuration of Telephony
):
Switching Offices
Switches
Agent Logins
DNs
5. Deploy the Media Layer:
T-Server (beginning with “Manual Configuration of T-Server” on page 50 ).
HA Proxy for a specific type of T-Server (applicable if you are using the hot standby
redundancy type and your switch requires HA Proxy;
).
If, during the installation procedure for any of the Genesys applications, the script warns you that Configuration Server is unavailable and that the configuration cannot be updated, continue with the installation. Following the installation, you must complete the information on the
Start Info
tab to ensure that T-Server will run.
When installation is complete, verify the information on the
Start Info
tab to
ensure that T-Server will run. See “Verifying the manual installation of
44 Framework 7.6
Chapter 2: T-Server General Deployment Wizard Deployment of T-Server
Wizard Deployment of T-Server
Configuration Wizards facilitate component deployment. T-Server configuration and installation involves many steps, and Genesys strongly recommends that you set up T-Server using the Wizard rather than manually.
T-Server Wizard guides you through a series of steps and options to customize your deployment of T-Server.
Wizard Configuration of T-Server
The first step to take for a Wizard-based configuration is to install and launch
Genesys Wizard Manager. (Refer to the Framework 7.6 Deployment Guide for instructions.) When you first launch Genesys Wizard Manager, it suggests that you set up the Management Layer and then the Framework. The Framework setup begins with configuring and creating the objects related to T-Server, starting with the Switch and Switching Office objects, and the T-Server’s
Application
object itself.
Note:
With the Wizard, you create your T-Server
Application
object in the course of creating your
Switch
object.
During creation of the
Switch
object, you also have an opportunity to run the
Log Wizard to set up T-Server logging. Then, you can specify values for the most important T-Server options. Finally, you can create contact center objects related to T-Server, such as
DN s,
Agent Login s, and some others.
Note:
During configuration of a
Switch
object, the Wizard prompts you to copy a T-Server installation package to an assigned computer. After that package is copied to the destination directory on the T-Server host, complete the last steps of the T-Server configuration. Then, install
T-Server on its host.
After you complete the Framework configuration, the Genesys Wizard
Manager screen no longer prompts you to set up the Framework. Instead, it suggests that you set up your solutions or add various contact center objects to the Framework configuration, including the
Switch, DNs
and
Places, Agent
Logins, Agent Groups, Place Groups
, and, in a multi-tenant environment, a
Tenant. In each case, click the link for the object you wish to create. Again, you create a new T-Server
Application
object in the course of creating a new
Switch
object.
T-Server—Deployment Guide 45
Chapter 2: T-Server General Deployment Wizard Deployment of T-Server
Wizard Installation of T-Server
After creating and configuring your T-Server and its related components with the Wizard, you proceed to T-Server installation. That installation process closely mimics that of previously installed components.
Note:
Certain Wizard-related procedures are not described in this document.
Refer to the Framework 7.6 Deployment Guide for general instructions.
Warning!
Genesys does not recommend installation of its components via a
Microsoft Remote Desktop connection. The installation should be performed locally.
Procedure:
Installing T-Server on UNIX using Wizard
Start of procedure
1. In the directory to which the T-Server installation package was copied during Wizard configuration, locate a shell script called install.sh.
2. Run this script from the command prompt by typing sh
and the file name.
For example: sh install.sh.
3. When prompted, confirm the host name of the computer on which
T-Server is to be installed.
4. When prompted, confirm the application name of the T-Server that is to be installed.
5. Specify the destination directory into which T-Server is to be installed, with the full path to it.
6. If asked which version of the product to install, the 32-bit or the 64-bit, choose the one appropriate to your environment.
7. Specify the license information that T-Server is to use.
8. As soon as the installation process is finished, a message appears announcing that installation was successful. The process places T-Server in the directory with the name specified during the installation.
End of procedure
Next Steps
•
To test your configuration and installation, go to Chapter 5, “Start and Stop
T-Server Components,” on page 121
, and try it out.
46 Framework 7.6
Chapter 2: T-Server General Deployment Manual Deployment of T-Server
•
To configure and install redundant T-Servers, see Chapter 3, “High-
Availability Deployment,” on page 55
.
•
To install T-Servers for a multi-site environment, proceed to Chapter 4,
“Multi-Site Support,” on page 67
.
Procedure:
Installing T-Server on Windows using Wizard
Start of procedure
1. Open the directory to which the T-Server installation package was copied during Wizard configuration.
2. Locate and double-click
Setup.exe
to start the installation. The
Welcome screen launches.
3. When prompted, specify the connection parameters to the Configuration
Server associated with this T-Server.
4. Identify the T-Server
Application
object in the Configuration Layer to be used by this T-Server.
5. Specify the license information that T-Server is to use.
6. Specify the destination directory into which T-Server is to be installed.
7. Click Install to begin the installation.
8. Click
Finish
to complete the installation.
By default, T-Server is installed as a Genesys service (Windows Services) with
Automatic
startup type.
End of procedure
Next Steps
•
To test your configuration and installation, go to Chapter 5, “Start and Stop
T-Server Components,” on page 121
, and try it out.
•
To configure and install redundant T-Servers, see Chapter 3, “High-
Availability Deployment,” on page 55
.
•
To install T-Servers for a multi-site environment, proceed to Chapter 4,
“Multi-Site Support,” on page 67
.
Manual Deployment of T-Server
Deploying T-Server manually requires that you configure a number of different objects in the Configuration Layer prior to setting up your T-Server
T-Server—Deployment Guide 47
Chapter 2: T-Server General Deployment Manual Deployment of T-Server objects and then install T-Server. This section describes the manual deployment process.
Manual Configuration of Telephony Objects
This section describes how to manually configure T-Server Telephony objects if you are using Configuration Manager.
Recommendations
Genesys recommends registering (configuring) only those entities you plan to use in the current configuration. The more data there is in the Configuration
Database, the longer it takes for the CTI setup to start, and the longer it will take to process configuration data. Remember that adding configuration objects to the Genesys Configuration Database does not cause any interruption in contact center operation.
Depending on how much work is required to manually configure all applications and objects, consider registering more Person objects first, with a set of privileges that lets them perform configuration tasks.
Switching Offices
Your telephony network may contain many switching offices, but you should only configure those that are involved with customer interactions.
Using Configuration Manager, be sure to register a
Switching Office object that accommodates your
Switch
object under
Environment.
Until you have done this, you cannot register a Switch object under Resources (single-tenant environment) or a
Tenant
(multi-tenant environment).
Note:
The value for the switching office name must not have spaces in it.
Switches
1. Configure a
Switch
object for each switch on your telephony network.
Assign each
Switch
object to the appropriate
T-Server object.
2. If implementing the multi-site configuration, specify access codes for all switches on the network so that the call-processing applications can route and transfer calls between switches.
Two types of access codes exist in a Genesys configuration:
Default access codes that specify how to reach this switch from any other switch in the Genesys environment.
48 Framework 7.6
Chapter 2: T-Server General Deployment Manual Deployment of T-Server
Switch-to-switch access codes that specify how to reach a particular switch from any other switch. Use this type when either a nondefault dial number or routing type is required between any two locations.
When a switch-to-switch access code is configured, its value has a higher priority than that of a default access code.
See Chapter 4, “Multi-Site Support,” on page 67 , for step-by-step
instructions.
Note:
When the numbering plan uses unique directory number (DN) assignment across sites and multi-site routing is not used, you do not have to configure access codes.
DNs and Agent Logins
Note:
Starting with release 7.2, the requirements for configuring DNs in the
Configuration Layer have changed. Refer to Part Two of this guide for information about the requirements on configuring specific DN types for your T-Server.
For each T-Server for which you are configuring DNs, you must configure all
DNs that agents and their supervisors use in day-to-day contact center operation—so-called seat-related DNs—such as Extensions and ACD
Positions. Otherwise, T-Server does not register such DNs.
1. To configure Telephony objects within each switch, consult the switch documentation. Information specific to your T-Server in Part Two of this document contains tables that indicate how to set DN types in the Genesys
Configuration Database depending on the switch DN types and configuration.
2. Check the numbering plan for different types of DNs, to see if you can save time by registering Ranges of DNs. Usually, DNs of the same type have consecutive numbers, which will make an otherwise tedious configuration task easy.
Agent Login
objects almost always have consecutive numbers, which means you can register them through the
Range of Agent Logins feature as well.
3. If you plan to use Virtual Queues and Virtual Routing Points in the contact center operation, Genesys recommends registering them after you have outlined the call-processing algorithms and identified your reporting needs.
Note:
Remember that CTI applications, not the switch, generate telephony events for DNs of these types.
T-Server—Deployment Guide 49
Chapter 2: T-Server General Deployment Manual Deployment of T-Server
Warning!
DNs with the
Register
flag set to false
may not be processed at
T-Server startup; therefore, associations on the switch will be created only when T-Server client applications require DN registration.
Multi-Site Operations
See the section, “Configuring Multi-Site Support” on page 107
, for information on setting up DNs for multi-site operations.
Manual Configuration of T-Server
Note:
Use the Framework 7.6 Deployment Guide to prepare accurate configuration information. You may also want to consult
Configuration Manager Help, which contains detailed information about configuring objects.
Recommendations
Genesys recommends using an Application Template when you are configuring your T-Server application. The Application Template for your particular T-Server contains the most important configuration options set to the values recommended for the majority of environments. When modifying configuration options for your T-Server application later in the process, you can change the values inherited from the template rather than create all the options by yourself.
Procedure:
Configuring T-Server manually
Start of procedure
1. Follow the standard procedure for configuring all Application objects to begin configuring your T-Server
Application
object. Refer to the
Framework 7.6 Deployment Guide for instructions.
2. In a
Multi-Tenant
environment, specify the
Tenant
to which this T-Server belongs on the
General
tab of the
Properties
dialog box.
3. On the
Connections
tab:
Add all Genesys applications to which T-Server must connect.
50 Framework 7.6
Chapter 2: T-Server General Deployment Manual Deployment of T-Server
Note:
For multi-site deployments you should also specify T-Server connections on the
Connections tab for any T-Servers that may transfer calls directly to each other.
4. On the
Options
tab, specify values for configuration options as appropriate for your environment.
Note:
For T-Server option descriptions, see Part Two of this document.
The configuration options common to all T-Servers are described in the “T-Server Common Configuration Options” chapter. The switch-specific configuration options are described in a separate chapter. T-Server also uses common Genesys log options, described in the “Common Configuration Options” chapter.
5. In a multi-site environment, you must complete additional T-Server
configuration steps to support multi-site operations; see Chapter 4, “Multi-
.
End of procedure
Next Steps
•
See “Manual Installation of T-Server” on page 52
.
Procedure:
Configuring multiple ports
Purpose: To configure multiple ports in T-Server for its client connections.
Start of procedure
1. Open the T-Server Application Properties dialog box.
2. Click the
Server Info
tab.
3. In the
Ports
section, click
Add Port
.
4. In the
Port Properties
dialog box, on the
Port Info
tab:
a. In the Port ID text box, enter the port ID.
b. In the
Communication Port
text box, enter the number of the new port.
c.
In the
Connection Protocol box, select the connection protocol, if necessary.
d. Select the
Listening Mode option.
T-Server—Deployment Guide 51
Chapter 2: T-Server General Deployment Manual Deployment of T-Server
Note:
For more information on configuring secure connections between
Framework components, see Genesys 7.6 Security Deployment
Guide.
e.
Click
OK
.
5. Click
OK
to save the new configuration.
End of procedure
Manual Installation of T-Server
The following directories on the Genesys 7.6 Media product DVD contain
T-Server installation packages:
•
media_layer/<switch>/<platform> for UNIX installations, where <switch> is your switch name and
<platform>
is your operating system.
•
media_layer\<switch>\windows
for Windows installations, where
<switch> is your switch name.
Procedure:
Installing T-Server on UNIX manually
Note:
During installation on UNIX, all files are copied into the directory you specify. No additional directories are created within this directory.
Therefore, do not install different products into the same directory.
Start of procedure
1. In the directory to which the T-Server installation package was copied, locate a shell script called install.sh.
2. Run this script from the command prompt by typing sh
and the file name.
For example: sh install.sh.
3. When prompted, confirm the host name of the computer on which
T-Server is to be installed.
4. When prompted, specify the host and port of Configuration Server.
5. When prompted, enter the user name and password to access Configuration
Server.
6. When prompted, select the T-Server application you configured in
“Configuring T-Server manually” on page 50 from the list of applications.
7. Specify the destination directory into which T-Server is to be installed, with the full path to it.
52 Framework 7.6
Chapter 2: T-Server General Deployment Manual Deployment of T-Server
8. If asked which version of the product to install, the 32-bit or the 64-bit, choose the one appropriate to your environment.
9. Specify the license information that T-Server is to use: either the full path to, and the name of, the license file, or the license server parameters.
10. As soon as the installation process is finished, a message appears announcing that installation was successful. The process places T-Server in the directory with the name specified during the installation.
End of procedure
Next Steps
•
To verify manual installation, go to “Verifying the manual installation of
•
To test your configuration and installation, go to Chapter 5, “Start and Stop
T-Server Components,” on page 121
, and try it out.
•
To configure and install redundant T-Servers, see Chapter 3, “High-
Availability Deployment,” on page 55
.
•
To install T-Servers for a multi-site environment, proceed to Chapter 4,
“Multi-Site Support,” on page 67
.
Procedure:
Installing T-Server on Windows manually
Start of procedure
1. In the directory to which the T-Server installation package was copied, locate and double-click
Setup.exe
to start the installation.
2. When prompted, specify the connection parameters to the Configuration
Server associated with this T-Server.
3. When prompted, select the T-Server
Application
you configured in
“Configuring T-Server manually” on page 50 from the list of applications.
4. Specify the license information that T-Server is to use: either the full path to, and the name of, the license file, or the license server parameters.
5. Specify the destination directory into which T-Server is to be installed.
6. Click Install to begin the installation.
7. Click
Finish
to complete the installation.
By default, T-Server is installed as a Genesys service (Windows Services) with
Automatic
startup type.
End of procedure
T-Server—Deployment Guide 53
Chapter 2: T-Server General Deployment Next Steps
Next Steps
•
To verify manual installation, go to “Verifying the manual installation of
•
To test your configuration and installation, go to Chapter 5, “Start and Stop
T-Server Components,” on page 121
, and try it out.
•
To configure and install redundant T-Servers, see Chapter 3, “High-
Availability Deployment,” on page 55
.
•
To install T-Servers for a multi-site environment, proceed to Chapter 4,
“Multi-Site Support,” on page 67
.
Procedure:
Verifying the manual installation of T-Server
Purpose: To verify the completeness of the manual installation of T-Server to ensure that T-Server will run.
Prerequisites
•
Installing T-Server on UNIX manually, page 52
•
Installing T-Server on Windows manually, page 53
Start of procedure
1. Open the Properties dialog box for a corresponding Application object in
Configuration Manager.
2. Verify that the State Enabled check box on the General tab is selected.
3. Verify that the
Working Directory, command-line,
and
Command-Line
Arguments are specified correctly on the Start Info tab.
4. Click
Apply
and
OK
to save any configuration updates.
End of procedure
Next Steps
At this point, you have either used the Wizard to configure and install
T-Server, or you have done it manually, using Configuration Manager. In either
case, if you want to test your configuration and installation, go to Chapter 5,
“Start and Stop T-Server Components,” on page 121
, and try it out. Otherwise,
if you want to configure and install redundant T-Servers, see Chapter 3, “High-
Availability Deployment,” on page 55
. If you want to install T-Servers for a
multi-site environment, proceed to Chapter 4, “Multi-Site Support,” on page 67 .
54 Framework 7.6
Chapter
3
High-Availability
Deployment
This chapter describes the general steps for setting up a high-availability (HA) environment for your T-Server. The high-availability architecture implies the existence of redundant applications, a primary and a backup. These are monitored by a management application so that, if one application fails, the other can take over its operations without any significant loss of contact center data.
Every switch/T-Server combination offers different high-availability options.
The Framework Management Layer currently supports two types of redundant configurations: warm standby
and hot standby
. All T-Servers offer the warm standby
redundancy type and, starting with release 7.1, the hot standby redundancy type is implemented in T-Servers for most types of switches. Some
T-Servers support a switch’s ability to provide two CTI links to two T-Servers or even one CTI link to two T-Servers. Other T-Servers require Genesys’s HA
Proxy in order to support the hot standby
on your T-Server.
This chapter describes the redundant architecture and how to configure
T-Server so that it operates with either type. Information in this chapter is divided into the following sections:
Warm Standby Redundancy Type, page 56
Hot Standby Redundancy Type, page 57
Warm Standby Deployment, page 60
Hot Standby Deployment, page 62
T-Server—Deployment Guide 55
Chapter 3: High-Availability Deployment Warm Standby Redundancy Type
Warm Standby Redundancy Type
Genesys uses the expression warm standby to describe the redundancy type in which a backup server application remains initialized and ready to take over the operations of the primary server. The warm standby redundancy type reduces to a minimum the inability to process interactions that may have originated during the time it took to detect the failure. It also eliminates the need to bring a standby server online, thereby increasing solution availability.
Warm Standby Redundancy Architecture
warm standby
architecture. The standby server recognizes its role as a backup and does not process client requests until the
Management Layer changes its role to primary. When a connection is broken between the primary server and the Local Control Agent (LCA, not shown in the diagram) running on the same host, a failure of the primary process is reported, and the switchover occurs; or, if the host on which the T-Server is running fails, the switchover also occurs. (See the Framework 7.6 Deployment
Guide for information on LCA.) As a result:
1. The Management Layer instructs the standby process to change its role from backup to primary.
2. A client application reconnects to the new primary.
3. The new primary (former backup) starts processing all new requests for service.
Legend:
Runtime Connection to CTI Link
Runtime Connection to Management
Layer
Runtime Client Connection
Runtime Connection to Backup
T-Server 1
(Primary)
Management Layer
Client
Application
T-Server 2
(Backup)
CTI Gate to Switching
Hardware
Figure 5: Warm Standby Redundancy Architecture
56 Framework 7.6
Chapter 3: High-Availability Deployment Hot Standby Redundancy Type
Although normal operations are restored as soon as the backup process takes over, the fault management effort continues. That effort consists of repeated attempts to restart the process that failed. Once successfully restarted, the process is assigned the backup role.
Note:
You can find full details on the role of the Management Layer in redundant configurations in the Framework 7.6 Deployment Guide.
Hot Standby Redundancy Type
Genesys uses the expression hot standby to describe the redundancy type in which a backup server application remains initialized, clients connect to both the primary and backup servers at startup, and the backup server data is synchronized from the primary server. Data synchronization and existing client connections to the backup guarantee higher availability of a component. (See
Starting with release 7.1, the hot standby
redundancy type is implemented in
T-Servers for most types of switches. However, for some switches, you must compensate for the lack of link redundancy by using an additional Genesys component called HA Proxy.
Note:
Although most of T-Servers support hot standby
(for which the documentation appears in this guide), IVR Server does not support this feature.
Hot Standby Redundancy Architecture
Figure 6 illustrates the switch-independent side of a
hot standby implementation. Here, T-Servers start simultaneously and connect to the switch. At T-Server startup, the Management Layer assigns the role of the primary server to T-Server 1, and the role of backup to T-Server 2. T-Server clients register with both T-Servers, but only the primary T-Server handles client requests other than the registration requests. The internal T-Server information, such as a DN status,
ConnID
,
UserData
, and
Call Type
, is synchronized between the primary and backup T-Servers. Therefore, the backup T-Server has the same information as the primary T-Server.
If T-Server 1 fails, the Management Layer makes T-Server 2 the new primary server, and it starts processing client requests. The Management Layer attempts to restart T-Server 1, and if it is successful, it makes T-Server 1 the new backup server.
The details of hot standby
redundancy implementation between T-Servers and their switches vary depending on switch support for multiple CTI links. If your
T-Server—Deployment Guide 57
Chapter 3: High-Availability Deployment Hot Standby Redundancy Type
T-Server supports hot standby
), refer to Part Two for detailed information on the available hot standby schema.
Legend:
Runtime Connection to Primary
Runtime Connection to Management
Layer
Runtime Connection to CTI Link
Runtime Connection to Backup
Data Synchronization
T-Server 1
(Primary)
Management Layer
Client
Application
T-Server 2
(Backup)
CTI Gate to Switching
Hardware
Figure 6: Hot Standby Redundancy Architecture
Benefits of Hot Standby Redundancy
The
hot standby
redundancy type provides the following benefits over the warm standby
type:
•
Using hot standby
ensures the processing of interactions in progress if a failure occurs. After the primary T-Server (T-Server 1) fails, T-Server 2 handles all new interactions and takes over the processing of interactions that are currently in progress.
•
T-Servers perform one-way (from primary to backup) synchronization of call-associated data, including, but not limited to:
Connection IDs.
Attached user data.
Inter Server Call Control (ISCC; formerly called External Routing) call references to another site in a multi-site environment (to support the
ISCC/COF feature).
Note:
Refer to “ISCC Call Data Transfer Service” on page 69 for ISCC
feature descriptions.
•
Allocation of ISCC-controlled resources.
58 Framework 7.6
Chapter 3: High-Availability Deployment Prerequisites
•
When mirrored links are not available, HA Proxy helps T-Server synchronize the current states of agents, calls, parties, and devices between the primary and backup T-Servers.
However, keep the following hot standby
limitations in mind:
•
Client requests sent during the failure and switchover may be lost.
•
Routing requests sent by the switch during the failure and switchover may be lost.
•
T-Server does not synchronize interactions that begin before it starts.
•
Some T-Library events might be duplicated or lost.
•
Reference IDs from client requests can be lost in events.
Prerequisites
This section presents basic requirements and recommendations for configuring and using redundant T-Servers.
Requirements
You must install the Management Layer if you are installing redundant
T-Server applications. In particular, install Local Control Agent (LCA) on each computer that runs T-Server.
Warning!
Genesys strongly recommends that you install the backup and primary T-Servers on different host computers.
Synchronization Between Redundant T-Servers
When T-Servers operate in a high-availability environment, the backup
T-Server must be ready to take on the primary role when required. For this purpose, both T-Servers must be running and must have the same information.
When you configure redundant T-Servers to operate with the hot standby
type, the primary T-Server uses the connection to the backup to deliver synchronization updates. Genesys recommends that you enable the Advanced
Disconnect Detection Protocol (ADDP), described in Chapter 2, for this connection. Do so using the configuration options in the “Backup-
Synchronization Section” section. Refer to the “T-Server Common
Configuration Options” chapter for option descriptions.
T-Server—Deployment Guide 59
Chapter 3: High-Availability Deployment Warm Standby Deployment
Configuration Warnings
When configuring T-Servers to support either the warm standby
or hot standby redundancy type, remember:
1. When at least one of the two T-Servers that operate in a redundant mode is running, do not change a redundancy type, host, or port in either T-Server configuration.
2. When both the primary and backup T-Servers are running, do not remove the backup T-Server
Application
object from the configuration.
You are responsible for the option synchronization in the configuration of the primary and backup T-Servers; Configuration Server does not synchronize either options or their values in different T-Server
Application
objects. That is, you must configure both T-Servers to have the same options with the same values. If you change a value in one T-Server configuration, you must change it in the other T-Server configuration manually. The log options in the primary
T-Server can differ from those in the backup T-Server configuration. The link configuration options in the primary T-Server can also differ from those in the backup T-Server configuration.
Warm Standby Deployment
This section describes how to configure redundant T-Servers to work with the warm standby
redundancy type, including details on their connections and settings.
General Order of Deployment
Wizard
Deployment
Manual
Deployment
The general guidelines for T-Server warm standby
configuration are:
•
If you used wizards to configure T-Servers and selected the warm standby redundancy type, no additional configuration is required for your
T-Servers.
•
If you did not use wizards to configure T-Servers:
a. Manually configure two T-Server
Application
objects as described in
“Manual Configuration of T-Server” on page 50
.
b. Make sure the
Switch
object is configured for the switch these
T-Servers should serve, as described in “Manual Configuration of
c.
Modify the configuration of the primary and backup T-Servers as instructed in the following sections.
After completing the configuration steps, ensure that both T-Servers are installed (see
60 Framework 7.6
Chapter 3: High-Availability Deployment Warm Standby Deployment
Manual Modification of T-Servers for Warm Standby
Modify the configuration of both the primary and backup T-Server
Application objects as described in the following sections.
Note:
Starting with release 7.5, you can configure multiple ports for any application of type server
. When multiple ports are configured for a server in a warm standby
redundancy pair, the number of ports, their
Port IDs, and the Listening Mode settings of the primary and backup servers must match respectively.
Procedure:
Modifying the primary T-Server configuration for warm standby
Start of procedure
1. Stop both the primary and backup T-Servers if they are already running.
2. Open the Configuration Manager main window.
3. Open the
Properties
dialog box of the
Application
object for the T-Server that you want to configure as a primary server.
4. Click the
Switches
tab.
5. Ensure that it specifies the Switch that this T-Server
Application
should serve. If necessary, select the correct
Switch
using the
Browse
button.
6. Click
Apply
to save the configuration changes.
7. Click the Server Info tab.
8. Specify the T-Server
Application
you want to use as the backup server.
Use the Browse button next to the Backup Server field to locate the backup
T-Server
Application
object.
9. Select Warm Standby as the Redundancy Type .
10. Click
Apply
to save the configuration changes.
11. Click the
Start Info
tab.
12. Select
Auto-Restart
.
13. Click Apply and OK to save the configuration changes.
End of procedure
Next Steps
•
Modifying the backup T-Server configuration for warm standby, page 62
T-Server—Deployment Guide 61
Chapter 3: High-Availability Deployment Hot Standby Deployment
Procedure:
Modifying the backup T-Server configuration for warm standby
Start of procedure
1. Make sure the two T-Servers are not running.
2. Open the Configuration Manager main window.
3. Open the
Properties
dialog box of the
Application
object for the T-Server that you want to configure as a backup server.
4. Click the
Switches
tab.
5. Using the
Browse
button, select the same
Switch
object you associated with the primary T-Server
Application
object.
6. Click
Apply
to save the configuration changes.
7. Click the Start Info tab.
8. Select
Auto-Restart.
9. Click
Apply
and
OK
to save the configuration changes.
End of procedure
Warm Standby Installation of Redundant T-Servers
The installation of a redundant T-Server is the same as that for the stand-alone
T-Server. If you have not installed the primary and backup T-Servers yet,
follow the instructions in “Manual Installation of T-Server” on page 52
for both installations.
Hot Standby Deployment
This section describes how to configure redundant T-Servers to work with the hot standby
redundancy type, including details on their connections and settings.
General Order of Deployment
Wizard
Deployment
The general guidelines for T-Server hot standby configuration are:
•
If you used wizards to configure T-Servers and selected the hot standby redundancy type, no additional configuration is required for your
T-Servers.
62 Framework 7.6
Chapter 3: High-Availability Deployment Hot Standby Deployment
Manual
Deployment
•
If you did not use wizards to configure T-Servers:
a. Manually configure two T-Server Applications objects as described in
“Configuring T-Server manually” on page 50 .
b. Make sure the
Switch
object is configured for the switch these
T-Servers should serve, as described in “Manual Configuration of
Telephony Objects” on page 48 .
c.
Modify the configuration of the primary and backup T-Servers as instructed in the following sections.
After completing the configuration steps, ensure that both T-Servers are installed (see
hot standby
redundancy support in various
T-Servers. For detailed, up-to-date information on the subject, see the Genesys
Supported Media Interfaces white paper located on the Technical Support website at http://genesyslab.com/support/dl/retrieve/ default.asp?item=A9CB309AF4DEB8127C5640A3C32445A7&view=item
.
Manual Modification of T-Servers for Hot Standby
Modify the configuration of both the primary and backup T-Server
Application objects for hot standby redundancy as described in the following sections.
Note:
Starting with release 7.5, you can configure multiple ports for any application of type server
. When multiple ports are configured for a server in a hot standby redundancy pair, the number of ports, their
Port IDs,
and the
Listening Mode
settings of the primary and backup servers must match respectively.
Procedure:
Modifying the primary T-Server configuration for hot standby
Start of procedure
1. Stop both primary and backup T-Servers if they are already running.
2. Open the Configuration Manager main window.
3. Open the
Properties
dialog box of the
Application
object for the T-Server that you want to configure as a primary server.
4. Click the
Switches
tab.
5. Ensure that it specifies the
Switch
that this T-Server
Application
should serve. If necessary, select the correct
Switch
using the
Browse
button.
T-Server—Deployment Guide 63
Chapter 3: High-Availability Deployment Hot Standby Deployment
6. Click
Apply
to save the configuration changes.
7. Click the
Server Info
tab.
8. In the
Ports
section, select the port to which the backup server will connect for HA data synchronization and click
Edit Port
.
Note:
For information on adding multiple ports, see “Configuring multiple ports” on page 51 .
a. In the Port Properties dialog box, on the Port Info tab, select the HA sync
check box.
b. Click
OK.
Note:
If the
HA sync
check box is not selected, the backup T-Server will connect to the default port of the primary T-Server.
9. Specify the T-Server Application you want to use as the backup server.
Use the
Browse
button next to the
Backup Server
field to locate the backup
T-Server
Application
object.
10. Select
Hot Standby
as the
Redundancy Type
.
11. Click
Apply
to save the configuration changes.
12. Click the
Start Info
tab.
13. Select
Auto-Restart
.
14. Click
Apply
to save the configuration changes.
15. To enable ADDP between the primary and backup T-Servers, click the
Options
tab. Open or create the backup-sync
section and configure corresponding options.
Note:
For a list of options and valid values, see the “Backup-
Synchronization Section” section of “T-Server Common
Configuration Options” chapter in Part Two of this document.
16. Click
Apply
and
OK
to save the configuration changes.
End of procedure
Next Steps
•
Modifying the backup T-Server configuration for hot standby, page 65
64 Framework 7.6
Chapter 3: High-Availability Deployment Hot Standby Deployment
Procedure:
Modifying the backup T-Server configuration for hot standby
Start of procedure
1. Make sure the two T-Servers are not running.
2. Open the Configuration Manager main window.
3. Open the
Properties
dialog box of the
Application
object for the T-Server that you want to configure as a backup server.
4. Click the
Switches
tab.
5. Using the
Browse
button, select the same
Switch
object you associated with the primary T-Server
Application
.
6. Click the
Server Info
tab.
7. In the Ports section, select the port to which the primary server will connect for HA data synchronization and click
Edit Port
.
Note:
For information on adding multiple ports, see “Configuring multiple ports” on page 51 .
a. In the
Port Properties
dialog box, on the
Port Info
tab, select the
HA sync check box.
b. Click
OK.
Note:
If the
HA sync
check box is not selected, the primary T-Server will connect to the default port of the backup T-Server.
8. Click
Apply
to save the configuration changes.
9. Click the
Start Info
tab.
10. Select
Auto-Restart
.
11. Click the Options tab.
12. Modify the values for all necessary configuration options. Genesys recommends that you set all configuration options for the backup T-Server to the same values as for the primary T-Server; the only exceptions are the log options and the server-id
option.
13. Click
Apply
and
OK
to save the configuration changes.
End of procedure
T-Server—Deployment Guide 65
Chapter 3: High-Availability Deployment Next Steps
Hot Standby Installation of Redundant T-Servers
The installation of a redundant T-Server is the same as that for the stand-alone
T-Server. If you have not installed the primary and backup T-Servers yet,
follow instructions in “Manual Installation of T-Server” on page 52
for both installations.
Next Steps
At this point, you have learned how to configure and install redundant
Chapter 4, “Multi-Site Support,” on page 67
, for more possibilities.
66 Framework 7.6
Chapter
4
Multi-Site Support
This chapter contains general information about multi-site environments, as well as information on deploying a multi-site environment for your T-Server.
This chapter is divided into the following sections:
Multi-Site Fundamentals, page 68
ISCC Call Data Transfer Service, page 69
Number Translation Feature, page 91
Network Attended Transfer/Conference Feature, page 99
Event Propagation Feature, page 101
ISCC Transaction Monitoring Feature, page 106
Configuring Multi-Site Support, page 107
Note:
Each switch/T-Server combination offers different multi-site options.
For details describing your specific switch/T-Server environment, refer
to Chapter 9, “T-Server Common Configuration Options,” on page 247 .
The following instructions apply to both local and remote switches and
T-Servers. Because different vendor switches can be installed at the local and remote locations, this chapter covers several, but not all, possible configurations. To help determine which sections of this chapter apply to your
situation, refer to Table 3 on page 83
For more information on your specific switch/T-Server environment, refer to the multi-site topics in Part Two of this guide.
T-Server—Deployment Guide 67
Chapter 4: Multi-Site Support Multi-Site Fundamentals
Multi-Site Fundamentals
A multi-site configuration has two or more switches that belong to the same enterprise or service provider and that share the Genesys Configuration
Database. (In some cases, this may include isolated partitions on a given switch served by different T-Servers.) The main goal of T-Server support for multi-site operations is to maintain critical information about a call as it travels from one switch to another.
T-Server supports multi-site operations using its Inter Server Call Control
(ISCC; formerly called External Routing), which supports the following functions:
•
Call matching—To link instances of a call distributed across multiple sites and to re-attach essential data associated with the call ( ConnID ,
UserData
, call history). The following T-Server features support this capability:
ISCC Call Data Transfer Service (active external routing)—when requested by a T-Server client by specifying the desired destination in the location
parameter, and also with various ISCC strategies performed by direct dial or by using the Transfer Connect Service. See
“ISCC Transaction Types” on page 74
.
Inter Server Call Control/Call Overflow (ISCC/COF) feature (passive external routing)—applicable when calls are overflowed to another site either directly or manually (see
Number Translation feature (see page 91
).
Network Attended Transfer/Conference (NAT/C) feature (see
Note:
When ISCC detects call instance reappearance on a given site, the call is assigned a unique ConnID and the user data is synchronized with the previous call instances. This ensures that
ConnID s assigned to different instances of the same call on a given site are unique.
•
Call data synchronization between associated call instances (ISCC
Event Propagation)—To provide the most current data to call instances residing on remote T-Servers. The following T-Server features support this capability:
User Data propagation (see page 101 )
Party Events propagation (see
)
Note:
ISCC automatically detects topology loops and prevents continuous updates.
68 Framework 7.6
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
Note:
In distributed networks, Genesys recommends using call flows that prevent multiple reappearances of the same call instance, and call topology loops. This approach ensures that all T-Servers involved with the call report the same ConnID , and also optimizes telephony trunk allocation (that is, it prevents trunk tromboning).
The T-Server configuration contains information about other T-Servers with which it will communicate. T-Server uses this information to connect with the other T-Servers. During this “handshake” process, T-Servers exchange information about the following parameters:
•
Protocol type
•
Switch type
•
Server name
•
Location name (switch name)
•
T-Server role (primary or backup)
To complete the handshake process, T-Servers exchange messages about the current condition of the links to their switches. After the handshake process is complete, T-Server is ready to support a multi-site operation.
ISCC Call Data Transfer Service
Because ISCC supports active external routing, T-Servers that serve different switches (usually on different sites) can exchange call data when a call is passed from one switch to another. With this functionality, T-Server provides its clients with the following additional information about each call received from another switch:
•
The
ConnID
of the call
•
Updates to user data attached to the call at the previous site
•
Call history
Note:
Load-sharing IVR Servers and Network T-Servers cannot be designated as the destination location for ISCC.
Figure 7 shows the steps that occur during a typical external routing (ISCC)
transaction. Note that the location where a call is initially processed is called the origination location, and the location to which the call is passed is called the destination location.
T-Server—Deployment Guide 69
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
Origination Location
Origination Switch
6. Call
Passing
5. Telephony Request to Move Call to
Destination Location
1. T-Library
Request for
ISCC routing
T-Server w/
ISCC feature
10. EventRemote-
Connection-
Success/Failure
T-Server Client
2. Routing Service
Availability Request
4. Routing Service
Availability Response
Destination Location
Destination Switch
7. Alerting Event
Processing
3. Routing Service
Availability Check
T-Server w/
ISCC feature
9. Processing
Result Notification
8. Call Arrival
Processing
Figure 7: Steps in the ISCC Process
ISCC Call Flow
The following section identifies the steps (shown in Figure 7 ) that occur during
an ISCC transfer of a call.
Step 1
A client connected to the T-Server at the origination location requests this
T-Server to pass a call with call data to another location. For this purpose, the client must specify the location
parameter (Attribute
Location
) when calling a corresponding T-Library function. ISCC processes the following T-Library requests:
• TInitiateConference
• TInitiateTransfer
• TMakeCall
• TMuteTransfer
• TRouteCall
• TSingleStepTransfer
Step 2
Upon receiving a client’s request, the origination T-Server checks that the:
1. Connection to the destination T-Server is configured in the origination
T-Server
Properties
dialog box.
2. The connection to the destination T-Server is active.
3. The destination T-Server is connected to its link.
4. The origination T-Server is connected to its link.
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Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
If these four conditions are met, the origination T-Server determines the transaction type that will be used for passing call data to another location in this transaction. The following possibilities exist:
•
The client can request what ISCC transaction type (or simply transaction
type) to use by specifying an appropriate key-value pair in the
Extensions attribute of the request. The key-value pair must have a key equal to iscc-xaction-type
and either an integer value as specified in the
TXRouteType
enumeration (see the Voice Platform SDK 7.6 .NET (or Java)
API Reference) or a string value equal to one of the following: default
, route , direct (or direct-callid ), direct-network-callid , direct-notoken , direct-ani
, direct-uui
, direct-digits
, reroute
, dnis-pool
, pullback
, or route-uui
.
•
If the client does not specify the transaction type in the request or specifies the default
transaction type, T-Server checks the Switch configuration for the transaction type configured in the
Access Code
(or
Default Access
Code
) properties:
If the
Route Type
property of the
Access Code
is set to any value other than default , T-Server uses the specified value as the transaction type.
If the
Route Type
property of the
Access Code
is set to the default value, T-Server uses the first value from the list specified in the
configuration option configured for the destination
T-Server. If no value has been specified for the cast-type
option, the default value of route
is used as the transaction type.
Note:
See “Switches and Access Codes” on page 108 for more
information on Access Codes and Default Access Codes.
After the origination T-Server determines the requested transaction type, it determines if the destination T-Server supports this transaction type.
You must list the transaction types T-Server supports in the
configuration option.
The origination T-Server issues a request for routing service availability and sends it to the destination T-Server. The T-Server request contains data that should be passed along with the call to the destination location. This data includes the transaction type,
ConnID
,
UserData,
and
CallHistory.
The timer specified by the request-tout
configuration option is set when the origination T-Server sends the request. If either the specified timeout expires or the call is abandoned before the origination T-Server receives a response from the destination T-Server, the operation is considered failed. In this scenario, the origination T-Server:
1. Generates a request to the destination T-Server to cancel the request for routing service.
2. Sends
EventError
to the client that requested the service.
3. Deletes information about the request.
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Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
Step 3
The destination T-Server receives the request for routing service availability and checks the requested type of routing. Depending on the ISCC transaction type, it stores the request information and, when appropriate, allocates access resources for the coming call. For example, an External Routing Point is allocated when the transaction type is route
, and a DNIS number is allocated when the transaction type is dnis-pool
.
Note:
The
and
configuration options determine how resources are allocated. Refer to
Chapter 9, “T-Server Common Configuration Options,” on page 247
for option descriptions.
If resources are unavailable, the request is queued at the destination location until a resource is free or the origination T-Server cancels the request. If the request is canceled, the destination T-Server deletes all information about the request.
If resources are unavailable because of incorrect configuration, the destination
T-Server returns an error event to the origination T-Server.
Step 4
If resources are available, the destination T-Server generates a positive response and the timer is started for the interval specified by the
configuration option of the destination T-Server.
Step 5
If the origination T-Server receives a negative response, it sends an
EventError message to the client and clears all data about the request.
If the origination T-Server receives the confirmation about routing service availability, it processes the client’s request and sends a corresponding message to the switch. The timer on the origination T-Server is also started for the interval specified by the
configuration option of the destination
T-Server.
Step 6
The origination switch processes the T-Server request and passes the call to the destination switch.
Step 7
If the call arrives at the destination switch, the switch generates an alerting event.
The destination T-Server waits for the call no longer than the interval specified by the timeout configured on the destination T-Server. If the call is not
72 Framework 7.6
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service received at the destination location within this interval, the destination
T-Server issues a failure notification to the origination T-Server, deletes all data about the request, and, when appropriate, frees the resources previously allocated for the request.
If either the specified timeout expires or the call is abandoned before the origination T-Server receives a response from the destination T-Server, the operation is considered failed. In this case, the origination T-Server:
1. Generates a request to the destination T-Server to cancel the request for routing service.
2. Responds to the client that requested the service in one of the following ways:
If the origination T-Server has already sent a response to the request the client sent in Step 1, the origination T-Server supplements its response with EventRemoteConnectionFailed .
If the origination T-Server has not yet sent a response to the client, the origination T-Server sends
EventError
.
3. Deletes information about the request.
Step 8
If the destination T-Server matches the arrived call, it updates the
ConnID
,
UserData, and CallHistory attributes with the data received in the request for routing service availability. The connection ID is updated as follows:
The arrived call is assigned the
ConnID
that is specified in the request for routing service availability, but only if this
ConnID
does not coincide with the
ConnID of a call that has existed at the destination site. If two such ConnID s are identical, the arrived call is assigned a new unique
ConnID
.
For direct-*
transaction types (where the asterisk stands for a callid
, uui
, ani
, or digits
extension), the call reaches the destination DN directly.
For the transaction types route and route-uui , the call first arrives at an
External Routing Point from which it is routed to the destination DN. The call info is updated when the call reaches the External Routing Point. An External
Routing Point is considered free when the first alerting event (
EventQueued
or
EventRouteRequest ) is distributed.
Please keep the following issues in mind when using the ISCC feature:
•
If routing from a dedicated External Routing Point to the destination DN fails, T-Server considers the transaction failed. However, the
ConnID
,
UserData,
and
CallHistory
attributes are updated. Then, T-Server attempts to route the call to one of the Default DNs configured for this External
Routing Point.
•
If the destination T-Server did not receive a request for routing service availability, but a call arrives at an External Routing Point, T-Server considers the call to be unexpected and routes the call to the DN specified
T-Server—Deployment Guide 73
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
by the dn-for-unexpected-calls
configuration option. When no alternative targets are defined, the call remains at the External Routing Point until diverted by the switch or abandoned by the caller.
For reroute
and pullback
transaction types, the call returns to the network location. For the dnis-pool
transaction type, the call reaches the destination
DN directly.
Step 9
If, in Step 8, the call does not arrive within the configured timeout, or the transaction fails, the destination T-Server sends a notification of failure to the origination T-Server.
Otherwise, the destination T-Server notifies the origination T-Server that the routing service was successful and deletes all information about the request.
Step 10
The origination T-Server notifies the client that the routing service was successful (or failed) and deletes all information about the request.
ISCC Transaction Types
As switches of different types provide calls with different sets of information parameters, a single mechanism for passing call data between the switches is not feasible in some cases. Therefore, the ISCC feature supports a number of mechanisms for passing call data along with calls between locations. This section describes ISCC transaction type principles, identifies which transaction types are supported for each T-Server, and defines each transaction type
(beginning with “direct-ani” on page 75
).
It is important to distinguish the two roles that T-Servers play in an external routing (ISCC) transaction—namely origination T-Server and destination
T-Server.
•
The origination T-Server initiates an ISCC transaction. It prepares to send the call to another T-Server and coordinates the process.
•
The destination T-Server receives call data from an origination T-Server and matches this data to a call that will arrive at some time in the future.
The distinction between these roles is important because the range of telephony-hardware functionality often requires T-Servers to support two entirely different sets of ISCC transactions based on which of the two roles they play. For instance, it is very common for a particular T-Server to support many types of ISCC transactions when it takes on the origination role, but fewer when it takes on the role of a destination T-Server.
The ISCC transaction type
Reroute
is a good example. Most T-Servers support
Reroute
as origination T-Servers, but very few support
Reroute
as destination
T-Servers.
74 Framework 7.6
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
Determining and Configuring Transaction Type
Support
You can find descriptions of these transaction types starting on
Table 3 on page 83 to identify the transaction types your destination T-Server
supports. A blank table cell indicates that T-Server does not support a certain transaction type.
You can configure the transaction types specific to your T-Server as values of
configuration option specified in the ISCC configuration section extrouter
ISCC Transaction Type General Principles
Generally, since most of the ISCC implementation is done at the T-Server
Common Part (TSCP) code level, all T-Servers support certain ISCC transaction types. Any T-Server can act as the origination T-Server for the following transaction types:
•
direct-ani
,
•
direct-notoken
,
•
dnis-pool
•
pullback
,
•
reroute ,
•
route
(aliased as route-notoken
), the default transaction type,
The following transaction types are unevenly supported for both the origination and destination T-Server roles:
•
direct-callid (aliased as direct ),
•
direct-digits
(reserved for Genesys Engineering)
•
direct-network-callid
•
direct-uui
,
•
route-uui ,
The
reroute
and pullback
transaction types are supported only for selected
T-Servers in the destination role. However, if you implement this support, other transaction types require additional configuration and testing—even those that would normally be supported by default.
direct-ani
With the transaction type direct-ani
, the
ANI
network attribute is taken as the parameter for call matching. Properly configured switches and trunks can keep the
ANI
attribute when a call is transferred over the network. T-Server is capable of using this network feature for call matching.
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Warnings!
• Depending on the switch platform, it is possible to inherit the
ANI attribute after routing a call to a remote destination, and after performing a Single-Step Transfer and other telephone actions.
However, ISCC only works properly in scenarios where the
ANI attribute on the destination T-Server is represented by exactly the same digit string as on the origination T-Server.
• Typically, the ANI attribute represents the original call identifier
(customer phone number), which guarantees that the attribute remains unique. However, you can use the non-unique-ani resource type to block ISCC from matching calls based on an ANI
that is known to be non unique. (See “Configuring access resources for non-unique ANI” on page 117
for details.)
Notes:
• Some switches, such as Nortel Communication Server 2000/2100
(formerly DMS-100) and Avaya Communication Manager
(formerly DEFINITY ECS (MV) , may omit the
ANI
attribute for internal calls—that is, for calls whose origination and destination
DNs belong to the same switch. If this is the case, do not use the direct-ani
transaction type when making, routing, or transferring internal calls with the ISCC feature.
• When the direct-ani transaction type is in use, the Number
Translation feature becomes active. See “Number Translation
for more information on the feature configuration.
• With respect to the direct
transaction types, Network T-Servers and load-sharing IVR Servers are not meant to play the role of destination T-Servers for call routing. Using Network T-Server with these transaction types requires special architecture.
direct-callid
With the transaction type direct-callid
, the call reaches the destination DN directly from another location, and the
CallID
of the call is taken as the attribute for call matching. When a call arrives at the final destination, the destination T-Server identifies its
CallID
, and updates the call info if the
CallID matches.
Use this transaction type when the destination switch has the capability to assign to an incoming call the same network-wide unique CallID that the origination switch has already assigned to that call.
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Notes:
• The direct-callid
transaction type is used only in conjunction with the
TRouteCall
and
TSingleStepTransfer
function calls. They are applied only to the call that is in progress, and do not apply to functions that involve in the creation of a new call (for example,
TMakeCall
.)
• For T-Server for Nortel Communication Server 2000/2100, the direct-callid transaction type is also applied to the TMuteTransfer function.
direct-network-callid
With the transaction type direct-network-callid
, the call reaches the destination DN directly from another location, and the
NetworkCallID
of the call is taken as the attribute for call matching. When a call arrives at the final destination, the destination T-Server identifies its NetworkCallID , and updates the call info if the
NetworkCallID
matches.
Use this transaction type when the destination switch has the capability to assign to an incoming call the same network-wide unique
NetworkCallID
that the origination switch has already assigned to that call.
Note:
To support this transaction type, you must configure
Target Type
and
ISCC Protocol Parameters
fields of the corresponding
Switch Access
Code
in the Configuration Layer. Refer to Part Two of this document for information about settings specific for your T-Server type.
direct-uui
With the transaction type direct-uui
, so-called user-to-user information (UUI) is taken as the attribute for call matching. Some switches make it possible to send a small data packet along with a call. T-Server can use this data to recognize a call passed from one switch to another. The destination T-Server generates a local unique value for
UUI
, and then notifies the origination
T-Server .
The origination T-Server uses a provided value to mark the call coming from the origination location. The destination T-Server receives a call and checks whether it is marked with an exact
UUI
value. If so, the call is considered as matched.
On the Avaya Communication Manager and the Aspect ACD, UUI is referred to as “user-to-user information.” On the Siemens Hicom 300 switch with
CallBridge, UUI is referred to as “Private User Data.” On the Alcatel A4400/
OXE switch, UUI is referred to as “correlator data.”
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Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
Note:
To support this transaction type, you must configure your switches to pass the UUI provided by your T-Server. Moreover, the trunks involved must not drop this data.
direct-notoken
With the transaction type direct-notoken
, T-Server expects a call to arrive from another location to the destination DN specified in the request for routing service availability. When a call reaches the specified DN, T-Server processes the call as the expected externally routed call.
Notes:
• This matching criterion is weak because any call that reaches the specified DN is considered to be the expected call. Genesys recommends that you use this transaction type only in a contact center subdivision that can be reached from within the contact center only (for example, the second line of support, which customers cannot contact directly).
• With respect to the direct
transaction types, Network T-Servers and load-sharing IVR Servers are not meant to play the role of destination T-Servers for call routing. Using Network T-Server with these transaction types requires special architecture.
dnis-pool
With the dnis-pool
transaction type, T-Server reserves one of its DNIS access resources and waits for the call that has the same
DNIS
attribute as the name of the reserved DNIS access resource.
If the arrived call is matched successfully, the destination T-Server may update the value of the
DNIS
attribute of the call (along with
ConnID
,
UserData
, and
CallHistory
) with the value of the
DNIS
attribute of the original call. This occurs when the value of the
DNIS
attribute of the original call is specified as a value of the key-value pair
_ISCC_TRACKING_NUMBER_
in the
Extensions
attribute of the original client request.
The DNIS matching can be based on any number of digits out of all the digits that comprise the
DNIS
attribute. The number of digits that T-Server should use for DNIS matching is specified for the destination switch as the ISCC Protocol
Parameters
property of the Switch Access Code. The value syntax should be as follows: dnis-tail=<number-of-digits>
For example, if this property is set to the dnis-tail=7
value, ISCC matches only the last seven digits of a DNIS.
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You must configure DNIS access resources in the switch; otherwise, ISCC fails to use this transaction type and sends EventError in response to the client application request.
Note:
The dnis-pool
transaction type is typically used for networks employing a “behind the SCP” architecture—network IVR. Network
T-Server for GenSpec and IServer are two examples of this, but other
Network T-Servers might also be used in this architecture.
In Load-Balancing Mode
When T-Server uses load balancing for call routing with the dnis-pool transaction type, the following processes occur:
1. A client of the origination T-Server sends a request to pass a call to the location with a DNIS access resource specified in the key-value pair iscc-selected-dnis.
2. The origination T-Server distributes the request for a routing service to all destination T-Servers.
3. The destination T-Servers receive the request and check that the specified
DNIS is not being used by another routing service request.
4. The origination T-Server expects to receive a positive response from each destination T-Server. If the origination T-Server receives a negative response from at least one T-Server, it sends an
EventError
to the client and clears all data about the request. If the origination T-Server receives the confirmation about routing service availability from all destination
T-Servers, it processes the client’s request and sends a corresponding message to the switch.
5. The origination switch processes the T-Server request and passes the call to the destination switch.
6. The call arrives at the destination switch, which generates an alerting event to one of the corresponding load-balanced destination T-Servers.
7. That destination T-Server processes the call and notifies the origination
T-Server that the routing service was successful and deletes all information about the request.
8. The origination T-Server sends a routing service request cancellation to all other destination T-Servers.
9. The origination T-Server notifies the client that the routing service has been successful and deletes all information about the request.
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pullback
Pullback
is used in the following scenario, for those T-Servers that support it:
1. A call arrives at Site A served by a Network T-Server.
2. At Site A, a Network T-Server client requests to pass the call by means of
ISCC routing to Site B served by a premise T-Server. Any transaction type except reroute
or pullback
can be specified in this request.
3. The call arrives at Site B and is either answered by an agent or delivered to a routing point.
4. A client of the premise T-Server at Site B sends a TRouteCall ,
TSingleStepTransfer
, or
TGetAccessNumber
request to transfer the call to the network.
5. The Site B premise T-Server notifies the Network T-Server about this request.
6. The network T-Server receives the notification and issues an
EventRouteRequest
to obtain a new destination.
7. After receiving the new destination information, the Network T-Server disconnects the call from its current premise location at Site B and attempts to route the call to the new destination.
8. The Site B premise T-Server stops tracking the call, which has disconnected from the premise’s agent DN or routing point and is delivered to the network.
9. The network T-Server completes routing the call to its new destination.
Note:
The transaction type pullback can be used only to return a call from a premise T-Server to the Network T-Server that serves the site from which the call was previously transferred.
reroute
Only Network T-Servers use the transaction type reroute
, and only in the following scenario:
1. A call arrives at Site A served by a Network T-Server.
2. At site A, a Network T-Server client requests to pass the call by means of
ISCC to Site B served by a premise T-Server. Any transaction type except reroute
or pullback
can be specified in this request.
3. An agent at Site B answers the call.
4. A client of the premise T-Server at Site B sends a
TSingleStepTransfer
or
TRouteCall
request to transfer the call elsewhere (to a PSTN, to an agent, or to a routing point).
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5. The Site B premise T-Server notifies the Network T-Server about this request and releases the call leg that resides at the agent’s phone (using
TReleaseCall
) or at the Routing Point (using
TRouteCall
with the parameter
RouteTypeCallDisconnect
).
6. The Network T-Server receives the notification and reroutes the call to the requested destination—that is, it sends
EventRouteRequest
and attaches the call’s user data.
Notes:
• The transaction type reroute
can be used only to return a call from a premise T-Server to the Network T-Server that serves the site from which the call was previously transferred.
• To perform multi-site operations that are initiated with TRouteCall and for which the reroute
transaction type is requested, the origination T-Server must support the
RouteTypeCallDisconnect subtype of
TRouteCall
.
route
With the transaction type route
(aliased as route-notoken), a call from the origination location reaches a dedicated External Routing Point, and from there, it is routed to a destination DN.
To control configured External Routing Points, T-Server must register these
DNs with the switch. Failure to register implies that the External Routing Point is not available for ISCC purposes. Client applications can register External
Routing Points via T-Server for monitoring purposes only.
Point-to-Point (One-to-One)
In the Point-to-Point access mode, only one trunk line is used to access an
External Routing Point (for example, VDN, CDN) at the destination site. See
Trunk Line 1
Trunk Line 2
Trunk Line 3
External Routing Point 1
External Routing Point 2
External Routing Point 3
Figure 8: Point-to-Point Trunk Configuration
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Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
Note:
Dedicated DNs of the
External Routing Point
type must be configured
in a switch. See “Configuring Multi-Site Support” on page 107 .
Multiple-to-Point (Multiple-to-One)
In the Multiple-to-Point access mode, trunk lines are assigned to the destination switch’s trunk group, from which calls are routed to the final
.
Trunk Line 1
Trunk Line 2
External Routing Point
Trunk Line 3
Figure 9: Multiple-to-Point Trunk Configuration
With this configuration, all calls reach the same External Routing Point. The
DNIS
attribute of a specific call differs from that of other calls and uniquely identifies the trunk from which the call arrived.
Note:
To switch to this operating mode, you must configure the
configuration option for T-Server.
route-uui
The route-uui transaction type employs the dedicated External Routing Point feature of the route
transaction type (
page 81 ) and the UUI matching feature of
the direct-uui
transaction type (
page 77 ). This transaction type accommodates
those switches that require a designated External Routing Point even though they use UUI for tracking.
Note:
To support this transaction type, you must configure your switches to pass the UUI provided by your T-Server. Moreover, the trunks involved must not drop this data.
T-Server Transaction Type Support
Table 3 shows which transaction types are supported by a specific T-Server.
Use this table to determine the transaction types that are available for use with
82 Framework 7.6
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you specify in the configuration options for your T-Server, and to any client-designated route-type requests specified for transfers of calls. A blank table cell indicates that T-Server does not support a certain transaction type.
Table 3: T-Server Support of Transaction Types
T-Server
Type
Transaction Type route one-toone multipleto-one reroute directcallid directuui / routeuui directnotoken directani directdigits directnetworkcallid dnispool pullback
Yes Yes Yes Yes Alcatel
A4200/OXO
Alcatel
A4400/OXE
Aspect ACD
Yes
Yes
Avaya
Communication Manager
Yes
Avaya INDeX Yes
Yes
Yes a,b,c
Yes
Yes
Yes
Yes d
Yes
Yes
Yes f
Yes
Yes
Yes e
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Avaya TSAPI Yes
Cisco
CallManager
Yes
Yes DataVoice
Dharma
Digitro
AXS/20
Yes
EADS
Intecom
M6880
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes Yes Yes Yes EADS
Telecom
M6500 eOn eQueue
Ericsson
MD110
Yes
Yes
Yes
Yes
Yes
Yes Yes
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Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
Table 3: T-Server Support of Transaction Types (Continued)
Nortel
Communication Server
1000 with
SCCS/MLS
Philips Sopho iS3000
Radvision iContact
Rockwell
Spectrum
Samsung
IP-PCX IAP
Siemens
Hicom 300/
HiPath 4000
CSTA I
Siemens
HiPath 3000
T-Server
Type
Transaction Type route one-toone multipleto-one reroute directcallid directuui / routeuui directnotoken directani directdigits directnetworkcallid dnispool pullback
Yes Fujitsu F9600 Yes
Huawei
C&C08
Yes
Huawei NGN Yes
Yes
Yes Yes
Yes
Yes
Yes
Yes Mitel SX-
2000/MN3300
NEC NEAX/
APEX
Yes Yes Yes Yes
Yes
Yes
Nortel
Communication Server
2000/2100
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
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Table 3: T-Server Support of Transaction Types (Continued)
T-Server
Type
Siemens
HiPath 4000
CSTA III
Siemens
HiPath DX
SIP Server
Yes
Yes
Tadiran Coral Yes
Teltronics
20-20
Yes
Tenovis
Integral 33/55
Yes
Transaction Type route one-toone multipleto-one reroute
Yes
directcallid directuui / routeuui directnotoken directani directdigits directnetworkcallid dnispool
Yes Yes
pullback
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Network T-Servers
AT&T
Concert
CRSP
DTAG
GenSpec
IVR Server, using network configuration
KPN
ISCP
MCI
NGSN
Network SIP
Server
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes Yes
Yes
Yes
Yes
Yes
Yes
Yes
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Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
Table 3: T-Server Support of Transaction Types (Continued)
T-Server
Type route one-toone multipleto-one reroute directcallid directuui / routeuui directnotoken directani directdigits directnetworkcallid dnispool pullback
Yes
Transaction Type
Sprint
SR-3511
Stentor a. Not supported in the case of function
TRequestRouteCall
on a virtual routing point: a routing point can be simulated using a hunt group with calls being deflected or transferred from the hunt-group member when routing. When a two-step (typically mute) transfer is used on such a hunt-group member, CallID and ANI usually change; thus, the direct-callid
and direct-ani
types do not work.
b. Not supported in the case of function
TSingleStepTransfer
when the T-Server service is simulated using a two-step transfer to the switch. In this case, CallID and ANI change; thus, the direct-callid and direct-ani types do not work.
c. Not supported if two T-Servers are connected to different nodes.
d. There are some switch-specific limitations when assigning CSTA correlator data UUI to a call.
e. Supported only on ABCF trunks (Alcatel internal network).
f. To use this transaction type, you must select the Use Override check box on the Advanced tab of the DN
Properties
dialog box.
Transfer Connect Service Feature
The Transfer Connect Service (TCS) feature supports transfer connect services available on some telephony networks. When this feature is enabled, ISCC passes user data to remote locations to which calls are transferred or conferenced using transfer connect services.
Procedure:
Activating Transfer Connect Service
Start of procedure
1. Open the T-Server Application’s Properties dialog box.
2. Click the
Options
tab.
3. Set the
configuration option to always.
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4. Set the
configuration option to the number of a DN on the origination switch.
ISCC uses this DN as an intermediate step when sending calls to the remote location. The DN that is configured as tcs-queue
receives attached data indicating the Feature Access Code (FAC) needed to reach the remote site. After a call is directed to the DN with data, a monitoring application takes the data and generates the required DTMF (dual-tone multifrequency) tones to redirect the call through the network to the remote location.
5. When you are finished, click
Apply
.
6. Click
OK
to save your changes and exit the
Properties
dialog box.
End of procedure
Note:
With T-Server for Avaya Communication Manager, you can use
RequestRouteCall
with
RouteTypeOverwriteDNIS
to initiate the playing of DTMF tones. This is done through the use of another intermediate
DN (typically, an announcement port configured to give the silence treatment), to which the call is routed. When the call is established on this DN, T-Server requests that the digits sent in the
DNIS
field of the
TRequestRouteCall
be played via the
ASAI-send-DTMF-single procedure.
ISCC/COF Feature
The Inter Server Call Control/Call Overflow (ISCC/COF) feature of T-Server, that supports passive external routing, is specifically designed to handle calls delivered between sites by means other than ISCC. Such scenarios include contact center overflows and manual call transfers.
An overflow situation occurs when a call comes into a contact center where all agents are currently busy. In this situation, the switch can transfer (overflow) the incoming call to another site where there is an available agent.
T-Server uses two methods to handle call overflow and manual transfer scenarios. The first method is based on
NetworkCallID
matching and the second method is based on
ANI/OtherDN
matching.
When connected to each other via switch-specific networks, switches of some types can pass additional information along with transferred calls. This information may contain the
NetworkCallID
of a call, which is a networkwide unique identifier of the call.
When connected via a regular PSTN, switches of all types can send the
ANI and/or OtherDN attributes to the destination switch during any call transfer operation.
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While all T-Servers support the ISCC/COF feature using the
ANI
and/or
OtherDN attributes, only a few support this feature using the NetworkCallID attribute.
Table 4 shows the switches that provide the
NetworkCallID
of a call.
Table 4: T-Server Support of NetworkCallID for ISCC/COF Feature
T
-
Server Type
Alcatel A4400/OXE
Aspect ACD
Avaya Communication Manager
Avaya TSAPI
Nortel Communication Server 2000/2100
Nortel Communication Server 1000 with
SCCS/MLS
Rockwell Spectrum
Supported NetworkCallID
Attribute
Yes
Yes
Yes
Yes
Yes
Yes
Yes
The ISCC/COF feature can use any of the three attributes (
NetworkCallID
,
ANI
, or
OtherDN
) as criteria for matching the arriving call with an existing call at another location. Consequently, the attribute that is used determines what
ConnID , UserData , and CallHistory are received for the matched call from the call’s previous location.
Warning!
Depending on the switch platform, it is possible to inherit the ANI attribute after routing a call to a remote destination, and after performing a Single-Step Transfer and other telephone actions.
However, ISCC/COF works properly only in scenarios where the
ANI
attribute on the destination T-Server is represented by exactly the same unique digit string as on the origination T-Server.
Typically the ANI attribute represents the original call identifier
(customer phone number), which guarantees that the attribute remains unique.
Note:
When the ISCC/COF feature is in use, the Number Translation feature
becomes active. See “Number Translation Feature” on page 91
for more information on the feature configuration.
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Chapter 4: Multi-Site Support ISCC/COF Feature
Site A
Agent
1. Call Made/
Transferred to
Another
Location
ISCC/COF Call Flow
shows the sequence of steps that occur in an ISCC/COF scenario when a call is made or transferred by an agent at Site A to a DN at Site B, or when a call is overflowed from Site A to Site B.
Origination Switch
Destination Switch
Site B
2. Call
Passing
T-Server w/
ISCC feature
4. Call Data
Request
6. Call Data
Passing
3. Arrived Call
Notification
8. Event
Distribution
T-Server w/
ISCC feature
5. Call Data Waiting
7. Call Data Update
9. Info Clearing
T-Server
Client
Figure 10: Steps in the ISCC/COF Process
Step 1
An agent makes or transfers a call manually to another location or a call is overflowed from Site A (origination location) to Site B (destination location).
Step 2
Switch A (the origination switch) passes the call to Switch B (the destination switch).
Step 3
The call reaches the destination switch, which notifies the destination T-Server about the arrived call.
Step 4
The destination T-Server verifies with remote locations whether the call was overflowed from any of them.
To determine which calls to check as possibly overflowed, T-Server relies on the
Switch
object configuration:
•
If no COF DNs (that is, DNs of the
Access Resources
type with the
Resource Type
set to cof-in
or cof-not-in
) are configured for the destination switch, the ISCC/COF feature of the destination T-Server checks all arriving calls.
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Chapter 4: Multi-Site Support ISCC/COF Feature
•
If a number of COF DNs are configured for the destination switch, one of three scenarios occurs:
If the COF DNs with the cof-in
setting for the
Resource Type
property are configured, the ISCC/COF checks for overflow only those calls that arrive to those cof-in
DNs that are
Enabled
.
If no DNs with the cof-in setting for the Resource Type property are configured, but some DNs have the cof-not-in
setting for the
Resource
Type
property, the ISCC/COF checks for overflow only those calls that arrive to those cof-not-in
DNs that are
Disabled
.
If no DNs with the cof-in setting for the Resource Type property are configured, some DNs have the cof-not-in
setting for the
Resource
Type
property, and some other DNs do not have any setting for the
Resource Type
property, the ISCC/COF checks for overflow only those calls that arrive to the DNs without any setting for the Resource Type property.
•
In all other cases, no calls are checked for overflow.
To determine which location the call arrived from, T-Server checks the call type and checks whether the call has the
NetworkCallID
,
ANI
, or
OtherDN attribute:
•
If the call is not an inbound call, the request for call data is sent to all remote locations except those whose Switch Access Code has the ISCC
Call Overflow Parameters property set to inbound-only=true .
•
If the call of any type has the
NetworkCallID
attribute, the destination
T-Server sends a request for call data to the remote locations of the same switch type as the destination location if their Switch Access Codes have the ISCC Call Overflow Parameters property set to match-callid .
•
If the call of any type has the
ANI
or
OtherDN
attribute, the request for call data is sent to remote locations whose Switch Access Code has the ISCC
Call Overflow
Parameters
property set to match-ani
.
Step 5
The destination T-Server waits (suspending events related to that call) for the call data from the remote T-Server for the time interval specified in the
configuration option. Within this interval, T-Server holds any
events related to the call. In addition, the cof-ci-defer-delete
option on the origination T-Server establishes the time interval only after which that
T-Server deletes the call information. And the
,
if set to true, forces the origination T-Server to wait for responses related to possible call overflow situations before updating call data.
Step 6
The T-Server at the location from which the call was transferred or overflowed sends call data to the requesting T-Server.
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Step 7
If a positive response to the call-data request is received, T-Server updates
ConnID
,
UserData
, and
CallHistory
, distributes all suspended events related to that call and deletes all information regarding the transaction (Step 9).
Step 8
If the timeout set by
expires, T-Server distributes all
suspended events, and starts the timeout specified by the cof-rci-tout
option.
If a positive response is received within the timeout set by cof-rci-tout,
T-Server updates the
ConnID, UserData, and
CallHistory
and notifies client applications by distributing
EventPartyChanged.
Step 9
T-Server deletes all information regarding the transaction when one of these results occurs:
•
The first positive response to the call-data request is received.
•
Negative responses from all queried locations are received.
•
The timeout specified by the cof-rci-tout option expires.
Number Translation Feature
The Number Translation feature of T-Server extends the ISCC/COF and direct-ani
transaction type functions to provide more flexibility for handling calls distributed across multiple sites. T-Server translates the input string (ANI string) into a number defined by the translation rules. This processing is called number translation. T-Servers participating in handling calls at multiple sites exchange the translated numbers in order to match the call instances.
The translation process involves two algorithms, one for rule selection and the other for the actual translation. Through the first algorithm, T-Server selects a rule that will be used for number translation. Through the second algorithm,
T-Server translates the number according to the selected rule definition. See
“Number Translation Rules” on page 92
for more information on configuring rules for your environment.
Number translation occurs as follows:
1. The switch reports a number, typically via
AttributeANI
.
2. T-Server evaluates all configured inbound rules to determine which one is the best fit for the received number. The best fit is determined by comparing the length of, and the specific digits in, the input number with
the inbound pattern of each configured rule. See “Rule Examples” on page 96 for specific examples.
3. T-Server translates the number according to the selected rule.
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Chapter 4: Multi-Site Support Number Translation Feature
To enable T-Server to translate numbers, you must perform specific
configuration tasks that are associated with translation. See “Configuring
Number Translation” on page 98
.
Number Translation Rules
T-Server uses the number translation rules that you define in the T-Server configuration object in two ways:
•
Rule selection—To determine which rule should be used for number translation
•
Number translation—To transform the number according to the selected rule
Using ABNF for Rules
The number translation rules must conform to the following syntax, represented using Augmented Backus-Naur Form (ABNF) notation. For more information about ABNF, see RFC 2234, “Augmented BNF for Syntax
Specifications: ABNF.”
Note:
The notations are explained starting at the highest level, with the name of a component notation and a basic definition of each component that comprises it. Some components require more detailed definitions, which are included later in this section.
Common Syntax Notations
Syntax notations common to many of these rules include:
•
*
—Indicates that 0 to an infinite number of the item following this symbol are acceptable.
•
1*
—Indicates that one repetition is required. For T-Server, only one instance is acceptable.
•
/
—Indicates that any of the items mentioned, or a combination of those items, is acceptable.
Component Notations
Component notations include:
• dialing-plan = *dialing-plan-rule
where: dialing-plan-rule represents the name of the rule. Each rule must have a unique name. There are no other naming restrictions, and you do not need to model your names according to the examples in this chapter.
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The rules are represented as separate options in the configuration. Also, fields from a rule are represented as parameters in a single option string.
• rule = [name] in-pattern [out-pattern]
where:
[name] is the name for the rule option, for example, rule-01.
In ABNF notation, the brackets
[]
indicate that 0 or 1 instance of the component is required. However, for T-Server, a name is required.
in-pattern
is the part of the rule to which T-Server looks when attempting to match the input number.
[out-pattern]
is the part of the rule that instructs T-Server on how to translate the input number into the required format. The brackets indicate that either 0 or 1 instance is required. You must create an out-pattern for number translation rules.
• name = *( ALPHA / DIGIT / "-") where:
ALPHA indicates that letters can be used in the name for the rule option.
DIGIT indicates that numbers can be used in the name for the rule option.
“-”
indicates that a dash (
-
) can also be used in the option name, for example, rule-01.
• in-pattern = 1*(digit-part / abstract-group)
where: digit-part
represents numbers. T-Server uses this when selecting the most appropriate rule from the entire dialing plan. abstract-group
represents one or more letters with each letter representing one or more numbers. T-Server uses this when transforming a dial string.
For example,
[1-9] is the digit-part
(representing a range of numbers) and
ABBB
is the abstract-group for in-pattern=[1-9]ABBB
.
• out-pattern = 1*(symbol-part / group-identifier) *param-part
where: symbol-part
represents digits, symbols, or a combination. Symbols are rarely used. They are not used in the United States.
group-identifier are letters that represent groups of numbers. A letter in the out-pattern
represents one or more digits, based on the number of times the letter is used in the in-pattern.
*param-part
represents an additional parameter, such as phone-context.
Reminder: an asterisk means that 0 to an infinite number of these are acceptable.
For example, in rule-04; in-pattern=1AAABBBCCC;out-pattern=91ABC, 91 is the symbol-part
;
A, B,
and
C
are group-identifiers in the out-pattern
, each representing three digits, since there are three instances of each in the in-pattern
.
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Note:
Prefix an out-pattern
value with a plus sign (+) for the inbound rule when the output must be in a global form (E.164 format).
• digit-part = digits / range / sequence
where: digits
are numbers 0 through 9.
range is a series of digits, for example, 1-3.
sequence is a set of digits.
• symbol-part = digits / symbols
where: digits are numbers 0 through 9.
symbols include such characters as
+, -,
and so on.
• range = "[" digits "-" digits "]" group-identifier
where:
"[" digits "-" digits "]"
represents the numeric range, for example,
[1-2]
.
group-identifier represents the group to which the number range is applied.
For example,
[1-2]
applies to group identifier
A
for in-pattern=[1-2]ABBB.
When T-Server evaluates the rule to determine if it matches the number, it examines whether the first digit of the number, identified as group-identifier A
, is
1
or
2.
• sequence = "[" 1*(digits [","] ) "]" group-identifier
where:
"
[" 1*(digits [","] ) "]"
represents a sequence of digits, separated by commas, and bracketed. T-Server requires that each digit set have the same number of digits. For example, in
[415,650]
the sets have three digits.
group-identifier
represents the group to which the number sequence is applied.
For example, in in-pattern=1[415,650]A*B, [415,650]
applies to group-identifier A . When T-Server evaluates the rule to determine if it matches the number, it examines whether the three digits
( group-identifier A
) following the 1 in the number are
415 or
650.
• abstract-group = fixed-length-group / flexible-length-group / entity
where: fixed-length-group
specifies a group composed of a specific number of digits and determined by how many times the group identifier is included in the in-pattern.
For example, for in-pattern=1AAABBBCCCC, there are three digits in group
A
and
B
but four in group
C.
When you create an out-pattern
, you include the group identifier only once because the in-pattern
tells T-Server how many digits belong in
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that group. For example, rule-04
(see
) is in-pattern=1AAABBBCCCC; out-pattern=91ABC.
flexible-length-group
specifies a group composed of 0 or more digits in the group represented by the group-identifier.
For example, in in-pattern=1[415,650]A*B, *B
represents the flexible length group containing the remaining digits in the number.
entity
represents digits defined for a specific purpose, for example, country code.
The component
abstract-group
is used only for the in-pattern
.
• fixed-length-group = 1*group-identifier
See the earlier explanation under abstract-group.
• flexible-length-group = "*" group-identifier
See the earlier explanation under abstract-group.
• entity = "#" entity-identifier group-identifier
where:
“#”
indicates the start of a Country Code entity-identifier
.
entity-identifier
must be the letter
C
which represents Country Code when preceded by a pound symbol (
#
)
.
Any other letter following the
# causes an error.
group-identifier
represents the Country Code group when preceded by
#C.
The entity
component is a special group that assumes some kind of predefined processing, such as the Country Code detection.
• param-part = ";" param-name "=" param-value
where:
“;” is a required separator element.
param-name
is the name of the parameter.
“=”
is the next required element.
param-value
represents the value for param-name.
• param-name = "ext" / "phone-context" / "dn"
where:
“ext”
refers to extension.
“phone-context”
represents the value of the phone-context
option configured on the switch.
“dn”
represents the directory number.
• param-value = 1*ANYSYMBOL
where:
ANYSYMBOL
represents any number, letter, or symbol with no restrictions.
• group-identifier = ALPHA
• entity-identifier = ALPHA
• digits = 1*DIGIT
• symbols = 1*("-" / "+" / ")" / "(" / ".")
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Recommendations for Rule Configuration
The configuration of rules for inbound numbers usually depends on the settings in the corresponding PBX. These settings often define the form in which the PBX notifies its client applications about the number from which an inbound call is coming.
As a general guideline, configure rules that define how to process calls from:
•
Internal numbers.
•
External numbers within the same local dialing area.
•
External numbers within the same country.
•
International numbers.
Rules for inbound numbers, typically for North American locations, might look like this:
1. Two rules to transform internal numbers (extensions): name=rule-01;in-pattern=[1-9]ABBB;out-pattern=AB name=rule-02;in-pattern=[1-9]ABBBB;out-pattern=AB
2. A rule to transform local area code numbers (in
333-1234
format in this example): name=rule-03;in-pattern=[1-9]ABBBBBB;out-pattern=+1222AB
3. A rule to transform U.S. numbers (in
+1(222)333-4444
format): name=rule-04;in-pattern=1AAAAAAAAAA;out-pattern=+1A
4. A rule to transform U.S. numbers without the
+1
prefix (in
(222)333-4444 format): name=rule-05;in-pattern=[2-9]ABBBBBBBBB;out-pattern=+1AB
5. A rule to transform U.S. numbers with an outside prefix (in
9 +1(222)333-4444
format): name=rule-06;in-pattern=91AAAAAAAAAA;out-pattern=+1A
6. A rule to transform international numbers with an IDD (international dialing digits) prefix (in
011 +44(111)222-3333
format): name=rule-07;in-pattern=011*A;out-pattern=+A
7. A rule to transform international numbers without an IDD prefix (in
+44(111)222-3333
format): name=rule-08;in-pattern=[2-9]A*B;out-pattern=+AB
Rule Examples
This section provides examples of six rules that are configured as options in the Genesys Configuration Database. It also provides examples of how
T-Server applies rules to various input numbers.
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rule-01 rule-02 rule-03 rule-04 rule-05 rule-06
Example 1
Example 2
Example 3
Rules
in-pattern=[1-8]ABBB;out-pattern=AB in-pattern=AAAA;out-pattern=A in-pattern=1[415,650]A*B;out-pattern=B in-pattern=1AAABBBCCCC;out-pattern=91ABC in-pattern=*A913BBBB;out-pattern=80407913B in-pattern=011#CA*B;out-pattern=9011AB
Examples
Here are examples of how T-Server applies configured above rules to various input numbers.
T-Server receives input number
2326.
As a result of the rule selection process, T-Server determines that the matching rule is rule-01: name=rule-01;in-pattern=[1-8]ABBB;out-pattern=AB
The matching count for this rule is
1,
because Group
A
matches the digit
2.
As a result of the parsing process, T-Server detects two groups: Group
A = 2 and Group
B = 326.
T-Server formats the output string as
2326.
T-Server receives input number
9122.
As a result of the rule selection process, T-Server determines that the matching rule is rule-02: name=rule-02;in-pattern=AAAA;out-pattern=A
The matching count for this rule is
0;
however, the overall length of the input number matches that of the in-pattern configuration.
As a result of the parsing process, T-Server detects one group: Group
A =
9122.
T-Server formats the output string as
9122.
T-Server receives input number
16503222332.
As a result of the rule selection process, T-Server determines that the matching rule is rule-03: name=rule-03;in-pattern=1[415,650]A*B;out-pattern=B
The matching count for this rule is
4,
because the first digit matches and all three digits in Group A match.
As a result of the parsing process, T-Server detects two groups: Group
A = 650 and Group
B = 3222332.
T-Server formats the output string as
3222332.
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Example 4
Example 5
Example 6
T-Server receives input number
19253227676.
As a result of the rule selection process, T-Server determines that the matching rule is rule-04: name=rule-04;in-pattern=1AAABBBCCCC;out-pattern=91ABC
The matching count for this rule is
1,
because the first digit matches.
As a result of parsing process, T-Server detects three groups: Group
A = 925,
Group B = 322, and Group C = 7676.
T-Server formats the output string as
919253227676.
T-Server receives input number 4089137676.
As a result of rule selection process, T-Server determines that the matching rule is rule-05: name=rule-05;in-pattern=*A913BBBB;out-pattern=80407913B
The matching count for this rule is
3,
because three digits match.
As a result of the parsing process, T-Server detects two groups: Group
A = 408 and Group
B = 7676.
T-Server formats the output string as
804079137676.
T-Server receives input number
011441112223333.
As a result of the rule selection process, T-Server determines that the matching rule is rule-06: name=rule-06;in-pattern=011#CA*B;out-pattern=9011AB
The matching count for this rule is
3,
because three digits match.
As a result of the parsing process, T-Server detects two groups: Group
A = 44 and Group
B = 1112223333.
T-Server formats the output string as
9011441112223333.
Procedure:
Configuring Number Translation
Purpose: To configure the Number Translation feature in T-Server to provide more flexibility for handling calls distributed across multiple sites.
Overview
•
The Number Translation feature becomes active when the ISCC/COF feature and/or the direct-ani transaction type are used.
•
This configuration procedure must be completed within the T-Server
Application
object corresponding to your T-Server.
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Start of procedure
1. Open the T-Server
Application’s Properties
dialog box.
2. Click the
Options
tab.
3. Create a new section called extrouter or open an existing section with this name.
4. Create a new option called
.
This option points to another section that describes the translation rules for inbound numbers.
5. In this section, create one configuration option for each rule. Specify the rule name as the option name. The values of these options are the rules for the number translation.
For the option description and its valid values, see Chapter 9, “T-Server
Common Configuration Options,” on page 247
.
6. When you are finished, click
Apply
.
7. Click
OK
to save your changes and exit the
Properties
dialog box.
End of procedure
Network Attended Transfer/
Conference Feature
The Network Attended Transfer/Conference (NAT/C) feature is designed to enable agents working in multi-site contact centers to consult with each other before making call transfers or conferences, regardless of whether both agents work at the same or different sites. It also enables the agent who requests a consultation to maintain his or her conversation with the customer while the system is looking for an available agent and setting up the consultation call.
The NAT/C feature does not rely on the call transfer capabilities of the local switch.
There are two modes in which the network attended transfer/conference can be performed: direct and URS-controlled.
Figure 11 shows the sequence of steps
that occur in URS-controlled mode, when Agent A, who is handling a customer call, requests a consultation with another agent, and URS (Universal
Routing Server) selects Agent B, who is working at another site. The direct mode is similar to the URS-controlled mode, with the difference that URS is not involved in the process (Step 2 and Step 3 are omitted).
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Site A
1. Network
Consult
Request
Agent A
SCP URS
5. Consultation
Request and
Confirmation
2. EventRoute-
Request
Network T-Server w/
NAT/C feature
3. Route Call to
Agent B
4. Call Data
Passing
T-Server A
Switch A
T-Server B
Switch B
Site B
6. Consultation with Agent B
Agent B
Figure 11: Steps in the NAT/C Process in URS-Controlled Mode
Step 1
Agent A makes a request for a consultation with another agent. A
TNetworkConsult
request is relayed to the Network T-Server. Depending on the parameter settings of the TNetworkConsult request, the NAT/C feature will operate in either direct or URS-controlled mode. For more information, see the
Voice Platform SDK 7.6 .NET (or Java) API Reference.
Step 2
(URS-controlled mode only.) The Network T-Server sends EventRouteRequest to URS.
Step 3
(URS-controlled mode only.) URS locates an available agent at Site B and instructs the Network T-Server to route the call to Agent B. The Network
T-Server confirms the initiation of the network transfer by sending
EventNetworkCallStatus
to T-Server A, which then relays it to Agent A.
Step 4
The Network T-Server proceeds to obtain the access number from T-Server B,
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Step 5
The Network T-Server instructs the Service Control Point (SCP) to initiate a new voice path with Agent B. Once the connection is confirmed, the Network
T-Server distributes EventNetworkCallStatus to both T-Server A and T-Server
B, which then relay it to Agent A and Agent B respectively, to indicate that the consultation call is being established.
The Network T-Server also distributes
EventRouteUsed
to URS to confirm successful routing of the call to the selected agent.
Step 6
At this point, the customer is on hold, and Agent A is consulting with Agent B.
Agent A can do one of the following:
•
End the consultation and retrieve the original customer call
•
Alternate between Agent B and the customer
•
Set up a conference call with Agent B and the customer
•
Transfer the customer call to Agent B
Note:
All T-Servers support NAT/C requests with AttributeHomeLocation provided that this attribute identifies a network location that is capable of processing such requests. Refer to the Network T-Server Deployment
Guides to determine whether a specific Network T-Server can process these requests.
Event Propagation Feature
The Event Propagation feature complements the ISCC and ISCC/COF features by distributing updated user data and party-related events to remote T-Servers.
This feature is used when a call is being made, transferred, or conferenced to another location, and when, as a result, one or more instances of the call reside at one location while other call instances reside at another location. In this scenario, when a client at one location makes changes to user data, updated user data is passed (propagated) to T-Servers at other locations.
The Event Propagation feature consists of User Data update propagation and
Party Events propagation.
User Data Propagation
User data propagation takes place when a client at one location makes changes to user data associated with a call that was made, transferred, conferenced, or routed to other locations. The remote clients involved with the call are notified about the changes with
EventAttachedDataChanged
.
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When T-Server receives a local update to user data (that is, when a client of this T-Server has changed the call’s user data), T-Server determines if parties at remote locations are involved with the call and, if so, sends (propagates) the updated user data to the T-Servers at remote locations.
When T-Server receives a remote update to user data (that is, when a client of a remote T-Server has changed the call’s user data and the remote T-Server has used the Event Propagation feature to send the updated user data), T-Server:
1. Updates the user data of the corresponding local call.
2. Determines if parties at other remote locations are involved with the call and, if so, propagates the updated user data to T-Servers at other remote locations.
The locations to which user data is propagated are selected based on a call distribution topology. That is, the updated user data is passed directly to the location to which a call was sent and to the location from which the call was received, excluding the location from which the update was received.
For example, consider a call made from location A to location B, and then conferenced from location B to location C. The three instances of the call reside at different locations: the first instance is at location A, the second instance is at location B, and the third instance is at location C. The Event
Propagation feature is employed in the following scenarios:
•
When T-Server at location A receives a local update to user data, it notifies
T-Server at location B (to which it sent the call) about changes to the call’s user data. Thus, T-Server at location B receives a remote update to user data and, in turn, notifies T-Server at location C (to which it sent the call) about these changes.
Although T-Server at location C receives a remote update to user data, it does not pass the notification to any other T-Servers, because it did not send the call to any other locations. As mentioned earlier, T-Servers at locations B and C update the user data of the corresponding local calls and notify their clients about the changes with EventAttachedDataChanged .
•
When T-Server at location B receives a local update to user data, it notifies
T-Server at location C (to which it sent the call) and T-Server at location A
(from which it received the call) about changes to the call’s user data.
Thus, T-Servers at locations C and A receive a remote update to user data.
Because T-Server at location C did not send the call to any other locations, and T-Server at location A originated the call, neither of these T-Servers passes the notification to any other T-Servers. T-Servers at locations C and
A update the user data of the corresponding local calls and notify their clients about the changes with
EventAttachedDataChanged
.
•
When T-Server at location C receives a local update to user data, it notifies
T-Server at location B (from which it received the call) about changes to the call’s user data. Thus, T-Server at location B receives a remote update to user data and, in turn, notifies T-Server at location A (from which it received the call) about these changes.
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Although T-Server at location A receives a remote update to user data, it does not pass the notification to any other T-Servers, because it originated the call. T-Servers at locations B and A update the user data of the corresponding local calls and notify their clients about the changes with
EventAttachedDataChanged
.
When a call is distributed between location A and location C using location B, and is then deleted on location B, propagation between locations A and C still occurs through the transit node at location B.
Party Events Propagation
Party events propagation takes place when a transfer or a conference is completed for a call that was made to or from one or more remote locations, or when a conference party is removed from the conference.
In these cases, the Event Propagation feature distributes party events, such as
EventPartyChanged
,
EventPartyAdded
, and
EventPartyDeleted
, to remote locations involved with the call, according to appropriate call model scenarios.
For example, consider a call made from DN 1 to DN 2 on location A. A
TInitiateConference
request is then issued for DN 2 to transfer the call to external DN 3 on location B. That transfer is made by means of ISCC routing.
When this conference is completed on location A, the Event Propagation feature sends
EventPartyChanged
to location B and distributes this event to involved client applications that are connected to location B and registered for
DN 3. After that, if a party of the conference is removed from the conference
(for example, a party on DN 2), the Event Propagation feature sends
EventPartyDeleted
to location B and distributes this event to client applications registered for DN 3.
Warnings!
• The OtherDN and ThirdPartyDN attributes might not be present in the events distributed via the Event Propagation feature.
• The Event Propagation feature will not work properly with installations that use switch partitioning.
If a call involved in the propagation has no local parties but has two or more remote parties, the party events propagation is processed in the same manner as the propagation of user data updates.
For a complete event flow in such scenarios, refer to the Genesys 7 Events and
Models Reference Manual.
Basic and Advanced Configuration
The basic Event Propagation feature configuration includes a setting of specific configuration options at a T-Server
Application
level. The advanced feature configuration allows you to customize the feature at a Switch level.
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When determining whether to notify other T-Servers of changes to user data, or to distribute party events, T-Server checks:
1. Call topology (what location a call came from and to what location the call was then transferred or conferenced).
2. Outbound parameters of the
Switch
this T-Server relates to (whether propagation parameters are configured for the access codes this switch uses to reach the switch at the location a call came from and the switch at the location to which the call was then transferred or conferenced).
Warning!
The direction of user-data or party-events propagation does not necessarily match the direction of call distribution. Therefore, the access code used to deliver the call can differ from the access code used for the purpose of Event Propagation.
If one of the T-Servers along the call distribution path has the Event
Propagation feature disabled, that T-Server does not distribute events to remote locations.
Procedure:
Activating Event Propagation: basic configuration
Purpose: To activate the Event Propagation feature for User Data updates and call-party–associated events (Party Events) distribution.
Start of procedure
1. Open the T-Server Application’s Properties dialog box.
2. Click the
Options
tab.
3. Open the extrouter
section.
4. Set the
list
value.
This setting enables User Data propagation. If you need to enable Party
Events propagation, perform Step 5.
5. Set the
option to the current
value.
This setting enables Party Events propagation.
For the option description and its valid values, see Chapter 9, “T-Server
Common Configuration Options,” on page 247
.
6. When you are finished, click Apply .
7. Click
OK
to save your changes and exit the
Properties
dialog box.
End of procedure
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Next Steps
•
For advanced feature configuration, do the following procedure:
Modifying Event Propagation: advanced configuration, page 105
Procedure:
Modifying Event Propagation: advanced configuration
Purpose: To modify access codes for advanced Event Propagation configuration.
Prerequisites
•
Activating Event Propagation: basic configuration, page 104
Overview
You can set Event Propagation parameters using:
•
The
Default Access Code
properties of the
Switch
that receives an
ISCC-routed call (the destination switch).
•
The Access Code properties of the Switch that passes an ISCC-routed call
(the origination switch).
If you do not set up Event Propagation parameters for a given
Access Code,
T-Server uses corresponding settings configured for the
Default Access Code of the destination switch.
The procedures for modifying
Default Access Codes
and
Access Codes
are very similar to each other.
Start of procedure
1. Among configured Switches, select the Switch that the configured
T-Server relates to.
2. Open the Switch’s Properties dialog box and click either the Default
Access Codes
tab or the
Access Codes
tab.
3. Select a configured Default Access Code or configured Access Code and click
Edit.
Note:
If no
Default Access Code
is configured, see page 109 for
instructions. If no
Access Codes
for instructions.
4. In the Switch Access Code Properties dialog box that opens, specify a value for the
ISCC Protocol Parameters
field as follows:
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To enable distribution of both user data associated with the call and call-party–associated events
1
, type: propagate=yes which is the default value.
To enable distribution of user data associated with the call and disable distribution of call-party–associated events, type: propagate=udata
To disable distribution of user data associated with the call and enable distribution of call-party–associated events, type: propagate=party
To disable distribution of both user data associated with the call and call-party–associated events, type: propagate=no
5. Click
OK
to save configuration updates and close the
Switch Access Code
Properties
dialog box.
6. Click
Apply
and
OK
to save configuration updates and close the
Switch
Properties
dialog box.
End of procedure
ISCC Transaction Monitoring Feature
This feature allows T-Server clients to monitor ISCC transactions that occur during the call data transfer between T-Servers in a multi-site environment.
In order to be able to monitor ISCC messaging, a T-Server client must subscribe to the ISCC Transaction Monitoring. Once a subscription request is confirmed, a client will receive updates about all multi-site operations of this
T-Server.
The TTransactionMonitoring request is used to instruct T-Server to start, stop, or modify a client’s subscription to Transaction Monitoring feature notifications by setting the
TSubscriptionOperationType
parameter to
SubscriptionStart, SubscriptionStop,
or
SubscriptionModify respectively.
The transaction status is reported in EventTransactionStatus messages to the subscribed clients.
To determine whether the Transaction Monitoring feature is supported by a specific T-Server, a T-Server client may query T-Server’s capabilities. See
Genesys 7 Events and Models Reference Manual and Voice Platform SDK 7.6
.NET (or Java) API Reference for more information about support of this feature.
1. The following are call-party–associated events: EventPartyChanged ,
EventPartyDeleted
, and
EventPartyAdded.
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Configuring Multi-Site Support
Prior to configuring T-Server to support multi-site operation, you must read the
“Licensing Requirements” on page 41
, as well as previous sections of this
chapter on multi-site deployment. In particular, Table 3 on page 83
shows
NetworkCallID
attribute for the ISCC/COF feature. Use this information as you follow the instructions in this chapter.
Note:
Before attempting to configure a multi-site environment, Genesys recommends that you plan the changes you want to make to your existing contact centers. You should then gather the configuration information you will need (such as the names of each T-Server application, port assignments, switch names, and so on), and use
Configuration Manager to create and partially configure each T-Server
object. Review multi-site option values in the “Multi-Site Support
Section” on page 256 and determine what these values need to be,
based on your network topology.
For T-Server to support multi-site operation, you must create and configure three types of objects in the Configuration Layer:
1. Applications
2.
Switches,
including
Access Codes
3. DNs
You must configure these objects for origination and destination locations.
Multi-site support features activate automatically at T-Server startup. See
“DNs” on page 114 for details.
Applications
Ensure that T-Server
Application
objects, and their corresponding
Host objects, exist and are configured for origination and destination locations.
Once you’ve done that, use Configuration Manager to add this configuration to a T-Server
Application.
Procedure:
Configuring T-Server Applications
Purpose: To configure T-Server
Application
objects for multi-site operation support.
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Start of procedure
1. Open the T-Server
Application’s Properties
dialog box.
2. Click the
Connections
tab and click
Add
to add a connection to the appropriate T-Server. The
Connection Info Properties
dialog box displays.
3. Use the
Browse
button to search for the T-Server you want to connect to,
and fill in the following values:
Port ID
Connection Protocol
Local Timeout
Remote Timeout
Trace Mode
4. Click the
Options
tab. Create a new section called extrouter
or open an existing section with this name.
Note:
If you do not create the extrouter
section, T-Server works according to the default values of the corresponding configuration options.
5. Open the extrouter
section. Configure the options used for multi-site support.
Note:
For a list of options and valid values, see “Multi-Site Support
Section” on page 256 , in the “T-Server Common Configuration
Options” chapter in Part Two of this document.
6. When you are finished, click
Apply
.
7. Repeat this procedure for all T-Servers for origination and destination locations that are used for multi-site operations.
End of procedure
Next Steps
•
See
Switches and Access Codes
Ensure that
Switching Office
and
Switch
objects are configured for both origination and destination locations.
You configure
Access Codes
to a destination switch in the origination
Switch’s
Properties
dialog box. The only exception is the
Default Access Code,
which is configured at the destination
Switch’s Properties
dialog box.
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You can configure two types of switch
Access Codes
in the
Switch’s
Properties dialog box:
•
A
Default Access Code
(for inbound calls)—Specifies the access code that other switches can use to access this switch when they originate a multi-site transaction.
•
An Access Code (for outbound calls)—Specifies the access code that this switch can use when it originates a multi-site transaction to access another switch.
When the origination T-Server processes a multi-site transaction, it looks for an access code to the destination switch. First, T-Server checks the Access
Code
of the origination
Switch
:
•
If an access code to the destination switch is configured with the target type
Target ISCC
and with any transaction type except
Forbidden
, T-Server uses this access code to dial the destination switch.
•
If the access code to the destination switch is not configured on the
Access
Code
tab of the origination switch, the origination T-Server checks the
Default Access Code
tab of the destination switch. If an access code is configured there with the target type
Target ISCC
and with any transaction type except
Forbidden
, T-Server uses this access code to dial the destination switch.
•
If no access code with the required properties is found, T-Server rejects the transaction.
Note:
When migrating from previous releases of T-Servers to 7.6, or when using T-Servers of different releases (including 7.6) in the same
environment, see “Compatibility Notes” on page 113.
Procedure:
Configuring Default Access Codes
Purpose: To configure the
Default Access Codes
(one per
Switch
object) to be used by other switches to access this switch when they originate a multi-site transaction.
Prerequisites
•
Ensure that
Switching Office
and
Switch
objects are configured for both origination and destination locations.
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Start of procedure
1. Among configured
Switches
, select the
Switch
that the configured T-Server relates to.
2. Open the
Switch Properties
dialog box and click the
Default Access Codes tab.
3. Click
Add
to open the
Access Code Properties
dialog box.
4. In the
Code
field, specify the access code used by remote switches to reach a DN at this switch. An access code is used as a prefix to the remote switch numbers.
Note:
If no prefix is needed to dial to the configured switch, you can leave the
Code
field blank.
5. In the
Target Type
field, select
Target ISCC
.
6. In the
Route Type
field, select a value corresponding to the transaction type you want to use (given that it is supported for your switch type).
7. When you are finished, click Apply .
End of procedure
Next Steps
•
See
Procedure:
Configuring Access Codes
Purpose: To configure the
Access Codes
(one or more per
Switch
object) that this switch can use when it originates a multi-site transaction to access another switch.
Prerequisites
•
Ensure that
Switching Office
and
Switch
objects are configured for both origination and destination locations.
Start of procedure
1. Among configured
Switches
, select the
Switch
that the configured T-Server relates to.
2. Open the
Switch Properties
dialog box and click the
Access Codes
tab.
3. Click Add to open the Access Code Properties dialog box.
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4. In the
Switch
field, specify the switch that this switch can reach using this access code. Use the Browse button to locate the remote switch.
5. In the
Code
field, specify the access code used to reach a DN at the remote switch from this switch. An access code is used as a prefix to the remote switch numbers.
Note:
If no prefix is needed to dial from one switch to another, you can leave the
Code
field blank.
6. In the
Target Type
field, select
Target ISCC
.
When you select Target ISCC as your target type, the Properties dialog box changes its lower pane to the
Source
pane. It is here that you enter the extended parameters for your access codes, by specifying the
ISCC
Protocol
and
ISCC Call Overflow Parameters.
To set these parameters, locate the two drop-down boxes that appear below the
Target Type field in the
Source
pane of that
Properties
dialog box.
a. In the ISCC Protocol Parameters drop-down box, enter the appropriate
ISCC Protocol parameter, as a comma-separated list of one or more of
the following items shown in Table 5
:
Table 5: Target Type: ISCC Protocol Parameters
ISCC Protocol Parameters Description
dnis-tail=<number-of-digits
> Where
number of digits
is the number of significant DNIS digits (last digits) used for call matching.
0
(zero) matches all digits.
propagate=<yes
, udata
, party
, no>
Default is
yes
. For more information,
see “Modifying Event Propagation: advanced configuration” on page 105
. direct-network-callid=<>
For configuration information, see Part
Two of this document. (Use
to determine if your T-Server supports the
direct-network-callid transaction type.)
b. In the
ISCC Call Overflow Parameters
drop-down box, enter call overflow parameters, as a comma-separated list of one or more of the following items shown in
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Table 6: Target Type: ISCC Call Overflow Parameters
ISCC Call Overflow Parameters Description
match-callid match-ani
Matches calls using network
Matches calls using ANI.
CallID
.
inbound-only=<boolean>
Default is
true.
Setting
inbound-only to true disables COF on consultation and outbound calls.
7. In the
Route Type
field, select a value corresponding to the transaction type you want to use (given that it is supported for your switch type).
contains cross-reference information on transaction types that the
Configuration Layer and T-Server use.
Table 7: Route Type and ISCC Transaction Type Cross-Reference
Route Type Field Value
Default
Direct
Direct ANI
Direct Digits
Direct DNIS and ANI
Direct Network Call ID
Direct No Token
Direct UUI
DNIS Pooling
Forbidden
ISCC defined protocol
PullBack
ISCC Transaction Type
The first value from the list of values specified in the cast-type
option for the
T-Server at the destination site direct-callid direct-ani direct-digits
Reserved direct-network-callid direct-notoken direct-uui dnis-pooling
External routing to this destination is not allowed
Reserved pullback
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Table 7: Route Type and ISCC Transaction Type Cross-Reference
(Continued)
Route Type Field Value
Re-Route
Route
8. When you are finished, click
Apply
.
ISCC Transaction Type
reroute route
End of procedure
Next Steps
•
After configuring a switch for multi-site support, proceed with the configuration of DNs assigned to this switch.
Compatibility Notes
When migrating from previous releases of T-Servers to 7.6, or when using
T-Servers of different releases (including 7.6) in the same environment, keep in mind the following compatibility issues:
•
The
Target External Routing Point
value of the
Target Type
field is obsolete and provided only for backward compatibility with T-Servers of releases 5.1 and 6.0. When two access codes for the same switch are configured, one with the Target ISCC target type and the other with the
Target External Routing Point
target type, T-Servers of releases 7.x, 6.5, and 6.1:
Use the
Target ISCC
access code for transactions with T-Servers of releases 7.x, 6.5, and 6.1.
Use the
Target External Routing Point
access code for transactions with T-Servers of releases 5.1 and 6.0.
When the only access code configured for a switch has the
Target External
Routing Point target type, T-Server uses this access code for all transactions.
•
When the
Target External Routing Point
value of the
Target Type
field is configured, you must set the
Route Type
field to one of the following:
Default to enable the route transaction type
Label
to enable the direct-ani
transaction type
Direct
to enable the direct
transaction type
Note:
The direct
transaction type in releases 5.1 and 6.0 corresponds to the direct-callid transaction type in releases 6.1, 6.5, and 7.x.
UseExtProtocol to enable the direct-uui transaction type
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Chapter 4: Multi-Site Support Configuring Multi-Site Support
PostFeature
to enable the reroute
transaction type
These values are fully compatible with the transaction types supported in
T-Server release 5.1.
•
For successful multi-site operations between any two locations served by release 5.1 T-Servers, identical
Route Type
values must be set in the
Switch’s Access Code Properties dialog boxes for both the origination and destination switches.
DNs
Use the procedures from this section to configure access resources for various transaction types.
Procedure:
Configuring access resources for the route transaction type
Purpose: To configure dedicated DNs required for the route transaction type.
Prerequisites
•
Ensure that Switching Office and Switch objects are configured for both origination and destination locations.
Start of procedure
1. Under a configured
Switch
, select the
DNs
folder. From the main menu, select File > New > DN to create a new DN object.
2. On the
General
tab of the DN’s
Properties
dialog box, specify the number of the configured DN as the value of the Number field. This value must correspond to the Routing Point number on the switch.
3. Select External Routing Point as the value of the Type field.
4. If a dialable number for that Routing Point is different from its DN name, specify the number in the Association field.
5. Click the
Access Numbers
tab. Click
Add
and specify these access number parameters:
Origination switch.
Access number that must be dialed to reach this DN from the origination switch.
In determining an access number for the Routing Point, T-Server composes it of the values of the following properties (in the order listed):
a. Access number (if specified).
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b. Switch access code from the switch of the origination party to the switch to which the Routing Point belongs, concatenated with its
Association
(if the
Association
value is specified).
c.
Switch access code from the switch of the origination party to the switch to which the Routing Point belongs, concatenated with the number for the DN.
d. Default access code of the switch to which the Routing Point belongs, concatenated with its
Association
(if the
Association
value is specified).
e.
Default access code of the switch to which the Routing Point belongs, concatenated with the number for the DN.
Note:
If option
is set to true, the access number composed of switch access code and DN can be used for external transfers of calls originating at switches for which an access number is not specified.
6. When you are finished, click
Apply
.
End of procedure
Procedure:
Configuring access resources for the dnis-pool transaction type
Purpose: To configure dedicated DNs required for the dnis-pool transaction type.
Start of procedure
1. Under a configured Switch , select the DNs folder. From the main menu, select
File > New > DN
to create a new
DN
object.
2. On the General tab of the DN’s Properties dialog box, specify the number of the configured DN as the value of the
Number
field. This value must be a dialable number on the switch.
3. Select
Access Resource
as the
Type
field and type dnis
as the value of the
Resource Type
field on the
Advanced
tab.
4. Click the
Access Numbers
tab. Click
Add
and specify these
Access Number parameters:
Origination switch.
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Access number that must be dialed to reach this DN from the origination switch.
An access number for the access resource is determined in the same manner as for the route
access resource.
5. When you are finished, click
Apply
.
End of procedure
Procedure:
Configuring access resources for direct-* transaction types
Overview
You can use any configured DN as an access resource for the direct-* transaction types. (The
*
symbol stands for any of the following: callid
, uui
, notoken , ani , or digits.
)
You can select the
Use Override
check box on the
Advanced
tab to indicate whether the override value should be used instead of the number value to dial to the DN. You must specify this value if the DN has a different DN name and dialable number. In fact, this value is required for T-Servers for some switch types—for example, Aspect ACD, Nortel Communication Server 2000/2100, and Spectrum.
Procedure:
Configuring access resources for ISCC/COF
Purpose: To configure dedicated DNs required for the ISCC/COF feature.
Start of procedure
Note:
Use Table 4 on page 88 to determine if your T-Server supports the
ISCC/COF feature.
1. Under a configured
Switch
, select the
DNs
folder. From the main menu, select
File > New > DN
to create a new
DN
object.
Note:
The number of the access resource must match the name of a DN configured on the switch (usually, an ACD Queue) so that T-Server can determine if the calls arriving to this DN are overflowed calls.
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2. On the
General
tab of the DN
Properties
dialog box, specify the number of the configured DN as the value for the Number field.
3. Select
Access Resource
as the value for the
Type
field.
4. On the
Advanced
tab, type cof-in or cof-not-in
as the value for the
Resource Type
field.
Note:
Calls coming to DNs with the cof-not-in value for the Resource
Type
are never considered to be overflowed.
5. When you are finished, click
Apply
.
End of procedure
Procedure:
Configuring access resources for non-unique ANI
Purpose: To configure dedicated DNs required for the non-unique-ani resource type.
The non-unique-ani
resource type is used to block direct-ani
and
COF/ani from relaying on ANI when it matches configured/enabled resource digits.
Using non-unique-ani,
T-Server checks every ANI against a list of non-unique-ani resources.
Start of procedure
1. Under a configured
Switch
, select the
DNs
folder. From the main menu, select
File > New > DN
to create a new
DN
object.
2. On the
General
tab of the DN
Properties
dialog box, specify the ANI digits that need to be excluded from normal processing.
3. Select
Access Resource
as the value for the
Type
field.
4. On the
Advanced
tab, specify the
Resource Type field as non-unique-ani
.
5. When you are finished, click Apply .
End of procedure
Procedure:
Modifying DNs for isolated switch partitioning
Purpose: To modify DNs that belong to a particular partition where switch partitioning is used.
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This configuration instructs T-Server to select an External Routing Point that has the same partition as the requested destination DN.
Note:
When a target DN is not configured or has no configured partition name, T-Server allocates a DN of the
External Routing Point
type that belongs to any partition.
Start of procedure
1. Under a
Switch
object, select the
DNs
folder.
2. Open the
Properties
dialog box of a particular
DN
.
3. Click the Annex tab.
4. Create a new section named
TServer
.
5. Within that section, create a new option named epn.
Set the option value to the partition name to which the DN belongs.
6. Repeat Steps 1–5 for all DNs, including DNs of the
External Routing Point type, that belong to the same switch partition.
7. When you are finished, click
Apply
.
End of procedure
Configuration Examples
This section provides two configuration examples and describes how the configuration settings affect T-Server’s behavior.
Multiple Transaction Types
This example demonstrates the difference in how ISCC directs a call when you specify two different transaction types ( route
and direct-ani
).
In this example, you configure an origination and a destination switch for as
described in “Switches and Access Codes” on page 108 .
1. Among configured Switches , select the origination Switch .
2. Open the
Switch Properties
dialog box and click the
Default Access Codes tab.
3. Click
Add
to open the
Access Code Properties
dialog box.
4. Set the
Access Code
field to
9.
5. When you are finished, click
Apply
.
6. Among configured
Switches
, select the destination
Switch
.
7. Under the destination
Switch, configure a DN as described in
“Configuring access resources for the route transaction type” on page 114 .
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8. Set the DN
Number
field to
5001234567.
9. Click the
Advanced
tab of this DN’s
Properties
dialog box.
10. Select the
Use Override
check box and enter
1234567
in the
Use Override field.
11. When you are finished, click
Apply
or
Save
.
12. Use a T-Server client application to register for this new DN with the destination T-Server and, therefore, with the switch.
13. Request to route a call from any DN at the origination switch to the destination DN you have just configured:
If you are using the route
ISCC transaction type, the client requests that T-Server deliver a call to a destination location using the DN number 5001234567.
ISCC requests that the switch dial one of the external routing points at the destination location, using the value either of the
Access Number
field or of the
Access Code
field, which is
9, concatenated with the external routing point at the destination location.
The call is routed to the DN number 5001234567 .
If you are using the direct-ani
ISCC transaction type, the client requests that T-Server deliver a call to a destination location using the
DN number
1234567
, which is the
Use Override
value. ISCC requests that the switch dial
91234567,
which is a combination of the
Switch
Access Code
value and the
Use Override
value. The destination T-Server is waiting for the call to directly arrive at DN number
5001234567.
Call Overflow Methods
This section demonstrates how to indicate which overflow methods a switch supports.
In this example, for T-Server to use ANI/OtherDN matching in call overflow and manual transfer scenarios, set the ISCC Call Overflow Parameters to: match-ani
, inbound-only=true when configuring
Switch Access Codes
.
With this setting, the switch’s location is queried for call data each time the destination T-Server receives an inbound call with the ANI or OtherDN attribute.
For T-Server to use
NetworkCallID
matching in call overflow and manual transfer scenarios, set the
ISCC Call Overflow Parameters
to (for example): match-callid
, inbound-only=false when configuring Switch Access Codes
.
With this setting, the switch’s location is queried for call data each time the destination T-Server receives a call of any type (including inbound) with the
NetworkCallID
attribute.
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Chapter 4: Multi-Site Support Next Steps
Next Steps
Continue with Chapter 5, “Start and Stop T-Server Components,” on page 121
to test your configuration and installation.
120 Framework 7.6
Chapter
5
Start and Stop T-Server
Components
This chapter describes methods for stopping and starting T-Server, focusing on manual startup for T-Server and HA Proxy for all switches. It includes these sections:
Command-Line Parameters, page 121
Starting and Stopping with the Management Layer, page 123
Starting with Startup Files, page 124
Verifying Successful Startup, page 130
Starting and Stopping with Windows Services Manager, page 132
Command-Line Parameters
You can start and stop Framework components using the Management Layer, a startup file, a manual procedure, or the Windows Services Manager.
With all these methods, command-line parameters are usually required for a server application in addition to an executable file name.
Common command-line parameters are as follows:
-host
-port
-app
The name of the host on which Configuration Server is running.
The communication port that client applications must use to connect to Configuration Server.
The exact name of an Application object as configured in the Configuration Database.
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-l
-V
-nco X/Y
-lmspath
- transport-port
<port number>
- transportaddress
<IP address>
The license address. Use for the server applications that check out technical licenses. Can be either of the following:
• The full path to, and the exact name of, the license file used by an application. For example,
-l /opt/mlink/ license/license.dat
.
• The host name and port of the license server, as specified in the
SERVER
line of the license file, in the port@host format. For example,
-l 7260@ctiserver.
Note: Specifying the License Manager’s host and port parameter eliminates the need to store a copy of a license file on all computers running licensed applications.
The version of a Framework component. Note that specifying this parameter does not start an application, but returns its version number instead. You can use either uppercase or lowercase.
The Nonstop Operation feature is activated;
X
exceptions occurring within
Y
seconds do not cause an application to exit. If the specified number of exceptions is exceeded within the specified number of seconds, the application exits or, if so configured, the Management Layer restarts the application. If the
-nco
parameter is not specified, the default value of
6
exceptions handled in
10
seconds applies. To disable the Nonstop Operation feature, specify
-nco 0
when starting the application.
The full path to log messages files (the common file named common.lms
and the application-specific file with the extension
*.lms
) that an application uses to generate log events. This parameter is used when the common and application-specific log message files are located in a directory other than the application’s working directory, such as when the application’s working directory differs from the directory to which the application is originally installed.
Note that if the full path to the executable file is specified in the startup command-line (for instance, c:\gcti\multiserver.exe
), the path specified for the executable file is used for locating the
*.lms
files, and the value of the lmspath
parameter is ignored.
<port number>
is the port number that a client will use for its TCP/IP connection to Configuration Server. See the
Client-Side Port Definition section in the Genesys 7.6
Security Deployment Guide for more information.
<IP address>
is the IP address that a client will use for its
TCP/IP connection to Configuration Server. See the Client-
Side Port Definition section in the Genesys 7.6 Security
Deployment Guide for more information.
122 Framework 7.6
Chapter 5: Start and Stop T-Server Components Starting and Stopping with the Management Layer
Note:
In the command-line examples in this document, angle brackets indicate variables that must be replaced with appropriate values.
Starting and Stopping with the
Management Layer
Procedure:
Configuring T-Server to start with the Management
Layer
Start of procedure
1. Open the T-Server Application’s Properties dialog box.
2. Click the
Start Info
tab.
3. Specify the directory where the application is installed and/or is to run as the
Working Directory
.
4. Specify the name of the executable file as the command-line
.
5. Specify command-line parameters as the
Command
–
Line Arguments
.
The command-line parameters common to Framework server components
6. When you are finished, click
Apply
.
7. Click
OK
to save your changes and exit the
Properties
dialog box.
End of procedure
Note:
Before starting an application with the Management Layer, make sure the startup parameters of the application are correctly specified in the application’s
Properties
dialog box in Configuration Manager.
After its command-line parameters are correctly specified in the
Properties dialog box, you can start and stop T-Server from Solution Control Interface
(SCI), which is the graphical interface component of the Management Layer.
(The starting procedure for SCI is described in the Framework 7.6 Deployment
Guide.) Framework 7.6 Solution Control Interface Help provides complete instructions on starting and stopping applications.
You can also use the Management Layer to start a T-Server that has failed. To enable T-Server’s autorestart functionality, select the corresponding check box in the
Application’s Properties
dialog box.
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Chapter 5: Start and Stop T-Server Components Starting with Startup Files
Note that when you start (or restart) an application via the Management Layer, the application inherits environment variables from Local Control Agent
(LCA), which executes the startup command. Therefore, you must also set the environment variables required by the application for the account that runs LCA.
Warning!
Stopping an application via the Management Layer is not considered an application failure. Therefore, the Management
Layer does not restart applications that it has stopped unless an appropriate alarm condition and alarm reaction are configured for these applications.
Starting with Startup Files
Startup files are files with the extension run.sh
(on UNIX) or startServer.bat
(on Windows), which installation scripts create and place into the applications’ directories during the installations. These files are created for all Framework server applications except:
•
Configuration Server (primary or backup) running on Windows.
•
Backup Configuration Server running on UNIX.
•
DB Server running on Windows.
•
LCA running on either Windows or UNIX.
When using a startup file, verify that the startup parameters the installation script inserted in the startup file are correct. Use the following instructions for
UNIX and Windows to start those application for which startup files are
created. See the appropriate sections in “Starting Manually” on page 125 to
identify which applications should be running for a particular application to start.
Procedure:
Starting T-Server on UNIX with a startup file
Start of procedure
1. Go to the directory where an application is installed.
2. Type the following command line: sh run.sh
End of procedure
124 Framework 7.6
Chapter 5: Start and Stop T-Server Components Starting Manually
Procedure:
Starting T-Server on Windows with a startup file
Start of procedure
To start T-Server on Windows with a startup file, use either of these methods:
•
Go to the directory where an application is installed and double-click the startServer.bat
icon.
Or
•
From the
MS-DOS
window, go to the directory where the application is installed and type the following command-line: startServer.bat
End of procedure
Starting Manually
When starting an application manually, you must specify the startup parameters at the command prompt, whether you are starting on UNIX or
Windows. At the command prompt, command-line parameters must follow the name of the executable file. On the
Shortcut
tab of the Program
Properties dialog box, command-line parameters must also follow the name of the executable file.
The command-line parameters common to Framework server components are described on
.
If an Application object name, as configured in the Configuration Database, contains spaces (for example,
T-Server Nortel
), the
Application
name must be surrounded by quotation marks in the command-line:
-app “T-Server Nortel”
You must specify the rest of the command-line parameters as for any other application.
The following sections provide general instructions for starting HA Proxy and
T-Server manually. Along with these instructions, refer to
T-Servers and HA Proxy executable file names for supported switches for
Windows and UNIX operating systems.
T-Server—Deployment Guide 125
Chapter 5: Start and Stop T-Server Components Starting Manually
Table 8: T-Server and HA Proxy Executable Names
Switch Type T-Server Executable File Name
Alcatel A4200/OXO
Alcatel A4400/OXE
Aspect ACD
Avaya Communication
Manager
Avaya INDeX
Avaya TSAPI
Cisco CallManager
DataVoice Dharma
Digitro AXS/20
EADS Intecom M6880
EADS Telecom M6500 eOn eQueue
Ericsson MD110
Fujitsu F9600
Huawei C&C08
Huawei NGN
Mitel SX-2000/
MN 3300
NEC NEAX/APEX
Nortel Communication
Server 2000/2100
Nortel Communication
Server 1000 with
SCSS/MLS
UNIX
a4200_server a4400_server aspect_server avayacm_server
Not Applicable avayatsapi_server ciscocm_server
Dharma_server digitro_server intecom_server m6500_server eon_server md110_server
Not Applicable cc08_server huaweingn_server
Not Applicable neax_server ncs2000_server succession_server
Windows
a4200_server.exe
a4400_server.exe
aspect_server.exe
index_server.exe
avayatsapi_server.exe
ciscocm_server.exe
Dharma_server.exe
digitro_server.exe
intecom_server.exe
m6500_server.exe
eon_server.exe
md110_server.exe
F9600_server.exe
cc08_server.exe
huaweingn_server.exe
SX2000_server.exe
neax_server.exe
ncs2000_server.exe
succession_server.exe
Not Applicable ha_proxy_ dms ha_proxy_ dms.exe
Not Applicable
HA Proxy
Executable File
Name
UNIX Windows
Not Applicable
Not Applicable
Not Applicable
Applicable a
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
126 Framework 7.6
Chapter 5: Start and Stop T-Server Components Starting Manually
Table 8: T-Server and HA Proxy Executable Names (Continued)
Switch Type T-Server Executable File Name
Philips Sopho iS3000
UNIX
iS3000_server
Windows
iS3000_server.exe
Radvision iContact
Rockwell Spectrum
Samsung IP-PCX IAP
Siemens Hicom 300/
HiPath 4000 CSTA I
Siemens HiPath 3000
Siemens HiPath 4000
CSTA III
Siemens HiPath DX iCCL
SIP Server
Tadiran Coral
Teltronics 20-20 nts_server spectrum_server samsung_server rolmcb4_server
HiPath3000_server
HiPath4000_server
RealitisDX-iCCL_server sip_server
Coral_server
Teltronics2020_server nts_server.exe
spectrum_server.exe
samsung_server.exe
rolmcb4_server.exe
HiPath3000_server.exe
HiPath4000_server.exe
RealitisDX-iCCL_ server.exe
sip_server.exe
Coral_server.exe
Teltronics2020_ server.exe
Tenovis Integral 33/55
HA Proxy
Executable File
Name
UNIX Windows
ha_proxy_ iS3000 ha_proxy_ iS3000.exe
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable ha_proxy_ teltronics
2020 ha_proxy_ teltronics
2020.exe
Not Applicable
AT&T
Concert
CRSP
DTAG
GenSpec
ISCP
IVR Server, using network configuration
Tenovis_server Tenovis_server.exe
Network T-Servers
nts_server nts_server nts_server.exe
nts_server.exe
nts_server dtag_server nts_server nts_server nts_server nts_server.exe
dtag_server.exe
nts_server.exe
nts_server.exe
nts_server.exe
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
T-Server—Deployment Guide 127
Chapter 5: Start and Stop T-Server Components Starting Manually
Table 8: T-Server and HA Proxy Executable Names (Continued)
Switch Type T-Server Executable File Name
KPN
MCI
NGSN
Network SIP Server
Sprint
SR3511
Stentor
UNIX
kpn_server mci800_server nts_server tsip_server sprint_server sr3511_server stentor_server
Windows
kpn_server.exe
mci800_server.exe
nts_server.exe
tsip_server.exe
sprint_server.exe
sr3511_server.exe
stentor_server.exe
a. For releases prior to 7.1, this T-Server has an HA Proxy available: ha_proxy_g3tcp
(UNIX) or ha_proxy_g3tcp.exe
(Windows).
HA Proxy
Executable File
Name
UNIX Windows
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
HA Proxy
If you do not use HA Proxy in your Genesys implementation, proceed to
If one or more HA Proxy components are required for the T-Server connection, start HA Proxy before starting T-Server.
Before starting HA Proxy, be sure that the following components are running:
•
DB Server that provides access to the Configuration Database
•
Configuration Server
The command-line parameters common to Framework server components are described on
.
Procedure:
Starting HA Proxy on UNIX manually
Start of procedure
1. Go to the directory where HA Proxy is installed and type the following command-line: ha_proxy_<switch> -host <Configuration Server host>
-port <Configuration Server port> -app <HA Proxy Application>
128 Framework 7.6
Chapter 5: Start and Stop T-Server Components Starting Manually
2. Replace ha_proxy_<switch>
with the correct HA Proxy executable name, which depends on the type of the switch used.
lists HA Proxy executable names for supported switches.
End of procedure
Procedure:
Starting HA Proxy on Windows manually
Start of procedure
1. Start HA Proxy from either the
Start
menu or the
MS-DOS
window. If using the
MS-DOS
window, go to the directory where HA Proxy is installed and type the following command-line: ha_proxy_<switch>.exe -host <Configuration Server host> -port
<Configuration Server port> -app <HA Proxy Application>
2. Replace ha_proxy_<switch>.exe
with the correct HA Proxy executable name, which depends on the type of the switch used.
lists HA Proxy executable names for supported switches.
End of procedure
T-Server
Before starting T-Server, be sure that the following components are running:
•
DB Server that provides access to the Configuration Database
•
Configuration Server
•
License Manager
Note:
If an HA Proxy component is required for the T-Server connection,
HA Proxy must be started before T-Server.
The command-line parameters common to Framework server components are described on
.
T-Server—Deployment Guide 129
Chapter 5: Start and Stop T-Server Components Verifying Successful Startup
Procedure:
Starting T-Server on UNIX manually
Start of procedure
1. Go to the directory where T-Server is installed and type the following command-line:
<switch>_server -host <Configuration Server host>
-port <Configuration Server port> -app <T-Server Application>
-l <license address> -nco [X]/[Y]
2. Replace
<switch>_server
with the correct T-Server executable name, which depends on the type of the switch used.
lists T-Server executable names for supported switches.
End of procedure
Procedure:
Starting T-Server on Windows manually
Start of procedure
1. Start T-Server from either the
Start
menu or the
MS-DOS
window. If using the
MS-DOS
window, go to the directory where T-Server is installed and type the following command-line:
<switch>_server.exe -host <Configuration Server host>
-port <Configuration Server port> -app <T-Server Application>
-l <license address> -nco [X]/[Y]
2. Replace
<switch>_server.exe
with the correct T-Server executable name, which depends on the type of the switch used.
lists T-Server executable names for supported switches.
End of procedure
Verifying Successful Startup
After executing the startup command, you might want to check whether it was successful.
If you used the Management Layer to start either T-Server or HA Proxy, check whether Solution Control Interface displays
Started
or
Service Unavailable
130 Framework 7.6
Chapter 5: Start and Stop T-Server Components Stopping Manually status for the corresponding application. Refer to the “Troubleshooting” section of the Framework 7.6 Management Layer User’s Guide if the startup command does not result in either
Started
or
Service Unavailable
status for some period of time.
If you start your T-Server or HA Proxy with startup files or manually, and if you have configured logging to console or a log file, check the log for messages similar to the following:
•
T-Server log file:
Link connected
•
HA Proxy log file:
Link connected
Stopping Manually
The following stopping procedures apply to Genesys server applications, such as DB Server, Configuration Server, Message Server, Local Control Agent,
Solution Control Server, HA Proxy, T-Server, and Stat Server.
Procedure:
Stopping T-Server on UNIX manually
Start of procedure
To stop a server application from its console window on UNIX, use either of these commands:
• Ctrl+C
•
kill <process number>
End of procedure
Procedure:
Stopping T-Server on Windows manually
Start of procedure
To stop a server application on Windows, use either of these commands:
•
To stop a server application from its console window on Windows, use the
Ctrl+C
command.
•
To stop a server application on Windows, use the End Task button on the
Windows
Task Manager
.
End of procedure
T-Server—Deployment Guide 131
Chapter 5: Start and Stop T-Server Components Starting and Stopping with Windows Services Manager
Starting and Stopping with Windows
Services Manager
When starting an application installed as a Windows Service, make sure the startup parameters of the application are correctly specified in the
ImagePath
in the Application folder in the Registry Editor . The ImagePath must have the following value data:
<full path>\<executable file name> -service <Application Name as
Service> -host <Configuration Server host>
-port <Configuration Server port> -app <Application Name>
-l <license address> where the command-line parameters common to Framework server components are described on
and
-service
The name of the Application running as a Windows Service; typically, it matches the Application name specified in the
-app
command-line parameter.
Framework components installed as Windows Services with the autostart capability are automatically started each time a computer on which they are installed is rebooted.
You can start Framework components installed as Windows Services with the manual start capability with the
Start
button in
Services Manager.
Note:
Use the Windows Services window to change the startup mode from
Automatic
to
Manual
and vice versa.
Regardless of a component’s start capability, you can stop Framework components installed as Windows Services with the
Stop
button in
Services
Manager
.
Next Steps
This chapter concludes Part One of this document—the set of general instructions for deploying any T-Server. Refer to subsequent chapters in this guide for detailed reference information and any special procedural instructions that pertain to your particular T-Server.
132 Framework 7.6
Part
2
Part Two: Reference
Information
Part Two of this T-Server Deployment Guide contains reference information specific to your T-Server. However, it also contains information on all
T-Server options, both those specific to your T-Server and those common to all
T-Servers. The information is divided among these chapters:
•
Chapter 6, “Alcatel A4400 Switch-Specific Configuration,” on page 135
describes compatibility and configuration information specific to this
T-Server, including how to set the DN properties, and recommendations for the switch configuration.
•
Chapter 7, “Supported Functionality in T-Server for Alcatel A4400/OXE,” on page 161
, describes which features this T-Server supports, including
T-Library functionality, use of the
Extensions
attribute, and error messages.
•
Chapter 8, “Common Configuration Options,” on page 225
, describes the log configuration options that are common to all Genesys server applications.
•
Chapter 9, “T-Server Common Configuration Options,” on page 247
, describes the configuration options that are common to all T-Server types, including options for multi-site configuration.
•
including the link-related options—those that address the interface between T-Server and the switch.
•
Chapter 11, “High Availability (HA),” on page 305 , provides
switch-specific information about high availability.
•
Chapter 12, “Routing Using Emulated Routing Points,” on page 309
, describes how to configure routing using emulated Routing Points.
T-Server—Deployment Guide 133
Part Two: Reference Information New in T-Server for Alcatel A4400/OXE
•
•
Chapter 14, “Predictive Dialing,” on page 339 , describes how to configure
and use predictive dialing.
•
•
Chapter 15, “Alcatel A4400 Call Flows,” on page 347
gives additional detail about T-Server-specific calls flows where they are not covered in
Genesys call model documentation.
•
Chapter 17, “Troubleshooting,” on page 367
, describes how to resolve some of the problems you may experience with this T-Server.
New in T-Server for Alcatel A4400/OXE
The following new features are now available in the initial 7.6 release of
T-Server for Alcatel A4400/OXE:
•
Support for the PBX Long Equipment ID feature: Support for the
Alcatel A4400 PBX's Long Equipment ID feature is implemented in this release. New configuration option force-long-eqid
is introduced. Please
see “force-long-eqid” on page 295
.
•
TSendDTMF
support: In this release, T-Server now supports request
TSendDTMF for internal calls.
•
Automatic reset of VAD devices: In this release, T-Server can now use this feature which is available in PBX 7.1+. When T-Server starts registration on a predictive device and snapshot finds a call, T-Server now uses the PBX Forced Device Reset feature when T-Server option
true.
Note:
Configuration option changes that apply to your T-Server are described
in “Changes from 7.5 to 7.6” on page 303
.
134 Framework 7.6
Chapter
6
Alcatel A4400
Switch-Specific
Configuration
This chapter presents switch-specific reference information for configuring
T-Server for the Alcatel A4400 switch. It contains these sections:
Support of Switch/CTI Environments, page 138
Setting DN Properties, page 139
Configuring Switch Timers, page 143
Configuring Extensions in the PBX, page 144
Configuring CCD Agents, page 145
Advanced Agent Features, page 154
Configuring CCD Objects, page 157
Known Limitations
1. When transferring from a Thomson ST2030 SIP extension, before the
REFER
(SIP transfer) message, the ST2030 puts both legs on hold using
RE-
INVITE
. This means that before the standard Genesys transfer call flow
T-Server reports EventHeld for the active consultation call and
EventRetrieved
for the held primary call.
2. When a call is camped on a SIP extension and answered so that the first call is held, neither leg can be released by CTI. The switch rejects the request.
T-Server—Deployment Guide 135
Chapter 6: Alcatel A4400 Switch-Specific Configuration Known Limitations
3. In the following scenario, on the SIP phone the consultation call is dropped and the primary is retrieved. However, the switch sends a Transferred event to T-Server, so T-Server reports the transfer and now believes that there is no call on the SIP phone.
a. An inbound call is received on a SIP extension.
b. The agent on the SIP phone initiates a consultation call manually to an
RSI with supervised route enabled, or to a busy pilot.
c.
The agent on the SIP phone manually releases the consultation call.
This only occurs on an inbound call to a SIP extension. It is not a problem for internal calls.
4. When an inbound call is made to a SIP extension and the reject button is pressed on the phone, the switch incorrectly sends
EventDiverted
instead of
EventConnectionCleared
. This means T-Server reports
EventReleased with CallStateNoAnswer instead of CallStateOk.
5. The PBX does not support Do Not Disturb (DND) functionality via CTI, so setting DND can only be done from the phoneset. The PBX also provides no CSTA reporting to T-Server when DND is set manually on a phoneset.
6. T-Server does not support the use of parallel Hunt Groups.
7. When reporting is required for Hunt Group members, the Hunt Group itself must not be configured in Configuration Manager.
8. Partitioned-switch configuration is supported by T-Server with the restriction that RSI DNs must be assigned to a single T-Server—they cannot be shared between two T-Servers except in an HA configuration.
9. Genesys does not support the use of hybrid link with PBX release 5.1.2.
We recommend that you disable the hybrid link with that release of the
PBX.
10. T-Server does not issue
EventOnHook/EventOffHook
for devices configured as PCM ports.
11. The PBX does not send any events to T-Server when forwarding is set manually on any device.
12. Forwarding status cannot be preserved between
Login/Logout states when agent substitution is set to true
.
13. If a DN has call forwarding set before login, and then login occurs, forwarding is cancelled.
14. Predictive dialing in HA configurations only works with releases 7.0.1x of
T-Server and higher. It is not supported in prior releases.
15. For switch versions prior to 5.1, when using predictive dialing from RSI, you must set the value of configuration option prd-dist-call-ans-time
to
0
(zero).
136 Framework 7.6
Chapter 6: Alcatel A4400 Switch-Specific Configuration Switch Terminology
16. T-Server does not support CCD Routing Pilots (CCD Pilots with the routing flag enabled).
17. When a hot-standby backup T-Server is started, the reporting of the status of active emulated agents is not accurate.
18. Call scenarios and call tracking are not accurately reported unless all devices taking part in call distribution are monitored.
19. If the progress of
SingleStepTransfer
is interrupted by any request,
T-Server may not report the scenario correctly.
Switch Terminology
Table 9 compares relevant A4400 switch terminology with Genesys
terminology.
Table 9: Switch Terminology Comparison
Genesys Term
ACD
ACD Position
ACD Queue
Agent ID used in CTI login request
Extension
Position
Voice Treatment Port
Alcatel A4400 Term
CCD
CCD Business Agent
Super-queue (not a switch device)
CCD Queue
CCD Guide
CCD Pilot
CCD Processing Group
RSI Processing Group
Agent ID
Signature
ProACD device (including multiline device)
Predictive dialing device
PCM port
Analog port
Virtual device for routing
Supervisor
Analog port
PCM port
T-Server—Deployment Guide 137
Chapter 6: Alcatel A4400 Switch-Specific Configuration Support of Switch/CTI Environments
Table 9: Switch Terminology Comparison (Continued)
Genesys Term
Trunk (unmonitored)
Trunk (monitored)
Routing Point
Group DN
Predictive dialing device
Alcatel A4400 Term
Unmonitored trunk
Not applicable
RSI
Hunting Group
Virtual device for routing
Not applicable
PCM port
VAD port or device
Emulated Routing Point Hunting Group
Emulated Routing Point member Virtual Hunting Group member
Logon Logon
Logoff
Ready
NotReady
AfterCallWork
ReasonCode
Logoff
Withdrawal (toggle)
Withdrawal (toggle)
Wrap-up
Unavailable/Withdrawal type
Support of Switch/CTI Environments
T-Server support of customer switch/CTI environments is dependent on several factors, including:
•
Number of DNs
•
Number of concurrent agents
•
Number of concurrent connections
•
Number of concurrent calls
•
Number of calls or messages per second
Information about T-Server connection limits is provided in the
Genesys
Supported Operating Environment Reference Manual
document. Connection limits are determined by the platforms on which T-Servers run—T-Server itself does not set these limits.
138 Framework 7.6
Chapter 6: Alcatel A4400 Switch-Specific Configuration Setting DN Properties
The remaining factors are not limited by T-Servers, but could be limited by the switch and/or CTI interface. Unless specific exceptions are documented,
T-Server can meet the performance capability of the switches it supports in each of these areas. The T-Server host environment and the network environment influences should also be taken into account.
Setting DN Properties
indicates how to set the Genesys DN properties for the Alcatel A4400
PBX.
Table 10: Setting the Genesys DN Properties
Switch Device
Type
Genesys DN
Type
Switch-
Specific
Type
Association Register
Station
(including multiline)
Extension Not applicable
Not applicable
See description
Comments
To avoid monitoring both stations and business agents on the switch, configure type extension in Local mode. Login service can still be used to activate an agent on this extension.
CCD Business
Agent
CCD Pilot
ACD Position Not
ACD Queue applicable
1
Not applicable
Not applicable
True
True PBX does not provide reporting for Statistic pilots.
T-Server—Deployment Guide 139
Chapter 6: Alcatel A4400 Switch-Specific Configuration Setting DN Properties
Table 10: Setting the Genesys DN Properties (Continued)
Switch Device
Type
Genesys DN
Type
Switch-
Specific
Type
Association Register
CCD Queue/
CCD Guides
RSI Processing
Group
ACD Queue 1 Not applicable
False
RSI a
Routing applicable
Comments
You can configure
T-Server to provide extended reporting for the path of a call through the
CCD, including the CCD queue and CCD guides to which the call is currently connected. To receive guides reporting, define the following devices in the Configuration Layer:
• Waiting Guides;
0WG1-0WG6
• IVR-in-Q Guides;
0IVR1-0IVR6
• Interactive Automated
Attendant;
0IAA1-0IAA6
• After Guide 6;
0NOMORE
• Presentation Guide;
0PRG
• Blocking Guide;
0CLO
Only Alcatel A4400 release 4.2 and higher supports this type of routing.
140 Framework 7.6
Chapter 6: Alcatel A4400 Switch-Specific Configuration Setting DN Properties
Table 10: Setting the Genesys DN Properties (Continued)
Switch Device
Type
Genesys DN
Type
Switch-
Specific
Type
Association Register
Predictive
Dialing Device
Extension 4 Not applicable
True
PCM Port
Analog Port
Extension
VTO Port
Extension
VTO Port
7
8
Not applicable
Not applicable
True
True
Comments
Virtual device for emulation of
TMakePredictiveCall.
From switch release R4.1 onwards, you can associate this device type with the PBX VAD feature, to provide onboard call progress detection for
RequestMake
PredictiveCall.
Previous switch releases provide only a limited set of call results. For more information, see
.
Used for virtual devices associated with time slots on a PCM (CAS) interface.
Note: The
Auto-
Originate
feature is not available for this type of devices from release
7.0.2.
Provides special support for caller hang-up scenarios for analog IVR devices and analog dialing devices used by
CPDServer.
T-Server—Deployment Guide 141
Chapter 6: Alcatel A4400 Switch-Specific Configuration Setting DN Properties
Table 10: Setting the Genesys DN Properties (Continued)
Switch Device
Type
Genesys DN
Type
Switch-
Specific
Type
Association Register
Super-Queue
(not a switch device type)
ACD Queue 3 Not applicable
False
Supervisor Position 5 Not applicable
True
Comments
No switch device:
T-Server emulated.
Type super-queue collects and reports
EventAgentLogin
and
EventAgentLogout
for all agents on this queue with
ThisDN = super-queue and
OtherDN = agent DN.
Provided for backward compatibility only.
Configure type supervisor
as a normal agent.
a. Support for routing using pilots with the Routing Enabled feature is discontinued. All references to routing with pilots imply routing with Routing Services Interface (RSI).
Routing Without Using Switch-Routing Services
To perform routing independent of switch-routing services, use an emulated
Routing Point implemented in T-Server for Alcatel A4400. The telephone extensions that belong to the Routing Point correspond with fictive devices
(virtual devices) on the switch. T-Server reports all events for these fictive devices as if they were happening to the Routing Point.
When a call arrives on a fictive device on the switch, T-Server queries a route to use from an application registered for the Routing Point. In response, the client sends a
RequestRouteCall.
T-Server behavior is determined by the setting of options supervised-route
and supervised-route-timeout.
See
142 Framework 7.6
Chapter 6: Alcatel A4400 Switch-Specific Configuration Configuring Switch Timers
Table 11 details the configuration for an emulated Routing Point.
For more
.
Table 11: Routing Without Using Switch-Routing Services
Switch Device
Type
Virtual Device for Routing
DN Type Switch-
Specific
Type
Association Register
Extension 2 Directory number of the
Routing Point used for this extension.
Comments
Extension used to provide routing services on behalf of a Routing Point.
6 Directory number of the
Routing Point used for this extension.
Routing Point Not applicable
Not applicable
Hunting Group Routing Point Not applicable
Not applicable
As for type
2,
except that
EventRouteRequest
is generated only after the device is put into the
Established
state.
Implemented in T-Server.
The Hunting Group with virtual device members is used to emulate routing services.
Configuring Switch Timers
Procedure:
Setting A4400 timers to support link functions
Purpose: To set switch timers to support link functions.
T-Server—Deployment Guide 143
Chapter 6: Alcatel A4400 Switch-Specific Configuration Configuring Extensions in the PBX
Start of procedure
1. In the PBX configuration, navigate to mgr/System/Go down hierarchy/
Timers.
2. Use the recommended value for each timer as described in
.
Table 12: Timer Configuration on Alcatel A4400
Timer
Number
42
95
194
238
239
Timer Configuration on the Alcatel A4400
Recommended
Value
Description
2
2
Controls the interval after a call is established, after which a consultation call can be made. If transfers or conferences are failing, a possible cause could be that this timer is set for too long a period. If not set to
2,
a consultation call on behalf of a set that first did an external call may not work correctly.
Timer for displaying ISDN total costs. If not set to
2,
the monitoring of external incoming calls may not work correctly.
Any value from 1–99 Timer to avoid rebounds. If not set within the range specified, incorrect monitoring may occur.
2
2
Timer to play back the guide (CCD). If not set to
2,
there is a delay when an agent requests
NotReady(Withdrawal)
using the key on the phone.
Timer to play back the busy tone (CCD). If not set to
2 there is a delay before the PBX actually puts a phone on-hook when a call is released while the phone is in Hands-Free mode.
End of procedure
Configuring Extensions in the PBX
An extension on the Alcatel A4400 is a nonagent telephony device, which includes both analog and digital ACD-authorized phone sets.
Procedure:
Configuring an extension in the PBX for agent login
Purpose: To configure an extension for agent login.
144 Framework 7.6
Chapter 6: Alcatel A4400 Switch-Specific Configuration Configuring CCD Agents
Start of procedure
1. In the PBX configuration, navigate to mgr/Users/Create.
2. Set the value of
ACD Station
to
ACD-authorized phone set.
This enables agents to log in.
An ACD-authorized phone set is an ACD-enabled extension.
End of procedure
Configuring CCD Agents
This section describes how to configure CCD agents.
Definitions
gives some definitions.
Table 13: CCD Agents—Definitions
Agent in the CCD and RSI
Term Definition
You can attach an agent to several processing groups in the CCD, but an agent is only assigned to one processing group at any time. To be part of the system, an agent must log in on an ACD-authorized phone set.
During this operation, the agent selects, or is automatically assigned to, a processing group
(authentication by password may be requested).
Self-assigning agent Self-assigning agents can select their own processing group from those to which they are attached.
Preassigned agent
Processing group for the CCD and RSI
When a supervisor controls an agent’s entry into one of the processing groups to which the agent is attached, the agent is known as preassigned.
The processing group is a group device on the PBX on which agents log in and become available for the
CCD. Although you can assign agents to several processing groups, they can only be logged in to one at any time.
T-Server—Deployment Guide 145
Chapter 6: Alcatel A4400 Switch-Specific Configuration Configuring CCD Agents
Agent Login
When an agent logs in on a device, the extension (ACD-authorized device) is taken out of service, and the agent (position) is taken into service on the same
physical handset. See also “Agent Substitution” on page 155 .
Example
Agent 3000 wants to log in to processing group 3101 from extension 1000; agent 3000 has password 1234. The desktop application must be registered for both 1000 and 3000. (Processing group 3101 is not necessarily configured in
Configuration Manager.)
The following login request must be issued from extension 1000:
RequestAgentLogin
AttrThisQueue '3101' (Processing Group)
AttrThisDN '1000' (Login Extension)
AttrAgentID '3000' (AgentID)
AttrPassword '1234'
Extension 1000 is now taken out of service, and 3000 is taken into service on the same handset.
Note:
The identity of the pilot that can distribute calls to this agent now depends on the ACD configuration in the PBX.
Preassigned and Supervisor Agents
The Alcatel A4400 PBX has a feature called Preassigned Agents. An agent who is preassigned can log in to the CCD but cannot log in to a processing group (PG). Only a supervisor using the Call Center Supervisor (CCS) application can assign such an agent to a group. When an agent is logged in but not assigned to a processing group, he or she is in the
Preassigned
state.
Note:
Agents configured as supervisors in the PBX can enter a processing group from the
Preassigned
state and can move between groups, both manually and using CTI requests.
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defines the login/logout behavior of preassigned and supervisor agents.
Table 14: Behavior of Preassigned and Supervisor Agents
Supervisor/
Preassigned
Agent State
Logged out
Request Event
RequestAgentLogin
ThisQueue = ""
EventAgentLogin
ThisQueue not provided
GCTI_PREASSIGNED_
AGENT=1
EventAgentLogin
ThisQueue = PG
Supervisor only
RequestAgentLogin
ThisQueue = PG
Logged in, preassigned (not entered in PG)
Supervisor only
RequestAgentLogin
ThisQueue = PG
Logged in and entered in PG
RequestAgentLogout
ThisQueue = ""
Supervisor only
RequestAgentLogin
ThisQueue = PG2
EventAgentLogin
ThisQueue = PG
EventAgentLogout
RequestAgentLogout
ThisQueue = ""
RequestAgentLogout
ThisQueue = PG
EventAgentLogout
ThisQueue = PG
EventAgentLogin
ThisQueue = PG2
EventAgentLogout
ThisQueue = PG
EventAgentLogout
EventAgentLogout
State on PBX
After Request
Logged in, preassigned (not entered in PG)
Logged in, entered in PG
Logged in, entered in PG
Logged out
Logged in, entered in PG2.
Logged out
Logged in, preassigned (not entered in PG)
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Chapter 6: Alcatel A4400 Switch-Specific Configuration Configuring CCD Agents
Procedure:
Configuring CCD agent devices in the PBX
Summary
You can assign an agent device to one or several processing groups on the
PBX. The processing group is a device on the switch where agents log in and become available for the ACD.
Start of procedure
1. In the PBX configuration, navigate to mgr/Users/Create
.
2. Assign the agent device to one or more processing groups.
3. Configure the agent device as shown in Table 15 . Although you can assign
the agent device to several processing groups, he or she can be logged in to only one at any time.
Table 15: Agent Device Configuration
Entries
Directory
Number
Shelf/board/ equipment address
ACD Station
Value
Agent Number
255/255/255
Description
The Agent Number (ID) in the PBX.
An agent is not assigned to any hardware unless he or she logs in.
Agent/Supervisor Defines whether this is a normal agent or supervisor.
End of procedure
CCD Agent/Supervisor–Related T-Server Features
Procedure:
Configuring Headset mode for agent handsets
Purpose: To enable agents to activate
Headset
mode on the handset at login.
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Start of procedure
1. In the PBX configuration, navigate to mgr/Users/Go down hierarchy/
Progr. Keys
2. For every agent who is going to use this feature, configure a headset button in the PBX by setting the value one of the programmable function keys headset.
3. Set the default Headset mode for this agent by setting the value of option headset-mode.
With value
true
, agents are automatically logged in with Headset mode
(where a Headset button is configured).
With value false,
agents are logged in with headset mode switched off.
End of procedure
Procedure:
Overriding Headset mode in extensions
Start of procedure
1. To override the default behavior of
Headset
mode defined by the headset-mode
option, configure extension
GCTI_HEADSET_MODE
in any
TAgentLogin request to have:
A nonzero value (integer), to activate Headset mode.
A zero value, to deactivate Headset mode.
End of procedure
Supervisor Help Services
Procedure:
Configuring supervisor call behavior in T-Server
Purpose: To enable agents to request a connection to an available supervisor.
Summary
When this request is made, the PBX ignores the call destination in the request and selects an available supervisor for the call instead. If there is no supervisor agent logged in or available, the PBX rejects the request.
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Start of procedure
1. In the PBX configuration, navigate to mgr/Users/Go down hierarchy/?????
2. To enable agents to request a connection to an available supervisor, set the value of configuration option supervisor-call-enable
to true
.
3. To force all agent calls to be sent to an available supervisor, regardless if the number dialed, set the value of option supervisor-call to true.
End of procedure
Procedure:
Overriding supervisor call settings in extensions
Start of procedure
1. To override the default settings defined in option supervisor-call
, configure the extension
GCTI_SUPERVISOR_CALL
to have:
A nonzero (integer) value to send the call to a supervisor.
A zero value to send the call to the defined destination.
End of procedure
Note:
GCTI_SUPERVISOR_CALL can be used in
TMakeCall, TInitiateTransfer,
TInitiateConference, TMuteTransfer and TSingleStepTransfer.
Procedure:
Configuring/canceling a supervisor help request
Purpose: To enable a CCD agent to request assistance from an available CCD supervisor.
Start of procedure
1. The agent requests assistance from an available CCD supervisor using the
TRequestPrivateService
request using
Service Number 6
).
2. When an agent requests supervisor assistance, the CCD finds an available supervisor. If successful, both the requesting agent and the selected supervisor are notified using EventPrivateInfo with Service Number 6 (see
“Supervisor Assistance Request Event”
). The
OtherDN
attribute of the event contains the selected supervisor or the requesting agent, respectively.
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(
).
4. The agent can cancel a request for assistance by using
TRequestPrivateService
with
Service Number 7
). This request must contain extension
GCTI_OTHER_DN
set to the number of the supervisor. Both agent and supervisor are notified by EventPrivateInfo with Service Number 7.
Note:
The supervisor can use the same request with
Service Number 7
to reject the service request from the agent. In this case,
GCTI_OTHER_DN
must be set to the number of the requesting agent.
Procedure:
Configuring supervisor listening/step-in
Purpose: To enable the supervisor listening and step-in functionality.
Summary
T-Server provides agent-monitoring functionality—the Supervisor Step-In feature—for supervisor agents in the PBX. This feature allows supervisors to participate in an agent business call in three different ways:
•
Listen—Supervisor can hear what is being said but cannot participate in the conversation.
•
Restricted intrusion—Supervisor can hear what is being said and can talk to the agent without the customer being able to hear what is said.
•
Full intrusion—Supervisor is actively participating in a conference with the agent and the customer.
Start of procedure
1. Enable the PBX
SingleStepConference
function by programming the
ACD
Listening
key for every supervisor agent. Navigate to mgr/Users/Go down hierarchy/Progr. Keys.
2. For every supervisor agent, set the value of
function to acd listening.
3. In the
Tserver section of T-Server, set the value of configuration option supervisor-step-in
to true.
With this value, all single-step conference calls are made in Supervisor Step-In mode.
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4. Defines the type of supervisor participation by setting the value of configuration option participation-type to either active or silent. This defines how supervisors participate in conference calls created by the
TSingleStepConference service.
End of procedure
Procedure:
Overriding supervisor listening/step-in settings in extensions
Purpose: To override the default settings for supervisor listening/step-in for individual calls by using extensions in
TSingleStepConference.
Start of procedure
1. To override the default settings defined in option supervisor-step-in for an individual call, configure the extension GCTI_SUPERVISOR_STEP_IN to have either of the following values:
1
—listening mode only
0
(zero)—listening mode only
2. To override the default settings defined in option participation-type for an individual call, configure the extension
GCTI_PARTICIPATION_TYPE
to have either of the following values::
1
—Full intrusion. The supervisor fully participates in the call.
0
(zero)—Restricted intrusion. The supervisor hears everything and can talk to the agent without the customer hearing.
End of procedure
Monitoring Mode
When a supervisor activates the Supervisor Step-In feature, T-Server notifies clients of the Monitoring mode, using the extension
GCTI_ACTIVE_MONITORING.
See
Table 16 . This extension is reported in all events until the supervisor is no
longer involved in the call. The supervisor can change the Monitoring mode
152 Framework 7.6
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EventCallInfoChanged.
Table 16: Monitoring Mode Extension GCTI_ACTIVE_MONITORING
Extension
Key
GCTI_ACTIVE_MONITORING
Used In Description
Type
Integer Call-related events Defines the Monitoring mode.
Valid values:
0
—Silent monitoring (listen).
1
—Active monitoring (intrude/ restricted).
Permanent Listening
The Permanent Listening feature allows a CCD supervisor to show the status of an agent on the display of the phone set (no voice path is connected).
Permanent listening is activated by issuing
TRequestPrivateService
with
Service Number 15
(see
“Activate Permanent Listening”
Procedure:
Configuring unavailable/withdrawal types in processing groups
Purpose: To set up codes for agents to specify reasons for withdrawing from processing groups.
Summary
You can define up to nine withdrawal types for each processing group (PG) on the PBX. If an agent withdraws from the PG, he or she is asked for this withdrawal type. Use the withdrawal types to provide a more accurate reason for withdrawing from the PG.
To use this feature, the requested withdrawal type must be configured in the
PG where the requesting agent is logged in.
Start of procedure
1. Navigate to mgr/Applications/CCD/ProcessingGroup/Consult.modify.
2. In the unavailable/withdrawal type
field
, s pecify the number (1–9) of withdrawal types you want to display on the agent phonesets.
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3. For each withdrawal type you specify, in the
Display unavailable/ withdrawal type x field, add the text to display on the phoneset when this type is invoked by the agent.
End of procedure
Procedure:
Overriding unavailable/withdrawal types using extensions
Start of procedure
1. You can override the default setting for unavailable/withdrawal types for an individual call by using the extension
GCTI_NOT_READY_ACTIVATION
in
TAgentSetNotReady.
T-Server reports the withdrawal type using the same extension in
EventAgentNotReady.
End of procedure
Advanced Agent Features
Procedure:
Configuring smart monitoring
Purpose: To reduce the number of PBX CSTA licenses required by enabling
T-Server to stop monitoring on devices that are out of service.
Summary
Normally, T-Server must be registered for both the extension (ACD-authorized device) and the position (Agent Device) to be able to receive events correctly from the PBX. This, however, uses two CSTA licenses in the PBX, even though one of the devices will always be out of service, depending on the login state of the agent.
Smart monitoring enables T-Server to stop monitoring on the device that is out of service. This means that when the agent logs in, T-Server starts monitoring the agent device and stops monitoring the ACD-authorized device, and vice versa. As the out-of-service device used for the agent or agent device is not monitored, only one CSTA license is necessary for every physical phone set.
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1. To reduce the number of CSTA licenses required, in the
Tserver
section of
T-Server, set the value of configuration option agent-smart-monitor to true
.
2. To monitor only logged-in agents that are configured as a Position object in Configuration layer, set the value of agent-smart-monitor to
strict.
This only has effect if option agent-substitute
is set to
true.
See “agent-smart-monitor” on
3. When this feature is enabled, configure the PGs where the agents log in to withdraw the agent at logon. Otherwise, when calls are waiting in the queue, the agent may not get events for the first call because he or she receives it before monitoring can be started.
Restrictions
•
As there may be a short period of time when the agent logs in where two licenses are in use, you should have at least one extra license available in the PBX (that is, a minimum of number of DNs + 1).
Agent Substitution
Note:
In release 7.1 of T-Server, Agent Substitution is the default mode of the switch. For backward compatibility, you can deactivate it by setting option agent-substitute to false.
When Agent Substitution is activated (normal operation), T-Server sends all call-related events on the ACD-authorized device when an agent is logged in.
This means that T-Server clients only need to register for the ACD-authorized device and not the agent device.
Although T-Server is reporting all events for the agent on the ACD-authorized device extension, calls must still be made to the agent and not to the
ACD-authorized device.
Notes:
T-Server rejects all client registration requests for devices configured as ACD Positions in Configuration Layer.
When Agent Substitution is deactivated, an agent is logged in by sending a login request on a ACD-authorized device, and then the agent device is taken into service. No call-related events are received on the ACD-authorized device. This behavior is retained for backward compatibility.
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Chapter 6: Alcatel A4400 Switch-Specific Configuration Advanced Agent Features
Procedure:
Activating agent substitution for use with Genesys routing for PBX releases prior to R5.0-d2.314.7
Start of procedure
1. Configure all agents to have their Employee ID configured to be the same as their Agent ID on the PBX.
2. Set the Universal Routing Server option use_agentid to true .
This option routes interactions to an agent’s Employee ID (not their Agent
ID) as configured in Configuration Manager.
End of procedure
Procedure:
Activating agent substitution for use with Genesys routing for PBX releases higher than R5.0-d2.314.7
Start of procedure
1. Navigate to mgr/Applications/CCD/CCD_RSI system parameters/
Review_Modify/ProACD forwarded to agent at logon
.
2. Activate the CCD option
ProACD forwarded to agent at logon
. When this option is activated, you do not need to use the URS option use_agentid
.
End of procedure
Note:
If the Smart OtherDN Handling feature is used (see “convert-otherdn” on page 292
), you do not need to use the URS option use_agentid .
Configuration Option agent-substitute
Default Value: true
Valid Values: true, false
Changes Take Effect: After T-Server is restarted
Value true
means that T-Server generates reporting and accepts requests for
CCD/RSI agents on the pro_ACD device where the agent has logged in.
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Extensions
When Agent Substitution is activated, T-Server also attempts to perform the necessary attribute substitutions in call-related events.
T-Server uses the following three additional extensions for call-related events to provide the presubstitution value of the corresponding event attribute:
•
GCTI_SUB_THIS_DN
—Corresponds to
AttributeThisDN.
•
GCTI_SUB_OTHER_DN
—Corresponds to
AttributeOtherDN.
•
GCTI_SUB_THIRD_DN
—Corresponds to
AttributeThirdPartyDN.
T-Server provides an extension if the value has been substituted by T-Server.
For example, if
AttributeOtherDN
has been substituted in an event, T-Server provides extension
GCTI_SUB_OTHER_DN
in that event.
Configuring CCD Objects
The Alcatel ACD is made up of a three-tier system, allowing a flexible call-distribution system to be created. The call flow is as follows:
1. Calls enter the ACD on the pilot device.
2. The pilot can be configured to distribute calls to any combination of queues.
3. Queues, in turn, distribute to any combination of processing groups where agents are logged in.
At least one agent must be logged in to an associated processing group; otherwise, all calls to the pilot are rejected. Alternatively, you can configure a dissuasion group to be always open for calls.
Note:
To get consistent reporting, you only have to configure the pilot in
Configuration Layer. T-Server can provide information about queues and processing groups, if required.
Configuration Layer, page 157 .
Procedure:
Configuring CCD Pilots in the Configuration Layer
Purpose: To configure the CCD Pilot to provide information about how the call was distributed.
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Chapter 6: Alcatel A4400 Switch-Specific Configuration Configuring CCD Objects
Start of procedure
1. In the Configuration Layer, complete the following fields for the CCD pilot device:
•
Type — ACD Queue
•
Number
—< pilot number
>. The number of the pilot as configured on the
PBX
•
Register
— true.
T-Server should register for this device on the PBX.
End of procedure
Procedure:
Configuring CCD Pilots in the PBX
Start of procedure
1. Navigate to mgr/Applications/CCD/Pilot.
2. Set
Directory Number
to < pilot number
>.
3. Configure Pilot Supervised Transfer according to whether consult calls will ( true
) or will not ( false
) be distributed before transfer is completed.
4. Configure ABC Local Call Allowed according to whether direct calls through private ABC networks from other Alcatel A4400s are allowed or not allowed to this pilot.
5. Configure
AutoWrapUp Timer
. The PBX can apply this after-call work period after a business call. The unit is 100 msec
6. Configure
Time Between Two Calls
. The PBX can apply a mandatory break after a business call. If
AutoWrapUp Timer
has been configured, it will be applied before this pause. The unit is 100 msec.
7. Set
Pilot Routing Flag to false.
Value true will not work with T-Server.
End of procedure
Procedure:
Configuring CCD Queues in Configuration Layer
Summary
To get information about how the call was distributed, you can configure the presentation guide, queues, blocking guide, and all the waiting guides in
Configuration Layer. If any of these is configured, T-Server will send
Queued/
Diverted
events if a call is queued on this device.
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Start of procedure
1. In the Configuration Layer, configure the following fields for the CCD queue object.
•
Type — ACD Queue
•
Number
—Queue/Guide number. The following are valid numbers:
— <Any queue>
—
0PRG
= presentation guide
—
0CLO = blocking guide
—
0WG1-6
= waiting guides
—
0IVR1-6
= IVR guides for IVR-in-Queue
—
0IAA1-6
= interactive/automatic attendant
•
Register —No (not checked)
End of procedure
Configuring CCD Queues in the PBX
No special considerations need to be taken into account when configuring queues on the Alcatel A4400.
Procedure:
Configuring CCD/RSI processing groups in
Configuration Layer
Purpose: The CCD processing group (PG) is the device in the PBX where
CCD agents are logged in. By configuring the PG in Configuration Layer, you can query the number of agents logged in.
You do not have to configure PGs in Configuration Layer for call reporting to be consistent.
Start of procedure
1. In the Configuration Layer, configure the following fields for the CCD/RSI
Processing Groups object.
•
Type — ACD Queue
•
Number
—<PG number>. The number of the PG as configured on the
PBX.
•
Register
— false.
T-Server should not register for this device on the
PBX.
End of procedure
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Chapter 6: Alcatel A4400 Switch-Specific Configuration Configuring CCD Objects
Procedure:
Configuring CCD processing groups in the PBX
Start of procedure
1. Navigate to
mgr/Applications/CCD/Pilot.
2. Configure
Directory Number
with the <PG number>.
3. Configure Withdrawal After Logon to either true or false . This determines the state of the agent after login.
4. Configure Pilot Direct Call to have the <Pilot Directory Number>.
Thisd Defines if an incoming external call that arrives directly at an agent who is logged in to this PG is considered a business call. The pause and wrap-up timers defined in the configuration for this pilot are applied to the agent after such a call is released.
5. Configure
Outgoing ACD Calls
. This defines if a direct outgoing external call made by an agent who is logged in to this PG is considered a business call ( true
). This means that the pause and wrap-up timers configured in the pilot specified in the
Pilot Direct Call
option are applied when the call is released.
6. Configure the
Withdrawal Type
with a value from
0
to
9
. If
1-9,
the agent is asked for a withdrawal type when withdrawing from the PG. The withdrawal type can be selected by using RequestAgentNotReady with extension
GCTI_NOT_READY_ACTIVATION.
This option defines how many withdrawal types are presented to the agent.
7. Configure
Display Withdrawal Type
< n
> with the text that will be s hown in the agent phoneset display if the agent withdraws manually (not by CTI).
End of procedure
160 Framework 7.6
Chapter
7
Supported Functionality in
T-Server for Alcatel A4400/
OXE
This chapter describes the telephony functionality supported by the T-Server for Alcatel A4400/OXE. It includes the following sections:
Support for No-Answer Supervision, page 162
Support for Emulated Agents, page 164
Smart OtherDN Handling, page 169
Hot-Standby HA Synchronization, page 171
Support for Boss/Secretary Functionality, page 173
Support for A4400/OXE Spatial Redundancy, page 174
Support for Outbound Caller ID, page 174
T-Library Functionality, page 175
Support for Agent Work Modes, page 189
Use of the Extensions Attribute, page 193
Private Services and Events, page 189
Inter Server Call Control Feature, page 213
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Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE Support for No-Answer Supervision
Support for No-Answer Supervision
This section describes the No-Answer Supervision feature.
Agent No-Answer Supervision
This feature provides the following functionality:
•
If an agent does not answer a call within a specified timeout, T-Server can divert the call to a sequence of overflow destinations. Alternatively, you can configure T-Server to send calls back automatically to the last distribution device.
•
If an agent fails to answer a call that is ringing within a specified timeout, you can configure T-Server to either log out the agent or set the agent
NotReady,
to prevent further calls from arriving.
Configuration Options
T-Server provides three configuration options to define the behavior of the
Agent No-Answer Supervision feature:
•
agent-no-answer-timeout
)
•
agent-no-answer-overflow
•
agent-no-answer-action
)
Extension No-Answer Supervision
The No-Answer Supervision feature includes devices of type extension
and provides the following functionality:
•
If a call is not answered on an extension within a specified timeout,
T-Server can divert the call to a sequence of overflow destinations.
Alternatively, you can configure T-Server to send calls back automatically to the last distribution device.
Configuration Options
T-Server provides two configuration options to define the behavior of
Extension No-Answer Supervision:
•
extn-no-answer-timeout (see
)
•
extn-no-answer-overflow
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Position No-Answer Supervision
The No-Answer Supervision feature includes devices of type position
and provides the following functionality:
•
If a call is not answered on a position within a specified timeout, T-Server can divert the call to a sequence of overflow destinations. Alternatively, you can configure T-Server to send calls back automatically to the last distribution device.
Configuration Options
T-Server provides two configuration options to define the behavior of Position
No-Answer Supervision:
•
posn-no-answer-timeout
(see
)
•
posn-no-answer-overflow
Configuration Options for Device-Specific Overrides
T-Server provides three configuration options to enable you to configure device-specific overrides for individual devices. You set the values for these options in the
TServer
section on the
Annex
tab of the individual device or, in the case of agents, the agent ID in Configuration Manager. There are three options:
•
no-answer-timeout (see
)
•
no-answer-overflow
(see
•
no-answer-action
(see
)
Extension Attributes for Overrides for Individual Calls
For all the No-Answer Supervision options you can specify an extension
Attribute in
TRequestRouteCall that will override the configured value for individual calls. This method allows the no-answer behavior to be determined in a routing strategy. These extensions are used:
•
NO_ANSWER_TIMEOUT
•
NO_ANSWER_OVERFLOW (see
•
NO_ANSWER_ACTION
(see
)
Note:
It is not necessary to specify all extensions. T-Server will use the configured values for any extension not specified.
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Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE Support for Emulated Agents
Support for Emulated Agents
Introduction
Most PBX types provide native ACD (automatic call distribution) functionalities that include call distribution as well as agent-related features. In such ACD systems, it is often possible to introduce business-call handling, such as automatic wrap-up and legal guard time, after a call is released that the
PBX classifies as a business call. Business–call–handling features include:
•
Automatic wrap-up (or after-call work).
A period of time after a business call has ended, during which agents can finish call-related work before receiving the next business call.
•
Legal-guard time.
In some countries it is a legal requirement that agents receive a small break, typically a few seconds, between business calls.
Using the Emulated Agent feature, T-Server provides full emulation of these business-call–handling functions.
In addition, there are cases where the PBX does not recognize a call to a real
ACD agent as a business call, but T-Server does. In this case T-Server is able to emulate business-call handling for such agents as well.
Configuration
T-Server provides a fully functional emulated agent model that can be used when there are no agent features available on the PBX. This model enables full agent support for T-Server desktop applications as well as other Genesys solutions.
T-Server activates agent emulation for any agent that logs in using a request where the device provided in the queue attribute is defined as a Routing Point in the T-Server configuration. In this case T-Server does not send a login request to the PBX.
Automatic Business-Call Handling
T-Server provides the following configuration options to define business-call handling:
•
wrap-up-time
•
legal-guard-time
wrap-up-time
Default Value:
0
Valid Value: Any integer from
0-1000
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Changes Take Effect: Immediately
Defines an emulated agent pause time (in seconds) after a business call has been disconnected. T-Server always considers a routed call a business call.
Note:
You can override this option for individual agents in Configuration
Layer by setting the wrapup
option in the
Person
configuration.
legal-guard-time
Default Value:
0
Valid Value: Any integer from
0-10
Changes Take Effect: Immediately
Specifies a legal guard time (in seconds) for emulated agents to postpone the transition to the
Ready
state after a business call. T-Server always considers a routed call a business call. See also inbound-bsns-calls and outbound-bsnscalls
Manual Wrap-Up and Ready States
An agent can activate wrap-up time on request, by issuing a NotReady request with the workmode
set to
CallWork.
You can configure this feature in T-Server using the following options:
•
timed-cwk-in-idle
•
cwk-in-idle-force-ready
•
notrdy-bsns-cl-force-rdy
timed-cwk-in-idle
Default Value: true
Valid Values:
true, false
Changes Take Effect: Immediately
Specifies whether T-Server applies the automatic wrap-up timer when an agent sends RequestAgentNotReady(CallWork).
When set to false, T-Server does not automatically end manual wrap-up.
cwk-in-idle-force-ready
Default Value:
true
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether, after timed manual wrap-up (when option timed-cwk-inidle is set to true
), T-Server forces the agent to the
Ready state. If set to false,
T-Server returns the agent to their state prior to requesting manual wrap-up.
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notrdy-bsns-cl-force-rdy
Default Value: false
Valid Values: true, false true false
T-Server forces the agent to the
Ready
state after the after-call work and legal guard timer have been applied.
T-Server returns the agent to the same state that he or she was in before the call.
Changes Take Effect: Immediately
Defines whether T-Server forces the agent to the Ready state after a business call that was received while the agent was not ready, or returns the agent to the previous
NotReady
state.
T-Server Call Categories
Depending on how a call arrives at an agent, T-Server automatically assigns every call to one of three categories. Based on this assignment, T-Server applies the appropriate business-call handling after the call is released.
Business Calls
T-Server categorizes any call that is distributed to an agent either from a Queue or from a Routing Point as a business call. Use the following configuration options to define whether T-Server should assign direct incoming calls to, and direct outgoing calls from, agents as business calls:
•
inbound-bsns-calls
•
outbound-bsns-calls
inbound-bsns-calls
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether all established inbound calls on an emulated or real agent desktop should be considered business calls.
outbound-bsns-calls
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether all established outbound calls on an emulated or real agent desktop should be considered as business calls after being established.
If automatic emulated wrap-up and legal guard times are configured, T-Server applies them automatically when an agent releases a business call.
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When calls are distributed to real ACD agents, T-Server attempts to recognize whether the PBX will apply business-call handling. If so, T-Server suppresses emulated business-call handling.
There may be situations where the PBX does not recognize a call to a real
ACD agent as a business call, but T-Server does. In these situations T-Server assumes that the PBX will not perform any business-call handling on that agent and applies emulated business-call handling instead.
Work-Related Calls
T-Server categorizes any call that an agent makes while in the NotReady state with workmode
set to
CallWork
or
AuxWork
as a work-related call. T-Server does not apply any automatic business-call handling after a work-related call.
Because emulated agents can make or receive a direct work-related call while in wrap-up time, T-Server pauses the emulated wrap-up timer for the duration of such a call.
If an agent receives a direct work-related call during legal guard time, T-Server cancels the legal guard timer and re-applies it at the end of the work-related call.
Private Calls
T-Server categorizes any call that does not fall into the business or workrelated categories as a private call. T-Server does not apply any automatic business-call handling after a private call.
If emulated agents receive a direct private call while in wrap-up or legal guard time, the emulated wrap-up or legal guard timer is not interrupted.
Emulated Wrap-Up Time for CCD Agents
In many cases, the CCD does not apply business-call rules to a call that was routed directly to an agent because it does not recognize the call as a business call. In this case the CCD applies no wrap-up or legal guard time after such a call is released.
This feature allows T-Server to apply the emulated wrap-up and legal guard time for agents after such a call is released.
After a T-Server business call (not a CCD business call) is released on a CCD agent, T-Server immediately applies CCD wrap-up on this agent to stop new calls arriving to this agent.
Note:
If a CCD agent releases a T-Server business call while the CCD is waiting to distribute a call to this agent, T-Server cannot apply this feature.
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If an agent requests withdrawal manually, there is a two- to three-second delay before the PBX sends the CSTA event. If pause/guard time expires during this delay, T-Server sets the agent back to the
Ready
state.
Procedure:
Configuring manual wrap-up time for CCD agents in the PBX
Summary
For this feature to work, T-Server must apply a wrap-up timer on the PBX when a T-Server business call is released.
Start of procedure
1. Navigate to
Mgr/Applications/CCD/Processing Group.
2. Configure Wrap-Up Idle Timer to equal the combined duration (in seconds) of T-Server options real-agent-pause-time
and legal-guard-time
plus a small amount extra.
For example, if real-agent-pause-time = 30
seconds and legal-guard-time
is set to
5
seconds, configure this option to
38 seconds.
End of procedure
Procedure:
Configuring wrap-up time for CCD agents in
Configuration Layer
Start of procedure
1. Set the value of option real-agent-pause-time.
Wth values from
0-999,
T-Server sends
EventAgentNotReady
with workmode
= 3 (AgentAfterCallWork)
when a routed call is released. At the end of the wrap-up time, T-Server applies legal-guard time if it is configured, otherwise T-Server sends
EventAgentReady.
With value
1000, an “eternal” wrap-up is defined. T-Server sends
EventAgentNotReady with workmode = 3 (AgentAfterCallWork)
when a routed call is released. T-Server does not automatically return the agent to the
Ready
state.
This timer is only applied if a routed call was established on the agent
End of procedure
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Interrupting CCD Agent Wrap-Up Time
Emulated wrap-up time on CCD agents can be interrupted in several ways. The effect of such interruptions is described below.
Direct Call from the Agent
When an agent makes a direct calls during the emulated wrap-up time, he or she is set directly to the
Ready
state before the call is initiated.
Agent Logs Out
T-Server immediately logs out the agent.
Agent Requests Ready
T-Server immediately interrupts the emulated wrap-up time and sends
EventAgentReady.
If legal-guard time is set, T-Server delays
EventAgentReady for that duration.
Agent Requests Not Ready (Withdraw)
The agent is withdrawn.
Smart OtherDN Handling
In T-Server release 7.1, for T-Server clients that provide the Agent ID value as the
OtherDN
in requests to T-Server, T-Server can convert this
OtherDN
value using its knowledge of the association between the Agent ID and the DN to ensure the correct execution of the request by the switch. For switches expecting an Agent ID in the place of a DN for a particular operation, T-Server can convert the
OtherDN
value supplied by client to the Agent ID that the switch expects.
Configuration Option and Extension
Configuration
Option
A new configuration option and extension are provided to enable and disable this feature.
convert-otherdn
Default Value:
+agentid +reserveddn +fwd
Valid Values:
+/-agentid, +/-reserveddn, +/-fwd
Changes Take Effect: Immediately
Defines whether T-Server has to convert (if applicable) the value provided in request's
AttributeOtherDN
.
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Extension
Value
+/-agentid
turns on/off either the conversion of the Agent ID value provided in the OtherDN attribute to the DN associated with this Agent, or the
DN value to Agent ID value (where appropriate).
Value
+/-reserveddn
turns on/off the conversion of
OtherDN
for reserved DNs.
Value
+/-fwd turns on/off conversion of
OtherDN
in request
TSetCallForward.
A new extension key,
ConvertOtherDN,
is also provided to enable this feature to be applied on a call-by-call basis.
Supported Requests
shows the requests that assume the use of the OtherDN value as a switch directory number known to T-Server, and that can therefore support
Smart OtherDN Handling.
Table 17: Requests That Support Smart OtherDN Handling
TRequest
TMakeCall
TMakePredictiveCall a
TRedirectCall
TInitiateTransfer
TMuteTransfer
TSingleStepTransfer
TInitiateConference
TSingleStepConference
TDeleteFromConference
TListenDisconnect
TListenReconnect
TCallSetForward b
Meaning of
OtherDN Attribute
Call destination
Call destination
New destination for call
Call destination
Call destination
New destination for call
Call destination
New destination for call
Conference member to be deleted
Request target
Request target
Request target
AgentID-to-DN
Conversion
Yes
Yes
Yes
No
No
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Reserved DN
Conversion
Yes
Yes
Yes
No
No
Yes
Yes
Yes
Yes
Yes
Yes
Yes
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Table 17: Requests That Support Smart OtherDN Handling (Continued)
TRequest
TGetAccessNumber
TSetCallAttributes
TReserveAgentAndGet
AccessNumber
TMonitorNextCall
TCancelMonitoring
TRouteCall d c c c
Meaning of
OtherDN Attribute
DN for which
Access Number is requested
Not specified
DN for which
Access Number is requested
Agent DN to be monitored
Agent DN that was monitored
New destination for call
AgentID-to-DN
Conversion
No
No
No
Yes
Yes
Reserved DN
Conversion
No
No
No
Not applicable
Not applicable
• RouteTypeUnknown
• RouteTypeDefault
• RouteTypeOverwriteDNIS
• RouteTypeAgentID
Yes
Yes
Yes
Yes e
Yes
Yes
Yes
Yes e a.
TMakePredictiveCall assumes that the directory number should be outside the switch; however, this request could also support Smart OtherDN Handling.
b.
TCallSetForward has a separate flag in the configuration option for enabling conversion.
c. T-Server cannot intercept these requests.
d. Only the listed route types are applicable for OtherDN conversion.
e. T-Server must perform Agent ID-to-DN conversion explicitly. The configuration option should be ignored.
Hot-Standby HA Synchronization
This section describes how T-Server supports hot-standby HA synchronization.
shows the process of successful detection of T-Server synchronization. The primary T-Server is assumed to have successfully completed switch synchronization.
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T-Server 1
(Primary)
T-Server 2
(Backup)
Switch synchronization complete
Start T-Server synchronization
Commencing switch synchronization
EventSwitchInfo (backup ready)
Ready to send
EventLinkConnected
T-Server synchronization complete
EventSwitchInfo (full sync done)
Send
EventLinkConnected
Figure 12: Successul Hot-Standby HA T-Server Synchronization
Primary T-Server Still in Start-up Phase
If the primary T-Server is still in the process of switch synchronization when it receives a Backup Ready message from the backup T-Server, the primary
T-Server sends the
Full Sync Done
message immediately. This allows the backup T-Server to send
EventLinkConnected and become available. The
Management Layer then sets the backup T-Server as the new primary, and vice versa. Once the old primary T-Server finishes switch synchronization, it then initiates T-Server synchronization with the new primary T-Server as shown in
.
Primary T-Server’s Link with the Switch is Down
If the primary T-Server has lost communication with the switch when it receives a
Backup Ready
message from the other T-Server, then it sends the
Full Sync Done
message immediately. It can be assumed to have lost synchronization with the switch itself and there is no guarantee that it will recover communication with the link, which the backup T-Server currently has.
Backup T-Server Fails During Synchronization
If the backup T-Server fails while waiting for synchronization, then the primary T-Server stops the synchronization process.
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Primary T-Server Fails During Synchronization
If the primary T-Server fails while waiting for synchronization, then the backup T-Server sends
EventLinkConnected immediately.
Call Synchronization Between T-Servers
An integral part of T-Server synchronization is the synchronization of the connection IDs of the calls between the T-Servers. It is the connection IDs of calls created by the backup T-Server during the switch synchronization phase that differ from those in the primary T-Server—those created afterwards are synchronized by the normal HA mechanism. When the primary T-Server receives the
Backup Ready
message from the backup T-Server, it tags all current calls. Once all tagged calls have been released, the primary T-Server can be certain that the connection IDs for all current calls have been synchronized with the backup T-Server because they were created after the backup T-Server completed its startup phase. If no further T-Server synchronization is required, the primary T-Server sends the
Full Sync Done
message to the backup
T-Server.
Configuration Option
Configuration option ha-sync-dly-lnk-conn
enables control of this feature.
ha-sync-dly-lnk-conn
Default Value: false
Valid Values:
true, false
Changes Take Effect: At T-Server start/restart
Determines whether the backup T-Server delays sending of
EventLinkConnected
until it has been notified that T-Server synchronization has completed. With value
true,
the backup T-Server sends
EventLinkConnected once it has completed switch synchronization (that is, after all calls are cleared in the primary T-Server). With value false,
there is no delay in sending
EventLinkConnected
and synchronization takes place as for pre-7.1 T-Servers.
Support for Boss/Secretary Functionality
Boss/Secretary functionality on the PBX cannot be supported by CTI, because no events are generated. Please refer to your switch documentation for details of this feature.
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Support for A4400/OXE Spatial
Redundancy
To enable Spatial Redundancy two link sections (link-n-name) must be configured in the T-Server options, and their corresponding sections created in the Options tab. One link points to the "role address" used by one Appliance
Server/Media Gateway; the other link points to the "role address" used by the second Applicance Server/Media Gateway.
At link startup, T-Server polls both links until it receives a response from one.
It then closes the other link. If the active link goes down, T-Server then reopens both links and keeps polling until it receives a response.
If a PBX switchover occurs, T-Server momentarily loses connection to all links. After the link has been re-established the PBX provides no information for any calls that were ongoing before the switchover, and any calls received during the switchover. Thus, after the switchover is completed, T-Server is unable to report the correct device states or call states for any devices involved in such calls. All calls that arrive after the switchover are handled correctly.
It is possible in some instances for the T-Server and PBX to lose agent state synchronization immediately after a switchover. If this occurs, T-Server attempts to recover, but a manual agent-state change on the phoneset may still be required.
If the communication between the primary and backup Appliance Server/
Media Gateway is lost, then one of them enters the Peusdo-Main mode. In this mode the PBX allows T-Server to connect and start up, but no requests are accepted and no events are sent to T-Server.
To provide extra resilience in the event of primary T-Server failure, you can configure the primary and the backup T-servers in different subnets, each
T-Server polling both Appliance Servers.
Please see the relevant switch documentation for full details of his feature.
Support for Outbound Caller ID
T-Server supports Outbound Caller ID. Several new extensions are introduced to be used in
TMakePredictiveCall
,
TMakeCall
and
TRouteCall
(RSI only):
CPNDigits
Holds the digits according to numbering/dialing plan format that will be passed as a call line identity (CLI).
CPNPlan
Holds the number type (integer or string).
Valid values are
0
–
7
.
CPNType
Holds the numbering plan (integer or string).
Valid values are 0 – 15.
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CPNPresentation
Holds the presentation indicator (integer or string).
Valid values are 0 – 3 .
CPNScreening
Holds screening indicator (integer or string).
Valid values are
0
–
3.
T-Server will check Extension key
CPNDigits
and add any private data therein in the corresponding request to the PBX. The remaining extensions are optional and if values are absent or incorrect T-Server uses default value
0
.
Value representations should correspond to those defined in the PBX configuration.
Note:
The use of this functionality may be subject to statutory constraints as determined by the telecommunications regulatory bodies in different jurisdictions. Therefore use of this functionality must be agreed in advance by the relevant regulatory body for your jurisdiction.
T-Library Functionality
presents T-Library functionality supported by the Alcatel A4400/
OXE switch. The table entries use these notations:
•
N—Not supported
•
Y—Supported
•
I—Supported, but reserved for Genesys Engineering
•
E—Event only supported
In
, when a set of events is sent in response to a single request, the events are listed in an arbitrary order. An asterisk (*) indicates the event that contains the same
Reference ID
as the request. For more information, refer to the Genesys 7 Events and Models Reference Manual.
reflects only that switch functionality that Genesys software uses and might not include the complete set of events that the switch offers.
Certain requests listed in Table 18 are reserved for Genesys Engineering and
are listed here merely for completeness of information.
Detailed notes for specific functionalities may appear at the end of a table.
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Supported Functionality
Table 18: Supported Functionality
Feature Request/
Subtype
Support
TOpenServer
TOpenServerEx
TCloseServer
TSetInputMask
TDispatch
TScanServer
TScanServerEx
TRegisterAddress
TUnregisterAddress
TMakeCall
I
I
I
I
I
I
I
Y
Y
Y
Corresponding Events/Comments
General Requests
EventServerConnected
EventServerConnected
EventServerDisconnected
EventACK
Internal service. CSTA Set Monitor Filter service is not used.
Not applicable
Not applicable
Not applicable
Registration Requests
EventRegistered.
Monitor begins at startup, even if no clients are connected.
Restrictions apply.
EventUnregistered.
Monitors are stopped only when a device is disabled, deleted, or reconfigured into Local mode.
Call-Handling Requests
EventDialing
An analog extension must have Hands-Free mode turned on.
Note the following possibilities:
•
CTI_INHIBIT_PROGRESS_TONE,
GCTI_AUTO_ORIGINATE,GCTI_SUPERVISOR_CALL,
and
GCTI_REQUESTING_DEVICE
keys can be used in request.
•
ACR List
can also be defined.
• An account code defined by option accode-name could be used.
•
CPNxxx
keys could be used.
Call unparking is supported from release 7.0.204.
• Regular N
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Table 18: Supported Functionality (Continued)
Support Corresponding Events/Comments Feature Request/
Subtype
• DirectAgent
• SupervisorAssist
• Priority
• DirectPriority
TAnswerCall
TReleaseCall
TClearCall
THoldCall
TRetrieveCall
TRedirectCall
TMakePredictiveCall
TInitiateTransfer
TCompleteTransfer
TInitiateConference a
N
N
N
N
Y
Y
Analog extension must have Hands-Free mode turned on.
EventReleased
Target must be in
Dialing
or
Established
state. Extension key
GCTI_RECONNECT_GUIDE_LEVEL
can be used in this request.
N
Y
Y
Y
EventHeld
Only for T0/T2 calls
EventRetrieved Y
Y EventReleased
Y EventDialing*, EventQueued
Emulation of
TMakePredictiveCall
is supported (you must define Predictive Dialing devices in the Configuration Layer to use this service). The
GCTI_CSTA_CORRELATOR
and
ACR List
keys can be used in this request.
CPNxxx
extensions can also be used.
Transfer/Conference Requests
Y EventHeld, EventDialing*
GCTI_INHIBIT_PROGRESS_TONE,
GCTI_INHIBIT_HOLD_TONE, GCTI_PRIORITARY_TRANSFER,
GCTI_SUPERVISOR_CALL,
and
GCTI_SUPERVISED_TRANSFER
keys can be used in the request.
ACR List
can also be defined.
EventReleased*, EventPartyChanged
EventHeld, EventDialing*
GCTI_INHIBIT_PROGRESS_TONE, GCTI_INHIBIT_HOLD_TONE,
GCTI_PRIORITARY_TRANSFER,
GCTI_SUPERVISOR_CALL,
and
GCTI_SUPERVISED_TRANSFER
keys can be used in the request.
ACR List
can also be defined.
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Table 18: Supported Functionality (Continued)
Support Corresponding Events/Comments Feature Request/
Subtype
TCompleteConference Y
Y
EventReleased*, EventRetrieved, EventPartyChanged,
EventPartyAdded
Only three-party conferences are supported.
EventPartyDeleted*, EventReleased TDeleteFrom
Conference
TReconnectCall
TAlternateCall
TMergeCalls
• For Transfer
• For Conference
TMuteTransfer
TSingleStepTransfer
TSingleStep
Conference
TRouteCall
N
Y
Y
Y
Y
Y
N
N
Y
EventReleased, EventRetrieved*
EventHeld*, EventRetrieved
EventReleased*, EventPartyChanged
EventHeld, EventDialing*
EventReleased*, EventRetrieved, EventPartyChanged,
EventPartyAdded
Activates CCD supervisor monitoring of CCD agents. Use the
GCTI_SUPERVISOR_STEP_IN
and
GCTI_PARTICIPATION_TYPE extensions to set the Monitoring mode. You must configure an
ACD Listening
button in the PBX for the supervisor to use this request.
Call-Routing Requests
EventRouteUsed
If RSI Routing Points (available on PBX version 4.2 or higher) are not used, T-Server can emulate the routing service using virtual devices (virtual Zs). In this case the switch-routing service is not used. When a call is delivered to a virtual Z in the
Hunt Group
,
T-Server generates a
RouteRequestEvent
to its clients.
See Chapter 13, “Using Alcatel A4400 Routing Services
, and Chapter 12 for more information.
• Unknown Y
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Table 18: Supported Functionality (Continued)
Support Corresponding Events/Comments Feature Request/
Subtype
• Default Y For RSI routing services:
1. If destination is not specified in
RouteCall:
If default destination is specified in PBX configuration, the PBX routes the call.
Otherwise, the call is disconnected.
2. If the destination is specified in
RouteCall,
then the call is routed to the specified destination.
• Label b
• OverwriteDNIS b
• DDD b
• IDDD b
• Direct b
• Reject
Y
Y
Y
Y
Y
Y
For RSI routing services, if destination is not specified in
RouteCall:
• If default destination is specified in PBX configuration, the
PBX routes the call.
• Otherwise, the call is disconnected.
From T-Server release 7.5, T-Server does not request the release of the call from RSI, but only rejects the routing service. So, the
PBX configuration must handle the rejected call (for example, by overflow or disconnect).
• Announcement b
• PostFeature b
• DirectAgent b
• Priority b
• DirectPriority b
• AgentID b
Y
Y
Y
Y
Y
Y
TApplyTreatment Y
Call-Treatment Requests
(EventTreatmentApplied + EventTreatmentEnd)/
EventTreatmentNotApplied
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Table 18: Supported Functionality (Continued)
Support Corresponding Events/Comments Feature Request/
Subtype
• Unknown
• IVR
• Music
• RingBack
• Silence
• Busy
• CollectDigits
• PlayAnnouncement
• PlayAnnouncement
AndDigits
• VerifyDigits
• RecordUser
Announcement
• DeleteUser
Announcement
• CancelCall
• PlayApplication
• SetDefaultRoute
• TextToSpeech
• TextToSpeechAnd
Digits
• FastBusy
• RAN
TGiveMusicTreatment
TGiveRingBack
Treatment
TGiveSilence
Treatment
Y
Y
Y
Y
Y
Y
N
N
Y
N
Y
N
N
N
N
N
N
N
N
N
N
N
Only for a call on RSI.
Only for a call on RSI.
Only for a call on RSI.
Only for a call on RSI.
Only for a call on RSI.
Only for a call on RSI.
Only for a call on RSI.
Only for a call on RSI.
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Table 18: Supported Functionality (Continued)
Feature Request/
Subtype
TAgentSetIdleReason
TAgentSetReady
TAgentSetNotReady
• WorkModeUnknown
Support
N
Y
Y
Y
Corresponding Events/Comments
TCollectDigits
TSendDTMF
TOpenVoiceFile
TCloseVoiceFile
TLoginMailBox
TLogoutMailBox
TPlayVoice
TAgentLogin
• WorkModeUnknown
• ManualIn
• AutoIn
• AfterCallWork
• AuxWork
• NoCallDisconnect
TAgentLogout
Y
Y
Y
N
N
N
Y
DTMF (Dual-Tone Multifrequency) Requests
N
Y EventDTMFSent
Voice-Mail Requests
N
N
N
N
N
Y
Agent & DN Feature Requests
EventAgentLogin
for information on CCD agents.
See “Support for Emulated Agents” on page 164
for information about emulated agents.
For emulated agents
EventAgentLogout
.
EventAgentReady
EventAgentNotReady
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Table 18: Supported Functionality (Continued)
Feature Request/
Subtype
• ManualIn
• AutoIn
• AfterCallWork
• AuxWork
• NoCallDisconnect
TMonitorNextCall
TCancelMonitoring
TCallSetForward
Support
• None
• Unconditional
• OnBusy
• OnNoAnswer
• OnBusyAndNo
Answer
• SendAllCalls
TCallCancelForward
• None
• Unconditional
• OnBusy
• OnNoAnswer
• OnBusyAndNo
Answer
• SendAllCalls N
TSetMuteOff N
TSetMuteOn N
TListenDisconnect N
N
N
Y
N
N
Y
Y
N
N
Y
Y
N
Y
Y
N
Y
N
Y
Y
Y
Corresponding Events/Comments
EventMonitoringNextCall
EventMonitoringCanceled
EventForwardSet
EventForwardCancel
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Table 18: Supported Functionality (Continued)
Support Corresponding Events/Comments Feature Request/
Subtype
TListenReconnect
TSetDNDOn
TSetDNDOff
TSetMessage
WaitingOn
TSetMessage
WaitingOff
N
N
N
N
N
Query Requests
EventSwitchInfo TQuerySwitch
• DateTime
• ClassifierStat
TQueryCall
• PartiesQuery
• StatusQuery
TQueryAddress
• AddressStatus
• MessageWaiting
Status
• AssociationStatus
• CallForwarding
Status
• AgentStatus
• NumberOfAgentsIn
Queue
• NumberOfAvailable
AgentsInQueue
• NumberOfCallsIn
Queue
N
Y
Y
Y
N
Y
Y
Y
N
N
N
N
Y
Y
Y
EventPartyInfo
EventAddressInfo
When using the CCD, this information is only provided for
CCD/RSI Processing Groups.
When using the CCD, this information is only provided for
CCD/RSI Processing Groups.
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Table 18: Supported Functionality (Continued)
Support Corresponding Events/Comments Feature Request/
Subtype
• AddressType Y If the address type is
ACDQ
(CCD Pilot), acknowledgment provides the CCD status, which includes the following information:
• Pilot status (open/close)
• Transfer possible (yes/no)
• Waiting time
• Pilot saturated (yes/no)
GCTI_PRIORITARY_TRANSFER and
ACR List
keys can be used in this case.
• CallsQuery
• SendAllCallsStatus
• QueueLoginAudit
• NumberOfIdleTrunks
• NumberOfTrunksIn
Use
• DatabaseValue
• DNStatus
• QueueStatus
TQueryLocation
• AllLocations
• LocationData
• MonitorLocation
• CancelMonitor
Location
• MonitorAllLocations
• CancelMonitorAll
Locations
• LocationMonitor
Canceled
I
I
I
I
Y
I
N
Y
I
I
Y
Y
Y
N
N
I
Only for ACD/RP devices
EventLocationInfo
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Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE T-Library Functionality
Table 18: Supported Functionality (Continued)
Feature Request/
Subtype
• AllLocations
MonitorCanceled
TQueryServer
Support
I
Corresponding Events/Comments
TGetAccessNumber
TCancelReqGet
AccessNumber
Y EventServerInfo
User-Data Requests
TAttachUserData Y
TUpdateUserData
TDeleteUserData
TDeleteAllUserData
Y
EventAttachedDataChanged
T-Server sets the CSTA call correlator data using the CSTA
Associate Data service if the
GCTI_CSTA_CORRELATOR
and/or the
GCTI_CSTA_ACCOUNT_INFO
keys are present.
EventAttachedDataChanged
See TAttachUserData
EventAttachedDataChanged Y
Y EventAttachedDataChanged
ISCC (Inter-Server Call Control) Requests
I
I EventAnswerAccessNumber
EventReqGetAccessNumberCanceled
TReserveAgent
TSendEvent
TSendEventEx
TSetCallAttributes
TSendUserEvent
TPrivateService
I
I
I
Y
Y
Y
Special Requests
EventAgentReserved
EventACK
EventACK
EventCallInfoChanged
EventACK
EventPrivateInfo
Network Requests c
TNetworkConsult
TNetworkAlternate
TNetworkTransfer
Y
Y
Y
EventNetworkCallStatus
EventNetworkCallStatus
EventNetworkCallStatus
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Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE T-Library Functionality
Table 18: Supported Functionality (Continued)
Support Corresponding Events/Comments Feature Request/
Subtype
TNetworkMerge
TNetworkReconnect
TNetworkSingleStep
Transfer
TNetworkPrivate
Service
Y
Y
Y
Y
EventNetworkCallStatus
EventNetworkCallStatus
EventNetworkCallStatus
EventNetworkPrivateInfo
TTransaction
Monitoring
ISCC Transaction Monitoring Requests
Y EventACK
E EventTransactionStatus a. Conference calls are supported only for manual operations.
b. Treated like subtype
Unknown.
c. All T-Servers support NAT/C requests with
AttributeHomeLocation,
provided that this attribute identifies a network location that is capable of processing such requests.
CTI-Supported Functionality for SIP Extensions
lists and describes CTI-supported requests for SIP extensions.
Table 19: CTI-Supported Functionality
Feature Request/
Subtype
TRegisterAddress
TUnregisterAddress
TMakeCall
TAnswerCall
Support
Y
Y
Y
N
Comments
There is no auto-originate function for SIP extensions, so
TMakeCall
will result in the line being engaged on the SIP extension. The line button needs to be physically selected on the SIP extension in order for the call to be initiated.
Auto-answer can be enabled on the SIP extension to avoid the need to press any buttons on the set.
The switch will accept and acknowledge the
TAnswerCall request from T-Server but do nothing else.
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Table 19: CTI-Supported Functionality (Continued)
Support Feature Request/
Subtype
TReleaseCall
THoldCall
TRetrieveCall
TRedirectCall
N
N
Y
N
Comments
The switch will accept and acknowledge the
TRedirectCall request from T-Server but do nothing else.
TMakePredictiveCall
TInitiateTransfer
TCompleteTransfer
TInitiateConference
TCompleteConference
TDeleteFromConference
TReconnectCall
TAlternateCall
TMuteTransfer
TSingleStepTransfer
TSingleStepConference
TRouteCall
TApplyTreatment
TSendDTMF
TAgentLogin
TAgentLogout
TAgentSetReady
TAgentSetNotReady
TMonitorNextCall
TCancelMonitoring
Y
N
N
N
N
N
N
N
N
N
N
Y
Y
N
Y
Y
N
N
N
N
Supported for emulated agents only.
Supported for emulated agents only.
Supported for emulated agents only.
Supported for emulated agents only.
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Table 19: CTI-Supported Functionality (Continued)
Support Feature Request/
Subtype
TCallSetForward
TCallCancelForward
TQueryCall
TQueryAddress
TQueryServer
TAttachUserData
TUpdateUserData
TDeleteUserData
TDeleteAllUserData
TSetCallAttributes
TSendUserEvent
TPrivateService 4
Set Device in Service
TPrivateService 6
Request Supervisor Help
TPrivateService 7
Cancel Requested
Supervisor Help
TPrivateService 15
Activate Permanent
Listening
TPrivateService 2011
Start Message Recording
TPrivateService 2008
Stop Message Recording
TPrivateService 2020
Park Call
TPrivateService 23
Force Device Reset
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
N
N
N
N
N
N
Y
Comments
Only modes
None
and
Unconditional Forward
are supported.
Only modes
None
and
Unconditional Forward
are supported.
Only status queries are supported.
See
Table 18 for a full list of support.
No agent functionality is available for SIP extensions.
No agent functionality is available for SIP extensions.
No agent functionality is available for SIP extensions.
Call parking from SIP extensions is not supported.
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Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE Support for Agent Work Modes
Support for Agent Work Modes
indicates the types of agent work modes that T-Server for Alcatel
A4400/OXE supports
.
Table 20: Supported Agent Work Modes
Agent Work Mode Type
AgentWorkModeUnknown
AgentAfterCallWork
Feature Request
TAgentLogin
TAgentSetReady
TAgentSetNotReady
TAgentSetNotReady
Supported
Y
Y
Private Services and Events
describes private services and events.
Table 21: Private Services and Events
Service
Set Device In
Service
Attribute
Service Number
This DN
Extension key
GCTI_SET_IN_
SERVICE
Value
4
Description
Allows an extension to be put out of or into service (escape service
Set Device In/Out Of
Service
).
Device in question
Specifies the device for which the service is requested.
0, 1 Specifies the required action for the service:
•
1
puts device back in service.
•
0
or any other value puts device out of service.
Note: From T-Server 7.5, it is possible to disable routing on RSI points even if there are calls on the Routing Point. When routing is disabled, or when RSI is removed from
Confguration Manager, and there are no clients, T-Server immediately stops RSI and overflows existing calls.
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Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE Private Services and Events
Table 21: Private Services and Events (Continued)
Service
Request
Supervisor
Help
Cancel
Requested
Supervisor
Help
Activate
Permanent
Listening
Attribute
Service Number
ThisDN
Service Number
ThisDN
Extension key
GCTI_OTHER_DN
Service number
ThisDN
Start Message
Recording
Extension key
GCTI_OTHER_DN
Service number
ThisDN
ConnectionID
Value
6
Description
Allows an agent to request help from a supervisor (escape service
Supervisor Help
Request
).
Device in question
Specifies a device for which service is requested.
7 Allows an agent to cancel previously requested supervisor assistance and a supervisor to reject a request for help from an agent (escape service
Cancel Supervisor Help
Request
).
Device in question
Specifies the device for which the service is requested.
Other device
15
If agent requests service, the extension key specifies the supervisor extension for which the agent cancels the request for help.
If supervisor requests service, the extension specifies the agent device for which requested help is rejected.
Allows a supervisor to activate agent device listening permanently (escape service
Permanent Listening Activation
).
Device in question
Specifies the device for which the service is requested. You must configure the device as a supervisor
in the switch configuration.
Other device
Specifies an agent device to which a supervisor wants to listen.
2011 Begins the recording of a message on a specified extension (CSTA 2 service
Message recording start
).
Device in question
Specifies the device for which the service is requested.
Call in question
Specifies a call for which the service is requested.
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Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE Private Services and Events
Table 21: Private Services and Events (Continued)
Service
Stop Message
Recording
Attribute
Service number
Park Call
ThisDN
Connection ID
Service number
ThisDN
Connection ID
Supervisor
Assistance
Request Event
Extension key:
GCTI_OTHER_DN
Event number
ThisDN
OtherDN
Call attributes
Value
2008
Description
Stops the recording of a message on a specified extension (CSTA 2 service
Message recording stop
).
Device in question
Specifies the device for which the service is requested.
Call in question
2020
Specifies a call for which the service is requested.
Allows the parking of a call on a specified device (CSTA 2 service
Park call
).
Device in question
Specifies the device for which the service is requested.
Call in question
Specifies a call for which the service is requested.
Other device
6 or 7
Specifies the device on which the call should be parked.
Private event
Supervisor Assist Request
Event.
Value
6
is reported when an agent requests assistance ( other DN
is empty) or a supervisor offers assistance ( other DN
indicates an agent device for which assistance is offered).
Value
7
is reported after an agent cancels a request for assistance ( other DN
indicates a supervisor device) or a request has been rejected ( other DN
indicates whose request for assistance was rejected).
Device in question
Agent or supervisor device.
Other device
Supervisor or agent device, or empty.
Reflects information about a call on a device that either requested assistance or had a request rejected.
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Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE Private Services and Events
Table 21: Private Services and Events (Continued)
Service
Busy Device
Event
Transaction
Code Event
Message
Recording
Started Event
Message
Recording
Stopped Event
Attribute
Event number
ThisDN
OtherDN
Value Description
Private event
Busy Device Event.
1005
Device in question
Device for which event is received.
Other device
Dialing number of calling device.
Specifies a busy cause.
Extension key:
GCTI_BUSY_CAUSE
Cause
Event number 2100 CSTA 2 event
Call Information Event.
ThisDN Device in question
Agent/supervisor device.
Transactio n code
Specifies a received transaction code.
Extension key:
GCTI_CSTA_
ACCOUNT_INFO
Event number
ThisDN
2103
Device in question
CSTA 2 event
Message recording started.
Device on which a recording service is started.
Call attributes
Event number
ThisDN
Call attributes
Reflects information about a call (if any) that existed on the device when recording is started.
CSTA 2 event
Message recording stopped.
2105
Device in question
Device on which a recording service is stopped.
Reflects information about a call (if any) that existed on the device when recording is stopped.
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Table 21: Private Services and Events (Continued)
Service
Call Parked
Event
Attribute
Event number
ThisDN
OtherDN
Call attributes
Call Unparked
Event
Event number
ThisDN
OtherDN
Call attributes
Forced Device
Reset
Service number
ThisDN
Value Description
CSTA 2 event
Delivered.
2120
Device in question
Device on which the call is parked.
Other party in a call
Other party in the call.
2121
Reflects information about the call parked on the device.
CSTA 2 event
Delivered/Diverted/
Connection Cleared.
Device in question
Device from which the call is unparked.
Other party in a call
Other party in the call.
Reflects information about the call unparked from the device.
23 Escape service ‘Forced Device Reset.’
Device in question
Device for which the service is requested.
Use of the Extensions Attribute
T-Server for the Alcatel A4400 switch supports use of the
Extensions
attribute,
as detailed in Table 22 . T-Server populates the
Extensions
attribute in
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Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE Use of the Extensions Attribute
EventAddressInfo
and
EventPartyInfo,
as described in the Genesys 7 Events
and Models Reference Manual.
Table 22: Use of the Extensions Attribute
Used In Description Extension
Key
GCTI_CSTA_CALLS_IN_QUEUE
Type
Integer EventQueued
GCTI_CSTA_CALLS_IN_FRONT
GCTI_INFO_STR
GCTI_SOURCE_ERROR_TYPE
GCTI_SOURCE_ERROR_CODE
GCTI_AUTO_ORIGINATE
GCTI_SUPERVISOR_CALL
GCTI_INHIBIT_PROGRESS_TONE
Integer
String
Integer
Integer
Integer
Integer
Integer
EventQueued
EventAgentNot
Ready
EventError
EventError
TMakeCall
TMakeCall,
TInitiateTransfer,
TInitiateConference,
TMuteTransfer,
TSingleStepTransfer
TMakeCall,
TInitiateTransfer,
TInitiateConference,
TMuteTransfer,
TSingleStepTransfer
The total number of calls in a queue, as reported by CCD.
The number of calls in a queue in front of this call, as reported by CCD.
A text string providing additional description of the nature of the event.
Original type of the error returned by the switch.
Original error code of the error returned by the switch.
Permits automatic answering of a call on the origination device.
Allows the override of the default value for the supervisor-call
option for a particular request.
When this extension is set to a nonzero value, an initiated call is treated as a supervisor call.
Allows the override of the default value for the inhibitprogress-tone
option for a particular request.
When this extension is set to a nonzero value, the progress tone is inhibited.
Note: Only available for IVR devices.
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Table 22: Use of the Extensions Attribute (Continued)
Used In Extension
Key
GCTI_INHIBIT_HOLD_TONE
Type
Integer
GCTI_PRIORITARY_TRANSFER
GCTI_THIS_DEVICE_NAME
Integer
String
Description
TInitiateTransfer,
TInitiateConference,
TMuteTransfer,
TSingleStepTransfer
TInitiateTransfer,
TInitiateConference,
TMuteTransfer,
TSingleStepTransfer,
TQueryAddress,
EventAddressInfo
EventAgentLogin,
EventAgentLogout,
EventAgentReady,
EventAgentNot
Ready, Event
AddressInfo
Allows the override of the default value for the inhibithold-tone
option for a particular request.
When this extension is set to a nonzero value, the hold tone is inhibited.
Note: Only available for IVR devices.
Allows the override of the default value for the prioritary-transfer
option for a particular request.
When this extension is set to a nonzero value, the prioritary transfer flag is associated with a consultation call to a pilot.
Pilot
QueryAddress
with info_type 8
reports the availability of prioritary transfer on the pilot.
A positive response in
EventAddressInfo
indicates that prioritary transfer is possible.
Note: If both
GCTI_SUPERVISOR_CALL
and
GCTI_PRIORITARY_TRANSFER are defined in the same callrelated request,
GCTI_
SUPERVISOR_CAL
L is ignored.
Note: Only available for IVR devices.
The name of the DN specified in the
ThisDN
parameter.
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Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE Use of the Extensions Attribute
Table 22: Use of the Extensions Attribute (Continued)
Used In Extension
Key
GCTI_OTHER_DEVICE_NAME
Type
String
GCTI_SUPERVISOR_STEP_IN
GCTI_PARTICIPATION_TYPE
GCTI_SUPERVISED_TRANSFER
Integer
Integer
Integer
Description
EventRinging,
EventQueued
TSingleStep
Conference
The name of the DN specified in the
OtherDN
parameter.
EventQueued
or
Event
Ringing
triggers reporting of the extension in all subsequent events for the call as long as
CCD is involved in the call.
Allows the override of the default value for the supervisor-step-in
option for a particular request.
When this extension is set to a nonzero value, a request for a single-step conference is treated as a supervisor step-in.
See also
GCTI_
PARTICIPATION_TYPE.
TSingleStepTransfer Allows the override of the default value of the participation-type
option for a particular request. See also
GCTI_SUPERVISOR_
STEP_IN.
EventAddressInfo,
TInitiateTransfer,
TInitiateConference
Allows the override of the default value for the supervised-transfer
option for a particular request.
When this extension is set to a nonzero value, a consultation call to a pilot is initiated in
Supervised mode.
EventQueued
or
Event
Ringing
triggers reporting of the extension in all subsequent events for the call as long as
CCD is involved in the call.
Note: Only available for IVR devices.
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Table 22: Use of the Extensions Attribute (Continued)
Used In Extension
Key
GCTI_HEADSET_MODE
Type
Integer TAgentLogin
GCTI_BLOCKED
GCTI_TRANSFER_POSSIBLE
GCTI_AGENT_GROUP
Description
Integer EventAddressInfo
Integer
String
EventAddressInfo
See description.
Allows the override of the default value for the headsetmode
option for a particular request.
When this extension is set to a nonzero value, Headset mode is activated. You must configure the phone set where this feature is activated with a
Headset
button in the PBX.
Indicates whether the pilot is blocked;
1 for yes or
0
for no.
The extension is provided if the queried device is a queue pilot.
EventQueued
or
Event
Ringing
triggers reporting of the extension in all subsequent events for the call as long as
CCD is involved in the call.
Indicates whether it is possible to transfer to a pilot number;
1 for yes or
0 for no. The extension is provided if the queried device is a pilot.
EventQueued
or
Event
Ringing
triggers reporting of the extension in all subsequent events for the call as long as
CCD is involved in the call.
Represents the CCD
Processing Group where the agent is logged in.
EventQueued
or
Event
Ringing
triggers reporting of the extension in all subsequent events for the call as long as
CCD is involved in the call.
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Table 22: Use of the Extensions Attribute (Continued)
Used In Extension
Key
GCTI_NETWORK_TIMESLOT
Type
Integer See description.
GCTI_GLOBAL_WAITING_TIME
GCTI_WAITING_TIME
GCTI_ESTIMATED_WAITING_
TIME
Description
Integer
Integer
See description.
See description.
Integer EventAddressInfo
Specifies the time slot used by the current call.
EventQueued
or
Event
Ringing
triggers reporting of the extension in all subsequent events for the external call as long as CCD is involved in the call.
Represents global waiting time in CCD distribution.
EventQueued
or
Event
Ringing
triggers reporting of the extension in all subsequent events for the call as long as
CCD is involved in the call.
Represents waiting time in
CCD distribution.
EventQueued
or
Event
Ringing
triggers reporting of the extension in all subsequent events for the call as long as
CCD is involved in the call.
Indicates the estimated time that a call waits on the pilot before the PBX distributes it to an agent. The extension is provided if the queried device is a pilot and the pilot is not blocked.
EventQueued
or
Event
Ringing
triggers reporting of the extension in all subsequent events for the call as long as
CCD is involved in the call.
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Table 22: Use of the Extensions Attribute (Continued)
Used In Extension
Key
GCTI_SATURATION
Type
Boolean EventAddressInfo
GCTI_NOT_READY_
ACTIVATION
GCTI_PREASSIGNED_AGENT
GCTI_REQUESTING_DEVICE
GCTI_REMAIN_RETRY
GCTI_REROUTE_
AUTHORISATION
GCTI_RELEASE_WITH_BUSY_
CAUSE
Description
Integer
Integer
String
Integer
Integer
Integer,
String
TAgentNotReady,
EventAddressInfo,
EventAgentNot
Ready
EventAddressInfo,
EventAgentLogin
TMakeCall
TRouteCall
TRouteCall
TReleaseCall
Indicates whether the pilot is saturated. The extension is provided if the queried device is a pilot and the pilot is not blocked.
EventQueued
or
Event
Ringing
triggers reporting of the extension in all subsequent events for the call as long as
CCD is involved in the call.
Specifies the withdrawal type as configured in the CCD
Processing Group.
Note: If set, this extension overrides the same key in the
User Data
extension.
Indicates whether the agent is in the
Preassigned
state.
Indicates the device (must be analog virtual device) to be used for taxation purposes for a call.
Indicates the number of route attempts to be made if a call cannot be successfully routed from an RSI.
Note: You can only use this extension for calls on an RSI.
Informs switch of the conditions that will allow rerouting if the current routing attempt fails.
Note: You can only use this extension for calls on an RSI.
Used to allow release of T0/T2 calls in
Ringing
state.
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Table 22: Use of the Extensions Attribute (Continued)
Used In Extension
Key
GCTI_PILOT_NUMBER
Type
String See description.
GCTI_CURRENT_GUIDE_LEVEL
GCTI_REROUTED_CALL_
INDICATION
GCTI_VPS_CODE
Integer See description.
Integer See description.
Integer See description.
Use of the Extensions Attribute
Description
Appears when a CCD call is presented to a port on an IVRin-Queue.
EventQueued
or
Event
Ringing
triggers reporting of the extension in all subsequent events for the call as long as
CCD is involved in the call.
Appears when a CCD call is presented to a port on an IVRin-Queue.
EventQueued
or
Event
Ringing
triggers reporting of the extension in all subsequent events for the call as long as
CCD is involved in the call.
Indicates if the call was rerouted in the network.
EventQueued
or
Event
Ringing
triggers reporting of the extension in all subsequent events for the call as long as
CCD is involved in the call.
Indicates the voice-processing system (VPS) protocol used in actions the switch initiates to the VPS.
EventQueued
or
Event
Ringing
triggers reporting of the extension in all subsequent events for the call as long as
CCD is involved in the call.
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Table 22: Use of the Extensions Attribute (Continued)
Used In Extension
Key
GCTI_LAST_REDIRECTION_
DEVICE
Type
String See description.
GCTI_SUPERVISED_ROUTE
GCTI_EMUL_WAIT_TIME
GCTI_EMUL_GLOB_WAIT_TIME
Integer/ string
TRouteCall
Integer Any call-related events.
Integer Any call-related events.
Use of the Extensions Attribute
Description
Indicates the last device that redirected the call.
EventQueued
or
Event
Ringing
triggers reporting of the extension in all subsequent events for the call as long as
CCD is involved in the call.
Specifies the use of Divert
(value of
0
) or Transfer
(nonzero value) Services to route the call when the destination is unknown, unmonitored, or is a pilot. See
.
Indicates the time, in seconds, that a call is or has been in the
Nonestablished
state since the last time the call was established.
Note: Reported if the option report-emul-wait-time is set.
Indicates the total accumulated time, in seconds, that a call is or has been in the
Nonestablished
state.
Note: Reported if the option report-emul-wait-time is set.
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Table 22: Use of the Extensions Attribute (Continued)
Used In Extension
Key
GCTI_RECONNECT_GUIDE_
LEVEL
Type
Integer
GCTI_SECRET_ID_NN
GCTI_GLOB_CID
GCTI_OLD_GLOB_CID
GCTI_OTHER_DN
GCTI_SET_IN_SERVICE
String
Binary string
(8 bytes)
Binary string
(8 bytes)
String
Integer
Description
TReleaseCall Specifies to which CCD guide level a call on an IVR-in-
Queue is to be connected for further distribution. When you have configured an IVR as
IVR-in-Queue and a call is established on one of its ports, you can return the call to the
CCD and specify to which guide level to connect the call.
Note: The selected guide level must be greater than the current guide level.
EventRinging and all events related to the call and generated afterwards.
Indicates one of the secret identities of the caller. NN is a two-digit number starting from 01.
Any call-related event.
Indicates the global call identifier in the switching domain.
Any call-related events in scenario that involves consultation call.
Indicates the old global call identifier in the switching domain.
TPrivateService
TPrivateService
Specifies the following:
• Supervisor device for canceling assistance
• Agent device for permanent listening activation
.
Value
1
puts the device into service. All other values put the device out of service.
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Table 22: Use of the Extensions Attribute (Continued)
Used In Extension
Key
GCTI_ACTIVE_MONITORING
Type
Integer
EXPECTED_WAIT_TIME
POS_IN_QUEUE
Integer
Integer
Description
EventCallInfo
Changed,
EventDialing,
EventRinging,
EventEstablished,
EventPartyAdded,
EventPartyChanged,
EventPartyDeleted,
EventReleased
TApply
Treatment
TPlay
Announcement
TPlay
AnnouncementAnd
Digits)
TApply
Treatment
TPlay
Announcement
TPlay
AnnouncementAnd
Digits)
See “Monitoring Mode” on page 152 .
Specifies the expected waiting time, in seconds, to be announced to the caller.
Specifies the position in queue to be announced to the caller.
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Table 22: Use of the Extensions Attribute (Continued)
Used In Extension
Key
GCTI_CC_TREATMENT_TYPE
Type
Integer
GCTI_SET_RESERVATION
GCTI_RESET_RESERVATION
Integer
Integer
Description
TAgentSetNotReady,
EventAgentNotReady
Specifies whether extension key
GCTI_CC_TREATMENT_
TYPE is reported in call- and device-related events.
The following values can appear:
0
–E-mail application for postponed e-mail
1
–Outbound application
2
–Web chat application
3
–Web callback application
4
–E-mail application for transferred e-mail
5
–Ending pause and staying in
Withdraw
state
255
–Other
TAgentSetNotReady Allows you to reserve an agent.
You can define the reason for reservation in extension key
GCTI_CC_TREATMENT_TYPE.
The extension is only treated for requests with workmode
WorkingAfterCall.
.
TAgentSetNotReady Allows you to cancel reservation of an agent. You can define the reason for canceling the reservation in extension key
GCTI_CC_
TREATMENT_TYPE.
The extension is only treated for requests with workmode
WorkingAfterCall.
.
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Table 22: Use of the Extensions Attribute (Continued)
Used In Extension
Key
GCTI_NAT_INDICATION
Type
Integer
GCTI_NAT_INDICATIONTYPE
GCTI_PARTY_NAME
GCTI_CSTA_ACCOUNT_INFO
GCTI_BUSINESS_CALL
GCTI_SUB_THIS_DN
GCTI_SUB_OTHER_DN
Integer
String
String
Integer
String
String
Description
EventRinging and all events related to the call and generated afterwards.
Reports the National-
International indication information from the switch.
EventRinging and all events related to the call and generated afterwards.
Reports the type of the
National-International indication number in the existing extension
GCTI_NAT_INDICATION.
Any call-related event.
Reports the
Party Name
private data from the switch.
TPrivateEvent
Any call-related event.
Any call-related event.
Reports transaction code information if entered by agents at the end of business calls.
Indicates that T-Server considers the call a business call and will apply businesscall handling (if configured) after the call.
This extension is always present in outbound calls.
Value
0
indicates a private call, and value
1
indicates a business call.
T-Server provides this extension if it has substituted the
ThisDN
value.
Any call-related event.
T-Server provides this extension if it has substituted the
OtherDN
value.
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Table 22: Use of the Extensions Attribute (Continued)
Used In Extension
Key
GCTI_SUB_THIRD_DN
Type
String Any call-related event.
GCTI_PASSWORD
NO_ANSWER_TIMEOUT
NO_ANSWER_ACTION
NO_ANSWER_OVERFLOW
String
String
String
TAgentLogout
TRouteCall
TRouteCall
Commaseparated list
TRouteCall
Use of the Extensions Attribute
Description
T-Server provides this extension if it has substituted the
ThirdPartyDN
value.
Enables a client to successfully issue a
TRequestAgentLogout for an agent who is required to provide a password when
T-Server has not been able to store the password provided during the login.
If set, the value of this extension overrides any value set in any of the following configuration options for the current call:
• no-answer-timeout
• agent-no-answer-timeout
• extn-no-answer-timeout
• posn-no-answer-timeout
If set, the value of this extension overrides any value set in any of the following configuration options for the current call:
• no-answer-action
• agent-no-answer-action
If set, the value of this extension overrides any value set in any of the following configuration options for the current call:
• no-answer-overflow
• agent-no-answer-overflow
• extn-no-answer-overflow
• posn-no-answer-overflow
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Table 22: Use of the Extensions Attribute (Continued)
ReasonCode dnd fwd
Extension
Key
NumberOfOrigDNs
OrigDN-1
OrigDN-
N
ConvertOtherDN
Used In Description
Type
String
String/ integer
Integer
EventAddressInfo,
EventAgentNotReady
TAgentNotReady
In
TAgentNotReady
and
EventAgentNotReady,
specifies an application-specific withdrawal type (values
1-9
as defined in Processing Group configuration). The Extension has the same value as in extension
GCTI_NOT_READY_
ACTIVATION
, but is only taken into account if
GCTI_NOT_READY_
ACTIVATION
is not specified in requests. ReasonCode cannot be filtered out.
EventAddressInfo Provides the status of the DND state on the device. Always returns value
-1,
because DND is not supported.
String EventRegistered,
EventAddressInfo
Provides the status of the
Forwarding state on the device.
Valid values are:
• unk
• off
• on
• fwd dst dn
• selective
Integer
Integer or string
EventPartyChanged Enables retrieval of the first conference party.
EventPartyChanged
is sent with additional extensions containing a list of all conference parties.
0
—Disables all conversions for the call.
1
—Forces the relevant conversion for the call.
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Table 22: Use of the Extensions Attribute (Continued)
Extension
Key
SUPERVISED_ROUTE
CPNDigits
CPNType
Used In Description
Type
String
String
TRouteCall
TMakeCall
TMakePredictiveCall
TRouteCall (only
RSI)
Enables overriding of default supervised-route-timeout option on a call-by-call basis.
If the value is set to
0
(zero) and extension
GCTI_SUPERVISED_ROUTE
has a nonzero vaue, T-Server performs routing via Transfer.
Specifies digits according to the numbering/dialing plan format that will be passed as a call line identity.
The extension will be ignored if the value is empty or absent.
Extension
GCTI_REQUESTING_DEVICE
will be ignored in
TMakeCall
if the current extension is specified
(incompatible in PBX).
Integer or string
TMakeCall
TMakePredictiveCall
TRouteCall (only
RSI)
Specifies the type of number specified in extension
CPNDigits.
The following values are accepted by PBX
(otherwise value
0
is assumed):
0
—Unknown
1
—International number
2
—National number
3
—Network-specific number
4
—Subscriber number
6
—Abbreviated number
7
—Reserved for extension
The extension will be ignored if the extension specified by key
CPNDigits
is empty or absent.
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Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE Use of the Extensions Attribute
Table 22: Use of the Extensions Attribute (Continued)
CPNPlan
Extension
Key
Used In Description
Type
Integer or string
TMakeCall
TMakePredictiveCall
TRouteCall (only
RSI)
Specifies the numbering plan identification for digits specified in extension
CPNDigits
. The following values are accepted by the PBX
(otherwise value
0
is assumed):
0
—Unknown
1
—ISDN/telephony numbering plan
3
—Data numbering plan
4
—Telex numbering plan
8
—National standard numbering plan
9
—Private numbering plan
15
—Reserved for extension
The extension will be ignored if the extension specified by key
CPNDigits
is empty or absent.
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Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE Extension Filtering
Table 22: Use of the Extensions Attribute (Continued)
Extension
Key
CPNPresentation
CPNScreening
Used In
Type
Integer or string
TMakeCall
TMakePredictiveCall
TRouteCall (only
RSI)
Integer or string
Description
Specifies a presentation indicator for digits specified in extension
CPNDigits
. The following values are accepted by the PBX (otherwise value
0 is assumed):
0
—Presentation allowed
1
—Presentation restricted
2
—Number not available due to inter working
3
—Reserved for extension
The extension will be ignored if the extension specified by key
CPNDigits
is empty or absent.
Specifies a screening indicator for digits specified in extension
CPNDigits
. The following values are accepted by the PBX
(otherwise value
0
is assumed):
0
—User-provided, not screened
1
—User-provided, verified and passed
2
—User-provided, verified and failed
3
—Network provided
The extension will be ignored if the extension specified by key
CPNDigits
is empty or absent.
Extension Filtering
In some instances you will not need some of the extensions that T-Server
provides. In this case you can block the sending of such extensions. See “Ext-
.
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User Data Keys
provides details of the
User Data
keys defined by option accode-name
..
Table 23: User Data Keys
Key
GCTI_CSTA_CORRELATOR
GCTI_CSTA_ACCOUNT_
INFO
GCTI_SKILL_NUMBER_
(1-10)
Type Used In
Binary or String
EventAttachedData
Changed,
TAttachUserData,
TUpdateUserData,
TInitiateConference,
TInitiateTransfer,
TMakeCall,
TMakePredictiveCall,
TMuteTransfer,
TSingleStep
Conference,
TSingleStepTransfer
String EventAttachedData
Changed,
TAttachUserData,
TUpdateUserData,
TInitiateConference,
TInitiateTransfer,
TMakeCall,
TMuteTransfer,
TSingleStep
Conference,
TSingleStepTransfer
Integer AssociateData,
TInitiateConference,
TInitiateTransfer,
TMakeCall,
TMakePredictiveCall,
TMuteTransfer,
TQueryAddress,
TSingleStepTransfer
Description
Provides mapping to CTSA correlator data.
Provides mapping to CTSA
Account Information data.
Defines the skill number in the ACR list.
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Table 23: User Data Keys (Continued)
Key
GCTI_ACR_STATUS_(1-10)
GCTI_EXPERT_
EVALUATION_LEVEL_
(1-10)
GCTI_MAGIC_ID
Type Used In
Integer AssociateData,
TInitiateConference,
TInitiateTransfer,
TMakeCall,
TMakePredictiveCall,
TMuteTransfer,
TQueryAddress,
TSingleStepTransfer
Integer AssociateData,
TInitiateConference,
TInitiateTransfer,
TMakeCall,
TMakePredictiveCall,
TMuteTransfer,
TQueryAddress,
TSingleStepTransfer
String EventAttachedDataChanged,
TAttachUserData,
TUpdateUserData,
TInitiateConference,
TInitiateTransfer,
TMakeCall,
TMuteTransfer,
TSingleStepConference,
TSingleStepTransfer,
TMakePredictiveCall
Description
Defines the parameters of the ACR list.
This extension is ignored if you have not defined the corresponding
GCTI_SKILL_
NUMBER_(1-10)
parameter.
Defines the parameters of the ACR list.
This extension is ignored if you have not defined the corresponding
GCTI_SKILL_
NUMBER_(1-10)
parameter.
If specified, this allows use of
Magic ID
in correlator data context to specify a special meaning for correlator; for example, it can be used to display information on the agent phone set.
The value of this extension should be the ASCII (string) representation of the hex
Magic ID
. So, if the
Magic ID is
C015
in hex, then T-Server accepts
GCTI_
MAGIC_ID='C015’.
Note: This key is taken into account only if you have also specified
GCTI_
CSTA_CORRELATOR.
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Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE Reasons Keys
Reasons Keys
provides details of the
Reasons
keys.
Table 24: Reasons Keys
Key
GCTI_NOT_READY_
ACTIVATION
Type Used In
Integer/ string
TAgentNotReady
EventAgentNotReady
ReasonCode
String in events
Integer/ string in requests
TAgentNotReady,
EventAgentNotReady
Description
Specifies an applicationspecific withdrawal type
(values
1-9
as defined in
Processing Group configuration). Activated if the corresponding key
ReasonCode
is not set in extensions.
Used to specify an application specific withdrawal type (values
1-9 as defined in PG configuration). The
Extension has the same value as in reason
GCTI_NOT_READY_
ACTIVATION
. This reason key is checked only if reason
GCTI_NOT_READY_ACTIVATIO
N
is not specified in requests.
ReasonCode cannot be filtered out.
Inter Server Call Control Feature
This section does not provide a complete guide to configuring Inter Server Call
Control (ISCC) functionality, formerly known as External Routing. It only describes that functionality as implemented in T-Server for Alcatel A4400.
ISCC allows T-Servers on different sites to interchange Connection ID and
UserData
information when a call is passed from one PBX to another.
ISCC Routing Strategies
The T-Server for Alcatel A4400 supports several types of ISCC routing strategy. The specific strategy determines what method is used to identify the correct call at the remote site to ensure that the
Connection ID
and
UserData
are attached to the call.
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Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE Inter Server Call Control Feature
You must use the cast-type
configuration option—located in the
ExtRouter section of the T-Server Application object in Configuration Layer—to define the method ISCC uses to identify the correct call at the remote site.
The following list describes the cast-type
values you can use with the
T-Server for Alcatel A4400.
cast-type = route-notoken (default)
This strategy requires that you configure one or more External Routing Points in the local DNs. ISCC at the origination site will substitute the External
Routing Point for the actual destination in the MakeCall/Transfer/Conference/
Route
request. When the call arrives at the External Routing Point at the remote site, ISCC will attach the correct connection ID and user data to the call and route the call to the final destination.
cast-type = direct-uui
This strategy uses correlator data to identify the call when it arrives at the remote site. Do not use this strategy if you are using correlator data for other purposes in your environment. Although T-Server attempts to reattach the original correlator data at the remote site, success is not guaranteed.
Note:
This strategy only works in cases where correlator data can be transported to the remote site and where the call scenario is such that the PBX allows correlator data to be attached to the call. Please check the restrictions for correlator data for the relevant PBX version.
cast-type = direct-ani
This strategy uses the
ANI
field of the call to identify it at the remote site.
Note:
This strategy does not work for
RequestRouteCall
when you are using
Emulated Routing Points.
cast-type = direct-notoken
This strategy assigns the connection ID and user data to the next call that arrives at the destination.
Note:
If another call arrives at the destination between the time that the call data is transferred to the remote site and the ISCC call actually arrives at the destination, then the call data will be assigned to the wrong call.
cast-type = route-uui
This strategy employs the dedicated External Routing Point feature of the route
transaction type (
) and the UUI matching feature of the directuui
transaction type (
page 77 ). This transaction type accommodates those
214 Framework 7.6
Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE Inter Server Call Control Feature switches that require a designated External Routing Point even though they use
UUI for tracking.
cast-type = direct-callid
With this strategy, the call reaches the destination DN directly from another location, and the CallID of the call is taken as the attribute for call matching.
When a call arrives at the final destination, the destination T-Server identifies its
CallID
and updates the call info if the
CallID
matches.
Note:
Cast type direct-callid is only supported for partitioned configurations.
cast-type = direct-network-callid
With the transaction type direct-network-callid
, the call reaches the destination DN directly from another location, and the
NetworkCallID
of the call is taken as the attribute for call matching. When a call arrives at the final destination, the destination T-Server identifies its
NetworkCallID
, and updates the call information if the
NetworkCallID
matches.
Use this transaction type when the destination switch has the capability to assign to an incoming call the same network-wide unique
NetworkCallID
that the origination switch has already assigned to that call.
Note:
To support this transaction type, you must configure the Target Type and
ISCC Protocol Parameters
fields of the corresponding
Switch
Access Code
in the Configuration Layer.
To configure this:
1. Set cast-type to direct-network-callid
.
2. Configure ABC trunks between nodes.
3. In the
Access Code
tab of the switch, set direct-network-callid=ts-gcid
in the
ISCC Protocol Parameters
box.
Note:
This cast-type is only supported with
TRouteCall
.
ISCC/Call Overflow
This section does not provide a complete guide to ISCC/Call Overflow
(formerly known as External Call Handling) functionality. It only describes that functionality as implemented in T-Server for Alcatel A4400/OXE.
The ISCC/Call Overflow feature in T-Server handles calls delivered between sites by means other than ISCC. The Alcatel A4400 supports this feature as of
PBX R4.1.1, which introduces the Global CallID feature for calls made in an
T-Server—Deployment Guide 215
Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE Error Messages
ABC-F network. This feature permits the unique identification of calls between sites in the network.
T-Server uses the Global CallID feature with external call handling to attach the correct
ConnectionID
and
UserData
at the remote side.
When T-Server first encounters a new
Global CallID
(a call arrives from outside), the ISCC/Call Overflow feature seizes the T-Server events and broadcasts the
Global CallID
to all connected Alcatel A4400 T-Servers. If one of the remote T-Servers replies, it means that the particular
Global CallID
is known at that site and the remote T-Server sends the
ConnectionID
and
UserData.
The events that were seized are updated with this information and sent to the T-Server clients.
Use the following configuration options, located in the
ExtRouter
section of the
T-Server Application object in Configuration Layer, to configure ISCC/Call
Overflow.
•
cof-feature
•
cof-ci-req-tout
•
cof-rci-tout
•
cof-ci-wait-all
•
cof-ci-defer-delete
•
cof-ci-defer-create
Error Messages
presents the complete set of error messages T-Server distributes in
EventError.
Table 25: Error Messages
T-Library Error
Code
Description
50
51
52
40
41
42
43
T-Server-Defined Errors
No additional licenses
Client has not registered for DN
Resource is already seized
Object is already in requested state
Unknown error
Unsupported operation
Internal error
216 Framework 7.6
Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE
Table 25: Error Messages (Continued)
128
132
133
147
148
105
109
111
118
119
123
T-Library Error
Code
53
54
Invalid attribute
Switch not connected
Description
55
56
57
58
59
71
Incorrect protocol version
Invalid connection ID
Timeout expired
Out of service
DN not configured in Configuration Manager
Invalid called DN
88
96
97
98
99
100
Origination DN not specified
Cannot complete conference
Cannot initiate transfer
Cannot complete transfer
Cannot retrieve original signal
Unknown cause
Information element missing
Link down or bad link specified
Too many outstanding requests
Requested service unavailable
Invalid password
DN for association does not exist
Invalid DN type for DN registration
Invalid link ID
Link already established
No link responding
Facility already enabled
Error Messages
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Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE
Table 25: Error Messages (Continued)
231
236
256
259
263
191
192
202
220
221
223
T-Library Error
Code
149
164
Description
Facility already disabled
Invalid system command
166
168
169
171
172
173
Resource unavailable
Invalid origination address
Invalid destination request
Switch cannot retrieve call
Switch cannot complete transfer
Switch cannot complete conference
174
175
177
179
185
186
Cannot complete answer call
Switch cannot release call
Target DN invalid
Feature could not be invoked
Set is in invalid state for invocation
Set is in target state
Agent ID IE is missing or invalid
Agent ID is invalid
Another application has acquired the resource
No internal resource available
Service not available on device
Invalid parameter passed to function
DN is busy
Timeout performing operation
API restricted from monitor
Invalid password
Must be logged on to use this command
Error Messages
218 Framework 7.6
Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE
Table 25: Error Messages (Continued)
712
714
717
742
749
704
705
706
708
710
711
T-Library Error
Code
302
323
Invalid DTMF string
No answer at DN
Description
380
402
452
477
496
503
Interdigit timeout occurred
Invalid route address
No trunk for outbound calls
Invalid call ID
Invalid call state
Network failed to deliver outbound call
504
506
527
627
700
701
Network rejected outbound call
Invalid teleset state
Agent ID already in use
Unknown information element detected
Invalid login request
Invalid logout request
Invalid make call request
Route request is invalid
Invalid mute transfer request
Invalid initiate transfer request
Invalid complete transfer request
Invalid retrieve request
Cannot find route point in call
Invalid Call_ID
Agent not logged in
Invalid DN
Agent already logged in
Error Messages
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Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE
Table 25: Error Messages (Continued)
1013
1014
1015
1016
1017
1018
1019
1020
T-Library Error
Code
804
Description
Invalid Call_ID
ISCC (Inter Server Call Control) Errors
1000
1001
1002
1004
1005
1006
Invalid or missing server location name
Remote server disconnected
Remote server has not processed request
Remote link disconnected
External routing feature not initiated
No free CDNs
1007
1008
1009
1010
1011
1012
No access number
TCS feature is not initiated
Invalid route type
Invalid request
No primary server was found on location
Location is invalid or missing
Timeout performing requested transaction
No configured access resources are found
No registered access resources are found
Client is not authorized
Invalid transaction type
Invalid or missing transaction data
Invalid location query request
Invalid origin location
Error Messages
220 Framework 7.6
Chapter 7: Supported Functionality in T-Server for Alcatel A4400/OXE Error Messages
1143
1144
1145
1146
1147
1132
1133
1134
1140
1141
1142
1117
1120
1121
1122
1130
1131
1110
1111
1112
1113
1114
1115
1116
Table 25: Error Messages (Continued)
T-Library Error
Code
Description
Operational Errors
Duplicate invocation (packet missed)
Unrecognized operation (packet transmission error)
Mistyped argument (packet transmission error)
Resource limitation
Initiator releasing
Unrecognized link ID
Unexpected linked response
Unexpected child operation
Unrecognized invocation
Result response unexpected
Mistyped result
Unrecognized invocation
Unexpected error response
Unrecognized error
Unexpected error
Mistyped parameter
Generic
Request incompatible with object
Value is out of range
Object not known
Invalid calling device
Invalid called device
Invalid forwarding destination
Request caused privilege violation on device
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Table 25: Error Messages (Continued)
1165
1166
1167
1168
1160
1161
1162
1163
1164
T-Library Error
Code
1148
1149
Description
Request caused privilege violation on called device
Request caused privilege violation on calling device
1150
1151
1152
1153
1154
1155
Invalid call identifier
Invalid device identifier
Invalid CSTA connection identifier
Invalid call destination
Invalid feature requested
Invalid allocation state
1156
1157
1158
Invalid cross-reference identifier
Invalid object type provided in the request
Security violation
State-Incompatibility Errors
Generic
Invalid object state
Invalid connection ID
No active call
No held call
No call to clear
No connection to clear
No call to answer
1170
1171
1172
No call to complete
System Resource–Availability Errors
Generic
Service is busy
Resource is busy
222 Framework 7.6
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Table 25: Error Messages (Continued)
T-Library Error
Code
1173
1174
Description
Resource is out of service
Network busy
1175
1176
1178
Network out of service
Overall monitor limit exceeded
Conference member limit exceeded
Subscribed Resource–Availability Errors
1180
1181
1182
1183
Generic
Object monitor limit exceeded
Trunk limit exceeded
Outstanding request limit exceeded
Performance-Management Errors
1185
1186
1190
1191
1192
1193
1194
1700
1195
1196
1197
1198
Generic
Performance limit exceeded
Security Errors
Unspecified
Sequence number violated
Timestamp violated
PAC violated
Seal violated
The agent is already reserved by another server
Switch-Routing Errors
Routing timer or delay ringback timer expired
Caller abandoned call
Call successfully routed
Aborted because of RouteSelect resource problem
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Table 25: Error Messages (Continued)
T-Library Error
Code
Description
1901
Network Attended Transfer/Conference Errors
Unexpected request
TNetworkConsult.
1902
1903
1904
1905
1906
1907
Unexpected request
TNetworkAlternate.
Unexpected request
TNetworkReconnect.
Unexpected request
TNetworkTransfer.
Unexpected request for
TNetworkMerge.
Unexpected request
TNetworkSingleStepTransfer.
Unexpected request
TNetworkPrivateService.
1908 Unexpected message.
224 Framework 7.6
Chapter
8
Common Configuration
Options
Unless otherwise noted, the common configuration options that this chapter describes are common to all Genesys server applications and applicable to any
Framework server component. This chapter includes the following sections:
Setting Configuration Options, page 225
Log-Extended Section, page 240
Log-Filter-Data Section, page 243
Changes from 7.5 to 7.6, page 244
Note:
Some server applications also support log options that are unique to them. For descriptions of a particular application’s unique log options, refer to the chapter/document about that application.
Setting Configuration Options
Unless it is otherwise specified in this document or in the documentation for your application, you set common configuration options in Configuration
Manager in the corresponding sections on the
Options tab of the
Application object.
T-Server—Deployment Guide 225
Chapter 8: Common Configuration Options Mandatory Options
Warning!
Configuration section names, configuration option names, and predefined option values are case-sensitive. Type them in the
Configuration Manager interface exactly as they are documented in this chapter.
Mandatory Options
You do not have to configure any common options to start Server applications.
Log Section
This section must be called log.
verbose
Default Value: all
Valid Values: all debug trace interaction standard none
All log events (that is, log events of the Standard, Trace,
Interaction, and Debug levels) are generated.
The same as all.
Log events of the Trace level and higher (that is, log events of the Standard, Interaction, and Trace levels) are generated, but log events of the Debug level are not generated.
Log events of the Interaction level and higher (that is, log events of the Standard and Interaction levels) are generated, but log events of the Trace and Debug levels are not generated.
Log events of the Standard level are generated, but log events of the Interaction, Trace, and Debug levels are not generated.
No output is produced.
Changes Take Effect: Immediately
Determines whether a log output is created. If it is, specifies the minimum level of log events generated. The log events levels, starting with the highest
priority level, are Standard, Interaction, Trace, and Debug. See also “Log
Note:
For definitions of the Standard, Interaction, Trace, and Debug log levels, refer to the Framework 7.6 Deployment Guide or to Framework
7.6 Solution Control Interface Help.
226 Framework 7.6
Chapter 8: Common Configuration Options Log Section
buffering
Default Value: true
Valid Values: true false
Enables buffering.
Disables buffering.
Changes Take Effect: Immediately
Turns on/off operating system file buffering. The option is applicable only to the stderr
and stdout
output (see page 232 ). Setting this option to
true increases the output performance.
Note:
When buffering is enabled, there might be a delay before log messages appear at the console.
segment
Default Value: false
Valid Values: false
<number> KB or
<number>
<number> MB
<number> hr
No segmentation is allowed.
Sets the maximum segment size, in kilobytes. The minimum segment size is
100 KB
.
Sets the maximum segment size, in megabytes.
Sets the number of hours for the segment to stay open. The minimum number is
1
hour.
Changes Take Effect: Immediately
Specifies whether there is a segmentation limit for a log file. If there is, sets the mode of measurement, along with the maximum size. If the current log segment exceeds the size set by this option, the file is closed and a new one is created. This option is ignored if log output is not configured to be sent to a log file.
expire
Default Value: false
Valid Values: false
<number> file or
<number>
<number> day
No expiration; all generated segments are stored.
Sets the maximum number of log files to store. Specify a number from
1
–
100.
Sets the maximum number of days before log files are deleted. Specify a number from
1
–
100.
Changes Take Effect: Immediately
Determines whether log files expire. If they do, sets the measurement for determining when they expire, along with the maximum number of files
(segments) or days before the files are removed. This option is ignored if log output is not configured to be sent to a log file.
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Note:
If an option’s value is set incorrectly—out of the range of valid values— it will be automatically reset to
10.
keep-startup-file
Default Value: false
Valid Values: false true
<number> KB
<number> MB
No startup segment of the log is kept.
A startup segment of the log is kept. The size of the segment equals the value of the segment
option.
Sets the maximum size, in kilobytes, for a startup segment of the log.
Sets the maximum size, in megabytes, for a startup segment of the log.
Changes Take Effect: After restart
Specifies whether a startup segment of the log, containing the initial T-Server configuration, is to be kept. If it is, this option can be set to true or to a specific size. If set to true
, the size of the initial segment will be equal to the size of the regular log segment defined by the segment
option. The value of this option will be ignored if segmentation is turned off (that is, if the segment
option set to false ).
Note:
This option applies only to T-Servers.
messagefile
Default Value: As specified by a particular application
Valid Values: <string>.lms
(message file name)
Changes Take Effect: Immediately, if an application cannot find its
*.lms
file at startup
Specifies the file name for application-specific log events. The name must be valid for the operating system on which the application is running. The option value can also contain the absolute path to the application-specific
*.lms
file.
Otherwise, an application looks for the file in its working directory.
Warning!
An application that does not find its
*.lms
file at startup cannot generate application-specific log events and send them to Message
Server.
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message_format
Default Value: short
Valid Values: short full
An application uses compressed headers when writing log records in its log file.
An application uses complete headers when writing log records in its log file.
Changes Take Effect: Immediately
Specifies the format of log record headers that an application uses when writing logs in the log file. Using compressed log record headers improves application performance and reduces the log file’s size.
With the value set to short
:
•
A header of the log file or the log file segment contains information about the application (such as the application name, application type, host type, and time zone), whereas single log records within the file or segment omit this information.
•
A log message priority is abbreviated to
Std
,
Int
,
Trc
, or
Dbg
, for Standard,
Interaction, Trace, or Debug messages, respectively.
•
The message ID does not contain the prefix
GCTI
or the application type
ID.
A log record in the full format looks like this:
2002-05-07T18:11:38.196 Standard localhost cfg_dbserver GCTI-00-05060
Application started
A log record in the short format looks like this:
2002-05-07T18:15:33.952 Std 05060 Application started
Note:
Whether the full or short format is used, time is printed in the format
option.
time_convert
Default Value:
Local
Valid Values: local utc
The time of log record generation is expressed as a local time, based on the time zone and any seasonal adjustments. Time zone information of the application’s host computer is used.
The time of log record generation is expressed as Coordinated
Universal Time (UTC).
Changes Take Effect: Immediately
Specifies the system in which an application calculates the log record time when generating a log file. The time is converted from the time in seconds since the Epoch (00:00:00 UTC, January 1, 1970).
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time_format
Default Value: time
Valid Values: time locale
ISO8601
The time string is formatted according to the
HH:MM:SS.sss
(hours, minutes, seconds, and milliseconds) format.
The time string is formatted according to the system’s locale.
The date in the time string is formatted according to the ISO 8601 format. Fractional seconds are given in milliseconds.
Changes Take Effect: Immediately
Specifies how to represent, in a log file, the time when an application generates log records.
A log record’s time field in the ISO 8601 format looks like this:
2001-07-24T04:58:10.123
print-attributes
Default Value: false
Valid Values: true false
Attaches extended attributes, if any exist, to a log event sent to log output.
Does not attach extended attributes to a log event sent to log output.
Changes Take Effect: Immediately
Specifies whether the application attaches extended attributes, if any exist, to a log event that it sends to log output. Typically, log events of the Interaction log level and Audit-related log events contain extended attributes. Setting this option to true
enables audit capabilities, but negatively affects performance.
Genesys recommends enabling this option for Solution Control Server and
Configuration Server when using audit tracking. For other applications, refer to Genesys 7.6 Combined Log Events Help to find out whether an application generates Interaction-level and Audit-related log events; if it does, enable the option only when testing new interaction scenarios.
check-point
Default Value:
1
Valid Values: 0 – 24
Changes Take Effect: Immediately
Specifies, in hours, how often the application generates a check point log event, to divide the log into sections of equal time. By default, the application generates this log event every hour. Setting the option to
0
prevents the generation of check-point
events.
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memory
Default Value: No default value
Valid Values: <string> (memory file name)
Changes Take Effect: Immediately
Specifies the name of the file to which the application regularly prints a
snapshot of the memory output, if it is configured to do this (see “Log Output
Options” on page 232 ). The new snapshot overwrites the previously written
data. If the application terminates abnormally, this file will contain the latest log messages. Memory output is not recommended for processors with a CPU frequency lower than 600 MHz.
Note:
If the file specified as the memory
file is located on a network drive, an application does not create a snapshot file (with the extension
*.memory.log
).
memory-storage-size
Default Value:
2 MB
Valid Values:
<number> KB or
<number>
The size of the memory output, in kilobytes.
The minimum value is
128 KB.
<number> MB
The size of the memory output, in megabytes.
The maximum value is
64 MB.
Changes Take Effect: When memory output is created
Specifies the buffer size for log output to the memory, if configured. See also
“Log Output Options” on page 232 .
spool
Default Value: The application’s working directory
Valid Values:
<path>
(the folder, with the full path to it)
Changes Take Effect: Immediately
Specifies the folder, including full path to it, in which an application creates temporary files related to network log output. If you change the option value while the application is running, the change does not affect the currently open network output.
compatible-output-priority
Default Value: false
Valid Values: true false
The log of the level specified by “Log Output Options”
is sent to the specified output.
The log of the level specified by “Log Output Options” and higher
levels is sent to the specified output.
Changes Take Effect: Immediately
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Specifies whether the application uses 6.x output logic. For example, you configure the following options in the log section for a 6.x application and for a 7.x application:
[log] verbose = all debug = file1 standard = file2
The log file content of a 6.x application is as follows:
•
file1
contains Debug messages only.
•
file2 contains Standard messages only.
The log file content of a 7.x application is as follows:
•
file1
contains Debug, Trace, Interaction, and Standard messages.
•
file2
contains Standard messages only.
If you set compatible-output-priority to true
in the 7.x application, its log file content will be the same as for the 6.x application.
Warning!
Genesys does not recommend changing the default value of the
option unless you have specific
reasons to use the 6.x log output logic—that is, to mimic the output priority as implemented in releases 6.x. Setting this option to true affects log consistency.
Log Output Options
To configure log outputs, set log level options (
,
,
) to the desired types of log output (
stdout
, stderr
, network
, memory
, and/or
[filename]
, for log file output).
You can use:
•
One log level option to specify different log outputs.
•
One log output type for different log levels.
•
Several log output types simultaneously, to log events of the same or different log levels.
You must separate the log output types by a comma when you are configuring
more than one output for the same log level. See “Examples” on page 236
.
Note:
The log output options are activated according to the setting of the
configuration option.
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Warnings!
• If you direct log output to a file on the network drive, an application does not create a snapshot log file (with the extension
*.snapshot.log
) in case it terminates abnormally.
• Directing log output to the console (by using the stdout
or stderr settings) can affect application performance. Avoid using these log output settings in a production environment.
all
Default Value: No default value
Valid Values (log output types): stdout stderr network memory
[filename]
Log events are sent to the Standard output ( stdout
).
Log events are sent to the Standard error output ( stderr
).
Log events are sent to Message Server, which can reside anywhere on the network. Message Server stores the log events in the Log Database.
Setting the all
log level option to the network
output enables an application to send log events of the
Standard, Interaction, and
Trace
levels to Message Server.
Debug
-level log events are neither sent to Message Server nor stored in the Log Database.
Log events are sent to the memory output on the local disk. This is the safest output in terms of the application performance.
Log events are stored in a file with the specified name. If a path is not specified, the file is created in the application’s working directory.
Changes Take Effect: Immediately
Specifies the outputs to which an application sends all log events. The log output types must be separated by a comma when more than one output is configured. For example: all = stdout, logfile
Note:
To ease the troubleshooting process, consider using unique names for log files that different applications generate.
standard
Default Value: No default value
Valid Values (log output types): stdout stderr network
Log events are sent to the Standard output ( stdout
).
Log events are sent to the Standard error output ( stderr
).
Log events are sent to Message Server, which can reside anywhere on the network. Message Server stores the log events in the Log Database.
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Log events are sent to the memory output on the local disk. This is the safest output in terms of the application performance.
[filename]
Log events are stored in a file with the specified name. If a path is not specified, the file is created in the application’s working directory.
Changes Take Effect: Immediately
Specifies the outputs to which an application sends the log events of the
Standard
level. The log output types must be separated by a comma when more than one output is configured. For example: standard = stderr, network
interaction
Default Value: No default value
Valid Values (log output types): stdout stderr network memory
[filename]
Log events are sent to the Standard output ( stdout
).
Log events are sent to the Standard error output ( stderr
).
Log events are sent to Message Server, which can reside anywhere on the network. Message Server stores the log events in the Log Database.
Log events are sent to the memory output on the local disk. This is the safest output in terms of the application performance.
Log events are stored in a file with the specified name. If a path is not specified, the file is created in the application’s working directory.
Changes Take Effect: Immediately
Specifies the outputs to which an application sends the log events of the
Interaction
level and higher (that is, log events of the
Standard
and
Interaction levels). The log outputs must be separated by a comma when more than one output is configured. For example: interaction = stderr, network
trace
Default Value: No default value
Valid Values (log output types): stdout stderr network memory
[filename]
Log events are sent to the Standard output ( stdout
).
Log events are sent to the Standard error output ( stderr
).
Log events are sent to Message Server, which can reside anywhere on the network. Message Server stores the log events in the Log Database.
Log events are sent to the memory output on the local disk. This is the safest output in terms of the application performance.
Log events are stored in a file with the specified name. If a path is not specified, the file is created in the application’s working directory.
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Changes Take Effect: Immediately
Specifies the outputs to which an application sends the log events of the Trace level and higher (that is, log events of the
Standard
,
Interaction
, and
Trace levels). The log outputs must be separated by a comma when more than one output is configured. For example: trace = stderr, network
debug
Default Value: No default value
Valid Values (log output types): stdout stderr memory
[filename]
Log events are sent to the Standard output ( stdout
).
Log events are sent to the Standard error output ( stderr
).
Log events are sent to the memory output on the local disk. This is the safest output in terms of the application performance.
Log events are stored in a file with the specified name. If a path is not specified, the file is created in the application’s working directory.
Changes Take Effect: Immediately
Specifies the outputs to which an application sends the log events of the
Debug level and higher (that is, log events of the
Standard
,
Interaction
,
Trace
, and
Debug
levels). The log output types must be separated by a comma when more than one output is configured—for example: debug = stderr, /usr/local/genesys/logfile
Note:
Debug
-level log events are never sent to Message Server or stored in the
Log Database.
Log File Extensions
You can use the following file extensions to identify log files that an application creates for various types of output:
•
*.log
—Assigned to log files when you configure output to a log file. For example, if you set standard = confservlog
for Configuration Server, it prints log messages into a text file called confservlog.<time_stamp>.log.
•
*.qsp
—Assigned to temporary (spool) files when you configure output to the network but the network is temporarily unavailable. For example, if you set standard = network
for Configuration Server, it prints log messages into a file called confserv.<time_stamp>.qsp
during the time the network is not available.
•
*.snapshot.log
—Assigned to files that contain the output snapshot when you configure output to a log file. The file contains the last log messages that an application generates before it terminates abnormally. For example,
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Chapter 8: Common Configuration Options Log Section if you set standard = confservlog
for Configuration Server, it prints the last log message into a file called confserv.<time_stamp>.snapshot.log
in case of failure.
Note:
Provide
*.snapshot.log
files to Genesys Technical Support when reporting a problem.
•
*.memory.log
—Assigned to log files that contain the memory output snapshot when you configure output to memory and redirect the most recent memory output to a file. For example, if you set standard = memory and memory = confserv
for Configuration Server, it prints the latest memory output to a file called confserv.<time_stamp>.memory.log
.
Examples
This section presents examples of a log section that you might configure for an application when that application is operating in production mode and in two lab modes, debugging and troubleshooting.
Production Mode Log Section
[log] verbose = standard standard = network, logfile
With this configuration, an application only generates the log events of the
Standard
level and sends them to Message Server, and to a file named logfile
, which the application creates in its working directory. Genesys recommends that you use this or a similar configuration in a production environment.
Warning!
Directing log output to the console (by using the stdout or stderr settings) can affect application performance. Avoid using these log output settings in a production environment.
Lab Mode Log Section
[log] verbose = all all = stdout, /usr/local/genesys/logfile trace = network
With this configuration, an application generates log events of the
Standard
,
Interaction
,
Trace
, and
Debug
levels, and sends them to the standard output and to a file named logfile
, which the application creates in the
/usr/local/ genesys/
directory. In addition, the application sends log events of the
Standard
,
Interaction
, and
Trace
levels to Message Server. Use this configuration to test new interaction scenarios in a lab environment.
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Chapter 8: Common Configuration Options Log Section
Failure-Troubleshooting Log Section
[log] verbose = all standard = network all = memory memory = logfile memory-storage-size = 32 MB
With this configuration, an application generates log events of the
Standard level and sends them to Message Server. It also generates log events of the
Standard
,
Interaction
,
Trace
, and
Debug
levels, and sends them to the memory output. The most current log is stored to a file named logfile
, which the application creates in its working directory. Increased memory storage allows an application to save more of the log information generated before a failure.
Use this configuration when trying to reproduce an application’s failure. The memory log file will contain a snapshot of the application’s log at the moment of failure; this should help you and Genesys Technical Support identify the reason for the failure.
Note:
If you are running an application on UNIX, and you do not specify any files in which to store the memory output snapshot, a core file that the application produces before terminating contains the most current application log. Provide the application’s core file to Genesys
Technical Support when reporting a problem.
Debug Log Options
The following options enable you to generate
Debug logs containing information about specific operations of an application.
x-conn-debug-open
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates
Debug log records about “open connection” operations of the application.
Warning!
Use this option only when requested by Genesys Technical
Support.
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Chapter 8: Common Configuration Options Log Section
x-conn-debug-select
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates Debug log records about “socket select” operations of the application.
Warning!
Use this option only when requested by Genesys Technical
Support.
x-conn-debug-timers
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates
Debug log records about the timer creation and deletion operations of the application.
Warning!
Use this option only when requested by Genesys Technical
Support.
x-conn-debug-write
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates
Debug log records about “write” operations of the application.
Warning!
Use this option only when requested by Genesys Technical
Support.
x-conn-debug-security
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
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Chapter 8: Common Configuration Options Log Section
Generates
Debug log records about security-related operations, such as
Transport Layer Security and security certificates.
Warning!
Use this option only when requested by Genesys Technical
Support.
x-conn-debug-api
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates
Debug log records about connection library function calls.
Warning!
Use this option only when requested by Genesys Technical
Support.
x-conn-debug-dns
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates
Debug log records about DNS operations.
Warning!
Use this option only when requested by Genesys Technical
Support.
x-conn-debug-all
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates
Debug log records about open connection, socket select, timer creation and deletion, write, security-related, and DNS operations, and connection library function calls. This option is the same as enabling or disabling all of the previous x-conn-debug-<op type>
options.
Warning!
Use this option only when requested by Genesys Technical
Support.
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Chapter 8: Common Configuration Options Log-Extended Section
Log-Extended Section
This section must be called log-extended.
level-reassign-<eventID>
Default Value: Default value of log event
<eventID>
Valid Values: alarm standard interaction trace debug none
The log level of log event
<eventID>
is set to
Alarm.
The log level of log event
<eventID>
is set to
Standard.
The log level of log event
<eventID>
is set to
Interaction.
The log level of log event
<eventID>
is set to
Trace.
The log level of log event
<eventID>
is set to
Debug.
Log event
<eventID>
is not recorded in a log.
Changes Take Effect: Immediately
Specifies a log level for log event <eventID> that is different than its default level, or disables log event
<eventID>
completely. If no value is specified, the log event retains its default level. This option is useful when you want to customize the log level for selected log events.
These options can be deactivated with the option level-reassign-disable
(see
Warning!
Use caution when making these changes in a production environment.
Depending on the log configuration, changing the log level to a higher priority may cause the log event to be logged more often or to a greater number of outputs. This could affect system performance.
Likewise, changing the log level to a lower priority may cause the log event to be not logged at all, or to be not logged to specific outputs, thereby losing important information. The same applies to any alarms associated with that log event.
In addition to the preceding warning, take note of the following:
•
Logs can be customized only by release 7.6 or later applications.
•
When the log level of a log event is changed to any level except none
, it is subject to the other settings in the [log] section at its new level. If set to none
, it is not logged and is therefore not subject to any log configuration.
•
Using this feature to change the log level of a log changes only its priority; it does not change how that log is treated by the system. For example, increasing the priority of a log to Alarm level does not mean that an alarm will be associated with it.
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Chapter 8: Common Configuration Options Log-Extended Section
•
Each application in a High Availability (HA) pair can define its own unique set of log customizations, but the two sets are not synchronized with each other. This can result in different log behavior depending on which application is currently in primary mode.
•
This feature is not the same as a similar feature in Universal Routing
Server (URS) release 7.2 or later. In this Framework feature, the priority of log events are customized. In the URS feature, the priority of debug messages only are customized. Refer to the URS 7.6 Reference Manual for more information about the URS feature.
•
You cannot customize any log event that is not in the unified log record format. Log events of the
Alarm, Standard, Interaction,
and
Trace
levels feature the same unified log record format.
Example
This is an example of using customized log level settings, subject to the following log configuration:
[log] verbose=interaction all=stderr interaction=log_file standard=network
Before the log levels of the log are changed:
•
Log event 1020, with default level standard, is output to stderr
and log_file, and sent to Message Server.
•
Log event 2020, with default level standard, is output to stderr
and log_file,
and sent to Message Server.
•
Log event 3020, with default level trace, is output to stderr.
•
Log event 4020, with default level debug, is output to stderr.
Extended log configuration section:
[log-extended] level-reassign-1020=none level-reassign-2020=interaction level-reassign-3020=interaction level-reassign-4020=standard
After the log levels are changed:
•
Log event 1020 is disabled and not logged.
•
Log event 2020 is output to stderr
and log_file.
•
Log event 3020 is output to stderr
and log_file.
•
Log event 4020 is output to stderr
and log_file,
and sent to Message
Server.
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level-reassign-disable
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
When this option is set to true , the original (default) log level of all log events in the
[log-extended]
section are restored. This option is useful when you want to use the default levels, but not delete the customization statements.
Log-Filter Section
This section must be called log-filter.
default-filter-type
Default Value: copy
Valid Values: copy hide skip
The keys and values of the KVList pairs are copied to the log.
The keys of the KVList pairs are copied to the log; the values are replaced with strings of asterisks.
The KVList pairs are not copied to the log.
Changes Take Effect: Immediately
Specifies the default way of presenting KVList information (including
UserData
,
Extensions
, and
Reasons
) in the log. The selected option will be applied to the attributes of all KVList pairs except the ones that are explicitly defined in the log-filter-data
section.
Example
[log-filter] default-filter-type
=
copy
Here is an example of a log using the default log filter settings: message RequestSetCallInfo
AttributeConsultType 3
AttributeOriginalConnID 008b012ece62c8be
AttributeUpdateRevision 2752651
AttributeUserData [111] 00 27 01 00
‘DNIS' '8410'
‘PASSWORD' '111111111'
'RECORD_ID' '8313427'
AttributeConnID 008b012ece62c922
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Log-Filter-Data Section
This section must be called log-filter-data.
<key name>
Default Value: copy
Valid Values: copy hide skip
The key and value of the given KVList pair are copied to the log.
The key of the given KVList pair is copied to the log; the value is replaced with a string of asterisks.
The KVList pair is not copied to the log.
Changes Take Effect: Immediately
Specifies the way of presenting the KVList pair defined by the key name in the log. Specification of this option supersedes the default way of KVList presentation as defined in the log-filter section for the given KVList pair.
Note:
If the T-Server common configuration option log-trace-flag
is set to
-udata,
it will disable writing of user data to the log regardless of settings of any options in the log-filter-data
section.
Example
[log-filter-data]
PASSWORD=hide
Here is an example of the log with option
PASSWORD
set to hide: message RequestSetCallInfo
AttributeConsultType 3
AttributeOriginalConnID 008b012ece62c8be
AttributeUpdateRevision 2752651
AttributeUserData [111] 00 27 01 00
'DNIS' '8410'
‘PASSWORD' '****'
'RECORD_ID' '8313427'
AttributeConnID 008b012ece62c922
Common Section
This section must be called common.
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Chapter 8: Common Configuration Options Changes from 7.5 to 7.6
enable-async-dns
Default Value: off
Valid Values: off on
Disables asynchronous processing of DNS requests.
Enables asynchronous processing of DNS requests.
Changes Take Effect: Immediately
Enables the asynchronous processing of DNS requests such as, for example, host-name resolution.
Warnings!
Use this option only when requested by Genesys Technical
Support.
Use this option only with T-Servers.
rebind-delay
Default Value:
10
Valid Values:
0
–
600
Changes Take Effect: After restart
Specifies the delay, in seconds, between socket-bind operations that are being executed by the server. Use this option if the server has not been able to successfully occupy a configured port.
Warning!
Use this option only when requested by Genesys Technical
Support.
Changes from 7.5 to 7.6
provides all the changes to common configuration options between release 7.5 and the latest 7.6 release.
Table 26: Common Log Option Changes from 7.5 to 7.6
Option Name Option Values
Log Section
Type of
Change
Details
Use the following options only when requested by Genesys Technical Support.
x-conn-debug-open 0, 1 New See the description on
.
x-conn-debug-select 0, 1 New See the description on
.
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Table 26: Common Log Option Changes from 7.5 to 7.6 (Continued)
Option Name
x-conn-debug-timers x-conn-debug-write x-conn-debug-security x-conn-debug-api x-conn-debug-dns x-conn-debug-all
Option Values
level-reassign-<eventID> alarm, standard, interaction, trace, debug, none level-reassign-disable true, false
Type of
Change
New
New
Details
0, 1
0, 1
0, 1
0, 1
New
New
New
New
See the description on
.
See the description on
.
See the description on
.
See the description on
.
0, 1 New See the description on
.
0, 1 New See the description on
.
Extended Log Section (New Section)
See the description on
.
See the description on
.
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Table 26: Common Log Option Changes from 7.5 to 7.6 (Continued)
Option Name Option Values Type of
Change
Common Section (New Section)
Details
Use the following options only when requested by Genesys Technical Support.
enable-async-dns off, on New rebind-delay 10–600 New
Use only with T-Servers.
See the description on
.
See the description on
.
246 Framework 7.6
Chapter
9
T-Server Common
Configuration Options
This chapter describes the configuration options that are common to all
T-Server types. It contains the following sections:
Setting Configuration Options, page 247
Agent-Reservation Section, page 255
Multi-Site Support Section, page 256
Translation Rules Section, page 265
Backup-Synchronization Section, page 266
Call-Cleanup Section, page 267
Timeout Value Format, page 269
Option Changes from Release 7.5 to 7.6, page 270
T-Server also supports common log options described in Chapter 8, “Common
Configuration Options,” on page 225 .
Setting Configuration Options
Unless it is specified otherwise, you set configuration options in Configuration
Manager in the corresponding sections on the
Options
tab for the T-Server
Application
object.
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Mandatory Options
Except as noted for certain environments, the configuration of common options is not required for basic T-Server operation.
T-Server Section
The T-Server section contains the configuration options that are used to support the core features common to all T-Servers.
TServer
This section must be called
TServer.
ani-distribution
Default Value: inbound-calls-only
Valid Values: inbound-calls-only, all-calls, suppressed
Changes Take Effect: Immediately
Controls the distribution of the ANI information in
TEvent
messages. When this option is set to all-calls,
the
ANI
attribute will be reported for all calls for which it is available. When this option is set to suppressed,
the
ANI
attribute will not be reported for any calls. When this option is set to inbound-callsonly,
the
ANI
attribute will be reported for inbound calls only.
background-processing
Default Value: false
Valid Values:
true
, false
Changes Take Effect: Immediately
When set to true
, T-Server processes all client requests in the background, giving higher priority to the rest of the messages. This ensures that it processes these messages without any significant delay.
With Background Processing functionality enabled, T-Server processes all switch messages immediately and waits until there are no switch messages before processing the message queue associated with T-Server client requests.
T-Server reads all connection sockets immediately and places client requests in the input buffer, which prevents T-Server clients from disconnecting because of configured timeouts.
When T-Server processes client requests from the message queue, requests are processed in the order in which T-Server received them.
When set to false
, T-Server processes multiple requests from one T-Server client before proceeding to the requests from another T-Server client, and so on.
Note:
Use of this option can negatively impact T-Server processing speed.
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background-timeout
Default Value:
60 msec
Valid Values: See “Timeout Value Format” on page 269
.
Changes Take Effect: Immediately
Specifies the time interval that T-Server waits before processing client requests in background mode. You must set the
background-processing option to
true in order for this option to take effect.
check-tenant-profile
Default Value:
false
Valid Values: true , false
Changes Take Effect: For the next connected client
When set to true , T-Server checks whether a client provides the correct name and password of a tenant. If it does, T-Server allows that client to register DNs that are included in the switch configuration in the Configuration Database, but it does not allow the client to register DNs that are not included in the switch configuration.
Note:
To make T-Server compatible with 3.x and 5.x clients, set the
checktenant-profile option to
false.
compatibility-port
Default Value:
0
Valid Values:
0 or any valid TCP/IP port
Changes Take Effect: After T-Server has reconnected to the link
Specifies the TCP/IP port that 3.x clients use to establish connections with
T-Server. Connections to this port are accepted only if T-Server has a connection with the switch. If set to
0
(zero), this port is not used.
Note:
Starting with release 7.5, 3.x clients are no longer supported. You can use this option for backward compatibility with the previous T-Server releases.
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consult-user-data
Default Value:
separate
Valid Values: separate inherited joint
Stores user data for original and consultation calls in separate structures. The data attached to the original call is available for review or changes only to the parties of that call. The data attached to the consultation call is available only to the parties of the consultation call.
Copies user data from an original call to a consultation call when the consultation call is created; thereafter, stores user data separately for the original and the consultation call. Changes to the original call’s user data are not available to the parties of the consultation call, and vice versa.
Stores user data for an original call and a consultation call in one structure. The user data structure is associated with the original call, but the parties of both the original and consultation calls can see and make changes to the common user data.
Changes Take Effect: For the next consultation call created
Specifies the method for handling user data in a consultation call.
Note:
A T-Server client can also specify the
consult-user-data mode in the
Extensions attribute ConsultUserData key for a conference or transfer request. If it is specified, the method of handling user data is based on the value of the
ConsultUserData key-value pair of the request and takes precedence over the T-Server
consult-user-data option. If it is not specified in the client request, the value specified in the consult-user-data option applies.
customer-id
Default Value: No default value. (A value must be specified for a multi-tenant environment.)
Valid Values: Any character string
Changes Take Effect: Immediately
Identifies the T-Server customer. You must set this option to the name of the tenant that is using this T-Server. You must specify a value for this option if you are working in a multi-tenant environment.
Note:
Do not configure the customer-id option for single-tenant environments.
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log-trace-flags
Default Value:
+iscc, +cfg$dn, -cfgserv, +passwd, +udata, -devlink, -sw,
-req, -callops, -conn, -client
Valid Values (in any combination):
+/-iscc
+/-cfg$dn
+/-cfgserv
+/-passwd
+/-udata
+/-devlink
+/-sw
+/-req
+/-callops
+/-conn
+/-client
Turns on/off the writing of information about Inter Server Call
Control (ISCC) transactions.
Turns on/off the writing of information about DN configuration.
Turns on/off the writing of messages from Configuration
Server.
Turns on/off the writing of information about passwords.
Turns on/off the writing of attached data.
Turns on/off the writing of information about the link used to send CTI messages to the switch (for multilink environments).
Reserved by Genesys Engineering.
Reserved by Genesys Engineering.
Reserved by Genesys Engineering.
Reserved by Genesys Engineering.
Turns on/off the writing of additional information about the client’s connection.
Changes Take Effect: Immediately
Specifies—using a space-, comma- or semicolon-separated list—the types of information that are written to the log files.
management-port
Default Value:
0
Valid Values:
0 or any valid TCP/IP port
Changes Take Effect: After T-Server is restarted
Specifies the TCP/IP port that management agents use to communicate with
T-Server. If set to
0
(zero), this port is not used.
merged-user-data
Default Value: main-only
Valid Values: main-only merged-only merged-over-main main-over-merged
T-Server attaches user data from the remaining call only.
T-Server attaches user data from the merging call.
T-Server attaches user data from the remaining and the merging call. In the event of equal keys, T-Server uses data from the merging call.
T-Server attaches data from the remaining and the merging call. In the event of equal keys, T-Server uses data from the remaining call.
Changes Take Effect: Immediately
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Specifies the data that is attached to the resulting call after a call transfer, conference, or merge completion.
Note:
The option setting does not affect the resulting data for merging calls if the
consult-user-data
option is set to
joint.
(See “consult-user-data” on page 250
.)
server-id
Default Value: An integer equal to the
ApplicationDBID
as reported by
Configuration Server
Valid Values: Any integer from
0
–
16383
Changes Take Effect: Immediately
Specifies the Server ID that T-Server uses to generate Connection IDs and other unique identifiers. In a multi-site environment, you must assign each
T-Server a unique Server ID, in order to avoid confusion in reporting applications and T-Server behavior.
Configuration of this option is necessary for Framework environments in which there are two or more instances of the Configuration Database.
Note:
If you do not specify a value for this option, T-Server populates it with the
ApplicationDBID as reported by Configuration Server. Each data object in the Configuration Database is assigned a separate DBID that maintains a unique Server ID for each T-Server configured in the database.
Warning!
Genesys does not recommend using multiple instances of the
Configuration Database.
user-data-limit
Default Value:
16000
Valid Values:
0
–
65535
Changes Take Effect: Immediately
Specifies the maximum size (in bytes) of user data in a packed format.
Note:
When T-Server works in mixed 7.x/6.x environment, the value of this option must not exceed the default value of
16000
bytes; otherwise, 6.x
T-Server clients might fail.
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License Section
The License section contains the configuration options that are used to configure T-Server licenses. They set the upper limit of the seat-related DN licenses ( tserver_sdn ) that T-Server tries to check out from a license file. See
“License Checkout” on page 254 .
license
This section must be called license .
Notes:
T-Server also supports the
license-file option described in the
Genesys 7 Licensing Guide.
The
License
section is not applicable to Network T-Server for DTAG.
If you use two or more T-Servers, and they share licenses, you must configure the following options in the license
section of the T-Servers.
num-of-licenses
Default Value:
0 or
max
(all available licenses)
Valid Values:
0
or string
max
Changes Take Effect: Immediately
Specifies how many DN licenses T-Server checks out. T-Server treats a value of
0
(zero) the same as it treats
max
—that is, it checks out all available licenses.
The sum of all
num-of-licenses values for all concurrently deployed
T-Servers must not exceed the number of seat-related DN licenses
( tserver_sdn
) in the corresponding license file. The primary and backup
T-Servers share the same licenses, and therefore they need to be counted only once. T-Server checks out the number of licenses indicated by the value for this option, regardless of the number actually in use.
num-sdn-licenses
Default Value: 0 or max (All DN licenses are seat-related)
Valid Values: String
max
(equal to the value of num-of-licenses
), or any integer from
0
–
9999
Changes Take Effect: Immediately
Specifies how many seat-related licenses T-Server checks out. A value of 0
(zero) means that T-Server does not grant control of seat-related DNs to any client, and it does not look for seat-related DN licenses at all.
The sum of all
num-sdn-licenses values for all concurrently deployed
T-Servers must not exceed the number of seat-related DN licenses
( tserver_sdn
) in the corresponding license file. The primary and backup
T-Servers share the same licenses, and therefore they need to be counted only once. T-Server checks out the number of licenses indicated by the value for this option, regardless of the number actually in use.
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Notes:
For Network T-Servers, Genesys recommends setting this option to
0
.
Be sure to configure in the Configuration Database all the DNs that agents use (Extensions and ACD Positions) and that T-Server should
control. For further information, see Chapter 2, “DNs and Agent
License Checkout
shows how to determine the number of seat-related DN licenses that
T-Server attempts to check out. See the examples on
.
Table 27: License Checkout Rules
Options Settings a num-of-licenses num-sdn-licenses
max (or 0) max (or 0) max (or 0) x x x max x
0 max y
0
License Checkout b
Seat-related DN licenses
all available x
0 x min (y, x)
0 a. In this table, the following conventions are used: x
and y
- are positive integers; max
is the maximum number of licenses that T-Server can check out; min (y, x) is the lesser of the two values defined by y
and x
, respectively.
b. The License Checkout column shows the number of licenses that T-Server attempts to check out. The actual number of licenses will depend on the licenses’ availability at the time of checkout, and it is limited to 9999.
Examples
This section presents examples of option settings in the license section.
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Example 1
Agent-Reservation Section
If...
Options Settings
num-of-licences = max num-sdn-licences = max
Example 2
If...
Options Settings
num-of-licences = 1000 num-sdn-licences = max
Then...
License File Settings License Checkout
tserver_sdn = 500 500 seat-related DNs
Then...
License File Settings License Checkout
tserver_sdn = 500 500 seat-related DNs
Example 3
If...
Options Settings
num-of-licences = 1000 num-sdn-licences = 400
Then...
License File Settings License Checkout
tserver_sdn = 600 400 seat-related DNs
Example 4
If...
Options Settings
num-of-licences = max num-sdn-licences = 1000
Then...
License File Settings License Checkout
tserver_sdn = 5000 1000 seat-related DNs
Agent-Reservation Section
The Agent-Reservation section contains the configuration options that are used
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agent-reservation
This section must be called
agent-reservation.
Note:
The Agent Reservation functionality is currently a software-only feature that is used to coordinate multiple client applications. This feature does not apply to multiple direct or ACD-distributed calls.
reject-subsequent-request
Default Value: true
Valid Values: true false
T-Server rejects subsequent requests.
A subsequent request prolongs the current reservation made by the same client application for the same agent.
Changes Take Effect: Immediately
Specifies whether T-Server rejects subsequent requests from the same client application, for an agent reservation for the same
Agent
object that is currently reserved.
Note:
Genesys does not recommend setting this option to false in a multi-site environment in which remote locations use the
Agent-Reservation feature.
request-collection-time
Default Value:
100 msec
Valid Values: See “Timeout Value Format” on page 269
.
Changes Take Effect: Immediately
Specifies the interval that agent reservation requests are collected before a reservation is granted. During this interval, agent reservation requests are delayed, in order to balance successful reservations between client applications
(for example, Universal Routing Servers).
reservation-time
Default Value:
10000 msec
Valid Values: See “Timeout Value Format” on page 269
.
Changes Take Effect: Immediately
Specifies the default interval that an AgentDN is reserved to receive a routed call from a remote T-Server. During this interval, the agent cannot be reserved again.
Multi-Site Support Section
The Multi-Site Support section contains the configuration options that are used to support multi-site environments with the Inter Server Call Control (ISCC)
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extrouter
feature. The configuration options in this section are grouped with related options that support the same functionality (such as those for Transfer Connect
Service or the ISCC/Call Overflow feature).
This section must be called extrouter .
For a description of the ways in which T-Server supports multi-site configurations and for an explanation of the configuration possibilities for a multi-site operation, see the
Note:
In a multi-site environment, you must configure the
,
and
options with the same value for both the primary and backup T-Servers. If you do not do this, the value specified for the backup T-Server overrides the value specified for the primary T-Server.
match-call-once
Default Value:
true
Valid Values: true false
ISCC does not process (match) an inbound call that has already been processed (matched).
ISCC processes (attempts to match) a call as many times as it arrives at an ISCC resource or multi-site-transfer target.
Changes Take Effect: Immediately
Specifies how many times ISCC processes an inbound call when it arrives at an ISCC resource. When set to false,
ISCC processes (attempts to match) the call even if it has already been processed.
Note:
Genesys does not recommend changing the default value of the matchcall-once
option to false
unless you have specific reasons. Setting this option to false may lead to excessive or inconsistent call data updates.
reconnect-tout
Default Value:
5 sec
Valid Values: See “Timeout Value Format” on page 269
.
Changes Take Effect: At the next reconnection attempt
Specifies the time interval after which a remote T-Server attempts to connect to this T-Server after an unsuccessful attempt or a lost connection. The number of attempts is unlimited. At startup, T-Server immediately attempts the first connection, without this timeout.
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report-connid-changes
Default Value:
false
Valid Values: true false
EventPartyChanged is generated.
EventPartyChanged is not generated.
Changes Take Effect: Immediately
Specifies whether the destination T-Server generates EventPartyChanged for the incoming call when the resulting
ConnID attribute is different from the
ConnID attribute of an instance of the same call at the origination location.
use-data-from
Default Value: active
Valid Values: active original active-dataoriginal-call current
The values of
UserData
and
ConnID
attributes are taken from the consultation call.
The values of
UserData
and
ConnID
attributes are taken from the original call.
The value of the
UserData
attribute is taken from the consultation call and the value of
ConnID
attribute is taken from the original call.
If the value of current
is specified, the following occurs:
• Before the transfer or conference is completed, the
UserData
and
ConnID
attributes are taken from the consultation call.
• After the transfer or conference is completed,
EventPartyChanged
is generated, and the
UserData
and
ConnID
are taken from the original call.
Changes Take Effect: Immediately
Specifies the call from which the values for the
UserData and
ConnID attributes are taken for a consultation call that is routed or transferred to a remote location.
Note:
For compatibility with the previous T-Server releases, you can use the values
consult
, main
, and
consult-user-data for this option. These are aliases for
active
, original
, and
current
, respectively.
ISCC Transaction Options
cast-type
Default Value: route, route-uui, reroute, direct-callid, direct-uui, direct-network-callid, direct-notoken, direct-digits, direct-ani, dnis-pool, pullback
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Valid Values: route, route-uui, reroute, direct-callid, direct-uui, direct-network-callid, direct-notoken, direct-digits, direct-ani, dnis-pool, pullback
Changes Take Effect: For the next request for the remote service
Specifies—using a space-, comma- or semicolon-separated list—the routing types that can be performed for this T-Server.
The valid values provide for a range of mechanisms that the ISCC feature can support with various T-Servers, in order to pass call data along with calls between locations.
Because switches of different types provide calls with different sets of information parameters, some values might not work with your T-Server. See
Table 3 on page 83 for information about supported transaction types by a
specific T-Server. The “Multi-Site Support”
chapter also provides detailed descriptions of all transaction types.
Notes:
For compatibility with the previous T-Server releases, you can use the direct value for this option. This is an alias for direct-callid.
An alias, route-notoken
, has been added to the
route value.
default-dn
Default Value: No default value
Valid Values: Any DN
Changes Take Effect: For the next request for the remote service
Specifies the DN to which a call is routed when a Destination DN
(
AttributeOtherDN
) is not specified in the client’s request for routing. If neither this option nor the client’s request contains the destination DN, the client receives
EventError
.
Note:
This option is used only for requests with route types route, routeuui, direct-callid, direct-network-callid, direct-uui, directnotoken, direct-digits,
and
direct-ani.
direct-digits-key
Default Value:
CDT_Track_Num
Valid Values: Any valid key name of a key-value pair from the
UserData attribute
Changes Take Effect: For the next request for the remote service
Specifies the name of a key from the
UserData attribute that contains a string of digits that are used as matching criteria for remote service requests with the direct-digits routing type.
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Multi-Site Support Section
Note:
For compatibility with the previous T-Server releases, this configuration option has an alias value of cdt-udata-key.
dn-for-unexpected-calls
Default Value: No default value
Valid Values: Any DN
Changes Take Effect: Immediately
Specifies a default DN for unexpected calls arriving on an External Routing
Point.
network-request-timeout
Default Value:
20 sec
Valid Values: See “Timeout Value Format” on page 269
.
Changes Take Effect: For the next network request
For a premise T-Server, this option specifies the time interval that the premise
T-Server waits for a response, after relaying a
TNetwork<...>
request to the
Network T-Server. For a Network T-Server, this option specifies the time interval that the Network T-Server waits for a response from an SCP (Service
Control Point), after initiating the processing of the request by the SCP.
When the allowed time expires, the T-Server cancels further processing of the request and generates
EventError
.
register-attempts
Default Value:
5
Valid Values: Any positive integer
Changes Take Effect: For the next registration
Specifies the number of attempts that T-Server makes to register a dedicated
External Routing Point.
register-tout
Default Value: 2 sec
Valid Values: See “Timeout Value Format” on page 269
.
Changes Take Effect: For the next registration
Specifies the time interval after which T-Server attempts to register a dedicated
External Routing Point. Counting starts when the attempt to register a Routing
Point fails.
request-tout
Default Value:
20 sec
Valid Values: See “Timeout Value Format” on page 269
.
Changes Take Effect: For the next request for remote service
Specifies the time interval that a T-Server at the origination location waits for a notification of routing service availability from the destination location.
Framework 7.6
Chapter 9: T-Server Common Configuration Options Multi-Site Support Section
Counting starts when the T-Server sends a request for remote service to the destination site.
resource-allocation-mode
Default Value:
circular
Valid Values: home circular
T-Server takes an alphabetized (or numerically sequential) list of configured DNs and reserves the first available DN from the top of the list for each new request. For example, if the first DN is not available, the second DN is allocated for a new request. If the first
DN is freed by the time the next request comes, the first DN is allocated for this next request.
T-Server takes the same list of configured DNs, but reserves a subsequent DN for each subsequent request. For example, when the first request comes, T-Server allocates the first DN; when the second request comes, T-Server allocates the second DN; and so on.
T-Server does not reuse the first DN until reaching the end of the
DN list.
Changes Take Effect: Immediately
Specifies the manner in which T-Server allocates resources (that is, DNs of the
External Routing Point type and Access Resources with
Resource Type dnis ) for multi-site transaction requests.
resource-load-maximum
Default Value:
0
Valid Values: Any positive integer
Changes Take Effect: Immediately
Specifies the maximum number of ISCC routing transactions that can be concurrently processed at a single DN of the
External Routing Point route type. After a number of outstanding transactions at a particular DN of the
External Routing Point type reaches the specified number, T-Server considers the DN not available. Any subsequent request for this DN is queued until the number of outstanding transactions decreases. A value of
0
(zero) means that no limitation is set to the number of concurrent transactions at a single External Routing Point. In addition, the
0 value enables T-Server to perform load balancing of all incoming requests among all available External
Routing Points, in order to minimize the load on each DN.
route-dn
Default Value: No default value
Valid Values: Any DN
Changes Take Effect: Immediately
Specifies the DN that serves as a Routing Point for the route transaction type in the multiple-to-one access mode.
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timeout
Default Value:
60 sec
Valid Values: See “Timeout Value Format” on page 269
.
Changes Take Effect: For the next request for remote service
Specifies the time interval that the destination T-Server waits for a call routed from the origination location. Counting starts when this T-Server notifies the requesting T-Server about routing service availability. The timeout must be long enough to account for possible network delays in call arrival.
use-implicit-access-numbers
Default Value:
false
Valid Values:
true
, false
Changes Take Effect: After T-Server is restarted
Determines whether an External Routing Point in which at least one access number is specified is eligible for use as a resource for calls coming from switches for which an access number is not specified in the External Routing
Point. If this option is set to false, the External Routing Point is not eligible for use as a resource for calls coming from such switches. If this option is set to true,
an implicit access number for the External Routing Point, composed of the switch access code and the DN number of the External Routing Point, will be used.
Note:
If an External Routing Point does not have an access number specified, this option will not affect its use.
Transfer Connect Service Options
tcs-queue
Default Value: No default value
Valid Values: Any valid DN number
Changes Take Effect: For the next request for the remote service
Specifies the TCS DN number to which a call, processed by the TCS feature, is dialed after the originating external router obtains an access number. This option applies only if the
option is activated.
tcs-use
Default Value:
never
Valid Values: never
The TCS feature is not used.
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The TCS feature is used for every call.
In order to use the TCS feature for a multi-site call transfer request, a client application must add a key-value pair with a
TC-type key and a nonempty string value to the
UserData attribute of the request.
Changes Take Effect: Immediately
Specifies whether the Transfer Connect Service (TCS) feature is used.
Note:
For compatibility with the previous T-Server releases, you can use the value up-app-depended for this option. This is an alias for app-defined
.
ISCC/COF Options
cof-ci-defer-create
Default Value: 0
Valid Values: See “Timeout Value Format” on page 269
.
Changes Take Effect: Immediately
Specifies the time interval that T-Server waits for call data from the switch before generating a negative response for a call data request from a remote
T-Server. If T-Server detects the matching call before this timeout expires, it sends the requested data. This option applies only if the
set to true
.
cof-ci-defer-delete
Default Value:
0
Valid Values: See “Timeout Value Format” on page 269
.
Changes Take Effect: Immediately
Specifies the time interval that T-Server waits before deleting call data that might be overflowed. If set to
0,
deletion deferring is disabled. This option applies only if the
true
.
cof-ci-req-tout
Default Value:
500 msec
Valid Values: See “Timeout Value Format” on page 269
.
Changes Take Effect: For the next COF operation
Specifies the time interval during which T-Server will wait for call data requested with respect to a call originated at another site. After T-Server sends the call data request to remote T-Servers, all events related to this call will be suspended until either the requested call data is received or the specified timeout expires. This option applies only if the
option is set to true
.
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cof-ci-wait-all
Default Value:
false
Valid Values: true false
T-Server waits for responses from all T-Servers that might have the requested call data before updating the call data with the latest information.
T-Server updates the call data with the information received from the first positive response.
Changes Take Effect: Immediately
Specifies whether T-Server, after sending a request for matching call data, waits for responses from other T-Servers before updating the call data (such as
CallHistory , ConnID , and UserData ) for a potentially overflowed call. The waiting period is specified by the
and
options.
This option applies only if the
true
.
cof-feature
Default Value:
false
Valid Values: true, false
Changes Take Effect: Immediately
Enables or disables the Inter Server Call Control/Call Overflow (ISCC/COF) feature.
cof-rci-tout
Default Value: 10 sec
Valid Values: See “Timeout Value Format” on page 269
.
Changes Take Effect: For the next COF operation
Specifies the time interval that T-Server waits for call data from other
T-Servers’ transactions. Counting starts when
expires. This option applies only if the
true
.
local-node-id
Default Value: 0
Valid Values:
0 or any positive integer
Changes Take Effect: Immediately
This option, if enabled, checks all networked calls against the specified
NetworkNodeID (the identity of the switch to which the call initially arrived). If the
NetworkNodeID is the same as the value of this option, the request for call information is not sent. The default value of
0 disables the functionality of this option. To establish an appropriate
NetworkNodeID,
specify a value other than the default. This option applies only if the
true .
Note:
This option applies only to T-Server for Nortel Communication Server
2000/2100 (formerly DMS-100).
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Event Propagation Option
event-propagation
Default Value:
list
Valid Values: list off
Changes in user data and party events are propagated to remote locations through call distribution topology.
The feature is disabled. Changes in user data and party events are not propagated to remote locations.
Changes Take Effect: Immediately
Specifies whether the Event Propagation feature is enabled.
Number Translation Option
inbound-translator-<n>
Default Value: No default value.
Valid Value: Any valid name
Changes Take Effect: Immediately
Specifies the name of another configuration section as the value for the inbound-translator
option. For example, inbound-translator-1 = ani-translator where ani-translator
is the name of the configuration that describes the translation rules for inbound numbers.
Translation Rules Section
The section name is specified by the inbound-translator-< n
>
option. It contains options that define translation rules for inbound numbers.
You can choose any name for this section, provided that it matches the value of the section. Every option in this section corresponds to a rule and must conform to the format described below. You can configure as many rules as necessary to accommodate your business needs.
rule-<n>
Default Value: No default value
Valid Value: Any valid string in the following format: in-pattern=<input pattern value>;out-pattern=<output pattern value>
Changes Take Effect: Immediately
Defines a rule to be applied to an inbound number. The two parts of the option value describe the input and output patterns in the rule. When configuring the
pattern values, follow the syntax defined in “Using ABNF for Rules” on page 92
. See “Configuring Number Translation” on page 98
for examples of
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Backup-Synchronization Section
The Backup-Synchronization section contains the configuration options that are used to support a high-availability ( hot standby redundancy type) configuration.
backup-sync
This section must be called backup-sync.
Note:
These options apply only to T-Servers that support the
hot standby redundancy type.
addp-remote-timeout
Default Value:
0
Valid Values: Any integer from
0
–
3600
Changes Take Effect: Immediately
Specifies the time interval that the redundant T-Server waits for a response from this T-Server after sending a polling signal. The default value of
0
(zero) disables the functionality of this option. To establish an appropriate timeout, specify a value other than the default. This option applies only if the
option is set to addp.
addp-timeout
Default Value: 0
Valid Values: Any integer from
0
–
3600
Changes Take Effect: Immediately
Specifies the time interval that this T-Server waits for a response from another
T-Server after sending a polling signal. The default value of 0 (zero) disables the functionality of this option. To establish an appropriate timeout, specify a value other than the default. This option applies only if the
option is set to
addp.
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addp-trace
Default Value:
off
Valid Values: off
, false
, no full
, both
No trace (default).
local
, on
, true
,
yes
Trace on this T-Server side only.
remote
Trace on the redundant T-Server side only.
Full trace (on both sides).
Changes Take Effect: Immediately
Specifies whether the option is active, and to what level the trace is performed.
This option applies only if the
addp
.
protocol
Default Value:
default
Valid Values: default addp
The feature is not active.
Activates the Advanced Disconnect Detection Protocol.
Changes Take Effect: When the next connection is established
Specifies the name of the method used to detect connection failures. If you specify the addp
value, you must also specify a value for the addp-timeout
,
,
and
options.
sync-reconnect-tout
Default Value:
20 sec
Valid Values: See “Timeout Value Format” on page 269
.
Changes Take Effect: Immediately
Specifies the time interval after which the backup T-Server attempts to reconnect to the primary server (for a synchronized link).
Call-Cleanup Section
The Call-Cleanup section contains the configuration options that are used to control detection and cleanup of stuck calls in T-Server. For more information on stuck call handling, refer to the “Stuck Call Management” chapter in the
Framework 7.6 Management Layer User’s Guide.
call-cleanup
This section must be called
call-cleanup.
cleanup-idle-tout
Default Value:
0
Valid Values: See “Timeout Value Format” on page 269
.
Changes Take Effect: Immediately
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Specifies the time interval that T-Server waits for a call to be updated from its last update. After this time elapses, if no new events about the call are received, T-Server clears this call as a stuck call, either by querying the switch
(if a CTI link provides such capabilities) or by deleting the call information from memory unconditionally. The default value of
0 disables the stuck calls cleanup.
notify-idle-tout
Default Value:
0
Valid Values: See “Timeout Value Format” on page 269
.
Changes Take Effect: Immediately
Specifies the time interval that T-Server waits for a call to be updated from its last update. After this time elapses, if no new events about the call are received, T-Server reports this call as a stuck call. The default value of
0 disables the stuck calls notification.
periodic-check-tout
Default Value: 10 min
Valid Values: See “Timeout Value Format” on page 269
.
Changes Take Effect: Immediately
Specifies the time interval for periodic checks for stuck calls. These checks affect both notification and cleanup functionality, and are made by checking the T-Server’s own call information with call information available in the switch. For performance reasons, T-Server does not verify whether the notify-idle-tout or
cleanup-idle-tout option has expired before performing this checking.
Note:
Setting this option to a value of less than a few seconds can affect
T-Server performance.
Examples
This section presents examples of option settings in the call-cleanup
section.
Example 1
cleanup-idle-tout = 0 notify-idle-tout = 0 periodic-check-tout = 10
With these settings, T-Server will not perform any checks for stuck calls.
Example 2
cleanup-idle-tout = 0 notify-idle-tout = 5 min periodic-check-tout = 10 min
With these settings, T-Server performs checks every 10 minutes and sends notifications about all calls that have been idle for at least 5 minutes.
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Example 3
cleanup-idle-tout = 20 min notify-idle-tout = 5 min periodic-check-tout = 10 min
With these settings, T-Server performs checks every 10 minutes, sends notifications about all calls that have been idle for at least 5 minutes, and attempts to clean up all calls that have been idle for more than 20 minutes.
Security Section
The Security section contains the configuration options that are used to configure secure data exchange between T-Servers and other Genesys components. Refer to the Genesys 7.6 Security Deployment Guide for complete information on the security configuration.
Timeout Value Format
This section of the document describes the values to use for those T-Server common options that set various timeouts. The current format allows you to use fractional values and various time units for timeout settings.
For timeout-related options, you can specify any value that represents a time interval, provided that it is specified in one of the following formats:
[[[ hours
:] minutes
:] seconds
][ milliseconds
] or
[ hours hr][ minutes min][ seconds sec][ milliseconds msec]
Where a time unit name in italic (such as hours) is to be replaced by an integer value for this time unit.
Integer values with no measuring units are still supported, for compatibility with previous releases of T-Server. When you do not specify any measuring units, the units of the default value apply. For example, if the default value equals
60 sec
, specifying the value of
30 sets the option to 30 seconds.
Example 1
The following settings result in a value of 1 second, 250 milliseconds: sync-reconnect-tout = 1.25
sync-reconnect-tout = 1 sec 250 msec
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Example 2
The following settings result in a value of 1 minute, 30 seconds: timeout = 1:30 timeout = 1 min 30 sec
Option Changes from Release 7.5 to 7.6
lists the configuration options that:
•
Are new or changed in the 7.6 release of T-Server
•
Have been added or changed since the most recent 7.5 release of this document
If a configuration option has been replaced with another that enables the same functionality, the new option name and its location in this chapter are noted.
Table 28: Option Changes from Release 7.5 to 7.6
Option Name
ani-distribution use-data-from
Option Values
active, original, current, active-data-original-call
Type of
Change
inbound-calls-only, all-calls, suppressed
TServer Section
New
New value compatibility-port 0 or any valid TCP/IP port Obsolete
Details
See the option description on
.
New option value, active-dataoriginal-call.
See the option
.
See the option description on
.
network-providedaddress true, false
backup-sync Section
Obsolete
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Chapter
10
Configuration Options in
T-Server for Alcatel A4400
This chapter describes configuration options unique to the T-Server for Alcatel
A4400/OXE and includes these sections:
Link-Control Section, page 299
Changes from 7.5 to 7.6, page 303
Mandatory Options
lists the options that you must configure for basic T-Server operation.
All other options in this chapter are configured to enable T-Server to support various features.
To establish a link connection, simply configure the link options (TCP/IP) that are applicable to the connection protocol used in your environment.
Table 29: Mandatory Options
Option Name
link-n-name
Default Value
T-Server Section
No default value
Details
See description on
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Chapter 10: Configuration Options in T-Server for Alcatel A4400 T-Server Section
Table 29: Mandatory Options (Continued)
Option Name
protocol hostname port tcp
Default Value
CTI-Link Section
Details
See description on
No default value
2555
See description on
See description on
T-Server Section
This section must be called
TServer
.
password-separator
Default Value: No default value
Valid Value: Any nonnumeric character
Changes Take Effect: Immediately
Specifies a character used to separate the password parameter when it is transmitted as part of either AgentID or Queue.
imm-trf-route-external
Default Value:
false
Valid Values: true, false
Changes Take Effect: Immediately
With value true,
T-Server immediately transfers a primary call on a Routing
Point after delivering the consultation call to an external destination.
Note:
Use of this option affects supervised-route-timeout and route-noanswer-timeout
route-handover-timeout
Default Value:
3
Valid Value: Any integer from 0 – 600
Changes Take Effect: Immediately
Specifies the interval (in seconds) for an agent to complete a transfer of a consultation call to a Routing Point when the call is routed to an external destination by the T-Server
Transfer
function. If the transfer is not completed within the period specified, T-Server either completes the transfer to the
Routing Point automatically, or reconnects the primary call to the agent, depending on the value of option auto-transfer-to-route.
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Note:
Only valid for emulated Routing Points.
auto-transfer-to-route
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
With value true , T-Server immediately transfers consultation calls made to a
Routing Point after the timeout defined in
route-handover-timeout.
inhibit-progress-tone
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Sets a default value that controls generation of the call progress tone toward the calling device when transferring from an IVR device. With value true, the call progress tone is inhibited. Use extension
GCTI_INHIBIT_
PROGRESS_TONE
to override this value for an individual request.
inhibit-hold-tone
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Sets a default value that controls generation of the hold tone toward the call when transferring from an IVR device. With value true,
the hold tone is inhibited. Use extension
GCTI_INHIBIT_HOLD_TONE
to override this value for an individual request.
prioritary-transfer
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Sets a default value that controls priority transfer when transferring from an
IVR device to a pilot. With value true,
all consultation calls are made in
Priority
mode without being queued in ACD. Use extension
GCTI_
PRIORITARY_TRANSFER
to override this value for an individual request.
auto-originate
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
With value true,
all calls are made in
Auto-Origination
mode.
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Note:
From release 7.0.2, auto-origination is not applicable for devices with switch-specific type
7
(PCM ports), whether configured or not.
auto-originate-enable
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Value true
enables option auto-originate
and enables use of extension
GCTI_AUTO_ORIGINATE
for
TMakeCall.
supervisor-step-in
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Sets a default value that controls behavior of a single-step conference call.
With value true,
all single-step conference calls are made in Step-In mode.
Use extension
GCTI_SUPERVISOR_STEP_IN
to override this value for an individual request.
supervised-transfer
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Sets a default value that controls supervised transfer when transferring from an
IVR device to a pilot. With value true,
all consultation calls are made in
Supervised Transfer
mode, without being queued in ACD. Use extension
GCTI_SUPERVISED_TRANSFER to override this value for an individual request.
headset-mode
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Controls the
Headset
mode of the phone set. With value true, Headset
mode is activated by default when an agent logs in. Use extension
GCTI_HEADSET_
MODE
to override this value for an individual request. See also “Configuring
Headset mode for agent handsets” on page 148 .
supervisor-call
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
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Chapter 10: Configuration Options in T-Server for Alcatel A4400 T-Server Section
With value true,
T-Server sends all consultation calls made by an agent to a
CCD supervisor. Use extension GCTI_SUPERVISOR_CALL to override this value for an individual request.
supervisor-call-enable
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Value true
enables the use of the
GCTI_SUPERVISOR_CALL
extension and supervisor-call option.
super-queue
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Value true
enables super-queue functionality. With value false,
super-queue is not supported even if you have configured it in Configuration Layer.
participation-type
Default Value: silent
Valid Values: active, silent
Changes Take Effect: Immediately
Defines the type of supervisor participation during a conference created by the
TSingleStepConference
service. Use extension
GCTI_PARTICIPATION_TYPE
to override this value for an individual request.
inherit-bsns-type
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Determines whether a consult call that is made from a business primary call should inherit the business call
attribute.
internal-bsns-calls
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Determines whether T-Server considers internal calls as business calls.
unknown-bsns-calls
Default Value:
false
Valid Values: true, false
Changes Take Effect: Immediately
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Determines whether T-Server considers calls of unknown call type as business calls.
wrap-up-time
Default Value:
0
Valid Value: Any integer from
0
–
1000
Changes Take Effect: Immediately
Default Value: 0
Valid Value: Any integer from
0
–
9999
0
No wrap-up time (option is ignored).
T-Server does not apply any wrap-up time after a business call. If you have set a value for configuration option legal-guard-time,
T-Server enters legal-guard time when a business call is released.
If not, T-Server sends no agent events after a business call is released.
1
–
999
The number of seconds of wrap-up time. T-Server sends
EventAgentNotReady
with workmode = 3
(
AgentAfterCallWork
) when a business call is released. At the end of the wrap-up time, T-Server applies legal-guard time if you have configured it. If not, T-Server sends
EventAgentReady.
1000
Defines an eternal pause.
T-Server sends
EventAgentNotReady
with workmode = 3
(
AgentAfterCallWork
) when a business call is released. T-Server does not automatically return the agent to the
Ready
state.
1001
–
9999
Disables wrap-up time.
Changes Take Effect: Immediately
Specifies the default amount of wrap-up time (in seconds) allocated to emulated agents at the end of a business call.
Note: You can override this option for individual agents in Configuration
Layer by setting a value for the wrap-up
option in the Person object configuration.
legal-guard-time
Default Value:
0
Valid Value: Any integer from
0
–
30
Changes Take Effect: Immediately
Specifies a legal guard time for emulated agents (in seconds) to postpone the transition to the
Ready
state after a business call. T-Server always considers a routed call a business call. See also options inbound-bsns-calls and outboundbsns-calls
.
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agent-strict-id
Default Value: false
Valid Values: true
, false
Changes Take Effect: Immediately
Specifies whether, for emulated agents, T-Server checks AgentID against those configured or allows any agent ID
.
legal-guard-acw
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether CCD pause time is reported as part of the
AfterCallWork phase (value = true ) or not (value = false ). With value true, T-Server does not report a separate CCD pause time.
legal-guard-reason
Default Value: 0
Valid Values: Any integer from
0-254
Changes Take Effect: Immediately
Specifies a value of extension key
ReasonCode
that T-Server reports in
EventAgentNotReady which is sent as a consequence of legal guard.
timed-cwk-in-idle
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether T-Server applies the automatic wrap-up timer when an agent sends
RequestAgentNotReady(CallWork).
With value false,
T-Server does not automatically end manual wrap-up.
cwk-in-idle-force-ready
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether, after timed or automatic manual wrap-up (when option timed-cwk-in-idle
is set to true
), T-Server forces the agent to the
Ready
state.
With value false, T-Server returns the agent to the state he or she was in prior to requesting wrap-up.
notrdy-bsns-cl-force-rdy
Default Value: false
Valid Values: true, false
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After having applied after-call work and legal guard timer, T-
Server forces the agent to the Ready state.
false
After having applied after-call work, T-Server returns the agent to the same state that he or she was in before the call.
Changes Take Effect: Immediately
Defines whether T-Server forces the agent to the
Ready
state after a business call that was received while the agent was in
NotReady
state, or if T-Server returns the agent to the previous NotReady state.
predictive-delay-time
Default Value:
0
Valid Value: Any integer from
0
–
1000
Changes Take Effect: From the next predictive call
Specifies the delay (in milliseconds) between initiating and completing transfer to the distribution device (pilot or Routing Point) after a predictive call has been answered.
route-request-attempts
Default Value:
3
Valid Value: Any integer from
0
–
10
Changes Take Effect: Immediately
Specifies the number of times T-Server attempts to route calls before sending
TEventError
to T-Server clients.
Note:
This option is ignored when option route-min-dly is set to a nonzero value.
clean-failed-consult
Default Value: true
Valid Values:
true, false
Changes Take Effect: Immediately
With value true, T-Server clears consultation calls that fail for any reason, and reconnects the primary call.
clean-failed-to-pilot
Default Value: false
Valid Values:
true, false
Changes Take Effect: Immediately
Value
true
forces T-Server to retrieve automatically any call to a blocked pilot
(when pilotInfo::transferPossible is reported as false ).
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agent-smart-monitor
Default Value:
false
Valid Values: true, false, strict
Changes Take Effect: Immediately
Value true reduces the number of device licenses used on the switch by monitoring only logged-in agents and extensions where no agent is logged in.
Value strict means T-Server only monitors agents (after login) configured as
Position objects in Configuration Layer.
Note:
The value strict is only effective if you have set the value of option agent-substitute
to true.
Otherwise, value strict
is treated as value true.
agent-substitute
Default Value: true
Valid Values: true, false
Changes Take Effect: After T-Server is restarted
Value true
means that T-Server generates reporting and accepts requests for
CCD/RSI agents on the pro_ACD device where the agent has logged in. See
“Agent Substitution” on page 155
.
release-alerted-calls
Default Value:
false
Valid Values:
true, false
Changes Take Effect: Immediately
Value true
enables use of extension
GCTI_RELEASE_WITH_BUSY_CAUSE
for
TReleaseCall
with alerting inbound T0/T2 calls.
def-acr-status
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Defines the default value of extension GCTI_ACR_STATUS_(1-10).
def-acr-eval-level
Default Value:
5
Valid Value: Any integer from
0
–
10
Changes Take Effect: Immediately
Specifies the default value for extension
GCTI_EXPERT_EVALUATION_
LEVEL_(1-10).
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agent-state-trans-type
Default Value: acw
Valid Values: none notready
No transition
Transition to
NotReady
state acw
Transition to
WorkingAfterCall
state
Changes Take Effect: Immediately
Specifies the type of agent-state transition after a business call is released on a
CCD agent.
agent-trans-nra-code
Default Value:
0
Valid Value: Any integer from
0
–
9
Changes Take Effect: Immediately
Specifies a default not-ready activation code for a forced transition to the
NotReady
state.
prd-dist-call-ans-time
Default Value:
0
Valid Value: Any integer from
0-10
Changes Take Effect: Immediately
Specifies the duration of a timer (in seconds) which starts after a customer answers a predictive call. If the call has not been answered by an agent when the timer expires, T-Server abandons the call. With value
0
(zero), T-Server does not automatically abandon the call, which then rings on the agent until it is answered.
Notes:
When set in the
TServer
section, this option defines the default value to be applied for all agents. However, you can also set this option on the
Annex tab of DNs of type Agent ID, in a section called TServer . When set in this way, this value overrides the default value for the specific agent ID.
When an emulated predictive dial is made from an emulated Routing
Point, and options prd-dist-call-ans-time and route-no-answertimeout
are set, the value in prd-dist-call-ans-time
takes precedence.
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max-pred-req-delay
Default Value:
3
Valid Value: Any integer from 0 – 10
Changes Take Effect: Immediately
Defines the maximum time (in seconds) that T-Server waits for a free dialing resource to become available before rejecting a
TMakePredictiveCall
request.
log-ctrl
Default Value: custom-log
Valid Value: Any valid log name
Changes Take Effect: Immediately
Specifies the section name containing the T-Server log configuration options.
link-n-name
Default Value: link-tcp
Valid Value: Any valid name
Changes Take Effect: Immediately
Specifies the section name containing the configuration options assigned to that link, where n is a consecutive number for a CTI link. You must specify a value for this option.
Note:
The linkn
-name option name refers to the link number and the section name (for example, link-1-name
).
Warning!
Do not update the link configuration while T-Server is running.
Doing so causes a temporary disconnection. If that happens, you must validate each configuration option contained in the link section to reestablish the connection.
inbound-bsns-calls
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether T-Server should consider all established inbound calls to be business calls (and consequently apply emulated wrap-up). This applies to both local and real (CCD or RSI) agents from release 7.1 of T-Server.
outbound-bsns-calls
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
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Specifies whether T-Server should consider all established outbound calls to be business calls (and consequently apply emulated wrap-up). This applies to both local and real (CCD or RSI) agents from release 7.1 of T-Server.
report-emul-wait-info
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Enables or disables the reporting of emulated waiting time information in extensions GCTI_EMUL_WAIT_TIME and GCTI_EMUL_GLOB_WAIT_TIME.
real-agent-pause-time
Default Value:
0
Valid Value: Any integer from
0
–
1000
Changes Take Effect: Immediately
Specifies the emulated pause time (in seconds) for CCD agents after T-Server releases a business call.
ack-on-noevt
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether client requests should be acknowledged by
EventACK
or
EventError
when requests have been acknowledged by the switch but no corresponding events have been received (value set to
true
). The corresponding timeout is specified in option agent-state-evt-tout.
With value false
,
EventError
is used.
agent-state-evt-tout
Default Value: 500
Valid Value: Any integer from
500
–
10000
Changes Take Effect: Immediately
Specifies the timeout (in milliseconds) after which the action specified in option ack-on-noevt is performed on agent requests acknowledged by the switch but without corresponding events.
rsi-remain-retry
Default Value:
0
Valid Value: Any integer from
0
–
10
Changes Take Effect: Immediately
Indicates the number of routing attempts to be made if a call cannot be successfully routed from an RSI (same as extension
GCTI_REMAIN_RETRY
).
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rsi-reroute-auth
Default Value:
63
Valid Value: Any integer from 0 – 63
Changes Take Effect: Immediately
Informs the switch of the conditions that allow rerouting if the current routing attempt fails (same as extension
GCTI_REROUTE_AUTHORISATION
shows the relationship between PBX values, binary values and the T-Server option values. Reroute authorisation is equal to the superposition of corresponding values for particular cases that are allowed to initiate the Reroute request in the
PBX.
Table 30: RSI Reroute Authorization
Condition
Busy
DestNotObtainable
IncompatibleDest
NetworkCongestion
ResourceNotAvailable
TrunkBusy
AllCases
PBX Value
(Bit String)
1
2
16
32
4
8
63
Binary Value
1
10
100
1000
10000
100000
111111
T-Server Option
Value
1
2
16
32
4
8
63
rsi-report-xfer
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
With value true, T-Server reports a normal transfer scenario for calls that are transferred to an RSI Routing Point. This means that routing strategies must be written to handle such scenarios.
With value
false,
T-Server ends and restarts the routing dialog with URS when a call is transferred to an RSI Routing Point.
The call flow is different with this value set to
false
, and is as follows:
EventRouteUsed (consult ConnID)
EventPartyChanged (primary ConnID, consult PreviousConnID)
EventRouteRequest (primary ConnID)
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rsi-xfer-tout
Default Value:
250
Valid Values: Any integer from 250 – 2000
Changes Take Effect: Immediately
Defines the time (in milliseconds) that T-Server waits for the PBX to complete transfer of calls to RSI Routing Points. If the PBX fails to report successful transfer completion within the configured timeout the call is reported as abandoned.
use-rsi-consult
Valid Values: true, false
Default Value: false
Changes Take Effect: Immediately
Defines whether T-Server creates a new call on RSI with type
Consult if private data
Supervised transfer
is present (value set to
true
).
Note:
The value of this option must be set to false
if the Call Overflow feature is being used and consult calls are being made to RSI.
In order to propagate attached user data to a new call, option unknownxfer-merge-udata
must be enabled.
snapshot-on-start
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
With value true,
T-Server attempts to recognize out-of-service and busy devices at monitor start.
Note:
Set this value to true
if you are using predictive dialing. Enabling this option slows down T-Server startup.
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snapshot-interval
Default Value:
5
Valid Value: Any integer from 1 – 60
Changes Take Effect: Immediately
Specifies the interval (in seconds) between T-Server sending Snapshot Device requests to the PBX for a device with calls unknown to the system (made before startup of T-Server). T-Server continues to send snapshots until such calls are disconnected or released.
When the existing snapshot-on-startup option is set, T-Server queries any new registered device (either on startup or on reconnect). If any agent/routing/ extension device has a call that is unknown to the system, T-Server starts polling the device using the interval specified in option snapshot-interval.
snapshot-mon-opt
Default Value:
false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether T-Server uses the optimized procedure at monitor start and requests the agent state when the PBX reports that the device has entered the idle
state (with value true
) or the pre-7.2 behavior (with value
false
). This option only applies to switch release 6.2 and higher.
From PBX release 7.1+, when T-Server starts registration on a predictive device and snapshot finds a call, T-Server now uses the PBX
Forced Device
Reset feature when this value is set to
true.
pcm-port-rls-dly
Default Value:
0
Valid Value: Any integer from
0
–
10000
Changes Take Effect: Immediately
Defines a delay (in milliseconds) that T-Server applies before releasing a failed call on a PCM port.
supervised-route
Default Value: false
Valid Value: true, false
Changes Take Effect: Immediately
Defines the default method that T-Server uses when performing supervised routing. With value true,
T-Server uses the
Transfer
service. With value false,
T-Server uses the
Divert service.
Use extension
GCTI_SUPERVISED_ROUTE
to override this option on a call-by-call basis.
supervised-route-timeout
Default Value:
5
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Valid Value: Any integer from
0
–
600
Changes Take Effect: Immediately
Specifies the interval (in seconds) that T-Server waits for a call routed from an emulated Routing Point using supervised routing to be answered. If the call is not answered within the period specified, T-Server recalls the call to the
Routing Point and initiates rerouting. Value
0
(zero) deactivates this feature, but if option supervised-route
is also set to true,
T-Server will perform routing via Transfer .
See also agent-no-answer-timeout
. For predictive dialing to work, you must set values greater than
0
(zero) for both this option and
prd-dist-call-anstime.
This timeout should be set to a value higher than the system latency.
Notes:
When set in the
TServer
section, this option defines the default value for all Routing Points. However, you can also set a value for this option on the
Annex tab of DNs of type
Routing Point
in a section called
TServer . When set there, this value overrides the default value for the specific Routing Point. You can also use extension attribute
SUPERVISED_ROUTE to override the value of this configuration option on a call-by-call basis. When a value is set in the extension, this takes precedence, followed by values set in the Annex tab, then the global value.
When an emulated predictive dial is made from an emulated Routing
Point, and options prd-dist-call-ans-time
and route-no-answertimeout are set, the value in prd-dist-call-ans-time takes precedence.
If a combination of extensions and option values forces T-Server to use routing via
Transfer
, but the timeout is set to
0
(zero), T-Server does not consider a routing as supervised, and completes transfer immediately.
agent-no-answer-timeout
Default Value:
15
Valid Value: Any integer from 0 – 600
Changes Take Effect: Immediately
Defines the default time (in seconds) that T-Server waits for a logged-in agent
(real or emulated) to answer a call before executing the actions defined in options agent-no-answer-overflow
and agent-no-answer-action.
Value
0
(zero) disables the Agent No-Answer Supervision feature. See also extension
NO_ANSWER_TIMEOUT on
.
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Note:
If you define option no-answer-timeout
on the
Annex
tab of an
Agent ID object in Configuration Manager, that value overrides the value of agent-no-answer-timeout
for that agent.
Because T-Server for Alcatel A4400 supports emulated routing, the option supervised-route-timeout
overrides this option for supervised routed calls. If a call is delivered to a device using supervised routing, and the routing timeout expires, T-Server does not apply the specified no-answer overflow. If the call is routed to an agent, T-Server does apply the specified no-answer action after the supervised routing timeout expires.
agent-no-answer-overflow
Default Value: No default value
Valid Values: none, recall, release,
any valid overflow destination, in a comma-separated list none
T-Server does not attempt to overflow a call on an agent when agent-no-answer-timeout
expires.
recall
T-Server returns the call to the last distribution device (the device reported in the
ThisQueue
attribute of the call) when agent-no-answer-timeout
expires.
release T-Server drops the call.
Any valid overflow destination
T-Server returns the call to the specified destination when agent-no-answer-timeout
expires.
Changes Take Effect: Immediately
When defined in the main
TServer options section, this option specifies a sequence of overflow destinations that T-Server attempts to overflow to when the time specified in option agent-no-answer-timeout expires. T-Server attempts to overflow in the order specified in the list. If all overflow attempts fail, T-Server abandons overflow. See also extension
NO_ANSWER_OVERFLOW
on
page 206 . If the list of overflow destinations contains the value
recall,
and the call was not distributed, T-Server skips to the next destination in the list.
Note:
If you define option no-answer-overflow
on the
Annex tab of an
Agent
ID
object in Configuration Manager, that value overrides the value of agent-no-answer-overflow.
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agent-no-answer-action
Default Value:
none
Valid Values: none, notready, logout none notready
T-Server takes no action on agents when calls are not answered.
T-Server sets agents
NotReady
when calls are not answered.
logout T-Server automatically logs out agents when calls are not answered.
Changes Take Effect: Immediately
When defined in the main
TServer options section, this option defines the default action that T-Server takes if a logged-in agent (real or emulated) fails to answer a call within the time defined in agent-no-answer-timeout.
See also
Extension
NO_ANSWER_ACTION
on
.
Note:
If you define option no-answer-action
on the
Annex
tab of an
Agent ID object in Configuration Manager, that value overrides the value of agent-no-answer-action
for that agent ID.
extn-no-answer-timeout
Default Value:
15
Valid Value: Any integer from
0
–
600
Changes Take Effect: Immediately
Defines the default no-answer timeout (in seconds) that T-Server applies to any device of type extension.
When the timeout ends, T-Server executes the actions defined in option extn-no-answer-overflow.
Value
0 deactivates no-answer supervision for devices of type e xtension.
See also extension
NO_ANSWER_TIMEOUT
on
.
Note:
If you define option no-answer-timeout
on the
Annex
tab of an
Extension object in Configuration Manager, that value overrides the value of extn-no-answer-timeout
for that extension
posn-no-answer-timeout
Default Value:
15
Valid Value: Any integer from
0
–
600
Changes Take Effect: Immediately
Defines the default no-answer timeout (in seconds) that T-Server applies to any device of type position.
When the timeout ends, T-Server executes the actions defined in option posn-no-answer-overflow.
See also extension
NO_ANSWER_TIMEOUT
on
.
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Note:
If you define option no-answer-timeout
on the
Annex
tab of a
Position object in Configuration Manager, that value overrides the value of posn-no-answer-timeout
for that position.
extn-no-answer-overflow
Default Value: No default value.
Valid Values: none, recall, release,
any valid overflow destination, in a comma-separated list none recall
T-Server does not attempt to overflow a call on an extension when extn-no-answer-timeout
expires.
T-Server returns the call to the last distribution device (the device reported in the
ThisQueue
attribute of the call) when extn-no-answer-timeout
expires.
T-Server drops the call.
release
Any valid overflow destination
T-Server returns the call to the specified destination when extn-no-answer-timeout
expires.
Changes Take Effect: Immediately
Specifies a sequence of overflow destinations that T-Server attempts to overflow to when the time specified in option extn-no-answer-timeout
expires.
T-Server attempts to overflow in the order specified in the list. If all overflow attempts fail, T-Server abandons overflow. See also extension
NO_ANSWER_
OVERFLOW
on
If the list of overflow destinations contains the value recall, and the call was not distributed, T-Server skips to the next destination in the list.
Note:
If you define option no-answer-overflow
on the
Annex tab of any individual
Extension
object in Configuration Manager, that value overrides the value of extn-no-answer-overflow for that extension only.
posn-no-answer-overflow
Default Value: No default value
Valid Values: none, recall, release,
any valid overflow destination, in a comma-separated list none
T-Server does not attempt to overflow a call on a position when posn-no-answer-timeout
expires.
recall
T-Server returns the call to the last distribution device (the device reported in the ThisQueue attribute of the call) when posn-no-answer-timeout
expires.
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T-Server drops the call..
Any valid overflow destination
T-Server returns the call back to the specified destination when posn-no-answer-timeout
expires.
Changes Take Effect: Immediately
Specifies a sequence of overflow destinations that T-Server attempts to overflow to when the time specified in option posn-no-answer-timeout
expires.
T-Server attempts to overflow in the order specified in the list. If all overflow attempts fail, T-Server abandons overflow. See also Extension NO_ANSWER_
OVERFLOW
on
If the list of overflow destinations contains the value recall
and the call was not distributed, T-Server skips to the next destination in the list.
Note:
If you define option no-answer-overflow on the Annex tab of any individual
Position
object in Configuration Manager, that value overrides the value of posn-no-answer-overflow
for that position only.
nas-private
Default Value: false
Valid Values:
true, false
Changes Take Place: Immediately
Specifies whether No-Answer Supervision is enabled for private calls. When configured in the
TServer
section, this value is the default value applied globally to all private calls.
Note:
When set in the TServer section, this option defines the default value for all private calls. However, you can also set a value for this option on the
Annex tab of DNs of type extension or
Agent ID in a section called
TServer
. When set there, this value overrides the default value for the specific DN.
min-xfer-init-dly
Default Value: 0
Valid Value: Any integer from
0
–
1000
Changes Take Place: Immediately
Specifies the length of the delay in milliseconds (initiated on receiving the
Established event from the switch) applied to the execution of any service that will initiate a consultation call.
min-xfer-complete-dly
Default Value: 0
Valid Value: Any integer from
0
–
1000
Changes Take Place: Immediately
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Specifies the length of the delay in milliseconds (initiated on receiving the
Delivered event from the switch) applied to the execution of
TCompleteTransfer
or
TCompleteConference
.
min-route-dly
Default Value: 0
Valid Value: Any integer from
0
–
1500
Changes Take Effect: Immediately
Specifies the delay (in milliseconds) after
EventRouteRequest
that T-Server applies to the first received TRouteCall, before rejecting all other
TRouteCalls
. After the delay, T-Server executes the
TRouteCall.
When this option is set to a nonzero value, T-Server does not retry the failed service (only one attempt is made).
Note:
This option is only valid for emulated Routing Points (those configured in Configuration Manager as switch-specific type
1
).
correct-connid
Default Value: true
Valid Value: true, false
Changes Take Effect: Immediately
With value true
, T-Server corrects the value of wrong connection IDs provided by the application in CTI requests. Value false disables this feature.
correct-rqid
Default Value: true
Valid Value: true, false
Changes Take Effect: Immediately
With value
true,
T-Server mutates CTI requests provided by the application if the value of the request does not correspond semantically to the actual state of calls on the device. Value false
disables this feature.
Note:
The value of this option must be set to false
when using a multiline or
MEA device, otherwise T-Server rejects the release request for the active call if there are two or more held calls on the device.
allow-20-announ
Default Value: false
Valid Value: true, false
Changes Take Effect: Immediately
With value true,
T-Server increases the number of allowed announcements in one TApplyTreatment from 10 to 20.
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convert-otherdn
Default Value:
+agentid +reserveddn +fwd
Valid Values: +/-agentid, +/-reserveddn, +/-fwd
Changes Take Effect: Immediately
Defines whether T-Server has to convert (if applicable) the value provided in a request's
AttributeOtherDN
.
Value
+/-agentid
turns on/off either the conversion of the Agent ID value provided in the
OtherDN
attribute to the DN associated with this Agent, or the
DN value to Agent ID value (where appropriate).
Value
+/-reserveddn
turns on/off the conversion of
OtherDN
for reserved DNs.
Value
+/-fwd turns on/off conversion of
OtherDN
in request
TSetCallForward.
callback-dn
Default Value:
CallbackDN
Valid Value: Any string that does not correspond to an existing internal device
Changes Take Effect: Immediately
Defines the value of the third-party DN used in reporting the switch CallBack scenario as an emulated single-step transfer.
Note:
Genesys recommends that Callback DNs should not be used in dialing plans, because call flow and T-Server behavior become unpredictable if they are.
accode-privateservice
Default Value: false
Valid Values:
true, false
Changes Take Effect: Immediately
Enables or disables the use of
RequestPrivateService
and
EventPrivateInfo for handling the Account Code feature.
accode-data
Default Value: none
Valid Values:
none, udata, ext
Changes Take Effect: Immediately
Specifies whether T-Server has to map the switch account codes to call user data (value udata
), to extensions (value ext
) or will not map switch account codes.
With value udata
, T-Server attaches reported account codes as user data, using configured keys such as
GCTI_ACCOUNT_CODE_<N>
. T-Server then sends requests to set account codes to the switch, when such user data keys are used in client requests AttachUserData or UpdateUserData .
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With value ext,
T-Server attaches user data as extensions to all call events and does not intercept user data update requests with the reserved keys.
Note:
T-Server always uses the reserved keys sent in any call-related client requests
Extensions attribute, irrespective of the value of this option.
accode-name
Default Value:
GCTI_CSTA_ACCOUNT_INFO
Valid Values: Any valid key name
Changes Take Effect: Immediately
Specifies the data key name under which T-Server attaches the account code to the call, as either user data or extensions.
failed-call-rls-dly
Default Value:
0
Valid Value: Any integer from 0 – 30
Changes Take Effect: Immediately
Defines the delay (in seconds) that T-Server applies to the execution of the recovery service in scenarios where the PBX reports event
ConnectionCleared with cause
Destination Not Obtainable
. This applies to regular devices only
(extensions, agents, voice ports and so on.)
unknown-xfer-merge-udata
Default Value: false
Valid Values: true, false
Changes Take Place: Immediately
With value true,
T-Server copies the user data from the current monitored call to the call transferred from an unmonitored destination. Because the primary call was previously unknown, normal user data inheritance mechanisms cannot be used.
switchover-grace-tout
Default Value:
0
Valid Values: Any integer from
0
–
120
Changes Take Effect: Immediately
Defines a timeout (in seconds) that T-Server waits before initiating connection to the PBX when a switchover from warm standby to primary mode occurs.
switchover-bck-compat
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
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Specifies whether T-Server uses backward-compatible behavior (value true
) and therefore neither disconnects the link nor stops monitors after switchover from primary to backup mode.
emu-redir-accode
Default Value: 0
Valid Values: Any string that could be used as an account code
Changes Take Effect: Immediately
Specifies the account code that is entered when an emulated redirect in progress requires one.
Note:
When using no-answer supervision and the no-answer action none
,
T-Server drops the call if emulated redirection is required to move the call (that is, if the call was from a pilot or RSI).
emu-redir-enable
Default Value:
true
Valid Values:
true, false
Changes Take Effect: Immediately
Enables (with value
true
) or disables (with value
false
) support for the extended redirection feature (via transfer).
emu-redir-handover-tout
Default Value:
0
Valid Values:
0
–
30, off
Changes Take Effect: Immediately
Specifies an interval (in seconds) for an originating device to complete a transfer of a consultation call to a current device, when the call is redirected to a destination by the transfer function of T-Server. If the transfer is not completed within the period specified, T-Server automatically completes the transfer to the current device.
retain-call-tout
Default Value: 15
Valid Value: Any integer from
0
–
3600
Changes Take Effect: Immediately
Specifies the interval (in seconds) that T-Server waits before cleaning up either a released call, or a call that is connected to an unmonitored device, where the call is still in T-Server internal structures.
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expire-call-tout
Default Value:
60
Valid Value: Any integer from 0 – 1440
Changes Take Effect: Immediately
Defines the time (in minutes) that T-Server waits before issuing a Snapshot request to the PBX if there was no activity on the call during specified time.
The feature will not be initiated for a call that is already indicated as awaiting a snapshot.
Note:
This service will be used to check calls involving at least one monitored terminal device. Calls involving pilots or RSI, and that are connected to external numbers will be ignored due to a limitation in the
PBX.
force-long-eqid
Default Value: false
Valid Values: true, false
Changes Take Effect: At T-Server start/restart
Specifies whether T-Server supports the PBX’s Long Equipment ID when
T-Server is started. true false
T-Server reports AttributeThisTrunk (and similar) in messages.
T-Server either provides reporting compatible with the normal edition of PBX, or automatically switches to support the extended edition of the PBX, based on the first call event from the PBX.
As Long Equipment ID occupies more than two bytes, T-Server now provides new reporting for the XXL edition of PBXs. Previously, T-Server reported
Attribute[ XXXX ]Trunk with the combined value of the equipment ID and equipment type, each occupying 16 bytes of integer value. Now, T-Server reports
Attribute[
XXXX
]Trunk
with the combined value of the equipment ID occupying 28 bits, and the equipment type occupying the four most significant bits of integer value.
extdn-bck-compat
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Enables control over the formats of party identifiers where they contain trunk numbers.
true
T-Server creates parties with format
00000000.
false T-Server creates parties with format T xxxxxxxx
, where xxxxxxxx is a trunk number.
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Annex Tab Options
You can only set the configuration options described in this section in the
TServer section of the Annex tab of the relevant configuration object in
Configuration Manager. You cannot define them in the main
TServer configuration section.
no-answer-timeout
Default Value:
15
Valid Value: Any integer from 0 – 600
Changes Take Effect: Immediately
Defined in a section called TServer on the Annex tab of any of the following types of configuration object in Configuration Manager:
•
Extension
•
Position
•
AgentID
•
Voice Treatment Port
This option defines the time (in seconds) that T-Server waits for a call that is ringing on the device in question to be answered. When the timer expires,
T-Server applies the appropriate overflow, and, in the case of agents, the appropriate logout or not-ready action.
Value
0
deactivates no-answer supervision
for this device.
When set, this option overrides any of the following global T-Server configuration options for the object where it has been set (depending on the type of configuration object):
•
agent-no-answer-timeout
if defined for type Agent ID
•
extn-no-answer-timeout
if defined for type Extension or Voice Treatment
Port
•
posn-no-answer-timeout if defined for type Position
no-answer-overflow
Default Value: No default value
Valid Values: none, recall, release, default,
any valid overflow destination, in a comma-separated list none recall release
T-Server does not attempt to overflow a call on an agent when agent-no-answer-timeout
expires.
T-Server returns the call to the last distribution device (the device reported in the
ThisQueue
attribute of the call) when agent-no-answer-timeout expires.
T-Server drops the call.
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T-Server stops execution of the current overflow sequence and continues with the T-Server default overflow sequence defined by the relevant overflow option in the main
TServer
section.
Any valid overflow destination
T-Server returns the call to the specified destination when agent-no-answer-timeout
expires.
Changes Take Effect: Immediately
Defined in a section called
TServer
on the
Annex
tab of any of the following configuration object types in Configuration Manager:
•
AgentID
•
Extension
•
Position
•
Voice Treatment Port
When set, this option overrides any of the following global T-Server configuration options for the object where it has been set (depending on configuration object type):
•
agent-no-answer-overflow if defined for type Agent ID
•
extn-no-answer-overflow
if defined for type Extension or Voice Treatment port
•
posn-no-answer-overflow
if defined for type Position
T-Server attempts to apply the overflow in the order that is listed. If the first overflow destination fails, then T-Server attempts the next one in the list. If all overflow destinations in the list fail, then T-Server abandons overflow. If the list of overflow destinations contains the value recall,
and the call was not distributed, T-Server skips to the next destination in the list.
no-answer-action
Default Value:
none
Valid Values: none, notready, logout none notready
T-Server takes no action on agents when business calls are not answered.
T-Server sets agents
NotReady
when business calls are not answered.
logout
T-Server automatically logs out agents when business calls are not answered.
Changes Take Effect: Immediately
This option is defined in a section called TServer on the Annex tab of any Agent
ID
object in Configuration Manager. When set, the value of this option overrides the global T-Server configuration option agent-no-answer-action
for that agent ID.
If an emulated or real PBX agent receives a T-Server business call and the agent fails to answer the call within the time defined in option
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option no-answer-action
determines the action
T-Server performs on this agent.
Note:
If a call is abandoned before one of agent-no-answer-timeout, noanswer-timeout,
or supervised-route-timeout
expires (depending on which timer is applicable), T-Server performs no action on this agent.
dn-for-undesired-calls
Default Value: No default value
Valid Values: Any dialable valid number (not representing a reserved DN)
Changes Take Place: Immediately for the next service to this device
Specifies the DN that T-Server uses as the request destination if the client provides a reserved DN in the request. This option is valid only for reserved devices (members of emulated Routing Points or predictive dialing devices).
Link-tcp Section
The section name is specified by the linkn
-name option.
protocol
Default Value: Mandatory field. No default value.
Valid Value: tcp
Changes Take Effect: Immediately
Specifies the connection protocol T-Server uses in communicating with the switch. You must specify a value for this option.
hostname
Default Value: Mandatory field. No default value.
Valid Value: Any valid host name
Changes Take Effect: Immediately
Specifies the host of the link according to the switch configuration. You must specify a value for this option.
port
Default Value:
2555
Valid Value: Any valid port address
Changes Take Effect: Immediately
Specifies the TCP/IP port of the link according to the switch configuration.
You must specify a value for this option.
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Link-Control Section
This section must be called link-control
.
rq-expire-tout
Default Value:
90000
Valid Value: Any integer from 1000 – 120000
Changes Take Effect: Immediately
Specifies the interval (in milliseconds) that T-Server waits before deleting pending requests (requests for which it has received no notification from the switch) from clients.
This timeout should be set to a value higher than the system latency.
rq-gap
Default Value:
0
Valid Value: Any integer from
0
–
1000
Changes Take Effect: Immediately
Specifies the minimum interval (in milliseconds) between succeeding CTI requests sent over the link. You can adjust the value to meet CTI-link load and performance requirements.
restart-period
Default Value:
20
Valid Values:
0
–
600
Changes Take Effect: Immediately
Specifies the interval (in seconds) that T-Server waits between attempts to reconnect to the switch when the link fails. Value
0
(zero) means T-Server does not try to reconnect unless the link configuration is changed.
restart-cleanup-limit
Default Value:
0
Valid Values: Any integer
Changes Take Effect: Immediately
Defines the maximum number of reconnect attempts for calls (and possibly agent logins) in T-Server during link outage. Value
0
zero means all the calls are deleted immediately after the link failure. See also option
restart-period.
quiet-cleanup
Default Value:
false
Valid Values: true, false
Changes Take Effect: Immediately
Disables the events that T-Server would otherwise send to clients during cleanup to notify them about the deleted calls. With value true, the T-Server clients
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Chapter 10: Configuration Options in T-Server for Alcatel A4400 Link-Control Section are supposed to drop all the calls upon
EventLinkDisconnected
without waiting for T-Server notification. See also the option restart-cleanup-limit.
quiet-startup
Default Value:
false
Valid Values: true, false
Changes Take Effect: Immediately
Disables the events that T-Server would otherwise send to clients during link start-up to notify clients about the changes that occurred during the link outage. With value true , clients should query the T-Server after the
EventLinkConnected
.
restart-cleanup-dly
Default Value: 0
Valid Values: Any integer
Changes Take Effect: Immediately
Specifies the delay, in seconds, for T-Server to keep “unreliable” calls after link startup. This delay allows T-Server to salvage calls that existed before the link failure (for which any events were received) if T-Server was unable to verify the their existence using snapshot. Value
0
(zero) means any nonverified calls are cleared up immediately after completion of link startup.
ha-sync-dly-lnk-conn
Default Value: false
Valid Values:
true, false
Changes Take Effect: At T-Server start/restart
Determines whether the backup T-Server delays sending of
EventLinkConnected
until it has been notified that T-Server synchronization has completed. With value
true,
the backup T-Server sends
EventLinkConnected once it has completed switch synchronization (that is, after all calls are cleared n the primary T-Server). With value false,
there is no delay in sending
EventLinkConnected
and synchronization takes place as for pre-7.1 T-Servers.
max-outstanding
Default Value:
64
Valid Value: Any integer from 8-64
Changes Take Effect: Immediately
Specifies the maximum number of outstanding sent requests awaiting the response from the link.
full-linktrace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
300 Framework 7.6
Chapter 10: Configuration Options in T-Server for Alcatel A4400 Lang-Map Section
Specifies whether T-Server logs all communication messages to the PBX
(value true ) or not (value false ).
Lang-Map Section
This section defines language mapping paramaters.
lang-def
Default Value:
1
Valid Value: Any positive integer
Changes Take Effect: Immediately
Specifies the default language to be used for treatment services.
lang-nn
Default Value: No default value
Valid Value: Any string
Changes Take Effect: Immediately
Specifies the mapping between Alcatel A4400 PBX language numbers and the language name used in routing strategies created with Interaction Routing
Designer.
The following values are predefined:
8
19
37
41
3
4
1
2
42
49
52
55
French
U.S. English
German
Spanish
Italian
Russian
French (Canadian)
Cantonese
Korean
Japanese
Mandarin
Vietnamese
Note:
No mapping for Ukrainian is provided because the switch does not support this language.
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Chapter 10: Configuration Options in T-Server for Alcatel A4400 Ext-Filter Section
Ext-Filter Section
The following options all specify whether the corresponding extension key is reported in call- and device-related events. For all the options except
GCTI_NOT
READY_ACTIVATION, the following values apply:
Default Value: true
Valid Values: true, false
Changes Take Effect: When the option is activated, changes take effect after T-
Server receives a new event with the relevant extension
from the switch. When deactivated, reporting of the extension
is suppressed only for new calls.
The following are valid option names:
GCTI_ACTIVE_MONITORING
GCTI_THIS_DEVICE_NAME
GCTI_OTHER_DEVICE_NAME
GCTI_WAITING_TIME
GCTI_GLOBAL_WAITING_TIME
GCTI_ESTIMATED_WAITING_TIME
GCTI_EMUL_WAIT_TIME
GCTI_EMUL_GLOB_WAIT_TIME
GCTI_SATURATION
GCTI_NETWORK_TIMESLOT
GCTI_TRANSFER_POSSIBLE
GCTI_BLOCKED
GCTI_PILOT_NUMBER
GCTI_AGENT_GROUP
GCTI_CURRENT_GUIDE_LEVEL
GCTI_REROUTED_CALL_INDICATION
GCTI_SUPERVISED_TRANSFER
GCTI_VPS_CODE
GCTI_GLOB_CID
GCTI_OLD_GLOB_CID
GCTI_LAST_REDIRECTION_DEVICE
GCTI_SECRET_ID_NN
GCTI_CC_TREATMENT_TYPE
GCTI_INFO_STR
GCTI_PREASSIGNED_AGENT
GCTI_SOURCE_ERROR_TYPE
GCTI_SOURCE_ERROR_CODE
GCTI_CSTA_CALLS_IN_QUEUE
GCTI_CSTA_CALLS_IN_FRONT
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GCTI_SET_RESERVATION
GCTI_RESET_RESERVATION
GCTI_NAT_INDICATION
GCTI_BUSINESS_CALL
GCTI_PARTY_NAME
GCTI_SUB_THIS_DN
GCTI_SUB_OTHER_DN
GCTI_SUB_THIRD_DN
ReasonCode
GCTI_NOT_READY_ACTIVATION
Changes from 7.5 to 7.6
For reference,
lists the configuration options that:
•
Are new or changed in the 7.6 release of T-Server
•
Have been added or changed since the most recent 7.5 release of this document
If a configuration option has been replaced with another that enables the same functionality, the new option name and its location in this chapter are noted.
Table 31: Changes from 7.5 to 7.6
Option Name
force-long-eqid
Details
T-Server Section
Introduced in 7.5.
.
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304 Framework 7.6
Chapter
11
High Availability (HA)
This chapter presents switch-specific high availability (HA) information for the T-Server for Alcatel A4400/OXE. It contains the following sections:
Genesys HA Configuration, page 305
HA and PBX Licensing Issues, page 307
Genesys HA Configuration
High-availability configuration for T-Server for the A4400/OXE PBX differs from the standard described in Part 1 of this document, in that both the primary and backup T-Servers connect directly to the PBX instead of to a separate
CTI-link application.
The diagrams in the following two sections show this.
Hot Standby Mode
shows the architecture of hot standby
HA mode.
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Chapter 11: High Availability (HA) Genesys HA Configuration
Legend:
Runtime Connection to
Primary
Runtime Connection to
Management Layer
Runtime Connection to
A4400/OXE PBX
Data Synchronization
Runtime Connection to
Backup
T-Server 1
(Primary)
Client
Application
Management Layer
A4400/OXE
PBX
T-Server 2
(Backup)
Figure 13: A4400/OXE Hot-Standby Mode Architecture
Warm Standby Mode
shows the architecture of warm standby HA mode.
Legend:
Runtime Client
Connection
Runtime Connection to
Management Layer
Runtime Connection to
A4400/OXE PBX
A4400/OXE
PBX
T-Server 1
(Primary)
T-Server 2
(Backup)
Client
Application
Management Layer
Figure 14: A4400/OXE Warm-Standby Mode Architecture
306 Framework 7.6
Chapter 11: High Availability (HA) HA and PBX Licensing Issues
HA and PBX Licensing Issues
When running in
Backup
mode, the Alcatel A4400 T-Server must still start the monitoring of all devices in the PBX in order to receive call information. This process enables the backup T-Server to be activated with minimum delay and with no loss of call information. This means that in an HA environment, where two T-Servers are connected to the PBX (one active and one hot standby
), the number of monitoring requests on the PBX doubles. Therefore, the required number of CSTA licenses on the PBX also doubles.
Configuration
Backup T-Server Configuration Options
To achieve the most predictable behavior, set the value of the T-Server configuration options for the backup T-Server to the same values as those configured for the primary T-Server.
If you fail to do this and a switchover activates the backup T-Server, clients may experience different T-Server behavior, even though full T-Server functionality is maintained.
Backup T-Server Switch Association
To activate the high-availability feature, add an Application object in
Configuration Layer for the backup T-Server. Unlike the primary T-Server
Application object, you need not associate the backup T-Server Application object with a switch on the Switches tab. It automatically uses the same DN information as the primary T-Server.
T-Server Start Information
On the Start Info tab for both the primary and the backup T-Server, set the
Redundancy Type
as
Hot Standby.
Also, by selecting the
Auto-Restart
check box, you can define whether the
Local Control Agent (LCA) application is allowed to automatically restart the
T-Server application in the event of an application fault. You should normally select this check box.
Backup T-Server Connection
When the configuration of the backup T-Server has been completed, you must associate the backup application with the primary T-Server. Do this by setting the
Backup Server
field in the primary T-Server Application object as shown in
.
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Chapter 11: High Availability (HA) HA and PBX Licensing Issues
308
Figure 15: Setting the Backup Server Connection
Environment Startup
When the environment starts up, Solution Control Server (SCS) activates as the primary T-Server the T-Server that is started first . This means the T-Server configured as the primary in the Configuration Layer. However, since the client registration procedure now includes information about backup and primary T-Server status, this difference is transparent to clients using a compatible version of the T-Server Common Library.
Framework 7.6
Chapter
12
Routing Using Emulated
Routing Points
This chapter describes how to configure routing using emulated Routing
Points. It contains these sections:
Configuring Hunting Groups/Virtual Devices (PBX), page 309
Configuring Hunting Groups/Virtual Devices (Configuration Layer), page 311
Configuration Options for Routing, page 311
Integrating Routing Points in the CCD, page 315
T-Server can use Hunting Group (HG) devices on the PBX to provide routing functionality. The Hunting Groups have virtual device (virtual Z device) members. The number of virtual devices assigned to such a Hunting Group must be greater than the maximum number of calls expected to be queuing on the Routing Point at the same time.
Note:
For PBX version 4.2 or later, T-Server supports routing using RSI
Routing Points. See
Configuring Hunting Groups/Virtual
Devices (PBX)
The following procedures describe the configurations required in the PBX to create a Hunting Group with virtual Z device members that can be used for
Genesys routing.
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Chapter 12: Routing Using Emulated Routing Points Configuring Hunting Groups/Virtual Devices (PBX)
Procedure:
Configuring a Hunting Group in the Alcatel A4400
Start of procedure
1. Navigate to mgr/Groups/Hunting Group/Create.
2. Configure the
Directory Number
to have the Hunt Group number, in the format <
HG number
>.
3. Set the value of option
Authorized Camp-On Calls %
.
Value
0
(zero) stops calls from queueing on the Hunting Group device if no member devices are available.
If you set a value greater than
0
(zero), the PBX allows calls to be queued if all
Hunting Group members are busy. However, the PBX does not notify T-Server about such calls until they are finally delivered to a Hunting Group member.
This means that there can be calls in the system that T-Server does not know about.
End of procedure
Procedure:
Configuring Hunting Group virtual Z members in the
Alcatel A4400
Start of procedure
1. Navigate to mgr/Users/Create.
2. Set the following values:
•
Directory Number
— <
VZ Number
>
•
Shelf/Board/Equipment Address
—
255/255/255
.
A virtual device is not given a physical address in the PBX.
•
Set Type
—
ANALOG.
.
Specifies virtual devices of type analog.
•
Hunting Group Dir no
—<
HG Number
>.
Defines the Hunting Group with which this virtual device is to be associated.
•
Ghost Z
—
True
. Specifies that this is a virtual device.
End of procedure
310 Framework 7.6
Chapter 12: Routing Using Emulated Routing PointsConfiguring Hunting Groups/Virtual Devices (Configuration Layer)
Configuring Hunting Groups/Virtual
Devices (Configuration Layer)
Procedure:
Configure the Hunting Group and virtual Z devices in
Configuration Layer
Start of procedure
1. Configure the PBX Hunting Group device as a Genesys Routing Point with the following parameters:
•
Number
—<
HG number
>
•
Association
—Not applicable
•
Switch-specific type
—
1
(default value)
2. Configure the PBX virtual Z device as a Genesys Extension with the following parameters:
•
Number
— <
VZ number
>
•
Association
—<
HG number
>
•
Switch-specific type
—
2
•
Register —Leave unchecked
End of procedure
Configuration Options for Routing
Routing Failure Scenarios
In some cases the routing of a call may fail. To enable you to handle such situations, T-Server provides the following configuration option:
route-request-attempts
Default Value:
3
Valid Value: Any integer from
0-10
.
0
No further routing attempts are made.
1-10
T-Server makes the specified number of attempts.
Changes Take Effect: Immediately
In certain situations T-Server may attempt to route a call before the PBX is ready. This could happen, for example, if a slow ABC-F network is transferring a call to a Routing Point on another PBX. This option defines the
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Chapter 12: Routing Using Emulated Routing Points Configuration Options for Routing number of times T-Server attempts to route a call if it receives an error from the PBX. After this number of attempts, T-Server sends TEventError to initiate rerouting of the call in URS.
Routing to External Destinations
A customer could be routed to an external or unmonitored destination where the call is not answered, forcing the customer to hang up and call again.
As T-Server emulates routing to external or unmonitored destinations by using the Transfer services on the PBX, T-Server can also monitor whether the call is answered, before completing the routing. This ensures that a customer is not routed to a destination where there will be no answer.
illustrates this situation.
312
Customer
3. Complete routing
2. Initiate routing
External /
Unmonitored
Destination
1. Call to Routing Point
RP
Figure 16: Supervised Routing to External Destinations
Use the following two configuration options to define how T-Server should behave in this situation:
imm-trf-route-external
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Defines if T-Server monitors the anwering of a call routed to an external or unmonitored destination.
When set to
true,
T-Server does not monitor the result of the routed call. This
means that the third step in Figure 16 is executed immediately, without waiting
for the call to be answered.
When set to false,
the timeout for the routed call to be answered is defined using the supervised-route-timeout configuration option
.
If this timeout expires, T-Server releases the call and abandons the routing.
supervised-route-timeout
Default Value:
5
Framework 7.6
Chapter 12: Routing Using Emulated Routing Points Configuration Options for Routing
Valid Value: Any integer from
0-600
Changes Take Effect: Immediately
Specifies the interval (in seconds) that T-Server waits for a call routed from an emulated Routing Point using supervised routing to be answered. If the call is not answered within the period specified, T-Server recalls the call to the
Routing Point and initiates rerouting. Value
0
(zero) indicates an eternal pause.
Routing Consultation Calls
T-Server emulates routing to external or unmonitored destinations by using the
Transfer services on the PBX. This means that you cannot route a consultation call in this case. To do so, T-Server would have to put the initial consultation call on hold and initiate a second chained consultation call. The PBX does not support this. Therefore, T-Server cannot route such a call before transfer is completed to the Routing Point.
Figure 17 illustrates this situation.
Customer
4. Complete transfer
1. Call to Routing Point
Agent
2. Consultation call to Routing Point
RP
3. RequestRouteCall to external/unmonitored destination
Figure 17: Routing Consultation Calls
T-Server provides two configuration options to handle what should happen after Step 3 in
auto-transfer-to-route
Default Value: false true T-Server automatically completes a transfer to the Routing
Point when the interval in route-handover-timeout
expires.
This means that T-Server can take control of the call away from the agent.
false T-Server automatically releases the consultation call to the
Routing Point and reconnects the primary call when the interval in route-handover-timeout
expires. This means that the agent must complete the transfer if routing is to take place.
Changes Take Effect: Immediately
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Chapter 12: Routing Using Emulated Routing Points Configuration Options for Routing
Defines whether T-Server automatically completes transfer (see Step 4 in
) to the Routing Point if an external/unmonitored routing destination is selected, or releases the consultation call and reconnects the primary call on the agent.
Note:
Configuration option route-handover-timeout
introduces a grace period to allow the agent making the consultation call either to release the consultation call or to complete the transfer himself or herself before T-Server takes control of the call.
route-handover-timeout
Default Value:
3
Valid Value: Any integer from
0-600
Changes Take Effect: Immediately
When a consultation call is being routed to an external/unmonitored destination, this option defines the time, in seconds, that T-Server waits before taking the action defined by option auto-transfer-to-route
. This allows the person making the consultation call to either reconnect the primary call or complete the transfer to the Routing Point himself or herself.
Note:
To force T-Server to use the
Divert
service to route calls to external and unmonitored destinations, use extension
GCTI_SUPERVISED_
ROUTE.
See page 201 for more information.
Supervised Routing to CCD Pilots
You can define the way calls are routed from a Routing Point to a pilot by using extension
GCTI_SUPERVISED_ROUTE
in
RequestRouteCall.
When T-Server uses the supervised route method, T-Server uses the Transfer service to route the call to Pilots. In this case, T-Server checks whether the destination Pilot is available. If not, T-Server reissues
EventRouteRequest.
By setting extension
GCTI_SUPERVISED_ROUTE
to
0
in
RequestRouteCall,
T-Server is forced to use the Divert service instead of the Transfer service to route the call.
Note:
Use extension
GCTI_SUPERVISED_ROUTE
when routing to Pilot, unknown, or unmonitored destinations.
314 Framework 7.6
Chapter 12: Routing Using Emulated Routing Points Integrating Routing Points in the CCD
Integrating Routing Points in the CCD
Introduction
As described in the previous section, T-Server uses Hunting Groups with virtual member devices on the PBX to provide routing functionality. This section describes how you can make a Routing Point part of the Alcatel A4400
CCD, which offers some advantages:
•
A presentation guide can be played before calls enter routing.
•
If a call is not routed within 30 seconds, it is pulled back to the CCD and redistributed to another CCD queue.
Figure 18 on page 315 shows how such a CCD configuration looks.
Pilot
3301
0
Q Mutual Aid
3201
1
Q 3202
Forwarding Agent PG
PG 3101 PG 3102
Hunting Group
2001
VZ1
VZ2
VZ3
Figure 18: CCD Configuration
Call Process
If a call enters the CCD on pilot 3301, it first goes to the presentation guide, and then is distributed to Hunting Group 2001 through queue 3201. If the call is not routed within 30 seconds, the call is pulled back to the CCD, and can then be redistributed through queue 3202 to an agent in processing group 3102.
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Chapter 12: Routing Using Emulated Routing Points Integrating Routing Points in the CCD
Procedure:
Configuring a Routing Point as part of PBX CCD
Start of procedure
1. Configure the Hunting Group in the Alcatel A4400 as described in
“Configuring a Hunting Group in the Alcatel A4400” on page 310
.
2. Configure a forwarding processing group. Set the following values:
•
Directory Number
—<
PG number
>
(3101)
•
Type
—
Forwarding
This is a forwarding processing group.
•
Forwarding Directory Number
—<
HG number
>
(2001)
3. Configure the Mutual Aid queue. Set the following values:
•
Directory Number
—< queue number
>
(3201)
•
Type
—
Mutual Aid
Specifies a mutual aid queue.
•
Distribution direction 0
—<
PG number
>
(3101)
4. Configure the pilot to distribute calls, giving higher priority to the Mutual
Aid Queue than to the normal queue.
5. Configure all devices as you normally would in the Configuration Layer.
The minimum configuration consists of the pilot, the Routing Point, and the agents.
Note:
If you omit the pilot from the Configuration Layer, T-Server cannot maintain the connection ID
when the call is redistributed.
End of procedure
316 Framework 7.6
Chapter
13
Using Alcatel A4400
Routing Services Interface
This chapter decribes how to use RSI. It contains these sections:
Configuring RSI in the Alcatel A4400, page 318
RSI Agent Functionality, page 319
RSI Reroute Behavior, page 334
Voice Guides in the Alcatel A4400 PBX, page 335
RSI Description
Unlike emulated routing using Hunting Groups, the Alcatel A4400 R4.2+ provides Routing Services Interface (RSI) functionality that delivers native routing capabilities on the PBX. This functionality, specifically designed for integration with the Genesys T-Server, provides many features, including:
•
Native PBX routing support.
•
Ability to define an overflow destination via RSI in the PBX.
•
Ability to route to any destination.
•
Full call-treatment support including (but not limited to) playing announcements and collecting digits.
•
Full Genesys high-availability support.
•
Unlimited number of queued calls.
•
Business agent functionality on the PBX without using the CCD.
T-Server—Deployment Guide 317
Chapter 13: Using Alcatel A4400 Routing Services Interface Configuring RSI in the Alcatel A4400
This means you can now create a full routing implementation that takes advantage of the call-routing features available in Genesys Universal Routing
Server, as well as of the Alcatel A4400 CCD agent features.
RSI and CSTA Interfaces
T-Server provides full support for both the RSI and the CSTA link. The difference beteween the RSI link and the CSTA link is only in the PBX licensing model. Depending on which model is chosen, the PBX RSI routing functionality is either available or not. Other than this, there is no difference between RSI and CSTA.
Configuring RSI in the Alcatel A4400
Procedure:
Creating a new RSI in the PBX
Start of procedure
1. Open the mgr
application and locate mgr/Application/CCD/RSI.
2. Set the following values:
•
Time Between Two Calls
—This option defines a pause time (in milliseconds) for agents after they hang up a call that was routed to them from this RSI.
•
Auto WrapUp Timer
—This option defines a wrap-up time (in milliseconds) for agents after they hang up a call that was routed to them from this RSI.
•
RSI Overflow Timer
—This option defines a time (in milliseconds) that the PBX waits for a call to be routed. If the time expires, the call is overflowed to the address specified in option
RSI Overflow Address.
•
RSI Overflow Address
—This option specifies an overflow address (any valid address) to which the PBX sends a call if:
— Option RSI Overflow Timer expires.
— T-Server did not enable routing on this RSI.
Note: If you do not define an overflow address, the call is canceled instead of overflowed.
•
Ringing Overflow Timeout
—This option defines a time interval (in milliseconds) during which the PBX waits for a call ringing on a
CCD/RSI agent to be answered. If the agent fails to answer the call within this timeout, T-Server overflows the call to the address specified in option
Ringing Overflow Address.
318 Framework 7.6
Chapter 13: Using Alcatel A4400 Routing Services Interface RSI Agent Functionality
•
Ringing Overflow Address—This option specifies an overflow address
(any valid address) to which the PBX sends a call if the timeout defined in option
Ringing Overflow Timeout expires.
•
Local Call Authorization—This option allows or disallows local
(hybrid-link) or ABC calls to this RSI.
•
RSI Supervised Transfer—With value
true in the RSI configuration, the PBX activates the routing dialog for consultation calls and allows consultation calls to be routed. With value false,
the PBX does not activate the routing dialog until transfer is completed.
With value true
, special attention should be paid to T-Server option rsi-report-xfer.
End of procedure
Note:
Only a qualified Alcatel engineer should make changes to these options.
Procedure:
Configuring RSI in Configuration Layer
Start of procedure
1. Navigate to
CME\Resources\Switches\<Switch Name>\DNs\New DN
2. Set the following values:
•
Number
— Must correspond to the RSI number configured in the PBX.
•
Type
—
Routing Point
•
Enabled
—Checked
•
Register
—Checked
•
Switch-Specific Type
—
2
(on
Advanced
tab of DN
Properties
)
End of procedure
RSI Agent Functionality
Previously, PBX agent support has only been available when the CCD is installed (CCD agents). Now, in the form of RSI agents, the same agent functionality is also available without the CCD. The PBX provides the same features and business-call handling for these as for normal CCD agents, including logon, logoff, wrap-up, and pause. An RSI agent is defined as an agent who is logged in to an RSI Processing Group (as distinct from any other type of Processing Group).
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Chapter 13: Using Alcatel A4400 Routing Services Interface Call Routing
Like the CCD pilots, wrap-up and pause timer are configured per RSI and are applied by the PBX according to the RSI from which a call is routed.
Note:
T-Server also supports emulated agents with RSI routing. This means that no agent is logged in on the PBX and T-Server maintains full control of agent states.
Call Routing
Genesys Universal Routing Server (URS) performs call routing on an RSI.
Calls can be routed to any valid destination, including external ones.
Treatment Support
The RSI feature in T-Server for Alcatel A4400 fully supports treatments, including those listed below, which are described in subsequent sections:
•
“Collect Digits Treatment” on page 324
•
“Play Announcement Treatment” on page 326
•
“Play Announcement and Collect Digits Treatment” on page 331
•
•
•
“Ringback Treatment” on page 332
•
“Silence Treatment” on page 332
•
“Cancel Call Treatment” on page 332
Mandatory Treatments
A mandatory treatment is one that the routing strategy applies to a call before selecting a routing destination. This treatment type is typically used, for example, to play a message to all callers or to get the caller to enter some information (collect digits), which can then be used in the routing strategy.
To make a mandatory treatment, use the individual Treatment objects in
Interaction Routing Designer (IRD).
Figure 19 shows the IRD treatment
toolbar:
Figure 19: IRD Treatment Toolbar
320 Framework 7.6
Chapter 13: Using Alcatel A4400 Routing Services Interface Call Routing
With many treatments, you can choose to
Wait for Treatment end
(see
). If you select this option, the strategy does not proceed until the treatment finishes.
Figure 20: Wait for Treatment End Dialog Box
If this option is not selected, you can apply a treatment and then continue in the strategy; for example, play some music to the caller while a database lookup is performed. You must then resynchronize the strategy with the treatment. You will use the
SuspendForTreatmentEnd
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Chapter 13: Using Alcatel A4400 Routing Services Interface Call Routing
322
Figure 21: Suspend for Treament End Function
In the treatment example above, the customer hears music for up to 10 seconds, after which the strategy continues. (The strategy resumes even sooner if the PBX signals that the treatment is finished before this timeout expires.)
Busy Treatments
A busy treatment is one applied only in cases where the selected routing target is not currently available. This allows the strategy to use any treatment while a call is waiting.
Framework 7.6
Chapter 13: Using Alcatel A4400 Routing Services Interface Treatments
Busy treatments are activated in the
Target Selection
object in IRD as shown
Figure 22: Busy Treatments in Target Selection Object
You can provide a list of treatments (only two are shown above) that are to be played in sequence.
You can specify a timeout (in seconds) for each treatment in the list. If you do that, the strategy applies the next treatment in the list without waiting for the end of the previous treatment when the specified time has elapsed.
Note:
URS, not the PBX, manages this timeout.
Treatments
The following sections describe the different treatments the PBX and T-Server support and how they are used within IRD.
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Note:
The Alcatel A4400 T-Server does not support treatments in
Compatibility
mode, which means
TGiveTreatment
requests are not supported.
The following treatment types are not supported:
•
Delete User Announcement
•
Fast Busy
•
Recorded User Announcement (RAN)
•
Play Recorded Announcement
•
Play Application
•
Set Default Destination
•
Text to Speech
•
Text to Speech and Collect Digits
•
Verify Digits
Collect Digits Treatment
This treatment provides functionality to collect dual-tone multifrequency
(DTMF) tone digits from the user. Normally, Collect Digits is combined with
an announcement telling the caller what information is required (see also “Play
Announcement and Collect Digits Treatment” on page 331 ).
shows the IRD parameters for the Collect Digits treatment.
Table 32: Collect Digits Treatment Options
Option Name
MAX_DIGITS
ABORT_DIGITS
IGNORE_DIGITS
BACKSPACE_
DIGITS
Option Description
Specifies the maximum number of digits to be collected (max 31).
Specifies a sequence of maximum two digits
(though in practice, the switch only uses the first one). If this sequence of digits is detected, digit collection is aborted.
Specifies a sequence of maximum two digits
(though in practice, the switch only uses the first one). If this sequence of digits is detected, digit collection ignores them.
Specifies a sequence of maximum two digits
(though in practice, the switch only uses the first one). If this sequence of digits is detected, the last correctly collected digit is deleted.
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Table 32: Collect Digits Treatment Options (Continued)
Option Name
TERM_DIGITS
RESET_DIGITS
CLEAR_DIGITS
START_TIMEOUT
DIGIT_TIMEOUT
TOTAL_TIMEOUT
Option Description
Specifies a sequence of maximum two digits
(though in practice, the switch only uses the first one). If this sequence of digits is detected, digit collection terminates and the digits already collected are reported.
Specifies a sequence of maximum two digits
(though in practice, the switch only uses the first one). If this sequence of digits is detected, any collected digits are discarded and collection restarts.
This option is currently not used.
Specifies the maximum duration (in seconds) before the caller enters the first digit.
Specifies the maximum interval (in seconds) between two digits.
Specifies the maximum duration (in seconds) of the entire digit-collection process.
Note:
If a routing target becomes available during digit collection, URS waits until digit collection has completed before routing the call.
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When the digits have been collected, use the Caller Entered Digits (CED) function to assign them to a variable in the strategy, as shown in
.
Figure 23: Caller-Entered Digits Function
Play Announcement Treatment
Use this treatment to play one or more (default maximum 10, configurable to
20 using option “allow-20-announ”
) voice guides to the caller. The PBX performs the connection to the voice guide. IRD has two tabs in the Play
Announcement Treatment object:
• Parameters
• PROMPT
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Parameters Tab
You must specify a language on the
Parameters
tab, as shown in
.
Figure 24: Setting Language in Play Announcement Treatment
The language must correspond to the correct language on the PBX and is
defined in one of several ways. See “Treatment Languages” on page 328 for
further information on how to define treatment languages.
PROMPT Tab
Use the
PROMPT
tab (see
) to define a list of announcements.
Figure 25: Defining Prompts in Play Announcement Treatment
The prompts you define here are played in succession. Table 33 on page 328
describes each option in this treatment.
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Table 33: Play Announcement Treatment Options
Option Name
Interruptible
ID
Digits
User_Ann_ID
Text
Option Description
Specifies if this prompt can be interrupted. If the
Interruptible
check box is selected, the PBX will allow the announcement to be skipped by pressing a key. If it is not set, then the PBX will always play the entire treatment.
Specifies an ID corresponding to the voice guide to be played for this prompt. You must configure this ID as a Voice Prompt object in
Configuration Layer (
CME\Resources\Voice
Prompts
) before you can use it in the strategy.
Specifies a string of digits to be announced to the caller. The first digit specifies how the subsequent digits are to be pronounced:
0
–One at a time
1
–Date
2
–Time
3
–Phone number
4
–Money
Currently, the PBX only supports value
0
(one at a time).
This option is currently not used.
This option is currently not used.
Note:
You can specify either the ID field or the Digits field in each prompt, but not both.
Treatment Languages
You can use either of two methods to define the language of an announcement in the Play Announcement Treatment object:
•
Language Mapping
Enter any string in the language
field, and map this string to the required
PBX language ID in T-Server.
•
PBX language ID
Specify the PBX language ID directly in the strategy.
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Language Mapping
To configure language mapping in T-Server, you must create a new section, lang-map
, in the T-Server
Application
object in Configuration Manager. The following table shows how to define a mapping for any supported PBX language.
Table 34: T-Server Language-Mapping Options
Option Name
lang-def lang-<n>
<n> = 1–55
Option Description
Specifies the default language (values
1-55
)
T-Server is to use if language mapping fails.
Specifies the string to be mapped to language number < n
>. If T-Server receives a
Play
Announcement Treatment
request with this string, it uses language < n
>.
The following screen shot shows the default language mapping provided in
T-Server. If you do not explicitly configure language mapping, T-Server uses this mapping.
Figure 26: Default Language Mapping Dialog
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Language ID
Use the PBX language ID directly in the Apply Treatment—this bypasses the language mapping in T-Server. The complete list of languages, as defined in
the PBX at the time of writing, is shown in Table 35 .
Table 35: Language IDs
1. French
2. English
3. German
4. Spanish
5. Portuguese
6. Flemish—Belgium
7. Danish
8. Italian
9. Austrian
10. Swedish
11. Norwegian
12. Swiss
13. Czech
14. Polish
15. Hungarian
16. Finnish
17. Brazilian
18. Dutch
19. Ex-Russian
20. Roumanian
21. Slovak
22. Generic English
23. Catalan
24. Australian
25. Estonian
26. Lithuanian
27. Latvian
28. Croatian
29. Slovenian
30. Greek
31. Turkish
32. Yugoslavian
33. German (Swiss)
34. Italian (Swiss)
35. Reference
36. English (United States)
37. French (Canada)
38. Arabic (Male Voice)
39. Arabic (Female Voice)
40. Bulgarian
41. Cantonese
42. Korean
43. Egyptian (Male Voice)
44. Egyptian (Female Voice)
45. English (Africa)
46. Hebrew
47. Irish
48. Icelandic
49. Japanese
50. Malay
51. Bahasa Malay
52. Mandarin (China)
53. Mandarin (Taiwan)
54. Spanish (America)
55. Vietnamese
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Play Announcement and Collect Digits Treatment
This treatment combines the Play Announcement and the Collect Digits
Treatments. In this case, the PBX stops the voice guide as soon as the caller
enters the first digit to be collected. See “Collect Digits Treatment” on page 324
and “Play Announcement Treatment” on page 326 for more
information.
Music Treatment
Use this treatment in a strategy to connect a call to a music source (PBX voice guide).
Note:
Set the URS option give_treatment
to true
if you want the URS to apply a music treatment on all calls before starting any strategy..
shows how to implement a music treatment in IRD. The example connects the caller to voice guide
700
.
Figure 27: Music Treatment Options
describes the options for a music treatment.
Table 36: Music Treatment Options
Option Name
MUSIC_DN
DURATION
Option Description
Specifies the number of the voice guide in the
Alcatel A4400 to be used as the music source.
This option is currently not used.
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Because you cannot set a duration for a music treatment, you must incorporate a cancel-music treatment or apply another treatment within the strategy to end a music treatment. That requires implementing some form of synchronization; for example, using function
WaitForTreatmentEnd.
You can use the timeout
field in the busy treatment list to specify a duration.
Note:
Compatible mode is not supported.
Busy Treatment
When you incorporate this treatment into a strategy, the caller hears a busy tone. Note that this treatment does not terminate the connection; only the caller can do that.
This treatment has no parameters to specify.
Note:
Compatible mode is not supported.
Ringback Treatment
When you incorporate this treatment into a strategy, the caller hears a ringback tone. This treatment has no parameters to specify.
Note:
Compatible
mode is not supported.
Silence Treatment
When you incorporate this treatment into a strategy, the caller hears silence.
This treatment has no parameters to specify.
Note:
Compatible
mode is not supported.
Cancel Call Treatment
When you incorporate this treatment into a strategy, T-Server ends the routing dialog with the PBX. This means the call is either disconnected or sent to an overflow destination, if you have configured one for the RSI in the PBX.
This treatment has no parameters.
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IVR Treatment
Use this treatment to send calls to an IVR; for example, Genesys Voice
Treatment Option. To set up an IVR that you intend to use with IVR treatments:
1. Configure all the IVR ports in Configuration Layer. For an IVR treatment to work, you must configure IVR ports as
Voice Treatment Port
objects in the Configuration Layer. If you configure the ports with DN type
Extension,
IVR treatments do not work correctly.
2. Create a Place Group containing all the IVR ports. Use this group as a target in the IVR treatment.
When you incorporate an IVR treatment into a strategy, URS routes the call to an available IVR port for the duration of the treatment. At the end of the treatment, URS transfers the call back to the Routing Point, where the strategy continues.
shows how to use IVR treatments in IRD as a mandatory treatment. The example treatment sends calls to Place Group IVR for a duration of 10 seconds. If no duration is specified , it is left to the IVR to transfer the call back to the Routing Point at the end of the treatment.
Figure 28: IVR Treatment Options
Note:
IVR treatment is the only treatment type where
Compatible
mode is supported.
If you use an IVR treatment as a busy treatment, keep in mind that:
1. You must specify the treatment duration using the
Timeout
field in the busy treatment, not as a parameter.
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2. You can define how URS sends the call from the IVR port to its destination once a routing target becomes available. Your strategy can direct URS either to transfer the call directly from the IVR port to the destination, or to transfer the call back to the Routing Point before routing the call to the destination. Use URS option transfer_to_agent
to define this behavior.
RSI Reroute Behavior
If you do not define reroute behavior, the PBX sends the call to the destination defined in the overflow address of the RSI. (
“Creating a new RSI in the PBX” on page 318
describes how to configure this overflow.) However, your strategy can specify under what circumstances the PBX should allow a call to be rerouted. Essentially, the strategy must provide the PBX with a new target to select if routing fails.
Configuration Options
T-Server provides two configuration options to control this behavior:
•
rsi-remain-retry
(see
)
•
rsi-reroute-auth
(see
)
If rerouting is requested, T-Server returns
EventError
to indicate that routing failed. For this event, the routing strategy should incorporate an appropriate action for T-Server to take; for example, directing T-Server to select a new target. If routing fails after the number of reroute attempts specified in option rsi-remain-retry,
the call is overflowed to the RSI overflow destination.
RSI Reroute Authorization
shows the relationship between PBX, binary and T-Server values for configuration option rsi-reroute-auth.
Table 37: RSI Reroute Authorization
Condition
Busy
DestNotObtainable
IncompatibleDest
NetworkCongestion
ResourceNotAvailable
PBX Value
(Bit String)
0
1
2
3
4
Binary Value
0
1
11
111
1111
T-Server Option
Value
0
1
3
7
15
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Table 37: RSI Reroute Authorization (Continued)
Condition Binary Value
TrunkBusy
AllCases
PBX Value
(Bit String)
5
255
11111
111111
Voice Guides in the Alcatel A4400 PBX
T-Server Option
Value
31
63
Voice Guides in the Alcatel A4400 PBX
Note:
Only a qualified Alcatel engineer should undertake any modifications to your PBX.
Use this section as a quick guide to voice guides (VGs) in the Alcatel A4400
PBX. If you require more detailed information, please refer to the documentation provided with your Alcatel A4400 PBX.
It is important to distinguish between Recordable VGs and VGs. You can create many different Recordable VGs for the PBX. A Recordable VG can then be assigned to a VG and be used with RSI treatments.
These are the hardware prerequisites for creating and using VGs in the Alcatel
A4400 PBX:
•
A GPA board must be present and configured.
•
A RAM card must be installed on the GPA board.
Procedure:
Configuring a GPA Board in the Alcatel A4400 PBX
Start of procedure
1. Install the RAM card in the GPA board.
2. insert the GPA board in your PBX, observing the safety guidelines described in your PBX documentation.
3. Once installed, configure the GPA board as follows:
4. Configure the GPA board in the system:
a. Locate mgr/Shelf/Go Down Hierarchy/Create.
b. Select board type
GPA.
5. Configure the GPA board DSP function to be used with VGs:
a. Locate mgr/Shelf/Go Down Hierarchy/Go Down Hierarchy/Gpa Dsp program/Create.
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b. Select a DSP function that includes the Voice Guide (VG) function.
End of procedure
Checking Voice Guides
Listening to Voice Guides
You can use a phone set to listen to all active VGs.
Procedure:
Configuring a VG listening prefix
Start of procedure:
1. Create a Tone Test prefix in the system:
a. Locate mgr//Translator/Prefix Plan/Create.
b. Select
Prefix Meaning = Local Features.
c.
Select Local Feature = Tone Test.
2. Enable VG listening in the category of the phone set where this feature will be used:
a. Locate mgr/Categories/Phone Facilities Categories/Consult
Modify.
b. In the
Set Features
section, make sure that option
Voice Guide
Listening is set to 1.
End of procedure
By dialing the VG Listening prefix, you can now listen to all voice guides in the system. You can navigate to the required VG in either of two ways:
•
Use the Volume +/ button on the phone set to scroll through the VGs.
•
Skip directly to the wanted VG by entering the number of the VG on the phone set. You must enter four digits; so, for example, to listen to VG 705, enter
0705.
Procedure:
Checking GPA Voice Guide status
Purpose: To check the voice guide status on each GPA board in the system.
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Start of procedure
1. At the command prompt enter: vgstat <cristal (0-19)> <cpl (0-28)> where cristal and cpl
are the name and location, respectively, of the GPA board in question.
End of procedure
The output from this command provides detailed information about the VGs configured on the specified GPA board.
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Chapter
14
Predictive Dialing
This chapter describes how to use predictive dialing with this T-Server. It contains these sections:
Introducing Predictive Dialing, page 339
Voice Activity Detection, page 340
CCO Agent Reservation Feature, page 345
Introducing Predictive Dialing
The Alcatel A4400 T-Server Predictive Dialing feature allows the Outbound
Contact Server (OCS) to initiate calls without the use of Call Progress
Detection (CPD) Server and Dialogic cards.
You can use the PBX feature Voice Activity Detection (VAD), instead of
Dialogic cards, together with T-Server Predictive Dialing to provide full CPD
capabilities. See “Voice Activity Detection” on page 340
.
This chapter describes how to enable T-Server Predictive Dialing and how to configure OCS to use this feature to make outbound calls.
Note:
This feature is not related to the predictive dialing algorithm that OCS uses to determine when to make the next call. The T-Server Predictive
Dialing feature only involves the way in which the outbound calls are initiated.
To enable T-Server Predictive Dialing, you must configure a number of virtual devices (virtual Zs) in the PBX and in Configuration Layer. The number of virtual Zs corresponds to the number of calls that can be initiated simultaneously. These virtual Zs are available as a pool for T-Server to use for predictive dialing. They are not associated with any specific origination DN
(Pilot or Routing Point) or outbound campaign.
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Voice Activity Detection
Alcatel A4400 R4.1 introduced a PBX feature called Voice Activity Detection
(VAD) for use with the T-Server Predictive Dialing feature. This provides native on-board CPD, which means that you can use the Genesys OCS without
Dialogic hardware.
Note:
VAD requires licenses and hardware for the PBX. Please consult your
Alcatel representative for details.
Although you can use the T-Server Predictive Dialing function with earlier versions of the PBX, CPD is not available and only the following dialing results are reported:
•
Answer
•
No Answer
•
Busy
•
Dropped
•
Wrong number
(dialing result reported as
Sit Tone
)
•
Abandoned
With VAD, the following dialing results are also available:
•
Fax detected
•
Answering machine detected
Procedure:
Activating VAD in the Alcatel A4400
To activate VAD on the PBX, you must install a GPA board. This provides the
DSP functionality for performing the call-result analysis. The following steps describe how to install and configure the GPA board for use with VAD, observing the safety guidelines described in your PBX documentation.
Note:
Only a qualified Alcatel engineer should make changes to PBX configuration.
Start of procedure
1. Install the RAM card in the GPA board.
2. insert the GPA board in your PBX, observing the safety guidelines described in your PBX documentation.
3. Configure the GPA board in the system:
a. Locate mgr/Shelf/Go Down Hierarchy/Create.
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b. Select board type
GPA.
4. Configure the GPA board DSP function to be used with VGs:
a. Locate mgr/Shelf/Go Down Hierarchy/Go Down Hierarchy/Gpa Dsp program/Create.
b. Select a DSP function that includes the required number of VAD functions.
End of procedure
Every VAD function provides CPD for up to six simultaneous outbound calls.
This means that if the DSP configuration
5 VAD
is selected, up to 30 simultaneous outbound calls can be made.
Note:
Because of a minor difference in the way the availability of dialing devices is calculated in T-Server and in OCS, you should configure extra dialing devices. For example, if five dialing devices are used in a campaign, then configure six dialing devices in T-Server/PBX.
Procedure:
Configuring virtual Z dialing devices in the PBX
Purpose: To create dialing devices in the PBX for use with the Predictive
Dialing feature. You can create six such dialing devices for every VAD function that you created in the GPA DSP Program.
Start of procedure
1. Navigate to mgr/Users/Create.
2. Set the following values for the device:
•
Directory Number
—<
VZ Number
>
•
Shelf/Board/Equipment Address — 255/255/255
A virtual device is not given a physical address in the PBX
•
Set Type
—
ANALOG
Specifies virtual devices of type analog.
•
Ghost Z
—
True
Specifies that this is a virtual device.
•
Ghost Z Feature
—
CCO
Specifies this device as a CCO device.
•
VAD use for Ghost Z
—
True
Activates the VAD function for this device.
End of procedure
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Procedure:
Configuring virtual Z dialing devices in the PBX without VAD
Purpose: To create dialing devices in the PBX for use with the Predictive
Dialing feature where there is no VAD on the PBX.
Start of procedure
1. Navigate to mgr/Users/Create.
2. Set the following values for the device:
•
Directory Number
—<
VZ Number
>
•
Shelf/Board/Equipment Address — 255/255/255
A virtual device is not given a physical address in the PBX
•
Set Type
—
ANALOG
Specifies virtual devices of type analog.
•
Ghost Z
—
True
Specifies that this is a virtual device.
•
Ghost Z Feature
—None
•
VAD use for Ghost Z
—
False
End of procedure
Procedure:
Configuring VAD-Related Timers in the Alcatel A4400
Start of procedure
1. Navigate to
mgr/System/Go Down Hierarchy/Timers.
2. Ensure that the values of timers 267 and 268 are set to the PBX default values.
Timer 267 determines the duration that VAD should wait for a tone after a call has been answered.
Timer 268 determines how long an outbound call from a VAD dialing device rings before VAD classifies the call as not answered.
End of procedure
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Configuring Predictive Dialing in Configuration Layer
Procedure:
Configuring devices for predictive dialing in
Configuration Layer
Start of procedure
1. Set the following values for the device:
•
Type
—
Extension
•
Number
—<
Virtual Device Number
>
•
Switch-specific type
—
4
(on
Advanced
tab of DN
Properties
window)
End of procedure
Configuration Options
You can also use the following options to adjust the behavior of the Predictive
Dialing feature in T-Server.
predictive-delay-time
Default Value:
0
Valid Value: Any integer from
0-1000
Changes Take Effect: From the next predictive call
Specifies the delay (in milliseconds) between initiating and completing transfer to the distribution device (Pilot or Routing Point) after a predictive call is answered.
prd-dist-call-ans-time
Default Value:
3
Valid Value: Any integer from
0-10
Changes Take Effect: Immediately
Specifies the interval (in seconds) during which an agent can answer a predictive call before T-Server abandons it. With value
0
(zero), T-Server does not automatically abandon the call, which then rings on the agent desktop until it is answered.
max-pred-req-delay
Default Value: 3
Valid Value: Any integer from
0-10
Changes Take Effect: Immediately
Defines the maximum time (in seconds) that T-Server waits for a free dialing resource to become available before rejecting a TMakePredictiveCall request.
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Limiting Call-Distribution Time
If Outbound Contact is making more calls than there are available agents, many countries legally forbid the queuing of these calls. The law in these countries requires that such calls be dropped immediately.
T-Server does not handle this requirement; the distribution mechanism must be configured to handle it.
Procedure:
Configuring the CCD to limit call distribution time
Start of procedure
1. Navigate to mgr/Application/CCD/Queue.
2. Set the option
Max Waiting Time
to
0
(zero) in the Queue configuration The
CCD can overflow the call to a dissuasion group if no agent is available.
End of procedure
Procedure:
Configuring URS to limit call distribution time
Start of procedure
1. In the routing strategy, set the option
Timeout
in the Target Selection object to an appropriate value, for example,
1
or
2 seconds.
End of procedure
Note:
The routing strategy is likely to fail if the timeout is set to
0
(zero).
Configuring OCS to Use Predictive Dialing
Procedure:
Configuring OCS to use predictive dialing
Purpose: To configure OCS to use T-Server predictive dialing instead of CPD
Server to originate outbound calls. Normally, an outbound campaign is associated with a specific CPD Server in Configuration Layer.
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Start of procedure:
1. Configure OCS to use T-Server predictive dialing instead of CPD Server for the given campaign group. To do this, ensure that in the Configuration
Layer, the campaign group does not have an associated CPD Server in the
Connections
tab.
Note:
The value of the
Number of CPD Ports
option on the Advanced tab of the campaign group should correspond to the number of dialing devices dedicated to this campaign group.
In addition, the, OCS configuration option option channel_num
can be used to limit the number of dialing devices to be used for the given OCS or switch.
End of procedure
CCO Agent Reservation Feature
The Alcatel A4400 provides functionality that allows agents to be reserved for
CCO calls. This functionality is used with the CCO feature, which can be provided for the Alcatel A4400. Agent Reservation uses the Genesys
Outbound Contact with predictive dialing and, like VAD, is available from
Alcatel A4400 R4.1.
To reserve an agent for a CCO call on the Alcatel A4400, you must set the outgoing
ACD call
option to true
in the processing group where the agent is logged in.
Set Reservation
To reserve an agent for a CCO call by CTI, send this request:
RequestAgentNotReady(AfterCallWork)
•
Extension
GCTI_SET_RESERVATION = 1
•
Extension GCTI_CC_TREATMENT_TYPE = 1
Reset Reservation
To cancel agent reservation by CTI, send this request:
RequestAgentNotReady(AfterCallWork)
•
Extension GCTI_RESET_RESERVATION = 1
•
Extension
GCTI_CC_TREATMENT_TYPE = 1
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CCO Call Tag
To identify a call as a CCO call, set the following extensions:
•
Extension GCTI_SKILL_NUMBER_1 = 80
•
Extension
GCTI_ACR_STATUS_1 = 1
•
Extension
GCTI_EXPERT_EVALUATION_LEVEL_1 = 1
(for example)
Make CCO Call
A CCO call can be made in several ways:
•
A reserved agent can make a direct outbound call with the CCO call extensions.
•
Make an outbound call from a virtual Z that has
Ghost Z Feature = CCO, and transfer the call to a pilot configured with the Advanced Call Routing
(ACR) feature in the PBX. For this call to be distributed, the CCD agents must also have the ACR skill
Audio Outbound (80).
•
Make an outbound call from any device such as a Dialogic port, and transfer the call directly to a Statistic Pilot, which has the CCO call profile and forwards the call to an ACR pilot.
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Chapter
15
Alcatel A4400 Call Flows
This chapter presents switch-specific call-model information for Alcatel
A4400 scenarios for which a greater level of detail may be required than is supplied in the Genesys 7 Events and Models Reference Manual. It contains the following section:
Call Queued with Automatic Camp-On, page 347
Call Parking/Unparking, page 351
Call Queued with Automatic Camp-On
This section describes T-Server reporting for a call queued with automatic camp-on.
Note:
Automatic camp-on may sometimes be referred to as executive
override in the PBX documentation.
Generally, changes in a client application that conforms to the Genesys Call
Model should not be required.
Call Queued with Automatic Camp-On
Figure 29 on page 348 illustrates a scenario with a call queued and automatic
camp-on.
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Figure 29: Call Queued With Automatic Camp-On
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gives detail about the call flow for this scenario for each party..
Table 38: Scenario on Multiline Phoneset or Automatic Camp-On
Party A (Customer Party B (Agent)
Established ConnID 1
Party C
EventQueued a
ConnID 2
ThisDN B
ThisDNRole Destination
OtherDN C
OtherDNRole
Origination
CallState OK
Answer (Manually or
TAnswerCall or
TAlternateCall)
EventHeld
ConnID 1
ThisDN B
OtherDN A
Make Call to B
(TMakeCall)
EventDialing
ConnID 2
ThisDN C
ThisDNRole
Origination
OtherDN B
OtherDNRole
Destination
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Chapter 15: Alcatel A4400 Call Flows Call Queued with Automatic Camp-On
Table 38: Scenario on Multiline Phoneset or Automatic Camp-On
(Continued)
Party A (Customer Party B (Agent)
EventRinging b
ConnID 2
ThisDN B
ThisDNRole Destination
OtherDN C
OtherDNRole
Origination
CallState OK
EventEstablished
ConnID 2
ThisDN B
OtherDN C
Party C
EventEstablished
ConnID 2
ThisDN C
OtherDN B a. T-Server may generate EventRinging instead of EventQueued depending on PBX reporting, if call 2 can be answered on Agent or T-Server is not sure if it is possible.
b. If T-Server reports
EventRinging
(instead of
EventQueued
) at the start of scenario then no EventRinging is generated after the call (ConnID 2) is answered.
350 Framework 7.6
Chapter 15: Alcatel A4400 Call Flows Call Parking/Unparking
shows abnormal call flow in this scenario.
Table 39: Abnormal Call Flow
Interruption Point
*
* *
Party B (Agent) Party C
EventReleased
ConnID 2
ThisDN C
ThisDNRole
Origination
CallState OK
EventAbandoned
ConnID 2
ThisDN B
ThisDNRole Destination
OtherDN C
OtherDNRole
Origination
CallState OK
EventReleased
ConnID 2
ThisDN C
ThisDNRole
Origination
OtherDN B
OtherDNRole
Destination
CallState OK
Call Parking/Unparking
Description
T-Server for Alcatel A4400/OXE provides one of two different mechanisms to define behavior and support handling of scenarios involving parking:
•
Where a call blocks a device after being parked, or where no other calls can be distributed to such a device, T-Server uses
EventQueued on the same device to report the state of the call.
•
Where a call frees a device after being parked on the same or any unknown
(internal to PBX) device, T-Server provides virtual devices that are used to report the state of the call within T-Server. The same handling is used if the
PBX provides specific devices for handling call parking. In this case devices are not fictive, but correspond to physical equipment.
These principles conform to the Genesys Call Model (GCM) as described in the Genesys 7 Events and Models Reference Manual and the Voice Platform
SDK 7.6 .NET (or Java) API Reference.
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Chapter 15: Alcatel A4400 Call Flows Call Parking/Unparking
Figure 30: Call Parking/Unparking
Table 40 on page 353 gives details of this call flow for each party.
352 Framework 7.6
Chapter 15: Alcatel A4400 Call Flows Call Parking/Unparking
.
Table 40: Call Parking/Unparking
Party A Party B
Call Park
EventHeld
ThisDN DN2
OtherDN DN2
CallState ok
Party C
EventPartyChanged
ThisDN DN1
OtherDN DN3,
ThirdPartyDN DN2
CallState transferred
ThisDNRole origination
OtherDNRole destination
ThirdPartyDNRole transferredby
EventRelease
ThisDN DN2
OtherDN DN 1
ThirdPartyDN DN3
CallState transferred
ThisDNRole destination
OtherDNRole origination
ThirdPartyDNRole destination
EventPrivateInfo
AttributePrivateMsgID
2120,
ThisDN DN3
OtherDN DN2
CallState ok
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Table 40: Call Parking/Unparking (Continued)
Party A Party B
Retrieve/Unpark Call
Party C
EventPrivateInfo
AttributePrivateMsgID2
121
ThisDN DN3
OtherDN DN1
ThirdPartyDN DN2
CallState transferred
ThisDNRole destination
OtherDNRole origination
ThirdPartyDNRole destination
EventRinging
ThisDN DN2
OtherDN DN1
CallState forwarded
EventEstablished
ThisDN DN2
OtherDN DN1
CallState ok
354 Framework 7.6
Chapter
16
Connecting GVP:EE 6.5.5 to
Alcatel A4400/OXE
This chapter describes how to set up and configure Dialogic to be connected to the Alcatel A4400 PBX using the OPS-FX protocol. It includes the following sections:
Dialogic Configuration for DMV Cards, page 357
Dialogic Configuration for JCT-E1 Cards, page 362
PBX Configuration
This section describes board configuration in the PBX.
Interface Settings
Defining Interface
Protocols
The board is actually a PCM2 card which must be configured as an IVR Z30 interface. This is also the interface type that is used to connect the Alcatel IVR
(4625 CCIVR). Note that the protocol setting is
OPS-FX
. There are only two possible values for this setting:
•
None
•
OPS-FX
With value
None,
there is no protocol on this trunk at all.
It is possible to create the board with no protocol, then later activate the protocol. However, in this case, channels 16–30 will not work. This means that the
OPS-FX protocol must be defined when the card is first created in the PBX.
The fields that you must configure are described in Figure 31 on page 356 .
On the PBX, this dialog is located at: mgr/Shelf/Descend hierarchy/Review_Modify
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Figure 31: PCM2 Card Configuration
Device Configuration
Figure 32 on page 357 shows configuration of one of the devices associated
with one of the 30 channels on the trunk. This is the DN that is monitored by
T-Server, and that enables this trunk to be used line-side. This is the only trunk type for which this configuration is possible.
Note the following:
•
The shelf and board addresses correspond to the PCM board.
•
The
Equipment Address
is
1,
so this device is associated with the first of the 30 channels on this trunk.
•
Option
ACD Station
should be set to:
No if using Hunting Groups or URS to distribute calls to GVP ports.
Ivr
if using the ACD to distribute calls to GVP ports (IVR Processing
Group).
•
Option
Z IVR
is set to true
.
Other than these options, leave everything else with its default value.
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Figure 32: Device Configuration Dialog
Dialogic Configuration for DMV Cards
This section describes how to modify configuration files correctly.
The FCD File
File Location
The FCD file is found at:
C:\Program Files\Dialogic\data\ml2_dsa_r2mf.config
( dsa indicates dual span cards, and qsa indicates quad span cards).
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File Configuration
In the
[lineAdmin.1] section, set the following parameters, and repeat for
[lineAdmin.2]
(and
3
and
4
in the case of a quad span card).
File Output
SetParm=0x1601,2 ! LineType (dsx1_E1=2, dsx1_E1_CRC=3)
SetParm=0x1602,4 ! SignalingType (CAS=4, CCS=5, Clear=6)
SetParm=0x1603,9 ! Coding (AMI=8, HDB3=9)
Save the file, then, at the command line, change directory to
C:\Program
Files\Dialogic\data\
and run the following command: fcdgen ml2_dsa_r2mf.config
.
The output should look like the following: fcdgen Version 1.00 Beta 7 Build: 01
Copyright (c) Dialogic Corporation 2000
Building ml2_dsa_r2mf.fcd from ml2_dsa_r2mf.config
This generates the file ml2_dsa_r2mf.fcd
The CDP File
File Location
File Configuration
The CDP file is found at:
C:\Program Files\Dialogic\cfg\pdk_sw_e1_ac4400_io.cdp
This is the protocol variant definition. Do not use the original file that is delivered with the Dialogic Global Call Package, because it is not suitable without the following modifications:
The CAS Line Signals section should look as follows:
All CAS_SIGNAL_TRANS_t CAS_OFFHOOK = 0101,1101,50,50,0,80
All CAS_SIGNAL_TRANS_t CAS_ONHOOK = 1101,0101,50,250,0,300
All CAS_SIGNAL_TRANS_t CAS_RING_APPLIED = 0101,0001,50,50,0,80
All CAS_SIGNAL_TRANS_t CAS_RING_STOPPED = 0001,0101,50,50,0,80
All CAS_SIGNAL_PULSE_t CAS_HOOKFLASH =
1101,0101,20,20,50,50,180,200,220
All CAS_SIGNAL_PULSE_t CAS_DISC = 0101,1101,20,20,50,50,100,500,1000
The line
SYS_FEATURES
definition should look as follows ( feature_DNIS
must not be present):
All CHARSTRING_t
SYS_FEATURES="feature_hold,feature_transfer,feature_outbound,feature_in bound"
The PDK.CFG File
File Location
File Configuration
The CDP file is found at:
C:\Program Files\Dialogic\cfg\pdk.cfg
If the file does not exist, you must create it.
This file should contain one line per board with the following text:
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Chapter 16: Connecting GVP:EE 6.5.5 to Alcatel A4400/OXE Dialogic Configuration for DMV Cards board 0 fcdfile ml2_dsa_r2mf.fcd pcdfile ml2_dsa_r2mf.pcd variant pdk_sw_e1_ac4400_io.cdp
Save the file and then run the following command from the command line: pdkmanagerregsetup add.
Dialogic Configuration Manager
Open the Dialogic Configuration Manager GUI, and make sure that the following parameters are set correctly on the
Misc.
tab:
FCDFileName = ml2_dsa_r2mf.fcd
PCDFileName = ml2_dsa_r2mf.pcd
If you need to change these values, stop the Dialogic card first.
You are now ready to start the Dialogic card
Troubleshooting
The following sections desribe how to diagnose and solve common problems.
Using the Line Admin Tool
The
Line Admin
tool allows you to see the status of the trunk from the Dialogic side. The
Line Admin
tool has the following parameters:
-board <n>
: Board number (required). Use the
Listboards
utility to obtain the board number.
For example, to see the status of board
0
, use command lineadmin -board 0
. A
screen like the one shown in Figure 33 will appear. (Only line
1
is active in this example.)
Figure 33: LineAdmin Board Dialog
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Creating Traces on the PBX
Log in as user
mtch
(this will not work if you use mtcl
).
Run the following commands: tuner km
Kills the mtracer
process if it is already running mtracer & tuner at
Starts the mtracer
Activates traces
process in the background debug_cpl <Shelf> <board> "entrscpu"
; Activates traces;
<board> and
<shelf>
must correspond to your PCM2 board.
When you have finished tracing, use tuner km to stop the trace program again.
A typical trace will look as follows:
OPS_FX : Outcall detecté ...
Z30 : AUTCALL ( 37) Term 1 Etat 0004->0006 RON 0005 TRON 0001 EVT
00F1
--- cut ---
OPS_FX : FIN_SONNE detecte ...
Z30 : AUTCALL ( 37) Term 1 Etat 0006->0004 RON 0005 TRON 0005 EVT
00F2
You ca see that when a call arrives, the state changes from
0004
to
0006,
and changes back when the call is dropped (
0006
to
0004
).
Using the Telera TMTstApp Application
You can use the Telera
TMTstApp
application to test your configuration, and it enables you to make and receive calls. Note that it should not be run in parallel with WatchDog.
In the \cn\config directory, open the file TestApp.ini
and make sure that the the configuration matches what you have in the pop.ini file (POP Gateway ini
file). The important sections in the pop.ini file are:
•
[Popgateway1]
•
[popgateway1_route1]
•
[popgateway1_route2]
To run the application use the following command line: cd \cn\bin tmtstapp dialogicmgrsr511.dll
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Using the Dialogic tsptrace Utility
The Dialogic tsptrace
diagnostic utility shows the CAS signaling that is seen by Dialogic on the trunk.
The
tsptrace
utility has the following parameters:
-board <n>
-line <n>
-chan <n>
Board number (required). Use the Listboards utility to obtain the board number.
Line number (optional, default is
1
).
Channel number (optional, default is
1
).
Example
tsptrace -board 0
You can change the line and channel once the program has been started.
If this utility is started when no other application is connected to Dialogic
(such as Watchdog,
G_Call,
or
TMTstApp
, nothing will be seen in the trace because tsprtace
does not open the channels (it does not call gc_open
).
Therefore
,
you should use tsptrace
in parallel with another application.
Symptom
Trunk Signaling Problem—Trunk Active But Nothing
Happens
The trunk seems to be active (the lineadmin
utility shows a green light, and it is possible to call the devices associated with the trunk channels), but Dialogic does not detect any call arriving. tsptrace
does not show any state change when a call arrives. Also, the PBX trace shows a call, but the state is not changed (the new state is same as old state). For example:
OPS_FX : Outcall detecté ...
Z30 : AUTCALL ( 229) Term 1 Etat 0005->0005 RON 000D TRON 0005 EVT
00F1
--- cut ---
OPS_FX : FIN_SONNE detecte ...
Z30 : AUTCALL ( 229) Term 1 Etat 0005->0005 RON 000D TRON 0005 EVT
00F2
Solution
In this case, the problem is that Dialogic is configured with the wrong variant.
Make sure that the pdk.cfg
file is configured correctly, and that you run the pdkmanagerregsetup add command. Then restart the Dialogic card.
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Symptom
Trunk Signaling Problem—Channels 16–30 Do Not
Work
•
Channels 1–15 work but channels 16–30 do not.
•
When using the dialogic lineadmin
tool, there is a blue alarm on TS16 (see
).
Figure 34: LineAdmin Board—TS16 Alarm Status
Solution
The board was initially created with option
IVR Protocol
set to
None
, but then was subsequently changed to OPS-FX Protocol . To solve this problem, delete all the devices associated with the trunk channels and then delete the board.
Then, recreate the board from scratch, making sure that option
IVR Protocol
is set to value
OPS-FX Protocol before the configuration is applied the first time.
Dialogic Configuration for JCT-E1 Cards
This section describes the additional steps you must take to configure Dialogic and GVP to connect to the Alcatel A4400/OXE PBX using Dialogic JCT cards, after the standard Dialogic drivers have been installed.
Upgrade to Global Call Protocols Package 4.1
The standard Dialogic installation from Dialogic CD is not able to work correctly with the A4400 PBX. Therefore, after completing the Dialogic CD install, you must uninstall the Global Calls protocols Package 4.0 that is delivered as standard, and replace it with Global Calls protocols Package 4.1 which can be downloaded from the Intel website: http://resource.intel.com/telecom/support/releases/protocols/GCProtocol s41/index.htm
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Install PTR 27176
In some cases, the server freezes when Dialogic Configuration Manager is started the first time when using JCT Cards. To prevent this from happening, you must install Dialogic PTR 27176, which can be downloaded from the Intel website: http://membersresource.intel.com/search/ptrs/display.asp?27176
Dialogic Configuration Manager Settings
You must configure the following board settings in the Dialogic Configuration
Manager:
•
FirmwareFile
—Use the default value
•
FirmwareFile2
—Use the default value
•
ParameterFile
— fr_300.prm
•
ParameterFile2
— fr_300.prm
Figure 35: Dialogic Configuration Manager Settings
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To change the board from
Mu-Law
(default) to
A-Law,
you must make a change in the TDM Bus configuration. This is not done on the TDM Bus Configuration tab of the board configuration. It must be done in the
TDM Bus / Bus 0
branch
of the DCM main window. See Figure 36
.
Figure 36: TDM Bus Configuration
Select
Bus-0
from this tree. The dialog shown in
is displayed.
364
Figure 37: Properties for Bus-0
Ensure that Media Type (User Defined) has the value ALaw.
Framework 7.6
Chapter 16: Connecting GVP:EE 6.5.5 to Alcatel A4400/OXE Dialogic Configuration for JCT-E1 Cards
Adapt the Protocol File to Work with A4400
File Location
File Modifications
The protocol file is located at:
C:\Program Files\Dialogic\cfg\pdk_sw_e1_ac4400_io.cdp
This is the protocol variant definition.
Do not use the original file that is delivered with the Dialogic Global Call
Package, because it is not suitable without the following modifications:
The
CAS Line Signals
section should look as follows:
All CAS_SIGNAL_TRANS_t CAS_OFFHOOK = 0101,1101,50,50,0,80
All CAS_SIGNAL_TRANS_t CAS_ONHOOK = 1101,0101,50,250,0,300
All CAS_SIGNAL_TRANS_t CAS_RING_APPLIED = 0101,0001,50,50,0,80
All CAS_SIGNAL_TRANS_t CAS_RING_STOPPED = 0001,0101,50,50,0,80
All CAS_SIGNAL_PULSE_t CAS_HOOKFLASH =
1101,0101,20,20,50,50,180,200,220
All CAS_SIGNAL_PULSE_t CAS_DISC = 0101,1101,20,20,50,50,100,500,1000
Note:
The timing information for some signals has been modified compared to the definition given previously for GVP 6.5.3/4, so make sure that this information is entered correctly.
Defining the Protocol File To Be Used In GVP
When using JCT cards the protocol file to be used is defined in VPM.
In the menu system on the VPM main page select:
VCS Configuration->{hostname}->ServerConfiguration.
On this page set the following parameters:
[popgateway1
/ route1] Signalling Type
—
E1-CAS
[popgateway1 / route1] T1rb Protocol File — pdk_sw_e1_ac4400_io
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366 Framework 7.6
Chapter
17
Troubleshooting
This chapter describes how to resolve some common problems. It contains these sections:
Troubleshooting Procedures, page 367
Troubleshooting Procedures
Procedures for troubleshooting CSTA licenses, CPU usage problems, CSTA protocol errors, network issues and timer issue are described in this chapter.
CSTA Licenses
Procedure:
Checking the Number of CSTA Licenses Available
Start of procedure
1. Telnet to the PBX and type spadmin.
2. In the menu, select option
1
—
Display current counters
to display all the licences available.
End of procedure
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Procedure:
Checking the Number of CSTA Licenses Used
Start of procedure
1. Telnet to the PBX and login as user mtch.
2. Type cstainfo.
The output shows each server connected to the CSTA link, and information about which devices are monitored by each. The last line of the output shows the total number of CSTA licenses used; for example, number of monitoring request = 176.
End of procedure
CPU Usage
Procedure:
Analyzing 100 Percent CPU Usage
Purpose: To discover what process is causing 100% CPU usage.
Start of procedure
1. Telnet to the Alcatel A4400 and type ps -edf
.
2. Wait 5 seconds and run the command again. You can identify the process that is causing the high CPU usage by comparing the two outputs. The process that usually causes the CPU usage is main_afe .
3. Pass this information to the switch administrator for further action.
Note:
The ps -edf command shows the accumulated amount of CPU time that the process has used since it was started.
End of procedure
Procedure:
Monitoring CPU Load
Purpose: To monitor the actual amount of CPU time load.
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Start of procedure
1. Telnet to the PBX.
2. Type pidle 3 5.
(This will show the %CPU load five times at 3-second intervals. You can change the parameters to suit your needs.)
The output should resemble the following:
4
5
2
3
Count Time CPU Load
1 3.103 3.319 %
3.086 2.786 %
3.095 3.069 %
3.135 4.306 %
3.108 3.474 %
CPU Free
96.681 %
97.214 %
96.931 %
95.694 %
96.526 %
3. Monitor the CPU usage to make sure that it is not overloaded.
4. If you are worried about CPU usage, then run the ps -edf
command several times.
End of procedure
CSTA Protocol Errors
There are numerous causes of CSTA protocol errors.
Note:
One possible cause for a protocol error is that the network interface on the PBX has not been isolated. See
for more information.
Procedure:
Identifying CSTA protocol errors
Purpose: To capture information that will help you identify the causes of
CSTA protocol errors.
Start of procedure
1. Telnet to the Alcatel A4400.
2. Type the command excvisu.
End of procedure
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Network Issues
It is an Alcatel requirement that the CTI link be isolated on the network. If you fail to do this, the PBX network interface receives network broadcast messages, which can cause problems for the CSTA interface.
Procedure:
Identifying whether CTI link is isolated
Start of procedure
1. Telnet to the Alcatel A4400 and type incvisu.
Note:
The Alcatel A4400 keeps information for up to three restarts (or
CPU switchovers in a multi-CPU environment). To output this information, use the commands incvisu -1, incvisu -2, incvisu
-3.
Note that not all versions of the Alcatel A4400 support three restarts; some only support two.
2. Check the output for the following message by searching with the keyword
Ethernet:
25/01/01 12:01:02 000001M|--/--/-/---|=3:1566=Desactivation reception broadcast
Ethernet ; trafic broadcast trop dense
3. If this message is present, your network administrator must isolate the CTI link; for example, by using two Ethernet cards in the machine where
T-Server is running. In this case, one Ethernet card is used for T-Server client connections and the other for the CTI link to the Alcatel A4400.
End of procedure
Timer Issues
Timer 42 controls how long after a call is established that a consultation call can be made. If transfers or conferences are failing, this timer may be set for
too long a period. See “Configuring Switch Timers” on page 143 for more
information on how to set this timer.
370 Framework 7.6
Index
A
Access Code configuration
. . . . . . . . . . . . . . . . 110
defined
. . . . . . . . . . . . . . . . . 48
accode-data configuration options
accode-name configuration options
accode-privateservice configuration options
ACD Listening button
ack-on-noevt configuration options
ADDP
. . . . . . . . . . . . . . . . . . . . . 64
addp-remote-timeout common configuration option
addp-timeout common configuration option
addp-trace common configuration option
Advanced Disconnect Detection Protocol
agent answer supervision
agent features agent substitution
smart monitoring
. . . . . . . . . . . . . . 154
agent login
. . . . . . . . . . . . . . . . . . 146
Agent Login objects
agent no-answer supervision
agent reservation
CCO functionality
defined
. . . . . . . . . . . . . . . . . . . . 36
agent substitution
. . . . . . . . . . . . . . 155
agent-no-answer-action configuration options
agent-no-answer-overflow configuration options
agent-no-answer-timeout configuration options
agent-pause-time configuration options
Agent-Reservation section common configuration options
agents configuring
. . . . . . . . . . . . . . . . 145
PBX
. . . . . . . . . . . . . . . . . . . . 148
preassigned and supervisor
agent-smart-monitor configuration options
agent-state-evt-tout configuration options
agent-state-trans-type configuration options
agent-strict-id configuration options
agent-substitute configuration options
agent-trans-nra-code all configuration options
common log option
allow-20-announ configuration options
ANI
. . . . . . . . . . . . . . . . . . . . . . . 75
ani-distribution common configuration option
annex tab configuration options
annex tab options no-answer-action
no-answer-overflow
no-answer-timeout
announcements
. . . . . . . . . . . . . . . 326
app command line parameter
Application objects multi-site operation
audience defining
. . . . . . . . . . . . . . . . . . . 16
automatic camp-on
auto-originate configuration options
T-Server—Deployment Guide 371
Index auto-originate-enable configuration options
auto-transfer-to-route
configuration options
B background-processing common configuration option
background-timeout common configuration option
backup servers
. . . . . . . . . . . . . . . . 55
backup-sync configuration section
Backup-Synchronization section common configuration options
buffering common log option
business calls interrupting agent wrap-up time
wrap-up time for CCD agents
C call parking
. . . . . . . . . . . . . . . . . . 351
call progress detection
CCO functionality
call unparking
. . . . . . . . . . . . . . . . 351
callback-dn configuration options
Call-Cleanup section common configuration options
camp-on
. . . . . . . . . . . . . . . . . . . 347
cast-type common configuration option
T-Server common options
CCO functionality agent reservation
call progress detection
Voice Activity Detection
CDN
. . . . . . . . . . . . . . . . . . . . . 81
changes from 7.5 to 7.6
common configuration options
configuration options
chapter summaries defining
. . . . . . . . . . . . . . . . . . . 17
checking Voice Guides
check-point common log option
check-tenant-profile common configuration option
clean-failed-consult configuration options
clean-failed-to-pilot configuration options
cleanup-idle-tout common configuration option
Code property
. . . . . . . . . . . . . . 110
cof-ci-defer-create common configuration option
T-Server common options
cof-ci-defer-delete common configuration option
T-Server common options
cof-ci-req-tout common configuration option
T-Server common options
cof-ci-wait-all common configuration option
T-Server common options
cof-feature common configuration option
T-Server common options
cof-rci-tout common configuration option
T-Server common options
collect DTMF digits
command line parameters
app
. . . . . . . . . . . . . . . . . . . . 121
host
. . . . . . . . . . . . . . . . . . . . 121
l
. . . . . . . . . . . . . . . . . . . . . . 122
lmspath
. . . . . . . . . . . . . . . . . . 122
nco X/Y
. . . . . . . . . . . . . . . . . . 122
port
. . . . . . . . . . . . . . . . . . . . 121
V
. . . . . . . . . . . . . . . . . . . . . 122
commenting on this document
common configuration options
addp-remote-timeout
addp-timeout
. . . . . . . . . . . . . . . 266
addp-trace
. . . . . . . . . . . . . . . . . 267
Agent-Reservation section
ani-distribution
. . . . . . . . . . . . . . 248
background-processing
background-timeout
Backup-Synchronization section
Call-Cleanup section
cast-type
. . . . . . . . . . . . . . . . . 258
changes from 7.5 to 7.6
check-tenant-profile
cleanup-idle-tout
cof-ci-defer-create
cof-ci-defer-delete
cof-ci-req-tout
. . . . . . . . . . . . . . . 263
cof-ci-wait-all
. . . . . . . . . . . . . . . 264
cof-feature
. . . . . . . . . . . . . . . . 264
cof-rci-tout
. . . . . . . . . . . . . . . . . 264
common section
compatibility-port
consult-user-data
customer-id
. . . . . . . . . . . . . . . . 250
default-dn
. . . . . . . . . . . . . . . . . 259
372 Framework 7.6
Index direct-digits-key
. . . . . . . . . . . . . . 259
dn-for-unexpected-calls
enable-async-dns
event-propagation
inbound-translator-<n>
License section
local-node-id
. . . . . . . . . . . . . . . . 264
log section
. . . . . . . . . . . . . . .226
log-extended section
log-filter section
. . . . . . . . . . . . . . 242
log-filter-data section
log-trace-flags
. . . . . . . . . . . . . . . 251
management-port
mandatory
. . . . . . . . . . . . . . . . . 226
match-call-once
. . . . . . . . . . . . . . 257
merged-user-data
Multi-Site Support section
network-request-timeout
notify-idle-tout
. . . . . . . . . . . . . . . 268
num-of-licenses
. . . . . . . . . . . . . . 253
num-sdn-licenses
periodic-check-tout
protocol
. . . . . . . . . . . . . . . . . . 267
rebind-delay
. . . . . . . . . . . . . . . . 244
reconnect-tout
. . . . . . . . . . . . . . . 257
register-attempts
register-tout
. . . . . . . . . . . . . . . . 260
reject-subsequent-request
report-connid-changes
request-collection-time
request-tout
. . . . . . . . . . . . . . . . 260
reservation-time
. . . . . . . . . . . . . . 256
resource-allocation-mode
resource-load-maximum
route-dn
. . . . . . . . . . . . . . . . . . 261
rule-<n>
. . . . . . . . . . . . . . . . . . 265
Security section
. . . . . . . . . . . . . . 269
server-id
. . . . . . . . . . . . . . . . . . 252
setting
. . . . . . . . . . . . . . . . .225
sync-reconnect-tout
tcs-queue
. . . . . . . . . . . . . . . . . 262
tcs-use
. . . . . . . . . . . . . . . . . . . 262
timeout
. . . . . . . . . . . . . . . . . . . 262
timeout value format
Translation Rules section
T-Server section
use-data-from
. . . . . . . . . . . . . . . 258
use-implicit-access-numbers
user-data-limit
. . . . . . . . . . . . . . . 252
common log options
all
. . . . . . . . . . . . . . . . . . . . . 233
buffering
. . . . . . . . . . . . . . . . . . 227
check-point
. . . . . . . . . . . . . . . . 230
compatible-output-priority
debug
. . . . . . . . . . . . . . . . . . . 235
default-filter-type
. . . . . . . . . . . . . . 242
expire
. . . . . . . . . . . . . . . . . . . 227
interaction
. . . . . . . . . . . . . . . . . 234
keep-startup-file
. . . . . . . . . . . . . . 228
<key name>
. . . . . . . . . . . . . . . . 243
level-reassign-<eventID>
level-reassign-disable
log section
. . . . . . . . . . . . . . 226
log-extended section
log-filter section
. . . . . . . . . . . . . . 242
log-filter-data section
mandatory options
memory
. . . . . . . . . . . . . . . . . . 231
memory-storage-size
message_format
messagefile
. . . . . . . . . . . . . . . . 228
print-attributes
. . . . . . . . . . . . . . . 230
segment
. . . . . . . . . . . . . . . . . . 227
setting
. . . . . . . . . . . . . . . . . . . 225
spool
. . . . . . . . . . . . . . . . . . . 231
standard
. . . . . . . . . . . . . . . . . . 233
time_convert
. . . . . . . . . . . . . . . 229
time_format
. . . . . . . . . . . . . . . . 230
trace
. . . . . . . . . . . . . . . . . . . . 234
verbose
. . . . . . . . . . . . . . . . . . 226
x-conn-debug-all
x-conn-debug-api
x-conn-debug-dns
x-conn-debug-open
x-conn-debug-security
x-conn-debug-select
x-conn-debug-timers
x-conn-debug-write
common options common log options
common section
mandatory options
common section common options
compatibility-port common configuration option
compatible-output-priority common log option
configuration devices snapshot-on-start
Configuration Manager configuring T-Server
multiple ports
. . . . . . . . . . . . . . 51
configuration options accode-data
. . . . . . . . . . . . . . . . 292
accode-name
. . . . . . . . . . . . . . . 293
accode-privateservice
ack-on-noevt
. . . . . . . . . . . . . . . 282
agent answer supervision
agent-no-answer-action
agent-no-answer-overflow
agent-no-answer-timeout
T-Server—Deployment Guide 373
Index agent-pause-time
agent-smart-monitor
agent-state-evt-tout
agent-state-trans-type
agent-strict-id
. . . . . . . . . . . . . . . 277
agent-substitute
agent-trans-nra-code
allow-20-announ
. . . . . . . . . . . . . . 291
auto-originate
. . . . . . . . . . . . . . . 273
auto-originate-enable
auto-transfer-to-route
backup T-Server
. . . . . . . . . . . . . . 307
callback-dn
. . . . . . . . . . . . . . . . 292
changes from 7.5 to 7.6
clean-failed-consult
clean-failed-to-pilot
common log options
common options
configuration options snapshot-mon-opt
convert-otherdn
correct-connid
. . . . . . . . . . . . . . . 291
correct-rqid
. . . . . . . . . . . . . . . . 291
cwk-in-idle-force-ready
def-acr-eval-level
def-acr-status
. . . . . . . . . . . . . . . 279
dn-for-undesired-calls
emu-redir-accode
emu-redir-enable
emu-redir-handover-tout
expire-call-tout
. . . . . . . . . . . . . . . 295
extdn-bck-compat
extn-no-answer-action
extn-no-answer-overflow
failed-call-rls-dly
. . . . . . . . . . . . . . 293
force-long-eqid
. . . . . . . . . . . . . . 295
full-linktrace
. . . . . . . . . . . . . . . . 300
ha-sync-dly-lnk-conn
headset-mode
. . . . . . . . . . . . . . . 274
hostname (removed)
imm-trf-route-external
inbound-bsns-calls
inhibit-hold-tone
. . . . . . . . . . . . . . 273
inhibit-progress-tone
internal-bsns-calls
lang-def
. . . . . . . . . . . . . . . . . . 301
lang-nn
. . . . . . . . . . . . . . . . . . 301
legal-guard-acw
. . . . . . . . . . . . . . 277
legal-guard-reason
legal-guard-time
link-n-name
. . . . . . . . . . . . . . . . 281
log-ctrl
. . . . . . . . . . . . . . . . . . . 281
mandatory common
. . . . . . . . . . . . . . . . 226
max-outstanding
. . . . . . . . . . . . . . 300
max-pred-req-delay
min-route-dly
. . . . . . . . . . . . . . . 291
min-xfer-complete-dly
min-xfer-init-dly
. . . . . . . . . . . . . . 290
nas-private
. . . . . . . . . . . . . . . . 290
no-answer supervision
notrdy-bsns-cl-force-rdy
outbound-bsns-calls
participation-type
password-separator
pcm-port-rls-dly
. . . . . . . . . . . . . . 285
port (removed)
. . . . . . . . . . . . . . 298
posn-no-answer-overflow
posn-no-answer-timeout
prd-dist-call-ans-time
predictive-delay-time
prioritary-transfer
protocol (removed)
quiet-cleanup
. . . . . . . . . . . . . . . 299
quiet-startup
. . . . . . . . . . . . . . . . 300
real-agent-pause-time
release-alerted-calls
report-emul-wait-info
restart-cleanup-dly
restart-cleanup-limit
restart-period
. . . . . . . . . . . . . . . 299
retain-call-tout
. . . . . . . . . . . . . . . 294
route-handover-timeout
route-no-answer-timeout
route-request-attempts
routing scenarios
rq-expire-tout
. . . . . . . . . . . . . . . 299
rq-gap
. . . . . . . . . . . . . . . . . . . 299
rsi-remain-retry
. . . . . . . . . . . . . . 282
rsi-report-xfer
. . . . . . . . . . . . . . . 283
rsi-reroute-auth
. . . . . . . . . . . . . . 283
rsi-xfer-tout
. . . . . . . . . . . . . . . . 284
setting common
. . . . . . . . . . . . . . . . 225
snapshot-interval
super-queue
. . . . . . . . . . . . . . . 275
supervised-route
supervised-route-timeout
supervised-transfer
supervisor-call
. . . . . . . . . . . . . . 274
supervisor-call-enable
supervisor-step-in
switchover-back-compat
switchover-grace-tout
timed-acw-in-idle
timed-cwk-in-idle
unknown-bsns-calls
unknown-xfer-merge-udata
wrap-up-time
. . . . . . . . . . . . . . . 276
configuring
. . . . . . . . . . . . . . . . . . 148
GPA board
. . . . . . . . . . . . . . . . 335
374 Framework 7.6
Index high availability
T-Server
. . . . . . . . . . . . . . .63
multi-site operation
steps
. . . . . . . . . . . . . . . . . . 107
T-Server
. . . . . . . . . . . . . . . . . . . 50
multiple ports
. . . . . . . . . . . . . . 51
Configuring agents
. . . . . . . . . . . . . . 145
Configuring extensions
consult-user-data common configuration option
convert-otherdn configuration options
correct-connid configuration options
correct-rqid configuration options
correlator data
,
CPU usage monitoring load
. . . . . . . . . . . . . . 368
CSTA protocol errors
CTI-Supported Functionality for SIP Extensions
.
customer-id common configuration option
cwk-in-idle-force-ready configuration options
emulated agents
. . . . . . . . . . . . . . 165
D debug common log option
def-acr-eval-level configuration options
def-acr-status configuration options
Default Access Code configuration
. . . . . . . . . . . . . . . . 109
defined
. . . . . . . . . . . . . . . . . . . 109
default-dn common configuration option
default-filter-type common log option
destination location
. . . . . . . . . . . . . . 69
destination T-Server
direct-ani
ISCC transaction type
direct-callid
ISCC transaction type
direct-digits transaction type
. . . . . . . . . . . . . . . 83
direct-digits-key common configuration option
direct-network-callid
ISCC transaction type
,
direct-notoken
ISCC transaction type
direct-uui
ISCC transaction type
DN objects
. . . . . . . . . . . . . . . . . . . 49
dn-for-undesired-calls configuration options
dn-for-unexpected-calls common configuration option
dnis-pool in load-balancing mode
ISCC transaction type
DNs configuring for multi-sites
document conventions
. . . . . . . . . . . . . . . . . 19
errors, commenting on
version number
. . . . . . . . . . . . . . . 19
DTMF digits
. . . . . . . . . . . . . . . . . 324
E emulated agents
agent-strict-id
. . . . . . . . . . . . . . . 277
cwk-in-idle-force-ready
inbound-bsns-calls
legal-guard-time
. . . . . . . . . . . . . . 165
outbound-bsns-calls
timed-acw-in-idle
timed-cwk-in-idle
emulated RPs failure scenarios
routing consultation calls
routing to external destinations
supervised routing to CCD pilots
emulated supervised routing supervised-route-timeout
emu-redir-accode configuration options
emu-redir-enable configuration options
emu-redir-handover-tout configuration options
enable-async-dns common configuration option
Error Messages
T-Server for Alcatel A4400
Event Propagation defined
. . . . . . . . . . . . . . . . . . 101
EventAttachedDataChanged
event-propagation common configuration option
expire common log option
expire-call-tout configuration options
T-Server—Deployment Guide 375
Index extdn-bck-compat configuration options
extension filtering
. . . . . . . . . . . . . . . 210
extension no-answer supervision
extensions configuring
. . . . . . . . . . . . . . . . . 144
Extensions in requests withdrawal type
. . . . . . . . . . . . . . 153
External Call Handling
activating
. . . . . . . . . . . . . . . . . 215
external routing
. . . . . . . . . . . . . . . . 213
strategies
. . . . . . . . . . . . . . . . . 213
Ext-Filter Section configuration options
extn-no-answer-action
extn-no-answer-overflow configuration options
extrouter configuration section
F failed-call-rls-dly configuration options
figures hot standby redundancy
Multiple-to-Point mode
Point-to-Point mode
steps in ISCC/Call Overflow
force-long-eqid configuration options
full-linktrace configuration options
G
GCM
. . . . . . . . . . . . . . . . . . . . . 347
Genesys Call Model
GPA board
. . . . . . . . . . . . . . . . . . 340
configuring
. . . . . . . . . . . . . . . . . 335
H
HA
HA configuration
HA Proxy starting
. . . . . . . . . . . . . . . . .128
ha-sync-dly-lnk-conn configuration options
headset-mode configuration options
high-availability environment
. . . . . . . . . . . . . . . . 307
high-availability configuration
host command line parameter
hostname (removed) configuration options
hot standby
. . . . . . . . . . . . . . . . 33
defined
. . . . . . . . . . . . . . . . . . . 33
figure
. . . . . . . . . . . . . . . . . . . . 58
T-Server configuration
hot standby HA synchronization
I imm-trf-route-external
configuration options
inbound-bsns-calls configuration options
emulated agents
inbound-translator-<n> common configuration option
inhibit-hold-tone configuration options
inhibit-progress-tone configuration options
integrating routing points in the CCD
Inter Server Call Control
–
Inter Server Call Control/Call Overflow
interaction common log option
internal-bsns-calls configuration options
ISCC
. . . . . . . . . . . . . . . . . . . . . 213
destination T-Server
origination T-Server
ISCC strategies
. . . . . . . . . . . . . . . 213
ISCC transaction types
direct-ani
. . . . . . . . . . . . . . . . 75
direct-callid
. . . . . . . . . . . . . . . 76
direct-digits
. . . . . . . . . . . . . . . . . 83
direct-network-callid
,
direct-notoken
. . . . . . . . . . . . . . 78
direct-uui
. . . . . . . . . . . . . . . . 77
dnis-pool
. . . . . . . . . . . . . . . . 78
in load-balancing mode
pullback
. . . . . . . . . . . . . . . . . 80
reroute
. . . . . . . . . . . . . . . . . 80
route
. . . . . . . . . . . . . . . . . . 81
route-uui
. . . . . . . . . . . . . . . . . . 82
supported
. . . . . . . . . . . . . . . . . . 83
ISCC/Call Overflow
ISCC/COF supported
. . . . . . . . . . . . . . . . . . 88
iscc-xaction-type
. . . . . . . . . . . . . . . . 71
376 Framework 7.6
Index
K keep-startup-file common log option
<key name> common log option
Known Limitations
L l command line parameter
lang-def configuration options
Lang-Map Section configuration options
lang-nn configuration options
language mapping
. . . . . . . . . . . . . . 328
languages treatment
. . . . . . . . . . . . . . . . . 328
legal-guard-acw configuration options
legal-guard-reason configuration options
legal-guard-time configuration options
emulated agents
. . . . . . . . . . . . . . 165
level-reassign-<eventID> common log option
level-reassign-disable common log option
License section common configuration options
link-n-name configuration options
Link-tcp Section configuration options
lmspath command line parameter
local-node-id common configuration option
location parameter
. . . . . . . . . . . . . . 70
log configuration options
log section common log options
log-ctrl configuration options
log-extended section common log options
log-filter section common log options
log-filter-data section common log options
log-trace-flags common configuration option
M magic ID
. . . . . . . . . . . . . . . . . . . 212
Management Layer
. . . . . . . . . . . . . . 44
management-port common configuration option
Mandatory Options configuration options
mandatory options common configuration options
match-call-once common configuration option
max-outstanding configuration options
max-pred-req-delay configuration options
Media Layer
. . . . . . . . . . . . . . . . . . 44
memory common log option
memory-storage-size common log option
merged-user-data common configuration option
message_format common log option
messagefile common log option
min-route-dly configuration options
min-xfer-complete-dly configuration options
min-xfer-init-dly configuration options
Multiple-to-One mode
Multiple-to-Point mode
Multi-Site Support section common configuration options
mutual aid queue
. . . . . . . . . . . . . . 316
N nas-private configuration options
NAT/C feature
. . . . . . . . . . . . . . . . . 99
nco X/Y command line parameter
network attended transfer/conference
Network issues
. . . . . . . . . . . . . . . . 370
network objects
. . . . . . . . . . . . . . . . 44
network-request-timeout common configuration option
no-answer supervision
,
agents
. . . . . . . . . . . . . . . . . . . 162
device-specific overrides
extensions
. . . . . . . . . . . . . . . . 162
overrides for individual calls
T-Server—Deployment Guide 377
Index positions
. . . . . . . . . . . . . . . . . . 163
no-answer-action annex tab options
no-answer-overflow annex tab options
no-answer-timeout annex tab options
notify-idle-tout common configuration option
notrdy-bsns-cl-force-rdy configuration options
Number Translation feature
number translation rules
num-of-licenses common configuration option
num-sdn-licenses common configuration option
O objects
Agent Logins
. . . . . . . . . . . . . . . . 49
DNs
. . . . . . . . . . . . . . . . . . . . . 49
network
. . . . . . . . . . . . . . . . . . . 44
Switches
. . . . . . . . . . . . . . . . . . . 48
Switching Offices
. . . . . . . . . . . . . . 48
telephony
. . . . . . . . . . . . . . . . . . 44
One-to-One mode
. . . . . . . . . . . . . . 81
origination location
. . . . . . . . . . . . . . 69
origination T-Server
outbound-bsns-calls configuration options
emulated agents
. . . . . . . . . . . . . . 166
P park/unpark
. . . . . . . . . . . . . . . . . . 351
participation-type configuration options
password-separator configuration options
pcm-port-rls-dly configuration options
periodic-check-tout common configuration option
play announcements
Point-to-Point mode
port command line parameter
port (removed) configuration options
position no-answer supervision
posn-no-answer-overflow configuration options
posn-no-answer-timeout configuration options
prd-dist-ans-call-time
prd-dist-call-ans-time configuration options
predictive dialing
. . . . . . . . . . . . . . . 177
call distribution time
configuring initiating and transferring calls
configuring OCS
predictive-delay-time configuration options
predictive-time-delay
primary servers
. . . . . . . . . . . . . . . . 55
print-attributes common log option
prioritary-transfer configuration options
private services and events
protocol common configuration option
protocol (removed) configuration options
pullback
ISCC transaction type
Q quiet-cleanup configuration options
quiet-startup configuration options
R real-agent-pause-time configuration options
reasons keys
. . . . . . . . . . . . . . . . . 213
rebind-delay common configuration option
reconnect-tout common configuration option
recordable Voice Guides
redundancy hot standby
. . . . . . . . . . . . . . . 33
warm standby
. . . . . . . . . . . . . . 33
redundancy types
hot standby
. . . . . . . . . . . . . . . . . 33
register-attempts common configuration option
register-tout common configuration option
reject-subsequent-request common configuration option
378 Framework 7.6
Index release-alerted-calls configuration options
report-connid-changes common configuration option
report-emul-wait-info configuration options
request-collection-time common configuration option
RequestRouteCall
. . . . . . . . . . . . . . 142
request-tout common configuration option
ISCC configuration option
reroute
ISCC transaction type
reservation-time common configuration option
resource-allocation-mode common configuration option
resource-load-maximum common configuration option
restart-cleanup-dly configuration options
restart-cleanup-limit configuration options
restart-period configuration options
retain-call-tout configuration options
route
ISCC transaction type
route-dn common configuration option
route-handover-timeout
configuration options
route-no-answer-timeout configuration options
route-request-attempts
configuration options
route-uui
ISCC transaction type
routing
Inter Server Call Control
virtual routing point
routing failure
. . . . . . . . . . . . . . . . . 311
routing scenarios
. . . . . . . . . . . . . . . 309
configuration options
consultation calls
external destinations
Routing Services Interface
routing with emulated Routing Points
rq-expire-tout configuration options
rq-gap configuration options
RSI
. . . . . . . . . . . . . . . . . . . . . . 317
configuration options
in Configuration Layer
reroute
. . . . . . . . . . . . . . . . . . 334
treatments busy
. . . . . . . . . . . . . . . . . . 332
cancel call
. . . . . . . . . . . . . . . 332
collect digits
IVR
. . . . . . . . . . . . . . . . . . 333
music
. . . . . . . . . . . . . . . . . 331
play announcement
play announcement and collect digits
ringback
. . . . . . . . . . . . . . . . 332
silence
. . . . . . . . . . . . . . . . . 332
Voice Guides
. . . . . . . . . . . . . . . 335
RSI routing
. . . . . . . . . . . . . . . . . . 179
rsi-remain-retry
. . . . . . . . . . . . . . . . 334
configuration options
rsi-report-xfer configuration options
rsi-reroute-auth
. . . . . . . . . . . . . . . 334
configuration options
rsi-xfer-tout configuration options
rule-<n> common configuration option
run.bat
. . . . . . . . . . . . . . . . . . . . 125
run.sh
. . . . . . . . . . . . . . . . . . . . 124
S
Security section common configuration options
segment common log option
server-id common configuration option
setting common configuration options
setting configuration options common
. . . . . . . . . . . . . . . . . . 225
Setting the DN Properties
T-Server for Alcatel A4400
SIP extensions
. . . . . . . . . . . . . . . . 186
smart monitoring
. . . . . . . . . . . . . . . 154
snapshot-interval configuration options
snapshot-mon-opt
. . . . . . . . . . . . . . 285
snapshot-on-start configuration devices
specific call models
spool common log option
standard common log option
starting
HA Proxy
. . . . . . . . . . . . . . . . . 128
T-Server—Deployment Guide 379
Index
T-Server
. . . . . . . . . . . . . . . . . . 129
super-queue configuration options
supervised routing to CCD pilots
. . . . . . . . . . . . . . . 314
supervised-route configuration options
supervised-route-timeout configuration options
supervised-transfer configuration options
supervisor monitoring
supervisor-call configuration options
supervisor-call-enable configuration options
supervisor-step-in configuration options
supported agent work modes supported functionality
Supported Functionality
T-Server for Alcatel A4400
supported functionality supported agent work modes
Switch objects
. . . . . . . . . . . . . . . . 48
multi-site operation
switch/CTI environments
Switching Office objects
multi-site operation
,
switchover-bck-compat configuration options
switchover-grace-tout configuration options
Switch-Specific Configuration
T-Server for Alcatel A4400
sync-reconnect-tout common configuration option
T
Table
. . . . . . . . . . . . . . . . . . . . . 189
Target ISCC
Access Code configuration
Default Access Code configuration
tcs-queue common configuration option
tcs-use common configuration option
telephony objects
. . . . . . . . . . . . . . . 44
time_convert common log option
time_format common log option
timed-cwk-in-idle configuration options
emulated agents
timeout common configuration option
ISCC configuration option
timeout value format common configuration options
timer issues
. . . . . . . . . . . . . . . . . 370
TInitiateConference
. . . . . . . . . . . . . . 70
TInitiateTransfer
. . . . . . . . . . . . . . . . 70
T-Library Functionality
T-Server for Alcatel A4400
TMakeCall
. . . . . . . . . . . . . . . . . . . 70
TMuteTransfer
. . . . . . . . . . . . . . . . . 70
trace common log option
transaction types (ISCC)
supported
. . . . . . . . . . . . . . . . . . 83
transfer connect service
Translation Rules section common configuration options
treatment languages
troubleshooting
. . . . . . . . . . . . . . . 367
TRouteCall
. . . . . . . . . . . . . . . . . . . 70
trunk lines
. . . . . . . . . . . . . . . . . 81
T-Server configuring Application objects
for multi-sites
configuring redundancy
HA
. . . . . . . . . . . . . . . . . . . . . . 62
high availability
. . . . . . . . . . . . . . . 62
hot standby
. . . . . . . . . . . . . . . . . 62
multi-site operation
redundancy
starting
. . . . . . . . . . . . . . . . 129
using Configuration Manager
multiple ports
. . . . . . . . . . . . . . 51
warm standby
. . . . . . . . . . . . . . . . 60
T-Server Alcatel A4400
Setting the DN Properties
T-Server common options cast-type
. . . . . . . . . . . . . . . . . 215
cof-ci-defer-create
cof-ci-defer-delete
cof-ci-req-tout
. . . . . . . . . . . . . . . 216
cof-ci-wait-all
. . . . . . . . . . . . . . . 216
cof-feature
. . . . . . . . . . . . . . . . 216
cof-rci-tout
. . . . . . . . . . . . . . . . . 216
T-Server for Alcatel A4400 changes from 7.5 to 7.6
configuration options
Error Messages
. . . . . . . . . . . . . . 216
Ext-Filter Section configuration options
Lang-Map Section configuration options
Link-tcp Section configuration options
380 Framework 7.6
Index
Mandatory Options configuration options
Supported Functionality
Switch-Specific Configuration
T-Library Functionality
T-Server Section configuration options
Use of the Extensions Attribute
User Data Keys
T-Server Section configuration options
T-Server section common configuration options
TSingleStepTransfer
TXRouteType
. . . . . . . . . . . . . . . . . 71
typographical styles
U
UNIX installing T-Server
starting applications
starting HA Proxy
starting T-Server
. . . . . . . . . . . . . . 130
starting with run.sh
unknown-bsns-calls configuration options
unknown-xfer-merge-udata configuration options
Use of the Extensions Attribute
T-Server for Alcatel A4400
use-data-from common configuration option
use-implicit-access-numbers common configuration option
User Data Keys
T-Server for Alcatel A4400
user data keys
. . . . . . . . . . . . . . . . 211
user data propagation
user-data-limit common configuration option
use-rsi-consult
. . . . . . . . . . . . . . . . 284
configuration options configuration options
V
V command line parameters
VDN
. . . . . . . . . . . . . . . . . . . . . 81
verbose common log option
version numbering document
. . . . . . . . . . . . . . . . . . 19
virtual devices configuration layer
PBX
. . . . . . . . . . . . . . . . . . . . 309
virtual Z devices
. . . . . . . . . . . . . . . 178
Voice Activity Detection
CCO functionality
Voice Guide status
. . . . . . . . . . . . . . . . . . . 336
Voice Guides
. . . . . . . . . . . . . . 326
W warm standby
. . . . . . . . . . . . . . . 33
figure
. . . . . . . . . . . . . . . . . . . . 56
T-Server configuration
Windows installing T-Server
starting applications
starting HA Proxy
starting T-Server
starting with run.bat
withdrawal type
Extensions in requests
wrap-up-time configuration options
X x-conn-debug-all common log option
x-conn-debug-api common log option
x-conn-debug-dns common log option
x-conn-debug-open common log option
x-conn-debug-security common log option
x-conn-debug-select common log option
x-conn-debug-timers common log option
x-conn-debug-write common log option
T-Server—Deployment Guide 381
Index
382 Framework 7.6
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