·Go to the CCs menu: Configuration / Processing group /
PG agent
Selection frame of the PG Agents
Select the «Agents processing Group » concerned thanks to the list by name or by processing group number, according to the button activation « Name » or the button « Number ».
Agents List Frame
Attached Agents. The agents in italics = supervisor agents. Preferential PG:Group in which the agent is assigned in priority.
Order N°: give the order number used for the distribution of calls if the searching type is « sequential ». To change that number, double click in the agent "N°"case.
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Transmission or copying of this document is not permitted without prior written authorization. The wording "Document Alcatel Business Systems" must appear on all authorized reproduction.
CCd configuration by
CCd configuration byusing the CCsusing the CCs
Agent processing group
Agent processing group
X
Agent processing group management
·Go to the CCs menu: Configuration / Processing group /
PG agent
Searching type: three searching types of the agent in the PG.
-The Longest Idle Time, -Sequential with fixed head, -Cyclic with turning head. Force Headset: have the agents to work in automatic response mode?.
Withdrawal of the last authorized agent: has the last present agent in the group the right to put in withdrawal?.
Logon in withdrawal (Withdrawal setting after logon): when the agent connects himself in his group, is he automatically put in withdrawal?.
Release of the forbidden call: If the box is checked, the agents from that group have not the right to release a call (the agent has to wait for that the caller releases the first).
Eternal Wrap Up: If the box is checked,when an agent is in wrap up, the wrap up is maintained even if the agent carries out phone operations (calls ...). At the conclusion of these operations, the agent returns to the state of wrap up until the wrap up duration is finished. That parameter is active for all the wrap up types: Automatic, in pause and in idle. If the box is not checked, the whole phone operation ends the wrap up session.
Duration of a wrap up in pause (sec.): it is the duration allocated to the agents of that group when they do a manual wrap up while they are in the pause state. Value between 1 and 3276 seconds, or let empty (desactivated).
Duration of a wrap up in idle (sec.): it is the duration allocated to the agents of that group when they do a manual wrap up while they are in the idle state. Introduce a value included between 1 and 3276 seconds, or let empty (desactivated).
New name of the PG Agent:allow to change the processing group name (16 characters max.).
Ringing rotating timer:ringing time of a set from the group before that the call does not overflow on another set of the same group. The called set can be or not put in withdrawal after non-response.
Alcatel OmniTouch Contact Center – CCd configuration by using the CCs
15
© Copyright Alcatel Business Systems 2005
Transmission or copying of this document is not permitted without prior written authorization. The wording "Document Alcatel Business Systems" must appear on all authorized reproduction.
CCd configuration by
CCd configuration byusing the CCsusing the CCs
Agent processing group
Agent processing group
X
Agent processing group management
·Go to the CCs menu: Configuration / Processing group /
PG agent
Overflow on no reply ( sets from the PG).
Timer: Duration after which a presented call on the group with no reply, is transferred to an address from the PABX .
Address: Address from the PABX (Attendant, external n°, etc.) to which are directed the calls having waited for in ringing mode on the group since a specified duration in the previous heading « timer ».
If no address is indicated, the call is re-inserted in the distribution and takes the higher priority direction (following PG, see following WQ).
16
© Copyright Alcatel Business Systems 2005
Transmission or copying of this document is not permitted without prior written authorization. The wording "Document Alcatel Business Systems" must appear on all authorized reproduction.
CCd configuration by
CCd configuration byusing the CCsusing the CCs
Agent processing group
Agent processing group
X
Agent processing group management
·Go to the CCs menu: Configuration / Processing group /
PG agent
Alert/agent thresholds frame
These thresholds, set to the level of the group, concern alerts due to an agent from the group.
Ringing duration:ringing duration of a presented call on an agent from the group, over which an alert is sent.
Nb. of no-answers:calls number presented on an agent from the group and not having obtained response. Calculated on the Monitoring Sampling Period (MSP). If during that period, the number is overpassed, an incident is sent.
Withdrawal duration:Withdrawal setting duration of an agent in the group over which an alert is sent.
Private conversation duration: Private conversation duration of an agent from the group over which an alert is sent. The private conversations of agents are not taken into account by that time only when they are assigned in a group.
NOTE
You can directly set an agent from that menu.
Alcatel OmniTouch Contact Center – CCd configuration by using the CCs
17
© Copyright Alcatel Business Systems 2005
Transmission or copying of this document is not permitted without prior written authorization. The wording "Document Alcatel Business Systems" must appear on all authorized reproduction.