CCD/RSI SYSTEM PARAMETERS

System_Option
ACR Real Waiting

Allow to sort ACR calls in waiting room.

With equal priority (priority from ASM response), calls are sorted according their real waiting time or their ISM cost.

Yes : ISM cost is taken into account first.

No : Real waiting time is taken into account first.



Number of ACR agent buffers

Agent buffers number by call, allocated in memory at OXE start-up, required by Call-Handling in order to handle the agents list from ASM response.

Change of this attribute requires an OXE reboot.



Nomadic supervisor discrete listen

No : (Default value) a nomadic supervisor can not execute a discret listen.



ProACD forwarded to agent at logon

Yes : Immediat forward of Pro-CCD to agent at Log-On. Cancel immediat forward of Pro-CCD to agent at Log-Off.

No : (Default value) No modification of forward of Pro-CCD during Log-On / Log-Off.



Collect RSI reset digit

No : If the customer press "reset digit(s)", the digits previously pressed are erased, the customer can press new digits without hearing "play announcement".

Yes : If the customer press "reset digit(s)", the digits previously pressed are erased and the "rest digit(s)" is (are) sent to CTI application.

This allows CTI application to request a new broadcast of "play announcement".



Display calling after CCD transfer

Follows the display defined by the parameter "Display mode of call id." found in "Specific Telephone Service" with :

if Yes : the caller corresponds to the called Pilot.

if No : the caller corresponds to the external caller (default value).



Immediate ALERT on 2nd network RSI
Yes : The feature "disconnect with user busy cause" is inhibited for a RSI receiving a call from another RSI via ABC network (external call handling.). The ALERT message is then transmitted immediately by the second RSI.
The attribute "Wait before ALERTING" of the RSI object is not taken into account.
To be used if the same CTI application supervises the two nodes.
No : The feature "disconnect with user busy cause" is active depending the attribut "Wait before alerting" in RSI object.

RSI ring overflow on superv transf

No : No RSI ringing overflow on supervised transfer.

Yes : RSI ringing overflow possible depending "Ringing Overflow timout" and "Ringing Overflow Address" parmeters of called RSI.



Operator enquiry call on 2 lines

No : The enquiry call mode depends on " Enquir. call mod. on multilines" parameter present in "Specific Telephone Services".

Yes : An enquiry call from the set uses a different line than the one of the first call, as for a consultation call from a CTI application.



Call back agent

Yes : After enquiry call and transfer of a CCD or RSI communication, and in case of no answer of device, call is brought back to agent who transferred.

No : call overflowes on device's entity.



Forbid hold of CCD calls

Forbid hold of incoming calls routed to agents via Pilot or RSI.

And enable free of charge call qualification (send of PROGRESS -see trunk group parameter-).

No : (Default value) Default behavior.

Yes : Hold of incoming CCD calls forbidden. Send of PROGRESS during call qualification if trunk group parameter is set.



Reset IVR and IAA waiting time

No : to keep incoherency in pilot statistics when a call is routed via an IAA application to a CCD network distribution with local and remote agents (default value).

Yes : to avoid incoherency in pilot statistices in above case.



Truncated calling number on line1

No : no truncated calling number on the first line, the complete calling number is displayed on the second line of the agent screen set (for 4038/4039/4068 set).

Yes : (default value) keep current display on the screen set.



Callback Prefix In ASM Debugger

Yes : Call back prefix + caller number will be displayed in ASM Debugger.

No : Only caller number will be displayed in ASMDebugger.



Call Log on ACD Operator

No : (Default value) No OXE Integrated Call Log for ACD Operators.

Yes : OXE Integrated Call Log is available for ACD Operators.