Avaya CPSEE_TSP500 manual Trunkidletime, Usesilentcoaching, Voiceansmlength

Chapter 6 Trunk Spans and Dialing Rules

Trunks can be entered either as individual numbers, or ranges.

Example

TRUNK_GROUP_1 3 5 17-29

TRUNK_IDLE_TIME

This keyword defines the minimum time a trunk must rest (in seconds) before being used again. The default is four seconds.

USE_SILENT_COACHING

Note:

Due to the nature of two-wire telephony, it is possible for some of the audio reaching the agent’s handset to bleed over onto the transmit side of the telephone connection. If this were to happen, other parties may hear the coach. This is external to, and outside the control of, the TSP.

Silent Coaching is the ability for a supervisor to talk to an agent without other parties on the call hearing the supervisor.

If this keyword is set to 1, then the current “Barge-In” feature will be replaced with the Silent Coaching capability. This will allow us to provide Silent Coaching capability to customers before adjunct development is completed.

Turning this feature on or off does NOT require a TSP restart. The keyword can be changed dynamically by making the change in the DialingRules, and activating it using the “load all” command in the AdminTerminal.

Example

Add the following line to the DialingRules:

USE_SILENT_COACHING 1

Type “load all” at the AdminTerminal

Rules

•The Supervisor (coach) does not need to establish a monitoring session prior to requesting Silent Coaching. (It can – but does not need to.)

•Only one Silent Coach is allowed per agent.

•Other Monitors on the call will NOT hear the coach.

•If the monitor session is stopped, Silent Coaching will automatically be stopped.

•Silent Coaching is NOT supported for Manual Monitors.

•Client Monitors can perform Silent Coaching. The agent will hear both the Supervisor and Client.

•Silent Coaching spans individual calls. That is, coaching continues between calls.

•If an agent places a call on-hold, the agent will still be able to hear the coach.

•Silent Coaching is supported for conferences.

VOICE_ANSM_LENGTH

This keyword specifies (in milliseconds) the minimum length of time contin- uous voice must be detected before classifying the call to be an answering

Page 6-18Version 4.0CPSEE_TSP500 User Guide

This document is confidential and proprietary to SER Solutions and is not for external use.