Agentless Campaign Feature, Example | Avaya CPSEE_TSP500 specs

Chapter 4 Features and Enhancements

Agentless Campaign - Feature

The campaign mode called “Agentless” dials on behalf of campaigns without live agents.

Non-answered calls (busies, RNAs, etc.) are dispositioned as usual by send- ing standard dial result messages to the Call Manager.

Transferring a Call off of the TSP

For Agentless Campaigns, the Protocol C messages M_XFER_DIAL allows transferring a call off the TSP.

Imbedded in the syntax of this message is a trunk group identifier. It allows the adjunct to select the Third Party Trunk Group, IVR Trunk Group, or Default Trunk Group.

•Third Party Trunks are those trunks assigned to the THIRD_PARTY keyword in the Dialing Rules.

•IVR Trunks are those trunks assigned to the IVR_TRUNKS keyword in the Dialing Rules.

•The Default Trunk Group selection will use whatever dialing rules are in place to select a trunk group.

As of this writing, Enterprise Edition does not have the ability to set the desired trunk group. Therefore, the default trunk group selection is always used. This may not always be desirable. For instance, it may be necessary to transfer the call over a specific set of trunks.

An interim solution has been implemented in the TSP using a temporary key- word (TRANSFER_GROUP) that can be added to the TSP Dialing Rules. This will allow selecting which group to use for this dial type.

The following are the only acceptable assignments:

TRANSFER_GROUP	0! Use whatever is specified in the M_XFER_DIAL
message
TRANSFER_GROUP	1! Use the IVR Trunk Goup
TRANSFER_GRPUP	2! Use the Third Party Trunk Group.

Example:

Let’s assume that The TSP already has a Third Party trunks assigned, but the Call Center wants to route Agentless Campaign calls over trunks 241 through 280. You would add the following keywords to the Dialing Rules, and then, stop and restart the TSP.

IVR_TRUNKS 241-280

TRANSFER_GROUP 1

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Avaya CPSEE_TSP500 manual Agentless Campaign Feature, Transferring a Call off of the TSP, Example

Contents

CPSEETSP500 Copyright TrademarksWarranties Compliance with Laws and Regulations Table of Contents Features and Enhancements Admin Terminal Commands Trunk Spans and Dialing Rules TSP Configuration Tool Intrusion Tone TSP Lights 10-111-1 12-5 Overview Introduction to This Guide Document Conventions Icon Description Introduction to the CPSEETSP500 CPSTSP500 System and Upgrades System Capacity CPSTSP500 Telephony Cards TSP500 Telephony CardsModel Name Description T1Systems TSP System Connections Monitor and Keyboard ConnectionsAgent Telephone Connections Inbound Digital Station TSP User Procedures Shutting Down The CPSEETSP500 Rebooting the CPSEETSP500 To Exit the AdminTerminal From the TSP500 Admin terminal Type quitStarting and Stopping The CPSEETSP500 Starting The TSP From The menu Auto Booting the TSP Activating Auto BootingDisable Auto Booting Setting the Time/Date on the TSP Hwclock --set --date=2/20/03 182400 --utc Starting/Configuring TSP500 Logging Into TSP Press Enter. The Cpsee TSP copyright and Main Menu appears Main Menu QuitActivating the CPSEETSP500 Admin Terminal TSP Configuration Menu Accessing the Dialing RulesRed Hat Linux VI Commands Command Description Modifying the Isdn Configuration Dialing Rules File Item Editing the Isdn Configuration Isdn OptionsOption Description Subscreens of the Isdn Configurations Default = 2 T1 Default = 3 E1 Isdn Configuration Transfer Mode 11. Isdn Configuration Network Signaling Behavior 15. Isdn Configuration Origination Number Type View Isdn Configurations Consult carrier for calling name and proper configuration Configuring the Syslog Reset Isdn ConfigurationTspLogger configuration elements Element Description System Tools are for monitoring T1/E1 signaling Select System ToolsSyslog Viewers CAS Signals AgTrace3073BoardInfo Isdn Trace View Trace File View the Trunks File Trunk ProtocolTrunk Span Protocols Trunk Type Trunk Board NumberTrunk Variant Variant field indicates the network protocol variant Write Configuration to Archive Trunk Wait for First DigitTrunk Wait for Digit Page Features and Enhancements Introduction Restarting Protocols Examples Graceful Campaign Close Integrated Recording Feature See Also Integrated Recording on Agentless Campaign Feature Transferring a Call off of the TSPExample Text-To-Speech TTS Messages Feature Caller ID Name Feature Example Features and Enhancements Collect Dtmf Digits Feature Personnel Ring Back Feature Configuration Features and Enhancements Trunk Features and Enhancements New Trunk Utilization files FeatureNew TUT FIles Example grep TrunkBound *.txt Trunk Bound Alerts Sent to the SysLogger Billing Codes Feature User Data Features and Enhancements Sending User Data over Isdn FeatureSupport for Isdn protocol DMS250 Feature New Country Feature Support for India has been added to the TSP Monitoring Features and Enhancements Silent Coaching FeatureType load all at the AdminTerminal Rules Client Monitoring for Outbound Remote Stations-Feature Client Monitoring for Conferences -EnhancementRestricted Monitors Enhancement Bad Example Good Example Load misc or load all Decibel Level Adjustment Feature Dialing Features and Enhancements Unrestricted Manual Dial FeatureRedials of Incompletes Feature Digital Station Dials Enhancement Example Detecting Beeps on Answering Machines Feature Answering Machine EnhancementsAnswering Machine Detection Parameters Enhance- ment New Keywords values Keyword Default Admin Description Terminal Ansmsilence New Commands New Dumb Terminal Commands FeatureLoad misc RULE0-4Page Admin Terminal Commands Admin Terminal Commands List of Commands BUGFollowing is description of the above items Bug Traces Call CaptureDisplays the Isdn parameters defined for the specified span Capturetnum CapturetrkaudCause Cfig CMD ConfConns Disable CrateDial Enable Fhang Help Install Htrunk htInbound inb Install Flags Ipstats License lic LinkpLloop Load This command will turn Music-On-Holdon or off LOGMusic Installing Music-On-Hold Examples of the Music CommandUsr/home/cpstsp/sps01/pmt Testing Music On Hold Options optFollowing is a list of options that can be set Option Flags #123# Key = Use #123# as the key = Use \*123\* as the key Park PlayPoisson Poisson Distributions Symbol Meaning Poisson syntax BeepTimer PrepQcheck qc BeepQueue CampBusy CampCloseCampIdle CardExcess DspIdle EventQueExcess InbBusy Tdisabled SpyAvailSpyBad SpyInuse Qmsg qm 11 Qport Command Exit the AdminTerminalQport qp Quit Recording Required = Move File 1 = ConcatenateRecord 1 Minute Snippets Use Closing Threads Recstate Record rec RloopShook RecControlCnt Show sho Show boardShow camp 12 show board Show cause Example show camp -aDisplays Campaign related information plus algorithm stats 14 show camp -a Show cmon Show dspShow dstation 16 show dsp Show errors Displays various error counts, and some statistics18 show errors 17 show dstation Show group Show monidsShow ports Displays the Trunk Numbers assigned to each Trunk Group Show stat Show switch 21 show switchShow trunks 20 show stat Show util 22 show trunksOptions can be used to rotate through the previous 24 hours 23 show util Silencedb SilencetimeSimcamp Simin Slots sl Slots Screen 24 Slots Command Span Sreset 25 Span CommandSpstuff sp Status st 26 Status Command Syslog Tline Treset Resets call control information for the specified trunkTonetime Tplay Displays a variety of configuration information 28 ConfigurationVersion 27 Trunk Trace Stuff Voiceleakage Voicelength Voicenoise VoiceratioVoicetime Vparms Trunk Spans and Dialing Rules Common Configuration directory Common DirectoryFile Description Directory Trunks.cnf Tsp.cnf Dialing Rules Building Dialing Rules Tutorial Key Words of Dialing Rules Ansmusetone AreacodedigitsWait for a period of silence before playing the message Autolog CallingnumberClockmaster Clockpoll Defaultbilling Defaultbilling keywordDial String Control Characters Character Description Devicesperthread Examples Disabledtrunks DialeddigitsaniDisplayietag Downloadboards Intrusiontone IvrtrunksLOCALAREACODE00 LOCALAREACODE01 through LOCALAREACODE31 Localwatt LocnameLongwatt Maxlogsize Monitoronly MonitorassignNaizero Numstations Numtrunks OutbounddigitaltrunksPamdmethod Receiveport Rnaextendtime RULE0 through RULE4 Spylist ThirdpartyTonefreq Dialing Rules Special Characters Tonerange TonetimeTossedmessages Trunkchecktime Trunkidletime UsesilentcoachingVoiceansmlength Voiceansmmlength VoiceleakagetimeVoicenoiselevel Voicesilencelevel Waitforsupervision TSP Configuration Tool Configuration Tool Overview Using the Configuration Tool RequirementsAudience Text Conventions Configuration Files NMS Directory Structure TSP Configuration Directory Structure Required to modify the configuration of a systemTrunks.cnf Tsp.cnf Trunk Protocol Selection and Storage Information Isdn Protocol VariantsCAS Protocols Printed Name T1 or E1 Protocol Name Line Codes Framing TypesT1 and E1 Line Codes Framing Type Card Type Selection TSP500 Card Types Configuring the System Accessing Configuration ToolConfigurator Menu This is the main menu for the configuration tool Initialize Configuration Boards Select the country where this system will be installed Trunk Information If a 6565 this is what you will see Station Information Edit/View Configuration Encore and Conferencing Information Card Information TSP Configuration Tool Displaying the Configuration Saving a Configuration Displaying Card Layout Initialize Configuration Option Download Configuration Restore Configuration TSP Configuration Tool Sample T1 Configuration Initialization Trunk Information Station Information Encore and Conferencing Information TSP Configuration Tool TSP Configuration Tool TSP Configuration Tool Sample T1 Configuration Modification TSP Configuration Tool TSP Configuration Tool TSP Configuration Tool TSP Configuration Tool TSP Configuration Tool Sample E1 Configuration Initialization Trunk Information Station Information Network Trunks TSP Configuration Tool TSP Configuration Tool TSP Configuration Tool Page TSPLogger Centralized logging feature of the CPSEETSP500 OverviewTspLogger Rlogger Description Configuration SysloghostSyslogport Sysloghost Syslogname Syslogname Omaha TSP Syslog Viewers TSP Control TSPLogger Events Call Manger or Gateway has connected to the TSP TSP Name T1/E1 span xx is Down Linux was rebooted or powered up Linux is shutting down. possible reboot or shutdown issued TspRelay Supported Key WordsStarting the TspRelay Following three key words are supported Errors RloggerFor a Call Manager running Linux, it would be Page Intrusion Tone Intrusion Tone Implementing Intrusion Tone Intrusion Using Intrusion Tone TSP Lights This section includes the following TSP Light Display TSP Light Display Color of trunk and station lightsHealth of associated spans Color Meaning Accessing Text-To-Speech Accessing Text-To-Speech Messages Mounting the External Drive If /home/tts is listed, do the followingOtherwise proceed to the next step Mount the external drive Page Integrated Recording See Also Integrated Recording Feature on Files modified during installation Components of Integrated RecordingRAM Disk Recording Server Disk Monitor Daemon Recording Resource Manager Appendix 12 Integrated Recording Integrated Recording Operation Appendix 12 Integrated Recording Page Appendix a Troubleshooting Common Questions Common Questions on Caller ID CPSEETSP500 Hard Drive Diagnostic Login to rootInstructions Type ide-smart /dev/hda CPSEETSP500 now logs when a socket connection closes Example Enhanced Logging for Socket ConnectionsPage Index Enable Qcheck TONETIME1