Contact Center Distribution Overview

Alcatel OmniTouch Contact Center
Contact Center Distribution Overview

Generalities
CCd is a complete solution built into the Alcatel OmniPCX Enterprise
A call distribution system designed to be:
Flexible
Contact center architecture (pilots, processing groups, agents, call routing

rules..) is taken into account according to the customer needs
Comprehensive
CCs software allows to control, to manage, to visualize and to display statistics

concerning the whole CCd matrix
Open modular architecture to fit into a complete Call Center"
solution. Possible integration with:

CCivr
I.A.A
Voice mail

Generalities
Architecture
-CTI platform
-CCa server
Agent set
LAN
OmniVista 4760
CCa client
Supervisor's workstation

Generalities
Sophisticated call handling
Routing
& distribution
Call parking
Voice guides
Greeting voice guide
Parking voice guide
Blockage voice guide
General forwarding voice guide
Management and supervision are integrated into the CCs application

A lot of available ACD agents features:
Withdraw,
wrap-up, supervisor call, discrete listening, call hold

Agent set
Agent and supervisor sets
In
a processing group, there are two different types of sets:
Supervisor set which can supervise several processing groups and can itself be
part of a processing group as an agent
Agents sets
Extension types
Agent:
Analog, 4003, 4004, 4035, 4037 (4035 & TSC-IP)
Supervisor:
4035, 4037 (4035 & TSC-IP)

Agent set
The log-on procedure allows an agent to inform the CCd system of his
physical presence on a workstation and as a result to ask for

acceptance in the call distribution mechanism handled by the CCd
system
Agent set
(or supervisor)
Agent processing group
ACD authorized set
The log-off procedure allows an agent to inform the CCd system of his

Call flows - Overview
Call flows
incoming calls
MAO
outgoing calls
Resources
agent groups
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Call flows
The CCdistribution principle is based on a matrix
Pilots
Call
routing
Waiting
queue
Call
Distribution
Mutual Aid
Dissuasion
Processing groups ( Resources )

Call flows - Concept
Calls flows: how does it work?
Called departments
(pilots)
Call routing
priorities
expected
waiting times
Resources (PG)
queues
call
distribution
priorities
Longest idle
time (load)
resource
availability

CCd matrix description
The CCd matrix is made up of:
Pilots
which are the CCd matrix entry points
Use DID numbers and can correspond to a department phone number in a

company
Waiting
queues
Normal waiting queue
Dissuasion waiting queue (also called redirection w.q)
Mutual aid waiting queue (also called intelligent overflow w.q)
Processing
groups
Agent processing group
Voice guide processing group
Forward processing group
Rerouting processing group
IVR processing group

Possible states of a pilot
The
pilot can be in open state
Calls are connected to a welcome guide, then they are routed with or without
queuing
The
e.g.: welcome to Alcatel company ....
e.g.: hold the line please a agent will answer soon
pilot can be in general forwarding state (closed)
Pilot closed automatically by calendar, Pilot closed manually by a supervisor

action, switch on General Forwarding by agent action on his phone set
In that case, calls can be connected to a specific guide

The
e.g.: "our offices are open from 6.00am to 6.00pm, please call during opening hours"
pilot can be in blocked state
Case: Accidental closure
Cause: Resources missing in the downstream processing group
In that case, calls can be connected to a specific guide

e.g.: "we are unable to attend to your call at the moment..."

Queue characteristics
A
Queue can
be shared among several Pilots (20 max)
feed several Processing Groups (30 max)
Queued calls are served FIFO (First In/First Out)

Different types of waiting queue are available
Normal:
parking device for calls received by a pilot, before being

distributed to the processing groups
Mutual
aid: intelligent overflow by re-routing over the public or private

network onto another remote CCd or by re-direction onto an address (in the
local node)
Dissuasion:
calls redirection using any processing group type

guide, IVR) when the others directions are not available
(voice

Possible states of the queue
Open
Not saturated
Saturated
Closed
Expected Waiting Time (EWT) > Maximum Waiting Time
by CCs user
Blocked
Downstream resources
are not guaranteed
( All agents are logged-off or in withdrawal )
Maximum Waiting Time

Different types of processing group are available
Agent
processing group
Made up of agent or supervisor sets
Forward
Attendant, voice mail, normal sets
Voice
processing group (on-pcx number)
guides
Voice guide broadcast (duration, V.G #)
Rerouting
processing group
Rerouting to the ABC network
Rerouting to public networks
I.V.R
processing group
Connection to the CCivr application

Queue / Processing group compatibility
The
following table gives the possible association between a queue type and
a processing group type
Normal W.Q
Mutual aid W.Q Dissuasion W.Q
Agents P.G
IVR PG
Forward PG
Rerouting PG
Voice Guide PG

Call routing rule
Call routing rule
A
routing rule has to be managed in order to associate each pilot with

waiting queues (20 max)
Pilots
Waiting Queues
ll
a
C
Ro
ng
i
t
u
Aim:
Open directions from
Pilots to Waiting Queues

Call routing rule
Call routing rule according to the pilot state
A
specific call treatment can be done

Depending of 3 states of the pilot (Open/Closed/Blocked)
Via routing rules and calendar management
With dedicated set of voice guides (greeting, waiting,...)
The
routing directions choice, between waiting queues (20 max), is done

according to priorities or according to
Expected Waiting Time (in case of same priorities)
Priorities value is from 0 to 9

0 is the highest priority
9 is the lowest priority

Call routing rule
Routing rules
Open
/ close a waiting queue direction
According
P0
to pilot state
P1
Greeting Voice Guide
6 Parking levels
sed
o
l
C
Voice Guide
Address: IAA or IVR in Queue
EWT table: IAA or IVR in Queue

(according to Expected Waiting Time)
P9
Directions
characteristics
Open/closed
Priorities
Rule 0:
Presentation voice guide
Parking Levels 1,2,3,4,5,6

Call routing rule
Call routing rule principle (with different priorities)
P1
P2
Selection of a
Waiting Queue
according to the
highest priority
P0
The next direction (priority=1) will be used in case of congestion
(saturation) of the waiting queue

Call routing rule
Call routing rule principle (in case of queue congestion)
A
normal waiting queue has a Maximum Waiting Time which defines the
capacity of the queue
An
Expected Waiting Time is calculated by the system, and is equal to:

EWT = Average wait x (Nb of calls in queue + 1)
The
Average waiting time is calculated by the system over the TSP

(traffic sampling period) which is defined for each waiting queue

Call routing rule
Call routing rule principle (in case of queue congestion)
Queue
saturation means
Expected waiting time > Maximum waiting time
Waiting Queue Saturated

P10
Dissuasion mechanism
P1
Dissuasion towards a
voice guide in case of
queue congestion

Call routing rule
Call routing rule principle (with equal priorities)
P0
Expected waiting time:

00:40
P1
P0
At
expected waiting time:

00:20
equal priorities, the call is routed according to the lowest expected

waiting time calculated by the system

Call routing rule
Voice guides in a normal waiting queue
Voice
guides are assigned to a pilot rule (30 rules/pilot) and are sent on
the pilot whatever the direction
There
are 6 parking levels in a waiting queue
Greeting
message
parking
message n1
parking
message n2
parking
message n6
Voice
Guides could be cut in case of downstream resource freeing
Voice
Guides are played according to pilot status

Call distribution rule
Call
distribution rule determines the distribution of the calls from the head
of the queue to the processing groups
A
queue can have up to 30 possible distribution directions
The
compatibility between the typology of a queue and that of a processing

group is handled by the system
Two
types of complementary call distribution can be implemented:
"Resource selection", which searches for a processing group for a call that has
just been parked in a free queue. This type of distribution applies to all
processing group types
"Call selection" when a processing group resource becomes available for

processing a new call, and which will search for a waiting call at the head of a
queue. This type of distribution only applies to the agent processing group

RESOURCES SELECTION
The
processing group is available (at least one resource is available)

The queue chooses the processing group
CALL SELECTION
All
resources are busy

Call selection when a resource is ready
The system choose one of the calls at head of the queues

In case of resources selection
In
order to route a call from a waiting queue to a processing group, the

system checks:
The priorities (from 0 to 9)
At equal priorities, the Longest Idle Time ( LIT )

Maximum times of the free processing groups
In case of call selection

When
a resource becomes available in a processing group (agent type), it

will attempt to take a call in a normal queue (only) and use the optimal
direction (maximum cost) in line with the following parameters:
Priorities (from 0 to 9)
At equal priorities, the Real waiting time

maximum waiting time of a call during the freeing of a resource

Resources selection (with different priorities)
P0
s
Bu
P1
P2

Resources selection (with equal priorities)
The
LIT of the processing group is taken into account
P0
s
Bu
longest idle time
P1
P1
00:40
00:30

Call selection (with different priorities)
No calls
P0
P1
P2
A resource becomes
available

Call selection (with equal priorities)
The
highest Real Waiting Time of the calls is taken into account

No calls
P0
00:40
P1
real waiting
time
00:30
P1
A resource becomes
available

Minimum waiting time threshold
All
calls that have waited longer than this can be distributed by this
direction
This parameter is predominant for call selection
Real Waiting
Time in queue
00:09
* Closed because of
the threshold
(threshold =10s)
Real waiting time < Distribution threshold
2
00:22
Real waiting time > Distribution threshold
A resource becomes
available
Open
(threshold=20s)

Agent selection
Choice of agent in the group
When
the processing group has been selected by call distribution, you must
choose a resource in this processing group
In
an agent type processing group, 3 possibilities are available for selecting

the agent in the group:
Sequential search mode
Cyclic search mode
Longest time-out search mode
For
each agent processing group, its possible to manage:
Ring rotation timer
Overflow on no reply (after a timer, overflow to a directory number)

Call handling Capacities and limits
Limits of CCd version 6.x
Number
of pilots1200
Number of queues
200
Number of processing groups
Number
of agents supported
Number of agents logged on
150
1000
1000
Number
of agents logged on/processing group 100

Number of queues/pilot20
Number of processing groups/queue
30
Number
of supervisors/system 60
Number of supervisors/group 10
Number
of digits in transaction code

Number of digits in Business code
15
3

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