Flex Routing PDF

s
Capitulo 9
FlexRouting
BR0049
Introduction to FlexRouting
1
FlexRouting Configuring the XMU recorded

announcement device 2
Setting up ACD in HiPath 4000

3
Configuring FlexRouting
4
Configuring ACD environment

5
Basic batches for FlexRouting

6
9
Referencias:
A31003-G7310-S100-2-7620, November 1998
FlexRouting V1.0, Service manual
A31003-S2270-S120-8-V420, Novembro 2007 10
HiPath ProCenter Enterprise, V7.0 R2, Guia de Integração de Hardware
Contents
Contents 0
1 Introduction to FlexRouting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

1.1 General overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1
1.2 Agent and supervisor telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3
1.3 Flexible routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
1.3.1 Available agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
1.3.2 Queues for incoming calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
1.3.3 End-of-shift routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8
1.3.4 Calendar routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8
1.3.5 Controlling agent features (CAF). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8
1.3.6 ACD call forwarding (e.g. for night service). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9
2 Configuring the XMU recorded announcement device . . . . . . . . . . . . . . . . . . . . . . . 2-1
3 Setting up ACD in Hicom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1
3.1 Enabling FlexRouting in Hicom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
3.2 Types of FlexRouting-compatible telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5
3.3 Configuring ACD members . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
3.4 Configuring ACD groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7
3.5 Configuring agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9
3.6 Configuring FlexRouting telephone functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11
3.6.1 Telephone key standards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-14
3.6.1.1 optiset basic (T8) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-14
3.6.1.2 optiset E Standard, Advance and Advance plus . . . . . . . . . . . . . . . . . . . . . 3-16
3.6.1.3 SET 400 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18
3.6.1.4 SET 500/SET 700. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-20
3.6.3 Configuring customer-specific key standards . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-24
3.6.4 Configuring codes for ACD functions (AMO WABE) . . . . . . . . . . . . . . . . . . . . . . 3-26
3.6.5 Configuring CAF codes (AMO WABE) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-29
3.6.6 Tone monitoring/silent monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-34
3.6.7 Automatic Incoming Call Signaling (AICS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-37
3.8 IVR (Interactive Voice Response) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-38
3.9 Configuring short messages and emergency messages. . . . . . . . . . . . . . . . . . . . . . 3-39
4 Configuring FlexRouting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1
4.1 Configuring Route Control Groups and ACD numbers . . . . . . . . . . . . . . . . . . . . . . . . 4-4
4.1.1 Configuring ACD numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4
4.1.2 Configuring Route Control Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5
4.2 Configuring DNIT tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7
4.2.1 Configuring DNIT tables for destination-based routing . . . . . . . . . . . . . . . . . . . . 4-11
4.2.2 Configuring DNIT tables for destination/source-based routing . . . . . . . . . . . . . . 4-13
4.2.2.1 Configuring secondary DNI tables (parameter ROUTING=SA) . . . . . . . . . . 4-20
4.2.2.2 Configuring GDTR rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-21
0-1
Contents
4.2.2.3 Configuring primary DNI tables (parameter ROUTING=DRTSA) . . . . . . . . . 4-24

4.3 Configuring the ACD call threshold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-25
4.4 Configuring ART (ACD Routing Tables) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-26
4.4.1 Action steps of ACD routing table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-28
4.5 Configuring daily/calendar routing and shift numbers . . . . . . . . . . . . . . . . . . . . . . . . . 4-35
4.5.1 Configuring shift numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-37
4.5.2 Configuring daily and calendar routing (AMO ACDRS) . . . . . . . . . . . . . . . . . . . . 4-39
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Z-1
0-2
General overview
FlexRouting can be used with Hicom 300E from version 2.0 onwards.
FlexRouting is a standardized ACD solution which is supported on all Hicom 300 systems
worldwide (Hicom 300 from V3.6 and Hicom 300E from V2.0 onwards).
FlexRouting enhances Hicom 300 switching technology to include specific routing functions for
call distribution systems, and also provides agent locations.
Routing
Routing distributes calls via ACD Routing Tables which are valid according to date and time. It
also searches for available resources and provides the supervisor and report system with both
current and history data.
Within the Routing Table (ART), calls can be forwarded to other systems. Where destination
resources are busy, the next stpe in the Routing Table is processed.
Voice terminals and displays

As well as being configured for Hicom functions, selected digital voice terminals from the Set
451, Set 551 and Set 751 series, Optiset E and analog Hicom 300 members can also be con-
figured to operate as agent locations.
To ensure optimum customer service, the digital terminal displays the call status and call-relat-
ed information for incoming calls.
Supervisor functions at digital voice terminals

Supervisor functions include:
● Messages to agents
● Activation/deactivation of agent and group statistics
● Control of day and night service
● Group displays
● Silent monitoring (requires authorization)
● Tone monitoring
1-2
Agent and supervisor telephones
1.2 Agent and supervisor telephones

Supervisor telephones are configured on a number-specific basis.
ACD agents
An ACD agent is a telephone connection which has been defined as an agent by the adminis-
trator. ACD agents are designed to answer ACD calls distributed via ACD routing. The agent
can simultaneously perform both ACD-related and other tasks.
The agent features meet Hicom 300 NLS (National Language Support) requirements, i.e., ACD
agent texts are available in all the same languages as the text information provided for termi-
nals.
Agent IDs
All agents are assigned an ID during configuration. The system supports a total of 4,000 agent
IDs. The length of an agent ID can be configured individually for each Hicom (max. 6 charac-
ters). Agents must first enter their IDs before they can answer ACD calls.
Automatic logon
Members with the autologon feature are logged on automatically with their IDs following
● a group change,
● system reboot,
● a hard restart,
● restart following a status change and
● configuration as part of normal system operation.
This feature is used for
● IVR systems (Interactive Voice Response).
ACD telephone modes

A logged-on ACD agent can be in one of 3 modes:
● Available
● Unavailable
● Work
1-3
Agent telephone states

● Non-ACD, outgoing
Agent in any mode with an outgoing call
● Non-ACD, incoming
Agent in any mode with an incoming call
● Non-ACD, internal
Agent in any mode with an internal non-ACD call
● ACD incoming
Agent in any mode with an incoming ACD call
● Other
Agent in any mode and in transition status (e.g. dialling)
● Unknown
Status temporarily unknown (e.g. restart).
Work
ACD calls are not forwarded to the agents during work time.
● Autowork
It can be defined individually for each agent whether work time is automatically allocated
when an ACD call is completed. Agents can terminate autowork time at their own discre-
tion.
The duration of autowork can be defined as follows:
– 1-10 seconds in 1-second intervals
– 15-300 seconds in 5-second intervals
● Work
The Work key must also be configured for each agent. The agent uses this key to activate
work mode during a call and after a call has been completed.
Work time can be terminated either at the
● agent telephone or
● at the supervisor telephone.
1-4
Agent mode LEDs at the agent telephone

Certain LEDs at the digital agent telephone indicate whether the agent is in available, unavail-
able or work mode. These LEDs are assigned to the Available, Unavailable and Work keys.
LEDs indicating waiting ACD calls

The number of ACD calls waiting for a group can be signalled, via the group status LED, at ei-
ther the agent’s or the supervisor’s digital telephone.
Example: LEDs indicating waiting ACD calls
LED Out On Flashing slowly Flashing quickly
Waiting calls None 1 to 6 7 to 15 >16
Marking calls and entering billing codes

(Account code and transactions code)
An agent can enter a billing code during an ACD call. In this way, a call can be assigned to a
particular event in the statistics.
Example
Calls to be marked Marking number
Call received due an advertisement in a daily paper 101
Call received due an advertisement in a weekly magazine 102
The marking numbers can also be used as billing codes:
Maintenance 701
Acceptance of order 801
The length of the billing code can be set as required (1-12 characters). It is forwarded to the
ACD server via the ACL C protocol for reporting and statistics.
Displaying queuing time

If a connection has been established with an agent, the length of time for which the caller has
had to queue appears on the agent telephone display.
This corresponds to the delay between initial assignment of the call to an ACD Routing Table
by the system and call pickup by the agent.
The time is displayed for 5 seconds, once the call source and call destination have been delet-
ed from the display.
1-5
Flexible routing
1.3 Flexible routing

Each ACD is allocated to a particular ACD Routing Table. The selection of this table depends
on both the time and the day of the week (and on calendar routing). It also depends on the
translation result of the source/destination-related routing which has been determined based
on the
● called number and
● calling number.
The ACD routing table is created using one or both numbers. This table defines the command
steps, e.g. "route call to agent", "route call to music-on-hold", etc., which are provided to handle
ACD calls.
Various control and call-control commands can be entered in each ACD Routing Table.
1. Conditional routing (COND)
2. GO STEP
3. Call acceptance and ringing tone delay (DELAYRB)
4. Disconnect (DISCON)
5. Route to ACD group (RTGRP)
6. Route to agent ID (RTAGT)
7. Route to internal member (RTEXT)
8. Route to music (RTMUS)
9. Wait (WTSEC)
10. Route to recorded announcement (RTREC)
11. Route to external member (RTOFF)
1-6
Flexible routing
1.3.1 Available agents

Calls are allocated to free ACD agents via:
● Regular searches
The available agent which has been free the longest is selected (FIFO).
● Cyclical searches (circular)
The search begins at the agent location following the agent which took the last call.
● Linear searches
The search for a free agent always starts with the first agent location in the list and is linear
in nature.
1.3.2 Queues for incoming calls

If agents are not available, calls are ordered in the selected ACD group queue.
Group overflow
Maximum number of RTGRP entries in the routing table
A call can be entered in up to 16 group queues (primary group plus max. 15 overflow groups).
More than 15 overflow groups in the routing table
Free agents can also be searched for via more than 15 overflow groups. If the number of
RTGRP entered in a routing table is greater than 16, the remaining groups are each searched
once only for a free agent.
If a free agent is not found, the call is not requeud for the group, i.e., the system continues to
search for a free agent only in the first 16 groups.
Priority upgrade
It is possible to specify the queuing time after which caller priority is to be upgraded by one level
(5–300 seconds in 5-second intervals, 0=no priority upgrade).
You can define the period after which the priority of all the calls in queue is increased by one
level (5–300 seconds in 5-second intervals, 0=no priority upgrade).
● Highest priority = 1
● Lowest priority = 64
1-7
Flexible routing
1.3.3 End-of-shift routing

It is possible to define whether waiting calls are still to be processed despite the end of a shift,
or whether they should be rerouted.
IMPORTANT
7
If waiting calls are rerouted at the end of a shift, the priority upgrades assigned dur-
ing the last shift are lost.
New incoming calls are routed for processsing by the new shift.
1.3.4 Calendar routing

Using this feature, the customer can configure special rerouting of ACD calls for certain days
of the year, e.g. public or local holidays, religious feast days or company holidays.
This allows the same date every year, a particular date in the current year or a particular date
in any given year to be defined.
This feature is an extension of daily routing.
Time periods can also be entered using calendar routing (max. 1 year).
1.3.5 Controlling agent features (CAF)

CAF codes are equipped with a remote control function. This allows call distribution to
● a particular agent,
● a particular group or
● a particular RCG (route control group)
to be controlled from an authorized telephone (e.g. supervisor).
1-8
Flexible routing
1.3.6 ACD call forwarding (e.g. for night service)

There are two night service options:
1. The supervisor can activate and deactivate the night service using the CAF feature
(CAF, see page 3-29).
The call forwarding function can forward incoming CO calls to a predefined alternative
destination number (e.g. an alternative ACD number, a recorded night announcement or
an attendant).
2. The system can also activate day and night service automatically by selecting particular
ACD Routing Tables using the end-of-shift routing feature.
1-9
Flexible routing
1-10
Configuring the XMU recorded announcement device
2 Configuring the XMU recorded announcement

device
The XMU recorded announcement device is provided for FlexRouting.
64 Western connector lines via

HiPath 4000 distribution frame to SLMA
SLMA
XMU (eXtended Message Unit)

Configuring recorded announcement ports
for FlexRouting
Each XMU announcement channel is connect-
ed with a Hicom SLMA port. ART (ACD Routing Table)
Step ART 16
Recorded announcement numbers
1 RTREC RECNUM 2
All recorded announcements connected to a
2 RTGRP ACDGRP 1
SLMA port are assigned a recorded an-
nouncement number via the AMO RCSU. 3 RTGRP ACDGRP 2
These numbers can be entered subsequently 4 RTMUS MUSNUM 1
in the following ACD tables:
5 WTSEC SEC
● ART (see page 4-26) 30
Recorded announcements can be located ...
either at the start of the ART
or further on (e.g. "Please hold...").
DNIT Table
– Recorded announcement
(on request) INTRTDN 93511
– Music (continuous). ROUTING=DRTD
● DNIT for audible source ID GDTRRULE=0
(see page 4-7). DISPLAY ACD VIA 93511
– Repeated announcement RCG index - 100
(continuous) PRI - 10
Using the audible source ID, a short text OVRPRI - 5
can be broadcast to agents when AUDSCRID - 7
answering calls (e.g. "Call from USA") .
THRSHLD - *
2-1
Front panel (chassis with 64 recorded announcement ports)
LCD display
Function keys
Handset: record texts and play back
Tape input
Setting XMU playback modes

1. Ensure that the recorded announcements required are loaded into the recorded announce-
ment device.
These are normally provided either by a recording studio or are recorded by the customer.
2. Once the announcements are loaded, assign the corresponding description via the front
panel:
a) Recorded announcement: set the mode to "R" (one-off announcement)
b) Repeated announcement and music: set the mode to "CP NO" (continuous).
2-2
Press the Enter key and, using the arrow keys,

● select the announcement and the required mode (card and line number) and
● set the corresponding mode.
Main Menu Select Line #

< Card > < 1 >
⇐⇓⇒ Ò
Select Card # Card 1 Line 1
< 1 > < Mode
⇐⇓⇒ ⇐⇓
Card # 1 < Mode < Mode
Select Line > R and CP NO
⇓⇒ Recorded Recorded
Announcement Announcement/
Select Line #
Music
< ALL >
⇐⇓⇒

The XMU recorded announcement device is configured using the AMO RCSU.
The XMU can have a maximum of 64 ports. Via the front panel, assign the corresponding mode
to each of the 64 ports.
Although more than 64 announcements can be recorded, only 64 ports are avail-
> able.
2-3
Configure the recorded announcement port for a greeting (XMU mode ⇒ "R")
Start of recorded greeting Start of recorded greeting
New incoming calls are collected to- At this point

gether during the repeated greeting.
● the collected callers all hear the re-
New callers hear the ringing tone corded greeting and
during this time.
● callers who have already heard the
greeting have their calls processed
in accordance with the type of rout-
ing configured.
The recorded greeting should be as short as possible, as it also corresponds to the

maximum period during which the ringing tone can be applied.
The recorded greeting is assigned the mode "R" (fixed announcement length).
● The recorded announcement begins when a call is assigned
● Hicom is notified when the announcement (which is played once only) is completed.
Example: "Welcome to the Siemens AG Munich technical support service. All our technicians
are currently busy, your call will be connected as soon as possible. Please hold".
ADD-RCSU:PEN=1-2-25-0,NO=1,ACT=YES,OPMODE=DEMAND,
OPTYPE=FIXED,RECAPL=ACDR,RECNUM=1,LENGTH=8;
PEN Enter the PEN for each XMU recorded announcement port.
OPMODE Demand
OPTYPE Fixed
RECAPL Recorded announcement port
ANSNR Recorded announcement number. This is entered subsequently into the ACD
Routing Table (ART) using the AMO ACDRT, parameter RTREC (see page 4-
26).
Note: Only one-off announcements are used in the ART.
2-4
LENGTH Duration of a one-off announcement. You can query the length of each an-
nouncement via the XMU menu. Either the given duration or a longer period
can be entered here.
Interim recorded announcements (e.g. "Please hold...")

This announcement is corresponds to item 1, except that if music on hold has already been
configured, waiting callers hear music instead of a ringing tone.
Configuring a recorded announcement port for audible source ID

(XMU mode => "CP NO")
These are announcements which can be broadcast to the agent when a call is being taken. The
RECNUM is entered subsequently to the corresponding DNIT table with the AMO DNIT, pa-
rameter AUDSCRID (see page 4-7).
Example: "Call from USA"
ADD-RCSU:PEN=1-2-25-2,NO=1,ACT=YES,OPMODE=CONT,
OPTYPE=RANDOM,RECAPL=ACDR,RECNUM=2,LENGTH=5;
OPMODE Cont
OPTYPE Random
RECAPL Recorded announcement
RECNUM Recorded announcement number
LENGTH Duration how long the agent can hear the announcement.This can be queried
for each announcement via the front panel of the recorded announcement de-
vice.
2-5
Configuring a recorded announcement port for music (XMU mode => "CP NO" )
ADD-RCSU:PEN=1-2-25-3,NO=1,ACT=YES,OPMODE=CONT,
OPTYPE=RANDOM,RECAPL=ACDMUS,MUSNUM=1;
OPMODE CONT
OPTYPE RANDOM
RECAPL ACDMUS
MUSNUM In this way, the music which is stored on the XMU is broadcast to the member.
The MUSNUM is entered subsequently to the required ACD Routing Table with the
> AMO ACDRT, parameter "RTMUS" (see page 4-26).
In order to restrict the duration of the music, enter a time limit for the search for free
agents in the ACD Routing Table. It should be entered after the Music destination
field (ART command WTSEC).
The board port only starts operating when
1. it is connected to the recorded announcement device and
2. the announcement device is configured accordingly.
Testing recorded announcements

Recorded announcements cannot be selected and tested via a number. Announcements are
only available in ACD.
If you are not sure whether the announcements are working, they should first be configured us-
ing AMO SCSU. In this way they can be selected for test purposes via a number.
2-6
Setting up ACD in Hicom
3 Setting up ACD in HiPath 4000
Agent Supervisor
HiPath 4000
XMU (eXtended Message Unit)
The following steps are described in this chapter:
Enabling FlexRouting
Configuring agents and groups
Overview of agent/supervisor telephone features

Configure agent and supervisor telephones and their groups:
1. Configure agents and supervisors as members
2. Configure groups
3. Configure special features
a) Silent monitoring (<< requires authorization >> ).
b) Tone monitoring.
c) Automatic call pickup (e.g. where a headset is used).
Routing is described in Chapter 4.
3-1
4. Overview of agent and supervisor telephone functions
Keys (from page 3-14 onwards)

for agent/supervisor telephones
Agent logon/logoff Work
Agent unavailable Agent available
Marking (account code) Headset
Automatic call pickup Send emergency message
Short message to supervisor Acknowledgment
Primary group status Scroll key with LED for messages
Primary queue status Secondary queue status
Typical supervisor telephone keys
Short message to agent Secondary group status
Supervisor-only keys
Tone monitoring Tone monitoring (third-party monitoring)
Codes (from page 3-26 onwards)

for agent/supervisor telephones
Agent logon/logoff Work
Agent unavailable Agent available
Marking (account code) Headset
Short message to supervisor Primary group status
Primary queue status Secondary queue status
Typical supervisor telephone codes
Short message to agent Secondary queue status
Supervisor-only codes
Tone monitoring Tone monitoring (third-party monitoring)
CAF codes (from page 3-29 onwards)

(CAF=Control of Agent Features)
CAF group available CAF group unavailable
CAF group logoff CAF agent logoff
CAF agent available CAF agent unavailable
CAF call forwarding on CAF call forwarding off
Tone monitoring (third-party monitoring)
3-2
Setting up ACD in HiPath
Enabling FlexRouting in Hicom
3.1 Enabling FlexRouting in HiPath
Requirements
● A dongle must first be plugged at the operating terminal interface in order to enable
FlexRouting in Hicom 300 E.
● No special LCR, COP or COT details are required.
Dimensioning a FlexRouting datafield in Hicom (AMO DIMSU)

These details are used to define the maximum FlexRouting value.
ADD-DIMSU:TYPE=CC2,ACDAGT=300,ACDCQ=600,ACDGRP=30,ACDLOGON=50,
ACDPRIM=75,ACDRCG=1000,ACDSHIFT=100,ACDRT=100,ACDCALEN=100,ACDRTX=200,
ACDMONID=100,GDTR=10,DNI=100,DPDNI=10;
ACDAGT Number of agents which can be configured in ACD G
ACDCQ Number of entries in the ACD call queue
ACDGRP Number of configurable ACD groups
ACDLOGON Number of agents which can log on simultaneously
ACDPRIM Number of primary agents
This must be the same as the number in ACDAGT.
ACDRCG Number of route control groups (RCG)
ACDSHIFT Number of shifts
ACDRT Number of ACD Routing Tables
ACDCALEN Number of entries for calendar routing (for weekdays, Sundays and public
holidays)
ACDRTX Number of additional ACD Routing Tables
ACDMONID Number of ACL monitor points (e.g. number=number of ACDRCG)
GDTR Number of entries for translating source numbers
DNI Number of entries for translating ACD numbers
DPDNI Number of datapool elements for the DIMSU parameter DNI
DIS-DIMSU:TYPE=CC;
If you discover during further configuration that a particular field has been under-dimensioned,
a corresponding message is displayed.
You can then extend the required data field using the AMO DIMSU.
3-3
Setting up ACD in Hipath 4000
Enabling FlexRouting in Hicom
Old CO trunks which cannot be cleared down at next step

>
These trunks are associated with the following problem. Although the caller has
hung up, FlexRouting may not have registered this fact and forwards the call to an
agent. When the agent accepts this call, a busy tone is heard. This is why old CO
trunks should not be used.
Configuring FlexRouting in Hicom (AMO ZAND)

CHANGE-ZAND:TYPE=ACD,ACDALLOW=YES;
Number corresponds to the DPLN group for ACD FlexRouting:
Default value is 0#
The DPLN group ACDWABE should correspond to the DPLN group of the routing destinations.
Assign DPLN group (AMO ZAND)

CHANGE-ZAND:TYPE=ACD,ACDDPLN=0;
CAUTION
7
When the parameter ACDALLOW=NO is set,
● FlexRouting is deactivated and
● all agents are logged off.
3-4
Types of FlexRouting-compatible telephones
3.2 Types of FlexRouting-compatible telephones
FlexRouting-compatible telephones are marked with "+" Agent Superv. CAF

ANATE +
DIGI211 +
DIGI260 +
SET400 + + +
Ext. TTX, DTE
KEY300 SET500-based trading phone + + +
SET500 + + +
SET700 + + +
OPTISET + + +
SET600
CMI BASE OPTISET-based
CMI EXTLINE SET600-based extension line
CMI ADM OPTISET-based
CMI RADIO OPTISET-based cordless phone + + +
SKY MANAGER OPTISET-based
SKY EXTLINE SET600-based extension line
SKY PHONE OPTISET-based trading phone
SKY LINE OPTISET-based trading line + + +
NT LOGOPTI Network team OPTISET only logically defined but
physically to be plugged in a different Network
node
NT REMOPTI Network team OPTISET only physically plugged
but logically defined in a different Network node
NT EXTLINE SET600-based extension line
TC LOGOPTI OPTISET-based telecommuting station only
logically defined
TC REMOPTI OPTISET-based telecommuting station
Station signed off Member logged off + + +
Floating station Floating member
Station with + + +
associated DCI
CHESE executive Executive + +
CHESE secretary Secretary
CHESE Secretary representative + + +
3-5
Configuring ACD members
3.3 Configuring ACD members
Configuring members in WABE (AMO WABE)

ADD-WABE:CD=3401,DAR=STN,CHECK=N;
Configuring telephones in Hicom

Members may not be configured as secretaries (SECR=N).
● AMO SBCSU for optiset
● AMO SCSU for ANATE and DIGITE SET 400
● AMO SSCSU for SKY Line
● AMO SBCSU for DIGITE SET 500 and Set700
● SBCSU, SCSU and SSCSU are transparent for FlexRouting.
Activating members for management using FlexRouting (AMO SDAT)

Possible configurations:
CHA-SDAT:STNO=3242,TYPE=ATTRIBUT,DATTR=,AATTR=SUPER
CHA-SDAT:STNO=3243,TYPE=ATTRIBUT,DATTR=,AATTR=AGENT
CHA-SDAT:STNO=3244,TYPE=ATTRIBUT,DATTR=,AATTR=AGENT&SUPER
CHA-SDAT:STNO=3245,TYPE=ATTRIBUT,DATTR=,AATTR=AGENT&AUTOLOG
CHA-SDAT: STNO=3246 ,TYPE=ATTRIBUT, DATTR=,AATTR=AGENT&SUPER&AUTOLOG
AATTR activates attributes
DATTR deactivates attributes
Before a member attribute can be deactivated using SDAT, this must have been deactivated
using the AMO DSSU.
Once a member has been enabled for FlexRouting, it cannot immediately be

> deleted. In order to delete an agent port, FlexRouting must first be disabled.
3-6
Configuring ACD groups
3.4 Configuring ACD groups

Every ACD group must be assigned a supervisor. The first assigned group is agreed as
standard as the primary group for the supervisor.
If a supervisor is subsequently assigned to an additional group, the supervisor can also be
assigned another group as a primary group using the parameter PRIMARY.
Maximum values
Up to 255 groups can be configured.
Up to 1000 agents can be entered in a group.
Changing the search method

If the search method is changed from CIRC => FIFO or LIN => FIFO or vice versa, all agents
are logged on. Using AUTOLOG, agents which have been overlooked are automatically logged
on again in the port when the change occurs.
● Logoff is automatic when a change occurs
● Automatic logon only occurs with AUTOLOG

ADD-ACDGP:ACDGRP=1,SEARCH=FIFO,SUPEXT=3242,PRIMARY=YES,
LED=YES,ON=5,FLASH=7,WINK=10;
ACDGRP Group number <1-255> or no entry.
If a group number is not specified, the next free group number is used. A
preexisting ACDGRP group is not used.
SEARCH Call distribution for this group:
Standard=FIFO (long. idle), LIN=linear or CIRC=cyclical.
SUPEXT This is used to assign a supervisor to a group.
PRIMARY (Yes/no) is entered to define whether this is assigned to the supervisor as a
primary or secondary group. Each supervisor may only be assigned one
primary group.
LED Yes/standard=no: This defines whether the number of waiting calls is indicated
by a flashing LED (LED at the ACDPGS or ACDPQS key).
ON The LED remains on once this number of waiting calls is exceeded (1-253
calls).
FLASH The LED flashes once this number of waiting calls is exceeded (2-254).
WINK The LED winks once this number of waiting calls is exceeded (3-255).
Example: ON < FLASH < WINK
3-7
To activate the LED function, either the ACDPGS or the ACDPQS key must be configured.
ACDPGS=primary group status, ACDPQS=primary queue status (see page 3-26).
Displaying ACD groups

Example: Displaying ACD groups assigned to the supervisor 91101
DIS-ACDGP:SUPEXT=91101;
+-------+--------+---------+------+--------+----+-----+-----+
| |NUMBEROF| | | |LED |LED |LED |
|ACDGRP |AGENTS |SUPEXT |SEARCH|PRIMARY |ON |FLASH |WINK |
+-------+--------+---------+------+--------+----+-----+-----+
| 3 | 15 | 91101 | CIRC | NO | 7 | 15 | 30 |
+-------+--------+---------+------+--------+----+-----+-----+
| 4 | 8 | 91101 | LIN | NO | 7 | 15 | 30 |
+-------+--------+---------+------+--------+----+-----+-----+
| 11 | 17 | 91101 | FIFO | YES | 7 | 15 | 30 |
+-------+--------+---------+------+--------+----+-----+-----+
| 12 | 22 | 91101 | FIFO | NO | 7 | 15 | 30 |
+-------+--------+---------+------+--------+----+-----+-----+
Deleting ACD groups

An ACD group can be deleted if:
● It is not a primary group for a supervisor (parameter PRIMARY).
If several groups have been assigned to the supervisor, another group must be entered as
a primary groups where necessary.
Exception: If only one group is assigned to the supervisor, this can be deleted if both of the
following conditions are met:
● The agents assigned to this group have been reassigned or deleted using the AMO
AGENT (see page 3-9).
● This group is not entered into an ACD Routing Table (see page 4-26).
If these conditions are not met, the deletion action is rejected and an error message is output.
Example:
DEL-ACDGP:ACDGRP=2;
F13: THE ACD GROUP (ACDGRP) IS CONFIGURED AS THE PRIMARY GROUP.
IT CAN ONLY BE DELETED ONCE ANOTHER ACD GROUP IS CONFIGURED AS
A PRIMARY GROUP FOR THE SUPERVISOR.
3-8
Configuring agents
3.5 Configuring agents

Condition: The ACD groups have already been configured.
Define standard system parameters for agents

Using the AMO ACDSD, TYPE=SYS, set universally valid agent features:
CHA-ACDSD:TYPE=SYS,AGTIDLEN=3,QFACTOR=10,AGTTARGT=EXT,DELAYRBT=1;
AGTIDLEN <1..6> Number of agent ID characters.
QFACTOR <0-300> Time after which waiting calls are assigned.
Higher priority (0=priority unchanged, 5-sec. intervals).
AGTTARGT Entry which identifies agents:
=EXT : agent extension number.
=ID : agent identification number.
DELAYRBT Ringing tone delay <1...25>, standard = 5 seconds.
Maximum time value for DELAYRBT interval in the ART.
Example: DELAYRB entry in the ACD Routing Table
CHA-ACDRT:ART=22,TYPE=ARTSTEP,STEP=1,ACT=DELAYRB;
Configure agents and allocate group

AMO AGENT
ADD-AGENT:AGTID=101,ACDGRP=1,AGTPOS=1,AUTOWK=10,AUTOEXT=3243;
ADD-AGENT:AGTID=102,ACDGRP=1,AGTPOS=2,AUTOWK=10;
ADD-AGENT:AGTID=103,ACDGRP=1,AGTPOS=3,AUTOWK=10;
AGTID Unique agent identification number.
The number of characters is defined in ACDSD.
ACDGRP <0-255> group IDs.
0 = flexible agents (agents not assigned group membership).
AGTPOS <1...1000> Entering a position assigns a fixed position to the agent within a
group.
If a position is not entered, the agent is assigned as standard the next free
position in the ACD group table.
Note: This entry assigns a priority in the case of linear agent searches.
Wherever possible, the call is assigned to the agent with the lowest AGTPOS.
The agent search is defined in the AMO ACDGP.
3-9
Configuring agents
AUTOWK <0...300> Work time in 5-second intervals.

This defines the number of seconds, after a call is completed, during which
calls may not be assigned to the agent.
Standard=0, 299="unlimited" work time.
0=no work time, 1–10 in 1-second intervals 15–300 in 5-second intervals.
AUTOEXT Extension number for automatic logon.
Configure flexible agents (agents not assigned group membership)

Flexible agents are configured using the parameter ACDGRP=0.
In this case, AGTPOS cannot be configured for the agents.
Flexible agents are not assigned group membership until the supervisor has entered all
corresponding group data for these agents.
Only when this is complete can a flexible agent log onto this group.
Example: Configuring flexible agents:
ADD-AGENT:AGTID=111,ACDGRP=0,AUTOWK=20;
H06: THE AGENT (AGTID) 101 HAS BEEN CONFIGURED IN THE FLEXIBLE ACD
GROUP.
CHA AGENT (change agent)

The additional parameter NEWID is available for the action CHA AGENT
CHA-AGENT:AGTID=101,NEWID=93101;
H02: THE AGENT (AGTID) 101 HAS BEEN CHANGED.
Additional notes
Whether incoming call should be
● ACD-group distributed only or
● allocated directly to certain agents
can be entered subsequently in the ART.
Allocating calls directly to agents
Example: The agent with agent ID 301 is a member of group 104
Possible ART constellation Unauthorized ART constellations

1. RTAGT 301 1. RTGRP 104
2. RTGRP 104 2. RTAGT 301 => ERROR
3. ... 3. ...
3-10
Configuring FlexRouting telephone functions
3.6 Configuring FlexRouting telephone functions

This section introduces the default key standards of the FlexRouting telephone:
● optiset E T8 (page 3-14)
● optiset E T12 (page 3-16)
● SET 400 (page 3-14)
● SET 551/SET 751 (page 3-21)
Note for SET 500:
When installing Set500, use the latest firmware. Although the system will operate with old-
er versions, it cannot receive calls.
The terminal must be adjusted before calls can be forwarded to it (e.g. the handset must
be lifted or placed on-hook).
With FlexRouting you can also
● display the features using codes (see page 3-26)
This feature is used for workstations where the feature has not been configured on any
function key (e.g. ANATE) and
● display CAF features using codes (see page 3-29).
This allows the user, for example, to log an agent or group off from a supervisor telephone.
Do-not-disturb, voice calling protection, call forwarding and call forwarding, no answer are not
activated for ACD calls. These features continue are still available for non-ACD calls.
Features tone monitoring and silent monitoring

7 In certain countries these features may only be activated in consultation with the
customer and, where necessary, with employee representatives. Written customer
authorization must be provided (see page 3-34).
3-11
Possible agent supervisor telephone functions

Default ACD key standards are configured for the ACD functions. These key standards can be
modified as described from page 3-24 onwards.
Idx AMO TAPRO Key description

A ACDLOG Agent logon/logoff Max ID length 6 characters
A ACDWORK Work Activate only
A ACDNAV Agent unavailable Activate only
A ACDAV Agent available Deactivate work/unavailable
A ACC Marking (account code) Enter number of markings
H HS Headset Available/unavailable
H AUTOM Automatic call pickup Activate/deactivate
S ADDON Silent monitoring Third-party monitoring
S MONTONE Tone monitoring Tone monitoring
A/S ACDEMMSG Send emergency message Agent to supervisor
A/S ACDSPVM Short message to supervisor Agent to Supervisor
S ACDAGTM Short message to agent Supervisor to agent
AS ACK Acknowledgement Confirm short message
AS SCROL Arrow key with LED Scrolling in short messages
A ACDPGS Primary group status Status of own group
S ACDSGS Secondary group status Status of selected group
A ACDPQS Primary queue status Status of own queue factor
A ACDSQS Secondary queue status Queue factor of selected group
Column Idx
A Agent telephone
H Agent telephone with headset
S Supervisor telephone
AS Agent and supervisor telephone
A/S This key must also be configured on the supervisor telephone so that supervisors
can dispatch a message to their superiors. For this purpose the supervisor must be
configured as an agent in another group.
3-12
Notes about special keys

● "Available" key
The Available key terminates the
– unavailable,
– work and autowork modes.
● "Unavailable" key
Before leaving their workstations for a short time, agents must press this key.
● "ACK" key
When recording messages, the ACK and SCROL keys must be configured. The ACK key
cannot be configured as a keyboard code.
● Expansion to include 20 standard key assignments (STD)
The AMO TAPRO already provides standard FlexRouting key assignments for the SET
400, SET 500 and optiset telephones.
3-13
3.6.1 Telephone key standards

The telephones are described on the following pages:
● optiset E basic (T8) from page 3-14 onwards
● optiset E standard, advance and advance plus (T12) from page 3-16 onwards
● SET 400 from page 3-18 onwards
● SET 500/SET 700 from page 3-21 onwards
3.6.1.1 optiset basic (T8)
Key standards for agents

optiset basic (T8)
optiset E T8
* 1 Key Agent assignment TAPRO
1 Agent IDs ACDLOG
* 2
2 Available ACDAV
* 3 3 Unavailable ACDNAV
4 4 Work ACDWORK
*
5 Transactions code ACC
+ * 5 Classifies callers for
statistical evaluation
- * 6 6 Parking PARK
* 7 7 Release CL
8 Direct Station Selection DSS
* 8
3-14
Key standards for supervisors

optiset basic (T8)
optiset E T8
* 1 Key Supervisor TAPRO
assignment
* 2 1 Available ACDAV
2 Unavailable ACDNAV
* 3
3 Third-party monitoring ADDON
* 4
4 Tone monitoring MONTONE
+ * 5 5 Date REMIND
6 Parking PARK
- * 6
7 Release CL
* 7 8 Direct Station Selection DSS
* 8
optiset basic (T8): Display key standards

DIS-TAPRO:STD,14,OPTISET; or DIS-TAPRO:STD,15,OPTISET;
STD DIGTYP KEY ASSIGNMENT
Agents
14 OPTIT8 1 ACDLOG 2 ACDAV 3 ACDNAV 4 ACDWORK 5 ACC
6 PARK 7 CL 8 DSS
Supervisors
15 OPTIT8 1 ACDAV 2 ACDNAV 3 ADDON 4 MONTONE 5 REMIND
6 PARK 7 CL 8 DSS
3-15
3.6.1.2 optiset E Standard, Advance and Advance plus
Key standards for agents
optiset E T12
* 1 * 5 Key Agent assignment TAPRO

+
1 Agent IDs ACDLOG
* 2 * 6
- 2 Available ACDAV
* 3 * 7 3 Unavailable ACDNAV
4 Work ACD-
* 4 * 8
WORK
* 9 5 Scroll SCROL
6 Message for supervisor ACDSPVM
* 10
7 Confirm ACK
* 11 8 Emergency AC-
DEMMSG
* 12
9 Transactions code ACC
Classifies callers for sta-
tistical evaluation
10 Parking PARK
11 Release CL
12 Direct Station Selection DSS
3-16
Key standards for supervisors
optiset E T12
Key Supervisor Tapro

assignment
* 1 * 5
+ 1 Available ACDAV
* 2 * 6 2 Unavailable ACDNAV
-
7 3 Third-party monitoring ADDON
* 3 *
4 Tone montoring MONTONE
* 4 * 8
5 Scroll SCROL
* 9 6 Message for agent ACDAGTM

7 Confirm ACK
* 10
8 Primary group status ACDPGS
* 11 9 Primary queue status ACDPQS
12 10 Parking PARK
*
11 Release CL
12 Direct Station DSS
Selection
optiset E (T12): Display key standards

DIS-TAPRO:STD,17,OPTISET; or DIS-TAPRO:STD,16,OPTISET;
Agents
16 OPTIT12 1 ACDLOG 2 ACDAV 3 ACDNAV 4 ACDWORK 5 SCROL
6 ACDSPVM 7 ACK 8 ACDEMMSG 9 ACC 10 PARK
11 CL 12 DSS
Supervisors
17 OPTIT12 1 ACDAV 2 ACDNAV 3 ADDON 4 MONTONE 5 SCROL
6 ACDAGTM 7 ACK 8 ACDPGS 9 ACDPQS 10 PARK
11 CL 12 DSS
3-17
3.6.1.3 SET 400
Key standards
SET 451 T 25 FD
* 9 * 1
10 ACD assignment 2
* *
* 11 * 3
* 12 * 4
* 13 * 23
* 14 * 24
* 15 * 19
* 16 * 20
* 5 8
* 29 * 7 6
* 18 22
* 17 21
Key Agent 1/2 TAPRO Supervisor TAPRO

9 Agent IDs ACDLOG Available ACDAV
10 Available ACDAV Unavailable ACDNAV
11 Unavailable ACDNAV Third-party monitoring ADDON
12 Work ACDWORK Tone monitoring MONTONE
1 Scroll SCROL Scroll SCROL
3-18

2 Message for supervisor ACDSPVM Message for agent ACDAGTM
3 Confirm ACK Confirm ACK
4 Emergency ACDEMMSG Emergency message ACDEMMSG
SET 400: Key standards

Agent 1: DIS-TAPRO:STD,14,SET400;
Supervisor: DIS-TAPRO:STD,16,SET400;
Agent 1
14 SET4C2 1 SCROL 2 ACDSPVM 3 ACK 4 ACDEMMSG 5 FWD
6 SNR 7 PU 8 CBK 9 ACDLOG 10 ACDAV
11 ACDNAV 12 ACDWORK 13 REMIND 14 TRNS 15 SPLT
16 ST 17 SPKR 18 CH 19 KNOVR 20 CONF |
21 CONS 22 RLS 23 PARK 24 CL 25 VACANT |
26 VACANT 27 VACANT 28 VACANT 29 MB
Agent 2
15 SET4C2 1 SCROL 2 ACDSPVM 3 ACK 4 ACDEMMSG 5 FWD
6 SNR 7 PU 8 CBK 9 ACDLOG 10 ACDAV
11 ACDNAV 12 ACDWORK 13 ACC 14 TRNS 15 SPLT
16 ST 17 SPKR 18 CH 19 KNOVR 20 CONF |
21 CONS 22 RLS 23 PARK 24 CL 25 VACANT |
Supervisors
16 SET4C2 1 SCROL 2 ACDAGTM 3 ACK 4 ACDPGS 5 FWD
6 SNR 7 PU 8 CBK 9 ACDAV 10 ACDNAV
11 ADDON 12 MONTONE 13 REMIND 14 TRNS 15 SPLT
16 ST 17 SPKR 18 CH 19 KNOVR 20 CONF
21 CONS 22 RLS 23 PARK 24 CL 25 VACANT
3-19
3.6.1.4 SET 500/SET 700
Key standards
SET 500/ SET 700

* 1 * 9
* 2 * 10
* 3 * 11
* 4 * 12
* 5 * 13
* 6 * 14
* 7 * 15
* 8 * 16
* 17 21
* 25
* 18 22
* 19 23
* 20 24

1 Agent IDs ACDLOG Available ACDAV
2 Available ACDAV Unavailable ACDNAV
3 Unavailable ACDNAV Third-party monitoring ADDON
4 Work ACDWORK Tone monitoring MONTONE
9 Scroll SCROL Scroll SCROL
10 Message for supervisor ACDSPVM Message for agent ACDAGTM
3-20

11 Confirm ACK Confirm ACK
12 Emergency ACDEMMSG Emergency message ACDEMMSG
SET 500/700: Key standards

Supervisor: DIS-TAPRO:STD,11,SET500;
Agent 1
9 SET500 1 ACDLOG 2 ACDAV 3 ACDNAV 4 ACDWORK 5 REMIND |
6 TRNS 7 SPLT 8 ST 9 SCROL 10 ACDSPVM |
11 ACK 12 ACDEMMSG 13 NAME 14 CL 15 KNOVR |
16 CONF 17 FWD 18 PU 19 CH 20 SPKR |
21 CBK 22 SNR 23 RLS 24 CONS 25 MB
Agent 2
10 SET500 1 ACDLOG 2 ACDAV 3 ACDNAV 4 ACDWORK 5 ACC |
6 TRNS 7 SPLT 8 ST 9 SCROL 10 ACDSPVM |
11 ACK 12 ACDEMMSG 13 NAME 14 CL 15 KNOVR |
Supervisors
11 SET500 1 ACDAV 2 ACDNAV 3 ADDON 4 MONTONE 5 REMIND |
6 TRNS 7 SPLT 8 ST 9 SCROL 10 ACDAGTM |
11 ACK 12 ACDPGS 13 ACDPQS 14 CL 15 KNOVR |
3-21
3.6.2 TAPRO parameters and key descriptions
TAPRO Key description

ACC Account code (mark call) ACD
ACDAGTM Send message to agent ACD
ACDWORK Agent working ACD
ACDLOG Agent LOGON/LOGOFF ACD
ACDEMMSG Send emergency message ACD
ACDNAV Agent unavailable (e.g. for a short break) ACD
ACDPGS Primary group status ACD
ACDPQS Primary queue status ACD
ACDSGS Secondary group status ACD
ACDSQS Secondary queue status ACD
ACDSPVM Send message to supervisor ACD
ACDAV Agent available ACD
ACK Acknowledge message ACD
DND Do-not-disturb key
KNOVR Key for call override, call waiting ...
VCR Direct voice calling protection
FWD Call forwarding key
PU Call pickup
PUS Call pickup (for executive/secretary telephone)
AUTOM Automatic call pickup ACD
MB Mailbox key
MSGR Message retrieval key
CH Check (query mailbox contents)
CL Clear
VC Voice calling key
DSS Direct Station Selection key
STO Data transfer (store)
VACANT Key unassigned
CONF Conference key
LNAME Local name key
3-22
TAPRO Key description

SPKR Loudspeaker key
SPLT Toggle
MONTONE Tone monitoring ACD
MUTE Loudspeaker mute key
NAME Name key
NV Non-voice (data) key
PARK Parking key
CC Code calling key
CONS Consultation
CBK Callback, trunk queuing
RNGXFER Ring transfer (for executive/secretary telephone)
HT Hunt group key (on/off)
SCROL Scroll messages ACD
HS Headset key
ST Start key
REMIND Reminder function key
RLS Release
DOOR Door key
TRNS Transfer, pickup
TIME Date/time
REP Representative key (for executive/secretary telephone)
LNR Redial last number dialled
SNR Store number, redial number
ADDON Third-party monitoring key
The LED next to the ACDPGS button (or ACDPQSC if only this button is installed)
> does not light up when the button is operated as this LED is used as a call waiting
level LED. This means that this LED indicates the number of waiting callers, see
Section 3.4 on page 3-7.
3-23
3.6.3 Configuring customer-specific key standards

Cistomer-specific key standards can be configured in two ways:
1. The standard key assignment can be modified for a particular telephone.
Unassigned standard numbers can be configured (depending on
availability) or a default standard number (STD) can be overwritten.
2. The key assignment can modified specifically for particular extensions.
Modifying key standards for various types of telephone

DIS-TAPRO:STD,9,SET500; Display the STD 9 key assignment
+-----+---------+----------------------------------------------------------------+
| 9 | SET500 | 1 ACDLOG 2 ACDAV 3 ACDNAV 4 ACDWORK 5 REMIND |
| | | 6 TRNS 7 SPLT 8 ST 9 SCROL 10 ACDSPVM |
| | | 11 ACK 12 ACDEMMSG 13 NAME 14 CL 15 KNOVR |
| | | 16 CONF 17 FWD 18 PU 19 CH 20 SPKR |
| | | 21 CBK 22 SNR 23 RLS 24 CONS 25 MB |
+-----+---------+----------------------------------------------------------------+
● optiset
CHA-TAPRO:,<nn>,OPTISET,ACDLOG,ACDAGTM,...; <nn>standard number 0-19
● SET 400
CHA-TAPRO:,<nn>,SET400,ACDLOG,ACDAGTM,...; <nn>standard number 0-19
● SET 500/700
CHA-TAPRO:,<nn>,SET500,ACDLOG,ACDAGTM,...; <nn>standard number 0-19
3-24
Modifying agent telephone key standards (e.g. telephone no. 3401)

● optiset
Modify keys 01-04 and 09-12
Function keys: ,01,02,03,04,,,,,,09,10,11,12;
CHA-TAPRO:3401,,OPTISET,xx,xx,xx,xx,,,,,,xx,xx,xx,xx;
....additional telephones
● SET 451
Modify keys 01-04, 09-14 and 23-24
Function keys: ,01,02,03,04,,,,,09,10,11,12,13,14,..,23,24;
CHA-TAPRO:3401,,SET400,xx,xx,xx,xx,,,,,xx,xx,xx,xx,xx,xx,..,xx,xx;
....additional telephones
● SET 551 and 751
Modify keys 01-04 and 09-12
Function keys: ,01,02,03,04,05,06,,,09,10,11,12,13,14;
CHA-TAPRO:3401,,SET500,xx,xx,xx,xx,xx,xx,,,xx,xx,xx,xx,xx,xx;
.....additional telephones
xx => ACC / ACDAGTM / ACDWORK / ACDLOG / ACDEMMSG / ACDNAV / ACDPGS /
ACDPQS / ACDSGS / ACDSPVM / ACDSQS / ACDAV / ACK / SCROL /
MONTONE /
ADDON Third-party monitoring (silent monitoring) /
DND (do-not-disturb key) /
KNOVR (key for call override, call waiting, etc.) .
See page 3-14 for an explanation of parameters.
Assigning key standards for an extension

CHA-TAPRO:STNO=3401,DIGTYP=SET500,STD=17;
3-25
3.6.4 Configuring codes for ACD functions (AMO WABE)

As well as key functions, features can also be activated using codes.
Example: configuring codes
Code WABE CP Feature

927 ACC Account code Marking calls (# f. terminate)
928 MONSLNT Silent monitoring Third-party monitoring
929 MONTONE Tone monitoring Tone monitoring
930 ACDLOGON Agent logon Agent logs on
931 ACDLOGOF Agent logoff Agent logs off
932 ACDAV Available Agent available
933 ACDNAV Unavailable Agent unavailable
934 ACDWORK Work Work on
936 ACDPGS Primary group status Displays own group status
937 ACDSGS Secondary group status Displays status of selected group
938 ACDPQS Primary queue status Displays own queue status
939 ACDSQS Secondary queue status Displays queue status of selected group
980* ACDSHMSG Short message to Agent to supervisor
supervisor
981* AC- Send emergency message Agent to supervisor
DEMMSG
*These codes are only available with ANATE.
These codes can also be used to activate features for telephones

● which do not have function keys (e.g. ANATE) and
● where a given feature is not assigned a function key.
Configure codes in consultation with the customer and supplement the table on
> page 3-32 with the customer-specific data.
Because agents may also have access to the customer table on page 3-32, it
contains no information concerning silent or tone monitoring.
3-26
Digit analysis results are configured in WABE as follows:

● Mark calls
Marking code (account code or transactions code)
ADD-WABE:CD=927,DAR=ACC,CHECK=N;
● Monitoring
Silent monitoring (third-party monitoring) (see also page 3-34)
ADD-WABE:CD=928,DAR=MONSLNT,CHECK=N;
Tone monitoring (see also page 3-34)
ADD-WABE:CD=929,DAR=MONTONE,CHECK=N;
● Agents
ACD agent logon
ADD-WABE:CD=930,DAR=ACDLOGON,CHECK=N;
ACD agent logoff
ADD-WABE:CD=931,DAR=ACDLOGOF,CHECK=N;
ACD agent available
ADD-WABE:CD=932,DAR=ACDAV,CHECK=N;
ACD agent unavailable
ADD-WABE:CD=933,DAR=ACDNAV,CHECK=N;
ACD agent work
ADD-WABE:CD=934,DAR=ACDWORK,CHECK=N;
● Telephone status display
Primary ACD group status
ADD-WABE:CD=936,DAR=ACDPGS,CHECK=N;
Secondary ACD group status
ADD-WABE:CD=937,DAR=ACDSGS,CHECK=N;
Primary ACD status of the group queue
ADD-WABE:CD=938,DAR=ACDPQS,CHECK=N;
3-27
Secondary ACD status of the group queue

ADD-WABE:CD=939,DAR=ACDSQS,CHECK=N;
● Short messages
Short message
ADD-WABE:CD=980,DAR=ACDSHMSG,CHECK=N;
Emergency message
ADD-WABE:CD=981,DAR=ACDEMMSG,CHECK=N;
3-28
3.6.5 Configuring CAF codes (AMO WABE)

CAF codes have a remote control function. In this way supervisors can, for example, assign
calls to particular agents and particular groups, or select a particular RCG.
Example: CAF code assignment
Code WABE CP Feature

CAF => Control of Agent Feature (only with telephones with CAF authorization)
982 CAFGRAV CAF group available 982 + group no.
983 CAFGRNAV CAF group unavailable 983 + group no.
984 CAFGROFF CAF group logoff 984 + group no.
985 CAFAV CAF agent available 985 + agent no.
986 CAFNAV CAF agent unavailable 986 + agent no.
987 CAFLOGOF CAF agent logoff 987 + agent no.
988 CAFAFWD CAF call forwarding on 988 + RCG address + forwarding
destination
989 CAFDFWD CAF call forwarding out 989 + RCG address
Conditions for using CAF functions

In order to call up CAF codes at a telephone, it must have CAF authorization. This authorization
is assigned using the AMO SDAT.
CHA-SDAT:STNO=3520,TYPE=ATTRIBUT,DATTR=,AATTR=AGENT&AUTOLOG&SUPER&CAF&...;
Digit analysis results are configured in WABE as follows:

CAF group available: ADD-WABE:CD=982,DAR=CAFGRAV,CHECK=N;
CAF group not available: ADD-WABE:CD=983,DAR=CAFGRNAV,CHECK=N;
CAF group logoff: ADD-WABE:CD=984,DAR=CAFGROFF,CHECK=N;
CAF agent available: ADD-WABE:CD=985,DAR=CAFAV,CHECK=N;
CAF agent not available: ADD-WABE:CD=986,DAR=CAFNAV,CHECK=N;
CAF agent logoff: ADD-WABE:CD=987,DAR=CAFLOGOF,CHECK=N;
CAF RCG call forwarding on: ADD-WABE:CD=988,DAR=CAFAFWD,CHECK=N;
CAF RCG call forwarding off: ADD-WABE:CD=989,DAR=CAFDFWD,CHECK=N;
3-29
CAF group available/group unavailable/group logoff

● Group unavailable
– Dial code for "CAF group unavailable" (e.g. CAF code 982).
– Enter the number of the group in question.
● Group available
– Dial code for "CAF group available" (e.g. CAF code 983).
– Enter the number of the group in question .
● Group logoff
– Dial code for "CAF group logoff" (e.g. CAF code 984).
– Enter the number of the group in question.
This removes the group from call distribution.
A confirmation tone is output.
CAF agent available, agent unavailable, agent logoff

Use the AMO ACDSD to define whether the number or ID is to be entered.
● Agent available
An agent with status "unavailable" or "work" is now available for call distribution.
– Dial code for "CAF agent available" (e.g. CAF code 985).
– Enter the number and agent ID of telephones with status "unavailable" and "work".
● Agent unavailable (e.g. pause)
– Dial code for "CAF agent unavailable" (e.g. CAF code 986)
– Enter the number of the telephone and agent ID, for which the pause function is to be
activated.
● Agent logoff
This removes the agent from call distribution.
– Dial code for "CAF agent logoff" (e.g. CAF code 987).
– Enter the number and ID of the telephone or agent which is to be logged off.
3-30
CAF call forwarding of a Route Control Group (RCG, see page 4-26)
This allows an RCG to be forwarded to another destination (e.g. night destination)
● Activate call forwarding for a RCG
– Dial the code for call forwarding (e.g. CAF code 988).
– Wait for the signal tone.
– Enter the RCG number (CAFDN and not the RCG index).
Use the RCG number (CAFDN) which you have used to the configure the RCG in the
WABE.
– Enter the destination number to which the calls to this RCG are to be rerouted.
The forwarding destination can also be another ACD number.
– A confirmation tone is output.
In this way the RCG is forwarded to the corresponding destination.
● Cancelling call forwarding (activating day destination)
– Dial the code for "cancel call forwarding“ (e.g. CAF code 989).
– Wait for the tone.
– Enter the RCG address for which call forwarding is to be cancelled.
3-31
Codes for activating FlexRouting features

The table below must be supplemented with the codes which each individual customer should
dial. This table should be made available to all supervisors and agents.
Code Feature
Account code Marking calls
Agent logon Agent logon
Agent logoff Agent logoff
Agent available Terminates "unavailable" and "work" modes
Unavailable Agent unavailable
Work Work
Primary group status Displays own group status
Secondary group status Displays status of selected group
Primary queue status Displays own group queue
Secondary queue status Displays queue of selected group
Headset Switches between available/unavailable
Automatic call pickup Switchover on/off
Short message to supervisor Agent to supervisor
Send emergency message Agent to supervisor
Short message to agent Supervisor to agent
Acknowledgment Confirm short message
Scroll key with LED Scroll through short messages
CAF group available CAF code: group available
CAF group unavailable CAF code: group unavailable
CAF group logoff CAF code: group logoff
CAF agent available CAF code: agent available
CAF agent unavailable CAF code: agent unavailable
CAF agent logoff CAF code: agent logoff
3-32
Code Feature
CAF forwarding on CAF code: call forwarding on
CAF forwarding off CAF code: call forwarding off
3-33
3.6.6 Tone monitoring/silent monitoring
Silent monitoring and tone monitoring

7 In certain countries, these features may only be activated in consultation with the
customer, and where necessary, with employee representatives.
Written customer authorization must be provided.
The supervisor can use these features to monitor agent calls which are currently in progress.
The supervisor microphone is switched off when this feature is in use.
● With tone monitoring, agents and callers hear the conference tone.
● With silent monitoring, agents and callers are not informed that the supervisor is monitoring
the call.
Procedure
1. Activate silent and tone monitoring for all calls:
● Tone monitoring
CHA-ZAND:TYPE=ACD,MONTONE=YES;
● Silent monitoring
This feature is unnauthorized in Germany and can thus only be activated where pass-
word level 5 authorization exists.
SET-ZAND:MONSLNT=YES;
Password:
Enter the level 5 password.
2. Configure digit analysis results
This allows silent and tone monitoring to be activated using a speeddial code.
ADD-WABE:CD=928,DAR=MONSLNT,CHECK=N;
ADD-WABE:CD=929,DAR=MONTONE,CHECK=N;
CD Number used to display the feature on the supervisor telephone
DAR=MONSLNT Silent monitoring (no tone)
DAR=MONTONE Tone monitoring
Only extensions with the corresponding authorization can be used for

> monitoring purposes.
3. Authorize the supervisor to monitor agent calls.
3-34
Call monitoring must be activated individually for each agent.

CHA-SDAT:STNO=AgentNr,TYPE=ATTRIBUT,AATTR=CBSTMON;
STNO Number of member for which monitoring is authorized.
AATTR=CBSTMON Configures an attribute: The agent’s calls may be monitored.
4. Authorize the supervisor for silent monitoring
CHA-SDAT:STNO=SupervisorNr,TYPE=ATTRIBUT,AATTR=CASTMON;
STNO Supervisor member number.
This extension can be used for monitoring purposes.
AATTR=CASTMON The station is authorized to monitor agent calls.
5. Now define whether the agent’s ID or number must be entered in order to activate moni-
toring
CHA-ACDSD:TYPE=SYS,AGTTARGT=EXT and ID
AGTTARGT=EXT To monitor agent calls, the EXTENSION is entered.
AGTTARGT=ID To monitor agent calls, the AGENT ID is entered.
In FlexRouting, the entries EXT or ID refer to the following features:

>
● Short messages
● CAF
● Silent and tone monitoring
3-35
If you wish to monitor a call:

1. Press the following on a telephone authorized for monitoring:
a) The Silent Monitoring and Tone Monitoring keys or
b) Enter the code for silent monitoring and tone monitoring.
2. Now enter the processor number of the agent whose calls you wish to monitor:
a) If you have used the AMO ACDSD, TYPE=SYS to define that the agent ID is to be
used:
E N T E R C O D E N U MB E R
b) If you have used the AMO ACDSD, TYPE=SYS to define that the agent number is to
be used:
E N T E R E X T E N S I O N
When a correct processor number is entered but

● monitoring is not authorized for this agent, the function is aborted and a message is output.
When configuring agents, monitoring authorization must be defined individually for each
agent (AMO SDAT).
● this agent is already being monitored by another supervisor, the function is also aborted
and a message is output.
With tone monitoring, an override tone is output at intervals during the conversation
> being monitored. This notifies the agent and caller that the call is being monitored.
3-36
3.6.7 Automatic Incoming Call Signaling (AICS)

The AICS (Automatic Incoming Call Signaling) facility can be used for automatically connecting
telephone calls to the agent. When a call arrives, the agent hears a „ZIP tone", and is then im-
mediately connected to the caller.
The agent does not have to perform any actions in order to collect the call.
AICS is permitted only in conjunction with digital telephones
1. which have a configurable headset key or a headset adapter that notifies the system when
a headset has been plugged in.
These headsets can be broken down into two types:
a) Modular headset (headset instead of earpiece)
This is a headset without any hardware detection facility. With this headset, the system
is not able to recognize whether a headset has been inserted in the telephone or not.
In order to activate these headsets, a button must be provided on the telephone.
The headset is activated/deactivated by pressing the headset button.
b) Jack headset (headset and ear piece)
This headset type requires a special hardware detection facility that notifies the sys-
tem whether a headset is connected to the telephone or not.
With this headset type, the agent does not need to press a button in order to notify the
system that a headset has been connected to the telephone.
2. which are equipped with an additional function key and a key table that enables automatic
call acceptance to be activated/deactivated. This key is known as the „Auto/Manual" key.
For telephones that are supplied with a headset, it is possible for the system to automati-
cally switch over to automatic call acceptance with the following activities:
– When the headset is connected
– When the headset button is pressed
– When the „Auto/Manual" button is pressed.
3-37
Configuring short messages and emergency messages
3.9 Configuring short messages and emergency messages

Short messages are configured using the AMO ACDSD, TYPE=MSG.
CHA-ACDSD:TYPE=MSG,MESSAGE="<Text>",MSGCAT=<TYPE>[,MSGNUM=<n>];
MSGCAT EMER: 1 emergency message can be configured
AGENT: up to 8 messages "Supervisor to agent"
SPV:: up to 8 messages "Agent to supervisor"
MESSAGE Text field max. 24 characters (preassigned with blank spaces as default).
[MSGNUM] Number of given message (agent and supervisor only)
Examples
● Short messages: supervisor to agents
CHA-ACDSD:
TYPE=MSG,MESSAGE="#1: supervisor to agent",MSGCAT=AGENT,MSGNUM=1;
CHA-ACDSD:
TYPE=MSG,MESSAGE="#8: supervisor to agent",MSGCAT=AGENT,MSGNUM=8;
● Short messages: agent to supervisors
CHA-ACDSD:
TYPE=MSG,MESSAGE="#1: agent to superv.",MSGCAT=SPV,MSGNUM=1;
CHA-ACDSD:
TYPE=MSG,MESSAGE="#8: agent to superv.",MSGCAT=SPV,MSGNUM=8;
● Emergency short message
CHA-ACDSD:TYPE=MSG,MESSAGE="Help required!!!",MSGCAT=EMER;
● Alerting tone
Deactivate: CHA-SDAT:STNO=x...x,TYPE=ATTRIBUT,DATTR=,AATTR=DNDSR;
Activate: CHA-SDAT:STNO=x...x,TYPE=ATTRIBUT,DATTR=DNDSR;
3-39
Configuring short messages and emergency messages
Display
DIS-ACDSD:TYPE=MSG,MSGCAT=AGENT;
ACD SHORT MESSAGES

MSGCAT MSGNUM MESSAGE
AGENT 1 Supervisor to agent
...
3-40
4 Configuring FlexRouting
Set up "incoming call => agent telephone" link
1. ACD numbers (Service numbers)
This refers to the numbers which the customer dials.
The properties of an ACD number are defined in the DNIT table.
2. DNIT tables (DNIT => Directory Number Information and Translation)
3. RCG (Route Control Groups)
4. Calendar for
a) each of the 7 days of the week
b) special days and national holidays
5. Shift numbers which can be assigned to the weekdays and special days.
6. ART (ACD Routing Tables)
Each shift is linked to an ACD Routing Table. The shift numbers define the routing table
assigned to a shift.
Several shift numbers can also be linked to a single ACD Routing Table.
4-1
Overview of tables processed for FlexRouting
Primary DNIT table (Type=DNI)

ACD number
The starting point is generally the
(with source no. if applicable) primary DNI table,
where the
INTRTDN parameter = ACD number.
The result is a:
Route Control Group (RCG)
RCG (index)
Specific calendar days

and weekdays
Check
the shift number which applies
to this Route Control Group (RCG)
The result is a
Shift number
Shift number and time
DNI tables for "destination- page 4-11

based routing only"
ACD Routing Table
DNI tables for "destination/ page 4-13
(ART)
source-based routing"
Primary DNI table page 4-24
DNI GDTR rules page 4-21
The ART which was created
Secondary DNI table page 4-20
for this
Shift numbers page 4-35 shift number and time
ACD Routing Tables page 4-26 is executed
4-2
Structural overview: searching for the ACD Routing Table which applies to the caller
DNI table
ACD call Number analysis AMO DNIT : TAB=DNI
AMO WABE INTRTDN x (primary table)
ROUTING=DRTSA or DRTD
GDTRRULE
DISPLAY
Type of Destination and source number RCG

number
ROUTING = DRTSA
analysis GDTRRULE = d PRI
OVRPRI
Destination
AMO DNIT : TAB=GDTR
number only AUDSRCID
GDTRRULE
ROUTING = DRTD THRSHLD
AMO DNIT DGTSTR
Rule for source analysis
ROUTING e
INTRTDN i ROUTING f
INTRTDN i INTRTDN i (secondary table)
Internal routing address number
ROUTING = SA
GDTRRULE
DISPLAY
RCG
RCG (Route Control Group)
..........
Calendar routing
AMO ACDRS : TYPE = CR
z
CR=Calendar Routing
Has today’s SUN
No RCG, weekday
date been programmed AMO ACDRS : TYPE = RS
MON x
in CR?
Shift number TUE x
AMO ACDRS : TYPE = DS
Yes WED x
DSNUM x,
DSNUM x, THU x
Time Time
FRI y
SAT z
DSNUMxx
DSNUM
y
Shift Set A
(End of shift) z
SHIFT
EOSART
Timec ART 1
ACD Routing Tables
ART c for shifts
00:00-07:59 routing steps d
EOF = YES/NO AMO ACDRT
ACTION
Step(Announcement1)
1 Value
08:00-15:59
SHIFT routing
Stepsteps
2 Value e
ACTION (Announcement...)
EOS Time ART x Step 3 Value
ART d
Step24
ACTION
Step Value
EOS = YES/NO
Shift Set Step 5 Value
max. 64
max. 16
max. 1020 max. 4000
4-3
Configuring Route Control Groups and ACD numbers
4.1 Configuring Route Control Groups and ACD numbers

Incoming ACD calls are routed to a DNIT table. RCG and ACD numbers must already exist in
order to set up the DNIT tables.
ACD call ACD number => RCG (index)

The ACD number is used to access
ACD number: 93511 the DNIT table.
RCG address 9620 with RCG 100 The call is subsequently routed with
RCG.
4.1.1 Configuring ACD numbers

ACD numbers are the numbers dialled by the customer to access ACD.
Use the AMO WABE to configure ACD numbers as follows:
ADD-WABE:CD=93501,DAR=STN,CHECK=NO;
....
ADD-WABE:CD=93511,DAR=STN,CHECK=NO; CD=station number
4-4
4.1.2 Configuring Route Control Groups

The Route Control Group is a table of the AMO ACDSD, TYPE=RCG.
Each Route Control Group comprises
● the RCG address (internal number of RCG for CAF) and
● the RCG index (also referred to as RCG).
The RCG index determines the shift number which applies to a given call.
Explanation
The ACD numbers are subsequently assigned to the RCGs in the DNIT tables (see page 4-7).
An incoming call with an ACD number is routed to the DNIT table which lists this ACD number
as INTRTDN. The DNIT table assigns (amongst other things) an RCG (RCG index) to the call.
The next routing step is based on the RCG identified for the call. In conjunction with the day
and time, the RCG determines the shift number which applies to the call in question.
A joint RCG can also be assigned to several ACD numbers (see page 4-10)
Procedure
Configuring an RCG address in the WABE
ADD-WABE:CD=9260,DAR=RCG,CHECK=NO; e.g. RCG address 9260
Configuring a Route Control Group
CHA-ACDSD:TYPE=RCG,RCG=100,CAFDN=9260; add RCG 100
TYPE=RCG Create RCG table
RCG=<1...1020> Range of RCG index: 1-1020
CAFDN=1-6-digit RCG address or RCG number Users with CAF require this number in
order to set up call forwarding for the RCG (see also page 3-31 and
page 1-9).
4-5
Changing an RCG address

It is not possible to modify an RCG address (e.g. 9260) directly.
Proceed as follows to change an RCG (RCG index e.g. 100):
● delete CAFDN (e.g. 9260) and RCG (CHA-ACDSD:RCG,100,*;)
● then create the RCG index (e.g. 100) with the new CAFDN value (e.g. 9280).
4-6
Configuring DNIT tables
4.2 Configuring DNIT tables

In general, a separate DNIT table (TYPE=DNI) is provided for each ACD number.
2 tables can be set up with the AMO DNIT:
● DNI table (Directory Number Information)
DNIT table, TAB=DNI

ACD call
INTRTDN 93511
ACD number: 93511 ROUTING - DRTD
RCG 100 with RCG address 9620
GDTRRULE - 0
DISPLAY "ACD 93511"
RCG - 100 (RCG index)
PRI - 10
OVRPRI - 5
AUDSRCID -
THRSHLD - *
The DNI table contains routing and display information to identify the calling and called par-
ties.
The AUDSRCID field for Audible Source Identification (see page 2-1).
The customer does not hear this announcement.
It is used to audibly identify the source of the call when the agent answers the call (e.g.
"call from Spain").
● GDTR table (General Digit Translation) see from page 4-13 onwards
GDTR tables are set up if routing is based on the source number.
A source number or source numbering plan can be recorded in each GDTR rule. An indi-
vidual DNIT table can also be assigned as the destination.
Using the country code on the agent display, a message such as "Call from USA" for ex-
ample, can thus appear on the agent display.
4-7

ADD-DNIT:TAB=DNI,INTRTDN=93511,ROUTING=<PARAM>,GDTRRULE=<NO.>,
Display="ACD VIA 95511",RCG=100,Pri=10,Ovrpri=5,AUDSRCID=1,THRSHLD=*;
INTRTDN<NO. ACD number to which the parameters of this DNIT table are to be as-
signed.
ROUTING=<PARAM> DRTD: destination-based routing (see page 4-11)
DRTSA: destination/source-based routing (see page 4-13)
SA: the table is a continuation of DRTSA
GDTRRULE=<no.> GDTRRULE must be =0 if ROUTING=SA
GDTRRULE must not be equal to 0 if ROUTING=DRTSA
DISPLAY=<TEXT> Text which appears on the agent display
RCG=100 RCG index which is entered in the calendar routing (ACD number =>
RCG index) and the daily routing tables
PRI=10 <1...64> Priority determining position of the call in the call queue
(1=max. priority).
OVRPRI=5 <1...64> Priority of call if it is routed to an overflow group (1=max.
priority).
AUDSRCID=1 Number of announcement port for "audible source identification". If
an announcement number is specified here, this announcement is
played to that agent when the agent answers a call (e.g "Call from
USA")
Use the announcement number set up with the AMO RCSU (see
page 2-1).
THRSHLD Max. number of simultaneous callers to a DNI, see also page 4-25
THRSHLD=*
This value extends the ACD routing functions to all callers who use
this ACD number. This is generally the case, as all callers should
hear at least one ACD announcement rather than a busy tone. This
also ensures that all callers using this ACD number are included in
the ACD statistics.
These statistics are analysed by ACDApp on the ACD server.
THRSHLD=<no.>
This value limits the number of calls that can be added to the call
queue under a given ACD number. If the number of calls in the queue
for this ACD number corresponds to <no.>, all subsequent callers
hear a busy tone.
Calls which were not answered (busy tone) are not included in the
statistics.
4-8
Automatic increase in priority

A meter automatically increases the priority of the waiting callers at a programmable interval
(between 0 and 300 seconds). This interval is set with the AMO ACDSD (see page 3-7).
CHA-ACDSD:TYPE=SYS,QFACTOR=<no.>;
0 = no increase,
1–10 at intervals of 1 second,
15–300 at intervals of 5 seconds
. . . the next step

Incoming ACD calls are forwarded to the DNIT table where the INTRTDN corresponds to the
ACD number.
Further routing is determined by the configuration of the corresponding DNIT table (destination-
based or destination/source-based).
... see following pages for subsequent procedures:
1. Notes on assigning a joint RCG to several ACD numbers, see page 4-10.
2. DNIT tables for destination-based routing
Set up the following:
– DNIT tables with TYPE=DNI: only primary DNI tables, ROUTING=DRTD, see page 4-
11
3. DNIT tables for destination/source-based routing
Set up the following:
– DNIT tables with TYPE=DNI: secondary DNI tables, ROUTING=SA, see page 4-20
– DNIT tables with TYPE=GDTR: GDTR rules, see page 4-21
– DNIT tables with TYPE=DNI: primary DNI tables, ROUTING=DRTSA, see page 4-24
The source number (if available) is analysed with these DNIT tables.
4-9
Assigning a joint RCG to several ACD numbers

If several ACD numbers have the same routing destination, it may be advisable to use the
same RCG in the DNIT tables with these ACD numbers.
If the same RCG is entered in several DNIT tables for different ACD numbers, each individual
ACD number retains its own priority, display text etc. via the DNIT table.
Example: you wish to assign a joint RCG to several ACD numbers ...
Assign the same RCG to the following DNIT tables to simplify call forwarding for the supervisor:
● INTRTDN = 93511 is assigned RCG=100
Announcement="Call from Portugal", PRI=10, OVRPRI=5, AUDSRCID=7, THRSHLD=*
● INTRTDN = 93512 is assigned RCG=100INTRTDN
Announcement="Call from Spain", PRI=10, OVRPRI=5, AUDSRCID=6, THRSHLD=*
● INTRTDN = 93551 is assigned RCG=100
Announcement="Siemens VIP", PRI=1, OVRPRI=1, AUDSRCID=1, THRSHLD=*
The call forwarding destination can also be another ACD number!

>
4-10
4.2.1 Configuring DNIT tables for destination-based routing

This section describes how to set up DNIT tables for destination-based routing without source
number analysis.
Prerequisit: The ACD numbers and RCG tables must already be set up in Hicom (see page
4-4).
+-----------------------------------------------------------------------+
| INTRTDN - 93511 |
| GDTRRULE - 0 DISPLAY - ACD 93511 ROUTING - DRTD |
| RCG - 100 PRI - 10 OVRPRI - 5 AUDSRCID - 7 THRSHLD - * |
+-----------------------------------------------------------------------+
| INTRTDN - 93512 |
| GDTRRULE - 0 DISPLAY - ACD 93512 ROUTING - DRTD |
+-----------------------------------------------------------------------+
| INTRTDN - 93551 |
| GDTRRULE - 0 DISPLAY - ACD VIA 93513 ROUTING - DRTD |
+-----------------------------------------------------------------------+
ACD call AMO DNIT : TAB=DNI
INTRTDN 93511
Number dialled: 93511
ROUTING=DRTD (primary only)
ROUTING=DRTD GDTRRULE=0
No source number check
DISPLAY "ACD 93511"
GDTRRULE=0
RCG (index) - 100
GDTR rules are not applied in the
case of destination-based routing. PRI - 10
OVRPRI - 5
AUDSRCID - 7
THRSHLD - *
INTRTDN 93512
ROUTING=DRTD (primary only)
GDTRRULE=0
DISPLAY "ACD 93512"
RCG (index) - 100
PRI - 2
OVRPRI - 1
Calendar routing AUDSRCID - 6
AMO ACDRS: TYPE = CR THRSHLD - *
4-11
Configuring DNIT tables for destination-based routing

The DNIT table is executed once in the case of destination-based routing. The parameters en-
tered in this table determine subsequent routing.
Set up a separate DNIT table for each ACD number.
ADD-DNIT:TAB=DNI,INTRTDN=93511,ROUTING=DRTD,GDTRRULE=0,DISPLAY="ACD VIA
95511",RCG=100,PRI=10,OVRPRI=5,AUDSRCID=7,THRSHLD=*;
ROUTING=DRTD DRTD=destination-based routing
GDTRRULE=0 No digit translation
DISPLAY="ACD93511" Text which appears on the agent display
RCG=100 <1...1020> RCG index which is entered in the calendar routing and
daily routing tables
PRIO=10 <1...64> Priority determining the position of the call in the call queue
OVRPRI=5 <1...64> Priority of call in overflow group
AUDSRCID=7 Number of announcement port for "audible source identification"
THRSHLD=* *=unlimited
<no.> maximum number of calls which may be simultaneously waiting
in the call queue
The DNIT parameters are described in more detail on page 4-7.
4-12
4.2.2 Configuring DNIT tables for destination/source-based routing

This section describes the DNIT tables for destination/source-based routing with source num-
ber analysis.
Prerequisite: The ACD numbers and RCG tables must already be set up in Hicom (see page
4-4).
The following tables must be set up with the AMO DNIT for destination/source-based
routing (page 4-21):
The following sequence must be observed when creating tables in Hicom:
1. Set up secondary DNI tables
These are the DNIT tables with TYPE=DNI, parameter ROUTING = SA
(DNI: Directory Number Information)
These tables must be created first as their INTRTDN parameters are used as the destina-
tion in the GDTR rules.
2. Set up GDTR rules
These are the DNIT tables with TYPE=GDTR (General Digit Translation Rules)
The DNI tables with ROUTING=SA previously set up are used as the destination for the
source numbers in question.
3. Set up primary DNI tables
These are the DNIT tables with TYPE=DNI, parameter ROUTING=DRTSA
The DNI tables with ROUTING=DRTSA are set up last as the GDTR rule previously crea-
ted for the source number analysis is entered in these tables.
An incoming ACD call is routed to the DNI table with ROUTING=DRTSA.
The system checks to see if a GDTR rule exists for the source number.
If a rule is found, the GDTR rule returns the INTRTDN of a DNIT table (SA) as the forwar-
ding destination.
The source number can be identified in a number of ways:
● using the A subscriber number (if available) received via an analog line (e.g. MFC si-
gnalling)
● using the A subscriber number (if available) received via a digital line (e.g. ISDN si-
gnalling)
● internal source number.
4-13
Example: You are setting up FlexRouting at a retail company (see picture on next page). You
wish to have the following appear on the display when handling queries:
● the name of the customer
● the customer number.
Procedure:
1. Create a DNIT table with the ROUTING parameter SA for the customer "ACD Siemens Mu-
enchen", for example. Enter the following in this table:
ADD-DNIT:TAB=DNI,ROUTING=SA,INTRTDN=93581,GDTRRULE=0,
DISPLAY="ACD Siemens Muenchen"...;
Also create a DNIT table with ROUTING=SA for customer number "N20142":
ADD-DNIT:TAB=DNI,ROUTING=SA,INTRTDN=93522,GDTRRULE=0,
DISPLAY="SNI N20142"...;
2. Create a separate GDTR rule for source number identification as several employees from
this customer place orders:
GDTR rule 1 for Siemens AG Muenchen
ADD-DNIT:TAB=GDTR,GDTRRULE=1,DGTSTR=0897221233,INTRTDN=93581;
GDTR rule 1 for SNI
ADD-DNIT:TAB=GDTR,GDTRRULE=1,DGTSTR=089636151*,INTRTDN=93522;
3. The last step entails creating the DNIT table with the routing parameter "DRTSA".
ADD-DNIT:TAB=DNI,ROUTING=DRTSA,INTRTDN=93521,GDTRRULE=1,...;
93521 is the number dialled by the customer
Source number analysis: GDTR rule for the source number

● The primary DNIT contains rules governing source number analysis.
● The "primary DNIT" parameters are applied if no rules have been defined for the source
number.
4-14
1. +-----------------------------------------------------------------------+
| INTRTDN - 93581 |
| GDTRRULE - 0 DISPLAY - ACD Siemens Muenchen ROUTING - SA |
+-----------------------------------------------------------------------+
2. ADD-DNIT:TAB=GDTR,GDTRRULE= 1,DGTSTR= 0897221233,INTRTDN=93581;
ADD-DNIT:TAB=GDTR,GDTRRULE= 1,DGTSTR= 0897221234,INTRTDN=93581;
3. +-----------------------------------------------------------------------+
| INTRTDN - 93521 |
| GDTRRULE - 1 DISPLAY - ACD VIA 93521 ROUTING - DRTSA |
+-----------------------------------------------------------------------+
INTRTDN 93521
Dialled number: 93521
ROUTING=DRTSA (primary table)
Source number: 089722-1234
GDTRRULE= 1 GDTR rule 1
The parameters 0897221233,93581
of this DNIT are 0897221234,93581
used for routing if
no GDTR rule
has been defined GDTR rule 2
for this source #,93601
number
0044******,93610
Rule exists for source number
INTRTDN 93581
The call is routed to the DNIT table with the
ACD number 93581. ROUTING - SA (secondary table)
GDTRRULE - 0
DISPLAY
RCG index 110
PRI - 2
OVRPRI - 2
AUDSRCID - 4
Calendar routing
4-15
Source number analysis: GDTR rule with numbering scheme

● Part of the source number is defined as a GDTR rule.
4-16
1. +-----------------------------------------------------------------------+
| INTRTDN - 93610 |
| GDTRRULE - 0 DISPLAY - Call from England ROUTING - SA |
+-----------------------------------------------------------------------+
2. ADD-DNIT:TAB=GDTR,GDTRRULE= 2,DGTSTR= #,INTRTDN=93601;
ADD-DNIT:TAB=GDTR,GDTRRULE= 2,DGTSTR= 0044******,INTRTDN=93610;
ADD-DNIT:TAB=GDTR,GDTRRULE= 2,DGTSTR= 0044*******,INTRTDN=93610;
3. +-----------------------------------------------------------------------+
| INTRTDN - 93521 |
+-----------------------------------------------------------------------+
INTRTDN 93521
Dialled number: 93521 ROUTING=DRTSA (primary table)
Source number: 0044 151 2241 GDTRRULE= 2 GDTR rule 2
GDTR 2 contains a #,93601
rule with "#" 0044******,93610
As a result, 0044*******,93610
no analysis
of primary GDTR rule 3
table
.....
A rule exists for the source
number
INTRTDN 93610
ROUTING - SA (secondary table)
The call is routed to the DNIT table GDTRRULE - 0
with the ACD number 93610.
DISPLAY
RCG index 144
PRI - 2
OVRPRI - 2
AUDSRCID - 1
Calendar routing
4-17
Source number analysis: GDTR rule "#" for general translation

● The rule "#" is applied if no rule has been defined for the source number.
4-18
1. +-----------------------------------------------------------------------+
| INTRTDN - 93610 |
| GDTRRULE - 0 DISPLAY - Call from England ROUTING - SA |
+-----------------------------------------------------------------------+
2. ADD-DNIT:TAB=GDTR,GDTRRULE= 2,DGTSTR= #,INTRTDN=93601;
ADD-DNIT:TAB=GDTR,GDTRRULE= 2,DGTSTR= 0044******,INTRTDN=93610;
ADD-DNIT:TAB=GDTR,GDTRRULE= 2,DGTSTR= 0044*******,INTRTDN=93610;
3. +-----------------------------------------------------------------------+
| INTRTDN - 93521 |
+-----------------------------------------------------------------------+
INTRTDN 93521
Dialled number: 93521 ROUTING=DRTSA (primary table)
Source number: 0043 179510 GDTRRULE= 2 GDTR rule 2
GDTR 2 contains a #,93601
rule with "#" 0044******,93610
0044*******,93610
As a result,
no analysis
of primary GDTR rule 3
table
Rule # for this source number .....
INTRTDN 93601
As the # rule exists, the call is routed to ROUTING - SA
the DNIT table with the ACD number GDTRRULE - 0
93600.
ANZEIGE
RCG index 120
PRI - 2
OVRPRI - 2
AUDSRCID - 1
Calendar routing
THRSHLD - *
AMO ACDRS: TYPE = CR
4-19
4.2.2.1 Configuring secondary DNI tables (parameter ROUTING=SA)

First set up the secondary DNI tables. The GDTR rules refer to these tables when translating
numbers.
The parameter ROUTING=SA is assigned to secondary tables.
Pseudo numbers
The ACD numbers to be entered as the INTRTDN parameter in secondary DNI tables are
pseudo numbers.
These pseudo numbers must also be set up in the WABE. They must not, however, be disclo-
sed externally.
Set up a separate DNIT table for each GDTR rule.

ADD-DNIT:TAB=DNI,INTRTDN=93601,ROUTING=SA,GDTRRULE=0,
DISPLAY="ACD VIA 95521",RCG=100,PRI=10,
OVRPRI=5,AUDSRCID=1,THRSHLD=*;
ADD-DNIT:TAB=DNI,INTRTDN=93610,ROUTING=SA,GDTRRULE=0,
DISPLAY="Please speak English",RCG=120,PRI=10,
OVRPRI=5,AUDSRCID=1,THRSHLD=*;
INTRTDN=<no.> PSEUDO ACD number
ROUTING=SA SA=SIDANI entry
GDTRRULE=0 No GDTRRULE in a secondary DNI table
DISPLAY=<Text> Text which appears on the agent display
RCG=<1...1020> This entry is used to find the shift number which is valid for this call
PRI=<1...64> Priority determining the position of the call in the call queue
OVRPRI=<1...64> Priority of call in overflow group
AUDSRCID=1 Number of announcement port for "audible source ID"
THRSHLD=* *=unlimited
<no.>=max. no. of calls for this DNI.
The DNIT parameters are described in more detail on page 4-7.
4-20
4.2.2.2 Configuring GDTR rules

Each GDTR rule can comprise several entries.
The AMO DIMSU, parameter GDTR defines the number of translation entries per GDTRRULE.
The DNIT table GDTR lists the translation rules for destination/source-based routing. A maxi-
mum of 128 translation rules can be defined under one GDTRRULE.
● Routing with GDTRRULE
ACD calls are generally routed to the DNI table where the INTRTDN corresponds to the
ACD number. This is a primary DNI table.
If this primary DNI table states that ROUTING=DRTSA, the system checks the assigned
GDTRRULE to see if a translation destination is available for the source number supplied
(DRTSA=source-based routing).
The call is routed on the basis of the parameters entered in the primary DNI table if no rule
has been defined for the source number.
If a rule has been defined for the source number, the secondary DNI table entered in the
GDTR rule for this source number is assigned to the call.
● GDTRRULE and GDTR rule
The GDTR rule refers to the assignment of a source number to a secondary DNI table.
● GDTRRULE with the entry #
The system first checks whether an entry for the source number exists if # is entered in
GDTRRULE.
If no entry is available, the call is routed to the secondary table provided as the destination
for the entry #.
● GDTRRULE with the entry "*" (asterisk)
The * dummy acts as a wild card (representing any digit).
As the source numbers of incoming calls may vary in length, all possible source numbers
must be entered in a GDTRRULE.
Example of * entry in a GDTRRULE
089******
089*******
089********
etc.
The prepared A number is used when analysing the source number (Hicom Private Num-
bering Plan).
4-21
Example: GDTRRULE and its destination – the secondary DNI table

Set up one GDTRRULE to take orders in several languages. Define one GDTR rule for each
possible country code in this GDTRRULE:
● ACD group 101 contains agents who speak English and French.
RCG 112 routes to an ART with group 101.
● ACD group 102 contains agents who speak Spanish and Portuguese.
RCG 117 routes to an ART with group 102.
Interworking of GDTRRULE and associated destination DNI tables
Entries in GDTRRULE=1 Destination DNI tables (SA)

Source no. Destination DNI INTRTDN Display RCG
001********* 97001 97001 Call from USA 112
0044******** 97002 97002 Call from GB 112
0033******** 97003 97003 Call from France 112
0034******** 97021 97021 Call from Spain 117
00351******** 97022 97022 Call from Portugal 117
Further processing of RCG
RCG Calendar/daily routing Shift number

from page 4- page 4-39 page 4-37
7 onwards Defines the shift number The shift number
valid for the day specifies the time and the ART
and RCG in question ACD Routing Table valid page 4-26
for the caller in question
Configuration sequence: 3. 2. 1.
It may be advisable to configure a joint GDTR rule for each RCG if several ACD numbers have
been merged under a joint RCG (s. page 4-10).
Exception: if you are only configuring one single GDTR rule in total.
● No general translation (no "DGTSTR = #")
In this instance, all source-based calls where a GDTR rule has been defined for the source
number are routed to the destination of the GDTR rule.
Routing is carried out irrespective of the ACD number dialled.
Calls without a GDTR rule are routed on the basis of the primary DNI table.
4-22
● With general translation ("DGTSTR= #")

In this instance, the ACD number dialled is not analysed if no GDTR rule has been defined
for the source number.
AMO DNIT, GDTR table

ADD-DNIT:TAB=GDTR,GDTRRULE= 1,DGTSTR= #,INTRTDN=2224;
GDTRRULE=<1..128> Index entered in the primary DNI table.
DGTSTR The number of entries is determined by the entry in the DIMSU parame-
ter "GDTR".Translate GDTRRULE.
INTRTDN Refers to the INTRTDN of the destination DNI. Only secondary DNI ta-
bles may be specified (i.e. DNI tables with parameter "ROUTING=SA".
Example: Configuring GDTR tables

All calls with source numbers "001" and "0044" are to be answered by an English-speaking
agent. Calls with source number "0033" are to be answered by a French-speaking agent.
Prerequisite: You have already set up the secondary DNI tables INTRTDN=2224, INTRTDN
2201 and INTRTDN=2233, which further differentiate the calls appropriately with the RCG ent-
ries.
ADD-DNIT:TAB=GDTR,GDTRRULE= 1,DGTSTR= #,INTRTDN=2224;
ADD-DNIT:TAB=GDTR,GDTRRULE= 1,DGTSTR= 001*,INTRTDN=2201;
ADD-DNIT:TAB=GDTR,GDTRRULE= 1,DGTSTR= 001**,INTRTDN=2201;
ADD-DNIT:TAB=GDTR,GDTRRULE= 1,DGTSTR= 001***,INTRTDN=2201;
...
ADD-DNIT:TAB=GDTR,GDTRRULE= 1,DGTSTR= 001*********,INTRTDN=2201;

...

...
The primary DNI table with the parameter ROUTING=DRTSA must then be set up. This refers
to GDTRRULE=1.
4-23
4.2.2.3 Configuring primary DNI tables (parameter ROUTING=DRTSA)

The last step entails setting up the primary DNI tables. These are the first tables to be assigned
to incoming ACD callers.
Destination/source-based routing
>
The parameter ROUTING=DTRSA must be set in the case of destination/source-ba-
sed routing. A GDTR rule must be specified in DNI tables with ROUTING=DRTSA.
Prerequisite: The ACD numbers and RCG tables have already been set up in Hicom (see
page 4-4). GDTRRULE has already been set up.
Procedure:
Set up a primary DNIT table for each ACD number.
ADD-DNIT:TAB=DNI,INTRTDN=93521,ROUTING=DRTSA,GDTRRULE=1,
DISPLAY="ACD VIA 95521",RCG=120,PRI=10,OVRPRI=5,AUDSRCID=1,THRSHLD=*;
INTRTDN=<no.> ACD number disclosed externally

ROUTING=DRTSA Destination/source-based DNI table
GDTRRULE=1 Number of GDTR rule specified
DISPLAY=<Text> Text which appears on the agent display
RCG=<1...1020> RCG index entered in the calendar routing tables
PRI=<1...64> Priority determining the position of the call in the call queue
OVRPRI=<1...64> Priority of call in overflow group
AUDSRCID=1 Number of announcement port for "audible source ID"
The DNI parameters are described in more detail on page 4-7.
4-24
Configuring the ACD call threshold
4.3 Configuring the ACD call threshold

The threshold defines the maximum number of incoming ACD calls.
There are 2 ways of dealing with an overload situation (i.e. too many simultaneous ACD calls)
with FlexRouting:
Trunk limitation DNIT table

ACDTHRH=20
INTRTDN 93511
Trunk limitation ROUTING=DRTD
ACDTHRH=18
GDTRRULE=0
DISPLAY ACD VIA 93511
Trunk limitation RCG index - 100
ACDTHRH=12
PRI - 10
In the above example, the 26th caller who dial- OVRPRI - 5
led the ACD number 93511is not included in AUDSRCID - 1
the queue.
THRSHLD - 25
The caller hears a busy tone.
1. AMO BUEND, parameter ACDTHRH

CHA-BUEND:TGRP=<x1>,ACDTHRH=<y1>;
<y1>: Max. no. of lines in a trunk group for ACD calls
This defines the maximum number of callers who can reach ACD via a given trunk group.
The AMO BUEND is generally used to restrict the number of incoming calls for the ACD
system.
2. AMO DNIT, parameter THRSHLD
You can also define the maximum number of callers that can be queued for a given ACD
number in the ACD DNIT tables (see page 4-4).
● Set the threshold for calls to be rejected with the busy tone as high as possible.
> Callers prefer to hear a message advising them that they may have to wait for
a few minutes than to hear a busy tone.
● Calls which have exceeded the threshold are not included in ACD statistics.
● An ACD trunk group must be set up for incoming trunk lines in order to apply the
threshold to these lines.
4-25
Configuring ART (ACD Routing Tables)
4.4 Configuring ART (ACD Routing Tables)

On completion of the DNIT tables, configure the ACD Routing Tables (ART).

from page 4-7
page 4-39 page 4-37
onwards Defines the shift number The shift number
and RCG in question ACD Routing Table valid
ART ACD Routing Tables

The ART defines the routing steps which can be applied to an ACD call.
Example:
1. Delay ringback if no agent is available (DELAYRB)
2. Route to recorded announcement (RTREC)
3. Route to ACD group (RTGRP)
4. Route to music (RTMUS)
From this point on, the system searches in the group for a free agent while music is played
to the caller.
5. Wait x seconds (WTSEC x, 0=unlimited)
6. Route to overflow group x (RTGRP)
7. ...
Number of routing steps in an ART

An ART can comprise up to 64 routing steps. ART memory is allocated in blocks of 16 steps.
Hence an ART with 17 entries occupies the same amount of memory as 32 steps.
Number of ACD Routing Tables in Hicom

A maximum of 4000 ARTs can be set up if each ART contains an average of 16 steps.
4-26
The AMO ACDRT is used to set up ACD Routing Tables.
DIS-ACDRT:ART=19;
H500: AMO ACDRT STARTED
+------------------------------------------------------------+
| ART 19 MAXSTEP 32 ACDRS REFERENCES 1 |
+-----+---------+---------+----------------+-----+----+------+
| | | | | DES.|TEST| |
|STEP |ACTION |PARAMETER|VALUE |COND.|COND|VALUE |
+-----+---------+---------+----------------+-----+----+------+
| 1 DELAYRB 5 |
| 2 RTREC AUDSRCID 2 |
| 3 RTGRP ACDGRP 1 |
*17 | 18 RTGRP ACDGRP 16 |
| 28 RTMUS MUSNUM 1 |
| 29 WTSEC SEC 0 |
| 30 SKIP |
| 31 SKIP |
| 32 SKIP |
+------------------------------------------------------------+
max. 64 steps
Note RTGRP 1-16 and *17 - *25

The call is inserted in the queue of all groups if no agent is free in groups 1–16.
The system only checks groups 17 to 25 once to see if an agent is free as a call can only be
entered in a maximum of 16 queues.
If no agents are free in groups 17 to 25, the system continues to look for a free agent only in
groups 1–16.
4-27
4.4.1 Action steps of ACD routing table

The routing steps listed in the following can be applied in any order. Certain conditions must be
observed with some of the steps, however.
ART 1 to 15 are reserved for Service:
1. ART 1
● is preassigned the entry "DISCON"
● and cannot be modified.
2. ART 2 to 15
● are preassigned the entry "DISCON"
● and can be modified using a SET command and password level 4.
3. ARTs from 16 onwards can be administered as required and used for the application.
Parameter Explanation
DELAYRB Delay ringback
● This should be the first step in an ACD routing table.
● Can be used for external, CORNET and internal ACD calls.
● If the step DELAYRB is followed by:
– the step RTGRP, the caller hears a ringing tone (ringback).
– the steps RTGRP and RTREC and the ACD group is not available, the
caller hears an announcement.
– the steps RTGRP and RTMUS and the ACD group is not available, the
caller hears music.
– the steps RTGRP and DISCON and the ACD group is not available, the
line is disconnected.
DISCON Disconnect
● The system disconnects the line.
● Used to handle calls outside office hours.
● This step should follow the "Route to recorded announcement"
(RTREC) step.
● It should be the last logical step in the routing table.
4-28
COND Conditional routing (COND):
Used for a conditional GOSTEP.
● If the condition produces the result
– "True", routing continues with the specified step
– "False", routing continues with the next step.
● Is based on dynamic values (status) of an ACD group.
● Possible values
– the number of available agents for comparison (VALAGT),
– the number of logged on agents (AGTLGN),
– the number of queued calls (CALQED),
– the oldest queued call in minutes and seconds (OLDINQ).
These values can be checked for =, ≠, < or >.
● Cannot refer to a step which exceeds the maximum number of steps in the
ART.
VALAGT Number of available agents
AGTLGN Number of logged on agents
CALQED Number of queued calls
OLDINQ Oldest call in queue (in minutes and seconds)
GOSTEP GOTO step xx
● The system routes the call to the specified step number.
● If step xx comes before the current step, the following actions must not take
place between the current step and the target step:
– Delay ringback (DELAYRB) or
– Route to ACD group (RTGRP).
This ensures that a call is not inserted several times in a queue.
4-29
RTAGT Route to agent
● The call is routed to the logon ID of the specified agent.
● The logon ID of the agent is checked.
● Routing continues with the next step if the agent cannot be reached.
● The RTGRP step must not be followed by RTAGT, if this agent is assigned
to the same group!
RTEXT Route to extension
● Forwards the call to the specified extension.
● The AMO checks that the specified extension is valid.
● The AMO stores the digit sequence.
● Routing continues with the next step if the extension cannot be reached.
● The destination can be an ACD routing address, a non-ACD extension or an
ACD extension.
Routing tables with type SA are not permitted (see page 4-20).
● An error is output if the extension number
– is not in the same ACD WABE group (AMO ZAND, standard value = 0),
– is not an extension number or routing address with digit analysis result
STN, ATND, HUNT or ATNDIND (via ADD-WABE) or DNI (ADD-DNIT,
TAB=DNI).
● ACD extensions with digit analysis result
– ATND must be assigned an attendant code via the AMO VFGKZ.
– STN or ATNDIND must be assigned a device with the AMO SCSU/
SBCSU/SSCSU or ACSU.
Otherwise an error will be output.
4-30
RTGRP Route to ACD group x
● The call is routed to the specified group number.
● The caller is placed on hold if no agents are available.
Routing continues with the next step.
● A group must only be entered once in an ART.
● The "RTGRP" step must not be followed by a step routing the call to an
agent in this group.
● The group number is checked.
Maximum number of RTGRP entries in the routing table

Each caller may be inserted in a maximum of 16 group queues (primary groups
plus a maximum of 15 overflow groups).
Entering more than 15 overflow groups in the routing table
Routing can also be set up to search for free agents in more than 15 overflow
groups.
If the number of RTGRPs entered in a routing table exceeds 16, the system
checks the subsequent groups only once to see if an agent is free.
If these groups do not contain a free agent, the system continues to search only
in the first 16 groups for a free agent.
RTMUS Route to music
● The system routes the call to the specified music-on-hold number
(1 .. 32).
● The RTMUS step should be followed by the WTSEC x step (defines how
long the caller hears music before routing continues with the next step).
● The music-on-hold number is checked.
4-31
RTOFF Route to offsite number
● Routes the call to an offsite number.
RTEXT ● Routes the call to a user number in a networked Hicom.
RTVMS ● Routes a call to a PhoneMail server

(2 digit strings possible)
Digit string for digital PhoneMail server with mailbox number:
aaaaaaACDmm...m
aaaaaa 1-6 digits for PhoneMail number
ACD Routing ID for
PhoneMail or VoiceMail server
mm...m 1 to n digits for PhoneMail mailbox number
ADD-Richt:PM,X,,,aaaaaa;
PM : address type (PhoneMail)
X : index available for server access number
aaaaaa: SAN (server access number)
Digit string for digital PhoneMail server with CP mailbox (general mailbox
number):
aaaaaaACD
aaaaaa 1-6 digits for PhoneMail number.
ACD Routing ID for
ADD-Richt:PM,X,,,aaaaaa;
PM : address type (PhoneMail)
X : index available for server access number
aaaaaa: SAN (server access number)
4-32
continued: Route to offsite number
● routes a call to a PhoneMail server
(2 digit strings are possible)
Digit string for analog PhoneMail server and mailbox number and analog
PhoneMail server with CP mailbox (general mailbox number)
aaaaaaACDmm....m
aaaaaa 1-6 digits for PhoneMail number.
ACD Routing ID for
mm..m 1 to n digits for mailbox number
ADD-Ziel:EVMTAB,FWDANS,aaaaaa;
EVMTAB : seizure type table for the VMX server
FWDANS : seizure after no answer forward
aaaaaa : VMX server number (master hunt group)
● Routes a call to a VoiceMail server
(1 digit string possible):
Digit string for VoiceMail with mailbox number:
X...XACDmm...m
aaaaaa 1-6 digits for VoiceMail
ACD Routing ID for
mm...m 1 to n digits for VoiceMail mailbox number
ADD-Ziel:SERVER,VOICE,X..X;
X..X: VM Access Number (number of WABE DAR VMOWN).
● The AMO does not check the number.
● The AMO stores the digit sequence.
● A special access code is required for the public network.
RRTREC Route to recorded announcement
● The system routes the call to the specified announcement.
● The announcement must be defined with OPTYPE = FIXED.
● The recorded announcement number is checked.
4-33
WTSEC) Wait x seconds
● The connection stops for x seconds at the previous step.
● If this step is the first step in a routing table, the caller hears the ringing tone
during the programmed delay.
● The delay is entered in steps of 5 seconds to max. 300 seconds. (1–10 s in
1-second intervals, 10–300 s in 5-second intervals.)
● The caller waits for the call to be answered, picked up, disconnected etc. if
0 seconds is entered.
Skip Skip to the next step
Does not affect the connection – routing continues with the next step.
4-34
Configuring daily/calendar routing and shift numbers
4.5 Configuring daily/calendar routing and shift numbers

The RCG identified for the call is transferred to the daily or calendar routing tables.
RCG = 100 Today’s date has been configured in calendar routing
+----+------+------------+---------+
DISPLAY "ACD 93511" |RCG |DSNUM |START DATE |END DATE |
+----+------+------------+---------+
PRI - 10 |100 | 7 | 01.01.* | 01.01.* |
OVRPRI - 5 +----+------+------------+---------+
AUDSRCID - 1 |100 | 22 | 06.01.* | 06.01.* |
...
THRSHLD - * |100 | 7 | 25.12.* | 26.12.* |
+----+------+------------+---------+
|100 | 22 | 31.12.* | 31.12.* |
+----+------+--- max. 32,000 entries
e.g. DSNUM=7
+----+------+------+------+------+------+------+------+
| |DSNUM|DSNUM|DSNUM|DSNUM|DSNUM|DSNUM|DSNUM|
|RCG | SUN | MON | TUE | WED | THU | FRI| SAT |
+----+------+------+------+------+------+------+------+
|100 | 7 | 5 | 5 | 5 | 5 | 5 | 7 |
+----+------+------+------+------+------+------+------+
|101 | 7 | 2 | 2 | 2 | 2 | 2 | 7 |
+----+------+------+------+------+------+------+------+
|102 | 7 | 11 | 11 | 11 | 11 | 11 | 7 |
+----+------+------+------+------+------+------+------+
|... | | | | | | | |
+----+------+------+------+------+------+------+------+
Shift indices: 0-5120
SHIFT NUMBERS
+--------+--------+------+------+
| DSNUM | SHIFT | ART | EOS |
+--------+--------+------+------+ Shift no. from
| 5 | 07:00 | 16 | YES | 00:00 to 07:00
+--------+--------+------+------+ Shift no. from
| 5 | 20:00 | 32 | NO | 07:01 to 20:00
+--------+--------+------+------+ Shift no. from ACD
| 5 | 23:59 | 32 | NO | 20:01 to 23:59 Routing
+--------+--------+------+------+
Tables
+--------+--------+------+------+
+--------+--------+------+------+ Shift no. from ART 32
| 7 | 23:59 | 32 | YES | 00:00 to 23:59
+--------+--------+------+------+
4-35
If today’s date has not been configured in calendar routing.
RCG - 100
Today’s date
DISPLAY "ACD 93511" has not
PRI - 10 been configured
OVRPRI - 5 in
AUDSRCID - 1 calendar routing
THRSHLD - *
Daily routing table

+----+------+------+------+------+------+------+------+
| |DSNUM|DSNUM|DSNUM|DSNUM|DSNUM|DSNUM|DSNUM|
|RCG | SUN | MON | TUE | WED | THU | FRI | SAT |
+----+------+------+------+------+------+------+------+
|100 | 7 | 5 | 5 | 5 | 5 | 5 | 7 |
+----+------+------+------+------+------+------+------+
|101 | 7 | 2 | 2 | 2 | 2 | 2 | 7 |
+----+------+------+------+------+------+------+------+
|102 | 7 | 11 | 11 | 11 | 11 | 11 | 7 |
+----+------+------+------+------+------+------+------+
|... | | | | | | | |
e.g. DSNUM=5 +----+------+------+------+------+------+------+------+
Shift indices: 0-5120
SHIFT NUMBERS
+--------+--------+------+------+
| DSNUM | SHIFT | ART | EOS | ART 16
+--------+--------+------+------+ Shift no. from ART 16
| 5 | 07:00 | 16 | YES | 00:00 to 07:00
+--------+--------+------+------+ Shift no. from
| 5 | 20:00 | 32 | NO | 07:01 to 20:00 ACD
+--------+--------+------+------+ Shift no. from
| 5 | 23:59 | 32 | NO | 20:01 to 23:59 Routing
+--------+--------+------+------+ Table
+--------+--------+------+------+
+--------+--------+------+------+ Shift no. from
| 7 | 23:59 | 32 | YES | 00:00 to 23:59
+--------+--------+------+------+
4-36
4.5.1 Configuring shift numbers

The AMO ACDRS (ACD Route Selection) is used to administer the shift numbers, daily and
calendar routing.

from page 4-7
page 4-39 The shift number
onwards Defines the shift number specifies the time and the
valid for the day ACD Routing Table valid ART
and RCG in question for the caller in question page 4-26
First configure the shift numbers.

This diagram illustrates the routing sequence.
The tables are set up in the opposite direction however.
A shift number generally starts at 00:00 hours.

The 1st entry in the shift number indicates that this shift starts at 00:00 hours and ends at the
time specified.
H500: AMO ACDRS STARTED
+--------+--------+------+------+
+--------+--------+------+------+
| 5 | 07:00 | 16 | YES | Shift no. from 00:00 to 07:00
+--------+--------+------+------+
| 5 | 20:00 | 32 | NO | Shift no. from 07:01 to 20:00
+--------+--------+------+------+
+--------+--------+------+------+
+--------+--------+------+------+
+--------+--------+------+------+
| 6 | 08:00 | 18 | YES | Shift no. from 00:00 to 08:00
+--------+--------+------+------+
+--------+--------+------+------+
+--------+--------+------+------+
+--------+--------+------+------+
+--------+--------+------+------+
| 7 | 23:59 | 17 | YES |
+--------+--------+------+------+
+--------+--------+------+------+
AMO-ACDRS-85 ACD - ROUTE SELECTION
4-37
The shift number defines the ART which is valid for the caller.
The ART determines
● which greeting announcement is played
● which group should be checked for a free agent
● which overflow groups (if applicable) should be checked for a free agent
● which announcement is played while the caller is on hold.
Set up shift numbers

ADD-ACDRS:TYPE=RS,DSNUM=1,SHIFT=07-00,ART=16,EOS=NO,ARTDEF=32;
CHA-ACDRS:TYPE=RS,DSNUM=1,SHIFT=20-00,ART=31,EOS=YES;
ADD-ACDRS:TYPE=RS,DSNUM=2,SHIFT=23-59,ART=31,EOS=YES,ARTDEF=32;
ADD-ACDRS:TYPE=RS,DSNUM=3,SHIFT=08-00,ART=10,EOS=NO,ARTDEF=32;
DSNUM Shift number
SHIFT The time when the shift ends.
A shift always starts at the end of the previous shift plus 1 minute.
ART ACD Routing Table
Defines the ART to which the call is to be routed if this shift number has been
assigned. ART see page 4-26.
EOS End-of-shift function
● YES
When the shift ends, calls in the queue must not be processed.
IMPORTANT!
Callers in the queue are rerouted in accordance with the calendar and daily
routing steps. As a result, the time-based priority assigned to certain call is
lost.
● NO
When the shift ends, calls in queue must still be processed by the agents.
ARTDEF ACD Routing Table ART
Preset ART, routing for remaining final shift up to 23.59 hours.
4-38
4.5.2 Configuring daily and calendar routing (AMO ACDRS)

The AMO ACDRS (ACD Route Selection) is used to administer daily and calendar routing.

page 4-37
from page 4-7
onwards Defines the shift number The shift number
and RCG in question ACD Routing Table valid page 4-26
Day-dependent and date-dependent routing

The AMO ACDRS can be used to set up day or date-dependent routing for any Route Control
Group by assigning a shift number to a weekday or to a date.
Daily routing (TYPE=RS)

The shift numbers of a regular 7-day week are defined with daily routing.
A shift number must be assigned for each weekday.
ADD-ACDRS:TYPE=RS,RCG=100,DSNUMSO=1,DSNUMMO=1,...DSNUMSA=1;
...
DSNUMSO, ..MON, ...TUE, ...WED, ...THU, ..FRI, ...SAT
Calendar routing (TYPE=CR)

Calendar routing is used to define the shift numbers on national holidays and special days.
A maximum of 32,000 entries are possible in the calendar routing table.
ADD-ACDRS:TYPE=CR,RCG=100,STARTMON= 12,STARTDAY= 25,ENDMON= 12,ENDDAY= 25,
DSNUM= 2;
ADD-ACDRS:TYPE=CR,RCG=101,STARTMON= 7,STARTDAY= 28,STARTYR= 1997,DSNUM= 2;
ADD-ACDRS:TYPE=CR,RCG=102,STARTMON= 12,STARTDAY= 28,STARTYR= *,ENDMON= 1,
ENDDAY= 2,ENDYR= *,DSNUM= 3;
4-39
Siemens
Informativo Téccnico
BATCH PARA CRIAÇÃO BÁSICA DE GRUPOS ACD
1) WABE
ADD‐WABE:*00,,,ACDLOGON,N,,,,,,,,; /*logon*/
ADD‐WABE:#00,,,ACDLOGOF,N,,,,,,,,; /*logoff*/
ADD‐WABE:*01,,,ACDAV,N,,,,,,,,; /*disponivel*/
ADD‐WABE:#01,,,ACDNAV,N,,,,,,,,; /*indisponivel*/
ADD‐WABE:*02,,,ACDWORK,N,,,,,,,,; /*pausa*/
ADD‐WABE:*03,,,MONSLNT,N,,,,,,,,; /*monitoração silenciosa*/
ADD‐WABE:*04,,,WHISANN,N,,,,,,,,; /*sussurro*/
ADD‐WABE:793021,,,RCG,N,,,,,,,,; /*código virtual para grupo de controle de roteamento*/
ADD‐WABE:783021,,,STN,N,,,,,,,,; /*PILOTO DO GRUPO ACD*/
ADD‐WABE:6666,,,STN,N,,,,,,,,; /*PILOTO DO GRUPO ACD*/
2) ZAND
CHANGE‐ZAND:ACD,YES,NO,,NO,NO,NO,YES;
CHANGE‐ZAND:ACD,NO,,0,,NO,NO,YES;
CHANGE‐ZAND:ACD,YES,,,,NO,NO,YES; /*libera aplicação Flexrouting*/
set‐zand:yes; /*libera monitoração silenciosa (DIGITAR EM MÍNÚSCULO!!!)*/
3) ZANDE
CHANGE‐ZANDE:TYPE=ACD,WHISANN=YES; /*libera a facilidade sussurro*/
4) TAPRO (ramal do supervisor)
ADDON,MONTONE,ACDPGS,WHISANN
5) TAPRO (ramal do agente)
ACDLOG,ACDAV,ACDNAV,ACDWORK

6) SDAT (atributo do ramal do agente)
CHANGE‐SDAT:1101,ATTRIBUT,AGENT&CBSTMON;
7) SDAT (atributo do ramal do supervisor)
CHANGE‐SDAT:2100,ATTRIBUT,AGENT&SUPER&CASTMON;
8) ACDSD (comprimento das senhas dos agentes e módo de monitoração)
CHANGE‐ACDSD:SYS,4,10,ID,3,500,YES,NO,NO,NO;
/*associação do controle de facilidade ao código virtual de rcg criado no WABE*/
CHANGE‐ACDSD:CAFRCG,31,793021;
9) ACDGP
/*criação do grupo ACD associando o ramal supervisor 2100*/
ADD‐ACDGP:31,NORMAL,FIFO,2100,YES,NO;
10) AGENT
/*criação dos senhas de logon para o grupo 31*/
ADD‐AGENT:1001,31,1,NORMAL,0,,0;
11) RCSU
/*criação da PEN para musica em espera 1 do grupo ACD 31*/
ADD‐RCSU:1‐1‐6‐8,1,YES,CONT,RANDOM,0,,G711&G729AOPT&ML&VIAHHS,ACDMUS,1;

12) ACDRT
/*criação dos passos da chamada para o grupo 31*/
ADD‐ACDRT:31,6;
CHANGE‐ACDRT:31,ARTSTEP,1,DELAYRB;
CHANGE‐ACDRT:31,ARTSTEP,2,RTGRP,31;
CHANGE‐ACDRT:31,ARTSTEP,3,RTMUS,1;
CHANGE‐ACDRT:31,ARTSTEP,4,WTSEC,300;
CHANGE‐ACDRT:31,ARTSTEP,5,GOSTEP,3;
CHANGE‐ACDRT:31,ARTSTEP,6,SKIP;
13) ACDRS
/*criação do basic day shift*/
ADD‐ACDRS:DS,31,23‐59,31,NO,31;
ADD‐ACDRS:RS,31,31,31,31,31,31,31,31;
14) DNIT
/*criação dos pilotos para o grupo ACD 31 associado a RCG 31 com bloqueio de chamadas a cobrar*/
ADD‐DNIT:DNI,783021,DRTD,0,"PILOTO PARA TESTE ",YES,31,64,0,0,*,FORB;
ADD‐DNIT:DNI,6666,DRTD,0,"PILOTO VERDADEIRO ",YES,31,64,0,0,*,FORB;

hwdin4000install.fm
Configurando o PABX HiPath 4000
Pressuposições
4 Configurando o PABX HiPath 4000

Este capítulo proporciona instruções e exemplos para configurar o PABX HiPath
4000 V2.0, V3.0 e V4.0 para se comunicar com o HiPath ProCenter.
Os exemplos de PABXs foram criados para orientá-lo nos fluxos de roteamento

simples, incluindo o roteamento de emergência, que corresponde às faixas de
telefonia padrão predefinidas no HiPath ProCenter.
Nota: Se precisar configurar fluxos mais complexos ou estratégias de

roteamento de emergência, siga os exemplos dados no capítulo e defina os
valores adicionais. Para obter mais informações sobre seu ambiente, entre em
contato com seu representante de atendimento ao cliente.
Complete as seções neste capítulo. Após ter configurado o PABX HiPath 4000,
continue com a implementação, seguindo as diretrizes a seguir no Guia de
Instalação e Manutenção.
4.1 Pressuposições
Supõe-se que:
• O PABX está operacional e totalmente funcional. Teste para certificar-se de

que o PABX pode fazer e receber chamadas externas.
• Os técnicos de manutenção tenham acesso irrestrito ao PABX. Isto é

necessário para configurar o PABX.
Cuidado: Somente pessoal devidamente treinado deve tentar configurar

este PABX. Tentativas de configurar o PABX por pessoal que não seja
devidamente treinado podem afetar de forma negativa a operação do HiPath
ProCenter.
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HiPath ProCenter Enterprise, V7.0 R2, Guia de Integração de Hardware 55
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Antes de começar
4.2 Antes de começar

Antes que seja possível configurar o PABX, será necessário fazer o seguinte:
• Obtenha um endereço de IP para UNIX.
• Se você estiver usando o recurso Config-Sync (sincronização da

configuração), no ACDAPP, crie um nome e senha de usuário para o HiPath
ProCenter.
Cuidado: Ao criar senhas, certifique-se de seguir as diretrizes de segurança

apropriadas para seu ambiente.
• Confirme se a conexão da rede através da rede local do PABX está

disponível.
• Apenas para o PABX V2.0, confirme se o PABX está licenciado através de

um dongle para usuários e supervisores do HiPath ProCenter. (Use o AMO
CODEW para verificar.)
• Confirme se o PABX está executando o patch correto para o nível do

software. Para obter mais informações, entre em contato com seu
representante do Serviço de Atendimento ao Cliente.
• Conecte o servidor no qual você pretende instalar o HiPath ProCenter à rede

local do PABX e à rede local do cliente. Para obter diretrizes, veja Seção 4.3,
“Configuração da rede do HiPath 4000”, na página 57.
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56 HiPath ProCenter Enterprise, V7.0 R2, Guia de Integração de Hardware
hwdin4000install.fm
Configuração da rede do HiPath 4000
4.3 Configuração da rede do HiPath 4000

O diagrama abaixo mostra como o HiPath ProCenter e o PABX HiPath 4000 se
comunicam.
Nota: O PABX HiPath 4000 também pode ser usado em um ambiente de alta
disponibilidade (standby a quente) do HiPath ProCenter. Para obter mais
informações, consulte a Seção 4.10, “Configurando um ambiente de alta
disponibilidade (standby a quente)”, na página 69.
Figura 8 Configuração da rede
Conforme mostrado em Figura 8, há dois caminhos de comunicação que o

HiPath ProCenter utiliza para se comunicar com o PABX:
• O primeiro caminho é a ligação entre o PABX e o HiPath ProCenter pela

rede local (parte inferior do diagrama). Esta rede local é reservada somente
para as aplicações do PABX. A sub-rede nesta rede local, automaticamente,
é 192.0.2.0/24.
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Compreendendo a configuração ACD
• O segundo caminho é a ligação entre o PABX e o HiPath ProCenter pela rede

do cliente (parte superior do diagrama).
4.4 Compreendendo a configuração ACD

O seguinte fluxo proporciona um exemplo de configuração do ACD para o PABX
HiPath 4000. Os números entre parênteses são os números padrão criados pelo
HiPath ProCenter.
Figura 9 Fluxo de configuração da ACD
O fluxo de configuração ACD mostrado na Figura 9 é o seguinte:
1. Uma chamada chega ao PABX por um número discado, que é traduzido a um

DNIT (Dialed Number Identification Table). Um DNIT é um cursor no PABX.
O número entrante pode ser um número 0-800 discado diretamente ou um
número transferido por um dispositivo front-end, como o Xpressions.
Nota: Vários números piloto podem ser usados para esta etapa, todos
entrando neste fluxo no PABX.
2. Para o HiPath ProCenter, o DNIT deve apontar para um RCG (Grupo de

Controle de Roteamento) do HiPath ProCenter.
3. O RCG faz referência a um Grupo de Turnos. O grupo de turnos determina

o fluxo da chamada do PABX durante as horas do dia. Certifique-se de que
este Grupo de Turnos esteja configurado apropriadamente para seus turnos,
como uma operação 24x7x365.
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4. O Grupo de turnos faz referência a uma ART, que é a Tabela de roteamento

do ACD no PABX. A TRA é configurada para fazer verificações especiais que
asseguram que o aplic encontra-se em funcionamento. Para obter mais
informações, consulte o Seção 4.4.1, “Sobre o mecanismo de heartbeat”, na
página 60.
5. Se o heartbeat estiver operacional, o PABX roteia a chamada para um grupo

ACD do HiPath ProCenter. As chamadas deste grupo são monitoradas pelo
HiPath ProCenter. Após a chamada chegar neste grupo, o HiPath ProCenter
roteia a chamada de acordo com o fluxograma configurado no aplicativo
HiPath ProCenter Manager (para obter mais informações, veja o Guia de
Administração do Manager). Se a chamada ainda estiver na fila do PABX
após 15 segundos, o PABX verificará novamente o status do HiPath
ProCenter. Se ele estiver em funcionamento, a chamada permanecerá na
fila, esperando que o HiPath ProCenter faça o roteamento.
6. Se o heartbeat não está em estado operacional, o PABX precisará rotear a

chamada. No caso padrão, deve-se adicionar uma etapa após o ART instruir
o PABX para enviar todas as chamadas para um DNIT alternativo até que a
comunicação seja restabelecida entre o PABX e o HiPath ProCenter.
7. O DNIT alternativo aponta para um GCR de emergência.
8. O GCR de Emergência aponta para um Grupo de Turno de Emergência. O

Grupo de Turno de Emergência pode ser configurado no PABX de maneira a
corresponder com a abertura ou fechamento da central de contatos. O
padrão é definido para uma central de contatos 24x7x365. Para obter mais
informações, veja Seção 4.7, “Configuração do roteamento de emergência”,
na página 62.
9. Se a central de contatos estiver aberta, então as chamadas serão roteadas

para a ART de Emergência. A ART de Emergência fará o PABX rotear todas
as chamadas para o Grupo ACD de Emergência. Este grupo é onde todos os
usuários são configurados no PABX. Observe que não existe roteamento
inteligente dentro deste grupo no PABX.
10. Se você configurar o Grupo de Turnos para refletir quando a central de

contatos estiver fechada, as chamadas serão roteadas para o destino na
ART de Emergência Alternativa. Sugestões para o destino incluem HiPath
Xpressions ou um operador.
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4.4.1 Sobre o mecanismo de heartbeat

Um mecanismo de monitoração (heartbeat) é usado por todos os PABXs para
determinar se o HiPath ProCenter está funcionando adequadamente. Se o PABX
detectar que o HiPath ProCenter não está funcionando corretamente, o PABX
roteará as chamadas usando a lógica de emergência configurada no PABX.
O mecanismo de monitoração (heartbeat) usar mensagens do CSTA à rede local

de PABX.
A TRA que contém o grupo ACD do HiPath ProCenter (padrão é 100), contém
ART steps que fazem o monitoramento do grupo ACD de heartbeat. As etapas
da ART asseguram que as chamadas estejam sendo feitas para o Grupo do ACD
do heartbeat e que as chamadas sejam desconectadas no intervalo adequado.
Se houver um problema na comunicação entre o HiPath ProCenter e o PABX, o

PABX roteará as chamadas de acordo com as etapas definidas no exemplo de
tabela TRA.
Exemplo de tabela TRA

As etapas predefinidas de roteamento das chamadas do HiPath ProCenter com
verificação de heartbeat são:
Etapa 1 CHANGE-ACDRT:100,ARTSTEP,1,HEARTCND,HPPC,20,6;
Etapa 2 CHANGE-ACDRT:100,ARTSTEP,2,RTGRP,100;
Etapa 3 CHANGE-ACDRT:100,ARTSTEP,3,WTSEC,15;
Etapa 4 CHANGE-ACDRT:100,ARTSTEP,4,HEARTCND,HPPC,20,6;
Etapa 5 CHANGE-ACDRT:100,ARTSTEP,5,GOSTEP,3;
Etapa 6 CHANGE-ACDRT:100,ARTSTEP,6,RTEXT,7891;
Observe que 100 é o grupo ACD padrão para o HiPath ProCenter que é criado
pelo arquivo de macro e 7891 é o número DNIT padrão que faz referência à
estratégia de emergência para o cliente.
No exemplo acima, o PABX esperará 20 segundos para que o HiPath ProCenter

envie uma mensagem ao CSTA pela rede de PABX. Se a mensagem for
recebida, o PABX roteia a chamada para um grupo ACD do HiPath ProCenter.
Se a chamada não for roteada a um usuário em 15 segundos, o PABX verificará
o sinal de monitoração (heartbeat) novamente. As etapas 3 e 4 são repetidas até
a chamada ser roteada para um usuário. Se por qualquer motivo o heartbeat
falhar, o PABX passará para a etapa 6 (e quaisquer etapas subseqüentes,
conforme desejar), que relaciona a estratégia de emergência.
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Carga das configurações da CSTA no PABX
4.5 Carga das configurações da CSTA no PABX

O HiPath ProCenter e o PABX comunicam-se através de CSTA. O PABX
notificará o HiPath ProCenter sobre chamadas que necessitem de roteamento e,
depois, o HiPath ProCenter instruirá o PABX sobre como rotear as chamadas. As
configurações do CSTA padrão, que são carregadas pelo representante do
suporte técnico do cliente, são mostradas abaixo.
Nota: Se você estiver conectando mais de uma máquina do servidor principal do

HiPath ProCenter a um único PABX HiPath 4000, as configurações de CSTA
(como o número do aplicativo) configurado no PABX e no Adaptador de
Conectividade (CA4000) devem ser exclusivas para cada máquina do servidor
HiPath ProCenter.
Configurações de CSTA do HiPath 4000

ADD-CPTP:DPCON,55,"PROCID5","192.0.2.25";
ADD-CPTP:APPL,55,"ACM55","PROCID5","APPL55",YES,102,102,"ACM55","APPL55";
ADD-ACMSM:,55,ACLAPPL,"APPL55","ACM55","PROCID5",CB,"CSTAGW",Y,1020,1020;
ADD-XAPPL:55,"APPL55","APPLICATION_55",,Y;
CHANGE-XAPPL:SUBAPPL,55,D25,ACCOUNT&AGASSIGN&AGENT&ABANDON&QUEUED,;
CHANGE-XAPPL:SUBAPPL,55,D25,REDIRECT&LOGON&RCGDISC&RCGSEL&DIGDIALD,;
CHANGE-XAPPL:MONCB,55,D25,RCG,;
EXE-UPDAT:BP,ALL;
EXE-UPDAT:A1,ALL;
4.6 Carregando as configurações da ACD no PABX

O HiPath ProCenter foi projetado para trabalhar com as configurações padrão
(mostradas abaixo), que são carregadas pelo representante de atendimento ao
cliente.
Nota: Se você estiver conectando mais de uma máquina do servidor principal do

HiPath ProCenter a um único PABX HiPath 4000, o nome do aplicativo (HPPC
padrão) e os recursos (ramais, grupos ACD, etc.) devem ser exclusivos para
cada máquina do servidor do HiPath ProCenter. Além disso, o nome do aplicativo
deve corresponder ao nome do aplicativo de heartbeat configurado no aplicativo
HiPath ProCenter Manager.
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hwdin4000install.fm
Configuração do roteamento de emergência
Configurações de ACD do HiPath 4000

CHA-SDAT:<Supervisor Extension>,ATTRIBUT,AGENT&SUPER;
ADD-ACDGP:100,NORMAL,FIFO,<Supervisor Extension>,YES,YES,5,20,30;
/* HPPC's basic ACD group
ADD-ACDGP:110,NORMAL,FIFO,<Supervisor Extension>,YES,YES,5,20,30;
/* fallback ACD group
ADD-WABE:7890,,,STN;
ADD-WABE:7891,,,STN;
ADD-WABE:7895,,,RCG;
ADD-WABE:7896,,,RCG;
CHA-ACDSD:CAFRCG,100,7895;
CHA-ACDSD:CAFRCG,110,7896;
ADD-ACDRT:100,6;
CHANGE-ACDRT:100,ARTSTEP,1,HEARTCND,HPPC,20,6;
CHANGE-ACDRT:100,ARTSTEP,2,RTGRP,100;
CHANGE-ACDRT:100,ARTSTEP,3,WTSEC,15;
CHANGE-ACDRT:100,ARTSTEP,4,HEARTCND,HPPC,20,6;
CHANGE-ACDRT:100,ARTSTEP,5,GOSTEP,3;
CHANGE-ACDRT:100,ARTSTEP,6,RTEXT,7891;
ADD-ACDRT:110,3;
CHANGE-ACDRT:110,ARTSTEP,1,RTGRP,110;
ADD-ACDRS:DS,100,23-59,100,NO,100;
ADD-ACDRS:DS,110,23-59,110,NO,110;
ADD-ACDRS:RS,100,10,10,10,10,10,10,10;
ADD-ACDRS:RS,110,11,11,11,11,11,11,11;
ADD-DNIT:DNI,7890,DRTD,0,"HPPC MAIN",YES,100;
ADD-DNIT:DNI,7891,DRTD,0,"HPPC BACKUP",YES,110;
EX-UPDAT:BP,ALL;
4.7 Configuração do roteamento de emergência

Se o HiPath ProCenter não estiver funcionando devidamente, é imperativo que
as chamadas continuem a ser atendidas pelos usuários. Os usuários os podem
continuar a atender chamadas através do roteamento de emergência.
O conceito do roteamento de emergência principal do HiPath ProCenter é que se

o HiPath ProCenter ficar indisponível, o PABX passará a ser responsável pelo
roteamento das chamadas para os usuários disponíveis que tiverem feito logon
no PABX até que o HiPath ProCenter seja restaurado.
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Como mostrado no Seção 4.4, “Compreendendo a configuração ACD”, na

página 58, existe a possibilidade de se definir um roteamento de emergência
para que quando o HiPath ProCenter esteja indisponível, as chamadas sejam
roteadas para um destino predeterminado, em vez de seguirem para a central de
contatos onde não haverá nenhum usuário ativo.
4.7.1 Exemplo de ambiente comercial

O diálogo a seguir representa um exemplo de ambiente comercial. O formato de
“perguntas e respostas” reflete as perguntas típicas feitas durante uma entrevista
de projeto:
Pergunta: A que horas e dias a central de contatos tem usuários que fizeram
logon e estão ativos?
Resposta: Nossa central de contatos possui três departamentos: vendas,

suporte técnico e faturamento. O expediente de vendas e faturamento é das
09h00 às 17h00. Segunda a sexta-feira. O departamento de suporte técnico
trabalha 7 dias por semana das 7:00 h às 23:00 h.
Pergunta: Para onde devem ser encaminhadas as chamadas quando a central

de contatos estiver fechada?
Resposta: As chamadas podem ir para o HiPath Xpressions ou para um

operador disponível 24 horas. Estes são apenas dois exemplos possíveis.
Após estas perguntas terem sido respondidas, você estará pronto para
configurar o fluxograma. Para obter mais informações, consulte Guia de
Planejamento e Projeto.
4.7.2 Modificando o horário da central de contatos

Para modificar o horário da central de contatos para as configurações de
roteamento de emergência no PABX, execute os AMOs de acordo com o
exemplo desta seção.
Cuidado: Antes de executar os AMOs, certifique-se de que o ComWin esteja

conectado ao PABX e que esteja sendo executado e ativo. Para obter mais
informações sobre o ComWin, veja a documentação do PABX Hicom.
Para modificar o horário da central de contatos:

1. Defina os números do turno no PABX (cada dia com horários diferentes). Por
exemplo, execute o AMO:
ADD-ACDRS:DS,100,<Shift time Start>,120,NO,120;
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onde <Shift time Start> é quando o turno termina. Deve ser inserido
no formato <HH-MM> para o relógio de 24 horas.
Nota: O texto Shift time Start refere-se ao horário efetivo em que o

turno termina. O parâmetro AMO, no entanto, é chamado de shift end. O
turno vai de meia-noite até o horário do turno começar. Supõe-se que a
central de contatos esteja fechada durante este tempo e que todas as
chamadas que chegarem quando a central de contatos estiver fechada
sejam enviadas à Tabela de Roteamento da ACD 120.
2. Defina quando a central de contatos está aberta. Por exemplo, execute o

AMO:
CHA-ACDRS:DS,100,<Shift time End>,110,NO;
onde <Shift time End> é quando o turno terminará. Deve ser inserido no
formato <HH-MM> para o relógio de 24 horas.
Este turno vai de <shift time start> a <shift time end>. As chamadas são
enviadas para a ART 110 para fins de roteamento de emergência quando a
central de contatos é aberta. Ela contém uma etapa que roteia as chamadas
para o Grupo ACD do Agente no PABX.
3. Feche o turno. Por exemplo, execute o AMO:

CHA-ACDRS:DS,100,23-59,120,YES;
Isto muda as execuções de <shift time end> até o final do dia.
4. Modifique o turno. Por exemplo, execute o AMO:

CHA-ACDRS:RS,110
5. Após executar o AMO acima, será solicitado que você insira o seguinte:
Sun = <Inserir no número do Turno criado para o horário
de Domingo>
Mon = <Inserir no número do Turno criado para o horário
de Segunda-Feira>, etc.
6. Após você ter inserido os dias apropriados, configure o destino após o

horário comercial na Tabela alternativa de roteamento do ACD de
emergência. Por exemplo, execute o AMO:
CHA-ACDRT:120,ARTSTEP,1,RTEXT,<After hours destination
number>;
onde <After hours destination number> é um número que
corresponde ao destino após o horário comercial no projeto do HiPath
ProCenter.
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Configurar números discáveis adicionais e redirecionar destinos em fila
4.7.2.1 Exemplo de AMOs de um turno diário de uma central

de contatos
Um exemplo de um dia de um turno para uma central de contatos aberta das 7:00
às 18:00 h é:
Etapa 1: ADD-ACDRS:DS,120,07-00,120,NO,120;
Etapa 2: CHA-ACDRS:DS,120,18-00,110,NO;
Etapa 3: CHA-ACDRS:DS,12,23-59,120,YES;
onde
Etapa 1 define que a central de contatos está fechada das 24h00 até as 07h00,
que é quando ela abre. As chamadas são encaminhadas para a TRA 120 que faz
a correspondência relativa ao destino pós-expediente.
Etapa 2 define o fim do horário em que a central de contatos está aberta. No

exemplo acima, a central de contatos está aberta das 07h00 às 18h00. As
chamadas são enviadas para a ART 110, que envia os chamadores ao Grupo
ACD do Agente.
Etapa 3 fecha as 23h59. No exemplo acima, a central de contatos está fechada

das 18h00 às 23h59 naquele dia. As chamadas são encaminhadas para a TRA
120.
Se você tiver horários diferentes em dias diferentes (por exemplo, nos fins de
semana), será necessário criar diferentes turnos para esses dias. Para fazer
isso, execute os três AMOs acima novamente, mas aumente o número 12 para
13, em seguida para 14, e assim por diante, para cada dia que tiver horários
diferentes.
4.8 Configurar números discáveis adicionais e redirecionar destinos em

fila
No HiPath ProCenter, qualquer DNIT que aponte para um RCG (Grupo de
controle de roteamento) monitorado pode ser utilizado como um número discável
ou um destino do redirecionamento em fila. Os números usados para criar esses
destinos devem ser criados para trabalhar dentro do plano de discagem.
Números discáveis adicionais podem ser utilizados como números de trânsito de
rede para rede.
Execute o AMO em cada número discável ou destino de reenfileiramento que

desejar criar.
ADD-DNIT:DNI,<DIALABLE NUMBER>,DRTD,0,<DESCRIPTION>,YES,100;
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Configurando ramais
onde <DIALABLE NUMBER> é um número discável no plano de discagem;

<DESCRIPTION é a descrição do número; e 100 é o número GCR padrão do
HiPath ProCenter que é criado pelo arquivo de macros.
4.9 Configurando ramais

Esta seção descreve como configurar ramais dos usuários e ramais do Call
Director. É possível configurar ramais dos usuários, ramais do Call Director, ou
ambos, dependendo de sua configuração.
4.9.1 Configurando ramais dos usuários

Se você estiver configurando ramais dos usuários, certifique-se de que o telefone
esteja devidamente configurado, executando os AMOs especificados nesta
seção. Para obter mais informações, veja a documentação do PABX
HiPath 4000.
Para configurar o telefone:

1. Execute o AMO TAPRO para configurar os seguintes botões no telefone:
• Logon/Logoff da ACD
• ACD Disponível
• ACD Indisponível
• Pausa
2. Execute o AMO SDAT para certificar-se de que os atributos do ramal

contenham uma marca de classe do agente.
4.9.2 Como configurar os ramais do Call Director

Esta seção descreve como configurar ramais do Call Director. É necessário
configurar os ramais do Call Director se você planeja usar a função Call Director
para ativar mensagens interativas para chamadores. É necessária uma licença
para usar a função Call Director.
Nota: Não configure os ramais do Call Director como logon automático do agente
porque o Call Director pode ter problemas.
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Configurando ramais
Para configurar os ramais do Call Director:

1. Configure os ramais do Call Director no PABX. Isto deve ser feito por um
técnico do PABX. Para obter detalhes, consulte a Seção 4.9.2.1,
“Configuração de ramais analógicos” e a Seção 4.9.2.2, “Configuração de
ramais OPST1”.
2. Usando o aplicativo HiPath ProCenter Manager, configure o processador de

voz. Para obter detalhes, consulte a Ajuda do Manager.
3. Usando o aplicativo HiPath ProCenter Manager, configure os ramais do Call

Director. Para obter detalhes, consulte a Ajuda do Manager.
Nota: Quando o sistema estiver configurado para alta disponibilidade (standby a

quente), serão necessários processadores de voz redundantes. Portanto, é
necessário configurar o processador de voz de backup e um segundo conjunto
de ramais do Call Director separadamente na máquina do servidor de backup.
Para obter detalhes, consulte a Ajuda do Manager.
4.9.2.1 Configuração de ramais analógicos
Esta seção descreve como configurar ramais analógicos do Call Director no

PABX.
Para configurar ramais analógicos para o Call Director:

1. Adicione uma placa analógica (se não houver nenhuma presente). Por
exemplo, execute o AMO:
ADDBCSU:MTYPE=PER,LTG=1,LTU=<SHELF>,SLOT=<SLOT>,PARTNO="Q2246
-X", FCTID=0,LWVAR="0",HWYBDL=A;
2. Adicionar um ramal analógico a cada porta analógica à qual se deseja
conectar o Call Director. Por exemplo, execute o AMO:
ADD-SCSU:STNO=<STNO>,PEN=<BOARD LOCATION>,DVCFIG=ANATE,
DPLN=0,ITR=0,COS1=<COS>,COS2=<COS>,LCOSV1=1,LCOSV2=1,LCOSD1=1
,LCOSD2=1,COSX=0,SPDI=0,COFIDX=0,SPEC=SUFDIAL,
DIAL=VAR,DHPAR=DTMFST,INS=YES,SSTNO=NO,
HMUSIC=0,CONN=DIR,FLASH=YES,DTMFBLK=NO;
Nota: Observe que Flash = yes e DTMFBLK = NO são configurações

críticas dos ramais, necessárias para o funcionamento do Call Director.
3. Os atributos dos ramais contêm a marca de classe do agente. Use o ComWin

com o AMO SDAT. Para obter mais informações, veja a documentação do
PABX HiPath 4000.
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s

FlexRouting Configuring the XMU recorded

Setting up ACD in HiPath 4000

Configuring ACD environment

Basic batches for FlexRouting

1 Introduction to FlexRouting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

4.2.2.3 Configuring primary DNI tables (parameter ROUTING=DRTSA) . . . . . . . . . 4-24

Voice terminals and displays

Supervisor functions at digital voice terminals

1.2 Agent and supervisor telephones

ACD telephone modes

Agent telephone states

Agent mode LEDs at the agent telephone

LEDs indicating waiting ACD calls

Marking calls and entering billing codes

Displaying queuing time

1.3 Flexible routing

1.3.1 Available agents

1.3.2 Queues for incoming calls

1.3.3 End-of-shift routing

1.3.4 Calendar routing

1.3.5 Controlling agent features (CAF)

1.3.6 ACD call forwarding (e.g. for night service)

2 Configuring the XMU recorded announcement

64 Western connector lines via

XMU (eXtended Message Unit)

Front panel (chassis with 64 recorded announcement ports)

Setting XMU playback modes

Press the Enter key and, using the arrow keys,

Main Menu Select Line #

Configuring the XMU recorded announcement device

Start of recorded greeting Start of recorded greeting

New incoming calls are collected to- At this point

The recorded greeting should be as short as possible, as it also corresponds to the

Interim recorded announcements (e.g. "Please hold...")

Configuring a recorded announcement port for audible source ID

Testing recorded announcements

3 Setting up ACD in HiPath 4000

XMU (eXtended Message Unit)

The following steps are described in this chapter:

Overview of agent/supervisor telephone features

4. Overview of agent and supervisor telephone functions

Keys (from page 3-14 onwards)

Codes (from page 3-26 onwards)

CAF codes (from page 3-29 onwards)

3.1 Enabling FlexRouting in HiPath

Dimensioning a FlexRouting datafield in Hicom (AMO DIMSU)

Old CO trunks which cannot be cleared down at next step

Configuring FlexRouting in Hicom (AMO ZAND)

Assign DPLN group (AMO ZAND)

3.2 Types of FlexRouting-compatible telephones

FlexRouting-compatible telephones are marked with "+" Agent Superv. CAF

3.3 Configuring ACD members

Configuring members in WABE (AMO WABE)

Configuring telephones in Hicom

Activating members for management using FlexRouting (AMO SDAT)

Once a member has been enabled for FlexRouting, it cannot immediately be

3.4 Configuring ACD groups

Changing the search method

Configuring ACD groups

Displaying ACD groups

Deleting ACD groups

3.5 Configuring agents