Nortel Communication Server 1000

[Gui75]

Hi All,

I have some questions regarding Nortel

I  would like to get silence when the call is in an ACD queue of Nortel Communication Server, to provide silence to outbound calls.
PBX administrators tell me that it is not possible.
Anyone can confirm it?

[Gui75]

Hi all,
I also would like to know if it is possible to configure a CDN to release the calls (used as overflow DN for Outbound functionalitities)

[PhoneBill]

[quote author=Gui75 link=topic=3680.msg15713#msg15713 date=1229613837]
Hi All,

I have some questions regarding Nortel

I  would like to get silence when the call is in an ACD queue of Nortel Communication Server, to provide silence to outbound calls.
PBX administrators tell me that it is not possible.
Anyone can confirm it?


[/quote]

To have silence when the call is placed on hold, for example during a transfer, the outgoing trunk route that is used to make the call or the incoming route where the call is received (I know you said it was an OB call but it's the same rule) must not have a music route defined in the Route Data Block (RDB).

On Nortel, I have typically utilized a dedicated route for any outbound dialer implementation that does not have a music route specified.  Each route has an access code (ACOD) that would allow the dialer to force the outbound call through that route BUT the ports of the dialer must not be restricted from the route.  By default, users (the ports would be a user) can not dial an access code directly.  The route and users can be configured to allow the dialer access while still restricting regular users.  The combination of TARG and TGAR specifications on the route and phones respectively determine access and restrictions. 

I'm not going to get into the particulars, but your telecom person should know how to do this.  You could also target the route through BARS but you would have to have a very good BARS programmer that would restrict which route entries would be accessed by the dialer.  A big disadvantage with a dedicated route has to do with the efficiency of resources since there would be segmented trunk groups.  However, if configured correctly, these trunks could be targeted by regular user dialing, i.e. 9+, but the regular trunks would not be accessed by the dialer.  Users hitting these trunks for outbound calls would lose the music on hold.

As an alternative, you could employ the Active Switch Matrix (ASM) method of Genesys Outbound.  ASM mode is not a line-side implementation and would not receive any music on hold.  This is, however, a completely different implementation method that has unique engineering requirements but there would be no ring or music splash during a transfer to an agent.  If money is no object, I'd suggest ASM (or an Avaya).

[PhoneBill]

[quote author=Gui75 link=topic=3680.msg15766#msg15766 date=1229816486]
Hi all,
I also would like to know if it is possible to configure a CDN to release the calls (used as overflow DN for Outbound functionalitities)
[/quote]

Unfortunately not. 

[Gui75]

Thanks a lot for the information PhoneBill.
Regarding Music on Hold, ASM mode was not chosen due to its cost. I will discuss your suggestions with PBX administrator.
Regarding Releasing the call through PBX, I think I will have to route to dedicated extensions. I will try to see if I can answer and release the call from the strategy in post-routing building blocks.

[Gui75]

Hi PhoneBill, Can I ask you 2 more questions? You have been very helpful thus far

1. Do you know if it is possible to define in Nortel kind of virtual extensions, which will not require a hardware terminal of a softphone and that can be monitored from Genesys. This will help me dropping outbound calls

2. Do you know if it would be possible also t have virtual extensions associated to ACD Extensions.
I would like to be able to log agents without needing hardware terminals or softphones.

[cavagnaro]

If there is no hardware or software then there are no events to monitor as bothing will be able to arrive on a fictive extension.
Why would this help on dropped calls? Dropped calls are normal as it is your system who finishes them because you defined the waiting time limit. If you don't want dropped calls:
1. Increase agents
2. Overflow the calls to another Agent group
3. Increase waiting time

[PhoneBill]

On the CS1K you can create "Phantom TNs", however, you cannot monitor or control them so they are typically used to send calls elsewhere.  The Call Center Server (formerly Symposium Call Center Server) does have the ability to modify the configuration of a Phantom TN and forward calls to a specific agent when they log in.  The Phantom TN's DN is configured in the agent profile and the CCS will forward the DN to whichever phone the agent logs into.  This is a great feature for agent "hot seating" however, unfortunately, it is exclusive to the Nortel call center product, third party apps, i.e. Genesys, cannot do the same.

I'm not sure I quite understand your second question, "...log agents witout needing hardware..." can you clarify?


[quote author=Gui75 link=topic=3680.msg15822#msg15822 date=1230297969]
Hi PhoneBill, Can I ask you 2 more questions? You have been very helpful thus far

1. Do you know if it is possible to define in Nortel kind of virtual extensions, which will not require a hardware terminal of a softphone and that can be monitored from Genesys. This will help me dropping outbound calls

2. Do you know if it would be possible also t have virtual extensions associated to ACD Extensions.
I would like to be able to log agents without needing hardware terminals or softphones.
[/quote]

[PhoneBill]

I meant to ask, are you using CPD to make your outbound call?  If so, the CPD can simply disconnect the call if there is not a positive answer.  Are you trying to do something different?

[quote author=Gui75 link=topic=3680.msg15766#msg15766 date=1229816486]
Hi all,
I also would like to know if it is possible to configure a CDN to release the calls (used as overflow DN for Outbound functionalitities)
[/quote]

[cavagnaro]

[quote author=PhoneBill link=topic=3680.msg15836#msg15836 date=1230579288]
On the CS1K you can create "Phantom TNs", however, you cannot monitor or control them so they are typically used to send calls elsewhere.  The Call Center Server (formerly Symposium Call Center Server) does have the ability to modify the configuration of a Phantom TN and forward calls to a specific agent when they log in.  The Phantom TN's DN is configured in the agent profile and the CCS will forward the DN to whichever phone the agent logs into.  This is a great feature for agent "hot seating" however, unfortunately, it is exclusive to the Nortel call center product, third party apps, i.e. Genesys, cannot do the same.

I'm not sure I quite understand your second question, "...log agents witout needing hardware..." can you clarify?


[quote author=Gui75 link=topic=3680.msg15822#msg15822 date=1230297969]
Hi PhoneBill, Can I ask you 2 more questions? You have been very helpful thus far

1. Do you know if it is possible to define in Nortel kind of virtual extensions, which will not require a hardware terminal of a softphone and that can be monitored from Genesys. This will help me dropping outbound calls

2. Do you know if it would be possible also t have virtual extensions associated to ACD Extensions.
I would like to be able to log agents without needing hardware terminals or softphones.
[/quote]
[/quote]

There is Genesys feature called Expert Agent which allows the agent to login virtually on a DN and then receive the calls on his cell phone for example. I don't know the limits but may be what you need.

[PhoneBill]

I do like the Expert Agent product and it may be what they need after the call is answered, but I believe the questions are related to implementing a dialer, not necessarily the agents.

[quote author=cavagnaro link=topic=3680.msg15838#msg15838 date=1230581860]
[quote author=PhoneBill link=topic=3680.msg15836#msg15836 date=1230579288]
On the CS1K you can create "Phantom TNs", however, you cannot monitor or control them so they are typically used to send calls elsewhere.  The Call Center Server (formerly Symposium Call Center Server) does have the ability to modify the configuration of a Phantom TN and forward calls to a specific agent when they log in.  The Phantom TN's DN is configured in the agent profile and the CCS will forward the DN to whichever phone the agent logs into.  This is a great feature for agent "hot seating" however, unfortunately, it is exclusive to the Nortel call center product, third party apps, i.e. Genesys, cannot do the same.

I'm not sure I quite understand your second question, "...log agents witout needing hardware..." can you clarify?


[quote author=Gui75 link=topic=3680.msg15822#msg15822 date=1230297969]
Hi PhoneBill, Can I ask you 2 more questions? You have been very helpful thus far

1. Do you know if it is possible to define in Nortel kind of virtual extensions, which will not require a hardware terminal of a softphone and that can be monitored from Genesys. This will help me dropping outbound calls

2. Do you know if it would be possible also t have virtual extensions associated to ACD Extensions.
I would like to be able to log agents without needing hardware terminals or softphones.
[/quote]
[/quote]

There is Genesys feature called Expert Agent which allows the agent to login virtually on a DN and then receive the calls on his cell phone for example. I don't know the limits but may be what you need.
[/quote]

[Gui75]

Hi all.

Thanks for the answers. Let me explain better explain what I mean to do.
I want to drop outbound calls if there is more than 6 seconds waiting time.

I can do it through CPD Server (though option) only if I use 2 step transfer, which I do not want to use.

Then I have to find other way to release the call.
I can not do it by routing the call to a CDN as it is not possible to configure CDN to disconnect the call (thanks PhoneBill
I can make it by routing the call towards an extension (configured just for this purpose) and by answering and releasing the call immediately through strategy attached to extension.

Here comes my question : can I configure an extension at PBX level and monitor it without configuring or installing any softphone or hardware phone.
I am used do it with Alcatel by configuring Ghost DN.
I was wondering if I could do the same at Nortel level.

[cavagnaro]

And can't you use the cancel call treatment in your strategy? For example your flow will be:
CallEntered -> Select target Agent Group OCS with waiting time of 6 seconds ->
RedPoint (meaning 6 seconds are reached) -> add the CancelCall object (a phone icon with a red X on it) and it should drop the call...

[Gui75]

No it does not work, this treatment is not supported by Nortel

[cavagnaro]

And what about sending the call to a non existing number using TForce function?