contact center distribution overview

8/19/2019 Contact Center Distribution Overview

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Contact Center Distribution Overview

Alcatel OmniTouch Contact Center


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Generalities

CCd is a complete solution built into the Alcatel OmniPCX Enterprise

A call distribution system designed to be:

Flexible

Contact center architecture (pilots, processing groups, agents, call routing

rules..) is taken into account according to the customer needs

Comprehensive

CCs software allows to control, to manage, to visualize and to display statisticsconcerning the whole CCd matrix

Open modular architecture to fit into a complete ”Call Center"

solution. Possible integration with:

CCivr

I.A.A

Voice mail…


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Generalities

Architecture

Supervisor's workstationOmniVista 4760

CCa client

-CTI platform-CCa server

LANLAN

Agent set


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Generalities

Sophisticated call handling

Routing & distribution

Call parking

Voice guides

Greeting voice guide

Parking voice guide

Blockage voice guide

General forwarding voice guide…

Management and supervision are integrated into the CCs application

A lot of available ACD agents features:

Withdraw, wrap-up, supervisor call, discrete listening, call hold…


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Agent set

Agent and supervisor sets

In a processing group, there are two different types of sets:

Supervisor set which can supervise several processing groups and can itself be

part of a processing group as an agent

Agents sets

Extension types

Agent: Analog, 4003, 4004, 4035, 4037 (4035 & TSC-IP)

Supervisor: 4035, 4037 (4035 & TSC-IP)


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Agent set

The log-on procedure allows an agent to inform the CCd system of his

physical presence on a workstation and as a result to ask for

acceptance in the call distribution mechanism handled by the CCd

system

-

Agent processing group Agent set(or supervisor) « ACD authorized » set

1 2


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Call flows - Overview

Call flowsincoming calls

ResourcesResources

MAO

agent groups C C i v r

E x t e r

n a l

r o u t i n

g

f o r w a

r d i n g

v o i c e

g u i d e

outgoing calls


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Call flows

The CCdistribution principle is based on a matrix

Pilots

Processing groups ( Resources )

Mutual AidMutual Aid

CallCall

routing routing

CallCallDistribution Distribution

Waiting Waitingqueuequeue

DissuasionDissuasion


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queues Resources (PG)Called departments

(pilots)

call distribution

priorities Longest idletime (load) resource availability

Call routing

priorities expected waiting times


Call flows - Concept

Calls flows: how does it work?


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CCd matrix description

The CCd matrix is made up of:

Pilots which are the CCd matrix entry points

Use DID numbers and can correspond to a department phone number in acompany

Waiting queues

Normal waiting queue

Dissuasion waiting queue (also called redirection w.q)

Mutual aid waiting queue (also called intelligent overflow w.q)

Processing groups

Agent processing group

Voice guide processing group

Forward processing group

Rerouting processing group

IVR processing group


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Possible states of a pilot

The pilot can be in open state

Calls are connected to a welcome guide, then they are routed with or withoutqueuing

e.g.: ”welcome to Alcatel company .... ”

e.g.: ”hold the line please a agent will answer soon ”

The pilot can be in general forwarding state (closed) Pilot closed automatically by calendar, Pilot closed manually by a supervisor

action, switch on General Forwarding by agent action on his phone set

In that case, calls can be connected to a specific guide

e.g.: "our offices are open from 6.00am to 6.00pm, please call during opening hours"

The pilot can be in blocked state

Case: Accidental closure

Cause: Resources missing in the downstream processing group

In that case, calls can be connected to a specific guide

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


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Queue characteristics

A Queue can

be shared among several Pilots (20 max) feed several Processing Groups (30 max)

Queued calls are served FIFO (First In/First Out)

Different types of waiting queue are available

Normal: parking device for calls received by a pilot, before being

distributed to the processing groups

Mutual aid: intelligent overflow by re-routing over the public or private

network onto another remote CCd or by re-direction onto an address (in the

local node)

Dissuasion: calls redirection using any processing group type (voice


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Possible states of the queue

Open

Not saturated

Saturated

Expected Waiting Time (EWT) > Maximum Waiting Time

Closed by CCs user

Blocked Downstream resources

are not guaranteed

( All agents are logged-off or in withdrawal )

Maximum Waiting Time


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Different types of processing group are available

Agent processing group

Made up of agent or supervisor sets

Forward processing group (on-pcx number)

Attendant, voice mail, normal sets…

Voice guides Voice guide broadcast (duration, V.G #)

Rerouting processing group

Rerouting to the ABC network Rerouting to public networks

I.V.R processing group

Connection to the CCivr application


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Queue / Processing group compatibility

The following table gives the possible association between a queue type and

a processing group type

XVoice Guide PG

XXRerouting PG

XXForward PG

XXIVR PG

XXAgents P.G

Dissuasion W.Q Mutual aid W.Q Normal W.Q


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Call routing rule

Call routing rule

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

waiting queues (20 max)

C a l l R

o u t i n

g

Pilots

Waiting Queues

Aim:Open directions from

Pilots to Waiting Queues


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Call routing rule

Call routing rule according to the pilot state

A specific call treatment can be done

Depending of 3 states of the pilot (Open/Closed/Blocked) Via routing rules and calendar management

With dedicated set of voice guides (greeting, waiting,...)

The routing directions choice, between waiting queues (20 max), is doneaccording to priorities or according to

Expected Waiting Time (in case of same priorities)

Priorities value is from 0 to 9

0 is the highest priority

9 is the lowest priority


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Call routing rule

Routing rules

Open / close a waiting queue direction

According to pilot state

Greeting Voice Guide

6 Parking levels

Voice Guide

Address: IAA or IVR in Queue

EWT table: IAA or IVR in Queue

(according to Expected Waiting Time)

Directions characteristics

Open/closed

Priorities

Rule 0:Presentation voice guideParking Levels 1,2,3,4,5,6

C l o s e d

P0

P1

P9


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Call routing rule

Call routing rule principle (with different priorities)

The next direction (priority=1) will be used in case of congestion

(saturation) of the waiting queue

P1

P2

P0

Selection of a Waiting Queueaccording to thehighest priority


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Call routing rule

Call routing rule principle (in case of queue congestion)

A normal waiting queue has a “Maximum Waiting Time” which defines the

capacity of the queue

An “Expected Waiting Time” is calculated by the system, and is equal to:

EWT = Average wait x (Nb of calls in queue + 1)

The “Average waiting time” is calculated by the system over the TSP

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


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Call routing rule

Call routing rule principle (in case of queue congestion)

Queue saturation means

Expected waiting time > Maximum waiting time

P1

P10

Dissuasion mechanism Dissuasion towards avoice guide in case of

queue congestion

Waiting Queue Saturated


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Call routing rule

Call routing rule principle (with equal priorities)

At equal priorities, the call is routed according to the lowest expected

waiting time calculated by the system

P0

P1

P0

Expected waiting time:Expected waiting time:00:4000:40

expected waiting time:expected waiting time:00:2000:20


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Call routing rule

Voice guides in a normal waiting queue

Voice guides are assigned to a pilot rule (30 rules/pilot) and are sent on

the pilot whatever the direction

There are 6 parking levels in a waiting queue

Voice Guides could be cut in case of downstream resource freeing

Voice Guides are played according to pilot status

Greetingmessage

parkingmessage n°1

parkingmessage n°2

parkingmessage n°6


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Call distribution rule


Call distribution rule determines the distribution of the calls from the head

of the queue to the processing groups

A queue can have up to 30 possible distribution directions

The compatibility between the typology of a queue and that of a processing

group is handled by the system

Two types of complementary call distribution can be implemented:

"Resource selection", which searches for a processing group for a call that has

just been parked in a free queue. This type of distribution applies to all

processing group types

"Call selection" when a processing group resource becomes available for

processing a new call, and which will search for a waiting call at the head of a

queue. This type of distribution only applies to the agent processing group


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RESOURCES SELECTION

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

The queue chooses the processing group

CALL SELECTION

All resources are busy

Call selection when a resource is ready

The system choose one of the calls at head of the queues


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In case of resources selection

In order to route a call from a waiting queue to a processing group, the

system checks:

The priorities (from 0 to 9)

At equal priorities, the Longest Idle Time ( LIT )

Maximum times of the free processing groups

In case of call selection

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

will attempt to take a call in a normal queue (only) and use the optimaldirection (maximum cost) in line with the following parameters:

Priorities (from 0 to 9)

At equal priorities, the Real waiting time

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


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Resources selection (with different priorities)

P2P0 P1

B u s y


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Resources selection (with equal priorities)

The LIT of the processing group is taken into account

P1

longest idle time

P0 P1

00:4000:40 00:3000:30

B u s

y


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Call selection (with different priorities)

P0

A resource becomesavailable

P2

P1

No calls


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Call selection (with equal priorities)

The highest Real Waiting Time of the calls is taken into account

P0

A resource becomesavailable

P1

P1real waitingtime

00:4000:40

00:3000:30

No calls


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Minimum waiting time threshold

All calls that have waited longer than this can be distributed by this

direction

This parameter is predominant for call selection

A resource becomes A resource becomes

availableavailable

Closed because ofthe threshold

(threshold =10s)

Open(threshold=20s)

Real waiting time < Distribution threshold

00:09

00:22

Real waiting time > Distribution threshold

Real WaitingTime in queue

2

1*

*


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Agent selection

Choice of agent in the group

When the processing group has been selected by call distribution, you must

choose a resource in this processing group

In an agent type processing group, 3 possibilities are available for selecting

the agent in the group:

Sequential search mode Cyclic search mode

Longest time-out search mode

For each agent processing group, it’s possible to manage:

Ring rotation timer

Overflow on no reply (after a timer, overflow to a directory number)


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Call handling – Capacities and limits

Limits of CCd version 6.x

Number of pilots1200

Number of queues 200 Number of processing groups 150

Number of agents supported 1000

Number of agents logged on 1000

Number of agents logged on/processing group 100 Number of queues/pilot20

Number of processing groups/queue 30

Number of supervisors/system 60

Number of supervisors/group 10 Number of digits in transaction code 15

Number of digits in Business code 3


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contact center distribution overview

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