ACTIV! VOICE - T-SERVER CHANNEL MANAGER

Transcription

1 ACTIV! VOICE - T-SERVER CHANNEL MANAGER VPI 160 Camino Ruiz, Camarillo, CA (Voice) (Fax)

2 Contents Introduction Configuration (VPConfig) VPConfig > Channel Manager > TSAPI Server Setup-Tab... 4 T-Server Setup General Options and Additional Monitors... 4 VPConfig > Channel Manager > Database-Tab... 5 Revision History Copyright Voice Print International, Inc. The information contained herein is subject to change without notice. As the registered end user, you are free to make and use as many copies of this manual as you like, so long as it is used for internal purposes only and is not transmitted in any manner whatsoever to any individual, organization or corporate entity not specifically named in your End User License Agreement. Voice Print International, Inc., shall not be liable for technical or editorial errors or omissions contained herein. 2 TOC

3 Introduction T-Server is the Genesys software component that provides an interface between telephony hardware and the Genesys software components. It translates and keeps track of events and requests that come from, and are sent to, the CTI (computer-telephony integration) link in the telephony device. T-Server is a TCP/IP-based server that also acts as a messaging interface between the Activ! Voice T-Server Channel Manager. Note that the Genesys T-Server name has changed over the course of previous releases for various reasons. The former names include: T-Server for Nortel Meridian 1 T-Server for Nortel Symposium Call Center The current name, T-Server for Nortel Communication Server 1000 with SCCS/MLS, reflects Genesys s decision to address the Meridian 1 and Symposium functionality in one T-Server. Configuration (VPConfig) Introduction/Configuration 3

4 VPConfig > Channel Manager > TSAPI Server Setup-Tab T-Server Setup Server Setup and Server Port Add the Server IP and port of the Genesys T-Server Fail to VOX Check fail to VOX to continue the recording of channels in case the T-Server link goes down. General Options and Additional Monitors The Genesys skills-based agent routing treats all of the ACD groups as a single, virtual call group. Include the ACD Groups here separated by commas for each group. If you have a T1 card installed, you can enter have multiple Trunks separated by commas. Select the Apply button when your changes are complete. 4 Configuration

5 VPConfig > Channel Manager > Database-Tab The Channel Manager collects some data elements that you may or may not want to include with each transaction. If you would like the additional data stored, select the data item and associate it with a database field. If a field does not exist, use the add column button to add a compatible DB field for storing the selected data item. WARNING! String lengths need to be validated before creation. Select the Apply button when your changes are complete. Configuration 5

6 Start/Stop Record Events On the VPConfig Start/Stop Events Tab, check all the events applicable to monitor. The following is a complete list of Start/Stop Record Events for the Activ! Voice T-Server Channel Manager. 6 Start/Stop Events

7 Start Record Events Inbound EventRinging A call has been delivered to the telephony object specified. EventEstablished For the application associated with the calling party: the telephony object specified has answered (either the calling party answered or the switch simulated an answer if option auto-answer is set on the switch) and the connection has been established. For the application associated with the called party: the call associated has been established. Outbound EventOffHook The telephony object specified has gone off-hook. EventDialing An attempt to make a call on behalf of the telephony object specified is in progress. EventRinging A call has been delivered to the telephony object specified. EventEstablished For the application associated with the calling party: the telephony object specified has answered (either the calling party answered or the switch simulated an answer if option auto-answer is set on the switch) and the connection has been established. For the application associated with the called party: the call associated has been established. Inbound/Outbound EventRetrieved The call has been retrieved from hold. Other Check the Other Specify box and, in the field provided, include other supported Switch Events. Stop Record Events Inbound/Outbound EventReleased The telephony object specified has disconnected or has been dropped from the call. EventOnHook The telephony object specified has gone on-hook. Start/Stop Events 7

8 Agent Mode Change EventAgentNotReady The agent is not ready to receive ACD calls. EventAgentReady The agent is ready to receive ACD calls. Inbound/Outbound EventHeld The call has been placed on hold. Other Check the Other Specify box and, in the field provided, include other supported Switch Events. 8 Start/Stop Events

9 Revision History Rev Level: Date: Description: Rev A: 03/03/08 Initial Release. Revision History 9