OSV and ACD

[LoPath]

Good day, resident smart people!

I currently have a HiPath 4000 V5 that I will be replacing with a brand spanking new OSV system in the next few months. I have a project in the pipes later on this year where I need to build a simple ACD group with 5 agents. I need to figure out if ACD is supported on OSV without using OpenScape Contact Center. It's my understanding that I have to have all subscribers on SIP to use OSV. SIP agents can't do ACD on the 4000. I've been told that OSV can do ACD with SIP agents, but I can't find any reference to that being true, except when they are OSCC agents. Can anyone on here verify?

TIA!

LoPath
Maintain HiPath 4000 V5 & V6, OpenScape Xpert V4, Xpressions, Contact Center

 

[donb01]

I do a lot of ACD stuff, but not with SIP.

All the way to V7 the PBX has "generic ACD"/call routing so I have to assume the OSV probably does too.

If I was a betting man and was told you can't do ACD with SIP on the 4K, I would go ahead and try setting up Autologin for the agents - that might be one way of at least getting them logged in. There are DPLN/WABE codes you can enter to dial on the keypad for available/unavailable, etc, so you might be able to use those, but you probably won't have LED indicators or a light that comes on if there is a call waiting in the queue.

One way you might be able to tell if OSV supports ACD/Agents is to look at the system specs and see if there are items for number of agents supported, number of ACD groups supported, etc. Generically we refer to it as call routing or Backup Routing in the OSCC world. In the 4K environment, even if you are using OSCC you still have to build your ACD groups, Agents, DNITs, Route control groups, etc in the system....



Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA

 

[LoPath]

On the 4000 V4-V6, you simply cannot give a SIP station "ACD Agent" attributes. It fails.

We have OSCC on our V6 system and it's staying there. I don't want to bring OSCC onto our OSV system for a simple 5 station ACD group.

I looked through a bunch of the OSV documentation already and ACD appears to be left out of everything, until they talk about OSCC. That's why I'm curious.

LoPath
Maintain HiPath 4000 V5 & V6, OpenScape Xpert V4, Xpressions, Contact Center

 

[donb01]

It could be a sales gimmick to force you into buying something you don't need.... (

Not trying to do a sales pitch here, but what are you going to use for voicemail on the OSV? The AVST CX-E product we use for our Unified Messaging has a feature that they call Team-Q. It allows you to do small "ACD" type groups right on the voicemail platform, and you can license per user for that feature. The system itself is licensed by how many ports you want to connect to the PBX and what type of integration you choose. The "Agents" have a PC-based interface for the call management. I have a fairly decent sized operation here and 24-ports for voicemail integration, and for me I started thinking of things like how many calls might be queued at once and how would that affect the number of ports I have open for incoming VM calls, users checking their messages and MWI and other callouts - I decided we are kind of too big to do that with a 24 port base system and would probably have to bump it to 32 - 40 if we ever decide to do that. I don't know your environment, and something small like that might be a good fit for your needs... ) If that raises an eyebrow you can go to avst.com and look at their sales documents they have online.

Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA

 

[LoPath]

No worries........ we already have Xpressions. Just going to upgrade it at the same time as we go to OSV.

The mini-project I'm working on requires setting up a group of 5 agents to one incoming number. I need the ACD features to allow agents to log in/out and queue calls as necessary. I think I can cheat and do that on Xpressions, but we only have like 8 lines on that SIP trunk. More lines = more licenses = mo $.

So...... if there's a clever way to do that on OSV, I'm all ears.

LoPath
Maintain HiPath 4000 V5 & V6, OpenScape Xpert V4, Xpressions, Contact Center

 

[jschnarkey]

We have an OSV V8. It uses UCD. Agents get a logon button on their phones and callers do get queued but that's really about the functionality of it. No reporting at all and limited messaging like "you are the 15th caller in queue".
You build it in the hunt group section. A few options such as Linear, circular, Universal distribution etc. And that's about it really. Our OSCC is tied to the 4K v7.

 

[LoPath]

OK, that's simple enough. I guess I never considered doing queuing from a hunt group, but I guess it can be done. Thanks for the info!

LoPath
Maintain HiPath 4000 V5 & V6, OpenScape Xpert V4, Xpressions, Contact Center

 

[sbcsu]

You can also use Hunt Groups on the HiPath 4K or OSV4KV7
With the use of the 'Opt out of hunt' key they can decide to answer or not answer calls, no stats though.

 

[donb01]

I was reading in the manual during class, but not getting it - it seems like there is a way to make your hunt groups play something like hold music instead of the caller just hearing continual ringing until someone answers the call. Has anyone mananged to configure that option? I would think it would be more user friendly....


Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA