53.5. Example of Automatic Call Distribution configuration

53.5. Example of Automatic Call Distribution configuration
	Chapter 53. DISA - Direct Inward System Access

Pre-identification is based on called number verification. User identification is based on calling number verification. The automatic call is enabled toward a number in post-selection (possible only after user identification).

Refer to Section 53.5, “Example of Automatic Call Distribution configuration” to have more information about ACD.

	Tip
	More examples are available at Section 75.17, “How to configure CTIDISA to implement a responder”.

53.5.1. Configuring the CTIDISA resource

Activate the resource and set the RESTRICTED-CALLING parameter to NO.

[10:32:38] ABILIS_CPX:s p ctidisa act:yes restricted-calling:no

COMMAND EXECUTED

[10:32:56] ABILIS_CPX:d p ctidisa

RES:CtiDisa -------------------------------------------------------------------
Run    DESCR:Direct_Inward_System_Access
       LOG:NO          ACT:YES        sesnum:10       RESTRICTED-CALLING:NO
       PROVIDE-SG:NO   CALL-ABORT:**  CALL-REPEAT:**  PIN-START:*  PIN-END:#
       NPOO-CT:SYS     CTIP-TYPE:NET-PRIVATE          BUSY-NOCHAN:YES
       WDIR:C:\APP\DISA\

	Caution
	To activate the changes made to execute the initialization command init res:ctidisa.

53.5.2. Configuring the CTIDISA Service table

Create the “acd” service with the following characteristics:

Maximum number of simultaneous calls: 5;
Duration of ALERTING status for incoming calls: 0 seconds;
Time interval between two call attempts: 15 seconds;
LOOP enabled for “user busy”, “no answer”, “selection not allowed” and “all other reasons”;
Use of tone set “test”;
Pre-identification based on the called number: 002;
Call enabled in post-selection toward number 501;
Automatic call toward number 501, after identification.

Type the following commands.

[17:50:26] ABILIS_CPX:a ctidisa service:acd

COMMAND EXECUTED

[17:50:26] ABILIS_CPX:s ctidisa service:acd max-calls:5 conn-delay:0

COMMAND EXECUTED

[17:50:26] ABILIS_CPX:s ctidisa service:acd mode:acd acd-interval:15

COMMAND EXECUTED

[17:50:26] ABILIS_CPX:s ctidisa service:acd LOOP-BUSY:yes LOOP-NOANSWER:yes LOOP-DENIED:yes LOOP-OTHER:yes

COMMAND EXECUTED

[17:50:26] ABILIS_CPX:s ctidisa service:acd INTRO:test WELCOME:test INITDIAL:test AFTERPIN:test LOOPDIAL:test IDENFAIL:test CALLNA:test ALERT:test
BUSY:test NOANSWER:test DISC:test HOLD:test BYE:test

[17:50:26] ABILIS_CPX:s ctidisa service:acd cdi:002 permit:501

COMMAND EXECUTED

[17:50:26] ABILIS_CPX:s ctidisa service:acd auto-cdo:501

COMMAND EXECUTED

This is the result:

[10:47:25] ABILIS_CPX:d ctidisa service:acd

- Not Saved (SAVE CONF) -------------------------------------------------------
Total number of services:2

-------------------------------------------------------------------------------
SERVICE:acd               DESCR:
  MODE:        ACD                    |INTRO-STATE:   CREQ  |INTRO:    test
  ROUTING:     PREFIX                 |CONN-DELAY:    0     |WELCOME:  test
  MAX-CALLS:   5                      |PC-OFFER:      *     |INITDIAL: test
  BC:          Speech                 |TRANSFER:      NO    |AFTERPIN: test
  CB:          NO                     |ACD-INTERVAL:  15    |LOOPDIAL: test
  CB-DELAY:    5                      |DIAL-TOUT:     30    |IDENFAIL: test
  CB-NRTY:     1                      |PIN-TOUT:      15    |CALLNA:   test
  CB-UNK-CDO:  'CGI'                  |NUM-TOUT:      15    |ALERT:    test
  CB-NAT-CDO:  0'CGI'                 |BUSYDISC:      4     |BUSY:     test
  CB-INT-CDO:  00'CGI'                |LOOP-BUSY:     YES   |NOANSWER: test
  CB-CGO:      #                      |LOOP-NOANSWER: YES   |DISC:     test
  CTIP-TYPE-O: *                      |LOOP-DENIED:   YES   |HOLD:     test
  AUTO-CDO:    501                    |LOOP-OTHER:    YES   |BYE:      test
  TOUT-CDO:    #                      |MAX-LOOPS:     99 
  END-CDO:     #                      |MAX-LOOPS-CDO: #    
  PERMIT:      501                    |TRFA:          NO                  
  CDI:         002                    
  CGI:         #
  SUB-SERVICE: #
-------------------------------------------------------------------------------

53.5.3. Configuring the CTIDISA User table

Create the user “acd” with the following characteristics:

Identification through the calling number;
No service re-assigning;
Maximum number of simultaneous calls: 3;
Post-selection enabled toward all numbers allowed to service in which the caller has been identified;
Verification of the calling number: 01234567.

Type the following commands.

[10:58:14] ABILIS_CPX:a ctidisa user:acd

COMMAND EXECUTED

[15:41:04] ABILIS_CPX:s ctidisa user:acd service:auto max-calls:3 permit:* deny:# cgi:01234567

COMMAND EXECUTED

This is the result:

[15:42:20] ABILIS_CPX:d ctidisa user:acd

- Not Saved (SAVE CONF) -------------------------------------------------------
Total number of users:4

-------------------------------------------------------------------------------
USER:acd
  PIN:     #                |MAX-CALLS: 3     |PERMIT: *
  SERVICE: AUTO             |CB:        NO    |DENY:   #
  CGI:   01234567
-------------------------------------------------------------------------------

53.5.4. Configuring CTI Routings

Assume to receive calls from a group of BRI ports (G2) or from clusters; route the calls toward DISA and enable post-selection toward a group of POTS ports.

Configure incoming CTI routings (toward DISA):

[12:05:34] ABILIS_CPX:a ctir pr:1 poi:g2 out:disa cdi:00?

COMMAND EXECUTED

[12:29:54] ABILIS_CPX:a ctir pr:2 sr:* out:disa cdi:00? sp:64000

COMMAND EXECUTED

Configure outgoing CTI routing (from DISA toward PBX):

[14:29:04] ABILIS_CPX:a ctir pr:3 poi:disa out:pbx cdi:5?? cdo:'cdi.s2' sp:64000

COMMAND EXECUTED

This is the result:

[12:05:48] ABILIS_CPX:d ctir

- Not Saved (SAVE CONF), Not Refreshed (INIT) ---------------------------------
Last change: 17/06/2015 10:01:34 CET

---+------+-----------------+---------+--------------------+--------------------
PR |[DESCR]
   |BCI   |POI |SR      |GI |OUT      |CDI                 |CDO
ACT|NEXT        |LAST       |EEC |T301|CGI                 |CGO
EDT|SP    |SC   |DJ   |MJ   |FMDJ|FMMJ|SDI                 |SDO
   |SPOUT |SCOUT|DJOUT|MJOUT|LCS |LCST|SGI                 |SGO
   |                        |BCO      |RGI                 |RGO
   |FMRLY |FAXSP|MODSP|FMLVL|ECM |UDT |IG  |OG  |SG        |DL  |DH
   |CODERS
   |CODERSOUT
   |TI1 .. TI5
--------------------------------------------------------------------------------
0   DATA   *    #        #   Sl        *                    *                   
--------------------------------------------------------------------------------
1   VOICE  G2   #        #   Disa      00?                  *                   
--------------------------------------------------------------------------------
2   VOICE  #    *        #   Disa      00?                  *                   
    NO           ANY         NO   Dft  *                    *                   
    64000  Sys   Sys   Sys   Sys  Sys  *                    *                   
--------------------------------------------------------------------------------
3   VOICE  Disa #        #   PBX       5??                  'CDI.S2'            
    NO           ANY         NO   Dft  *                    *                   
    64000  Sys   Sys   Sys   Sys  Sys  *                    *                   
--------------------------------------------------------------------------------

	Tip
	Interesting chapter: Section 49.5, “CTI Router Overview”.


53.4. Example of Post Selection configuration		53.6. Example of Call Back configuration