53.5. Example of Automatic Call Distribution configuration

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]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]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  *                    *                   
--------------------------------------------------------------------------------