呼叫中心基础教程.ppt

* An adjunct is any processor connected to a DEFINITY Enterprise Communications Server (ECS) that can use ASAI features. The adjunct makes a routing decision according to caller information and/or agent availability, and it returns the routing response to the system. When a call encounters an adjunct routing command, and if the call is not queued to a split, the switch sends an ASAI message requesting a call route over the specified adjunct link. * The adjunct routing command provides a means for an adjunct ASAI processor to specify the destination of a call. An adjunct specified in an adjunct routing command can route a call to an internal number, an external number, a split, a VDN, an announcement extension, or a particular agent. An adjunct can also provide priority ringing and priority queuing. Each ASAI link has a unique extension number * Key Points: We will continue to build on our core solution - the Genesys Suite. With G6, which will be launched later in October, we expand the definition of an interaction, introducing a workflow capability. Customers will now be able to apply the same business rules to all interactions - real-time I.e. voice, chat, web collaboration and asynchronous I.e. email, fax, and business process. * Genesys delivers an integrated solution. * * * HA CTI: The appropriate configuration depends on the switch capabilities: mirrored links or multiple logical connections over one physical link: HA T-Servers connected directly to link without HA Proxy examples (Genesys 6.5): Alcatel OmniPCX 4200 4400; Ericsson MD110; Mitel SX-2000; Siemens Realitis-DX; Siemens Hicom 300E; Tenovis Integral 33 only one logical connection over one physical link: HA T-Servers connected to link through one HA Proxy examples: Delco ACD, Teltronics 20-20, Hitachi CX8000, LG Sarex-ACS, Philips Sopho iS3000, Siemens Hicom 150E 300 ACL-H3 two links in active/standby mode or multiple links in load sharing mode: one HA Proxy per link, all connected both HA