6.4 How to Create Concierge Service (non-OSCC) in an OSV Standard Solution

The WebCDC tool supports configuration of a non-OSCC (OpenScape Contact Center) Concierge service on the OpenScape Voice (OSV) system. The Concierge-specific data are entered on the Subscribers and Concierge tabs of the WebCDC tool.
In order to configure a V2R1.2.0 non-OSCC Concierge service on the OSV, five (5) Multiline Hunt Group (MLHG) pilot numbers are necessary. Those five numbers are 'Profile-Only' MLHG pilot numbers of manual type. They are used for the following purposes:
•
Main Concierge Number - Off-net subscribers dial to this MLHG pilot number to reach the Concierge service on the OSV. This number is a public DID number. It cannot be a private number since offnet subscribers must be able to reach it from outside the OSV.
•
Internal Call Number - On-net subscribers dial this MLHG pilot number to reach the Concierge service on the OSV. This number can be either a public DID or Private number.
•
Recall Number - Calls are routed to this MLHG pilot number when a Concierge attendant transferred a call and the transferred-to destination does not answer. This number can be either a public DID or Private number.
•
Intercept-for-No-Answer Number - This MLHG pilot number is used when OSV subscribers wish to forward their calls on no-answer to an attendant. It can be either a public DID or Private number.
•
Intercept-for-Busy Number - This pilot MLHG number is used when OSV subscribers wish to forward their calls on busy to an attendant. This number can be either a public DID or Private number.
NOTE:   With the V2R1.2.0 non-OSCC Concierge service, it is not necessary to create a separate MLHG on the OSV for the purpose of parking calls. When agents park a call, the call is routed out of the OSV to a SIP endpoint associated with the Concierge Service Provider (CPS). Parked calls are easily retrieved from the offnet CPS and re-routed appropriately. In this how-to example, a SIP endpoint shall be created on the OSV for the CPS with IP Address and Alias name. Additional routing translations are also added to the OSV to route calls directed to the offnet Concierge numbers to the SIP endpoint associated with the CPS so they may be parked.
 
Prerequisites
1.
The DID and extension numbers of the MLHGs and Agents are known.
2.
The purpose / role of each of the 5 MLHGs must also be known, i.e which specific MLHGs will be:
•
Main Number
•
Internal Call Number
•
Recall Number
•
Intercept for No Answer Number
•
Intercept for Busy Number
Step by Step
1.
Create the needed MLHGs by selecting the Subscribers tab and entering five (5) MLHG entries by specifying data into the following columns (of 5 rows):
•
Extension
•
Direct Inward Dialing Number
•
Device Type - must be Profile Only
•
MLHG Group - must be a unique number for each MLHG
•
MLHG Type - must be Manual
2.
Set the Prompt Language appropriately for the MLHGs. This parameter refers to the language in which announcements are played to subscribers from the media server (e.g., English).
3.
Set the Digest Password to values that agree with the settings selected on the General tab (i.e., User Digest Password Generation).
NOTE:  Next while still at the Subscribers tab, information is entered for the Concierge Agents. The V2R1.2.0 non-OSCC Concierge service requires real agents to be assigned to all five MLHGs. These agents must be members of all five Concierge MLHGs simultaneously. In general, all Concierge MLHGs and agents should be in the same Site. The data entered on the Subscribers tab should therefore reflect that fact.
4.
Enter a row of data for each Concierge Agent like any other subscriber by noting the following important points:
•
Agents are connected to real OpenStage phones, so the agents' Device Type should correspond to a real OpenStage phone type (e.g., OpenStage 60), never 'Profile Only'.
•
For all Concierge agents, the Prompt Language, Device Display Language, and Digest Password should be set appropriately.
•
Set the Concierge User parameter to 'yes' for all Concierge Agents. This informs WebCDC that these agents are Concierge extensions.
NOTE:  The Names and Extensions of these agent/subscribers are not to be entered on the Concierge tab. Their Names and Extensions will be automatically filled in by WebCDC on the Concierge tab upon generating the configuration files.
5.
Select the Concierge tab.
6.
Enter the Concierge MLHG pilot numbers into the tab cells that correspond to each MLHG’s role / purpose in the specific OSV Concierge arrangement.
•
Main Concierge Number
•
Number to dial internally
•
Number for Recall
•
Number for Parking Calls - leave blank. (See previous note on call park).
•
Number to send to Intercept Upon No-Answer
•
Number to send to Intercept Upon Busy
7.
As previously noted, leave the rows under the Subscriber Names and Subscriber Extensions heading blank. When the Concierge User field of the agents/subscribers is set to 'yes' on the Subscribers tab, then the Concierge agents' Subscriber Names and Subscriber Extensions are automatically filled into the Concierge tab during the WebCDC generation of the configuration files.
NOTE:  At this point in the procedure all data required by WebCDC for creating the OSV Concierge (i.e. MLHGs and Agents) is complete. The WebCDC user may move on to configuring additional aspects of the deployment by changing to other tabs, or may go straight to generation of all the configuration files and their loading into their corresponding Openscape components, e.g. OSV, OSB, UC, etc. Details for these actions are addressed elsewhere in this document and not repeated here.
 
Creation of the Call park SIP endpoint on the OSV:
Once the configuration file generation / loading is completed there are additional steps which must be performed for configuring the Concierge Call Park capability. This is performed via the OpenScape CMP/OSV Assistant and is detailed in the following steps.
8.
Log onto the CMP and go to Configuration > OpenScape Voice > Business Group.
9.
Expand Members under Main Office.
10.
Select Endpoints.
11.
Click on Add to add a new Endpoint for the CPS Server.
12.
Select the General tab.
13.
Set the Endpoint Name = ’Concierge’ (or another suitable name),
14.
Set Profile = EPP_<HQ> (i.e. the Endpoint Profile of the Headquarters Site). For example ’EPP_Munich’.
15.
Select the SIP tab.
16.
Check the SIP Trunking box.
17.
Set Type = Static.
18.
Set Signaling Address Type = IP Address or FQDN.
19.
Set Endpoint Address = ip address of the Concierge server (e.g., 10.237.1.161).
20.
Set Port = 5060.
21.
Set Transport Type = UDP.
22.
Set Best Effort SRTP support = DISABLED.
23.
Leave ANAT Support = DISABLED.
24.
Under Security, click on Add.
25.
The Trusted entity box should be checked and then click OK.
26.
Select the Attributes tab and ensure that no attributes are set on the Attributes tab.
27.
Select the Aliases tab.
28.
Add Alias = CPS1 (this is required for the V2R1.2.0 non-OSCC CPS server to register).
29.
Add Alias = <ip address of the CPS)>. For example, 10.237.1.161.
 
Creating PAC Codes and Dest Codes to OSV For CPS-based Call Park /Callback
Next, additional routing translations must be added to the OSV to route calls to be parked to the offnet V2R1.2.0 non-OSCC Concierge Provider Service (CPS) reachable via a ranged of numbers. For example, the range 1-222-333-4000 through 1-222-333-4050 will be used in the following steps:
To create the prefix access codes on the OSV for the range 1-222-333-4000 through 1-222-333-4050 do the following:
30.
While logged onto the CMP go to Configuration > OpenScape Voice > Business Group.
31.
Under Main Office > NP_Common (Default, Common), expand Translation.
32.
Select Prefix Access Codes.
33.
Click on Add to add a new prefix access code for 1-222-333-XXXX (Use the codes specific to your deployment).
34.
Set Prefix Access Code = 1222 (or 1222333 - use a code that is unique).
35.
Set Minimum Length = 11 (11 is the Minimum length of 1222333XXXX).
36.
Set Maximum Length = 11 (11 is the Maximum length of 1222333XXXX)
37.
Leave Digit Position = 0
38.
Set Prefix Type = Off-net Access.
39.
Set Nature of Address = Unknown
40.
Leave Destination Type = None.
41.
Click on Save.
 
Creation of the Destination and Route on the OSV to route traffic to the CPS server for call park/callback via the following steps:
42.
While logged onto the CMP, go to Configuration > OpenScape Voice > Business Group.
43.
Under Main Office > NP_Common (Default, Common), expand Destinations and Routes.
44.
Select Destinations and click on Add.
45.
On the General tab, set Name = D_Concierge.
46.
Do not check to media server box.
47.
Click on Save.
48.
select Destination = D_Concierge (again).
49.
Go to the Routes tab.
50.
Click on Add to add a route to the destination
51.
Set ID = 1.
52.
Leave Type = SIP Endpoint.
53.
Set SIP Endpoint = Concierge (this is the Endpoint under Main Office that was created above to point to the CPS server).
54.
Leave Signaling Type = Undefined.
55.
Lave Bearer Capability = Unassigned.
56.
Leave Modification Type = None.
57.
Click on OK to save.
58.
Click on Save to save.
 
Create the Destination Code on the OSV to route calls to numbers in the range 1-222-333-4000 through 1-222-333-4050 to the CPS server for call park/callback by doing the following steps:
59.
While logged onto the CMP, go to Configuration > OpenScape Voice > Business Group.
60.
Under Main Office > NP_Common (Default, Common), expand Translation.
61.
Select Destination Codes.
62.
Click on Add to add a new destination for calls to 1-222-333-4000 through 1-222-333-4050.
63.
Click on the ellipse and select the most recently created Prefix Access Code = 1222 (or 1222333 to set Destination Code = 1222 (or 1222333).
64.
Set Remark = Concierge (to indicate that this destination point to the Concierge Provider Service.
65.
Set Nature of Address = Unknown.
66.
Leave Traffic Type = None.
67.
Set Destination Type = Destination
68.
Set Destination Name = D_Concierge (pointing to the CPS endpoint @ 10.237.1.161)
69.
Click on Save.
At this point, the routing data necessary to route '122233340XX' traffic to the CPS server should be correctly set in the OSV. It remains for a CPS expert to assist with the setup of the CPS server and clients (at least two clients). Once the CPS server and clients are correctly configured, then the V2R1.2.0 non-OSCC Concierge service should be ready to be used.
OpenScape Solution Set V10, Customer Data Collection with WebCDC V1, Planning Guide, Issue 2, ID: A31003-S11A0-P100-2-76A9
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