4.11 OSCC Tab

This tab contains OpenScape Contact Center specific parameter settings when used in a Solution. The Add Column button allows addition of multiple call centers (up to 100; limit is 2 when OSEE is deployed).
NOTE:  This tab will not be displayed if the Contact Center version field on the Start tab is set to No OSCC Server.
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Contact Center Group Name - There is a defaulting naming of the "Contact Center Group Name" that is defined depending on the number of configured "Number Of Contact Centers".
NOTE: The project must be first saved in order for any new Contact Center Group Names to be listed in the Subscribers table.
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Contact Center Group Description - User can specify the Contact Center Group Name just by modifying the corresponding cell. This action automatically updates the Contact Center Group Drop Down Menu at OpenScape Contact Center Subscriber Section.
e.g. “Customer Service”, “Sales”, “Customer Support”, “Customer Service East”, or “Customer Service West”
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Call in Public Directory Number(s) - Multiple entries may be set here via a comma separated list: < DN1 >, < DN2 >, ...
This is the main Directory Number that is used to call into the Contact Center Group and it must be a DID number. It has Call Forward Unconditional set to Initial MLHG. (If multiple entries are set, then only the first one will be used in the generated CDC_OSCC_Config.txt for the specified Contact Center).
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Requeue Directory Number - This is the Directory Number that is used to place the caller into the queue again and it has Call Forward Unconditional set to Music On Hold MLHG. This Directory Number can either be a Fully Qualified Private Number or a Fully Qualified Public Directory Number.
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MLHG Init Pilot Directory Number - All the incoming calls to the Contact Center are placed in the Initial MLHG Queue. This directory number can either be a Fully Qualified Private Number or a Fully Qualified Public Directory Number.
Initial Hunt Directory Number is used to process all incoming calls handled by the OSCC system.
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MLHG MOH Pilot Directory Number - All the calls waiting to be serviced by the Contact Center agents are placed in the Music On Hold MLHG Queue.
This Directory Number can either be a Fully Qualified Private Number or a Fully Qualified Public Directory Number.
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Closed Announcement Directory Number - This Directory Number is used to send the incoming calls during the off-hours (i.e. when none of the agents are logged in) to an announcement provided by the Customer’s selected Device. This announcement may be provided by the company explicitly to play a customized announcement. A default announcement is provided if there is no customized announcement. This Directory Number can either be a Fully Qualified Private Number or a Fully Qualified Public Directory Number.
 
The above data is followed by a data block that requires information on the specific call center’s agents and managers. The subscribers listed here must also exist in the Site Tab.
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Subscriber Directory Number - Use this column to add the Directory Number of a Contact Center member (Manager/Agent). Maximum 1,500 members per group.
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Manager or Agent - Use this column to set the type of a Contact Center member.
NOTE 1: A manager may manage one or more groups.
NOTE 2: At least one manager must be set per group.
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Call Center Group - Use this column to set the group a Contact Center member belongs to.
NOTE: The project must be first saved in order for any new Contact Center Group Names to be listed in this column.
OpenScape Solution Set V10, Customer Data Collection with WebCDC V1, Planning Guide, Issue 2, ID: A31003-S11A0-P100-2-76A9
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