The configuration process for On-Premise Callback software uses an automated configuration process to:

• Configure Agents and Agent Groups
• Perform IVG configuration
• Configure queues and incoming extensions‍

Configuring the switch connection

The Switch Connection window is the first window of the Callback Configuration Wizard. This step sets up a connection between Callback and the Automatic Call Distributor (ACD).

• Click Add to create a connection to the switch.

• In the Switch Types window, define the CTI interface Callback software uses to communicate to the ACD.
• Some or all of the following fields are displayed, depending on your Switch Type and Switch ID. Verify the following information:
  • Site Name: The name of the site you are configuring.
  • Switch Type: The type of CTI interface.
    • If you use Telephony Interface Abstraction Layer (TIAL), select the TIAL for the ACD Switch type, for example, TIALAvaya.
    • If you use Genesys T-Server, select TIALGenesys.
  • Host IP Address: The IP Address or Host Name of the server running the CTI component with which Callback will communicate.
    • On a single-server installation, this is the same IP Address where the Queue Manager is installed.
    • NOTE: IP Address and Host Port field values are not used in TIALGenesys, TIALICM or TIALAvayaTSAPIenvironments and will not affect initialization.
  • Contact Server ID: When using TIALAspect, this is the ID of the Contact Server.
  • MapD/Telephony Server IP: When using TIALAvaya, this is the IP address of the Avaya MapD or Telephony Server housing the CVLAN connection.
  • Use Platform SDK: When using TIALGenesys, this tells whether or not to use the Platform SDK. If not using the Platform SDK, the TLibrary will be used.
  • Host Port/Signal Node: The signal node number or network port of the CTI connection with which Callback will communicate.
  • DLL Name: The name of the .dll file for your TIAL.
  • For TIALGenesys, select either the legacy T-Lib DLL, the new T-Lib DLL, or the PSDK DLL (recommended) as follows:Genesys PSDK (TIAL_Genesys_PSDK_DLL.dll)Genesys T-Lib (TIAL_Genesys_TLIB_DLL.dll)Genesys T-Lib Legacy (TIAL_Genesys.dll)
  • To take advantage of the latest Genesys features, choose the PSDK .dll. If you are not ready to use PSDK, select the legacy T-Lib .dll to maintain current functionality.
  • For TIALAvaya with CVLAN, select TIAL_Avaya.dll.
• Click Create.
• If chose TIALAvayaTSAPI for the switch type, continue with the Configuring Additional Settings for the TIALAvayaTSAPI Switch Type section below. Otherwise, continue to the Configuring Genesys CTI T-Server Connections window.

Configuring Additional Settings for the TIALAvayaTSAPI Switch Type

These tasks are only required if you chose TIALAvayaTSAPI for the switch type. If you did not choose this switch type, skip to the Configuring Genesys CTI T-Server Connections topic.

PREREQUISITE: If you have not already done so, install the TSAPI Client.

In the AES Avaya CTI window, specify the connection settings.

AES Avaya CTI settings establish the communication between an Avaya Application Enablement Services (AES) server and Queue Manager. This connection allows the TSAPI interface to communicate with the Queue Manager.

Complete the following fields:

• Site Name – This is the Callback Site Name associated with this AES Server Connection.
• VH Server ID – Every device in the VHT_Config database will need to be prefixed with this VHServerID. This value is an alias for the ServerID. The reason this value is used to prefix devices rather than the actual ServerID is that the ServerID is typically a very long name; so the VHServerID as a naming convention is a less cumbersome alternative.
• Server ID – The name of the TSAPI service on the AES Server. This name can be found by running the TSAPI Test Application. See "Appendix G: Installing the TSAPI Client".
• Invoke ID Type – Set to the string: "LIB_GEN_ID".
• Login ID – The login ID of the user requesting access to the TSAPI Service.
• Password – This string contains the password of the user-given LoginID.
• Application Name – VHT-defined string that represents the TSAPI CTI Interface DLL, VHT_TIALAvaya_TSAPI.
• API Version –Specifies the TSAPI version.

• Send Queue Size – The maximum number of outgoing messages the TSAPI client library will queue before returning ACSERR_QUEUE_FULL. If the application supplies a zero (0) value, then a default queue size will be used. Zero (0) is recommended.
• Send Extra Buffers – The number of additional packet buffers TSAPI allocates for the send queue. If SendExtraBufs is set to zero (0), the number of buffers is equal to the queue size (i.e., one buffer per message). If messages are expected to exceed the size of a network packet—a reasonable expectation if you use private data extensively—be sure to allocate additional buffers. Also, if the application frequently returns the error ACSERR_NOBUFFERS, it indicates that the application has not allocated enough buffers. Fifty (50) is recommended.
• Receive Queue Size – The maximum number of incoming messages the TSAPI Client Library queues before it ceases acknowledgment to the Telephony Server. Default queue size value = 0, which is recommended.
• Receive Extra Buffers – The number of additional packet buffers TSAPI allocates for the receive queue. If RecvExtraBufs is set to zero (0), the number of buffers is equal to the queue size (i.e., one buffer per message). If messages are expected to exceed the size of a network packet—a reasonable expectation if you use private data extensively—be sure to allocate additional buffers. Also, if the application frequently returns the error ACSERR_NOBUFFERS, it indicates that the application has not allocated enough buffers. Fifty (50) is recommended.
• Use Private Data – Set to TRUE if sending or receiving private data; this includes UCID and user data. Otherwise, set to FALSE. TRUE is recommended.
• Private Data Version – Set the PDV to the highest value verified based on the AES version as listed in the following table. Eight (8) is recommended.

• Click Create.

Continue to the Configuring Genesys CTI T-Server Connections window.

Configuring Genesys CTI TServer Connections

If you chose TIALGenesys at the Switch Types window of the Virtual Hold Configuration Wizard, the Configuration Wizard Genesys CTI T-Server Connections window appears.

Reference the Genesys Configuration Manager (CME) software to make sure the information you enter in this screen matches your Genesys configuration.

• Click Add to display the Genesys CTI screen.

• Select the Site Name from the drop-down list box.
• Enter the T-Server Switch Name. This value is found in Genesys CME under the Switches folder: name of switch. For example: TServerSwitch.

• Select the Host IP Address A from the drop-down list box. This is the IP Address of the server where the primary T-Server for this switch resides.
• Enter the Host Port A. This is the port number where the primary T-Server for this switch resides. This should match the port number where the primary server listens for connections.
• Select the Host IP Address B from the drop-down list box. This is the IP Address of the server where the secondary T-Server for this switch resides (only applicable if secondary T-Server exists; leave this field blank if not using it).
• Enter the Host Port B. This is the port number where the secondary T-Server for this switch resides (only applicable if secondary T-Server exists).
• Select Hot-Standby, Warm-Standby or None from the Redundancy Mode drop-down list box.
  • None or Cold Standby – this setting is applicable if no backup T-Server exists, or if you have a backup T-Server identical to the primary T-Server, but is not physically connected to the network and is turned off; if the primary T-Server goes down, the auxiliary system can be connected and turned on in place of the primary.
  • Warm Standby – if you are licensed for a secondary T-Server, you can only use this if the primary T-Server goes down.
  • Hot Standby – if you are licensed in Genesys for high availability, two (2) T-Servers are functioning and communicating to each other simultaneously.
• Enter the Reconnect Interval. If the T-Server is down, this is the the length of time in milliseconds after which Virtual Hold will attempt to reconnect. The default entry is 2000.
• Select TRUE or FALSE from the Register All Devices drop-down list box. The default and recommended entry is FALSE.
  • If set to FALSE, only events from specific devices that are configured in the database tables are retrieved (recommended).
  • If set to TRUE, Virtual Hold registers with the T-Server to receive all events on all devices.
  • This setting can cause problems with the Virtual Hold system; Virtual Hold Technology strongly recommends you set to FALSE.
• In Virtual Hold Version 8.1.1 or above, enter a list of the Genesys event types (in the format |event_number|event_number|....) that Virtual Hold will handle in the Accept Only These Events field.
• In Virtual Hold Version 8.1.1 or above, select ADDP or TCP in the Protocol drop-down list box.
• Click Create.
• Repeat the steps above for each additional switch within the Genesys environment that contains devices that must be monitored by Virtual Hold. Then skip to the Configuring Agent Groups window.

Enabling Advanced Disconnection Detection Protocol—ADDP

Configure Queue Manager to use ADDP by making the Protocol setting addp in the Genesys CTI Configuration Table, which will help in the timely recovery of lost T-Server connections. Without ADDP enabled, no data will flow across an idle TCP connection.

With ADDP enabled, it polls the opposite process on both the client- and server sides of connections. If a timeout expires without a response from the opposite process, ADDP notifies Queue Manager that the connection between Queue Manager and T-Server is lost; and then Queue Manager attempts to restore the connection.

Configuring Agent Groups

After setting up Genesys CTI T-Server Connections in the Virtual Hold Configuration Wizard, the Configuration Wizard Agent Groups window appears.

Agent Groups can be departments or skill levels. You can automatically create a range of agent groups by entering the starting Agent Group ID, and then entering the number of groups you would like to create. For example, if you enter 5 for the number to create, with 1000 as the Starting Agent Group ID, the Configuration Wizard creates 1000, 1001, 1002, 1003 and 1004.

• Click Add to display the Agent Groups screen.

• Enter the Site Name.
• Enter the Starting Agent Group (ID). Enter the first agent group ID. (See Worksheet 1 in the Installation Preparation Worksheetstopic in the On-Premise Callback Installation Guide.) Consider the following information:
  • Queue Manager reads the values from this table and causes the CTI component to monitor these AgentGroup IDs in the ACD. For this reason, it is desirable for an AgentGroup ID number to appear only once in this table.
  • In the Avaya interface, the AgentGroup ID must be the hunt group extension number of a skill that will be monitored by the Queue Manager. The required method of configuration is to use the hunt group extension number of the Skill for the AgentGroup ID. Therefore, on an Avaya, AgentGroup ID=QueueID:AgentGroup ID. For example, VHT_Test:22000.
  • The AgentGroups table does not have to be configured when using the Aspect TIAL interface.
  • Likewise, on an Avaya and Rockwell ACD, AgentGroup ID=QueueID:AgentGroup ID. For example, VHT_Test:22000.
  • If using TIAL_Avaya, AgentGroup ID=QueueID:Hunt Group Extension.
  • If using TIAL_Avaya_TSAPI, AgentGroup ID=VHServer:Hunt Group Extension.
  • If using TIAL_Genesys, AgentGroup ID=TServerSwitchName:Hunt Group Extension.
  • If using TIAL_ICM, AgentGroup ID=QueueID:N:PeripheralID:SkillNumber.
• Enter the Number to Create. This is the number of agent groups to create.
• Click Create.
• Repeat these steps until all Agent Groups are created, then click Close.

Continue to the Agents window.

Agents

After setting up agent groups in the Virtual Hold Configuration Wizard, the Configuration Wizard Agents window opens.

Depending on your configuration, you must either configure agents, or skip to the next step. Do one of the following:

• If either of the following statements is true, click Skip to move to the next window:
  • You enabled the UseDivertedForAgentAnswered setting.
  • You have an Avaya PBX/ACD and are using TIAL_Avaya, TIAL_Avaya_TSAPI, or TIAL_Genesys as middleware.
• Otherwise, click Add. The Agents screen is displayed.
  • Agents are the agent extensions or login IDs agents use to answer a call for this queue. (See Worksheet 1 in the Installation Preparation Worksheets topic in the Callback Installation Guide.) On an Avaya PBX, use the agent extension, not the login ID.
  • You can automatically create a range of agents by entering the starting Agent ID (for Nortel PBX/ACDs, use the Position ID for this value), and then entering the number of Agent IDs you want to create. For example, if you enter 5 for the number to create and 1000 as the starting agent ID, agent numbers 1000, 1001, 1002, 1003 and 1004 are created.

• Enter the following information about the agent extensions:
  • Site Name: Select your site name.
  • Starting AgentId: Enter the Starting AgentId. This value is prefixed to the AgentID values in the database.
  • Number to Create: Enter the number of agents to create
  • T-Server Switch Name: If using Genesys T-Server, verify the correct T-Server Switch Name is in this field.
• Click Create.
• Repeat these steps until all of the Agent Groups are created, and then click Close.

Continue to the IVR Servers window.

IVR Servers

After setting up agents in the Virtual Hold Configuration Wizard, the Configuration Wizard IVR Servers window appears.

Perform the following steps:

• Click Add to view the IVR Servers window.

  

• Enter the following information:
  • Site Name: Select your site name.
  • IVR Group: Enter the Identifier for the IVR. This identifier will be used in Incoming Extensions. See Worksheet 2 in the Installation Preparation Worksheets topic in the Callback installation guide.
  • Host Name: Enter the server name, in uppercase letters, where your IVR is located. This is the machine that hosts the Dialogic hardware or Virtual Hold Outbound IVR process (for GVP environments).
  • Route Point: Enter the hunt group (or hunt group extension number) that will send the call to the Virtual Hold IVR ports.
    • If you use T-Server with Aspect, you must prefix the Route Point with #8. For example, if Route2VH CCT was 100, the Route Point would be #8100.
  • The Route Point is not applicable in the Genesys URS environment, but must be specified rather than left blank.
    • For TSAPI with VSIP (Virtual Hold SIP), enter the first 'UDP' Station configured for Inbound calling to the SIP Trunk Group as the Route Point. Do this instead of entering a Route Point.
• Click Create. A message is displayed after the IVR is configured.
• Repeat for additional IVR servers within the Virtual Hold solution.
• Click Close.
  • If you use GVP, continue with Configuring IVR Extensions for a GVP Environment in the Configuration Wizard.
  • Otherwise, continue with Configuring IVR Extensions for the Virtual Hold IVR in the Configuration Wizard.

IVR extensions for the Callback IVR

After setting up IVR servers in the Virtual Hold Configuration Wizard, the Configuration Wizard IVR Extensions window opens.

This screen allows you to create a range of inbound extensions and a range of outbound extensions for the Virtual Hold IVR. See Worksheet 2 in the Installation Preparation Worksheets topic in the Callback installation guide for a list of your IVR extensions.

If you use GVP, your IVR configuration requirements are different. See Configuring IVR Extensions for a GVP Environment.

• Click Add to view the IVR Extensions screen
• The Basic TDM Genesys T-Server, CVP HMP, and TSAPI IVR Extensions Setup Windows are listed below as samples.

• Enter the following information:
  • Site Name: Select the site.
  • Host Name (IVR Server Name): Enter the server name of the machine housing the Dialogic boards. Make sure this name is listed in uppercase letters.
  • T-Server Switch Name: If using Genesys T-Server, confirm that the correct T-Server Switch Name is in this field. This value will be prefixed to the Extension values in the database.
  • VH Server Switch Name: If using TSAPI, confirm that the correct VH Server Switch Name (the AES Server Name) is in this field. This value will be prefixed to the Extensions values in the database.
  • Use HMP IVR: Select if using Dialogic HMP.
  • Proxy IP Address: If using Dialogic HMP, this field must be populated.
    • For Avaya SES (VSIP) implementation, you must include the IP Address of the SES server followed by a colon and a port number (typically, the default '5060' is used) appropriate for the installation. Do not include a port number unless you are using a different port than the default (5060). If not using HMP (selected in the previous step), this field will not be active.
    • If this is a Cisco system, enter the IP address of the Cisco gateway
  • Create Inbound Extensions: Typically, this would always be selected unless, in the case of CVP and in most CVP applications, the Inbound calls would go directly to the Cisco Server, and so the VHT IVR would not need to have Inbound IVR ports assigned.
  • Create Outbound Extensions: Typically, this would always be selected, even in CVP environments, as Outbound calls generated by the CVP are completed via the Virtual Hold Outbound IVR.
  • Starting Extension: Enter the starting IVR extension for the range to be created. For VSIP, the Starting Extension will be the first UDP station created for the transport of the Inbound call through the SIP Trunk Group. This number would be the same number used as the Route Point in the IVR Servers table.
  • Note:These fields are integers; so, if you entered 0002 in the Starting Extension field, the number 2 would be added to the database. To accommodate this type of entry, select 'Extension Prefix,' leave the number '2' in the Extensions field, and enter '000' in the Extension Prefix field.For HMP ICM environments, avoid using extension numbers with the identical number as the peripheral gateway ID, which is typically in the 5,000-5,999 range.
  • Starting Line Number: Enter the Starting Line Number for the range to be created. Generally, 18 inbound and 6 outbound extensions will be created for each T-1 board or group of 24 VSIP UDP extensions, or 22 inbound and eight outbound extensions will be created for each E-1 board. Using this methodology, the Starting Line Number for the second T-1 board (or group of 24 VSIP ports) will be 25 for the inbound extension and 43 for the outbound extension. The Starting Line Number for the third T-1 board (or group of 24 VSIP ports) will be 49 for the inbound extension and 67 for the outbound extension. The Starting Line Number for the fourth T-1 board (or group of 24 VSIP ports) will be 73 for the inbound extension and 91 for the outbound extension, etc. The 22/8 ratio for multiple E-1 boards should reflect the 22/8 ratio.
  • Starting Time Slot: Enter the starting time slot on the physical T-1/E-1 card that corresponds to the starting extension for the range you will be creating (e.g., "1"). The program will automatically insert the time slot in its correct form, with the board number, into the database. For example, for a T-1 board: Time Slot 1, Board 1, would be dtiB1T1; Time Slot 2, Board 1 would be dtiB1T2; Time Slot 3, Board 2 would be dtiB2T3, etc. For VSIP, the time slots are preceded by 'ipt' rather than 'dti.' Therefore, the system would insert the Time Slot as iptB1T1.
  • Note:These are case sensitive. There can be only 24 time slots for a T-1, or 30 time slots for an E-1. For GVP, this field is not applicable—leave the default value. For HMP installations, using groups of 24 or 30 will allow the QWatch Line Status Screen to be displayed similarly to the T-1/E-1 QWatch Line Status Screens.
  • Board: Enter the board number for the ranges to be created. For example, if the ranges are on the first board, enter '1'. For VSIP, use the same board number methodology as for TDM. For GVP, leave the default value.
  • Number to Create: Enter the number of extensions to create. Generally, 18 inbound and six outbound extensions for each T-1 board or group of 24 VSIP UDP extensions, or 22 inbound and eight outbound will be created for each E-1 board. If VSIP, select the appropriate number of Inbound and Outbound ports based on the Dialogic HMP License purchased, and the Configuration Wizard will create the Inbound and Outbound VSIP ports.
  • Create External IVR Extensions: These settings are only necessary if you are using GVP or another External IVR.
  • Board Type: Select the radio button for the types of extensions you would like to create. Based upon your choice, the values in the Inbound/Outbound areas could change. For VSIP, select the choice that is consistent with the type of TDM boards that would be installed if this were a TDM installation, which keeps the Inbound and Outbound ports consistent with the geographic region's expected methodology.
  • Auto Numbering: Select this box if you would like the program to automatically insert a range of values based upon your input.
  • Extension Prefix: Selecting this box enables you to enter a value that will be prefixed to the IVRExtensions with no separator. For example, extension 1 with the prefix of 000 will make the database entry "0001". When using T-server with Aspect, you must use the Extension Prefix 'T'.
  • Use the IVR Extension Groups Feature: This will allow you to divide the IVR ports into groups, and these groups will be able to be used for particular queues. When clicking Create on this IVR Extensions screen, if this feature is not selected, the IVR Extension Groups screen will not appear later.
  • Note:This feature is REQUIRED for GVP or VSIP.
  • Assign Route Devices to IB Extensions (TIALAspect Only): Select if you use an Aspect ACD, and you use the IVR Extension Groups feature. In this instance, Virtual Hold cannot route calls to an individual inbound extension. Instead, it routes calls to a route device.
• Click Create.
• To create multiple ranges of extensions, change the range, and then click Create again. For instance, if you have 96 IVR extensions, you can change the range for each span (up to 24 at a time for a T-1 board or 30 for an E-1) and click Create to create the extensions.
• After you create all the IVR Extensions, click Close.Proceed to the IVR Extension Groups window.

IVR Extensions for GVP

After setting up IVR servers in the Virtual Hold Configuration Wizard, the Configuration Wizard IVR Extensions window opens.

This screen allows you to create a range of inbound extensions and a range of outbound extensions for the Virtual Hold IVR. See Worksheet 2 in the Installation Preparation Worksheets topic in the Callback installation guide for a list of your IVR extensions.

• Click Add to view the IVR Extensions screen.

• Enter the following information:
  • Site Name: Select the correct site.
  • Host Name (IVR Server Name): Enter the server name of the machine housing the Dialogic boards. Make sure this name is listed in uppercase letters.
  • T-Server Switch Name: If using Genesys T-Server, verify the correct TServerSwitchName is in this field. This value will be prefixed to the Extension values in the database.
  • Board Type: If VSIP, leave Board Type T1 (24 Lines) selected, and the Configuration Wizard will create 18 Inbound and six Outbound lines If you want less than 24, still create 24 here so the #19 port will be the first Outbound line. Later, go back and manually remove the rows not needed in the database table.
  • Auto Numbering: Select this box if you would like the program to automatically insert a range of values based upon your input.
  • Use the IVR Extension Groups Feature: This will allow you to divide the IVR ports into groups, and these groups will be able to be used for particular queues. When clicking Close on this IVR Extensions screen, if this check box is selected, screens will appear relating to IVR Extension Groups.
  • Assign Route Devices to IB Extensions (TIALAspect Only): Select if you use an Aspect ACD and the IVR Extension Groups feature. In this instance, Virtual Hold cannot route calls to an individual inbound extension. Instead, it routes calls to a route device.
  • Extension Prefix: Selecting this box enables you to enter a value that will be prefixed to the IVRExtensions with no separator. For example, extension "1" with the prefix of "000" will make the database entry "0001".

When using T-Server with Aspect, you must use the Extension Prefix "T".
  • Create External IVR Extensions: Select this box if you are using GVP.
  • Starting Extension: Enter the starting IVR extension for the range to be created.
  • Note:These fields are integers; so if you entered 0002 in the Starting Extension field, the number 2 would be added to the database. You will need to leave the number 2 in the Extension field, and enter 000 in the Extension Prefix in order to add the number properly.
  • Starting Line Number: Enter the starting Line Number for the range to be created. Generally, you will create 18 inbound and six outbound extensions for each T-1/E-1 board. Using this methodology, the Starting Line Number for the second board will be 25 for the inbound extension, 43 for the outbound extension. The Starting Line Number for the third board will be 49 for the inbound extension, 67 for the outbound extension. The Starting Line Number for the fourth board will be 73 for the inbound extension, 91 for the outbound extension.
  • Starting Time Slot: Not applicable, leave default value. For VSIP, the time slots are preceded by 'ipt' rather than 'dti.' Therefore, the system would insert the Time Slot as iptB1T1.
  • Board: Not applicable, leave default value. For VSIP, leave the default board number, where the time slots iptB1T1~iptB1T24 are used.
  • Number to Create: Enter the number of extensions to create. Generally, you will create 18 inbound and six outbound extensions for each T-1 board or group of 24 VSIP UDP extensions, or 22 inbound and eight outbound for each E-1 board.
• To create multiple ranges of extensions, change the range, and then click Create again.
  • For instance, if you have 96 IVR extensions, you can change the range for each span (up to 24 or 30 at a time) and click Create to create the ports.
• After you create all of the extensions, click Close.

Proceed to the IVR Extension Groups window.

Configuring queues

After setting up IVR extensions in the Configuration Wizard, the Queues page is next.

In this section, you make new queues for your site or sites. You must create one test queue for the entire system and a production queue for each site.

Configuring the Test Queue

To create the test queue, complete the following steps:

1. Click Add to open the Queues Setup screen.

2. Click the Use Test Defaults button in the top-right corner of the window.

3. Change the Name (in the QueueSettings section) to the same value as the Queue ID (top center of the window).

Optional: Enter a name in the Group field that is associated with your Queue ID. The Group Name is a reporting construct that enables the user to group queues together for historical reports.

4. Review the values in this window and make changes as necessary. See the EyeQueue User Guide for descriptions of the settings.

5. Click Create. A message indicates progress in the bottom of the window and will indicate when the queue is completely created.

Configuring the First Production Queue

To create a production queue, complete the following steps:

1. If necessary, navigate to the Queues Setup screen.

2. Click the Use Production Defaults button near the top-right corner of the window. Enter a descriptive name in the Queue ID field.

3. Change the Name field (in the QueueSettings section) to the same value as the Queue ID. Enter a Group Name that is associated with your Queue ID.

4. Review the values in this window and make changes as necessary. See the EyeQueue User Guide for descriptions of the Settings.

5. Click Create. A message indicates progress in the bottom of the window, and will indicate when the queue is completely created.

6. If you want to create additional production queues, continue to Configuring Additional Production Queues.

7. For information on the Script Number field, see the Configuring Incoming Extensions article.

8. When you are finished creating queues, click Close.

Configuring Additional Production Queues

In the screens that follow, you will enter many values to establish your queue settings. You will have to enter these settings once for each production queue you create. If you use many queues, this process can be quite lengthy and complex.

To simplify and shorten this process, wait to configure the rest of your production queues until after you have completed the deployment. After the deployment is complete, you can relaunch the Configuration Wizard to create additional production queues.

If you prefer to create all of your production queues during the deployment, repeat the steps in Configuring the First Production Queue now. Otherwise, continue to the Configuring Callback and Holding Queues window.

Callback and holding queues

After setting up queues in the Virtual Hold Configuration Wizard, the Configuration Wizard Callback and Holding Queues window appears.

Callback queues are the DNs/Route Points where calls will be sent after callbacks are made. These are new DNs set up on the switch as part of the ACD configuration steps. When calls are transferred here, the call should be increased in priority so they are answered before other calls in the same queue.

Holding queues are the DNs/Route Points where calls will be sent when callers choose to hold after being offered the Virtual Hold options. These should already exist in the environment.

Perform these steps:

• Click Add to open the second Callback and Holding Queues screen.

• At the top of the Callback and Holding Queues window, perform the following steps:
  • Select the Site Name.
  • Enter the T-Server Switch Name. When using TSAPI (with or without VSIP), this field is called VH Server Switch Name (and would be the name of the AES Server). Also, the Use T-Server Switch Name check boxes are instead labeled Use VH Server Switch Name.
    • The T-Server Switch Name is only applicable if you use Genesys T-Server. This name is prefixed to the Callback Queue ID automatically for proper T-Server functionality.
    • If you use Genesys URS with attached data determining the transfer devices, leave this field blank. This excludes Preview Mode, Predictive Plus Mode, or VDN-based routing with no attached transfer devices. In this scenario, URS uses attached data to relay callback queue information, and does not use the value in this table. Therefore, the TServerSwitchName needs to be left blank so T-Server will not relay information about this Callback Queue ID. (It is already tracked by URS, and sending information about it again will cause interference.)
• In the Callback Queues section of the window, perform the following steps:
  • Depending on your configuration, select or clear the Use T-Server Switch Name prefix check box.
  • Enter the Callback Queue ID*: enter the DN of the Callback Queue. (See Worksheet 2 in the Installation Preparation Worksheets topic in the Callback installation guide.)
    • When using T-Server with Aspect, the Callback Queue ID is the number after the "QUEUE" in the Callback CCT, prefixed with a "#8" (e.g., #89578). It cannot match the Callback CCT, so a number can be prefixed to the Callback CCT (e.g., 9578) to relate the numbers yet keep them unique.
    • If you use Genesys URS with attached data determining the transfer devices, each queue in EyeQueue requires a unique ID for each of the values. This excludes Preview Mode, Predictive Plus Mode, or VDN-based routing with no attached transfer devices. For example, queue1 can use URSCBQ1, but queue 2 must be a different string value, such as URSCBQ2.
  • Enter the Transfer Device: where you transfer the call from the IVR at callback or error decision. This is the same DN as the Callback Queue ID, except when using T-Server with Aspect.
    • When using T-Server with Aspect, the Transfer Device must be prefixed with "#8"; for example, #8578.
    • If you use Genesys URS with attached data determining the transfer devices, the transfer device must be a unique ID—for example, URSCBQ1. This excludes Preview Mode, Predictive Plus Mode or VDN-based routing with no attached transfer devices. This value will be overwritten by attached user data. If there is no attached user data, the value entered here will be used as the transfer location. So, if using DN-based routing, a DN can be entered here as a fail-safe.
    • Important: For VSIP, '@[SESServer IP Address]' MUST be included following the number in the Transfer Device field of both Callback and Holding Queues in this form. If this is not added now, the next step, Configuring Incoming Extensions, will not be configured properly and will be difficult to change later.
      
      
  • Click Create. A message is displayed after the callback queue is created.
• In the Holding Queues section of the window, perform the following steps:
  • Depending on your configuration, select or clear the Use T-Server Switch Name prefix check box.
  • Enter the Holding Queue ID*: enter the DN of the Holding Queue. (See Worksheet 2 in the Installation Preparation Worksheets topic in the Callback installation guide.)
    • When you use T-Server with Aspect, the Holding Queue ID is the number after the "QUEUE" in the Holding CCT (Call Control Table). The Holding Queue ID cannot match the Holding CCT. If it does, a number can be prefixed to the Holding CCT to relate it with the Holding Queue ID but keep it unique. For example, adding 9 to the front of CCT 577 makes a new number: 9577. Again, when using T-Server with Aspect, the Transfer Device must be prefixed with "#8" (e.g., #89577).
    • When using Genesys URS with attached data determining the transfer devices, each queue in EyeQueue will need a unique fake name for each of the values. This does not apply to Preview Mode or VDN-based routing with no attached transfer devices. For example, queue1 can use URSHQ1, but queue 2 will need to use something different, such as URSHQ2.
    • When using TSAPI (with or without VSIP), this field is called VH Server Switch Name (and would be the name of the AES Server). Also, the Use T-Server Switch Name prefix check boxes are instead labeled Use VH Server Switch Name.
  • Enter the Route Device: where you transfer the call at route time decision (the same DN as the Holding Queue ID, except when using T-Server with Aspect).
    • When using T-Server with Aspect, the Route Device must be prefixed with "#8"; for example, #8577.
    • When using Genesys URS with attached data determining the transfer devices, each Route Device requires a unique fake name, for example, URSHQ1. This excludes Preview Mode or VDN-based routing with no attached transfer devices.
  • Enter the Transfer Device: where you transfer the call from the IVR at holding or error decision. This is the same DN as the Holding Queue ID, except when using T-Server with Aspect.
    • When using T-Server with Aspect, the Transfer Device must be prefixed with "#8"; for example, #8577.
    • When using Genesys URS with attached data determining the transfer devices, each Transfer Device requires a unique fake name, for example, URSHQ1. This excludes Preview Mode or VDN-based routing with no attached transfer devices. This value is overwritten by attached user data. If there is no attached user data, the value entered here is as the transfer location. Therefore, if using DN-based routing, a DN can be entered here as a fail-safe.
    • Important: For VSIP, '@[SESServer IP Address]' MUST be included following the number in the TransferDevice field of both Callback and Holding Queues in this form. If this is not added now, the next step, Configuring Incoming Extensions, will not be configured properly and will be difficult to change later.
  • Click Create. A message is displayed after the item is created.
• Optional:If you have a separate Under Threshold Queue ID (for calls not offered Virtual Hold treatment), you must create it as an additional Holding Queue. Repeat the steps above.
  • Use the DN for Under Threshold Queue. (See Worksheet 2 in the Installation Preparation Worksheets topic in the Callback installation guide.) Many customers use the same DN for both the Holding Queue and the Under Threshold Queue.
• When you are finished, click Close.

Continue to the Configuring Incoming Extensions window.

Incoming extensions

After setting up callback and holding queues in the Virtual Hold Configuration Wizard, the Configuration Wizard Incoming Extensions window is displayed.

This window adds Incoming Extensions that reference the proper Callback Queues and Holding Queues.

For the Platform Toolkit, configure one Incoming Extension for each Segment in your telephony system. Use Treatment Type 20 in order for the Platform Toolkit to recognize the Incoming Extensions as Segments.

You must remove this value in situations where you do not want T-Server to relay information about the incoming extension (for example, when setting up an Outreach outbound dialing queue).

• Click Add to open the Incoming Extensions window.

• When using TSAPI (with or without VSIP), the T-Server Switch Name field is called VH Server Switch Name (and would be the name of the AES Server).
• This field is not present when CVLAN is used.

• Enter the Site Name.
• Select the Queue ID.
• Verify the T-Server Switch Name.
  • This value is only applicable if you use Genesys T-Server. This value is a prefix for the values in the Extension in the database. It allows information regarding this Incoming Extension to be relayed by T-Server. This is valid for Genesys URS, as well.

• Enter the following information in the Incoming Extensions section:
  • Queue ID: Select the Queue ID that corresponds to the Queue ID in the Queues section.
  • When setting up an Outreach queue to be used to do outdialing, for Extension, enter the QueueID with uppercase RCL as the prefix. For example, a QueueID of VHT_Test would have Extension RCLVHT_Test. If a queue is going to be used for both in- and outbound Outreach calls, there will need to be two separate entries of this incoming extension in the database. One for inbound calls will be setup with the QueueID and the correct DN for the Extension. For example, QueueID of VHT_Test and Extension of 3001. Meanwhile, the Outreach incoming extension will have RCL prefixed to the same QueueID. For example, QueueID of VHT_Test and Extension of RCLVHT_Test. When using TIAL_Aspect or TIAL_ICM with Outreach, it is also necessary to make an RCL entry in Incoming Applications. This is necessary for the call to transfer to an agent.
  • Important: An Outreach segment (RCL) must be Treatment Type 20 in order to function properly.
  • Extension*: Enter the Entry DN (Incoming Extension). (See Worksheet 2 in the Installation Preparation Worksheets topic in the Callback installation guide.) When using Genesys URS, the extension is the Virtual Hold Virtual Queue (VHT_VQ) (e.g., VHT_Sales). See Integrations > Genesys > Virtual Hold for Genesys URS Integration Guide for more information.
  • Label: Enter a label, such as Genesys Entry DN.
  • Country ID: Enter the country code; for example, 1 if US.
  • Treatment Type: Can be declared per Incoming Extension and will control whether the DN will actually receive the callback option. The advantage of designating DNs as "untreated" is to restrict the callback option while retaining an active count of these calls for accurate calculation of EWT. For more information regarding Treatment Types, see the Configuration User Guide.
  • Script Number: Defines the script number (the voice file prompt set) associated with each Entry DN. This is useful for assigning different script numbers to different Incoming Extensions in the same queue (e.g., if you have English and Spanish agents serving a single business queue, you can allocate a different script number for each language). Script should not be populated if there is only one script for a queue and System > Adv Settings > Script Number is already assigned. The Script ID defaults to 1.
  • Note: This option is used to override the value in the Callback and Holding Queues Window. This option is not utilized when a VXML IVR is being used. In this case, use Brand and Language settings in Configuration to select the brand for the segment and language for the IVR profile.
  • IVR Group: Select the corresponding IVR associated with this queue. Normally, calls on one entry DN are handled by a single IVR, so in most multiple-IVR installations, each IVR server has a different IVR ID. However, assigning multiple IVR servers to one entry DN can be used to improve traffic balancing or to meet a routing need. To realize these types of improvements, assign the same IVR ID to all of the IVR servers that will be used for calls that come in on a particular entry DN.
  • Holding Queue ID: Select the corresponding Holding Queue associated with this queue.
  • Callback Queue ID: Select the corresponding Callback Queue associated with this queue.
  • Under Threshold Queue ID*: Select the corresponding Under Threshold Queue associated with this queue.
  • IB IVR Group ID: If you created IVR Groups, select the Inbound IVR Group ID that will be used for calls hitting this incoming extension. If this incoming extension is going to use a hunt group for inbound IVR extensions, select NONE for IB IVR Group ID.
  • OB IVR Group ID: If you created IVR Groups, select the Outbound IVR Group ID that will be used for callbacks made for calls that hit this incoming extension. Select NONE to use all IVR Extensions in group NONE.
• Click Create. A message is displayed after the queue is created.
• Optional: If you created additional queues, you will need to create an incoming extension for each queue. Repeat the steps above for each queue.
• Click Close when finished.
• Continue to the Incoming Applications window.

Incoming applications

After setting up incoming extensions in the Virtual Hold Configuration Wizard, the Configuration Wizard Incoming Applications window is displayed.

Incoming Applications are only used with Aspect, Avaya or TIAL_ICM switches. When using T-Server with Aspect, use incoming extensions rather than incoming applications.

The Incoming Applications table associates incoming ACD calls with the Queue Manager Queue ID using the Aspect Application ID number. Queue Manager monitors these Application IDs according to the Incoming Applications table.

PREREQUISITE

Before you can add items into the Incoming Applications section, you need to add the Callback Queue ID, the Holding Queue ID and the Under Threshold Queue ID in the Callback and Holding Queues window. (See Worksheet 2 in the Installation Preparation Worksheets topic in the Callback installation guide.)

Perform the following steps:

• If you have an Aspect ACD, Avaya ACD, if you are using Dialogic Host Media Processing (HMP), or if you are using Outreach with TIAL_Aspect or TIAL_ICM, click Add to bring up the Incoming Applications screen. Otherwise, Skip this step.

• Select Site Name
• Enter the Queue ID. Select the Queue ID that corresponds to the Queue ID in the Queues section.
• Verify the T-Server Switch Name.
  • This value is only applicable if you use Genesys T-Server. This value is a prefix for the values in the Extension in the database. It allows information regarding this Incoming Extension to be relayed by T-Server. This is valid for Genesys URS as well.
  • Note: You must remove this value in situations where you do not want T-Server to relay information about the incoming extension, such as when setting up an Outreach outbound dialing queue or when configuring UUI-Based Routing.
    
    
  • When using TSAPI (with or without VSIP), the T-Server Switch Name field is called VH Server Switch Name (and would be the name of the AES Server).
• Enter the Application ID. The Application ID itself can be two or three digits. Avoid the zero prefix for two-digit Application IDs, unless using T-Server with Aspect, or UUI-Based Routing with Avaya TSAPI.
  • When using T-Server with Aspect, the Application ID corresponds to the number in the Aspect CCT after the "ROUTE" (e.g., 203), prefixed with a "0" (e.g., 0203).
  • When using TIAL_Aspect or TIAL_ICM with Outreach, it is necessary to make an RCL entry in Incoming Applications; this is necessary for the call to transfer to an agent. When setting up an Outreach queue to do outdialing, for ApplicationID, you will need to prefix the QueueID with the letters RCL in capital letters (e.g., a QueueID of VHT_Test would have ApplicationID RCLVHT_Test). If a queue is going to be used for both inbound calls and outbound Outreach calls, there will need to be two separate entries in the Incoming Applications table: the one for inbound calls will be setup with the QueueID and the correct DN for the ApplicationID (e.g., QueueID of VHT_Test and ApplicationID of 203); while the Outreach incoming application entry will have RCL prefixed to the same QueueID (e.g., QueueID of VHT_Test and ApplicationID of RCLVHT_Test). An RCL entry must also exist in the Incoming Extensions table with the same QueueID (e.g., QueueID of VHT_Test and Extension of RCLVHT_Test).
  • When using UUI-Based Routing for Avaya TSAPI, enter the string of data that Queue Manager should look for in the UUI data field.
  • Important: An Outreach segment (RCL) must be Treatment Type 20 in order to function properly.
• Enter the Country ID. This value is the country code; for example, it is 1 if the country is the USA.
• Enter the Treatment Type. This value can be declared per Incoming Application and will control whether the DN will actually receive the callback option. The advantage of designating DN's as "untreated" is to restrict the callback option while retaining an active count of these calls for accurate calculation of EWT. The following values are possible:

  Table 1.

  Value	Description
  0 or NULL	Normal Queue Manager treatment. (Callback option is offered.) This is the default. Not for use with Genesys URS.
  1	Untreated #1 (no callback option). Queue Manager refuses route for the Incoming Extension but continues to monitor the call.
  2	Monitor only (untreated). Queue manager automatically routes the call to Holding Queue if the OpMode is not in SHUTDOWN.
  3	Monitor only (untreated). Queue Manager automatically routes the call to Holding Queue - applicable in non-URS cases.
  4	Monitor only (untreated). Queue Manager automatically routes the call to Holding Queue.
  5	Provides Virtual Hold treatment for Genesys URS or GVP.
  6	External entry. This provides a mechanism for outside IVRs/other third-party systems to add/request a callback from the Virtual Hold system through URS by providing some important userdata. This will work only if the queue mode is PREVIEW.
  7	Not a valid option.
  8	Not a valid option.
  9	Not a valid option.

• Enter the ScriptNumber: This value defines the script number associated with each Entry DN. This is useful for assigning different script numbers to different Incoming Applications in the same queue. Script does not need to be populated if there is only one script for a queue and System > Advanced Settings > Script Number is already assigned.
  • Note:This option is not utilized when a VXML IVR is being used. In this case, use Brand and Language settings in the EyeQueue application to select the brand for the segment and language for the IVR profile.
• Enter the IVR ID. Select the IVR server that is associated with this queue. Normally, calls on one entry DN are handled by a single IVR; so in most multiple-IVR installations, each IVR server has a different IVR ID. However, assigning multiple IVR servers to one entry DN can be used to improve traffic balancing or to meet a routing need. To realize these types of improvements, assign the same IVR ID to all of the IVR servers that will be used for calls that come in on a particular entry DN.
• Enter the Callback Variable.
  • For Aspect systems where one CCT (Queue ID) for both Choose Holds and Callbacks is desired, set the Callback Variable field in Incoming Applications to "VarDataX" where X is the variable data field A-E; then set the Callback Value to be the site's desired flag value--this will tell the CCT where it needs to transfer (another CCT).
  • Note: In this case, the Holding CCT (Queue ID) and Callback CCT (Queue ID) values should be the same.
• Optional: Enter the IB IVR Group ID. If you created IVR Groups, select the Inbound IVR Group ID that will be used for calls hitting this incoming extension.
• Optional: Enter the OB IVR Group ID. If you created IVR Groups, select the Outbound IVR Group ID that will be used for callbacks made for calls that hit this incoming extension.
• Optional: If you created additional production queues, you will need to create an incoming application for each queue. Repeat the steps above for each additional production queue.
• Click Close when finished.

Continue with the ICM Configurations window.

Panel title

After setting up incoming applications in the Virtual Hold Configuration Wizard, the Configuration Wizard ICM Configurations window is displayed.

The ICM Configurations window will only appear if you chose TIAL_ICM in the Switch Connection window.

Perform the following steps:

• Click Add to open the ICMConfig window.

  

• On the Config tab in the ICM VRU section, completion of all fields is required, and the ICMVRUConfig must be created prior to attempting to create the Services or Trunk Groups configurations.
  • Select the Site Name of the site to be configured.
  • Enter the Peripheral ID.
  • Enter the IP Address of the peripheral device.
  • Enter the Port number.
• Click Create.
• Click the Services tab. All fields must be completed; and a Queue, as well as the ICMVRUConfig, must be created prior to creating the ICMVRUService.

  

  • Select the Site Name of the site to be configured.
  • Select the Peripheral ID.
  • Enter a Service ID.
  • Select the Queue ID.
  • Select the Service Type.
  • Select the trigger for a New Transaction.
• Click Create.
• Click the Trunk Groups tab. All fields must be completed, and the ICM VRU Config must be created prior to creating the ICM VRU Trunk Group.
  
  
  
  • Select the Site Name of the site to be configured.
  • Select the Peripheral ID.
  • Enter a Trunk Group ID.
  • Enter a Start Trunk number.
  • Enter a Trunk Count.
• The following are examples of entries for Trunk Group ID, Start Trunk and Trunk Count for both a single Trunk Group and multiple Trunk Groups:
  • TrunkGroupID = 1, StartTrunk = 1000, TrunkCount = 3500
  • TrunkGroupID = 1, StartTrunk = 1000, Trunk Count = 1000
  • TrunkGroupID = 2, StartTrunk = 2000, Trunk Count = 1000
  • TrunkGroupID = 3, StartTrunk = 3000, Trunk Count = 1000
  • TrunkGroupID = 4, StartTrunk = 4000, Trunk Count = 500
• Click Create.

  

• The Association tab is not usually created. However, in order to create one, you must have an Incoming Application, Queue and Trunk Group:
  • Select the Site Name of the site to be configured.
  • Select the Queue ID.
  • Select the Application ID.
  • Select the Peripheral ID.
  • Select the Trunk Group ID.
• Click Create.
• The following fields are required for configuration under the ICMCTIConfig section:
  • Select a Site Name.
  • Enter Local IP Address A.
  • Enter Local Port A.
  • Enter the number for Server Port A.
  • Enter the Client ID.
  • Enter the Client Password.
  • Enter the Client Signature.
  • OPTIONAL: Enter the Server IP Address A.
  • OPTIONAL: Enter the Local IP Address B.
  • OPTIONAL: Enter the number for Local Port B.
  • OPTIONAL: Enter the Server IP Address B.
  • OPTIONAL: Enter the number for Server Port B
• Click Create.
• All fields in section ICMAppGWConfig are required:
  • Select a Site Name.
  • Enter the Local Server IP Address.
  • Enter the Local Server Port.
• Click Create.
• Click Close.

Continue with the Phone Number Configurations screen.

Phone number configuration

After setting up ICM configurations in the Virtual Hold Configuration Wizard, the Configuration Wizard Phone Number Configurations window is displayed.

• Click Add to open the PhoneNumberValidation window, where you can update the Dial Prefix and Dial Suffix for a selected site and country in the Country Code table in the VHT_Config database, as well as the Min Length and Max Length in the PhoneNumberValidation table.

• On the left side, in the Update Country Id Dial Prefix and Suffix section, select the Site Name.
• Enter a City Name, Country Name or Country Code in the Country Search field and select a country from the displayed results. The Dial Prefix and Dial Suffix will display once you select from the displayed results.
• Click Update to change the Dial Prefix and Dial Suffix displayed in step 3 (the Update button is enabled once you click in either the Dial Prefix or Dial Suffix field).

• On the right side, in the Update Phone Number Validation Min/Max Length section, select the Site Name.
• Select the Country Id from the drop-down list box.
• Enter, or change as necessary, the value for Min Length, the minimum number of digits required when a caller enters his/her number for a Virtual Hold callback.
• Enter, or change as necessary, the value for Max Length, the maximum number of digits allowed when a caller enters his/her number for a Virtual Hold callback.
• Click Update (the Update button is enabled when you click in either the Min Length or Max Length field).
• Click Close.

The Configuration Wizard Finished window is displayed.

Click Finish to close the Configuration Wizard.