Specifications

Starting up HiPath 5000 RSM/AllServe Nur für den internen Gebrauch
A31003-H3590-M100-5-76A9, 11/2011
4-26 HiPath 3000 Manager E, Administrator Documentation
allserve.fm
Parameterizing for Media PC Streaming 1.0 (not in the USA)
Key programming is identical for every agent in every node, i.e., the UCD functions can also be
used in the remote node. The routing ports for the home agents are omitted in this solution,
since the calls can be directly distributed by HiPath ProCenter Office.
Configuration
Announcements are always connected in the node in which the call is initiated. For Media
Streaming, the announcement ports are separate in every node and never need to be
configured.
Example
The UCD group A configured in the communication system has the following properties:
● the UCD group provides access for the call center application via a CSTA link
● agents that log on with the IDs 110, 111, 120 and 121 are ACD group A agents
● the UCD group has the same call number as UCD group A (e.g., 450)
● the UCD group is set by the "Host Controlled" application
The UCD groups A' and A'' have the following properties:
● the UCD groups receive the same UCD group number (e.g., #201)
● the UCD groups have a unique agent ID range
● the UCD groups have different call numbers (e.g., 451 and 452) (see emergency concept)
● the UCD groups A, A' and A'' together form the network-wide ACD group A for the call cen-
ter application connections.
HiPath ProCenter Office uses:
● The application sets UCD group A Host Controlled to prevent calls being distributed by Hi-
Path 3000. The application can only distribute the call to a random agent in the UCD groups
A, A' and A''. The algorithm used is available in HiPath ProCenter Office (e.g., skills-based
routing).
Emergency concept
If the HiPath ProCenter Office crashes, calls can be forwarded from UCD group A via a suitable
overflow to UCD group A' and A'' (call forwarding - ring no answer) thus guaranteeing local dis-
tribution to the agents. A UCD call is now processed in the familiar sequence for a local UCD
group (longest idle).