Alcatel-Lucent OXE devices

Alcatel-Lucent OXE switch devices that integrate with Altitude.

Altitude uses the following switch devices on an Alcatel-Lucent OXE:

• Agent extensions: Used to make outbound calls and to receive inbound calls. The Altitude telephony gateway can recognize not ready reasons entered on agent phones manually.
• Pilots: Used to route inbound calls to queues. Several pilots can route calls to the same queue.
• Queues: Used to queue calls until a processing group delivers the call.
• CCD processing groups: Used to deliver queued calls to agent and IVR extensions. If several extensions are idle, the Alcatel-Lucent processing group selects one extension in accordance with the search mode. For example, selects the longest idle extension. Although agents can be assigned to several processing groups, agents can only work in a single processing group at a time.
• Ghost extensions: Used to place predictive calls. Ghost extensions are analog extensions with the parameter Ghost Z set to true.
  • The Alcatel-Lucent OXE filters no answer, busy, and invalid number calls.
  • Optionally, predictive calls can use Alcatel-Lucent VAD (Voice Activity Detection) cards on a GPA board to also filter modems, fax machines, and answering machines.
• RSI devices (routing services intelligence): Used to route calls by requesting a destination to the Altitude telephony gateway. If the RSI overflow timer is set, calls waiting longer than the timer are overflown to another Alcatel-Lucent OXE device.
• RSI processing groups: Used by agents to log into the Alcatel-Lucent OXE.