As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesyslab.com for more details.
The following information applies to Genesys 8.1.x software and is important for you to note:
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information about third-party software used in this product, see the Read Me. Please contact your technical support representative if you have any questions.
For detailed information about each release of CPD Server, see the CPD Server 8.1 Release Note.
CPD Server 8.1.x supports the following versions of Dialogic software, both of which are included with your Outbound Contact software:
CPD Server 8.1.2 requires Dialogic HMP Software version 3.0.328.00 or later.
In deployments of CPD Server that use line-side protocols between Dialogic
DM3 boards and telephony equipment (that is, the CPD Server configuration
option line-type
is set to the value of line-side-dm3
),
CPD Server uses voice channel Dialogic API for Call Progress Analysis. To
ensure that CPD Server functions properly, you must disable the CallProgress
and MediaDetect features in the PDK protocol configuration CDP file. To disable
these features, make sure that the PSL_CACallProgressOverride
and
PSL_CAMediaDetectOverride
parameters specified in the CDP file
are both set to a value of zero (0
), as shown in the following
example of a PDK CDP file:
// CALL ANALYSIS PARAMETERS
R4 INTEGER_t PSL_MakeCall_CallProgress = 1
DM3 INTEGER_t PSL_CACallProgressOverride = 0
R4 INTEGER_t PSL_MakeCall_MediaDetect = 1
DM3 INTEGER_t PSL_CAMediaDetectOverride = 0
Outbound Contact Server (OCS) recognizes an "engage" call in ASM
mode by matching the Automatic Number Identification (ANI) call attribute with
the number of a Call Processing Port
-type DN that is located in
the same Switch
configuration object that contains the agent
group's DNs. In multi-site environments where CPD Server is configured to
perform centralized dialing, the Dialogic board resources and the agent group's
DNs may be configured under different Switch
configuration objects.
In this scenario, it is recommended to duplicate all Call Processing
Port
-type DNs used in the Dialogic board configuration in the
Switch
configuration object that contains the agent group's DNs
even if there are no corresponding physical resources. This configuration will
allow OCS to properly recognize "engage" calls in ASM
-mode when
they arrive at an agent's DN.