Alcatel-Lucent Enterprise APIs for OmniPCX platforms

RTI



The Real-Time Interface (RTI) obtains real-time information from OmniTouch Contact Center Supervisor (CCS) objects, such as pilot, waiting queues, agent processing groups, agents, etc. features Provides access to various CCS objects: Pilot Filter Waiting queue PG Group PG Others Agents Provides notification and subscription service for all data benefits Complements the Contact Center Agent (CCA) application Improves […]

WMI



The Workforce Management Interface (WMI) provides statistical reports for export to an external Workforce Management (WFM) solution in order to: Forecast future call volumes Schedule and manage agents Manage everyday contact center events to adjust the schedules Provide cost and staffing information to the contact center features Provides historical data on Automatic Call Distribution (ACD) for: Queue […]

Categories