Enterprise Services - Application Services

Technical Datasheet
Call Routing Manager
CUSTOMIZED APPLICATIONS


The ability to develop and customize your own call control applications can enhance control on proprietary
CTI applications and contribute to visible cost-reduction. The Alcatel-Lucent Call Routing Manager greatly
simplifies the development of CTI applications on top of the Alcatel-Lucent OmniPCX platform, granting you
development independence. The Call Routing Manager is a complete solution including: an XML Modeling
tool, a Management Monitoring Tool, an API Clients Software Development Kit (SDK) which can be completed
by specific Alcatel-Lucent Graphical User-Interfaces (GUIs) clients or other third-party or industry-specific
applications. The latter can be of great value if you develop CTI applications for specific markets.
Alcatel-Lucent Enterprise Services have an extensive experience in call control applications development
and is at the heart of innovative development methodologies (Agile, Scrum). Our Services teams can back
you in using the Call Routing Manager development package, or grant you access to more complex
development and integration know-how both acquired by our teams and those of our Application Partners.

Alcatel-Lucent Call Routing Manager Ref. 3KF10319MKTOSPZZA Ed. 01 1/4
Customer benefits
Save money
Make money through call control customization
independence on top of the Alcatel-Lucent
OmniPCX platform
Customization flexibility to meet specific
customer or industry needs
Autonomy in the creation or modification of
routing scripts

Key Features
A friendly graphical management and
configuration tool (for Windows) ensures easy
access to the Call Routing Manager piloting



Configuration tool for windows
You can choose from two development
interfaces available for Windows or Linux,
depending on your need:
- If you need to develop a client phone
application rapidly, you can choose to use the
MS ActiveX Com API for Windows only
- For more complex server applications that can
monitor and offer services for several sets,
the Java API for Windows or LINUX is
available
Persistent call monitoring enables full call
tracking in a PBX network
A complex call-attached data mechanism
richer than the native call-attached services
offered by PBXs - enhances service value to
end-users through a more complete call
definition
Routing services: tone generation, DTMF
sending and receiving *
Client to client asynchronous notifications
mechanism allows several client applications of
the Call Routing Manager to communicate and
exchange information
Call Routing Manager is multi-OS and auto
starts in service mode when your system is
launched
Device control allows business or agent phone-
sets monitoring and management

A Stimulus Mode allows phone sets function
keys supervision, allowing users or
administrators to tell if a key was used or not
Pilot Monitoring allows Contact Center entry
points and waiting lines monitoring
High Availability is ensured via a redundancy
process with two servers: one in active mode
(which will accept all CTI requests) and one in
backup mode (which will reject most of the CTI
requests). If any problem occurs on the active
server, the passive one switches to active mode
without the need to restart the system. *

* Supported on Java API only


Architecture

PSN
OmniPCXEnterprise
CTI
Applicationon
localserver
CRManager
MainServer
TSAPI
Server
Windows
LinuxServer
CTI
Applicationon
localserver
CRManager
BackupServer
TSAPI
Server
Windows
LinuxServer
LAN
XmIRPCoverTCP/IP
CRManagerManagement
XmIRPC overTCP/IP
CRManager
Duplication
CSTAprotocol
TSAPIInterface
TCP/IPlocalhost
XmIRPCoverTCP/IP
CRManagerclient
protocol
CTI
Application
CTI
Application
CallRouting
Manager
Management
Graphic
Interface


Alcatel-Lucent Call Routing Manager Ref. 3KF10319MKTOSPZZA Ed. 01 2/4

Examples
Example of graphical interface from a control center (transportation industry) using Call Routing Manager:











Several customized solutions are based on the Call Routing Manager platform. The main benefit of the
platform is great customization flexibility to meet specific customer or industry needs. Here are three
examples of specific solutions developed on top of the Call Routing Manager solution for the Finance market,
Control Centers or Operators call centers.

Business Contact is an intelligent and client
friendly call-routing system based on availability
and skills built on TSAPI/Call Routing Manager &
RSI. This application is designed to help financial
and large companies better manage incoming
calls, connect customers to their usual consultant
or intelligently route customers towards the
appropriate persons in order to personalize
relationships and eliminate the risk of so frequent
loosing/misrouting calls (20% of calls).
The Integrated Communications for Control
Centers (ICCC) is a second solution based on the
Call Routing Manager Platform. Based on standard
(XML, SIP, CSTA, ), ICCC manages any type of
voice communication in industrial and transport
environments (third party intercoms, radio
communications, sound listening microphones,
audio recording systems, telephony). The solution
ensures monitoring and control through
integration with industrial sub-systems (SCADA)
and CCTV.
Operator Assisted Services (OAS) and Directory
Assistance with Call Completion (DACC)
The OAS is a unique solution for operators based
on the OmniPCX Enterprise, Call Center
Distribution (CCD) and the TSAPI server. It helps
simplify actions such as automatic tickets cost
calculations, customer cost estimations, cost
modifications and data record sending to an
external Billing Center. One of the specific OAS
feature is the Directory Assistance Service with
Call Completion. With the automated or manual
call completion facilities, operators can process a
greater number of customer calls and provide a
wider variety of directory assistance services.





For more details on these solutions, please see the Alcatel-Lucent Enterprise Business Portal Business
Partner or contact the Alcatel-Lucent Enterprise Services team.

Alcatel-Lucent Call Routing Manager Ref. 3KF10319MKTOSPZZA Ed. 01 3/4

Alcatel-Lucent Call Routing Manager Ref. 3KF10319MKTOSPZZA Ed. 01 4/4
Prerequisites
The following elements are required at minimum:
Hardware
Call Routing Manager server:
- Intel Processor 2.0GHz or more
- 2Go RAM
- 50Go Hard-Drive / RAID1 for backup
- Ethernet card
Software
Alcatel-Lucent OmniPCX Enterprise from R6.x
For the Call Routing Manager server:
- Windows 2003/2008 servers 32 bits
- Linux RedHat Enterprise 4.0 32 bits
For the Call Routing Manager client:
- Linux RedHat Enterprise 4.0 32 bits
- Windows XP
Licenses
The use of the Call Routing Manager
solution requires the purchase of the
license from Alcatel-Lucent Enterprise
Services
CCD Pilot Monitoring License if needed
TSAPI licenses for telephony users
RSI licenses for routing services
Options
A Maintenance Contract on Specific
Developments (MCSD) can be provided on
demand by Alcatel-Lucent Enterprise
Services for the delivery of maintenance
support on specific software and hardware
developments performed by Alcatel-Lucent
Coaching service for the use of the Call
Routing Manager API or complex
applications development and integration
System limits
Same limits as the Alcatel-Lucent OmniPCX
Enterprise and CSTA limits as Call Routing
Manager solution relies on these two components
Quotation and ordering
The Call Routing Manager solution is available on-
quote upon request by email to:
professional.services@alcatel-lucent.com

Glossary
API Application Programming interface
CCA Contact Center Agent (OmniTouch CC
Standard Edition)
CCD Contact Center Distribution (OmniTouch CC
Standard Edition)
CCTV Closed-circuit television
CSTA Computer Supported Telephony Applications
CTI Computer-Telephony Integration
DTMF Dual-Tone Multi-Frequency
GUI Graphical User Interface
RSI Routing Service Interface
SCADA Supervisory Control And Data Acquisition
SDK Software Development Kit
SIP Session Initiation Protocol
TSAPI Telephony Supported Application
Programming interface
XML Extensible Markup Language
Contact us
For more information about this solution,
please contact our team:
professional.services@alcatel-lucent.com

Web site:
https://businessportal.alcatel-lucent.com



October 2010 - Alcatel-Lucent Enterprise - 32, avenue Kleber - 92707
Colombes - France - RCS Paris B602033185.
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