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Chapter 6 Trunk Spans and Dialing Rules
Page 6-18 Version 4.0 CPSEE_TSP500 User Guide
This document is confidential and proprietary to SER Solutions and is not for external use.
Trunks can be entered either as individual numbers, or ranges.
Example
TRUNK_GROUP_1 3 5 17-29
TRUNK_IDLE_TIME
This keyword defines the minimum time a trunk must rest (in seconds) before
being used again. The default is four seconds.
USE_SILENT_COACHING
Silent Coaching is the ability for a supervisor to talk to an agent without other
parties on the call hearing the supervisor.
If this keyword is set to 1, then the current “Barge-In” feature will be replaced
with the Silent Coaching capability. This will allow us to provide Silent
Coaching capability to customers before adjunct development is completed.
Turning this feature on or off does NOT require a TSP restart. The keyword
can be changed dynamically by making the change in the DialingRules, and
activating it using the “load all” command in the AdminTerminal.
Example
Add the following line to the DialingRules:
USE_SILENT_COACHING 1
Type “load all” at the AdminTerminal
Rules
• The Supervisor (coach) does not need to establish a monitoring session
prior to requesting Silent Coaching. (It can – but does not need to.)
• Only one Silent Coach is allowed per agent.
• Other Monitors on the call will NOT hear the coach.
• If the monitor session is stopped, Silent Coaching will automatically be
stopped.
• Silent Coaching is NOT supported for Manual Monitors.
• Client Monitors can perform Silent Coaching. The agent will hear both
the Supervisor and Client.
• Silent Coaching spans individual calls. That is, coaching continues
between calls.
• If an agent places a call on-hold, the agent will still be able to hear the
coach.
• Silent Coaching is supported for conferences.
VOICE_ANSM_LENGTH
This keyword specifies (in milliseconds) the minimum length of time contin-
uous voice must be detected before classifying the call to be an answering
Note:
Due to the nature of two-wire
telephony, it is possible for
some of the audio reaching the
agent’s handset to bleed over
onto the transmit side of the
telephone connection. If this
were to happen, other parties
may hear the coach. This is
external to, and outside the
control of, the TSP.