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Chapter 3: Overview of Customer Controlled Routing
CCR application
An example of CCR call handling
553-3202-210 Standard October 1998
CCR works with the Automatic Call Distribution (ACD) feature on your
Meridian 1 to give you more control over the handling of incoming calls.
Each call coming through an ACD queue can be given individualized
handling and treatment. CCR provides specialized treatments for different
types of calls and, at the same time, pools your ACD resources to best
handle your call load.
CCR accomplishes this using a special kind of ACD Directory Number
(DN) called a Control DN (CDN), which is assigned to each incoming call.
Each CDN defined in Meridian 1 can have a unique series of call-handling
instructions applied to it. These instructions are contained in a script, which
is maintained using the CCR application.
The script determines how a call will be routed to the appropriate
destination and how that call is treated while waiting in an ACD queue.
Scripts can be as simple or as sophisticated as your application requires and
are not limited to a specific number of steps.
Using a script, you can, for example
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simultaneously queue a call to as many as eight ACD DNs, also
referred to as ACD queues
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simultaneously assign a call a different priority level for each queue
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change priority levels, depending on special conditions such as the age
of the call
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define recorded announcements, music, or both, for incoming calls
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determine how long a customer must wait before some action is taken
A customer service organization typically receives calls from a number of
different types of users. The organization may have different products that
they sell and support, and they may also have an elite client list to which
they provide special services.
These requirements can be handled using a single script that contains the
following types of instructions:
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