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Chapter 3: Overview of Customer Controlled Routing
New with CCR Release 3C
Application Module Link
Diagnostic tools
System console and maintenance console
553-3202-210 Standard October 1998
CCR Release 3C introduces the following new features:
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expanded DNIS support
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support for 8 "Queue to" commands
Expanded DNIS support
With CCR Release 5C, the DNIS digits supported have been expanded from
seven digits to a maximum of 31 digits. X11 Release 24 is required to
support more than seven digits.
Support for 8 "Queue to" commands"
for an available agent to be queued to up to eight different queues
simultaneously. A call can be queued at each of the eight ACD DNs at the
same priority or at different priorities, offering better customer service due
to faster response times.
The Application Module Link (AML) (link 0) uses the LAPB protocol to
transfer command and status messages, primarily to perform call processing
functions.
Advanced technical users of the IPE Module or Application Module have
access to the following diagnostic tools, which provide extra maintenance
capabilities:
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Remote maintenance access This enables a technician to dial in to the
system from a remote site to perform troubleshooting procedures.
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Standalone System Interactive Diagnostics (SSID) software This is
used for testing hardware components when CCR is not running.
You can use a customer-supplied console to enter OA&M commands to the
IPE Module or Application Module. The console should be an
asynchronous ASCII terminal that is 100 percent compatible with ANSI and
DEC VT220. You can use an IBM-compatible personal computer running
Reflection 4+.
CCR can route and treat calls based on the DNIS.
This feature allows a call waiting
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