Overview - Nortel Meridian Meridian 1 Scripting Manual

Networking commands

Overview

If your Contact Center Manager system has the Network Skill-Based Routing
(NSBR) option, calls can be sent from one contact center to another. When a call
is sent between sites through the network, the call is processed by the network
script at the target site only if the call returns to the queue.
Using network skillsets
A network skillset is common to all Contact Center Manager servers in a
network. An administrator at the Network Control Center (NCC) must create a
network skillset, and the NCC automatically propagates the network skillset to
all sites. When a script queues a call to a network skillset, the call can be routed
to any server on the network.
If a site has a local skillset with the same name as a network skillset, the server
converts the local skillset to a network skillset. Any agents assigned to the local
skillset remain assigned to the network skillset. The existing scripts continue to
function as before (that is, the QUEUE TO SKILLSET command continues to
queue calls locally), and other sites can queue calls to the skillset. However,
unless you modify your scripts to include the network skillset, calls for that
skillset that arrive at your site cannot be queued to any other site.
To use NSBR, you must modify your existing scripts when a network skillset is
propagated to your site. You can write your scripts to route calls to both the local
skillset (QUEUE TO SKILLSET) and the network skillset (QUEUE TO
NETWORK SKILLSET).
If Local Node Inclusion (LNI) is defined for the network skillset, then only the
QUEUE TO NETWORK SKILLSET command is required. Calls are
automatically queued to both the local and target sites.
Consider the order in which calls are queued to local and network skillsets.
Often, it is more efficient to first queue a call locally, and then wait a specific
amount of time before queuing to a network skillset. If a local agent is available
and qualified to handle the call, the call is immediately presented to the agent.
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Standard 8.04
Contact Center Manager