Before You Begin - Nortel Contact Center Manager User Manual

August 2007
For the analog agents, which are the IVR ports/voice channels, use the COD
option. You can use this option to set a voice port to cutoff on disconnect so that
the port can receive another call from the queue. Otherwise, the voice port must
wait for the IVR application to timeout before the voice port can be used again.
For more information about configuring the VRUGRP option, see "Configuring
ACD groups for ACD-DNs, phonesets, and agents" on page 77.
Walkaway feature
The walkaway feature on the CS 2x00/DMS switch is similar to the not ready
reason code available on Contact Center Manager Server. To use Walkaway, you
must configure it in an ACD group. Before you configure Walkaway on an ACD
group, you must configure the SCAIPROF table to reference the required
profiles in the SCAISSVR table. For more information about
The SCAISSVR table, see "SCAISSRV configuration" on page 65.
Configuring the SCAIPROF table, see "SCAIPROF configuration" on page
68.
Configuring walkaway in an ACD group, see "Configuring ACD groups for
ACD-DNs, phonesets, and agents" on page 77.

Before you begin

Before you perform the following procedures, log on to the CS 2x00/DMS
switch from a MAP terminal with a user ID that has the privilege levels required
to change the ACDGRP tables.
Configuring ACD groups for ACD-DNs, phonesets, and agents
Apply modifications made to the ACDGRP table to the default ACD group—
not the CDN. The following procedure also describes how to configure the
default line of business (LOB) reason code, the walkaway feature, and the VRU
group.
1 Type table ACDGRP, and then press Enter.
Result: The > prompt appears.
2 Type add, and then press Enter.
Result: The utility prompts you for the ACDNAME.
Contact Center Manager Switch Guide for Communication Server 2x00/DMS
CS 2x00/DMS switch subsystem configuration
77