Nortel Contact Center Manager User Manual page 86

CS 2x00/DMS switch subsystem configuration
24 Type the time, in seconds, that elapses before calls are sent to the default
ACD group when Contact Center Manager Server does not respond, and
then press Enter.
Nortel recommends that you enter a value between 6 and 8 seconds.
Result: The OPTION prompt appears.
25 Type $, and then press Enter.
Result: The utility prompts you to save the new ACD group.
26 Type y, and then press Enter.
27 Repeat steps 2 through 26 for each ACD group of this type that you want to
create.
28 Type quit and then press Enter to exit from the table.
ATTENTION
Configuring CDNs in controlled and default mode
Use the ACDGRP table to define an ACD group configuration and the options
associated with the group. You must change the ACDGRP table to add the CDN
option. You can use the CDN option to indicate a controlled DN that holds
incoming calls routed by Contact Center Manager Server. Also, the default ACD
group and the ICCM_RESP timer are suboptions of the CDN option.
When the CDN is in the controlled state, the CS 2x00/DMS switch does not
control the audio, overflow, or routing for a CDN ACD group. Contact Center
Manager Server handles calls in the CDN. The existing ACD group fields, such
as ACD Ring Threshold, Priority Promotion, and Forced Night Service, are not
meaningful with an ACD group that has the CDN option.
You must ensure that the relevant ACD ring thresholds in the ACD group table
are set to 0. When you set the ACD ring threshold to 0, the system redirects calls
not answered quickly enough to another agent. Calls in an ACD group are based
on the ACD routing table on the CS 2x00/DMS switch. If you do not set the
ACD ring threshold to 0, the call terminates.
86
Contact Center Manager Server does not support
Network ACDs. If you use a network ACD, the CS 2x00/
DMS switch sends the call to an agent on another switch.
Standard 4.06
Contact Center Manager