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June 1999
ACD agents can also place calls in local mode (if authorized) while waiting for
access to their channels. The agent who is active on a particular channel remains
active until either the agent, the HLC (via the Online/Offline table), or the
system administrator (via the
FORCE (O F)" on page 146) places the channel offline. Agents who attempt to
access an HLC channel in use by another user are denied access or receive a
message on their display stating "HLC Port Already in Use."
HLC security
Security is provisioned on a per-HLC basis. For security validation, the HLC
stores a database of eight Calling Party Identification numbers (compiled from
the Remote numbers) and eight Security Identifiers per channel. There are three
levels of security, as described below.
Security Level 3 (Security ID)
Security Level 3 is the default security level. When this level is provisioned, the
incoming Security ID from an agent going online is compared with the eight
provisioned IDs, and the appropriate ACD agent is activated. This ACD agent
now receives calls from the ACD queue associated with this channel.
Security Level 2 (CPID)
When Security Level 2 is provisioned, the incoming calling party identification
(CPID) for the call going online is compared against the eight CPID numbers,
and the appropriate user or ACD agent is activated. Only this agent can receive
and place calls until the channel goes offline.
Security Level 1 (no call security)
When provisioned for Security Level 1 (no call security), all incoming data calls
are permitted, but new outgoing data calls are only initiated to the default (first
available) user or ACD agent. This scenario can support multiple ACD agents
per channel via permanent BRI connections initiated by the remote ACD agent.
Line Card Configuration Guide
command, see "OFFLINE
OFFLINE FORCE
Description
11
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