Network Acd - Nortel Meridian Meridian 1 Feature Description And Administration

Network ACD

Contents
Feature description
The following are the topics in this section:
Feature description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1291
Operating parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1292
Feature interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1292
Feature packaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1292
Feature implementation . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1293
Feature operation . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1293
Network ACD allows call centers with multiple locations to solve the
problem of fluctuating call traffic. The Network ACD feature uses Integrated
Services Digital Network (ISDN) to efficiently and quickly route calls to
available agents within a network of Meridian 1 systems. Using the timed
overflow routing tables associated with ACD, customers can specify
ACD-DNs within the Meridian 1 network to which calls should be directed.
NACD is cost effective because calls remain in queue at their original
location while waiting for an agent to become available in either the source
queue or one of the target queues located throughout the network. Only when
an agent becomes available in a remote queue will the call actually be sent
over an ISDN voice channel. Prior to the call being sent, communication
between locations is handled via the ISDN D-Channel.
The management report information on package C reflects the changes
introduced by the NACD feature.
International ISDN PRI Feature description and administration
Page 1291 of 1814