How Multimedia Channels Are Acquired By Callers - Nortel Meridian 1000 Configuration Manual

January 2007
How multimedia channels are acquired by
callers
Introduction
The system uses the information gathered from the SDN configuration to check the
ACD agent queue to determine if an idle multimedia channel of the type required by
the service is available.
IF
an idle channel (of the required media
type) is available
idle channels that meet the
requirements defined in the SDN Table
are not available
What happens when the call is answered
When a multimedia channel of the appropriate type becomes idle, the call arrives at
the multimedia channel and is passed to CallPilot.
Because the SDN Table has already been checked, the requested service is known
and is activated. The service also answers the call.
Based on which service is activated, one of the following results happens:
The appropriate prompt is played.
CallPilot receives a fax.
CallPilot records a message.
What happens when the call is dropped
When CallPilot or the caller drops the call (hangs up), the multimedia channel
returns to an idle state, ready to be acquired by another call.
Communication Server 1000 Meridian and CallPilot Server Configuration
CallPilot and CS 1000 connectivity overview
THEN
the system passes the call to CallPilot.
the call remains in the CDN queue and the
system applies a delay treatment.
The server specifies a default delay
treatment of ringback. This means that
while a call waits in a queue, the caller
hears the phone ringing.
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