To Configure An Acd Agent Queue; Configuring The Acd Agent Queue - Nortel Meridian 1000 Configuration Manual

January 2007

Configuring the ACD agent queue

Introduction
You must set up only one ACD agent queue to service CallPilot, unless you are
enabling the Symposium Voice Services Support feature (see "Symposium Voice
Services Support additional requirements" below). This queue holds all the agents
that correspond to DS0 channels on the CallPilot server.
Symposium Voice Services Support additional requirements
If you are enabling the Symposium Voice Services Support feature, you must set up
two additional ACD agent queues: one for ACCESS ports, and one for IVR ports. A
segment of the CallPilot ports must be dedicated to the Symposium Voice Services
Support feature.

To configure an ACD agent queue

1 Load overlay 23.
2 For each prompt listed below, enter the response indicated. For those prompts
that are not listed, you can accept the default by pressing Enter.
Prompt Response
REQ NEW
TYPE ACD
CUST xx
ACDN
MWC NO
MAXP zzzz
IVR YES
CALP POS or TER Called Party DN
Communication Server 1000 Meridian and CallPilot Server Configuration
Description
Add new data.
Indicates this is an ACD queue.
Customer number (0–99)
yyyy
This is the ACD DN for CallPilot.
Message Waiting Center
Maximum number of agents. MAXP must be equal to or
greater than the total number of multimedia channels
installed on your system.
Interactive Voice Response queue
POS - Sends the POSID+DNIS in the called Party DN
field in the PCI message
TER - Sends the terminating DN in the called Party DN
field in the PCI message
Configuring the CS 1000 system
79