Automatic Call Distribution (Acd) Applications - Nortel Remote Gateway 9110 Installation And Administration Manual

Remote Gateway 911x Series description

Automatic Call Distribution (ACD) applications

The Remote Gateway 911x series supports all Nortel Automatic Call
Distribution (ACD) applications.
If an ACD agent loses communication to the Remote Gateway 911x series unit,
or the unit goes offline, the agent is placed in Make Set Busy (MSB) mode. This
mode logs the agent out of the ACD queue so that calls can be routed to other
ACD agents. Once you re-establish communication between the agent and the
Remote Gateway 911x series unit, the digital telephone set display shows "Set
Busy Activated".
In addition, when an ACD agent is on a call using a Local Calling key, the
Remote Gateway 911x series unit sends a transparent Not Ready key press to the
host PBX and places the ACD agent's digital telephone set in Not Ready mode.
This feature prevents the ACD agent from receiving ACD calls when active on a
local call. The Remote Gateway 911x series unit removes the digital telephone
set from the Not Ready mode when the agent terminates the local call.
If you are having trouble with ACD agents being logged off unexpectedly or
calls that terminate prematurely, try the following:
Set the User On Demand Idle Timer to 90 seconds and the User On
Demand Minimum Call Timer to 1 second.
Note: You can configure these settings on the RLC's Remote Connection
Configuration property sheet in Configuration Manager.
Allocate a permanent connection for the ACD agents.
— On the RLC Port Configuration property sheet, click on the Configure
button for the Network Port in question.
— In the Network Port Configuration dialog box, select Permanent
Allocation.
28 Remote Gateway 911x Series Installation and Administration Guide
Standard 3.0