Nortel CallPilot Administrator's Manual page 193

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A maximum of 96 CallPilot voice channels can be allocated for Contact
Center Voice Services support.
Voice Services call flow
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Feature architecture
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Copyright © 2007, Nortel Networks
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Configuring Contact Center Voice Services support 193
allows customers who install multiple keycoded unified messaging
components (for example, fax messaging, desktop messaging and
My CallPilot, or Email-By-Phone) to purchase a CallPilot system with
integrated Contact Center Voice Services features
The switch informs the Contact Center server that a call arrived at the
ACD queue.
The Contact Center server routes the call to the ACD queue.
The switch sends the call to a CallPilot ACCESS channel. The Meridian
Link TSP alerts CallPilot and CallPilot informs the Contact Center server
of the call coming in over the ACCESS link.
The Contact Center server controls playing of voice segments and
collection of digits over the ACCESS link.
On the CallPilot server, channels are allocated to either messaging
services or Contact Center Voice Services.
The Contact Center server acquires voice port DNs from the switch by
means of the Application Module Link (AML) and voice port channels
from CallPilot by means of the ACCESS link.
Custom applications (created and maintained in Application Builder) are
used to administer voice prompts. Voice prompts can be edited using
third-party applications.
The CallPilot database stores the following information:
— the Contact Center server IP address on the customer LAN
— the DNs of all ACCESS and IVR ports
— the key 0 and key 1 DNs of all ACCESS and IVR channels
— the channels that are reserved for ACCESS or IVR
The CallPilot server registry stores the ACCESS link port number.
Resources acquired by the Contact Center server are associated with
its AML connection.
Nortel CallPilot
Administrator Guide
NN44200-601 01.11 Standard
5.0 9 November 2007