Section B: Understanding Call Routing; Cs 1000 Call Routing Components - Nortel CallPilot Server User Manual

22 Chapter 2 CallPilot and CS 1000 connectivity overview
The MGate Card (NTRB18CA), applicable to tower or rackmount servers
only, occupies one slot in the CS 1000 system.
For information about the CS 1000 card slots in relation to the 201i server,
see CallPilot 201i Server Hardware Installation Guide (NN44200-301).

Section B: Understanding call routing

In this section
"CS 1000 call routing components" (page 22)
"Phantom DNs" (page 24)
"CallPilot Service Directory Numbers and the SDN Table" (page 25)
"How calls are routed" (page 27)
"Multimedia channels in the CallPilot server" (page 29)
"How multimedia channels are acquired by callers" (page 30)

CS 1000 call routing components

Introduction
The CS 1000 system uses the following components to route calls:
•
•
Automatic Call Distribution
Automatic Call Distribution (ACD) is a feature on the CS 1000 system
that allows a number of programmed phonesets, known as ACD agents,
to share equally in answering incoming calls. In the case of CallPilot, the
call-queuing capability of ACD is not used, but the call-handling capability of
ACD agents is used.
How CallPilot uses ACD virtual agents
All ACD agents that service CallPilot are put into a single ACD agent
queue (unless you are enabling the Contact Center Voice Services Support
feature; see
30)). These agents correspond to DS0 channels on the CallPilot server.
Agents are programmed in overlay 11 as 2008 Digital (Aries) sets with
Multimedia Messaging Allowed (MMA) class of service. These are not,
however, physical phonesets. These are Terminal numbers (TNs) that are
programmed to look like real digital sets to the CS 1000 system.
Copyright © 2007, Nortel Networks
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Automatic Call Distribution (ACD)
Control Directory Number (CDN)
"How multimedia channels are acquired by callers" (page
Nortel CallPilot
Communication Server 1000 and CallPilot Server Configuration
NN44200-312 01.02 Standard
5.0 3 May 2007