Configuring Acd Agents; Nortel Callpilot; Nn44200-312 01.02 Standard - Nortel CallPilot Server User Manual

68 Chapter 4 Configuring the CS 1000 system
2
Configuring ACD agents
Introduction
For CallPilot, you must define channels as ACD agents on M2008 digital
sets. All agents are added to the ACD queues that you have configured.
Each agent must have the VCE and MMA class of service. To get the VCE
class of service on the upper 16 units (15 to 31), you must first specify the
FLXA class of service. Each agent must be provisioned with the following
feature keys: ACD, SCN, NRD, MSB, TRN, and AO3.
Copyright © 2007, Nortel Networks
.
For each prompt listed below, type the response indicated. For
those prompts that are not listed, you can accept the default by
pressing Enter.
Prompt Response
REQ NEW
TYPE ACD
xx
CUST
yyyy
ACDN
MWC NO
zzzz
MAXP
IVR YES
CALP POS or
TER
ALOG YES
<Enter>
REQ ****
Note: You can define a more restrictive class of service for the agents
(for example, Conditionally Toll Denied [CTD]). Call restrictions in effect

Nortel CallPilot

Communication Server 1000 and CallPilot Server Configuration

NN44200-312 01.02 Standard

5.0 3 May 2007
Description
Add new data.
Indicates this is an ACD queue.
Customer number (0-99)
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
Called Party DN
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
Provide automatic logon for ACD agents.
Press Enter until you reach the REQ
prompt.
Exits the overlay.
—End—