Nortel Callpilot; Meridian Mail To Callpilot Migration Utility Guide; Nn44200-502 01.02 Standard - Nortel Meridian Mail Utility Manual

ACD multimedia agents
Automatic Call Distribution (ACD) is a feature on the Meridian 1 switch that
allows a number of telephone sets connected to the switch, known as
agents, to share equally in the answering of incoming calls. In CallPilot, the
call queuing capability of ACD is not used (the CallPilot CDN manages the
queuing), 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
grouping. These agents correspond to DS0 channels on the CallPilot
server. Agents are programmed in Overlay 11 as 2008 Digital (Aries) sets
with a Multimedia Messaging Allowed (MMA) class of service. However, the
agents are not physical telephone sets, but Terminal Numbers (TNs) that
are programmed to appear as real digital sets to the switch.
CallPilot and Contact Center integration
If you are integrating CallPilot and Contact Center, you must create two
ACD queues: one for ACCESS Voice and the other for Interactive Voice
Response (IVR) service.
Multimedia processing units
Calls that are sent to CallPilot services need processing power that converts
data back and forth between voice, fax, or speech-recognition data and
digital signals.
The DS0 channels establish the connection between the switch and the
server. However, the DS0 channels do not have any signal-processing
capability. The DS0 channels terminate on multimedia processing units
(MPUs) that perform the necessary signal processing.
The MPUs provide the following types of signal processing:
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Eight MPUs are provided on the 201i server. Sixteen MPUs are provided
on the MPB16-4 board (NTRH20BA) on the tower and rackmount servers.
Additional MPUs reside on the MPC-8 cards, which are optionally installed.
Copyright © 2007, Nortel Networks
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Note: If you are integrating Contact Center with CallPilot, ensure
that the outbound SDNs are also configured on CallPilot for the
channels that are dedicated to ACCESS and IVR.
voice playback and recording
tone detection (DTMF, call progress, fax CNG, modem)
tone generation
speech recognition

Nortel CallPilot

Meridian Mail to CallPilot Migration Utility Guide

NN44200-502 01.02 Standard

5.0 17 April 2007
Comparing switch and server configuration 133