Support For Cs 2X00/Dms Switch Features - Nortel Contact Center Manager User Manual

August 2007

Support for CS 2x00/DMS switch features

This section describes features that you can configure on the CS 2x00/DMS
switch and explains how they interact with Contact Center Manager Server.
Automatic Call Distribution
You must configure ACD on the CS 2x00/DMS switch to provide default ACD
routing when Contact Center Manager Server is not available. Contact Center
Manager Server routes all calls. If an ACD call is sent to a group that Contact
Center Manager Server configured, priority is given to the call that arrives first.
Announcements
Contact Center Manager Server controls Hold in Queue announcements that are
held in the Digitally Recorded Announcement Machine (DRAM) or the
Enhanced Digitally Recorded Announcement Machine (EDRAM) on the
SL-100 or DMS switch.
For the CS 2100 and CS 2000 solution (greenfield), provision announcements
on the Media Server 2010 or the Media Server 2020. For more information
about configuration, see Helmsman documentation.
Controlled and default call routing
If Contact Center Manager Server does not gain control of the calls after the
CS 2x00/DMS switch forwards them, you can route the incoming calls to a
default ACD group. For more information about controlled and default call
routing, see "Configuring CDNs in controlled and default mode," on page 86.
Contact Center Manager Switch Guide for Communication Server 2x00/DMS
Configuration Overview
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