Nortel Contact Center Manager User Manual page 43

August 2007
Agent action or event
Enter another LOB code during the
same call.
Release the call.
Cancel the last LOB code entered. Erase the code in the buffer.
Do not enter any code during the
entire call.
Enter more than three LOB codes. Send all entered codes to the host.
Enter an LOB code after the caller
hangs up.
Enter an invalid LOB code.
Contact Center Manager Switch Guide for Communication Server 2x00/DMS
CS 2x00/DMS action
Send the first LOB code to the host.
Buffers the new code.
Send the previously buffered code in
the ICM message, dv-LOB-Event-U
If no code is buffered, no code is sent
(even if a default code was datafilled
for the ACD group).
Only the last code is erased.
Do not send a dv-LOB-Event-U
message.
Only the first three LOB codes appear
in reports.
Wait for a fixed amount of time (2.5
seconds) before tearing down the call.
If an agent presses the LOB key
during this interval, wait for the agent
to finish entering the code, and then
send the code in a dv-LOB-Event-U
message.
Validate all codes.
Accept only the codes from 000 to
999 and the special code of ***.
Send the dv-LOB-Event-U message
for only the valid codes.
Configuration Overview
43