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ACD contact center features
To increase the chance that there will be a trunk available to place the second leg call,
some trunks in the two-way trunk group can be reserved for outgoing-only use by using
Call-by-Call Service Selection Usage Allocation capabilities.
1. On the ISDN Trunk Group form, set the following fields:
2. Assign the incoming call Network Specific service (NSF) types on the ISDN Trunk
Group form CBC Trunk Group Usage Allocation page to limit how many trunks can be
used for incoming calls. For example, if all incoming calls are "mega800" and two
trunks out of a total of 100 are to be reserved, set the Service field to mega800 and
set the Min# Chan field to 2 and the Max# Chan field to 98. If the incoming calls are
receive with two different NSF types, for example, "sdn" and "mega800", then assign
both for the same Min# and Max# values. Refer to the following figure.
CBC Trunk Group Allocation
Note:
Note:
Signaling Group form
For NCT, the Network Call Transfer field on the Signaling Group form must be set to
y. Refer to the following figure:
188 Communication Manager Guide to ACD Call Centers
Direction = two-way
Service Type = cbc
Usage Alloc = y
Disconnect Supervision In? = y
Disconnect Supervision Out? = y
change trunk-group 29
Usage Allocation Plan 1
Service/Feature Chan Chan Service/Feature Chan Chan Service/Feature Chan Chan
mega800
sdn
The NSF coding for MCI WorldCom VNET service is defined as "sdn" on the
communication server. The MCI 800 service is defined as "mega800" on the
communication server.
CBC TRUNK GROUP ALLOCATION
Usage Allocation Plan 2
Min# Max#
2
98
2
98
Page
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Usage Allocation Plan 3
Min# Max#
Min# Max#
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