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Automatic Call Distribution Description Title page Nortel Communication Server 1000 Nortel Communication Server 1000 Release 4.5 Automatic Call Distribution Description Document Number: 553-3001-351 Document Release: Standard 3.00 Date: August 2005 Year Publish FCC TM Copyright © Nortel Networks Limited 2005 All Rights Reserved Produced in Canada Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. Nortel, Nortel (Logo), the Globemark, This is the Way, This is Nortel (Design mark), SL-1, Meridian 1, and Succession are trademarks of Nortel Networks. 4 Page 3 of 572 Revision history August 2005 Standard 3.00. This document is up-issued for Communication Server Release 4.5. September 2004 Standard 2.00. This document is up-issued for Communication Server 1000 Release 4.0. October 2003 Standard 1.00. This document is a new NTP for Succession 3.0. It was created to support a restructuring of the Documentation Library, which resulted in the merging of multiple legacy NTPs. This new document consolidates information previously contained in the following legacy documents, now retired: • Automatic Call Distribution: Feature Description (553-2671-110) • Automatic Call Distribution: Management Commands and Reports (553-2671-112) • Network ACD: Description and Operation (553-3671-120) Automatic Call Distribution Description Page 4 of 572 Revision history 553-3001-351 Standard 3.00 August 2005 12 Page 5 of 572 Contents List of procedures . 13 About this document . 17 Subject .. 17 Applicable systems . 17 Intended audience . 19 Conventions .. 19 Related information .. 20 ACD description . 21 Contents .. 21 Introduction . 21 ACD agent telephone types .. 24 ACD packaging .. 29 ACD agent features . 35 Contents .. 35 Introduction . 36 ACD Calls on Hold . 36 ACD Threshold Visual Indication (Advanced) .. 38 Agent and supervisor communication (Advanced) .. 40 Call Source Identification (Basic) .. 41 Calls Waiting Indication key (AWC) (Basic) . 42 Calls Waiting Indication key (AWC) (Advanced) . 42 Automatic Call Distribution Description Page 6 of 572 Contents Directory Number key (Basic) . 43 Display Waiting Calls (DWC) key (Basic) .. 43 Display Waiting Calls (DWC) key (Advanced) . 44 Emergency key (Advanced) . 46 In-Calls key (Basic) . 48 Log In (Basic) . 49 Log Out (Basic) . 50 Make Set Busy key (Basic) .. 51 Night Mode (Basic) . 51 Not Ready key (Basic) . 52 Release key (Basic) .. 53 ACD supervisor features . 55 Contents . 55 Introduction .. 56 Agent key (Advanced) . 56 Agent lamp (Basic) . 56 Agent lamp (Advanced) . 57 Agent Observe (Advanced) . 57 Agent Observe Login (Advanced) . 63 Display Agents key (Basic) . 68 Display Waiting Calls (DWC) key (Basic) .. 68 Display Waiting Calls (DWC) key (Advanced) . 69 Interflow key (Advanced) .. 70 IP Call Recording . 72 Malicious Call Trace key . 83 Not Ready key (Advanced) .. 83 Observe Agent Security . 85 Supervisor and agent communication (Advanced) .. 94 Supervisor Control of Night Service (NSVC) (Advanced) . 95 553-3001-351 Standard 3.00 August 2005 Contents Page 7 of 572 ACD load management system . 101 Contents .. 101 Introduction . 101 Operational overview . 102 Accessing the command mode . 103 Enhanced ACD Routing (EAR) . 106 Customer Controlled Routing (CCR) . 109 Agent ID option .. 110 ACD telephone login .. 110 ACD telephone logout .. 111 Walkaway/Return . 112 Agents using DN keys .. 113 Alternate Call Answer .. 113 ACD load management commands . 115 Contents .. 115 Introduction . 116 Configure Controlled mode (CNTL) .. 116 Configure Default ACD DN (DFDN) .. 117 Query current options (POPT) . 118 Query current parameters (PPAR) . 119 Select Route and Trunk Assignment (SRTA) .. 119 Select trunk Priority Assignment (SPRI) . 120 Select Agent Position Assignment (SAPA) . 120 Select Agent to Supervisor Assignment (SATS) . 121 First RAN Route Assignment (FRRT) . 122 First RAN Route Time (FRTT) .. 123 Second RAN Route Assignment (SRRT) . 123 Second RAN Route Time Option (SRTO) . 124 Night RAN Route Assignment (NRRT) . 124 Automatic Call Distribution Description Page 8 of 572 Contents Night Forwarding number assignment (NITE) .. 125 Automatic Overflow Target DN (SQ01, SQ02, SQ03) . 126 Automatic Overflow thresholds (TLDA, TLDB, TLDC) .. 126 Time Overflow threshold (TLDD) . 127 Configure the Interflow DN (IFDN) .. 129 Telephone Service Factor time (TSF) .. 130 Configure Agent Priority (SAGP) . 130 List Agent Position Assignment (LAPA) . 131 List Agent Priority (LAGP) . 131 Enable Call Force (FORC) . 132 Enable Flexible Call Force (FCFT) . 133 Print CDN Parameters and Options (PCPO) . 133 Configure the Call Ceiling (CEIL) . 134 Display Routing Tables (DSPL) . 135 ACD management reporting . 137 Contents . ..
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