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46 ACD Configuration – Operation Interface
3.1. DMS-100 CompuCALL Interface Specification (Q218)
The
The ACD feature allows Agents assigned to positions to answer calls assigned to specific queues. Incoming calls are routed to the relevant queue based on the number dialed. The calls are then answered in priority; First In First Out (FIFO) order by the most idle Agent.
There are two CompuCALL Application Service Options available from the
The Meridian ACD CompuCALL with the Meridian ACD Option allows customers to develop incoming and outgoing ACD call handling systems. The primary purpose of the Meridian ACD CompuCALL service is to provide the DeskTop CTI Application support of coordinate voice with data (CVD).
The CompuCALL Interface support for coordinated voice and data is accomplished with a set of application services. An application service is a group of options for a specific customer application. CompuCALL Options are a set of options offered by the telephone company to a CompuCALL customer. The options available on the
The MDC CompuCALL Option provides application services to
3.1.1.CompuCALL Bandwidth Requirements
The X.25 bandwidth requirements for the CompuCALL Interface are dependent upon a number of factors. This includes, the Meridian ACD CompuCALL options selected, selected message(s) and their size, Busy Hour Call Rate, number of Agents and their activities, and the number of administrative commands utilized. The following is the bandwidth calculation which can help determine the physical connections required when configuring the
Formula 1:
BandWidth (bit/sec) | = CallsPH / 3600 * TotalBytesPC * ByteToBit * |
Occu |
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Where: CallsPH | - average calls per hour (call/hour), |