Meridian America Link/Customer Controlled Routing manual About this guide

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About this guide

This document details the steps and procedures required to successfully install the hardware and software for your Meridian Link and/or Customer Controlled Routing (CCR) system.

Meridian Link enables the call and voice processing capabilities of a Meridian 1 system to be integrated with a customerÕs computer-based business applications. Through Meridian Link, an application can place and answer calls, route calls, and even implement Interactive Voice Response applications.

CCR enables you to control and route Automatic Call Distribution (ACD) calls entering your Meridian 1 system. For example, for an incoming ACD call, you can provide a specific recorded announcement, music, or both, before assigning the call to an agent.

The hardware for both applications can be either an Intelligent Peripheral Equipment (IPE) Module or an Application Module.

The software consists of a base operating system (BOS) and application programs, referred to as the Meridian Applications.

This guide contains the following main areas of information:

Chapter 1: Meridian Link/CCR co-residency The first chapter provides an overview of Meridian Link/CCR co-residency and describes the keycode and the Ethernet LAN-based PC features.

Chapter 2: Overview of Meridian Link This chapter provides an overview of Meridian Link, describes its concepts, and lists required hardware and software.

Meridian Link Release 5C/CCR Release 3C Installation and Upgrade Guide