Meridian America Link/Customer Controlled Routing manual Meridian Link application

Chapter 2: Overview of Meridian Link 13

Meridian Link application

The Meridian Link application enables a host computer to control and monitor telephone functions, such as making a call, answering a call, tracking calls as they move through the Meridian 1 system, and conducting Interactive Voice Response (IVR) sessions with a call.

To provide the required communication, Meridian Link passes messages back and forth between a host computer and the Meridian 1 system, and between a host computer and Meridian Mail system, through the Meridian Link application in the IPE Module or the Application Module.

A customer application can use Meridian Link messages to

¥monitor calls presented to, answered at, and released from phone sets, including Automatic Call Distribution (ACD) agents

¥set an agentÕs state (login, MSB, RDY)

¥set CFWD (call forward all calls) for an associated set (AST)

¥toggle a telephone message indicator (MWI)

¥monitor the activity of an associated set

¥make, answer, and release calls on behalf of an associated set

¥transfer and set up conference calls on behalf of associated sets and AST ACD agents

¥control the routing of a call based on the number dialed (Dialed Number Identification Service or DNIS) or the number from which the call is placed (Automatic Number Identification or ANI, Calling Line Identification or CLID), the time of day, the incoming trunk, and so on

¥control a Host Enhanced Voice Processing (HEVP) session to play voice prompts and collect Dual Tone Multi-Frequency (DTMF) touch- tone digits to read the callerÕs response

Operating system overview

The IPE Module and the Application Module provide the base operating system (BOS) software. BOS is release 3 version 7.1 of UNIX System V for 68000-family CPUs. For advanced users, the BOS tape contains online operating-system information in the form of manual (MAN) pages.

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