Meridian America Link/Customer Controlled Routing manual New with Meridian Link Release 5C

14Chapter 2: Overview of Meridian Link

New with Meridian Link Release 5C

The Meridian Link Release 5C introduces the following new features:

¥redundant Meridian Link

¥dual VAS ID

¥expanded DNIS support

¥SFN (login) message with agent ID

Redundant Meridian Link This feature implements a second Meridian Link between the Meridian 1 and the host to increase the reliability of the CTI interface. In normal operation, one of the Meridian Link modules is active while the other is in warm standby mode. In the event of a failure (for example, the AML goes down or the active Meridian Link crashes), a switch-over to the redundant Meridian Link occurs automatically.

Dual VAS ID Meridian Mail (MMail) and Meridian Link communicate with Meridian 1 through the Application Module Link (AML). In the ACD Data Block, we associate the MMail ACD-DN with MMail through a VAS ID for the corresponding AML. AML is defined per ACD DN basis. Currently, only one VAS ID (for MMail) can be associated to an MMail ACD-DN. Hence AML messages are communicated only to the MMail for any event on MMail ports. The Dual VAS ID feature offers the facility to have MMail and Meridian Link to be associated with an MMail ACD-DN so that AML messages would flow to both MMail and Meridian Link.

Expanded DNIS support This feature allows an ACD agent to identify a particular product the caller is interested in via the dialed number presented to the agent. A third party application uses this DNIS number to display product information on an agent's screen enabling the agent to answer the call with correct responses. With Meridian Link 5C, up to 31 DNIS digits are supported. X11 Release 24 is required to support greater than a seven- digit DNIS. Prior to Release 24, only seven digits were supported.

553-3202-210 Standard October 1998