Meridian America Link/Customer Controlled Routing manual Meridian Mail configuration, 355

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Chapter 13: Meridian Mail configuration

Host Enhanced Voice Processing (HEVP) provides basic voice-processing capabilities, via a Meridian Mail voice port, to applications based on Meridian Link. The HEVP feature (Meridian Link Service 101) requires dedicated Meridian Mail voice channels for use by Meridian Link-based applications. The number of channels required depends on the traffic expected for the application; each channel can hold only one call at a time. The channel numbers assigned in the Meridian Mail system must be acquired by the HEVP application, so the same numbers must be defined both in the application and on the Meridian Mail system.

To use the HEVP feature, you must have Meridian Mail 8 (or later) software with the Access Enable option. In addition, the Meridian 1 system, the Meridian Mail system and the Meridian Link-based application must be configured. This configuration involves the following tasks:

¥defining a separate ACD queue on the Meridian 1 and assigning it to the Meridian Mail, to direct calls to the dedicated voice channels

¥creating one virtual agent position for each channel and assigning it to the ACD queue

¥defining the ACD DN in the Meridian Mail Voice Service DN Table (VSDN Table), to allow access to voice channels

¥dedicating each voice channel into the Channel Allocation Table (CAT)

¥creating a new mailbox for the application, to hold the applicationÕs pre-recorded prompts in voice segment file(s)

¥increasing the amount of storage space in the mailboxÑif the application needs a large number of prompts, or if the prompts are long

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