Meridian America Link/Customer Controlled Routing manual Meridian Mail call processing

Chapter 13: Meridian Mail configuration 357

Meridian Mail call processing

Figure 94 shows the relationship between the Meridian 1 and Meridian Mail DNs and voice channels. The Meridian Link-based application separately acquires each channel, identifying it by its channel class. The Meridian Mail system messages also identify calls by the channel class.

Figure 94

Meridian Mail call processing

Channel 2

Channel 3

Channel 4

Incoming calls

Meridian 1		Meridian Mail
7650	Pos. ID 7651	Channel 1
	Pos. ID 7652
		Channel 2
	Pos. ID 7653	7660
		Channel 3
ACD-DN	Pos. ID 7654	Channel 4
(Mail queue)

Messages to/from

Meridian

Link-based application

Voice channels	Meridian Mail	Mailbox assigned to
(virtual agents	voice channels	Meridian Link-based
of the mail queue)	(identified by	application (holds
	class number)	voice prompts)

This is how incoming calls are processed:

¥An incoming call enters the Meridian Mail ACD DN assigned for use by a Meridian Link-based application, and is held in the mail queue.

¥When a voice channel is free, a call held in the mail queue is presented to the channel.

¥The Meridian Mail system sends a Call Offered message to the Meridian Link-based application, which must answer the call within 15 seconds.

¥Once the call is answered, the application plays voice prompts, collects DTMF digits, and transfers the call to its destination (for example, an ACD DN or CDN).

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