Meridian America Link/Customer Controlled Routing Defining virtual agent DNs for voice channels

360Chapter 13: Meridian Mail configuration

Defining virtual agent DNs for voice channels

For each voice channel to be used by a Meridian Link-based application, you must create a virtual ACD agent and assign it to the Meridian Mail ACD queue.

By being defined with Voice Messaging Allowed (VMA) class of service, each ACD agent functions as a Meridian Mail queue. The Key 0 definition specifies the mail queue. These agent positions are ÒvirtualÓÑthat is, no physical equipment is required for the sets defined.

Use Overlay 11 to assign TNs as virtual agents of the mail queue you just defined in Overlay 23, and to assign each to a different voice channel. If the voice channel already existsÑand is being reassigned to Meridian 1 AccessÑlocate the Channel DN in the Meridian Mail Channel Allocation Table (CAT) and use that value for the individual DN (IDN) when defining the SCN key. Table 139, in the ÒDefining voice channels in the Channel Allocation Table (CAT)Ó section of this chapter, illustrates the CAT.

Table 137 describes how to use Overlay 11 (LD 11) to create and assign Meridian Mail virtual agent positions and relates the parameters configured to the examples used elsewhere in this chapter. Note the following:

¥The TN defined for each virtual agent position ID must be the Routing Address assigned to its channel in the CAT.

¥The IDN assigned to this channel in Overlay 11 will also be used for the Channel DN in the CAT.

¥As for any ACD agent, each virtual agentÕs ACD DN and position ID must be defined on key 0. Assign the set to your new mail ACD DN, and give it a unique (with respect to other DNs) position ID.

¥You must also define Make Set Busy, Not Ready, Transfer, Conference, SCN, and Release keys on the set.

553-3202-210 Standard October 1998