Meridian America Link/Customer Controlled Routing manual Overview of Customer Controlled Routing

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Chapter 3: Overview of Customer Controlled Routing

Customer Controlled Routing (CCR) is a product that enables you to control and route Automatic Call Distribution (ACD) calls entering your Meridian 1 system. For example, for an incoming ACD call, you can provide a specific recorded announcement, music, or both, before assigning the call to an agent.

Principal hardware components used by CCR are

¥a Meridian 1 system

¥an Application Module or Intelligent Peripheral Equipment (IPE) Module (which contains the CCR application, service 99)

Connecting these hardware components is a signaling link called the Application Module Link (AML), sometimes referred to as a Command and Status Link (CSL).

In addition, the IPE Module or Application Module provides an interface for a system console, which enables you to perform administration and maintenance. A port that is designed to be connected to a modem allows you to perform these activities from a remote location.

CCR also provides for as many as three terminals or printers on an IPE Module (depending on the applications installed) or eight terminals or printers on an Application Module. You can increase the number of terminals by adding LAN-based PCs.

Figures 4 and 5 show how these hardware components are connected.

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