Meridian America Link/Customer Controlled Routing manual Key CCR concepts, Operating system

Chapter 3: Overview of Customer Controlled Routing 31

¥For elite clients Any incoming call coming from telephone number XXX or YYY goes into the ACD queue with a higher priority (using the Calling Line Identification, or CLID, feature).

¥Sales for all products Any incoming call to DN 1234 goes into the ACD queue for the sales group.

¥Support for product X Any incoming call to DN 2345 goes into the ACD queue for the product X support group.

¥Support for product Y Any incoming call to DN 3456 receives a recorded announcement (RAN) regarding new product information before going into the ACD queue for the product Y support group.

Key CCR concepts

This section describes terms used for CCR.

Script This is a collection of statements defining call routing and treatment.

CDN A Control DN is a special ACD DN, configured in Meridian 1, to which no agents are assigned. You must create a script to control calls in the CDN, otherwise the calls are put into the default mode. A script is associated with a CDN, so all calls entering a CDN are handled by the same script.

Association This is a mapping between a script and CDNs. The Association Table tells the system which script controls the calls entering a CDN.

Variable This is a user-defined name that represents a value or set of values. Variables, such as Òafter_hoursÓ representing the value Ò17:00 to 06:00,Ó are defined in the Variable Table.

Profile All CCR application users have a profile that defines their level of access to the system and the language they will use (French or English).

Operating system

The IPE Module and Application Module provide base operating system (BOS) software. BOS is release 3 version 7.1 of UNIX System V for 68000- family CPUs. For advanced users, BOS contains online operating system information in the form of manual (MAN) pages.

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