Meridian America Link/Customer Controlled Routing manual New with CCR Release 3C

32Chapter 3: Overview of Customer Controlled Routing

New with CCR Release 3C

CCR Release 3C introduces the following new features:

¥expanded DNIS support

¥support for 8 "Queue to" commands

Expanded DNIS support CCR can route and treat calls based on the DNIS. With CCR Release 5C, the DNIS digits supported have been expanded from seven digits to a maximum of 31 digits. X11 Release 24 is required to support more than seven digits.

Support for 8 "Queue to" commands" This feature allows a call waiting for an available agent to be queued to up to eight different queues simultaneously. A call can be queued at each of the eight ACD DNs at the same priority or at different priorities, offering better customer service due to faster response times.

Application Module Link

The Application Module Link (AML) (link 0) uses the LAPB protocol to transfer command and status messages, primarily to perform call processing functions.

Diagnostic tools

Advanced technical users of the IPE Module or Application Module have access to the following diagnostic tools, which provide extra maintenance capabilities:

¥Remote maintenance access This enables a technician to dial in to the system from a remote site to perform troubleshooting procedures.

¥Standalone System Interactive Diagnostics (SSID) software This is used for testing hardware components when CCR is not running.

System console and maintenance console

You can use a customer-supplied console to enter OA&M commands to the IPE Module or Application Module. The console should be an asynchronous ASCII terminal that is 100 percent compatible with ANSI and DEC VT220. You can use an IBM-compatible personal computer running Reflection 4+.

553-3202-210 Standard October 1998