Meridian America Link/Customer Controlled Routing Attendant, Automatic Call Distribution ACD

554List of terms

attendant

A PBX operator position. Attendants typically receive incoming calls and extend them to the desired party. PBX users typically contact the attendant by dialing 0. The Meridian 1 supports multiple attendants, and offers features such as busy lamp field showing the busy/idle state of DNs.

Automatic Call Distribution (ACD)

This is a feature offered by the Meridian 1 that queues and distributes incoming calls to a number of answering positions. Calls are queued until an agent is available. If multiple agents are available, calls are serviced in the order they arrive and are distributed so that the workload at each answering position is approximately equal. ACD has many additional features, including recorded announcement (RAN), music while queued, night treatment, overflows, statistics/reports, and networking with ISDN.

Automatic Call Distribution Directory Number (ACD DN)

An ACD DN is the queue where incoming calls wait until they are answered. Calls are answered in the order in which they entered the queue.

Base Operating System (BOS)

MotorolaÕs SYSTEM V/68 Base Operating System (UNIX). UNIX

System V Release 3 Version 7.1 (V/68 R3V7.1) is used with the IPE

Module or the Application Module.

CDN

See control directory number (CDN).

Command and Status Link (CSL)

A Nortel internal and proprietary link, also known as AML.

Control Directory Number (CDN)

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

CSL

See Command and Status Link (CSL).

553-3202-210 Standard October 1998