Nortel Networks 553-3001-358, 555-4001-135 manual Automatic call distribution resource allocation

38Engineering guidelines

•Option 81, 81C

•SL-1 systems with IPE upgrade (NT and XT)

CS 1000

ICB Release 4 is compatible with all CS 1000 systems.

CS 2100/Meridian SL-100 system compatibility

ICB Release 4 is compatible with all CS 2100/Meridian SL-100 system configurations.

Automatic call distribution resource allocation

The ACD function routes incoming calls to the ICB, where each ICB port operates as an ACD agent. All ICB ports are part of the same ACD queue and operate as a pool of ports with equal status. The system identifies the ACD queue with an ACD DN that handles the connection of conferees (ACD agents) to the appropriate conference.

ACD resources must be reviewed in the Incremental Software Management (ISM) of the customer configuration, if applicable. Each ICB port represents an ACD agent that uses a Terminal Number (TN)/Line Equipment Number (LEN) from the system resources.

The configuration DN and the corresponding TNs on the CS 1000, or LENs on the CS 2100/Meridian SL-100, are system resources. The system resources allocated to the ICB must be subtracted from the overall system resources and cannot be used for any other application, as long as they are assigned for ICB use.

Note: If a customer uses Agent ID and the direct meeting access method, the agent IDs must be consecutive (for example, 00-31).

Each ICB card, using the direct meeting access method, requires the following:

•One ACD group for each ICB card.

•Assign ACD agent TNs/LENs and corresponding M2616 digital sets. Each configured ICB port appears as an M2616 digital set of an ACD agent. The number of TNs/LENs is equal to the maximum number of ports provided by the ICB card. For an ICB with 32 ports active, the configuration requires 32 TNs/LENs. TNs/LENs require 32 DNs for the ACD incalls key and 32 DNs for the secondary directory number (SDN) key (Key 2).

553-3001-358/555-4001-135 Standard 02.00 July 2006