Nortel Networks DMS/MSL-100 manual

Getting startedStandard 1.0

Agent actions/events DMS actions

Enters more than three LOB codes.

Enters an LOB code after the caller hangs up.

Enters an invalid LOB code.

Sends all of the entered codes to the host.

Note: This action is different from the ACD MIS that reports only the first three codes.

Waits for a fixed amount of time (2.5 seconds) before tearing the call. If an agent presses the LOB key during this interval, it waits for the agent to finish entering the code, and then sends the code in a dv-LOB-Event-U message.

Validates all the codes. Accepts only the codes from ‘000’ through ‘999’ and the special code of ‘***.’ Sends the dv-LOB-Event-U message only for the valid codes.

Presses the LOB key twice in quick succession.

Restarts the LOB feature on the second pressing of the key.

Note: This action is different from that of Nortel Networks’ PBX offering for which this action is a shortcut for the agent to enter the default code.

Notes:

1.The switch does not allow agents to press the LOB key while they are in conference with another agent.

2.The server does not monitor activity codes for DN calls.

28 Symposium Call Center Server