24CallPilot resource configuration
Table 10
LD 23 - Configuring Automatic Call Distribution
Prompt |
| Response | Notes | |
|
|
|
|
|
REQ |
| NEW |
| |
|
|
|
|
|
TYPE |
| ACD |
| |
|
|
|
|
|
CUST |
| xx | Customer number for CallPilot. | |
|
|
|
|
|
ACDN |
| xxxx | This is the ACD DN the agents | |
|
|
|
| point at. |
|
|
|
|
|
MWC |
| NO |
| |
|
|
|
|
|
MAXP |
| xxxx | Maximum number of agent | |
|
|
|
| channels. |
|
|
|
|
|
CALP |
| POS |
| |
|
|
|
|
|
IVR |
| YES |
| |
|
|
|
|
|
ALOG |
| YES |
| |
|
|
|
|
|
4 | To exit the overlay, enter ****. |
| ||
|
|
|
|
|
|
|
|
| |
Configuring the DFDN (LD 23)
Before you configure the CDN queue, define the default ACD DN to be referenced in the CDN. During normal operation, the CDN is in control mode, and callers are queued to be routed and then answered by CallPilot services. Under error conditions (for example, if the AML link is down), the CDN operates in default mode and calls are routed to the default ACD DN defined for the CDN.
This procedure describes how to set up the default ACD DN so that these calls are handled by the attendant. For the attendant to process incoming calls to CallPilot when the CDN is in default mode, define a dummy ACD DN and set it to night call forward to the attendant.
Step Action
1Connect to the PBX.
2Enter LD 23.
3Enter the appropriate values as described in the following table. For prompts not listed in the following table, press Enter to accept the default.
Nortel CallPilot
Quickstart Guide
5.019 May 2008
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