Nortel Networks NN44200-313 Configuring ACD agents LD, Type CDN Cust, Dfdn, REQ NEW Type

26CallPilot resource configuration

Prompt		Response	Notes
TYPE		CDN
CUST		xx	Customer number for CallPilot.
CDN		xxxx	Control DN of the CallPilot
			system (for example, 4300).
DFDN		xxxx	The default ACD created above,
			in the procedure "Configuring
			the DFDN (LD 23)" (page 24).
4	To exit the overlay, enter ****.
		—End—

Configuring ACD agents (LD 11)

For CallPilot, you must define channels as ACD agents on M2008 digital sets. All agents are added to the configured ACD queues. Each agent must have the VCE and MMA Class of Service. To get the VCE class of service on the upper 16 units (15 to 31), you must first specify the FLXA Class of Service. Each agent must be provisioned with the following feature keys: ACD, SCN, NRD, MSB, TRN, and AO3.

Tech tip: Each channel maps to the MGATE card slot in the CS 1000 or M1 system that the DS30 or DS30X cable is connected to from the CallPilot. For example, if your MGATE card is in slot 8 and your DS30 or DS30X cable 1-1 is connected, your first channel TN may be 4.0.1.0 for a large system or

0.0.8.0for a small system. For the purpose of this document, provision at least 2 agent channels. Additional agent channels can be configured later.

Step Action

1Connect to the PBX.

2Enter LD 11.

3Enter the appropriate values as described in the following table. For prompts not listed in the following table, press Enter to accept the default.

Table 13

LD 11 - Configuring ACD agents

Prompt	Response	Notes
REQ	NEW
TYPE	2008

Nortel CallPilot

Quickstart Guide

NN44200-313 01.02 Standard

5.019 May 2008

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