Meridian America Link/Customer Controlled Routing - Manual (Page 49)

Chapter 3: Overview of Customer Controlled Routing 31
Meridian Link Release 5C/CCR Release 3C Installation and Upgrade Guide
¥ For elite clients Any incoming call coming from telephone number
XXX or YYY goes into the ACD queue with a higher priority (using
the Calling Line Identification, or CLID, feature).
¥ Sales for all products Any incoming call to DN 1234 goes into the
ACD queue for the sales group.
¥ Support for product X Any incoming call to DN 2345 goes into the
ACD queue for the product X support group.
¥ Support for product Y Any incoming call to DN 3456 receives a
recorded announcement (RAN) regarding new product information
before going into the ACD queue for the product Y support group.
Key CCR concepts
This section describes terms used for CCR.
Script This is a collection of statements defining call routing and treatment.
CDN A Control DN is a special ACD DN, configured in Meridian 1, to
which no agents are assigned. You must create a script to control calls in the
CDN, otherwise the calls are put into the default mode. A script is
associated with a CDN, so all calls entering a CDN are handled by the same
script.
Association This is a mapping between a script and CDNs. The
Association Table tells the system which script controls the calls entering a
CDN.
Variable This is a user-defined name that represents a value or set of
values. Variables, such as Òafter_hoursÓ representing the value Ò17:00 to
06:00,Ó are defined in the Variable Table.
Profile All CCR application users have a profile that defines their level of
access to the system and the language they will use (French or English).
Operating system
The IPE Module and Application Module provide base operating system
(BOS) software. BOS is release 3 version 7.1 of UNIX System V for 68000-
family CPUs. For advanced users, BOS contains online operating system
information in the form of manual (MAN) pages.