Meridian Link/Customer Controlled Routing, Installation And Upgrade Manual

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Chapter 13: Meridian Mail configuration 357
Meridian Link Release 5C/CCR Release 3C Installation and Upgrade Guide
Meridian Mail call processing
Figure 94 shows the relationship between the Meridian 1 and Meridian Mail
DNs and voice channels. The Meridian Link-based application separately
acquires each channel, identifying it by its channel class. The Meridian Mail
system messages also identify calls by the channel class.
Figure 94
Meridian Mail call processing
7650
ACD-DN
(Mail queue)
Pos. ID 7651
Channel 2
Channel 3
Channel 4
7660
Messages
to/from
Meridian
Link-based
application
Incoming
calls
Voice channels
(virtual agents
of the mail queue)
Meridian Mail
voice channels
(identified by
class number) Mailbox assigned to
Meridian Link-based
application (holds
voice prompts)
Meridian 1
Meridian Mail
Pos. ID 7652
Pos. ID 7653
Pos. ID 7654
Channel 1
Channel 2
Channel 3
Channel 4
This is how incoming calls are processed:
¥ An incoming call enters the Meridian Mail ACD DN assigned for use
by a Meridian Link-based application, and is held in the mail queue.
¥ When a voice channel is free, a call held in the mail queue is presented
to the channel.
¥ The Meridian Mail system sends a Call Offered message to the
Meridian Link-based application, which must answer the call within 15
seconds.
¥ Once the call is answered, the application plays voice prompts, collects
DTMF digits, and transfers the call to its destination (for example, an
ACD DN or CDN).