Nortel Proprietary
Prompt
Response
Description
REQ:
NEW CHG
Add or change
TYPE:
ACD
Automatic Call Distribution
CUST:
0-99
Customer Number
ACDN:
XXXX
ACD Queue DN
...
MAXP
XXXX
Maximum Agent Positions
OBTN
NO, ALL, AGT
Observe Tone
Table 9 LD23 Nortel Remote Agent Observe ACD Queue Configuration
The Maximum Agent Positions parameter (MAXP) is the maximum number
of position IDs configurable for the ACD queue. Each Nortel Remote Agent
Observe observation port configured will increment the number of configured
positions on this ACD queue. Nortel Remote Agent Observe Cards may be
configured with a maximum of 16 observation ports.
An Observe Tone (OBTN) may also be set. When observing an Agent, a periodic
tone (every 15 seconds) may be heard. Set to ALL for both the caller and Agent to
hear the tone, AGT for Agent only, and NO to disable the tone.
Note:
This tone is a legal requirement in some regions.
Overlay 11 - The observation ports (odd ports on Nortel Remote Agent Observe
Card, i.e. 1,3,5,7 etc.) are configured as Meridian Modular M2616 sets with the
following requirements.
Prompt Response
Description
REQ:
NEW CHG
Add or change
TYPE:
2616 Ports must be configured as M2616
TN
l s c u
Terminal Number.
DES
d..d
Designator.
CUST
0-99
...
CLS
Class of service entries are separated by a space
SPV
ACD Supervisor
FLXA
Flexible Voice/Data Ports Allowed (
Required for ports 16 –
31 only)
VCE
Voice Port (
Required for ports 16–31 only)
WTA
Warning Tone Allowed (
Required for ports 16–31 only)
...
KEY
0 ACD XXXX 0
XXXX
Key 0 defined as an ACD key specifying Position ID and
queue ID.
KEY
1 MSB
Make Set Busy Key
KEY
2 OBV
Observe Key
KEY
3 RAG
RAG Key
KEY
4—15
UNCONFIGURED
Table 10 LD11 Nortel Remote Agent Observe Observation port Configuration
Planning, Installation and Administration Guide
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