VU-ACD™/100 Maintenance Guide – Host/DOS Configuration Changes
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5.0 Introduction
This section briefly reviews the implications of changing the overall VU-ACD/100 system configuration.
Two broad categories of change are explored – Nodes (DMS-100, 5ESS, Net-VU, InterLink) and ACD
MIS devices.
5.1 DMS-100 Related
Changes made to the datafill in the DMS-100 may affect the information contained in the data stream
going to the VU-ACD/100 ACD MIS. It is important to understand the consequences of datafill and
Load Management changes on VU-ACD/100 displays and reports.
The subsections below briefly outline the impact to the ACD MIS when DMS-100 data parameters are
altered via datafill at a Maintenance Administration Position (MAP) terminal or by Load Management
command from the VU-ACD/100. Section 4.2 outlines DMS-100 datafill requirements for Centrex ACD.
Refer to the VU-ACD/100 Load Management Guide for extensive discussion of Load Management
capabilities.
5.1.1 ACD Groups
DMS-100 ACD Centrex relies on ACD Groups as the principal means for organizing ACD services.
Each ACD Group is associated with a single Primary Directory Number (PDN). One or more (up to 16)
Supplementary Directory Numbers [SDNs] may also be associated with an ACD Group (PDN).
The VU-ACD/100 system database stores information by reading the Group Number (PDN) prefix and
Directory Number (PDN or SDN) suffix in each event message [PDN/PDN or PDN/SDN combination].
When a new PDN is encountered in the group prefix, the data is stored as an unknown group until
initialization data is received from the DMS-100.
Reinitialization can be triggered at the DMS-100 or from the VU-ACD/100 Maintenance Menu.
A reinitialization causes the loss of data and should be performed during off peak traffic
hours to minimize disruption.
Event messages for an unknown ACD Group are stored in the database and acknowledged with error
messages in the system log. Deleting an ACD Group in DMS-100 datafill has no affect on the
ACD MIS.
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ACD Groups must be added to the same Pool and Subpool in the DMS-100 table
structure serving the Call Center. If an ACD Group is added to the same Pool but
a different Subpool, Load Management changes to the new ACD Group may not
be possible.
ACD Group reports contain data for calls made to all PDNs and SDNs having the same group prefix.
Directory Number reports pull information for all events having the same DN suffix (see Figure 5.1).
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An ACD Group Report run for a PDN may not contain the same data as a DN Report
for the PDN. The ACD Group report will include data for all SDNs associated with the
PDN. DN reports only contain data for the specified PDN/PDN combination.
An ACD Group is created via datafill in several DMS-100 tables. The group is serviced by hardware
circuits providing lines, trunks and services. Each group includes a group number (PDN) and a default
group description. The group description can be modified for reporting purposes via the VU-ACD/100
System Descriptions Menu.
