5-4
Configuration Changes VU-ACD™/100 Maintenance Guide – Host/DOS
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To avoid potential shut down of the ACD MIS always review the conse-
quences of adding agent positions in the DMS-100 before making changes. If
an upgraded VU-ACD/100 license is required, purchase and install the
upgrade before adding the agent positions.
The VU-ACD/100 system database stores agent data based on agent PIN (Personal Identification
Number) rather than agent position number. An agent can log into any agent position. The
VU-ACD/100 system database process compares agent position numbers to agent login location to derive
the agent PIN when storing agent data.
5.1.4 Subgroups
A Subgroup is created in the DMS-100 by datafilling tables to associate agent positions with a specific
supervisor position. Thus a Subgroup report contains data for this group of agents. A reinitialization of
the DMS-100 data link is required to recognize newly added Subgroups.
When enabled the Subgroup number appears in an event message along with the Group number (PDN).
Reports by Subgroup contain agent data having the same Subgroup number.
5.1.5 BCS/Feature Packages
The generic switching control software in a DMS-100 switch is identified by its Batch Change Supple-
ment (BCS) version. VU-ACD/100 supports the features and functions available in BCS versions from
BCS 30 to BCS 36 and some features of BCS 42.
The data link between each DMS-100 and VU-ACD/100 host is sourced by a Multiple Protocol
Controller (MPC) or Enhanced Multiple Protocol Controller (EMPC) card in the switch. Datafill in the
DMS-100 determines the MIS content of the MPC or EMPC based on BCS version. For example, a
DMS-100 running BCS 35 can be set to filter the MPC data link indicating BCS 33 events.
Each BCS version includes a number of Feature Packages that can be separately enabled. Refer to
Section 2.7.3 and Table 2.1 in the VU-ACD/100 Installation Guide for a list of ACD Feature packages
available in BCS 35.
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MultiLink does not require that all data links be at the same BCS level.
However, Load Management and reporting capabilities will be limited to those
supported by the BCS level of each data link.
For Centrex ACD operation a minimum number of Feature Packages must be enabled. Other functions
require additional packages. Certain Load Management commands require that specific feature packages
be enabled.
When the switching generic is upgraded from one BCS version to another, the VU-ACD/100 adminis-
tration work with the switching center to assure that:
❏
All current ACD datafill is restored following the upgrade. Typically, the BCS installation
process overwrites existing table data with default values.
❏
MPC or EMPC card is reinitialized and the X.25 packet link to the VU-ACD/100 host is
successfully established.
❏
Desired Feature Packages, including those newly available in this generic, have been
enabled.
