5-6
Configuration Changes
VU-ACD™/100 Maintenance Guide – Host/DOS
The following guidelines apply to Load Management use:
❐
Load Management is an effective means for managing switch configurations on an hourly,
daily and weekly basis. However, its use requires an understanding of the DMS-100
switching environment, including datafilled queuing and routing configurations.
❐
Carefully analyze ACD MIS reports to plan and monitor the effects of Load Management
changes. Run historical reports before and after making Load Management changes to
assure that the desired change has been made with no unanticipated consequences.
❐
Begin with simple changes and gradually work up to the scope of changes required to meet
Call Center requirements.
❐
In MultiLink configurations, Load Management capabilities will be limited to those
supported by the BCS level of each data link.
❐
In configurations equipped with the Adherence To Schedule option, avoid using conditional
Load Management macros which can unpredictably change an agent’s state and thus trigger
Out Of Adherence alarms..
5.1.7
DMS-100 To Call Center Network Configuration
The ACD MIS Messaging Specification published by Northern Telecom and the basic design of the
VU-ACD/100 assume that Centrex ACD services are being provided directly from a DMS-100 switch to
the Call Center (see Figure 5.2). This basic configuration assumes a direct line connection from an agent
telset to the DMS-100. The DMS-100 is solely responsible for routing and queuing incoming calls.
Some Centrex ACD configurations place an End Office (EO) between the Call Center and the DMS-100
(see Figure 5.3). The DMS-100 becomes a service switch with inbound calls and agent telsets being
connected through the EO switch to the DMS-100. In this concentrator configuration, there is the poten-
tial for network blocking conditions to occur when the number of lines/trunks to/from the DMS-100 is
insufficient to handle unanticipated call volumes. The number of abandoned calls could be excessive but
not necessarily related to not having agents available to answer calls.
A more recent development is the placement of an Auto Attendant between the DMS-100 and agent
telsets to provide additional call routing before a call reaches an agent (see Figure 5.4). In this config-
uration, all calls routed through the Auto Attendant will be viewed by the DMS-100 as a transfer and so
reported in the data stream to the ACD MIS. VU-ACD/100 allows transfer calls to be counted as calls
offered if so enabled by the administrator. This provision can be selectively enabled for individual ACD
Groups.
