1-4
Introduction
VU-ACD™/100 Maintenance Guide – Host/DOS
VU-ACD/100 also offers the MultiLink option which supports ACD MIS host interfaces to multiple
DMS-100 switches. Call event data from up to 20 data links can be processed, displayed and reported on
via a single ACD MIS host. Load Management for each DMS-100 is also supported across the data
links.
1.4.2 5ESS Topology
5ESS Centrex ACD calls are dynamically processed via Call Queues, Teams and Agents.
A Call Class includes various Telephone Numbers to which a call may be routed. The TN is not directly
analogous to a DMS-100 Directory Number. TNs are associated with Call Queues, Vectors and Agents
IDs.
A Vector is a script driven program that can dynamically assign an incoming call to a Call Queue or other
treatment depending on time, day of week and/or other conditions. Vectored calls are tracked to destina-
tion Queues, but the VU-ACD/100 does not provide a means for viewing or changing the contents of
individual vectors.
A Team handles calls from one or more Call Queues. As a Serving Team it functions as the primary
entity for answering calls from a Call Queue. As a Supporting Team it can receive calls intraflowed from
another Team. Intraflow occurs when a Time Delay Overflow threshold has been exceeded. Supporting
Teams are analogous to the logical queues used by the DMS-100. Queue-to-Team assignments,
including Intraflow parameters and queue “close down” (Night Service) can be scheduled to change
throughout the work day and work week.
Each Agent is assigned to a Team based on the Agent’s logon ID. A TN known as a Direct Agent
Access (DAA) is assigned to every Agent ID. An ACD call can be routed directly from a Call Class to
an agent via the DAA (bypassing the Call Queue).
Planning for a 5ESS or Net-VU interface requires an up front analysis of the types of calls to be handled
by the call center. This planning is essential to successful implementation. Provisioning a 5ESS
data link means establishing a database of ACD entities using switch indices obtained form the telco
supplying ACD services (5ESS).
Unlike the DMS-100 the 5ESS switch does not download an existing ACD queuing and
routing structure for monitoring by the VU-ACD/100 system. Call handling scenarios are constructed
with Vectors (as required) and the VU-ACD/100 Recent Change/Verify (RC/V function using parameters
established by the telco and implemented at the 5ESS switch engine.
1.4.3
VU-ACD/100 Devices
VU-ACD/100 supports multiple serial port interfaces to PADs, link modems, remote terminals, dial-up or
fax modems, printers external displays and Force Management Systems (FMS). During installation the
SCO OpenServer kernel parameters are set to recognize multi-port serial boards and LAN Service
Numbers whose ports can be configured to operate with supported devices. As ACD MIS requirements
change, devices are added/removed from the configuration, the number of serial ports and/or LAN
connections incremented, and the supported device types expanded.
Device configuration is a menu-driven process normally performed by the system administrator.
However, the administrator must work closely with the technician responsible for installing multi-port
serial cards, LAN interfaces and peripheral devices to track port/service number assignments for specific
devices. Section 5.2 reviews the process for configuring serial devices connected to the VU-ACD/100
host.
