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VU-ACD™/100 Maintenance Guide – Host/DOS
Configuration Changes
5.4.5
Datacomm Connectivity
InterLink outputs carry varying amounts of data depending on the maximum agent capacity for each
ACD Group/Team being transmitted over the link. Bandwidth requirements increase proportionately
with the number of agent event messages being transmitted over each InterLink output. The two options
for connecting VU-ACD/100 hosts via InterLink are RS-232 serial asynchronous and LAN.
RS-232 data links must be dedicated and permanently configured (in-house direct connected or leased
lines); dial-up connectivity is not supported. Baud rates are limited to 9600 bps or 19200 bps. Line
drivers and leased line modems can be used to extend the communication between hosts.
LAN connectivity offers the potential for greater available bandwidth and makes use of existing net-
working infrastructures. TCP/IP protocol and Ethernet or Token Ring media are supported on all
VU-ACD/100 hosts. Planning for LAN connectivity requires the assistance of a LAN administrator
familiar with the IP addressing and routing schemes employed within the network.
The number and type of links directly affect individual host configurations. Serial port cards must
accommodate the total number of ports required for InterLink, remote terminal and device interfaces.
Host IP addresses, Service Numbers (TCP/IP Port IDs), network drops and routers must be identified and
tracked for LAN connectivity.
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For additional information on VU-ACD/100 host datacomm requirements, refer to the
VU-ACD/100 Host Installation Guide.
5.4.6
Expanded Device Support
InterLink allows customers to increase the number of remote terminals, printers, modems and other
devices beyond those published for large VU-ACD/100 host configurations. InterLink allows the daisy-
chaining of switch data streams interfaced to one host to other VU-ACD/100 hosts for display and report
processing. Each host retains control of device configuration and user access permission for devices
connected to it. The effectiveness of this scheme is limited by:
•
Amount of data routed over each InterLink output
•
Available bandwidth of the connectivity method
•
Processor overhead for each host.
The processing of event messages on one VU-ACD/100 host before being routed via InterLink to another
host increases the latency (time delay) between receipt of switch event data to MIS data display on
downstream host(s).
Although theoretically possible, Perimeter Technology does not recommend creating InterLink outputs
from one downstream host to another downstream host to further expand device support. Display latency
of ACD event data increases as the number of processing points in a single chain (InterLink Input to
InterLink Output) grows.
Refer to the VU-ACD/100 System Planning Guide for additional configuration guidelines.
5.4.7
Redundant Configurations
Another application of InterLink is support for redundant host configurations. In this application two
identical hosts are linked together with common data streams. Although automatic switch over of switch
links and devices is not supported, InterLink does facilitate the maintenance of common databases with
identical data storage. Duplicate but separate archival backups are automatically maintained.
With identically equipped hosts, if a host failure occurs, manually removing and reconnecting cabling
connections can quickly restore operation.
Refer to the VU-ACD/100 System Planning Guide for information on possible redundant host
configurations.
