HTU December 2013 UTH
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
Contents .................................................................... i Contents ............................................................................... iii Preface ................................................................................... 9 1. Overview ....................................................................... 13 1.1. ACD Interface Requirements .......................................................... 14 1.1.1. 60BAura Contact Center ACD Scripts .....................
iv Contents 2.2.10. 2.2.11. 2.2.12. 2.2.13. 2.2.14. 2.2.15. 2.2.16. 78BNACD_Ping ........................................................................... 31 79BNACD_Dequeued ................................................................. 32 80BRouted ................................................................................... 32 81BGive_Busy ............................................................................. 33 82BGive_Overflow ........................................................
v Contents 3.6. Maintaining Your Configuration ..................................................... 49 4. Post-Routing ................................................................. 52 4.1. Changes to the NCCM server Configuration ................................. 53 4.1.1. 107BReserve CDNs or DNISs ....................................................... 53 4.1.2. 108BDO_POST_ROUTE Section of Master Script ....................... 53 4.1.3. 109BExample of Post-Routing Section in Master Script ........
vi Contents 6.1. Supporting Agent Re-skilling at the Unified ICM Software.......... 71 6.2. Using the SEI Lite Feature with AAS.............................................. 71 6.2.1. 134BMinimum System Requirements ........................................... 72 6.2.2. 135BKnown Limitations of the SEI Lite Feature ............................ 72 Index ......................................................................................
vii Contents Tables Table 1: Symposium ACD Requirements ........................................................... 19 Table 2: Symposium-to-ICM Agent State Mapping ............................................ 46 Table 3: Param String Format Examples ............................................................ 48 U U Figures Figure 1: Symposium Hardware Configuration ................................................... 14 Figure 2: Unified ICM Software Setup pre-4.5 (for Symposium ACD 1.5) ..............
Preface Purpose 10B This document contains the specific information you need to maintain a Aura Contact Center Peripheral Gateway (PG) in a Cisco Unified Contact Center Enterprise (Unified CCE) environment. It is intended to be used as the Aura Contact Center-specific companion to the Cisco Unified ICM software documentation set.
Preface Provides specific information on setting up a Aura Contact Center PG by using the Web Setup tool, and configuring a Aura Contact Center PG by using the Unified ICM configuration tools. This chapter also describes the relationships between the Aura Contact Center ACD objects and the Unified ICM database objects.
Preface 11 Other Publications 14B For more information on the Unified ICM software, see the following documents: Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Cisco Unified Contact Center Enterprise Installation and Upgrade Guide Configuration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Product Description Guide for Cisco Unified ICM Hosted Scripting and Media Routing Guide for Cisco Unified ICM Enterprise For information on Cisco
Preface Documentation Feedback 16B You can provide comments about this document by sending email to the following address: ccbu_docfeedback@cisco.com H H We appreciate your comments.
1. Overview The Aura Contact Center PG communicates with the Nortel Contact Center Manager (NCCM) server to obtain call and agent state information. Specifically, the PG communicates with the NCCM server by using three interfaces. All three interfaces are required by the PG: Meridian Link Interface (MLink). This interface is used to obtain information about call state. It also supplements the agent state information provided by the RTD interface and implements third-party call and agent control.
Overview 1.1. ACD Interface Requirements A Aura Contact Center ACD configuration consists of a Meridian 1 switch (Option 11C, Option 51C), a NCCM server (formerly known as Aura Contact Center Server or SCCS), a switch Administration & Data Server (ADS). The Meridian 1 switch, the NCCM server, and switch ADS are connected together via a private Ethernet subnet that Avaya refers to as an ELAN. (See Figure 1.
ACD Interface Requirements 15 While configuring the Network Interface Controller (NIC) cards and switch ports, ensure that: The speed and duplexity of the PGs and switch are set to 100Mbps/full duplex. The network bindings on the PGs have the visible network listed first. See also: For more information on the Meridian Link Services 4.0 and Meridian PIM configuration, see the Cisco Unified ICM ACD Supplement for Nortel Meridian. 1.1.1.
Overview script have corresponding applications against which performance information is gathered. For example, a call center might have two scripts in addition to the master script, perhaps a “Sales script” and a “Service script.” All performance information (e.g., calls answered, calls abandoned) for calls being handled by the Sales script are pegged against the corresponding Sales application.
ACD Interface Requirements Dependencies and patches for the Swap feature support in SoftPhones and HardPhones: 136B The following patches are required for Swap feature support on: Aura Contact Center SCCS 5.0: SU 05 SUS0501/02/03 NN_SCCS_5.0_DP_050302_S [mandatory] NN_SCCS_5.0_DP_050301_S [optional] NCCM 6.0: SU03 SUS0301 PEP_030130_RU Meridian Option11C switch with Release 25.40B: MPLR18683 MPLR20429 MPLR19115 Nortel CS1000 Succession 4.0 or 4.
Overview ITEM > cls aha (code to enable feature) >**** (to save and exit) Note: Meridian Option11C switch with Release 25.40B is no longer supported with Unified ICM. For the latest and updated information on Unified ICM-ACD supportability, refer Cisco Unified ICM Supported Switches (ACDs) at: http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technic al_reference_list.
ACD Interface Requirements 1.1.4. Hardware and Software Requirements 63B To work with the system software, the Aura Contact Center must be configured with the hardware and software listed in Table 1. X X Table 1: Aura Contact Center ACD Requirements Releases Supported For specific release information for Aura Contact Center, see the Cisco Unified ICM Supported Switches (ACDs) document, located at Cisco.com.
Overview 1.1.5. Special Requirements The HDX interface requires that the NCCM server scripts be modified 64B to include SEND INFO commands that notify Unified ICM when a call state transition occurs. (See Chapter 2, “ACD Configuration,” for more information.) You must set up the Avaya HDX and RTD client communications environment on the machine on which the Aura Contact Center PG will run. (See “Aura Contact Center PG Platform Requirements,” later in this chapter for more information.
ACD Interface Requirements 21 use the QUEUE TO NACD command – understanding that Unified ICM software reporting will then be inaccurate, as mentioned in the preceding bullet. However, the recommendation is that you find an alternate method that does not use NACD DNs. Avaya’s Network Skillset feature is not supported. The Swap feature is not supported when CTI OS is used with the Aura Contact Center ACD.
Overview 1.1.9. CTI Server Restrictions The Peripheral Gateway (and thus CTI clients) will not receive a 68B CallEstablished Event for an off-switch call. As a result of this limitation, the feature conference operation on off-switch is not supported. The soft-phone has no way to know that the call has been connected off-switch, and thus the application requires manual intervention from the agent (who will either hear a dial-tone, a ring, or an answer, etc.
Aura Contact Center PG Platform Requirements 23 1.2. Aura Contact Center PG Platform Requirements You must set up the Avaya HDX and RTD client communications environment on the machine(s) on which you will run Aura Contact Center PG(s). See also: See “Configuring the Communications Environment” in Nortel Host Data Exchange API Programmer’s Guide and Nortel Real Time Data API Programmer’s Guide for information on setting up the Nortel HDX and RTD client communications environment.
24 Overview
2. ACD Configuration Some configuration settings on the Aura Contact Center ACD must be changed to ensure proper operation with Unified ICM. For example, the NCCM server scripts must be modified to notify Unified ICM of call state transitions. This section describes the ACD configuration adjustments necessary for the Aura Contact Center to work with Unified ICM. It also provides guidelines that will help you maintain your Aura Contact Center and Unified ICM configurations.
Error! No text of specified style in document. 2.1. Configuration Prerequisites Contact Avaya to make sure you have all the latest hot-fixes and patches for your ACD and for your particular country. Cisco cannot provide this information. Without the appropriate hot-fixes and patches, you may not be able to properly enable third-party call control on the ACD. 2.2.
Script Modifications for Call Processing 27 2.2.1. Arrived 69B 1 You must put an Arrived command in your NCCM server master script. It tells the Aura Contact Center PG that a call has arrived at the Master Script. This command may follow a GIVE RINGBACK command, but must precede all other call processing commands in the master script (see the example that follows). TPF FPT The parameters (in the order specified) are: 2 Aura Contact Center Route Number .
Error! No text of specified style in document. VALUE Route20: route_num ASSIGNED 20 VALUE Route30: route_num ASSIGNED 30 DEFAULT: route_num ASSIGNED -1 END WHERE /* trans_conf_flag is a call script variable of type integer */ IF ( TRANSFERRED ) THEN trans_conf_flag ASSIGNED 1 ELSE IF ( CONFERENCED ) THEN trans_conf_flag ASSIGNED 2 ELSE trans_conf_flag ASSIGNED 0 END IF END IF /* Inform the PG that a call has arrived at the Master Script.
Script Modifications for Call Processing 29 2.2.3. Enqueued 71B This command must immediately follow every QUEUE TO SKILLSET NCCM server script command and every QUEUE TO SKILLSET BY LONGEST IDLE AGENT script command. (Also see the “Enqueued_MLA” sections that follow.) The parameters are: Priority (a number from 1 to 6). This is the same as the number specified in the WITH PRIORITY clause of the QUEUE… script command. If there is no such clause, specify 6. Skillset name(s).
Error! No text of specified style in document. For example, the following script command: QUEUE TO SKILLSET MOST LOGGED AGENTS SS1, SS2, … , SS20 B B B B B B must be immediately followed by the following SEND INFO commands: Enqueued_MLA_Begin priority, SS1, … , SS8 B B B B priority always required Enqueued_MLA_Next SS9, … , SS17 B B B B Enqueued_MLA_End SS18, … , SS20 B B B B one (and only one) MLA_End message required 2.2.6.
Script Modifications for Call Processing 31 (See “General Restrictions” in Chapter 1 and “Handling of QUEUE TO NACD Script Command” in Chapter 5 for more information on the use of the NACD_Queued command.) X X X X If you are unable to avoid using QUEUE TO NACD, you must put an HDX NACD_Queued command immediately after every such use. In addition, you must also use the HDX NACD_Ping command as described in the next section. The parameter is: ACD DN.
Error! No text of specified style in document. You must also ensure that PING_LOOP is entered no more than N seconds after the first QUEUE TO NACD command for the call was executed. Here is a simple example: QUEUE TO NACD 5072 SEND INFO GeoTel_id hdx_nacd_queued, nacd_5072 QUEUE TO NACD 5111 SEND INFO GeoTel_id hdx_nacd_queued, nacd_5111 EXECUTE PING_LOOP Where nacd_5072 and nacd_5111 are global script variables containing the strings 5072 and 5111 respectively. 2.2.11.
Script Modifications for Call Processing 33 “local” if ROUTE CALL XXXX or ROUTE CALL XXXX CONTROLLED was executed, where XXXX is a number local to the NCCM server system. For example if 5100 is an ACD queue on the NCCM server system then, ROUTE CALL 5100 must be followed by SEND INFO GeoTel_id hdx_routed, local_str where hdx_routed and local_str are global call variables containing the strings “Routed” and “Local” respectively. Otherwise, there are no parameters. 2.2.13.
Error! No text of specified style in document. 2.2.14. Give_Overflow 82B Unlike most of the commands in this chapter, this command must immediately precede every GIVE OVERFLOW NCCM server script 1 command . TPF FPT The parameter is: “controlled” if GIVE OVERFLOW CONTROLLED was executed. In this case, a Controlled_Returned SEND INFO script command must immediately follow the GIVE OVERFLOW script command. (See the next section, “Controlled_Returned.”) Otherwise, there are no parameters. 2.2.
Meridian Mail Considerations 35 Routes must have DNIS enabled. The Aura Contact Center routes (trunk groups) on which the calls arrive must have DNIS enabled. You must not configure a Route Number of zero (0). IAPG not used. The IAPG parameter is not used for Aura Contact Center. Therefore, it does not matter what value is set in that field. Set ISAP=NO (default). If ACD DNs must be configured, set ISAP to YES. If DNs in ACD queue must be configured, set ISAP to NO.
Error! No text of specified style in document. Mail is when the call has arrived in the Aura Contact Center and gives treatments such as play announcements, menus, etc. It may not be required to track all individual call treatments. In the example that follows, observe that the commands “Open Voice Session” and “GIVE IVR interruptible 2999…” are both within the Aura Contact Center script, and are both Meridian Mail treatments even though one command says to GIVE IVR.
3. Web Setup Tool and Configuration The Web Setup Tool is used to install Unified ICM software components such as the Aura Contact Center PG software. A separate suite of Unified ICM software configuration tools is used to configure the Aura Contact Center PG. This chapter provides information specific to setting up a Aura Contact Center PG by using the Web Setup Tool. It also provides information specific to configuring a Aura Contact Center PG by using the Unified ICM configuration tools.
Error! No text of specified style in document. 3.1. Web Setup Tool Before you use Web Setup Tool to install the Aura Contact Center PG, you must first create a peripheral object for the PG by using the Unified ICM Software configuration tools. Specifically, use Configure Unified ICM software or the newer PG Explorer tool (available in ICM 4.5 and greater) to configure a peripheral object for the PG.
Web Setup Tool 39 Peripheral ID. Set this field to the integer identifier for the peripheral (ACD) from the Peripheral table of the Unified ICM database. This is the value you obtained when you created a Peripheral object for the Aura Contact Center PG in Configure Unified ICM (or the newer PG Explorer tool.) NCCM server Host. Set the NCCM server Host Name to the IP name or IP address of your NCCM server. Note that if you use a name it must be in the “hosts” file used by the PG.
Error! No text of specified style in document. 3.1.3. RTD Configuration 87B Make the following settings in the RTD Link Configuration section: Client Login. Set the Client Login field to the user name you have set up on the NCCM server system for RTD requestors. The default is “sysadmin.” Client Password. Set the Client Password field to the password for that user. The default is “nortel.” 3.1.4.
Unified ICM Software Configuration 41 Note: In earlier releases of Unified ICM, the Configure ICM software tool was used to configure objects in the Unified ICM database. In Unified ICM 4.5 and beyond, a new set of configuration tools are available. In Unified ICM 4.5 and greater, use the Unified ICM Software Configuration Manager to start the appropriate configuration tool (For example, the PG Explorer tool). 3.2.1.
Error! No text of specified style in document. Note that the Aura Contact Center ACD supports configurations in which multiple IDC (incoming digit conversion) tables are used to map a single DNIS value to different Aura Contact Center CDNs depending on which Aura Contact Center Route (Unified ICM software Peripheral Trunk Group) the call arrives. If you use this feature, you must be careful when configuring Network Trunk Groups and Peripheral Targets in Unified ICM.
Unified ICM Software Configuration 43 3.2.4. Trunk Configuration 92B The Aura Contact Center PG does not monitor individual trunks. Therefore, you don’t need to configure individual Unified ICM trunks for Aura Contact Center ACDs. 3.2.5. Service Configuration 93B A Unified ICM service is equivalent to a Aura Contact Center application. Depending on the version of Unified ICM you are running, use either Configure Unified ICM software or the Service Explorer tool to create a service.
Error! No text of specified style in document. NCCM server administrator. Use SS as the Aura Contact Center skill set and SG as the corresponding Unified ICM software skill group. Unified ICM configuration for SG must contain a sub-group for every priority level at which some agent is a member of SS. For example, if agent A is a member of SS at priority 1 and agent B is a member of SS at priority 5, and no other agents belong to SS, then SG must be configured with subgroups 1 and 5.
Unified ICM Software Configuration 45 Depending on the version of Unified ICM you are running, use either Configure Unified ICM Software or the Agent Route Explorer tools to configure agents. You must enter every Aura Contact Center agent into Unified ICM configuration. Set the Unified ICM Software Agent Peripheral Number to the Aura Contact Center Agent ID. Note 1: The ACD positions used by agents (known to Unified ICM) have to be configured as AST.
Error! No text of specified style in document. 3.2.11. Translation Routes 9B The Aura Contact Center PG supports Translation Routes. See Chapter 4, “Post-Routing” for more information on Translation Routes. X X 3.2.12. Route Configuration 10B A Unified ICM route is one or more Unified ICM software peripheral targets. A Unified ICM peripheral target is a network target identified by a network trunk group and DNIS that terminates on the Aura Contact Center ACD.
Unified ICM Software Configuration 47 for these positions. It also allows the PG to associate IDNs with their corresponding position ID values. If you don’t configure all of your positions correctly you may experience difficulty monitoring data and using Enterprise CTI. Depending on the version of Unified ICM you are running, use either Configure ICM software or the PG Explorer to configure ACD positions and IDNs in the Peripheral Monitor table.
Error! No text of specified style in document. Do not add duplicate entries in the Peripheral Monitor table. This leads to the corruption of the table. You cannot change the Peripheral Monitor type from Meridian position to CDN and vice versa if the configuration parameters remain the same. 3.3. IVR Port Configurations To configure the IVR Port in Unified ICM, add the ACD single line sets/IVR ports in the Peripheral Monitor table just as we would, the position ID and DN of a real agent.
Maintaining Your Configuration 49 [HKEY_LOCAL_MACHINE]\SOFTWARE\Cisco Systems\CTIOS\Server\Agent\ReasonCodes\NotReady\ Specify Not ready reason code as 1. 3.4.3. Meridian PBX and SCCS Configuration 106B You need to configure Activity codes for the following: Agent sets on Meridian SCCS 3.5. Special Considerations in NAM Environments In a Network Applications Manager (NAM) environment, multiple Customer ICM software systems (CICMs) can share the same ACD.
Error! No text of specified style in document. be created with defaults, and manual updates within Unified ICM configuration are necessary to give appropriately descriptive names. For details, refer to Chapter 7, SEI Lite Interface with Avaya Aura Contact Center. X X X X 50 Addition of a new Aura Contact Center route. Changes to ACD positions and IDNs must be reflected in your Unified ICM Software Peripheral Monitor table.
Maintaining Your Configuration 51 51
4. Post-Routing This chapter describes the changes you must make to Unified ICM configuration, NCCM server configuration, and the NCCM server scripts to be able to post-route calls using the Aura Contact Center PG. It also discusses any considerations you should be aware of when using PostRouting or Translation Routing on the Aura Contact Center PG.
Changes to the NCCM 53server Configuration 53 4.1. Changes to the NCCM server Configuration This section describes the changes you need to make to your NCCM server configuration to be able to post-route calls. Important: Commands related to post-routing must be placed in the NCCM server Master Script. If you do not do this, the post-routed call will not be attributed to the correct Unified ICM service (NCCM server application). 4.1.1.
Error! No text of specified style in document. SEND REQUEST pr_req, , , , Where: identifies the Aura Contact Center PG (see Chapter 2 for more information on .
Changes to the NCCM 55server Configuration 55 server script variables. You can then use these variables in your NCCM server scripts to help control how calls are processed. Which Unified ICM call variables are returned is specified by the Unified ICM Call Control Variable map (see the section “Changes to the Unified ICM Software Configuration”). All GET RESPONSE 1 commands must specify the same number of .
Error! No text of specified style in document. GET RESPONSE messages are necessary because the script compiler will not allow a single GET RESPONSE to be placed at the end of the where clause */ WHERE CDN EQUALS VALUE XXXX: SEND REQUEST GeoTel_id pr_req, pr_dn_XXXX, clid_ani, dnis_value, GET RESPONSE GeoTel_id post_route_status_str, type, value, . . .
Changes to the Unified ICM Software 57 Configuration 57 SECTION POST_ROUTE_FAILED WHERE post_route_status EQUALS /* A status value of 1 means that the GET RESPONSE script command timed out.
Error! No text of specified style in document. 4.2. Changes to the Unified ICM Software Configuration You need to make the following changes to your Unified ICM configuration for post-routing. 4.2.1.
Translation Routing 59 This specifies that Unified ICM call variable 8 will be returned in the first variable, Unified ICM software call variable 3 will be returned in the second variable and that all GET RESPONSE commands in your NCCM server scripts will have exactly two variables. Note: Whenever you change the Call Control Variable Map, you need to restart the Aura Contact Center PG for the new Call Control Variable Map to take effect. 4.3.
Error! No text of specified style in document. For each Rd created above, create a single peripheral target PTd with the DNIS set to D. The network trunk group can be set to any valid trunk group for the peripheral. Each PTd should target its corresponding Rd. Note that the same peripheral targets are used for all routing clients. B B B B B B B B For each of the PTd created above, create one label Ldr for each routing client R that will target calls to this translation route.
Error! No text of specified style in document.
5. ACD-Specific Interpretation of Unified ICM Software Data This chapter discusses principles to keep in mind when attempting to compare Unified ICM database reporting elements to the reporting elements of the Aura Contact Center ACD.
Method of Attributing Calls to Services 63 5.1. Method of Attributing Calls to Services The Aura Contact Center PG attributes a call to the service corresponding to the application associated with the first primary script to which the call interflows. It will not change the associated application if the call interflows to another primary script. This is the same as what the NCCM server does. See “Interflowed’ in Chapter 2, “ACD Configuration,” for more information.
Error! No text of specified style in document. 1 really is. If the agent enters the “Not Ready” state in this interval , the PG will assign all of the time since the call hung up to the handle time for the call, even if the agent had actually entered the NCCM server “Idle” state after the call hung up and had subsequently entered the “Not Ready” state.
Handling of QUEUE TO NACD Script Command 65 will receive a Controlled_Returned SEND INFO script command indicating that control has returned to the NCCM server script (see “Controlled_Returned” in Chapter 2, “ACD Configuration,” for more information). If it does not receive such a command during the period, it assumes the call is no longer under the control of the NCCM server software and behaves as in “Handling of ROUTE CALL Script Command,” earlier in this chapter.
Error! No text of specified style in document. sure that the last case has occurred, because NCCM server does not send it any message when the call is answered by a remote site. So, when the PG receives an HDX NACD_Queued message telling it that a QUEUE TO NACD command has been executed for a call, it sets a timer T whose duration in seconds is specified by the registry entry (relative to HKEY_LOCAL_MACHINE/SOFTWARE): Cisco Systems, Inc.
Command Handling of GIVE OVERFLOW CONTROLLED Script 67 from real time calls in queue statistics. The disposition in the termination call detail record is set to “Disconnect Drop No Answer.” The call is reflected in historical service records as a “terminated other” call. 5.10.
6. SEI Lite Interface with Avaya Aura Contact Center This chapter gives an overview about how the Avaya Aura Contact Center administration interfaces with the NCCM server Aura Contact Center Event Interface (SEI Lite) interface using the Automated Administrator for Symposium (AAS) software. Please be informed that the AAS is an 1 optional package with the Avaya Aura Contact Center PG .
Supporting Agent Re-skilling at the Unified ICM Software 71 6.1. Supporting Agent Re-skilling at the Unified ICM Software The Aura Contact Center PIM can be modified to update the dynamic change in the agent or skill group mappings at the Unified ICM database. The change of agent skill group mapping or association can be done at the Agent Explorer/Skill Group Explorer. Alternatively, it can be made in the Aura Contact Center configuration when AAS is in use. For details about AAS, refer to Section 7.2.
Error! No text of specified style in document. 6.2.1. Minimum System Requirements 134B Following are the minimum system requirements for the SEI Lite interface to be integrated with the NCCM server via the AAS: Product Required Version NCCM server 5.0 SU03 (with designer patch (NN_SCCS_5.0_DP_03_S) or SU6 Aura Contact Center Event Interface No separate versioning required here ICM ICM Releases 5.0(0) SR10 and 6.0(0) SR3 (with any appropriate patches) 6.2.2.
Using the SEI Lite Feature with AAS 73 73
Index-1 Index A AAS, 71 ACD configuration, 25 ACD script modifications, 26 ACD scripts, 15 Active, 45 agent re-skilling, 71 Agent states, 45 Application, 16 Arrived command, 27 Associate Telephone (AST), 35 Aura Contact Center ACD capacity, 36 Aura Contact Center Event Interface, 70 Aura Contact Center Server (SCCS), 14 Aura Contact Center Server(SCCS), 14 Available, 45 B Break, 45 Busy, 45 C Call Control Variable Map, 59 Call Presented, 45 Caller-entered digits (CED), 60 Client Host Name field, 40 Clien
2 Index-2 L Post-Routing, 53 Primary script, 15 Labels, 59 Link Host Name field, 39 Link Machine field, 39 Q QUEUE TO NACD command, 20, 28, 30 M Master script, 15, 54 post-routing example, 56 Master Script example, 27 Meridian Link Configuration, 39 Meridian Link Interface (MLink), 13, 19 Multiple application support, 20 N NACD_Dequeued command, 32 NACD_Ping command, 31 NACD_Queued, 30 nbnmsrvc.exe, 23 nicoms_1.
