Instruction manual

Meridian 911 Page 2047 of 3156
Features and Services
Automatic Call Distribution Interactions
ACD-C Reports
The Meridian 911 product does not change the ACD-C reports. M911 will use
the ACD-C reports for CDNs as introduced for Customer Controlled Routing
(CCR).
Only four of the fields in the report will have any meaning. Because M911
uses the Route-to Application Module Link (AML) message instead of the
Queue-to message, only “Route To”, “Default DN”, “Abandoned”, and
“Calls Accepted” are meaningful. Those calls that are successfully routed
count towards the “Route To” category. Those calls that get default treatment
count towards the “Default DN” category. Those calls that abandon while
they are in the CDN queue count towards the “Abandoned” category. The
“Calls Accepted” category will be the sum of the “Route To”, “Default DN”,
and “Abandoned” categories.
The “# of Calls in the Queue” category represents those calls that are sitting
in the CDN queue. This should always be zero, since calls waiting for a
Route-to request from the Application Module are sitting in a timing queue
as opposed to the CDN queue.
M911 calls routed to an ACD answering center will show up in the normal
ACD queue and agent reports for that queue. Calls routed to MADN
answering centers will show up only in the CDN report.
ACD-D Auxiliary Message
No changes to the ACD-D reports are needed for Meridian 911.
Controlled Directory Number (CDN) Ceiling
The CDN ceiling feature returns busy tone to calls arriving at the CDN while
it is in default mode. If a 911 call should arrive while these conditions are true,
the 911 call will not hear busy tone, but will be linked into the default
destination ACD DN’s queue. Therefore, the setting of the ceiling value is
irrelevant if only 911 calls are expected at the CDN. The ceiling value will,
however, still be applied to non-911 calls arriving at the CDN.
Controlled Directory Number (CDN) Ringback
911 calls get ringback immediately upon arrival at a CDN, whereas CCR calls
do not.