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46 ACD Configuration – Operation Interface
46
3.1. DMS-100 CompuCALL Interface Specification (Q218)
The DMS-100 provides several software options to provide different call
processing features. The Automatic Call Distribution (ACD) is a feature
package on the DMS-100 system that provides an equal distribution of
calls to a configured set of answering positions.
The ACD feature allows Agents assigned to positions to answer calls
assigned to specific queues. Incoming calls are routed to the relevant
queue based on the number dialed. The calls are then answered in priority;
First In First Out (FIFO) order by the most idle Agent.
There are two CompuCALL Application Service Options available from
the DMS-100: the Meridian ACD CompuCALL Options and the Meridian
Digital Centrex (MDC) CompuCALL Option. The Meridian ACD
CompuCALL Options relate to DMS-100 Centrex lines configured with
ACD features (Centrex ACD lines and the voice set support by ACD). The
Meridian Digital Centrex (MDC) CompuCALL Options relate to DMS-
100 lines configured with Meridian Digital Centrex business features.
The Meridian ACD CompuCALL with the Meridian ACD Option allows
customers to develop incoming and outgoing ACD call handling systems.
The primary purpose of the Meridian ACD CompuCALL service is to
provide the DeskTop CTI Application support of coordinate voice with
data (CVD).
The CompuCALL Interface support for coordinated voice and data is
accomplished with a set of application services. An application service is a
group of options for a specific customer application. CompuCALL
Options are a set of options offered by the telephone company to a
CompuCALL customer. The options available on the DMS-100 are the
Meridian ACD CompuCALL Option and the Meridian Digital Centrex
(MDC) CompuCALL Option.
The MDC CompuCALL Option provides application services to non-ACD
lines. The main application of the MDC CompuCALL option is the
coordinated voice and data delivery to an end user work station for
handling incoming calls.
3.1.1. CompuCALL Bandwidth Requirements
The X.25 bandwidth requirements for the CompuCALL Interface are
dependent upon a number of factors. This includes, the Meridian ACD
CompuCALL options selected, selected message(s) and their size, Busy
Hour Call Rate, number of Agents and their activities, and the number of
administrative commands utilized. The following is the bandwidth
calculation which can help determine the physical connections required
when configuring the DMS-100 PG.
Formula 1:
BandWidth (bit/sec) = CallsPH / 3600 * TotalBytesPC * ByteToBit *
Occu
Where: CallsPH - average calls per hour (call/hour),