VMSC - MAS - Telephony Interface - ACD Tab (Set Emulation)

Automatic call distribution (ACD) is a form of integration available only with NT M-1 switches using Digital Set Emulation integration.

To configure settings for agent-based ACD and position-based ACD, use the Telephony Interface dialog box, ACD tab.

To view Telephony Interface ACD Set Emulation properties:

In the Voice Mail System Configuration window, click the voice mail domain.

Click Message Application Servers.

Click on the MAS you want to configure.

Double-click the Telephony Interface.

The system displays the Telephony Interface dialog box for the selected MAS with the General tab active.

To configure Telephony Interface ACD Set Emulation properties, complete the following fields:

Enable ACD Select to enable the voice mail system to use ACD as the form of integration. This check box is cleared by default.

Selecting this option activates all the other fields in the tab.

Outcall Key Select the key that must be pressed to make an outgoing call. You can select from characters A through H, and the default is B.

Incall Key Select the key that must be pressed to answer a call. You can select from characters A through H, and the default is A

MSB Key Select the key that must be pressed for ‘make set busy’. You can select from characters A through H, and the default is C.

MSB Lamp Select a value that identifies the lamp on the handset associated with ‘make set busy’. You can select a digit from 0 through 7, and the default is 2.

Configure the port fields listed in the grid:

Enable or disable ports as required, by selecting or clearing the check boxes to the left of each port. All ports are selected by default.

Port The port number is read only.

Agent ID Enter the ACD agent login IDs for ports that you have configured on the switch. You can enter up to thirty digits for each agent ID.