Route call to Position ID or Extension

Voice & Telephony
1

Could anybody tell me what is the different call targeting Position ID (thru ACDQ) and Extension for Nortel CS1000? I can see the option use_dn_type in urs option to be set either position or extension.

2

For Nortel Merdian 1 switch (same as CS1000)

 - each agent phone is configured with 2 DNs
 - Agent ID is associated to Position DN
   Position DN is for inbound ACD call only; thus, cannot initiate outgoing call on it
 - Extension DN is for incoming/outgoing calls
 - Genesys URS, [i]unless configured to translate to CDN/ACD[/i], routes call to [b]EXTENSION [/b]  only
    i.e., use_dn_type = extension
 - it is invalid to dial to agentID / Position
   (need other solution to find an agent in medium/large free-seating call center!)

For Nortel M1 agent extension/position configuratoin in switch to enable CTI-link, see below link
http://www.sggu.com/smf/index.php/topic,2323.0.html

There are many threads on Nortel switch / T-server / URS in this forum
Search keywords like “Nortel ACD Position” and “Meridian link” for other related info.

1 Like
3

bcyk is correct in the below. If you’re wondering what the option should be set to in a Nortel environment it is Extension. Using Position ID will be a nightmare to setup and maintain, and won’t give you any additional benefit…

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4

thanks a lot for the feedback.

cheers

1 Like