Meridian America Link/Customer Controlled Routing - Manual (Page 572)

554 List of terms
553-3202-210 Standard October 1998
attendant
A PBX operator position. Attendants typically receive incoming calls and
extend them to the desired party. PBX users typically contact the attendant
by dialing 0. The Meridian 1 supports multiple attendants, and offers
features such as busy lamp field showing the busy/idle state of DNs.
Automatic Call Distribution (ACD)
This is a feature offered by the Meridian 1 that queues and distributes
incoming calls to a number of answering positions. Calls are queued until an
agent is available. If multiple agents are available, calls are serviced in the
order they arrive and are distributed so that the workload at each answering
position is approximately equal. ACD has many additional features,
including recorded announcement (RAN), music while queued, night
treatment, overflows, statistics/reports, and networking with ISDN.
Automatic Call Distribution Directory Number (ACD DN)
An ACD DN is the queue where incoming calls wait until they are
answered. Calls are answered in the order in which they entered the queue.
Base Operating System (BOS)
MotorolaÕs SYSTEM V/68 Base Operating System (UNIX). UNIX
System V Release 3 Version 7.1 (V/68 R3V7.1) is used with the IPE
Module or the Application Module.
CDN
See control directory number (CDN).
Command and Status Link (CSL)
A Nortel internal and proprietary link, also known as AML.
Control Directory Number (CDN)
A Control DN is a special ACD DN, configured in Meridian 1, to which no
agents are assigned. To control calls in the CDN you need to create a script,
otherwise the calls are put into the default mode. A call script is associated
with a CDN, so that all calls entering a CDN are handled by the same call
script.
CSL
See Command and Status Link (CSL).