Nortel Networks 9150 - Manual (Page 62)

32 Remote Gateway 9150 Installation and Administration Guide
Remote Gateway 9150 description Standard 3.1
Automatic Call Distribution (ACD) applications
The Remote Gateway 9150 unit supports all Nortel ACD applications.
If an ACD agent loses communication to the Remote Gateway 9150 unit, or the
unit goes offline, the agent is placed in Make Set Busy (MSB) mode. This mode
logs the agent out of the ACD queue so that calls can be routed to other ACD
agents. Once you re-establish communication between the agent and the Remote
Gateway 9150 unit, the digital telephone set display shows “Set Busy
Activated”.
In addition, when an ACD agent is on a call using a Local Calling key, the
Remote Gateway 9150 unit sends a transparent Not Ready key press to the host
PBX and places the ACD agent’s digital telephone set in Not Ready mode. This
feature prevents the ACD agent from receiving ACD calls when active on a
local call. The Remote Gateway 9150 unit removes the digital telephone set
from the Not Ready mode when the agent terminates the local call.
If you are having trouble with ACD agents being logged off unexpectedly or
calls that terminate prematurely, try the following:
!
Set the User On Demand Idle Timer to 90 seconds and the User On
Demand Minimum Call Timer to 1 second.
Note: You can configure these settings on the RLC’s Remote Connection
Configuration property sheet in Configuration Manager.
!
Allocate a permanent connection for the ACD agents.
— On the RLC Port Configuration property sheet, click on the Configure
button for the Network Port in question.
— In the Network Port Configuration dialog box, select Permanent
Allocation.
Voice over IP features
You can configure the Remote Gateway 9150 unit to use the following Voice
over IP (VoIP) features:
!
Convert analog voice into digital data for transmission as voice packets
over the network for calls to or from the fax machine or other analog device
that is connected to the analog port on Telco 1.