Nortel Networks DMS/MSL-100 Manual de usuario descargar pdf (Pagina 27)

Symposium and DMS/MSL-100 Switch Guide 27

April 2004 Getting started

LOB codes

Line of Business (LOB) codes, or activity codes, identify the type of call. For

example, an activity code can indicate a Sales or a Support call. To use activity

codes, you must enable the LOB feature on the switch. If you want to assign

names to the activity codes (for example Sales or Support) for reporting

purposes, you must also define the activity codes on Symposium Call Center

Server. Agents can enter up to three LOB codes during a call.

Agent actions/events DMS actions

Enters the first LOB code for the

call.

Buffers the code.

Enters another LOB code during

the same call.

Sends the first LOB code to the host.

Buffers the new code.

The call is released. Sends the previously buffered code in

dv-LOB-Event-U message. If no code

is buffered, no code is sent (even if a

default code was datafilled for the

ADC Group).

Cancels the last LOB code entered. Erases the code lying in the buffer.

Note: Only the last code may be

erased, and none before the last is

erased.

Does not enter any code during the

entire call.

Does not send dv-LOB-Event-U

message.

Note: This action is different from the

ACD MIS that, if datafilled, reports

the default codes.

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Nortel Networks DMS/MSL-100 Manual de usuario Pagina 27