Route call to Position ID or Extension

[aizham]

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.

[bcyk]

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 [color=red][b]EXTENSION [/b] [/color] 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.

[cmcshane]

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.....

[human]

thanks a lot for the feedback.

cheers