SYSTEM MANAGER GUIDE SUPPLEMENT

FOR THE
ROLM 9005 ACD

GED-272

REVISION 1.1
JANUARY 5, 1999

BY

KAMLESH KHUSHALANI
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Intelligent CallRouter ™

System Manager Guide Supplement

for the

ROLM 9005 ACD

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Copyright © 1995, 1996, 1997, 1998 GEOTEL Communications Corporation. All rights reserved.

The information in this document is subject to change without notice. GEOTEL Communications
Corporation assumes no responsibility for any errors or omissions in this document. This document
contains confidential and proprietary information. No part of this document may be reproduced, recorded,
translated, or transmitted by any means, electronic or otherwise, without the express written permission of
GEOTEL Communications Corporation.
Intelligent CallRouter ®, Post-Routing ®, and Pre-Routing ® are registered trademarks and CallRouter™,
Longest Available Agent™, Network Routing Operating System™, and Skills Based Routing™ are
trademarks of GEOTEL Communications Corporation.
All company, product, and service names used in this document may be the trademarks or registered
trademarks of their respective companies.

Printed in the United States of America.

March 1998

Revision 0.1
ICR Version 2.5

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1. PREFACE...............................................................................................................................................6
1.1. PURPOSE............................................................................................................................................6
1.2. AUDIENCE.........................................................................................................................................6
2. OVERVIEW...........................................................................................................................................6
2.1. MANUAL FAULT TOLERANCE...........................................................................................................7
2.2. AUTOMATED FAULT TOLERANCE.....................................................................................................7
3. OBJECT MAPPING..............................................................................................................................8
3.1. PERIPHERAL......................................................................................................................................8
3.2. PERIPHERAL TARGETS......................................................................................................................8
3.3. TRUNK GROUPS................................................................................................................................8
3.4. TRUNKS.............................................................................................................................................8
3.5. SERVICES...........................................................................................................................................9
TABLE 1: ICR TO ROLM 9005 ACD SERVICE MAPPING............................................................................9
3.5.1. ICR Supported Service Elements..............................................................................................9
3.6. SKILL GROUPS................................................................................................................................10
3.6.1. ICR Supported Skill Group Elements.....................................................................................10
3.6.2. Configuring ACD groups with no Agents...............................................................................11
3.7. SKILL GROUP TO SERVICE MAPPINGS............................................................................................11
3.8. AGENTS...........................................................................................................................................12
3.8.1. Mapping Agents with multiple Skills......................................................................................12
3.9. AGENT TO SKILL GROUP MAPPING................................................................................................13
3.10. ROUTES.......................................................................................................................................13
3.11. TRANSLATION ROUTES...............................................................................................................13
3.12. ROUTING CLIENT........................................................................................................................13
4. ICR ROLM 9005 ACD CONFIGURATION.....................................................................................13
4.1. PERIPHERAL....................................................................................................................................13
4.1.1. Peripheral Configuration Parameters...................................................................................13
4.2. PERIPHERAL TARGETS....................................................................................................................14
4.3. TRUNK GROUPS..............................................................................................................................14
4.4. TRUNKS...........................................................................................................................................14
4.5. SERVICES.........................................................................................................................................14
4.6. SKILL GROUPS................................................................................................................................14
4.7. SKILL GROUP TO SERVICE MAPPINGS............................................................................................14
4.8. AGENTS...........................................................................................................................................14
4.9. AGENT TO SKILL GROUP MAPPING................................................................................................14
4.10. ROUTES.......................................................................................................................................14
4.11. TRANSLATION ROUTES...............................................................................................................14
4.12. ROUTING CLIENT........................................................................................................................14
5. UNSUPPORTED ICR FEATURES...................................................................................................15

6. ACD HARDWARE AND SOFTWARE REQUIREMENTS...........................................................15

7. ACD INTERFACE REQUIREMENTS.............................................................................................15

7.1. ESTIMATE NUMBER OF REQUIRED PORTS......................................................................................15
7.1.1. Assumptions............................................................................................................................15
7.1.2. Calculations............................................................................................................................15
7.1.3. Conclusions............................................................................................................................15
8. ACD CONFIGURATION....................................................................................................................16

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8.1. SMIOC PORTS................................................................................................................................16

8.1.1. Port Provisioning...................................................................................................................16
8.1.2. SMIOC Port Specifications....................................................................................................16
8.1.3. SMIOC Port User Account.....................................................................................................17
9. MAINTAINING YOUR CONFIGURATION...................................................................................17

10. REVISION HISTORY.....................................................................................................................17

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1. Preface

1.1. Purpose
This document provides supplementary information to the System Manager Guide that is specific to the
Rolm 9005 ACD.

1.2. Audience
This document is intended for Intelligent CallRouter system managers. The reader is assumed to
understand system manager functions as described in the System Manager Guide. The reader is also
assumed to have specific knowledge of the Rolm 9005 ACD.

2. Overview

Figure 1: ROLM 9005 System Diagram (Simplex Configuration)

A complete diagram of the Rolm 9005 system is shown above. Each Rolm 9005 ACD is connected to the
Peripheral Gateway (PG) via 2 to 8 separate connections. Each connection provides access to a dedicated
SMIOC port that is configured for a Rolm 9005 Supervisor Terminal. Connections between the peripheral
gateway and each SMIOC port are via a 19200-baud serial communication line. The Rolm 9005 PG
receives and sends data over the SMIOC ports in order to obtain real-time call handling information and
real-time agent availability information.
The SMIOC port is used to obtain two types of real-time reports from the Rolm 9005 ACD. The Current
Status Display report is used to obtain real-time agent availability information. The System Summary
report is used to obtain real-time call handling information.

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2.1. Manual Fault Tolerance

It is possible to support Manual Fault Tolerance without increasing the port requirements if an A/B switch
box is placed between the Rolm 9005 ACD ports and the ports of the redundant PGs. This configuration
would guard against the catastrophic failure of the PG hardware. In the event of PG hardware failure, the
customer would be required to manually switch the A/B box that would allow the partner PG to become
active. As long as the minimal number of Supervisor Terminal sessions are operational, and the data
collection rate is sufficient to make intelligent routing decisions, the Rolm 9005 PIM will remain
operational.

Figure 2: Rolm 9005 System Diagram (Manual Fault Tolerance)

2.2. Automated Fault Tolerance

In order to support automated fault tolerance through redundant PGs, twice the resources or anywhere from
four to all fourteen available SMIOC ports are required. This is because each PG needs to be connected to
the SMIOC ports on the Rolm 9005 ACD via separate connections. An automated fault tolerant system
diagram for the Rolm 9005 ACD is shown below.

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Figure 3: Rolm 9005 System Diagram (Automated Fault Tolerance)

3. Object Mapping
This section describes the object mapping between the ICR and the Rolm 9005 ACD.

3.1. Peripheral
The Rolm 9005 ACD is different with respect to most other ACD types in that multiple nodes may be
networked together via a proprietary Local Area Network (LAN) to form a larger configuration known as a
System. Although it is possible for agents of a given ACD group to span one or more nodes, ROLM highly
discourages this configuration and it will not be supported by the ICR. In cases where multi-node ROLM
systems are to be supported by the ICR, a single PG should be created for each node which should be
assigned its own PIM on the PG. The ICR router will route to Services or Skill Groups that will be
confined to a single node. In addition, any communication port requirements will be viewed to be on a per
node basis. This restriction is necessary since ACD reports are nodal in nature and so it is necessary to
have connections to all nodes.

3.2. Peripheral Targets

The Rolm 9005 PIM is an aggregate PIM and so we do not receive events for individual calls. Therefore,
no attempt has been made to map a call to a peripheral target.

3.3. Trunk Groups

The Rolm 9005 PIM is an aggregate PIM and so we do not receive events for individual calls. Therefore,
no attempt has been made to map a call to a trunk group.

3.4. Trunks
Individual trunks are not monitored by the Rolm 9005 Peripheral Gateway. As a result, trunks need not be
entered in the ICR configuration.

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3.5. Services
There is no Rolm 9005 abstraction that maps directly to an ICR service. The mapping can be made
between a Rolm 9005 PILOT Number and an ICR Service if the relationship is properly qualified. For an
ICR service, an ACD Group PILOT Number can be mapped to those PILOT numbers that queue calls to
one or more additional groups. This allows multiple skill groups on the same Rolm 9005 node to be
associated together into GeoTel Services.
The ICR service to Rolm 9005 ACD application mapping is straightforward. The peripheral number, as
configured in the ICR is the PILOT Number for the Skill Group that corresponds to the PILOT Number for
the Service. The ICR peripheral name maps directly to the Rolm 9005 ACD Group Name for the Service
Pilot Number. The ICR extension field will not be used. The table below shows how to configure a
service for the Rolm 9005 ACD in the ICR database.
ICR Service Rolm 9005 Description
Peripheral Number ACD Group Pilot Number Pilot Number for the Skill Group
that corresponds to the Pilot
Number for the Service.
Peripheral Name ACD Group Name Text String assigned to
correspond to the Pilot Number.
Extension Not Used Not Used

Table 1: ICR to ROLM 9005 ACD Service Mapping

3.5.1. ICR Supported Service Elements

The Rolm 9005 PG will support a limited number of Service real time fields. The service level calculations
on the Rolm 9005 ACD are performed on a rolling average that considers the sample size (default is 128
calls) on a skill group basis. As a result, it will not be possible to provide the real-time service level values
since the Rolm 9005 ACD does not provide the necessary today values. The table shown below lists the
ICR supported Service database elements and their Rolm 9005 ACD derivations.
Note: CSD - Current Status Report.
ACDSS - System Summary Report.
Supported Database Element Formula
Calls In Progress (CSD) – Call Waiting Total + ACD In
Calls Offered Today (ACDSS) – Number Primary Calls Received
Calls Handled Today (ACDSS) – Number Primary Calls Answered
Calls Aband Q Today (ACDSS) – Number Primary Calls Abandoned
Longest Call In Q (CSD) – Longest Call
Answer Wait Time Today (ACDSS) – (Average Primary Answered Time *
Number Primary Calls Answered)
Calls Talk Time Today (ACDSS) – (Average Primary Talk Time * Number
Primary Calls Answered)
Calls Handled Time Today (ACDSS) – ((Average Primary Talk Time *
Number Primary Calls Answered) + (Average Work
Time * Number Primary Calls Answered))
Calls Q Now (CSD) – Calls Waiting Total

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Agents Talking Now (CSD) – ACD In

Calls Left Q Today (ACDSS) – (Number Primary Calls Answered +
Number Primary Calls Abandoned)
Calls Answered Today (ACDSS) – Number Primary Calls Answered
Overflow In Today (ACDSS) – Number Overflow Calls Received
Overflow Out Today (ACDSS) – Number Overflow Out Calls
Transfer Out Calls Today (ACDSS) – Number Calls Xfer
Overflow In Now (ACDSS) - Number Overflow Calls Received
Overflow Out Now (ACDSS) – Number Overflow Out Calls
PeriphServiceLevelTo5 This field is equal to the PctAnswerInSvcLevel
(CSD) divided by 100.
PctAnswerInSvcLevel is reported by the Rolm
9005 ACD based on the configured service level
threshold and the sample size and not on a five
minute interval.
This field is provided for informational purposes
only and it should not be used as a call routing
criteria.
Table 2: ICR Supported Service Elements and Rolm 9005 Derivations

3.6. Skill Groups

A Rolm 9005 ACD skill group is equivalent to the ICR Skill Group. The peripheral number, as configured
in the ICR, maps directly to the agent group PILOT Number on the Rolm 9005 ACD. The ICR peripheral
name field maps directly to the Rolm 9005 Group Name field. The ICR extension field must contain the
ACD Group Name. The table below shows the ICR to Rolm 9005 ACD Group mapping.
ICR Skill Group Rolm 9005 ACD Group Description
Peripheral Number ACD Group Pilot Number Pilot number assigned to ACD group.
Peripheral Name ACD Group Name Text String assigned to correspond to the Pilot
Number
Extension ACD Group Name Text String assigned to correspond to the Pilot
Number
Table 3: ICR to ROLM 9005 ACD Group Mapping

3.6.1. ICR Supported Skill Group Elements

The Rolm 9005 PG supports only a limited number of Skill Group real time fields. The table shown below
lists the supported Skill Group ICR database elements and their Rolm 9005 derivation.
Note: CSD - Current Status Report.
ACDSS - System Summary Report.
Supported Database Element Formula
Agents Logged On (CSD) – Number Agents Total
Agents Available (CSD) – Number Agents Available

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Agents Not Ready (CSD) – Number Agents Unavailable

Agents Talking In (CSD) – Number Agents ACD In
Agents Talking Out (CSD) – Number Agents Non ACD Out
Agents Talking Other (CSD) – (Number Agents Non ACD In + Number
Agents Non ACD Int.)
Agents Work Ready (CSD) – Number Agents Work
Agents Busy Other (CSD) – Number Agents Other
Longest Call Q (CSD) – Oldest Call
Calls Offered Today (ACDSS) – Number Calls Received Total
Answer Wait Time Today (ACDSS) – (Average Total Answered Time *
Number Calls Answered)
Calls Answered Today (ACDSS) – Number Total Calls Answered
Calls Handled Today (ACDSS) – Number Total Calls Answered
Calls Talk Time Today (ACDSS) – (Average Total Talk Time * Number
Total Calls Answered)
Transfer Out Calls Today (ACDSS) – Number Calls Xfer
Agents Ready (CSD) – (Number Agents Total – Number Agents
Unavailable)
Calls Handled Time Today (ACDSS) – ((Average Total Talk Time * Number
Total Calls Answered) + (Average Work Time *
Number Total Calls Answered))
Table 4: ICR Supported Skill Group Elements and Rolm 9005 Derivations

3.6.2. Configuring ACD groups with no Agents

It is a common practice on the Rolm 9005 ACD to configure Skill Groups with no agents. This is done in
order to categorize the incoming calls into various call types and therefore enable the customer to monitor
statistics for the various call types. In ICR Release 2.5, in order to identify ACD groups with no agents, we
need to configure the peripheral monitor table as shown below. The ICR extension in the peripheral
monitor table is the name assigned to the agent group on the Rolm 9005 ACD. The Param String is
configured as /NOAGENTS to indicate that no agents are assigned to that ACD group.
Peripheral Monitor Table Description
Peripheral Peripheral as configured in the ICR
Extension Name assigned to ACD Group on the 9005
Param String /NOAGENTS – Indicates no agents assigned to this group
Type RCG
Table 5: Configuring ACD groups with no Agents
Note: In ICR Release 3.0, the configuration to identify Skill Groups with no Agents will change.

3.7. Skill Group to Service Mappings

Care must be taken when making Service Member mappings on the Rolm 9005 PG. The Skill Group that
corresponds to the PILOT Number for the service must be marked as the PRIMARY Group when

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establishing service member mappings. This is done because only the primary members are used to update
the agent state counts and talk time statistics. The additional ACD Groups could be set as either
PRIMARY or SECONDARY. In order to route calls correctly, this relationship must be communicated to
the ICR router.

3.8. Agents
The GeoTel version of the agent abstraction defines an agent as an object that has the following fields: a
state, an extension number, a peripheral number, and a first and last name. The GeoTel model assumes that
the peripheral number may uniquely identify an agent at a given ACD. The Rolm 9005 agent abstraction
maps very closely to the GeoTel model; although the importance of the similarity of the relationship is
diminished due to the fact that the agents will not be tracked individually by the Rolm 9005 PIM. In fact,
the importance of mapping the agent object is limited to mapping the agent states which are reported on a
per Skill Group basis.

3.8.1. Mapping Agents with multiple Skills

Both the ICR and the Rolm 9005 allow agents to be members of more than one skill group. The Rolm
9005 ACD implementation is restrictive in that it actually requires that an agent log into each group
separately. From an ICR perspective, this will be viewed as different agents when reporting agent
availability and the agent state counts.
Rolm 9005 Agent State Description
AVAILABLE The agent is available to handle inbound ACD calls. Available lamp on the
phone set is lit.
UNAVAILABLE The agent is not available to handle ACD Calls. Available lamp on the phone
set is dark.
WORK The agent is performing post call tasks. The Work lamp on the phone set is lit.
ACD In Agent is talking on inbound ACD call and ACD line lamp on the phone set is
lit.
Non ACD Inc Agent is talking on Non-ACD inbound call and the non-ACD line lamp on
phone is lit if so equipped.
Non ACD Out Agent is talking on a Non ACD outbound call and the Non-ACD line lamp on
phone is lit if so equipped.
Non ACD Int Agent is talking on a Non ACD internal call and the Non ACD line lamp on
phone is lit if so equipped.
OTHER Agent extension is dialing, or the extension is receiving an error, howler, or
other system tone.
LOGGED OUT Agent is not signed into an ACD Group.
Table 6: Rolm 9005 ACD Agent State Definitions
GeoTel Agent State Rolm 9005 Agent State
Logged On Unavailable || Available || ACD In || Work || Other || Non ACD Inc || Non ACD Out
|| Non ACD Int
Available Available
Not Ready Unavailable
Talking In ACD In
Talking Out Non ACD Out

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Talking Other Non ACD Inc || Non ACD Int

Work Ready Work
Busy Other Other
Ready Logged On - Unavailable
Table 7: GeoTel/Rolm 9005 ACD Agent State mappings

3.9. Agent to Skill Group Mapping

Since Rolm 9005 Agents will not be configured, agent to skill group mapping is not required in the ICR
database.

3.10. Routes
The Rolm 9005 PIM will provide data that will allow the ICR Router to target Skill Groups and Services.
Targeting agents will not be supported and therefore should not be configured.

3.11. Translation Routes

The Rolm 9005 PIM does not support translation routing because the Rolm 9005 ACD itself does not
support adjunct routing.

3.12. Routing Client

The Rolm 9005 PG does not support Post Routing and therefore cannot be considered as a routing client.

4. ICR Rolm 9005 ACD Configuration

4.1. Peripheral

4.1.1. Peripheral Configuration Parameters

The following table defines the fields allowed in the ICR’s Peripheral Configuration parameter in the
Peripheral table. Note the Supervisor terminal Login ID and password are specified when the Peripheral
Gateway is installed. These values will become default values. Values specified in the Peripheral
Configuration string will over-ride the default values.

Field Peripheral Configuration Parameter Description

Delimiter

/USERID String specifying the switch login ID to be used when accessing the SMIOC port.
/PASSWORD String specifying the switch password to be used when logging into the SMIOC
port.
/SYSSUM String specifying the ACD System Summary Report Query Interval in seconds.
Table 8. Peripheral Configuration Parameter element descriptions

The following is an example of an ICR Peripheral Configuration String.

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/USERID USER1 /PASSWORD SECRET /SYSSUM 20

4.2. Peripheral Targets

All Trunk Group/DNIS combinations that are responsible for handling of the incoming ACD calls should
be configured in the ICR as a Peripheral target to ensure correct call routing. If the mapping does not fit,
the call is associated with the Peripheral’s default route as defined in the ICR Peripheral Configuration
table.

4.3. Trunk Groups

No configuration required since individual trunk groups will not be monitored.

4.4. Trunks
No configuration required since individual trunks will not be monitored.

4.5. Services
The Service Peripheral Number configured in the ICR has no Rolm 9005 equivalent and therefore is a
unique number assigned to identify the application. The ICR peripheral name maps directly to the Rolm
9005 ACD group. The ICR extension field will not be used.

4.6. Skill Groups

The ICR Skill Group Peripheral Number is the Agent Group PILOT Number on the Rolm 9005 ACD. The
ICR Peripheral name is the Rolm 9005 ACD Group Name. The ICR extension must contain the ACD
Group Name.

4.7. Skill Group to Service Mappings

When a call is initially targeted at a PILOT number, it is immediately queued to the ACD Group
corresponding to the PILOT number. If there are no agents in that group, then the call is queued to
additional ACD groups. This is done by setting the Skill Group which corresponds to the PILOT Number
as the PRIMARY group when establishing the Service Member Mappings.

4.8. Agents
No configuration required since individual agents will not be tracked individually by the Rolm 9005 PIM.

4.9. Agent to Skill Group Mapping

Agent to Skill Group mapping is not required in the ICR database.

4.10. Routes
The Rolm 9005 PIM will provide data that will allow the ICR to target Skill Groups and Services.
Targeting agents will not be supported and therefore should not be configured.

4.11. Translation Routes

The Rolm 9005 PG does not support Translation Routes.

4.12. Routing Client

The Rolm 9005 PG does not support Post Routing and therefore cannot be considered as a routing client.

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5. Unsupported ICR Features

The Rolm 9005 PG does not support trunk group real-time monitoring, translation/post routing, CTI server,
and ICR Auto Configuration currently.

6. ACD Hardware and Software Requirements

The Rolm 9005 PG supports Rolm 9005ACD Software Releases 9005.6.83 and above. The Rolm 9005
ACD must be provisioned to provide 2 to 8 dedicated Supervisor ports for use by the Rolm 9005 PG. The
Supervisor ports are the ports available on the SMIOC card. The system permits a maximum of two
SMIOC cards for a total of 16 ports.

7. ACD Interface Requirements

The Rolm 9005 PG requires (minimum simplex configuration);
1. Two to Eight Supervisor Terminal ports.

7.1. Estimate Number of Required Ports

Based on the analysis of the serial communications capability of the Rolm 9005 ACD, it is clear that the
Rolm 9005 PIM will be somewhat restrictive. A summary of the analysis and the resulting restrictions is
listed below.

7.1.1. Assumptions
1. The time taken to request and receive a “Current Status” report for a given ACD is 2 seconds at a baud
rate of 19.2 Kbps.
2. The time to request and receive a “ACD System Summary” report is less than ten seconds in the worst
case (255 ACD groups configured).
3. The ICR must receive group statistic updates every ten seconds to provide accurate routing data.
4. The Rolm 9005 ACD response time will remain constant independent of the number of concurrent
reports in progress as well as the call volume.

7.1.2. Calculations
Number of Current Status Groups / Port
= Max time between router updates / time per update.
Number of Current Status Groups / Port
= 10 Seconds / 2 Seconds = 5.

7.1.3. Conclusions
The minimal ICR routing configuration would require two serial ports that would be used to run the “ACD
System Summary” report and the “Current Status” report. This configuration could support up to 5 ACD
groups per node. Additional ACD groups could be supported by increasing the number of serial ports
assuming that the ports were available on the switch side. For example, a customer who wanted to route
calls to 35 ACD groups on a single node would need 8 serial ports (1 for ACD System Summary reports and
7 for Current Status reports). It may be difficult for the customer to dedicate the required number of switch
side serial ports given the maximum number available. Realistically, this would be largest configuration
supported per node due to the limited availability of switch side resources. If the ACD performance
degraded under load, the number of ACD groups would be further reduced. Therefore, this is most likely a
best case estimate for each node.

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Note: For an automated fault tolerant system, at the most fourteen SMIOC ports are available. Therefore,
only seven ports are available for each side at a time that would support a maximum of 30 ACD Groups.

8. ACD Configuration
Configuring the Rolm 9005 ACD to support the Rolm 9005 PG requires the following: provisioning 2 to 8
SMIOC ports with the correct port characteristics.

8.1. SMIOC Ports

Configuring the SMIOC port involves provisioning a port on the Rolm 9005 ACD as well as establishing a
physical connection to the Rolm 9005 PG via a cable. A twenty-five foot RS-232 cable will be supplied by
GeoTel to establish each of these connections. In addition, a user account must be created for use by the
Rolm 9005 PG, which is capable of performing the following commands after successfully logging in:
MONITOR ACD ON, MONITOR ACD OFF, LIST ACD, and LIST TIME.

8.1.1. Port Provisioning

In general, a Rolm Field Engineer will perform the steps necessary to provision the Supervisor ports on the
Rolm 9005 ACD. This section describes the requirements for interfacing with the Rolm 9005 PG. The
Rolm 9005 PG must be assigned supervisor ports on either of the two SMIOC cards. The port
characteristics should be as follows:
Port Characteristics Value
Port Type UNINTELLIGENT DEVICE
Baud Rate 19200
Data Length 7 Bits
Parity EVEN
Stop Bits 1
Flow Control XON/XOFF
Table 9: SMIOC port characteristics

8.1.2. SMIOC Port Specifications

The connections between the PG and the Rolm 9005 ACD is made using the asynchronous serial
communications protocol. The cable provided by GeoTel is a straight RS-232 cable (no crossovers) which
contains conductors for all 25 signals. In the event that it is necessary to extend or replace this cable, a
straight RS-232 cable, which passes all twenty-five signals end to end, is required. The SMIOC ports on
the switch side should be set up as DCE. This will enable us to monitor the data set leads between the
SMIOC port and the data terminal correctly using an RS-232 break-out box in case of a communication
link failure.

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Figure 4: SMIOC Link Cable Diagram

8.1.3. SMIOC Port User Account

A user account should be created with the UserId of GEOTEL and the Password of GEOTEL. The user
privilege level for this user account should be set to allow this account to access the above supervisor
terminal commands.

9. Maintaining Your Configuration

It is preferred that changes made to your configuration be accomplished first on the Rolm 9005 ACD, then
on the ICR configuration. This will ensure that the PG sees the configuration updates on the Rolm 9005
ACD system.

10. Revision History

Initial Draft Completed Kamlesh Khushalani 4/6/1998 Rev 0.1
Updated with Tom Hamilton’s comments Kamlesh Khushalani 4/15/1998 Rev 0.2
Updated with Jerry Stern’s comments Kamlesh Khushalani 4/17/1998 Rev 0.3
Changes for System Summary Report Interval and PeriphServiceLevelTo5 field, 1/5/98, Rev 1.1

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