32 Remote Gateway 9150 Installation and Administration GuideRemote Gateway 9150 description Standard 4.0Automatic Call Distribution (ACD) applicationsThe Remote Gateway 9150 unit supports all Nortel ACD applications.If an ACD agent loses communication to the Remote Gateway 9150 unit, or theunit goes offline, the agent is placed in Make Set Busy (MSB) mode. This modelogs the agent out of the ACD queue so that calls can be routed to other ACDagents. Once you re-establish communication between the agent and the RemoteGateway 9150 unit, the digital telephone set display shows “Set BusyActivated”.In addition, when an ACD agent is on a call using a Local Calling key, theRemote Gateway 9150 unit sends a transparent Not Ready key press to the hostPBX and places the ACD agent’s digital telephone set in Not Ready mode. Thisfeature prevents the ACD agent from receiving ACD calls when active on alocal call. The Remote Gateway 9150 unit removes the digital telephone setfrom the Not Ready mode when the agent terminates the local call.If you are having trouble with ACD agents being logged off unexpectedly orcalls that terminate prematurely, try the following: Set the User On Demand Idle Timer to 90 seconds and the User OnDemand Minimum Call Timer to 1 second.Note: You can configure these settings on the RLC’s Remote ConnectionConfiguration property sheet in Configuration Manager. Allocate a permanent connection for the ACD agents.— On the RLC Port Configuration property sheet, click on the Configurebutton for the Network Port in question.— In the Network Port Configuration dialog box, select PermanentAllocation.Voice over IP featuresYou can configure the Remote Gateway 9150 unit to use the following Voiceover IP (VoIP) features: Convert analog voice into digital data for transmission as voice packetsover the network for calls to or from the fax machine or other analog devicethat is connected to the analog port on Telco 1.
