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Symposium and DMS/MSL-100 Switch Guide 23
April 2004 Getting started
! If Symposium Call Center Server receives the notification, a return
notification is sent to the switch. The call remains on the CDN under the
control of Symposium Call Center Server. A call is defaulted from
Symposium Call Center Server if the specified ICCM timer (defined in
table ACDGRP in the option CDN) expired without any response from
Symposium Call Center Server.
! If Symposium Call Center Server does not respond to the notification
due to a link or server problem, the call is routed in default mode. The
call is routed to the default ACD after the timeout expires.
9. The call follows a path as defined in either the controlled or default call
routing mode.
! In the controlled call routing mode, Symposium Call Center Server
provides treatments as specified in the script.
! In the default call routing mode, the call is removed from the queue on
the CDN, and then it is sent to the default ACD group awaiting an
available agent to answer the call.
10. The call follows a path as defined in either the controlled or default call
routing mode.
! In the controlled call routing mode, Symposium Call Center Server
routes the call to an agent qualified and available to answer the call.
! In the default call routing mode, the call is routed to an available agent
in the default ACD group.
11. The call is answered by an available agent.
12. If you have purchased the Symposium Agent feature, call data sent by TAPI
enables a screen pop to appear on the agent’s screen.
- 297-2183-912 1
- Publication history 5
- Contents 7
- 4 Troubleshooting 101 8
- Getting started 9
- Overview 10
- Skills you need 11
- What’s new in Release 5.0? 12
- Components 13
- April 2004 Getting started 15
- Classic Client 16
- Web Client 16
- ATTENTION 20
- Support for switch features 24
- Phoneset displays 26
- LOB codes 27
- Variable Wrap feature 29
- Night service feature 30
- Configuration tasks 32
- Configuring the switch 35
- In this section 37
- Before you begin 38
- Configuring ICM security 39
- Configuring logon 40
- Printing data in the tables 42
- Configuring SCAICOMS 43
- Configuring BGDATA 44
- Configuring SCAIGRP 46
- Configuring SCAISSRV 47
- Configuring SCAIPROF 49
- Configuring CUSTNTWK 51
- Configuring the server 55
- Configuring ACD groups 57
- ACD group, not the CDN 60
- Configuring ACD subgroups 65
- Configuring DNs 66
- Configuring agent phonesets 69
- Phoneset keys 74
- ! position ID 75
- ! Observation key (OBS) 75
- ! Answer Emergency key (AEMK) 75
- ! Agent Status key (ASK) 75
- Configuring logon IDs 76
- Table of relationships 83
- Predefined values 84
- Succession 86
- Verifying the configuration 87
- To create a static route 89
- Logon failure 90
- To verify ACD configurations 91
- ! The phoneset type is MDC 93
- To verify agent logons 94
- To verify CDN configurations 96
- Sample script 100
- Verifying DNIS configurations 100
- Troubleshooting 101
- Subsystem link problems 103
- Troubleshooting Standard 1.0 104
- April 2004 Troubleshooting 105
- Introduction 106
- Appendix A 111
- Preinstallation checklist 111
- A accelerator key 115
- Glossary Standard 1.0 116
- April 2004 Glossary 117
- C call age 118
- D DBMS 120
- E ELAN 122
- F first-level threshold 123
- G global settings 123
- H Host Data Exchange 123
- N network interface card 126
- P pegging 127
- S sample script 129
- T TAPI 133
- U user-created script 134
- V validation 135
- Reader Response Form 141
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