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26 Symposium Call Center Server
Getting started Standard 1.0
Once the agent has forwarded the call to his or her supervisor, the light next to
the agent’s Emergency key flashes. If the supervisor answers the call within 30
seconds, the light next to the agent’s Emergency key no longer flashes, but
remains on until the supervisor disconnects from the call.
If the reporting supervisor does not answer the call within 30 seconds, the call is
forwarded to a backup associated supervisor, if one has been configured on
Symposium Call Center Server. To enable emergency calls to be forwarded to
the associated supervisor’s phoneset, you must define the associated supervisor
as a member of a hunt group for the ACD su/jointfilesconvert/26718/bgroup to which the agent belongs.
The agent is disconnected from the call if either the reporting supervisor or the
associated supervisor answers within 30 seconds of the call being forwarded to
them. If neither the reporting supervisor nor the associated supervisor answers
the call within 30 seconds, the agent can press the Emergency key again to
repeat the process or the agent can answer the call.
Note: The switch does not allow agents to press the Emergency key while they
are in conference with another agent.
Display Waiting Calls key
Call queuing occurs on Symposium Call Center Server rather than on the switch,
so the switch and ICM cannot provide meaningful call waiting statistics.
Phoneset displays
Agent and supervisor phonesets can display information such as the Calling
Line Identification (CLID) number of the caller. The information displayed on
the phoneset is not controlled by Symposium Call Center Server but must be
configured on the switch.
Skillset display on phoneset
Common Command Model (CCM)16/SCAI17 or later supports skillset name
display on the agent and supervisor phonesets. However, the phoneset will
display only the first 15 characters of the skillset name, and will only display the
characters A through Z, and the numbers 0 through 9.
- 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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