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68 Symposium Call Center Server
Configuring the switch Standard 1.0
4 Type FEAT and press Enter.
Result: The FEATURE prompt appears.
5 Type ACD and press Enter.
Result: The ACDGRP prompt appears.
6 Continue responding to the prompts to define the ACD-DN or
supplementary DN. (For more information about the prompts, see the
Translations Guide.) To define an ACD-DN, at the DNTYPE prompt, type
PRIM. To define a supplementary DN, at the DNTYPE prompt, type SUPP.
Result: The utility prompts you to save the new ACD-DN or supplementary
DN.
7 Type Y and press Enter.
8 Repeat steps 2 through 7 for each ACD-DN that you want to define.
9 To exit from the table, type quit and press Enter.
Configuring CDNs on the server
CDNs configured on the switch must have matching data configured on
Symposium Call Center Server. If, at any time, you edit any of the data on
Symposium Call Center Server, you must reconfigure the resource on the
switch. For more information, refer to the Administrator’s Guide. If you are
using the Symposium Call Center Web Client, refer to the Symposium Call
Center Web Client Guide and online Help for detailed instructions.
Note: If you intend to reconfigure a CDN, you must first deacquire the CDN,
edit the configuration parameters, and then reacquire the CDN.
Configuring DNISs on the server
If you want Symposium Call Center Server to report on calls to your primary
and supplementary ACD-DNs, you must configure them as Dialed Number
Identification Services (DNISs) on the server. For more information, refer to the
Administrator’s Guide. If you are using the Symposium Call Center Web Client,
refer to the Symposium Call Center Web Client Guide and online Help for
detailed instructions.
- 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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