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20 Symposium Call Center Server
Getting started Standard 1.0
For each call arriving at a CDN, the switch informs Symposium Call Center
Server of the call’s arrival and starts a timer while waiting for the routing
instructions. The switch handles the call according to the response returned from
Symposium Call Center Server. If the timer expires before a response is
received, the switch routes the call to a default ACD group, which is defined for
the CDN on the switch. For more information about default ACD routing, see
“Configuring CDNs in controlled and default mode” on page 62.
CDN operation is based on the existing ACD model on the switch. A CDN can
be viewed as an “ACD group” with the following characteristics:
! In the normal operation, the switch does not control the overflow or routing
for a CDN ACDGRP. Calls in the CDN are handled by Symposium Call
Center Server.
! There are no agents or supervisors associated with a CDN.
! In the servord utility, ACD agents cannot be defined for a CDN’s
ACDGROUP.
Note: Never add options to the tables.
! There are no su/jointfilesconvert/26718/bgroups assigned to a CDN.
A su/jointfilesconvert/26718/bgroup cannot be defined for a CDN in table ACDSGRP.
! The CDN priority is set to zero.
In table DNROUTE, the priority of the primary DN and the priority of the
secondary DN of a CDN ACDGROUP is set to zero.
! A CDN group can be defined in an NACDGRP table as a networked
acdgroup; however, the timers must be set correctly to keep the switch from
taking the call back and sending it to another switch and agent.
! The existing table ACDGRP fields, such as ACD Ring Threshold, Priority
Promotion, and Forced Night Service, are not applicable to an ACDGRP
that has the CDN option.
! A CDN does not have the following call queues: Overflow In Queue,
Overflow Out Queue, or Call Transfer Queue.
ATTENTION
The timer value configured on Symposium Call Center Server
must be set to a value lower than the timer value configured on
the switch.
- 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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