April 2004 | Gettingstarted |
How Symposium Call Center Server communicates with the switch
Introduction
Symposium Call Center Server and the switch must be able to exchange information if calls are to be successfully routed in Symposium Call Center Server. You must ensure that this communication is enabled by configuring the resources shared by both the switch and Symposium Call Center Server.
A Controlled Directory Number (CDN) is the initial point of entry for any call processed in Symposium Call Center Server. A CDN serves as a holding place while information is gathered from the call (for example, Calling Line Identification number [CLID]) and treatments are applied to the call (for example, recorded announcements).
For any call processing to begin in Symposium Call Center Server, the call must arrive at a CDN on the switch that is controlled by Symposium Call Center Server. Information that is gathered from the CDN and sent from the switch to Symposium Call Center Server is used to enable Symposium Call Center Server to define the path the call follows through the call center.
How Controlled Directory Numbers operate
A Controlled Directory Number (CDN) is a logical entity identified by a Directory Number (DN) that holds onto calls waiting to be routed using Symposium Call Center Server routing instructions. Symposium Call Center Server can route calls to any local or third party with a valid address, including agent positions and even other CDNs. In addition, call treatments (music, RAN, silence, and ringback) can be applied to calls while they are waiting for instructions from Symposium Call Center Server. Other treatments such as busy, fast busy, and disconnect can be applied to a call.
Symposium and | 19 |
