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.
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.
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:
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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.
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There are no subgroups assigned to a CDN.
A subgroup 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.
20 | Symposium Call Center Server |
