April 2004 | Gettingstarted |
!A CDN has a default ACD group, which is datafilled on the switch. The default ACD group is datafilled in table ACDGRP.
!A CDN can have the following states:
! Controlled
Incoming calls are handled by Symposium Call Center Server. For an example of controlled call routing, see “Call routing in controlled and default mode” below.
!Default
Incoming calls are routed to the default ACD group. For an example of default call routing, see “Call routing in controlled and default mode” below.
!Revert to Default
All incoming calls and existing calls in the CDN queues are routed to the default ACD group.
In addition, the state can be set by Symposium Call Center Server or the switch.
!To apply MUSIC to a CDN by Symposium Call Center Server, the AUDIO option must be datafilled in table ACDGROUP.
!The current limit of the number of calls on a single CDN queue (DMS switch) is 512.
Call routing in controlled and default mode
The diagram on the next page illustrates how calls can be routed in both controlled and default mode. The text following the illustration explains how the call is processed depending on whether it is routed through controlled or default mode.
Symposium and | 21 |
