April 2004 | Gettingstarted |
!If Symposium Call Center Server receives the notification, a return notification is sent to the switch. The call remains on the CDN under the control of Symposium Call Center Server. A call is defaulted from Symposium Call Center Server if the specified ICCM timer (defined in table ACDGRP in the option CDN) expired without any response from Symposium Call Center Server.
!If Symposium Call Center Server does not respond to the notification due to a link or server problem, the call is routed in default mode. The call is routed to the default ACD after the timeout expires.
9.The call follows a path as defined in either the controlled or default call routing mode.
!In the controlled call routing mode, Symposium Call Center Server provides treatments as specified in the script.
!In the default call routing mode, the call is removed from the queue on the CDN, and then it is sent to the default ACD group awaiting an available agent to answer the call.
10.The call follows a path as defined in either the controlled or default call routing mode.
!In the controlled call routing mode, Symposium Call Center Server routes the call to an agent qualified and available to answer the call.
!In the default call routing mode, the call is routed to an available agent in the default ACD group.
11.The call is answered by an available agent.
12.If you have purchased the Symposium Agent feature, call data sent by TAPI enables a screen pop to appear on the agent’s screen.
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