Getting started | Standard 1.0 |
Support for switch features
Introduction
This section describes features configurable on the switch, and explains how they interact with Symposium Call Center Server.
ACD
You must configure Automatic Call Distribution (ACD) on the switch to provide default ACD routing when Symposium Call Center Server is not available. All calls are routed by Symposium Call Center Server. If an ACD call is sent to a group configured by Symposium Call Center Server, the priority is given to the call that gets there first.
Announcements
Announcements held in Digitally Recorded Announcement Machine (DRAM) or Enhanced Digitally Recorded Announcement Machine (EDRAM) on the switch are supported to provide Hold in Queue announcements controlled by Symposium Call Center Server.
Controlled and default call routing
Incoming calls can be routed to a default ACD group in the event that Symposium Call Center Server does not gain control of the calls after they have been forwarded from the switch. For more information about controlled and default call routing, see “Configuring CDNs in controlled and default mode” on page 62.
Phoneset keys
This section describes special considerations for the use of phoneset keys.
24 | Symposium Call Center Server |
