Getting started | Standard 1.0 |
Once the agent has forwarded the call to his or her supervisor, the light next to the agent’s Emergency key flashes. If the supervisor answers the call within 30 seconds, the light next to the agent’s Emergency key no longer flashes, but remains on until the supervisor disconnects from the call.
If the reporting supervisor does not answer the call within 30 seconds, the call is forwarded to a backup associated supervisor, if one has been configured on Symposium Call Center Server. To enable emergency calls to be forwarded to the associated supervisor’s phoneset, you must define the associated supervisor as a member of a hunt group for the ACD subgroup to which the agent belongs.
The agent is disconnected from the call if either the reporting supervisor or the associated supervisor answers within 30 seconds of the call being forwarded to them. If neither the reporting supervisor nor the associated supervisor answers the call within 30 seconds, the agent can press the Emergency key again to repeat the process or the agent can answer the call.
Note: The switch does not allow agents to press the Emergency key while they are in conference with another agent.
Display Waiting Calls key
Call queuing occurs on Symposium Call Center Server rather than on the switch, so the switch and ICM cannot provide meaningful call waiting statistics.
Phoneset displays
Agent and supervisor phonesets can display information such as the Calling Line Identification (CLID) number of the caller. The information displayed on the phoneset is not controlled by Symposium Call Center Server but must be configured on the switch.
Skillset display on phoneset
Common Command Model (CCM)16/SCAI17 or later supports skillset name display on the agent and supervisor phonesets. However, the phoneset will display only the first 15 characters of the skillset name, and will only display the characters A through Z, and the numbers 0 through 9.
26 | Symposium Call Center Server |
