Configuring the switch | Standard 1.0 |
Configuring RAN and music routes
Introduction
You can use RAN and music routes to provide feedback to callers while they are waiting in queue. You might want to configure a RAN informing callers of the amount of time they can expect to remain in queue before their call is answered. While they wait in queue, you can define a specific type of music that they hear.
Configuration of RAN and music routes involves the following tasks:
1.Define trunks to be used for music and RAN in table CLLI (Common Language Locator Identifier).
2.Define RAN circuits in table DRAMS (Digitally Recorded Announcement Machine).
3.Configure announcements and music in table ANN.
4.Associate announcements and music with trunk cards in table ANNMEMS.
5.Record announcements with the DRAMREC utility.
6.Define treatments in table AUDIO.
Note: Table AUDIO defines audio routes available for broadcast for ACD groups. If you use a GIVE RAN or a GIVE MUSIC command in a script, you must include a parameter specified in the AUDIO table.
7.Associate treatments with routes in table OFRT (office route) or IBNRTE. Assign the ACDQ parameter to routes you want to make available to Symposium Call Center Server.
8.Associate routes with ACD groups in table ACDGRP.
9.Define overflow treatments in table ACDRTE. (This is not required for call center functionality. It is only required for enhanced default routing).
For detailed instructions, see the Translations Guide.
56 | Symposium Call Center Server |
