Nortel Networks DMS/MSL-100 manual Configuring agent phonesets, Introduction

April 2004 Configuring the switch

Configuring agent phonesets

Introduction

You must configure each phoneset that Symposium Call Center Server acquires. The server must acquire phonesets so that it can

!

!

monitor the status of each phoneset

present calls to each phoneset

Phoneset keys

An agent can log on to any phoneset providing that he or she enters a valid logon ID. However, to ensure that the agent can use all of the key-enabled features available to him or her, the agent must log on to the phoneset that has been configured as his or her unique Position ID.

Note: For reporting purposes, an agent must log on to a phoneset configured as part of the ACD group to which the agent belongs.

The following table lists special considerations for agent phoneset keys when you are using Symposium Call Center Server:

3-Way	A call is pegged as a conference when the agent presses the 3WC
Conference	key, and then completes the call.
Fast	A call is pegged as a transfer when the agent uses the Fast Transfer
Transfer	key, and then completes the call.
DN	The Secondary DN key is usually used for personal calls.
	Symposium Call Center Server can only acquire and monitor one
	secondary DN on each agent phoneset.

Symposium and DMS/MSL-100 Switch Guide 69