
Configuring the switchStandard 1.0
Line of | Symposium Call Center Server can report on the time agents |
Business | spend on different types of calls. To use this feature, you must |
| enable the LOB feature on the switch, and define all activity codes |
| on Symposium Call Center Server. When you define activity |
| codes on the server, it allows you to give useful names to the |
| activity codes (for example, Sales or Support) for reporting |
| purposes. |
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Not Ready | Nortel Networks recommends that you configure a Not Ready key |
| on the phoneset. If you do not do this, Symposium Call Center |
| Server cannot report when the agent is in Not Ready status. Agents |
| can use the Not Ready key in conjunction with an activity code to |
| indicate the reason they are in Not Ready status. |
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Emergency | To enable the emergency screen pop on the supervisor’s |
Key | workstation, configure EMK for Position ID instead of DN. When |
| an agent presses the Emergency key, Symposium Call Center |
| Server uses the Position ID to identify the correct supervisor. |
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Dial | Nortel Networks recommends that you do not configure this key |
Intercom | on the agent phoneset. If agents use this key, the agent status is |
| incorrectly reported on the |
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Hotline | Nortel Networks recommends that you do not configure this key |
| on the agent phoneset. If agents use this key, the agent status is |
| incorrectly reported on the |
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Private | Nortel Networks recommends that you do not configure this key |
Line | on the agent phoneset. If agents use this key, the agent status is |
| incorrectly reported on the |
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Voice Call | Nortel Networks recommends that you do not configure this key |
| on the agent phoneset. If agents use this key, the agent status is |
| incorrectly reported on the |
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Before you begin
Before configuring a phoneset, you must perform the following tasks:
!Log on to the switch from a MAP terminal with a user ID that has the privilege levels required to access the SERVORD utility.
70 | Symposium Call Center Server |