56
Symposium Call Center Server
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.
Summary of Contents for 297-2183-912
Page 2: ......
Page 4: ......
Page 6: ...vi Symposium Call Center Server Publication history Standard 1 0 ...
Page 52: ...52 Symposium Call Center Server Configuring the switch Standard 1 0 ...
Page 78: ...78 Symposium Call Center Server Configuring the switch Standard 1 0 ...
Page 110: ...110 Symposium Call Center Server Troubleshooting Standard 1 0 ...
Page 136: ...136 Symposium Call Center Server Glossary Standard 1 0 ...
Page 142: ...Reader Response Form Reader Response Form ...
Page 143: ......