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Symposium and DMS/MSL-100 Switch Guide 19
April 2004 Getting started
How Symposium Call Center Server
communicates with the switch
Introduction
Symposium Call Center Server and the switch must be able to exchange
information if calls are to be successfully routed in Symposium Call Center
Server. You must ensure that this communication is enabled by configuring the
resources shared by both the switch and Symposium Call Center Server.
A Controlled Directory Number (CDN) is the initial point of entry for any call
processed in Symposium Call Center Server. A CDN serves as a holding place
while information is gathered from the call (for example, Calling Line
Identification number [CLID]) and treatments are applied to the call (for
example, recorded announcements).
For any call processing to begin in Symposium Call Center Server, the call must
arrive at a CDN on the switch that is controlled by Symposium Call Center
Server. Information that is gathered from the CDN and sent from the switch to
Symposium Call Center Server is used to enable Symposium Call Center Server
to define the path the call follows through the call center.
How Controlled Directory Numbers operate
A Controlled Directory Number (CDN) is a logical entity identified by a
Directory Number (DN) that holds onto calls waiting to be routed using
Symposium Call Center Server routing instructions. Symposium Call Center
Server can route calls to any local or third party with a valid address, including
agent positions and even other CDNs. In addition, call treatments (music, RAN,
silence, and ringback) can be applied to calls while they are waiting for
instructions from Symposium Call Center Server. Other treatments such as busy,
fast busy, and disconnect can
be applied to a call.