Nortel 297-2183-912, Руководство по установке

Страница: 23 / 144

Symposium and DMS/MSL-100 Switch Guide 23
April 2004 Getting started
!
If Symposium Call Center Server receives the notification, a return
notification is sent to the switch. The call remains on the CDN under the
control of Symposium Call Center Server. A call is defaulted from
Symposium Call Center Server if the specified ICCM timer (defined in
table ACDGRP in the option CDN) expired without any response from
Symposium Call Center Server.
!
If Symposium Call Center Server does not respond to the notification
due to a link or server problem, the call is routed in default mode. The
call is routed to the default ACD after the timeout expires.
9. The call follows a path as defined in either the controlled or default call
routing mode.
!
In the controlled call routing mode, Symposium Call Center Server
provides treatments as specified in the script.
!
In the default call routing mode, the call is removed from the queue on
the CDN, and then it is sent to the default ACD group awaiting an
available agent to answer the call.
10. The call follows a path as defined in either the controlled or default call
routing mode.
!
In the controlled call routing mode, Symposium Call Center Server
routes the call to an agent qualified and available to answer the call.
!
In the default call routing mode, the call is routed to an available agent
in the default ACD group.
11. The call is answered by an available agent.
12. If you have purchased the Symposium Agent feature, call data sent by TAPI
enables a screen pop to appear on the agent’s screen.