| Re:
Yep - create your ACD..Then your CDN...
So the basic concept is:
Someone calls xxx-xxx-7999 where 7999 is a DID in your switch.
You IDC 7999 to your CDN: say 6999. (Or you can create the CDN as 7999 and skip the IDC step). (Note: I always use the IDC as it gives you a test point for call processing - more on that later)...
In the CDN (LD 23) you default it to the ACD: say 5699. (This allows the calls from 7999 to hit the ACD in the event the CDN fails).
You program the CDN as acquired in symposium and route based on skillset to the sets programmed with Key 0 ACD 6599 0 PosID. This is all based on the Symposium Agent login to the ACD set.
About the IDC: As I stated I use the IDC as a testing point. Lets say for example you get a trouble call: "xxx-xxx-7999 isn't working". This could be a CO problem or a switch problem.
So you would change your IDC 7999 6999 to your Maintenance set DN (say: 7000), the IDC would now be IDC 7999 7000. Now dial the xxx-xxx-7999 number - if your set rings that it's not a CO problem (the call is being delivered to your switch). If your set doesn't ring then it is a CO problem.
Chas2002 |