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| Contact Center Symposium and ACD Nortel's Symposium Call Center Server, including Web Client, Symposium Agent and TAPI, also ACD, Meridian Max, CCR, IVR Application Discussion and Support here. |
| Tags: acd, calls, symposium, waiting |
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 03-11-2005, 07:54 AM | #1 (permalink) | ||||||||
| Junior Member 
Rep Power: 6  | Is it possible to have a AWC calls waiting key functioning on an agent's set under Symposium? I've got the CWTH specified in the ACDN, and AWC key on the agent's set, but it doesn't seem to work. Is there a different way to do this in Symposium? | ||||||||
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| 03-11-2005, 08:41 AM | #2 (permalink) | ||||||||
| Admin   Chas2002 is scared by papa-bear\'s "not work safe"
Location: Gulf Coast Rep Power: 5  Country:  | I think not. This, if I recall correctly from school, has to do with how Symposium sends several Skillset calls to the Virtual ACD/set based on who is logged in. As an example: You could have an agent answering 5 difference skillsets and all those calls are being delivered to that ACD set/agent. Chas2002 | ||||||||
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| 03-11-2005, 09:33 AM | #3 (permalink) | ||||||||
| Junior Member
Rep Power: 6 | Chas, Thanks for the reply....I was thinking as such, because of the multiple skillset scenario. I'm not real confident on that group, but I have another group that only answers one skillset, so I was hoping it would be easier to do the AWC. I've got the skillset configured to map directly to the ACDN that the agents are in. I've still got to research the documentation, but just thought I'd ask the general question before I go pouring through the books! | ||||||||
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| 03-11-2005, 11:18 PM | #5 (permalink) | ||||||||
| Junior Member
Rep Power: 6 | RE: Well, the DWC would actually be step 'B' in the scenario. What the customer is hoping to do is first get the indication (the 'AWC' aspect) that there are calls waiting, then with an additional DWC key, they could press the DWC and see exactly how many calls are waiting, and for how long, etc. From my reading of DWC, it seemed like it was only for phones with SPV class of service, and again, it would require manual intervention, rather than be an automatic indication of calls in queue. I'll keep testing, and researching. thanks for the reply Jim | ||||||||
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