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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: cdn, created, now |
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 08-04-2006, 12:16 PM | #1 (permalink) | ||||||||
| Junior Member   BucketOAaron has no status.
Location: Orange County, CA Rep Power: 0  Gender:  Country:   |  Created CDN, now what? I created a CDN yesterday in my switch. I added it in Symposium and was able to aquire it successfully. Now I need to do the following: 1. I need to create call treatement in Symposium but I'm not sure what settings to give it. I have other treatments set up in here and I'd like to give it the same settings as the others but am unsure how to see the other settings on other treatments. 2. I need to set up this CDN so that when a caller calls in, they are played a greeting. After the greeting, they will sit on hold on the queue for 1 minute. After 1 minute, they should be played a comfort message. This comfort message should give them an option to press 1 to leave a message for someone or to continue to hold. After they've sat on hold for another minute (total hold time now is 2 minutes) I want it to play another message stating we can't answer their call and that they are being transfered to voicemail. I've got all my settings done in CallPilot for this already but am unsure of what to do in Symposium. Also, I'm pretty sure I'll have to do something in CallPilot Application Builder as well. Maybe I should post this part of my problem in another topic for that. If you could help me I'd really appreciate it! Thanks!!! | ||||||||
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| 08-04-2006, 01:39 PM | #2 (permalink) | ||||||||
| Moderator   John_In_Dakota is in need of a long nap.
Location: 1069.7 miles from Tiverton, Ontario (CANADA) Rep Power: 12 Gender: Country:   | You will need to create a script in Symposium and then point the CDN to that application. The script will be the thing that tells your callers what to do. Here is a script that we use for what you are describing. EVENT HANDLER EVENT CALL ON HOLD: GIVE MUSIC withTheMusic_rt END HANDLER QUEUE TO SKILLSET < this is were you add your skillset name > WAIT 60 GIVE RAN < this is were you would add your comfort message> OPEN VOICE SESSION PLAY PROMPT VOICE SEGMENT <this is were you give the customer the option to press 1 to leave a message > COLLECT 1 DIGITS INTO hold_choice_cv END VOICE SESSION IF hold_choice_cv = 1 THEN ROUTE CALL <this is were you send the caller, to a mailbox > END IF GIVE MUSIC withTheMusic_rt WAIT 60 Route Call <this is were you send the caller after 60 seconds. Send to a mailbox. > DISCONECT __________________ We need change in this country... | ||||||||
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| 08-04-2006, 01:46 PM | #3 (permalink) | ||||||||
| Junior Member BucketOAaron has no status.
Location: Orange County, CA Rep Power: 0 Gender: Country: | Actually I got all the settings done in Symposium since my post earlier. I recorded my greeatings and have everything mapped correctly. Here's my problem now... When I dial into our office, I dial the 4 digit CDN number and it transfers me to CallPilot (our voicemail). I have the DN number programmed in CallPilot so that people can use dial by name and be transfered into this queue. I have this same setup done with all our other CDN numbers. The problem that I see is in Symposium. I have the CDN number added and it is acquired. I am in Advanced Functions in Symposium client. I went to CALL ROUTING and it starts the routing wizard. It imports our call routing data. I click the button that says CDN Routing and it displays all our CDN's. This is where you tell the system that CDN X is # priority to this skillset. The problem is, I don't see the CDN number in this list. Any words of advice? | ||||||||
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| 08-07-2006, 04:18 PM | #4 (permalink) | ||||||||
| Junior Member BucketOAaron has no status.
Location: Orange County, CA Rep Power: 0 Gender: Country: | So I called our Nortel Vendor today because I was getting frustrated and of course 10 minutes after I hang up the phone from opening up a support ticket I figured it out. Went into Call Treatment and clicked CDNs. The matrix below populated but didn't have my new CDN number in it. I clicked ADD NUMBER and added it in. It was that simple. Everything works now!! | ||||||||
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