Nortel Express User Manual page 127

March 2005
voice menus, see "Types of Voice Services treatments" on page 95.
However, you should consider the following points:
A number of prompt/collect digits treatments can be configured while
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still only using one ACD-DN (IVR Queue).
Each configured prompt/collect digits treatment can contain an after-
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treatment to a different CDN, and into the control of Symposium
Express Call Center.
Voice menu choices can be used to establish the relevant treatment and
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the most relevant transfer CDN (route into Symposium Express Call
Center). This helps to ensure that the caller is routed to the correct
skillset.
Multiple-digit collection can also be implemented as an after-treatment. If you
intend to use the verification option in your prompt/collect digits voice services
treatments, you must configure digit voice prompts before configuring prompt/
collect digits treatment. See "To configure digit voice prompts" on page 106.
Mapping treatments to ACD DNs
If you use Voice Services treatments to front end the call center, you must
associate each treatment with an ACD DN. There can be several parts to a
treatment (for example, a voice menu followed by a comfort message), but the
final part of the treatment must transfer the call to a CDN acquired by
Symposium Express Call Center or to a valid DN.
In the Switch Map area, you set up the number of ports per Voice Services card
(8, 16, or 24, depending on the number of ports/channels you have on the card).
These ports/channels must also be configured on the switch. For more
information, refer to the Symposium Express Call Center Planning, Installation,
and Administration Guide.
The treatment IDs that you assign here are the ones that you use in the Call
Treatment wizard to define when a specific announcement is played.
Announcements that you record here are stored on one of the PCMCIA cards on
the Voice Services card. There are no prerecorded announcements on the card.
Call Center Management Guide
Configuring Voice Services
127