Nortel Express User Manual page 229

March 2005
SECC Controlled example
Configuration details
In the call-flow example on page 234, the following configuration was used:
The number for the Voice Services IVR Queue is 6001. The number for the
Symposium Express CDN is 4000.
The call center is configured with one agent logged on to the system with a
priority of 1 for the sales skillset. The agent is idle (that is, in an idle state). The
sales skillset has been assigned to CDN 4000 using the call routing wizard.
Two prompt/collect digits treatments were created and recorded. Treatment 1000
collects the customer's account number, but does not verify any collected digits.
Treatment 1001 collects the customer's bank account number and verifies the
collected digits.
An SECC Controlled call treatment is created and has the Treatment 1000
included as a greeting announcement.
See the Properties - Treatment dialog box on page 231 for Treatment 1000. This
treatment collects digits for the customer's number. Treatment 1001 collects
digits for the customer's bank account number. The Voice Services IVR Queue
is supplied to the call treatment wizard, together with the Treatment 1000 ID.
For Treatment 1001, see the Properties - Treatment dialog box on page 232.
Call Center Management Guide
Call-flow examples
229