Networking And Symposium Express Call Center - Nortel Express User Manual

Getting started
Networking and Symposium Express Call
Center
Introduction
This section gives a brief overview of the networking features of Symposium
Express Call Center.
Note: Symposium Express Call Center supports NACD; it does not support
Network Skill-Based Routing.
Networking features
NACD calls arrive at the server through a network ACD-DN and are
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presented to a phoneset acquired by Symposium Express Call Center.
Note: Delay and abandon statistics are not available for NACD calls.
Calls can be overflowed to NACD by entering the NACD number in the
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Second Overflow Treatment section of the Overflow Configuration
window. For more information on this window, see page 149.
If the remote system has a Symposium Express Call Center system
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configured, then the call is presented to an Express agent on a separate
ACD key on the agent's phoneset. Incoming calls "toggle" between
Symposium Express Call Center skillset calls and NACD calls.
In the remote Symposium Express Call Center system, the incoming
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NACD call is treated as a new call.
Tracking
For NACD calls, the server does not record information about call activity on
the switch. NACD calls are tracked from the time they are answered at a
phoneset acquired by Symposium Express Call Center. Therefore, the server
does not record the following statistics for ACD calls:
calls offered
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calls waiting
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calls abandoned (and abandon delay)
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Standard 2.0
Symposium Express Call Center