ASA Calculations 2

[galley]

Hi All!

Does the ASA calculation begin when the PBX answers the call and the Call Pilot greetings/menu prompts begin, or at the end of the prompts when the caller is turned over to the control of Symposium and put in queue. We are working with a Symposium Express 4.0

All help is appreciated!

 

[mte0910]

I don't know much about Express, but assuming (you know what that makes us both) it is basically the same as Symposium...

Symposium Call Timers begin when the call enters the Master Script. Application Timers begin when a call is handed over from the Master to an Application, and Skillset Timers begin once the call is queued to a skillset. If a call spends time going through tables, or an IVR, or CP in front of Symposium, that time does not count.

Only the time IN SYMPOSIUM counts in Symposium reports.

 

[galley]

I don't know all that much about Symposium, what is the Master Script? Is that built in Symposium?

Thanks!

 

[sandyml]

Yes, in Symposium. The Master Script is essentially a routing table -- all calls are first delivered to the Symposium Master Script by the PBX via the CDN. That script then looks for the correct application to hand it off to (usually by CDN number, sometimes by DNIS).