Call Routing Problem

[penroy]

I have a CS1000m and Symposium call Center Express.I have configured ACD Que and CDN,however when the agents login the call is not presented to them

If I dial the CDN number it goes to the operator.

 

[Milesprower]

You'll need to run through the Call Treatment and Call Routing wizards. The Call Treatment wizard consists of several pages that ask you questions to define how the call is treated (open hours, announcements, closed treatment, etc). The Call Routing wizard makes the association between the CDN and the Call Treatment you built in the Call Treatment wizard.

It is not hard, but the documentation is very helpful to get you through it the first couple times. I think you are looking for the Administrator Guide (although it may go by a slightly different name).

 

[captaingadget]

My memory of Express is getting a bit thin these days but as well as the Call routing wizard there are still some other processes to go through. From memory there's the matrix where you assign the CDN to the script created in the call routing wizard with priotities. There's the matrix where you assign the agents to skillsets with priorities. I can't remember how the CDN gets acquired by Express but it has to be done somehow.

 

[resorttech12]

If you haven't already, open the CDN screen to see if it's in there. If not, make a new one - should be just a couple of steps. when it's highlighted, click acquire at the top of the screen, then hit refresh.
Depending on what happens then, you should be able to take the tips above to make sure an agent is allowed to take those CDN calls.

Let us know if you need more help.

mk

 

[penroy]

resorttech12,
I have followed your suggestion and I went through the steps that captaingadget mention.But the calls are still routing to the operator.I have restarted both system(PBX& symposium.Any other suggestions

 

[Milesprower]

You really need to get the documentation: read it and follow it. Get your hands on the Nortel Symposium Express Call Center Management Guide. Look at the Configuring Call Treatments and Call Routing section.

It should be included with the original program CDs and you can also work with your vendor and/or Nortel to get it.

 

[captaingadget]

It sounds to me like the CDN is not acquired. It may be that it is not configured correctly in the meridian, or not configured at all.

 

[captaingadget]

Another thought which will prove where the problem lies i.e. with the Express or Meridian. Make some calls to the CDN and then run the CDN and application performance reports for that time period. If there is no data, then the call has not reached the express so you should start looking at the CDN config and whether it has been acquired by Express. Please note that historical data is written to the database at the end of every 15 minute period so will not be available immediately.

 

[resorttech12]

I agree with Miles and Captain. The doco helps you understand the call flow steps. It's dry, but we all have to do it.
If you haven't already, do a search on SECC here at Tektips. You can pick up a lot of pointers and information that will help you out.
Also, what is your DFDN set at on your CDN? We set that as the main ACD, so that if SECC goes down, the agents still get the call. If you have it going to your operator extension (or maybe a phantom directed at it), change it to the Q DN.

Good Luck.
mk