Channels IVR and Access

[Trevatwork]

Can someone tell me if it is possible to take some access channels and make them IVR channels? And how to do it.

Thanks, Trevor

 

[fran2526]

Yes it is possibly and the reserve is possible as well. the IVR/Access ports can be configured as either type. Sorry I don't know the exact steps but it can be done.

 

[aasatekin]

it is not easy, there is a long way that you need to follow step-by-step as below.
You can find it at Symposium, M1/Succession 1000, and Voice Processing Guide - 297-2183-909

Regards,
aasatekin

1 Getting started 11
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Subsystems overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Communication between Symposium Call Center Server subsystems . . . . . 16
What’s new in Release 5.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
2 Configuration overview 27
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Subsystem configuration reference information. . . . . . . . . . . . . . . . . . . . . . . 29
Recommended sequence of configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Configuration checklists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
3 Subsystem connections configuration 59
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Configuring the ELAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Configuring the ACCESS link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
4 Switch subsystem configuration 69
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Configuring CDNs on the switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Changing CDNs on the switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Configuring NACD-DNs to enable the Queue to NACD command . . . . . . . 77
Configuring IVR ACD-DNs on the switch. . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Configuring voice ports on the switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Configuring agent and supervisor TNs on the switch. . . . . . . . . . . . . . . . . . . 89
Configuring routes on the switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Configuring Multiple Queue Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Switch maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
5 Meridian Link Services configuration 101
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Installing and configuring Meridian Link Services . . . . . . . . . . . . . . . . . . . 104
Allowing CTI operations on the ELAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Configuring phonesets for CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Configuring CDNs for host-enhanced routing . . . . . . . . . . . . . . . . . . . . . . . 109
Connecting the host application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
6 Voice processing subsystem configuration 111
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Section A: Voice processing 113
Overview of voice processing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Typical uses of voice processing commands . . . . . . . . . . . . . . . . . . . . . . . . 117
Operation modes for voice processing commands . . . . . . . . . . . . . . . . . . . . 119
Resource acquisition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Voice port partitioning rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Section B: CallPilot 125
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Updating the CallPilot configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Updating the SDN table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Creating voice segments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Section C: Meridian Mail 131
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Channel Allocation Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Voice Services DN table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Configuring Meridian Mail for ACCESS. . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Configuring Meridian Mail for Give IVR . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Section D: Third-party voice processing systems 151
Overview of third-party voice processing systems. . . . . . . . . . . . . . . . . . . . 152
7 Symposium Call Center Server subsystem
configuration 155
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Configuring the voice connection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Configuring CDNs on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Configuring IVR ACD-DNs on the server . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Configuring agent phonesets on the server. . . . . . . . . . . . . . . . . . . . . . . . . . 164
Configuring voice ports on the server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Configuring IVR ACD-DN global settings . . . . . . . . . . . . . . . . . . . . . . . . . 166
Defining voice segment variables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Defining scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
8 Testing integration with Symposium Voice Services on
CallPilot 175
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Testing basic voice services (Give IVR) . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Testing advanced voice services (ACCESS) . . . . . . . . . . . . . . . . . . . . . . . . 189
Test scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

END

 

[Trevatwork]

Thanks for help aasatekin and fran2526

I actually got this working i had to rebiuld the trunks on the pbx to match the other ivr ports (same acd etc)

Acquire them in symposium

Then in the tools config in callpilot manager choose Switch Configuration and from there you can change the type of channel.

Thanks everyone

Trevor