Contact Center configuration 2

[bernece]

Hi All,
I am trying to create a queue in contact center that basically just counts the number of calls received to a specific number. That is one part of the problem.
I am then trying to get the call to route through the 81c to an ip phone in call manager. The CDN part is routing to the ACD, which I have pointed to a phantom dn that points to a DSC to call manager. Each part works up until the two need to talk to each other. Any ideas on how to get this to function.

Thanks
Bernece

 

[BkMesser]

Build the number you want to ring on the call manager as a cdn in symposium. Acquire the cdn. Change the master script to read where cdn equalls xxxx execute script xxxx.

The new script should read something like this.
Give ringback
Route call xxxx (to dsc going to Cisco)(this will have to be a different number then the cdn)

Then you can run reports on the cdn.

 

[bernece]

Thank you for your accurate response. I created an ACD as well but took the route out of it. Will I need the ACD?

 

[Utreg]

A CDN always has to be routing (for a default situation, via DFDN) to an ACD Queue.

If the ACD queue routes to the Cisco (via NCFW to an external number or phantom) you will have a good backup situation (in case the Contact Center Server goes down).

So in order to route normally (via route call xxxx) to the Cisco you will not need the ACD routing but if something goes wrong with your Contact Center server it is advised to have the backup routing (via ACD) in place.

 

[bernece]

Thank you. The one other thing I had to change was NRRT. To go to a different route. Once that was complete the final config went from a CDN to the ACD to the Hunt pilot in Call manager. Works like a champ.