DWC Key on Succession 4.0

[plshlp123]

I remember being told that the DWC key will no longer work with Symposium 5.0, we use to have Meridian Max. But I see on a M3905 flyer from Nortel they show display waiting calls on the screen of the phone? Does this work on a M3905 phone but just not on a M2616? Or is this flyer not correct if using Symposium?

 

[NTOldTimer]

It's my understanding that because the DWC key is queue based and Symposium is skills based, therin lies the conflict. You see, the DWC key specifically references an ACD queue. Now, the agents are logged into ACD queues in the symposium environment, but they belong to skill sets, and that is how Symposium is determining where the call shall go. Now, it may be, that if you have a real rudementary Symposium environment, the DWC key will show the correct data. Confusing enough? What is a rudementary Symposium environment, you may ask? If all the agents are in the same ACD queue and all the agents have the exact same skill sets then I believe that your DWC key may show correct data. Test it. However, if agents have varied skill sets, and Symposium is routing the call based on the determined call requirements, and it is queuing according to the agents' skill set, then the number of calls queued to the ACD queue is irrelevant. Wouldn't you agree? You should also understand that with more ACD queues the situation becomes more complicated. With Symposium it doesn't matter what ACD queue you are logged into it just matters what your skill set is. I know the Symposium desktop tool is much more difficult to access than the DWC key, but it will provide a lot more data. Many people asking your question have time management issues. Increasing demands, changing environments, and less time to get the job done. I sympathize if that is your lot. Change is often difficult but sometimes rewarding. Best Regards...

 

[jhenley]

I use the DWC key of the CDN (skillset) in small groups to give them call waiting and call wait time. The rest of the display doesn't work. The agents have to be set up as supervisors to have a DWC key other that the ACD-DN of there set.
Not something I can do in our large call center but they have plenty of real supervisors.

 

[MrPederman]

This bulletin provides an explanation of the functionality of the Display Waiting Calls (DWC) key/lamp for the Symposium Call Center Server.

1. Display Waiting Calls (DWC) Key/Lamp

DWC Key

The DWC key is supported by the Symposium Call Center Server. This feature displays Symposium
skillset information when the DWC key on an agent’s set is pressed. This information is different from
that of the current DWC feature as used with today’s Meridian 1 ACD environment.

The following information is displayed on a Symposium Call Center Server agent’s telephone set (the
“DWC agent”) when the DWC key is pressed:
AAA BBB CCC, where:

· AAA—the sum of the numbers of calls waiting in each skillset that the DWC agent is
currently logged into. A call will be counted more than once if it is queued to more than one
of the skillsets that the DWC agent is logged into.
Please note if a call is queued to a specific Agent ID (using the Queue to Agent statement in
the Symposium scripts), it will not be included in the number of calls waiting for the DWC
agent. Only calls waiting in the skillsets the DWC agent is logged into will be reflected.

· BBB—the sum of the numbers of agents logged into each skillset that the DWC agent is
currently logged into. An agent will be counted more than once if he is logged into more than
one of the skillsets that the DWC agent is logged into.

· CCC—the waiting time, in seconds, of the oldest call in all of the skillsets that the DWC
agent is logged into.

The DWC key and associated lamp configured on a supervisor’s set do not support the display of any
Symposium Call Center Server skillset information.

Pressing the DWC key on a supervisor’s set will
show ACD queue information for that supervisor, just as it does today. The associated lamp will also
respond to ACD queue loading and activity for that supervisor, as determined by the Meridian 1
configuration. Because calls are not normally queued to ACD queues for Symposium, the primary uses
of this feature for Symposium supervisors will be when the call center is handling Network ACD calls or
operating in default mode and the Meridian 1 ACD features are routing the calls.
Skillset information display is only available on sets that have numeric display capabilities. Sets without
displays will not have the ability to get skillset information by any other set means (e.g. no audible tones).


DWC Key Lamp

The DWC key lamp on a Symposium Call Center Server agent set does not respond to calls in skillsets
and will always remain dark as far as skillset loading and activity are concerned. However, the lamp will
continue to respond to the call loading and activity in any ACD queues that the agent may be logged into,
as determined by the configuration on the Meridian 1. Because calls are not normally queued to ACD
queues for Symposium, the primary uses of this feature for agents will be when the call center is
handling Network ACD calls or operating in default mode and the Meridian 1 ACD features are routing
the calls. If the DWC key is operated, the agent set display will show Symposium Call Center Server
skillset information as detailed in the previous section.