need help setting up new queue in Symposium Express 4.2

[symhelp]

So I'm new to this and i'm trying to figure it out myself and have hit a roadblock trying to setup a new queue in symposium.
This is what i've done so far:
I created a new CDN in our switch,
aquired it in Symposium,
created a new skillset in Symposium for it,
ran thru the treatment wizard creating the treatment for it,
added the new cdn to thru the call routing wizard,
i assigned a user to the skillset,
logged in as the user.

when i dial the cdn i get our miran message which is fine but then after it's done playing i get a busy signal. i'm not sure why. help!

 

[Utreg]

The followed procedure looks fine.
Hope the 'Call Center Management Guide' helps;

http://support.nortel.com/go/main.jsp?cscat=DOCDETAIL&id=860698&poid=8543

 

[captaingadget]

My memeory of Express is fast fading but I seem to remember there is a parameter which limits the nuber of calls in a queue, could this be set to low?

 

[BkMesser]

Don't you have to give the user a priority?? I think they come up in standby as default...

My memory of express is also fading fast.

 

[symhelp]

the user does have this new skillset as priority 1.

I haven't had the chance to go thru the management guide yet, thanks for the link.

 

[sandyml]

I think what captaingadget is referring to is the call threshold field on the Call Routing Wizard page. There is a field for each application, take a look at that. It may be set to a default of 0.

 

[captaingadget]

Thankyou sandyml, that is what I was struggling to remember.

 

[symhelp]

I dont see where the call threshold field is? when i open the Call Routing Wizard I click on the CDN Routing button and click on add phone number, i add the ph# and a name for the cdn script, then i select the treatment from the dropdown box and and assign the skillset priorities. is it somewhere else?

 

[resorttech12]

Ok, I want to make sure I'm following you so far. In your call routing window:

cdn/treatment/ceiling/?????

Somewhere in the row for that cdn, you should have it matched to at least 1 skillset as a 1.

Another thing to look for is make sure your treatment hours are right. It almost sounds like it gets to a point in the treatment where it doesn't know what to do with it.

If you have your phone set up right, you should be able to see on your display (3904) what steps it is making as it passes the call.

Hopefully we can help you figure this out!

mk

 

[symhelp]

thanks to all of your for your assistance. i don't think it was really anything that i did or didn't do. i ended up contacting the company that supports our phone system. the fix was going thru the call routing wizard and selecting a different teatment, applied that and it worked. then went back and selected the treatment i just created and it still worked.