Need Symposium Step by Step 1

[TBarrnes]

I have asked in the Symposium forum about this and was told to read the scripting manual. I'm willing to do that, but I still would like to get a basic list of things that I would need to do.
All I'm trying to do is route a call based on caller ID. If a call comes in from a given CLID I would like the intial greeting to be customized for that caller's hospital. I'd also like to add a skillset that pops up on the agent's phone so they know to answer a specific way.
I'm not asking for detailed info on how to do this as much as a brief synapsis. For example
1. add a CDN
2. aquire the CDN
3. xxxx xxx or whatever the steps are. Can anyone help me? Thank TJ

 

[janeenaj]

I suggest you call your vendor for this. This isn't as easy as you make it sound and isn't something you can say here folow this 3 steps and you'll be all set.

 

[johnpoole]

jan's right, most questions i try to help people get started but two things i would try. look at the way a single acd group is built.. look up the cdn in the master script, read the script it points to.. look at the agents that answer that call and there options.. that will give you a better start then we can here

john poole
bellsouth business
columbia,sc

 

[rfwhite]

After you acquire the CDN the next thing is to tell
Symposium what you want to happen-
IF (CLID=Give_Busy_gv) THEN GIVE BUSY
END IF

This example shows that any number placed in the
Give_Busy global variable table will given a busy.
In your case it should look something like
IF (CLID=Hospital_A_gv) THEN EXECUTE SCRIPT HOSP_A
END IF
The script then gives whatever treatment you desire
such as playing a greeting, queuing to an agent, etc.,
to any CLID in the list.

If you've several hospitals it would be neater to
use the "WHERE EQUALS" test- something like
WHERE skillset_Integer_cv EQUALS
VALUE 5551:EXECUTE SCRIPT HospA_Script
VALUE 5552:EXECUTE SCRIPT HospB_Script
VALUE 5553:EXECUTE SCRIPT HospC_Script
END WHERE

In this particular case we use a numeric value rather
than alpha but either should work. You'll just need
to specify the table type accordingly
1) Set up the CDN(s)
2) Create the scripts
3) Create the variable tables
4) Creat the skillsets (if needed)
5) Take the rest of the day off.
Good luck.

 

[TBarrnes]

Thank You! That's what I was looking for. Just an overview.

 

[johnpoole]

you forgot, take the cert test, then take the day off.. good post

john poole
bellsouth business
columbia,sc