Skillset DWC with Symposium 1

[jhenley]

I have a helpdesk with 4 sets. The agents want to be able to see when they have calls waiting. They are in symposium as a skillset for reporting options. I can make these agents supervisor class of service and add the DWC of the skillset. Anybody see any problems with this.

 

[nortelinsd]

Assign a key on their phones with the DWC and the ACD queue they take call in. Example:

KEY 00 ACD 1234 5678
KEY 01 DWC 5678


Duke BB!
Go Blue Devils!

 

[Nortellian]

I'm no expert but it may not work because symposium uses cdn not acd. Also i think it would be key 1 dwc 1234 if you were using basic acd.

 

[nortelinsd]

Correct Nort. Fat finger on that one. DWC 1234.

jpb

Duke BB!
Go Blue Devils!

 

[jhenley]

Nortelinsd,
Skillsets are not the same as the queue.
If I put the DWC of the Queue their set is in they will get no info because the CDN for the skillset is not the same as the queue the set is in. The set queue does not get calls. Programming gives a sch- set queue and DWC do not match. On a supervisor class of service I can put any Skillset CDN. I have to have the CDN for Symposium

 

[Nortellian]

Good to know. Thanks.

 

[mluckie1]

Good call Nortellian. Would need some type of reader board to get calls in que and other information about waiting calls.

 

[T1PSTN]

You need to pipe the "realtime display" data from the server to your readerboard application. Symon and other offer solutions that work well with Symposium, even scrolling queue-stat banners for desktop users.

--T1PSTN

 

[jhenley]

TIPSDN,
YEP, I have had reader boards in the past but these helpdesk folks are in different offices. It might be cheaper to use mirrors for all of them to see one board. HA!

 

[T1PSTN]

You could give them all Symposium Client and let the access the realtime displays, or check out some of the apps that readerboard companies offer for the desktop. A few of them have an App that runs on their readerboard server that publishes a multicast update to client pieces on the desktop.

--T1PSTN

 

[jhenley]

I already know that the DWC **** (CDN #) works to show accurate waiting calls and wait time for that one skillset(CDN). No manned info on CDN of course. I'm mainly looking for someone who might have already run across that "got ya" because the agents are programmed as supervisors instead of agents. The only situation I have come acroos so far is I had to turn on AOS so the "real supervior" can obseve them.

 

[loydnomsg]

What does DWC mean I am familiar with CDN

 

[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.

 

[vztech]

DWC key on my sets are off on maned almost double what it should be.

anyone know what the real time disply CD is used for? is that for agents.

Clients already have RTD but I'm not sure what the RTD cd is on its own.

It's only dialtone-VZ