Symposium and IVR configuration query

[DancingDave]

We are currently installing an IVR system from a 3rd party supplier (Fluency) and are investigating the best way to configure the IVR ports on Meridian/Symposium.

The 30 ivr ports (E1 card in Meridian) are currently configured as 500 sets with an ACD-DN, the IVR system (using CT-connect) then logs these virtual agents into the queue.

My questions are:

Meridian
1. Is this the best way to configure the ports on Meridian? Are there any disadvantages to this approach?

2. Are there any alternative configurations? e.g. could we set up these ports in a hunt group or as IVR ports?

Symposium

1. Do these ports have to be acquired on Symposium as voice ports? Is there a way of acquiring them as agent phones?

2. If we configure the voice ports as agents with Skillset X, can we set-up a script that queues calls to this skillset?

Any info or experiences of this would be helpful.

 

[rfwhite]

>The 30 ivr ports (E1 card in Meridian) are currently >configured as 500 sets with an ACD-DN, the IVR system
>using CT-connect) then logs these virtual agents into the >queue.
We do a similar thing across a T-1.

>Is this the best way to configure the ports on Meridian?Don't know if it's the 'best'but it works reliably for us.

>Do these ports have to be acquired on Symposium as voice ports?
No.
>If we configure the voice ports as agents with Skillset >X, can we set-up a script that queues calls to this >skillset?
I haven't tried that but it should work. We just transfer the calls to the IVR ACD DN.