Symposium Express - Agent Out of Service question

[dudecrush]

I have Symposium Express Version 4, and I have a call routing problem that is vexing me. (I inherited this system, and I'm a bit of a newbie when it comes to using it, so forgive my ignorance.)

Whenever the call center wants to have a meeting, they've been told to stop Symposium (using the stoplight), have agents log out, then start Symposium up again. After Sympsium starts, they're expecting the "In a meeting" message to play, but instead they hear the Emergency message. They swear this method used to work.

I reviewed Call Treatment. The Emergency number is set correctly, and it's set to engage when, "..your call center is in a state-of-emergency or all agents are logged out." This alone explains their problem - since all agents are logged out, it plays the Emergency message. However, when I review the treatment options, the "Skillset Out of Service Treament" is set to the meeting extension.

So the issue (I think) is a definitional one: We're assuming that logged out means Out-Of-Service, but the system thinks it's an emergency. How does one put agents "Out of Service" so they can have their meeting and then have the meeting announcement play for callers? I searched the help function for "Out of Service" and "Skillsets" but it wasn't much help.

Any insight would be appreciated.

 

[telebub]

If ALL agents defined in Symposium are logged out, the system performs the Emergency Call
Treatment. If all agents assigned to a particular skillset are logged out but agents in other skillsets are logged in, then the Skillset Out of Service treatment will be in effect for that Call Treatment.

We handle it this way. Create a "Meeting Agent" and give it a unique login ID that can be remembered. Don't assign it to a skillset or leave it in the default skillset as Standby. When they want to go into a meeting, log that agent in and only that agent. Skillset Out of Service treatment will now go into effect and not Emergency treatment.

 

[dudecrush]

Thanks telebub. We use meeting agents on our Avaya system, but I didn't know it was possible with Symposium. Based on your suggestion, I was going to create a meeting agent and then I discovered that one had already been made before I inherited this puppy (wish I would've known). We're going to give it a whirl. I'll be it works.