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Michael Andrews · Guest

Hi all,

I've been struggling with something for awhile and was wondering if
anyone has information that can help me out. Here's the situation:

Back when we were using Meridian Max for call centre processing we had
an alarm that would go off if there was a call waiting in queue. This
was hardwired to an ACD phone that looks at that queue and, if the DISP
QUEUE button on the phone was lit (meaning that there was a call
waiting to be answered) the alarm would go off. Since Symposium,
however, the DISP QUEUE button no longer works as it used to. The key
doesn't light and therefore the alarm doesn't go off.

We managed a work-around where if there are no available agents in the
queue it dumps out of a Symposium managed CDN and into a vanilla ACD
queue in the switch. This vanilla queue lights the DISP QUEUE button
and the alarm goes off. Here's the catch: since it has dumped out of a
Symposium managed CDN you can no longer report on that call. It
appears as "terminated" in the reports.

Does anyone have any ideas on how I can get an audible alarm working
with Symposium so I can still perform accurate reporting on the queue?

Thanks for any info!
Michael

jockgeek · Guest

I'm pretty sure I can help, but I need more information.

What exactly do you mean by "the DISP QUEUE button no longer works as
it used to" ?

When the button was working, was it solid or flashing?

Can you copy & paste the TNB of the phoneset you're trying to use?

Michael Andrews · Guest

Hi JG,

DISP QUEUE (KEY xx DWC xxxx) used to blink if a call was waiting in
queue. It does nothing now when the call routes through Symposium.
Here's the TNB of the phone that is connected to the Algo Auxbox alarm:

REQ: stat 4 0 1 3
IDLE
REQ:
REQ: prt
TYPE: tn
TYPE TNB

MARP NOT ACTIVATED

TN 4 0 1 3
DATE
PAGE
DES

DES S007
TN 004 0 01 03
TYPE 2616
CDEN 8D
CTYP XDLC
CUST 0
AOM 0
FDN 7500
TGAR 8
LDN NO
NCOS 4
SGRP 0
RNPG 0
SCI 0
SSU 0000
LNRS 16
XLST
SCPW
CLS UNR FBD WTA LPR MTD FNA HTA ADD HFA
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN

CPND_LANG ENG
RCO 0
HUNT 7500
LHK 2
LPK 8
PLEV 02
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19
SFRB 1 2 15
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 3357 0 2777
AGN
01 SCR 7777 0 MARP
CPND
NAME SSG Login
XPLN 9
DISPLAY_FMT FIRST,LAST
02 SCR 5777 D
CPND
NAME SSG Login
XPLN 9
DISPLAY_FMT FIRST,LAST
03 TRN
04 AO6
05 CFW 4
06 MWK 7500
07
08 NRD
09 MSB
10 SCC 0777
11 DSP
12 SSU 0000
13
14 DWC 3357
15
DATE 24 OCT 2005

NACT

Thanks for looking at it,
Mike

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