| Author |
Message |
BarryT
Guest
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 Posted:
Thu Nov 10, 2005 5:21 pm Post subject:
Symposium Inbound and Outbound call |
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We have a Call Center with Symposium 4.0. Does anyone know how to setup
agents to make inbound and outbound calls on the same phone through
Symposium?
Thanks for your time.
Barry |
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Michael Andrews
Guest
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| Posted:
Mon Nov 14, 2005 9:20 am Post subject:
Re: Symposium Inbound and Outbound call |
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Hi Barry,
What exactly do you mean by your question? As long as the agents have
a normal extension along with their ACD button they will be able to
make and receive personal calls, as well as receive queued calls when
logged into Symposium. Are you having a problem reporting on usage?
~ Mike
BarryT wrote:
| Quote: | We have a Call Center with Symposium 4.0. Does anyone know how to setup
agents to make inbound and outbound calls on the same phone through
Symposium?
Thanks for your time.
Barry |
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| Back to top |
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ALmom
Guest
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| Posted:
Wed Nov 16, 2005 1:33 am Post subject:
Re: Symposium Inbound and Outbound call |
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Mike.
No, reporting is not the problem. Whenever the agents make a call on their
DN key, there is no indication that there is an incoming call in the Queue.
I have asked few people but no answer.
Barry
"Michael Andrews" <djnullspace@gmail.com> wrote in message
news:1131940308.557179.116970@g43g2000cwa.googlegroups.com...
| Quote: | Hi Barry,
What exactly do you mean by your question? As long as the agents have
a normal extension along with their ACD button they will be able to
make and receive personal calls, as well as receive queued calls when
logged into Symposium. Are you having a problem reporting on usage?
~ Mike
BarryT wrote:
We have a Call Center with Symposium 4.0. Does anyone know how to setup
agents to make inbound and outbound calls on the same phone through
Symposium?
Thanks for your time.
Barry
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| Back to top |
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Michael Andrews
Guest
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| Posted:
Wed Nov 16, 2005 3:40 am Post subject:
Re: Symposium Inbound and Outbound call |
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Hi Barry,
What you're describing is an upgraded "feature" of Symposium over
Meridian Max. When a call is in queue and the agent is either on an
ACD or DN call, the "Disp Queue" key no longer lights up. I'd be
interested also to know if anyone else has found a workaround for this.
Neither Nortel nor our service provider can provide a workaround
besides "have everyone logged in."
Frankly, I think this has to do with Symposium's entire concurrent
"agents logged in" licensing structure. If you don't know if calls are
being queued then you have to be logged in just in case, right? The
more people you have htat need ot be logged in all the time the more
licences you need to buy.
So, sorry Barry, but we experience the same issues at our site and have
yet to find a solution.
~ Mike |
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bill
Guest
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| Posted:
Wed Nov 16, 2005 3:59 am Post subject:
Re: Symposium Inbound and Outbound call |
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BarryT wrote:
| Quote: | We have a Call Center with Symposium 4.0. Does anyone know how to setup
agents to make inbound and outbound calls on the same phone through
Symposium?
Thanks for your time.
Barry
|
Hello Barry,
Have you tried changing the queue in LD 23to:
ACAA yes
This allows the agent to pu an active IDN call on hold and press the
in-calls to retrun to the idle agent queue.
You may want to try SDNB yes as this blocks calls to the secondary DN
while busy on ACD call.
I'm not sure if this helps but you may want to try it.
Bill |
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BarryT
Guest
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| Posted:
Fri Nov 18, 2005 5:21 pm Post subject:
Re: Symposium Inbound and Outbound call |
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Ok I'll try that. Thanks evryone.
Barry
"bill" <bill.webber@tri-c.edu> wrote in message
news:1132091994.739198.327400@g47g2000cwa.googlegroups.com...
| Quote: |
BarryT wrote:
We have a Call Center with Symposium 4.0. Does anyone know how to setup
agents to make inbound and outbound calls on the same phone through
Symposium?
Thanks for your time.
Barry
Hello Barry,
Have you tried changing the queue in LD 23to:
ACAA yes
This allows the agent to pu an active IDN call on hold and press the
in-calls to retrun to the idle agent queue.
You may want to try SDNB yes as this blocks calls to the secondary DN
while busy on ACD call.
I'm not sure if this helps but you may want to try it.
Bill
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