Meridian and Symposium

[MonkAZ5]

All,

would like to more about how Symposium interacts with the Meridian. If the Symposium server goes down will that stop the switch from sending calls to the ACD group? Have heard from local techs, they say yes, I don't see how with the Meridian providing the ACD part. The Symposium provides queue info. and that is what I see will stop.

Any input is appreciated.

 

[johnpoole]

the symposium is in control of the acd sets, if you send the call to a cdn, then to the acd group, the cdn can have a dfdn that goes to the groups when the smposium does fail. that and attention to the ncfw on the acd helps. with the pri in the switch, you can control routing in any situtation.

john poole
bellsouth business
columbia,sc

 

[sandyml]

What Symposium goes down, you go into "default" mode. That means that calls will follow the ACD programming in the PBX. When Symposium is functioning, it overrides that ACD programming. For example, an agent can log in (with Symposium) on any ACD phone, regardless of what ACD Q it is programmed in. Symposium will send them the calls for their skillsets. With Symposium down, the CDNs are in default and will follow the DFDN they are programmed with, meaning it will go to an ACD Q. If the agent is logged into a phone with a different Q, they won't get the call. So, it depends on your default ACD programming and the call flow needs of your center, whether it will work or not. Certainly, it won't work just like it does in the Symposium environment.

 

[johnpoole]

right, you'll lose script/shillset routing, but the calls should still go to the agents in que. if not someone didn't program the group correctly

john poole
bellsouth business
columbia,sc

 

[rfwhite]

All above is correct. It's easy for folks to get lazy about phone setup since Symposium handles things quite well so just make sure you have your ACD routing set up like you need it to work. Probably easy since you're likely using it that way now, just make sure future MAC keep up with the plan.