132 Symposium Express Call CenterConfiguring call treatments and call routing Standard 2.0OverviewIntroductionSwitch resources are devices that are configured on the switch and acquired bySymposium Express Call Center. The acquisition of switch resources notifiesthe switch to send messages regarding the resources to Symposium Express CallCenter. These resources are CDNs, routes, voice ports, IVR ACD-DNs, andACD phonesets.For a more detailed description of switch resources, see ìSwitching and routingconceptsî on page 21. For procedures relating to the switch resources, refer toChapter 7, ìConfiguring switch resources.îAfter your Nortel representative configures the switching resources, you canconfigure call routing.Call treatmentsWhile callers wait for their calls to be answered by an agent, they may receivecall treatment, such as a recorded announcement or music. You can create up to32 different call treatments for your call center. The Call Treatment wizardguides you through a series of screens in which you configure! the hours of operation of your call center! how to handle calls that have been waiting in queue for an extended periodof time (overflow treatment)! holidays on which your call center is closed! the types of announcements (such as Expected Wait Time or Position inQueue), music, or other tones to give to calls arriving at the call centerYou can also configure how to handle calls during emergency situations from theCall Treatment window.
