24 Symposium Express Call CenterGetting started Standard 2.0Networking and Symposium Express CallCenterIntroductionThis section gives a brief overview of the networking features of SymposiumExpress Call Center.Note: Symposium Express Call Center supports NACD; it does not supportNetwork Skill-Based Routing.Networking features! NACD calls arrive at the server through a network ACD-DN and arepresented to a phoneset acquired by Symposium Express Call Center.Note: Delay and abandon statistics are not available for NACD calls.! Calls can be overflowed to NACD by entering the NACD number in theSecond Overflow Treatment section of the Overflow Configurationwindow. For more information on this window, see page 149.! If the remote system has a Symposium Express Call Center systemconfigured, then the call is presented to an Express agent on a separateACD key on the agentís phoneset. Incoming calls ìtoggleî betweenSymposium Express Call Center skillset calls and NACD calls.! In the remote Symposium Express Call Center system, the incomingNACD call is treated as a new call.TrackingFor NACD calls, the server does not record information about call activity onthe switch. NACD calls are tracked from the time they are answered at aphoneset acquired by Symposium Express Call Center. Therefore, the serverdoes not record the following statistics for ACD calls:! calls offered! calls waiting! calls abandoned (and abandon delay)
