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