I have currently integrated Syposium Express Call Center ACD 4.0 with Cisco ICM 6.0 (Symposium PG is Active and Message passing beween ACD and Cisco happens.)
1. I have built a DNIS script using the Call Routing Explorer and my Master_Script is now active, but i am not able to edit the scripts to add my own commands ( For Eg: include SEND INFO in my script),when i looked at the Installation and Configuration Guide it says i will not be able to modify the existing scripts. What should i do in case i need to modify the scripts??
We have a Script Command window in the scripts but all the commands in that are disabled.
In case we are not allowed to modify the scripts then why is it able to insert the first command selected?
2. Since Symposium now routes the calls using ACD logics, the call is not transferred to Cisco ICM and the routing logic is decided at the Symposium level itself. What if i need to decide the routing logic at Cisco level??
Please let me know in case you have any documents that support the same.