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1.
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Call-In DN - The Call-In DN is a public number (Must have a DID assigned and the DID must fall in the range on the EndPoint tab.) This DN is a SIP subscriber with a Device Type of 'Other SIP device' and cannot be assigned as profile only. This is the main number that will be used to call into the Contact Center. This DN shall not register with the OSV and hence it will be setup with Call-Forward Unconditional to the MLHG Init Pilot DN.
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2.
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Re-queue DN - The Re-queue DN is a SIP subscriber with a private number that must have a Device Type of 'Other SIP device' assigned. This number will be used when an agent accepts a call but then needs to place the caller back in the MLHG queue. This DN shall not register with the OSV and hence it will be setup in the OSV with Call-Forward Unconditional to forward to the MLHG MOH Pilot DN.
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3.
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MLHG Init Pilot - The MLHG Initial Pilot DN is a SIP subscriber with a private DN and should have a device type of 'profile only.' This hunt group will be configured with Hunt Type set for 'manual.' The manager and agents assigned to this Contact Center Group are members of this Initial Hunt Group.
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4.
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MLHG MOH Pilot - The MLHG Music On Hold Pilot DN is a SIP subscriber with a private DN and should have a device type of 'profile only.' This hunt group will be configured with Hunt Type set for 'manual.' The manager and agents assigned to this Contact Center Group are also members of this MOH Hunt Group.
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5.
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Closed Announcement DN - The Closed Announcement DN is a private DN and is not defined on the Subscribers tab and is only defined on the OSCC tab. Routing will be created to forward any calls to this DN to the Xpressions EndPoint where they will be played an Intercept Announcement. If a customized announcement is not provided a generic announcement will be played.
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6.
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Manager and Agent DNs must also be defined on the Subscribers tab. The DNs can be public or private numbers and for the Device Type they must have a SIP device defined. Only OpenStage 40, 60 or 80 are applicable as Device Types for Managers and Agents. These DNs cannot be 'profile only.' If the Device Type is blank on the Subscribers tab then the default from the Express Site tab will be used. Managers and Agents must be assigned to both the Init MLHG and the MOH MLHG. This is done by assigning the same Group ID in the MLHG Group column on the Subscribers tab. If this column is left blank WebCDC will automatically fill in the Group ID during the configuration generation. In addition to the two Init and MOH MLHG's the subscribers that are agents can be assigned to other MLHG's.
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7.
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In addition to the above entries on the Subscribers tab, the following entries must be populated in the OSCC tab. Change to that tab to provide the following:
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