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Define Connections Between Monitored Servers

After you define the Monitored Servers for the Director server to manage, define connections between Monitored Servers so that interactions route between them. For more information about routing combinations and their effect, see Routing Combinations.

To define connections between Monitored Servers

  1. On the Director server, start Interaction Administrator and then click the Monitored Servers container.

  1. In the list view, double-click a Monitored Server. The Monitored Server Configuration dialog box appears.

  1. Click the Routing Map tab.

  1. Click Add. The Routing Map Destination Configuration dialog box appears.

Server Name: Name of the Monitored Server to route this Monitored Server to when routing interactions between servers.

Called Address: Called number of the T1/E1 or ISDN tie line for the Monitored Server specified in the Server Name box. This phone number connects the servers. 

Calling Address: Calling number of the ISDN tie line that connects this Monitored Server and the server specified in the Server Name box. The system places the interaction ID information in the origination information of the extended place call tool. If the tie line is not ISDN, specify the ANI/DNIS configuration for the interface on both CIC servers. For a T1/E1 line, leave this box blank.

Line Group: Line group for Director to use when routing calls from this Monitored Server to the server specified in the Server Name box. For a T1/E1 line, leave this box blank.

Send Interaction Identifier as: These options configure signaling attributes that identify the interaction when it routes to the server.

Called Address: If selected, places the called number of the tie line in the dial string of the extended place call tool. If the tie line is not ISDN, specify the ANI/DNIS configuration for the interface on both CIC servers.

DTMF: (Dual-Tone Multi-Frequency) If selected, plays digits to navigate an IVR. The interaction ID information plays as tones after the call connects, the wait time passes, and the DTMF code plays. Select this option when you have a dedicated T1/E1 tie line between servers. 

Calling Address: If selected, places the calling number of the tie line in the dial string of the extended place call tool. If the tie line is not ISDN, specify the ANI/DNIS configuration for the interface on both CIC servers.

DTMF Code: Code to play when sending an interaction ID between servers connected by a T1/IE tie line.

Wait time: Number of seconds to wait to play in interaction ID as tones.

  1. If you selected the DTMF option for servers connected by a T1/IE tie line, change the handler on each Monitored Server. For more information, see Handler Change for T1 Tie Lines.

  2. Complete the information in the dialog box.

  3. Define other routing map connections between this Monitored Server and other Monitored Servers as necessary.

  4. Click OK.