Nortel Agent Greeting NTVQ09BA Installation Manual
  1. Manuals
  2. Brands
  3. Nortel Manuals
  4. Network Card
  5. Agent Greeting NTVQ09BA
  6. Installation manual
Nortel Agent Greeting NTVQ09BA Installation Manual

Nortel Agent Greeting NTVQ09BA Installation Manual

Nortel agent greeting ntvq09ba: installation guide
Hide thumbs Also See for Agent Greeting NTVQ09BA:
Table of Contents

Advertisement

Quick Links

Download this manual
Nortel Agent Greeting
NTVQ09BA Installation Guide
Publication Number: NTPH13AA_Install
Document release: 3.02
Date: Sep 2006
Year Publish FCC TM
Copyright © 2006 Nortel Networks, All Rights Reserved
Information is subject to change without notice. Nortel Networks reserves the right to make changes in design
or components as progress in engineering and manufacturing may warrant. This equipment has been tested
and found to comply with the limits for a Class B device pursuant to CENELEC Product Emission Standard EN
55 022:1994 (CISPR22) when installed as instructed in a Meridian 1 system. These limits are designed to
provide reasonable protection against harmful interference when the equipment is operated in a commercial
environment. This equipment generates, uses, and can radiate radio frequency energy, and if not installed and
used in accordance with the instruction manual, can cause harmful interference to radio communications.
Operation of this equipment in a residential area is likely to cause harmful interference in which case the user
will be required to correct the interference at their own expense.
Meridian 1 is a trademark of Nortel Networks.

Advertisement

Table of Contents
loading

Related Manuals for Nortel Agent Greeting NTVQ09BA

Summary of Contents for Nortel Agent Greeting NTVQ09BA

  • Page 1 Copyright © 2006 Nortel Networks, All Rights Reserved Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. This equipment has been tested and found to comply with the limits for a Class B device pursuant to CENELEC Product Emission Standard EN 55 022:1994 (CISPR22) when installed as instructed in a Meridian 1 system.
  • Page 2 Page 2 of 84...
  • Page 3 Sept 15 2006 Version 3.02 is released. Includes description of skillset name length limitation. February 27 2006 Version 3.01 is released. Includes documentation changes due to Media Card product release. Sept 30 2002 Draft 2.0.5 is released. Includes documentation changes due to product feature changes included in AG rel 2.0.5 May 5 2001 Draft 2.0.4 is released, further comments from GCCS.
  • Page 4 Page 4 of 84 Publication history NTPH13AA_Install 3.02 September 2006...

  • Page 5: Table Of Contents

    Contents About this guide ......Installing the Agent Greeting Card ... . Agent Greeting overview .
  • Page 6 Page 6 of 84 Contents Using the Telephony User Interface ... Accessing the Telephony User Interface ....Using the Telephony User Interface .

  • Page 7: List Of Figures

    List of figures Figure 1: VPS Card (NTVQ09AB) Layout ( DSP and PC card slot locations) Figure 2: Media Card (NTVQ09BA) Layout ....Figure 3:Media Card Agent Greeting Card Adapter (L-Adapter) .
  • Page 8 Page 8 of 84 List of figures NTPH13AA_Install 3.02 September 2006...

  • Page 9: List Of Tables

    List of Tables Table 1: Agent Greeting Hardware Platform Details ....Table 2:Agent Greeting applicability and compatibility ... Table 3:Agent Greeting PC card slots and card types accepted .
  • Page 10 Page 10 of 84 NTPH13AA_Install 3.02 September 2006...

  • Page 11: About This Guide

    VPS (NTVQ09AB). However, the Agent Greeting Functionality is identical on both platforms. Nortel Networks Agent Greeting Nortel Networks Agent Greeting is refered to as Agent Greeting for the remainder of this document. Hardware NT Number...
  • Page 12 Page 12 of 84 About this guide Also, both platforms are interoperable in an Agent Greeting Multicard Group. i.e. VPS (NTVQ09AB) and Media Card (NTVQ09BA) can be used together in the same Agent Greeting group. NTPH13AA_Install 3.02 September 2006...

  • Page 13: Installing The Agent Greeting Card

    Page 13 of 84 Installing the Agent Greeting Card Agent Greeting overview Agent Greeting allows agents with Agent Greeting Allowed Class of Service to pre-record the greeting which they would normally use to introduce themselves at the start of a customer call. With Symposium Call Center Server, agents can have a skillset specific greeting (“Welcome to Sales, Joe speaking, how can I help you”) and with ACD or MAX based call centers the greeting is generic for calls the agent receives (“Welcome to Company X, Joe speaking, how can I help you”).

  • Page 14: Installation Overview Table

    Page 14 of 84 Installing the Agent Greeting Card Agent Greeting 3.01 introduced the Media Card (NTVQ09BA) hardware platform for Agent Greeting. The Agent Greeting Functionality is identical on both Media Card (NTVQ09BA) and VPS (NTVQ09AB) hardware platforms. Furthermore, both platforms are interoperable in an Agent Greeting Multicard Group. i.e. VPS Agent Greeting (NTVQ09AB) and Media Card Agent Greeting (NTVQ09BA) can be used together in the same Agent Greeting group.
  • Page 15 Installing the Agent Greeting Card Agent Greeting Applicability and compatibility Card slot location 51C, 61C, 81, or 81C any IPE slot except CONT. Any IPE Slot in an Option 11 Cabinet/Chassis Sucession 1000M Half Group /Single Group /Multi Group:any IPE slot except CONT. Any IPE slot in a Sucession 1000 or Succesion 1000M Cabinet/Chassis.
  • Page 16 Page 16 of 84 Installing the Agent Greeting Card Agent Greeting Expandability Conference capacity Requirements Package Information PEP Information Browser Minimum Release Supported FTP server NTPH13AA_Install 3.02 September 2006 Applicability and compatibility VPS Agent Greeting (NTVQ09AB)only: 2 NTFG95 DSP cards can be installed, each providing 8 additional DSP ports.

  • Page 17: Installing The Agent Greeting Card

    Installing the Agent Greeting card Ensure the system has adequate conference capacity to support the number of Agent Greeting ports to be installed. If the capacity is inadequate, install extra XCT cards for a large system ( Fiber and Conference cards for a small system ( ) as required.
  • Page 18 Page 18 of 84 Installing the Agent Greeting Card Fully insert the Agent Greeting card in its assigned slot and lock the latches. During power-up, the hex LED display provides a visual progress indication of self-tests and provides information on the first failure detected. Hex display codes are provided in the “NTVQ09AB Agent Greeting Test and Debug Capabilities”...
  • Page 19 Agents log on to the TUI and record default and skillset-specific greetings. Agent Greeting card installation is complete. Upgrade and maintenance information See “Agent Greeting Card Test and Debug Capabilities” and “Agent Greeting Loadware Upgrades” in the Maintenance and Troubleshooting Guide for information on Maintenance port access and upgrade information respectively.

  • Page 20: Installing Pc Cards And Dsp Cards

    The VPS Agent Greeting Card (NTVQ09AB) has 8 ports of DSP capacity on the motherboard by default. Optionally, two Nortel Networks NTFG95 DSP PC cards may be added to increase the DSP port capacity in increments of 8 ports to a total of 24 ports.

  • Page 21: Table 3:Agent Greeting Pc Card Slots And Card Types Accepted

    Note: Installing DSP cards or standard PC cards in the incorrect slots will not adversely affect the operation of the VPS Agent Greeting card (NTVQ09AB) or in any way damage the installed cards. Using PC Cards with Media Card Agent Greeting Card (NTVQ09BA) The standard Media Card Agent Greeting Card (NTVQ09BA) has 24 ports of DSP capacity on the motherboard by default.

  • Page 22: Table 4:Tn To Dsp Mapping (For Vps Agent Greeting Cards (Ntvq09Ab))

    Page 22 of 84 Installing the Agent Greeting Card Table 4: TN to DSP Mapping (for VPS Agent Greeting Cards (NTVQ09AB)) On-board (Always Available) Card #1 (Faceplate Slot D1:) Card #2 (Faceplate Slot D2:) NTPH13AA_Install 3.02 September 2006 TNs available 8-15 16-23...

  • Page 23: Figure 1: Vps Card (Ntvq09Ab) Layout (Dsp And Pc Card Slot Locations)

    Figure 1: VPS Card (NTVQ09AB) Layout (DSP and PC card slot locations) Merid ian -1 Meridian-1 C52 DSP Module C52 DSP Module NTRH01AA RL S xx PC Card Type III Merid ian-1 Meridian-1 C52 DSP Module C52 DSP Module N TRH 01AA P C Card Type I II 40 MByte Memo ry Card 48 MByte Memory Card...

  • Page 24: Figure 2: Media Card (Ntvq09Ba) Layout

    Page 24 of 84 Installing the Agent Greeting Card Figure 2: Media Card (NTVQ09BA) Layout NTPH13AA_Install 3.02 September 2006...

  • Page 25: Engineering Considerations For Agent Greeting Cards

    Engineering considerations for Agent Greeting cards Agent Greeting cards are configured as XDLC cards in the Meridian Overlays. However, they handle a much higher call volume than a standard XDLC card. This is due to the short duration of the greetings, which are generally less than ten seconds in duration.

  • Page 26: Cabling The Vps Agent Greeting Card (Ntvq09Ab)

    Page 26 of 84 Installing the Agent Greeting Card Cabling the VPS Agent Greeting Card (NTVQ09AB) The following cables are required for cabling the VPS version of the Agent Greeting card: • NTAG81CA Maintenance cable for Agent Greeting card • NT8D81AA Backplane to I/O panel cable (Option 51C to 81C only - before IPE shelf vintage NT8D37EC).
  • Page 27 Nortel Network Server Subnet Ethernet Port One RS232 port Note: The Nortel Networks Server Subnet (formerly known as C-LAN) network interface port is connected to the port labelled E-LAN on the L-Adapter.The Port labelled T-LAN is not used by Agent Greeting.

  • Page 28: Figure 3:Media Card Agent Greeting Card Adapter (L-Adapter)

    Figure 3:Media Card Agent Greeting Card Adapter (L-Adapter) Caution: An EMC Shielding kit (ferrite- A08070556) must be installed on the Nortel Networks Server Subnet interface cable to meet regulatory requirements at the installation site. The ferrite must be placed on the Ethernet cable during installation.

  • Page 29: Large System Cabling

    Connecting the Media Card (NTVQ09BA) to a modem To provide remote access to the Command Line Interface(CLI) for support and remote maintenance, you can connect a modem to the serial port of the Media Card (NTVQ09BA). To set up a working interface: 1.

  • Page 30: Figure 4: Nt8D37Ec Shelf Cabling

    Page 30 of 84 Installing the Agent Greeting Card On new Option 51C to 81C Meridian 1 systems (including and after IPE Shelf vintage NT8D37EC) any IPE slot can be used to house the Agent Greeting card. On older Option 51C to 81C Meridian 1 systems, by default, only slots 0, 4, 8, and 12 can be used for Agent Greeting cards, as these are fully wired on the IPE shelf backplane.

  • Page 31: Figure 5: Nt8D37Dc Shelf Cabling

    Figure 5: NT8D37DC shelf cabling (P 3 LAN ) Et hern et R J45 soc ket (P 2 D EB U G) 9-w ay R S-232 D -ty pe On the NT8D37DC shelf (seeFigure 5 ), the backplane connectors L1, L2, and L3 from card slot 0, 4, 8, and 12 are cabled to I/O connectors A, E, K, and R.

  • Page 32: Assigning The Internet Protocol Address

    Page 32 of 84 Installing the Agent Greeting Card Assigning the Internet Protocol address Agent Greeting allows two basic methods of assigning IP addresses to individual cards. These are static assignment via the Maintenance and Debug Serial Port and dynamic assignment using Dynamic Host Configuration Protocol (DHCP). It is recommended that a Static IP address is assigned to the card unless a Reserved IP address entry can be made in the DHCP server, which will always give the reserved IP address to the Agent Greeting card.
  • Page 33 Caution Assigning an IP address requires great care to ensure that you have a unique IP address, the correct subnet mask, and the correct gateway address. An incorrect IP address or Subnet Mask can bring down the entire LAN to which the card is connected.
  • Page 34 Page 34 of 84 Installing the Agent Greeting Card The Card must now be reset by pressing Reset on the faceplate. The lnIsaIPMethodSet function has three possible options: 1 - use DHCP for IP address assignment, 2 - use static IP address information stored in NVRAM, 3 - Hybrid (not recommended for Agent Greeting).

  • Page 35: Changing The Username And Password For Command Line Access

    Changing the Static IP address The static IP address information can be changed at any time by repeating the above procedure. The change takes place immediately. Any existing IP based sessions will be lost (e.g. BUI, Telnet) and must be reconnected to the new IP address.

  • Page 36: Switch Configuration For Agent Greeting Ports

    Page 36 of 84 Installing the Agent Greeting Card Switch configuration for Agent Greeting ports Enable Package #152 – For Agent Greeting to be configured, the Flexible Services Port (FXSP) package, number 152, must be enabled. Note: The Agent Greeting Ports appear to the Meridian switch as M2616 digital sets and must be configured as such.

  • Page 37: Table 7:Ld 15 Agent Greeting Port Configuration

    FXSP FLXA 0 MCR xxxx 1 -15 LD 15 – Under FTR_DATA, use the FXSP (Flexible Services Port) field. When FXS YES is entered, the prompt FXSDN appears which allows an FXSDN to be added or removed. A maximum of 10 FXSDNs can be defined per customer. A MADN can only be applied to 30 sets.

  • Page 38: Table 8:Ld 32 Agent Greeting Port Enable

    Page 38 of 84 Installing the Agent Greeting Card ASPCT FXSDN FXSDN FXSDN FXSDN LD 32 – When a set is enabled from LD 32, it responds with a key map download request message. Any unrecognized key codes are ignored, and incoming events on those keys are not processed.

  • Page 39: Adding Agent Greeting Service To Agent Sets

    Note: It is recommended that the operator disable all Meridian Modular or Meridian Digital units in LD 32 before moving (MOV) or outing (OUT) them in LD 11. This is because the Agent Greeting card does not receive any messages from the Meridian 1 on a move or an out.

  • Page 40: Accessing The Administrator Browser User Interface

    Page 40 of 84 Installing the Agent Greeting Card Accessing the Administrator Browser user interface Once the above installation is complete, the Administrator can access the Browser via the IP address assigned to the Agent Greeting card (see “Assigning the Internet Protocol address”...

  • Page 41: Table 9:Browser User Interface Administrator Logon Frame

    Installing the Agent Greeting Card Page 41 of 84 Table 9: Browser User Interface Administrator logon frame Agent Greeting Card Installation Guide...

  • Page 42: Creation Of Supervisors

    Page 42 of 84 Installing the Agent Greeting Card Table 10: Pack Modify / Remove Browser frame Creation of supervisors The Administrator can now create Supervisors. Choose Supervisor > Create from the Navigation Tree. Enter the supervisor’s information, and then click Add to add each supervisor to the database.

  • Page 43: Table 11:Create Supervisor Browser Frame

    Installing the Agent Greeting Card Page 43 of 84 Table 11: Create Supervisor Browser frame Agent Greeting Card Installation Guide...

  • Page 44: Creation Of Skillsets

    Page 44 of 84 Installing the Agent Greeting Card Creation of skillsets For Symposium-based call centers, skillsets can be created by choosing Skillset > Create from the Navigation Tree. For MAX or ACD installations Skillset specific greetings are not supported - only default greetings per agent are supported. Table 12: Create Skillset Browser frame NTPH13AA_Install 3.02 September 2006...

  • Page 45: Assigning Supervisors To Skillsets

    Installing the Agent Greeting Card Page 45 of 84 Assigning supervisors to skillsets Skillsets must be assigned to supervisors to allow supervisors to assign agents to the skillset. Only then can agents record skillset-specific greetings. This can be done by choosing Supervisor >...

  • Page 46: Table 14:Browser User Interface Supervisor Logon Frame

    Page 46 of 84 Installing the Agent Greeting Card Table 14: Browser User Interface Supervisor logon frame NTPH13AA_Install 3.02 September 2006...

  • Page 47: Accessing The Supervisor Browser User Interface

    Installing the Agent Greeting Card Page 47 of 84 Accessing the Supervisor Browser User Interface The supervisors are now ready to be used. Supervisors can now log on to the pack (using the same URL as described in “Accessing the Administrator Browser user interface”...

  • Page 48: Table 15:Create Agent Browser Frame

    Page 48 of 84 Installing the Agent Greeting Card Table 15: Create Agent Browser frame NTPH13AA_Install 3.02 September 2006...

  • Page 49: Configuring Agent Greeting Multicard

    Configuring Agent Greeting multicard Agent Greeting Multicard configuration frames can only be accessed by an Administrator. A single Agent Greeting card can be configured with a maximum of 24 ports. Multiple Agent Greeting cards can be grouped together to increase the number of ports available to an FXS DN.
  • Page 50 Page 50 of 84 Installing the Agent Greeting Card Do not configure the client cards individually. Instead, add client cards to the Multicard group using the Browser on the server. Use the Modify Group frame to add unassigned cards to the group by clicking Acquire.
  • Page 51 The server then reconnects and transfers all agent and Skillset configuration to the client. Any recorded Agent Greeting prompts are also transferred. If the system has been installed for a long time and has a large number of agents configured it can take up to two hours to synchronise all the data and greetings.

  • Page 52: Changing A Client Card Into A Server

    Page 52 of 84 Installing the Agent Greeting Card Changing a Client Card into a Server There are certain circumstances when you may wish to change a card which had been a client into the server card, for example, should the server card become faulty. This is simply done by removing the dongle from the server card and replacing the client’s dongle with the dongle removed from the server card.
  • Page 53 Installing the Agent Greeting Card Page 53 of 84 Card Location After making a Client Card into a Server Card, when the card boots up as a Server, it’s location field on the BUI contains the location of the old Server Card. This can be manually updated in the modify group page.

  • Page 54: Using The Telephony User Interface

    Page 54 of 84 Using the Telephony User Interface Using the Telephony User Interface Accessing the Telephony User Interface All agents and supervisors can access the Telephony User Interface (TUI) by dialing the DN configured as the FXSDN as described in “Switch configuration for Agent Greeting ports”...
  • Page 55 In the TOD menu in the TUI, the main greeting (default or skillset greeting) is included in the playback of the recorded TOD greeting. This allows the agent to fine tune intonation of both greetings and the delay between the greetings so that the concatenated greeting sounds natural.

  • Page 56: Table 16:Preferences Browser Frame

    Page 56 of 84 Using the Telephony User Interface Finally, agents must record their default and skillset specific greeting. If the Agent Greeting Card cannot find or fails to match a greeting to the agent information presented at call setup, a brief tone is played. This tone is intended to prompt the agent to record a greeting.

  • Page 57: Changing The Language For The Tui And Bui

    Slot A: with prompt sets for the additional languages. This can be done via FTP. Follow these steps: Download the desired zipped language prompt set from the Nortel Networks website to a PC installed with an FTP client.
  • Page 58 Page 58 of 84 Using the Telephony User Interface Transfer the folder containing the language prompts (DEUTSCH in the example above) to the /A:/TUI/ directory. The TUI folder on the card should now contain two folders—ENGLISH and DEUTSCH. Close the FTP session to the Agent Greeting card. In Meridian Overlay 32, enable the Agent Greeting card to be updated, using the ENLC command.

  • Page 59: Telephony User Interface Menu Flows

    Telephony User Interface Menu Flows Figure 6TUI Main Menu VPS-AG ANSWERS OAandM access disabled? “Welcome to Agent Greeting” “Agent ID?” If a TIMEOUT Collect digits until # entered. Valid Agent? “Password?” Collect digits until # entered. Valid logon? “Login incorrect. Agent / Supervisor Please try again.”...

  • Page 60: Figure 7: Tui Agent Menu

    Page 60 of 84 Using the Telephony User Interface Figure 7: TUI Agent menu CASE 4 PREVIOUS SKILLSET CASE 1 RECORD Greeting “Recording Complete” NTPH13AA_Install 3.02 September 2006 AGENT MENU “Main Menu” play skillset title OR “skillset number...” “Press 2 to review your greeting” “For next skillset, press 6”...

  • Page 61: Figure 8: Tui Password Change Menu

    Figure 8: TUI Password Change Menu PASSWORD CHANGE MENU “Password Change” “Please enter your old password followed by #” COLLECT DIGITS Password Correct? “Please enter your new password followed by #” COLLECT DIGITS “Please re-enter new password followed by #” COLLECT DIGITS Validate Password...

  • Page 62: Figure 9: Tui Time Of Day Greeting Menu

    Page 62 of 84 Using the Telephony User Interface Figure 9: TUI Time of Day Greeting Menu “Time of Day Greeting Menu” “Press 1 to review your morning greeting” “Press 2 to review your afternoon greeting” “Press 3 to review your evening greeting” “To return to the previous menu, press #”...

  • Page 63: Figure 10: Tui Supervisor Menu

    Figure 10: TUI Supervisor Menu Back to Main Menu Other cases as per Agent Menu CASE # PLAYBACK “Playback Complete” Using the Telephony User Interface SUPERVISOR MENU “Main Menu” play skillset title “Press 3 to review skillset title” “For next skillset, press 6” “For previous skillset, press 4”...

  • Page 64: Pc Card Flash Memory Backup And Restore

    Page 64 of 84 PC Card Flash Memory Backup and Restore PC Card Flash Memory Backup and Restore What is stored on the PC Card Flash Memory? The PC Card Flash Memory contains all the database information concerning agents, supervisors and skillset assignments. It also contains various preference options (language, etc.) and the TUI prompt segments.
  • Page 65 PC Card Flash Memory Backup and Restore The Backup / Restore Browser frame is shown in Table 17 on page 64. For a backup or restore operation, specify the IP address, username, and password of a suitable FTP server. The pathname to a specific directory on the server must also be supplied.

  • Page 66: Agent Greeting Hardware Installation

    Page 66 of 84 Agent Greeting Hardware Installation Agent Greeting Hardware Installation There are three types of Agent Greeting Multicard Group: Single Card Single Card Agent Greeting configuration is where only a single card is installed (the Server Card) For example: 1.A Single VPS Server Card (NTVQ09AB).

  • Page 67: Hardware Installation Types

    Agent Greeting Hardware Installation Page 67 of 84 Mixed Card Multicard Group Mixed Card Agent Greeting Groups are groups with a mixture of card types. i.e. a mixture of VPS (NTVQ09AB) and Media Card (NTVQ09BA). Hardware Installation types If introducing a Media Card (NTVQ09BA) to a VPS (NTVQ09AB) Multicard group, see “Introducing a Media Card (NTVQ09BA) to a VPS (NTVQ09AB) Multicard Group”...
  • Page 68 Page 68 of 84 Agent Greeting Hardware Installation STEP3: Remove the dongle from the socket on the removed VPS (NTVQ09AB) card. STEP4: Insert the dongle into the socket of the Media Card (NTVQ09BA). STEP5: Insert the PC Card into the “/A:/” drive on the Media Card (NTVQ09BA). STEP5: Change the backplane cabling on the switch slot used by the old VPS server card (NTVQ09AB) to the L-Adaptor used by the Media Card (NTVQ09BA).
  • Page 69 STEP13: Insert the VPS Card (NTVQ09AB) into its new slot. It should boot up as an unassigned card. STEP14:From the Browser User Interface (BUI) of the new Media Card Server Card (NTVQ09BA), assign the VPS card (NTVQ09AB) as a client. The VPS card (NTVQ09AB) should reboot and boot up as a client to the new Media Card Server Card (NTVQ09BA).
  • Page 70 Page 70 of 84 Agent Greeting Hardware Installation STEP5: Insert the dongle into the socket of the Media Card (NTVQ09BA). STEP6: Insert a new PC Card into the “/A:/” drive of the Media Card (NTVQ09BA). As stated above, the new PC Card must be at least equal to the combined size of the 2 PC cards previously used by the VPS Card (NTVQ09AB).

  • Page 71: Vps(Ntvq09Ab) To Media Card (Ntvq09Ba) Replacement In A Vps(Ntvq09Ab) Multicard Group

    Agent Greeting Hardware Installation Page 71 of 84 STEP17: Find a new IPE slot in the switch and perform the necessary switch configuration. See “Installing the Agent Greeting Card” on page 13. STEP18:Move the cabling used in the old slot used by the VPS card (NTVQ09AB) and install it in the new slot.
  • Page 72 Page 72 of 84 Agent Greeting Hardware Installation Single PC Card Configuration STEP1: Remove the VPS (NTVQ09AB) Server Card from the switch. STEP2: Remove the PC card from the drive of the removed VPS Server card (NTVQ09AB). STEP3: Remove the dongle from the socket of the removed VPS Server card (NTVQ09AB).
  • Page 73 STEP10: Remove the PC card from the drive of the VPS card (NTVQ09AB) to be replaced. STEP11: Remove the dongle from the socket of the removed VPS card (NTVQ09AB) to be replaced. STEP12: Insert the dongle into the socket of the old VPS Server Card (NTVQ09AB).
  • Page 74 Page 74 of 84 Agent Greeting Hardware Installation STEP1: Unassign all client cards from the VPS Server card (NTVQ09AB). All client cards will reboot as unassigned cards. STEP2: From the Browser User Interface(BUI) on the VPS server card (NTVQ09AB), Perform a PC Card Backup. See “PC Card Flash Memory Backup and Restore”...

  • Page 75: Adding A Card To A Mixed Card Multicard Group

    Agent Greeting Hardware Installation Page 75 of 84 STEP12: Insert the PC Card into the “/A:/” drive the old VPS Server Card (NTVQ09AB). STEP13: Insert the old VPS Server Card (NTVQ09AB) into the IPE slot in the switch vacated by the VPS card (NTVQ09AB) to be replaced. Insert all other previous VPS client cards (NTVQ09AB) into their respective slots.

  • Page 76: Replacing A Card In A Mixed Card Multicard Group

    Page 76 of 84 Agent Greeting Hardware Installation Replacing a Card in a Mixed Card Multicard Group In the case of a mixed card multicard group, the Server card will already be a Media Card (NTVQ09BA) and the group will use a single PC Card configuration. The replacement process is: STEP1:Remove the Agent Greeting card to be replaced.

  • Page 77: Replacing A Card In A Common Card Multicard Group

    Agent Greeting Hardware Installation Page 77 of 84 STEP8: If the replaced card was a server card, it should boot up and all client cards will be connected to it. Otherwise, the card should boot up as a client to the Server Card.
  • Page 78 Page 78 of 84 Agent Greeting Hardware Installation STEP6: Insert the new card to switch slot vacated by the removed card. STEP7: When the new card has booted up, assign it an IP address and reboot it. See “Assigning the Internet Protocol address” on page 32. STEP8: If the replaced card was a server card, it should boot up and all client cards will be connected to it.

  • Page 79: Agent Greeting Limits

    Agent Greeting Limits Application Limits The table below summarises the various operational limits of Agent Greeting releases Table 18: Agent Greeting Limits Max number of Agents Max number of Supervisors Max number of Skillsets Max Skillsets per Agent Max Agents per Skillset Max Agents per Supervisor Recording Limits...
  • Page 80 Page 80 of 84 Agent Greeting Limits Note that then if the amount of free memory on any of the cards in an Agent Greeting group falls below the watermark level (approx. 128Kb) the following occur: • the TUI is disabled, •...

  • Page 81: Precautions For Handling Circuit Cards

    Precautions for handling circuit cards To avoid personal injury and equipment damage when handling circuit cards, follow the guidelines listed below: • Wear a properly connected antistatic wrist strap when you work with switching equipment. If a wrist strap is not available, regularly touch one of the bare metal strips in a module to discharge static.

  • Page 82: Figure 11: Static Discharge Points

    Page 82 of 84 Precautions for handling circuit cards • Store cards in their protective packing. Do not stack cards on top of each other unless they are packaged. • Keep cards installed in the system as much as possible to avoid dirty contacts and unnecessary wear.
  • Page 83 Precautions for handling circuit cards Page 83 of 84 • Return defective or heavily contaminated cards to a repair center. Do not try to repair or clean them. Agent Greeting Card Installation Guide...
  • Page 84 Page 84 of 84 Precautions for handling circuit cards NTPH13AA_Install 3.02 September 2006...

  • Page 86: Installation Guide

    Installation Guide © 2006 Nortel Networks Corporation All rights reserved Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. This equipment has been...

Table of Contents