Nortel Contact Center Manager User Manual page 203

August 2007
The secondary DN is configured on the CS 2x00/DMS switch.
The secondary DN has the ECM configured properly on the CS 2x00/DMS
switch.
The secondary DN is configured as an attribute of the correct phoneset on
Contact Center Manager Server.
See also "The server does not receive information from the switch" on page 199.
Agents or supervisors cannot log on
Ensure that the following conditions are met:
The agent or supervisor logon ID is configured in the ACDLOGIN table.
(This is optional depending on the parameters set up on the CS 2x00/DMS
switch.)
The agent or supervisor is configured correctly in Contact Center Manager
Administration.
The agent logon ID is a valid ID and matches the agent's ID in the
ACDLOGIN table.
An agent is not attempting to log on to a supervisor phoneset, or a
supervisor is not attempting to log on to an agent phoneset.
Another agent is not logged on with the same logon ID.
See also "The server does not receive information from the switch" on page 199.
Supervisors are not notified of emergencies
If an agent's supervisor is not notified when the agent presses the Emergency
key, check the following:
The ACDEVENT parameter is correctly configured in the SCAISSRV
table. Ensure that the Aux and SuprPosID options for EMKEVENT are
both set to Y.
The agent logged on from a phoneset configured with the agent's position
ID.
Contact Center Manager Switch Guide for Communication Server 2x00/DMS
Troubleshooting
203