Step 15. Configure Phonesets On The Switch For Each Agent - Nortel Contact Center Multimedia Installation And Maintenance Manual

Upgrading from SWCP Release 4.0
Step 15. Configure phonesets on the switch
for each agent
You must ensure that the phonesets are configured on the switch. If all of the
phonesets are configured on the switch from your installation of Symposium
Web Center Portal 4.0, you can proceed to Step 16. "Create a Windows user for
each agent" on page 370. For more information about configuring phonesets on
the switch, see the Contact Center, Communication Server 1000/Meridian 1 and
Voice Processing Guide.
You need to configure phonesets for agents that handle voice or outbound
contacts. Agents who handle only e-mail contacts do not require a phoneset.
Checklist for agent phonesets
To configure agent phoneset terminal numbers (TN) on the switch for use with
the Communication Control Toolkit, you must complete the tasks in this
checklist
CS 1000/Meridian 1 for the agent
Create a terminal number (TN) entry for each contact center agent
as per instructions in the Contact Center Manager Server
Installation and Maintenance Guide.
Ensure that key 0 has Automatic call distribution call (ACD)
functionality. TNs can be configured with a Contact Center
Manager Server-specific ACD queue or a normal ACD queue used
for both voice and media.
If you are enabling outbound or scheduled callback dialing, ensure
that a personal Dialed Number (DN) key is created on the contact
center agent phoneset.
Enable Associated Set Assignment (AST) for the ACD key and for
one of the other personal DN keys.
AST can only be configured on a maximum of two keys.
368 Contact Center Multimedia/Outbound
Standard 7.16
Done
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