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Nortel Observe Manuals
Manuals and User Guides for Nortel Observe. We have
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Nortel Observe manuals available for free PDF download: User Manual, Reference Manual
Nortel Observe User Manual (143 pages)
Nortel Remote Agent Observe Software: User Guide
Brand:
Nortel
| Category:
Software
| Size: 1.81 MB
Table of Contents
Revision History
3
Table of Contents
4
List of Figures
6
List of Tables
7
1 Getting Started
9
Overview
9
Who Should Read this Guide
9
About Nortel Remote Agent Observe
9
Sccs Versions Previous to Version 4.2
9
Table 1 Call-Centre Observation Parameters
9
2 Installing the Nortel Remote Agent Observe Card
11
Installation Overview
11
Switch Capacity Rules
12
Table 2 Nortel Remote Agent Observe Applicability and Compatibility
12
Table 3 Nortel Remote Agent Observe Switch Capacity Rules
12
Installing the Nortel Remote Agent Observe Card
13
Table 4 Pre-Install Checklist for Nortel Remote Agent Observe
13
3 Configuration of Nortel Remote Agent Observe Card
16
Cabling the Nortel Remote Agent Observe Card
16
Figure 1 Media Card Layout
16
Table 5 Nortel Remote Agent Observe Product Structure
16
Figure 2 Nortel Remote Agent Observe Card Adapter CLAN (L-Adapter)
18
Figure 3 L-Adapter and Filter Block Connection Setup on Large Systems
19
Table 6 Modem Settings
20
Network Settings
21
Table 7 Tcp/Udp Ports Used
22
Assigning the Internet Protocol (Ip) Address
23
Changing the Username and Password for Command Line Access
26
Switch Configuration for Nortel Remote Agent Observe
27
Figure 4 Hunting for Idle Tui Ports
28
Table 8 Ld11 Nortel Remote Agent Observe Tui Port Configuration
29
Figure 5 Sample Ld11 Tui Port Switch Configuration
30
Table 9 Ld23 Nortel Remote Agent Observe Acd Queue Configuration
31
Table 10 Ld11 Nortel Remote Agent Observe Observation Port Configuration
31
Figure 6 Observe Port Switch Configuration
33
Figure 7 Ld 32 Enable Nortel Remote Agent Observe Unit
33
Overlay 32
33
Figure 8 Sample Ld32 Status Output
34
Ftp Configuration
35
4 Preparing the Symposium Call Centre Server
36
Overview
36
Modifying Real-Time Statistics Multicast Settings
37
Figure 9 Rtd Multicast Controller Screen
38
Figure 10 Rtd Multicast Configuration Screen
39
Testing the Real-Time Statistics Multicast Service
43
5 Using the Browser User Interface
45
Browser User Interfacea
45
A Ccess G Uidelines
45
Accessing the Bui
46
Figure 11 Bui Introduction Page (Non-Sccs)
46
Figure 12 Bui Introduction Page (Sccs)
47
Configuring the Card
48
Figure 13 Sccs Configuration Page
48
Figure 14 Non-Sccs Configuration Page
49
Creation of Observer Accounts
52
Figure 15 Sccs Observer Account Creation Page
52
Figure 16 Non-Sccs Observer Account Creation Page
53
Table 11 Observer Account Parameter Explanation
54
Modification of Observer Accounts
55
Figure 17 Observer Account Modify Selection Page
55
Figure 18 Sccs Observer Account Modify Page
56
Figure 19 Non-Sccs Observer Account Modify Page
56
Removal of Observer Accounts
58
Figure 20 Observer Account Remove Page
58
Figure 21 Observer Account Removal Page
59
Figure 22 Observer Account Removal Confirm Page
60
Display of Accounts
61
Figure 23 Observer Account Display Selection Page
61
Figure 24 Observer Account Display Page
62
Observation Parameters Creation/Removal
63
Figure 25 Observation Parameters Selection Page
63
Figure 26 Observation Parameters Modify/Removal Page
64
Symposium Name to ID Mapping
66
Observation Parameters Synonym Assign
67
Figure 27 Bui Synonym Parameter Selection Page
67
Figure 28 Bui Synonym Assignment Page
68
Backup/Restore
69
Figure 29 Bui Backup/Restore Page
69
Administration Password
70
Figure 30 Bui Administrator Password Modify Page
70
Observer Reporting
71
Figure 31 Bui Observer Activity Logging Page
71
Table 12 Reporting Log-File Explanation
71
Figure 32 Older Reports Message Display
72
Card Reset
73
Figure 33 Bui Card Reset Page
73
6 Using the Telephony User Interface
75
Accessing the Telephony User Interface
75
Quick Reference Card
75
Tui Authentication
76
Administrator Tui Menu
78
Observer Tui Menu
79
Tui Language Administration
86
Figure 34 Example of Multiple File Transfer Using Ftp
90
Telephony User Interface Menu Flows
91
Menu Flow
91
Figure 35 Tui Login Menu
92
Figure 36 Sccs Main Menu
93
Figure 37 Agent ID Select Menu (Similar Structure - Position ID Select Menu)
94
Figure 38 Agent ID Observe Menu (Similar Structure - Position ID Observe Menu)
95
Figure 39 Skillset Select Menu (Similar Structure - Application, Cdn, Dnis Select Menus)
96
Figure 40 Skillset Observe Menu ( Similar Structure -Application, Cdn and Dnis Observe)
97
Figure 41 Non Sccs and Pre Release 4.2 Sccs Main Menu
98
Figure 42 Non Sccs and Pre Release 4.2 Sccs Observe Menu
99
7 Call Recording
100
Introduction
100
Call Recording Configuration and Operation
100
Call Recording File Format
100
Figure 43 Call Recording Filename - American Date Format
101
Figure 44 Call Recording Filename - European Date Format
101
8 Engineering Guidelines
102
Introduction
102
Dynamic Memory Size Limits
102
Pcmcia Card Memory Size Limits
103
Usage Guidelines
104
Figure 45 Disabling the Nortel Remote Agent Observe Card Using
104
Figure 46 Enabling the Nortel Remote Agent Observe Card Using
104
9 Test and Debug Capabilities
105
Introduction
105
Self Test Features
106
Factory Test Features
107
Table 13 Hex Display Codes During Boot-Up
107
Table 14 Hex Display Error Codes
108
Table 15 Faceplate Connector Mini-Din Connector Pin-Out
109
Xworks Shell
110
Card State Debug Utilities
111
Table 16 Vxworks Shell Card State Debug Utilities
111
Application Level Debugging
112
Table 17 Task Logging Commands
112
Troubleshooting Rsm Parsing
114
Figure 47 Rsm Error Message on Introduction Page
114
10 Upgrade Procedures
119
Application Loadware Upgrade
119
Xa Firmware Upgrade
123
Bootrom Loadware Upgrade
125
11 Glossary
127
12 Appendix
128
Precautions for Handling Circuit Cards
128
Sample Boot-Up Sequence
130
Figure 48 Sample Boot-Up Sequence
132
Tui Prompt List
133
Switch Configuration Change
135
Figure 49 Hunting for Idle Tui Ports
137
Figure 50 Printing Tui Port Switch Configuration in Overlay 20
139
Figure 51 Disabling the Nortel Remote Agent Observe Card Slot
139
Figure 52 Removing Tui Ports Using Overlay 11
139
Figure 53 Displaying a List of Unused Dns in Overlay 20
139
Figure 54 Sample Configuration for Tui Ports
140
Figure 55 Configuring Tui Ports from Overlay 11
141
Figure 56 Enabling the Nortel Remote Agent Observe Card Slot
141
Figure 57 Displaying Configured Ports from Overlay 32
141
Command Description
141
Figure 58 Nortel Remote Agent Observe Tui Port Configuration Details
142
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Nortel Observe Reference Manual (1 page)
Nortel Remote Agent Observe Software: Reference Guide
Brand:
Nortel
| Category:
Software
| Size: 1.18 MB
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