Related Manuals for Nortel DMS/MSL-100
Summary of Contents for Nortel DMS/MSL-100
- Page 1 297-2183-912 Nortel Networks Symposium Call Center Server Symposium and DMS/MSL-100 Switch Guide Product release 5.0 Standard 1.0 April 2004...
- Page 3 The process of transmitting data and call messaging between the Meridian 1 and Symposium Call Center Server is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.
- Page 5 Publication history April 2004 Symposium and DMS/MSL-100 Switch Guide The Standard 1.0 version of the Nortel Networks Symposium Call Center Server Symposium and DMS/MSL-100 Switch Guide Release 5.0, is released.
- Page 6 Publication history Standard 1.0 Symposium Call Center Server...
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Page 7: Table Of Contents
Support for switch features ........ - Page 8 Overview........... . . 88 Verifying that the server can log on to the switch ..... 89 Verifying ACD groups and subgroups .
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Page 9: Getting Started
C h a p t e r 1 Getting started In this chapter Overview Skills you need What’s new in Release 5.0? Components How Symposium Call Center Server communicates with the switch Support for switch features Preinstallation checklist Configuration tasks Symposium and DMS/MSL-100 Switch Guide... -
Page 10: Overview
Intelligent Call Manager (ICM), formerly CompuCALL Symposium Call Center Server This guide explains how to configure the switch to work with Symposium Call Center Server. To find out how to configure the server, refer to the Administrator’s Guide. If you are using the Symposium Call Center Web Client, refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions. -
Page 11: Skills You Need
This section describes the skills and knowledge you need to use this guide effectively. Nortel Networks product knowledge Knowledge of, or experience with, the following Nortel Networks products can be of assistance when configuring the switch to communicate with Symposium Call Center Server:... -
Page 12: What's New In Release 5.0
Skillset display on phoneset Symposium Call Center Server Release 5.0 with Common Command Module (CCM)16 or Switch Computer Application Interface (SCAI)17 (or later) supports the display of skillset names on the agent and supervisor phonesets. The phoneset displays only the first 15 characters of the skillset name, and only displays the characters A through Z, and the numbers 0 through 9. -
Page 13: Components
Symposium Call Center Server consists of three key components: telephony, server, and client. Telephony component The telephony component includes the switch, the Ethernet Interface Unit (EIU), Intelligent Call Manager (ICM), and the agent and supervisor phonesets. Server component The server in Symposium Call Center Server can be located at either the central office or customer site. - Page 14 The switch is the hardware and software component that provides telephony services. The switch sends and receives calls to and from Symposium Call Center Server. When a call arrives at the switch, the switch notifies the server, which performs call processing and routing.
- Page 15 Communication Server 2100 switches. Throughout this guide, the term DMS Switch applies to all the supported switch types. Note: If the link to the server goes down, ACD routing configured on the switch provides a backup method for handling calls.
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Page 16: Web Client
Getting started Server The server component, which uses Microsoft Windows 2000 software, is responsible for functions such as the logic for call processing call treatment call handling call presentation administration of agents, skillsets, and supervisors, and agent to skillset and agent to supervisor assignments accumulation of historical and real-time statistics Classic Client... - Page 17 ICM applications using LinkPlexer 1.2 (optional) LinkPlexer 1.2 is a Windows 2000 application that acts as a proxy to enable multiple ICM applications to share the same session and DMS/MSL-100 resources. LinkPlexer 1.2 allows applications to share a DN (Directory Number) association between different eBusiness applications.
- Page 18 Getting started Interactive Voice Response (IVR) voice ports are controlled by IVR and monitored by Symposium Call Center Server Symposium Call Center Server performs the call routing, IVR controls the voice response system, and Symposium TAPI Server/Symposium Agent controls softphones and screen pops agent positions are controlled by TAPI Server/Symposium Agent (or desktop CTI) and monitored by Symposium Call Center Server call queues and agent positions are monitored by third-party applications,...
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Page 19: How Symposium Call Center Server Communicates With The Switch
For any call processing to begin in Symposium Call Center Server, the call must arrive at a CDN on the switch that is controlled by Symposium Call Center Server. Information that is gathered from the CDN and sent from the switch to Symposium Call Center Server is used to enable Symposium Call Center Server to define the path the call follows through the call center. - Page 20 Symposium Call Center Server. If the timer expires before a response is received, the switch routes the call to a default ACD group, which is defined for the CDN on the switch. For more information about default ACD routing, see “Configuring CDNs in controlled and default mode”...
- Page 21 April 2004 A CDN has a default ACD group, which is datafilled on the switch. The default ACD group is datafilled in table ACDGRP. A CDN can have the following states: Controlled Incoming calls are handled by Symposium Call Center Server. For an example of controlled call routing, see “Call routing in controlled and...
- Page 22 The IVR transfers the call to a CDN after the caller enters digits. The call remains queued in the CDN awaiting further call processing. The switch sends a call notification to Symposium Call Center Server. The call is routed in either of the following ways: Standard 1.0...
- Page 23 April 2004 If Symposium Call Center Server receives the notification, a return notification is sent to the switch. The call remains on the CDN under the control of Symposium Call Center Server. A call is defaulted from Symposium Call Center Server if the specified ICCM timer (defined in table ACDGRP in the option CDN) expired without any response from Symposium Call Center Server.
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Page 24: Support For Switch Features
This section describes features configurable on the switch, and explains how they interact with Symposium Call Center Server. You must configure Automatic Call Distribution (ACD) on the switch to provide default ACD routing when Symposium Call Center Server is not available. All calls are routed by Symposium Call Center Server. - Page 25 An agent phoneset can contain multiple secondary DN keys. However, in this release, Symposium Call Center Server can only monitor one DN key on each phoneset. Therefore, Nortel Networks recommends that you configure only one DN key on each agent phoneset.
- Page 26 30 seconds, the agent can press the Emergency key again to repeat the process or the agent can answer the call. Note: The switch does not allow agents to press the Emergency key while they are in conference with another agent.
- Page 27 Sales or a Support call. To use activity codes, you must enable the LOB feature on the switch. If you want to assign names to the activity codes (for example Sales or Support) for reporting purposes, you must also define the activity codes on Symposium Call Center Server.
- Page 28 Presses the LOB key twice in quick succession. Notes: The switch does not allow agents to press the LOB key while they are in conference with another agent. The server does not monitor activity codes for DN calls. DMS actions host.
- Page 29 If Variable Wrap is set to the value zero (0), once the active call is released, the agent immediately becomes available to receive new calls. Note: If you do not configure Variable Wrap on the switch, the Release Guard feature is enabled. Release Guard prevents calls from being presented to the agent for 1 second after an active call is released.
- Page 30 Getting started Night service feature Skillsets go out of service under the following conditions: automatically, when all agents have logged off manually, when you change the skillset mode on the Skillset Properties window on the Symposium Call Center Server client Two out-of-service modes are available: transition mode and night service mode.
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Page 31: Preinstallation Checklist
Completing a preinstallation checklist Before attempting to configure the switch for Symposium Call Center Server, Nortel Networks recommends that you complete a checklist of the required and optional components for the switch, the network and router system, and the CPE. For information about completing the checklist, refer to the example in Appendix A, “Preinstallation checklist”... -
Page 32: Configuration Tasks
Networks. You can request a MAC address by e-mailing a request to Nortel Networks at the following address: macadd@nortelnetworks.com Ensure that Nortel Networks enabled the DMS features for ACD routing and the ICM link (Software Option Control [SOC]). Configure ACD groups and the included agents on the switch. - Page 33 Configure the client-side router and firewall. Installing and configuring the EIU To install and configure the EIU, you must perform these tasks on the switch: Install the EIU on the switch. Confirm the EIU is present and lists all entries as displayed in table LIUINV.
- Page 34 Getting started OFCOPT OFCVAR Categorizes ICM messages in groups (this table is maintained by Nortel Networks). Note: For ICM CCM010 (SCAI12), do not enable the Network_ICM_Active feature. Contains the operating parameters that the operating company can change. Standard 1.0 Symposium Call Center Server...
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Page 35: Configuring The Switch
C h a p t e r 2 Configuring the switch In this chapter Overview Section A: Configuring the ICM link parameters Section B: Configuring switch resources Section C: Checking the server configuration Symposium and DMS/MSL-100 Switch Guide... -
Page 36: Overview
Overview This chapter provides procedures for configuring the switch to work with Symposium Call Center Server. It assumes that the switch is running software load CCM010/SCAI12 or later; an EIU has been provisioned for the ICM link; and the ICM software is load ICM00001 or higher. -
Page 37: Section A: Configuring The Icm Link Parameters
April 2004 Section A: Configuring the ICM link In this section Overview of configuring the server logon Configuring SCAICOMS Configuring BGDATA Configuring SCAIGRP Configuring SCAISSRV Configuring SCAIPROF Configuring CUSTNTWK Symposium and DMS/MSL-100 Switch Guide parameters Configuring the switch... -
Page 38: Overview Of Configuring The Server Logon
Overview of configuring the server logon Introduction Symposium Call Center Server must log on to the switch using an ICM linkset before it can acquire switch resources and exchange messages. Up to 96 linksets can be configured on each switch. A linkset can only be associated with one installation of Symposium Call Center Server. - Page 39 This is the user-defined name for the server in Symposium Call Center Server as it is known to the switch. The linkset name creates a logical pathway to the server on the EIU. The linkset name is configured in table SCAICOMS.
- Page 40 Configuring logon The following illustration displays the tables you must update to allow Symposium Call Center Server to log on to the switch. The illustration displayed is an example. Data varies depending on the specific conditions of your call center.
- Page 41 BESTAIR Customer group name BGDATA BGID LOCAL 5 (CUSTGRP Customer group ID SCAIGRP SCAIGNAM PASSWORD NETNODID BESTLOGIN1 BESTPWD Symposium and DMS/MSL-100 Switch Guide SCAIPROF PROFKEY PROFILE BESTAIRTOR1 (CTXEVENT10$) (ACDEVENT11$) (ACDEVENT11$) (TPCC09$) (RESOURCE11$) (TPAC36$) (SCAI3WC09$) (DNQUERY07$) (TPQC10$) (ICCM10$) NETNAME NETCGID PUBLIC...
- Page 42 ACDGRP information, RAN and music routes, and thresholds routes. Print a hard copy of this information during configuration of the switch to quickly be able to reference the information if you intend to modify the configuration parameters at a later date.
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Page 43: Configuring Scaicoms
Result: The LINKSET prompt appears. For LINKSET, type a name for the server in Symposium Call Center Server as it is known to the switch, then press Enter. The LINKSET name creates a logical pathway to the server on the EIU. -
Page 44: Configuring Bgdata
A business group is an entity that represents your organization on the switch. Note: In CCM010/SCAI12, the switch network ID is used as the node ID. To update table BGDATA Edit the BGDATA table by typing table BGDATA and pressing Enter. - Page 45 Type 0 (zero) and press Enter. Result: The utility prompts you to save the new business group ID. Type Y and press Enter. To exit from the table, type quit and press Enter. Symposium and DMS/MSL-100 Switch Guide Configuring the switch...
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Page 46: Configuring Scaigrp
Each group is given a password, network node ID, linkset, and an associated BGID. These parameters allow Symposium Call Center Server to log on to the switch. To update table SCAIGRP Edit the SCAIGRP table by typing table SCAIGRP and pressing Enter. -
Page 47: Configuring Scaissrv
Introduction Table SCAISSRV defines a series of profiles for ICM messages, and specifies what information is included in the messages. The switch makes these messages available to Symposium Call Center Server. The table below indicates the default configuration of table SCAISSRV. Nortel Networks recommends that you use the default configuration for Symposium Call Center Server. - Page 48 Configuring the switch SUBSERV SPROFILE RESEVENT10$ RESEVENT RESOURCE11$ RESOURCE ROUTING35$ ROUTING SCAI3WC09$ SCAI3WC SCAICC08$ SCAICC SCAIMWTI07$ SCAIMWTI TPAC36$ TPAC THIRDPTY$ TPAC TPCC09$ TPCC TPCC11$ TPCC TPQC10$ TPQC (SETOFFHK Y Y ) (CALLOFFR Y Y Y Y Y Y Y Y Y Y Y...
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Page 49: Configuring Scaiprof
April 2004 Configuring SCAIPROF Introduction Table SCAIPROF defines the types of information sent by the switch to Symposium Call Center Server. Note: If you edit the parameters in table SCAIPROF, you must restart Symposium Call Center Server for the changes to take effect. - Page 50 Configuring the switch Respond to the prompts to create the group. The following prompts require special values for use with Symposium Call Center Server: Prompt PROFKEY PROFILE PROFILE PROFILE PROFILE PROFILE PROFILE PROFILE PROFILE PROFILE PROFILE PROFILE PROFILE When you finish entering responses, type $. For information about the prompts, refer to the Translations Guide.
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Page 51: Configuring Custntwk
Set the following option for use with Symposium Call Center Server: Option Type Y and press Enter. To exit from the table, type quit and press Enter. Symposium and DMS/MSL-100 Switch Guide Description This option configures the network to receive SCAI messages from the switch. - Page 52 Configuring the switch Standard 1.0 Symposium Call Center Server...
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Page 53: Section B: Configuring Switch Resources
Section B: Configuring switch resources In this section Overview of configuring switch resources Configuring RAN and music routes Configuring ACD groups Configuring ACD subgroups Configuring DNs Configuring agent phonesets Configuring supervisor phonesets Configuring logon IDs Symposium and DMS/MSL-100 Switch Guide Configuring the switch... -
Page 54: Overview Of Configuring Switch Resources
To enable Symposium Call Center Server to communicate with the switch, perform the following tasks on the switch: Configure the switch to enable it to connect with the server. This involves datafilling the following tables: SCAICOMS, SCAISSRV, SCAIPROF, CUSTNTWK, BGDATA, and SCAIGRP. -
Page 55: Configuring The Server
(this is only required if it is required by the office parameters). Configuring the server To configure Symposium Call Center Server to acquire and monitor switch resources, you must perform these tasks from the System window on the client: Configure and acquire CDNs. -
Page 56: Configuring Ran And Music Routes
Configuring the switch Configuring RAN and music routes Introduction You can use RAN and music routes to provide feedback to callers while they are waiting in queue. You might want to configure a RAN informing callers of the amount of time they can expect to remain in queue before their call is answered. -
Page 57: Configuring Acd Groups
Before you begin Before you perform this procedure, you must perform the following tasks: Log on to the switch from a MAP terminal with a user ID that has the privilege levels required to change the ACDGRP tables. To configure ACD groups for the CDN Edit the ACDGRP table by typing table ACDGRP and pressing Enter. - Page 58 Result: The utility prompts you for the MAXCQSIZ. Enter a value between 0–511. Note: Nortel Networks recommends you use a number around 511 for CDNs. For acdgroups, you can use a number based on the number of agents and the hold time you want.
- Page 59 Do not use this option unless you are using a network ACD. Network ACDs are not supported by Symposium Call Center Server. If you use a network ACD, the switch will take the call and send it to an agent on another switch.
- Page 60 Enter a valid value. Note: The timer value configured on Symposium Call Center Server must be set to a value lower than the timer value configured on the switch. Result: The utility prompts you for the THROUTE. Enter a valid value.
- Page 61 If TIMER is set to the value 0, once the active call is released, the agent immediately becomes available to receive new calls. If you do not configure Variable Wrap on the switch, the Release Guard feature is enabled. Release Guard prevents calls from being presented to the agent for 1 second after an active call is released.
- Page 62 Calls in an ACD group are based on the ACD routing table on the switch. If you do not set the ACD ring threshold to 0, the call might be terminated.
- Page 63 The following table shows all of the options in table ACDGRP and whether they are compatible for a CDN: ACDGRP Option AUDIO NARS MAXCQLMT ACDPSAP Symposium and DMS/MSL-100 Switch Guide Brief descriptions (default value for CDN ACDGRP) any valid route (for example, OFRT 1) any valid route (for example...
- Page 64 Configuring the switch ACDGRP Option SCAIREDIR OVFLINQ TMDELOFL ACDDISP MGTRPT ACDADMIN NRONSDN ACDCPK ORGANN FORCING VARWRAP TIMECXR NONIMCUT ACDXFER OBSREST 3OVNS QTOMSB Table ACDRTE defines the enhanced overflow routes that a group can take. It also defines the audio treatments that ACD groups use. The routes defined for an ACD group in table ACDRTE are not applied for calls in the CDN.
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Page 65: Configuring Acd Subgroups
Before you begin Before you perform this procedure, you must complete the following tasks: Log on to the switch from a MAP terminal with a user ID that has the privilege levels required to change the ACDGRP table. Define the ACD group to which the ACD subgroup belongs in table ACDGRP (see “Configuring ACD groups”... -
Page 66: Configuring Dns
Before you begin Before configuring DNs, you must perform the following tasks: Log on to the switch from a MAP terminal with a user ID that has the privilege levels required to change the DNROUTE table. Define the ACD group to which the DNs belong in table ACDGRP (see “Configuring ACD groups”... - Page 67 Edit the DNROUTE table by typing table DNROUTE and pressing Enter. Result: The > prompt appears. Type add and press Enter. Result: The DN prompt appears. Enter the DN for the ACD-DN or supplementary DN. Result: The DN_SEL prompt appears. Symposium and DMS/MSL-100 Switch Guide Configuring the switch...
- Page 68 Symposium Call Center Server. If, at any time, you edit any of the data on Symposium Call Center Server, you must reconfigure the resource on the switch. For more information, refer to the Administrator’s Guide. If you are using the Symposium Call Center Web Client, refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions.
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Page 69: Configuring Agent Phonesets
The Secondary DN key is usually used for personal calls. Symposium Call Center Server can only acquire and monitor one secondary DN on each agent phoneset. Symposium and DMS/MSL-100 Switch Guide Configuring the switch... -
Page 70: Before You Begin
(for example, Sales or Support) for reporting purposes. Not Ready Nortel Networks recommends that you configure a Not Ready key on the phoneset. If you do not do this, Symposium Call Center Server cannot report when the agent is in Not Ready status. Agents can use the Not Ready key in conjunction with an activity code to indicate the reason they are in Not Ready status. - Page 71 Result: The SNPA prompt appears. Enter a valid value. Result: The KEY prompt appears. Enter a valid value. Result: The RINGING prompt appears. Type Y and press Enter. Result: The LEN_OR_LTID prompt appears. Symposium and DMS/MSL-100 Switch Guide Configuring the switch...
- Page 72 Repeat steps 2 through 13 for each phoneset you want to define. Configuring agent phonesets on the server After configuring agent phonesets on the switch, you must configure them on Symposium Call Center Server. To do so, refer to the Administrator’s Guide. If you are using the Symposium Call Center Web Client, refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions.
- Page 73 April 2004 Notes: The agent phonesets configured on the switch must have matching data configured on Symposium Call Center Server. If, at any time, you edit any of the data on Symposium Call Center Server, you must reconfigure the resource on the switch.
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Page 74: Configuring Supervisor Phonesets
Before you begin Before configuring a phoneset, you must perform the following tasks: Log on to the switch from a MAP terminal with a user ID that has the privilege levels required to access the SERVORD utility. Define the ACD group to which the supervisor phoneset belongs in table ACDGRP (see “Configuring ACD groups”... - Page 75 To exit from the table, type quit and press Enter. Configuring supervisor phonesets on the server After configuring supervisor phonesets on the switch, you must configure them on Symposium Call Center Server. To do so, refer to the Administrator’s Guide.
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Page 76: Configuring Logon Ids
ACD group to which the agent belongs. Before you begin Before configuring a logon ID, you must log on to the switch from a MAP terminal with a user ID that has the privilege levels required to change the ACDLOGIN table. - Page 77 If TIMER is set to the value zero (0), once the active call is released, the agent immediately becomes available to receive new calls. If you do not configure Variable Wrap on the switch, the Release Guard feature is enabled. Release Guard prevents calls from being presented to the agent for 1 second after an active call is released.
- Page 78 Configuring the switch Standard 1.0 Symposium Call Center Server...
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Page 79: Section C: Checking The Server Configuration
April 2004 Section C: Checking the server In this section Overview of server configuration Checking the server configuration Relationship of server configuration and switch datafill Symposium and DMS/MSL-100 Switch Guide configuration Configuring the switch... -
Page 80: Overview Of Server Configuration
Overview of server configuration Installation of Symposium Call Center Server enables you to configure the connection to the switch. After the installation, you can view the configuration information to confirm that it was entered correctly. Note: This section describes how to view the configuration from a client PC. -
Page 81: Checking The Server Configuration
Configuration Result: The Switch Resource property sheet appears. This property sheet shows the type of switch to which the server is connected, and how the server is configured on the switch. Note: The following section shows the relationships between these fields and the tuples (parameters and values) in the DMS tables. - Page 82 Result: The Switch configuration property sheet appears. This property sheet contains additional information about the server configuration on the switch. Click Close to return to the Switch Resource property sheet. Click Close to return to the SMI window. Standard 1.0...
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Page 83: Relationship Of Server Configuration And Switch Datafill
Symposium Call Center Server Switch Configuration property page: Symposium Call Center Server parameter Switch IP Address Network Node Business Group Linkset Name Switch Password Symposium and DMS/MSL-100 Switch Guide DMS table IPNETWRK SCAIGRP SCAIGRP SCAIGRP SCAIGRP Configuring the switch Data... - Page 84 Symposium Call Center Server logon parameters Network Node uniquely identifies a switch (CO switch or PBX) in a customer’s network. The customer assigns the network node ID to assure a uniqueness in network that might consist of public and private nodes.
- Page 85 This parameter uniquely identifies a given telephone company MBG customer across a number of switches in a given network, and not only within a given switch. As a result, any host applications that establish application-level sessions with multiple switches only need to be datafilled with one business group ID per network rather than per switch.
- Page 86 SCAI17 Note: Symposium Call Center Server supports a minimum of CCM10. The switch releases must be able to support the intended SCAI version; however, a lower SCAI version can be run from a more recent version of software. must be a number between 0–65535...
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Page 87: Verifying The Configuration
Verifying ACD groups and subgroups Verifying that phonesets are correctly configured Verifying that agents are correctly configured Verifying that the CDNs are correctly configured Verifying that music and RAN routes are correctly configured Verifying that DNISs are correctly configured Symposium and DMS/MSL-100 Switch Guide... -
Page 88: Overview
Verifying the configuration Overview Introduction This section describes how to verify that the switch has been set up correctly. Before you continue, ensure that you have configured Symposium Call Center Server as described in the Administrator’s Guide. Verifying the configuration You must verify that the switch has been configured correctly. -
Page 89: Verifying That The Server Can Log On To The Switch
The server logon parameters must be correctly configured. To verify the integrity of the ICM link At the switch, use the SNPINGCI utility to ping the ELAN IP address of the server in Symposium Call Center Server. (For more information about the SNPINGCI utility, refer to the DMS Utilities Guide.) - Page 90 Logon failure If the logon process is incorrectly configured, Symposium Call Center Server is unable to log on to the switch, and the server cannot acquire CDNs, phonesets, or voice ports. These resources display the status “Acquire Failed” in the CDNs, Phonesets, and Voice Ports windows on Symposium Call Center Server.
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Page 91: Verifying Acd Groups And Subgroups
To verify that ACD groups and subgroups are correctly defined, use the ACDSHOW utility. Before you begin Before verifying the ACD configuration, you must log on to the switch from a MAP terminal with a user ID that has the privilege levels required to access the ACDSHOW utility. -
Page 92: Verifying That Phonesets Are Correctly Configured
Server, see “Configuring agent phonesets” on page 69, and “Configuring supervisor phonesets” on page 74.) Before you begin Before verifying the phoneset, you must log on to the switch from a MAP terminal with a user ID that has the privilege levels required to access the QLEN utility. - Page 93 The phoneset type is MDC. The phoneset has an Emergency key. The phoneset does not have a Night Service key. Only agent phonesets should have this key configured. Symposium and DMS/MSL-100 Switch Guide Verifying the configuration...
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Page 94: Verifying That Agents Are Correctly Configured
Verifying the configuration Verifying that agents are correctly configured Introduction If agents are correctly configured, agents can log on to a phoneset, and their status is correctly reported in the agent real-time display. Before you begin Ensure that the phoneset has been acquired on Symposium Call Center Server. On a client workstation, open an Agent real-time display window. -
Page 95: Verifying That The Cdns Are Correctly Configured
Create a Master script similar to the following sample, validate it, and activate it. For information on creating a Master script, refer to the Scripting Guide. Note: The sample script uses the skillsets skillset_A_sk and skillset_B_sk, and the CDNs 416-555-7890 and 416-555-4891. Symposium and DMS/MSL-100 Switch Guide Verifying the configuration... - Page 96 Verifying the configuration Sample script GIVE RINGBACK WAIT 2 IF (CDN = 4165557890) THEN QUEUE TO SKILLSET skillset_A_sk WAIT 2 LOG “queued at CDN A” QUIT END IF IF (CDN = 4165557891) THEN QUEUE TO SKILLSET skillset_B_sk WAIT 2 LOG “queued at CDN B” QUIT END IF WAIT 5...
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Page 97: Verifying That Music And Ran Routes Are Correctly Configured
Before you begin Before using this procedure, complete these tasks: Define a CDN. Ensure that it is correctly configured on both the switch and Symposium Call Center Server. Define two RAN routes. Ensure that the routes are correctly configured on both the switch and Symposium Call Center Server. - Page 98 Verifying the configuration WAIT 2 GIVE RAN welcome_RAN_gv WAIT 2 GIVE RAN holiday_RAN_gv QUIT Verifying music/RAN route configurations To verify that RAN or music routes are correctly configured, make a call to the CDN for which RAN or music treatment is configured. The correct treatment should be received.
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Page 99: Verifying That Dniss Are Correctly Configured
Before you begin Before using this procedure, complete these tasks: Define a CDN. Ensure that it is correctly configured on both the switch and Symposium Call Center Server. Define one DNIS. Ensure that the DNIS is correctly configured on both the switch and Symposium Call Center Server. - Page 100 Verifying the configuration Sample script GIVE RINGBACK WAIT 2 IF (DNIS = 8005554567) THEN QUEUE TO SKILLSET skillset_A_sk WAIT 2 LOG “using DNIS” QUIT END IF WAIT 5 LOG “did not have DNIS” QUIT Verifying DNIS configurations To verify that DNISs are correctly configured, make a call to the DNIS. The call should be queued to the correct skillset.
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Page 101: Troubleshooting
C h a p t e r 4 Troubleshooting In this chapter Overview Subsystem link problems Resource configuration problems Symposium and DMS/MSL-100 Switch Guide... -
Page 102: Overview
Troubleshooting Overview This section describes problems that can occur, as well as possible causes and recommended solutions for these problems. Standard 1.0 Symposium Call Center Server... -
Page 103: Subsystem Link Problems
For each problem, it suggests possible causes. The server does not receive information from the switch This occurs if Symposium Call Center Server is not logged on to the switch, if your customer group is not configured to receive SCAI messages from the switch, or if the ELAN is not available or is incorrectly configured. - Page 104 The ACD group to which the phoneset belongs has the AGTASSN option. Phonesets do not have dial tone This occurs if the phonesets are incorrectly configured on the switch. Ensure that the phonesets are correctly configured in the Service Orders (servord) utility. For information about the Service Orders utility, see the SERVORD Reference Manual.
- Page 105 1.2 acts as a switch proxy with applications connecting to LinkPlexer 1.2 rather than directly to the switch. Ensure that LinkPlexer 1.2 is configured to log on to the switch at the lowest service version of all the connected applications.
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Page 106: Resource Configuration Problems
The full ten-digit CDN number is entered in Symposium Call Center Server. See also “The server does not receive information from the switch” on page 103. The server cannot acquire phonesets Ensure that the following conditions have been met: The phoneset is configured with the servord utility on the switch. - Page 107 The secondary DN is configured as an attribute of the correct phoneset on Symposium Call Center Server. See also “The server does not receive information from the switch” on page 103. Agents or supervisors are unable to log on Ensure that the following conditions have been met: The agent or supervisor’s logon ID is configured in table ACDLOGIN.
- Page 108 If no calls are being presented to agents when they return to Ready state, ensure that the settings for the variable wrap option on the switch (in table ACDLOGIN or ACDGRP) match the settings on Symposium Call Center Server (in the agent’s call presentation class).
- Page 109 If the phoneset does not display the skillset name, ensure that the following conditions have been met: The SCAI service version used to connect to the switch is SCAI17 or later. The customer has subscribed to the default tuple TPQC11$ in table SCAISSRV.
- Page 110 Troubleshooting Standard 1.0 Symposium Call Center Server...
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Page 111: Preinstallation Checklist
A p p e n d i x A Preinstallation checklist In this appendix Preinstallation checklist Symposium and DMS/MSL-100 Switch Guide... -
Page 112: Preinstallation Checklist
Introduction The following checklist includes a list of required and optional components for the switch, the network and router system, and the CPE. Nortel Networks recommends that you complete the checklist before attempting to configure the switch for Symposium Call Center Server. - Page 113 ACD Datafill SCAI Datafill EIU Datafill Network and Router Components Component Dedicated Ethernet/WAN Network Symposium and DMS/MSL-100 Switch Guide Required Optional Description Link provides higher link reliability and bandwidth by reducing packet collisions and retransmits. Provides ICM capability. Call management interface...
- Page 114 ISDN NT-1 Adapter CPE Components Component CTI Server Required Optional Description Provides isolation of the Telco network and switch from unauthorized external access. Provides Ethernet connectivity between network components. Minimum of 1 is required at both the Telco and CPE ends.
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Page 115: Glossary
See Automatic call distribution call. ACD-DN See Automatic call distribution directory number. ACD group See Automatic call distribution group. ACD routing table See Automatic call distribution routing table. ACD subgroup See Automatic call distribution subgroup. Symposium and DMS/MSL-100 Switch Guide... - Page 116 Glossary acquired resource A resource configured on the switch that is under the control of Symposium Call Center Server. Resources must be configured with matching values on both the switch and Symposium Call Center Server. activated script A script that is processing calls or is ready to process calls. Before you can activate a script, you must first validate it.
- Page 117 Automatic call distribution call A call to an ACD-DN. ACD calls are distributed to agents in an ACD group based on the ACD routing table on the switch. See also Automatic call distribution directory number. Symposium and DMS/MSL-100 Switch Guide...
- Page 118 Automatic call distribution routing table A table configured on the switch that contains a list of ACD-DNs used to define routes for incoming calls. This ensures that incoming calls not processed by Symposium Call Center Server will be queued to ACD groups and handled by available agents.
- Page 119 (including conferencing), calendars, and directories. See controlled directory number. CLAN See Customer local area network. Classic Client The Windows-based client component for Symposium Call Center Server. CLID See Calling Line Identification. Symposium and DMS/MSL-100 Switch Guide Glossary...
- Page 120 A special directory number that allows calls arriving at the switch to be queued when the CDN is controlled by an application such as Symposium Call Center Server.
- Page 121 DNIS. directory number The number that identifies a phoneset on a switch. The directory number (DN) can be a local extension (local DN), a public network telephone number, or an automatic call distribution directory number (ACD-DN).
- Page 122 See Dialed Number Identification Service. dongle The attachment plugged into the parallel port of a server connected to a DMS/ MSL-100 switch that authenticates the serial number required at the time of server installation. dynamic host configuration protocol A protocol for dynamically assigning IP addresses to devices on a network.
- Page 123 You cannot change it in a script. See also call variable, variable. Host Data Exchange A rich scripting language provided with Symposium Call Center Server to control treatment of calls. See Intelligent Call Manager. Symposium and DMS/MSL-100 Switch Guide Glossary...
- Page 124 The key on an agent phoneset to which incoming ACD and Symposium Call Center Server calls are presented. Intelligent Call Manager A high capacity call center TCP/IP interface to the switch that enables the exchange of messages between the switch and a remote host computer. Interactive voice response An application that allows telephone callers to interact with a host computer using prerecorded messages and prompts.
- Page 125 Mathematical expressions are addition (+), subtraction (-), division (/), and multiplication (*). See also expression, logical expression, relational expression. Meridian Link Services A communications facility that provides an interface between the switch and a third-party host application. Symposium and DMS/MSL-100 Switch Guide...
- Page 126 MSL-100 Meridian Stored Logic 100 switch music route A resource installed on the switch that provides music to callers while they wait for an agent. network interface card An expansion board that enables a PC to be connected to a local area network (LAN).
- Page 127 See Performance Enhancement Package. Performance Enhancement Package A Symposium Call Center Server supplementary software application that enhances the functionality of previously released software by improving performance, adding functionality, or correcting a problem discovered since the original release. Symposium and DMS/MSL-100 Switch Guide Glossary...
- Page 128 The display area on an agent’s phoneset where information about incoming calls can be communicated. Position ID A unique identifier for a phoneset, used by the switch to route calls to the phoneset. Referred to as Telephony/Port Address in Symposium Call Center Server.
- Page 129 A set of instructions that relates to a particular type of call, caller, or set of conditions, such as time of day or day of week. See also Master script, primary script, secondary script. Symposium and DMS/MSL-100 Switch Guide Glossary...
- Page 130 Glossary script variable See variable. second-level threshold The value used in display thresholds that represents the highest value of the normal range for a given statistic. The system tracks how often the value for the statistic falls outside this value. secondary directory number A DN defined on the agent’s phoneset as a Centrex line for incoming and outgoing non-ACD calls.
- Page 131 The server presents the call queued for the skillset for which the agent has the highest priority. standby In skillset assignments, a property that grants an agent membership in a skillset, but makes the agent inactive for that skillset. Symposium and DMS/MSL-100 Switch Guide Glossary...
- Page 132 The hardware that receives incoming calls and routes them to their destination. switch resource A device that is configured on the switch. For example, a CDN is configured on the switch, and then is used as a resource with Symposium Call Center Server.
- Page 133 Telephony Application Program Interface An interface between the switch and an application that allows the application to control the telephone on a user’s desktop. threshold A value for a statistic at which system handling of the statistic changes.
- Page 134 Glossary threshold class A set of options that specifies how statistics are treated in reports and real-time displays. See also display threshold, pegging threshold. Time-Division Multiplex A method of transmission in which a signal is separated into multiple segments at the transmission source, and then reassembled at the receiving end. time intrinsic A script element that stores information about system time, including time of day, day of week, and week of year.
- Page 135 Sets of configuration values defined for typical patterns of system operations. Five typical workload scenarios (entry, small, medium, large, and upper end) are used in the Capacity Assessment Tool for capacity analysis for the Symposium Call Center Server. Symposium and DMS/MSL-100 Switch Guide Glossary...
- Page 136 Glossary Standard 1.0 Symposium Call Center Server...
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Page 137: Index
BGDATA configuring, updating table, Business Group, logon parameters, Call Agent Card, CDNs configuring, configuring in controlled mode, Symposium and DMS/MSL-100 Switch Guide configuring in default mode, configuring on server, verifying configuration, client components, components client, server, configuration... - Page 138 SCAISSRV, server, server logon, supervisor phoneset keys, supervisor phonesets, supervisor phonesets keys, supervisor phonesets on the server, supplementary DN, switch, switch resources, controlled mode configuring CDNs, CUSTNTWK configuring, default mode configuring CDNs, Digitally Recorded Announcement Machine, DMS password ICM security,...
- Page 139 Symposium and DMS/MSL-100 Switch Guide verifying agent configuration, verifying configuration, verifying supervisor configuration, predefined values, server configuration, RAN route, configuring,...
- Page 140 CDNs, server cannot acquire phonesets, server not monitoring activity on secondary server not receiving switch information, subsystem link problems, supervisors emergency notification, Variable Wrap state, verifying ACD, ACD groups and subgroups,...
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_______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel Networks, Mervue Business Park, Galway, Ireland. Reader Response Form Nortel Networks Symposium Call Center Server Product release 5.0... - Page 144 The process of transmitting data and call messaging between the Meridian 1 and Symposium Call Center Server is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.