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Perimeter Technology VU-ACD /100 Maintenance Manual

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VU-ACD
/100 Version 43
™
Maintenance Guide
Host/DOS Remote Terminal
Part No. 40532-04
540 North Commercial Street
Manchester, NH 03101-1146
Tel.
603-645-1616
Fax
603-645-1424
Web www.IP-ACD.com

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Summary of Contents for Perimeter Technology VU-ACD /100

  • Page 1 VU-ACD /100 Version 43 ™ Maintenance Guide Host/DOS Remote Terminal Part No. 40532-04 540 North Commercial Street Manchester, NH 03101-1146 Tel. 603-645-1616 603-645-1424 Web www.IP-ACD.com...
  • Page 2 COPYRIGHT Copyright © 1999-2003 by Perimeter Technology. All rights reserved. No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system, or translated into any language or computer language, in any form or by means, electronic, electrical, mechanical, optical, chemical, manual or otherwise, without prior written permission from Perimeter Technology, 540 North Commercial Street, Manchester, NH 03101-1146, U.S.A.

  • Page 3: Table Of Contents

    ABLE ONTENTS Page: Section 1: Introduction Overview ........................1-1 Maintenance Requirements ..................1-1 1.1.1 Preventive Maintenance................1-1 1.1.2 Corrective Maintenance ................1-1 1.1.3 File Maintenance................... 1-2 Product Support ......................1-2 Troubleshooting ......................1-2 Configuration Changes ....................1-3 1.4.1 DMS-100 ....................... 1-3 1.4.2 5ESS Topology .....................
  • Page 4 Page: 2.6.1.4 InterLink Input Configuration Assignment ........2-42 2.6.1.5 Node Not Configured ..............2-45 2.6.2 Maintenance Modem Configuration .............. 2-46 2.6.3 Tape Configuration..................2-48 2.6.3.1 Multiple Tape Drives ..............2-49 2.6.3.2 Install A SCSI Tape Drive ............. 2-49 2.6.3.3 Remove A Tape Drive..............2-54 2.6.3.4 Change Default Tape Drive ............
  • Page 5 Page: File Maintenance......................3-9 3.3.1 Disk Usage – Host ..................3-9 3.3.2 Store/Retrieve/Remove Report Data – Host ..........3-10 3.3.3 Temp Files – VU-ACD/100 For Windows Remote Terminal ......3-11 Section 4: Troubleshooting Introduction ........................ 4-1 Troubleshooting – General..................4-1 4.1.1 Problem Identification..................
  • Page 6 Page: LAN Connectivity ....................... 4-28 4.4.1 LAN Media..................... 4-28 4.4.1.1 Intermediate Routers..............4-28 4.4.1.2 Connections .................. 4-28 4.4.1.3 Network Interface Cards ............... 4-29 4.4.1.4 Test Tools ..................4-29 4.4.2 Client/Server Software .................. 4-30 4.4.3 TCP/IP Transport ..................4-30 4.4.3.1 Host TCP/IP (OpenServer) ............4-30 4.4.3.2 Remote Terminal TCP/IP (Winsock) ..........
  • Page 7 Page: 5.5.2.8 Fax Modem ................... 5-24 5.5.2.9 Fax/Print Modem................5-24 5.5.2.10 FMS Port ..................5-25 5.5.2.11 Schedule Port ................5-25 5.5.2.12 InterLink Port................. 5-26 5.5.3 Remove Device ..................... 5-27 5.5.4 MultiLink – Add Nodes .................. 5-28 ACD MIS Updates & Upgrades.................. 5-29 5.6.1 Maintenance Release ...................
  • Page 8 Page: List of Tables Table 2.1: Cartridge Tape Capacities ................. 2-9 Table 2.2: VU-ACD/100 Load Management Limits ............. 2-28 Table 2.3: DigiBoard Port Assignments ................2-32 Table 2.4: Tape Drive Configuration Parameters ............... 2-48 Table 2.5: VU-ACD/100 5ESS Provision Table Parameters ..........2-83 Table 4.1: Troubleshooting Checklist..................
  • Page 9 REFACE Introduction This document contains VU-ACD/100 guidelines for performing preventive and corrective maintenance on a VU-ACD/100 v43 ACD Management Information System (MIS). Maintenance technicians and administrators should refer to the documentation provided by the respective original equipment manu- facturers (OEMs) for additional product information. This guide contains the following sections: •...
  • Page 10 Centrex ACD topologies, refer to Section 1 of the VU-ACD/100 User’s Guide – Host/DOS. Net-VU Compatibility Net-VU Internet ACD is a Perimeter Technology software application which facilitates and tracks interactive Web inquiries. The VU-ACD/100 host can be configured with a data link(s) to a Web server sourcing the Java-based Net-VU switch engine, agent and caller interfaces for initiating and responding to Internet calls.
  • Page 11 Admonitions Admonitions in the form of notes, cautions and warnings are preceded by the following symbols: Type Symbol Definition This information will help you understand how a feature or function Note operates or interacts with others. This information may prevent your incorrect or incomplete use of Important a feature or function.

  • Page 13: Section 1: Introduction

    VU-ACD/100 includes a facility for dial-in remote maintenance by Perimeter Technology Product Support. Perimeter Technology technicians can call into a system and review its overall operational state. Product Support will examine problem areas and/or remotely alter system parameters to restore system operation.

  • Page 14: File Maintenance

    Perimeter Technology as part of a turnkey system. Perimeter Technology offers single point of contact assistance to distributors and direct end users to maximize the customer’s satisfaction with the VU-ACD/100 product in all respects.

  • Page 15: Configuration Changes

    Configuration Changes The VU-ACD/100 configuration consists of all the elements that work together to display Centrex ACD or Internet ACD activity in the Call Center. Elements include: DMS-100 • BCS, Feature Packages, datafill and MPC/EMPC cards • Data link between the DMS-100 and the VU-ACD/100 host (synchronous modems, PAD) 5ESS •...

  • Page 16: 5Ess Topology

    VU-ACD/100 also offers the MultiLink option which supports ACD MIS host interfaces to multiple DMS-100 switches. Call event data from up to 20 data links can be processed, displayed and reported on via a single ACD MIS host. Load Management for each DMS-100 is also supported across the data links.

  • Page 17: Vu-Acd/100 Updates & Upgrades

    Perimeter Technology also reacts to customer input as it plans a new version of the software containing enhanced and/or additional MIS features. A Feature Version is a new software release which expands the ACD MIS capabilities of the VU-ACD/100 product line.

  • Page 19: Section 2: Maintenance Utilities

    AINTENANCE TILITIES Introduction This section describes the VU-ACD/100 Maintenance Utilities. Most of these utilities run without inter- rupting normal ACD MIS data collection. The instructions in this section describe how to perform the functions available through the Maintenance Menu. Maintenance Menu The VU-ACD/100 Maintenance Menu is intended for use by trained and certified technicians when performing preventive and corrective maintenance on the ACD MIS.

  • Page 20: Access/Exit Maintenance Menu

    2.1.1 Access/Exit Maintenance Menu Maintenance utilities are written in the form of a UNIX script and must be accessed from the VU-ACD/100 console (host) using a separate SCO OpenServer login code and optional password. 2.1.1.1 Access Maintenance Menu Step Prompt Action (Real-Time Display) From the Menu Bar, type...

  • Page 21: Exit Maintenance Menu

    2.1.1.2 Exit Maintenance Menu Exiting the Maintenance Menu returns the system console to the UNIX prompt. A control key sequence is required to return to the VU-ACD/100 program. Step Prompt Action MAINTENANCE MENU 1) Shut Down ACD MIS 2) Shut Down ACD MIS & UNIX System 3) Tape Backup/Restore Utilities 4) System Logs 5) Load Management Limits...

  • Page 22: System Shut Down

    2.1.2 System Shut Down 2.1.2.1 Shut Down ACD MIS This function should be performed whenever you must access the SCO OpenServer (UNIX) operating system without the ACD MIS running. Do not use this procedure prior to powering down or before rebooting the VU-ACD/100. Instead use the procedure described in Section 2.1.2.2.

  • Page 23: Shut Down Acd Mis & Unix System

    Step Prompt Action ACD MIS shutdown in progress ...please wait The following message is broadcast to all terminals: stage one: looking for ‘start’ process “ACD MIS is being shut down for maintenance - [start] process terminated Press ESC key to continue” stage two: looking for other relevant processes ACD MIS process shutdown completed...
  • Page 24 Step Prompt Action Step 1: ACD MIS process shut down Do you want to continue? (y/n) Type and press Enter ****************************************************** The Real-Time Display will appear briefly. Do NOT change screens! The screen will go blank until the ACD MIS processes have completely stopped.
  • Page 25 Step Prompt Action UNIX system processes being halted . . .please wait (Halt) Shutdown started <day month date time year> Broadcast Message from root (ttyXX) on scosysv <month date time year> THE SYSTEM IS BEING SHUT DOWN NOW ! ! ! Log off now or risk your files being damaged, Shutdown proceeding.

  • Page 26: Vu-Acd/100 Startup

    2.1.3 VU-ACD/100 Startup The VU-ACD/100 starts up UNIX after a system reset or power restoration. The following procedure describes how to restore VU-ACD/100 system operation when UNIX is rebooted. Step Prompt Action **Safe to Reboot** -or- **Press any key to reboot** Press any key on the keyboard.

  • Page 27: Tape Backup/Restore Utilities

    Tape Backup/Restore Utilities Tape backups on tape cartridges provide a means of restoring hard disk data should the hard disk become damaged or if data is lost. Tape backups should be performed regularly. The VU-ACD/100 automa- tically performs a complete backup to tape nightly. Use this facility to perform manual tape backups or for file recovery in the event of hard disk failure.

  • Page 28: Complete System Backup

    2-10 2.2.1 Complete System Backup This menu option copies all VU-ACD/100 data and executable files from the host hard disk and stores them on a tape cartridge. Executing this option overwrites the entire contents of the tape. To restore files backed up with this option, use the Complete System Restore option, described in Section 2.2.2.
  • Page 29 2-11 Step Prompt Action Complete System Backup (to tape) This selection is used to perform a Complete Backup of the ACD MIS to tape. Please note this selection will completely write over existing data on the tape. Do you want to continue (y/n): Type and press to continue (or...

  • Page 30: Complete System Restore

    2-12 2.2.2 Complete System Restore This menu option copies and overwrites all VU-ACD/100 files from a tape cartridge to the host hard disk. Use this function only to recover from a hard disk crash. After a restoration the hard disk data reverts to the date and time of the data stored on the automatic nightly backup or from a Complete System Backup cartridge tape.
  • Page 31 2-13 Step Prompt Action Insert a Complete Back-Up tape in the tape drive Press <ENTER> to continue Insert the tape resulting from a Complete Sys- tem Back-up into the tape drive. Press Enter checking tape device..please wait..The system extracts VU-ACD/100 ACD MIS files from the tape.

  • Page 32: List Contents Of Tape

    2-14 2.2.3 List Contents Of Tape This menu option allows the user to view the names, sizes, and access rights of files stored on a QIC or DAT tape cartridge containing a Complete System Backup. Step Prompt Action TAPE BACKUP/RESTORE UTILITIES 1) Complete System Backup 2) Complete System Restore 3) List of Contents on Tape...

  • Page 33: Extract Specific Files From Tape

    2-15 2.2.4 Extract Specific Files From Tape This menu option copies and overwrites selected files from a tape cartridge to the VU-ACD/100 hard disk. Individual filenames entered must include the full path name as listed on the tape cartridge. Use this option to restore files backed up using the Complete Backup process, described in Section 2.2.1.
  • Page 34 2-16 Step Prompt Action Please specify the file name separated by spaces (the complete directory path [as stored] is required) To exit without specifying a file, press Type a complete path/filename(s) as displayed <ENTER> from the List of Contents on Tape option. Separate each filename with a space.

  • Page 35: System Logs

    2-17 System Logs The System Logs option allows the user to display or print the contents of log files maintained by the VU-ACD/100 system. These logs trace internal process activity. Data contained in the log files is important when troubleshooting system problems. Four types of logs may be displayed/printed: •...

  • Page 36: System Log

    2-18 2.3.1 System Log Step Prompt Action MAINTENANCE MENU 1) Shut Down ACD MIS 2) Shut Down ACD MIS & UNIX System 3) Tape Backup/Restore Utilities 4) System Logs 5) Load Management Limits 6) Change Maintenance Logon Password 7) System Hardware Configuration 8) Install a Software Update 9) Request Switch Initialization 10) 5ESS Provisioning...

  • Page 37: Backup Log

    2-19 2.3.2 Backup Log Step Prompt Action MAINTENANCE MENU 1) Shut Down ACD MIS 2) Shut Down ACD MIS & UNIX System 3) Tape Backup/Restore Utilities 4) System Logs 5) Load Management Limits 6) Change Maintenance Logon Password 7) System Hardware Configuration 8) Install a Software Update 9) Request Switch Initialization 10) 5ESS Provisioning...

  • Page 38: Link Log

    2-20 2.3.3 Link Log Step Prompt Action MAINTENANCE MENU 1) Shut Down ACD MIS 2) Shut Down ACD MIS & UNIX System 3) Tape Backup/Restore Utilities 4) System Logs 5) Load Management Limits 6) Change Maintenance Logon Password 7) System Hardware Configuration 8) Install a Software Update 9) Request Switch Initialization 10) 5ESS Provisioning...

  • Page 39: Event Log (Fedlog)

    2-21 2.3.4 Event Log (fedlog) Step Prompt Action MAINTENANCE MENU 1) Shut Down ACD MIS 2) Shut Down ACD MIS & UNIX System 3) Tape Backup/Restore Utilities 4) System Logs 5) Load Management Limits 6) Change Maintenance Logon Password 7) System Hardware Configuration 8) Install a Software Update 9) Request Switch Initialization 10) 5ESSProvisioning...
  • Page 40 2-22 Step Prompt Action EVENT LOG - DISPLAY/DELETE The front-end Event Log (fedlog) contains a daily log of the ACD events sent by the Switch system to the ACD MIS. Fedlogs are only recorded when Event logging is enabled. This option is enabled and disabled via selection #2 of the Event Log Options Menu.
  • Page 41 2-23 Step Prompt Action EVENT LOG (selected file = fedlog.0.11) Log data will be presented using the ‘More” command. Press the <SPACE BAR> to scroll 1 page forward or press <ENTER> to scroll 1 line forward. Press ‘Q’ to Quit displaying the log. Press the <ENTER>...
  • Page 42 2-24 Step Prompt Action To disable fedlog event recording: EVENT LOG - ENABLE/DISABLE This feature allows all ACD events sent by the Switch to be recorded in a log file. The log file can be used for troubleshooting if required. Select the node number [1 - n] or ‘q’...

  • Page 43: Load Management Limits

    2-25 Load Management Limits This subsection provides instructions for setting DMS-100 Meridian Centrex limitations on nine Load Management features. The configurations set through this feature also establish end user limitations when setting VU-ACD/100 Load Management Menu screen options. Disabling a function prevents access to that function from the VU-ACD/100 Load Management Menu.
  • Page 44 2-26 Step Prompt Action MAINTENANCE MENU 1) Shut Down ACD MIS 2) Shut Down ACD MIS & UNIX System 3) Tape Backup/Restore Utilities 4) System Logs 5) Load Management Limits 6) Change Maintenance Logon Password 7) System Hardware Configuration 8) Install a Software Update 9) Request Switch Initialization 10) 5ESS Provisioning 11) List Logged-In Users...
  • Page 45 2-27 Step Prompt Action Steps 4 thru 8 describe the general process for changing Load Management Limits. Group Names and Directory Numbers are read from the system database. Default Minimum <min> and maximum <max> values are listed in Table 2.2 for each Load Management parameter.

  • Page 46: Table 2.2: Vu-Acd/100 Load Management Limits

    2-28 Table 2.2: VU-ACD/100 Load Management Limits Parameter Minimum Maximum Description Digit Display Number of digits that appear on the LCD display on an agent's telephone set RAN Threshold Number of seconds that callers wait in queue before hearing a recorded announcement (RAN) Priority Promotion Values represent the number of seconds during which calls are delayed in a queue before promotion...
  • Page 47 2-29 Table 2.2: VU-ACD/100 Load Management Limits Parameter Minimum Maximum Description 19) MSQS by Time in Queue - 1 2390 Number of seconds a call waits in Multi-Stage Queue 1 before a T1 indicator appears on agent’s telset 20) MSQS by Time in Queue - 2 0,T1+5 2395 Number of seconds a call waits in Multi-Stage Queue...

  • Page 48: Change Maintenance Logon Password

    2-30 Change Maintenance Logon Password This menu option allows the user to change the maint login password which secures access to the Maintenance Menu. Initial entry into the Maintenance Menu does not require a password. A password request appears after the UNIX login prompt prior to accessing the Maintenance Menu. Step Prompt Action...

  • Page 49: System Hardware Configuration

    2-31 System Hardware Configuration Choose this option to view or modify the VU-ACD/100 system configuration created during the VU-ACD/100 software installation. Refer to Section 4 of the VU-ACD/100 Installation Guide for information regarding software installation. Use this function to configure the following VU-ACD/100 software parameters when performing the hardware modifications listed below: •...

  • Page 50: Table 2.3: Digiboard Port Assignments

    2-32 Table 2.3: DigiBoard Port Assignments DigiBoard COM/8i Board DigiBoard Ports Notes Option ttyi11–ttyi18 Always assign PAD to ttyi11m (“m” indicates modem control) Assign other devices to remaining ports ttyi21–ttyi28 Assign devices to any available port DigiBoard PC/8e ttyi1a–ttyi1h Always assign PAD to ttyi1A (uppercase “A”...

  • Page 51: Node Configuration

    • Lucent Technologies 5ESS Centrex ACD Switch (Link Modem(s) Configuration) • Perimeter Technology Net-VU Internet ACD Switch Engine [LAN] • InterLink Input from another VU-ACD/100 Host [Serial Port(s) or LAN] Node configuration is required to implement an overall installation plan for one or more VU-ACD/100 hosts.

  • Page 52: 2.6.1.1 Dms Node Configuration

    2-34 2.6.1.1 DMS Node Configuration Step Prompt Action For PAD Connection For LAN Connection VIEW/MODIFY DMS NODE CONFIGURATION VIEW/MODIFY DMS NODE CONFIGURATION 1) Node Description DMS-100 1) Node Description DMS-100 2) PAD Type MEMOTEC 2) Connection Type 3) Port /dev/ttyi1A 3) TCP/IP Port ID 1111 4) Baud Rate...
  • Page 53 2-35 Step Prompt Action List of configured serial tty devices Note: although configured, devices may not be available to use. Ensure that a serial device is available prior to assigning it. tty1B ttyi1H ttyi2A ttyi2B ttyi2d ttyi2e ttyi2f ttyi2g Enter the serial port for the DMS-100 PAD: NOTE: Refer to Table 2.3 for a complete listing of DigiBoard serial port nomenclature.
  • Page 54 2-36 Step Prompt Action For Both Connections 5) BCS version number Type and press to change the BCS Enter version number. BCS Protocol Versions supported are: 1) 30 2) 31 3) 32 4) 33 5) 34 Type the number corresponding to the BCS 6) 35 protocol version and press .
  • Page 55 2-37 Step Prompt Action Enter the Pool Name (1 to 16 characters): Type the pool name and press . The Enter View/Modify DMS Node Configuration Menu reappears. Choose another configuration parameter to change or proceed to Step 32. 10) Pool password Type and press to change the Pool...

  • Page 56: 5Ess Configuration Assignment

    2-38 2.6.1.2 5ESS Configuration Assignment Step Prompt Action VIEW/MODIFY 5ESS NODE CONFIGURATION for Node <n> 1) Node Description 5ESS 2) Port(s) /dev/ttyi2A 3) Baud rate 9600 4) Switch version number 12/13 Select a parameter to modify or “q” to Type the number corresponding to the con- quit: figuration parameter you wish to change and press...
  • Page 57 2-39 Step Prompt Action [default: ttyi2A ] : [ Type and press Enter to delete the serial port number shown as the default. If multiple ports are already assigned for this node, Step 3B reappears with the next port shown as a default. Up to four ports can be removed in this fashion.

  • Page 58: Net-Vu Configuration Assignment

    2-40 2.6.1.3 Net-VU Configuration Assignment Step Prompt Action VIEW/MODIFY Net-VU NODE CONFIGURATION for Node <n> 1) Node Description Net-VU 2) Connection Type 3) TCP/IP Port ID Value 5632 4) Net-VU IP Address 130.112.104.78 Select a parameter to modify or “q” to Type the number corresponding to the con- quit: figuration parameter you wish to change and...
  • Page 59 2-41 Step Prompt Action Change Net-VU Input connection type to Serial (y/n) ? Type and press Enter VIEW/MODIFY Net-VU INPUT CONFIGURATION for Node <n> (NOTE: Up to 1 Port(s) can be configured for this node) Net-VU Port #1 List of configured serial tty devices Note: although configured, devices may not be available to use.

  • Page 60: Interlink Input Configuration Assignment

    2-42 2.6.1.4 InterLink Input Configuration Assignment Step Prompt Action InterLink INPUT CONFIGURATION ASSIGNMENT for NODE <n> 1) Node Description InterLink Input 2) Connection Type Serial 3) Port /dev/ttyA13 4) Baud rate 9600 Select a parameter to modify or “q” to Type the number corresponding to the con- quit: figuration parameter you wish to change and...
  • Page 61 2-43 Step Prompt Action Change InterLink Input connection type to Serial (y/n) ? Type an d press Enter MODIFY InterLink INPUT CONFIGURATION for Node <n> List of configured serial tty devices Note: although configured, devices may not be available to use. Ensure that a serial device is available prior to assigning it.
  • Page 62 2-44 Step Prompt Action Change InterLink Input connection type to Serial (y/n) ? Type an d press Enter MODIFY InterLink INPUT CONFIGURATION for Node <n> List of configured serial tty devices Note: although configured, devices may not be available to use. Ensure that a serial device is available prior to assigning it.

  • Page 63: Node Not Configured

    2-45 2.6.1.5 Node Not Configured Step Prompt Action NODE CONFIGURATION ASSIGNMENT for NODE <n> 1) Configure a DMS-100 Node 2) Configure a 5ESS Node 3) Configure a Net-VU Node 4) Configure an InterLink Input Select an option or ‘q’ to quit Type the number corresponding to the type of node to be configured and press Enter...

  • Page 64: Maintenance Modem Configuration

    2-46 2.6.2 Maintenance Modem Configuration Step Prompt Action SYSTEM HARDWARE CONFIGURATION 1) Node Configuration 2) Maintenance Modem Configuration 3) Tape Configuration 4) Multiport Serial I/O Configuration 5) System Printer Configuration 6) Reset All External Displays Select an option or ‘q’ to quit: Type and press to select Maintenance...
  • Page 65 2-47 Step Prompt Action 3) Modem selection Select the appropriate modem and press Enter. 4) Initialize the modem Type and press Enter to initialize the remote maintenance modem. Do you wish to initialize the modem at this time (y/n) ? Complete one of the following options: a.

  • Page 66: Tape Configuration

    The default host adapter type will be ‘cha’. Table 2.4 lists the SCSI tape drives currently supported for VU-ACD/100. For additional information about installing and configuring QIC and/or DAT tape drives, contact Perimeter Technology Product Support. Table 2.4: Tape Drive Configuration Parameters Mounting...

  • Page 67: Multiple Tape Drives

    2-49 2.6.3.1 Multiple Tape Drives Multiple tape drives can be configured under the SCO OpenServer Release 5 operating system. This capability supports software installation from and data backups to/from several media sources. For example, a customer may upgrade to a Compaq host platform with a DAT tape drive but still require loading of old report data from QIC tape.
  • Page 68 ‘cha’. If the default is not ‘cha’, you must reinstall SCO OpenServer Release 5.0 using the Compaq Boot-Time Loadable Drivers diskette supplied by Perimeter Technology Product Support. Enter the prefix of the SCSI host adapter that supports this device or press <Return>...
  • Page 69 2-51 Install A Tape Drive (continued) Step Prompt Action Enter Vendor Identification string or press <Return> to use default or enter q to return to main menu: Press Enter Enter SCSI version that device is conformant to or press <Return> to use default or enter q to return to main menu: Press Enter...
  • Page 70 2-52 Install A Tape Drive (continued) Step Prompt Action Tape Drive Configuration Program 1. Configure a SCSI or Enhanced IDE tape drive 2. Configure a different type of tape drive Select an option or enter q to quit: Type and press Enter You must create a new kernel to effect the driver change you specified.
  • Page 71 2-53 Install A Tape Drive (continued) Step Prompt Action MAINTENANCE MENU 1) Shut Down ACD MIS 2) Shut Down ACD MIS & UNIX System 3) Tape Backup/Restore Utilities 4) System Logs 5) Load Management Limits 6) Change Maintenance Logon Password 7) System Hardware Configuration 8) Install a Software Update 9) Request Switch Initialization...

  • Page 72: Remove A Tape Drive

    2-54 2.6.3.3 Remove A Tape Drive Step Prompt Action SYSTEM HARDWARE CONFIGURATION 1) Node Configuration 2) Maintenance Modem Configuration 3) Tape Configuration 4) Multiport Serial I/O Configuration 5) System Printer Configuration 6) Reset All External Displays Select an option or ‘q’ to quit: Type and press to select Tape...
  • Page 73 2-55 Remove A Tape Drive (continued) Step Prompt Action In /etc/default/boot: No current boot string Enter new string, “rm” to remove string, or enter q to leave current string as is: Type and press Enter SCSI or Enhanced IDE Tape Drive Configuration Program 1.
  • Page 74 2-56 Remove A Tape Drive (continued) Step Prompt Action SYSTEM HARDWARE CONFIGURATION 1) Node Configuration 2) Maintenance Modem Configuration 3) Tape Configuration 4) Multiport Serial I/O Configuration 5) System Printer Configuration 6) Reset All External Displays Select an option or ‘q’ to quit: Type and press Enter...

  • Page 75: Change Default Tape Drive

    The default tape drive becomes accessible via VU-ACD/100 tape utilities. A system reboot is not required The Compaq TurboDAT Autoloader with SCO ARCserve/Open software is optional. For additional information on this option, contact Perimeter Technology Sales. Step Prompt...
  • Page 76 2-58 Change Default Tape Drive (continued) Step Prompt Action Steps 5 and 6 only appear if the user opted to use the Compaq TurboDAT Autoloader as the default drive for VU-ACD/100 Data Management operations. Enter the Changer slot # to reserve for Type the number corresponding to the VU-ACD/100 Data Management cartridge slot in the Compaq TurboDAT...
  • Page 77 2-59 Change Default Tape Drive (continued) Step Prompt Action The current configuration is: Unit Description QIC cartridge tape drive DAT drive Enter the unit number you wish to become the new default or enter q to Type the Unit number of the tape drive that return to main menu.
  • Page 78 2-60 Change Default Tape Drive (continued) Step Prompt Action MAINTENANCE MENU 1) Shut Down ACD MIS 2) Shut Down ACD MIS & UNIX System 3) Tape Backup/Restore Utilities 4) System Logs 5) Load Management Limits 6) Change Maintenance Logon Password 7) System Hardware Configuration 8) Install a Software Update 9) Request Switch Initialization...

  • Page 79: Multiport Serial I/O

    Multiport Serial I/O The VU-ACD/100 host computer requires the installation of a multi-channel serial port communications card or cluster system. DigiBoards provide RS-232 data communication between the peripherals and the host microcomputer. Perimeter Technology recommends and supports the following DigiBoard™ products: •...
  • Page 80 2-62 Step Prompt Action SYSTEM HARDWARE CONFIGURATION 1) Node Configuration 2) Maintenance Modem Configuration 3) Tape Configuration 4) Multiport Serial I/O Configuration 5) System Printer Configuration 6) Reset All External Displays Select an option or ‘q’ to quit: Type and press to select Multiport Enter Serial I/O Configuration.
  • Page 81 2-63 Step Prompt Action Config Install Install New Products Change - Change/Show Installed Products Remove - Remove Installed Products Use the Up/Down Arrow keys to highlight Install - Install New Products. Press Enter Pick List Digi Xe and Xi Family Digi Xr Family Digi EPC/X, C/X , Xem and ClusterPort Family Digi SmartPort Family...
  • Page 82 2-64 Step Prompt Action DScreen/Altpin When all changes have been made, press exit and save changes. Do you wish to install DigiScreen? Type and press Enter Press Enter to disable Altpin (Altpin=Off). Altpin setting. Off The prompts shown in Steps 9 and 10 will vary depending on the type of DigiBoard being installed.
  • Page 83 2-65 Step Prompt Action IMPORTANT: Refer to the DigiWARE Review the board configuration displayed on documentation supplied with the Digi- (cont.) the screen. Verify that the parameters shown Board product for specific installation match those actually configured for this host procedures when using the MPI interface.
  • Page 84 2-66 Step Prompt Action The prompts shown in Step 14 will vary depending on the type of DigiBoard being installed. Refer to the DigiWARE documentation for additional details. Configuring epca driver... Creating Space.c file... Major device number for epca is <No.> Major device number for epc1 is <No.

  • Page 85: System Printer Configuration

    2-67 2.6.5 System Printer Configuration This function is used to test parallel port and system printer operation at the VU-ACD/100 host computer. Refer to Section 2.1.2.1 and shut down the ACD MIS before changing paral- lel port configuration. The entire system must be rebooted to enable parallel port changes.
  • Page 86 2-68 Step Prompt Action To complete Step 5 you must know the parallel port address and corresponding IRQ of the host computer. If you have not already identified the parallel port address, refer to the Section 4.1.2 of the VU-ACD/100 Installation Guide for a description of how to find this address on Compaq computers.
  • Page 87 2-69 Step Prompt Action The kernel environment includes device node files and /etc/inittab. The new kernel may require changes to /etc/inittab or device nodes. Do you want the kernel environment rebuilt? (y/n) Type and press Enter The kernel has been successfully linked and installed.

  • Page 88: Reset All External Displays

    2-70 2.6.6 Reset All External Displays The External Display interface provided in VU-ACD/100 supports selective resetting of display units equipped with appropriate firmware. Refer to Section 9 of the VU-ACD/100 User’s Guide for additional information. Step Prompt Action SYSTEM HARDWARE CONFIGURATION 1) Node Configuration 2) Maintenance Modem Configuration 3) Tape Configuration...

  • Page 89: Install A Software Update

    2-71 Install A Software Update This option facilitates performing a software update to the system. Updated software is read from floppy disk and/or cartridge tape. Step Prompt Action MAINTENANCE MENU 1) Shut Down ACD MIS 2) Shut Down ACD MIS & UNIX System 3) Tape Backup/Restore Utilities 4) System Logs 5) Load Management Limits...

  • Page 90: Request Switch Initialization

    2-72 Request Switch Initialization This option allows the user to simultaneously request initialization data from all Centrex ACD switches, Net-VU switch engines and InterLink ports immediately, scheduled one time or scheduled daily. A previously scheduled initialization request can be canceled at any time. 2.8.1 Execute Switch Initialization Request Now Step...
  • Page 91 2-73 Step Prompt Action The initialization request is immediately sent to all nodes <List of messages> The following message immediately appears on all terminals: Link down message sent to link_mux Done “Scheduled Switch Initialization Request being executed at this time” Press <Enter>...

  • Page 92: Schedule One Time Switch Initialization Request

    2-74 2.8.2 Schedule One Time Switch Initialization Request Step Prompt Action MAINTENANCE MENU 1) Shut Down ACD MIS 2) Shut Down ACD MIS & UNIX System 3) Tape Backup/Restore Utilities 4) System Logs 5) Load Management Limits 6) Change Maintenance Logon Password 7) System Hardware Configuration 8) Install a Software Update 9) Request Switch Initialization...
  • Page 93 2-75 Step Prompt Action Are you sure you want to request initialization at the time indicated (y/n) ? Type and press Enter to schedule the initia- lization request. Proceed to Step 6. – or – Type and press to cancel the request Enter and return to the Switch Initialization Request Menu.

  • Page 94: Schedule Daily Switch Initialization Request

    2-76 2.8.3 Schedule Daily Switch Initialization Request The VU-ACD/100 system must be rebooted to implement a daily Switch initialization request schedule. Step Prompt Action MAINTENANCE MENU 1) Shut Down ACD MIS 2) Shut Down ACD MIS & UNIX System 3) Tape Backup/Restore Utilities 4) System Logs 5) Load Management Limits 6) Change Maintenance Logon Password...
  • Page 95 2-77 Step Prompt Action Are you sure you want to request initialization at the time indicated (y/n) ? Type and press Enter to schedule the initiali- zation request. Proceed to Step 6. – or – Type and press to cancel the request Enter and return to the Switch Initialization Request Menu.

  • Page 96: Cancel Scheduled Daily Switch Initialization Request

    2-78 2.8.4 Cancel Scheduled Daily Switch Initialization Request The VU-ACD/100 system must be rebooted to change a daily Switch initiali- zation request schedule. Step Prompt Action MAINTENANCE MENU 1) Shut Down ACD MIS 2) Shut Down ACD MIS & UNIX System 3) Tape Backup/Restore Utilities 4) System Logs 5) Load Management Limits...

  • Page 97: 5Ess Provisioning

    2-79 5ESS Provisioning This subsection provides instructions for setting 5ESS provisioning parameters that define ACD entities tracked during Centrex or Internet ACD call handling. The parameters set through this feature also establish limitations when setting VU-ACD/100 For Windows Recent Change/Verify options. The provisioning feature also includes two tools for verifying 5ESS parameters.

  • Page 98: 5Ess Provisioning Menu

    2-80 2.9.2 5ESS Provisioning Menu Step Prompt Action MAINTENANCE MENU 1) Shut Down ACD MIS 2) Shut Down ACD MIS & UNIX System 3) Tape Backup/Restore Utilities 4) System Logs 5) Load Management Limits 6) Change Maintenance Logon Password 7) System Hardware Configuration 8) Install a Software Update 9) Request Switch Initialization 10) 5ESS Provisioning...

  • Page 99: View/Modify Provision Table Parameters

    2-81 2.9.3 View/Modify Provision Table Parameters You must have available a detailed list of all 5ESS switch indices digit strings assigned to ACD entities for the customer site in order to create records in the Provision table. The Lucent Technologies 5ESS Call Center Survey and/or Net-VU Internet ACD Reference Guide assist in gathering and organizing the required information.
  • Page 100 2-82 Step Prompt Action <Selected Parameter> [<Selected Node>] Enter the <Selected Parameter> minimum value or q to quit (minimum allowed = 1) Refer to Table 2.5, the 5ESS Call Center Survey Type a minimum value and press Enter. Enter the <Selected Parameter> maximum value or q to quit (minimum allowed = 1) Refer to Table 2.5, the 5ESS Call Center Survey.

  • Page 101: Table 2.5: Vu-Acd/100 5Ess Provision Table Parameters

    2-83 Table 2.5: VU-ACD/100 5ESS Provision Table Parameters Rel. 11 Rel. 11 Rel. 12 Rel. 12 Parameter Description Min. Max. Min. Max. Terminal & ACD Group ID 65535 65535 The Terminal ID is the telco billing number for ACD services. The Group ID further refines billing to the associated TGID.

  • Page 102: Probe The 5Ess

    2-84 2.9.4 Probe the 5ESS The probe tool searches a 5ESS switch to “discover” information about resources within the range of identifiers programmed in the 5ESS Provision Table on the VU-ACD/100 host. When an ACD entity is “discovered”, a record is created in the MIS configuration database. The ACD MIS must be running for the probe tool to function.
  • Page 103 2-85 Step Prompt Action 5ESS PROVISIONING 1) View/Modify Provision Table Parameters 2) Probe the 5ESS 3) Audit the 5ESS Please enter your selection or enter q to quit: Type and press Enter 5ESS PROBE A probe is performed as an attempt to ‘discover’ any unknown resources already assigned in the switch for this MIS.
  • Page 104 2-86 Step Prompt Action 5ESS resource probe Started - host <n>, node <n> <Resource ID> - not found <Resource ID> - found Probe completed - Running time : <time> Press <ENTER> to continue Press to return to the 5ESS Enter Provisioning Menu.

  • Page 105: Audit The 5Ess

    2-87 2.9.5 Audit the 5ESS The audit tool functions in the same manner as the probe tool, except that the audit is limited to looking for only those resources currently identified as configured or assigned in the MIS local database. Audit is used to confirm the existence of currently identified resources.
  • Page 106 2-88 Step Prompt Action 5ESS resource audit Started - host <n>, node <n> <Resource ID> - not found <Resource ID> - found Audit completed - Running time : <time> Press <ENTER> to continue Press to return to the 5ESS Enter Provisioning Menu.

  • Page 107: List Logged-In Users

    2-89 2.10 List Logged-In Users This option allows the user to display a list of all ACD MIS users currently logged into the VU-ACD/100 host. Step Prompt Action MAINTENANCE MENU 1) Shut Down ACD MIS 2) Shut Down ACD MIS & UNIX System 3) Tape Backup/Restore Utilities 4) System Logs 5) Load Management Limits...
  • Page 108 2-90 List of Logged-In Users ----------------------- Userid Username Lang Termid Device login time Superuser /dev/tty05 01/06 06:51:40 /dev/ttyi1a 01/06 07:45:58 /dev/ttyi1c 01/06 07:46:57 /dev/ttyi1d 01/06 07:51:10 /dev/ttyi1e 01/06 07:51:28 LAN 45322 01/06 07:54:41 LAN 44521 01/06 07:54:54 LAN 44623 01/06 07:56:06 /dev/ttyi1b 01/06 07:56:25 Press <ENTER>...

  • Page 109: Section 3: Preventive, Corrective & File Maintenance

    Several options for back-up tape usage are explored in the subsections below. Perimeter Technology does not recommend using only a single tape (no rotation schedule) for nightly backups. The tape will wear out from frequent write operations.

  • Page 110: System Backup/Restore

    Perimeter Technology recommends checking printers at least once a month or more frequently depending on the number of pages output per printer per month. The inspection process should include: Inspect paper feed path looking for signs that paper is improperly traveling through the printer.

  • Page 111: Cable Inspection

    If the VU-ACD/100 host and/or remote terminals are located in an environment where dust is a problem, Perimeter Technology recommends opening the CPU chassis and vacuuming out the film of dust which tends to coat interior components. Personal computers draw air into and through the CPU chassis to cool heat producing components.

  • Page 112: Corrective Maintenance

    Corrective Maintenance Corrective maintenance is the process of identifying and resolving the cause(s) of operational and func- tional problems exhibited by the ACD MIS. The problem is displayed by the ACD MIS but may be the result of user ignorance, faulty inputs (DMS-100 data stream), or defective output interfaces and devices (datacomm and telco lines, modems, printers, remote terminals).

  • Page 113: Real-Time Display Messages

    Event messages are fully described in the MIS Interface Specifications available from Northern Telecom (Nortel – DMS-100) and Lucent Technologies (5ESS). Perimeter Technology Product Support technicians are capable of downloading and analyzing the fed log listings. A captured fed log can also be used to duplicate the conditions causing a problem.

  • Page 114: Disk Usage Alarm

    Fri Jan 08 07:22:54 1999 Link NODE2 Reestablished Press Esc key to continue Pressing the key removes the message from the Real-Time Display. MultiLink is designed to allow ACD MIS functions to continue as long as one or more data links are available. However, if a data link is reestablished but datafill parameters (DMS-100) or provisioning (5ESS) have changed and cannot be reconciled via Load Management or Recent Change/Verify messages, MultiLink will reinitialize all data links in the system.

  • Page 115: Load Management Message (Dms-100)

    When the disk reaches 95% filled capacity, the following warning message Level 4 showing the actual percent used appears: DISK SPACE WARNING LEVEL 4 (96%) Archive and Report Generation Suspended Press Esc key to continue At 95% disk capacity the process which parses ACD MIS data and writes it into the system database stops.

  • Page 116: Configuration Changes

    3.2.4 Configuration Changes VU-ACD/100 ACD MIS can be affected by two general types of configuration changes. 1. ACD switch changes to datafill /provisioning, ACD features and MIS data link(s) can greatly affect what information is displayed/reported on the system and the level of interaction supported for Load Management (DMS-100) or Recent Change/Verify (5ESS).

  • Page 117: File Maintenance

    File Maintenance Data storage is not limitless on a VU-ACD/100 host. Hard disk and tape size is determined by econo- mics as well as desired reporting periods. A hard disk/tape drive combination sized and purchased based on initial system configuration requirements may be outgrown by planned and/or unanticipated Call Center expansion.

  • Page 118: Store/Retrieve/Remove Report Data - Host

    3-10 3.3.2 Store/Retrieve/Remove Report Data – Host The VU-ACD/100 system administrator should monitor disk usage on the host and take steps to avoid an automatic system shut down due to a lack of disk space. Historical report data that is no longer required can be stored to tape and deleted from hard disk.

  • Page 119: Temp Files - Vu-Acd/100 For Windows Remote Terminal

    3-11 3.3.3 Temp Files – VU-ACD/100 For Windows Remote Terminal Client-based report generation on VU-ACD/100 For Windows terminals creates temporary files containing exported data and intermediate reports. Intermediate files are deleted when a report prints successfully. Otherwise, they remain in the Windows temp directory. To generate reports, the VU-ACD/100 downloads report database tables to the client.

  • Page 121: Section 4: Troubleshooting

    4.1.1 Problem Identification Most of the problems reported to Perimeter Technology Product Support reflect the inability of the user to successfully interpret the data displayed and reported by the VU-ACD/100. Another class of problems are associated with installation and upgrades. These problems include: •...

  • Page 122: Fault Isolation

    Identifying a problem requires an exact description of the circumstances surrounding the occurrence. The log files maintained on the VU-ACD/100 host help establish the chronology of the problem. In some cases the error messages contained in the logs precisely identify the failure. At the very least the logs indicate when something failed to happen.

  • Page 123: Problem Resolution

    Use Program Info from the Menu Bar to check the security device for appropriate licensing of agents and options. If the problem is with report data, check the Data Management Log and verify that archive has run for each of the periods in question. Check Link Log to be sure messages are being received from the switch, server and/or other ACD MIS hosts.

  • Page 124: Table 4.1: Troubleshooting Checklist

    Table 4.1: Troubleshooting Checklist Problem Resolution Reference DMS Link a. Check Link Log (Maintenance Menu) and System a. Maint– Sec. 2.3.1, 2.3.3 Link failure message appears on Log (Administration Menu) for error messages. Real-Time Display. b. Install– Sec. 2.9 b. Check that power is available to both PAD and modem.
  • Page 125 Table 4.1: Troubleshooting Checklist Problem Resolution Reference External Display (continued) a. Verify cabling and hardware connections (including a. Install – Sec. 2.13 Messages appear garbled on line drivers/modems/LAN connections) from host to External Displays. all External Displays. b. Verify External Display port assignments (Device b.
  • Page 126 Table 4.1: Troubleshooting Checklist Problem Resolution Reference Printer a. Check cable connection from host to printer. a. Install – Sec. 2.11 Unable to print reports to system printer. b. Verify printer is loaded with paper and set Online. b. OEM Printer Manual c.
  • Page 127 OEM Modem Manual e. Replace modem. Product Support Check for getty process running on modem port (Perimeter Technology Technical Support) . Reports a. Check Permissions for affected user(s). a. User – Sec. 10 No data appears in reports for all groups.
  • Page 128 ACD Group/Team assignments Verify dmsfed is correctly parsing data for affected Product Support group/team (Perimeter Technology Product Support). Unable to log into ACD MIS. a. The switch and/or InterLink data stream must be a. Install – Sec. 2.9 providing data to the ACD MIS host before a log-in Maint –...

  • Page 129: Dms-100 Datafill

    DMS-100 Datafill The Northern Telecom DMS-100 is a program driven Central Office switch. Its operational charac- teristics are derived from entries made in a series of data tables contained in the switching generic software. Completing the entries required to activate various switch functions is referred to as “datafilling”...
  • Page 130 4-10 4.2.1.1 NOS_QUANTITY_OF_SVCS Purpose NOS_QUANTITY_OF_SVCS office parameter specifies the number of switched virtual circuits (SVC) in a DMS-100. This value directly affects the number of processes that can operate on a switch, since there are as many incoming and outgoing tasks as there are SVCs. Provisioning The number of applications that require SVCs determine the number of SVCs needed.
  • Page 131 4-11 4.2.1.3 MAX_ACDMIS_SESSIONS Purpose MAX_ACDMIS_SESSIONS office parameter is used to engineer ACD MIS for a maximum number of simultaneous MIS sessions. Provisioning MAX_ACDMIS_SESSIONS has the following range of values: • Minimum • Maximum 60 DMS SuperNode and NT-40 applications 32 NT-40 applications •...
  • Page 132 4-12 4.2.2 Displaying/Changing ACD MIS Office Parameters The following procedure involves changing Tables via a MAP OFCENG OFCOPT terminal. If you do not have write access to Tables , contact the OFCENG OFCOPT DMS-100 technical support group. Step Prompt Action (MAP command line) :>...

  • Page 133: Max_Acdmis_Sessions

    4-13 Step Prompt Action :> To access Table OFCOPT type TABLE (OFCOPT Table Screen) OFCOPT and press Enter :> To change the current value for type MAX_ACDMIS_SESSIONS and press MAX_ACDMIS_SESSIONS Enter MAX_ACDMIS_SESSIONS: n n = the number of simultaneous ACD MIS sessions currently supported in the switch.

  • Page 134: Datafilling Acd Mis Translations

    4-14 4.2.3 Datafilling ACD MIS Translations This section describes the data tables that must be datafilled for the ACD MIS data link to be activated in a DMS-100. Table 4.3 lists the data tables in the order they must be datafilled, the Northern Telecom Practice (NTP) associated with each table, the associated section numbers and the required forms.

  • Page 135: List The Download File

    4-15 4.2.3.5 List The Download File Software is downloaded from the CC to the MPC. Before entering a tuple in table MPC, ensure that the directory of the storage device where the download file is located has been listed. This places the download file in the user directory where the CC (Central Control) can recognize it for downloading.

  • Page 136: Datafilling Dms Tables

    4-16 4.2.4 Datafilling DMS Tables Datafill the following tables to establish the ACD MIS data link: • Multi-Protocol Controller • X.25 Layered Protocol MPCLINK • GDLADEV Controller Type • NOP Address NOPADDR • ACD MIS Subpool ACDMISSP • ACDMISPL ACD MIS Pool •...

  • Page 137: Table Gdladev

    4-17 4.2.4.3 Table GDLADEV Table GDLADEV defines the type of controller that is used with a specific data transfer application. Datafill table GDLADEV according to NTP Common Customer Data Schema, 297-1001-451. A datafill example of Table GDLADEV follows: TABLE GLADEV: APPLINDEVICE ---------------------------------------------------------------- XFERMPC...

  • Page 138: Table 4.4: Table Acdmispl - Parameters

    4-18 4.2.4.6 Table ACDMISPL Table ACDMISPL establishes pools and their associated passwords and protocols. Datafill Table ACDMISPL according to NTP Common Customer Schema, 297-2001-451. Table 4.4 lists the field names and parameters for Table ACDMISPL Table 4.4: Table ACDMISPL – Parameters Field name Value Comments...

  • Page 139: Table 4.5: Table Acdgrp - Parameters

    4-19 4.2.4.7 Table ACDGRP Table ACDGRP defines an ACD group and the options that are associated with that group. Datafill Table ACDGRP according to NTP Common Customer Data Schema, 297-2001-451. Table 4.5 lists the field names and parameters for Table ACDGRP Table 4.5: Table ACDGRP –...

  • Page 140: Table 4.6: Table Acdsgrp - Parameters

    4-20 4.2.4.8 Table ACDSGRP Table ACDSGRP defines subgroups and customer-supplied recording equipment. It must be datafilled for each ACD subgroup to be established (maximum 255 subgroups per ACD group.) Datafill Table according to Northern Telecom Common Customer Data Schema, 297-2001-451. ACDSGRP VU-ACD/100 ACD MIS software requires that each ACD group have at least one valid subgroup assigned.

  • Page 141: Table 4.7: Table Acdrte - Parameters

    4-21 Following is an example for datafilling Table ACDSGRP TABLE ACDSGRP > table acdsgrp TABLE: ACDSGRP > ACDGROUP: > acdgrpl SUBGROUP: > CHOICE: > none 4.2.4.9 Table ACDRTE Table specifies the routing scheme for an ACD Group. Up to four ACD Groups can be ACDRTE specified as overflow groups for a given ACD Group.

  • Page 142: Table Wrdn

    4-22 A datafill example of Table follows: ACDRTE TABLE ACDRTE: ACDGRP OPTNAME OPTION ---------------------------------------------------------------- ACDGRP1 OVFL OVFL ACDGRP2 ACDGRP3 ACDGRP4 $ 4.2.4.10 Table WRDN Table WRDN contains the directory number for an ACD group. Each of the 256 ACD Groups can be assigned one primary ACD directory number and 16 ACD supplementary numbers.

  • Page 143: Verifying Acd Mis Datafill

    4-23 4.2.5 Verifying ACD MIS Datafill To ensure that the switch software is at BCS32 or greater type PATCHER;INFORM and press . Look for BCS32 or greater software. LIST;LEAVE Enter To ensure that the correct software packages are loaded type PATCHER;INFORM and press .

  • Page 144: Data Link Performance Indicators

    4-24 4.2.6 Data Link Performance Indicators The X.25 MPC and EMPC data link between the DMS-100 and the downstream processor (DSP) carries all of the ACD event messages that are required by the MIS. Performance factors that should be considered include the data link capacity and the number of links required to support the ACD MIS application.

  • Page 145: Evaluating Mpc Data Link Performance

    ACD event messages. An Enhanced MPC (EMPC) card operates at 19200 bps supports approximately 26 messages per second (40 bytes/message). Perimeter Technology Product Support recommends operating the data link at 4800 bps unless the call volume warrants operating at 9600 bps. Experience with MPC and EMPC data links indicates that the frequency of error correction failures increases dramatically at 9600 bps.

  • Page 146: 5Ess Provisioning

    4-26 5ESS Provisioning Provisioning a 5ESS data link means establishing a database of ACD entities using switch indices obtained from the telco supplying ACD services (5ESS). Unlike the DMS-100 the 5ESS does not download an existing ACD queuing and routing structure for monitoring by the VU-ACD/100 system.

  • Page 147: Net-Vu

    4-27 4.3.3.2 Net-VU (APPLICABLE ONLY TO NET-VU VERSIONS PRIOR TO 2.0) An installer can configure a serial or LAN port for ACD MIS host interface with a Net-VU server. The serial port is limited to 9600 bps with no modem support. 5ESS Net-VU Web Server...

  • Page 148: Lan Connectivity

    4.4.1 LAN Media LAN cabling is the responsibility of the customer. Perimeter Technology does not supply or troubleshoot media components with the exception of NICs purchased from Perimeter Technology and installed in recommended server or remote terminal platforms.

  • Page 149: Network Interface Cards

    4-29 4.4.1.3 Network Interface Cards OEM diagnostic utilities are provided with most NICs. Run the diagnostic program on VU-ACD/100 clients to verify that the NIC is operating correctly, at least in internal loopback mode. Refer to the OEM User Guide supplied with the NIC for detailed information on diagnostic testing. NIC diagnostic utilities are not generally available for standalone use with the SCO OpenServer (UNIX) operating system.

  • Page 150: Client/Server Software

    4-30 4.4.2 Client/Server Software VU-ACD/100 LAN Connectivity is incorporated into the host and client applications. The Device Configuration screen supports adding LAN remote terminals and InterLink output ports. The Node Configuration option on the Maintenance Menu adds Net-VU and InterLink input ports. VU-ACD/100 For Windows software is a fully Windows 98/Me/NT/2000/XP compliant application that also establishes a host connection via Winsock TCP/IP.

  • Page 151: Bibliography

    4-31 4.4.4 Bibliography For additional information on troubleshooting TCP/IP networks refer to the following books: Comer, Douglas E. Internetworking With TCP/IP: Volume I – Principles, Protocols, And Architecture. Englewood Cliffs, NJ: Prentice Hall, Inc. 1995. ISBN 0-13-216987-8. Martin, James and Leben, Joe. TCP/IP Networking: Architecture, Administration, and Programming.

  • Page 153: Section 5: Configuration Changes

    ONFIGURATION HANGES Introduction This section briefly reviews the implications of changing the overall VU-ACD/100 system configuration. Two broad categories of change are explored – Nodes (DMS-100, 5ESS, Net-VU, InterLink) and ACD MIS devices. DMS-100 Related Changes made to the datafill in the DMS-100 may affect the information contained in the data stream going to the VU-ACD/100 ACD MIS.

  • Page 154: Directory Numbers

    PDN or SDN Group Name DN Type (Group Prefix) (DN Suffix) GROUP01 6035551111 6035551111 6035551111 6035551234 6035551111 6035551235 6035551111 6035551236 GROUP02 6035551112 6035551112 6035551112 6035551237 6035551112 6035551238 6035551112 6035551239 GROUP03 6035551222 6035551222 6035551222 6035552230 6035551222 6035552234 GROUP04 6035551226 6035551226 Specific PDN/PDN Directory or PDN/SDN Number...

  • Page 155: Agent Positions

    ACD MIS. – or – Administrator/distributor contacts Perimeter Technology Product Support and requests an upgrade in the software license to accommodate the additional agent positions. A Product Support technician can temporarily (5-day maximum) increase the recognized number of agent positions via dial-up modem pending receipt of a purchase order for the upgraded VU-ACD/100 license.

  • Page 156: Subgroups

    To avoid potential shut down of the ACD MIS always review the conse- quences of adding agent positions in the DMS-100 before making changes. If an upgraded VU-ACD/100 license is required, purchase and install the upgrade before adding the agent positions. The VU-ACD/100 system database stores agent data based on agent PIN (Personal Identification Number) rather than agent position number.

  • Page 157: Load Management

    All agent positions are recognized. Appropriate patches affecting ACD functions have been installed along with the BCS generic. A BCS upgrade to the DMS-100 is a major project that can seriously affect ACD services. Careful coordination with the switch center is required to minimize service disruptions and maintain MIS operation.

  • Page 158: Dms-100 To Call Center Network Configuration

    The following guidelines apply to Load Management use: Load Management is an effective means for managing switch configurations on an hourly, daily and weekly basis. However, its use requires an understanding of the DMS-100 switching environment, including datafilled queuing and routing configurations. Carefully analyze ACD MIS reports to plan and monitor the effects of Load Management changes.
  • Page 159 DMS-100 Incoming Calls Server ACD MIS Data Link Call Center ACD MIS Host Agent Telsets 5.2: DMS-100 T IGURE ENTER ONFIGURATION VU-ACD™/100 Maintenance Guide – Host/DOS Configuration Changes...

  • Page 160: Figure 5.3: Dms-100 To End Office To Call Center Configuration

    DMS-100 Incoming Calls Server ACD MIS Data Link Potential For Network Blocking End Office Incoming Calls ACD MIS Data Link Call Center ACD MIS Host Agent Telsets 5.3: DMS-100 T IGURE FFICE ENTER ONFIGURATION Configuration Changes VU-ACD™/100 Maintenance Guide – Host/DOS...

  • Page 161: Figure 5.4: Dms-100 To Auto Attendant To Call Center Configuration

    DMS-100 Incoming Calls Server Transfer Calls ACD MIS Data Link Auto Attendant Calls Offered Call Center ACD MIS Host Agent Telsets 5.4: DMS-100 T IGURE TTENDANT ENTER ONFIGURATION VU-ACD™/100 Maintenance Guide – Host/DOS Configuration Changes...

  • Page 162: 5Ess Related

    AIU database (TGID and ACD Group ID), switch-based indices from the telco and call handling scenarios from Call Center managers (MIS users). The Lucent Technologies 5ESS Call Center Survey available from Perimeter Technology is a useful tool for gathering and organizing needed information.

  • Page 163: Vectors

    5-11 Up to four RS-232 serial asynchronous MIS links can be connected to a single VU-ACD/100 host. The links form a redundant datacomm connection. Each MIS link requires a pair of modems capable of operating at 9600 bps over 4-wire leased lines. 5.2.2 Vectors A Vector offers great flexibility on how an incoming call can be handled.

  • Page 164: Recent Change/Verify

    5-12 5.2.3 Recent Change/Verify The Recent Change/Verify (RC/V) function is a Windows-based VU-ACD/100 program that simul- taneously requests changes to and verifies the 5ESS ACD environment (see Figure 5.5). RC/V is used after initial provisioning of the VU-ACD/100 local 5ESS database to maintain the ACD environment.

  • Page 165: Rc/V Messages

    5-13 5.2.3.1 RC/V Messages RC/V messages are requests to change the configuration in the 5ESS switch. They are originated at the RC/V screens in VU-ACD/100 For Windows. Each message is formatted and sent to the switch. When a response is received it is displayed on the RC/V screens. The 5ESS treats RC/V messages as low priority tasks with 6-second or longer delays required to receive and respond to each message.

  • Page 166: 5Ess Provisioning Database

    5-14 5.2.4 5ESS Provisioning Database The 5ESS Provisioning database must be updated whenever changes are made to switching resources. For example, the adding of a range of new Telephone Numbers (TNs), a Vector, Call Queue or Team requires using VU-ACD/100 For Windows RC/V to assign the new ACD entities to appropriate call handling tasks.

  • Page 167: Interlink Related

    5-15 InterLink Related VU-ACD/100 can be equipped with the InterLink option that allows a VU-ACD/100 host to output one or more switch data streams via TCP/IP or RS-232 connection for input to other VU-ACD/100 hosts. The ACD Group/Team data included within each data stream output is configurable by User Group. Combined with the MultiLink option, InterLink allows a VU-ACD/100 host to be configured with inter- faces to multiple Centrex ACD switches and/or Net-VU servers while outputting data streams to other VU-ACD/100 hosts.

  • Page 168: User Group Configuration

    5-16 To preserve time synchronization in an InterLink configuration the following rules should be observed: 1. If available, always reference to a DMS-100 on Node 0 or Node 1 of the primary host. 2. Timing synchronization is carried over InterLink Outputs – RS-232 or LAN – to secondary VU-ACD/100 hosts.

  • Page 169: Datacomm Connectivity

    (time delay) between receipt of switch event data to MIS data display on downstream host(s). Although theoretically possible, Perimeter Technology does not recommend creating InterLink outputs from one downstream host to another downstream host to further expand device support. Display latency of ACD event data increases as the number of processing points in a single chain (InterLink Input to InterLink Output) grows.

  • Page 170: Acd Mis Devices

    5-18 ACD MIS Devices A VU-ACD/100 system configuration may be readily expanded by adding peripheral devices such as remote terminals, printers, modems and external displays. System reconfiguration is a multistage process that requires: • Assigning a host datacomm port for the device •...

  • Page 171: Remote Terminal (Direct Connect)

    5-19 • Standalone Serial Printer (Direct Connect) Section 5.2.2.6 • Printer Modem (Dial-Up Serial Printer) Section 5.2.2.7 • Fax Modem Section 5.2.2.8 • Fax/Print Modem Section 5.2.2.9 • FMS Port Section 5.2.2.10 • Schedule Port Section 5.2.2.11 • InterLink Port Section 5.2.2.12 The Node datacomm devices, system printer and remote maintenance modem may only be reconfigured via the VU-ACD/100 Maintenance Menu.

  • Page 172: Remote Terminal (Dial-Up)

    5-20 5.5.2.2 Remote Terminal (Dial-Up) Step Description Reference Verify that the host is equipped with sufficient RAM to Host Installation Guide handle the additional remote terminal. Assign the serial port on the DigiBoard to which the dial-up Host Installation Guide modem will be connected.

  • Page 173: Remote Terminal (Lan)

    5-21 5.5.2.3 Remote Terminal (LAN) Step Description Reference Verify that the host is equipped with sufficient RAM to Host Installation Guide handle the additional remote terminal. Verify that SCO TCP/IP software has been configured on Host Installation Guide the VU-ACD/100 host. The host should be equipped with a Network Interface Card (NIC) and a security device programmed for one or more LAN Remote Terminals.

  • Page 174: Remote Terminal Printer (Local Printer)

    5-22 5.5.2.4 Remote Terminal Printer (Local Printer) Step Description Reference Preconfigure the printer and connect it via an IBM parallel Host Installation Guide printer cable to the parallel port of the remote terminal. Use the Device Configuration screen to assign a Remote System Administration Gd.

  • Page 175: Standalone Printer

    5-23 5.5.2.6 Standalone Printer (Direct Connect) Step Description Reference Assign the serial port on the DigiBoard to which the serial Host Installation Guide standalone printer will be connected. Complete and test a datacomm cable connection between the Host Installation Guide DigiBoard and the printer.

  • Page 176: Fax Modem

    5-24 5.5.2.8 Fax Modem (Send Output To Fax Machine) Step Description Reference Assign the serial port on the DigiBoard to which the fax Host Installation Guide modem will be connected. Preconfigure and install the fax modem at the host. Host Installation Guide OEM Modem User Gd.

  • Page 177: Fms Port

    Enhanced FMS port to be assigned. For additional information contact Perimeter Technology Product Support. Preconfigure and install the Force Management System host. FMS Documentation Set Install a serial datacomm connection between the...

  • Page 178: Interlink Port

    5-26 5.5.2.11 Schedule Port (continued) Step Description Reference Install the datacomm connection between the VU-ACD/100 FMS Documentation Set host and the FMS host, or between the VU-ACD/100 remote Host Installation Guide terminal and the FMS host. Use the VU-ACD/100 Device Configuration screen to System Administration Gd.

  • Page 179: Remove Device

    5-27 5.5.3 Remove Device Remove a peripheral device such as a remote terminal, printer, external display or modem involves more than simply disconnecting the device and removing it from the Device Configuration screen. VU-ACD/100 devices are integrated within the permissions structure. Users often create Report Groups targeted to print to specific printers and fax modems.

  • Page 180: Multilink - Add Nodes

    5-28 5.5.4 MultiLink – Add Nodes An VU-ACD/100 host equipped with MultiLink may be configured to support up to twenty data streams. Adding or removing a data link to a DMS-100, 5ESS or InterLink input usually requires upgrading the VU-ACD/100 security device and modifying node configurations. Step Description Reference...

  • Page 181: Acd Mis Updates & Upgrades

    Perimeter Technology continuously strives to improve the reliability and feature offerings of its VU-ACD/100 ACD MIS product. Product Support monitors each feature release by frequent customer contact. Perimeter Technology will attempt to correct as promptly as possible any failure of the product to function in conformance with published specifications.
  • Page 182 5-30 Release Notes are provided with each Feature Release. Always refer to the instal- lation procedure described in the Release Notes when installing the upgrade. The Release Notes also document the list of features and fixes contained in the release. Review the Release Notes for any impact which the upgrade will have on your system prior to initiating an upgrade.
  • Page 183 ROCESSES This appendix lists some of the VU-ACD/100 processes (executables) that appear in the System Process Log File and provides a brief description of each process. Interpreting the Log File requires an under- standing of UNIX process architecture. Process Description adhfed Schedule Port parser.
  • Page 184 Process Description rpgen Report generator program retrieves information from database and formats into a report. Starts report generation from the report queue. rsched Queues reports from the report scheduler. sdb_process System database program that generates the interval, daily and monthly data- base tables.
  • Page 185 NDEX 10BASE-T, 1-5, 4-28 MenuPort Interface 2-61 thru 2-66 10BASE2, 1-5, 4-28 Multi-Protocol Controller (MPC) 4-14 office parameters 4-9 5ESS Product Support 1-2 ACD topology 1-4 security device 5-3 AIU 4-3 shut down 2-4, 2-5 audit 2-87, 2-88, 4-26 Shutdown ACD MIS & UNIX 2-5, 2-6, 2-7 Call Center Survey 2-79 thru 2-83, 5-10 switch initialization 2-72 thru 2-75 Centrex ACD 1-1...
  • Page 186 Load Management macro executed 3-7 AIU 5-10 Buffer size – outgoing event data 4-10 BCS version 5-4 configuration changes 1-3 datafill 4-14 thru 4-22 Event Log 3-4 C/CON Concentrators 2-32 InterLink 5-17 C/X Cluster Controller System 2-32, 2-61 interruption alarm 3-5, 3-6 Cables 3-3 logs 2-20 Call Class 1-4, 5-10, 5-14...
  • Page 187 user password 2-36 Data Management Menu 3-9 DMS-100 overview 1-2 ACD MIS feature packages 4-23, 5-4 store/retrieve report files 3-10 agent positions 5-3 filesystem – root and /u 3-9 BCS 5-4, 5-5 Floppy disk 3-3 FMS – see Force Management System Centrex ACD 1-1 configuration changes 1-3, 5-1 thru 5-9 Force Management System (FMS) 5-25, 5-26, 5-27...
  • Page 188 Link modem 2-38, 2-39, 2-43, 2-44 printers 3-2 List Logged-In Users 2-89, 2-90 Request Switch Initialization 2-72, 2-73 List Of Contents On Tape 2-14 Reset All External Displays 2-70 Load Management software updates & upgrades 1-5 ACD Group pool/subpool relationship 5-1 system backup/restore 3-2 ACD MIS feature packages 5-4 system logs 2-17...
  • Page 189 time synchronization 5-15, 5-16 Password troubleshooting 4-4 create/change maint logon password 2-30 Multiport Serial I/O 2-61 thru 2-66 PAD configuration 2-36 Multistation Access Unit (MAU) 4-28 PC/8e, 2-32 Personal Identification Number (PIN) 5-4 PIN – see Personal Identification Number PING (TCP/IP) 4-29 Net-VU, 1-1 Pool name &...
  • Page 190 adding 5-19, 5-20 Small Computer Standard interface (SCSI) 2-48 thru 2-60 Basic FMS interface 5-25 Software dial-up modem 5-20 configuration changes 1-3 LAN connectivity 1-5, 4-5, 4-28, 5-21 Digi MenuPort Interface 2-61 local printer 5-22 feature version 5-29, 5-30 removing 5-27 host updates 2-71 TCP/IP 4-30 Install A Software Update 2-71...
  • Page 191 Event Log 2-21 thru 2-24 data link translations 4-14, 4-15 Link Log 2-20 DMS-100 4-4, 4-9 thru 4-25 overview 2-17 External displays 4-4, 4-5 System Printer Configuration 2-67, 2-68, 2-69 fault isolation 4-2 System Process Log 3-4 Fax 4-5 System Processes A-2 general procedures 3-8 LAN 4-5, 4-28 maintenance modem 4-7...

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