Page 1 297-2183-937 Nortel Contact Center Contact Center Manager Switch Guide for Communication Server 2x00/DMS Product release 6.0 Standard 4.06 August 2007...
Page 3 The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager is proprietary to Nortel. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel prior to such use.
Page 5: Table Of Contents
About Contact Center Manager Server and the CS 2x00/DMS switch ..15 Contact Center Manager components....... 17 New features for Communication Server 2x00/DMS switch Release 6.0 .
Page 6 Relationship of server configuration and CS 2x00/DMS switch datafill . . . 113 Contact Center Manager Server configuration Overview........... . 118 CDN configuration on the server .
Page 7 MLS-DMS ACD sample datafill ....... . . 208 Meridian SL-100 and LinkPlexer Global.ini sample datafill cross-reference219 CCMS and Meridian SL-100 sample datafill cross-reference ... 226 Glossary Index Contact Center Manager Switch Guide for Communication Server 2x00/DMS Contents...
Page 8 Contents Standard 4.06 viii Contact Center Manager...
Page 9: Getting Started
Getting started In this chapter New in this release Overview About Contact Center Manager Server and the CS 2x00/DMS switch Contact Center Manager components New features for Communication Server 2x00/DMS switch Release 6.0 How to use this guide Skills you need...
Page 10: New In This Release
Getting started New in this release The following sections detail what is new in the Nortel Contact Center Contact Center Manager Switch Guide for Communication Server 2x00/DMS (297- 2183-937) for release 4.06. “Features” on page 10 “Other changes” on page 12...
Page 11 Give IVR Give IVR is a script command that is now supported on a CS 2x00/DMS switch. To use Give IVR, you must configure resources in Contact Center Manager Server. For information about the Give IVR script command, see the Nortel...
Page 12: Other Changes
Walkaway configuration Walkaway is a feature available on the CS 2x00/DMS switch and is similar to the not ready reason code available on Contact Center Manager Server. For more information about configuring Walkaway, see “Walkaway feature” on page 77. Sample datafill cross-reference guide The section “Sample datafill cross-reference guide”...
Page 13 SCAI releases are compatible with Contact Center 6.0. Make Set Busy The section “Phoneset keys” on page 40 was updated to include information about the Make Set Busy key. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Getting started...
Page 14: Overview
Contact Center Manager works with other systems to ensure that calls entering your contact center successfully route to agents who are qualified to handle the calls. To enable the features of Contact Center Manager, you must configure the following systems:...
Page 15: About Contact Center Manager Server And The Cs 2X00/Dms Switch
DMS switch and Contact Center Manager Server. A Controlled Directory Number (CDN [Route Point]) is the initial point of entry for any call processed on the Contact Center Manager Server. A CDN serves as a holding place while information (for example, Calling Line Identification number [CLID]) is gathered from the call and treatments are applied to the call (for example, recorded announcements).
Page 16 CCT. For example, caller information is sent to the agent’s desktop as the call rings. If the CDN is not in the controlled state or Contact Center Manager Server does not respond in time, then Default Mode is in operation. The selection of an agent is defined by the ACD group parameters and the call queuing algorithm on the CS 2x00/DMS switch.
Page 17: Contact Center Manager Components
The Contact Center Manager Server includes the following components: Routed ELAN (Embedded Local Area Network) subnet—A dedicated Ethernet TCP/IP LAN that connects Contact Center Manager Server and other application servers with the CS 2x00/DMS switch. The ELAN subnet connects to the Nortel server subnet through only one router.
Page 18 The CS 2x00/DMS switch is the hardware and software component that provides telephony services. The CS 2x00/DMS switch sends and receives calls to and from Contact Center Manager Server. When a call arrives at the CS 2x00/ DMS switch, the switch notifies the server, which performs call processing and routing.
Page 19 Contact Center Manager Server. The rules for the EIU also apply to the Compact Call Agent Card. ICM is an interface between Contact Center Manager Server and the CS 2x00/ DMS switch. The ICM receives information from the CS 2x00/DMS switch and transmits it to Contact Center Manager Server.
Page 20 Windows Server 2003 (Standard Edition or Enterprise Edition). Windows Server 2003 runs Contact Center Manager Server application software. You can use Contact Center Manager Server to identify each agent’s unique abilities, or skillsets. All calls that arrive at the CS 2x00/DMS switch are routed to the agent with the appropriate skillset.
Page 21 You can install the Contact Center Manager Administration component on the same machine as the Contact Center Manager Server or on a separate networked computer. You can perform the following functions in Contact Center Manager Administration: Contact Center Management—Assign agents to supervisors and skillsets...
Page 22 ELAN subnet The embedded LAN (ELAN subnet) is a dedicated ethernet TCP/IP LAN that connects Contact Center Manager Server and the CS 2x00/DMS switch. The ELAN subnet must be a private isolated network that is dedicated to the CS 2x00/DMS switch and to the contact center. The ELAN has no physical or logical connection to the customer network to eliminate the potential impact of caller network traffic on call processing.
Page 23 DN. The following are examples of such solutions: An IVR system controls IVR voice ports and a Contact Center Manager Server that monitors IVR voice ports. A Contact Center Manager Server performs call queuing and routing with an IVR that controls the voice response system and a CCT server with Agent Desktop control soft phones and notification of incoming calls.
Page 24: New Features For Communication Server 2X00/Dms Switch Release 6.0
Landing Pad. When the call arrives on the Landing Pad at the target site, the Contact Center Manager Server maps the call to the original call ID at the source to determine to which agent to present the call.
Page 25 IVR support on Contact Center Manager Server When the script requests IVR, the call physically moves to the IVR system, but logically (on Contact Center Manager Server) it appears anchored at the CDN. Full configuration and reporting of script-driven IVR is available.
Page 26 To increase the number of agents that you can define on the CS 2x00/DMS switch above 9999, you must purchase the Software Optionality Code (SOC) for this feature. You can purchase in increments of 500 to a maximum 30 000 agents.
Page 27 Agents can use pre-existing four-digit logon IDs by dialing a leading zero. After you convert an ACD group to a five-digit logon ID, you cannot convert the group back to a four-digit logon ID. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Getting started...
Page 28 You can move an agent from one ACD group to another only if both groups use the same number of logon digits. To move an agent from one ACD group to another, the IDSIZE field value in the ACDGRP table for each group must match. Standard 4.06 Contact Center Manager...
Page 29: How To Use This Guide
August 2007 How to use this guide Use the Contact Center Manager Switch Guide for Communication Server 2x00/ DMS to configure a Communication Server 2x00/DMS switch. The following table describes where to find information about configuring, verifying configuration, and troubleshooting configuration problems for a CS 2x00/DMS switch.
Page 30: Skills You Need
This section describes the skills and knowledge you need to use this guide effectively. Nortel product knowledge Knowledge of, or experience with, the following Nortel products help when you configure the CS 2x00/DMS switch to communicate with the Contact Center Manager Server:...
Page 31: Related Documents
Required installation and server data Installation, upgrades, migration, and maintenance Contact Center Manager Switch Guide for Communication Server 2x00/DMS Contact Center Planning and Engineering Guide Nortel Contact Center Server and Operating System Requirements Guide Contact Center What’s New in Release 6.0...
Page 32 Installing and configuring the Ethernet Interface Unit Configuring RAN and music routes SNPINGCI utility Service Version Contact Center Manager Scripting Guide for Communication Server 2x00/DMS Contact Center Manager Database Integration User Guide Contact Center Manager Network Control Center Administrator’s Guide Contact Center Manager Administrator’s Guide...
Page 33 CS 2x00 switch, in a greenfield environment Media processing server (MPS) commands Contact Center Manager Switch Guide for Communication Server 2x00/DMS Media Server 2000 Series Basics Nortel Media Processing Server Series Command Reference Manual Getting started NTP number...
Page 34: How To Get Help
Latest software Latest documentation Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Technical Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products.
Page 35 Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.
Page 36 Getting started Standard 4.06 Contact Center Manager...
Page 37: Configuration Overview
C h a p t e r 2 Configuration Overview In this chapter Overview Support for CS 2x00/DMS switch features Preinstallation checklist Configuration tasks Contact Center Manager Switch Guide for Communication Server 2x00/DMS...
Page 38: Overview
Configuration Overview Overview This chapter provides a list of features on the CS 2x00/DMS switch that you can configure, a checklist of required components, and a list of CS 2x00/DMS switch configuration tasks. Standard 4.06 Contact Center Manager...
Page 39: Support For Cs 2X00/Dms Switch Features
Helmsman documentation. Controlled and default call routing If Contact Center Manager Server does not gain control of the calls after the CS 2x00/DMS switch forwards them, you can route the incoming calls to a default ACD group. For more information about controlled and default call routing, see “Configuring CDNs in controlled and default mode,”...
Page 40 An agent phoneset can contain multiple secondary DN keys. However, Contact Center Manager Server can monitor only one DN key on each phoneset. Therefore, Nortel recommends that you configure only one DN key on each agent phoneset. You must add the Extended Call Management (ECM) option against the secondary DN before Contact Center Manager Server can acquire the DN.
Page 41 An emergency message prints on the Maintenance TTY. Display Waiting Calls key Call queuing occurs on Contact Center Manager Server rather than on the CS 2x00/DMS switch. This means that the CS 2x00/DMS switch and ICM cannot provide meaningful call waiting statistics.
Page 42 LOB feature on the CS 2x00/DMS switch. To assign names to the activity codes (for example, sales or support) for reporting purposes, you must also define the activity codes in Contact Center Manager Administration. Agents can enter up to three LOB codes during a call.
Page 43 Enter more than three LOB codes. Send all entered codes to the host. Enter an LOB code after the caller hangs up. Enter an invalid LOB code. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Configuration Overview CS 2x00/DMS action Send the first LOB code to the host.
Page 44 The LOB key is disabled when an agent is in conference with another agent. Contact Center Manager Server does not monitor activity codes for DN calls. Variable Wrap feature You can use the Variable Wrap feature to stop the presentation of calls to an agent for a specific period of time after that agent releases a call.
Page 45 In the case of Contact Center Manager Server to the CS 2x00/ DMS, the continuity test interval is 60 seconds. In the case of LinkPlexer to the switch, you can configure the interval (default is 600 seconds).
Page 46 (AUDINTVL) so that the check is not performed more that once every 15 minutes. LINKSET SCAILINKS OPTIONS NORTEL TCP 47 104 99 88 N (ENHASSOC 100) (CONTAUD Y 15 5 10 N) $ Standard 4.06 Contact Center Manager...
Page 47: Preinstallation Checklist
The following checklist includes a list of required and optional components for the CS 2x00/DMS switch, the network and router system, and the Customer Premises Equipment (CPE). Nortel recommends that you complete the checklist before you configure the CS 2x00/DMS switch for Contact Center Manager Server. SL-100 or DMS components...
Page 48 SCAISSRV, and SCAIPROF tables on the CS 2x00/DMS switch. — LIUINV and IPNETWRK tables. You must datafill the IPROUTER, IPHOST, and IPTHRON tables on the CS 2x00/DMS switch. Standard 4.06 Done ❑ ❑ ❑ ❑ ❑ ❑ Contact Center Manager...
Page 49 10Base-T category 5 UTP cabling ISDN NT-1 adapter CPE components Component Contact Center Manager Server Contact Center Manager Switch Guide for Communication Server 2x00/DMS Required Optional Description Provide high link reliability and bandwidth by reducing packet collisions and retransmits. —...
Page 50: Configuration Tasks
(ICM) link, you must perform all tasks and record all required information described in the following list: Obtain an EIU Media Access Control (MAC) address from Nortel. You can request a MAC address by sending a request to Nortel at the following e-mail address: macadd@nortelnetworks.com Ensure that you enable the CS 2x00/DMS features for ACD routing and the ICM link (Software Option Control [SOC]).
Page 51 August 2007 If your installation of Contact Center Manager Server includes a router system and firewall, you must also perform these tasks: Install the network cable from the EIU to the router and firewall. Configure the CS 2x00/DMS-side router and firewall.
Page 52 OFCVAR Standard 4.06 Description Allocate resources for switch activities. Categorize ICM messages in groups (Nortel maintains this table). For ICM CCM010 (SCAI12), do not enable the Network_ICM_Active feature. This parameter contain the operating parameters that the operating company can change.
Page 53: Cs 2X00/Dms Switch Subsystem Configuration
C h a p t e r 3 CS 2x00/DMS switch subsystem configuration In this chapter Overview Section A: ICM link parameter configuration Section B: CS 2x00/DMS switch resource configuration Section C: Verification of the server configuration Contact Center Manager Switch Guide for Communication Server 2x00/DMS...
Page 54: Overview
CS 2x00/DMS switch subsystem configuration Overview This chapter provides procedures to configure the CS 2x00/DMS switch to work with Contact Center Manager Server. These procedures are based on the following assumptions: The CS 2x00/DMS switch runs software version CCM17/SCAI17 or later.
Page 55: Section A: Icm Link Parameter Configuration
Section A: ICM link parameter In this section Overview of configuring the server logon SCAICOMS configuration BGDATA configuration SCAIGRP configuration SCAISSRV configuration SCAIPROF configuration CUSTNTWK configuration Contact Center Manager Switch Guide for Communication Server 2x00/DMS CS 2x00/DMS switch subsystem configuration configuration...
Page 56: Overview Of Configuring The Server Logon
CS 2x00/DMS switch subsystem configuration Overview of configuring the server logon You must log on Contact Center Manager Server to the CS 2x00/DMS switch using an ICM linkset before Contact Center Manager Server can acquire CS 2x00/DMS switch resources and exchange messages. You can configure up to 96 linksets on each CS 2x00/DMS switch.
Page 57 SCAICOMS table, see “SCAICOMS configuration” on page 61. Remote host IP address—The remote host IP address that you enter must match the IP address of the Contact Center Manager Server on the ELAN. Configure the remote host IP address in the SCAICOMS table. For information about the remote host IP address and other parameters that you can configure in the SCAICOMS table, see “SCAICOMS configuration”...
Page 58 Configuring logon The following illustration displays the tables that you must update before you can log on Contact Center Manager Server to the CS 2x00/DMS switch. This illustration is an example; data varies depending on the specific conditions of your contact center.
Page 59 Customer group name BGDATA BGID LOCAL 5 (CUSTGRP Customer group ID SCAIGRP SCAIGNAM PASSWORD NETNODID BESTLOGIN1 BESTPWD Contact Center Manager Switch Guide for Communication Server 2x00/DMS CS 2x00/DMS switch subsystem configuration SCAIPROF PROFKEY PROFILE BESTAIRTOR1 (CTXEVENT13$) (ACDEVENT15$) (ROUTING15$)(TPCC15$)(RESOURCE11$)(TPAC13$) (CALLINIT07$)(SCAI3WC15$)(SCAIMWTI13$) (DNQUERY07$)(SCAICC09$)(TPQC11$)(ICCM13$)
Page 60 ACDGRP information, recorded announcements (RAN) and music routes, and thresholds routes. Print a hard copy of this information when you configure the CS 2x00/DMS switch to reference the information quickly if you intend to modify the configuration parameters later. Standard 4.06 Contact Center Manager...
Page 61: Scaicoms Configuration
Type add, and then press Enter. Result: The LINKSET prompt appears. For LINKSET, type a name for Contact Center Manager Server as it is known to the CS 2x00/DMS switch, and then press Enter. The LINKSET name creates a logical pathway to the server on the EIU.
Page 62: Bgdata Configuration
MBG features. Otherwise, type n. Type n, and then press Enter. Result: The NUMLINES prompt appears. Type 0 (zero), and then press Enter. Result: The INTRAGRP prompt appears. Type y, and then press Enter. Result: The LSCFN prompt appears. Standard 4.06 Contact Center Manager...
Page 63 Result: The utility prompts you to save the new business group ID. Type y, and then press Enter. To exit from the table, type quit, and then press Enter. Contact Center Manager Switch Guide for Communication Server 2x00/DMS CS 2x00/DMS switch subsystem configuration...
Page 64: Scaigrp Configuration
Result: The PASSWORD prompt appears. For more information, see “Switch Password” on page 115. Enter the password that Contact Center Manager Server uses to log on to the CS 2x00/DMS switch, and then press Enter. Result: The NETNODID prompt appears.
Page 65: Scaissrv Configuration
The CS 2x00/DMS switch provides these messages to Contact Center Manager Server. The following table is a sample configuration for the SCAISSRV table. Nortel recommends that you use the default configuration for Contact Center Manager Server.
Page 66 (NCTRLREL Y) (ADDPTY Y Y Y) (CONFPTY Y) (DROPPTY Y Y) (TRANPTY Y) (TOGGCALL Y) $ (HOLDCALL) (UNHOLDCALL) (CALLUNHELD Y N) (CALLHELD Y N) (ANSWCALL) (RELSCALL Y) $ (ROUTECALL Y) (GIVETRMT) (TRMTCOMP) $ (SETCDNST) (REASNAGT Y Y) $ Standard 4.06 Contact Center Manager...
Page 67 SCAISSVR SCAIPROF CPGEVENT15$ CPGEVENT (DIGCOLL Y Y Y Y Y Y Y Y Y) (BUSY Y Y Y Y Y Y Contact Center Manager Switch Guide for Communication Server 2x00/DMS CS 2x00/DMS switch subsystem configuration Y Y Y) (RINGBACK Y Y Y Y Y Y Y Y Y Y Y Y Y)
Page 68: Scaiprof Configuration
“Service ID” on page 115. Result: Respond to the prompts to create the group. The following prompts require special values for use with Contact Center Manager Server. Type the linkset name and the service ID as <linkset name> <service ID>, and then press Enter.
Page 69 Result: The utility prompts you to save the new configuration. Type y, and then press Enter. Type quit, and then press Enter to exit from the table. Contact Center Manager Switch Guide for Communication Server 2x00/DMS CS 2x00/DMS switch subsystem configuration...
Page 70: Custntwk Configuration
At the blank OPTIONS prompt, type ECM, and then press Enter. This option configures the network to receive SCAI messages from the CS 2x00/DMS switch. Type y, and then press Enter. Type quit, and then press Enter to exit from the table. Standard 4.06 Contact Center Manager...
Page 71: Section B: Cs 2X00/Dms Switch Resource Configuration
RAN and music route configuration ACD group configuration ACD subgroup configuration IVR voice ports DN configuration Landing Pad configuration Agent phoneset configuration Supervisor phoneset configuration Logon ID configuration Contact Center Manager Switch Guide for Communication Server 2x00/DMS CS 2x00/DMS switch subsystem configuration resource configuration...
Page 72: Overview Of Cs 2X00/Dms Switch Resource Configuration
Supervisor phonesets The resources that you configured on the CS 2x00/DMS switch must have matching data configured on the Contact Center Manager Server. If you edit the data on the Contact Center Manager Server, you must reconfigure the resource on the CS 2x00/DMS switch.
Page 73 Logon IDs are required only if the office parameters require them. To configure the server To configure Contact Center Manager Server to acquire and monitor CS 2x00/ DMS switch resources, you must perform these tasks in Contact Center Manager Administration: Task Configure and acquire CDNs.
Page 74 CS 2x00/DMS switch subsystem configuration Task Configure agents and supervisors. Contact Center Management For detailed instructions, see the Contact Center Manager Administration online Help. Where Contact Center Manager Standard 4.06...
Page 75: Ran And Music Route Configuration
If you use a GIVE RAN or GIVE MUSIC command in a script, you must include a parameter specified in the AUDIO table. For more information, see the Translations Guide. Contact Center Manager Switch Guide for Communication Server 2x00/DMS CS 2x00/DMS switch subsystem configuration...
Page 76: Acd Group Configuration
Do not configure the night-service option for your ACD groups. Instead, skillsets are automatically placed out of service when all agents log off or when the administrator uses Contact Center Manager Administration to assign an Out of Service mode to the skillset.
Page 77: Before You Begin
The walkaway feature on the CS 2x00/DMS switch is similar to the not ready reason code available on Contact Center Manager Server. To use Walkaway, you must configure it in an ACD group. Before you configure Walkaway on an ACD group, you must configure the SCAIPROF table to reference the required profiles in the SCAISSVR table.
Page 78 You must set this value to 6 seconds higher than the return to queue value of the call presentation class in Contact Center Manager Server. If the ACD ringing threshold value too closely matches the return to queue value of the call presentation class, when the ACD ringing threshold is reached, the switch logs off the agent and takes control of the call.
Page 79 To configure the walkaway feature: a. Type WALKAWAY, and then press Enter. Result: The ENHWAC option appears. b. Type y, and then press Enter. Result: The MISOPT prompt appears. Contact Center Manager Switch Guide for Communication Server 2x00/DMS CS 2x00/DMS switch subsystem configuration...
Page 80 Type FORCING, and then press Enter. Forcing is an option that is not datafilled unless you use it in the existing ACD groups. Result: The TONE_DEST prompt appears. The following tone destination options are available: Standard 4.06 Contact Center Manager...
Page 81 1 second after an active call is released. Result: The OPTION prompt appears. If you do not want Contact Center Manager Server to present calls to agents active on their secondary DN, type NRONSDN, and then press Enter.
Page 82 The following is an example of an ACD group configuration with default LOB, walkaway feature, and VRU group. TABLE: ACDGRP >add ACDNAME: >acd1g CUSTGRP: >lab1 ACDRNGTH: >60 TABNAME: >ofrt INDEX: >1 TABNAME: >ofrt INDEX: >1 PRIOPRO: >0 DBG: >n MAXCQSIZ: >511 MAXWAIT: >1800 ACDMIS: >y Standard 4.06 Contact Center Manager...
Page 83 FRCNGTSV: >n IDSIZE: >4 OPTION: >vrugrp OPTION: >$ Configuring ACD groups for the CDN Type table ACDGRP and then press Enter. Result: The > prompt appears. Contact Center Manager Switch Guide for Communication Server 2x00/DMS CS 2x00/DMS switch subsystem configuration...
Page 84 Type a value from 0 to 8192 (supported on CCM23) for the maximum call queue size, and then press Enter. Nortel recommends that you use a number at or near 511 for CDNs. For ACD groups, you can use a number based on the number of agents and the hold time you want.
Page 85 Type the name of the ACD group to which calls are sent when Contact Center Manager Server does not respond, and then press Enter. Result: The RESPTM prompt appears. Contact Center Manager Switch Guide for Communication Server 2x00/DMS CS 2x00/DMS switch subsystem configuration Do not set this value for the CDN.
Page 86 You must change the ACDGRP table to add the CDN option. You can use the CDN option to indicate a controlled DN that holds incoming calls routed by Contact Center Manager Server. Also, the default ACD group and the ICCM_RESP timer are suboptions of the CDN option.
Page 87 DISTRING OBSWTONE FRCNGTSV For a description of the table fields, see the DMS-100 Family Basic Translation Tools Guide. Contact Center Manager Switch Guide for Communication Server 2x00/DMS CS 2x00/DMS switch subsystem configuration Brief descriptions (default value for CDN ACDGRP) Customer group identifier for...
Page 88 CDN: ACDGRP option AUDIO NARS MAXCQLMT ACDPSAP SCAIREDIR OVFLINQ TMDELOFL ACDDISP MGTRPT ACDADMIN NRONSDN ACDCPK ORGANN FORCING VARWRAP TIMECXR NONIMCUT ACDXFER OBSREST Standard 4.06 Compatible with CDN (Y/N) N (compatible only for redirection) Contact Center Manager...
Page 89 You can also define the audio treatments that ACD groups use. The routes defined for an ACD group in the ACDRTE table do not apply for calls in the CDN. Contact Center Manager Switch Guide for Communication Server 2x00/DMS CS 2x00/DMS switch subsystem configuration Compatible with CDN (Y/N)
Page 90: Acd Subgroup Configuration
Result: The utility prompts you to save the new ACD subgroup. Type y, and then press Enter. Repeat steps 2 through 6 for each subgroup that you want to define. Type quit, and then press Enter to exit from the table. Standard 4.06 Contact Center Manager...
Page 91: Ivr Voice Ports
IVR voice ports You must configure each IVR voice port that Contact Center Manager Server acquires. Contact Center Manager Server must acquire IVR Voice Ports so that it monitor the status of each IVR voice port present calls to each IVR voice port The IVR voice ports are configured as their unique Position ID.
Page 92 Result: The NCOS prompt appears. Type a valid value for NCOS. Result: The SNPA prompt appears. Type a valid value for SNPA. Result: The KEY prompt appears. Type a valid value for KEY. Result: The RINGING prompt appears. Standard 4.06 Contact Center Manager...
Page 93 “Voice port configuration on the server” on page 133. The IVR Voice ports configured on the CS 2x00/DMS switch must have matching data configured in Contact Center Manager Administration. If, at any time, you edit any of the data in Contact Center Manager Administration, you must reconfigure the resource on the CS 2x00/DMS switch.
Page 94: Dn Configuration
Center Manager Server monitors. You must also configure any ACD-DNs and supplementary DNs that you use. If Contact Center Manager Server cannot handle calls, ACD-DNs provide a backup call distribution system to route calls. Supplementary DNs are usually used for 1-800 numbers.
Page 95 Type the DN for the ACD-DN or supplementary DN, and then press Enter. Result: The DN_SEL prompt appears. Type FEAT, and then press Enter. Result: The FEATURE prompt appears. Contact Center Manager Switch Guide for Communication Server 2x00/DMS CS 2x00/DMS switch subsystem configuration...
Page 96 You must configure supplementary DNs that are linked to a CDN as the DNIS Network CDN in Contact Center Manager Administration. Only one DNIS Network CDN for each Contact Center Manager Server node can exist. The CDN used for this DNIS network CDN must have only supplementary DNs that are to be used as DNIS Landing Pads linked to the CDN.
Page 97 To configure CDNs on Contact Center Manager Server The CDNs that you configure on the CS 2x00/DMS switch must have matching data configured on Contact Center Manager Server. If you edit the data on Contact Center Manager Server, you must reconfigure the resource on the CS 2x00/DMS switch.
Page 98: Landing Pad Configuration
Manager Administration. As with standard CDNs (Route Points), if you configure CDN Landing Pads on the CS 2x00/DMS switch, you must configure matching data in Contact Center Manager Administration. If you edit the data in Contact Center Manager Administration, you must reconfigure the resource on the CS 2x00/DMS switch and vice versa.
Page 99 CDNs (Route Points) window in the Configuration component of Contact Center Manager Administration. The call type is DNIS network. As with all CDNs (Route Points), if you edit the data in Contact Center Manager Administration, you must reconfigure the resource on the CS 2x00/DMS switch and vice versa.
Page 100: Agent Phoneset Configuration
CS 2x00/DMS switch subsystem configuration Agent phoneset configuration You must configure each phoneset that Contact Center Manager Server acquires. Contact Center Manager Server must acquire phonesets so that it can monitor the status of each phoneset present calls to each phoneset Phoneset keys Agents can log on to any phoneset providing that they enter a valid logon ID.
Page 101 If agents use this key, the agent status is incorrectly reported on the real-time displays. Voice Call Nortel recommends that you do not configure this key on the agent phoneset. If agents use this key, the agent status is incorrectly reported on the real-time displays.
Page 102 Type a valid value for KEY, and then press Enter. Result: The RINGING prompt appears. Type y, and then press Enter. Result: The LEN_OR_LTID prompt appears. Type a valid value for LEN_OR_LTID, and then press Enter. Result: The OPTKEY prompt appears. Standard 4.06 Contact Center Manager...
Page 103: Agent Phoneset Configuration On The Server
For agent phonesets configured on the CS 2x00/DMS switch, you must configure matching data in Contact Center Manager Administration. If, at any time, you edit any of the data in Contact Center Manager Administration, you must reconfigure the resource on the CS 2x00/DMS switch.
Page 104: Supervisor Phoneset Configuration
Type the DN for the In Calls key on the phoneset, and then press Enter. Continue to respond to the prompts to define the phoneset. Define the following options: Position ID Observation key (OBS) Answer Emergency key (AEMK) Standard 4.06 Contact Center Manager...
Page 105 131. For supervisor phonesets that you configure on the CS 2x00/DMS switch, you must configure matching data in Contact Center Manager Administration. If you edit the data in Contact Center Manager Administration, you must reconfigure the resource on the CS 2x00/DMS switch.
Page 106: Logon Id Configuration
You must configure the logon ID of each agent who logs on to a phoneset that is monitored by Contact Center Manager Server. If you add an agent in Contact Center Manager Administration, you must configure the matching agent logon parameters on the CS 2x00/DMS switch.
Page 107 Contact Center Manager Administration online Help. For agent phonesets that you configure on the CS 2x00/DMS switch, you must configure matching data in Contact Center Manager Administration. If you edit the data in Contact Center Manager Administration, you must reconfigure the resource on the CS 2x00/DMS switch.
Page 108 CS 2x00/DMS switch subsystem configuration Standard 4.06 Contact Center Manager...
Page 109: Section C: Verification Of The Server Configuration
Section C: Verification of the server In this section Overview of server configuration Verify the server configuration Relationship of server configuration and CS 2x00/DMS switch datafill Contact Center Manager Switch Guide for Communication Server 2x00/DMS CS 2x00/DMS switch subsystem configuration configuration...
Page 110: Overview Of Server Configuration
This section describes how to view the configuration from a client PC. You can also use the Feature Report utility on Contact Center Manager Server. For more information about this utility, see the Contact Center Manager Server Installation and Maintenance Guide.
Page 111: Verify The Server Configuration
Contact Center Manager Server. Checking the CS 2x00/DMS switch connection On Contact Center Manager Server, select Start > All Programs > Nortel Contact Center > Manager Server > Server Setup Configuration. Result: The Nortel Contact Center Management Server Setup Configuration Utility appears.
Page 112 CS 2x00/DMS switch. The following section shows the relationships between these fields and the tuples (parameters and values) in the CS 2x00/DMS tables. Click Cancel to close the Nortel Contact Center Management Server Setup Configuration Utility. Standard 4.06...
Page 113: Relationship Of Server Configuration And Cs 2X00/Dms Switch Datafill
CS 2x00 (DMS/SL100) Switch Information page. Contact Center Manager Server parameter Switch IP Address Network Node Business Group Linkset Name Switch Password Contact Center Manager Switch Guide for Communication Server 2x00/DMS CS 2x00/DMS switch subsystem configuration CS 2x00/DMS table IPNETWRK SCAIGRP SCAIGRP SCAIGRP SCAIGRP Data...
Page 114 Service Version To change the service ID or service version, use the Feature Report utility on Contact Center Manager Server. You must correctly set these fields to take advantage of the features of the operating system that you use. Contact Center Manager Server logon parameters The following are Contact Center Manager Server logon parameters.
Page 115 August 2007 If a customer has the Universal Networking feature enabled, then Nortel recommends that the customer use a different network node ID for each Contact Center Manager Server that connects to the CS 2x00/DMS switch. Business Group The business group uniquely identifies a Meridian Business Group (MBG) customer within a public network.
Page 116 SCAI17 CCM18 SCAI18 CCM19 SCAI19 Contact Center Manager Server supports a minimum of CCM17. The CS 2x00/ DMS switch releases must support the intended SCAI version. For more information, see the DMS Switching Evolution Transition Guide (50111.16). Succession Succession Enterprise...
Page 117: Contact Center Manager Server Configuration
Call Forcing configuration on the server Variable Wrap configuration on the server Global settings configuration on the server Give IVR configuration on the server Configure Return To Queue To define scripts Contact Center Manager Switch Guide for Communication Server 2x00/DMS...
Page 118: Overview
(if applicable) before acquiring them in Contact Center Manager Administration. For detailed information about how to configure CS 2x00/DMS switch resources for the application, see the Contact Center Manager Administration online Help. For detailed information about how to plan and write scripts, see the Contact Center Manager Scripting Guide for Communication Server 2x00/DMS.
Page 119: Cdn Configuration On The Server
Contact Center Manager Administration arrive. These CDNs must match those that you configured on the CS 2x00/DMS switch. For more information about referencing CDNs in scripts, see the Contact Center Manager Scripting Guide for Communication Server 2x00/DMS. Configuring and acquiring a CDN From the launchpad in Contact Center Manager Administration, select Configuration.
Page 120 Contact Center Manager Server configuration Click the CDNs (Route Points) folder. Result: The CDNs (Route Points) window appears. In the Name box, type the name of the CDN as you want it to appear in reports. In the Number box, type the CDN number. This number must match the number configured on the CS 2x00/DMS switch.
Page 121: Dnis Configuration On The Server
August 2007 DNIS configuration on the server For Contact Center Manager Server to report on calls to your primary and supplementary ACD-DNs, you must configure the ACD-DNs as DNISs on the server. Configuring a DNIS From the launchpad in Contact Center Manager Administration, select Configuration.
Page 122 Contact Center Manager Server configuration Select the DNISs folder. Result: The DNISs window appears. In Name box, type the name of the new DNIS as you want it to appear in reports. In the Number box, type the number assigned to the DNIS. This is the directory number at which the contact arrives at the switch.
Page 123: Landing Pad Configuration On The Server
To configure Landing Pads, you must have Universal Networking enabled on the server. Configuring a CDN Landing Pad From the launchpad in Contact Center Manager Administration, select Configuration. Result: The Configuration window appears. In the system tree, double-click the server on which you want to add the DNIS.
Page 124 Contact Center Manager Server configuration Select the Landing Pads tab. Result: The Landing Pads page appears. In the Name box, type the name of the CDN as you want it to appear in reports. In the Number box, type the CDN number. This number must match the number configured on the CS 2x00/DMS switch.
Page 125 August 2007 Configuring a DNIS Landing Pad From the launchpad in Contact Center Manager Administration, select Configuration. Result: The Configuration window appears. In the system tree, double-click the server on which you want to add the DNIS. Result: The server expands to reveal available resources.
Page 126 Contact Center Manager Server configuration Select the Landing Pads tab. Result: The Landing Pads page appears. In Name box, type the name of the new DNIS as you want it to appear in reports. In the Number box, type the number assigned to the DNIS. This is the directory number at which the contact arrives at the switch.
Page 127 August 2007 Configuring a DNIS network CDN From the launchpad in Contact Center Manager Administration, select Configuration. Result: The Configuration window appears. In the system tree, double-click the server on which you want to add the DNIS network CDN. Result: The server expands to reveal available resources.
Page 128 Contact Center Manager Server configuration Select the CDNs folder. Result: The CDNs window appears. In the Name box, type the name of the CDN (Route Point) as you want it to appear in reports. In the Number box, type the CDN (Route Point) number. This number must match the number configured on the switch.
Page 129: Ivr Acd-Dn Configuration On The Server
(an ACD-DN behind which the voice ports are defined) by Contact Center Manager Administration. Configuring and acquiring an IVR ACD-DN From the launchpad in Contact Center Manager Administration, select Configuration. In the system tree, double-click the server on which you want to add the IVR ACD-DN.
Page 130 Contact Center Manager Server configuration From the Threshold Class list, select the threshold class for the IVR ACD- Click any other row of the table. Result: The system adds the IVR ACD-DN, and Not Acquired appears in the Status column.
Page 131: Agent Phoneset Configuration On The Server
Configure and acquire phonesets (position IDs) for all agents and supervisors. The position ID can be 4 or 5 digits. Configuring and acquiring a phoneset From the launchpad in Contact Center Manager Administration, select Configuration. In the system tree, double-click the server on which you want to add the phone.
Page 132 Contact Center Manager Server configuration Click any other row of the table. Result: The system adds the phone, and Not Acquired appears in the Status column. Select the Acquired? check box in the row that contains the new phone. Click any other row in the table to acquire the phone.
Page 133: Voice Port Configuration On The Server
Configure and acquire the voice ports and channel numbers used by Contact Center Manager Administration. Adding a phone as a voice port From the launchpad in Contact Center Manager Administration, select Configuration. In the system tree, double-click the server on which you want to add the voice port.
Page 134 Contact Center Manager Server configuration In the Address box, type the address (position ID) of the voice port on the telephony server. Click any other row of the table. Result: The system adds the voice port, and Not Acquired appears in the Status column.
Page 135: Call Forcing Configuration On The Server
Configuring Call Forcing Use the following procedure to enable Call Forcing for a call presentation class. From the launchpad in Contact Center Manager Administration, select Configuration. In the system tree, double-click the server on which you want to enable or disable call forcing.
Page 136: Variable Wrap Configuration On The Server
Use the Call Presentation Classes window on Contact Center Administration to configure options for Variable Wrap. Configuring Variable Wrap From the launchpad in Contact Center Manager Administration, select Configuration. In the system tree, double-click the server on which you want to configure Variable Wrap.
Page 137: Global Settings Configuration On The Server
August 2007 Global settings configuration on the server You must configure the following items in the Contact Center Manager Administration Global Settings window: agent order preference default music/RAN route caller enter data delimiter Configuring the global settings From the launchpad in Contact Center Manager Administration, select Configuration.
Page 138 Contact Center Manager Server configuration From the Agent Order Preference list, choose how to present calls to agents based on their idle time. Valid values are as follows: Longest total time in idle state since login—Choose this option if you...
Page 139: Give Ivr Configuration On The Server
Manager Administration, see the Contact Center Manager Administration online Help. Contact Center Manager Server determines the status of the IVR agents when it polls the agent positions, using the CompuCALL/ICM feature dv-Appl-Stat- Qry. Currently, Contact Center Manager Server does not check whether agents are actually logged on to the IVR ACD queue before using it.
Page 140 HNPACONT. The value of the switch SNPA is indicated by running a query on a DN associated with an agent configured on the switch and used by Contact Center Manager Server. For example, QDN 6841003 returns the information associated with the agent DN 6841003.
Page 141 Result: The Command Prompt window appears. At the prompt, type regedit and press Enter. Result: The Registry Editor window appears. Go to My Computer > HKEY_LOCAL_MACHINE > Software > Nortel > ICCM > NITSM_service. From the menu, select Edit > New > DWORD value.
Page 142 Click OK. This SNPA information is automatically prefixed to the 7 digit IVR ACD-DN, creating a 10-digit IVR ACD-DN that can be acquired on the switch. Contact Center Manager Server does this prefixing automatically. From the menu, select Edit > New > DWORD value.
Page 143: Configure Return To Queue
Configure Return To Queue Introduction If Contact Center Manager Server with a CS 2x00/DMS switch is configured with the Walkaway Reason Code feature, then you must configure the Walkaway Reason to appear whenever an agent is put into Not Ready State. If this...
Page 144: To Define Scripts
Master Script and any secondary scripts. Information about the voice-processing treatment that a call receives by Contact Center Manager Server is pegged in the database. You can use the pegged information to run reports showing details about voice processing and its effects in your contact center.
Page 145 August 2007 Routes To use Give Music or Give RAN commands in the Contact Center Manager Server script, you must reference a RAN or music route. You need not acquire music or RAN routes. Contact Center Manager Switch Guide for Communication Server 2x00/DMS...
Page 146 Contact Center Manager Server configuration Standard 4.06 Contact Center Manager...
Page 147: To Verify The Configuration
Verify agent configurations Verify CDN (Route Point) configurations Verify RAN and music route configurations Verify DNIS configurations Verify CDN Landing Pad configurations Verify DNIS Landing Pad and DNIS Network CDN configurations Contact Center Manager Switch Guide for Communication Server 2x00/DMS...
Page 148: Overview
This section describes how to verify that the CS 2x00/DMS switch is set up correctly. Before you continue, verify that the administrator configured Contact Center Manager Server as described in the Contact Center Manager Server Installation and Maintenance Guide. Verifying the configuration You must verify that you correctly configured the CS 2x00/DMS switch.
Page 149: Verify That The Server Can Log On To The Cs 2X00/Dms Switch
Verify that the server can log on to the CS 2x00/DMS switch Contact Center Manager Server attempts to log on to the CS 2x00/DMS switch at startup and, if the link goes down, whenever the link becomes available. For Contact Center Manager Server to log on, complete the following: Configure the ICM link between the CS 2x00/DMS switch and Contact Center Manager Server.
Page 150 To verify the configuration Type route add -p cmipaddr route where cmipaddr is the actual IP address of Contact Center Manager Server, and route is the IP address of the nearest router or ICM link on the Ethernet Interface Unit (EIU).
Page 151: Verify Acd Groups And Subgroups
(0). The Not Ready on Secondary DN (NROSDN) option is enabled. Use this option if you do not want Contact Center Manager Server to present calls to agents who are active on their secondary DN.
Page 152: Verify Phoneset Configurations
To use the LOB (activity) code feature, the phoneset has an LOB key. To distinguish between conferences and transfers, the phoneset has Three- Way Conference and Fast Transfer keys. The ECM option is set on the secondary DN. Standard 4.06 Contact Center Manager...
Page 153 The phoneset type is MDC. The phoneset has an Emergency key. The phoneset has no Night Service key. Only agent phonesets can have this key configured. Contact Center Manager Switch Guide for Communication Server 2x00/DMS To verify the configuration...
Page 154: Verify Agent Configurations
Before you begin Ensure that the phoneset is acquired on Contact Center Manager Server. On a client workstation, open an agent real-time display window. Verifying that an agent can log on to a phoneset At a phoneset configured as an agent set, pick up the handset.
Page 155: Verify Cdn (Route Point) Configurations
August 2007 Verify CDN (Route Point) configurations If you correctly configure a CDN (Route Point), Contact Center Manager Server can acquire the CDN (Route Point), and calls to that CDN (Route Point) are routed correctly. Before you begin Before you perform this procedure, complete the following tasks: Define two CDNs (Route Points).
Page 156 LOG “did not arrive at either CDN” QUIT Verifying CDN (Route Point) configurations Log on to Contact Center Manager Administration. On the launchpad, click Configuration. Result: The Configuration window appears. In the system tree, double-click the server on which you want to verify the CDN (Route Point).
Page 157: Verify Ran And Music Route Configurations
CS 2x00/DMS switch and in Contact Center Manager Administration. Define two RAN routes. Ensure that you correctly configure the routes on the CS 2x00/DMS switch and in Contact Center Manager Administration. For information about defining RAN routes, see the Contact Center Manager Administration online Help.
Page 158 To verify the configuration Verifying music and RAN route configurations Place a call to the CDN for which you configured a RAN or a music treatment. Result: The call receives the correct treatment. Standard 4.06 Contact Center Manager...
Page 159: Verify Dnis Configurations
Before Contact Center Manager Server can monitor dialed numbers (primary and supplementary ACD-DNs), you must configure the dialed numbers on the CS 2x00/DMS switch and define them as DNISs on the Contact Center Manager Server. If you correctly configure DNISs, calls to DNISs receive the correct treatment.
Page 160 To verify the configuration WAIT 2 LOG “using DNIS” QUIT END IF WAIT 5 LOG “did not have DNIS” QUIT Verifying DNIS configurations Place a call to the DNIS. Result: The call queues to the correct skillset. Standard 4.06 Contact Center Manager...
Page 161: Verify Cdn Landing Pad Configurations
August 2007 Verify CDN Landing Pad configurations If you correctly configured a CDN Landing Pad, Contact Center Manager Server can acquire the CDN and a Universal Networking call can successfully be routed to the Contact Center Manager Server. Before you begin Before you perform this procedure, complete these tasks: Verify that two Contact Center Manager Servers are available;...
Page 162 On the target node, perform the following steps: Define a CDN Landing Pad. Ensure that you correctly configure it on the CS 2x00/DMS switch and in Contact Center Manager Administration. Define an agent. Ensure that you correctly configure the agent on the CS 2x00/DMS switch and in Contact Center Manager Administration.
Page 163 On the target node, log the agent on to a phoneset. On the source node, make a call to the configured CDN. Result: The call is routed to the agent on the target node. Contact Center Manager Switch Guide for Communication Server 2x00/DMS To verify the configuration...
Page 164: Verify Dnis Landing Pad And Dnis Network Cdn Configurations
Verify DNIS Landing Pad and DNIS Network CDN configurations If you correctly configure a DNIS Network CDN and a DNIS Landing Pad, Contact Center Manager Server can acquire the DNIS Network CDN and a Universal Networking call can successfully route to that Contact Center Manager Server.
Page 165 Manager Administration. Define an agent. Ensure that you correctly configure the agent on the CS 2x00/DMS switch and in Contact Center Manager Administration. On the Network Control Center, perform the following steps: Define a network skillset in Contact Center Manager Administration.
Page 166 To verify the configuration Verifying DNIS Landing Pad configuration Log on to Contact Center Manager Administration. From the launchpad, select Configuration. Result: The Configuration window appears. From the system tree, select the server on which you want to verify the DNIS Landing Pad.
Page 167: Voice-Processing Subsystem Configuration
C h a p t e r 6 Voice-processing subsystem configuration In this chapter Overview Voice processing MPS-MG 3200 Configuration Third-party voice-processing systems Contact Center Manager Switch Guide for Communication Server 2x00/DMS...
Page 168: Overview
Voice-processing subsystem configuration Overview This chapter provides information about how to set up and configure Contact Center Manager Server voice processing so that calls receive the appropriate treatments. Standard 4.06 Contact Center Manager...
Page 169: Voice Processing
Script commands—Calls terminate on Controlled Directory Numbers (CDN [Route Points]) and enter the Contact Center Manager Server script. Script statements can direct a call to connect to a voice port or to recorded announcements (RAN) trunk so that voice-processing interaction can take place.
Page 170 You can use MPS with the Give IVR command to listen to recorded messages or interact. To use the Give IVR voice-processing command, Contact Center Manager Server must acquire an IVR ACD-DN and a voice port position ID. The MPS must have dedicated voice processing ports assigned to CCMS.
Page 171: Mps-Mg 3200 Configuration
Digital Signal Processors (DSP) You can later use the MPS Configurator to identify and manage the Multimedia Format Files (MMF) to load at boot time. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Voice-processing subsystem configuration...
Page 172 Lineside T1 CAS protocol. MG 3200 Configuration Roadmap To configure the MG 3200, perform the following procedures in the order given: Nortel server subnet H.248 Control CS 2100 MG 3200 Standard 4.06 Agent Desktop Display Pure IP IP Agents Contact Center Manager...
Page 173 Open a standard Web-browsing application, such as Microsoft Internet Explorer (Version 6.0 or later) or Netscape Navigator (Version 7.0 or later). The browser must be JavaScript enabled. If JavaScript is disabled, a notification message appears. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Voice-processing subsystem configuration...
Page 174 In the User Name box, type the user name. The default user name is Admin. In the Password box, type the password. The default password is Admin. The User Name and Password fields are case-sensitive. Standard 4.06 Contact Center Manager...
Page 175 Software Update—Load new software or configuration files onto the device. Save Configuration—Save configuration changes to the nonvolatile (flash) memory. Reset—Remotely reset the device. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Voice-processing subsystem configuration...
Page 176 On the toolbar, click Software Upgrade Wizard. Result: The Start Software Upgrade dialog box appears. At this point you can click Cancel to stop the software upgrade process with no consequence to the MG 3200. If you continue with the software upgrade process by clicking Start Software Upgrade, you must complete the process and reset the MG 3200.
Page 177 Web application is unavailable. After the software upgrade process is complete, access to the full Web application is restored. Click Browse, and navigate to the .cmp file. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Voice-processing subsystem configuration...
Page 178 Voice-processing subsystem configuration Select the .cmp file and click Send File. Result: After you load the .cmp file to the MG 3200, the following window appears notifying you that the .cmp file successfully loaded. Standard 4.06 Contact Center Manager...
Page 179 Result: The Use existing configuration check box is cleared. Select the .ini file. Click Send File. Result: The .ini file loads to the MG 3200. A window appears notifying you that the ini file successfully loaded. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Voice-processing subsystem configuration...
Page 180 Any system parameter not included in the file assumes the default setting for the .cmp file loaded on the system. The Nortel MG 3200 SN09 installation CD contains the default .ini file for the gateway in the SN09 Nortel solution.
Page 181 The following list contains the .ini file parameters. These parameters control the CAS files that you can upload to the MG 3200. The following files are available for protocol type: T1_CAS = 2 Contact Center Manager Switch Guide for Communication Server 2x00/DMS Voice-processing subsystem configuration...
Page 182 String parameters representing file names, for example, CallProgressTonesFileName, must be placed between two single quotes ('…'). The parameter name is case-insensitive and the parameter value is not case- insensitive except for code names. Numeric parameter values are decimal format only. Standard 4.06 Contact Center Manager...
Page 183 Verify that the .ini file name extension is xxx.ini and not xxx.ini.ini or xxx~.ini. You are now ready to load the .ini file to the MG 3200 using the Advanced Configuration module of the Embedded Web Server. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Voice-processing subsystem configuration...
Page 184 Result: After the you load the .ini file to the MG 3200, the MG 3200 resets with the new .ini file parameters. In the End Process window, click End Process. Result: The Quick Setup screen appears and the full Web application is reactivated. Standard 4.06 Contact Center Manager...
Page 185 You can use the trunk settings to set up the trunks or to confirm the settings downloaded using TFTP/BootP. Use the following procedures to set up the trunks for the T1 Lineside CAS protocol. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Voice-processing subsystem configuration...
Page 186 On the toolbar, click Trunk Settings. Result: The Trunk Settings window appears. Initially, the parameter fields appear dimmed (indicating read-only). To configure parameters for a specific trunk or to change any parameter, you must first select a trunk. Standard 4.06 Contact Center Manager...
Page 187 MPS requires CAS protocol. You must stop a trunk before you can modify it. To modify all trunks at the same time, you must stop all trunks to have a modify-all-trunks option. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Voice-processing subsystem configuration Status...
Page 188 Apply Trunk Settings Apply to all Trunks When at least one trunk is active, only the Apply Trunk Settings button appears. From the Protocol Type list, select T1 CAS. From the Line Code list, select B8ZS. Standard 4.06 Contact Center Manager...
Page 189 Configuration on the main menu. Result: The Save Configuration to the Flash Memory window appears. Click Save Configuration. Result: A confirmation message appears when the save is complete. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Voice-processing subsystem configuration μ -Law (MuLaw).
Page 190 On the toolbar, select TDM Bus Settings. Result: The TDM Bus Settings window appears. From the TDM Bus Clock Source list, select Network. Click Submit. Click Save Configuration. When the save is complete, click Reset. Standard 4.06 Contact Center Manager...
Page 191 PARAM TIM_param_6 = 200! Auto Connect Time ! PARAM TIM_param_9 = 1 PARAM TIM_param_10 = 1 ! GroundStart = 1; Loopstart = 0; Default 0 ! Contact Center Manager Switch Guide for Communication Server 2x00/DMS Voice-processing subsystem configuration = linesideT1 = t1_sf_cas.cdf = linesideT1.bin...
Page 192 (TMS). Physical devices, such as phone lines and DSPs, are identified by chassis, TMS slot, card, and device number (for example, span and DSP). = linesideT1 = t1_esf_cas.cdf = linesideT1.bin = lineNOANSWER = TRUE = "CPD" = "DTMF" = "TGEN" = 32 Standard 4.06 Contact Center Manager...
Page 193 Logical instances are lines on a span or resource classes that are on a DSP. Manufacturing information for the TMS and cards installed (revision level, serial number, and date) is also provided. Certified Nortel support personnel can use this data to troubleshoot or resolve compatibility issues.
Page 194 Serial Number: Manufacture Date: Card Revision: Revision Date: Number of Devs: Package Time Segs: DevNum DevType StartInst For more information about MPS commands, see the Nortel Media Processing Server Series Command Reference Manual (N0016982). 10640 03/30/2001 503647401C_.503643601B_ 04/08/2003 State ClassName LINESIDET1 LINESIDET1 Standard 4.06...
Page 195: Third-Party Voice-Processing Systems
Contact Center Manager Server CDN at the end of the IVR session (front-end IVR). If a Contact Center Manager Server script controls the call, the call can be sent to the IVR system by using the Route Call script command.
Page 196 Voice-processing subsystem configuration Standard 4.06 Contact Center Manager...
Page 197: Troubleshooting
C h a p t e r 7 Troubleshooting In this chapter Overview Subsystem link problems Resource configuration problems Contact Center Manager Switch Guide for Communication Server 2x00/DMS...
Page 198: Overview
Troubleshooting Overview This section describes problems that can occur, possible causes, and recommended solutions. Standard 4.06 Contact Center Manager...
Page 199: Subsystem Link Problems
CUSTNTWK table. The ELAN is correctly installed and configured. To check the ELAN, use the ping and tracert utilities on Contact Center Manager Server and the SNPINGCI utility on the CS 2x00/DMS switch. For more information about the ping and tracert utilities, see the Contact Center Manager Server Installation and Maintenance Guide.
Page 200 Troubleshooting The client cannot log on to Contact Center Manager Server The client cannot log on to Contact Center Manager Server if the Contact Center Manager Server components are down, if the customer LAN is not available, or if the customer LAN is incorrectly configured. Ensure that the following conditions are met: The server components are up.
Page 201 DMS switch with a service version higher than that supported by the application. LinkPlexer + LP010202G002 enforces logon parameter validation to ensure that application logon parameters always match the parameters used by LinkPlexer to connect to the CS 2x00/DMS switch. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Troubleshooting...
Page 202: Resource Configuration Problems
See also “The server does not receive information from the switch” on page 199. The server does not monitor activity on a secondary DN Contact Center Manager Server can monitor activity on only one secondary DN. Configure the secondary DN on Contact Center Manager Server. Ensure that the following conditions are met: Standard 4.06...
Page 203 (This is optional depending on the parameters set up on the CS 2x00/DMS switch.) The agent or supervisor is configured correctly in Contact Center Manager Administration. The agent logon ID is a valid ID and matches the agent’s ID in the ACDLOGIN table.
Page 204 Agents receive calls when they are busy on the secondary DN Contact Center Manager Server monitors agent Not Ready on secondary DN status only for outbound calls. Configure the secondary DN on the Contact Center Manager Server.
Page 205 TPCC15$ tuple and the SCAICC09$ tuple. DNIS routing and transferred calls If you use DNIS routing in Contact Center Manager Server, it is important that you understand the algorithm used to select the DNIS value. In particular, the DNIS value of transferred calls might not be the same as that of the original call.
Page 206 A call is considered transferred if it has a callType of callTransferred, callConference, or callConsult. The algorithm for transferred calls uses the acdDN, if it is present; otherwise, it uses the acdGroup. Standard 4.06 Contact Center Manager...
Page 207: Sample Datafill Cross-Reference Guide
A p p e n d i x A Sample datafill cross-reference guide In this appendix MLS-DMS ACD sample datafill Meridian SL-100 and LinkPlexer Global.ini sample datafill cross-reference 219 CCMS and Meridian SL-100 sample datafill cross-reference Contact Center Manager Switch Guide for Communication Server 2x00/DMS...
Page 208: Mls-Dms Acd Sample Datafill
In the SCAICOMS table, the ENHASSOC 100 option refers to the CDN expansion from the basic 20 CDN association to an ACD group to the 100 CDN per ACD group, as available from ICM release CCM13 or DMS/MSL load SN/ MSL 15. Standard 4.06 Contact Center Manager...
Page 209 Field name LINKSET LNKSEL IP_ADDR MULTIMSG OPTION SCAIPROF table Field PROFKEY Contact Center Manager Switch Guide for Communication Server 2x00/DMS Sample datafill cross-reference guide Field value LAB2 PRIVATE $ (CLID OFFNET) (ECM) $ Field value LAB2LNK1 172 18 11 18...
Page 210 Sample datafill cross-reference guide Field PROFILE Value (CTXEVENT13$) (ACDEVENT15) (ROUTING15$) (TPCC15$) (RESOURCE11$) (TPAC13) (CALLINIT07$) (SCAI3WC15$) (SCAIMWTI13$) (DNQUERY07$) (SCAICC09$) (TPQC11$) (ICCM13$) (CPGEVENT15$) $ Contact Center Manager Standard 4.06...
Page 211 Field name ACDNAME CUSTGRP ACDRNGTH TABNAME INDEX TABNAME INDEX Contact Center Manager Switch Guide for Communication Server 2x00/DMS Sample datafill cross-reference guide Field value LOCAL 2 (CUSTGRP LAB2 N 8 Y 0 0) $ Field value LAB2 ABC234 LOCAL 2...
Page 212 4 or 5 (This value refers to the Agent logon ID length. If you set IDSIZE to 4, you can later change IDSIZE to 5. If you set IDSIZE to 5, you cannot later change IDSIZE to 4.) Contact Center Manager Standard 4.06...
Page 213 >qlen 6821300 Configuration item TYPE SNPA DIRECTORY NUMBER LINE CLASS CODE Contact Center Manager Switch Guide for Communication Server 2x00/DMS Sample datafill cross-reference guide Field value (WALKAWAY Y) $ N NONE Y N 4 (ACDDISP 10) (TMDELOFL 0 ALLPRIO) (OVFLINQ P0FIRST 1 Y 1)
Page 214 PADGRP PM NODE NUMBER PM TERMINAL NUMBER OPTIONS: ACD 9726821000 INCALLS ACD2A 1 Y 02000 DN 9726821300 Value LAB2 INCALLS ACD2A 02000 6X21AC PONS ACDNR CLI CXR CTALL N STD EMK Y ACD2A 1 LOB Contact Center Manager Standard 4.06...
Page 215 Configuration setting TYPE SNPA DIRECTORY NUMBER LINE CLASS CODE CUSTGRP ACDKEY Contact Center Manager Switch Guide for Communication Server 2x00/DMS Sample datafill cross-reference guide ACD2A 1 Value HOST 01 1 11 00 SINGLE PARTY LINE 6901000 (NON-UNIQUE) M2616 WITH DISPLAY AND...
Page 216 ACD 9726901000 INCALLS ACDBOHEMIAA 1 Y 01200 DN 9726901300 Feature ACDNR MSB $ ECM Y Y Y N Y Y Y N CXR CTALL N STD FXR Y 12 Value 8D02EA DONS ACDNR CXR CTALL N STD Contact Center Manager Standard 4.06...
Page 217 LINE CLASS CODE CUSTGRP SUBGRP NCOS RING ACDKEY CARDCODE PADGRP PM NODE NUMBER Contact Center Manager Switch Guide for Communication Server 2x00/DMS Sample datafill cross-reference guide Value HOST 01 0 02 16 SINGLE PARTY LINE 6941000 (NON-UNIQUE) M3904 WITH HANDSFREE LAB13 INCALLS...
Page 218 MSB $ ECM Y Y Y N Y Y Y Y 1 EMK Y CXR CTALL N STD Value ACDNR EMK Y ACD13A 1 LOB CXR CTALL N STD 9726941000 INCALLS ACD13A 9726941300 ACD13A 1 Standard 4.06 Contact Center Manager...
Page 219: Meridian Sl-100 And Linkplexer Global.ini Sample Datafill Cross-Reference
August 2007 Meridian SL-100 and LinkPlexer Global.ini sample datafill cross-reference The Contact Center Manager Server parameters use the same information as the LinkPlexer. Use the same table datafill to populate MSL-DMS parameters. Contact Center Manager Switch Guide for Communication Server 2x00/DMS...
Page 220 To view, see the “SCAICOMS table” on page 222. — — — Table: IPNETWRK Field: CMIPADDR To view, see the “IPNETWRK table” on page 222. — Table: SCAIGRP Field: NETNODEID To view, see the “SCAIGRP table” on page 224. Contact Center Manager Standard 4.06...
Page 221 ServiceID=1 ServiceVersion=17 Currently 17 is the only version supported BusinessGroupID=2 Password=9999 TCPLinksetName=SCCSLINK Contact Center Manager Switch Guide for Communication Server 2x00/DMS Sample datafill cross-reference guide Source Table: SCAIPROF Field: PROFKEY (0 to 255) To view, see the “SCAIPROF table” on page 224.
Page 222 This value is the switch customer number. (CLID OFFNET) (ECM) (RNID OFFNET) You must have ECM to bring the link Field value 192 168 0 9 This value equals 255.255.255.248. (EIU_INTERFACE EIU 0) (DFLT_INTERFACE Y) (SCRNFLAG N)$ Field value SCCSLINK Contact Center Manager Standard 4.06...
Page 223 August 2007 Field name SCAILNKS OPTIONS Contact Center Manager Switch Guide for Communication Server 2x00/DMS Sample datafill cross-reference guide Field value TCP 192 168 0 11 N This is the ELAN NIC IP address on the LINKPLEXER (ENHASSOC 100)$...
Page 224 This value corresponds to the SCAIGRP table. (CUSTGRP NTI_RICH N 9126 N 0 Field value COMPUCALL 9999 LOCAL 2 This value corresponds to the BGDATA table. (LINKSET (SCCSLINK) $)$ Field value SCCSLINK 1 This corresponds to Service ID. Contact Center Manager Standard 4.06...
Page 225 August 2007 Field name PROFILE Contact Center Manager Switch Guide for Communication Server 2x00/DMS Sample datafill cross-reference guide Field value CTXEVENT13$) (ACDEVENT12$) (ROUTING35$) (TPCC14$) (RESOURCE11$) (TPAC12$) (CALLINIT07$) (SCAI3WC14$) (SCAIMWTI13$) (DNQUERY07$) (SCAICC08$) (TPQC10$) (ICCM13$) (CPGEVENT14$) $...
Page 226: Ccms And Meridian Sl-100 Sample Datafill Cross-Reference
LinkPlexer software has a Global.ini file that uses the same information as the Contact Center Manager Server. Use the same table datafill to populate the .ini file. If Contact Center Manager Server is used with the LinkPlexer application, then the CS 2x00/DMS switch IP address must match the LinkPlexer IP address.
Page 227 Symposium Agent, and SCC, then each application must have a different ID. Service Version=17 (for MSL17 and later) Contact Center Manager Switch Guide for Communication Server 2x00/DMS Sample datafill cross-reference guide Meridian SL-100 Source Table: IPNETWRK Field: CMIPADDR To view, see the “IPNETWRK table”...
Page 228 Sample datafill cross-reference guide Contact Center Manager Server Parameter Business Group=2 Linkset Name=SCCSLINK DMS Password=9999 CUSTNTWK table Field name CUSTNAME NETNAME NETCGID DNREVXLA OPTIONS Meridian SL-100 Source Table: SCAIGRP Field: BGID To view, see the “SCAIGRP table” on page 231.
Page 229 THROUTE NSROUTE PRIOPRO MAXCQSIZ MAXWAIT ACDMIS MSQS DISTRING OBSWTONE FRCNGTSV IDSIZE OPTIONS Contact Center Manager Switch Guide for Communication Server 2x00/DMS Sample datafill cross-reference guide Value Value HELP_DESK HELP_DESK_CDN_ NTI_RICH NTI_RICH OFRT 45 OFRT 700 OFRT 10 OFRT 700 Y ACDPOOL1...
Page 230 (SCRNFLAG N)$ Value SCCSLINK TCP 192 168 0 11 N This is the IP of the ELAN NIC on the Contact Center Manager Server. (ENHASSOC 100)$ You must have this value to acquire and associate more than ten CDNs. Value...
Page 231 NETNODID BGID OPTIONS SCAIPROF table Field PROFKEY PROFILE The above is different for a SCAI17. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Sample datafill cross-reference guide Value (CUSTGRP NTI_RICH N 9126 N 0 Value COMPUCALL 9999 LOCAL 2 The value in bold corresponds to the BGDATA table.
Page 232 Sample datafill cross-reference guide Standard 4.06 Contact Center Manager...
Page 233: Glossary
For example, if an agent presses the Emergency key, the system places a call to the agent’s supervisor. ACCESS An internal protocol used by Contact Center Manager Server to directly control some of the voice services available on the CallPilot or Meridian Mail platform. access class A collection of access levels that defines the actions a member of the access class can perform within the system.
Page 234 Hardware required to support a particular device. For example, network adapters provide a port for the network wire. Adapters can be expansion boards or part of the computer’s main circuitry. administrator A user who sets up and maintains Contact Center Manager and Contact Center Multimedia. Standard 4.06 Contact Center Manager...
Page 235 A matrix that, when you run it, assigns one or more agents to specific supervisors. Agent to supervisor assignments can be scheduled. Advanced I/O Processor alias See e-mail alias. See Application Module Link. See automatic Number Identification. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Glossary...
Page 236 See application program interface. application 1. A logical entity that represents a Contact Center Manager script for reporting purposes. The Master script and each primary script have an associated application. The application has the same name as the script it represents. 2. A program that runs on a computer.
Page 237 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 Contact Center Manager Server are queued to ACD groups and handled by available agents.
Page 238 The CLID can also be displayed on an agent’s phoneset. call intrinsic A script element that stores call-related information assigned when a call enters Contact Center Manager Server. See also intrinsic, skillset intrinsic, time intrinsic, traffic intrinsic. call presentation class A collection of preferences that determines how calls are presented to an agent.
Page 239 Sets the maximum queue size for network skillsets. When the set maximum is reached, the queue rejects calls. For Network Skill-Based Routing, Call Request Queue Size (CRQS) is configured in Contact Center Manager Administration. If the NACD fallback or the Queue_to_NACD script command is used, CRQS must be configured in LD23 on the switch.
Page 240 See Calling Line Identification. client The part of Contact Center Manager Server that runs on a personal computer or workstation and relies on the server to perform some operations. Two types of client are available: Server Utility and Contact Center Manager Administration.
Page 241 A Nortel application used for Private Branch Exchange (PBX) management. Communication Server (CS) 2000 A Nortel Carrier Voice over IP (VoIP) superclass softswitch. Also known as CS 2K. CS 2x00 refers to both CS 2000 and CS 2100. Communication Server (CS) 2100 A Nortel carrier-grade softswitch for large campus and geographically dispersed large enterprises.
Page 242 Contact Center Manager Server call A call to a CDN controlled by Contact Center Manager Server. The call is presented to the Incalls key on an agent’s phoneset. Contact Center Multimedia server A client/server contact center application that expands inbound telephony capabilities to include outbound voice, e-mail, and Web communications.
Page 243 A set of hardware and software technologies that perform additional checks on memory to help to protect against malicious code exploits. In Windows Server 2003 Service Pack 1, Data Execution Prevention is enforced by both hardware and software. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Glossary...
Page 244 Designer Patch An emergency fix packaged to address specific individual Contact Center software problems. Designer Patches are viewable from a patch viewer application. Designer Patches are included in the next scheduled Service Update or Service Update Supplementary. See also Service Update and Service Update Supplementary.
Page 245 August 2007 desktop user A configured user who can log on to the Contact Center Manager Server from a client PC. destination site The site to which an outgoing network call is sent. See also source site. DHCP See dynamic host configuration protocol.
Page 246 A method used by the telephone system to communicate the keys pressed when dialing. Pressing a key on the phone's keypad generates two simultaneous tones, one for the row and one for the column. These are decoded by the exchange to determine which key was pressed. Standard 4.06 Contact Center Manager...
Page 247 Multimedia Administrator application and then create routing rules based on the alias. e-mail message contact An incoming e-mail message handled intelligently using rules to route a contact according to a skillset, send an auto-response, or close the contact. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Glossary...
Page 248 See also basic call. event 1. An occurrence or action on Contact Center Manager, such as the sending or receiving of a message, the opening or closing of an application, or the reporting of an error. Some events are for information only, while others can indicate a problem.
Page 249 You cannot change it in a script. See also call variable, variable. See grade of service. grade of service The probability that calls are delayed by more than a certain number of seconds while waiting for a port. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Glossary...
Page 250 Glossary See Host Data Exchange. Host Data Exchange A rich scripting language provided with Contact Center Manager to control treatment of calls. HTTP See Hypertext Transfer Protocol. hundred call seconds See centum call seconds. Hypertext Transfer Protocol The set of rules for transferring data on the World Wide Web.
Page 251 See also call intrinsic, skillset intrinsic, time intrinsic, traffic intrinsic. IP address See Internet Protocol address. IPML See Integration Package for Meridian Link. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Glossary...
Page 252 A call that originates at the local site. See also network call. local skillset A skillset that can be used at the local site only. See also network skillset, skillset. Standard 4.06 Contact Center Manager...
Page 253 The first script executed when a call arrives at the Contact Center. A default Master script is provided with Contact Center Manager, but it can be customized by an authorized user. It cannot be deactivated or deleted. See also network script, primary script, script, secondary script.
Page 254 A communications facility that provides an interface between the switch and a third-party host application. Meridian Mail A Nortel product that provides voice messaging and other voice and fax services. Meridian MAX A Nortel product that provides call processing based on ACD routing.
Page 255 A resource installed on the switch that provides music to callers while they wait for an agent. NACD call A call that arrives at the server from a network ACD-DN. See Network Address Translation. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Glossary...
Page 256 A call that originates at another site in the network. See also local call. Network Consolidated Real-Time Display A real-time display containing data from more than one Contact Center Manager Server. This data is consolidated by Contact Center Manager Administration.
Page 257 See also out-of-service mode, transition mode. Nortel server subnet The subnet to which the Nortel servers, such as Contact Center Manager Server, Network Control Center, Contact Center Manager Administration, Contact Center Multimedia, and CallPilot are connected.
Page 258 A group of outgoing calls from the contact center for a specific purpose, for example, customer satisfaction surveys. Outbound Campaign Management Tool An administrator tool accessed through Contact Center Manager Administration for configuring outbound campaigns. outbound contact An outgoing voice call intelligently routed to an agent according to a skillset within a defined time interval.
Page 259 A DN on which an agent can be reached directly, usually for private calls. phoneset The physical device, connected to the switch, to which calls are presented. Each agent and supervisor must have a phoneset. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Glossary...
Page 260 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 Contact Center Manager Server. primary ACD-DN A directory number that callers can dial to reach an ACD group.
Page 261 The e-mail server must be compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP). Contact Center Manager Switch Guide for Communication Server 2x00/DMS Glossary...
Page 262 NT-based LAN using a modem, X.25 connection, or WAN link. This feature is also known as Dial-Up Networking. Replication Server A server that backs up the active Contact Center Manager Server to the standby Contact Center Manager Server in real time. reporting supervisor The supervisor who has primary responsibility for an agent.
Page 263 See e-mail rule. sample script A script installed with the Contact Center Manager Server client. Sample scripts are stored as text files in a special folder on the client. The contents of these scripts can be imported or copied into user scripts to create scripts for typical contact center scenarios.
Page 264 A computer or device on a network that manages network resources. Examples of servers include file servers, print servers, network servers, and database servers. Contact Center Manager Server is used to configure the operations of the contact center. See also client.
Page 265 An application-layer control (signaling) protocol for creating, modifying, and terminating sessions with one or more participants. Simple Network Management Protocol A systematic way of monitoring and managing a computer network. The SNMP model consists of four components: Contact Center Manager Switch Guide for Communication Server 2x00/DMS Glossary...
Page 266 The SIP Address for the agent as configured on the target SIP server. The SIP Address uniquely identifies the agent on the SIP network. site 1. A system using Contact Center Manager Server that can be accessed using Server Utility. 2. A system using Contact Center Manager Server and participating in Network Skill-Based Routing.
Page 267 A DN associated with a primary DN. Any calls to the supplementary DN are automatically routed to the primary DN. A supplementary DN can be a toll-free (1-800) number. See Service Update Supplementary. switch See telephony switch. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Glossary...
Page 268 Glossary switch resource A device configured on the switch. For example, a CDN is configured on the switch and then used as a resource with Contact Center Manager Server. See also acquired resource. system-defined scripts The Master_Script and the Network_Script (if NSBR is enabled). Users can customize or deactivate these scripts, but they cannot delete them.
Page 269 Transmission Control Protocol/Internet Protocol The communication protocol used to connect devices on the Internet. TCP/IP is the standard protocol for transmitting data over networks. treatment See call treatment. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Glossary...
Page 270 PBXs. Various trunk types provide services such as Direct Inward Dialing (DID trunks), ISDN, and Central Office connectivity. user-created script A script created by an authorized user on the Contact Center Manager system. Primary and secondary scripts are user created scripts. user-defined script A script modified by an authorized user on the Contact Center Manager system.
Page 271 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 Contact Center Manager. Contact Center Manager Switch Guide for Communication Server 2x00/DMS Glossary...
Page 272 Glossary Standard 4.06 Contact Center Manager...
Page 273: Index
Contact Center Manager Switch Guide for Communication Server 2x00/DMS BGDATA configuring, updating table, Business Group, logon parameters, Call Agent Card,...
Page 274 TNs on the server, Variable Wrap, Contact Center - Manager logon parameters Business Group, DMS password, MBG, Network Node, Service ID password, service version, Contact Center Manager Administration, continuity test, Controlled Directory Numbers, controlled mode configuring CDNs, CUSTNTWK configuring, default mode configuring CDNs,...
Page 275 See Intelligent Call Manager ICM connections, ICM software packages, configuring for agent logon, configuring for logon, Intelligent Call Manager, Contact Center Manager Switch Guide for Communication Server 2x00/DMS installing and configuring, link verification, LinkPlexer, multiple applications, security configuring DMS password,...
Page 276 DN monitoring problems, server checking configuration, components, configuration and switch datafill, configuration and switch datafill relationship configuration overview, configuring, configuring CDNs, configuring DNISs, does not monitor activity on secondary DN, predefined configuration values, Standard 4.06 security, table, Contact Center Manager...
Page 277 Give IVR, third-party voice-processing systems, acquiring, configuring on the server, TRAVER command, Contact Center Manager Switch Guide for Communication Server 2x00/DMS treatment DNs external IVR systems and, scripts and, third-party IVR systems and, troubleshooting agent Variable Wrap state,...
Page 278 Index phoneset configuration, server logon to switch, supervisor phoneset configuration, virtual agents. See voice ports voice ports configuring on Contact Center Manager Server, voice processing and scripts, voice session commands and mailbox passwords, Walkaway feature, configuring, Standard 4.06 Contact Center Manager...
Page 279 How could we improve this book? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Gal- way, Ireland. Reader Response Form Contact Center Manager Product release 6.0...
Page 282 Manager 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. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

Nortel Contact Center Manager User Manual

1 Getting Started

2 Configuration Overview

3 CS 2X00/Dms Switch Subsystem Configuration

Section A: ICM Link Parameter Configuration

Section B: CS 2X00/Dms Switch Resource Configuration

Section C: Verification of the Server Configuration

4 Contact Center Manager Server Configuration

5 To Verify the Configuration

6 Voice-Processing Subsystem Configuration

7 Troubleshooting

Sample Datafill Cross-Reference Guide

Glossary

Index

Quick Links

Related Manuals for Nortel Contact Center Manager

Summary of Contents for Nortel Contact Center Manager

Table of Contents