Page 1 297-2671-545 Call Center Management Information System CC MIS Installation and Maintenance Release 6.0.1 Standard 2.0 May 2007...
Page 2 The process of transmitting data and call messaging between the Call Center Management Information System server and the switch or the system is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.
Page 3 This product is intended for deployment in a light industrial, non-domestic environment and complies with the relevant EMC standards, EN55022 (class A) and EN50082-1. Since this is class A equipment, in a domestic environment this equipment may cause radio interference in which case the user may be required to take adequate measures.
Page 5: Revision History
Revision history May 2007 Standard 2.0 for Release 6.0.1 June 2005 Standard 1.0 for Release 6.0. June 2002 Standard version for Release 5.2. CC MIS Installation and Maintenance...
Page 6 Standard 2.0 Call Center Management Information System...
Page 7: Table Of Contents
Description of CC MIS ........
Page 8 Shut down the CC MIS application ......164 Start up the CC MIS application....... . 166 Power down the system .
Page 9 Standard datafill example ........344 CC MIS Installation and Maintenance...
Page 10 Configuring an X.25 link on the ARN ......396 CC MIS TCP/IP switch link configuration......422 Postinstallation activities .
Page 11 DDBSERV messages ........558 Historical database CC MIS Installation and Maintenance Contents...
Page 12 Contents Standard 2.0 Call Center Management Information System...
Page 13: How To Get Help
How to get help This section explains how to get help for Nortel products and services. Getting help from the Nortel Web site The best way to get technical support for Nortel products is from 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 14: Getting Help Through A Nortel Distributor Or Reseller
Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller. Call Center Management Information System...
Page 15: About This Document
Related information ......... 18 CC MIS Installation and Maintenance...
Page 16: Intended Audience
Nortel recommends that you use BCS 43 (if available) on your switch. Applicable systems The CC MIS application manages the agents who handle Automatic Call Distribution (ACD) calls. The CC MIS is linked to an MSL-100 (Meridian 1 Options 111-211), DMS-500, or DMS-100 switch. Intended audience This document contains procedures to help system engineers maintain the CC MIS system.
Page 17 Table 2: Conventions used in procedures Key sequence Type xyz Notice CC MIS Installation and Maintenance Function Words in angled brackets represent a specific key on your keyboard that you press. Words in square brackets represent one of the keys available to you from the function key menu.
Page 18 The following NTPs contain additional information to supplement this document: CC MIS System Description (297-2671-150) CC MIS Getting Started Guide (297-2671-175) CC MIS Release Notes (297-2671-211) ACD MIS Interface Specifications, Version 11 (NT MIS-Q209-2) DMS-100 Common Customer Data Schema (297-1001-451)
Page 19 Network ACD General Description (up to BCS 34) (555-8101-100) Online To access Nortel documentation online, click the Technical Documentation link under Support on the Nortel home page: www.nortel.com/documentation CD-ROM To obtain Nortel documentation on CD-ROM, contact your Nortel customer representative. CC MIS Installation and Maintenance About this document...
Page 20 About this document Standard 2.0 Call Center Management Information System...
Page 21: Cc Mis Requirements
Operating system requirements ....... 28 Third-party software guidelines....... . 29 Remote support .
Page 22: Overview
Overview The Call Center Management Information System (CC MIS) application manages the agents who handle Automatic Call Distribution (ACD) calls. Before you install the CC MIS application, ensure that the system meets the following requirements and guidelines: hardware requirements operating system requirements...
Page 23: Hardware Requirements For The Cc Mis Server
CC MIS Release 6.0.1 operates on hardware that is supplied by the customer or platform vendor independent (PVI) hardware. Use the information in Table 3 to select a suitable platform. CC MIS hardware must meet or exceed a set of minimum and recommended (where possible) requirements, as outlined in Table 3.
Page 24 CC MIS requirements Table 3: Hardware requirements for CC MIS server (Part 2 of 4) Hardware Hard disk speed Redundant array of independent disks (RAID) Floppy disk drive Optical drive Serial ports Parallel port Supported minimum Speed of 7200 revolutions per minute (rpm) from manufacturer’s...
Page 25 May 2007 Table 3: Hardware requirements for CC MIS server (Part 3 of 4) Hardware X.25 Universal serial bus (USB) Network interface Video card/monitor 1 video card and Keyboard Mouse CC MIS Installation and Maintenance Supported minimum Not directly supported on the CC MIS server.
Page 26 Modem Backup/Restore UPS purpose and requirements You can use a UPS with the CC MIS Linux server. A UPS provides the following benefits: Reduction in data loss—A UPS shuts down the server gracefully if an interruption in AC power occurs. A graceful shutdown prevents data corruption and reduces the risk of data loss.
Page 27 May 2007 If a UPS is attached to the CC MIS server, the UPS must meet the following requirements: provide at least 10 minutes of power to stop all services and shut down the server physically fit within the workplace...
Page 28: Operating System Requirements
CC MIS clients. CC MIS server The CC MIS server must be running Red Hat Enterprise Linux Version 3 or Version 4. At this time, only the English version is supported. Nortel ensures that the CC MIS application is compatible with the latest Red Hat Enterprise Linux operating system updates.
Page 29: Third-Party Software Guidelines
Utility-class software applications Third-party utility-class software applications (such as hardware diagnostics or backup tools) are permitted on the CC MIS server. Generally, third-party utility-class software applications require less system resources during the normal operation of a CC MIS server application. However, there are exceptions, such as screen savers, which can cause system problems and degrade performance.
Page 30 Disk compression utilities must not be used. The installation or uninstallation of third-party software must not affect or conflict with the CC MIS. If such conflicts occur, you may need to rebuild the server. The implementation personnel must perform tests to ensure these conditions and recommendations are met prior to placing the CC MIS into production.
Page 31 Antivirus Generic guidelines for the use of antivirus software are as follows: You must install the CC MIS application before you install the antivirus software. When the antivirus software is installed, it is the responsibility of the implementation personnel to perform testing with the antivirus software in accordance with the "Generic guidelines for utility-class...
Page 32 CC MIS requirements Nortel recommends that you scan all files, CD-ROMs, and floppy disks prior to installing or uploading to the CC MIS server to minimize any exposure to infected files from outside sources. Running antivirus scan software can place an additional load on the CC MIS server application platform.
Page 33: Remote Support
May 2007 Remote support If you require support for the CC MIS application, Nortel support personnel must be able to access the system remotely. Remote support can be performed using one of the following methods: a Virtual Private Network (VPN) where Nortel recommends the Nortel...
Page 34: Technical Support
It is the responsibility of the distributor or end user to verify that the selected server is ready to receive the CC MIS application prior to installing and configuring the CC MIS application. This verification includes the following: Ensure that the server conforms to specifications as listed in this NTP.
Page 35: Preinstallation Requirements
This section provides platform setup guidance prior to the installation of the CC MIS application. Before you install the CC MIS application software, perform the following steps to ensure that the platform meets the requirements of the CC MIS application: Ensure that all necessary Linux packages are installed.
Page 36 CC MIS requirements Checking for required packages The CC MIS application depends on the Linux packages listed in Table 4 for proper operation. Table 4: Linux packages (Part 1 of 2) Package Description/requirement pdksh Public domain korn shell Most of the shell scripts included in the CC MIS application are written for the korn shell.
Page 37 Description/requirement net-snmp Simple Network Management Protocol (SNMP) agent If you purchased the CC MIS SNMP option, install a Linux SNMP package to provide support for the standard MIB-2 management information. The CC MIS application does not provide the standard MIB-2 information directly, but...
Page 38: Network Configuration
Note: The remainder of this section uses the term primary to indicate this interface. Static IP address You must configure all network interfaces on the CC MIS server with static IP addresses. Do not configure the network interfaces on the CC MIS server using Dynamic Host Configuration Protocol (DHCP).
Page 39 CC MIS created can be lost, requiring you to restart CC MIS to recreate them. Table 5 provides a list of all IP ports used by the CC MIS application to listen for inbound connections (or packets for any of the user datagram protocol [UDP] ports).
Page 40 CC MIS requirements Table 5: IP ports used by the CC MIS application for inbound connections (Part 2 of 4) Protocol/port IP interface Name TCP/20001 TCP/20002 Description Static CC MIS listens on this port for Clients inbound connections from CC MIS supervisor clients that use the LAN- to-Host connection method.
Page 41 May 2007 Table 5: IP ports used by the CC MIS application for inbound connections (Part 3 of 4) Protocol/port IP interface Name TCP/20006 Primary only N/W TCP/20007 Primary only N/W TCP/20009 TCP/201XX CC MIS Installation and Maintenance Description This port is used to establish...
Page 42 Setting up the standard SNMP agent As mentioned in the section “Checking for required packages” on page 36, the optional SNMP feature within CC MIS relies on the Linux SNMP package (net-snmp) to provide support for MIB-2. By default, installation of the net-snmp package does not start the standard SNMP agent.
Page 43 Remote access to the server can be provided through any of the following methods: a direct dial-up connection to the CC MIS server a common dial-up facility that provides Telnet access to the CC MIS server a Virtual Private Network (VPN) Either of these connections can require setup or configuration, or both, after the operating system installation.
Page 44 Note: These service configuration files are examples only. You can use them as is or modify them to suit the needs of the environment in which the CC MIS server is installed. Example of service configuration file for the Kerberos Telnet...
Page 45 CC MIS application. This file system must reside on a local disk (it cannot reside on a network share or NFS) and must be at least 300 MB in size. CC MIS uses the file system for the following purposes:...
Page 46 In addition to the CC MIS application file system, Nortel recommends that you assign another file system for the storage of CC MIS data. The size of this file system must be 2 GB or greater, depending on the size of the call center, the number of CC MIS partitions for which data is stored on the file system, and the data retention periods selected.
Page 47 May 2007 Table 6: Suggested directory hierarchy for CC MIS file systems (Part 2 of 2) Directory /mis/data /mis/data/fs1 /mis/backup To create the necessary file systems and directory structure, you must be familiar with disk partitioning concepts and the commands and configuration files listed in Table 7.
Page 48 Unlike the data file systems, you can use a nonlocal file system as the location for the CC MIS backups (for example, an NFS or Samba file system).
Page 49 If you use an NFS or Samba file system as the backup location, you must ensure that the ccmis user account on the CC MIS system can write to this file system, as this is the user ID under which the backup and restore process runs.
Page 50 Table 8 provides examples of fstab entries for NFS and Samba file systems. These are examples only; the exact parameters can differ depending on the network in which the CC MIS system is located. Table 8:...
Page 51 Preinstallation script file The CC MIS Software CD-ROM contains a script file that tests the suitability of the platform running the CC MIS application. You can run the script file (named preinstall) in stand-alone mode or during the installation of the CC MIS application.
Page 52 Processor Type... i686 Operating System... GNU/Linux Kernel Version... 2.4.21-32.EL Host Name... ccmis1 CC MIS Keycode Serial Number... XXXXXXXX Note: The CC MIS Keycode Serial Number is derived from the Media Access Control (MAC) address. Package Prerequisites ----------------------------------------------------- Korn shell (required)... [OK] pdksh-5.2.14-21) SNMP (optional)...
Page 53 ------------------------------------------------------- Please enter the number of the file system where the CC MIS application data will be backed up to. Note: The data backup file system cannot be the same as the file system used to store the application data.
Page 54 Enter a directory path relative to /mis/backup in which CC MIS backups are to be stored, or simply press <Enter> to place CC MIS backups at the root of the file system.
Page 55: Data Migration
Release 5.2 or later. You can import selected CC MIS databases from other CC MIS systems over a TCP/IP connection. For details about migrating data from a CC MIS Release 5.2 system to a CC MIS Release 6.0 system, see Procedure 26 on page 193.
Page 56 CC MIS requirements Standard 2.0 Call Center Management Information System...
Page 57: Cc Mis Overview
Description of CC MIS ........
Page 58: Description Of Cc Mis
Networked CC MIS The Networked CC MIS feature is available in Release 6.0. You must purchase this feature and enable it in customer options. When enabled, the Configuration menu in the Maintenance interface contains commands for defining a CC MIS network.
Page 59: Cc Mis Interfaces
Maintenance console Engineers maintain CC MIS through the maintenance console. Engineers log on to the CC MIS server, using the ccmis user ID, to configure and maintain the CC MIS application (either at the physical console associated with the server [consisting of a monitor, a keyboard, and a mouse], or through dial-up or Telnet access to the server).
Page 60 CC MIS overview When you log on to the CC MIS server at the physical console, Nortel recommends that you use one of the text-based virtual consoles. Each Linux system has seven virtual consoles, which are accessed by pressing [Ctrl]-[Alt]-[Fx] at any time, where Fx is one of the function keys (F1–F7).
Page 61: Features Added Or Modified In Release 6.0
Backup to a tape drive is not supported. Instead, you use a user-specified directory to back up CC MIS. You can configure the directory to point to any device that can be mounted as a Linux file system, including an additional hard disk, a mounted Network File System (NFS), or any other network storage device that can be configured as a file system.
Page 62 CC MIS overview With some exceptions, you can enter host names anywhere you can enter an IP address. To use host names, you must configure a name resolution protocol on the server (Domain Name Service [DNS] or Network Information Service [NIS]).
Page 63 May 2007 Interface modifications Table 9 outlines the modifications to the CC MIS Maintenance and Administration interface for Release 6.0. Table 9: CC MIS Maintenance and Administration interface modifications Interface Main menu Run State Utilities Backup and Restore Utilities System Upgrade...
Page 64 The Print command now prints to the system default printer. This option is removed. This option is removed. This option is removed. list of all IP ports the CC MIS application currently has open. Call Center Management Information System Standard 2.0...
Page 65 Table 11: Configuration menu interface modifications Interface Configuration main menu System Configuration The System Name, CC MIS Network Name, CC MIS Installation and Maintenance Modification The Configuration utility starts in Display Only mode. To make an update, you must change to the Updates Allowed mode using the Get Update Access Rights menu option.
Page 66 Is renamed Disk Storage. An Add key is added to the bottom of the Disk Storage screen. This key allows you to add a new file system to the CC MIS for storing data. No modifications. You can send configuration reports to any printer on CC MIS, including partition printers that are configured on supervisor PCs.
Page 67: Installing Cc Mis
Installing the CC MIS server software......68 Installing the CC MIS client software ......86 Upgrading the CC MIS server operating system.
Page 68: Installing The Cc Mis Server Software
There are two types of CC MIS systems: networked stand-alone If you are installing CC MIS Release 6.0 server software for the first time, the order for installation is as follows: Review the “Preinstallation requirements” on page 35. Perform the installation of the CC MIS server software.
Page 69 (Part 1 of 8) Defines The average number of ACD groups that can be datafilled to the pool assigned to the CC MIS system. Limits: 1–n, inclusive; where n is the number of ACD groups configured in the partition options screen.
Page 70 Note: The license keycode defines the maximum number of groups and positions supported at a particular installation based on purchased options. CC MIS does not allow you to exceed these maximums. The average number of agents that log on to CC MIS each day.
Page 71 Table 12: Data storage parameters Parameter Avg source groups/dest group CC MIS Installation and Maintenance (Part 3 of 8) Defines The expected number of combinations of source ACD groups and destination ACD groups for which calls either overflow or are transferred.
Page 72 Installing CC MIS Table 12: Data storage parameters Parameter Position moves per day The expected number of agent position ACD-DN reassigns per Disk Space for Agent Trace (Part 4 of 8) Defines Note: This parameter is used strictly to determine the number of records in the INTERVAL overflow table.
Page 73 Table 12: Data storage parameters Parameter Walkaway Statistics ACD-DN Statistics CC MIS Installation and Maintenance (Part 5 of 8) Defines This parameter indicates whether or not Walkaway statistics data is stored. If you select None for this parameter, no data is...
Page 74 Installing CC MIS Table 12: Data storage parameters Parameter LOB Statistics Interval data stored for The number of days for which interval data is (Part 6 of 8) Defines This parameter indicates whether line-of-business (LOB) statistics data is stored. If you select None for this parameter, no agent...
Page 75 Monthly data stored for The number of months for which monthly data is Agent event data stored Agent trace data stored CC MIS Installation and Maintenance (Part 7 of 8) Defines The number of days for which daily data is stored.
Page 76 Flexible Intervals are enabled. Installing the CC MIS server software on a new system Perform the steps in Procedure 1 on page 77 to install the CC MIS server software on a new system. ATTENTION Note: The instructions provided in Procedure 1 are based on the recommended directory structure as described in “Setting up CC MIS...
Page 77 “Preinstallation requirements” on page 35. That is, there is a /mis directory with three subdirectories: system, data, and backup. 2 Insert the CC MIS Software CD-ROM in to the CD-ROM drive. 3 At the login prompt, log on as root and enter the root password.
Page 78 0777 data/fs1 7 Enter the following command to change directory to the root of the file system that will contain the CC MIS application: cd system 8 Enter the following commands to mount the CD-ROM file system...
Page 79 10 Type the following command to extract the contents of the .tar file, which is located in the lnx directory. Note that the name of the .tar file changes depending on the release of the CC MIS application being installed. The name of the .tar file is ccmis-6.0.0-31.i386.tar in this sample installation.
Page 80 The install directory was extracted from the .tar file. The install directory contains the installation scripts used to install the CC MIS application. When in the install directory, the actual installation of the application is initiated with the ./install command.
Page 81 ***************************************************** CC MIS Release 6.0.0.RTM.13 Installation ***************************************************** The CC MIS installation media may now be removed from the drive and stored in a secure place. There were warnings generated during the pre- installation stage. You can choose to proceed with the installation now, or quit at this point and address the warnings before trying the installation again.
Page 82 Installing CC MIS 16 Enter the password for the ccmis account. The system displays the following message: You must now supply an initial password for the "ccmis" account. Changing password for user ccmis. The system displays the following prompts. New password:...
Page 83 Installation of standard definitions completed. The system displays the following license keycode messages: A license keycode must be installed before the CC MIS system can be started. The license keycode enables the options that were purchased for use with this system.
Page 84 Installing CC MIS 19 Enter the license keycode in the format xxxx xxxx xxxx xxxx. The keycode must be typed exactly as it was received. Enter the keycode: xxxx xxxx xxxx xxxx xxxx The system displays the options associated with the license keycode.
Page 85 21 Press <enter>. The CC MIS application is installed. 22 To configure the CC MIS application, you must log on to the CC MIS Maintenance and Administration interface using the ccmis account. For details about the Maintenance and Administration interface, see “Accessing maintenance functions”...
Page 86: Installing The Cc Mis Client Software
Installing CC MIS Installing the CC MIS client software The CC MIS client software is also known as the Supervisor Interface. The CC MIS supervisor terminal (client PC) runs on Windows 2000 Professional and Windows XP Professional. Types of CC MIS client software installations You can install the CC MIS client software on a supervisor terminal (client PC) in one of two ways: per-machine installation or per-user installation.
Page 87 May 2007 provides a similar capability for wallboards that are physically connected to the supervisor terminal to be exposed to the CC MIS application as a whole. When run from a per-machine installation, the following restrictions apply to the setup and use of the Client Services component: The initial configuration of CC MIS Client Services must be performed when logged on to Windows as a user with administrative privileges.
Page 88 B are queued for printing until user B logs on and starts the CC MIS client. Likewise, any wallboards configured by user B do not receive any messages or updates from the CC MIS server. Installing the CC MIS client software on a new supervisor...
Page 89 Figure 2 on page 91 appears if you have administrative rights (you are a Windows administrative user). You can install the CC MIS client software in the default folder displayed in this window (the default folder in Figure 2 is the C:\Program Files\Nortel Networks\Call Center MIS 6.0 folder).
Page 90 A normal user may have to change the default folder where the CC MIS client software is installed (if the user does not have the access rights to create files in the Program Files folder). As a normal user, you must have write privileges to the new folder you select for the software installation;...
Page 91 May 2007 Figure 2: Select Installation Folder window — User with administrative rights (Administrative user) Figure 3: Select Installation Folder window — User without administrative rights (Normal user) CC MIS Installation and Maintenance Installing CC MIS...
Page 92 Installing CC MIS 4 Verify that the information in the Folder box is correct. If the folder location is correct, skip to Step 7 on page 92. If the folder location is incorrect, go to Step 5. 5 Click Browse.
Page 93 The Installing Call Center MIS 6.0 appears (see Figure 6 on page 93). Figure 6: Installing Call Center MIS 6.0 When the installation is complete, the Installation Complete window appears (see Figure 7). CC MIS Installation and Maintenance Installing CC MIS...
Page 94 6.0 application. The CC MIS Main window appears. If a red rectangle appears around the Connection Status icon (see Figure 8), the CC MIS client is not connected to the CC MIS server. A green rectangle indicates a connection between the CC MIS client and server (see Figure 9).
Page 95 May 2007 Figure 9: CC MIS Main window - connected 11 To verify the CC MIS version, select Session > About CC MIS. Verify the version number in the dialog box, and then click OK to close the dialog box.
Page 96 Installing CC MIS 14 Read the notice and click OK. Figure 11: Security Notice The CC MIS 6.0 Supervisor interface appears (see Figure 12). Figure 12: CC MIS interface For detailed information and procedures for using the CC MIS Supervisor interface, see the CC MIS Getting Started Guide (297-2671- 175).
Page 97 Supervisor interface CC MIS main menu. 3 Select the Services tab. 4 Select the CC MIS can save text reports as files on this computer option. 5 In the Provide the name by which CC MIS should refer to this computer box, enter a name for the client computer.
Page 98 Installing CC MIS 9 From the Output To list, select the item identified as <computer name> (File), where <computer name> is the name of the computer defined in Step 3. Then specify the file name. 10 Select the settings for other the fields in the Report Parameter Definition window.
Page 99: Upgrading The Cc Mis Server Operating System
Upgrading the CC MIS server operating system CC MIS 6.0.1 introduces support for Red Hat Enterprise Linux Version 4. This section describes how to upgrade your CC MIS server from Red Hat Enterprise Linux Version 3 to Version 4. Before you begin...
Page 100 5. Perform a full backup of your CC MIS data. Although this upgrade procedure leaves the data intact, things can go wrong. For details about backing up the CC MIS data, see “Backing up customer data”...
Page 101 1 Insert Disk 1 of the Red Hat Enterprise Linux Version 4 media set into the optical drive. 2 From the CC MIS Run State menu, use the Power Down command to power down the system. 3 Boot the system from the disk in the optical drive.
Page 102 Note: Ensure that the preinstallation script correctly identifies the IP address of the system. If you correct all errors before you install CC MIS, you reduce the chance of encountering problems with the installation. 5 After you correct any preinstallation problems, run the CC MIS installation script from the installation directory (./install) to install CC MIS...
Page 103 May 2007 The upgrade procedure is now complete and the CC MIS application is running on the system. CC MIS Installation and Maintenance Installing CC MIS...
Page 104 Installing CC MIS Standard 2.0 Call Center Management Information System...
Page 105: Accessing Maintenance Functions
Introduction to the Maintenance and Administration interface ..106 Setting up a new CC MIS system (overview) ....112 Logging on .
Page 106: Introduction To The Maintenance And Administration Interface
Telnet access to the server. You configure and maintain the CC MIS application by logging on to the CC MIS server using the ccmis user ID. The Maintenance interface is text- based for easy remote access.
Page 107 May 2007 Accessing maintenance functions Figure 13: Hierarchy of the Maintenance and Administration menus CC MIS Installation and Maintenance...
Page 108 Accessing maintenance functions Interface screens The Maintenance and Administration application uses two kinds of interface screens: simple menu display and full-screen mode. Simple menu display On this type of screen, make menu selections by typing the letter or number associated with a menu option and then pressing <enter> on your keyboard to access the menu (see Figure 14).
Page 109 You can use several control commands in full-screen mode, including the following: Ctrl-R—redraws a screen Ctrl-T—allows you to select a new terminal type Figure 15: Example of full-screen mode (Configuration menu screen) Function command line CC MIS Installation and Maintenance Accessing maintenance functions...
Page 110 Accessing maintenance functions Accessing pop-up menus Various screens have pop-up menus associated with them, which list the available options. Access a pop-up menu by pressing its associated function key listed at the bottom of the menu screen. Function keys, also called soft keys, operate as toggles. The key that selects the function is the same key that deselects or clears that function.
Page 111 Partitions can be running or stopped. Stopping one partition does not affect the running status of other partitions. The CC MIS application can be running or shut down. For the most part, the CC MIS shutdown is automatic. When you request a function that requires that you shut down CC MIS, the software prompts you to confirm the CC MIS shutdown.
Page 112: Setting Up A New Cc Mis System (Overview)
4. Configure partitions (local). (See “Local partitions” on page 197.) Network 1. Configure the system. (See “Configuring the CC MIS application” on page 131 and “Networked CC MIS” on page 251.) 2. Configure the switch links. (See “Networked CC MIS” on page 251.) 3.
Page 113 May 2007 4. Configure the physical network. (See “Networked CC MIS” on page 251.) 5. Configure partitions. (See “Local partitions” on page 197 and NAPs in “Networked CC MIS” on page 251.) CC MIS Installation and Maintenance Accessing maintenance functions...
Page 114: Logging On
Accessing maintenance functions Logging on Log on to CC MIS Maintenance and Administration to perform the following tasks: configure the application monitor the operation of the application install software upgrades The user ID is ccmis and the password is defined during the C MIS installation.
Page 115 Constraints You log on to Linux when you log on to the Maintenance and Administration interface. Note: This is not the same as a supervisor logging on to CC MIS from a supervisor terminal. ATTENTION CC MIS Installation and Maintenance...
Page 116 Accessing maintenance functions Logging on to the Maintenance and Administration interface Perform the steps in Procedure 4 to log on to the CC MIS Maintenance and Administration interface. Procedure 4: Logging on to the Maintenance and Administration interface 1 Verify that the system and maintenance console are on.
Page 117: Changing Your Password
1 On the Maintenance and Administration main menu, type m to access the Modify Password screen. The system displays the following prompt: Do you want to change the CC MIS maintenance password? (yes/no) 2 Enter y (for yes) to change the password or enter n (for no) to keep the existing password.
Page 118 Modify Password function on the Maintenance and Administration main menu. The console provides direct access to the CC MIS configuration. Improper use of this tool can cause a system outage. If you log off of the maintenance console (without knowing...
Page 119: Logging Off
Logging off of the ccmis account and CC MIS Maintenance and Administration interface Perform the steps in Procedure 6 to log off of the CC MIS Maintenance and Administration interface. Procedure 6: Logging off of the ccmis account and CC MIS Maintenance and...
Page 120: Maintenance And Administration Menus And Screens
Accessing maintenance functions Maintenance and Administration menus and screens This section outlines the menus and screens available in the CC MIS Maintenance and Administration interface. Call Center MIS Maintenance and Administration main menu The main menu for the Call Center MIS Maintenance and Administration interface (see Figure 17) appears when you log on to CC MIS.
Page 121: Run State Utilities Menu
The Run State Utilities menu provides access to commands used for startup and shutdown of the CC MIS application and individual partitions. You can reboot or power down the CC MIS server. The menu also contains the Update Switch Configuration Data command.
Page 122 Backup customer data. Restore data in the event of data corruption. Import selected CC MIS databases from other CC MIS systems over a TCP/IP connection. CC MIS Release 6.0 systems can import data from CC MIS systems running 5.2 or later.
Page 123 (see Figure 20). The System Upgrade Utilities menu provides access to commands used for loading new software versions, displaying license information, and installing license keycodes. Figure 20: System Upgrade Utilities menu CC MIS Installation and Maintenance Accessing maintenance functions...
Page 124: Diagnostics Menu
Diagnostics menu Type the letter d on the main menu to access the Diagnostics menu (see Figure 21). The Diagnostics menu provides access to diagnostic programs for CC MIS such as logs, the system monitor, and tracing switch links. Figure 21:...
Page 125 (see Figure 22). You can change the password for the ccmis user ID on this screen. For details about changing the user ID, see Procedure 5 on page 117. Figure 22: Modify Password screen CC MIS Installation and Maintenance Accessing maintenance functions...
Page 126: Configuration Menu
Get Update Access Rights option to change to Updates Allowed mode. Use the Configuration menu to configure the CC MIS application, including setting up switch links, adding or deleting partitions, and changing disk storage parameters.
Page 127 To access the online Help from a simple display menu screen, see Procedure 7 on page 128. To access the online Help from full-screen mode, see Procedure 8 on page 129. CC MIS Installation and Maintenance Accessing maintenance functions...
Page 128 Accessing maintenance functions Accessing Help from simple display menus Perform the steps in Procedure 7 to access the Help facility from simple display menus. Procedure 7: Accessing online Help in maintenance menus (from simple menu display screens) 1 Type h (Help) to access the online Help, and then press <enter>. The system displays Help information for the menu options on the current page (see Figure 24 on page 127).
Page 129 Note: The available key names depend on terminal type. 3 Press the Help function key again to exit the online Help. Logoff To log off of the CC MIS Maintenance and Administration application, press the letter l on the main menu. CC MIS Installation and Maintenance...
Page 130 Accessing maintenance functions Standard 2.0 Call Center Management Information System...
Page 131: Configuring The Cc Mis Application
System configuration reports ....... . 157 CC MIS Installation and Maintenance...
Page 132: Introduction
Through the Configuration main menu (see Figure 25 on page 134), you can access submenus where you can define or alter parameters related to CC MIS system configuration. The usual sequence of steps for configuring a CC MIS system are as follows: 1. System Configuration—Specify the system name, the CC MIS network name, and the backup directory.
Page 133: Accessing The Configuration Main Menu
Release Update Access Rights. Note: Updates Allowed mode uses a 2-minute inactivity timer. If the timer expires, you are removed from the Configuration screen and returned to the Maintenance and Administration main menu. CC MIS Installation and Maintenance Configuring the CC MIS application...
Page 134 Configuring the CC MIS application Figure 25: Configuration menu (in Display Only mode) Figure 26: Configuration menu (in Updates Allowed mode) Call Center Management Information System Standard 2.0...
Page 135: System Configuration
CC MIS network name (if networking is enabled), and the backup directory. Note: You must shut down the system to change the CC MIS network name. Perform the steps in Procedure 10 to access the System Configuration screen.
Page 136: Field Descriptions
System Name Description The System Name field specifies the name of the CC MIS system that appears at the top of each Configuration Report. This name can be up to 16 characters in length. Only uppercase and lowercase letters (a-z, A-Z) and numbers (0-9) can be used.
Page 137 CC MIS Physical Network. All nodes in a network must have the same CC MIS Network Name. You can edit this field only when the system is down. Only uppercase and lowercase letters (a-z, A-Z) and numbers (0-9) can be used.
Page 138: Port Allocation
Configuring the CC MIS application Port Allocation The Port Allocation screen provides a system-wide view of serial ports allocated on the system (serial ports are provided through terminal servers) and identifies the partition to which they are allocated. To change the port allocations, you must press the Port Configuration function key listed at the bottom of the System Configuration screen (Configuration >...
Page 139 May 2007 Figure 28: Port Allocation screen 5 When you finish viewing the Port Allocation screen, press the Exit function key to return to the main menu. CC MIS Installation and Maintenance Configuring the CC MIS application...
Page 140: Switch Link Configuration
Configuring the CC MIS application Switch link configuration The CC MIS server connects to the DMS-ACD in one of two ways: direct IP connection TCP/IP bridge device (bridge between an IP connection from the CC MIS server to an X.25 connection to the switch) For more information about TCP/IP bridge devices, see Appendix B, “TCP/...
Page 141 Figure 29: Switch Link Configuration screen—initial 5 Press the Options function key. A menu offers the choice of Simulator or Live TCP/IP link (see Figure 30). CC MIS Installation and Maintenance Configuring the CC MIS application...
Page 142 Configuring the CC MIS application Figure 30: Switch Link Configuration — Simulator or Live TCP/IP pop-up menu 6 Select the link type: If you select Simulator as the link type, see “Simulator link” on page 147 for more information. If you select Live TCP/IP as the link type, see “Live TCP/IP link” on page 143 for more information.
Page 143 DMS/MSL-100. ACD data link For CC MIS to communicate with the DMS-ACD, the CC MIS must establish datalink connections with the DMS-ACD over which agent and call event messages can pass. An ACD data link is associated with only one ACD pool.
Page 144 Configuring the CC MIS application To successfully connect to the switch, you must obtain certain information from the DMS-ACD and use it to complete the fields in the switch link definition. This information is as follows: The user ID and password used to log on to the switch.
Page 145 (such as new or deleted positions, groups or subgroups). The reinitialization time must be during off hours and preferably after the CC MIS midnight processing is completem, for example, 2:00 a.m. Leave this field blank when no daily reinitialization is required.
Page 146 Configuring the CC MIS application Table 15: Fields on the Live TCP/IP Link screen (Part 3 of 3) Field Primary Link Secondary link For additional information, see “Switch link datafill requirements” on page 333. Description Specifies the IP address and port number to connect to for this link.
Page 147: Simulator Link
Note: The configuration information is explained in the online Help. Press the Help function key to view the Help text for this screen. CC MIS Installation and Maintenance Configuring the CC MIS application...
Page 148: Terminal Server Configuration
Configuring the CC MIS application Terminal server configuration You can use the Terminal Server Configuration screen (see Figure 33) to specify LAN-based terminal servers that are available for CC MIS. Figure 33: Terminal Server Configuration screen Perform the steps in Procedure 13 to add and configure a terminal server.
Page 149 8 To configure a terminal server, press the Configure function key. The screen shown in Figure 35 appears. Follow the instructions on the screen to enter and configure the terminal server. CC MIS Installation and Maintenance Configuring the CC MIS application...
Page 150 Configuring the CC MIS application Figure 35: Configuring a terminal server When the configuration is complete, the Terminal Server Configuration screen reappears. 9 To edit the fields of a terminal server listed on the Terminal Server Configuration screen, first navigate to the field, and then press the Edit Field function key (see Figure 36 on page 150).
Page 151: Disk Storage
3 Select Get Access Updates Rights to switch to Updates Allowed mode. 4 Select Disk Storage. The Disk Storage screen appears (see Figure 37 on page 152). CC MIS Installation and Maintenance Accessing the Disk Storage screen Configuring the CC MIS application...
Page 152 Configuring the CC MIS application Figure 37: Disk Storage 5 Press the Disk Usage Section function key. The screen focus shifts to the Disk Usage Statistics area in the lower portion of the screen (see Figure 38) and the function keys change.
Page 153 Note: Leave the Disk Size field as 0 MB, as this allocates all of the disk space for CC MIS storage. To limit the amount of disk space used by the CC MIS application, specify the space limitation (in megabytes).
Page 154: Snmp Configuration
1. The optional SNMP feature is enabled by the license keycode. If the feature is not enabled, this screen is not available on the system. 2. CC MIS only supports Version 1 of the SNMP protocol. You can use the SNMP Configuration screen to set up three communities and to specify addresses of SNMP managers.
Page 155 SNMP Configuration The Transfer SNMP MIB Definitions command on the System Upgrade Utility menu transfers CC MIS system MIB and CC MIS Partition MIB definition files to selected Network Management Systems (NMS). The SNMP Configuration screen displays information concerning the three CC MIS SNMP communities: Read-only, Read-write, and Trap.
Page 156 SNMP managers are considered part of that community. Note: The 0.0.0.0 value cannot be used in the Trap community because CC MIS needs an explicit list of IP addresses to which traps are sent. Call Center Management Information System...
Page 157: System Configuration Reports
Configuration Reports 5 Type the number associated with the report you want to view. Note: A system default printer must be defined to print system configuration reports directly from the CC MIS server. CC MIS Installation and Maintenance Accessing reports...
Page 158 Configuring the CC MIS application The following system configuration reports are available: System Configuration Report Port Allocation Report Switch Link Configuration Report Terminal Server Configuration Report Partition Configuration Report Disk Allocation Report Connection Parameters Report Partition Options Report Static LAN Terminals Configuration Report...
Page 159 7 Select one of the following destinations for the report. System Default Printer—This option sends the report directly from the CC MIS server to the system default printer. Go to Step 9. Partition—If you select this option, you can select a partition defined on the system and then select any one of the report destinations defined within that partition.
Page 160 If you select a File device, the File Name field appears where you can enter the name of a file in which to save the report. Nortel recommends that you use a .txt file extension. If you do not enter a file name in this field, the default file name as specified in the Client Services Setup on that PC is used.
Page 161: Shutdown, Startup, Reboot, And Power Down
Shut down the CC MIS application ......164 Start up the CC MIS application ......166 Power down the system .
Page 162: Introduction
323. Partition Startup and Shutdown command You start up and shut down CC MIS from the Run State Utilities menu. You can also perform these tasks from the Partition Configuration screen (see “Local partitions” on page 197).
Page 163 For more details, see “Shut down the CC MIS application” on page 164. After you shut down CC MIS, you must start up the CC MIS application. For more details, see “Start up the CC MIS application” on page 166.
Page 164: Shut Down The Cc Mis Application
MIS programs, and CC MIS maintenance software running. Note: To shut down both the CC MIS software and the Linux operating system, use the Power Down the System command. If you request a maintenance function that can only be performed with CC MIS shut down, the maintenance and administration software automatically shuts down CC MIS.
Page 165 1 Ensure that CC MIS is operating (that is, the application is running). 2 Access the Maintenance and Administration main menu. 3 Type r to display the Run State Utilities menu. 4 From the Run State Utilities menu, type s to shut down the CC MIS application. The following warning message appears:...
Page 166: Start Up The Cc Mis Application
Shutdown, startup, reboot, and power down Start up the CC MIS application The Startup the CC MIS Application command starts up CC MIS after it is shut down (not powered down). Perform the steps in Procedure 18 to start up the CC MIS application.
Page 167 Press RETURN to continue. 7 Press <enter>. The system displays the Run State Utilities menu. Because the CC MIS application is started, the Run State Utilities menu changes to include the Shutdown the CC MIS Application command (instead of the Startup the CC MIS Application command).
Page 168: Power Down The System
Shutdown, startup, reboot, and power down Power down the system The Power Down the System command powers down both the CC MIS application and the Linux operating system. Power down the CC MIS server when you want to do one of the following:...
Page 169 5 Turn off the system power using the power button on the front of the server after the message “Power down.” appears. 6 If you powered down the system to perform a hardware maintenance operation, Nortel recommends that you unplug the power cord from the wall outlet or UPS. CC MIS Installation and Maintenance...
Page 170: Power Up The System
CC MIS application, after it is powered down using the Power Down the System command. Note: Perform only Step 1 if the CC MIS application was running prior to the system being powered down. Perform all of the steps if the CC MIS application was shut down prior to the system being powered down.
Page 171 Press RETURN to continue. 7 Press <enter>. The system displays the Run State Utilities menu. Because the CC MIS application is started, the Run State Utilities menu changes to include the Shut Down the CC MIS Application command (instead of the Startup the CC MIS application command).
Page 172: Reboot The System
3 Enter r to reboot the system. The system displays the following warning messages: Shutdown the system and restart This command shuts down the CC MIS application (if it is currently running), then shuts down and restarts the operating system.
Page 173 May 2007 6 After the system reboots, you can reconnect and log back on to the Maintenance and Administration interface (see Procedure 4 on page 116). CC MIS Installation and Maintenance Shutdown, startup, reboot, and power down...
Page 174 Shutdown, startup, reboot, and power down Standard 2.0 Call Center Management Information System...
Page 175: Backing Up, Restoring, And Importing Data
Importing data ..........191 CC MIS Installation and Maintenance...
Page 176: Introduction
CC MIS databases from other CC MIS systems (to a Release 6.0 system) You can perform backup and restore functions only when the CC MIS application is running. You can perform backup functions when the affected partitions are running or stopped.
Page 177 2 Type b to access the Backup And Restore Utilities menu. The system displays the Backup and Restore Utilities menu (see Figure 44). Figure 44: Backup and Restore Utilities menu CC MIS Installation and Maintenance Accessing the Backup and Restore Utilities menu Backing up, restoring, and importing data...
Page 178: Backup Directory
Backing up, restoring, and importing data Backup directory Release 6.0 supports the backup and restore of the CC MIS databases to and from any file system that configure through the System Configuration screen (that is, you specify a directory where the backups are stored).
Page 179 Note: You can also type the new directory name and press <enter> without using the Edit field function key. 7 Enter or edit the backup directory. CC MIS Installation and Maintenance Configuring the backup directory Backing up, restoring, and importing data...
Page 180 Backing up, restoring, and importing data The Backup Directory field specifies the directory into which CC MIS backs up its databases. The directory provided must be an existing directory having write permissions for the CC MIS application. The length of the directory name is restricted to a maximum of 50 characters.
Page 181: Backing Up Customer Data
Backing up customer data The Backup command stores information from the CC MIS databases in a directory. You can back up customer data only when the CC MIS system is operating. The customer data backup records the following information: definitions database for selected partitions...
Page 182: Manual Backups
Backing up, restoring, and importing data To verify that your nightly automatic database backup is successful, view the error log and look for one of the following messages: Nightly Backup was successful Nightly Backup failed Manual backups Manual backups provide additional control over what the system backs up. The manual selections for Backup and Restore are as follows: For configuration-only backup and restore—This backs up and restores the information defined through the maintenance configuration screens.
Page 183 (see “Local partitions” on page 197). The default Backup value for NAPs is Yes for the definitions database only. Backup Status The lower portion of the screen displays information messages about the current backup. CC MIS Installation and Maintenance Backing up, restoring, and importing data...
Page 184 Use the steps in Procedure 24 on page 185 to perform a backup. Notes: Procedure 24 backs up only CC MIS data; it does not store information from the ACD database tables on the DMS-ACD. You can perform a backup only when the CC MIS system is operating.
Page 185 Last back up completed successfully. 10 When the backup is complete, select Exit from the Commands menu to exit the Backup screen. The Backup and Restore Utilities menu appears. CC MIS Installation and Maintenance Backing up data Backing up, restoring, and importing data...
Page 186: Restoring Customer Data
(not applicable for NAPs) configuration database Note: You can restore data from a backup directory only when the CC MIS software is operating. If the system crashes and you must restore all data, you must perform the restore in the following in order: 1.
Page 187 The upper portion of the screen shows the Restore Specification and the lower portion of the screen shows the Restore Status. CC MIS Installation and Maintenance Restoring a backup that was performed prior to hardware changes (for example, removal of a hard disk) can result in configuration problems.
Page 188 Backing up, restoring, and importing data Figure 47: Restore screen Restore Specification You cannot restore the configuration database and the partition databases at the same time. First, restore the configuration database, and then restore the partitions. Configuration adjustments can be required between the restore of the configuration database and the partitions if, for example, the set of file systems for storing partition data is different from the set that is in the saved configuration.
Page 189: Restoring Data
(Use the Options function key to display the Options menu.) 5 Press the Commands function key to display the commands menu. 6 Select the Start Restore command. CC MIS Installation and Maintenance Function Exits the current screen Initiates a restore from a nightly (automatic) backup...
Page 190 Backing up, restoring, and importing data 7 Select one of the following options: start the restore from a nightly (automatic) backup or start the restore from an ad hoc (manual) backup. A dialog box appears that can include the following messages: Warning: the existing contents of each database being restored will be removed immediately before the database is restored from the backup.
Page 191: Importing Data
Note: Due to the difference in remote platforms, you cannot import the CC MIS configuration database using the Import option. Figure 48 shows a sample Import screen. The upper portion of the screen shows the Import Specification and the lower portion of the screen shows the Import Status.
Page 192 The upper portion of the Import screen displays a scrollable list of partitions for which you can specify an import. This list contains all the partitions configured on the CC MIS system. You cannot import data into a partition if that partition is running. Partitions are stopped as needed, after receiving confirmation.
Page 193 Procedure 26: 1 Ensure that the remote system is running CC MIS Release 5.2 or later and is connected to the network. 2 Ensure that the partition (on the Release 6.0 system) into which you want to import the data is defined and has sufficient disk space to receive the imported data (from the remote system).
Page 194 Backing up, restoring, and importing data 6 On the Import screen, navigate to the partition into which you want to import the data. Note: You cannot import data into a partition if that partition is running. Partitions are stopped as needed, after receiving confirmation. You must manually restart any partitions stopped by the import process.
Page 195 Exit command to exit the Import screen. The Backup and Restore Utilities menu appears. 13 Press q to return to the Maintenance and Administration main menu. CC MIS Installation and Maintenance Backing up, restoring, and importing data...
Page 196 Backing up, restoring, and importing data Standard 2.0 Call Center Management Information System...
Page 197: Local Partitions
Partition startup and shutdown ....... 248 CC MIS Installation and Maintenance...
Page 198: Introduction
Local partitions Introduction You can configure multiple partitions on a single CC MIS server. Think of each partition as a complete CC MIS system that serves a single customer. You can define two types of partitions on a CC MIS system: Local partitions—Local partitions provide access to DMS-ACD...
Page 199 DMS-ACD, and only training data is collected and reported. When a partition is in training mode, CC MIS interacts with the simulator to provide training data. The simulator uses call scenarios and configuration control typical to the ACD environment. During training, supervisors can adjust load management values and move position assignments through the configuration control capability of CC MIS.
Page 200 Local partitions Although CC MIS collects statistical data while in precut mode, this data is deleted upon transition to product mode. In precut mode, you can establish parameters that affect the collection of statistics (such as threshold definitions) prior to going live. After you define these parameters, the...
Page 201: Requirements For A Running State
For training mode, you can select only the simulator link. For product mode, you can select only live links. You must define partition options. You must select a valid disk for partition data storage in the Disk Allocation screen. CC MIS Installation and Maintenance Local partitions...
Page 202 Local partitions You must set data storage parameters (for example, number of groups and positions, storage durations) in the Storage Calculator screen. You can define the number of days, weeks, or months that data is stored before it is automatically purged from the database Note: If you do not want to collect and store historical data, enter zero values on the Storage Calculator screen.
Page 203: Partition Task List
To set up a partition, you must complete the following tasks: 1. Configure the system and define a simulator or live link. (See “Configuring the CC MIS application” on page 131.) 2. Add a partition. (See “Adding a partition” on page 209.) 3.
Page 204 Local partitions Accessing the Partition Configuration screen You can access the Partition Configuration screen from the Configuration menu. Procedure 27: 1 Access the Maintenance and Administration main menu. 2 Type c to access the Configuration main menu. The system displays the Configuration main menu. 3 Select Get Access Updates Rights to switch to Updates Allowed mode.
Page 205 You can access the following functions through the Partition Configuration screen: adding and deleting a partition connection parameters partition options disk allocation storage calculator configuring serial terminals configuring static LAN terminals configuring wallboards setting master privilege definitions level and overrides CC MIS Installation and Maintenance Local partitions...
Page 206: Partition Configuration Commands
Local partitions Partition Configuration commands Table 20 describes the commands that are available using the function keys on the Partition Configuration screen: Table 20: Partition Configuration function commands Command Exit Configuration Options Add Partition Delete Partition Validate Partition Function Exits the current screen Displays a menu for accessing other functions such as partition options and disk allocation Displays a pop-up area in which you specify...
Page 207 Connection Parameters Partition Options Disk Allocation Storage Calculator Serial Terminals Static LAN Terminals CC MIS Installation and Maintenance Function Displays the Connection Parameters screen Displays the Partition Options screen Displays the Disk Allocation screen Displays the Storage Calculator screen Displays the Serial Terminals Configuration...
Page 208 Local partitions Table 21: Partition configuration options (Part 2 of 2) Option Wallboards Master Privilege Definition Function Displays the Wallboard setup screen Displays the Master Privilege Definition screen Call Center Management Information System Standard 2.0...
Page 209: Adding And Deleting Partitions
The Add Partition dialog box appears (see Figure 55 on page 210). There are two partition types, Local and NAP. Local is the default partition type. (NAPs are defined in “Networked CC MIS” on page 251.) CC MIS Installation and Maintenance...
Page 210 Local partitions Figure 55: Add Partition 6 Enter a Partition Name (up to 16 characters). 7 Press the Commands function key and then press 2 to submit and add the partition. The partition is added to the list of partitions (see Figure 56). Figure 56: Added Partition Call Center Management Information System...
Page 211: Deleting A Partition
4 Select Partition Configuration. The system displays the Partition Configuration screen. 5 Press the Delete Partition function key. The Delete which Partition menu appears (see Figure 57). Figure 57: Delete which Partition pop-up CC MIS Installation and Maintenance Deleting a partition Local partitions...
Page 212 Local partitions 6 Select the partition to delete. The deletion confirmation prompt appears (see Figure 58). Figure 58: Delete partition confirmation pop-up 7 Type y to delete the partition. The partition and its associated system resources are deleted. The Partition Configuration screen reappears. Call Center Management Information System Standard 2.0...
Page 213: Partition Options
3 Select Get Access Updates Rights to switch to Updates Allowed mode. 4 Select Partition Configuration. The system displays the Partition Configuration screen. 5 Press the Configuration Options function key The system displays the Configuration Options menu. CC MIS Installation and Maintenance Accessing the Partition Options screen Local partitions...
Page 214 Partition options screen fields (Part 1 of 6) Parameter Data Export Language Support Description Enables or disables the CC MIS Data Export feature for the partition. Enables or disables support for multiple languages on the partition. Note: This feature is optional.
Page 215 Partition options screen fields (Part 2 of 6) Parameter Nightly Backups Automatic Position Reassignment SNMP Support Flexible Intervals CC MIS Installation and Maintenance Description Configures automated nightly backups for this partition. Disabled—No nightly backups occur for this partition. Enabled—All partition data is backed up.
Page 216 Enables or disables e-mail support for the partition. When enabled, supervisors in this partition can send reports by e-mail directly from the CC MIS server. This option depends on the UNIX Sendmail program. The program must be installed on the server.
Page 217 Partition options screen fields (Part 4 of 6) Parameter Custom Time Zone Specification CC MIS Installation and Maintenance Description Allows a partition to run in a different time zone than the rest of the system. Leave this field blank if the system time zone setting is appropriate for the partition.
Page 218 Local partitions Table 22: Partition options screen fields (Part 5 of 6) Parameter Dynamic LAN Terminal Access Description The start field specifies when Daylight Savings Time goes into effect and the end field specifies when the change is made back to standard time. These fields can have the following formats: Jn—This specifies the Julian day with n between 1 and 365.
Page 219 Table 22: Partition options screen fields (Part 6 of 6) Parameter Access Password CC MIS Installation and Maintenance Description This field sets the access password for this partition. This password is required when the Dynamic LAN Terminal Access option is enabled.
Page 220: Disk Allocation
Local partitions Disk allocation Partition data must reside on one disk (file system). However, a disk can contain several partitions. Therefore, you must set resource limits for each partition. You can assign a disk to a partition in the Disk Allocation screen (see Figure 60 on page 221).
Page 221 2 Enter the disk number on which the partition is to reside. Note: Select a disk that has enough space. Check the Disk Usage Statistics to see which disk has adequate space. CC MIS Installation and Maintenance Assigning a disk Local partitions...
Page 222 Local partitions Table 23 defines the Disk Allocation screen parameters and gives their limits. Table 23: Disk Allocation screen parameters (Part 1 of 2) Option Disk Allocation This area of the screen shows disk allocation based on the configured partitions. Partition Name Size Limit Space In Use...
Page 223 Mount Directory Disk Size Available Space %Full Num Partitions CC MIS Installation and Maintenance Defines The directory where the physical device is mounted. The sum of all allocated partitions on a disk plus the remaining space available for allocation (in megabytes).
Page 224: Storage Calculator
Local partitions Storage Calculator You can view or modify the data storage parameters of the historical database for a selected partition on the Storage Calculator screen. Access the Storage Calculator screen using the function key on the Disk Allocation screen or from the Configuration Options menu in the Partition Configuration screen.
Page 225: Changing Data Storage Parameters
For data storage parameters and their limits, see Table 12 on page 69. CC MIS Installation and Maintenance Local partitions...
Page 226: Interval Configuration
Local partitions Perform the steps in Procedure 34 to change the size of the database. Procedure 34: 1 Access the Maintenance and Administration main menu. 2 Type c to access the Configuration main menu. The system displays the Configuration main menu. 3 Select Get Access Updates Rights to switch to Updates Allowed mode.
Page 227 60 minutes. Leave the field blank if you want to use the default setting. Note: If you intend to use more frequent intervals (5, 10, or 15 minutes), additional disk space is required. CC MIS Installation and Maintenance Local partitions...
Page 228 Local partitions Issues concerning Interval Configuration lengths 1. If you are using the Networking feature, try to use the same interval lengths on each partition. This provides for more concise data reporting when requesting interval-based reports. 2. Using more frequent intervals (5, 10, and 15) requires more storage disk space.
Page 229: Connection Parameters
5 Select the Configuration Options function key The system displays the Configuration Options menu. 6 Select Connection Parameters. The system displays the Connection Parameters screen (see Figure 63 on page 230). CC MIS Installation and Maintenance Accessing the Connection Parameters screen Local partitions...
Page 230 Local partitions Figure 63: Connection Parameters screen Table 24 describes the fields on the Connection Parameters screen. Table 24: Connection Parameters screen fields Parameter Switch Link ACD Subpool Name ACD Subpool Password Description You select the value from a list of defined links.
Page 231: Serial Terminals
You can use the Serial Terminals screen to add, delete, or modify serially connected supervisor terminals for a partition in the CC MIS system. Note: A supervisor can add, change, or delete terminals while the CC MIS software is running.
Page 232 The new selection is added to the Serial Terminals screen. Note: The baud rate and modem control settings are configured on the terminal server; therefore, these options no longer appear in CC MIS Release 6.0. 9 To add comments that describe the location of the terminal, do the following: a.
Page 233: Wallboards
(a remote control device). Constraints CC MIS supports a maximum of five wallboard devices for each port. These devices can be chained together on a common port, or each wallboard can be configured on its own port. Ports that are not assigned to supervisor terminals can be used as wallboard ports.
Page 234 Local partitions 4 Select Partition Configuration. The system displays the Partition Configuration screen. 5 Select the Configuration Options function key. The system displays the Configuration Options menu. 6 Select Wallboards. The system displays the Wallboards screen. 7 On the Wallboards screen, select the Add function key. The Select wallboard port pop-up appears (see Figure 65).
Page 235: Removing A Wallboard From The System
Only one type of wallboard can be used on a port. A total of five wallboards are supported for each port. (Only one generic wallboard for each port is supported.) Removing a wallboard from the system Use the Delete function key to remove a wallboard from the system. CC MIS Installation and Maintenance Local partitions...
Page 236: Static Lan Terminals
Local partitions Static LAN Terminals Each partition can have a set of datafilled LAN IP addresses that are connected as supervisor stations for that partition. Use the Static LAN Terminals screen to enter these IP addresses. The following limitations apply to the Static LAN Terminals screen: Two partitions cannot share the same IP address.
Page 237 2 Select the static LAN terminal you want to delete, and then press the Delete function key. 3 Press the Commands function key, and then select the Save and Exit option to delete the terminal. CC MIS Installation and Maintenance Deleting static LAN terminals Local partitions...
Page 238: Master Supervisor Privileges
Local partitions Master supervisor privileges Use the master supervisors privilege definition to disable supervisor privileges on a partition. (The definition default setting enables all privileges.) If a supervisor privilege is disabled in the master privilege definition for the partition, that privilege is disabled for all supervisors in that partition.
Page 239 Display Privileges (see page 240) Report Privileges (see page 241) Configuration Control Privileges (see page 242) Supervisor Privileges (see page 243) Administration Privileges (see page 244) Data Access Privileges (see page 245) Supervisor Overrides (see page 246) CC MIS Installation and Maintenance Local partitions...
Page 240: Display Privileges
Local partitions Display Privileges Figure 68 shows the Display Privileges screen. The commands available in this screen are Exit and Save and Exit. The values for each option on this screen are Yes and No. Note: The Alarms privilege appears when the SNMP option is enabled for the partition.
Page 241: Report Privileges
Figure 69 shows the Report Privileges screen. The commands available in this screen are Exit and Save and Exit. The values for each option on this screen are Yes and No. Figure 69: Report Privileges screen CC MIS Installation and Maintenance Local partitions...
Page 242: Configuration Control Privileges
Local partitions Configuration control privileges Figure 70 shows the Config Control Privileges screen. The commands available in this screen are Exit and Save and Exit. The values for each option on this screen are Yes and No. Figure 70: Configuration Control Privileges screen Call Center Management Information System Standard 2.0...
Page 243: Supervisor Privileges
Figure 71 shows the Supervisor Privileges screen. The commands available in this screen are Exit and Save and Exit. The values for each option on this screen are Yes and No. Figure 71: Supervisor Privileges screen CC MIS Installation and Maintenance Local partitions...
Page 244: Administration Privileges
Local partitions Administration privileges Figure 72 shows the Administration Privileges screen. The commands available in this screen are Exit and Save and Exit. The values for each option on this screen are Yes and No. Figure 72: Administration Privileges screen Call Center Management Information System Standard 2.0...
Page 245 Figure 73 shows the Data Access Privileges screen. The commands available in this screen are Exit and Save and Exit. The values for each option on this screen are Yes and No. Figure 73: Data Access Privilege screen CC MIS Installation and Maintenance Local partitions...
Page 246 Yes and No. Supervisor IDs must first be defined in Supervisor Definition (in the CC MIS Supervisor Interface) for them to appear on the Supervisor Overrides screen. This screen displays all supervisors that are currently defined.
Page 247 Table 25 lists the field descriptions for the Supervisor Overrides screen. Table 25: Supervisor Overrides field descriptions Field Supervisor Name Master Override CC MIS Installation and Maintenance Description The name of the supervisor (as defined in the definitions database). The ID of the supervisor (as defined in the definitions database).
Page 248: Partition Startup And Shutdown
Local partitions Partition startup and shutdown You can use the following two screens to change the status of a partition: Partition Startup and Shutdown (see Figure 75 on page 248) Partition Configuration (see Figure 76 on page 249) You can change the state of a partition by specifying either Running or Stopped.
Page 249 5 Press the Options function key to display the Options menu. 6 Select the required state (Running or Stopped) for the partition. 7 If the CC MIS partition is running, the system prompts for confirmation before changing the state of the partition to stopped (see Figure 77 on page 250).
Page 250 Local partitions Figure 77: Confirmation before stopping a partition Figure 78: Confirmation before starting a partition Call Center Management Information System Standard 2.0...
Page 251: Networked Cc Mis
Virtual network configuration....... . . 271 CC MIS Installation and Maintenance...
Page 252: Introduction
Introduction This chapter presents information about how to configure components for a CC MIS network. To establish a network, the Networking feature must be enabled in your license keycode. CC MIS allows separate CC MIS systems to be networked. Supervisors can view or consolidate real-time or historical data from one or more local partitions in the network.
Page 253: Key Terms
May 2007 Key terms Table 26 defines the terms used throughout this chapter. Table 26: Terms used in networked CC MIS (Part 1 of 2) Term Network access partition (NAP) Local partition Network Physical network Virtual network CC MIS Installation and Maintenance...
Page 254 Networked CC MIS Table 26: Terms used in networked CC MIS (Part 2 of 2) Term Network node Physical node Virtual node System (node) Definition A physical node with networked CC MIS capabilities. A physical CC MIS system. A partition in a CC MIS virtual network. This is a local partition.
Page 255: Overview Of A Network
Overview of a network Figure 80 depicts an application of the Networking CC MIS feature. The four nodes each run separate CC MIS systems with one or more partitions defined. Three supervisors (supervisors A, B, and D) have a direct connection to a NAP and one supervisor (supervisor C) connects only to a local partition.
Page 256: Steps For Establishing A Network
Steps for establishing a network Use the following basic steps to establish a network: 1. Ensure that the Network feature for the CC MIS system is enabled. Note: This feature is enabled by the keycode entered into the system. The two customer options that enable this feature are Networking and Maximum NAPs.
Page 257 May 2007 The Configuration menu contains the commands needed to establish a network. Figure 81 shows the Configuration menu. Figure 81: Configuration menu CC MIS Installation and Maintenance Networked CC MIS...
Page 258: System Configuration
See Procedure 10 on page 135 to access the System Configuration screen. You can secure a networked CC MIS by using a network name. The Network Name field in the System Configuration screen supports the definition and security of the network.
Page 259: Physical Network Configuration
May 2007 Physical network configuration Various components of CC MIS need to know the node ID and address (IP address or host name) of CC MIS systems within the physical network. Nodes that have NAP partitions that gather information from other nodes must use this screen to specify the addresses of those nodes in the physical network configuration.
Page 260 Networked CC MIS Figure 82: Physical Network Configuration screen The local node (Node ID 0) is listed as part of the physical network configuration. Initially, the node name and address are collected by the system configuration. (The address field cannot be changed.) Note: When the system is down, the System Down text string appears in the upper-left corner of the screen.
Page 261 A descriptive name for the node. This name is not associated with the System Name in the System Configuration screen. A one- to two-digit ID that CC MIS uses to identify a physical node on the network. This ID is assigned by the system and cannot be modified.
Page 262 Networked CC MIS Table 28: Physical Network configuration function keys (Part 2 of 2) Delete Node Description Deletes a node from the physical network. Displays a list of physical nodes from which you select a node to delete. A confirmation screen appears before the selected node is deleted.
Page 263 4 Select the Submit option to add the node or select Cancel to cancel the add action. Figure 84 on page 264 shows the Add Node Commands menu. CC MIS Installation and Maintenance Adding a node to the physical network Networked CC MIS...
Page 264 Networked CC MIS Figure 84: Add Node Commands menu Table 29 lists the commands in the Add Node Commands menu. Table 29: Add Node commands Command Cancel Submit Description Cancels the Add Node procedure. Submits and adds the node to the physical network configuration with the entered name and address, and then exits the Add Node procedure.
Page 265 Figure 85: Delete node menu 2 Select the node to delete from the list of nodes. ATTENTION CC MIS Installation and Maintenance Deleting a node from the physical network The following issues concern the deletion of a physical node: You cannot delete a physical node if it is still referenced in a virtual network configuration (on this system).
Page 266: Partition Configuration
NAPs do not receive data from the switch, do not store data, and therefore, do not require any data storage parameters. You must define a NAP to access network CC MIS data. You can add NAPs only to a network node. This chapter describes the process for defining NAPs and establishing networks.
Page 267 Table 30: Function key commands Exit Add Partition Delete Partition CC MIS Installation and Maintenance Description Exits the current screen. Adds a partition. A window appears in which you can select the partition type (Local or NAP) and enter the partition name.
Page 268 Networked CC MIS Figure 87 shows the Partition Configuration screen with the Add Partition window and Partition Type pop-up menu. Figure 87: Add Partition options menu Note: Select Local or NAP partition type from the pop-up menu. If the limits for both partition types are reached, the Add Partition function key does not appear on the screen.
Page 269 2 Type c to access the Configuration main menu. The system displays the Configuration main menu. 3 Select Get Access Update Rights to switch to Updates Allowed mode. CC MIS Installation and Maintenance Description Cancels the Add Partition procedure. Adds the partition to the Partition Configuration screen and exits the Add Partition procedure.
Page 270 Networked CC MIS 4 Select Partition Configuration. The system displays the Partition Configuration screen. 5 Press the Add Partition function key. 6 Press the Options functions key to display the Local/NAP pop-up menu and select NAP as the Partition Type.
Page 271: Virtual Network Configuration
NAP partition. These partitions comprise the virtual network with which the NAP is associated. Figure 89 shows the Virtual Network Configuration screen. Figure 89: Virtual Network Configuration screen CC MIS Installation and Maintenance Networked CC MIS...
Page 272 Networked CC MIS Table 32 describes the fields on the Virtual Network Configuration screen. Table 32: Virtual Network Configuration field descriptions Field Physical Node Name Physical Node ID Local Partition Name Local Partition ID Partition Code Table 33 describes the function keys on the Virtual Network Configuration screen.
Page 273 Delete Partition Figure 90 shows the Add which partition to network menu. Figure 90: Add which partition to network menu CC MIS Installation and Maintenance Description Deletes a partition from the virtual network. This command displays a list of Physical Node/Local Partition pairs from which to select a partition to delete.
Page 274 Networked CC MIS Figure 91 shows the Delete which partition from network menu. Figure 91: Delete which partition from network menu Call Center Management Information System Standard 2.0...
Page 275 May 2007 Figure 92 shows the Confirmation pop-up menu for the partition to delete. Figure 92: Delete partition from network confirmation pop-up CC MIS Installation and Maintenance Networked CC MIS...
Page 276 Networked CC MIS Deleting a partition When you delete a partition in a network, you do not delete occurrences of that partition in the virtual network configuration on other nodes in the network or on the NAPs on the local node.
Page 277: Monitoring System Functions
Physical Network Login........319 CC MIS Installation and Maintenance...
Page 278: Introduction
2 Type d to access the Diagnostics screen. The system displays the Diagnostics screen (see Figure 93). Note: The screen shown in Figure 93 appears when CC MIS is running and when you are not dialed in remotely. Figure 93:...
Page 279: Logs
May 2007 Logs The CC MIS system keeps many log files, which are available through the Diagnostics > Logs screen. CC MIS maintains the following log types: System log—This log contains log messages generated by the CC MIS system. It contains informational and system error logs.
Page 280 Monitoring system functions Figure 94: System Logs screen 5 Select a log file and press <enter>. The choices are: System log Maintenance log Install log Backup log Restore log Import log Call Center Management Information System Standard 2.0...
Page 281 Start Time and Date The starting range (date and time) for the log End Time and Date The end range (date and time) for the log messages. CC MIS Installation and Maintenance Description Displays the name of the selected log file.
Page 282: Viewing A Log
Monitoring system functions Viewing a log You can use the Commands menu to view the selected log file. For the system log, you can enter a date and time to view only those logs within the specified time range. You can also select specific partitions or all partitions. Perform the steps Procedure 48 to view a log.
Page 283 Search initiates the search with the parameters that you specified. After a search is complete, the Search Again key is activated in the log viewer screen. This option allows you to continue the previously performed search. CC MIS Installation and Maintenance Monitoring system functions...
Page 284: Monitoring A Log
Maintenance Log. It is not available for the Install, Backup, Restore, or Import logs. If the CC MIS system discontinues logging due to file size restrictions, you can use this command to view the log messages that are generated but not logged in the system log.
Page 285: Printing A Log
6 Press the Commands function key. The system displays the commands available for selection. 7 Select the Print command and press <enter>. The system sends the selected log to the default system printer. CC MIS Installation and Maintenance Printing a log Monitoring system functions...
Page 286 Monitoring system functions Canceling the log printout The Cancel Printing command cancels a previously requested log printout. Perform the steps in Procedure 51 to cancel a log printout. Procedure 51: 1 Access the Maintenance and Administration main menu. 2 Type d to access the Diagnostics screen. The system displays the Diagnostics screen.
Page 287: View System Monitor
You can select how often the System Monitor updates its real-time information from the Commands menu. Valid refresh rates are 1 to 60 seconds in 1-second increments. The default is 5 seconds. CC MIS Installation and Maintenance Monitoring system functions...
Page 288: Program Status
Monitoring system functions Program status The Program Status screen appears by default when you select the View System Monitor command on the Diagnostics screen (see Figure 95). Use Procedure 52 to view the System Monitor. Procedure 52: screen 1 Access the Maintenance and Administration main menu. 2 Type d to access the Diagnostics screen.
Page 289 Table 35: Program Status screen fields (Part 1 of 3) Parameter Program Name Flags CC MIS Installation and Maintenance Description The name of the program. Class S represents static (meaning that the program never goes away) and class T represents transient (meaning the program appears only when requested).
Page 290 Ready—Ready to run Init—Initialized KillP—Kill is pending Dying—System is killing program The CC MIS supervisor ID of the user using the program. The ID assigned to each program. The format is <partition ID>.<process ID> The service ID of the program requesting this program.
Page 291 Lower portion of screen Partition Type Start Prio Transient Class Args CC MIS Installation and Maintenance Description The priority at which the program is running. The format is <priority type> <priority number>. Valid priority types are TS (time share) and RT (real- time).
Page 292: Lock Status
Monitoring system functions Lock Status You select the Lock Status option from the Commands menu. The System Monitor screen is redrawn to display the lock status (see Figure 96). Figure 96: Lock Status screen Table 36 defines the Lock Status screen fields. Table 36: Lock Status screen fields (Part 1 of 2) Parameter...
Page 293 May 2007 Table 36: Lock Status screen fields (Part 2 of 2) Parameter Status CC MIS Installation and Maintenance Description Current status states are: Unlocked Shared Exclusive Number of locks granted. Number of programs waiting for a lock on that resource.
Page 294: Partition Status
Monitoring system functions Partition status When you select the Partition Status option from the Commands menu, the System Monitor screen is redrawn to display the partition status (see Figure 97). Figure 97: Partition Status screen Table 37 defines the Partition Status screen fields. Table 37: Partition Status screen fields (Part 1 of 3) Parameter...
Page 295 CPU % Transient Program Class Information Class Limit Active CC MIS Installation and Maintenance Description Numeric ID of the partition. ID of the parent partition of the partition. Three status states are: Active—Online and working Ready— Stopped or not yet started Dying—In process of being shut down or deleted...
Page 296 Monitoring system functions Table 37: Partition Status screen fields (Part 3 of 3) Parameter Environment window Description When a partition is selected, additional information concerning the partition appears in the lower portion of the screen when you select the Environment function key.
Page 297 Parameter Port ID Function Status Connects CC MIS Installation and Maintenance Description The protocol and port number of the IP port. A brief functional description of the port. If tthe system has opened the port, the status displays Active. Otherwise the status field is blank.
Page 298 Monitoring system functions Table 38: IP Port Status screen fields (Part 2 of 2) Parameter Bad Addr Bad State > Limit Description The number of connection attempts on the port from unconfigured PCs. The number of invalid connection attempts that failed because the partition the user was attempting to connect to was down.
Page 299: Cpu Utilization
Table 39: CPU Utilization screen fields (Part 1 of 2) Parameter Program Name Service ID CC MIS Installation and Maintenance Monitoring system functions Description The name of the program. The ID assigned to each program. The format is <partition ID>.<process ID>.
Page 300 300). The lower portion of the screen displays the CPU Time and Percentage Utilization values for the entire CC MIS system. The Reset averages key resets the PERIOD counter and the AVG PERCENTAGE counter for the program the cursor is...
Page 301: Additional System Monitor Screens
The Physical Node Status and Virtual Node Status screens are available from the System Monitor Commands menu when the Networking feature is enabled. Physical Node Status Figure 100 shows the Physical Node Status screen. Figure 100: Physical Node Status screen CC MIS Installation and Maintenance Monitoring system functions...
Page 302: Virtual Node Status
Monitoring system functions Virtual Node Status Figure 100 shows the Virtual Node Status screen. This screen displays information concerning the partitions (virtual nodes) that are included in the network. Figure 101: Virtual Node Status screen Call Center Management Information System Standard 2.0...
Page 303: Trace Switch Link
Link Trace file. When Trace Switch Link is started and stopped, the on or off state is written to a file that CC MIS can check upon startup. If Trace Switch Link is on when CC MIS starts, the system can immediately begin the Trace Switch Link and the initialization data is captured and can be analyzed.
Page 304 Monitoring system functions Figure 102: CC MIS Link Trace screen Table 40 describes the menu options on the Link Trace screen. Table 40: Link Trace menu options (Part 1 of 2) Menu option Start Link Trace Stop Link Trace View Link Trace Descriptions This command starts the Link Trace.
Page 305 Trace Print Link Trace Print Translated Link Trace Select Different Link CC MIS Installation and Maintenance Descriptions This command displays the translated version of the Link Trace file. When you select this command, the Message Translator Filter screen appears (see Figure 108 on page 312).
Page 306 Monitoring system functions Figure 103 shows a sample Link Trace screen. A prompt appears at which you can specify the link number for which tracing is desired. Figure 103: Link Trace screen (multiple links) Note: The commands listed on the Link Trace screen relate to the link displayed in the title.
Page 307 May 2007 Figure 104: CC MIS Message Translator Filter screen When Link Trace translating is turned on, the hexadecimal notation in the Link Trace file is translated into a readable format. You can use the translated version of Link Trace if a protocol guide is not available to interpret the hexadecimal file.
Page 308 Translated Link Trace file example In Figure 105 on page 307 and Figure 106, messages marked by dsp are messages sent from the downstream processor (CC MIS) to the ACD host switch. Those marked with swx are messages sent from the ACD host switch to the downstream processor.
Page 309 Note: If Link Trace is on, the Link Trace screen displays the Stop Link Trace command instead of Start Link Trace. To stop the Link Trace after it is activated, press s and <enter> CC MIS Installation and Maintenance Starting and stopping a Link Trace Monitoring system functions...
Page 310: Viewing The Link Trace
Monitoring system functions Viewing the Link Trace Use the View Link Trace command to view the untranslated hexadecimal Link Trace file. Perform the steps in Procedure 55 to use the View Link Trace command. Note: The View Link Trace command is available only if a trace file exists. Procedure 55: 1 Access the Maintenance and Administration main menu.
Page 311: Viewing The Translated Link Trace
The system displays the Link Trace screen. 4 Type vt to view the translated Link Trace. The system displays the Message Translator Filter screen (see Figure 108 on page 312). CC MIS Installation and Maintenance Viewing a translated Link Trace file Monitoring system functions...
Page 312 Monitoring system functions Figure 108: Message Translator Filter screen 5 Type p to proceed with the View command. The system displays the Translated Trace file (see Figure 109). Figure 109: Translated Link Trace file Call Center Management Information System Standard 2.0...
Page 313: Using The Search Function
The Search screen (as shown in Figure 110) appears when you press the Search function key. Figure 110: Search screen To access instructions for using the Search function, press the Options function key. CC MIS Installation and Maintenance Monitoring system functions...
Page 314 Monitoring system functions Standard 2.0 Figure 111: Search options pop-up Call Center Management Information System...
Page 315 The system displays the Link Trace screen. 4 Type p to access the Print Link Trace. The system sends the current Link Trace file to the system default printer. CC MIS Installation and Maintenance Printing a Link Trace file Monitoring system functions...
Page 316: Printing The Translated Link Trace
Monitoring system functions Printing the translated Link Trace Use the Print Translated Link Trace command to print the translated Link Trace file, rather than the untranslated hexadecimal file. Note: This command is available only if a Link Trace file exists and the system default printer is configured.
Page 317 3 Type t to access the Link Trace screen. The system displays the Link Trace screen. 4 Press c and <Return>. The system cancels the current Link Trace print job. CC MIS Installation and Maintenance Cancelling Link Trace printing Monitoring system functions...
Page 318 Monitoring system functions Selecting a different Link Use the Select Different Link command to select a different link for the trace commands. Perform the steps in Procedure 60 to use the Select Different Link command. Procedure 60: 1 Access the Maintenance and Administration main menu. 2 Type d to access the Diagnostics screen.
Page 319: Physical Network Login
The system displays the Diagnostics screen. 3 Type p to access the Physical Network Login screen. The system displays the Physical Network Login screen (see Figure 113). Figure 113: Physical Network Login screen CC MIS Installation and Maintenance Physical Network Login screen Monitoring system functions...
Page 320 Monitoring system functions 4 To log on to a physical node in the network, use the arrow keys to select the appropriate node, and then press the Commands function key. A commands menu appears, from which you can exit or log on through Telnet (see Figure 114).
Page 321 May 2007 Figure 115: Login prompt 6 Enter your logon information. CC MIS Installation and Maintenance Monitoring system functions...
Page 322 Monitoring system functions Standard 2.0 Call Center Management Information System...
Page 323: Switch Configuration Data Updates
Introduction ..........324 Accessing the Update Switch Configuration Data screen... 325 CC MIS Installation and Maintenance...
Page 324: Introduction
ACD configuration data received from the switch. This function causes the CC MIS system to request that the switch resend all initialization data for a selected link to the CC MIS system. This command is useful for updating the CC MIS ACD configuration information after you add or delete ACD groups, positions, or subgroups on the switch.
Page 325: Accessing The Update Switch Configuration Data Screen
(or type q to quit without running the update). Figure 117 on page 326 shows an example of the prompt for a single link. CC MIS Installation and Maintenance Accessing the Update Switch Configuration Data screen Switch configuration data updates...
Page 326 Switch configuration data updates For multiple links, enter the link number of the link to update (or type q to quit without running the update). Figure 118 shows an example of the prompt for multiple links Note: Reinitialization of a link affects only partitions using that link. Figure 117: Update Switch Configuration screen (single link) Figure 118:...
Page 327: Snmp Mib Transfer
Introduction ..........328 Accessing the SNMP Transfer screen......329 CC MIS Installation and Maintenance...
Page 328: Introduction
SNMP MIB transfer Introduction You can use the Transfer SNMP MIB Definitions command on the System Upgrade Utility menu to transfer the CC MIS System MIB and CC MIS Partition MIB definition files to selected Network Management Systems (NMS). Note: The Transfer SNMP MIB Definitions command appears on this menu only when the SNMP option is enabled for the system.
Page 329: Accessing The Snmp Transfer Screen
Figure 119: System Upgrade Utilities menu 3 Type t to select the Transfer SNMP MIB Definitions command. The SNMP MIB Transfer Definition screen appears (see Figure 120). CC MIS Installation and Maintenance Accessing the SNMP Transfer screen SNMP MIB transfer...
Page 330 MIBs to be transferred: You can transfer just the system MIB, just the partition MIB, or both. (If you select the partition MIB, one MIB file is transferred for each partition defined on the CC MIS system.) b. IP address: The IP address of the computer to which the files are transferred.
Page 331 May 2007 SNMP MIB transfer Figure 121: Sample SNMP transfer session CC MIS Installation and Maintenance...
Page 332 SNMP MIB transfer Standard 2.0 Call Center Management Information System...
Page 333: Switch Link Datafill Requirements
Standard datafill example ........344 CC MIS Installation and Maintenance...
Page 334: Introduction
Switch link datafill requirements Introduction This appendix outlines the switch datafill required to properly configure a data link to the CC MIS system. Call Center Management Information System Standard 2.0...
Page 335: Office Parameters
May 2007 Office parameters The following office parameters can affect CC MIS data links to the switch: NOP_USERID_SECURITY_ACCESS — Table OFCENG This parameter configures restricted access to the switch by user ID. By default, this parameter is set to N. Set this field to Y to restrict access to the switch, and then configure the following: 1.
Page 336: Data Link Datafill
Data link datafill This section describes the standard datafill requirements on the switch for an ACDMIS data link to CC MIS. The majority of the datafill is the same regardless of the type of switch equipment that is used to make the connection (that is, Enhanced Multi- Protocol Controller [EMPC] card or Input/Output Module [IOM]).
Page 337 May 2007 Table 41: Data link datafill (Part 2 of 8) Switch Table MPCLINK CC MIS Installation and Maintenance Field Value 1X89BB FX30AA DLDFILE MPCnnnxx IOM$LOAD The download file for IOM LINKKEY MPCNO LINKNO LINKALM Switch link datafill requirements Description...
Page 338 Switch link datafill requirements Table 41: Data link datafill (Part 3 of 8) Switch Table Field Value PRTCLDAT X2584 LINKNABL CONVNABL L2WINDOW L3DATA P256 NODETYPE CLKSRCE EXTERNAL Specifies that external SVCS2WAY Call Center Management Information System Standard 2.0 Description Specifies the 1984 version of the X.25 standard.
Page 339 May 2007 Table 41: Data link datafill (Part 4 of 8) Switch Table CC MIS Installation and Maintenance Field Value ELECSPEC RS232 or T1_10MS T2_10MS L3WINDOW THRUPUT T48000 L3ACK SVCDNA nnnnnnnn Switch link datafill requirements Description Specifies the connection to use.
Page 340 Switch link datafill requirements Table 41: Data link datafill (Part 5 of 8) Switch Table GDLADEV NOPADDR Field Value APPLN DEVICE INDEX UNIT LINK nnnnnnnn ADDRESS PROTOCOL 0 0 0 0 Call Center Management Information System Standard 2.0 Description Specifies that NOP is used as the data transfer application.
Page 341 May 2007 Table 41: Data link datafill (Part 6 of 8) Switch Table NOPAPPLN DNAKEY CC MIS Installation and Maintenance Field Value xxxxxxxx APPLNS ALL or ONLY APPLICATION_ ACDMIS_ APPL Switch link datafill requirements Description The Data Network Address. The address must...
Page 342 Standard 2.0 Description The ACD pool name. The name must match the value that is configured on the CC MIS for the switch link. The ACD pool password. The password must match the value that is configured on the CC MIS for the switch link.
Page 343 May 2007 Table 41: Data link datafill (Part 8 of 8) Switch Table ACDMISSP CC MIS Installation and Maintenance Field Value SUBPOOL xxxxxxxx xxxxxxxx PASSWORD POOL xxxxxxxx Switch link datafill requirements Description The ACD subpool name. The name must match the value that is configured on the CC MIS.
Page 344: Standard Datafill Example
This configuration set should ensure that a valid set of parameters exists on the switch for operation with CC MIS. Some of the link tables (that is, MPC and MPCLINK) vary from switch to switch depending site-specific configuration.
Page 345 LINKKEY MPCNO LINKNO LINKALM PRTCLDAT LINKNABL CONVNABL L2WINDOW L3DATA CC MIS Installation and Maintenance Switch link datafill requirements Value Description The MPC number and the link number. The number assigned to the MPC card. This number must match the number assigned in the MPC table.
Page 346 Switch link datafill requirements Table 42: Data link datafill example (Part 3 of 7) Switch Table Field NODETYPE CLKSRCE SVCS2WAY ELECSPEC T1_10MS T2_10MS T4_S T3_S L3WINDOW THRUPUT Value Description Specifies the datalink to act as a DTE. EXTERNAL Specifies that external clocking is used.
Page 347 Data link datafill example (Part 4 of 7) Switch Table Field L3ACK SVCDNA GDLADEV APPLN DEVICE CC MIS Installation and Maintenance Switch link datafill requirements Value Description Specifies the Level 3 Ack timer is10. 23456789 Specify an eight digit X.121 address for this datalink.
Page 348 Switch link datafill requirements Table 42: Data link datafill example (Part 5 of 7) Switch Table Field NOPADDR INDEX UNIT LINK ADDRESS PROTOCOL Value Description Assign the identify the ACD MIS data link from which the switch receives data. Specify the MPC number previously assigned in the MPC table.
Page 349 Field NOPAPPLN DNAKEY APPLNS APPLICATION_ ACDMISPL POOL PASSWORD PROTOCOL OUTEVENT BUNDLING CC MIS Installation and Maintenance Switch link datafill requirements Value Description 98765432 The Data Network Address. Must be the same as what was previously defined in the NOPADDR table.
Page 350 Switch link datafill requirements Table 42: Data link datafill example (Part 7 of 7) Switch Table Field ACDMISSP SUBPOOL PASSWORD POOL Value Description ACDSUB1 The ACD subpool name. ACDACD The ACD subpool password. ACDPOOL1 Set the ACD pool. Call Center Management Information System Standard 2.0...
Page 351: Tcp/X.25 Bridge Devices
TCP/X.25 bridge solutions ........353 CC MIS Installation and Maintenance...
Page 352: Introduction
TCP/X.25 bridge devices Introduction Where X.25 switch connectivity is required, you must use a TCP/IP bridge device, configured to bridge between an IP connection from the CC MIS server to an X.25 connection to the switch (see Figure 122). Figure 122: DMS-100 This appendix provides recommended solutions for the TCP/X.25 bridge...
Page 353: Tcp/X.25 Bridge Solutions
Nortel ARN The Nortel Advanced Remote Node (ARN) is legacy equipment that you can use to provide the IP to X.25 bridge between the CC MIS server and the DMS-ACD. The Nortel ARN retires August, 2007. For more information about installing and configuring the ARN, see Appendix C, “TCP/IP switch links using ARN.”...
Page 354 TCP/X.25 bridge devices Standard 2.0 Call Center Management Information System...
Page 355: Tcp/Ip Switch Links Using Arn
Configuring an X.25 link on the ARN ......396 CC MIS TCP/IP switch link configuration ..... . . 422 Postinstallation activities .
Page 356: Introduction
Remote Node (ARN) router to provide X.25 connectivity to the DMS switch from the Ethernet interface on a CC MIS server. The ARN can be used with CC MIS Software Release 5.1 and later. As of June 30, 2007, the ARN portfolio, along with the associated hardware and cables, is no longer orderable as part of a CC MIS solution.
Page 357: Regional Requirements
Shielded-compliant cables must be used with this unit to ensure compliance with the Class A limits. CC MIS Installation and Maintenance TCP/IP switch links using ARN...
Page 358 TCP/IP switch links using ARN European requirements only EN 55 022 Declaration of Conformance This is to certify that the Bay Networks products in this book are shielded against the generation of radio interference in accordance with the application of Council Directive 89/336/EEC, Article 4a. Conformity is declared by the application of EN 55 022:1987 Class A (CISPR 22:1985/BS 6527:1988).
Page 359: Purpose
Nortel Advanced Remote Node router (formerly known as BayStack ARN) as an X.25 protocol converter. This protocol conversion allows the CC MIS server to communicate with the DMS switch using the native Ethernet interface on the server, rather than using an integrated X.25 communications module.
Page 360: Feature Definition
The existing dedicated X.25 links are still required. However, the new router can be co-located with the DMS, allowing for the elimination of the data communication equipment (such as modems and DSUs) required due to the distance between the DMS and CC MIS server. Call Center Management Information System Standard 2.0...
Page 361 A0540168 Table 44 on page 362 CV0004001 CV0004011 CC MIS Installation and Maintenance CC MIS ARN package, consisting of: CV1001014 ARN 10/100M-TX UTP Base Unit (16M DRAM) CV0008094-15.5 ARN IP Access Suite (16M PC card) AP0000023-15.5 Site Manager 15.5 CD-ROM...
Page 362 TCP/IP switch links using ARN Table 44: Power cords Part number AA0020023 AA0020007 AA0020019 AA0020021 Note: Other regional power cords are available. Table 45: 44-Pin serial cables (Part 1 of 2) Part number DCE Cables (Direct Connection to Switch) AA0018064 (7943) AA0018068 (7944)
Page 363 Note: A gender changer adaptor can be used if the opposite gender connector is required. Table 46: Field Replacement components Part number CV0011001 CV0011011 CC MIS Installation and Maintenance Description Notes Male RS-232 For an RS-232 connection to a Standard DTE synchronous modem.
Page 364: Before You Begin
TCP/IP switch links using ARN Before you begin Before you use this appendix, you must coordinate with the CC MIS administrator and the network administrator for the site at which you are installing the router. You must do the following: Assign an IP address (and subnet mask) to the router.
Page 365: Installing The Advanced Remote Node (Arn)
One cable kit (Order No. 110310) for connecting an optional local console or modem. The console/modem cable kit contains one 15-ft AT standard molded serial cable (with DB-9 receptacle to DB-25 plug CC MIS Installation and Maintenance TCP/IP switch links using ARN...
Page 366 TCP/IP switch links using ARN connectors) and one null modem crossover adapter (with DB-25 to DB- 25 receptacle connectors). Two flange brackets and eight #6 flathead screws. Four #10 cagenut screws and washers for rack-mounting the ARN. Four rubber feet (for table-top operation). Figure 123: Accessories in the ARN shipping container Call Center Management Information System...
Page 367 19 in. (48.26 cm) and depth of 24 in. (60.96 cm) If the rack does not have threaded rail holes, you must use cagenuts (see Figure 123 on page 366) with the cagenut screws. CC MIS Installation and Maintenance TCP/IP switch links using ARN...
Page 368 ARN and any cables that you connect Nortel recommends that you place the self-adhesive, rubber feet on the bottom of the ARN chassis (shipped with the ARN). These feet not only protect the surface on which you position the ARN, they provide added friction against the weight of any cables that you attach to the device.
Page 369 ARN (see Figure 124 on page 370). b. Insert a #6 flathead screw through each hole and into the ARN. c. Tighten the four screws with a Phillips screwdriver. CC MIS Installation and Maintenance Rack-mounting the ARN TCP/IP switch links using ARN...
Page 370 TCP/IP switch links using ARN Standard 2.0 Figure 124: Attaching flange brackets to rack-mount the ARN Call Center Management Information System...
Page 371 Installing the ARN in an electronic enclosure rack 3 Insert a cagenut screw through each bracket hole and into the corresponding holes in the rack. 4 Tighten each cagenut screw with a Phillips screwdriver. CC MIS Installation and Maintenance TCP/IP switch links using ARN...
Page 372 Figure 126: Connecting a console cable To connect a PC running terminal emulation software or a terminal to the console port, the following equipment is required: A serial cable with a female DB9 connector for the ARN end and an appropriate connector on the PC or terminal end depending on the requirements of the PC (or terminal).
Page 373 Procedure 66 on page 374. To connect an Ethernet AUI transceiver cable to a 10Base-T interface, use Procedure 67 on page 375. CC MIS Installation and Maintenance Connecting the PC (or terminal) to the management console TCP/IP switch links using ARN...
Page 374 TCP/IP switch links using ARN Procedure 66: ATTENTION 1 Connect an Ethernet AUI drop cable to the interface labeled AUI (see Figure 127). 2 Secure the AUI cable using the slide lock on the interface. 3 Connect the other end of the cable to an Ethernet transceiver. Figure 127: Connecting an AUI cable Connecting an AUI Interface...
Page 375 The serial interfaces on an ARN expansion module are labeled COM or COM3, COM4, COM5, and so on (see Figure 129). The 44- or 50-pin connector is attached to the interface. CC MIS Installation and Maintenance Connecting a 10Base-T Interface Connecting to a serial interface...
Page 376 TCP/IP switch links using ARN Figure 129: Connecting serial cables to an expansion module 3 Secure the cable to the interface using the capture screws on the cable. 4 Connect the 25-pin connector of each cable to the existing X.25 link. Connecting the power cable Use the steps in Procedure 69 to connect the power cable.
Page 377 NVFS automatically removes access to the card. When you insert and format a card or insert an already formatted card, the NVFS automatically provides access. Figure 131: Flash memory card CC MIS Installation and Maintenance TCP/IP switch links using ARN...
Page 378 3 Gently push the card until it fits snugly into place. Note: If the card is new and you did not obtain it from Nortel, you must format the card before you write to it. You can format the card using Site Manager or the format command available with the Bay Networks Technician Interface.
Page 379: Configuring The Ethernet Link On The Arn
After you complete the procedures in this section, the router can communicate with the network management station over the IP network. You are then ready to install the Site Manager software, as described in the next section. Each procedure step requires you to do one of the following things: Enter a number that corresponds to a selection.
Page 380 TCP/IP switch links using ARN Logging on to the Technician Interface When you connect to a Nortel router and establish a terminal session, the Technician Interface Login prompt appears. The Technician Interface is a command line interface provided with every Nortel router.
Page 381 IP address of initial IP network interface Subnet mask of initial IP network interface IP address of Site Manager workstation Do you wish to continue? (y/n)[y]: CC MIS Installation and Maintenance TCP/IP switch links using ARN For Example: Ethernet XCVR1 192.32.10.189 255.255.255.0 192.32.10.100...
Page 382 TCP/IP switch links using ARN Select the module number that has the Ethernet port Module Enter the module number [1]: Configure RMON data collection Enable the RMON Data Collection Module? [y]: n <return> Enter the circuit name Recommended Circuit Name: E11 Enter circuit name [E11]: <return>...
Page 383 Follow the default route for unknown subnets? (y/n)[n]: y <return> Are the values specified correct? (y/n)[n]: y <return> Answer y if the values scrolled across the screen are correct. Answer n if the values are incorrect. CC MIS Installation and Maintenance TCP/IP switch links using ARN...
Page 384 TCP/IP switch links using ARN Configuring IP routing using RIP Is the router connected to the same local area network as the Site Manager workstation? (y/n)[n]: n <return> IP Routing Protocol Configuration Menu -------------------------------------- 1. RIP 2. OSPF 3. Static Route to Site Manager. Enter Routing Protocol Number [1]: 1 <return>...
Page 385 <return> Note: For security reasons, do not leave as public. Disable the TFTP server To improve security, Nortel recommends that you do not enable the TFTP server. Do you want to enable TFTP? (y/n)[n]: n <return> Disable the FTP server To improve security, Nortel recommends that you do not enable the FTP server.
Page 386 TCP/IP switch links using ARN Disable the HTTP (Web) server To improve security, Nortel recommends that you do not enable the HTTP server. Do you want to enable the HTTP (Web) server? (y/n)[n]: n <return> Save the configuration file Configuration Summary...
Page 387: Site Manager
Note: If the router can ping itself but not the Site Manager, go through the configuration once again, this time using a static route instead of the RIP routing protocol. CC MIS Installation and Maintenance TCP/IP switch links using ARN...
Page 388: Installing Site Manager
ARN, the firewall must be configured to pass the SNMP protocol or Site Manager cannot communicate with the ARN. Before it can operate, the ARN hardware must boot a software image. The software image is a group of executable files that operate the protocols that the network requires.
Page 389 BayRS Release Notes and Site Manager Release Notes Read Me First (if applicable) Task Map BCC Quick Reference Known Anomalies Document Change Notice (DCN) (if applicable) BayRS and Site Manager Software Installation CC MIS Installation and Maintenance TCP/IP switch links using ARN...
Page 390 Site Manager is a graphical user interface (GUI) for performing router configuration and management over an IP network. To run Site Manager Version 15.xx, the PC on which it is installed must meet the hardware and software requirements listed in Table 48. Table 48: Site Manager system requirements...
Page 391 Choose Control Panel > Network > TCP/IP > Properties to display the TCP/IP properties menu, which contains tabs for the following information: IP address WINS configuration Gateway Bindings Advanced CC MIS Installation and Maintenance TCP/IP switch links using ARN...
Page 392 TCP/IP switch links using ARN DNS configuration See your Windows 98 Help or documentation for information about setting the parameters in these windows. Testing TCP/IP Before installing Site Manager, use Procedure 73 to send a ping request to the router to ensure that your computer TCP/IP function is running. Procedure 73: 1 From the Start menu, choose Programs >...
Page 393 May 2007 Loading and starting Site Manager ATTENTION To install the Nortel Site Manager software from a CD, use the steps in Procedure 74 Procedure 74: 1 Insert the Nortel Site Manager CD into your CD-ROM drive. 2 Select Start > Run to access the Run window.
Page 394 TCP/IP switch links using ARN 6 Enter the name of the directory in which to install Site Manager, or accept the default directory (C:\WF). The Site Manager files are installed in the chosen directory. When the installation is complete, the following prompt appears: Create Windows program group/items automatically? 7 To add Site Manager to the Start >...
Page 395 Site Manager window After you successfully install and start Site Manager, see Configuring and Managing Routers with Site Manager for more information. This document is available at the following Web site: http://www25.nortelnetworks.com/library/tpubs/nav/router/soft1420.htm CC MIS Installation and Maintenance TCP/IP switch links using ARN...
Page 396: Configuring An X.25 Link On The Arn
Configuring an X.25 link on the ARN This section describes the procedure for configuring an X.25 link on the ARN router. After the link is configured on the ARN, the CC MIS system can connect to the DMS switch through the ARN.
Page 397 2 In the Identity field, enter the SNMP community name you defined for the router in “SNMP community management” on page 385. 3 Accept the default values for the remaining fields in the window. CC MIS Installation and Maintenance Adding a router to Site Manager TCP/IP switch links using ARN...
Page 398 TCP/IP switch links using ARN 4 Click OK. Site Manager connects to the router and opens the main Site Manager window (see Figure 135 on page 398). It also adds the router IP address to the Well-Known Connections list on the main Site Manager window. Connecting to the router If the router you want to configure already appears in the Well-Known Connections list of the main Site Manager window (see Figure 135), click...
Page 399 Site Manager PC to transfer the configuration file to and from the router. Because many companies disable the TFTP protocol in their network because of its insecure nature, the Dynamic configuration option is a more universally available method. CC MIS Installation and Maintenance TCP/IP switch links using ARN...
Page 400 TCP/IP switch links using ARN The steps in “Configuring the Ethernet link on the ARN” on page 379 created a ccmis.cfg configuration file on the router, which the router should be running at this point if all the steps in this document were followed sequentially.
Page 401 Manager > Dynamic. The Configuration Manager window appears (see Figure 137). Use this window to change the configuration of the router. Figure 137: Configuration Manager window CC MIS Installation and Maintenance Changing the router configuration TCP/IP switch links using ARN...
Page 402 The Add Circuit window appears (see Figure 138 on page 402). This window provides a default name for the new circuit (for example, S11 for the COM1 port), which identifies the physical location of the port. Nortel recommends that you accept the default circuit name.
Page 403 The X25 Packet Config window appears (see Figure 140) with an initial set of parameters that must be configured before detailed configuration can be performed. Figure 140: Initial X25 Packet Config window CC MIS Installation and Maintenance TCP/IP switch links using ARN...
Page 404 TCP/IP switch links using ARN 4 In the PDN X.121/E.164 Address field, enter the eight-digit DNA of the switch. 5 Click Details to fill in the rest of the required X.25 packet parameters according to Table 49, “X.25 Packet Configuration Parameter Values,” on page 405.
Page 405 Channels Bidirectional SVC LCN Start Number of Outgoing SVC Channels 0 T1 Timer T2 Timer T3 Timer T4 Timer CC MIS Installation and Maintenance TCP/IP switch links using ARN Value Enable PDN_NETWORK <DNA from the switch> (set in initial window)
Page 406 TCP/IP switch links using ARN Table 49: X.25 Packet Configuration Parameter Values (Part 2 of 3) Parameter name Flow Control Negotiation Max Window Size Max Packet Length Tx/Rx Throughput Class Negotiation Throughput Class Negotiation Max Throughput Class Network User Identification Incoming Calls Accept Outgoing Calls Accept Fast Select Accept...
Page 407 9600 THRCLASS9600 19200 THRCLASS19200 56000 THRCLASS48K 6 Click OK. The X25 Service Configuration window appears (see Figure 142 on page 408). CC MIS Installation and Maintenance TCP/IP switch links using ARN Value BASIC BASIC DXE1984 NONE DISABLE 4096 Max throughput...
Page 408 TCP/IP switch links using ARN Figure 142: X25 Service Configuration window 7 Click Add. The X25 Service window appears (see Figure 143 on page 409). Call Center Management Information System Standard 2.0...
Page 409 Note: You must change parameter values shown in bold from the default values. Type Service VC Type 9 Click OK. The IPEX Mapping Table Configuration window appears (see Figure 144 on page 410). CC MIS Installation and Maintenance TCP/IP switch links using ARN Value IPEX...
Page 410 TCP/IP switch links using ARN Figure 144: IPEX Mapping Table Configuration window 10 Click Add. The IPEX Mapping Add window appears (see Figure 145). Figure 145: IPEX Mapping Add window Call Center Management Information System Standard 2.0...
Page 411 TCP Header Type 12 Click OK. The IPEX Mapping Parameters window appears (see Figure 146). Figure 146: IPEX Mapping Parameters window CC MIS Installation and Maintenance TCP/IP switch links using ARN Value GATEWAY <use the same circuit name from “Enter the circuit name”...
Page 412 14 Click OK. The IPEX Mapping Table Configuration window (see Figure 147 on page 413) reappears. Value <TCP port number that CC MIS will connect to> (must be in the range 12304 – 16399) <the DNA from the switch> <the same DNA from the switch>...
Page 413 Note: You must change parameter values shown in bold from the default values. Enable Source X.121 Address Destination X.121 Address Client Queue Size CC MIS Installation and Maintenance TCP/IP switch links using ARN Value Enable <DNA from switch> (set in previous step) <DNA from switch>...
Page 414 TCP/IP switch links using ARN Table 54: IPEX Mapping Table Configuration parameters Parameter name Note: You must change parameter values shown in bold from the default values. X.25 Call User Data Idle Session Timer Keep Alive Retransmit Timer Keep Alive Retransmit Count Header Type Translate Calling X.121 Address <leave blank>...
Page 415 Edit SYNC Parameters (Part 1 of 3) Parameter name Note: You must change parameter values shown in bold from the default values. Enable BOFL BOFL Timeout Promiscuous CC MIS Installation and Maintenance TCP/IP switch links using ARN Value ENABLE DISABLE 1024 DISABLE...
Page 416 TCP/IP switch links using ARN Table 55: Edit SYNC Parameters (Part 2 of 3) Parameter name Note: You must change parameter values shown in bold from the default values. Clock Source Internal Clock Speed External Clock Speed Signal Mode RTS Enable Service Min Frame Spacing Local Address...
Page 417 Internal Clock Speed External Clock Speed 20 Select LAPB. The Edit LAPB Parameters window appears (see Figure 150 on page 418). CC MIS Installation and Maintenance Value DISABLE SYNC Direct connection (ARN co-located with switch) INTERNAL 9600, 19200 or 56K...
Page 418 TCP/IP switch links using ARN Figure 150: Edit LAPB Parameters window 21 Configure the parameters in this window according to the following table. Table 57: Edit LAPB Parameters (Part 1 of 2) Parameter name Note: You must change parameter values shown in bold from the default values.
Page 419 24 Click OK in the warning dialog box that appears regarding overwriting an existing file. 25 Select File > Exit from the Configuration Manager menu. The router configuration process is now complete. CC MIS Installation and Maintenance TCP/IP switch links using ARN Value ACTIVE...
Page 420 TCP/IP switch links using ARN Activating the configuration To activate the new configuration, you must reboot the router. Procedure 80 boots the router using the new ccmis.cfg configuration file created previously, allowing the configuration to be tested before it is made permanent.
Page 421 (using Procedure 81). This allows the router to automatically boot with the new configuration in the event of a power failure. Make this change only after you complete the steps in “CC MIS TCP/IP switch link configuration” on page 422 and verify that the configuration is correct.
Page 422: Cc Mis Tcp/Ip Switch Link Configuration
TCP/IP switch links using ARN CC MIS TCP/IP switch link configuration DMS message bundling The DMS side of the link must be configured according to existing configuration guidelines with one important exception. Any link which is to be made using an ARN must have message bundling enabled on the switch side to achieve the proper performance levels.
Page 423 POOL2 NACDMIS POOL3 CCMIS CC MIS switch link definition Use the CC MIS Maintenance interface to enter the Switch Link Configuration screen (Configuration > Switch Link Configuration). Figure 152 shows the Configuration menu. Figure 152: CC MIS Configuration menu CC MIS Installation and Maintenance...
Page 424 ARN router should be established. To verify this, access the CC MIS system logs and look for informational logs that indicate that the CC MIS was able to connect to the switch. Sample logs are shown in the next section.
Page 425 May 2007 Sample CC MIS switch link connection logs CC MIS generates the following system logs when the link definition is successfully created and connection to the switch is established. EVENT at 02/11/12 14:36:07 CST Connected to switch <47.104.48.45:15000> Process: dmslink (1930) (ACDPOOL1) Source: dms_lan.c, handle_lan_events, 258...
Page 426: Postinstallation Activities
TCP/IP switch links using ARN Postinstallation activities After the configuration of the ARN is complete, you can perform some optional activities to enhance the security of the router or debug problems. Setting passwords Passwords must be set on all ARN router accounts to prevent access from unauthorized users.
Page 427: Setting The Date And Time
Displaying the events log file To view all events in the current log file: To view only events related to the CC MIS switch link setup (the -e parameter sets entities you are interested in seeing logs for): log -eTCP -eIPEX -eX25...
Page 428 TCP/IP switch links using ARN To view additional debug logs (the -f parameter sets a filter for the severity of events to be viewed, where f=fault, t=trace, w=warning, i=informational, and d=debug): log -fftwid -eTCP -eIPEX -eX25 Clearing the events log file To debug a current problem it is often useful to clear the current log file so that only new events appear in the log.
Page 429 To debug the TCP side of the router connection, you can use the show tcp command as follows: show tcp connections <return> The current TCP connections : Local Local IP -------- 0.0.0.0 0.0.0.0 CC MIS Installation and Maintenance Runt Frames Remote Port Remote IP ---- --------- 0.0.0.0 15000 0.0.0.0...
Page 430: References
Configuring BayStack Remote Access Quick-Starting Routers Configuring and Managing Routers with Site Manager Cable Guide Using Technician Interface Software Note: This document can be found at the following Web site: www25.nortelnetworks.com/library/tpubs/nav/router/soft1420.htm Call Center Management Information System Standard 2.0 http://...
Page 431: System Configuration Reports
Available reports ......... 433 CC MIS Installation and Maintenance...
Page 432: Introduction
System Configuration reports Introduction System Configuration reports provide a record of system configuration changes and setup. You can access the System Configuration reports through the Maintenance interface by selecting the Reports option from the Configuration menu (see Figure 154). Figure 154: Configuration menu Call Center Management Information System Standard 2.0...
Page 433: Available Reports
Physical Network Configuration (Network) Virtual Network Configuration (Network) Master Privilege Definition Master Privilege Override All Reports Notes: The SNMP Configuration report is available only if the SNMP option is enabled for the system. CC MIS Installation and Maintenance System Configuration reports...
Page 434 IP address. Note: If the node is in a network node, the Network Name field is included in the report. SYSTEM CONFIGURATION REPORT LINUX System Name: CC MIS Network Name: Backup Directory: Date: 03/28/05 LINUX CCMISNET /mis/backup Call Center Management Information System Standard 2.0...
Page 435 PORT ALLOCATION REPORT LINUX PORT mists1-0 mists1-1 mists1-2 mists1-3 mists1-4 mists1-5 mists1-6 mists1-7 mists1-8 mists1-9 mists1-10 mists1-11 mists1-12 mists1-13 mists1-14 mists1-15 CC MIS Installation and Maintenance Date: 03/28/05 PARTITION Training 1 System Configuration reports Page 1 Time: 16:31:54 DEVICE TYPE Supervisor Terminal...
Page 436 System Configuration reports Switch Link Configuration report The Switch Link Configuration report provides information regarding the node switch link definitions, link types, X.121 address, pool assignments, passwords, and reinitialization time. This information was entered by means of the maintenance configuration screen for switch link configuration. SWITCH LINK CONFIGURATION REPORT LINUX =======================================================...
Page 437 ACD Pool Password... ACDPOOL1 Reinit Time... Synchronize to Switch Time... No Timezone Adjustment... 0:00 Switch Code... --- TCP/IP LINK CONFIGURATION PARAMETERS --- Link -------------- Primary... bpvev003 CC MIS Installation and Maintenance IP Address --------------------- System Configuration reports Port| ----- 10003...
Page 438 System Configuration reports Partition Configuration report The Partition Configuration report provides information regarding the node's logical partitions, partition assignments, modes and current state. This information was entered by means of the maintenance configuration screen for partition configuration. PARTITION CONFIGURATION REPORT LINUX PARTITION MODE...
Page 439 Dallas 800M Training 2 70M Fort Worth 100M Metroplex DISK USAGE STATISTICS DISK MOUNT DIRECTORY DISK /mis/data/fs1 CC MIS Installation and Maintenance System Configuration reports Date: 03/28/05 SPACE % IN USE DISK NO. % DISKALLOC IN USE AVAIL SIZE SPACE...
Page 440 System Configuration reports Connection Parameters report The Connection Parameters report provides information regarding a partition's logical connection to a switch link pool, subpool (and their names), and password information. Only local partitions are listed because NAPs do not have switch connections. This information was entered by means of the maintenance configuration screen for partition configuration.
Page 441 Host Email Support Maximum ACD Groups Maximum Positions Maximum Wallboard Chains Maximum Supervisor Connections Maximum Logins Dynamic LAN Terminal Access Custom Time Zone Specification CC MIS Installation and Maintenance System Configuration reports Date: 03/28/05 ENABLED ENABLED ENABLED ENABLED ENABLED ENABLED...
Page 442 System Configuration reports Terminal Server Configuration report The Terminal Server Configuration report provides information regarding configured terminal servers. This information was entered by means of the maintenance configuration screen for terminal server configuration. TERMINAL SERVER CONFIGURATION REPORT LINUX IP ADDRESS 47.104.48.30 Date: 03/28/05 TCP PORT...
Page 443 STATIC LAN TERMINALS REPORT LINUX ======================================================= Training 1 IP ADDRESS (OR RANGE) ======================================================= Dallas IP ADDRESS (OR RANGE) 47.102.112.198 CC MIS Installation and Maintenance System Configuration reports Date: 03/28/05 Page 1 Time: 16:31:54 COMMENT COMMENT johndoe...
Page 444 System Configuration reports Serial Terminal report The Serial Terminal report provides information regarding serial ports, connectivity, and comments for a partition. This information was entered by means of the maintenance configuration screen for partition configuration. SERIAL TERMINAL CONFIGURATION REPORT LINUX ======================================================= Training 1 PORT...
Page 445 LINUX ======================================================= Training 1 PORT CONNECTIVITY m337_c0d15 DIRECT 9600 m337_c0d20 MODEM 9600 ======================================================= Dallas PORT CONNECTIVITY m337_c0d26 DIRECT 9600 CC MIS Installation and Maintenance System Configuration reports Date: 03/28/05 MODEL ADDRESS Daktronics 004343 Generic MODEL ADDRESS Spectrum Page 1 Time: 16:31:54...
Page 446 System Configuration reports Storage Parameters report The Storage Parameters report provides information regarding data storage sizing and durations for a local partition. This information was entered by means of the maintenance configuration screen for partition configuration. (This report does not apply to NAPs.) STORAGE PARAMETERS REPORT LINUX =======================================================...
Page 447 ---------- ----------------- Training 1 00:00 01:00 02:00 03:00 04:00 05:00 06:00 07:00 08:00 09:00 10:00 11:00 CC MIS Installation and Maintenance System Configuration reports Date: 03/28/05 Interval Length Time ---------------- --------- 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00...
Page 448 System Configuration reports Simulator Configuration report The Simulator Configuration report provides information regarding simulator subpools and their defined switch configurations. The information for this report is derived from the parameters supplied on the system tape for the simulator. SIMULATOR CONFIGURATION REPORT LINUX ======================================================= Simulator Configuration: 8 mixed size subpools with...
Page 449 Note: The SNMP report is only available if the SNMP option is enabled for the system. SNMP CONFIGURATION REPORT LINUX Link Traps: Disabled COMMUNITY NAME public secure traps CC MIS Installation and Maintenance Date: 03/28/05 COMMUNITY MEMBERS 0.0.0.0 System Configuration reports Page 1 Time: 16:31:54...
Page 450 System Configuration reports Physical Network Configuration report The Physical Network Configuration report provides a hardcopy of the contents of the Physical Network Configuration screen. PHYSICAL NETWORK CONFIGURATION REPORT LINUX PHYSICAL NODE NAME LINUX LNX1750 Date: 03/28/05 NODE ID Call Center Management Information System Standard 2.0 Page 1 Time: 16:31:54...
Page 451 VIRTUAL NETWORK CONFIGURATION REPORT LINUX ======================================================= Metroplex PHYSICAL NODE NAME LINUX LNX1750 CC MIS Installation and Maintenance Date: 03/28/05 NODE LOCAL PARTITION NAME Fort Worth Ptn-Live System Configuration reports Page 1 Time: 16:31:54...
Page 452 System Configuration reports Master Privilege Override report The Master Privilege Override report provides a hardcopy of the contents of the master privilege override screen. MASTER PRIVILEGE OVER-RIDE REPORT LINUX ======================================================= Training 1 SUPERVISOR NAME Supervisor 1 Supervisor 2 Administrator 11 Administrator 22 Bill Smith Mary Matthew...
Page 453 PERSONAL REPORTS..YES NETWORK TARGETS...YESSCHEDULES...YES PUBLIC REPORTS...YES CHANGE ORDERS...YESLISTS...YES PERSONAL FORMATS..YES PUBLIC FORMATS...YES FORMULAS...YES SPECTRUMS...YES PROFILE...YES SYSTEM REPORTS...YES COLORS...YES AGENT IDENTITY...YES CC MIS Installation and Maintenance Date: 03/28/05 CONFIG CONTROL OPTIONS ADMINISTRATION OPTIONS NETWORK PARAMS...YESWALKAWAY CODES...YES ACD-DN REASSIGNS...YESLOB CODES...YES SUPERVISOR OPTIONS System Configuration reports...
Page 454 System Configuration reports GLOBAL VIEW...YES MESSAGING...YES AGENT PERFORMANCE..YES MONITOR...YES NOTE: Privileges listed as NO* are not available for this partition. Call Center Management Information System Standard 2.0...
Page 455: System Log Messages
DDBSERV messages ........558 CC MIS Installation and Maintenance...
Page 456: Standard Error Messages
This section contains a list of standard error messages generated by the CC MIS product. These messages can be generated by any of the subsystems of the CC MIS product. The messages can be any of the following, depending on the conditions under which these errors are...
Page 457 Verify consistency of Network Operation Services (NOS) logon parameters and switch datafill. Verify that all CC MIS partitions are configured with a valid subpool name. Verify that switch datafill parameters do not exceed CC MIS limits. Verify switch datafill parameters do not exceed database storage calculator parameters.
Page 458 Consult the backup log. Adjust report parameters. Check connectivity between CC MIS server and client software. Check for compatibility of Windows interface software and CC MIS server software. Consult the restore log. Check CC MIS configuration. Check Agent Definitions for valid APR configuration.
Page 459 <other info> = can include items such as an operating system code for operating system errors The error message text may contain [XX], 'YYYY', or both, which denote any numeric or string, respectively. CC MIS Installation and Maintenance System Log messages...
Page 460: General Messages
System Log messages General messages The following messages can be generated by any process within CC MIS. Database read failure [xx] — table: yyyy An error occurred while reading data from the table specified in the “yyyy” field. “xx” gives the database error code. (Action Code: B) Database write failure [xx] —...
Page 461 An error occurred when attempting to read a database response message from the database server. (Action Code: B) Unexpected message received from database server The program received a message from the database server that it did not expect. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 462 System Log messages File mapping failure — file: xxxxx Following a database enumeration request in which the resulting records were to be sorted, the program experienced an error attempting to map the results file named in the “xxxxx” field into its address space. (Action Code: B) File unmapping failure —...
Page 463 (Action Code: B) Pipe open error - pipe: yyyy Indicates that the program was unable to open the named pipe specified by “yyyy”. Named pipes are used for communicating between programs. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 464 The specified environment variable was not found. This indicates that the program encountering the error is being run in the wrong environment. This is a design error which should only occur during software development. (Action Code: B) SIGHUP: Hang-up signal received The process received a hang-up signal.
Page 465 This message may be generated due to an invalid memory pointer. It may also be generated due to hardware problems. (Action Code: B) SIGIOT: IOT trap An I/O trap was received on an input or output operation. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 466 System Log messages SIGTRAP: Trace trap This message is generated if processes are being traced. This signal should never occur. (Action Code: B) Socket creation failed - type: AF_UNIX/STREAM Indicates that the program was unable to create a new socket. The “other info”...
Page 467: Mapa Messages
This section contains the error messages generated by the MAPA subsystem of the CC MIS product. Note: The CC MIS product runs on a Down Stream Processor, therefore the error messages do not appear in the switch log. Informational messages This section lists the informational messages that may be generated by the master “ccmis”...
Page 468: Warning Messages
System Log messages Warning messages This section lists the warning messages that may be generated by the MAPA process. These messages usually indicate an unusual condition that can be appropriately handled by the MAPA process, and which does not prevent the MAPA process from continuing operation.
Page 469 A network node deletion request was received which specified an unknown node to be deleted. (Action Code: L) Asked to delete unknown partition “nnn” A partition deletion request was received for a unknown partition. (Action Code: L) CC MIS Installation and Maintenance System Log messages...
Page 470 System Log messages Asked to disable networking for unknown partition “nnn” A request was received to disable networking for an unknown partition. (Action Code: B) Asked to enable networking for unknown partition “nnn” A request was received to enable networking for an unknown partition. (Action Code: B) Asked to lock “xxxxxx”...
Page 471 MAPA was unable to set the local system clock to the average network time. (Action Code: B) Connection timeout expired A timeout occurred while creating the connection for a connection-oriented service. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 472 System Log messages Dependent program “nnn” not found for program “xxxxxx” The program description for the program named “xxxxxx” specifies that it is dependent on an unknown program whose program number is given by “nnn”. (Action Code: B) Environment space exhausted for partition “nnn” There is no more space available for storing private environment variables for the partition whose number is “nnn”.
Page 473 Node nnn (xxxxxx) not responding A node in the network is not responding to messages sent to it. “nnn” is the node ID number and “xxxxxx” is the node name. (Action Code: L) CC MIS Installation and Maintenance System Log messages...
Page 474 System Log messages Node table is full No more node table slots are available for a new node. (Action Code: B) Partition “nnn” already exists A request was received to create a partition which already exists. (Action Code: L) Program “nnn (xxxxxx)” asked to kill unknown service “[nnn.]PPP.ppppp”...
Page 475 — Specifies the node ID on which the program is running. PPP — Identifies the partition ID in which the program is running. ppppp — Identifies the Unix process ID of the program. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 476 System Log messages Service addition request from unknown program “nnn” A request was received to register an already running process with MAPA but the process sending the request is unknown to MAPA. (Action Code: B) Socket receive failed MAPA was unable to receive a message from a remote node. (Action Code: B) Socket send failed MAPA was unable to send a message to a remote node.
Page 477 Unknown service ID “xxxxxx” in connection request A request for a connection-oriented service has failed because the service ID read from the connection socket could not be found in the program table. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 478: Fatal Error Messages
(Action Code: B) Entry nnn in LOCKS section has invalid lock type The file which describes the software configuration of the system contains an invalid instruction. Specifically, an invalid lock type was specified for item number “nnn” in the LOCKS section of the file. (Action Code: B)
Page 479 Entry nnn in PROGRAMS section has invalid transient program class The file which describes the software configuration of the system contains an invalid instruction. Specifically, an invalid transient program class was specified in item number “nnn” in the PROGRAMS section of the file.
Page 480 MAPA was invoked without the -c argument which tells it the file name of its configuration file. (Action Code: B) Missing section in configuration file The file which describes the software configuration of the system is missing a required section. (Action Code: B) No partitions defined No partitions were defined in the software configuration file.
Page 481 (Action Code: B) Transient program class table is full The file which describes the software configuration of the system contains an invalid instruction. Specifically, too many transient program classes were defined. (Action Code: B) Unknown program “xxxxxx”...
Page 482: Dmslink Messages
This section contains the error message generated by the DMSLINK subsystem of the CC MIS product. Note: The CC MIS product runs on a Down Stream Processor, therefore the error messages do not appear in the switch log. Informational messages The following messages do not indicate an error condition but are used as notification of significant events which occur as part of normal operation.
Page 483 A Remote Operation (RO) of type <ro type> was received from the switch at a time that was not appropriate (for example, an initialization data RO was received when no dspRequestInit request has been issued). (Action Code: F, K, B) CC MIS Installation and Maintenance System Log messages...
Page 484 ACD group <primary dn> associated with unknown subpool number nn A switchSendAcdGroupData message was received from the switch that referenced a subpool for which CC MIS has not received a switchSendSubPoolData message for. (Action Code: F, R) ACD group configuration overflow error...
Page 485 Hard limit of nnn ACD groups reached Indicates that more than “nnn” unique ACD groups exist in the ACD pool to which the CC MIS has been associated. All further ACD groups will be silently discarded. The ACD group limit is determined from the options configured on the software load tape.
Page 486 Hard limit of nnnn positions reached Indicates that more than “nnnn” unique position IDs exist in the ACD pool to which the CC MIS has been associated. All further position IDs will be silently discarded. The position limit is determined from the options configured on the software load tape.
Page 487 DMSLINK has lost communication with the switch. (Action Code: L, F) Lost synchronization on input data stream DMSLINK has lost synchronization on the input data stream and will attempt to resynchronize. (Action Code: L) CC MIS Installation and Maintenance System Log messages...
Page 488 System Log messages No Remote Load Management process The switch could not create the Remote Load Management process to service a load management request from the DSP. This error condition is passed back to the CCLINK process in the response to its request. (Action Code: Q) No buffers available The switch has run out of buffer space for ACD-MIS ROs.
Page 489 CC MIS system. (Action Code: B) Posn nnnn moved with call active: ssssssssss -> dddddddddd The CC MIS system has determined that position “nnnn” was moved via load management with an ACD call active. The ACD group in which the call was answered is given by “ssssssssss”...
Page 490 Result message received for unknown invoke ID nnn DMSLINK received a return result for an invoke message numbered “nnn” which does not appear to have been generated by CC MIS. (Action Code: Q) Searching for a link... Connection attempts have failed on all links to the switch. DMSLINK continues to attempt to establish a connection.
Page 491 “nnn”. This will cause statistics for the same agent IDs in different login ID partitions to be accumulated under the same agent ID in the CC MIS historical database. (Action Code: AD) Subpool configuration overflow error...
Page 492 System Log messages Time changed backwards The system clock has been changed backwards. Historical data accumulated around the time of this error log should not be trusted. (Action Code: B) Too many ROs outstanding from DSP The switch has indicated that it currently has too many unprocessed Remote Operations outstanding to be able to process the one just sent by the DMSLINK process.
Page 493 The switch is returning an invalid argument error stating that it does not recognize the application ID. (Action Code: Q) Unable to start simulator process DMSLINK was unable to start the simulator process for a simulated link. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 494 System Log messages Undefined pool name The pool name as read from the system database does not match any ACD pool datafilled on the switch. (Action Code: M) User ID or password is invalid The user ID or password as read from the system database does not agree with any user ID/password combination programmed on the switch.
Page 495: Cclink Messages
This section lists the error/warning messages that may be generated by CCLINK. These messages usually indicate an unusual condition that has occurred within CC MIS software. Warning error messages This section lists the warning messages that may be generated by the CCLINK process.
Page 496 System Log messages Fatal error messages Fatal error messages are generated by CCLINK in response to conditions which prevent the process from continuing normal execution. This section lists the error message. Subpool yyyy on link nnnn does not exist The subpool yyyy does not exist on link nnnn. (Action Code: H) Call Center Management Information System Standard 2.0...
Page 497: Rptgen Messages
This section contains the error message generated by the RPTGEN subsystem of the CC MIS product. Note: The CC MIS product runs on a Down Stream Processor, therefore the error messages do not appear in the switch log. Warning messages This section lists the warning messages that may be generated by the RPTGEN process.
Page 498 System Log messages The following errors are all warning messages dealing with file close and file unlink errors. These errors occur when the system calls fclose and unlink return bad return codes. (Action Code: B) Unable to close file: stdout. Unable to unlink graphic report intermediate file.
Page 499: Cfgdb Messages
This section contains the error messages generated by the CFGDB subsystem of the CC MIS product. Note: The CC MIS product runs on a Down Stream Processor, therefore the error messages do not appear in the switch log. Warning messages This section lists the warning messages that may be generated by the CFGDB process.
Page 500 System Log messages Fatal error messages Fatal error messages are generated by CFGDB in response to conditions which prevent the process from continuing normal execution. This section lists these error messages. Options file read error An error occurred trying to read the global options file. (Action Code: B) Unable to determine my customer ID number An error occurred trying to determine the partition ID from the environment.
Page 501: Cfgmgr Messages
This section contains the error messages generated by the CFGMGR subsystem of the CC MIS product. Note: The CC MIS product runs on a Down Stream Processor, therefore the error messages do not appear in the switch log. Warning messages This section lists the warning messages that may be generated by the CFGMGR process.
Page 502 System Log messages CUST_INFO table access failed for partition xxxx An error occurred trying to access the CUST_INFO database table. (Action Code: B) CUST_INFO table access failure (rc = xxxx) An error occurred trying to access the CUST_INFO database table. (Action Code: B) CUST_INFO update fails for partition xxxx after move (rc = xxxx) An error occurred trying to access the COMPORTS database table.
Page 503 LANCONNECTS table access failure (rc = xxxx) Unable to access record in the LANCONNECTS table. (Action Code: B) LINK_DEF Table access failure (rc = xxxx) Unable to access record in the LINK_DEF table. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 504 System Log messages No further move processing will be performed for partition xxxx No further move processing will occur for the specified partition due to an error trying to determine the move completion status. (Action Code: B) Port xxxx not found in PortTbl The specified port was not found in the port table.
Page 505 CUST_INFO access failure (partition=xxxx; rc=xxxx) Unable to access record in the CUST_INFO table. (Action Code: B) Cannot start partition xxxx in SETUP mode Cannot start a partition in SETUP mode. (Action Code: AI) CC MIS Installation and Maintenance System Log messages...
Page 506 System Log messages DBSTORAGE table access failure (rc = xxxx) Unable to access record in the DBSTORAGE table. (Action Code: B) DBSTORAGE table not initialized for partition xxxx The DBSTORAGE table is not initialized for the specified partition. (Action Code: B) LINK_DEF table access failure (linkNum=xxxx;...
Page 507 The connection was lost with the client. (Action Code: B) message acknowledgment fails (type = xxxx, sequence = xxxx) An error occurred trying to send a message acknowledgment. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 508 System Log messages socket read error A socket read error occurred. (Action Code: B) COMPORTS table access failure Unable to access record in the COMPORTS table. (Action Code: B) CUST_INFO table access failure (custID = xxxx; rc = xxxx) Unable to access record in the CUST_INFO table. (Action Code: B) Could not create ager signal file “yyyy”...
Page 509 Creation of partition xxxx fails (rc = xxxx) Unable to create the specified partition. (Action Code: B) DISKS table access failure (diskNum = xxxx; rc = xxxx) Unable to access record in the DISKS table. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 510 System Log messages Failed to set partition limit for partition xxxx (rc = xxxx) An error occurred trying to set the limits for the specified partition. (Action Code: B) LANCONNECTS tale access failure (rc = xxxx) Unable to access record in the LANCONNECTS table. (Action Code: B) LINK_DEF table access failure (rc = xxxx) Unable to access record in the LINK_DEF table.
Page 511 Could not create ager signal file “yyyy” Error trying to create the ager signal file. (Action Code: B) Could not make directory “yyyy” Error trying to create the specified directory. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 512: Informational Messages
System Log messages More than xxxx wallboards defined on port xxxx There are more than the specified number of wallboards defined on the port. (Action Code: B) Re-initialization response error occurred for link xxxx A re-initialization response error occurred for the specified link. (Action Code: B) SIGTERM: process terminated The SIGTERM signal was received.
Page 513 This section lists the error message. Unable to communicate with MAPA Error trying to communicate with MAPA while trying to (re)start programs. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 514: Usrif Messages
Introduction This section contains the error messages generated by the USRIF subsystem of the CC MIS product. USRIF writes the messages to its 'Standard Error' device. The error messages may contain [XX] and/or 'YYYY', which denote any numeric and/or string, respectively.
Page 515 No '=' found in video attribute entry The entry in the <term>.VA file is improperly formatted. (Action Code: B) Invalid attribute name in video attribute file Unknown attribute name specified in <term>.VA file. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 516 System Log messages Duplicate video attribute Video specification has already been defined in <term>.VA file. (Action Code: B) Logical video attribute definition is missing One of the video attributes was not defined for the selected terminal type. (Action Code: B) No '=' found in special character entry The entry in the <term>.SC file is improperly formatted.
Page 517 (Action Code: B) Pathname of keyboard description file is unknown No kF entry, usually in the form of kF=<term>.KD, was specified in the product termcap file. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 518 System Log messages Unable to open keyboard description file Either the <term>.KD file could not be found or read access was not allowed. (Action Code: B) Error reading keyboard description file Though the <term>.KD file was found and read access was available, an error occurred while reading the file.
Page 519 No entry found in ACDTERMCAP file for yyyy The specified term setting is not valid, or is not supported. (Action Code: AI) Memory allocation failure The process was unable to allocate enough memory. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 520: Stsmgr Messages
System Log messages STSMGR messages Introduction This section contains the error messages generated by the STSMGR subsystem of the CC MIS product. The error messages may contain [XX] and/or 'YYYY', which denote any numeric and/or string, respectively. Warning messages This section lists the warning messages that may be generated by the STSMGR process.
Page 521 Connection to link has been terminated The DMSLINK process that STSMGR was connected to died. (Action Code: L) Invalid command line argument - ignored An invalid command line argument was specified. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 522 System Log messages Request for aging failed The STSMGR request for aging failed. (Action Code: B) ***Call duration less than zero The call duration time was less than zero. (Action Code:) Error [xxxx] moving agent [xxxx] into assigned APR subgroup [xxxx] An error occurred while trying to move an agent into their assigned APR subgroup.
Page 523 Transitioning to Daylight Savings Time The STSMGR process has switched to Daylight Savings Time. (Action Code: J) Transitioning to Standard Time The STSMGR process has switched to standard time. (Action Code: J) CC MIS Installation and Maintenance System Log messages...
Page 524 System Log messages AGE request has been issued An AGE request has been issued. (Action Code: J) AGE -c request has been issued An AGE -c request has been issued. (Action Code: J) Closing ACDDN statistics interval file Occurs when the storage parameters are updated. (Action Code: J) Closing LOB statistics interval file Occurs when the storage parameters are updated.
Page 525: Cfgutil Messages
CFGUTIL messages Introduction This section contains the error messages generated by the CFGUTIL subsystem of the CC MIS product. The error messages may contain [XX] and/or 'YYYY', which denote any numeric and/or string, respectively. Warning messages This section lists the warning messages that may be generated by the CFGUTIL process.
Page 526 System Log messages Cannot decrease size limit below disk required in storage calc (xxxx mb) Size limit must be greater than or equal to disk required in Storage Calculator. (Action Code: AI) Not enough space available Not enough room on the disk for the partition. (Action Code: AI) Error getting partition runstate Error determining the state of the partition.
Page 527 Error disabling all changes An error occurred trying to disable changes to all partitions. (Action Code: B) Error enabling all changes An error occurred trying to enable changes to all partitions. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 528 System Log messages Error getting runstate for partition xx An error occurred determining the state of the specified partition. (Action Code: B) Unable to get operation result from CfgMgr Unsuccessful in receiving a response from the Configuration Manager. (Action Code: B) Error getting partition runstate An error occurred trying to determine the state of a partition.
Page 529 Cannot start a partition that is not installed Attempting to start a partition that is not properly configured in the database. (Action Code: B) Could not stop this running partition Error trying to stop partition. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 530 System Log messages MAPA could not start this partition MAPA encountered an error trying to start specified partition. (Action Code: B) Fatal error messages Fatal error messages are generated by MPSA in response to conditions which prevent the process from continuing normal execution. This section lists these error messages.
Page 531: Dms Simulator Messages
DMS Simulator messages Introduction This section contains the error messages generated by the DMS Simulator. Note that these messages only appear when the CC MIS system is in Training mode. The error messages may contain [XX] and/or 'YYYY', which denote any numeric and/or string, respectively.
Page 532 System Log messages Unable to decode NOP message - HEX dump follows Unable to decode an incoming OPDU. (Action Code: B) Lost synchronization on input data stream Lost synchronization while reading OPDUs in input data stream. (Action Code: B) List Error: Appending NULL data Attempt made to append null data to doubly linked list.
Page 533 System Problem Error: [xx] An OPDU was received of this type with code [xx]. (Action Code: B) OPDU: System Problem Error: [xx] An OPDU was received of this type with code [xx]. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 534 System Log messages Command Error: Call Profile <yyyy> not found Command Error: Invalid Call Queue <xxxx> Command Error: Invalid Call Rate <xxxx> Command Error: Invalid Group ACDDN <yyyy> Command Error: Invalid VFG index <xxxx> Command Error: Invalid number of agents <xxxx> Command Error: Position ID <xxxx>...
Page 535 LoadMGMT Error: CIF Route <xxxx> LoadMGMT Error: Call Transfer Queue Size <xxxx> LoadMGMT Error: FIAudio group <xxxx> LoadMGMT Error: FOAudio group <xxxx> LoadMGMT Error: Invalid Feature CHG_ACTIVATE CHG_DWRPTIME CHG_FIAUDIO_GROUP CHG_FOAUDIO_GROUP CHG_MSQSTYPE CHG_ORGANN CHG_TMDTHRTE CHG_TMDTHRTE_TIME CC MIS Installation and Maintenance System Log messages...
Page 536 System Log messages LoadMGMT Error: Invalid Group ACDDN <xxxx> LoadMGMT Error: Invalid Number of Overflow Groups <xxxx> LoadMGMT Error: Invalid Line of Business Code <xxxx> LoadMGMT Error: Invalid MSQS Threshold type <xxxx> LoadMGMT Error: Invalid MSQS Threshold Value <xxxx> LoadMGMT Error: Invalid Threshold Sequence LoadMGMT Error: Invalid Maximum CQ Size <xxxx>...
Page 537 Socket <xxxx> Information block not found Illegal console message type <xx> Instance <yyyy>> is invalid or out of range [1.999] Unrecognized option <yyyy> in command line OPDU: Application Resource Shortage Error <xxxx> OPDU: Invalid Argument Error <xxxx> CC MIS Installation and Maintenance System Log messages...
Page 538 System Log messages OPDU: Operation Sequence Error <xxxx> OPDU: System Problem Error <xxxx> Illegal Command message type <xxxx> received from dmssim Illegal Control message type <xxxx> received from dmssim Illegal Error message <xxxx> received from dmssim Illegal Loadmgmt message type <xxxx> received from dmssim Illegal Response message type <xxxx>...
Page 539 This section lists the error message. Unrecognized option <yyyy> in command line An illegal command option was given to the program. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 540: Winserver Messages
This section contains error messages generated by the Windows Server Process of the CC MIS product. Note: The CC MIS product runs on a Down Stream Processor, therefore the error messages do not appear in the switch log. This section lists only those messages that are unique to the Windows Server Process.
Page 541 (Action Code: L, B) Unable to start printer creation request A request to start the creation of a Windows-based local printer has failed. This error indicates a corrupt system or a software design error. (Action Code: B) Unable to start printer deletion request A request to start the deletion of a Windows-based local printer has failed.
Page 542 If the error occurs very infrequently, then it could be due to transmission errors, otherwise it indicates that the version of the client software is incompatible with the host software. (Action Code: Y, Z)
Page 543 This message is logged whenever a supervisor logs in to the CC MIS system. The yyyy is replaced by the supervisor name. (Action Code: J) yyyy has logged out This message is logged whenever a supervisor logs out of the CC MIS system.
Page 544: Age Messages
This section contains error messages generated by the Automatic Historical Data Compaction Process of the CC MIS product. Note: The CC MIS product runs on a Down Stream Processor, therefore the error messages do not appear in the switch log.
Page 545 LOB statistics enabled: no storing by group. Walkaway statistics disabled: Removing data files. Walkaway statistics enabled. Removing file yyyy A file was removed due to day limits or database size limits. (Action Code: J) CC MIS Installation and Maintenance System Log messages...
Page 546 System Log messages Fatal messages Fatal error messages are generated by AGE in response to conditions which prevent the process from continuing normal execution. This section lists these error messages. Failure to initialize AGE AGE was unable to obtain a lock on the database. (Action Code: B) STOREPARMS table access failed (rc = xxxx) Errors were encountered when reading the config database.
Page 547: Bar Messages
This section contains error messages generated by the Backup and Restore (BAR) Process of the CC MIS product. Note: The CC MIS product runs on a Down Stream Processor, therefore the error messages do not appear in the switch log.
Page 548 System Log messages Error starting mis_nite An error occurred invoking the nightly cleanup script. (Action Code: B) Get service status error: nn A request to MAPA for service status information returned an error. The error code is specified by the “nn” field. (Action Code: B) Service request for yyyy failed.
Page 549 Import beginning This message is logged whenever an import is started through the maintenance Import screen. (Action Code: J) Import complete This message is logged whenever an import completes. (Action Code: J) CC MIS Installation and Maintenance System Log messages...
Page 550 System Log messages Fatal error messages Fatal error messages are generated by the BAR process in response to conditions which prevent the process from continuing normal execution. This section lists these error messages. Error initializing utility list An error occurred initializing an internal list. (Action Code: B) Bad message from barmgr An error occurred communicating with the BARMGR process.
Page 551: Wallboard Messages
Introduction This section contains error messages generated by the Wallboard Process of the CC MIS product. The Wallboard Process writes the messages to their 'Standard Error' device. The error messages may contain [XX] and/or 'YYYY', which denote any numeric and/or string, respectively.
Page 552: Maint Messages
Introduction This section contains error messages generated by the Maintenance process of the CC MIS product. The Maintenance process writes the messages to their 'Standard Error' device. The error messages may contain [XX] and/or 'YYYY', which denote any numeric and/or string, respectively.
Page 553 Invalid current day offset - xxxx The current day offset read from the log file is invalid. (Action Code: B) Invalid date in yyyy And invalid date was encountered. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 554 System Log messages Informational messages The following messages do not actually indicate an error condition but are used as notification of significant events which occur as part of normal operation. Processed xxxx dynamic debug messages Maint processed xxxx dynamic debug messages. (Action Code: J) Stopped logging dynamic debug messages Maint stopped logging dynamic debug messages.
Page 555 The command line to the system log controller did not include the error pipe specification. (Action Code: B) Missing log command pipe argument (-c) The command line to the system log controller did not include the log command pipe specification. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 556 System Log messages Missing log index file argument (-i) The command line to the system log controller did not include the log index argument. (Action Code: B) Missing log file argument (-l) The command line to the system log controller did not include the log file argument.
Page 557: Scheduler Messages
Introduction This section contains error messages generated by the SCHEDULER process of the CC MIS product. The Maintenance process writes the messages to their 'Standard Error' device. The error messages may contain [XX] and/or 'YYYY', which denote any numeric and/or string, respectively.
Page 558: Ddbserv Messages
This section contains error messages generated by the Definitions Database Server (DDBSERV) Process of the CC MIS product. Note: The CC MIS product runs on a Down Stream Processor, therefore the error messages do not appear in the switch log.
Page 559 (Action Code: B) Missing field in dblimits file on line: xx An incomplete limit specification was found on line “xx” of the database limits file. (Action Code: B) CC MIS Installation and Maintenance System Log messages...
Page 560 System Log messages Too many languages selected The database server found that there were more than three languages enabled on the system. The excess languages have been automatically disabled. (Action Code: B) Unable to lock definitions database: xxxxx The database server was unable to get an exclusive lock on the definitions database for the reason indicated in the “xxxxx”...
Page 561: Historical Database
CC MIS Installation and Maintenance # of bytes Record key source group, destination group, day, interval destination group, day, interval agent ID, supervisor ID, destination group, day, interval destination group, LOB code, day, interval,...
Page 562 Historical database Table 58: Historical database tables (Part 2 of 2) Table d_agent w_agent m_agent d_lob w_lob m_lob d_acddn w_acddn m_acddn d_WALK w_WALK m_WALK l_agent A record is stored in the database for each unique key as determined from Table 58 on page 561. For example, if an agent is moved to another supervisor within an interval, two records exist for that agent ID within the interval because the two supervisor IDs cause two distinct keys (with all other portions of the key being identical).
Page 563 AGENTS_EVENTS AVG_LOBS_GROUP AVG_WALKS_ GROUP POSITION_ REASSIGNS_ PERCENTAGE CC MIS Installation and Maintenance Description Number of ACD groups to store Number of primary and supplementary DNs to store Number of active positions Number of agent IDs Number of agent events (logon, logoff,...
Page 564 Number of weeks to keep weekly data Number of weeks to keep monthly data Expected number of source/destination group combinations Disk overhead for operating system, application software temporary storage for reports, and so Call Center Management Information System Standard 2.0...
Page 565 LOB_Grp_Interval LOB_Grp_Day = 0 If STORE_WALK_STATS = ‘Agent’ Walk_grp_interval = Agt_grp_spv_interval x AVG_WALKS_GROUP Walk_grp_day = AVG_WALKS_GROUP x Agt_grp_spv_day x If STORE_WALK_STATS = ‘Group’ Walk_grp_interval = ACD_GROUPS x AVG_WALKS_GROUP CC MIS Installation and Maintenance ⎛ POSITION_REASSIGNS_PERCENTAGE × POSITIONS --------------------------------------------------------------------------------------------------------------- ⎝ Agt_Grp_Spv_Interval...
Page 566 Historical database Walk_grp_day = Walk_grp_interval x else Walk_grp_interval = 0 Walk_grp_day = 0 Intervals_Day Days_of_Int_Data = KEEP_INTERVALdiv7 Intervals_to_Store Days_to_Store = KEEP_DAILYdiv7 Num_i_ovrflw Num_i_group Num_i_agent Num_i_lob LOB_Grp_Interval if STORE_DN_STATS = ‘GROUP’ Num_sdn_interval = (ACD_GROUPS + (DNS x Num_sdn_day = ACD_GROUPS + (DNS x DN_REASSIGNS_PERCENTAGE) else if STORE_DN_STATS = ‘AGENT’...
Page 567 Num_sdn_day Num_i_acddn Num_i_walk Walk_Grp Num_d_ovrflw Num_d_group Num_d_agent Num_d_lob LOB_Grp_Day Num_d_acddn Num_d_walk Walk_Grp Num_w_ovrflw Num_w_group Num_w_agent Num_w_lob LOB_Grp_Day Num_w_acddn CC MIS Installation and Maintenance DN_REASSIGNS_PERCENTAGE Agt_Grp_Spv_Interval ACD_GROUPS × Num_sdn_interval Days_of_Int_Data × Intervals_to_Store × Src_Dest_Grps_Day Days_to_Store × ACD_GROUPS Days_to_Store × Agt_Grps_Spv_Day Days_to_Store ×...
Page 568 Historical database Num_w_walk Num_m_ovrflw Num_m_group Num_m_agent Num_m_lob LOB_Grp_Day Num_m_acddn Num_m_walk Num_d_event nterval Storage = (sizeof(i_overflw)xNum_i ovrflw)+(sizeof(i_group) x Num_i_group) Daily_Storage = (sizeof (d_ovrflw x Num_d_ovrflw)+sizeof(d_group) xNum_d_group) +(sizeof(d_acddn)xNum_d_acddn)+(sizeof(d_walk) x Num_d_walk) Weekly Storage = (sizeof(w_overflw)xNum_w ovrflw) +(sizeof(w_acddn)xNum_w_acddn)+(sizeof(w_walk) x Num_i_walk) Daily_Storage = (sizeof (m_ovrflw x Num_m_ovrflw) + sizeof(m_group)xNum_m_group) +(sizeof(m_acddn)xNum_m_acddn)+(sizeof(m_walk)xNum_m_walk) Log_Event_Storage =...
Page 569 May 2007 Disk_Required_by_Partition The total space required for the partition is the resulting ‘Disk_Required_by_Partition’ value from the above equation. CC MIS Installation and Maintenance Data_Storage Partition_Overhead Historical database...
Page 570 The process of transmitting data and call messaging between the Call Center Management Information System server and the switch or system 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.

Nortel CC MIS User Manual

How to Get Help

About this Document

CC MIS Requirements

CC MIS Overview

Installing CC MIS

Accessing Maintenance Functions

Configuring the CC MIS Application

Shutdown, Startup, Reboot, and Power down

Backing Up, Restoring, and Importing Data

Local Partitions

Networked CC MIS

Monitoring System Functions

Switch Configuration Data Updates

SNMP MIB Transfer

Switch Link Datafill Requirements

TCP/X.25 Bridge Devices

TCP/IP Switch Links Using ARN

System Configuration Reports

System Log Messages

Historical Database

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Summary of Contents for Nortel CC MIS