Page 1 Nortel Remote Agent Observe Planning, Installation and Administration Guide Document Version 1.2 Jan 2007...
Page 2 2007 Copyright © 2007 Nortel Networks, All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. Planning, Installation and Administration Guide...
Page 3: Revision History
2007 Version 1.2 is released. Changed switch port configuration to using hunt groups instead of mcr key. Changed all reference from Nortel Networks to Nortel. Changed description re RSM rate change. Updated PEC/CPC codes used in guide to RoHS compliant codes.
Page 4: Table Of Contents
...9 HO SHOULD READ THIS GUIDE 1.3 A BOUT ORTEL EMOTE GENT 1.4 SCCS VERSIONS PREVIOUS TO VERSION 2 INSTALLING THE NORTEL REMOTE AGENT OBSERVE CARD... 11 2.1 I ... 11 NSTALLATION VERVIEW 2.2 S ... 12 WITCH APACITY ULES 2.3 I...
Page 5 RECAUTIONS FOR HANDLING CIRCUIT CARDS 12.2 S ... 130 AMPLE BOOT UP SEQUENCE 12.3 TUI P ...133 ROMPT 12.4 S WITCH ONFIGURATION HANGE Planning, Installation and Administration Guide ...102 ...103 IMITS ... 111 ... 112 ... 114 ...119 ...125 ...128 ...135 Nortel Proprietary...
Page 6: List Of Figures
Nortel Proprietary List of Figures FIGURE 1 MEDIA CARD LAYOUT... 16 FIGURE 2 NORTEL REMOTE AGENT OBSERVE CARD ADAPTER CLAN (L- ADAPTER)...18 FIGURE 3 L-ADAPTER AND FILTER BLOCK CONNECTION SETUP ON LARGE SYSTEMS...19 FIGURE 4 HUNTING FOR IDLE TUI PORTS...28 FIGURE 5 SAMPLE LD11 TUI PORT SWITCH CONFIGURATION...30...
Page 7: List Of Tables
FIGURE 36 SCCS MAIN MENU... 93 FIGURE 37 AGENT ID SELECT MENU (SIMILAR STRUCTURE - POSITION ID SELECT MENU)...94 FIGURE 38 AGENT ID OBSERVE MENU (SIMILAR STRUCTURE - POSITION ID OBSERVE MENU)...95 FIGURE 39 SKILLSET SELECT MENU (SIMILAR STRUCTURE - APPLICATION, CDN, DNIS SELECT MENUS)...
Page 8 Nortel Proprietary TABLE 7 TCP/UDP PORTS USED... 22 TABLE 8 LD11 NORTEL REMOTE AGENT OBSERVE TUI PORT CONFIGURATION. 29 TABLE 9 LD23 NORTEL REMOTE AGENT OBSERVE ACD QUEUE CONFIGURATION ... 31 TABLE 10 LD11 NORTEL REMOTE AGENT OBSERVE OBSERVATION PORT CONFIGURATION...
Page 9: Getting Started
1.3 About Nortel Remote Agent Observe Nortel Remote Agent Observe allows supervisors and observers to remotely observe and record agent calls without having to install any physical equipment at the observer’s location. Nortel Remote Agent Observe allows for observation by agent specific parameters...
Page 10 Nortel Remote Agent Observe is not designed to accept an RSM stream from pre 4.2 versions of SCCS. Hence, the functionality available from Nortel Remote Agent Observe with pre 4.2 versions of SCCS is similar to that available for non- SCCS call centers.
Page 11: Installing The Nortel Remote Agent Observe Card
Each Nortel Remote Agent Observe Session will use 3 conference ports on the switch. If OBTN is either AGENT or ALL, each Nortel Remote Agent Observe Session will use 4 conference ports on the switch. If Agent Greeting is being used and OBTN is either AGENT or ALL, each Nortel Remote Agent Observer Port will use 5 conference ports on the switch.
Page 12: Switch Capacity Rules
MPLR17930 Table 2 Nortel Remote Agent Observe Applicability and compatibility 2.2 Switch Capacity Rules The following table shows the maximum number of Nortel Remote Agent Observe Cards that can be installed in each type of switch. Switch Type Small systems: Option 11 Cabinet / Chassis.
Page 13: Installing The Nortel Remote Agent Observe Card
2.3 Installing the Nortel Remote Agent Observe Card Pre-Install checklist To allow for successful installation the Nortel Remote Agent Observe Card, the administrator must ensure the requirements listed in the pre-install checklist (Table 4) below have been met. Requirements for Nortel Remote Agent Observe Installation.
Page 14 Nortel Proprietary Complete the following steps to successfully install the Nortel Remote Agent Observe Card. Print out these steps and use the provided check boxes to ensure that all the installation tasks are completed. STEP 1: Determine the cabinet, shelf and slot location where the Nortel Remote Agent Observe card is to be installed.
Page 15 Server” on page 36. Nortel strongly recommends that the update rate of the RSM stream be set to 0.5 seconds, as this ensures that the Nortel Remote Agent Observe Card can react as quickly as possible to changes in the state of the calls being observed.
Page 16: Configuration Of Nortel Remote Agent Observe Card
The 32 port Media Card will have the Dongle and the Compact Flash with the Nortel Remote Agent Observe load pre-installed onto the card (the C:/exec file on the Compact Flash card). Figure 1 below shows the layout of the Media Card.
Page 17 One RS232 port. Notes: 1. The C-LAN Ethernet cable must be connected to the port labelled T-LAN on the L-Adapter. 2. The Port Labelled E-LAN is not used by the Nortel Remote Agent Observe card. Planning, Installation and Administration Guide Nortel Proprietary...
Page 18: Figure 2 Nortel Remote Agent Observe Card Adapter Clan (L-Adapter)
Filter Block Install for Large Systems The A0783483 I/O panel-mounting filter block must be installed on large systems before the Nortel Remote Agent Observe Card Adapter CLAN (L-Adapter) is installed (see Figure 3 below). The Filter block allows the CLAN to operate at 100Mbps on large systems such as an option 81.
Page 19: Figure 3 L-Adapter And Filter Block Connection Setup On Large Systems
This port is available at the 9-pin connector on the Nortel Remote Agent Observe Card Adapter CLAN and also at the mini-DIN socket on the faceplate of the Nortel Remote Agent Observe Card. The serial port settings are 9600 baud, 8 data bits, 1 stop bit, no parity, and no flow control.
Page 20: Table 6 Modem Settings
ASSO=1<return> set to auto-answer on first ring ATQ1 <return> ATE0<return> AT&W0<return> save settings 4 Connect the modem to the Nortel Remote Agent Observe card, using the 9-pin connector on the card Adapter (L-adapter). Planning, Installation and Administration Guide Action disable result codes...
Page 21: Network Settings
Nortel Proprietary 3.2 Network Settings Network Speed/Duplex Setting The Nortel Remote Agent Observe Card C-LAN interface will autonegotiate its speed and duplex settings. To verify these settings execute the following command from the maintenance Command Line Interface: ->linkGetOperation 0 Result: 0x2a4eedc (tShell): T-LAN in Autonegotiation Mode 0x2a4eedc (tShell): T-LAN operating in 100Mbps, Full-Duplex mode.
Page 22: Table 7 Tcp/Udp Ports Used
SCCS server to the Nortel Remote Agent Observe Card. Nortel Remote Agent Observe needs to use a number of TCP/UDP ports to operate correctly. These are detailed in Table 7 below.
Page 23: Assigning The Internet Protocol (Ip) Address
LAN. Using static assignment, the operator assigns an IP address, Subnet Mask, and default Gateway IP address via the serial port interface. On a reboot, the Nortel Remote Agent Observe card will retrieve the IP information from NVRAM and apply it.
Page 24  ping “mm.nn.oo.pp”,3 Where mm.nn.oo.pp is another IP address in the network that should be accessible from the Nortel Remote Agent Observe card and 3 denotes that 3 ping packets will be sent out to the other IP address. This should result in output similar to that shown below: >...
Page 25 The parameter to lnIsa_writeSubnetMask is the Subnet Mask in dot notation format. It is critical that the Subnet Mask matches the local subnetting policy or you will not be able to access some systems on the LAN from the Nortel Remote Agent Observe Card or vice versa.
Page 26: Changing The Username And Password For Command Line Access
Nortel Proprietary 3.4 Changing the username and password for command line access It is strongly recommended that the logon password and username for command line access are changed from their default values by using the command shellPasswordSet. (Defaults are “raoadmin” for username, “raosecurity” for...
Page 27: Switch Configuration For Nortel Remote Agent Observe
3.5 Switch Configuration for Nortel Remote Agent Observe The Nortel Remote Agent Observe card has 32 ports, 16 of which are configured as Telephone User Interface (TUI) ports and 16 of which configured as Observe ports. When a customer dials into the card, a Nortel Remote Agent Observe Session is initiated.
Page 28: Figure 4 Hunting For Idle Tui Ports
2. Configure the TUI ports as M2616 in LD11 as described below. 3. Enable the card in LD32 Overlay 11 – The TUI ports (even ports on Nortel Remote Agent Observe Card, i.e. 0,2,4,6 etc.) are configured as Meridian Modular M2616 sets with the following requirements.
Page 29: Table 8 Ld11 Nortel Remote Agent Observe Tui Port Configuration
… 0 SCR YYYY 1—15 Table 8 LD11 Nortel Remote Agent Observe TUI Port Configuration A list of unassigned DNs may be listed via overlay 20 (LD 20, REQ PRT, TYPE LUDN). Figure 5 below is a sample overlay 11 switch configuration for a TUI port (with an SCR of 1560 and with the next TUI port in the hunt chain having an SCR of 1561.
Page 30: Figure 5 Sample Ld11 Tui Port Switch Configuration
7 OCT 2003 Figure 5 Sample LD11 TUI Port Switch Configuration Observation Port Configuration Overlays 11, 23 and 32 are used to configure observation ports on the Nortel Remote Agent Observe card. The sequence of configuration is: 1. Configure ACD queue for use with Nortel Remote Agent Observe in LD23 as described below.
Page 31: Table 9 Ld23 Nortel Remote Agent Observe Acd Queue Configuration
ACD queue. Nortel Remote Agent Observe Cards may be configured with a maximum of 16 observation ports. An Observe Tone (OBTN) may also be set. When observing an Agent, a periodic tone (every 15 seconds) may be heard. Set to ALL for both the caller and Agent to hear the tone, AGT for Agent only, and NO to disable the tone.
Page 32 The observation port uses the ACD Observe Agent (OBV) key to observe agents. The observation port uses the ACD Ring Agent (RAG) key to “listen-and-speak” on calls. Figure 6 below is a sample LD11 switch configuration for an Observe port.
Page 33: Figure 6 Observe Port Switch Configuration
Nortel Remote Agent Observe application and are not answered. Figure 8 is a sample LD 32 status for a card with 16 Nortel Remote Agent Observe sessions configured. 00 = UNIT 00 = IDLE...
Page 34: Figure 8 Sample Ld32 Status Output
28 = UNIT 28 = IDLE (2616) 29 = UNIT 29 = IDLE (2616 LOG OUT) 30 = UNIT 30 = IDLE (2616) 31 = UNIT 31 = IDLE (2616 LOG OUT) Figure 8 Sample LD32 Status Output Planning, Installation and Administration Guide Nortel Proprietary...
Page 35: Ftp Configuration
3.6 FTP Configuration If operating with a post release 4.2 SCCS call-centre, the Nortel Remote Agent Observe Card can be configured to automatically record all the observed calls to an FTP server. Nortel does not provide the FTP server software and it is the responsibility of the administrator to set up and administer the accounts on the FTP server and to allocate sufficient drive space to store the recordings.
Page 36: Preparing The Symposium Call Centre Server
Multicast (RSM) service to send real-time data from Symposium Call Center Server to Nortel Remote Agent Observe. Before Nortel Remote Agent Observe can receive multicast data, RSM must be installed and configured on the server in Symposium Call Center Server.
Page 37: Modifying Real-Time Statistics Multicast Settings
RTD Multicast Controller utility. To activate or deactivate the collection of real-time statistics 1. Navigate to the folder in which the RSM component is installed: [drive]:\Nortel\iccm\bin 2. Double-click MulticastCtrl.exe. Result: The RTD Multicast Controller window appears. Planning, Installation and Administration Guide Nortel Proprietary...
Page 38: Figure 9 Rtd Multicast Controller Screen
Figure 9 RTD Multicast Controller Screen 3. For successful Nortel Remote Agent Observe operation, only the Agent Moving Window stream is required, so click the Agent Moving Window check box. 4. Click Apply 5. Click OK to close the window.
Page 39: Figure 10 Rtd Multicast Configuration Screen
4. Accept the default IP port numbers for each statistics group. ATTENTION If using Symposium Web Client’s Real-Time Reporting component as well as Nortel Remote Agent Observe, do not change the default IP port numbers assigned to the statistics groups. Symposium Web Client’s Real-Time Reporting component receives multicast statistics through these ports and will malfunction if the port numbers are changed.
Page 40 6. Change the multicast rates to 500ms in the Multicast Rate boxes. Nortel Remote Agent Observe needs the changes in the calls to be reflected in the RSM stream as soon as possible. Tip: If you have made an error in modifying the multicast IP group, TTL, IP ports, or the multicast rates for each port, you can restore the original values by clicking Registry Values or Default Values.
Page 41 7. Click Automatic. Result: The SDP_Service is set to automatically start when the system starts. 8. Click OK to return to the Services window. 9. With the SDP_Service highlighted, click Start to restart the service. Planning, Installation and Administration Guide Nortel Proprietary...
Page 42 Result: The SDP_Service is set to automatically start when the system starts. 8. Click OK to return to the Services window. 9. With the SDP_Service highlighted, click Start to restart the service. 10. Click Close. Planning, Installation and Administration Guide Nortel Proprietary...
Page 43: Testing The Real-Time Statistics Multicast Service
Center Server installation. When you run the mRcv.exe utility, it uses this .ini file to display Agent - Moving window data sent by RSM based on the settings in the [MCast] section at the bottom of the file (IP = 234.5.6.7 Port = 6070). Planning, Installation and Administration Guide Nortel Proprietary...
Page 44 IP address that you specified in the mRcv.ini file. Note: mRcv.exe displays all data received on the selected port, including data that is not recognizable by RSM. All non-RSM data is identified as “Not recognized by RSM”. Planning, Installation and Administration Guide Nortel Proprietary...
Page 45: A Ccess G Uidelines
Nortel Proprietary 5 Using the Browser User Interface 5.1 Browser User Interface Access Guidelines The Browser User Interface of Nortel Remote Agent Observe is supported on the following browsers: Netscape Navigator Release 7.0, Internet Explorer Releases 5.5 and 6.0. The Browser User Interface is designed to have only 1 administrator active at any time.
Page 46: Accessing The Bui
Nortel Proprietary 5.2 Accessing the BUI Once the above installation is complete, the Administrator can access the Browser User Interface via the IP address assigned to the card (see “Assigning the Internet Protocol address” on page 23). This is done via the URL http://aaa.bbb.ccc.ddd/ where aaa.bbb.ccc.ddd is the IP address assigned to the card.
Page 47: Figure 12 Bui Introduction Page (Sccs)
Nortel Proprietary Figure 12 BUI Introduction Page (SCCS) Note: If the user attaches to the BUI before all the tasks are booted, a message will appear asking the user to reload the page in 2 minutes time. This message will appear if the multicast parameters are not set-up in the SCCS configuration.
Page 48: Configuring The Card
Nortel Remote Agent Observe is not designed to accept an RSM stream from pre 4.2 versions of SCCS. Hence, the functionality available from Nortel Remote Agent Observe with pre 4.2 versions of SCCS is similar to that available for non- SCCS call centers.
Page 49: Figure 14 Non-Sccs Configuration Page
SCCS Call Centre Observation Configuration Nortel Remote Agent Observe must be set up to parse the RSM stream from the SCCS server. The SCCS Call Centre Tick-Box should be ticked. The Multicast IP...
Page 50 Agent-Moving Window RSM stream (see section 4.2) values of the SCCS server that the Nortel Remote Agent Observe card will be observing on. Finally, the IP address of the SCCS server should be entered into the Mcast Server IP address text-box.
Page 51 Nortel Proprietary The message played to the configured alarm number(s) is: "This is Nortel Remote Agent Observe: No free space on card - The TUI has been disabled.” Date Format This specifies the format in which the observation reports will be stored on the card.
Page 52: Creation Of Observer Accounts
Nortel Proprietary 5.4 Creation of Observer Accounts Observer accounts are created by navigating the browser tree on the left side of the Browser User Interface to the Observer Accounts > Create page as shown in Figure 15 and Figure 16.
Page 53: Figure 16 Non-Sccs Observer Account Creation Page
Nortel Proprietary Figure 16 Non-SCCS Observer Account Creation Page The above pages specify the parameters needed to set up a working account for an observer to dial in on. Call Recording The difference between the SCCS and Non-SCCS cases is that the call recording options are only present in the SCCS case.
Page 54: Table 11 Observer Account Parameter Explanation
OPN Number 1-4 These options specify OPN numbers from which the particular observer account can access the Nortel Remote Agent Observe card. Table 11 Observer Account Parameter Explanation...
Page 55: Modification Of Observer Accounts
Nortel Proprietary 5.5 Modification of Observer Accounts Accounts are modified by navigating the browser tree on the left side of the Browser User Interface to the Observer Accounts > Modify page as shown in Figure 17. Figure 17 Observer Account Modify Selection Page The administrator chooses the account they wish to modify by choosing the account via the drop-down list and then clicking the “select”...
Page 56: Figure 18 Sccs Observer Account Modify Page
Nortel Proprietary Figure 18 SCCS Observer Account Modify Page Figure 19 Non-SCCS Observer Account Modify Page Planning, Installation and Administration Guide...
Page 57 Nortel Proprietary The administrator can modify the desired settings by typing in the relevant text-box and clicking the “modify” button to change the setting. These settings are explained in Table 11 above. Planning, Installation and Administration Guide...
Page 58: Removal Of Observer Accounts
Nortel Proprietary 5.6 Removal of Observer Accounts Accounts are removed by navigating the browser tree on the left side of the Browser User Interface to the Observer Accounts > Remove page as shown in Figure 20. Figure 20 Observer Account Remove Page The administrator chooses the account they wish to remove by choosing the account via the drop-down list and then clicking the “choose”...
Page 59: Figure 21 Observer Account Removal Page
Nortel Proprietary Figure 21 Observer Account Removal Page If the administrator chooses the “Remove” option, they will be moved to the observer account removal confirm page as shown in Figure 22. Planning, Installation and Administration Guide...
Page 60: Figure 22 Observer Account Removal Confirm Page
Nortel Proprietary Figure 22 Observer Account Removal Confirm Page If the administrator chooses the “DeleteAccount” option, the observer account will be removed permanently from the card. Planning, Installation and Administration Guide...
Page 61: Display Of Accounts
Nortel Proprietary 5.7 Display of Accounts Accounts are created by navigating the browser tree on the left side of the Browser User Interface to the Observer Accounts > Display page as shown in Figure 23. Figure 23 Observer Account Display Selection Page The administrator chooses the account they wish to display by choosing the account via the drop-down list and then clicking the “display”...
Page 62: Figure 24 Observer Account Display Page
Figure 24 Observer Account Display Page The display shows all the account parameters configured using the account create/modify pages and additionally all the observe parameters that have been assigned to the particular account. These observation parameters will be listed by ID, but where a synonym (see the section “Observation Parameter Synonym...
Page 63: Observation Parameters Creation/Removal
5.8 Observation Parameters Creation/Removal Observation parameters are added/removed from observer accounts by navigating the browser tree on the left side of the Browser User Interface to the Observe-by Parameters > Create/Remove page as shown in Figure 25. Figure 25 Observation Parameters Selection Page...
Page 64: Figure 26 Observation Parameters Modify/Removal Page
24 hours, before attempting to configure observer accounts, as this will ensure that the contents of the selection box reflect as much as possible of the entire SCCS observe-parameters contents. When the parameter is being removed, it is only removed from the table of available parameters and it is not removed from any accounts table it may previously have been added to.
Page 65 “RemoveAll” button. All the parameters will be removed from the account and will not appear in the Account Parameters drop-down list. Note: If Nortel Remote Agent Observe is used in a large call centre with many agents configured and in operation, it may take some time for the “Add All”...
Page 66: Symposium Name To Id Mapping
The multicast stream generated by SCCS, which is used by Nortel Remote Agent Observe only contains IDs of parameters ie there is no parameter name information present in the stream. To facilitate the use of names to be associated with parameter IDs, Nortel Remote Agent Observe has the concept of synonyms, which the administrator sets to be uniquely associated with individual parameter IDs.
Page 67: Observation Parameters Synonym Assign
Synonyms are assigned/unassigned from parameters by navigating the browser tree on the left side of the Browser User Interface to the Observe-by Parameters > Synonym Edit page as shown in Figure 27. Figure 27 BUI Synonym Parameter Selection Page The administrator will choose the parameter type that they wish to assign synonyms to and once they click the “edit”...
Page 68: Figure 28 Bui Synonym Assignment Page
Nortel Proprietary Figure 28 BUI Synonym Assignment Page The administrator will select the parameter they wish to assign from the drop-down list of available parameters and they will type in the synonym they wish to assign in the “Synonym To Assign” textbox and then press the “Assign” button. The synonym will be assigned to the relevant parameter.
Page 69: Backup/Restore
Nortel Proprietary 5.11Backup/Restore Card configuration and observer accounts are backed-up and restored by navigating the browser tree on the left side of the Browser User Interface to the Card > Backup/Restore page as shown in Figure 29. Note: the card must be disabled at the switch (using overlay 32 DISC command) before performing any backups or restores.
Page 70: Administration Password
Nortel Proprietary 5.12Administration Password The BUI password can be configured by navigating the browser tree on the left side of the Browser User Interface to the Administration > Password page as shown in Figure 30. Figure 30 BUI Administrator Password Modify Page...
Page 71: Observer Reporting
The day old and 2 day old reports contain an observation statistics section at the end of the report file. This shows the totals of different types of observation performed (i.e. agent ID observe, position ID observe, etc...). These statistics are divided into two sections:...
Page 72: Figure 32 Older Reports Message Display
Nortel Proprietary 1. Statistics for the last 24 hour period 2. Overall statistics since the Nortel Remote Agent Observe card was installed. The card has sufficient disk-space for the current days report and the previous 2 days reports to be stored on the card. Only these files may be viewed from the BUI as described above.
Page 73: Card Reset
This ensures that after reboot the information is up to date. The data backup task runs every five minutes on the Nortel Remote Agent Observe Card. If the Card is rebooted through either pressing the faceplate reset button or through locking latches, any new data generated since the last backup will be lost.
Page 74 Nortel Proprietary -> mirosReboot Result: Rebooting Pack ... value = 0 = 0x0 This command performs a backup of all the data before rebooting the Card. Planning, Installation and Administration Guide...
Page 75: Using The Telephony User Interface
6 Using the Telephony User Interface 6.1 Accessing the Telephony User Interface The Nortel Remote Agent Observe Administrator and all Observers can access the Telephony User Interface (TUI) by dialing the DN configured as the MADN as described in “Switch configuration for Nortel Remote Agent Observe Sessions” on page 27.
Page 76: Tui Authentication
6.3 TUI Authentication To Log into the Nortel Remote Agent Observe TUI, the Administrator or Observer must first be authenticated. Administrator TUI Login The administrator account is automatically created with a default user ID and password. To access the TUI for the first time, the administrator must log in using this default user ID and password combination supplied.
Page 77 Nortel Proprietary In the case of any of the above security breaches, the login failure is reported in that days reporting file. It is also possible to configure an alarm, which will call predefined number(s) and alert the administrator if any of the above security breaches occur.
Page 78: Administrator Tui Menu
If the administrator wishes to abort the TUI password change at any stage then they should press ‘*’. Note: The administrator must hang up before the new TUI password will take effect. Planning, Installation and Administration Guide Nortel Proprietary...
Page 79: Observer Tui Menu
The Observer will be the most frequent user of the Telephony User Interface. From the TUI they can choose to observe by any of the following parameters, depending on their permissions and on the type of call centre Nortel Remote Agent Observe is operating in.
Page 80 ID, then observation shall start immediately (see Figure 38) b. Press ‘2’ to observe the first active position ID. Pressing this key will result in observation commencing on the first (numerically) active position ID configured for the observer. If no agent, in the observer’s list of position IDs is active, the observer is notified that...
Page 81 3. The observer is then presented with the following options: a. Press ‘1’ to enter a DNIS. The observer is then prompted to enter the DNIS they wish to observe. If they have permission to observe this DNIS, then observation shall start on the next call to arrive on that DNIS (see Figure 40).
Page 82 Application ID Observation To observe by application ID, follow the procedure below (see Figure 39). 1. Log into the TUI using the observer user ID/ password combination. 2. Press ‘5’ to observe by application ID. Note: The observer’s account must have application IDs entered into it by the administrator for the application ID Observation option to be available from the TUI.
Page 83 When using Nortel Remote Agent Observe in a non SCCS call centre, the observer only has the ability to observe by position ID. To observe by position ID on a non SCCS call centre, follow the procedure below (see Figure 41).
Page 84 To leave the call, press ‘3’. The observer will be told that they are exiting the agent call and they will continue to observe the call without the ability to speak. If the observed call ends while in listen and speak mode, the mode is automatically ended.
Page 85 Where the value passed to the command is the interval length in seconds (the above example sets the interval to 60 seconds). To get the current observation status message interval, type the following from the shell, which will display the interval: tuiGetObservationStatusInterval <CR>. Planning, Installation and Administration Guide Nortel Proprietary...
Page 86: Tui Language Administration
The Nortel Remote Agent Card is shipped with a set of default TUI language prompts. These default prompts in are English spoken by an American speaker. Nortel also provides a set of TUI prompts in "UK" English and in French. These prompt sets can be downloaded from the Meridian Patch Library (MPL) website.
Page 87 See Backup of Custom TUI Prompts on page 89. To install the prompts follow the instructions below. 1. Disable the Remote Agent Observe card from overly 32 of the switch. 2. FTP onto the card and copy the custom prompts into the /C:/TUI/WAV/ directory.
Page 88 TUI prompts, ensure that a backup of the prompts are kept at an external location. See Backup of Custom TUI Prompts on page 89. 2. The full list of custom TUI prompts must be recorded before Nortel Remote Agent Observe will allow the use of the Custom TUI language.
Page 89 To backup the prompts, do the following: 1. Disable the Card from overlay 32 on the Meridian Switch. 2. FTP onto the Nortel Remote Agent Observe card and transfer the files from the /C:/TUI/CUSTOM directory to the external location. See “Multiple File Transfer using FTP”...
Page 90: Figure 34 Example Of Multiple File Transfer Using Ftp
Figure 34 below shows an example of a multiple file transfer. In this case the transfer is of multiple .mcf files to the “/C:/TUI/CUSTOM” directory. <Card IP Address> is the IP Address of the Nortel Remote Agent Observe card. ftp <Card IP Address>...
Page 91: Menu Flow
6.7 Telephony User Interface Menu Flows The Following Figures show a sample of the menu flows of the Nortel Remote Agent Observe TUI. Position ID Observe and Agent ID Observe have very similar menu flows. Similarly, skillset, DNIS, application and CDN Observations also have similar menu flows.
Page 92: Figure 35 Tui Login Menu
Nortel Proprietary User Dials In “Welcome” “User ID?” “Invalid User ID or password Please try again?” COLLECT DIGITS UNTIL # or TIMEOUT or MAX LENGTH OF ID “Password?” COLLECT DIGITS UNTIL # or TIMEOUT or MAX LENGTH OF PASSWORD “Login Failure, Goodbye”...
Page 93: Figure 36 Sccs Main Menu
Depending on functionality the following announcements will be played “To observe by agentID, press 1” “To observe by positionID, press 2” “To observe by skillset, press 3” “To observe by DNIS, press 4” “To observe by Application, press 5” “To observe by CDN, press 6”...
Page 94: Figure 37 Agent Id Select Menu (Similar Structure - Position Id Select Menu)
Active Agent ID “Invalid Agent Call Menu ID. Please try again” Agent ID = first agent in Account list active on a call. Agent ID Observe Nortel Proprietary “Invalid Entry, please try again” INVALID “No Active Agent ID at this time”...
Page 95: Figure 38 Agent Id Observe Menu (Similar Structure - Position Id Observe Menu)
Play beep Stop M1 Remote Observe Stop Recording Agent ID Select Menu Figure 38 Agent ID Observe Menu (similar structure - Position ID Observe Menu) Planning, Installation and Administration Guide Agent ID Observe Call Menu Call activ “Waiting for call on Agent ID: XX”...
Page 96: Figure 39 Skillset Select Menu (Similar Structure - Application, Cdn, Dnis Select Menus)
* or TIMEOUT “Invalid Skillset ID, please try again” Valid Skillset? SkillsetID Observe Menu Figure 39 Skillset Select Menu (similar structure - Application, CDN, DNIS Select Menus) Planning, Installation and Administration Guide SkillsetID Select Menu “To enter a Skillset, press 1”...
Page 97: Figure 40 Skillset Observe Menu ( Similar Structure -Application, Cdn And Dnis Observe)
Play beep Stop M1 Remote Observe Stop Recording SkillsetID Select Menu Figure 40 Skillset Observe Menu ( similar structure -Application, CDN and DNIS Observe) Planning, Installation and Administration Guide SkillsetID Observe Menu “Waiting for call on Skillset ID XX” “To exit , press...
Page 98: Figure 41 Non Sccs And Pre Release 4.2 Sccs Main Menu
TIMEOUT * or TIMEOUT “Invalid Position ID, please try again” Valid position ID? Non-SCCS Observe Menu Figure 41 Non SCCS and pre Release 4.2 SCCS Main Menu Planning, Installation and Administration Guide Non-SCCS Select Menu “To disconnect, press *”...
Page 99: Figure 42 Non Sccs And Pre Release 4.2 Sccs Observe Menu
Nortel Proprietary Non-SCCS Observe Menu Invoke M1 Agent Observe. Digit inputted Invalid Case * Play beep Stop M1 Agent Observe Non-SCCS Select Menu Figure 42 Non SCCS and pre Release 4.2 SCCS Observe Menu Planning, Installation and Administration Guide...
Page 100: Call Recording
For example, if an observer decides to observe by agent ID, each call which is observed for that specific agent during this period will be recorded to a separate call recording file on the FTP server.
Page 101: Figure 43 Call Recording Filename - American Date Format
2. If an observer is operating in Listen and Speak mode during a call (see Listen and Speak Mode, section 6.5: “Observer TUI Menu”), and if they speak on this call, this speech will not be included as part of the call recording. Planning, Installation and Administration Guide Nortel Proprietary...
Page 102: Engineering Guidelines
Nortel Remote Agent Observe Card. 8.2 Dynamic Memory Size Limits The number of observer accounts permitted on the Nortel Remote Agent Observe card is 50 accounts. The following limits apply to the sizes of the observer parameter tables utilised in...
Page 103: Pcmcia Card Memory Size Limits
Nortel Proprietary 8.3 PCMCIA Card Memory Size Limits The PCMCIA card, which holds the executable file, is 32MB in size. As the configuration files, TUI prompts and account table backup files are also stored on this drive, a limit of the previous 2 days observer log-files can be stored on the card.
Page 104: Usage Guidelines
Due to switch software limitations, it is not possible to perform a double- observe. This means that it is not possible to perform an observation on a call already being observed by another observer. However, it is possible for the observer to conference a call, once an observation is in progress, thus allowing multiple remote observers of one call.
Page 105: Test And Debug Capabilities
9 Test and Debug Capabilities 9.1 Introduction The Nortel Remote Agent Observe card provides maintenance and diagnostic features at various technical levels to identify and clear fault conditions. The card features include: Self Test Features Factory Test Features Debug Features...
Page 106: Self Test Features
Nortel Proprietary 9.2 Self Test Features The Nortel Remote Agent Observe Card runs various diagnostics to detect hardware faults and ensure correct operation. The test coverage breaks down into the following categories: • 8051 co-processor power up self tests • BIOS diagnostics •...
Page 107: Factory Test Features
Factory test features include the HEX Display, Status LED and Reset Switch. HEX Display The Nortel Remote Agent Observe base card includes a HEX LED display on the faceplate to provide status information during maintenance operations. During power-up and diagnostic tests, this display provides a visual progress indication, and information on the first failure detected.
Page 108: Table 14 Hex Display Error Codes
Caution: Before using the Reset Switch ensure that the Nortel Remote Agent Observe card has been disabled in LD32 using the DISC command. Otherwise some of the ports may cause an OVD error on the Meridian CPU and become disabled when the card resets.
Page 109: Table 15 Faceplate Connector Mini-Din Connector Pin-Out
Debug Terminal Access The Nortel Remote Agent Observe Card Debug Terminal access is provided via an RS-232 port. This is accessible via the NTAG81CA faceplate serial cable. Messages indicating the completion of each self test phase, as well as any detected faults will be logged to this serial port.
Page 110: Xworks Shell
Note: Once the shell username and password have been successfully entered the user has complete access to all the VxWorks commands. Incorrect usage of some shell commands will cause the Nortel Remote Agent Observe card to reboot and may change operational behavior.
Page 111: Card State Debug Utilities
Press Ctrl-C to stop to return to VxWorks shell. displayAllStatistics Displays Statistics for all rsm related tasks Table 16 VxWorks Shell Card State Debug Utilities The commands are used to debug issues on the card at various levels. Planning, Installation and Administration Guide Nortel Proprietary...
Page 112: Application Level Debugging
9.6 Application Level Debugging Task Logging Commands The following table shows the commands used to turn on and off logging for each of the individual tasks in the Nortel Remote Agent Observe Application. Task Turn Logging: DSPM gLogDspm=1 tuiDebugOn Aries...
Page 113 Nortel Proprietary rsmTestOn (agentStep) which displays the contents of the next arriving agent steam as it arrives at t the socket and then once it has been parsed into the relevant tables, where: agentStep – indicates the step though the agent stream.
Page 114: Troubleshooting Rsm Parsing
If this occurs, follow the following steps to resolve the issue. 1. Ensure that the network interface connection between the SCCS server and the Nortel Remote Agent Observe card is up. This can be achieved by pinging the SCCS server C-LAN IP address from the card terminal.
Page 115 43. 3. Check the Multicast IP address, Multicast Port, and SCCS ServerIP address entered in the Nortel Remote Agent Observe BUI match those configured at the SCCS server. These should be initially be inspected visually in the BUI and the SCCS configuration page and subsequently the actual packets arriving at the card should be examined using the following command.
Page 116 IP port Error Value and Action: If a large value, and no correct port packet have arrived indicates mis-match between SCCS and Nortel Remote Agent Observe configurations re multicast IP port configured. Note: In normal SCCS operation, if more than the Agent-Moving Window RSM stream is turned on, then this variable will be incremented.
Page 117 ParseFlag: Whether the packets have been parsed yet. (1 if parsed, 0 otherwise). Ticks: The ticks of the clock on the Nortel Remote Agent Observe card when the packet arrived. TS: The Timestamp of the packet (generated by the SCCS server).
Page 118 If the “No.times no data arrived” field is non-zero this indicates that the RSM data has not been arriving consistently, since the card was rebooted. This may indicate an intermittent network problem. Planning, Installation and Administration Guide Nortel Proprietary 24022 24022 3f3f7799 -->17/08/03 12:39:53...
Page 119: Upgrade Procedures
FTP Server. 4. When the upgrade function is complete, re-enable the card from overlay 32 on the switch software 5. Reboot the card. Planning, Installation and Administration Guide Nortel Proprietary /C:/exec 0xdef4797d The checksum will vary between 0x59d1fc software loads.
Page 120 4. Remove PCMCIA Card from the faceplate slot. Note: There should be no Card inserted in the “/A:/” drive while Nortel Remote Agent Observe is in normal operation 5. At the Shell, upgrade the loadware using the upgradePCMCIA command as shown below: upgradePCMCIA("/C:/newexec")
Page 121 6. At the Shell, upgrade the loadware using the upgradePCMCIA command as shown below: upgradePCMCIA("/C:/newexec") value = 0 = 0x0 Opening file /C:/newexec File /C:/newexec opened File Length = 0x0059d1fc Bank Size = 0x00780000 Updating sector: 0..1..2..3..4..5..6..7..8..9..10..11..12..13..14..15..16..17..1 Planning, Installation and Administration Guide Nortel Proprietary...
Page 122 10. When the card has rebooted completely, at the shell, type: swVersionShow <CR> This will return the version of the software currently running on the card eg: softwareRev: NRAO Rel: 0.83 Planning, Installation and Administration Guide Nortel Proprietary /C:/exec The checksum will vary between 0xdef4797d software loads. The release notes...
Page 123: Xa Firmware Upgrade
2. Insert PCMCIA Card into the faceplate PCMCIA Card slot. 3. Copy loadware from the PCMCIA card (“/A:/” drive) onto the compact flash card (“/C:/” drive) as shown below: copy(“/A:/filename”,”/C:/filename”) 4. Remove PCMCIA Card from the faceplate slot. Planning, Installation and Administration Guide Nortel Proprietary...
Page 124 Where <Server IP Address> is the IP address of the Nortel Remote Agent Observe Card. <userid> and <password> are the same as the shell username/ password on the Nortel Remote Agent Observe Card. <path> is the location on the card where the XA firmware is located.
Page 125: Bootrom Loadware Upgrade
(“/C:/” drive) as shown below: copy(“/A:/filename”,”/C:/filename”) 4. Remove PCMCIA Card from the faceplate slot. Note: There should be no Card inserted in the “/A:/” drive while Nortel Remote Agent Observe is in normal operation. Planning, Installation and Administration Guide...
Page 126 Where <Server IP Address> is the IP address of the Nortel Remote Agent Observe Card. <userid> and <password> are the same as the shell username/ password on the Nortel Remote Agent Observe Card. <path> is the location on the card where the bootROM loadware is located.
Page 127: Glossary
Meridian Integrated Recorded Announcement Trunk Nortel Technical Publication: documentation Original Party Number Personal Computer Real-Time Statistic Multicast Symposium Call Centre Server Symposium Express Call Centre Standard Query Language Telephony User Interface File format used to store files under Microsoft Windows™. Nortel Proprietary customer...
Page 128: Appendix
Nortel Proprietary 12Appendix 12.1Precautions for handling circuit cards To avoid personal injury and equipment damage when handling circuit cards, follow the guidelines listed below: • Wear a properly connected antistatic wrist strap when you work with switching equipment. If a wrist strap is not available, regularly touch one of the bare metal strips in a module to discharge static.
Page 129 Nortel Proprietary Complete the following tasks during repair and maintenance procedures: • Turn off the circuit breaker or switch for a module power supply before the power supply is removed or inserted. • Software disable cards, if applicable, before they are removed or inserted.
Page 130: Sample Boot-Up Sequence
12.2Sample boot-up sequence Figure 48 below shows a sample boot-up sequence for the Nortel Remote Agent Observe card. The Nortel Remote agent Observe Nortel Remote Agent Observe software release is printed to the screen during the boot-up sequence. This is highlighted in the figure below.
Page 131 ]]]]]]]]]]]]]]]]]]]]]]]]]]]] ]]]]]]]]]]]]]]]]]]]]]]]]]]] ]]]]]]]]]]]]]]]]]]]]]]]]]] ]]]]]]]]]]]]]]]]]]]]]]]]] Memory Size: 0x3b00000. **************************************************** -> NORTEL REMOTE AGENT OBSERVE SoftwareRelease: NNRAO 0.7 **************************************************** 0x2a61d94 (tMaint): Task spawned. 0x3affe64 (): task deadrecordingDiskInit: created REC: volume (5 MB) 0x2a61d94 (tMaint): Init XA 0x2a61d94 (tMaint): XA : - Create MsgQ (Struct)
Page 132: Figure 48 Sample Boot-Up Sequence
0x2418fac (tMIROS): Miros Task Ready 0x24ffbe4 (tMirosInit): Initalising the rsm tasks 0x24ffbe4 (): task deadRestored the accounts and data tables correctly 0x158398c (tBackup): Data backup task spawned ok Figure 48 Planning, Installation and Administration Guide MIROS Init Sample boot-up Sequence Nortel Proprietary...
Page 133: Tui Prompt List
"Please Enter your password, followed by number sign" 2C.wav "Invalid OPN" 2D.wav "Your password has expired." 30.wav "To observe by agent ID, press 1" 31.wav "To observe by position ID, press 2" 32.wav "To observe by skillset, press 3" 33.wav "To observe by DNIS, press 4"...
Page 134 "To Continue observing this agent until * is pressed, AD.wav press 7" AE.wav "To Play the Current ID, press 5" AF.wav "No Other Active ID to Observe" B0.wav "To Change your password, press 1" B1.wav "To edit the TUI prompts, press 2" Planning, Installation and Administration Guide...
Page 135: Switch Configuration Change
Observations" "This is Nortel Remote Agent Observe: FTP Failure - EB.wav unable to record Observations" "This is Nortel Remote Agent Observe: No free space on EC.wav card - The TUI has been disabled. F0.wav "You are now entering the Agent Call"...
Page 136 Unit 0 as a TUI port with unit 1 as the corresponding observe port, Unit 2 as a TUI port with unit 3 as the corresponding observe port. This section highlights the changes required to TUI ports in the Nortel Remote Agent Observe slot. Original TUI port configuration Each TUI port was configured with an MCR (Multiple Call Ringing) Key.
Page 137: Figure 49 Hunting For Idle Tui Ports
1. Print out the “Configuration Details Chart” attached on page 142 of this document. This may be used to hold all required configuration details for each TUI port. 2. Determine the location of the Nortel Remote Agent Observe card and unplug the card from the slot.
Page 138 3. From overlay 20, print out the switch configuration for TUI port 0. Check the MCR key DN used. This is the Multiple Appearance DN used by observers to dial into the Nortel Remote Agent Observe Card. This DN may be added to the “Configuration Details Chart”.
Page 139: Figure 50 Printing Tui Port Switch Configuration In Overlay 20
DISC l s c Disabling the Nortel Remote Agent Observe Card slot using overlay 32 Figure 51 5. From Overlay 11, remove all TUI ports in the Nortel Remote Agent Observe slot. i.e. All even ports that are configured – 0,2,4,6 etc… Prompt...
Page 140: Figure 54 Sample Configuration For Tui Ports
Class of service entries are separated by a space Unrestricted Access. Flexible Voice/Data Ports Allowed (Required for ports 16–31 only) Voice Port (Required for ports 16–31 only) Warning Tone Allowed (Required for ports 16–31 only) Nortel Proprietary SCR Key DN 1000 (old MCR DN) 1001 1002 1003 1004...
Page 141: Command Description
Displaying Configured Ports from overlay 32 Figure 57 12. Insert the Nortel Remote Agent Observe Card back into the slot. Ensure the card boots up correctly. 13. Make a test call into the Nortel Remote Agent Observe Card. Ensure that the TUI greeting is heard.
Page 142: Figure 58 Nortel Remote Agent Observe Tui Port Configuration Details
Switch Configuration Chart Original MCR key DN: TUI Port HUNT DN Nortel Remote Agent Observe TUI port configuration details Figure 58 Planning, Installation and Administration Guide Nortel Proprietary SCR key DN...
Page 143 Last Page of This Document Copyright © 2007 Nortel Networks, All Rights Reserved. Information is subject to change without notice. Nortel reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. Planning, Installation and Administration Guide...

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Remote agent observe

Nortel Observe User Manual

1 Getting Started

2 Installing the Nortel Remote Agent Observe Card

3 Configuration of Nortel Remote Agent Observe Card

4 Preparing the Symposium Call Centre Server

5 Using the Browser User Interface

6 Using the Telephony User Interface

7 Call Recording

8 Engineering Guidelines

9 Test and Debug Capabilities

10 Upgrade Procedures

11 Glossary

12 Appendix

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