Nortel CC MIS 5.2 Call Center System Manuals

Manuals and User Guides for Nortel CC MIS 5.2 Call Center System. We have 2 Nortel CC MIS 5.2 Call Center System manuals available for free PDF download: User Manual, Getting Started Manual

Nortel CC MIS 5.2 User Manual (374 pages)

Maintenance Interface

Brand: Nortel | Category: Software | Size: 10 MB

Table of Contents

5
- Publication History
  3
Figures

13
Table of Contents

20
- About this Guide
  
  23
- Acronyms
  
  26
- Terms
  
  27
- Networked CC MIS
  
  29
- Introduction
  
  29
- Features Added in Release 4
  
  31
- Features Added in Release 5.0
  
  34
- Features Added in Release 5.1
  
  34
- Features Added in Release 5.2
  
  34
- SNMP Feature
  
  35
- Operating System Configuration Command
  
  35
- Required Database Information
  
  36
- Modes of Operation
  
  36
- Introduction to Release 5
  
  39
  - Release 5
    39
  - Table 2-1: Data Storage Parameters
    39
- Installing Release 5
  
  40
  - Configurable Intervals
    47
  - Release 5.X
    48
- Installing Release 5 on New System
  
  48
  - New System
    48
- Upgrade 3.X to 5.X
  
  49
- Re-Calculating Data Storage Parameters
  
  49
- Database Upgrades
  
  49
- Preparing Supervisor Interface to CC MIS
  
  49
- Introduction to Maintenance Interface
  
  51
- Maintenance and Administration Menus
  
  51
  - Selecting Menu Items
    51
  - User Interface Screens
    51
- Accessing Maint Functions
  
  51
  - Accessing Pop-Up Menus
    52
  - Paging through a Screen or Menu
    52
  - Selecting a Menu Item
    52
  - Control Commands
    52
  - The Role of the Input/Output Line
    52
  - PF Keys and Commands
    52
- Menu Map
  
  53
- Effect of the CC MIS Operating State on the Menu System
  
  53
  - Figure 3.1 Maintenance and Administration Menus
    53
- Setting up a New CC MIS System (Overview)
  
  54
  - Table 3-1: Functions Requiring CC MIS to be Shut down
    54
- Logging in
  
  55
  - Constraints
    55
  - Figure 3.2 Maintenance Main Menu (CC MIS Operating)
    55
  - Guidelines
    56
  - Password Expiration Prompt
    56
- Accessing On-Line Help
  
  57
- Accessing Help in Menus
  
  57
  - Accessing the Help in Screens
    58
- Changing Your Password
  
  59
  - Guidelines
    59
- Logging out
  
  61
  - Guidelines
    61
- Maintenance Menus and Screens
  
  62
- Introduction
  
  65
- Shut down CC MIS
  
  65
- Shutdown, Startup, and Power down
  
  65
  - Figure 4.1 Run State Utilities Menu
    65
- Start up CC MIS
  
  66
  - Power down CC MIS
    66
- Shut down CC MIS
  
  66
  - Start Up/Shut down Partitions
    66
- Start up CC MIS
  
  68
- Power down CC MIS
  
  69
- Power up the CC MIS System
  
  70
- Power Failures
  
  71
  - CC MIS was Not Running
    71
  - CC MIS was Running
    71
- Backing up and Restoring Data
  
  73
  - Figure 5.1 Backup and Restore Menu
    73
- Introduction
  
  73
  - Release
    74
- Using the DAT Drive for Backups
  
  74
  - Figure 5.2 DAT Drive Unit
    74
    
    Figure 5.3 Digital Audio Tape
    75
    
    Write-Protecting Your DAT
    75
- Backing up Customer Data
  
  76
  - Automatic Backups
    77
  - Manual Backups
    77
  - Backup Screen Commands
    78
  - Constraints
    79
  - Table 5-1: Backup Screen Commands
    79
  - Guidelines
    80
- Restoring Customer Data from Tape
  
  81
  - Constraints
    81
  - Figure 5.5 Restore Screen
    82
- Introduction
  
  85
  - Figure 7.1 Configuration Menu
    103
    
    Figure 7.2 Partition Configuration Screen
    104
    
    Operating Modes
    104
    
    Partition Configuration Commands
    105
    
    Requirements for a Running State
    105
    
    Table 7-1: Partition Configuration Function Commands
    105
    
    Partition Configuration Options
    106
- Connection Parameters
  
  85
- Configuring the CC MIS System
  
  85
- Accessing the Configuration Main Menu
  
  86
  - Guidelines
    86
  - Figure 6.1 Configuration Main Menu
    86
- System Configuration
  
  87
  - Figure 6.2 System Configuration Screen
    87
    
    Field Descriptions
    88
    
    Guidelines
    88
    
    Table 6-1: System Configuration Field Descriptions
    88
- Port Allocation
  
  90
  - Constraints
    90
  - Figure 6.3 Port Allocation Screen
    90
  - Guidelines
    91
- Switch Link Configuration
  
  92
- Terminal Server Configuration
  
  95
- SNMP Configuration
  
  98
  - Field Descriptions
    99
  - Table 6-2: SNMP Field Descriptions
    99
  - Guidelines
    100
- System Configuration Reports
  
  101
- Introduction
  
  103
- Partitions (Local)
  
  103
- Serial Terminals
  
  106
  - Table 7-2: Partition Configuration Options
    106
    
    Adding a Partition
    107
    
    Guidelines
    107
    
    Step 7-1: Adding a Partition
    107
    
    Deleting a Partition
    108
    
    Step 7-2: Deleting a Partition
    108
- Partition Options
  
  109
  - Table 7-3: Partition Options Screen Fields
    110
    
    Guidelines
    114
- Disk Allocation
  
  115
  - Guidelines
    116
  - Table 7-4: Disk Allocation Screen Parameters
    116
  - Step 7-4: Assigning a Disk
    116
- Storage Calculator
  
  118
  - Guidelines
    118
  - Figure 7.5 Storage Calculator Screen
    118
- Changing Data Storage Parameters
  
  119
  - Guidelines
    119
  - Figure 7.6 Interval Configuration Screen
    120
  - Figure 7.7 Connection Parameters Screen
    121
  - Table 7-5: Connection Parameter Screen Fields
    121
    
    Guidelines
    122
  - Figure 7.8 Serial Terminals Screen
    123
    
    Guidelines
    124
  - Step 7-8: Adding a Serial Terminal
    124
- Printers
  
  125
  - Constraints
    125
  - Figure 7.9 Printer Configuration Screen
    125
  - Guidelines
    126
- Changing a Printer Definition
  
  127
  - Guidelines
    127
- Removing a Printer from the System
  
  128
  - Guidelines
    128
- Wallboards
  
  129
  - Constraints
    129
  - Figure 7.10 Wallboard Configuration Screen
    129
  - Guidelines
    130
  - Changing a Wallboard's Configuration
    130
  - Removing a Wallboard from the System
    130
  - Figure 7.11 LAN Terminals Screen (with Add Text)
    131
    
    Adding LAN Terminals
    132
    
    Deleting LAN Terminals
    132
    
    Step 7-15: Deleting Lan Terminals
    132
    
    Guidelines
    133
    
    Supervisor Privileges
    133
    
    Display Privileges
    134
    
    Figure 7.12 Master Privilege Definition Screen
    134
    
    Figure 7.13 Display Privileges Screen
    134
    
    Report Privileges
    134
    
    Figure 7.14 Report Privileges Screen
    135
    
    Figure 7.15 Configuration Control Privileges Screen
    135
    
    Administration Privileges
    136
    
    Figure 7.16 Supervisor Privileges Screen
    136
    
    Figure 7.17 Administration Privileges Screen
    136
    
    Supervisor Privileges
    136
    
    Data Access Priviledges
    137
    
    Figure 7.18 Data Access Priviledge Screen
    137
    
    Figure 7.19 Supervisor Override Screen
    137
    
    Supervisor Override Privileges
    137
    
    Table 7-6: Supervisor Override Field Descriptions
    138
    
    Figure 7.20 Maintenance and Administration Menu
    139
    
    Figure 7.21 Run State Utilities Screen
    139
- LAN Terminals
  
  131
- Partition Startup/Shutdown
  
  139
  - Guidelines
    140
  - Figure 7.22 Partition Startup and Shutdown Screen
    140
- Configuring a PC to Receive Data Export Files
  
  141
  - Introduction to Networked CC MIS
    143
  - Figure 8.1 Network Overview
    144
- Views in the Network
  
  144
  - Figure 8.2 Configuration Menu
    145
- Steps for Establishing a Network
  
  145
- System Configuration
  
  146
- Adding a Node to the Physical Network
  
  151
- Deleting a Node from the Physical Network
  
  152
  - Figure 8.7 Delete Node Menu
    152
  - Table 8-4: Add Node Commands
    152
  - Figure 8.8 Partition Configuration Screen
    153
    
    Switch Link Configuration
    153
- Partition Configuration
  
  153
  - Table 8-5: Function Key Commands
    154
  - Figure 8.9 Add Partition Options Menu
    155
  - Figure 8.10 Add Partition and Commands Menus
    156
    
    Guidelines
    157
    
    Step 8-2: Adding a Nap
    157
    
    Deleting a Partition
    158
    
    Step 8-3: Deleting a Partition
    158
    
    Figure 8.11 Configuration Options Menu
    159
    
    Partition Configuration Options
    159
- Disk Allocation
  
  160
- Introduction
  
  169
- File Transfer
  
  173
  - Step 9-4: Testing All Ports
    174
- Testing the Input/Output Ports
  
  174
  - Figure 9.4 Test Individual I/O Screen
    175
  - Step 9-5: Testing an Individual Port
    175
- Test Individual I/O Ports
  
  175
  - Figure 9.5 CC MIS System Logs Screen
    176
- Logs
  
  176
  - Step 9-6: Selecting a Log
    177
    
    Step 9-7: Viewing a Log
    178
    
    Viewing a Log
    178
    
    Monitoring a Log
    179
    
    Step 9-8: Monitoring a Log
    179
    
    Cancelling the Log Printout
    180
    
    Printing a Log
    180
    
    Step 9-10: Cancelling a Log Printout
    180
    
    Step 9-9: Printing a Log
    180
- View System Monitor
  
  181
- Link Trace
  
  198
  - Step 9-13: Starting/Stopping Link Trace
    198
  - Step 9-14: Starting/Stopping Link Trace
    198
  - Viewing the Link Trace
    198
  - Figure 9.18 Search Function Key
    199
  - Using the Search Function
    199
  - Viewing the Translated Link Trace
    199
  - Figure 9.19 Search Screen
    200
  - Figure 9.20 Search Options Pop-Up
    200
  - Search Instructions
    200
  - Printing the Link Trace
    201
    
    Printing the Translated Link Trace
    201
  - Step 9-16: Printing a Link Trace File
    201
    
    Cancelling Link Trace Printing
    202
  - Select Different Link
    202
  - Step 9-18: Cancelling Link Trace Printing
    202
  - Figure 9.21 TCP / IP Switch Link Diagnostics
    204
    
    Checking a Switch Link
    204
  - Step 9-20: Checking a Tcp / Ip Link
    204
  - Figure 9.22 CC MIS X.25 Diagnostics Screen (with Commands Menu)
    205
    
    Checking an X.25 Link
    205
  - Step 9-21: Checking an X.25 Link
    205
    
    Disabling an X.25 Link
    206
    
    Enabling an X.25 Link
    206
- X.25 Diagnostics
  
  205
  - Step 9-22: Disabling an X.25 Link
    206
  - Step 9-23: Enabling an X.25 Link
    206
    
    Cancel X.25 Link Check
    207
    
    Initializing an X.25 Link
    207
  - Physical Network Login
    208
  - Step 9-25: Physical Network Login Screen
    208
- Introduction
  
  209
- Configuration Updates
  
  209
- Introduction
  
  213
  - Figure 11.1 System Upgrade Utilities Menu
    213
  - Software Upgrades
    213
  - Figure 11.2 Install License Keycode
    218
  - Figure 11.3 System Serial Number
    218
  - Figure 11.4 Entering Keycode
    219
  - Figure 11.5 Confirm Settings
    219
  - Figure 11.6 Continue Keycodes
    220
- Introduction
  
  221
- SNMP Transfer
  
  221
  - Guidelines
    222
  - Figure 12.2 Sample SNMP Transfer Session
    222
  - Figure 3.2 os Configuration Menu
    226
  - Figure 3.3 Adding a Unix Printer
    226
  - Figure 3.4 Specifying the Name
    227
  - Figure 3.5 Adding the Printer
    227
  - Figure 3.6 Delete Printer Screen
    228
  - Figure 3.7 Adding Disk(S)
    228
  - Figure 3.8 Time Zone
    229
  - Figure 3.9 Direct os Configuration
    230
  - Getting Help
    231
  - Figure 3.10 Help Screen
    231
- Preventive Maintenance
  
  233
  - Check Filter
    233
  - Tape Rotation
    234
  - Figure 4.1 Location of Filter
    234
  - Figure 4.2 DAT Drive Unit
    235
- Technical Specifications
  
  237
  - Reliability
    239
  - Automatic Backup
    240
  - Power Failure
    240
- Introduction
  
  241
  - System Log Messages
    241
  - Standard Error Messages
    241
  - General Messages
    245
  - Mapa Messages
    250
  - Dmslink Messages
    260
  - Fatal Error Messages
    268
  - Cclink Messages
    270
  - Rptgen Messages
    271
  - Cfgdb Messages
    273
  - Cfgmgr Messages
    275
  - Informational Messages
    282
  - Display Messages
    284
  - Usrif Messages
    287
  - Stsmgr Messages
    291
  - Cfgutil Messages
    295
  - Dms Simulator Messages
    299
  - Winserver Messages
    306
  - Age Messages
    309
  - Bar Messages
    311
  - Wallboard Messages
    314
  - Maint Messages
    315
  - Scheduler Messages
    319
  - Ddbserv Messages
    320
  - Installing the Operating System
    323
  - Figure E.1 Configuration Menu
    341
  - Figure E.2 System Configuration Report
    343
  - Figure E.3 Port Allocation Report
    344
  - Figure E.4 Switch Link Configuration Report
    345
  - Figure E.5 Partition Configuration Report
    346
  - Figure E.6 Disk Allocation Report
    347
  - Figure E.7 Connection Parameters Report
    348
  - Figure E.8 Partition Options Report
    349
  - Figure E.9 Terminal Server Report
    350
  - Figure E.10 Static LAN Terminals Report
    351
  - Figure E.11 Serial Terminal Report
    352
  - Figure E.12 Printer Configuration Report
    353
  - Figure E.13 Wallboard Configuration Report
    354
  - Figure E.14 Storage Parameters Report
    355
  - Figure E.15 Interval Configuration Report
    356
  - Figure E.16 Simulator Configuration Report
    357
  - Figure E.17 SNMP Configuration Report
    358
  - Figure E.18 Physical Network Configuration Report
    359
  - Figure E.19 Virtual Network Configuration Report
    360
  - Figure E.20 Master Privilege Override Report
    361
  - Figure E.21 Master Privilege Definition Report
    362

Nortel CC MIS 5.2 Getting Started Manual (137 pages)

Nortel CC MIS Software: Quick Start

Brand: Nortel | Category: Software | Size: 6 MB

Getting Started
1
CC Mis Getting Started Guide
2
- Publication History
  3
- Table of Contents
  5
About this Guide

11
Windows Basics

27
- How to Begin
  
  27
- Key Terms
  
  28
- Mouse Cursor
  
  28
- Screen Layout and Components
  
  29
  - Description of Components
    29
- Using Scroll Bars
  
  30
- Viewing Pulldown Menus
  
  31
  - Selection from Menu Bar
    31
  - Selection from Within Screen (Workspace Menu Button)
    31
- Keyboard Accelerators
  
  32
- Dialog Box
  
  32
- Tool Bar
  
  32
- Cascade Menus
  
  32
Online Help Screens

33
- Accessing the Help Function
  
  33
- Help Options
  
  33
  - Help Topics
    34
  - Window
    34
  - Using Help
    35
Logging into CC MIS

37
- Logging in
  
  37
- Logging out
  
  40
- When the System Goes down
  
  40
- Exiting CC MIS
  
  40
- Defining Communications (Communications Setup Screen)
  
  41
- Client Services (Printer, Fax and Filing Setup)
  
  42
  - Services Tab
    43
  - Filing Tab
    43
  - Printer Tab
    44
  - Text Tab
    44
  - Graphics Tab
    45
  - Customizing Graphical Reports Colors
    45
  - Email/Fax Tab
    46
  - Wallboard Tab
    46
- Color Customization
  
  47
CC MIS Main Functions

51
- Displays Menu
  
  51
- Reports Menu
  
  52
- Config Menu
  
  52
- Profile Menu
  
  52
- Admin Menu
  
  53
- Networked CC MIS
  
  53
Agent Status Display

55
- Introduction
  
  55
- Accessing the Agent Status Display
  
  55
- Agent Status Display
  
  56
  - Agent Status Display Field Descriptions
    56
- Setting the View and Display
  
  57
- ACD Group Detail Window
  
  58
- Subgroup Detail Window
  
  58
- Miscellaneous Display Functions
  
  59
- Agent Detail Window
  
  60
Queue Statistics Display

63
- Introduction
  
  63
- Accessing the Queue Statistics Display
  
  63
- Changing or Controlling the Queue Statistics Display
  
  64
- Creating Your Own Queue Statistics Display
  
  66
- Overview of the Process
  
  66
Wallboard Messages

71
Alarms (SNMP)

81
- Introduction
  
  81
- Description
  
  82
  - Tool Bar
    82
  - Status Bar
    82
  - Form Template
    83
- SNMP Community Setup
  
  85
- SNMP MIB Transfer
  
  85
Reports

89
- Introduction
  
  89
- Accessing the Reporting Functions
  
  89
- Generating a Report
  
  89
  - Identifying the Report Format
    90
  - Standard Formats
    90
  - Personal Formats
    90
  - Public Formats
    90
  - Identifying the Format of the Report
    90
  - Identify the Type of Report
    91
- Generating a Report
  
  91
  - Creating a Printed Report
    91
  - Creating a Data Export Report
    91
  - Printing Reports
    91
  - Viewing Reports at Your Terminal
    91
  - Requesting the Report
    91
  - Scheduling a Report for Printing
    91
  - Defining Report Parameters
    92
  - Fields in the Report Parameter Definition Screen
    93
  - Interval Configuration
    95
  - Report Status
    96
  - Cancelling Pending Reports
    96
  - Cancelling Report Generation
    96
  - Creating a Report Definition
    97
- Creating Ad-Hoc Reports
  
  98
- Generating a Data Export Report
  
  99
- Customizing Reports
  
  102
  - Tabular Formats
    102
  - Field Descriptions
    102
  - Graphic Formats
    103
  - Field Descriptions
    103
- Printing Custom Reports
  
  105
- Spectrums
  
  106
  - Listing of Standard Report Formats
    107
Configuration Control

109
- Introduction
  
  109
- Networked CC MIS
  
  109
- Accessing Configuration Control Functions
  
  109
- Ad Hoc Load Management Screens
  
  110
  - Screen Functionality
    110
- Insert Dialog Box
  
  110
- Changing Agent Position Assignments
  
  111
  - Show Changes
    111
  - Position Assignments Screen Fields
    111
  - Moving an Active Position to a New Group
    112
- Changing Agent Set Parameters
  
  113
  - Agent Set Parameters Screen Fields
    113
- Changing Queue Size Parameters of an ACD Group
  
  115
  - Queue Size Screen Fields
    115
- Changing Time Overflow Parameters of an ACD Group
  
  117
  - Time Overflow Screen Fields
    117
- Changing the Overflow Targets for an ACD Group
  
  119
  - Overflow Targets Screen Fields
    119
- Changing Recorded Announcements Parameters - ACD Group
  
  120
  - Recorded Announcements Screen Fields
    120
- Changing Special Routing Parameters for an ACD Group
  
  122
  - Special Routing Option Screen Fields
    122
- Changing Network Parameters for an ACD Group
  
  124
  - Network Parameters Option Screen Fields
    124
- Changing ACD-DN Assignments and Priorities
  
  126
  - ACD-Dns Screen Fields
    126
- Changing Network Targets
  
  128
  - Network Targets Option Screen Fields
    128
- Using Configuration Control Efficiently
  
  129
- Viewing Configuration Control Database Tables
  
  131
  - Configuration Control Database Tables
    131

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Nortel CC MIS 5.2 Call Center System Manuals

Nortel CC MIS 5.2 User Manual (374 pages)

Table of Contents

Table of Contents

Figures

Table of Contents

About this Guide

Acronyms

Terms

Networked CC MIS

Introduction

Features Added in Release 4

Features Added in Release 5.0

Features Added in Release 5.1

Features Added in Release 5.2

SNMP Feature

Operating System Configuration Command

Required Database Information

Modes of Operation

Introduction to Release 5

Installing Release 5

Installing Release 5 on New System

Upgrade 3.X to 5.X

Re-Calculating Data Storage Parameters

Database Upgrades

Preparing Supervisor Interface to CC MIS

Introduction to Maintenance Interface

Maintenance and Administration Menus

Accessing Maint Functions

Menu Map

Effect of the CC MIS Operating State on the Menu System

Setting up a New CC MIS System (Overview)

Logging in

Accessing On-Line Help

Accessing Help in Menus

Changing Your Password

Logging out

Maintenance Menus and Screens

Introduction

Shut down CC MIS

Shutdown, Startup, and Power down

Start up CC MIS

Shut down CC MIS

Start up CC MIS

Power down CC MIS

Power up the CC MIS System

Power Failures

Backing up and Restoring Data

Introduction

Using the DAT Drive for Backups

Backing up Customer Data

Restoring Customer Data from Tape

Introduction

Connection Parameters

Configuring the CC MIS System

Accessing the Configuration Main Menu

System Configuration

Port Allocation

Switch Link Configuration

Terminal Server Configuration

SNMP Configuration

System Configuration Reports

Introduction

Partitions (Local)

Serial Terminals

Partition Options

Disk Allocation

Storage Calculator

Changing Data Storage Parameters

Printers

Changing a Printer Definition

Removing a Printer from the System

Wallboards

LAN Terminals

Partition Startup/Shutdown

Configuring a PC to Receive Data Export Files

Views in the Network

Steps for Establishing a Network

System Configuration

Adding a Node to the Physical Network