Instruction/ maintenance manual of the product DMS/MSL-100 Nortel Networks
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Nor tel Netw orks Symposium Call Cente r Server Symposium and DMS/MSL-100 Switch Gui de Produc t release 5 .0 Standard 1.0 Apr il 2004 297-2183-912.
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Nor tel Networks Symposium Call Center Server Symposium and DMS/MSL-100 Switch Gui de Publ ic ati on n um ber: 297-2183 -91 2 Prod uct r eleas e: 5.0 Docu ment r el eas e: Stan dard 1. 0 Date : Apr il 20 04 Cop yright © 2004 Nor t el Ne tworks, All Rights Reser ved Inf o rmation is subjec t to chan ge withou t not ice.
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Sympos ium and D MS/MSL-1 00 Switc h Guide v Pub l ic at i on hist ory April 2004 The Stand ard 1.0 v ersion of the Nort el Networ ks Sympo sium Call Cent er Server Symposiu m and DMS/MSL-100 Swi tch Guide Re lease 5.
vi Sympos ium Call C enter Serv er Publica tion hi story Standard 1.0.
Sympos ium and D MS/MSL-1 00 Switc h Guide vii Contents 1 Getting started 9 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Skills you need . . . . . . . . . . . . . . . . . . . . . .
viii Sympos ium Call C enter Serv er Conten ts Standard 1.0 3 Verifying the configuration 87 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Verifying that the s erver can log o n to the switch .
Sympos ium and D MS/MSL-1 00 Switc h Guide 9 Chapter 1 Getting star ted In this ch ap ter Ov erview 10 Skills you need 11 What’ s ne w in Release 5.0? 12 Components 1 3 How Symposium C all Center Se.
10 Sympos ium Call C enter Serv er Getting starte d Standard 1.0 Over view Throughout this gui de, the term DMS switc h applies to the fol lo wing switc h types: ! DMS Switch ! MLS-100 ! Successi on 2.
Sympos ium and D MS/MSL-1 00 Switc h Guide 11 April 2004 Getting s tarted Skills y ou need Introduction This sec tion de scribes the sk ills and kno w led ge you need t o use t his guide effectively .
12 Sympos ium Call C enter Serv er Getting starte d Standard 1.0 What’ s new in Release 5.0? Skillset di spla y on phoneset Symposium Cal l Center Se rver Release 5.
Sympos ium and D MS/MSL-1 00 Switc h Guide 13 April 2004 Getting s tarted Components Introduction Symposium Cal l Center Se rv er consi sts of th ree k ey co mponents : telepho ny , serv er , and cl ient.
14 Sympos ium Call C enter Serv er Getting starte d Standard 1.0 Switch The switc h is the h ardwa re and sof tware c omponent tha t pro vides telephon y servic es.
Sympos ium and D MS/MSL-1 00 Switc h Guide 15 April 2004 Getting s tarted Symposium Cal l Center Se rver suppor ts the DMS, MLS-100, Suc cessi on 2000, and Communica tion Serv er 2100 switch es. Throughou t this guide, t he term DMS Switch appl ies to a ll th e supporte d switch t ypes.
16 Sympos ium Call C enter Serv er Getting starte d Standard 1.0 Ser ver The serv er component, whi ch uses Micr osoft W indo ws 2000 softw are, i s respo nsib le for f uncti ons s uc h as ! the lo gi.
Sympos ium and D MS/MSL-1 00 Switc h Guide 17 April 2004 Getting s tarted ELA N The embedded LAN (ELAN) is a dedicat ed Etherne t TCP/IP LAN con necting the Symp osi um Call Cent er Ser v e r an d the swi tc h. The EL AN mus t be a pr i vate isolat ed net work t hat i s dedi cated to the switch and t o the call cente r .
18 Sympos ium Call C enter Serv er Getting starte d Standard 1.0 ! Intera cti ve V oice Resp onse (IVR) v oice port s are c ontroll ed b y IVR and monitore d b y Symposium Call Center Ser ve r ! Sym p.
Sympos ium and D MS/MSL-1 00 Switc h Guide 19 April 2004 Getting s tarted Ho w Symposium Call Center Serv er comm unicates with the switc h Introduction Sym po sium C all C enter Server a n d the s witch mus t b e able to excha n ge inform ation i f calls a re to be succ essfull y route d in Sympo sium Call Center Serv er.
20 Sympos ium Call C enter Serv er Getting starte d Standard 1.0 F or each ca ll arri ving at a CDN, th e switch i nforms Sy mposium Call Ce nter Serv er of the ca ll’ s ar ri v al a nd start s a ti mer whil e waiti ng for the rout ing instru ctions.
Sympos ium and D MS/MSL-1 00 Switc h Guide 21 April 2004 Getting s tarted ! A CDN has a def ault A CD group, which is dat af illed on the switc h. The def ault A CD group is dataf i lled in table A CDGRP . ! A CDN can ha v e the follo wing states : ! Controll ed Incoming c alls ar e handled b y Symposium Call Cente r Serv er.
22 Sympos ium Call C enter Serv er Getting starte d Standard 1.0 1. An in comi n g call arrives at th e switc h. 2. The call is route d to an IVR port (op tional). 3. The I VR tr ansfe rs th e call to a CDN afte r the calle r ente rs di gits ( optio nal) .
Sympos ium and D MS/MSL-1 00 Switc h Guide 23 April 2004 Getting s tarted ! If Sym pos iu m Call Cent er Ser ver rec e iv es the n otificati on, a retur n notifica tion is se nt to the s witc h. The call rema ins o n the CDN unde r the control of Symposium Ca ll Center Serve r.
24 Sympos ium Call C enter Serv er Getting starte d Standard 1.0 Support for s witch features Introduction This sec tion de scribes featu res conf igurable on th e switch, a nd e xplains h o w they int eract with Sy mpo si um C al l Cen ter Se rver.
Sympos ium and D MS/MSL-1 00 Switc h Guide 25 April 2004 Getting s tarted Unsupported keys on agent phonesets Do not conf igure the follo wing ke ys on a gent phones ets.
26 Sympos ium Call C enter Serv er Getting starte d Standard 1.0 Once the a gent ha s forw arded t he call t o his or he r supe rvisor , the l ight ne xt t o the agen t’ s Emergenc y key flashes.
Sympos ium and D MS/MSL-1 00 Switc h Guide 27 April 2004 Getting s tarted LOB codes Line of Bu siness (LOB) codes, or act i vity c odes, ident ify the t ype of cal l. F or exa mple, an a cti vity code can i ndicate a Sales or a Suppor t call. T o use acti vity codes, you must ena ble the LOB f eature on the swi tch.
28 Sympos ium Call C enter Serv er Getting starte d Standard 1.0 Notes: 1. The s witch does not al low agent s to pr ess th e LOB key w hile they ar e i n confere nce wit h another agent. 2. The serv er does not monito r acti vity codes for DN call s.
Sympos ium and D MS/MSL-1 00 Switc h Guide 29 April 2004 Getting s tarted V a riable Wrap feature When an a gent r eleases a call , the V ariable Wrap f eatur e pre v ents another ca ll from being pres ented to the agent for a s pecific p eriod of tim e.
30 Sympos ium Call C enter Serv er Getting starte d Standard 1.0 Night service feature Skills ets go out of s ervice u nder th e follo wing condit ions: ! automa ticall y , when all agents h a ve lo g.
Sympos ium and D MS/MSL-1 00 Switc h Guide 31 April 2004 Getting s tarted Preinstallation chec klist Completing a preinstallation chec klist Before a ttempting to conf igure the swi tch for Sy mposium.
32 Sympos ium Call C enter Serv er Getting starte d Standard 1.0 Configurati on tasks Introduction Conf igura tion of t he switch to communi cate with Symposium Call Center Serv er in v olv es ins talling and conf iguring the EIU, instal ling and c onf iguring ICM, conf iguring the s witch, and conf iguring Symposi um Call Cente r Serv er.
Sympos ium and D MS/MSL-1 00 Switc h Guide 33 April 2004 Getting s tarted ! Insta ll the ne twork cable fr om the ro uter to the Cha nnel S ervic e Unit (CSU) or an y othe r transp ort de vice. ! Insta ll the c lie nt CSU . ! Conf igure the co nnection b etween the DMS CSU and the clien t CSU.
34 Sympos ium Call C enter Serv er Getting starte d Standard 1.0 OFCOPT Cate goriz es ICM messa ges in groups (t his tabl e is main ta ined by Nortel Network s). Note : For I CM CCM010 (SCAI12), do not e nable the Networ k_ICM_Acti ve feat ure. OFCV AR Contains the ope rating pa ramete rs that t he operat ing compan y can ch ange.
Sympos ium and D MS/MSL-1 00 Switc h Guide 35 Chapter 2 Configuring the s witc h In this ch ap ter Ov er vie w 36 Sec tion A : Co nfig uring t he I CM li nk p ar amet ers 37 Sect ion B : Con figurin g.
36 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 Over view This chap ter provid es proc edures fo r configur ing th e switch t o wor k with Symposium Cal l Center Se rv er.
Sympos ium and D MS/MSL-1 00 Switc h Guide 37 April 2004 Config uring the switc h Section A: Configuring the ICM link parameters In this se c t io n Overvi ew of config uring th e ser ver logon 38 Con.
38 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 Overview of configuring the server logo n Introduction Symposium Cal l Center Se rv er must lo g on to t he switch using an I CM linkset before i t can ac quire switch r esour ces and e xchange message s.
Sympos ium and D MS/MSL-1 00 Switc h Guide 39 April 2004 Config uring the switc h Configuring ICM security In order to esta blish a secure I CM sessio n, you must co nfigure t he follo wing parame ter.
40 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 Configuring logon The foll o wing i llustr ation dis plays the table s you must up date t o allo w Sym posium Call Ce nter Server to lo g on to th e swit ch. The illustr ation displ ayed is an e xample.
Sympos ium and D MS/MSL-1 00 Switc h Guide 41 April 2004 Config uring the switc h The f ollowing il lustra tion shows the re latio nships betwe en th e p aram e ters in these t ables: G101336 SCAISSRV SCAICOMS LINKSET SCAILNKS (IP address of the server) CUSTENG CUSTNAME SCAIPROF PROFKEY PROFILE SUBSERV BEST AIRT OR1 TCP 50.
42 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 T o ente r and edit da ta in the tab les If you ha ve ent ered an in correct parameter in a tabl e, you ca n change th e parame ter with out dis carding t he par ameters t hat ha v e been en tered co rrectl y .
Sympos ium and D MS/MSL-1 00 Switc h Guide 43 April 2004 Config uring the switc h Configuring SCAICOMS Introduction T able SCAICOMS def ines linkset names and assigns t hem to the appropr iate hardwa re de vice. This ena bles a logica l pathway th rough the EIU to Symposium Call Cent er Serv er.
44 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 Configuring BGD A T A Introduction T ab le BGDA T A al lows you to c onfigure multip le sw itche s so tha t they can s hare MDC feature s. This tab le associ ates a bus iness gro up ID (BGI D) with a customer group.
Sympos ium and D MS/MSL-1 00 Switc h Guide 45 April 2004 Config uring the switc h Result: The LSCFN pr ompt appe ars. 10 Ty p e $ and press Ente r . Result: The LCSINCP T prompt appe ars. 11 Ty p e 0 (zero) and pres s Enter . Result: The OPTIO N prompt app ears.
46 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 Configuring SCAIGRP Introduction T able SCAIGRP ass ociates a b usiness group I D for a customer gr oup with one or more lin kse ts . Each group is gi ven a passw ord, ne tw or k node ID, li nks et , and an ass ocia ted BG I D.
Sympos ium and D MS/MSL-1 00 Switc h Guide 47 April 2004 Config uring the switc h Configuring SCAISSR V Introduction T able SCAISSR V defines a seri es of prof iles fo r ICM messa ges, and specif ies what info rmat ion is includ ed in th e mess ages. The switch m ak es thes e mes sages av ailable to Sympos ium Call Cent er Serv er.
48 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 RESEVENT10$ RESEV ENT (SETOFFHK Y Y ) (CALLOFFR Y Y Y Y Y Y Y Y Y Y Y Y Y) (CALLANSWR Y Y Y Y Y Y Y Y Y Y Y Y Y) (CALLREL Y Y.
Sympos ium and D MS/MSL-1 00 Switc h Guide 49 April 2004 Config uring the switc h Configuring SCAIPR OF Introduction T able SCAIPR OF def ines th e type s of infor mation sent b y the s witch to Sym po sium C all C enter Server.
50 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 5 Respond t o the p rompts t o create the group . The following prompts requi re special values f or use with S ymposium Call Center S erver: When you fini sh enter ing r esponse s, type $ .
Sympos ium and D MS/MSL-1 00 Switc h Guide 51 April 2004 Config uring the switc h Configuring CUSTNTWK Introduction The tabl e CUSTNTWK ass ign s a net w ork ID to a customer gr oup. Th e ne twor k ID id entif ies your or ganiz ation’ s network within the tele phon y en vironment.
52 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0.
Sympos ium and D MS/MSL-1 00 Switc h Guide 53 April 2004 Config uring the switc h Section B: Configuring s witch re sour ces In this se c t io n Overvi ew of config uri ng s witch r esources 54 Config.
54 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 Over vie w of configuring s witch resour ces Introduction Y ou must ens ure th at the follo wing resourc es ar e correct ly c.
Sympos ium and D MS/MSL-1 00 Switc h Guide 55 April 2004 Config uring the switc h ! Conf igure each CDN to be acquir ed by t he serv er and each pr imary or supplemen tary A CD-DN to be monit ored b y the serve r . ! Conf igure the ph onesets t o be acquir ed and mon itored b y the serve r .
56 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 Conf iguring RAN and m usi c r outes Introduction Y ou can use RAN and music route s to pr ov ide fe edba ck to c aller s while t he y ar e waiti ng in q ueue.
Sympos ium and D MS/MSL-1 00 Switc h Guide 57 April 2004 Config uring the switc h Config uring A CD gr oups Introduction An A CD group is a logica l group t hat cont ains a s et of prima ry or sup plement ary A CD-DNs, phonesets, and agen ts.
58 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 Result: The ACDNAME prompt appears. 3 Ent e r a name f or th e A CD gr oup . Result: The utility prompts you for the CUSTG RP . 4 Enter a n ame for the custo mer group of th e A CD-DN .
Sympos ium and D MS/MSL-1 00 Switc h Guide 59 April 2004 Config uring the switc h Result: The utility prompts you for the FRCNGTSV . 16 Enter a valid value. Result: The OPTIO N prompt app ears. 17 Enter a valid CDN. Result: The DEF A UL TGRP prom pt appears.
60 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 T o configure A CD groups f or A CD-DNs, phonesets, and agents Note : Any mo dif ication s to th e A CDGRP table must be applie d to the de fau lt A CD group, not the CDN. 1 Edit the ACDGRP t ab le b y typin g table A CDGRP and pressing Enter .
Sympos ium and D MS/MSL-1 00 Switc h Guide 61 April 2004 Config uring the switc h Result: The utility prompts you for the MSQS. 13 Enter a valid value. Result: The utility prompts you for the DISTRING. 14 Enter a valid value. Result: The utility prompts you for the OBSW T ONE .
62 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 22 Ty p e Y to s av e the TUPLE a nd press E nter . 23 Repeat ste ps 2 through 21 for each A CD group of t his type that you w ant to creat e. 24 T o exit from th e table, type quit and press E nter .
Sympos ium and D MS/MSL-1 00 Switc h Guide 63 April 2004 Config uring the switc h The foll o wi ng ta ble sh o ws all o f the optio ns in ta ble A C DGRP and whet her t he y are compat ible fo r a CDN.
64 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 T able A CDR TE def ines the enhanc ed o v erflo w routes that a group ca n take . It also def ine s the audi o treatment s that A CD groups us e. The route s def ined for an A CD group in tabl e A CDR TE are not appl ied for calls in the CDN.
Sympos ium and D MS/MSL-1 00 Switc h Guide 65 April 2004 Config uring the switc h Config uring A CD subg r oups Introduction Y ou can use subgro ups to di vide agent s into smaller g roups f or support and monitori ng. Assign a superviso r to each subgroup.
66 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 Configuring DNs Introduction In tabl e DNR OUTE, you must conf igure each of the Cont rolled Directory Numbers (CDNs) that Sympos ium Call Cent er Serv er monit ors. Y ou must also conf igure a ny A CD-DNs and suppleme ntary DNs t hat you are u sing.
Sympos ium and D MS/MSL-1 00 Switc h Guide 67 April 2004 Config uring the switc h Result: The ST A T pr ompt appe ars. 5 Enter the rema inder of the director y number f or the CDN. Result: The DN_SE L prompt appe ars. 6 Ty p e FEA T and pres s Ent er .
68 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 4 Ty p e FEA T and pres s Ent er . Result: The FEA TURE promp t appears. 5 Ty p e ACD and pres s Enter . Result: The ACDGRP prompt appea rs. 6 Continue respo nding to th e prompts to define the ACD-DN or supplem entar y DN.
Sympos ium and D MS/MSL-1 00 Switc h Guide 69 April 2004 Config uring the switc h Configuring agent pho nesets Introduction Y ou must con f ig ure e ach p hone set t ha t Sympos ium Call Cent er Se rv er acquir es.
70 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 Before y ou begin Before c onfi gurin g a phoneset , you must perform t he fol lo wing tasks : ! Log on to t he swit ch from a MAP termi nal wit h a user I D that h as the pri vilege le ve ls re quired to access the SER V ORD utilit y .
Sympos ium and D MS/MSL-1 00 Switc h Guide 71 April 2004 Config uring the switc h ! Def ine the A CD group to which the agent phone set be longs in t able A CDGRP (see “Conf iguring A CD groups” on p a ge 57).
72 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 11 Enter a valid value. Result: The OPTK EY prompt a ppears. 12 Ty p e $ and pr es s Ente r .
Sympos ium and D MS/MSL-1 00 Switc h Guide 73 April 2004 Config uring the switc h Notes: 1. The agent phonesets conf igure d on the swi tch must ha ve match ing data conf igured on Symposi um Call Center Se rv er. If, at any t ime, you edi t any of the d ata on S ymposium Call Ce nter Serv er, you must recon figure th e resourc e on th e switch.
74 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 Configu ri ng supe rvi sor phon esets Introduction In each A CD subgr oup, you must c onf igure o ne supervi sor phones et. Symposi um Call Cent er Serv er must acqui re thi s phonese t so tha t it can monitor the sta tus of th e phones et.
Sympos ium and D MS/MSL-1 00 Switc h Guide 75 April 2004 Config uring the switc h 3 Continue res ponding to the prompts to define the phones et. Be su re to define the f ollowin g options : ! position.
76 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 Configuring logo n IDs Introduction Y ou must con fig ure th e logon ID of each a gent who logs on to a phoneset monitore d by S ymposium Call Center Serv er .
Sympos ium and D MS/MSL-1 00 Switc h Guide 77 April 2004 Config uring the switc h 5 Ty p e N a nd press Enter . Result: The OPTIO N prompt app ears. 6 Select t he V A R WRAP o ption.
78 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0.
Sympos ium and D MS/MSL-1 00 Switc h Guide 79 April 2004 Config uring the switc h Sectio n C: Chec king the se r ve r configu ration In this se c t io n Ov er vie w o f serv er co nfi gur a tio n 80 C.
80 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 Over vie w of serv er configur ation Instal lation o f Symposium Cal l Cente r Serv er enable s you t o conf igur e the connecti on to t he switch . After th e inst allati on, you ca n vie w the conf igura tion infor mati on to c onfirm tha t it wa s ente re d cor rect l y .
Sympos ium and D MS/MSL-1 00 Switc h Guide 81 April 2004 Config uring the switc h Chec k ing the server configuration Introduction This sec tion de scribes checki ng the swit ch conn ectio n. T o c hec k the swit ch connect ion 1 F r om the SMI window , choose S ystem A dministration ➝ System Configurati on ➝ Ser ver Settin gs.
82 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 Result: The Sw itch config uration proper ty s heet appe ars. This prop er ty sheet contains ad ditional informati on about the ser ver confi guration on the sw i t ch . 3 Click Close to ret ur n to the Swi tch Resource proper ty sheet.
Sympos ium and D MS/MSL-1 00 Switc h Guide 83 April 2004 Config uring the switc h Relationship of server configurati on and switch datafil l Introduction This sec tion s ho ws the r elati onships be tween f ields in the Symposiu m Call Center Se rv er conf iguration and t uples in the DMS tables.
84 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 Predefine d v alues The foll o wing f ields in the Symposium Ca ll Center Serv er conf iguration ha ve predef ined v alue s: Note : T o change the Servic e ID or S ervic e V ersion, use the Fea ture Repor ts utili ty on the s erver .
Sympos ium and D MS/MSL-1 00 Switc h Guide 85 April 2004 Config uring the switc h Business Gr oup ! uniquel y ident if ies a Meri dian Bus iness Group (MBG) customer within a public n etwo rk ! is ass.
86 Sympos ium Call C enter Serv er Config uring t he swit ch Stand ard 1.0 ! identi f ies the specif ic customer h ost appli cation ( for e xample, Sy mposium Call Cent er Serv er , OPEN IVR, T API Driv er) initiati ng the logon requ est ! assigne d b y the c ustomer ! must be a n umber betw een 1–32767.
Sympos ium and D MS/MSL-1 00 Switc h Guide 87 Chapter 3 V erifying the configuration In this ch ap ter Ov erview 88 V er ifying that the ser ver can log on to the switch 89 V er ifying A CD groups and.
88 Sympos ium Call C enter Serv er Verifyin g the conf igurati on Standard 1.0 Over view Introduction This sec tion de scribes ho w to v erif y that th e swit ch has been set up correctl y . Before yo u continue , ensure t hat you ha ve conf igured Symposium Cal l Center Serv er as descri bed in th e Admin ist rato r’ s Guid e.
Sympos ium and D MS/MSL-1 00 Switc h Guide 89 April 2004 Verifyin g the conf iguration V erifying that the ser ve r can log on to the sw it c h Introduction Symposium Cal l Cente r Serv er atte mpts to log on to t he swit ch at sta rtup and— if the li nk goes do wn—whene v er th e link becomes av ail able.
90 Sympos ium Call C enter Serv er Verifyin g the conf igurati on Standard 1.0 2 T yp e the following te xt: route add -p cmipaddr route where cm ipaddr i s the actual IP addr ess of the ser ver in Symp osium Call Center Se r ver, and “ rout e ” is the IP addre ss of the neares t router or ICM link on the EIU .
Sympos ium and D MS/MSL-1 00 Switc h Guide 91 April 2004 Verifyin g the conf iguration V erifying A CD gro ups and subgr oups Introduction T o v erify th at A CD groups an d subgroups are cor rectly def ined, us e the A CDSHOW uti lity .
92 Sympos ium Call C enter Serv er Verifyin g the conf igurati on Standard 1.0 V erifying that phone sets are corr ectly config ured Introduction T o verify t hat a phon eset is co rrec tly c onfigure d, en sure that i t is configu red a s a type Merid ian Digital Centr ex (MDC), and tha t all ke ys are correctl y confi gured.
Sympos ium and D MS/MSL-1 00 Switc h Guide 93 April 2004 Verifyin g the conf iguration V erifying supervisor phoneset configurations T o ve ri fy t ha t su per v is or phone set s a re cor rec tl y co nf igured, check the phon eset conf igurat ion usi ng the QLEN command .
94 Sympos ium Call C enter Serv er Verifyin g the conf igurati on Standard 1.0 V erifying that agents are correctly configured Introduction If agent s are cor rectly conf igured, agents c an log on to a phones et, an d their stat u s is co rrectl y re po rted in the a gent real -t ime d ispla y .
Sympos ium and D MS/MSL-1 00 Switc h Guide 95 April 2004 Verifyin g the conf iguration V erifying that the CDNs are correctly config ured Introduction If a Cont rolled Di rectory Number (CDN) i s correc tly conf igured, Sympos ium Call Cent er Serv er c an acquire that CDN, and calls to th at CDN are cor rectly routed.
96 Sympos ium Call C enter Serv er Verifyin g the conf igurati on Standard 1.0 Sample script GIVE RINGB A CK WA I T 2 IF (CDN = 4165 557890) THEN QUEUE T O SKILLSET skillset_A_sk WA I T 2 LOG “queue.
Sympos ium and D MS/MSL-1 00 Switc h Guide 97 April 2004 Verifyin g the conf iguration V erifying that m u sic and RAN r outes are correctly configured Introduction If music and RAN routes are co rrectl y conf igur ed, calls recei ve the c orrect recorde d announ cement or musi c tr eatment.
98 Sympos ium Call C enter Serv er Verifyin g the conf igurati on Standard 1.0 WA I T 2 GIVE RAN welcome_RAN_gv WA I T 2 GIVE RAN holida y_RAN_gv QUI T V erifying music/RAN r oute configurations T o veri fy th at RAN or mus ic routes are corr ectl y conf igured, ma ke a call to t he CDN for which RAN or music treatment is conf igured.
Sympos ium and D MS/MSL-1 00 Switc h Guide 99 April 2004 Verifyin g the conf iguration V erifying that DNISs are correctly configured Introduction T o enable Sym posium Call Cente r Serv er to monitor dia led nu mbers (pri mary and suppl ementary A CD-DNs), you must con fig ure th em on the swit ch and def ine them a s DNISs on the serv er .
100 Sympos ium Call Ce nter Serv er Verifyin g the conf igurati on Standard 1.0 Sample script GIVE RINGB A CK WA I T 2 IF (DNIS = 8 005554567 ) THEN QUEUE T O SKILLSET skillset_A_sk WA I T 2 LOG “us.
Sympos ium and D MS/MSL-1 00 Switc h Guide 101 Chapter 4 T r oub leshooting In this ch ap ter Overvi ew 102 Subsys tem link problems 103 Resource c onfiguration p roblems 10 6.
102 Sympos ium Call Ce nter Serv er Troub leshooti ng Standard 1.0 Over view This sec tion de scribes proble ms that ca n occur , as well as poss ible caus es and recom mend ed so lutio ns for these probl ems .
Sympos ium and D MS/MSL-1 00 Switc h Guide 103 April 2004 Troub le sho oti ng Subsystem link pr oblems Introduction This sec tion l ists pr oblems that can oc cur during ve rif icat ion of th e conf igur ation. F or e ach pro blem, it su ggests possible causes .
104 Sympos ium Call Ce nter Serv er Troub leshooti ng Standard 1.0 ! The custo mer LAN or W AN is correct ly insta lled and conf igured. T o check the LAN or W AN, use the ping utilit y . F or more information about th is uti lity , refer to t he Installa tion a nd Mainte nance Gui de .
Sympos ium and D MS/MSL-1 00 Switc h Guide 105 April 2004 Troub le sho oti ng Sharing ICM resour ces acr oss multiple applications using LinkPle xer 1.2 LinkPle xer 1. 2 enables multi ple applicati ons to share ICM resources. Li nkPlex er 1.2 ac ts as a swi tch proxy wi th app licati ons connect ing to LinkPle x er 1.
106 Sympos ium Call Ce nter Serv er Troub leshooti ng Standard 1.0 Resour ce configuration pr oblems Introduction This sec tion l ists pr oblems that can oc cur during ve rif icat ion of re source conf igur ation. F or e ach pro blem, it su ggests possible causes .
Sympos ium and D MS/MSL-1 00 Switc h Guide 107 April 2004 Troub le sho oti ng ! The second ary DN is conf igured on the swi tch. ! The second ary DN has the ECM conf igured prope rly on the switch. ! The second ary DN is conf igure d as an at trib ute of the cor rect phone set on Sym po sium C all C enter Server.
108 Sympos ium Call Ce nter Serv er Troub leshooti ng Standard 1.0 Calls are not being presented to agents If you ar e using t he V ariabl e Wrap opti on, agen ts go into V ariable Wrap state after compl et ing a ca ll . (Y ou conf igure the lengt h of th e v ariable wrap per iod on the swit ch.
Sympos ium and D MS/MSL-1 00 Switc h Guide 109 April 2004 Troub le sho oti ng Phones et does n ot display the ski llset nam e If the phonese t does not displ ay the ski llset na me, ensur e that th e followi ng conditi ons ha ve been met: ! The SCAI ser vice v e rsion used to c onnect to the swi tch is SCAI1 7 or late r .
110 Sympos ium Call Ce nter Serv er Troub leshooti ng Standard 1.0.
Sympos ium and D MS/MSL-1 00 Switc h Guide 111 Appe ndix A Preinstallation chec klis t In this appendix Preinstal lation c hecklist 112.
112 Sympos ium Call Ce nter Serv er Preinsta llatio n checklis t Standard 1.0 Preinstallation c hecklist Introduction The fo llo wing c hecklist incl udes a lis t of r equired a nd opti onal compone nts fo r the swit ch, the netw ork and rou ter syst em, and t he CPE.
Sympos ium and D MS/MSL-1 00 Switc h Guide 113 April 2004 Preinstallati on checkli st Networ k and Rout er Components Dedicate d Ethernet Link Y es Link provi des hi gher lin k rel i a bil it y and b andw idt h by reducing p ack et coll ision s and r etran smit s.
114 Sympos ium Call Ce nter Serv er Preinsta llatio n checklis t Standard 1.0 CPE Components Fire wall Soft ware Y es Pro vides is olati on of the Te l c o netwo rk and swit ch fr om unauthori zed e xter nal access. 10Base-T Et herne t Hub Y es Provides Ethernet connecti vity betwe en network compon ent s.
Sympos ium and D MS/MSL-1 00 Switc h Guide 115 Glossary A accelerator ke y A ke y on a pho neset t hat an age nt can use to plac e a call qu ic kly . When an agent presses an acc elerato r ke y , the syste m places the ca ll to the conf igured number associa ted wit h the k e y .
116 Sympos ium Call Ce nter Serv er Glossa ry Stand ard 1.0 acquire d resour ce A resourc e conf igured on the switch th at is under the contro l of Symposium Cal l Center Se rv er . Resour ces must be c onf igured with matchi ng v alues on both th e switch a nd Symposium Cal l Center Se rver .
Sympos ium and D MS/MSL-1 00 Switc h Guide 117 April 2004 Glossary agent to supervisor assignment A def initi on that, when you run it, as signs one o r more agent s to spec if ic supervi sors. Agent to supe rviso r assignme nts can be schedul ed. API See appl ication p rogra m interf ace.
118 Sympos ium Call Ce nter Serv er Glossa ry Stand ard 1.0 A utomatic call distrib ution dir ectory number A primary o r supplemen tary DN asso ciated wi th an A CD group. Call s made to an automat ic ca ll dist rib ution director y number are dist rib uted to agent s belongi ng to the gr oup, bas ed on the A CD routing table on t he swit ch.
Sympos ium and D MS/MSL-1 00 Switc h Guide 119 April 2004 Glossary call p r io r ity A numerica l v alue assigned i n a scr ipt that def ines the relat i ve importanc e of a call.
120 Sympos ium Call Ce nter Serv er Glossa ry Stand ard 1.0 cl ient The part of Symposi um Call Cent er Serv er that runs o n a persona l comput er or workst atio n and reli es on t he serv er to pe rform s ome operati ons. T wo t ypes of client ar e a v ailable, Class ic Client and Symposium W eb Client.
Sympos ium and D MS/MSL-1 00 Switc h Guide 121 April 2004 Glossary default skil ls et The sk illset to which calls ar e queue d if the y hav e not been queued to a sk illset or a spec if ic agent b y the end of a sc ript. desktop user A conf igured user who can log on t o the Symp osium Call Ce nter Serv er from a clien t PC.
122 Sympos ium Call Ce nter Serv er Glossa ry Stand ard 1.0 DN call See di rector y number call . DNIS See Dial ed Number Iden tif ication Service. dongle The atta chment p lugged int o the p arallel port of a serv er connected to a DMS/ MSL-100 s witch that authe nticate s the s erial nu mber req uired at the ti me of serv er installa tion.
Sympos ium and D MS/MSL-1 00 Switc h Guide 123 April 2004 Glossary event 1. An occur rence o r action on t he Symposi um Call Cent er Serv er, s uch as the sending or recei ving of a messa ge, the open ing or closing of an app licatio n, or the re porti ng of an er ror .
124 Sympos ium Call Ce nter Serv er Glossa ry Stand ard 1.0 Incalls ke y The ke y on an agent ph oneset to which i ncoming A CD and Symposium Ca ll Center Se rv er call s are pres ented.
Sympos ium and D MS/MSL-1 00 Switc h Guide 125 April 2004 Glossary Local area netw ork A computer netwo rk that s pans a rel ati vely small area. Mo st LANs connec t wor kstatio ns and pe rsonal co mputers , and ar e conf ined to a singl e b uilding or group of b uildings .
126 Sympos ium Call Ce nter Serv er Glossa ry Stand ard 1.0 MIB See Managemen t Informat ion Base. MLS See Meridia n Link S ervic e s. MSL-100 Meridian Stored Logi c 100 switc h m usic r oute A reso urce in stall ed on th e swit ch that provide s m usic to caller s whil e they wait for an agent.
Sympos ium and D MS/MSL-1 00 Switc h Guide 127 April 2004 Glossary OEM Origina l equipment manufact urer OLE See obje ct li nking and embe dding. Open Database Connectivit y A Microsof t-def ined database applicat ion progr am interf ace (API) sta ndard.
128 Sympos ium Call Ce nter Serv er Glossa ry Stand ard 1.0 phoneset The physi cal de vice, conn ect ed t o t he s wit ch, t o whi ch c al ls are pr ese nte d. Each agent an d super visor mu st ha v e a phone set. phoneset dis pla y The d ispla y are a on an age nt’ s phoneset where info rmatio n about inc omin g cal ls can be co mmunicate d.
Sympos ium and D MS/MSL-1 00 Switc h Guide 129 April 2004 Glossary relation al expressi on An expr essi o n use d in s c ript s to te st for d ifferen t c ondi tion s . Rel atio n al express ions are l ess than ( <), g rea ter th an (> ), le ss tha n or equa l to ( < =), grea ter than or equal t o (> =), and no t equal to (< >) .
130 Sympos ium Call Ce nter Serv er Glossa ry Stand ard 1.0 scri p t variable See va r i a b l e . second-le vel t hreshold The v alue used in di splay threshol ds tha t repres ents the h ighest v a lue of the normal r ange fo r a gi ven sta tistic. The sys tem tracks ho w often the v alue for th e stat istic falls outs ide t his v alue.
Sympos ium and D MS/MSL-1 00 Switc h Guide 131 April 2004 Glossary Simple Netw ork M ana gement Protoc ol A systema ti c w a y of mon it ori ng and mana ging a co mp ute r net w ork.
132 Sympos ium Call Ce nter Serv er Glossa ry Stand ard 1.0 Standb y server A serv er that conta ins an up-t o-date v ersion of the d atabase, f or use when t he Active server b ecom es un av a ila ble. supervisor A user who man ages a grou p of age nts.
Sympos ium and D MS/MSL-1 00 Switc h Guide 133 April 2004 Glossary Symposium W eb Center P or tal A client /serv er co ntact center a pplicati on tha t expa nds con tact c enter e- mail capabil ities t o allo w agents to vie w , respon d to, and trac k requests o ver t he Inter net.
134 Sympos ium Call Ce nter Serv er Glossa ry Stand ard 1.0 threshold c lass A set of o ptions that spe cif ies ho w statis tics are trea ted in re ports and re al-time display s.
Sympos ium and D MS/MSL-1 00 Switc h Guide 135 April 2004 Glossary user -define d script A script that is modif ied by an aut horized u ser on t he Symposium Ca ll Center Ser ve r s yst em. utilit y A program t hat perf orms a speci f ic task , usually related t o managing s ystem resourc es.
136 Sympos ium Call Ce nter Serv er Glossa ry Stand ard 1.0.
Sympos ium and D MS/MSL-1 00 Switc h Guide 137 Inde x A AC D conf igur ing grou ps, 57 groups and su bgroup s ve rif ication, 91 groups for CDN , conf igur ing, 57 ring thr eshol d, 62 subgro ups, con.
138 Sympos ium Call Ce nter Serv er Index Standa rd 1.0 configu ring (cont inued ) agent phones ets, 71 agent phones ets on the server , 72 agents on the se rver , 77 BGD A T A, 44 CDNs, 66 CDNs in co.
Sympos ium and D MS/MSL-1 00 Switc h Guide 139 April 2004 Index logon agents or supervisor s unab le to log on, 107 failu re, 90 server , configuring switch, 38 troubles hooti ng, 10 3 logon configuri.
140 Sympos ium Call Ce nter Serv er Index Standa rd 1.0 Skillset displa y , 12 , 109 subsystem link prob lem troubleshooting, 103 supervi sor phon eset k eys, co nf iguri ng, 74 supervi sor phon esets.
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Nor tel Networks Symposium Call Center Server Symposium and DMS/MSL-100 Switch Gui de Nor tel Networ ks Mervue Busi ness P ark Galw a y , Ireland Cop yright © 2004 Nor t el Ne tworks, All Rights Reser ved Inf o rmation is subjec t to chan ge withou t not ice.
An important point after buying a device Nortel Networks DMS/MSL-100 (or even before the purchase) is to read its user manual. We should do this for several simple reasons:
If you have not bought Nortel Networks DMS/MSL-100 yet, this is a good time to familiarize yourself with the basic data on the product. First of all view first pages of the manual, you can find above. You should find there the most important technical data Nortel Networks DMS/MSL-100 - thus you can check whether the hardware meets your expectations. When delving into next pages of the user manual, Nortel Networks DMS/MSL-100 you will learn all the available features of the product, as well as information on its operation. The information that you get Nortel Networks DMS/MSL-100 will certainly help you make a decision on the purchase.
If you already are a holder of Nortel Networks DMS/MSL-100, but have not read the manual yet, you should do it for the reasons described above. You will learn then if you properly used the available features, and whether you have not made any mistakes, which can shorten the lifetime Nortel Networks DMS/MSL-100.
However, one of the most important roles played by the user manual is to help in solving problems with Nortel Networks DMS/MSL-100. Almost always you will find there Troubleshooting, which are the most frequently occurring failures and malfunctions of the device Nortel Networks DMS/MSL-100 along with tips on how to solve them. Even if you fail to solve the problem, the manual will show you a further procedure – contact to the customer service center or the nearest service center
