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Nor tel Netw orks Symposium Call Ce nter Server Symposium and DMS/MSL-100 Swit ch Gui de Produc t release 5 .0 Standa rd 1.0 Apr il 2004 297-218 3-912.
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Nor tel Networks Symposium Call Center Ser ver Symposium and DMS/MSL-100 Swit ch Gui de Pub l ic ati on n um ber: 297-2 183 -91 2 Prod uct r eleas e: 5.0 Docu ment r eleas e: Stan dard 1.0 Date : Apr il 20 04 Cop yrig ht © 2004 Nor tel Ne two r ks, All Rights Reser ve d Inf o rm a tion is subjec t to change w ithou t notic e.
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Symp osium a nd DMS/MSL-1 00 Switc h Guide v Pub licat ion hi st ory April 20 04 The St andard 1.0 v ersion of the Nortel Ne tworks Sympo sium Call Cent er Serv er Symposiu m and DMS/MSL-100 Swi tch Gui de Release 5.
vi Sympos ium Cal l Center Server Publi cation hi story Stand ard 1.0.
Symp osium a nd DMS/MSL-1 00 Sw itch Guide vii Contents 1 Getti ng started 9 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Skills you need . . . . . . . . . . . . . . . . . . . . .
viii Sympos ium Cal l Center Server Conten ts Stand ard 1.0 3 Verifying the configuration 87 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Verifying that the server can log o n to the switch .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 9 Chapter 1 Getting star ted In this ch ap te r Ov er view 10 Skills y o u need 11 What’ s ne w in Releas e 5.
10 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 Over vie w Throug hout this guide, the term DMS switc h applies to the fol lo wing switch type s: ! DMS Switch ! MLS-100 ! Succe ssion.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 11 April 200 4 Getti ng start ed Skills y ou need Intr oduction This section de scri bes the sk ills and kno wledge you ne ed to us e this gui de effectiv el y .
12 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 What’ s n e w in Release 5.0? Skillset di spla y on phoneset Symposi um Call Cente r Serv er Releas e 5.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 13 April 200 4 Getti ng start ed Components Intr oduction Symposi um Call Cente r Serv er con sists of three k e y componen ts: telepho ny , serv er , and clie nt.
14 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 Switch The swi tch is the h ardwa re and softwar e component that pro vides telep hon y serv ices. The s witch s ends an d recei ves call s to and fr om Symposiu m Ca ll Cente r Serv er.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 15 April 200 4 Getti ng start ed Symposi um Call Cente r Serv er suppor ts the DMS, M LS- 100, Succes sion 2000, and Communi cation Se rv er 2100 swi tches. Thro ughout this gu ide, the t erm DMS Switch applies t o all th e supporte d switc h types.
16 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 Ser ver The se rver component , which uses Micros oft W indo ws 2000 soft ware, i s res po nsib le for f uncti ons s uch as ! the lo g.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 17 April 200 4 Getti ng start ed ELA N The embe dded LAN (ELAN) is a dedicat ed Etherne t TCP/I P LAN connecti ng the Sy mposi um Call Cent er Ser v er and the swi tc h. The EL AN mus t be a pr i vat e isolat ed netw ork that is d edicat ed to the switch an d to t he cal l ce nter .
18 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 ! Inte racti ve V oice Response (I VR) v oic e ports ar e cont rolled b y IVR and monitore d b y Symposiu m Call Center Serve r ! Sym .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 19 April 200 4 Getti ng start ed Ho w Symposium Call Center Ser v er comm unicates with the s witc h Intr oduction Sym posiu m Call Cent er Server a nd th e swit ch mus t be ab le to exc hange inf ormatio n if call s are to be succ essful ly route d in Sympo sium Ca ll Center Serv er.
20 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 F or eac h call ar ri ving a t a CDN, the swi tch info rms Symposi um Call Cente r Serv er of the ca ll’ s arri v al and s tart s a time r while w aiting for the rout ing inst ructions .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 21 April 200 4 Getti ng start ed ! A CDN has a defaul t A CD group, which is dataf illed on the switc h. The de fault A CD group is dataf illed in table A CDGRP . ! A CDN can ha ve the foll o wing stat es: ! Contr olled Inco ming calls ar e handled b y Symposium Call Cen ter Serv er.
22 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 1. An in comi ng ca ll arrives at th e swi tch. 2. The ca ll is ro uted t o an IVR port (optiona l). 3. Th e IVR tr ans fers th e call to a CD N af ter the calle r ent ers di gits ( opt ional ).
Symp osium a nd DMS/MSL-1 00 Switc h Guide 23 April 200 4 Getti ng start ed ! If S ym pos iu m Ca ll Cent er Ser ver rec e i ves the n otificati on, a retur n not if ic ation is se nt to the s witc h. T he ca ll rem ains on t he CDN unde r the control of Sympos ium Call Cent er Serv er.
24 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 Support for s witch features Intr oduction This section de scribes featu res conf igurable on the swi tch, and e xplains h ow they int eract with S ympo sium C all Ce nter S e rver.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 25 April 200 4 Getti ng start ed Unsupported keys on agent phonesets Do not conf igure the fo llo wing k eys on agent phoneset s.
26 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 Once t he agent ha s forw arded t he cal l to his o r her supe rvisor , the ligh t next to the a gent’ s Emer gency k ey flash es.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 27 April 200 4 Getti ng start ed LOB codes Line of Business (LOB) cod es, or act i vity codes, i dentify t he type of call. F or e xample, an acti vity code c an indica te a Sal es or a Sup port c all. T o use acti vity codes , you must ena ble th e LOB featur e on the swi tch.
28 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 Notes: 1. Th e s witch does not al low agent s to pr ess the LOB key whi le they ar e in conf erence wit h anoth er agent. 2. The se rver does not monitor a cti vity codes for DN call s.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 29 April 200 4 Getti ng start ed V ar iable W rap fea ture When an a gent r eleas es a call , the V ari able Wra p feat ure pre ven ts another call fro m bei ng pres ented to the agent for a s pecific p eriod of tim e.
30 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 Night serv ice feature Skil lsets go out of s ervic e under th e foll ow ing condi tion s: ! auto maticall y , when all a gents h av e.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 31 April 200 4 Getti ng start ed Preinstallation chec klist Completing a preinstallation c hec klist Befor e attempt ing to conf igure the switch fo r Sympos.
32 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 Config urati on tasks Intr oduction Conf iguration o f the swit ch to communi cate wi th Symposium Cal l Center Serv er in vol v es instal ling and conf iguring the EIU, instal ling and c onf iguring ICM, conf iguri ng the swit ch, and conf iguri ng Symposi um Call Cente r Serv er.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 33 April 200 4 Getti ng start ed ! Ins tall the networ k cable fr om th e route r to the Ch anne l Servic e Unit ( CSU) or an y other tra nsport de vice. ! Ins t a ll the c lie nt CSU . ! Conf igure the co nnection b e tween the DMS CSU and the cl ient CSU.
34 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 OFCOPT Cate gorizes ICM messages in groups (thi s table i s main taine d by Norte l Network s). Note : For ICM CCM010 (SCAI1 2), do not enable t he Netw ork_ICM_Acti ve feature . OFCV AR Contai ns the ope rating pa ramete rs tha t the ope rating compan y can change.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 35 Chapter 2 Configuring the s witch In this ch ap te r Ov er vi e w 36 Sec tio n A: Co nf igurin g the I CM link p ar ame ter s 37 Sec tion B : Con figuri n.
36 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Over vie w This chapte r pro vides p rocedures for c onf igurin g the s witch to w ork with Symposi um Call Cente r Serv er.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 37 April 2004 Config uring the switch Section A: Configuring the ICM link parameter s In this se ct io n Ov er view of config uri ng the ser ver logo n 38 Co.
38 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Overview of config uring the ser ver logon Intr oduction Symposi um Call Cente r Serv er must log on to t he switch using a n ICM linkset befo re it c an acqui re swit ch res ources and e xchang e mess ages.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 39 April 2004 Config uring the switch Configuring ICM security In or der to es tablish a secur e ICM sessio n, you must conf igur e the fol lo wing para mete.
40 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Configuring logon The fo llo wing i llustr ation dis plays the table s you must update t o allo w Sym posiu m Call C ente r S erver to l og on to th e swit ch. The illustr ation displ ayed is an e xample.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 41 April 2004 Config uring the switch The f ollowing il lustra tion sho ws th e rela tions hips be twee n the p a rame ters in thes e tables: G101336 SCAISSRV SCAICOMS LINKSET SCAILNKS (IP address of the server) CUSTENG CUSTNAME SCAIPROF PROFKEY PROFILE SUBSERV BEST AIRTOR1 TCP 50.
42 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 T o ente r and edit da ta in the tab les If y ou ha ve entered a n incorre ct paramet er in a table, y ou can ch ange the para meter with out discardi ng the par ameters that ha ve be en entere d corr ectly .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 43 April 2004 Config uring the switch Configuring SCAICOMS Intr oduction T able SCAICOMS def ines links et names and assig ns them to t he appr opriate hard ware de vice. Thi s enables a logi cal pathw ay through the EIU to Symposium Call Cent er Serv er.
44 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Configuring BGD A T A Intr oduction T a ble B GD A T A allows you t o configure mult iple sw itch es so tha t they can share MDC feat ures. This table ass ociates a b usiness group ID (BGI D) with a cust omer group.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 45 April 2004 Config uring the switch Result: The LSCF N prompt appe ars. 10 Ty p e $ and pres s Ente r . Result: The LCSINCP T prompt a ppears. 11 Ty p e 0 (zero) an d press En ter . Result: The OPTIO N prompt appears.
46 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Configuring SCAIGRP Intr oduction T able SCAIGRP ass ociates a b usiness group I D for a customer gr oup with one or more lin kse ts . Each gr oup is gi v en a pa ssw o r d, ne tw or k node ID, li nks et , and an a ss ocia ted BG ID.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 47 April 2004 Config uring the switch Configuring SCAISSR V Intr oduction T able SCAISSR V def ines a series of prof iles for ICM mes sages, and specif ies what i nformat io n is inc luded i n the m essage s.
48 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 RESEVENT10$ RESEVENT (SET OFFHK 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 .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 49 April 2004 Config uring the switch Configuring SCAIPR OF Intr oduction T able SCAIPR OF def ines the t ypes of in format ion sen t by t he swit ch to Sym posiu m Call C enter Server.
50 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 5 Respon d to the p rompts t o create the group . The f ollowing p rompts req uire special v alues f or us e with Sympo sium Call Ce nter Ser ver: When you fini sh ent ering r esponse s , t ype $ .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 51 April 2004 Config uring the switch Configuring CUSTNTWK Intr oduction The ta bl e CUSTNTWK ass ign s a net w ork ID t o a c ust omer gr oup. Th e netw or k ID id entif ies your or ganizat ion’ s netw ork within the t elephon y en vironment.
52 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 53 April 2004 Config uring the switch Section B: Conf iguring s w itch re sour ces In this se ct io n Over view of conf iguri ng s w itch res ources 54 Confi.
54 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Over vie w of configuring s w itch resour ces Intr oduction Y ou must ensure that the foll o wing r esources are co rrectly co.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 55 April 2004 Config uring the switch ! Conf igure each CDN t o be acq uired b y the ser v er and e ach primar y or supplemen tary A CD-DN to be monitor ed b y the serv er . ! Conf igure the ph oneset s to be acq uired and monitor ed b y the ser ver .
56 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Con figur ing RA N and m usic r oute s Intr oduction Y ou can use RAN and mus ic ro utes t o pro v ide fe edback t o call ers whi le th e y are wai ting in q ueue.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 57 April 2004 Config uring the switch Config uring A CD gr oups Intr oduction An A CD group is a logica l group t hat cont ains a s et of pr imary or supplement ary A CD-DNs, phone sets, and agents .
58 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Result: The A CDNAME prom pt appears. 3 Ent er a nam e f or th e A CD gr oup . Result: The utili ty prompts y ou f or t he CUSTGRP . 4 Enter a n ame for the custo mer group of th e A CD-DN .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 59 April 2004 Config uring the switch Result: The utili ty prompts you f or t he FRCNGTSV . 16 Enter a valid v a lue. Result: The OPTIO N prompt appears. 17 Enter a valid CDN. Result: The DEF A UL TGRP prompt a ppears.
60 Sympos ium Cal l Center Server 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 modif ications to the A CDGRP table must be a pplied t o the de fault A CD group, n ot the CDN. 1 Edit t he A C DGRP table by typing table A CDGRP and pr essing Enter .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 61 April 2004 Config uring the switch Result: The utili ty prompts y ou f or t he MSQS. 13 Enter a valid v a lue. Result: The utili ty prompts you f or t he DISTRING. 14 Enter a valid v a lue. Result: The utili ty prompts y ou f or t he OBSWT ONE.
62 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 22 Ty p e Y to sav e the TUPLE a nd press E nter . 23 Repeat ste ps 2 thro ugh 21 f or eac h A CD group of this type that y ou want to crea te. 24 T o exit from th e tab le, type quit and press Ente r .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 63 April 2004 Config uring the switch The f ollo wi ng table sho w s al l of t he opt ions in ta ble A CDGRP and whet her t he y are compatible for a CDN: TH.
64 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 T able A CDR TE defi nes th e enhanced o verf lo w routes that a group ca n tak e. It als o def ines the audi o treatment s that A C D g roups use. The routes de fi ned for an A CD group i n table A CDR TE are not applied for calls in the CDN.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 65 April 2004 Config uring the switch Config uring A CD subg r oups Intr oduction Y ou can use sub groups to d i vide agent s into smal ler g roups for support and monito ring. Assign a supe rviso r to each subgroup .
66 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Configuring DNs Intr oduction In tabl e DNR OUTE, you must conf igure each of the Contr olled Directory Numbers (CDNs) that Sympos ium Call Center Ser ver mon itors. Y ou mus t also conf igure an y A CD-DNs and sup plement ary DNs that you are u sing.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 67 April 2004 Config uring the switch 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 a ppears. 6 Ty p e FEA T and pres s Ente r .
68 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 4 Ty p e FEA T and pres s Ente r . Result: The FEA TURE pr ompt appea r s . 5 Ty p e A CD and pr ess En ter . Result: The A CDGRP prompt a ppears. 6 Continue res ponding to the prompts to define the A CD-DN o r suppl ementar y DN.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 69 April 2004 Config uring the switch Configuring agent pho nesets Intr oduction Y ou mus t con f igure e ach p hone set t hat Sympos ium Cal l Center Se rv er acquir es.
70 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Before y ou begin Befor e conf igurin g a phone set, yo u must perf orm the fol lo wing tasks: ! Log on t o the swit ch fr om a MAP term inal wit h a use r ID that h as the pri vile ge le ve ls requi red to access th e SER V ORD utility .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 71 April 2004 Config uring the switch ! Def i ne the A CD group t o which the agent phoneset be longs in t able A CDGRP (see “ Conf igurin g A CD groups” on page 57).
72 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 11 Enter a valid v a lue. Result: The OPT KEY prom pt appear s . 12 Ty p e $ and press Ente r .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 73 April 2004 Config uring the switch Notes: 1. The ag ent phonese ts conf igured on the switc h must ha v e matching data conf igur ed on Symposi um Call Cente r Serv er. If, at an y time, you edit an y of the d ata on S ymposium Call Ce nter S erver , you must reconf igure th e reso urce on th e switc h.
74 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Configu ring su pe r v i sor phon es ets Intr oduction In each A CD subgroup, y ou must conf igure one s upervisor phoneset. Symposi um Call Cent er Serv er must acquire this phon eset so that it can monit or the s tatus of the phones et.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 75 April 2004 Config uring the switch 3 Continue res ponding to the pro mpts to def ine the pho neset. Be sure to define the f oll o win g options : ! positi.
76 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Config uring logo n IDs Intr oduction Y ou must conf igure the logon ID of ea ch agent who logs on to a phones et monitore d b y Symposium Call Center Se rver .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 77 April 2004 Config uring the switch 5 Ty p e N and p ress Ente r . Result: The OPTIO N prompt appears. 6 Selec t the V ARWRAP opti on.
78 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 79 April 2004 Config uring the switch Sect io n C: Checking the se r ve r conf igurat ion In this se ct io n Ov er v iew of s er v er co nfigu ra tio n 80 Ch.
80 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Over vie w of serv er configuration Instal lati on of Symposi um Call Cente r Serv er ena bles you t o conf igure the conne ction to t he swi tch. After the inst alla tion, you ca n vie w the conf iguration info r mati on to c onfirm th a t it wa s entere d cor rect ly .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 81 April 2004 Config uring the switch Chec k ing the serv er configuration Intr oduction This section de scri bes checki ng the switch conn ectio n. T o c hec k the sw itch c onnection 1 F rom the SMI win dow , cho ose System Administra tion ➝ Syst em Configu ration ➝ Ser ver Se ttings.
82 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Result: The Sw itch con figuration pr oper ty she et appe ars . Th is proper ty sheet contains addition al inf orm ation abou t the ser ver confi guration on the sw i t ch . 3 Click Close to r etur n to the Swi tch Resour ce proper ty sheet.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 83 April 2004 Config uring the switch Relationship of server config uration and s witch da tafill Intr oduction This section s ho ws th e relati onship s between f ields in the Sym posium Ca ll Cente r Serv er con fig uration a nd tupl es in the DMS table s.
84 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Predefine d v alues The fo llo wing f ields in the Sympos ium Call Center Ser ver conf iguration ha ve pred efi ned v alues: Note : T o change the Servic e ID or S ervice V ersion, use the Fea ture Repor ts utili ty on the s erv er .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 85 April 2004 Config uring the switch Business Gr oup ! uniqu ely ident if ies a Meridian Bus iness Group (MBG) customer wit hin a publi c netwo rk ! is assi.
86 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 ! iden tif ies the specif ic custo mer host app licatio n (for exampl e, Symposi um Call Cent er Serv er , OPEN IVR, T API Dri ver) i nitiati ng the lo gon requ est ! assi gned b y the c ustomer ! must be a n umber bet ween 1–3 2767.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 87 Chapter 3 V erifying the configuration In this ch ap te r Ov er vie w 88 V er ifying that the ser ver can lo g on to the switch 89 V er ifying ACD g roups.
88 Sympos ium Cal l Center Server Verifyin g the c onfigur ation Stand ard 1.0 Over vie w Intr oduction This section de scri bes ho w to v erify that the s witch has b een set up correc tly . Before yo u conti nue, ensur e that you hav e conf igured Sy mposium Call Ce nter Serv er as descri bed in the Adm in istrato r’ s G uide .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 89 April 2004 Verifying the c onfigur ation V erifying that the ser ver can log on to the sw it c h Intr oduction Symposi um Call Cente r Serv er at tempts to log on t o the swit ch at s tartup and— if the li nk goes do wn—whe ne ver th e link becomes av ail able.
90 Sympos ium Cal l Center Server Verifyin g the c onfigur ation Stand ard 1.0 2 T ype th e f ollowing t e xt: ro ute add -p cmipaddr route where cmipaddr i s the ac tual IP add ress of the ser ver in Symp osium Cal l Center Se r v er, an d “ rout e ” is the IP address of the neares t router or ICM link on the EIU .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 91 April 2004 Verifying the c onfigur ation V erifying A CD gr oups and subgr oups Intr oduction T o veri fy th at A CD groups an d subgro ups are correct ly def ined, use the A CDSHO W utili ty .
92 Sympos ium Cal l Center Server Verifyin g the c onfigur ation Stand ard 1.0 V erifying that phonesets a re correctly config ured Intr oduction T o verify that a ph onese t is c orr ectly configu red, e nsure that it is con f igur ed a s a type Meridian Digi tal Centre x (MDC), and that all k e ys are cor rectly co nfigur ed.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 93 April 2004 Verifying the c onfigur ation V erifying supervisor phoneset configurations T o veri fy tha t su per vis or phone set s a re cor rec tly co nf igured, check the phon ese t conf iguratio n using the QLEN command.
94 Sympos ium Cal l Center Server Verifyin g the c onfigur ation Stand ard 1.0 V erifying that agents are corre ctl y configured Intr oduction If agent s are correct ly conf igured, ag ents can l og on to a ph oneset, and th eir stat us is c orrec tly re porte d in th e agen t real -time disp lay .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 95 April 2004 Verifying the c onfigur ation V erifying that the CDNs are corr ectl y config ured Intr oduction If a Cont rolled Di recto ry Number (CDN) is cor rectly c onfi gured, Symposium Call Center Ser ver c an acquire that CDN, and cal ls to th at CDN are correct ly routed.
96 Sympos ium Cal l Center Server Verifyin g the c onfigur ation Stand ard 1.0 Sample sc ript GIVE RINGB A CK WA I T 2 IF (CDN = 4165 557890) THEN QUEUE T O SKILLSET skillse t_A_sk WA I T 2 LOG “que.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 97 April 2004 Verifying the c onfigur ation V erifying that m u sic and RAN r outes are correctl y configured Intr oduction If music and RAN rout es are co rrect ly conf igured, cal ls recei v e the corr ect reco rded announ cement or music tr eatment.
98 Sympos ium Cal l Center Server Verifyin g the c onfigur ation Stand ard 1.0 WA I T 2 GIVE RAN welcome_RAN_gv WA I T 2 GIVE RAN holida y_RAN_gv QUI T V erify ing m us i c/RAN r oute configurations T o veri fy th at RAN or mus ic routes are corr ectly co nfigur ed, make a call to the CDN for wh ich RAN or music trea tment is c onfi gured.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 99 April 2004 Verifying the c onfigur ation V erifying that DNISs are correctly configured Intr oduction T o enable Sympo s ium Call Cente r Serv er to monitor dialed nu m bers (pri mary and s upplementar y A CD-DNs), you must conf igure them on the switch and def ine them as DNISs on the se rver .
100 Sympos ium Call C enter Serv er Verifyin g the c onfigur ation Stand ard 1.0 Sample sc ript GIVE RINGB A CK WA I T 2 IF (DNIS = 8 005554567 ) THEN QUEUE T O SKILLSET skillse t_A_sk WA I T 2 LOG .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 101 Chapter 4 T r oubleshooting In this ch ap te r Over vie w 102 Subs ystem li nk problems 103 Resourc e config uration problems 106.
102 Sympos ium Call C enter Serv er Troub leshooti ng Stand ard 1.0 Over vie w This section de scri bes proble ms that can occur , as well as possib le causes and rec ommen ded s oluti ons fo r these probl ems .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 103 April 200 4 Troub le sho oting Subsystem link pr oblems Intr oduction This section l ists pr oblems t hat can oc cur during verif ication of the conf iguratio n. Fo r each pro blem, it sugges ts possi ble cau ses.
104 Sympos ium Call C enter Serv er Troub leshooti ng Stand ard 1.0 ! The cu stomer LAN or W AN is correct ly insta lled and c onfi gured. T o check the LAN or W AN, us e the ping utilit y . For mor e informa tion about this uti lity , refer to t he Installa tion a nd Mainte nance Gui de .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 105 April 200 4 Troub le sho oting Sharing ICM resour ces acr oss m ultiple applications using LinkPle xer 1.2 LinkPle xe r 1.2 enab les multipl e applicati ons to sha re ICM resource s. LinkPle xer 1.2 ac ts as a switch pr oxy with app licati ons conne cting to LinkPle xer 1.
106 Sympos ium Call C enter Serv er Troub leshooti ng Stand ard 1.0 Resour ce config uration pr ob lems Intr oduction This section l ists pr oblems t hat can oc cur during verif ication of resou rce conf iguratio n. Fo r each pro blem, it sugges ts possi ble cau ses.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 107 April 200 4 Troub le sho oting ! The se condary DN is conf igured on the switch. ! The se condary DN has the ECM con fig ured pr operly on the swi tch. ! The se condary DN is conf igured as an attr ibut e of the correct phone set on Sym posiu m Call C enter Server.
108 Sympos ium Call C enter Serv er Troub leshooti ng Stand ard 1.0 Calls are not being presented to agents If y ou are usi ng the V ari able Wrap op tion, a gents go i nto V ar iable Wrap state aft er compl et ing a ca ll. (Y o u con f i gure th e length of th e v ariab le wrap period on the s witch.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 109 April 200 4 Troub le sho oting Phon es et does n ot display the ski llset nam e If the phonese t does not displ ay the s killset name, en sure that the fo llo wing condi tions ha ve be en met: ! The SCAI service v ersion used to connect to the switch i s SCAI17 or la ter .
110 Sympos ium Call C enter Serv er Troub leshooti ng Stand ard 1.0.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 111 Appe ndix A Preinstallation chec klis t In this appendix Preins tallatio n checklist 112.
112 Sympos ium Call C enter Serv er Preinsta llatio n checklis t Stand ard 1.0 Preinstallation c hec klist Intr oduction The fo llo wing checkli st in cludes a l ist o f requir ed and op tional c omponents for the s witch, the netw ork and router s ystem, and t he CPE.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 113 April 200 4 Preinstall ation checkli st Netw ork and Rout er Components Dedic ated Ether net Link Y es Link pro vide s higher l ink rel iabil ity a n d band wid th by reduci ng pack et co ll ision s and r etra n smit s.
114 Sympos ium Call C enter Serv er Preinsta llatio n checklis t Stand ard 1.0 CPE Components Fire wal l Softw are Y es Pro vides isolati on of th e Te l c o netwo rk and swit ch from unautho rized e xter nal access . 10Base -T Etherne t Hub Y es Pro vides Ethe rnet connect i vity b etween netwo rk compon ent s.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 115 Glossa r y A acceler ator ke y A ke y on a pho neset t hat an age nt can use to pl ace a cal l quic kly . When an agent pres ses an acc elera tor ke y , t he syste m places the call to the conf igured number asso ciate d with t he ke y .
116 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 acquire d resour ce A resou rce conf igure d on the switc h that is un der the cont rol of Symposiu m Call Cente r Serv er . Resources mu st be conf igured wit h matching v alues on both th e swit ch and Symposi um Call Cente r Serv er .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 117 April 200 4 Glossary agent to supervisor assignment A def inition that , when you run it, as signs one or more a gents to s pecif ic super visors. Ag ent to supe rviso r assignme nts ca n be schedul ed. API See a pplicati on progra m inter face.
118 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 A utomatic call distri b ution directory number A primary o r supplemen tary DN asso ciate d with an A CD gro up. Call s made to an aut omatic ca ll di strib ution direct ory nu mber are distri b uted t o agents belo nging to t he group, bas ed on t he A CD routing t able on t he swit ch.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 119 April 200 4 Glossary call p r io r ity A numeri cal v alue assi gned in a s cript t hat def ines the relati ve impo rtanc e of a call .
120 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 c lient The pa rt of Symposi um Call Cent er Serv er t hat runs o n a pers onal comput er or wor kstatio n and re lies on t he ser ver t o perform s ome opera tions. T wo t ypes of client are a v ailable, Cl assic Cli ent and Symposium W eb Client.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 121 April 200 4 Glossary default skil lset The sk illset to which call s are queue d if t hey ha ve not bee n queued to a skil lset or a specif ic agent by t he end of a scri pt. desktop user A conf igured use r who can log on to the Sy mposium Cal l Center S erver from a clie nt PC.
122 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 DN call See di rector y number c all. DNIS See Di aled Number I dentif ication Ser vice. dongle The at tachment p lugged i nto the p arallel port o f a serv er connect ed to a DMS/ MSL-100 s witch t hat authe ntica tes the s erial nu mber req uired at the ti me of serv er instal lati on.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 123 April 200 4 Glossary e vent 1. An occ urrence o r action on the Symposi um Call Cent er Serv er, such as the sending or rec ei ving of a mes sage, t he opening or clo sing of an applicat ion, or the repo rting of an error .
124 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 Incalls ke y The k ey on an agen t phones et to whic h incoming A CD and Symposium Call Cente r Serv er call s are p resented .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 125 April 200 4 Glossary Local area net w ork A comput er netwo rk tha t spans a r elati vely s mall ar ea. Most LANs co nnect wor kstatio ns and personal compute rs, and are co nfi ned to a single b uildi ng or group of b uildi ngs.
126 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 MIB See Mana gement Informat ion Base. MLS See Merid ia n Link S ervic e s. MSL-100 Meridian Stored Logic 100 swi tch m usic r out e A res o urce in stall ed on th e swit ch that provide s m usic to caller s whil e they wait for an agent .
Symp osium a nd DMS/MSL-1 00 Switc h Guide 127 April 200 4 Glossary OEM Origina l equipment manuf acturer OLE See ob ject li nking a nd embedding. Open Database Connecti vit y A Micros oft-def ined datab ase app licati on program i nterf ace (API ) standa rd.
128 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 phoneset The ph ysi ca l de vice, conn ect ed t o t he swit ch, t o whi ch c al ls are prese nte d. Ea ch agent and super visor must ha ve a phone set. phoneset dis pla y The d ispla y are a on an agent ’ s phones et whe re i nformat ion a bout incomin g c alls can be communica ted.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 129 April 200 4 Glossary relation al expr ession An expr ess io n us e d in sc ript s to te st for d ifferen t cond ition s. Re lat io nal expre ssion s are less than (<), grea ter th an (> ), le ss tha n or equa l to ( < =) , grea ter than or equal t o (> =), a nd not equal to (< >) .
130 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 scri pt variab le See va ri a b l e . second-l evel t hreshold The v alue us ed in disp lay th resholds that r epresent s the high est v alue of t he normal range fo r a gi ven s tatist ic. The system tr acks ho w often th e v alue for th e stat istic falls outs ide t his v a lue.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 131 April 200 4 Glossary Simple Netw ork Management Pr otocol A sys tema ti c w a y of mon itoring and mana gin g a compute r netw ork.
132 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 Standb y ser ver A serv er that con tains an u p-to-dat e ver sion of t he data base, for use when the Ac tive ser ver b eco m es un av ai l abl e. supervisor A user who man ages a g roup of age nts.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 133 April 200 4 Glossary Symposium W eb Center P ortal A client /ser ver co ntact cente r applic ation that e xpands contact c enter e-mail capab ilities t o allo w agents t o vie w , re spond to , and trac k reque sts o ver the Inte rnet.
134 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 threshold c lass A set of options that specif ies ho w statisti cs ar e treate d in re ports and real- time disp lays.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 135 April 200 4 Glossary user -defined script A script that is modif ied b y an author ized user on the Sympos ium Call Center Ser ver sy stem . util ity A program t hat perf orms a sp ecif ic task , usual ly relat ed to managi ng system reso urces.
136 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 137 Inde x A AC D conf iguring g roups, 57 grou ps and su bgroup s v erif icati on, 91 grou ps for CD N, conf iguring, 57 ring t hresh old, 62 subgro ups, co.
138 Sympos ium Call C enter Serv er Index Sta ndard 1.0 confi guring (con tinue d ) agent ph onesets, 71 agent ph onesets on the serv er , 72 agents on th e server , 77 BGD A T A , 44 CDN s, 66 CDNs i.
Symp osium a nd DMS/MSL-1 00 Switc h Guide 139 April 200 4 Index logon agents or superviso r s unable to log on, 107 fail ure, 90 server , configuring switch, 38 troubl eshoot ing, 10 3 logon configur.
140 Sympos ium Call C enter Serv er Index Sta ndard 1.0 Skillset displ ay , 12 , 109 subsystem lin k problem troubleshootin g, 103 supe rvisor phon eset k eys , conf iguring, 74 supe rvisor phon esets.
Reader Response Form Nortel Networks Symposium C a ll Center Server Product release 5. 0 Sympo sium and DMS/M SL-100 Switch Guide Tell us ab out yo urs elf: Name : Comp any: Addr ess: Occupa tion: Phone: 1. What is your l e vel of e xperience wit h this pr oduct? New user In termediate Experienced Programmer 2.
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Nor tel Networks Symposium Call Center Ser ver Symposium and DMS/MSL-100 Swit ch Gui de Nor tel Networ ks Mervue Busi ness P ar k Galw ay , Ireland Cop yrig ht © 2004 Nor tel Ne two r ks, All Rights Reser ve d Inf o rm a tion is subjec t to change w ithou t notic e.
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