Complete Guide to Symposium Call Center Server and DMS/MSL-100 Switch

297-2183-912

Nortel Networks Symposium Call Center Server

Symposium and DMS/MSL-100 Switch Guide

Product release 5.0	Standard 1.0	April 2004

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Nortel Networks DMS/MSL-100 manual Nortel Networks Symposium Call Center Server

Contents

Nortel Networks Symposium Call Center Server Page Nortel Networks Symposium Call Center Server Page Publication history Publication history Standard Contents Troubleshooting 101 Verifying the configurationPreinstallation checklist 111 Glossary 115 Index 137 A p t e r Getting started Overview Introduction Skills you needNortel Networks product knowledge PC experience or knowledge Skillset display on phoneset What’s new in Release 5.0?SCAI17 support Hold/Unhold reporting Symposium Call Center Server components ComponentsTelephony component Server component Switch Switch 3PC Classic Client ServerWeb Client Front-end IVR system optional ICM applications using LinkPlexer 1.2 optionalThird-party applications optional Getting started Standard How Controlled Directory Numbers operate Acdgroup Call routing in controlled and default mode Getting started Standard April Gettingstarted Controlled and default call routing Support for switch featuresAnnouncements Phoneset keys Transfers and conferences Unsupported keys on agent phonesetsSecondary DN keys Emergency key Display Waiting Calls key Phoneset displaysSkillset display on phoneset LOB codes Getting startedStandard Variable Wrap feature Night service feature Completing a preinstallation checklist Preinstallation checklist Before you begin Configuration tasks Installing and configuring ICM Installing and configuring the EIU Ofcopt Configuring the switch Configuring the switch Standard Section a Configuring the ICM link parameters Scaicoms Overview of configuring the server logon Configuring ICM security Scaiprof Configuring logon Scaicoms To change an incorrect parameter To enter and edit data in the tablesPrinting data in the tables To update table Scaicoms Configuring Scaicoms To update table Bgdata Configuring Bgdata April To update table Scaigrp Configuring Scaigrp Subserv Sprofile Configuring Scaissrv Configuring the switchStandard To update table Scaiprof Configuring Scaiprof Prompt Value To configure the ECM option Configuring Custntwk Configuring the switch Standard Section B Configuring switch resources Overview of configuring switch resources Configuring the server Configuring RAN and music routes To configure ACD groups for the CDN Configuring ACD groups Configuring the switch Standard Do not set this value for the CDN To configure ACD groups for ACD-DNs, phonesets, and agents April Acdgrp Configuring CDNs in controlled and default mode Compatible Scairedir To configure ACD subgroups Configuring ACD subgroups To configure a CDN Configuring DNs To configure an ACD-DN or supplementary DN Configuring DNISs on the server Configuring CDNs on the server Configuring agent phonesets Indicate the reason they are in Not Ready status Configuring agent phonesets Configuring agent phonesets on the server April To configure a supervisor phoneset Configuring supervisor phonesets Configuring supervisor phonesets on the server To configure an agent login Configuring logon IDs Configuring agents on the server Configuring the switch Standard Section C Checking the server configuration Overview of server configuration To check the switch connection Checking the server configuration Configuring the switch Standard Table of relationships Relationship of server configuration and switch datafill Symposium Call Center Server logon parameters Predefined valuesNetwork Node Service ID Switch PasswordBusiness Group Application ID Service Version Verifying the configuration Verifying the configuration Standard To verify the integrity of the ICM link Verifying that the server can log on to the switchTo create a static route Route add -p cmipaddr route Logon failure Verifying ACD groups and subgroups To verify ACD configurations Verifying agent phoneset configurations Verifying that phonesets are correctly configured Verifying supervisor phoneset configurations To verify agent logons Verifying that agents are correctly configured Verifying that the CDNs are correctly configured Sample script To verify CDN configurations Verifying that music and RAN routes are correctly configured Verifying music/RAN route configurations Verifying that DNISs are correctly configured Verifying Dnis configurations Troubleshooting Troubleshooting Standard Server does not receive information from the switch Subsystem link problemsClient cannot log on to Symposium Call Center Server Phonesets do not have dial tone To configure the agent’s position numberServer cannot acquire phonesets Symposium and DMS/MSL-100 Switch Guide 105 Server cannot acquire CDNs Resource configuration problemsServer does not monitor activity on a secondary DN Supervisors are not notified of emergencies Agents or supervisors are unable to log on Agents are not in Variable Wrap state after calls Calls are not being presented to agents Agent Real-Time Display does not show Hold/UnHold activity Phoneset does not display the skillset name 110 Symposium Call Center Server This appendix P e n d i x a Preinstallation checklist MAU DMS Components Network and Router Components DMS CPE Components ACD-DN Acquired resource AdministratorActivated script Active server API Automatic call distribution group Automatic call distribution directory numberAutomatic call distribution routing table Automatic call distribution subgroup Clan CDNClid Dbms CTI DMS Dhcp Elan Dnis ICM LAN Local area network Meridian Link ServicesLogical expression Management Information Base MLS MIBNPA Odbc OLE OEMPEP RAS RAN SCM RSM Service Control Manager ServiceService level Service level threshold Site Simple Network Management ProtocolSkillset Skillset intrinsic Swcp TCP/IP TapiTDM Threshold class Transition modeTime-DivisionMultiplex Time intrinsic WAN 136 Symposium Call Center Server Index Scaigrp Scaiprof April Index 140 Symposium Call Center Server Reader Response Form Page Page Product release Document release Standard Date April