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Nortel Networks DMS/MSL-100 manual

Models: DMS/MSL-100

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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

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 137A p t e r Getting startedOverview Introduction Skills you needNortel Networks product knowledge PC experience or knowledgeSkillset display on phoneset What’s new in Release 5.0?SCAI17 support Hold/Unhold reportingSymposium Call Center Server components ComponentsTelephony component Server componentSwitch Switch3PC 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 keysTransfers and conferences Unsupported keys on agent phonesetsSecondary DN keys Emergency keyDisplay Waiting Calls key Phoneset displaysSkillset display on phoneset LOB codes Getting startedStandard Variable Wrap feature Night service feature Completing a preinstallation checklist Preinstallation checklistBefore you begin Configuration tasksInstalling and configuring ICM Installing and configuring the EIUOfcopt Configuring the switch Configuring the switch Standard Section a Configuring the ICM link parameters Scaicoms Overview of configuring the server logonConfiguring ICM security Scaiprof Configuring logonScaicoms To change an incorrect parameter To enter and edit data in the tablesPrinting data in the tables To update table Scaicoms Configuring ScaicomsTo update table Bgdata Configuring BgdataApril To update table Scaigrp Configuring ScaigrpSubserv Sprofile Configuring ScaissrvConfiguring the switchStandard To update table Scaiprof Configuring ScaiprofPrompt Value To configure the ECM option Configuring CustntwkConfiguring 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 groupsConfiguring 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 modeCompatible Scairedir To configure ACD subgroups Configuring ACD subgroupsTo configure a CDN Configuring DNsTo configure an ACD-DN or supplementary DN Configuring DNISs on the server Configuring CDNs on the serverConfiguring 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 phonesetsConfiguring supervisor phonesets on the server To configure an agent login Configuring logon IDsConfiguring 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 configurationConfiguring the switch Standard Table of relationships Relationship of server configuration and switch datafillSymposium Call Center Server logon parameters Predefined valuesNetwork Node Service ID Switch PasswordBusiness Group Application IDService 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 failureVerifying ACD groups and subgroups To verify ACD configurationsVerifying agent phoneset configurations Verifying that phonesets are correctly configuredVerifying supervisor phoneset configurations To verify agent logons Verifying that agents are correctly configuredVerifying that the CDNs are correctly configured Sample script To verify CDN configurationsVerifying 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 onAgents are not in Variable Wrap state after calls Calls are not being presented to agentsAgent Real-Time Display does not show Hold/UnHold activity Phoneset does not display the skillset name110 Symposium Call Center Server This appendix P e n d i x a Preinstallation checklistMAU DMS ComponentsNetwork and Router Components DMSCPE Components ACD-DN Acquired resource AdministratorActivated script Active serverAPI Automatic call distribution group Automatic call distribution directory numberAutomatic call distribution routing table Automatic call distribution subgroupClan CDNClid Dbms CTIDMS DhcpElan DnisICM LAN Local area network Meridian Link ServicesLogical expression Management Information BaseMLS MIBNPA OdbcOLE OEMPEP RAS RANSCM RSMService Control Manager ServiceService level Service level thresholdSite Simple Network Management ProtocolSkillset Skillset intrinsicSwcp TCP/IP TapiTDM Threshold class Transition modeTime-DivisionMultiplex Time intrinsicWAN 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