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Nortel Networks DMS/MSL-100 manual

Models: DMS/MSL-100

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Getting started

Standard 1.0

Overview

Throughout this guide, the term DMS switch applies to the following switch types:

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DMS Switch

MLS-100

Succession 2000

Nortel Networks Communication Server 2100

Symposium Call Center Server works in conjunction with other systems to ensure that calls entering your call center are successfully routed to agents qualified to handle the calls. To enable the features of your Symposium Call Center Server, you must configure the following systems:

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the DMS/MSL-100 switch

Intelligent Call Manager (ICM), formerly CompuCALL

Symposium Call Center Server

This guide explains how to configure the switch to work with Symposium Call Center Server. To find out how to configure the server, refer to the Administrator’s Guide. If you are using the Symposium Call Center Web Client, refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions.

This guide assumes that you have already configured ICM to work with the switch.

Note: This guide assumes that the switch has been correctly installed and is operational with all current Product Enhancement Packages (PEPs) applied. For information on which PEPs to install on the switch, contact your Nortel Networks customer support representative.

10	Symposium Call Center Server

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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 Preinstallation checklist 111 Verifying the configurationTroubleshooting 101 Glossary 115 Index 137Getting started A p t e rOverview Nortel Networks product knowledge Skills you needIntroduction PC experience or knowledgeSCAI17 support What’s new in Release 5.0?Skillset display on phoneset Hold/Unhold reportingTelephony component ComponentsSymposium Call Center Server components 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 Announcements Support for switch featuresControlled and default call routing Phoneset keysSecondary DN keys Unsupported keys on agent phonesetsTransfers and conferences Emergency keyDisplay Waiting Calls key Phoneset displaysSkillset display on phoneset LOB codes Getting startedStandard Variable Wrap feature Night service feature Preinstallation checklist Completing a preinstallation checklistConfiguration tasks Before you beginInstalling and configuring the EIU Installing and configuring ICMOfcopt Configuring the switch Configuring the switch Standard Section a Configuring the ICM link parameters Overview of configuring the server logon ScaicomsConfiguring ICM security Configuring logon ScaiprofScaicoms To change an incorrect parameter To enter and edit data in the tablesPrinting data in the tables Configuring Scaicoms To update table ScaicomsConfiguring Bgdata To update table BgdataApril Configuring Scaigrp To update table ScaigrpConfiguring Scaissrv Subserv SprofileConfiguring the switchStandard Configuring Scaiprof To update table ScaiprofPrompt Value Configuring Custntwk To configure the ECM optionConfiguring the switch Standard Section B Configuring switch resources Overview of configuring switch resources Configuring the server Configuring RAN and music routes Configuring ACD groups To configure ACD groups for the CDNConfiguring the switch Standard Do not set this value for the CDN To configure ACD groups for ACD-DNs, phonesets, and agents April Configuring CDNs in controlled and default mode AcdgrpCompatible Scairedir Configuring ACD subgroups To configure ACD subgroupsConfiguring DNs To configure a CDNTo configure an ACD-DN or supplementary DN Configuring CDNs on the server Configuring DNISs on the serverConfiguring agent phonesets Indicate the reason they are in Not Ready status Configuring agent phonesets Configuring agent phonesets on the server April Configuring supervisor phonesets To configure a supervisor phonesetConfiguring supervisor phonesets on the server Configuring logon IDs To configure an agent loginConfiguring agents on the server Configuring the switch Standard Section C Checking the server configuration Overview of server configuration Checking the server configuration To check the switch connectionConfiguring the switch Standard Relationship of server configuration and switch datafill Table of relationshipsSymposium Call Center Server logon parameters Predefined valuesNetwork Node Business Group Switch PasswordService ID 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 Logon failure Route add -p cmipaddr routeTo verify ACD configurations Verifying ACD groups and subgroupsVerifying that phonesets are correctly configured Verifying agent phoneset configurationsVerifying supervisor phoneset configurations Verifying that agents are correctly configured To verify agent logonsVerifying that the CDNs are correctly configured To verify CDN configurations Sample scriptVerifying 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 Agents or supervisors are unable to log on Supervisors are not notified of emergenciesCalls are not being presented to agents Agents are not in Variable Wrap state after callsPhoneset does not display the skillset name Agent Real-Time Display does not show Hold/UnHold activity110 Symposium Call Center Server P e n d i x a Preinstallation checklist This appendixDMS Components MAUDMS Network and Router ComponentsCPE Components ACD-DN Activated script AdministratorAcquired resource Active serverAPI Automatic call distribution routing table Automatic call distribution directory numberAutomatic call distribution group Automatic call distribution subgroupClan CDNClid CTI DbmsDhcp DMSDnis ElanICM LAN Logical expression Meridian Link ServicesLocal area network Management Information BaseNPA MIBMLS OdbcOLE OEMPEP RAN RASRSM SCMService level ServiceService Control Manager Service level thresholdSkillset Simple Network Management ProtocolSite Skillset intrinsicSwcp TCP/IP TapiTDM Time-DivisionMultiplex Transition modeThreshold class 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