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Nortel Networks DMS/MSL-100 Phonesets do not have dial tone, Server cannot acquire phonesets

Models: DMS/MSL-100

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Troubleshooting

Standard 1.0

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The customer LAN or WAN is correctly installed and configured.

To check the LAN or WAN, use the ping utility. For more information about this utility, refer to the Installation and Maintenance Guide.

The ACD group to which the phoneset belongs has the AGTASSN option.

Phonesets do not have dial tone

This occurs if the phonesets are incorrectly configured on the switch. Ensure that the phonesets are correctly configured in the Service Orders (servord) utility. For information about the Service Orders utility, see the SERVORD Reference Manual.

Server cannot acquire phonesets

This occurs if phonesets are incorrectly configured on the switch or on the Symposium Call Center Server, or AGTASSN does not contain valid values.

Ensure that the following conditions are met:

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The phoneset is configured with the Service Orders (servord utility) on the switch. For information about the Service Orders utility, see the SERVORD

Reference Manual.

The phoneset is configured correctly on Symposium Call Center Server with the agent’s position number. For more information, see “Configuring agent phonesets” on page 69, and “Configuring supervisor phonesets” on page 74.

The option AGTASSN contains a valid value in table ACDGRP. If AGTASSN does not have a valid value, you cannot access the phoneset. For more information on how to configure this option, see “To configure ACD groups for ACD-DNs, phonesets, and agents” on page 60.

To configure the agent’s position number

1Enter the agent Position ID in the Telephony/Port Address box.

2Enter the agent’s personal DN (DID) in the secondary DN box.

104	Symposium Call Center Server

Image 104

Nortel Networks DMS/MSL-100 manual Phonesets do not have dial tone, Server cannot acquire phonesets

Contents

Nortel Networks Symposium Call Center Server Page Nortel Networks Symposium Call Center Server Page Publication history Publication history Standard Contents Verifying the configuration Troubleshooting 101Preinstallation checklist 111 Glossary 115 Index 137Getting started A p t e rOverview Skills you need IntroductionNortel Networks product knowledge PC experience or knowledgeWhat’s new in Release 5.0? Skillset display on phonesetSCAI17 support Hold/Unhold reportingComponents Symposium Call Center Server componentsTelephony component Server componentSwitch Switch3PC Web Client ServerClassic Client Third-party applications optional ICM applications using LinkPlexer 1.2 optionalFront-end IVR system optional Getting started Standard How Controlled Directory Numbers operate Acdgroup Call routing in controlled and default mode Getting started Standard April Gettingstarted Support for switch features Controlled and default call routingAnnouncements Phoneset keysUnsupported keys on agent phonesets Transfers and conferencesSecondary DN keys Emergency keySkillset display on phoneset Phoneset displaysDisplay Waiting Calls key 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 Printing data in the tables To enter and edit data in the tablesTo change an incorrect parameter 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 relationshipsNetwork Node Predefined valuesSymposium Call Center Server logon parameters Switch Password Service IDBusiness Group Application IDService Version Verifying the configuration Verifying the configuration Standard To create a static route Verifying that the server can log on to the switchTo verify the integrity of the ICM link 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 Client cannot log on to Symposium Call Center Server Subsystem link problemsServer does not receive information from the switch Server cannot acquire phonesets To configure the agent’s position numberPhonesets do not have dial tone Symposium and DMS/MSL-100 Switch Guide 105 Server does not monitor activity on a secondary DN Resource configuration problemsServer cannot acquire CDNs 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 Administrator Acquired resourceActivated script Active serverAPI Automatic call distribution directory number Automatic call distribution groupAutomatic call distribution routing table Automatic call distribution subgroupClid CDNClan CTI DbmsDhcp DMSDnis ElanICM LAN Meridian Link Services Local area networkLogical expression Management Information BaseMIB MLSNPA OdbcPEP OEMOLE RAN RASRSM SCMService Service Control ManagerService level Service level thresholdSimple Network Management Protocol SiteSkillset Skillset intrinsicSwcp TDM TapiTCP/IP Transition mode Threshold classTime-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