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DMS/MSL-100 manual P e n d i x a Preinstallation checklist
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Troubleshooting
Install
Password
Login
Administrator
Configuration tasks
Subsystem link problems
Night service feature
To update table Scaicoms
Support for switch features
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Image 111
A p p e n d i x A
Preinstallation
checklist
In this appendix
Preinstallation checklist
112
Symposium and
DMS/MSL-100
Switch Guide
111
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Image 111
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Contents
Nortel Networks Symposium Call Center Server
Page
Nortel Networks Symposium Call Center Server
Page
Publication history
Publication history Standard
Contents
Glossary 115 Index 137
Verifying the configuration
Troubleshooting 101
Preinstallation checklist 111
A p t e r
Getting started
Overview
PC experience or knowledge
Skills you need
Introduction
Nortel Networks product knowledge
Hold/Unhold reporting
What’s new in Release 5.0?
Skillset display on phoneset
SCAI17 support
Server component
Components
Symposium Call Center Server components
Telephony component
Switch
Switch
3PC
Server
Classic Client
Web Client
ICM applications using LinkPlexer 1.2 optional
Front-end IVR system optional
Third-party applications optional
Getting started Standard
How Controlled Directory Numbers operate
Acdgroup
Call routing in controlled and default mode
Getting started Standard
April Gettingstarted
Phoneset keys
Support for switch features
Controlled and default call routing
Announcements
Emergency key
Unsupported keys on agent phonesets
Transfers and conferences
Secondary DN keys
Phoneset displays
Display Waiting Calls key
Skillset 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 enter and edit data in the tables
To change an incorrect parameter
Printing 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
Predefined values
Symposium Call Center Server logon parameters
Network Node
Application ID
Switch Password
Service ID
Business Group
Service Version
Verifying the configuration
Verifying the configuration Standard
Verifying that the server can log on to the switch
To verify the integrity of the ICM link
To 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
Subsystem link problems
Server does not receive information from the switch
Client cannot log on to Symposium Call Center Server
To configure the agent’s position number
Phonesets do not have dial tone
Server cannot acquire phonesets
Symposium and DMS/MSL-100 Switch Guide 105
Resource configuration problems
Server cannot acquire CDNs
Server 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
Active server
Administrator
Acquired resource
Activated script
API
Automatic call distribution subgroup
Automatic call distribution directory number
Automatic call distribution group
Automatic call distribution routing table
CDN
Clan
Clid
Dbms
CTI
DMS
Dhcp
Elan
Dnis
ICM
LAN
Management Information Base
Meridian Link Services
Local area network
Logical expression
Odbc
MIB
MLS
NPA
OEM
OLE
PEP
RAS
RAN
SCM
RSM
Service level threshold
Service
Service Control Manager
Service level
Skillset intrinsic
Simple Network Management Protocol
Site
Skillset
Swcp
Tapi
TCP/IP
TDM
Time intrinsic
Transition mode
Threshold class
Time-DivisionMultiplex
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