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Nortel Networks DMS/MSL-100 manual Swcp

Models: DMS/MSL-100

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Glossary

Standard 1.0

Standby server

Aserver that contains an up-to-date version of the database, for use when the Active server becomes unavailable.

supervisor

A user who manages a group of agents. See also associated supervisor and reporting supervisor.

supplementary ACD-DN

A DN associated with a primary DN. Any calls to the supplementary DN are automatically routed to the primary DN. A supplementary DN can be a toll-free (1-800) number.

SWCP

See Symposium Web Center Portal

switch

The hardware that receives incoming calls and routes them to their destination.

switch resource

A device that is configured on the switch. For example, a CDN is configured on the switch, and then is used as a resource with Symposium Call Center Server. See also acquired resource.

Symposium Agent

An agent productivity tool that enables contact center agents to provide intelligent and personalized customer care. Agents use a personal computer to access the agent telephony functions.

Symposium Call Center Server

A client/server contact center solution for varied and changing business requirements. It offers a suite of applications that includes call processing and agent handling, management and reporting, networking, and third-party application interfaces.

Symposium Call Center Server call

A call to a CDN that is controlled by the Symposium Call Center Server. The call is presented to the Incalls key on an agent’s phoneset.

132	Symposium Call Center Server

Image 132

Nortel Networks DMS/MSL-100 manual Swcp

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 Server Classic ClientWeb Client ICM applications using LinkPlexer 1.2 optional Front-end IVR system 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 Support for switch features Controlled and default call routingAnnouncements Phoneset keysUnsupported keys on agent phonesets Transfers and conferencesSecondary DN keys Emergency keyPhoneset displays Display Waiting Calls keySkillset 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 enter and edit data in the tables To change an incorrect parameterPrinting 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 relationshipsPredefined values Symposium Call Center Server logon parametersNetwork Node Switch Password Service IDBusiness Group Application IDService 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 linkTo 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 Subsystem link problems Server does not receive information from the switchClient cannot log on to Symposium Call Center Server To configure the agent’s position number Phonesets do not have dial toneServer cannot acquire phonesets Symposium and DMS/MSL-100 Switch Guide 105 Resource configuration problems Server cannot acquire CDNsServer 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 Administrator Acquired resourceActivated script Active serverAPI Automatic call distribution directory number Automatic call distribution groupAutomatic call distribution routing table Automatic call distribution subgroupCDN ClanClid CTI DbmsDhcp DMSDnis ElanICM LAN Meridian Link Services Local area networkLogical expression Management Information BaseMIB MLSNPA OdbcOEM OLEPEP RAN RASRSM SCMService Service Control ManagerService level Service level thresholdSimple Network Management Protocol SiteSkillset Skillset intrinsicSwcp Tapi TCP/IPTDM 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