Swcp | Nortel Networks DMS/MSL-100 specification

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 137 Getting started A p t e r Overview Skills you need IntroductionNortel Networks product knowledge PC experience or knowledge What’s new in Release 5.0? Skillset display on phonesetSCAI17 support Hold/Unhold reporting Components Symposium Call Center Server componentsTelephony component Server component Switch Switch 3PC 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 keys Unsupported keys on agent phonesets Transfers and conferencesSecondary DN keys Emergency key Phoneset displays Display Waiting Calls keySkillset display on phoneset LOB codes Getting startedStandard Variable Wrap feature Night service feature Preinstallation checklist Completing a preinstallation checklist Configuration tasks Before you begin Installing and configuring the EIU Installing and configuring ICM Ofcopt Configuring the switch Configuring the switch Standard Section a Configuring the ICM link parameters Overview of configuring the server logon Scaicoms Configuring ICM security Configuring logon Scaiprof Scaicoms To enter and edit data in the tables To change an incorrect parameterPrinting data in the tables Configuring Scaicoms To update table Scaicoms Configuring Bgdata To update table Bgdata April Configuring Scaigrp To update table Scaigrp Configuring Scaissrv Subserv Sprofile Configuring the switchStandard Configuring Scaiprof To update table Scaiprof Prompt Value Configuring Custntwk To configure the ECM option Configuring 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 CDN Configuring 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 Acdgrp Compatible Scairedir Configuring ACD subgroups To configure ACD subgroups Configuring DNs To configure a CDN To configure an ACD-DN or supplementary DN Configuring CDNs on the server Configuring DNISs 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 Configuring supervisor phonesets To configure a supervisor phoneset Configuring supervisor phonesets on the server Configuring logon IDs To configure an agent login Configuring 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 connection Configuring the switch Standard Relationship of server configuration and switch datafill Table of relationships Predefined values Symposium Call Center Server logon parametersNetwork Node Switch Password Service IDBusiness Group Application ID 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 linkTo create a static route Logon failure Route add -p cmipaddr route To verify ACD configurations Verifying ACD groups and subgroups Verifying that phonesets are correctly configured Verifying agent phoneset configurations Verifying supervisor phoneset configurations Verifying that agents are correctly configured To verify agent logons Verifying that the CDNs are correctly configured To verify CDN configurations Sample script 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 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 emergencies Calls are not being presented to agents Agents are not in Variable Wrap state after calls Phoneset does not display the skillset name Agent Real-Time Display does not show Hold/UnHold activity 110 Symposium Call Center Server P e n d i x a Preinstallation checklist This appendix DMS Components MAU DMS Network and Router Components CPE Components ACD-DN Administrator Acquired resourceActivated script Active server API Automatic call distribution directory number Automatic call distribution groupAutomatic call distribution routing table Automatic call distribution subgroup CDN ClanClid CTI Dbms Dhcp DMS Dnis Elan ICM LAN Meridian Link Services Local area networkLogical expression Management Information Base MIB MLSNPA Odbc OEM OLEPEP RAN RAS RSM SCM Service Service Control ManagerService level Service level threshold Simple Network Management Protocol SiteSkillset Skillset intrinsic Swcp Tapi TCP/IPTDM Transition mode Threshold classTime-DivisionMultiplex Time intrinsic 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