April Index | Nortel Networks DMS/MSL-100 guide

April 2004

Index

logon

agents or supervisors unable to log on, 107 failure, 90

server, configuring switch, 38 troubleshooting, 103

logon configuring

entering and editing table data, 42 introduced, 40

printing table data, 42 logon IDs

configuring, 76 configuring for agent, 76

logon parameters Business Group, 85 DMS password, 85 MBG, 85 Network Node, 84 Service ID, 85 service version, 86

M

MBG logon parameters, 85 music and RAN routes

verifying configuration, 97

verifying configuration sample script, 97

N

Network Node, logon parameters, 84

P

phoneset keys configuring for agent, 69 configuring for supervisor, 74

phonesets

ACD groups configuration, 60 configuring for agent on the server, 72 configuring for agents, 71 configuring for supervisor, 74 configuring for supervisor on the server, 75 server cannot acquire, 104 troubleshooting, 104, 106

verifying agent configuration, 92 verifying configuration, 92 verifying supervisor configuration, 93

predefined values, server configuration, 84

R

RAN route, configuring, 56

remote host IP address, ICM security, 39

S

sample script DNIS, 100

music and RAN routes, 97 SCAI support, 12

SCAICOMS configuring, 43 updating table, 43

SCAIGRP configuring, 46 updating table, 46

SCAIPROF configuring, 49 updating table, 49

SCAISSRV configuring, 47

secondary DN monitoring problems, 106 server

checking configuration, 81 components, 16

configuration and switch datafill, 83 configuration and switch datafill relationship

table, 83 configuration overview, 80 configuring, 55 configuring CDNs, 68 configuring DNISs, 68

does not monitor activity on secondary DN,

106

predefined configuration values, 84 troubleshooting, 106

unable to acquire phonesets, 106 Service ID, logon parameters, 85 service version, logon parameters, 86

Symposium and DMS/MSL-100 Switch Guide

139

Image 139

Nortel Networks DMS/MSL-100 manual April Index

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 configurationTroubleshooting 101 Preinstallation checklist 111 A p t e r Getting started Overview PC experience or knowledge Skills you needIntroduction Nortel Networks product knowledge Hold/Unhold reporting What’s new in Release 5.0?Skillset display on phoneset SCAI17 support Server component ComponentsSymposium Call Center Server components Telephony component Switch Switch 3PC 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 Phoneset keys Support for switch featuresControlled and default call routing Announcements Emergency key Unsupported keys on agent phonesetsTransfers and conferences Secondary DN keys Display Waiting Calls key Phoneset displaysSkillset 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 change an incorrect parameter To enter and edit data in the tablesPrinting 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 Symposium Call Center Server logon parameters Predefined valuesNetwork Node Application ID Switch PasswordService ID Business Group Service 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 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 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 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 AdministratorAcquired resource Activated script API Automatic call distribution subgroup Automatic call distribution directory numberAutomatic call distribution group Automatic call distribution routing table Clan CDNClid Dbms CTI DMS Dhcp Elan Dnis ICM LAN Management Information Base Meridian Link ServicesLocal area network Logical expression Odbc MIBMLS NPA OLE OEMPEP RAS RAN SCM RSM Service level threshold ServiceService Control Manager Service level Skillset intrinsic Simple Network Management ProtocolSite Skillset Swcp TCP/IP TapiTDM Time intrinsic Transition modeThreshold 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