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Nortel Networks DMS/MSL-100 manual

Models: DMS/MSL-100

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Getting started

Standard 1.0

Server

The server component, which uses Microsoft Windows 2000 software, is responsible for functions such as

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the logic for call processing

call treatment

call handling

call presentation

administration of agents, skillsets, and supervisors, and agent to skillset and agent to supervisor assignments

accumulation of historical and real-time statistics

Classic Client

The Classic Client component, located on the call center manager’s or supervisor’s desktop, has a graphical user interface based on Microsoft 2000 or Windows XP. The client provides meaningful real-time call center statistics and an easy-to-use interface for the management of the call center.

Web Client

Symposium Web Client is a browser-based thin client for administrators and supervisors. Through the Internet Explorer browser located on a client PC, you can connect to the Symposium Web Client application server to manage and configure a call center and its users, define access to data, and view real-time and historical reports.If you are using the Symposium Web Client, refer to the Symposium Call Center Web Client Guide and online Help.

CLAN

The agent and supervisor workstations are connected to the customer LAN (either an Ethernet or a Token Ring LAN). The customer LAN also provides connections to optional third-party applications, such as an Interactive Voice Response system.

16	Symposium Call Center Server

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Nortel Networks DMS/MSL-100 manual

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 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 Support for switch features Controlled and default call routingAnnouncements Phoneset keysUnsupported keys on agent phonesets Transfers and conferencesSecondary DN keys Emergency keyDisplay Waiting Calls key Phoneset displaysSkillset 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 change an incorrect parameter To enter and edit data in the tablesPrinting 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 relationshipsSymposium Call Center Server logon parameters Predefined valuesNetwork Node Switch Password Service IDBusiness Group Application IDService 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 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 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 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 subgroupClan CDNClid CTI DbmsDhcp DMSDnis ElanICM LAN Meridian Link Services Local area networkLogical expression Management Information BaseMIB MLSNPA OdbcOLE OEMPEP RAN RASRSM SCMService Service Control ManagerService level Service level thresholdSimple Network Management Protocol SiteSkillset Skillset intrinsicSwcp TCP/IP TapiTDM 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