Front-end IVR system optional | Nortel Networks DMS/MSL-100 specification

April 2004

Gettingstarted

ELAN

The embedded LAN (ELAN) is a dedicated Ethernet TCP/IP LAN connecting the Symposium Call Center Server and the switch. The ELAN must be a private isolated network that is dedicated to the switch and to the call center. The ELAN must not have a physical or logical connection with the customer network. This eliminates the potential impact of caller network traffic on call processing.

Front-end IVR system (optional)

The switch can direct calls to an optional third-party Interactive Voice Response (IVR) system. This system plays voice prompts to callers and collects their responses. After the calls receive IVR treatment, the IVR system delivers the responses for the calls to Symposium Call Center Server. The server then gains control of the calls.

Third-party applications (optional)

Optional third-party applications provide the following functionality to Symposium Call Center Server:

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the ability to exchange data with the server, using Host Data Exchange (HDX)

the ability to receive real-time updates from the server, using the real-Time API (RTI)

the ability to receive real-time updates from the server, using the Real-Time Statistical Multicast stream (RSM)

the ability to access configuration and statistical data in the Symposium Call Center Server database, using Open Database Connectivity (ODBC) database drivers

the ability to trigger screen pops for inbound triggers, using Meridian Link

ICM applications using LinkPlexer 1.2 (optional)

LinkPlexer 1.2 is a Windows 2000 application that acts as a proxy to enable multiple ICM applications to share the same session and DMS/MSL-100 resources. LinkPlexer 1.2 allows applications to share a DN (Directory Number) association between different eBusiness applications. LinkPlexer 1.2 is necessary for systems where

Symposium and DMS/MSL-100 Switch Guide

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Nortel Networks DMS/MSL-100 manual Front-end IVR system optional, Third-party applications optional

Contents

Nortel Networks Symposium Call Center Server Page Nortel Networks Symposium Call Center Server Page Publication history Publication history Standard Contents Troubleshooting 101 Verifying the configurationPreinstallation checklist 111 Glossary 115 Index 137 A p t e r Getting started Overview Introduction Skills you needNortel Networks product knowledge PC experience or knowledge Skillset display on phoneset What’s new in Release 5.0?SCAI17 support Hold/Unhold reporting Symposium Call Center Server components ComponentsTelephony component Server component Switch Switch 3PC Web Client ServerClassic Client Third-party applications optional ICM applications using LinkPlexer 1.2 optionalFront-end IVR system optional Getting started Standard How Controlled Directory Numbers operate Acdgroup Call routing in controlled and default mode Getting started Standard April Gettingstarted Controlled and default call routing Support for switch featuresAnnouncements Phoneset keys Transfers and conferences Unsupported keys on agent phonesetsSecondary DN keys Emergency key Skillset display on phoneset Phoneset displaysDisplay Waiting Calls key 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 Printing data in the tables To enter and edit data in the tablesTo change an incorrect parameter 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 Network Node Predefined valuesSymposium Call Center Server logon parameters Service ID Switch PasswordBusiness Group Application ID Service Version Verifying the configuration Verifying the configuration Standard To create a static route Verifying that the server can log on to the switchTo verify the integrity of the ICM link 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 Client cannot log on to Symposium Call Center Server Subsystem link problemsServer does not receive information from the switch Server cannot acquire phonesets To configure the agent’s position numberPhonesets do not have dial tone Symposium and DMS/MSL-100 Switch Guide 105 Server does not monitor activity on a secondary DN Resource configuration problemsServer cannot acquire CDNs 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 Acquired resource AdministratorActivated script Active server API Automatic call distribution group Automatic call distribution directory numberAutomatic call distribution routing table Automatic call distribution subgroup Clid CDNClan Dbms CTI DMS Dhcp Elan Dnis ICM LAN Local area network Meridian Link ServicesLogical expression Management Information Base MLS MIBNPA Odbc PEP OEMOLE RAS RAN SCM RSM Service Control Manager ServiceService level Service level threshold Site Simple Network Management ProtocolSkillset Skillset intrinsic Swcp TDM TapiTCP/IP Threshold class Transition modeTime-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