Configuration tasks, Before you begin | Nortel Networks DMS/MSL-100

Getting started

Standard 1.0

Configuration tasks

Introduction

Configuration of the switch to communicate with Symposium Call Center Server involves installing and configuring the EIU, installing and configuring ICM, configuring the switch, and configuring Symposium Call Center Server.

Note: The rules for the EIU also apply to the 3PC card.

Before you begin

Before you begin to install and configure either the EIU or the ICM link, you must ensure you have performed all tasks and recorded all required information as detailed in the following list:

!

!

!

!

!

!

!

!

Obtain an EIU Media Access Control (MAC) address from Nortel Networks. You can request a MAC address by e-mailing a request to Nortel Networks at the following address:

macadd@nortelnetworks.com

Ensure that Nortel Networks enabled the DMS features for ACD routing and the ICM link (Software Option Control [SOC]).

Configure ACD groups and the included agents on the switch.

Install the three required DMS EIU circuit packs.

Datafill the DMS IP interface tables.

Install the necessary client drivers (for example, an IVR and TAPI).

Test the TCP/IP link between the client application and the DMS EIU interface.

Install all required applications (for example, IVR system and Symposium Call Center Server).

If your installation of Symposium Call Center Server includes a router system and firewall, you must also complete these tasks:

!

!

Install the network cable from the EIU to the router and firewall.

Configure the DMS side router and firewall.

32	Symposium Call Center Server

Image 32

Nortel Networks DMS/MSL-100 manual Configuration tasks, Before you begin

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 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 Support for switch features Controlled and default call routingAnnouncements Phoneset keys Unsupported keys on agent phonesets Transfers and conferencesSecondary DN keys Emergency key Skillset display on phoneset Phoneset displaysDisplay Waiting Calls key 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 Printing data in the tables To enter and edit data in the tablesTo change an incorrect parameter 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 Network Node Predefined valuesSymposium Call Center Server logon parameters Switch Password Service IDBusiness 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 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 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 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 Clid CDNClan CTI Dbms Dhcp DMS Dnis Elan ICM LAN Meridian Link Services Local area networkLogical expression Management Information Base MIB MLSNPA Odbc PEP OEMOLE RAN RAS RSM SCM Service Service Control ManagerService level Service level threshold Simple Network Management Protocol SiteSkillset Skillset intrinsic Swcp TDM TapiTCP/IP 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