Nortel Networks DMS/MSL-100 manual Overview of configuring switch resources, Introduction

Configuring the switch Standard 1.0

Overview of configuring switch resources

Introduction

You must ensure that the following resources are correctly configured on the switch:

!

!

!

!

!

!

RAN and music routes

ACD groups and subgroups

hunt groups

directory numbers (DNs)

agent phonesets

agent logon IDs

Note: The resources configured on the switch must have matching data configured on Symposium Call Center Server. If, at any time, you edit any of the data on Symposium Call Center Server, you must reconfigure the resource on the switch.

Configuring the switch to communicate with Symposium Call Center Server

To enable Symposium Call Center Server to communicate with the switch, perform the following tasks on the switch:

!

!

!

!

Configure the switch to enable it to connect with the server. This involves datafilling the following tables: SCAICOMS, SCAISSRV, SCAIPROF, CUSTNTWK, BGDATA, and SCAIGRP.

Configure recorded announcements (RANs) and music routes.

Configure ACD groups. Each Controlled Directory Number (CDN), primary or supplementary ACD-DN, and phoneset must be assigned to an ACD group.

Configure ACD subgroups. You can use subgroups to divide agents into smaller groups for support and monitoring. Each subgroup can be assigned a supervisor.

54 Symposium Call Center Server