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Nortel Networks DMS/MSL-100 manual To configure an ACD-DN or supplementary DN

Models: DMS/MSL-100

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April 2004

Configuring the switch

Result: The STAT prompt appears.

5Enter the remainder of the directory number for the CDN. Result: The DN_SEL prompt appears.

6Type FEAT and press Enter.

Result: The FEATURE prompt appears.

7Type ACD and press Enter.

Result: The ACDGRP prompt appears.

8Type the name of the ACD group you defined for this CDN in table ACDGRP and press Enter.

Result: The DNTYPE prompt appears.

9If you are assigning the first DN to the group, type PRIM and press Enter. You must define all other DNs as SUPP.

Result: The TRUNK prompt appears.

10Type 0 (zero) and press Enter. Result: The LINE prompt appears.

11Type 0 (zero) and press Enter.

Result: The utility prompts you to save the new CDN.

12Type Y and press Enter.

13Repeat steps 2 through 12 for each CDN that you want to define.

14To exit from the table, type quit and press Enter.

To configure an ACD-DN or supplementary DN

1Edit the DNROUTE table by typing table DNROUTE and pressing Enter. Result: The > prompt appears.

2Type add and press Enter. Result: The DN prompt appears.

3Enter the DN for the ACD-DN or supplementary DN. Result: The DN_SEL prompt appears.

Symposium and DMS/MSL-100 Switch Guide

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Nortel Networks DMS/MSL-100 manual To configure an ACD-DN or supplementary DN

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 111A p t e r Getting startedOverview PC experience or knowledge Skills you needIntroduction Nortel Networks product knowledgeHold/Unhold reporting What’s new in Release 5.0?Skillset display on phoneset SCAI17 supportServer component ComponentsSymposium Call Center Server components Telephony 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 Phoneset keys Support for switch featuresControlled and default call routing AnnouncementsEmergency key Unsupported keys on agent phonesetsTransfers and conferences Secondary DN keysDisplay Waiting Calls key Phoneset displaysSkillset display on phoneset LOB codes Getting startedStandard Variable Wrap feature Night service feature Completing a preinstallation checklist Preinstallation checklistBefore you begin Configuration tasksInstalling and configuring ICM Installing and configuring the EIUOfcopt Configuring the switch Configuring the switch Standard Section a Configuring the ICM link parameters Scaicoms Overview of configuring the server logonConfiguring ICM security Scaiprof Configuring logonScaicoms To change an incorrect parameter To enter and edit data in the tablesPrinting data in the tables To update table Scaicoms Configuring ScaicomsTo update table Bgdata Configuring BgdataApril To update table Scaigrp Configuring ScaigrpSubserv Sprofile Configuring ScaissrvConfiguring the switchStandard To update table Scaiprof Configuring ScaiprofPrompt Value To configure the ECM option Configuring CustntwkConfiguring 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 groupsConfiguring 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 modeCompatible Scairedir To configure ACD subgroups Configuring ACD subgroupsTo configure a CDN Configuring DNsTo configure an ACD-DN or supplementary DN Configuring DNISs on the server Configuring CDNs on the serverConfiguring 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 phonesetsConfiguring supervisor phonesets on the server To configure an agent login Configuring logon IDsConfiguring 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 configurationConfiguring the switch Standard Table of relationships Relationship of server configuration and switch datafillSymposium Call Center Server logon parameters Predefined valuesNetwork Node Application ID Switch PasswordService ID Business GroupService 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 failureVerifying ACD groups and subgroups To verify ACD configurationsVerifying agent phoneset configurations Verifying that phonesets are correctly configuredVerifying supervisor phoneset configurations To verify agent logons Verifying that agents are correctly configuredVerifying that the CDNs are correctly configured Sample script To verify CDN configurationsVerifying 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 onAgents are not in Variable Wrap state after calls Calls are not being presented to agentsAgent Real-Time Display does not show Hold/UnHold activity Phoneset does not display the skillset name110 Symposium Call Center Server This appendix P e n d i x a Preinstallation checklistMAU DMS ComponentsNetwork and Router Components DMSCPE Components ACD-DN Active server AdministratorAcquired resource Activated scriptAPI Automatic call distribution subgroup Automatic call distribution directory numberAutomatic call distribution group Automatic call distribution routing tableClan CDNClid Dbms CTIDMS DhcpElan DnisICM LAN Management Information Base Meridian Link ServicesLocal area network Logical expressionOdbc MIBMLS NPAOLE OEMPEP RAS RANSCM RSMService level threshold ServiceService Control Manager Service levelSkillset intrinsic Simple Network Management ProtocolSite SkillsetSwcp TCP/IP TapiTDM Time intrinsic Transition modeThreshold class Time-DivisionMultiplexWAN 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