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DMS/MSL-100 manual Configuring the switch Standard
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DMS/MSL-100
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Troubleshooting
Install
Password
Login
Administrator
Configuration tasks
Subsystem link problems
Night service feature
To update table Scaicoms
Support for switch features
Page 78
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Configuring the switch
Standard 1.0
78
Symposium Call Center Server
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Contents
Nortel Networks Symposium Call Center Server
Page
Nortel Networks Symposium Call Center Server
Page
Publication history
Publication history Standard
Contents
Preinstallation checklist 111
Verifying the configuration
Troubleshooting 101
Glossary 115 Index 137
Getting started
A p t e r
Overview
Nortel Networks product knowledge
Skills you need
Introduction
PC experience or knowledge
SCAI17 support
What’s new in Release 5.0?
Skillset display on phoneset
Hold/Unhold reporting
Telephony component
Components
Symposium Call Center Server components
Server component
Switch
Switch
3PC
Server
Classic Client
Web Client
ICM applications using LinkPlexer 1.2 optional
Front-end IVR system optional
Third-party applications optional
Getting started Standard
How Controlled Directory Numbers operate
Acdgroup
Call routing in controlled and default mode
Getting started Standard
April Gettingstarted
Announcements
Support for switch features
Controlled and default call routing
Phoneset keys
Secondary DN keys
Unsupported keys on agent phonesets
Transfers and conferences
Emergency key
Phoneset displays
Display Waiting Calls key
Skillset display on phoneset
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
To enter and edit data in the tables
To change an incorrect parameter
Printing data in the tables
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
Predefined values
Symposium Call Center Server logon parameters
Network Node
Business Group
Switch Password
Service ID
Application ID
Service Version
Verifying the configuration
Verifying the configuration Standard
Verifying that the server can log on to the switch
To verify the integrity of the ICM link
To create a static route
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
Subsystem link problems
Server does not receive information from the switch
Client cannot log on to Symposium Call Center Server
To configure the agent’s position number
Phonesets do not have dial tone
Server cannot acquire phonesets
Symposium and DMS/MSL-100 Switch Guide 105
Resource configuration problems
Server cannot acquire CDNs
Server does not monitor activity on a secondary DN
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
Activated script
Administrator
Acquired resource
Active server
API
Automatic call distribution routing table
Automatic call distribution directory number
Automatic call distribution group
Automatic call distribution subgroup
CDN
Clan
Clid
CTI
Dbms
Dhcp
DMS
Dnis
Elan
ICM
LAN
Logical expression
Meridian Link Services
Local area network
Management Information Base
NPA
MIB
MLS
Odbc
OEM
OLE
PEP
RAN
RAS
RSM
SCM
Service level
Service
Service Control Manager
Service level threshold
Skillset
Simple Network Management Protocol
Site
Skillset intrinsic
Swcp
Tapi
TCP/IP
TDM
Time-DivisionMultiplex
Transition mode
Threshold class
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