Nortel Networks DMS/MSL-100 manual Verifying that DNISs are correctly configured

April 2004 Verifying the configuration

Verifying that DNISs are correctly configured

Introduction

To enable Symposium Call Center Server to monitor dialed numbers (primary and supplementary ACD-DNs), you must configure them on the switch and define them as DNISs on the server. If DNISs are correctly configured, calls to DNISs receive the correct treatment.

Before you begin

Before using this procedure, complete these tasks:

1.Define a CDN. Ensure that it is correctly configured on both the switch and Symposium Call Center Server.

2.Define one DNIS. Ensure that the DNIS is correctly configured on both the switch and Symposium Call Center Server.

3.Define an agent. Ensure that the agent is correctly configured on both the switch and Symposium Call Center Server.

4.Define a skillset on Symposium Call Center Server. For information on defining skillsets, refer to the Administrator’s Guide. If you are using the Symposium Call Center Web Client, refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions.

5.Assign the agent to the skillset on the server. For information on assigning agents to skillsets, refer to the Administrator’s Guide. If you are using the Symposium Call Center Web Client, refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions.

6.Create a Master script similar to the following sample, validate it, and activate it. For information on creating a Master script, refer to the Scripting Guide.

Note: The sample script uses the skillset skillset_A_sk and the DNIS 800-555-4567.

Symposium and DMS/MSL-100 Switch Guide 99