Configuring the switch Standard 1.0 To enter and edit data in the tables If you have entered an incorrect parameter in a table, you can change the parameter without discarding the parameters that have been entered correctly. To change an incorrect parameter. 1 Access the table for which you want to edit the incorrect parameter by typing table
at the prompt (>), and then press Enter. 2 Type CHA at the prompt, and then press Enter.April 2004 Configuring the switch Configuring SCAICOMS Introduction Table SCAICOMS defines linkset names and assigns them to the appropriate hardware device. This enables a logical pathway through the EIU to Symposium Call Center Server. To update table SCAICOMS 1 Edit the SCAICOMS table by typing table SCAICOMS and pressing Enter. Result: The > prompt appears. 2 Type add and press Enter. Result: The LINKSET prompt appears.
Configuring the switch Standard 1.0 Configuring BGDATA Introduction Table BGDATA allows you to configure multiple switches so that they can share MDC features. This table associates a business group ID (BGID) with a customer group. A business group is an entity that represents your organization on the switch. Note: In CCM010/SCAI12, the switch network ID is used as the node ID. To update table BGDATA 1 Edit the BGDATA table by typing table BGDATA and pressing Enter. Result: The > prompt appears.
April 2004 Configuring the switch Result: The LSCFN prompt appears. 10 Type $ and press Enter. Result: The LCSINCPT prompt appears. 11 Type 0 (zero) and press Enter. Result: The OPTION prompt appears. 12 Type 0 (zero) and press Enter. Result: The utility prompts you to save the new business group ID. 13 Type Y and press Enter. 14 To exit from the table, type quit and press Enter.
Configuring the switch Standard 1.0 Configuring SCAIGRP Introduction Table SCAIGRP associates a business group ID for a customer group with one or more linksets. Each group is given a password, network node ID, linkset, and an associated BGID. These parameters allow Symposium Call Center Server to log on to the switch. To update table SCAIGRP 1 Edit the SCAIGRP table by typing table SCAIGRP and pressing Enter. Result: The > prompt appears. 2 Type add and press Enter.
April 2004 Configuring the switch Configuring SCAISSRV Introduction Table SCAISSRV defines a series of profiles for ICM messages, and specifies what information is included in the messages. The switch makes these messages available to Symposium Call Center Server. The table below indicates the default configuration of table SCAISSRV. Nortel Networks recommends that you use the default configuration for Symposium Call Center Server.
Configuring the switch Standard 1.
April 2004 Configuring the switch Configuring SCAIPROF Introduction Table SCAIPROF defines the types of information sent by the switch to Symposium Call Center Server. Note: If you edit the parameters in table SCAIPROF, you must restart Symposium Call Center Server for the changes to take effect. To update table SCAIPROF 1 Edit the SCAIPROF table by typing table SCAIPROF and pressing Enter. Result: The > prompt appears. 2 Type add and press Enter. Result: The utility prompts for the LINKSET.
Configuring the switch 5 Standard 1.0 Respond to the prompts to create the group. The following prompts require special values for use with Symposium Call Center Server: Prompt Value PROFKEY Enter the linkset name and service ID.
April 2004 Configuring the switch Configuring CUSTNTWK Introduction The table CUSTNTWK assigns a network ID to a customer group. The network ID identifies your organization’s network within the telephony environment. Follow the procedure in this section to configure the ECM option. Before you begin Ensure that the network name is defined in table NETNAMES. To configure the ECM option 1 Edit the CUSTNTWK table by typing table CUSTNTWK and pressing Enter. 2 Type $ and press Enter.
Configuring the switch 52 Standard 1.
April 2004 Configuring the switch Section B: Configuring switch resources In this section Overview of configuring switch resources 54 Configuring RAN and music routes 56 Configuring ACD groups 57 Configuring ACD subgroups 65 Configuring DNs 66 Configuring agent phonesets 69 Configuring supervisor phonesets 74 Configuring logon IDs 76 Symposium and DMS/MSL-100 Switch Guide 53
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.
April 2004 Configuring the switch ! Configure each CDN to be acquired by the server and each primary or supplementary ACD-DN to be monitored by the server. ! Configure the phonesets to be acquired and monitored by the server. ! Configure the logon IDs that agents and supervisors use to log on to their phonesets (this is only required if it is required by the office parameters).
Configuring the switch Standard 1.0 Configuring RAN and music routes Introduction You can use RAN and music routes to provide feedback to callers while they are waiting in queue. You might want to configure a RAN informing callers of the amount of time they can expect to remain in queue before their call is answered. While they wait in queue, you can define a specific type of music that they hear. Configuration of RAN and music routes involves the following tasks: 1.
April 2004 Configuring the switch Configuring ACD groups Introduction An ACD group is a logical group that contains a set of primary or supplementary ACD-DNs, phonesets, and agents. You must create at least two types of ACD groups—one for the CDNs acquired by Symposium Call Center Server, and one for phonesets and agents.
Configuring the switch Standard 1.0 Result: The ACDNAME prompt appears. 3 Enter a name for the ACD group. Result: The utility prompts you for the CUSTGRP. 4 Enter a name for the customer group of the ACD-DN. Result: The utility prompts you for the ACDRNGTH. 5 Enter a valid value. (The default value is 0.) Result: The utility prompts you for the THROUTE. 6 Enter a valid value. Result: The utility prompts you for the NSROUTE. 7 Enter a valid value. Result: The utility prompts you for the PRIOPRO.
April 2004 Configuring the switch Result: The utility prompts you for the FRCNGTSV. ATTENTION 16 Do not set this value for the CDN. Enter a valid value. Result: The OPTION prompt appears. 17 Enter a valid CDN. Result: The DEFAULTGRP prompt appears. 18 Enter the name of the ACD group to which calls are sent when Symposium Call Center Server is not responding. Result: The RESPTM prompt appears.
Configuring the switch Standard 1.0 To configure ACD groups for ACD-DNs, phonesets, and agents Note: Any modifications to the ACDGRP table must be applied to the default ACD group, not the CDN. 1 Edit the ACDGRP table by typing table ACDGRP and pressing Enter. Result: The > prompt appears. 2 At the > prompt in the ACDGRP table, type add and press Enter. Result: The utility prompts you for the ACDNAME. 3 Enter a name for the ACD group. Result: The utility prompts you for the CUSTGRP.
April 2004 Configuring the switch Result: The utility prompts you for the MSQS. 13 Enter a valid value. Result: The utility prompts you for the DISTRING. 14 Enter a valid value. Result: The utility prompts you for the OBSWTONE. 15 Enter a valid value. Result: The utility prompts you for the FRCNGTSV. 16 Enter a valid value. Result: The utility prompts you for the AGTASSN. 17 Enter a valid value. This is required for ICM. Result: The FORCING prompt appears.
Configuring the switch Standard 1.0 22 Type Y to save the TUPLE and press Enter. 23 Repeat steps 2 through 21 for each ACD group of this type that you want to create. 24 To exit from the table, type quit and press Enter. Configuring CDNs in controlled and default mode Table ACDGRP defines an ACD group’s configuration and the options associated with the group. Table ACDGRP must be changed to add the CDN option.
April 2004 Configuring the switch Brief descriptions (default value for CDN ACDGRP) Validity for a CDN ACDGRP THROUTE any valid route (for example, OFRT 1) N NSROUTE any valid route (for example N OFRT 1) PRIOPRO 0 N DBG N N MAXCQSIZ 0-511 Y Field name CDN queue size MAXWAIT 0 N ACDMIS N Y MSQS N N DISTRING NONE N OBSWTONE N N FRCNGTSV N N The following table shows all of the options in table ACDGRP and whether they are compatible for a CDN: ACDGRP Option Compatible wi
Configuring the switch Standard 1.0 ACDGRP Option Compatible with CDN (Y/N) SCAIREDIR N (only compatible for redirection) OVFLINQ N TMDELOFL N ACDDISP N MGTRPT N ACDADMIN N QSL N NRONSDN N ACDCPK N ORGANN N FORCING N VARWRAP N TIMECXR N NONIMCUT N ACDXFER N OBSREST N 3OVNS N QTOMSB N Table ACDRTE defines the enhanced overflow routes that a group can take. It also defines the audio treatments that ACD groups use.
April 2004 Configuring the switch Configuring ACD subgroups Introduction You can use subgroups to divide agents into smaller groups for support and monitoring. Assign a supervisor to each subgroup. The supervisor must log on at the phoneset in that subgroup that is configured as the supervisor phoneset.
Configuring the switch Standard 1.0 Configuring DNs Introduction In table DNROUTE, you must configure each of the Controlled Directory Numbers (CDNs) that Symposium Call Center Server monitors. You must also configure any ACD-DNs and supplementary DNs that you are using. In the event that Symposium Call Center Server is unable to handle calls, ACD-DNs provide a backup call distribution system to route calls. Note: Supplementary DNs are usually used for 1-800 numbers.
April 2004 Configuring the switch Result: The STAT prompt appears. 5 Enter the remainder of the directory number for the CDN. Result: The DN_SEL prompt appears. 6 Type FEAT and press Enter. Result: The FEATURE prompt appears. 7 Type ACD and press Enter. Result: The ACDGRP prompt appears. 8 Type the name of the ACD group you defined for this CDN in table ACDGRP and press Enter. Result: The DNTYPE prompt appears. 9 If you are assigning the first DN to the group, type PRIM and press Enter.
Configuring the switch 4 Standard 1.0 Type FEAT and press Enter. Result: The FEATURE prompt appears. 5 Type ACD and press Enter. Result: The ACDGRP prompt appears. 6 Continue responding to the prompts to define the ACD-DN or supplementary DN. (For more information about the prompts, see the Translations Guide.) To define an ACD-DN, at the DNTYPE prompt, type PRIM. To define a supplementary DN, at the DNTYPE prompt, type SUPP. Result: The utility prompts you to save the new ACD-DN or supplementary DN.
April 2004 Configuring the switch Configuring agent phonesets Introduction You must configure each phoneset that Symposium Call Center Server acquires. The server must acquire phonesets so that it can ! monitor the status of each phoneset ! present calls to each phoneset Phoneset keys An agent can log on to any phoneset providing that he or she enters a valid logon ID.
Configuring the switch Line of Business Standard 1.0 Symposium Call Center Server can report on the time agents spend on different types of calls. To use this feature, you must enable the LOB feature on the switch, and define all activity codes on Symposium Call Center Server. When you define activity codes on the server, it allows you to give useful names to the activity codes (for example, Sales or Support) for reporting purposes.
April 2004 Configuring the switch ! Define the ACD group to which the agent phoneset belongs in table ACDGRP (see “Configuring ACD groups” on page 57). ! Define the ACD subgroup to which the agent phoneset belongs in table ACDSGRP (see “Configuring ACD subgroups” on page 65). Configuring agent phonesets 1 Start the Service Orders utility by typing SERVORD and pressing Enter. Result: The > prompt appears. 2 Type new $ and press Enter. Result: The DN prompt appears.
Configuring the switch 11 Standard 1.0 Enter a valid value. Result: The OPTKEY prompt appears. 12 Type $ and press Enter. Result: The utility prompts you to save the new phoneset settings. Tip: Before you save the configuration, ensure that you perform the following tasks: ! Assign the phoneset a valid DN. ! Assign Make Set Busy (MSB) to valid keys.
April 2004 Configuring the switch Notes: 1. The agent phonesets 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. 2. If you intend to reconfigure an agent phoneset, you must first deacquire the phoneset, edit the configuration parameters, and then reacquire the phoneset.
Configuring the switch Standard 1.0 Configuring supervisor phonesets Introduction In each ACD subgroup, you must configure one supervisor phoneset. Symposium Call Center Server must acquire this phoneset so that it can monitor the status of the phoneset. Phoneset keys The following table lists special considerations for supervisor phoneset keys when you are using Symposium Call Center Server: Night Service Nortel Networks recommends that you do not configure this key on the supervisor phoneset.
April 2004 Configuring the switch 3 Continue responding to the prompts to define the phoneset. Be sure to define the following options: ! position ID ! Observation key (OBS) ! Answer Emergency key (AEMK) ! Agent Status key (ASK) For more information about these and other available options, see the SERVORD Reference Manual. Result: The utility prompts you to save the new phoneset. 4 Type Y and press Enter. 5 Repeat steps 1 through 4 for each supervisor phoneset you want to define.
Configuring the switch Standard 1.0 Configuring logon IDs Introduction You must configure the logon ID of each agent who logs on to a phoneset monitored by Symposium Call Center Server. If you add an agent in Symposium Call Center Server, you must configure the matching agent logon parameters on the switch. Note: An agent can log on to any phoneset providing he or she enters a valid logon ID.
April 2004 Configuring the switch 5 Type N and press Enter. Result: The OPTION prompt appears. 6 Select the VARWRAP option. Result: The VARWRAP prompt appears. 7 When an agent releases a call, the Variable Wrap feature prevents another call from being presented to the agent for a specific period of time. You must select the Variable Wrap feature and define TIMER (the length of the wrap period, in seconds).
Configuring the switch 78 Standard 1.
April 2004 Configuring the switch Section C: Checking the server configuration In this section Overview of server configuration 80 Checking the server configuration 81 Relationship of server configuration and switch datafill 83 Symposium and DMS/MSL-100 Switch Guide 79
Configuring the switch Standard 1.0 Overview of server configuration Installation of Symposium Call Center Server enables you to configure the connection to the switch. After the installation, you can view the configuration information to confirm that it was entered correctly. Note: This section describes how to view the configuration from a client PC. You can also use the Feature Reports utility on the server. For more information about this utility, refer to the Installation and Maintenance Guide.
April 2004 Configuring the switch Checking the server configuration Introduction This section describes checking the switch connection. To check the switch connection 1 From the SMI window, choose System Administration ➝ System Configuration ➝ Server Settings. Result: The Switch Resource property sheet appears. This property sheet shows the type of switch to which the server is connected, and how the server is configured on the switch.
Configuring the switch Standard 1.0 Result: The Switch configuration property sheet appears. This property sheet contains additional information about the server configuration on the switch. 82 3 Click Close to return to the Switch Resource property sheet. 4 Click Close to return to the SMI window.
April 2004 Configuring the switch Relationship of server configuration and switch datafill Introduction This section shows the relationships between fields in the Symposium Call Center Server configuration and tuples in the DMS tables.
Configuring the switch Standard 1.0 Predefined values The following fields in the Symposium Call Center Server configuration have predefined values: Symposium Call Center Server parameter Value Meaning Service ID 0–255 Identifies the connection profile parameters for communication between the switch and Symposium Call Center Server.
April 2004 Configuring the switch Business Group ! uniquely identifies a Meridian Business Group (MBG) customer within a public network ! is assigned by the telephone company, distributor, or end-user ! is keyed to the BGID field of the SCAIGRP table ! must be a number between 1–4194304 Note: An MBG customer is a telephone company customer who uses public facilities to carry customer-specific information.
Configuring the switch Standard 1.0 ! identifies the specific customer host application (for example, Symposium Call Center Server, OPEN IVR, TAPI Driver) initiating the logon request ! assigned by the customer ! must be a number between 1–32767. This number must be different for all the other applications connected to the linkset.
Chapter 3 Verifying the configuration In this chapter Overview 88 Verifying that the server can log on to the switch 89 Verifying ACD groups and subgroups 91 Verifying that phonesets are correctly configured 92 Verifying that agents are correctly configured 94 Verifying that the CDNs are correctly configured 95 Verifying that music and RAN routes are correctly configured 97 Verifying that DNISs are correctly configured 99 Symposium and DMS/MSL-100 Switch Guide 87
Verifying the configuration Standard 1.0 Overview Introduction This section describes how to verify that the switch has been set up correctly. Before you continue, ensure that you have configured Symposium Call Center Server as described in the Administrator’s Guide. Verifying the configuration You must verify that the switch has been configured correctly.
April 2004 Verifying the configuration Verifying that the server can log on to the switch Introduction Symposium Call Center Server attempts to log on to the switch at startup and— if the link goes down—whenever the link becomes available. To allow the server to log on, the following conditions must be met: ! The ICM link between the switch and Symposium Call Center Server must be correctly configured. ! The server logon parameters must be correctly configured.
Verifying the configuration 2 Standard 1.0 Type the following text: route add -p cmipaddr route where cmipaddr is the actual IP address of the server in Symposium Call Center Server, and “route” is the IP address of the nearest router or ICM link on the EIU. Logon failure If the logon process is incorrectly configured, Symposium Call Center Server is unable to log on to the switch, and the server cannot acquire CDNs, phonesets, or voice ports.
April 2004 Verifying the configuration Verifying ACD groups and subgroups Introduction To verify that ACD groups and subgroups are correctly defined, use the ACDSHOW utility. Before you begin Before verifying the ACD configuration, you must log on to the switch from a MAP terminal with a user ID that has the privilege levels required to access the ACDSHOW utility. To verify ACD configurations Check the ACD configuration using the ACDSHOW command.
Verifying the configuration Standard 1.0 Verifying that phonesets are correctly configured Introduction To verify that a phoneset is correctly configured, ensure that it is configured as a type Meridian Digital Centrex (MDC), and that all keys are correctly configured. (For information about the interaction of keys and Symposium Call Center Server, see “Configuring agent phonesets” on page 69, and “Configuring supervisor phonesets” on page 74.
April 2004 Verifying the configuration Verifying supervisor phoneset configurations To verify that supervisor phonesets are correctly configured, check the phoneset configuration using the QLEN command. (For more information about this command, see the SERVORD Reference Manual.) Ensure that the following conditions have been met for each supervisor phoneset: ! The phoneset type is MDC. ! The phoneset has an Emergency key. ! The phoneset does not have a Night Service key.
Verifying the configuration Standard 1.0 Verifying that agents are correctly configured Introduction If agents are correctly configured, agents can log on to a phoneset, and their status is correctly reported in the agent real-time display. Before you begin Ensure that the phoneset has been acquired on Symposium Call Center Server. On a client workstation, open an Agent real-time display window. To verify agent logons 1 At a phoneset configured as an agent set, pick up the handset.
April 2004 Verifying the configuration Verifying that the CDNs are correctly configured Introduction If a Controlled Directory Number (CDN) is correctly configured, Symposium Call Center Server can acquire that CDN, and calls to that CDN are correctly routed. Before you begin Before using this procedure, complete these tasks: 1. Define two CDNs. Ensure that they are correctly configured on both the switch and Symposium Call Center Server. 2. Define two agents.
Verifying the configuration Standard 1.0 Sample script GIVE RINGBACK WAIT 2 IF (CDN = 4165557890) THEN QUEUE TO SKILLSET skillset_A_sk WAIT 2 LOG “queued at CDN A” QUIT END IF IF (CDN = 4165557891) THEN QUEUE TO SKILLSET skillset_B_sk WAIT 2 LOG “queued at CDN B” QUIT END IF WAIT 5 LOG “did not arrive at either CDN” QUIT To verify CDN configurations 1 On Symposium Call Center Server, acquire the CDN by selecting it in the CDNs window and choosing File ➝ Acquire.
April 2004 Verifying the configuration Verifying that music and RAN routes are correctly configured Introduction If music and RAN routes are correctly configured, calls receive the correct recorded announcement or music 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 two RAN routes.
Verifying the configuration Standard 1.0 WAIT 2 GIVE RAN welcome_RAN_gv WAIT 2 GIVE RAN holiday_RAN_gv QUIT Verifying music/RAN route configurations To verify that RAN or music routes are correctly configured, make a call to the CDN for which RAN or music treatment is configured. The correct treatment should be received.
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.
Verifying the configuration Standard 1.0 Sample script GIVE RINGBACK WAIT 2 IF (DNIS = 8005554567) THEN QUEUE TO SKILLSET skillset_A_sk WAIT 2 LOG “using DNIS” QUIT END IF WAIT 5 LOG “did not have DNIS” QUIT Verifying DNIS configurations To verify that DNISs are correctly configured, make a call to the DNIS. The call should be queued to the correct skillset.
Chapter 4 Troubleshooting In this chapter Overview 102 Subsystem link problems 103 Resource configuration problems 106 Symposium and DMS/MSL-100 Switch Guide 101
Troubleshooting Standard 1.0 Overview This section describes problems that can occur, as well as possible causes and recommended solutions for these problems.
April 2004 Troubleshooting Subsystem link problems Introduction This section lists problems that can occur during verification of the configuration. For each problem, it suggests possible causes. The server does not receive information from the switch This occurs if Symposium Call Center Server is not logged on to the switch, if your customer group is not configured to receive SCAI messages from the switch, or if the ELAN is not available or is incorrectly configured.
Troubleshooting Standard 1.0 ! The customer LAN or WAN is correctly installed and configured. To check the LAN or WAN, use the ping utility. For more information about this utility, refer to the Installation and Maintenance Guide. ! The ACD group to which the phoneset belongs has the AGTASSN option. Phonesets do not have dial tone This occurs if the phonesets are incorrectly configured on the switch. Ensure that the phonesets are correctly configured in the Service Orders (servord) utility.
April 2004 Troubleshooting Sharing ICM resources across multiple applications using LinkPlexer 1.2 LinkPlexer 1.2 enables multiple applications to share ICM resources. LinkPlexer 1.2 acts as a switch proxy with applications connecting to LinkPlexer 1.2 rather than directly to the switch. Ensure that LinkPlexer 1.2 is configured to log on to the switch at the lowest service version of all the connected applications. Successful application operation cannot be guaranteed where LinkPlexer 1.
Troubleshooting Standard 1.0 Resource configuration problems Introduction This section lists problems that can occur during verification of resource configuration. For each problem, it suggests possible causes. The server cannot acquire CDNs Ensure that the following conditions have been met: ! The CDN is configured in table DNROUTE on the switch. ! The CDN is configured correctly on Symposium Call Center Server. (The configuration on the server must match the configuration on the switch.
April 2004 Troubleshooting ! The secondary DN is configured on the switch. ! The secondary DN has the ECM configured properly on the switch. ! The secondary DN is configured as an attribute of the correct phoneset on Symposium Call Center Server. See also “The server does not receive information from the switch” on page 103. Agents or supervisors are unable to log on Ensure that the following conditions have been met: ! The agent or supervisor’s logon ID is configured in table ACDLOGIN.
Troubleshooting Standard 1.0 Calls are not being presented to agents If you are using the Variable Wrap option, agents go into Variable Wrap state after completing a call. (You configure the length of the variable wrap period on the switch.) When the variable wrap period elapses, agents go into Ready state.
April 2004 Troubleshooting Phoneset does not display the skillset name If the phoneset does not display the skillset name, ensure that the following conditions have been met: ! The SCAI service version used to connect to the switch is SCAI17 or later. ! The customer has subscribed to the default tuple TPQC11$ in table SCAISSRV. ! The tuple TPQC11$ under category TPQC is created with the parameter DISPTEXT in the ROUTECALL function.
Troubleshooting 110 Standard 1.
Appendix A Preinstallation checklist In this appendix Preinstallation checklist Symposium and DMS/MSL-100 Switch Guide 112 111
Preinstallation checklist Standard 1.0 Preinstallation checklist Introduction The following checklist includes a list of required and optional components for the switch, the network and router system, and the CPE. Nortel Networks recommends that you complete the checklist before attempting to configure the switch for Symposium Call Center Server.
April 2004 Preinstallation checklist Component Required Optional Description Dedicated Ethernet Link Yes Link provides higher link reliability and bandwidth by reducing packet collisions and retransmits. NA08 or higher load on the Yes DMS Provides ICM capability. ICM00001 Yes Call management interface (ICM software load package) ACD Datafill Yes As required. SCAI Datafill Yes Tables SCAICOMS, SCAIGRP, SCAISSRV, and SCAIPROF must be datafilled in the switch.
Preinstallation checklist Standard 1.0 Component Required Optional Description Firewall Software Yes Provides isolation of the Telco network and switch from unauthorized external access. 10Base-T Ethernet Hub Yes Provides Ethernet connectivity between network components. Minimum of 1 is required at both the Telco and CPE ends. 10Base-T Category 5 UTP Yes Cabling ISDN NT-1 Adapter Length as required.
Glossary A accelerator key A key on a phoneset that an agent can use to place a call quickly. When an agent presses an accelerator key, the system places the call to the configured number associated with the key. For example, if an agent presses the Emergency key, the system places a call to the agent’s supervisor. access class A collection of access levels that defines the actions a member of the access class can perform within the system.
Glossary Standard 1.0 acquired resource A resource configured on the switch that is under the control of Symposium Call Center Server. Resources must be configured with matching values on both the switch and Symposium Call Center Server. activated script A script that is processing calls or is ready to process calls. Before you can activate a script, you must first validate it. Active server In a system with a replication server, the server that is providing call processing and administration services.
April 2004 Glossary agent to supervisor assignment A definition that, when you run it, assigns one or more agents to specific supervisors. Agent to supervisor assignments can be scheduled. API See application program interface. application 1. A logical entity that represents a Symposium Call Center Server script for reporting purposes. The Master script and each primary script have an associated application. The application has the same name as the script it represents. 2.
Glossary Standard 1.0 Automatic call distribution directory number A primary or supplementary DN associated with an ACD group. Calls made to an automatic call distribution directory number are distributed to agents belonging to the group, based on the ACD routing table on the switch. Automatic call distribution group An entity defined on the switch for the purpose of call distribution. When a customer dials an ACD group, the call is routed to any agent who is a member of that group.
April 2004 Glossary call priority A numerical value assigned in a script that defines the relative importance of a call. If two calls are in the queue when an agent becomes available, and one call is queued with a higher priority than the other, the agent receives the higher priority call first. See also skillset priority. call treatment A script element that enables you to provide handling to a call while it is waiting to be answered by a call center agent.
Glossary Standard 1.0 client The part of Symposium Call Center Server that runs on a personal computer or workstation and relies on the server to perform some operations. Two types of client are available, Classic Client and Symposium Web Client. See also server. command A building block used with expressions, variables, and intrinsics to create scripts. Commands perform distinct functions, such as routing a call to a specific destination, playing music to a caller, or disconnecting a caller.
April 2004 Glossary default skillset The skillset to which calls are queued if they have not been queued to a skillset or a specific agent by the end of a script. desktop user A configured user who can log on to the Symposium Call Center Server from a client PC. DHCP See dynamic host configuration protocol. Dial-Up Networking See Remote Access Services.
Glossary Standard 1.0 DN call See directory number call. DNIS See Dialed Number Identification Service. dongle The attachment plugged into the parallel port of a server connected to a DMS/ MSL-100 switch that authenticates the serial number required at the time of server installation. dynamic host configuration protocol A protocol for dynamically assigning IP addresses to devices on a network. dynamic link library A library of executable functions or data that can be used by a Windows application.
April 2004 Glossary event 1. An occurrence or action on the Symposium Call Center Server, such as the sending or receiving of a message, the opening or closing of an application, or the reporting of an error. Some events are for information only, while others can indicate a problem. Events are categorized by severity: information, minor, major, and critical. 2. An action generated by a script command, such as queuing a call to a skillset or playing music.
Glossary Standard 1.0 Incalls key The key on an agent phoneset to which incoming ACD and Symposium Call Center Server calls are presented. Intelligent Call Manager A high capacity call center TCP/IP interface to the switch that enables the exchange of messages between the switch and a remote host computer. Interactive voice response An application that allows telephone callers to interact with a host computer using prerecorded messages and prompts.
April 2004 Glossary Local area network A computer network that spans a relatively small area. Most LANs connect workstations and personal computers, and are confined to a single building or group of buildings. logical expression A symbol used in scripts to test for different conditions. Logical expressions are AND, OR, and NOT. See also expression, mathematical expression, relational expression.
Glossary Standard 1.0 MIB See Management Information Base. MLS See Meridian Link Services. MSL-100 Meridian Stored Logic 100 switch music route A resource installed on the switch that provides music to callers while they wait for an agent. N network interface card An expansion board that enables a PC to be connected to a local area network (LAN). night mode A skillset state in which the server does not queue incoming calls to the skillset, and in which all queued calls are given night treatment.
April 2004 Glossary OEM Original equipment manufacturer OLE See object linking and embedding. Open Database Connectivity A Microsoft-defined database application program interface (API) standard. out-of-service mode A skillset state in which the skillset does not take calls. A skillset is out of service if there are no agents logged on or if the supervisor puts the skillset into out-of-service mode manually. See also night mode, transition mode.
Glossary Standard 1.0 phoneset The physical device, connected to the switch, to which calls are presented. Each agent and supervisor must have a phoneset. phoneset display The display area on an agent’s phoneset where information about incoming calls can be communicated. Position ID A unique identifier for a phoneset, used by the switch to route calls to the phoneset. Referred to as Telephony/Port Address in Symposium Call Center Server.
April 2004 Glossary relational expression An expression used in scripts to test for different conditions. Relational expressions are less than (<), greater than (>), less than or equal to (< =), greater than or equal to (> =), and not equal to (< >). See also expression, logical expression, mathematical expression. Remote Access Services A feature built into Windows NT and Windows 95 that enables users to log on to an NT-based LAN using a modem, X.25 connection, or WAN link.
Glossary Standard 1.0 script variable See variable. second-level threshold The value used in display thresholds that represents the highest value of the normal range for a given statistic. The system tracks how often the value for the statistic falls outside this value. secondary directory number A DN defined on the agent’s phoneset as a Centrex line for incoming and outgoing non-ACD calls.
April 2004 Glossary Simple Network Management Protocol A systematic way of monitoring and managing a computer network.
Glossary Standard 1.0 Standby server A server that contains an up-to-date version of the database, for use when the Active server becomes unavailable. supervisor A user who manages a group of agents. See also associated supervisor and reporting supervisor. supplementary ACD-DN A DN associated with a primary DN. Any calls to the supplementary DN are automatically routed to the primary DN. A supplementary DN can be a toll-free (1-800) number.
April 2004 Glossary Symposium Web Center Portal A client/server contact center application that expands contact center e-mail capabilities to allow agents to view, respond to, and track requests over the Internet. Symposium Web Client A browser-based tool for call center administrators and supervisors used for managing and configuring a contact center and its users, defining access to data, and viewing real-time and historical reports.
Glossary Standard 1.0 threshold class A set of options that specifies how statistics are treated in reports and real-time displays. See also display threshold, pegging threshold. Time-Division Multiplex A method of transmission in which a signal is separated into multiple segments at the transmission source, and then reassembled at the receiving end. time intrinsic A script element that stores information about system time, including time of day, day of week, and week of year.
April 2004 Glossary user-defined script A script that is modified by an authorized user on the Symposium Call Center Server system. utility A program that performs a specific task, usually related to managing system resources. Operating systems contain a number of utilities for managing disk drives, printers, and other devices. V validation The process of checking a script to ensure that all the syntax and semantics are correct. A script must be validated before it can be activated.
Glossary 136 Standard 1.
Index A ACD configuring groups, 57 groups and subgroups verification, 91 groups for CDN, configuring, 57 ring threshold, 62 subgroups, configuring, 65 verification, 91 ACD DNs ACD groups configuration, 60 configuring, 67 agents calls not presented, 108 configuring ACD groups configuration, 60 configuring logon IDs, 76 configuring on the server, 77 configuring phoneset, 72 configuring phoneset keys, 69 configuring phoneset on the server, 72 configuring phonesets, 69, 71 unable to log on, 107 verifying agents
Index configuring (continued) agent phonesets, 71 agent phonesets on the server, 72 agents on the server, 77 BGDATA, 44 CDNs, 66 CDNs in controlled mode, 62 CDNs in default mode, 62 CDNs on server, 68 CUSTNTWK, 51 DNISs on server, 68 DNs, 66 logon, 40 logon IDs, 76 phoneset keys, agent, 69 phoneset keys, supervisor, 74 phoneset, agent, 69, 71 phoneset, agent on the server, 72 phoneset, supervisor, 74 phoneset, supervisor on the server, 75 RAN and music routes, 56 SCAICOMS, 43 SCAIGRP, 46 SCAIPROF, 49 SCAIS
April 2004 logon agents or supervisors unable to log on, 107 failure, 90 server, configuring switch, 38 troubleshooting, 103 logon configuring entering and editing table data, 42 introduced, 40 printing table data, 42 logon IDs configuring, 76 configuring for agent, 76 logon parameters Business Group, 85 DMS password, 85 MBG, 85 Network Node, 84 Service ID, 85 service version, 86 M MBG logon parameters, 85 music and RAN routes verifying configuration, 97 verifying configuration sample script, 97 N Networ
Index Standard 1.
Reader Response Form Nortel Networks Symposium Call Center Server Product release 5.0 Symposium and DMS/MSL-100 Switch Guide Tell us about yourself: Name: Company: Address: Occupation: 1. What is your level of experience with this product? New user 2. Intermediate Experienced Programmer Reference Problem solving How do you use this book? Learning 3. Phone: Procedural Did this book meet your needs? Yes No If you answered No to this question, please answer the following questions. 4.
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Nortel Networks Symposium Call Center Server Symposium and DMS/MSL-100 Switch Guide Nortel Networks Mervue Business Park Galway, Ireland Copyright © 2004 Nortel Networks, All Rights Reserved Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant.
