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Nortel Networks Symposium Call Center
Server

Symposium and DMS/MSL-100 Switch Guide

Product release 5.0

Standard 1.0

April 2004

297-2183-912

Summary of Contents for 297-2183-912

Page 1: ...Nortel Networks Symposium Call Center Server Symposium and DMS MSL 100 Switch Guide Product release 5 0 Standard 1 0 April 2004 297 2183 912 ...

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Page 3: ...nsmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach Nortel Networks ...

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Page 5: ...sium and DMS MSL 100 Switch Guide v Publication history April 2004 The Standard 1 0 version of the Nortel Networks Symposium Call Center Server Symposium and DMS MSL 100 Switch Guide Release 5 0 is released ...

Page 6: ...vi Symposium Call Center Server Publication history Standard 1 0 ...

Page 7: ... logon 38 Configuring SCAICOMS 43 Configuring BGDATA 44 Configuring SCAIGRP 46 Configuring SCAISSRV 47 Configuring SCAIPROF 49 Configuring CUSTNTWK 51 Section B Configuring switch resources 53 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...

Page 8: ... 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 4 Troubleshooting 101 Overview 102 Subsystem link problems 103 Resource configuration problems 106 A Preinstallation checklist 111 Preinstallation checklist 112...

Page 9: ... 1 Getting started In this chapter Overview 10 Skills you need 11 What s new in Release 5 0 12 Components 13 How Symposium Call Center Server communicates with the switch 19 Support for switch features 24 Preinstallation checklist 31 Configuration tasks 32 ...

Page 10: ...Intelligent Call Manager ICM formerly CompuCALL Symposium Call Center Server This guide explains how to configure the switch to work with Symposium Call Center Server To find out how to configure the server 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 This guide...

Page 11: ...S switch Switch release CCM010 SCAI12 to CCM017 SCAI17 Intelligent Call Manager switch translation release ICM00001 to ICM00075 Maintenance Administration Position MAP terminal Service Orders servord utility Switch Translation Guide Automatic Call Distribution ACD other switch administration and monitoring tools PC experience or knowledge Knowledge of or experience with the following PC products i...

Page 12: ... displays the characters A through Z and the numbers 0 through 9 SCAI17 support Symposium Call Center Server Release 5 0 provides SCAI17 support with backward compatibility to SCAI12 Hold Unhold reporting Symposium Call Center Server Release 5 0 with CCM15 SCAI17 or later supports Hold Unhold reporting which records the hold time associated with a call iButton Release 5 0 provides support for iBut...

Page 13: ...e Unit EIU Intelligent Call Manager ICM and the agent and supervisor phonesets Server component The server in Symposium Call Center Server can be located at either the central office or customer site Client component The client is installed on the supervisor workstations and accesses the server over the customer s LAN Symposium Call Center Server components The following illustration shows the rel...

Page 14: ...When a call arrives at the switch the switch notifies the server which performs call processing and routing To work with the Symposium Call Center Server the switch must be running software load CCM010 SCAI12 or later G101333 Symposium Call Center Server Switch Client PC administrator Client PC supervisor Third party application Front end IVR optional Agent phonesets CLAN ELAN ICM Router Router Ne...

Page 15: ... rules for the EIU also apply to the 3PC card ICM The Intelligent Call Manager ICM serves as an interface between Symposium Call Center Server and the switch The ICM receives information from the switch and transmits it to Symposium Call Center Server It receives information from the server and transmits it to the switch The number available for Symposium Call Center Server depends on the number o...

Page 16: ...s meaningful real time call center statistics and an easy to use interface for the management of the call center Web Client Symposium Web Client is a browser based thin client for administrators and supervisors Through the Internet Explorer browser located on a client PC you can connect to the Symposium Web Client application server to manage and configure a call center and its users define access...

Page 17: ...alls Third party applications optional Optional third party applications provide the following functionality to Symposium Call Center Server the ability to exchange data with the server using Host Data Exchange HDX the ability to receive real time updates from the server using the real Time API RTI the ability to receive real time updates from the server using the Real Time Statistical Multicast s...

Page 18: ...ng IVR controls the voice response system and Symposium TAPI Server Symposium Agent controls softphones and screen pops agent positions are controlled by TAPI Server Symposium Agent or desktop CTI and monitored by Symposium Call Center Server call queues and agent positions are monitored by third party applications such as voice recorders Note For more information see the LinkPlexer 1 2 Installati...

Page 19: ...call processing to begin in Symposium Call Center Server the call must arrive at a CDN on the switch that is controlled by Symposium Call Center Server Information that is gathered from the CDN and sent from the switch to Symposium Call Center Server is used to enable Symposium Call Center Server to define the path the call follows through the call center How Controlled Directory Numbers operate A...

Page 20: ...m Call Center Server There are no agents or supervisors associated with a CDN In the servord utility ACD agents cannot be defined for a CDN s ACDGROUP Note Never add options to the tables There are no subgroups assigned to a CDN A subgroup cannot be defined for a CDN in table ACDSGRP The CDN priority is set to zero In table DNROUTE the priority of the primary DN and the priority of the secondary D...

Page 21: ... in controlled and default mode below Revert to Default All incoming calls and existing calls in the CDN queues are routed to the default ACD group In addition the state can be set by Symposium Call Center Server or the switch To apply MUSIC to a CDN by Symposium Call Center Server the AUDIO option must be datafilled in table ACDGROUP The current limit of the number of calls on a single CDN queue ...

Page 22: ...its optional 4 The call is routed to an IVR port 5 The caller receives an IVR treatment prompting him or her to respond through the use of phoneset keys 6 The IVR transfers the call to a CDN after the caller enters digits 7 The call remains queued in the CDN awaiting further call processing 8 The switch sends a call notification to Symposium Call Center Server The call is routed in either of the f...

Page 23: ...a path as defined in either the controlled or default call routing mode In the controlled call routing mode Symposium Call Center Server provides treatments as specified in the script In the default call routing mode the call is removed from the queue on the CDN and then it is sent to the default ACD group awaiting an available agent to answer the call 10 The call follows a path as defined in eith...

Page 24: ...s given to the call that gets there first Announcements Announcements held in Digitally Recorded Announcement Machine DRAM or Enhanced Digitally Recorded Announcement Machine EDRAM on the switch are supported to provide Hold in Queue announcements controlled by Symposium Call Center Server Controlled and default call routing Incoming calls can be routed to a default ACD group in the event that Sym...

Page 25: ...Secondary DN keys An agent phoneset can contain multiple secondary DN keys However in this release Symposium Call Center Server can only monitor one DN key on each phoneset Therefore Nortel Networks recommends that you configure only one DN key on each agent phoneset You must add the ECM option against the secondary DN before the DN can be acquired by Symposium Call Center Server Note Symposium Ca...

Page 26: ...being forwarded to them If neither the reporting supervisor nor the associated supervisor answers the call within 30 seconds the agent can press the Emergency key again to repeat the process or the agent can answer the call Note The switch does not allow agents to press the Emergency key while they are in conference with another agent Display Waiting Calls key Call queuing occurs on Symposium Call...

Page 27: ...uring a call Agent actions events DMS actions Enters the first LOB code for the call Buffers the code Enters another LOB code during the same call Sends the first LOB code to the host Buffers the new code The call is released Sends the previously buffered code in dv LOB Event U message If no code is buffered no code is sent even if a default code was datafilled for the ADC Group Cancels the last L...

Page 28: ... of time 2 5 seconds before tearing the call If an agent presses the LOB key during this interval it waits for the agent to finish entering the code and then sends the code in a dv LOB Event U message Enters an invalid LOB code Validates all the codes Accepts only the codes from 000 through 999 and the special code of Sends the dv LOB Event U message only for the valid codes Presses the LOB key tw...

Page 29: ...f Variable Wrap is set to a value greater than zero 0 once an active call is released the agent is not available to receive any new calls for the length of time specified For example if Variable Wrap is set to a value of 20 the agent has 20 seconds to record call related information before becoming available to receive new calls If Variable Wrap is set to the value zero 0 once the active call is r...

Page 30: ...ets into transition mode manually In transition mode Symposium Call Center Server refuses any new calls but continues to present queued calls to agents When no more calls are waiting the server puts the skillset into night service mode Skillsets go into night service mode automatically when all agents log off you can also put them into night service mode manually In night service mode the server r...

Page 31: ...attempting to configure the switch for Symposium Call Center Server Nortel Networks recommends that you complete a checklist of the required and optional components for the switch the network and router system and the CPE For information about completing the checklist refer to the example in Appendix A Preinstallation checklist on page 112 ...

Page 32: ...u can request a MAC address by e mailing a request to Nortel Networks at the following address macadd nortelnetworks com Ensure that Nortel Networks enabled the DMS features for ACD routing and the ICM link Software Option Control SOC Configure ACD groups and the included agents on the switch Install the three required DMS EIU circuit packs Datafill the DMS IP interface tables Install the necessar...

Page 33: ...l Installing and configuring the EIU To install and configure the EIU you must perform these tasks on the switch Install the EIU on the switch Confirm the EIU is present and lists all entries as displayed in table LIUINV Configure an IP address for the switch in table IPNETWRK Configure IP addresses for the EIU in table IPHOST Configure the EIU in table IPTHRON For more information refer to the Et...

Page 34: ...Standard 1 0 OFCOPT Categorizes ICM messages in groups this table is maintained by Nortel Networks Note For ICM CCM010 SCAI12 do not enable the Network_ICM_Active feature OFCVAR Contains the operating parameters that the operating company can change ...

Page 35: ...100 Switch Guide 35 C h a p t e r 2 Configuring the switch In this chapter Overview 36 Section A Configuring the ICM link parameters 37 Section B Configuring switch resources 53 Section C Checking the server configuration 79 ...

Page 36: ...view This chapter provides procedures for configuring the switch to work with Symposium Call Center Server It assumes that the switch is running software load CCM010 SCAI12 or later an EIU has been provisioned for the ICM link and the ICM software is load ICM00001 or higher ...

Page 37: ...uringtheswitch Section A Configuring the ICM link parameters In this section Overview of configuring the server logon 38 Configuring SCAICOMS 43 Configuring BGDATA 44 Configuring SCAIGRP 46 Configuring SCAISSRV 47 Configuring SCAIPROF 49 Configuring CUSTNTWK 51 ...

Page 38: ...ministration Position MAP terminal with a user ID that has the privilege levels required to change these tables 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 BGDATA Allows multiple switches to share MDC features This table associates a business group ID BGID with a customer group SCA...

Page 39: ...ICOMS on page 43 Remote host IP address The remote host IP address entered must match the IP address of the server in Symposium Call Center Server on the ELAN The remote host IP address is configured in table SCAICOMS For information on the remote host IP address and other parameters that can be configured in table SCAICOMS see Configuring SCAICOMS on page 43 Linkset password The security feature ...

Page 40: ...nter G101335 SCAISSRV SCAICOMS LINKSET SCAILNKS IP address of the server CUSTENG CUSTNAME SCAIPROF PROFKEY PROFILE SUBSERV BESTAIRTOR1 TCP 50 100 77 65 CTXEVENT10 ACDEVENT11 BESTAIRTOR1 11 CTXEVENT10 ACDEVENT11 ACDEVENT11 TPCC09 RESOURCE11 TPAC36 SCAI3WC09 DNQUERY07 TPQC10 ICCM10 BESTAIR CUSTNTWK CUSTNAME NETNAME NETCGID OPTIONS BESTAIR PUBLIC 50 CLID OFFNET ECM BGDATA BGID OPTIONS LOCAL 5 CUSTGRP...

Page 41: ...SERV BESTAIRTOR1 TCP 50 100 77 65 CTXEVENT10 ACDEVENT11 BESTAIRTOR1 11 CTXEVENT10 ACDEVENT11 ACDEVENT11 TPCC09 RESOURCE11 TPAC36 SCAI3WC09 DNQUERY07 TPQC10 ICCM10 BESTAIR CUSTNTWK CUSTNAME NETNAME NETCGID OPTIONS BESTAIR PUBLIC 50 CLID OFFNET ECM BGDATA BGID OPTIONS LOCAL 5 CUSTGRP BESTAIR N 10 Y 0 0 SCAIGRP SCAIGNAM PASSWORD NETNODID BGID OPTIONS BESTLOGIN1 BESTPWD 50 LOCAL 5 LINKSET BESTAIRTOR1 ...

Page 42: ...rect press Enter If not edit the parameter and then press Enter 4 Continue to press Enter until the prompt appears before the incorrect parameter 5 Delete the incorrect parameter and enter the correct parameter 6 To save the changes type quit and then press Enter 7 Press Enter to exit the table Printing data in the tables You might want to refer to information configured in the server logon tables...

Page 43: ...type a name for the server in Symposium Call Center Server as it is known to the switch then press Enter The LINKSET name creates a logical pathway to the server on the EIU Result The LINKSEL prompt appears 4 Identify the connection type as TCP and press Enter Result The IP_ADDR prompt appears 5 The IP address entered must match the IP address of the server in Symposium Call Center Server on the E...

Page 44: ...le BGDATA 1 Edit the BGDATA table by typing table BGDATA and pressing Enter Result The prompt appears 2 Type add and press Enter Result The BGID prompt appears 3 Type the Business Group ID in the format LOCAL GRPNUM and press Enter Result The BGXLA prompt appears 4 Type and press Enter Result The OPTIONS prompt appears 5 Type CUSTGRP and press Enter Result The CUSTGRP prompt appears 6 Type the nam...

Page 45: ...pears 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 ...

Page 46: ...RP name Result The PASSWORD prompt appears For more information see Switch Password on page 85 4 Enter the password that Symposium Call Center Server uses to log on to the switch Result The NETNODID prompt appears 5 Enter the customer network ID that you defined in table CUSTNTWK Result The BGID prompt appears 6 Enter the business group ID that you defined in table BGDATA Result The OPTIONS prompt...

Page 47: ...rs in table SCAISSRV you must restart Symposium Call Center Server for the changes to take effect You cannot make any changes to the default services any service with a at the end You must build custom services to make the changes you require SUBSERV SPROFILE ACDEVENT11 ACDEVENT CALLQUED Y Y Y Y Y Y Y Y Y Y CALLOFFR Y Y Y Y Y Y Y Y Y Y Y CALLANSWR Y Y Y Y Y Y Y Y Y Y Y CALLREL Y Y Y Y Y AGTLGDIN Y...

Page 48: ...Y TRANPTY Y SCAICC08 SCAICC ANSWCALL RELSCALL Y HOLDCALL UNHOLDCALL CALLUNHELD Y SCAIMWTI07 SCAIMWTI MSGWAIT Y Y Y TPAC36 TPAC LOGINAGT Y Y N LOGOUTAGT Y READYAGT Y NREADYAGT Y N THIRDPTY TPAC ADDPTY Y Y Y DROPPTY Y Y MAKECALL YY TPCC09 TPCC ANSWCALL RELSCALL Y CONSULTEV Y CONFEVNT Y TRANSFEREV Y HOLDCALL UNHOLDCALL CALLUNHELD Y ADOPTY Y Y Y CONFPTY Y DROPPTY Y Y TRANPTY Y MAKECALL Y Y TPCC11 TPCC...

Page 49: ...n 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 3 Enter the linkset name from table SCAICOMS Result The utility prompts for the SRVCID 4 Enter the Service ID For m...

Page 50: ...FKEY Enter the linkset name and service ID PROFILE CTXEVENT10 to support secondary DN keys PROFILE ACDEVENT11 to support ICM PROFILE ROUTING35 PROFILE TPCC11 to allow Symposium Call Center Server to transfer calls PROFILE RESOURCE11 to support status messages PROFILE TPAC36 to support agent logon logoff make ready not ready walkaway codes PROFILE CALLINIT07 PROFILE SCAI3WC09 to allow monitoring of...

Page 51: ...ption 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 Result The OPTIONS prompt appears 3 You must add ECM to the last entry 4 Set the following option for use with Symposium Call Center Server 5 Type Y and press Enter 6 To exit from the table type qui...

Page 52: ...52 Symposium Call Center Server Configuring the switch Standard 1 0 ...

Page 53: ...nfiguring 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 ...

Page 54: ...re 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 anno...

Page 55: ...fice parameters Configuring the server To configure Symposium Call Center Server to acquire and monitor switch resources you must perform these tasks from the System window on the client Configure and acquire CDNs Configure and acquire phonesets Configure RAN and music routes Configure Dialed Number Identification Services DNISs that you want the server to monitor Configure agents and supervisors ...

Page 56: ...ecorded Announcement Machine 3 Configure announcements and music in table ANN 4 Associate announcements and music with trunk cards in table ANNMEMS 5 Record announcements with the DRAMREC utility 6 Define treatments in table AUDIO Note Table AUDIO defines audio routes available for broadcast for ACD groups If you use a GIVE RAN or a GIVE MUSIC command in a script you must include a parameter speci...

Page 57: ... options for groups 2 Do not configure the night service option for your ACD groups Note An agent can log on to any phoneset providing that he or she enters a valid logon ID However to ensure that the agent can use all of the key enabled features available the agent must log on to the phoneset that has been configured as his or her unique Position ID For reporting purposes an agent must log on to ...

Page 58: ...you for the PRIOPRO 8 Enter a valid value Result The utility prompts you for the DBG 9 Enter a valid value Result The utility prompts you for the MAXCQSIZ 10 Enter a value between 0 511 Note Nortel Networks recommends you use a number around 511 for CDNs For acdgroups you can use a number based on the number of agents and the hold time you want Result The utility prompts you for the MAXWAIT 11 Ent...

Page 59: ...a value of 60 seconds 20 The NETICM prompt appears NETICM must be defined for use with CCM010 SCAI12 and subsequent versions This causes the ACD to use the node ID defined on the switch rather than the business group ID defined in BGDATA to identify calls Result The utility prompts you to save the new ACD group 21 Type Y and press Enter 22 Repeat steps 2 through 21 for each ACD group of this type ...

Page 60: ...ustomer group of the ACD DN Result The utility prompts you for the ACDRNGTH 5 Enter a valid value Note The timer value configured on Symposium Call Center Server must be set to a value lower than the timer value configured on the switch 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 prompt...

Page 61: ...for a specific period of time You must select the Variable Wrap feature and define TIMER the length of the wrap period in seconds If TIMER is set to a value greater than 0 once an active call is released the agent is not available to receive any new calls for the length of time specified If TIMER is set to the value 0 once the active call is released the agent immediately becomes available to rece...

Page 62: ...alls in the CDN are handled by Symposium Call Center Server The existing ACDGRP fields such as ACD Ring Threshold Priority Promotion and Forced Night Service are not meaningful with an ACDGRP that has the CDN option You must ensure that the relevant ACD ring thresholds in the ACD group table are set to 0 When you set the ACD ring threshold to 0 the system is able to redirect calls that are not ans...

Page 63: ...N THROUTE any valid route for example OFRT 1 N NSROUTE any valid route for example OFRT 1 N PRIOPRO 0 N DBG N N MAXCQSIZ 0 511 CDN queue size Y MAXWAIT 0 N ACDMIS N Y MSQS N N DISTRING NONE N OBSWTONE N N FRCNGTSV N N ACDGRP Option Compatible with CDN Y N AUDIO N NARS N MAXCQLMT N ACDPSAP N Field name Brief descriptions default value for CDN ACDGRP Validity for a CDN ACDGRP ...

Page 64: ...o treatments that ACD groups use The routes defined for an ACD group in table ACDRTE are not applied for calls in the CDN 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 ACDGRP Option Compatible with CDN Y N ...

Page 65: ...e ACD group to which the ACD subgroup belongs in table ACDGRP see Configuring ACD groups on page 57 To configure ACD subgroups 1 Edit the ACDSGRP table by typing table ACDSGRP and pressing Enter Result The prompt appears 2 Type add and press Enter Result The ACDNAME prompt appears 3 Enter the name of the ACD group to which this subgroup belongs Result The utility prompts for the subgroup number 4 ...

Page 66: ...r 1 800 numbers Before you begin Before configuring DNs you must perform the following tasks Log on to the switch from a MAP terminal with a user ID that has the privilege levels required to change the DNROUTE table Define the ACD group to which the DNs belong in table ACDGRP see Configuring ACD groups on page 57 Define the area code SPA and exchange office code in table TOFCNAME see the Translati...

Page 67: ...DN to the group type PRIM and press Enter You must define all other DNs as SUPP Result The TRUNK prompt appears 10 Type 0 zero and press Enter Result The LINE prompt appears 11 Type 0 zero and press Enter Result The utility prompts you to save the new CDN 12 Type Y and press Enter 13 Repeat steps 2 through 12 for each CDN that you want to define 14 To exit from the table type quit and press Enter ...

Page 68: ...atching 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 For more information 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 Note If you intend t...

Page 69: ...ust log on to the phoneset that has been configured as his or her unique Position ID Note For reporting purposes an agent must log on to a phoneset configured as part of the ACD group to which the agent belongs The following table lists special considerations for agent phoneset keys when you are using Symposium Call Center Server 3 Way Conference A call is pegged as a conference when the agent pre...

Page 70: ...eady key in conjunction with an activity code to indicate the reason they are in Not Ready status Emergency Key To enable the emergency screen pop on the supervisor s workstation configure EMK for Position ID instead of DN When an agent presses the Emergency key Symposium Call Center Server uses the Position ID to identify the correct supervisor Dial Intercom Nortel Networks recommends that you do...

Page 71: ... phoneset Result The LCC_ACC prompt appears 4 Enter a valid value This is the value of the set type for example m2616 The result that appears after you enter this value varies depending on the type of set you are using Result The GROUP prompt appears 5 Type the name of the customer group to which you added the ECM in the CUSTNTWK table Result The SUBGRP prompt appears 6 Type the name of the custom...

Page 72: ...erence 3WC Line of Business key LOB Emergency key EMK Fast Transfer key FXR Notes If you use the EMK configure it for SuprPosID If you define a secondary DN the ECM option must be specified for the secondary DN key 13 Type Y and press Enter 14 Repeat steps 2 through 13 for each phoneset you want to define Configuring agent phonesets on the server After configuring agent phonesets on the switch you...

Page 73: ...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 ...

Page 74: ...s Log on to the switch from a MAP terminal with a user ID that has the privilege levels required to access the SERVORD utility Define the ACD group to which the supervisor phoneset belongs in table ACDGRP see Configuring ACD groups on page 57 Define the ACD subgroup to which the supervisor phoneset belongs in table ACDSGRP see Configuring ACD subgroups on page 65 To configure a supervisor phoneset...

Page 75: ...er Configuring supervisor phonesets on the server After configuring supervisor phonesets on the switch you must configure them on Symposium Call Center Server To do so 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 Notes 1 The supervisor phonesets configured on th...

Page 76: ... on to the phoneset that has been configured as his or her unique Position ID For reporting purposes an agent must log on to a phoneset configured as part of the ACD group to which the agent belongs Before you begin Before configuring a logon ID you must log on to the switch from a MAP terminal with a user ID that has the privilege levels required to change the ACDLOGIN table To configure an agent...

Page 77: ...ch the Release Guard feature is enabled Release Guard prevents calls from being presented to the agent for 1 second after an active call is released Result The FORCING prompt appears 8 Set FORCING to NONE Result The utility prompts you to save the new agent login ID 9 Type Y and press Enter 10 Repeat steps 2 through 9 for each agent login ID that you want to define 11 To exit from the table type q...

Page 78: ...78 Symposium Call Center Server Configuring the switch Standard 1 0 ...

Page 79: ... Guide 79 April 2004 Configuringtheswitch 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 ...

Page 80: ...nfigure 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 ...

Page 81: ...m 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 Note The following section shows the relationships between these fields and the tuples parameters and values in the DMS tables 2 Click the Adv...

Page 82: ...rd 1 0 Result The Switch configuration property sheet appears This property sheet contains additional information about the server configuration on the switch 3 Click Close to return to the Switch Resource property sheet 4 Click Close to return to the SMI window ...

Page 83: ...r Server configuration and tuples in the DMS tables Table of relationships The following table shows the DMS tuples that must match the fields on the Symposium Call Center Server Switch Configuration property page Symposium Call Center Server parameter DMS table Data Switch IP Address IPNETWRK CMIPADDR Network Node SCAIGRP NETNODEID Business Group SCAIGRP BGID Linkset Name SCAIGRP LINKSET Switch P...

Page 84: ...ifies a switch CO switch or PBX in a customer s network The customer assigns the network node ID to assure a uniqueness in network that might consist of public and private nodes must be a number between 0 32767 is keyed to the NETNODID field of the SCAIGRP table Symposium Call Center Server parameter Value Meaning Service ID 0 255 from table SCAIPROF Identifies the connection profile parameters fo...

Page 85: ...network rather than per switch Switch Password is a security feature that along with a valid user ID enables a user to log on to the switch The customer assigns passwords maintains a one to one relationship with the business group ID All Service IDs of a customer are under the same password is keyed to the PASSWORD field of the SCAIGRP table must be between 1 8 characters in length Service ID uniq...

Page 86: ...ion uniquely identifies the application level signaling version on a specific switch Note Symposium Call Center Server supports a minimum of CCM10 The switch releases must be able to support the intended SCAI version however a lower SCAI version can be run from a more recent version of software must be a number between 0 65535 CCM release SCAI version DMS release MLS release Succession rate CCM10 ...

Page 87: ...ver 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 ...

Page 88: ...figuration You must verify that the switch has been configured correctly This section explains the procedure you must follow to verify the following configurations Symposium Call Center Server can log on to the switch over the ICM link ACD groups and subgroups are correctly configured Agent phonesets are correctly configured Agents and supervisors are configured to log on CDNs are correctly config...

Page 89: ... of the server in Symposium Call Center Server For more information about the SNPINGCI utility refer to the DMS Utilities Guide 2 On Symposium Call Center Server open a DOS window and use the PING command to ping the switch IP address specified for parameter CMIPADDR in table IPNETWORK If the connection fails the link is incorrectly configured You must confirm that the configuration information en...

Page 90: ... 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 These resources display the status Acquire Failed in the CDNs Phonesets and Voice Ports windows on Symposium Call Center Server ...

Page 91: ...nd For more information about this command refer to the Translations Guide Ensure that the following conditions have been met for each ACD group to which ACD DNs phonesets and agents are assigned The AGTASSN option is enabled The Variable Wrap VARWRAP option is enabled When an agent releases a call the Variable Wrap feature prevents another call from being presented to the agent for a specific per...

Page 92: ... QLEN utility Verifying agent phoneset configurations To verify that 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 agent phoneset The phoneset type is MDC The phoneset is configured for position ID The phoneset has a Not R...

Page 93: ...onfigured 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 Only agent phonesets should have this key configured ...

Page 94: ...enter 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 2 Press the Make Set Busy MSB key 3 Press the Incalls key 4 Enter the agent s logon ID Result The Not Ready light goes on and the Make Set Busy indicator goes off On the Agent real time display window the agent appears with the value Not ...

Page 95: ...ets 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 4 Assign one agent to each skillset on the server For information on assigning skillsets to agents refer to the Administrator s Guide If you ar...

Page 96: ...UE 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 Result The CDN status changes to Acquire Pending and then to Acquired 2 Log on each agent to a phoneset 3 Make a call to each CDN Result The call i...

Page 97: ...AN routes 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 3 Define two music routes Ensure that the routes are correctly configured on both the switch and Symposium Call Center Server For information on defining music routes refer to the Administrator s Guide If yo...

Page 98: ...IT 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 ...

Page 99: ...gent 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 th...

Page 100: ...VE 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 ...

Page 101: ...Symposium and DMS MSL 100 Switch Guide 101 C h a p t e r 4 Troubleshooting In this chapter Overview 102 Subsystem link problems 103 Resource configuration problems 106 ...

Page 102: ...102 Symposium Call Center Server Troubleshooting Standard 1 0 Overview This section describes problems that can occur as well as possible causes and recommended solutions for these problems ...

Page 103: ...e correctly configured in table SCAIGRP Your customer group is configured with the ECM option in table CUSTNTWK The ELAN is correctly installed and configured To check the ELAN use the ping and tracert utilities on Symposium Call Center Server and the SNPINGCI utility on the switch For more information about the ping and tracert utilities refer to the Installation and Maintenance Guide For more in...

Page 104: ...ymposium Call Center Server or AGTASSN does not contain valid values Ensure that the following conditions are met The phoneset is configured with the Service Orders servord utility on the switch For information about the Service Orders utility see the SERVORD Reference Manual The phoneset is configured correctly on Symposium Call Center Server with the agent s position number For more information ...

Page 105: ... 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 2 connects to the switch with a service version higher than that supported by the application LinkPlexer 1 2 LP010202G002 enforces logon parameter validation ensuring that an...

Page 106: ... The server does not receive information from the switch on page 103 The server cannot acquire phonesets Ensure that the following conditions have been met The phoneset is configured with the servord utility on the switch The phoneset is configured correctly on Symposium Call Center Server You must enter the agent position number not the Line Equipment Number LEN on the secondary DN The configurat...

Page 107: ...r is configured correctly on Symposium Call Center Server The agent logon ID is a valid ID and matches the agent s ID in ACDLOGIN An agent is not attempting to log on to a supervisor phoneset or a supervisor is not attempting to log on to an agent phoneset Another agent has not already logged on with the same logon ID See also The server does not receive information from the switch on page 103 Sup...

Page 108: ...r 1 second after an active call is released Agents are not in Variable Wrap state after calls If agents go into Not Ready rather than Variable Wrap state after calls ensure that the following conditions have been met The VARWRAP option is configured for the ACD group to which the agents belong or for the individual agents The After Call Allow Variable Wrap option is set for the call presentation c...

Page 109: ...EXT in the ROUTECALL function The DN from which the call is being routed has been associated to the SCAI session Agent Real Time Display does not show Hold UnHold activity If the Agent Real Time Display RTD does not show Hold Unhold activity ensure that the following conditions have been met The SCAI service version used to connect to the switch is SCAI17 or later The DN that is putting the call o...

Page 110: ...110 Symposium Call Center Server Troubleshooting Standard 1 0 ...

Page 111: ...Symposium and DMS MSL 100 Switch Guide 111 A p p e n d i x A Preinstallation checklist In this appendix Preinstallation checklist 112 ...

Page 112: ...mpting to configure the switch for Symposium Call Center Server DMS Components Component Required Optional Description DMS 100 SL 100 DMS 500 Yes Centrex Switch LPP Frame LIM and LIS Yes Link Peripheral Processor Frame Link Interface Module and Link Interface Shelf This is where the EIU resides NTEX22BB Yes EIU Front Integrated Processor and F BUS NT9X84AA Yes Ethernet Interface Card NT9X85AA Yes ...

Page 113: ...M00001 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 EIU Datafill Yes Tables LIUINV IPNETWRK IPROUTER IPHOST and IPTHRON must be datafilled in the switch Component Required Optional Description Dedicated Ethernet WAN Network Yes Provides higher link reliability an...

Page 114: ...t 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 Cabling Yes Length as required ISDN NT 1 Adapter Yes Required if using a Quad BRI adapter on a Nortel Networks ASN router for ISDN BRI connectivity Component Required Optional Description CTI Server Yes Endpoint of ICM link Component Required Optional ...

Page 115: ...a member of the access class can perform within the system For example a member of the Administrator access class might be given a collection of Read Write access levels access level A level of access or permission given to a particular user for a particular application or function For example a user might be given View Only access to historical reports ACD call See Automatic call distribution cal...

Page 116: ...ovide a way of tracking the time agents spend on various types of incoming calls They are also known as Line of Business LOB codes For example the activity code 720 might be used to track sales calls Agents can then enter 720 on their phonesets during sales calls and this information can be generated in an Activity Code report administrator A user who is responsible for setting up and maintaining ...

Page 117: ...ation server The server on which the Symposium Web Client software is installed This server acts as the middle layer that communicates with Symposium Call Center Server and makes information available to the client PCs associated supervisor A supervisor who is available for an agent if the agent s reporting supervisor is unavailable See also reporting supervisor Automatic call distribution A means...

Page 118: ...that incoming calls not processed by Symposium Call Center Server will be queued to ACD groups and handled by available agents Automatic call distribution subgroup An entity defined on the switch to assign supervisory responsibilities Each subgroup has one supervisor phoneset and a number of agent phonesets associated with it Agents can log on to any phoneset within their ACD subgroup The supervis...

Page 119: ... that applies to a specific call A call variable follows the call through the system and is passed from one script to another with the call See also global variable script variable Calling Line Identification An optional service that identifies the telephone number of the caller This information can then be used to route the call to the appropriate agent or skillset The CLID can also be displayed ...

Page 120: ...ymposium Call Center Server When a call arrives at this number the switch notifies the application and waits for routing instructions which are performed by scripts in Symposium Call Center Server CTI Computer Telephony Integration Customer local area network The LAN to which your corporate services and resources connect The Symposium Call Center Server and client both connect to the CLAN Third pa...

Page 121: ...rver to identify the phone number dialed by the incoming caller An agent can receive calls from customers calling in on different DNISs and if the DNIS is displayed on the phoneset can prepare a response according to the DNIS directory number The number that identifies a phoneset on a switch The directory number DN can be a local extension local DN a public network telephone number or an automatic...

Page 122: ...ink library A library of executable functions or data that can be used by a Windows application Typically a DLL provides one or more particular functions and a program accesses the functions by creating either a static or dynamic link to the DLL Several applications can use a DLL at the same time E ELAN See embedded local area network embedded local area network A dedicated Ethernet TCP IP LAN tha...

Page 123: ...lues within scripts See also logical expression mathematical expression relational expression F first level threshold The value that represents the lowest value of the normal range for a statistic in a threshold class The system tracks how often the value for the statistic falls below this value G global settings Settings that apply to all skillsets that are configured on your system global variab...

Page 124: ...ier for a computer or device on a TCP IP network Networks use the TCP IP protocol to route messages based on the IP address of the destination The format of an IP address is a 32 bit numeric address written as four values separated by periods Each value can be 0 to 255 For example 1 160 10 240 could be an IP address intrinsic A word or phrase used in a script to gain access to system information a...

Page 125: ...contribute to the overall network MIB by identifying Nortel Networks Meridian Symposium Call Center Server nodes within the network identifying significant events SNMP traps such as alarms reporting specifying formats of alarms Master script The first script executed when a call arrives at the Symposium Call Center Server A default Master script is provided with Symposium Call Center Server but it...

Page 126: ...ght 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 A skillset goes into night mode automatically when the last agent logs off or the administrator can put it into night mode manually See also out of service mode transition mode NPA See Number Plan Area Number Plan Area Area code O object linking and em...

Page 127: ...lset A skillset that is not taking any new calls While a skillset is out of service incoming calls cannot be queued to the skillset See also skillset P pegging The action of incrementing statistical counters to track and report on system events pegging threshold A threshold used to define a cut off value for statistics such as short call and service level Pegging thresholds are used in reports PEP...

Page 128: ...ver primary ACD DN A directory number that callers can dial to reach an ACD group primary script A script that is executed or referenced by the Master script A primary script can route calls to skillsets or it can transfer routing control to a secondary script See also Master script script secondary script R RAN recorded announcement RAN route See recorded announcement route RAS See Remote Access ...

Page 129: ...dby server in real time reporting supervisor The supervisor who has primary responsibility for an agent When an agent presses the Emergency key on the phoneset the emergency call is presented to the agent s reporting supervisor See also associated supervisor RSM See Real time Statistics Multicast S sample script A script that is installed with the Symposium Call Center Server client Sample scripts...

Page 130: ...statistics for actions occurring during a secondary script See also Master script primary script script server A computer or device on a network that manages network resources Examples of servers include file servers print servers network servers and database servers Symposium Call Center Server is used to configure the operations of the call center See also client service A process that adheres t...

Page 131: ...ymposium Call Center Server that can be accessed using SMI skillset A group of capabilities or knowledge required to answer a specific type of call skillset intrinsic A script element that inserts information about a skillset in a script Skillset intrinsics return values such as skillsets integers and agent IDs These values are then used in queuing commands See also call intrinsic intrinsic time i...

Page 132: ...e that is configured on the switch For example a CDN is configured on the switch and then is used as a resource with Symposium Call Center Server See also acquired resource Symposium Agent An agent productivity tool that enables contact center agents to provide intelligent and personalized customer care Agents use a personal computer to access the agent telephony functions Symposium Call Center Se...

Page 133: ..._Script can be customized or deactivated by a user but cannot be deleted This script is the first script executed for every call arriving at the call center T TAPI See Telephony Application Program Interface TCP IP See Transmission Control Protocol Internet Protocol TDM See Time Division Multiplex telephony The science of translating sound into electrical signals transmitting them and then convert...

Page 134: ...ork is a type of computer network in which all the computers are arranged schematically in a circle traffic intrinsic An intrinsic that inserts information about system level traffic in a script See also call intrinsic intrinsic skillset intrinsic time intrinsic transition mode A skillset state in which the server presents already queued calls to a skillset New calls queued to the skillset are giv...

Page 135: ...s calculated within a script such as CLID Variables are defined in the Script Variable Properties sheet and can be used in multiple scripts to determine treatment and routing of calls entering Symposium Call Center Server See also call variable global variable W WAN See also Wide area network Wide area network A computer network that spans a relatively large geographical area Typically a WAN consi...

Page 136: ...136 Symposium Call Center Server Glossary Standard 1 0 ...

Page 137: ...15 CDNs configuring 66 configuring in controlled mode 62 configuring in default mode 62 configuring on server 68 verifying configuration 95 client components 16 components client 16 server 16 configuration checking for server 81 DNIS sample script 100 logon failure 90 music and RAN routes sample script 97 server 80 server and switch datafill 83 troubleshooting 106 verification overview 88 verifyin...

Page 138: ...r phonesets keys 74 supervisor phonesets on the server 75 supplementary DN 67 switch 35 switch resources 54 controlled mode configuring CDNs 62 CUSTNTWK configuring 51 D default mode configuring CDNs 62 Digitally Recorded Announcement Machine 24 DMS password ICM security 39 logon parameters 85 DN supplementary 67 DNISs configuring on server 68 verifying configuration 99 verifying configuration sam...

Page 139: ...configuring for supervisor on the server 75 server cannot acquire 104 troubleshooting 104 106 verifying agent configuration 92 verifying configuration 92 verifying supervisor configuration 93 predefined values server configuration 84 R RAN route configuring 56 remote host IP address ICM security 39 S sample script DNIS 100 music and RAN routes 97 SCAI support 12 SCAICOMS configuring 43 updating ta...

Page 140: ...e data entering and editing 42 printing 42 Third Party Core 3PC 15 troubleshooting agent Variable Wrap state 108 agents or supervisors unable to log on 107 calls not presented to agents 108 client logon 103 overview 102 phoneset dial tone 104 resource configuration 106 server cannot acquire CDNs 106 server cannot acquire phonesets 106 server not monitoring activity on secondary DN 106 server not r...

Page 141: ..._________________________________ _______________________________________________________________________________ 5 What information if any was missing from this book _______________________________________________________________________________ _______________________________________________________________________________ _________________________________________________________________________...

Page 142: ...Reader Response Form Reader Response Form ...

Page 143: ......

Page 144: ...aging between the Meridian 1 and Symposium Call Center Server is proprietary to Nortel Networks Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immedi...

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