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Installing the Agent Greeting Card Page 53 of 84

Agent Greeting Card Installation Guide

Card Location

After making a Client Card into a Server Card, when the
card boots up as a Server, it’s location field on the BUI
contains the location of the old Server Card. This can be
manually updated in the modify group page.

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Summary of Contents for Agent Greeting NTVQ09BA

Page 1: ...CENELEC Product Emission Standard EN 55 022 1994 CISPR22 when installed as instructed in a Meridian 1 system These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instruction manual can...

Page 2: ...Page 2 of 84 ...

Page 3: ...01 Draft 2 0 4 is released further comments from GCCS April 2 2001 Draft 2 0 3 is released including comments from GCCS addition of Telephony User Interface introduction section to explain relationhip between Telephony menus March 22 2001 Draft 2 0 2 is released including comments from David Trammell addition of engineering rules section February 8 2001 Draft 2 0 1 is released with additional note...

Page 4: ...Page 4 of 84 Publication history NTPH13AA_Install 3 02 September 2006 ...

Page 5: ...A 26 Large System Cabling 29 Assigning the Internet Protocol address 32 DHCP IP Address Assignment 32 Static IP Address Assignment 32 Changing the username and password for command line access 35 Switch configuration for Agent Greeting ports 36 Adding Agent Greeting service to agent sets 39 Accessing the Administrator Browser user interface 40 Installing the keycode 40 Creation of supervisors 42 C...

Page 6: ...lash Memory 64 Executing a backup or restore 64 Agent Greeting Hardware Installation 66 Hardware Installation types 67 Introducing a Media Card NTVQ09BA to a VPS NTVQ09AB Multicard Group 67 VPS NTVQ09AB to Media Card NTVQ09BA replacement in a VPS NTVQ09AB Multicard Group 71 Adding a Card to a Mixed Card Multicard Group 75 Replacing a Card in a Mixed Card Multicard Group 76 Replacing a Card in a Co...

Page 7: ...Card NTVQ09BA Layout 24 Figure 3 Media Card Agent Greeting Card Adapter L Adapter 28 Figure 4 NT8D37EC shelf cabling 30 Figure 5 NT8D37DC shelf cabling 31 Figure 6TUI Main Menu 59 Figure 7 TUI Agent menu 60 Figure 8 TUI Password Change Menu 61 Figure 9 TUI Time of Day Greeting Menu 62 Figure 10 TUI Supervisor Menu 63 Figure 11 Static discharge points 82 ...

Page 8: ...Page 8 of 84 List of figures NTPH13AA_Install 3 02 September 2006 ...

Page 9: ...le 7 LD 15 Agent Greeting port configuration 37 Table 8 LD 32 Agent Greeting port enable 38 Table 9 Browser User Interface Administrator logon frame 41 Table 10 Pack Modify Remove Browser frame 42 Table 11 Create Supervisor Browser frame 43 Table 12 Create Skillset Browser frame 44 Table 13 Assign Supervisor to Skillset Browser frame 45 Table 14 Browser User Interface Supervisor logon frame 46 Tab...

Page 10: ...Page 10 of 84 NTPH13AA_Install 3 02 September 2006 ...

Page 11: ... Agent Greeting compact flash card placed in the Media Card has an NT number of NTVQ09BA and it is this number that is used throughout this document to refer to Media Card Agent Greeting For new orders of the Agent Greeting product Media Card NTVQ09BA will be issued rather than VPS NTVQ09AB However the Agent Greeting Functionality is identical on both platforms Nortel Networks Agent Greeting Norte...

Page 12: ...t this guide NTPH13AA_Install 3 02 September 2006 Also both platforms are interoperable in an Agent Greeting Multicard Group i e VPS NTVQ09AB and Media Card NTVQ09BA can be used together in the same Agent Greeting group ...

Page 13: ...these ports are usable for the Agent Greeting Application as each Meridian Digital set must have an associated Digital Signal Processor DSP port The VPS Agent Greeting Card NTVQ09AB has an on board DSP which provides eight ports for greeting playback and recording extra DSP capacity can be added to provide up to 24 ports The Media Card Agent Greeting Card NTVQ09BA comes with twenty four DSP ports ...

Page 14: ...01 also introduced the capability to configure TOD greeting interval times and to configure the location of TOD greeting playback i e whether the TOD greeting is played before or after the default skillset greeting Installation overview table Table 2 covers the range of systems which support the Agent Greeting feature and outlines the various additional equipment required when installing the Agent...

Page 15: ...VQ09AB 1 NTAG81CA Maintenance Cable 1 NT8D81AA Backplane to I O Panel Cable Older option 51 to 81C only See Engineering Considerations for Agent Greeting Cards on page 21 1 NTMF94BA RJ45 Octopus Cable 1 Category 5 10 Base T Ethernet standard Media Card Agent Greeting NTVQ09BA 1 NTAG81CA Maintenance Cable 1 50 pin I O connector A0852632 1 NTVQ83 ITG EMC Shielding kit 1 Category 5 10 Base T Ethernet...

Page 16: ...nference card NTDK84 Package Information Package 152 Flexible Services Port PEP Information For M1 system running X11 R25 15 the following PEP must be applied MPLR13091 MPLR13092 MPLR15867 MPLR15678 MPLR13476 For M1 system running X11 R25 30 the following PEP must be applied MPLR15867 MPLR15678 MPLR13476 To interoperate with Agent Observe Functionality the following PEP must be applied MPLR17930 B...

Page 17: ...r to Engineering considerations for Agent Greeting cards on page 25 for guidelines on slot selection 4 Unpack and inspect the circuit card See Precautions for handling circuit cards on page 81 for guidelines on handling 5 Install the 48 64 MB Type II PC Card flash memory card into the Agent Greeting slot labeled A The PC Card may first have to be assembled from a Compact Flash module and a PC Card...

Page 18: ... Greeting service once the card is operational See Adding Agent Greeting service to agent sets on page 39 14 If grouping multiple Agent Greeting cards Browser configuration is only performed on the Server card See Configuring Agent Greeting multicard on page 49 to add an additional card 15 Log on to the Browser User Interface as the Administrator See Accessing the Administrator Browser user interf...

Page 19: ...ult and skillset specific greetings 24 Agent Greeting card installation is complete Upgrade and maintenance information See Agent Greeting Card Test and Debug Capabilities and Agent Greeting Loadware Upgrades in the Maintenance and Troubleshooting Guide for information on Maintenance port access and upgrade information respectively ...

Page 20: ...eting Card NTVQ09BA Using PC Cards and DSP cards with VPS Agent Greeting Card NTVQ09AB The VPS Agent Greeting Card NTVQ09AB has 8 ports of DSP capacity on the motherboard by default Optionally two Nortel Networks NTFG95 DSP PC cards may be added to increase the DSP port capacity in increments of 8 ports to a total of 24 ports For the VPS Agent Greeting card NTVQ09AB the DSP cards are installed in ...

Page 21: ...ch card must have the same disk configuration If a second flash card is needed it must be installed in all Agent Greeting cards at the same time If using the Media Card Agent Greeting Card NTVQ09BA in a group with the VPS Agent Greeting Card NTVQ09AB the second flash card cannot be utilised in the VPS Agent Greeting card NTVQ09AB as there is no matching second card slot in the Media Card NTVQ09BA ...

Page 22: ... Agent Greeting Card NTPH13AA_Install 3 02 September 2006 Table 4 TN to DSP Mapping for VPS Agent Greeting Cards NTVQ09AB DSP TNs available On board Always Available 0 7 Card 1 Faceplate Slot D1 8 15 Card 2 Faceplate Slot D2 16 23 ...

Page 23: ...ent PC Card Type III NTRH01AA C52 DSP Module C52 DSP Module RL S xx Meridian 1 Meridian 1 PC Card Type III NTRH01AA C52 DSP Module C52 DSP Module RLS xx Meridian 1 Meridian 1 PC Card Type II FLASH FLASH 40 MByte Memory Card 48 MByte Memory Card D2 D1 A Greeti PC Card Typ e III PC Card Type II FLASH FLASH 40 MByte Memory Card 48 MByte Memory Card D2 D1 A B ...

Page 24: ...Page 24 of 84 Installing the Agent Greeting Card NTPH13AA_Install 3 02 September 2006 Figure 2 Media Card NTVQ09BA Layout ...

Page 25: ...ce resources within it s own group first This is done to minimise inter group traffic which can cause blocking Taking into account the above requirements it is recommended to note the following guidelines when installing Agent Greeting Never configure more than two Agent Greeting cards on one IPE shelf Place any conference resources added to facilitate Agent Greeting in the same switch group as th...

Page 26: ...terfaces on the VPS Agent Greeting Card NTVQ09AB The NTMF94BA cable breaks the backplane signals out into an Ethernet port 10 Base T and a serial RS 232 port This is the same RS 232 port that is presented to the faceplate Mini DIN connector The Ethernet port on the NTMF94BA has a single female RJ45 connection so that a standard 10 Base T Ethernet cable can be used to connect it to the LAN hub Cabl...

Page 27: ...bling on page 29 for details on cabling the Media Card NTVQ09BA in a large system Agent Greeting Adapter for Nortel Networks Server Subnet L Adapter The adapter see Figure 3 breaks out the signals from the I O connector on small and large systems to the following Nortel Network Server Subnet Ethernet Port One RS232 port Note The Nortel Networks Server Subnet formerly known as C LAN network interfa...

Page 28: ...retain the ferrite in the correct position This applies to small and large systems RS232 maintenance port The RS232 maintenance port provides access to the Media Card Agent Greeting NTVQ09BA command prompt for monitoring and maintenance purposes such as upgrades and debugging This port is available at the 9 pin connector on the Media Card Adapter CLAN and also at the mini DIN socket on the facepla...

Page 29: ... data bits 1 stop bit no parity and no flow control 2 Ensure that a Hayes compatible modem is used From the command line type the following AT return 3 When the OK prompt appears enter the required settings from the figure below 4 Connect the modem to the Media Card NTVQ09BA using the 9 pin connector on the Media Card Adapter L adapter Large System Cabling Note This section Large System Cabling ap...

Page 30: ...er slot an NT8D81AA Backplane to I O Panel cable must be installed to connect all the required signals to the I O panel See Figure 4 and Figure 5 for cabling the Agent Greeting card The NTMF94BA cable is secured to the I O panel using a screw and a cable tie Figure 4 NT8D37EC shelf cabling On the NT8D37EC shelf see Figure 4 the backplane connectors L1 L2 and L3 from each card slot cable to an I O ...

Page 31: ... 0 4 8 and 12 are cabled to I O connectors A E K and R The remaining card slots have only backplane connectors L1 and L2 cabled to the I O connectors With the NT8D37DC shelf an Agent Greeting card only works in card slots 0 4 8 and 12 unless you install cable NT8D81AA I OPanel N T8D81AA N TM F94BA 1 2 3 1 1 1 2 2 2 3 3 3 I OPanel T oM D F 9 w ayR S 232D ty pe P 3LAN P 2D EB U G P 1 Et hern et R J4...

Page 32: ...ng configuration parameters The client can receive offers from multiple DHCP servers The client must then select a server by broadcasting a request message containing the server identifier The server then acknowledges the reply and assigns the configuration to the client The client can now use the assigned configuration The DHCP server should assign a reserved address to the Agent Greeting card to...

Page 33: ...Address Escape character is VxWorks login vpsdseuser Password lnIsa_progSubnetMask AAA BBB CCC DDD lnIsa_progIP DDD CCC BBB AAA lnIsa_progGW WWW XXX YYY ZZZ lnIsaIPMethodSet 2 Caution Assigning an IP address requires great care to ensure that you have a unique IP address the correct subnet mask and the correct gateway address An incorrect IP address or Subnet Mask can bring down the entire LAN to ...

Page 34: ...t be an IP address in the local subnet of the IP address previously assigned to the card using lnIsa_progIP If a gateway address is not configured it will not be possible to access the Agent Greeting card from outside the local subnet To return to DHCP IP address assignment execute the following command on the Serial Maintenance port lnIsaIPMethodSet 1 Caution The Subnet Mask assigned will determi...

Page 35: ...r new username username2 Enter new password password2 Enter new password again to confirm password2 value 0 If a non zero value is returned the password and username have not been changed Changing the Static IP address The static IP address information can be changed at any time by repeating the above procedure The change takes place immediately Any existing IP based sessions will be lost e g BUI ...

Page 36: ...required for each 30 ports although it is probably easier to assign a new MADN for each Agent Greeting card in a multicard group All unassigned DNs may be listed via LD 20 REQ PRT TYPE LUDN 2 Configure the Agent Greeting Ports as type M2616 in LD 11 as described below 3 Assign the MADN to the FXSDN group in LD 15 4 Enable the Agent Greeting cards in LD 32 5 Enable the Agent Greeting Class of Servi...

Page 37: ...n FXS NO is entered the Agent Greeting feature is disabled Only one of the Multiple Appearance DNs need to be given to agents as their TUI DN The FXSDN service handles spreading the TUI calls across all the virtual Agent Greeting sets in the FXSDN MADN list Table 7 LD 15 Agent Greeting port configuration CLS UNR FXSP FLXA VCE WTA Class of service entries are separated by a space Unrestricted acces...

Page 38: ... disable unused Agent Greeting ports in a switch Otherwise agent calls get routed to unprovisioned ports and no greeting is played For example i Ensure all Agent Greying ports are disabled in a switch slot if there is no Agent Greeting Card installed ii Never enable more ports on an Agent Greeting card than the Keycode or DSP infrastructure allow whichever is the lower Note The VPS base card DSP c...

Page 39: ...reeting ports being left in an indeterminate state as no indication that the port has been moved or outed is received by the Agent Greeting card Adding Agent Greeting service to agent sets LD 11 The agent set must be configured to use Agent Greeting functionality This is done by adding the AGRA Class of Service to the set LD 11 Configuring agent sets with the Agent Greeting feature Prompt Response...

Page 40: ...entering this password the user is presented with a Browser User Interface as seen in Table 9 on page 41 Installing the keycode The keycode is installed by navigating the browser tree on the left side of the Browser User Interface to the Pack Administration Modify Remove page as seen in Table 10 on page 42 The keycode string is entered in the Keycode fields provided Once Modify is clicked the Card...

Page 41: ...Installing the Agent Greeting Card Page 41 of 84 Agent Greeting Card Installation Guide Table 9 Browser User Interface Administrator logon frame ...

Page 42: ...ose Supervisor Create from the Navigation Tree Enter the supervisor s information and then click Add to add each supervisor to the database Note that the administrator can retrieve BUI and TUI passwords for supervisors or TUI password for agents by clicking on appropriate link on the Supervisor View All BUI screen This allows for situations where supervisors or agents have forgotten their password...

Page 43: ...Installing the Agent Greeting Card Page 43 of 84 Agent Greeting Card Installation Guide Table 11 Create Supervisor Browser frame ...

Page 44: ...Symposium The skillset name entered must exactly match the first word that will be presented in the agent s display This first word must be unique If the skillset name contains more than one word then either the first word must be unique or the multiple words must be bridged together using underscores in both Symposium and the Agent Greeting skillset entries Please note the restriction on skillset...

Page 45: ...visors to skillsets Skillsets must be assigned to supervisors to allow supervisors to assign agents to the skillset Only then can agents record skillset specific greetings This can be done by choosing Supervisor Assign Skillset from the Navigation Tree Table 13 Assign Supervisor to Skillset Browser frame ...

Page 46: ...Page 46 of 84 Installing the Agent Greeting Card NTPH13AA_Install 3 02 September 2006 Table 14 Browser User Interface Supervisor logon frame ...

Page 47: ...tles Once a skillset is created the supervisor to whom it is assigned must record a skillset title for that skillset This is done by the supervisor logging on to the Telephony User Interface TUI and accessing the Skillset Title Menu for each skillset where he or she can record the skillset title The skillset title is used in the TUI to identify a particular skillset when an agent is navigating thr...

Page 48: ...Page 48 of 84 Installing the Agent Greeting Card NTPH13AA_Install 3 02 September 2006 Table 15 Create Agent Browser frame ...

Page 49: ...ximum of 24 ports Multiple Agent Greeting cards can be grouped together to increase the number of ports available to an FXS DN 1 Configure all Agent Greeting cards to be grouped together with a MADN which is then configured as one of the ten possible FXS DNs The procedure for each card is covered in Installing the Agent Greeting card on page 17 2 The first card to be configured using the Browser b...

Page 50: ...rds individually Instead add client cards to the Multicard group using the Browser on the server 4 Use the Modify Group frame to add unassigned cards to the group by clicking Acquire The server then connects to the Unassigned card converts it to a client card and reboots it The client card takes a few minutes to reboot ...

Page 51: ...ayed a brief tone will be played instead 6 Once the client has rebooted it becomes part of the group All cards in the group share the same Agent Greeting FXS DN and can service any call on any port Updated agent prompts are automatically shared by all cards 7 You can remove client cards from the group by clicking Release 8 Agent Greeting cards are uniquely identified by their dongle ID This allows...

Page 52: ...moved from the server card On reboot the client card will become the server card There is no need to do a Restore to the server card as the client already has all the greetings and agent information that the old server had In fact it is likely to be even more up to date than the backup database as all changes are propagated to the client cards in real time Mixed VPS NTVQ09AB and Media Card NTVQ09B...

Page 53: ...Greeting Card Installation Guide Card Location After making a Client Card into a Server Card when the card boots up as a Server it s location field on the BUI contains the location of the old Server Card This can be manually updated in the modify group page ...

Page 54: ...be recorded by supervisors when a skillset has been assigned to them The skillset tag is the name used in the Telephony User Interface for a skillset when agents are navigating through their greetings If skillset tags are not recorded then skillsets are identified by the skillset number they were assigned when created in the BUI This is not very intuitive therefore it is strongly recommended that ...

Page 55: ...e interval start times for the TOD greetings go to the Preferences Page in the BUI see Table 16 on page 56 The Agent Greeting Card date and time is synchronised to the Meridian CPU date and time Therefore the TOD greeting played is dictated by the local time on the Switch Time Of Day Intervals The following rules apply to the setting of Time of Day Greeting intervals in the BUI 1 Time Of Day Inter...

Page 56: ...istrator can disable this warning tone by deselecting the play no greeting warning tone on the BUI preferences menu If an agent is identified by the Agent Greeting Card from the agent information presented at call setup but no skillset specific greeting is found or if the skillset specific information does not match a recording this may be because skillsets are not supported as in an ACD or MAX en...

Page 57: ...tel Networks website to a PC installed with an FTP client 2 Unzip the prompt set into a folder on the PC named with the language of the prompts for example for German call the folder DEUTSCH 3 In Meridian Overlay 32 disable the Agent Greeting card to be updated using the DISC command 4 Use the FTP Client on the PC to open an FTP Session to the IP address or assigned DNS name of the agent Greeting ...

Page 58: ...to the Agent Greeting card 8 In Meridian Overlay 32 enable the Agent Greeting card to be updated using the ENLC command 9 The new prompt set is now installed and can be seen in the drop down language menus in the BUI Preferences frame seeTable 16 10 Set the BUI Language preferences and the TUI Prompt Directory to the preferred language option 11 The next BUI access is in the chosen language and su...

Page 59: ...ase try again No Yes Logon access can be disabled because of temporary lock out due to three invalid logon Welcome to Agent Greeting Collect digits until entered Password Collect digits until entered If a TIMEOUT Please enter your Agent ID followed by If a TIMEOUT VPS AG ANSWERS Agent Supervisor Agent ID Your call will be disconnected in 10 seconds Disconnect Please enter your Password followed by...

Page 60: ... to your current greeting press 2 To delete the current greeting press 76 CASE 1 CASE 2 CASE 76 Playback Complete Greeting Deleted Back to Main Menu To return to the previous menu press CASE For password change press 8 CASE 8 PPSWRD MENU PREVIOUS Greeting Review Menu Main Menu play skillset title PLAYBACK Greeting OR skillset number RECORD Greeting Recording Complete CASE 1 P TIME OF DAY NEXT CASE...

Page 61: ...d followed by COLLECT DIGITS Please enter your new password followed by COLLECT DIGITS Please re enter new password followed by Your password has been changed Back to Main Menu Your password must be between 4 and 8 digits and cannot be trivial COLLECT DIGITS You have incorrectly entered your old password Password Correct Your password has NOT been changed Validate Password FAIL OK NO YES ...

Page 62: ... 2 to review your afternoon greeting Morning Greeting CASE 1 CASE 2 CASE 3 Afternoon Greeting Evening Greeting To record a new greeting press 1 To listen to your current greeting press 2 To delete the greeting press 76 To returnto the previous menu press Press 3 to review your evening greeting To return to the previous menu press CASE CASE 1 CASE 2 CASE 76 RECORD PLAYBACK DELETE Back to Morning Gr...

Page 63: ...revious skillset press 4 CASE 3 Other cases as per Skillset title menu CASE CASE 1 Recording Complete CASE 76 Skillset title deleted To record a new skillset title press 1 To listen to the skillset title press 2 To delete the skillset title press 76 To return to the main menu press CASE 2 RECORD until or timeout PLAYBACK Agent Menu Back to Main Menu Main Menu play skillset title Playback Complete ...

Page 64: ...s supervisors and skillset assignments It also contains various preference options language etc and the TUI prompt segments Most importantly it contains all the agent s own recorded greetings Therefore it is recommended that a regular backup regime is put in place Executing a backup or restore Backup and Restore can be executed from the Administrator BUI via the Administration Database Backup Rest...

Page 65: ...out Warning A restore can take a long time for large numbers of agents with multiple skillset greetings per agent A disk with greater than 40MBs of greetings plus agent information can take up to 2 hours to rebuild Restore in a Multi card setup In a Multi card setup all cards contain all greetings and agent information on their respective hard disks Therefore in the event of a card or disk failure...

Page 66: ...ommon Card Agent Greeting Groups are groups where all cards are of the same type For example 1 An all VPS Agent Greeting NTVQ09AB group 2 An all Media Card Agent Greeting NTVQ09BA group Agent Greeting Multicard Group Setup If Agent Greeting on Media Card NTVQ09BA is to be used in a multicard group the Server Card MUST be a Media Card NTVQ09BA So if adding a Media Card NTVQ09BA to an existing commo...

Page 67: ...ent Greeting card to a Mixed card Multicard group see Adding a Card to a Mixed Card Multicard Group on page 75 If replacing a card in a Mixed card Multicard group see Replacing a Card in a Mixed Card Multicard Group on page 76 If replacing a card in a Common card Multicard group see Replacing a Card in a Common Card Multicard Group on page 77 Introducing a Media Card NTVQ09BA to a VPS NTVQ09AB Mul...

Page 68: ...it an IP address and reboot the Media Card NTVQ09BA See Assigning the Internet Protocol address on page 32 STEP8 The Media Card NTVQ09BA should boot up as the server card and any other client cards in the group should connect to it STEP9 Insert a new dongle into the socket of the removed VPS card NTVQ09AB STEP10 Insert a new PC Card PCMCIA into the A drive on the removed VPS card NTVQ09AB STEP11 F...

Page 69: ...l client cards will reboot as unassigned cards STEP2 From the Browser User Interface BUI on the VPS server card NTVQ09AB Perform a PC Card Backup See PC Card Flash Memory Backup and Restore on page 64 STEP3 Remove the All VPS Agent Greeting Cards NTVQ09AB from the switch STEP4 Remove the dongle from the socket on the VPS Server card NTVQ09AB Caution Agent Greeting on Media Card NTVQ09BA only uses ...

Page 70: ...lot in the switch used the old VPS server card NTVQ09AB STEP10 Re insert all previous client cards back into their original slots STEP11 The Media Card NTVQ09BA should boot up as an unassigned card All the previous client cards should also boot up as unassigned cards STEP12 Assign an IP address to the Media Card NTVQ09BA and reboot the Media Card NTVQ09BA See Assigning the Internet Protocol addres...

Page 71: ...ssigned card STEP20 From the Browser User Interface BUI of the new Media Card Server Card NTVQ09BA assign the VPS card NTVQ09AB as a client The VPS card NTVQ09AB should reboot and boot up as a client to the new Media Card Server Card NTVQ09BA STEP21 Installation Complete VPS NTVQ09AB to Media Card NTVQ09BA replacement in a VPS NTVQ09AB Multicard Group As with adding a Media Card NTVQ09BA when repl...

Page 72: ...TEP6 Insert the Media Card NTVQ09BA into the IPE slot in the switch used by the old VPS server card NTVQ09AB STEP7 When the Media Card NTVQ09BA has booted up assign it an IP address and reboot the Media Card NTVQ09BA See Assigning the Internet Protocol address on page 32 STEP8 The Media Card NTVQ09BA should boot up as the server card and any other client cards in the group should connect to it If ...

Page 73: ...Card NTVQ09AB into the IPE slot in the switch vacated by the VPS NTVQ09AB card to be replaced STEP15 This VPS NTVQ09AB card should now boot up as a client to the new Media Card Server Card NTVQ09BA STEP16 Replacement Complete Dual PC Card Configuration Caution Agent Greeting on Media Card NTVQ09BA only uses Single PC Card configuration Therefore in the case of an existing VPS NTVQ09AB Multicard Gr...

Page 74: ... PC Cards from all the previous VPS client cards NTVQ09AB with a single card in the A drive As with the PC card used by the Media Card NTVQ09BA the new PC card must be at least equal to the combined size of the 2 PC cards previously used by the VPS Server Card NTVQ09AB STEP7 Change the backplane cabling on the switch slot used by the old VPS server card NTVQ09AB to the L Adaptor used by the Media ...

Page 75: ...p and Restore on page 64 The restore process on the Media Card NTVQ09BA will restore data previously stored on both PC cards onto a single card in the A drive Reboot the Media Card NTVQ09BA STEP17 The Media Card NTVQ09BA should boot up as a Server card STEP18 From the Browser User Interface BUI on the Media Card NTVQ09BA Server assign all unassigned VPS cards NTVQ09AB These cards should reboot and...

Page 76: ...nsert the dongle into the socket of the new card STEP5 Insert the PC Card into the A drive on the new card STEP6 If switching from one hardware platform to another i e VPS NTVQ09AB to Media Card NTVQ09BA change the backplane cabling on the switch slot used by the removed card as required See Installing the Agent Greeting Card on page 13 STEP7 Insert the new card to switch slot vacated by the remov...

Page 77: ...rd See Installing the Agent Greeting Card on page 13 STEP2 From the Browser User Interface BUI of the Server Card assign the new Agent Greeting card as a client The card should reboot and boot up as a client to the Server Card STEP3 Installation Complete Replacing a Card in a Common Card Multicard Group In the case of a common card multicard group all cards will have the same hardware platform The...

Page 78: ... removed card STEP7 When the new card has booted up assign it an IP address and reboot it See Assigning the Internet Protocol address on page 32 STEP8 If the replaced card was a server card it should boot up and all client cards will be connected to it Otherwise the card should boot up as a client to the Server Card STEP9 Installation Complete ...

Page 79: ...ed on 48MB 64MB and 128MB of available memory Note that this table give the total number of greetings rather that the number of agents so for example an agent assigned to 3 skillsets will generate 4 greetings one default greeting and 3 skillset greetings Table 19 Greeting Storage Limits AG rel 2 0 AG rel 2 0 4 AG rel 2 0 5 above Max number of Agents 1200 2000 2000 Max number of Supervisors 300 300...

Page 80: ...d on the BUI information screen the free memory available on that card is highlighted in red Skillset Name Length Limits There is a restriction on the size of skillset names allowed in Agent Greeting Skillset names cannot be greater than 16 characters long This length is less than the maximum size of skillset names allowed in Symposium SCCS CCMS Thus if the skillsets names used in SCCS CCMS are gr...

Page 81: ...e cards away from electric motors transformers or similar machinery Handle cards by the edges only Do not touch the contacts or components Set cards on a protective antistatic bag If an antistatic bag is not available hand hold the card or set it in a card cage unseated from the connectors Upgrade and maintenance information Risk of equipment damage Module covers are not hinged when removing do no...

Page 82: ...a Figure 11 Static discharge points Complete the following tasks during repair and maintenance procedures Turn off the circuit breaker or switch for a module power supply before the power supply is removed or inserted Software disable cards if applicable before they are removed or inserted Hardware disable cards whenever there is an enable disable switch before they are removed or inserted Wrist s...

Page 83: ...Precautions for handling circuit cards Page 83 of 84 Agent Greeting Card Installation Guide Return defective or heavily contaminated cards to a repair center Do not try to repair or clean them ...

Page 84: ...Page 84 of 84 Precautions for handling circuit cards NTPH13AA_Install 3 02 September 2006 ...

Page 85: ......

Page 86: ...ion Standard EN 55 022 1994 CISPR22 when installed as instructed in a Meridian 1 system These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instruction manual can cause harmful interf...

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