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Nortel Observe, User Manual

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Nortel Proprietary

Table of Contents

1 GETTING STARTED.....................................................................................................................9

1.1 O

VERVIEW

..................................................................................................................................... 9

1.2 W

HO

 

SHOULD

 

READ

 

THIS

 

GUIDE

.........................................................................................................9

1.3 A

BOUT

 N

ORTEL

 R

EMOTE

 A

GENT

 O

BSERVE

........................................................................................ 9

1.4 SCCS 

VERSIONS

 

PREVIOUS

 

TO

 

VERSION

 4.2........................................................................................9

2 INSTALLING THE NORTEL REMOTE AGENT OBSERVE CARD.................................. 11

2.1 I

NSTALLATION

 O

VERVIEW

 ............................................................................................................. 11

2.2 S

WITCH

 C

APACITY

 R

ULES

.............................................................................................................. 12

2.3 I

NSTALLING

 

THE

 N

ORTEL

 R

EMOTE

 A

GENT

 O

BSERVE

 C

ARD

.................................................................13

3 CONFIGURATION OF NORTEL REMOTE AGENT OBSERVE CARD........................... 16

3.1 C

ABLING

 

THE

 N

ORTEL

 R

EMOTE

 A

GENT

 O

BSERVE

 C

ARD

.................................................................... 16

3.2 N

ETWORK

 S

ETTINGS

......................................................................................................................21

3.3 A

SSIGNING

 

THE

 I

NTERNET

 P

ROTOCOL

 (IP) A

DDRESS

..........................................................................23

3.4 C

HANGING

 

THE

 

USERNAME

 

AND

 

PASSWORD

 

FOR

 

COMMAND

 

LINE

 

ACCESS

................................................ 26

3.5 S

WITCH

 C

ONFIGURATION

 

FOR

 N

ORTEL

 R

EMOTE

 A

GENT

 O

BSERVE

....................................................... 27

3.6 FTP C

ONFIGURATION

....................................................................................................................35

4 PREPARING THE SYMPOSIUM CALL CENTRE SERVER............................................... 36

4.1 O

VERVIEW

................................................................................................................................... 36

4.2 M

ODIFYING

 R

EAL

-

TIME

 S

TATISTICS

 M

ULTICAST

 

SETTINGS

.................................................................. 37

4.3 T

ESTING

 

THE

 R

EAL

-

TIME

 S

TATISTICS

 M

ULTICAST

 

SERVICE

..................................................................43

5 USING THE BROWSER USER INTERFACE ........................................................................ 45

5.1 B

ROWSER

 U

SER

 I

NTERFACE

 A

CCESS

 G

UIDELINES

.............................................................................. 45

5.2 A

CCESSING

 

THE

 BUI.....................................................................................................................46

5.3 C

ONFIGURING

 

THE

 C

ARD

................................................................................................................48

5.4 C

REATION

 

OF

 O

BSERVER

 A

CCOUNTS

................................................................................................52

5.5 M

ODIFICATION

 

OF

 O

BSERVER

 A

CCOUNTS

......................................................................................... 55

5.6 R

EMOVAL

 

OF

 O

BSERVER

 A

CCOUNTS

................................................................................................58

5.7 D

ISPLAY

 

OF

 A

CCOUNTS

................................................................................................................. 61

5.8 O

BSERVATION

 P

ARAMETERS

 C

REATION

/R

EMOVAL

............................................................................. 63

5.9 S

YMPOSIUM

 N

AME

 

TO

 ID M

APPING

 ............................................................................................... 66

5.10 O

BSERVATION

 P

ARAMETERS

 S

YNONYM

 A

SSIGN

...............................................................................67

5.11 B

ACKUP

/R

ESTORE

.......................................................................................................................69

5.12 A

DMINISTRATION

 P

ASSWORD

........................................................................................................ 70

5.13 O

BSERVER

 R

EPORTING

 ................................................................................................................71

5.14 C

ARD

 R

ESET

.............................................................................................................................. 73

6 USING THE TELEPHONY USER INTERFACE.....................................................................75

6.1 A

CCESSING

 

THE

 T

ELEPHONY

 U

SER

 I

NTERFACE

 ................................................................................. 75

6.2 Q

UICK

 R

EFERENCE

 C

ARD

...............................................................................................................75

6.3 TUI A

UTHENTICATION

.................................................................................................................. 76

6.4 A

DMINISTRATOR

 TUI M

ENU

..........................................................................................................78

6.5 O

BSERVER

 TUI M

ENU

..................................................................................................................79

6.6 TUI L

ANGUAGE

 A

DMINISTRATION

.................................................................................................. 86

6.7 T

ELEPHONY

 U

SER

 I

NTERFACE

 M

ENU

 F

LOWS

.................................................................................... 91

7 CALL RECORDING.................................................................................................................. 100

7.1 I

NTRODUCTION

............................................................................................................................100

7.2 C

ALL

 R

ECORDING

 C

ONFIGURATION

 

AND

 O

PERATION

........................................................................100

7.3 C

ALL

 R

ECORDING

 F

ILE

 F

ORMAT

................................................................................................... 100

8 ENGINEERING GUIDELINES ............................................................................................... 102

Planning, Installation and Administration Guide

4

Summary of Contents for Observe

Page 1: ...Nortel Remote Agent Observe Planning Installation and Administration Guide Document Version 1 2 Jan 2007...

Page 2: ...1 2 Release Date Jan 10th 2007 Copyright 2007 Nortel Networks All Rights Reserved Information is subject to change without notice Nortel Networks reserves the right to make changes in design or compon...

Page 3: ...ence from Nortel Networks to Nortel Changed description re RSM rate change Updated PEC CPC codes used in guide to RoHS compliant codes Sep 21st 2004 Version 1 1 is released Added section re Voice Prom...

Page 4: ...L TIME STATISTICS MULTICAST SERVICE 43 5 USING THE BROWSER USER INTERFACE 45 5 1 BROWSER USER INTERFACE ACCESS GUIDELINES 45 5 2 ACCESSING THE BUI 46 5 3 CONFIGURING THE CARD 48 5 4 CREATION OF OBSERV...

Page 5: ...ELL 110 9 5 CARD STATE DEBUG UTILITIES 111 9 6 APPLICATION LEVEL DEBUGGING 112 9 7 TROUBLESHOOTING RSM PARSING 114 10 UPGRADE PROCEDURES 119 10 1 APPLICATION LOADWARE UPGRADE 119 10 2 XA FIRMWARE UPGR...

Page 6: ...OBSERVER ACCOUNT CREATION PAGE 53 FIGURE 17 OBSERVER ACCOUNT MODIFY SELECTION PAGE 55 FIGURE 18 SCCS OBSERVER ACCOUNT MODIFY PAGE 56 FIGURE 19 NON SCCS OBSERVER ACCOUNT MODIFY PAGE 56 FIGURE 20 OBSER...

Page 7: ...PLE BOOT UP SEQUENCE 132 FIGURE 49 HUNTING FOR IDLE TUI PORTS 137 FIGURE 50 PRINTING TUI PORT SWITCH CONFIGURATION IN OVERLAY 20 139 FIGURE 51 DISABLING THE NORTEL REMOTE AGENT OBSERVE CARD SLOT USING...

Page 8: ...OBSERVE OBSERVATION PORT CONFIGURATION 31 TABLE 11 OBSERVER ACCOUNT PARAMETER EXPLANATION 54 TABLE 12 REPORTING LOG FILE EXPLANATION 71 TABLE 13 HEX DISPLAY CODES DURING BOOT UP 107 TABLE 14 HEX DISP...

Page 9: ...specific parameters such as Position ID and Agent ID as well as observation by Symposium Call Center Server parameters SCCS such as skillset ID DNIS Application ID and CDN Nortel Remote Agent Observe...

Page 10: ...nt Observe with pre 4 2 versions of SCCS is similar to that available for non SCCS call centers In pre 4 2 SCCS call centers the card must be configured to operate as non SCCS Throughout this document...

Page 11: ...Category 5 100 Base T Ethernet standard Software Release Meridian 1 Rls 25 15 software and later Succession Rls 2 0 and later Dip Switches Setting None Time Date stamp Automatically sent out by M1 CP...

Page 12: ...ng table shows the maximum number of Nortel Remote Agent Observe Cards that can be installed in each type of switch Switch Type QTY Small systems Option 11 Cabinet Chassis Succession 1000 Succession 1...

Page 13: ...the Installation Pack Browser to access the card IE 5 5 or 6 0 Netscape 7 0 If Using SCCS server post release 4 2 Multicast IP address of SCCS server Multicast Agent Moving window port of SCCS server...

Page 14: ...guidelines set out in Precautions for handling circuit cards section in the appendix STEP 5 Check that a security dongle has been installed into the provided socket on the card If not already install...

Page 15: ...e BUI on page 46 STEP 11 Install the keycode for the card See Installing the keycode in section 5 3 Configuring the Card page 48 STEP 12 Configure Call Centre parameters for the card See SCCS Call Cen...

Page 16: ...50 pin I O panel cable Filter Block A0517399 NT2F40BAE6 Compact Flash with Nortel Remote Agent Observe Application Load Security Device Dongle Table 5 Nortel Remote Agent Observe Product Structure The...

Page 17: ...ee Figure 2 Standard shielded CAT 5 LAN cables 100meters are required to attach the LAN ports to the local network Caution An EMC shielding kit ferrite A0870556 must be installed on the C LAN interfac...

Page 18: ...The A0783483 I O panel mounting filter block must be installed on large systems before the Nortel Remote Agent Observe Card Adapter CLAN L Adapter is installed see Figure 3 below The Filter block all...

Page 19: ...bit no parity and no flow control Note The maintenance port should only be accessed by one of the above connections at any one time Connecting the Nortel Remote Agent Observe card to a modem To provi...

Page 20: ...eturn set to auto answer on first ring ATQ1 return disable result codes ATE0 return disable local echo AT W0 return save settings Table 6 Modem Settings 4 Connect the modem to the Nortel Remote Agent...

Page 21: ...he Nortel Remote Agent Observe card receiving the multicast steam must be minimised Note This applies to the 4 2 release of SCCS and all subsequent releases IP Multicasting IP multicasting provides mu...

Page 22: ...the Nortel Remote Agent Observe Card Nortel Remote Agent Observe needs to use a number of TCP UDP ports to operate correctly These are detailed in Table 7 below L4 Protocol TCP UDP Port Number Descri...

Page 23: ...ult Gateway IP address via the serial port interface On a reboot the Nortel Remote Agent Observe card will retrieve the IP information from NVRAM and apply it To switch to this mode of IP assignment t...

Page 24: ...of each Nortel Remote Agent Observe card in a dynamic fashion DHCP aims to reduce the work necessary to administer an IP network by using a server to allocate network addresses DHCP also allows automa...

Page 25: ...o lnIsa_progIP is a string containing the dot notation representation of the IP address to be assigned to the card The parameter to lnIsa_writeGW is a string containing the dot notation representation...

Page 26: ...word must both be between eight and ten characters long shellPasswordSet Enter current username username1 Enter current password password1 Enter new username username2 Enter new password password2 Ent...

Page 27: ...ions only the required number of TUI and observe ports should be configured TUI Port Configuration Overlays 11 and 32 are used to configure TUI ports on the Nortel Remote Agent Observe card Note The T...

Page 28: ...port In this example 4 TUI ports are configured Figure 4 Hunting for idle TUI ports The sequence of configuration is 1 Select MADN for the TUI ports on the Nortel Remote Agent Observe configuration 2...

Page 29: ...s the Hunt DN only required if more than 1 TUI port configured KEY 0 SCR YYYY Key 0 defined as an SCR key YYYY is the SCR key DN KEY 1 15 UNCONFIGURED Table 8 LD11 Nortel Remote Agent Observe TUI Port...

Page 30: ...NDR 0 KEY 00 SCR 1560 0 MARP ANIE 0 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 DATE 7 OCT 2003 Figure 5 Sample LD11 TUI Port Switch Configuration Observation Port Configuration Overlays 11 23 and 32...

Page 31: ...he tone AGT for Agent only and NO to disable the tone Note This tone is a legal requirement in some regions Overlay 11 The observation ports odd ports on Nortel Remote Agent Observe Card i e 1 3 5 7 e...

Page 32: ...WTA LPR MTD FND HTD ADD HFD MWD LMPN RMMD SMWD AAD IMD DOS XHD IRD NID OLD VCE DRG1 POD DSX VMD CMSD SLKD CCSD SWD LND CNDD CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD ICDD CDMD LLCN MCTD CLBD AUTU...

Page 33: ...32 status for a card with 16 Nortel Remote Agent Observe sessions configured 00 UNIT 00 IDLE 2616 01 UNIT 01 IDLE 2616 LOG OUT 02 UNIT 02 IDLE 2616 03 UNIT 03 IDLE 2616 LOG OUT 04 UNIT 04 IDLE 2616 0...

Page 34: ...rtel Proprietary 28 UNIT 28 IDLE 2616 29 UNIT 29 IDLE 2616 LOG OUT 30 UNIT 30 IDLE 2616 31 UNIT 31 IDLE 2616 LOG OUT Figure 8 Sample LD32 Status Output Planning Installation and Administration Guide 3...

Page 35: ...up with write and append access privileges on the FTP server directories to permit the card to perform call recording Call recording will be implemented in G 711 format using the Sun Microsystems AU...

Page 36: ...system automatically sets the default port numbers and multicast rates for real time statistics during installation For more detailed information on installing the RSM feature in Symposium Call Cente...

Page 37: ...the IP multicast address the Time To Live TTL value for the IP multicast data the IP ports that send the real time statistics the multicast rates for the IP ports that send the real time statistics Ac...

Page 38: ...K to close the window Modifying RSM settings and multicast rates Perform the following steps to modify RSM settings and multicast rates in Symposium Call Center Server To modify RSM settings and multi...

Page 39: ...ticast needs 4 Accept the default IP port numbers for each statistics group ATTENTION If using Symposium Web Client s Real Time Reporting component as well as Nortel Remote Agent Observe do not change...

Page 40: ...mation see To activate modifications to the RSM settings below 8 ATTENTION To activate new multicast rate settings modified using RTD Multicast Configuration window RSMConfig exe on Symposium Call Cen...

Page 41: ...ck Close Tip If you are having problems stopping and starting the SDP_Service you can temporarily disable it When you disable the SDP_Service it automatically stops running After the service is disabl...

Page 42: ...e is disabled reset it to start automatically and then restart the service 1 In the Services window click the SDP_Service 2 Click Startup Result The Service dialog box appears 3 Click Disabled Result...

Page 43: ...the ini file are for reference only and list all of the acceptable port numbers that you can use in your test See Sample mRcv ini file below for an example of the information contained in a standard...

Page 44: ...ving window 6070 Nodal Interval to date 6080 Nodal Moving window 6090 IVR Interval to date 6100 IVR Moving window 6110 Route Interval to date 6120 Route Moving window 6130 ATTENTION The IP value must...

Page 45: ...el Remote Agent Observe is supported on the following browsers Netscape Navigator Release 7 0 Internet Explorer Releases 5 5 and 6 0 The Browser User Interface is designed to have only 1 administrator...

Page 46: ...ss assigned to the card Alternatively if a DNS name has been assigned to the card the URL http dns_name can be used On going to this URL the user is presented with a Username Password dialog box The d...

Page 47: ...cast parameters are not set up in the SCCS configuration If the multicast stream is not arriving at the card from the SCCS server or if the PCMCIA drive is full error messages will be displayed When c...

Page 48: ...pt an RSM stream from pre 4 2 versions of SCCS Hence the functionality available from Nortel Remote Agent Observe with pre 4 2 versions of SCCS is similar to that available for non SCCS call centers I...

Page 49: ...must be reset either through the faceplate or through the reset option on the BUI for the Nortel Remote Agent Observe keycode install to complete 2 If configuring a Nortel Remote Agent Observe card fo...

Page 50: ...tings calls will be made to the alarm numbers configured above FTP Failure Call will be generated if 10 successive calls not recording where the specific observer accounts are configured to record cal...

Page 51: ...mpt directory to use the language they desire by selecting the language of choice from the drop down list and pressing the set button Note The card must be rebooted for new language settings to take e...

Page 52: ...ounts are created by navigating the browser tree on the left side of the Browser User Interface to the Observer Accounts Create page as shown in Figure 15 and Figure 16 Figure 15 SCCS Observer Account...

Page 53: ...en the SCCS and Non SCCS cases is that the call recording options are only present in the SCCS case When the call recording option is configured for an observer in the SCCS case all calls observed by...

Page 54: ...en And Speak This option specified if the observer can barge in on calls they are observing This means that the observer can speak on the call This feature is envisaged to be used by supervisors only...

Page 55: ...er Accounts Modify page as shown in Figure 17 Figure 17 Observer Account Modify Selection Page The administrator chooses the account they wish to modify by choosing the account via the drop down list...

Page 56: ...Nortel Proprietary Figure 18 SCCS Observer Account Modify Page Figure 19 Non SCCS Observer Account Modify Page Planning Installation and Administration Guide 56...

Page 57: ...nistrator can modify the desired settings by typing in the relevant text box and clicking the modify button to change the setting These settings are explained in Table 11 above Planning Installation a...

Page 58: ...Observer Accounts Remove page as shown in Figure 20 Figure 20 Observer Account Remove Page The administrator chooses the account they wish to remove by choosing the account via the drop down list and...

Page 59: ...gure 21 Observer Account Removal Page If the administrator chooses the Remove option they will be moved to the observer account removal confirm page as shown in Figure 22 Planning Installation and Adm...

Page 60: ...y Figure 22 Observer Account Removal Confirm Page If the administrator chooses the DeleteAccount option the observer account will be removed permanently from the card Planning Installation and Adminis...

Page 61: ...ounts Display page as shown in Figure 23 Figure 23 Observer Account Display Selection Page The administrator chooses the account they wish to display by choosing the account via the drop down list and...

Page 62: ...assigned to the particular account These observation parameters will be listed by ID but where a synonym see the section Observation Parameter Synonym Assign on page 67 has been assigned this will al...

Page 63: ...serve by Parameters Create Remove page as shown in Figure 25 Figure 25 Observation Parameters Selection Page The user chooses the account they wish to modify and the parameter type they wish to add re...

Page 64: ...t the data presented to the administrator reflects the current status of the call centre If the parameter subsequently re appears in the RSM stream the data will be added once again to the selection b...

Page 65: ...e one not seen to date in the SCCS RSM stream and thus not present in the selection box of available parameters the administrator will type the parameter in the Type parameter text box and will then...

Page 66: ...the Classic Client of mapping skillsetIDs generated by the RSM steam and used by Remote Agent Observe to skillset names which the end user may be more familiar with However by running the following co...

Page 67: ...rve by Synonyms are assigned unassigned from parameters by navigating the browser tree on the left side of the Browser User Interface to the Observe by Parameters Synonym Edit page as shown in Figure...

Page 68: ...e in the synonym they wish to assign in the Synonym To Assign textbox and then press the Assign button The synonym will be assigned to the relevant parameter To unassign a synonym from a parameter sel...

Page 69: ...To back up the configuration or account data type the full path to the backup file in the appropriate text box When the ConfigBackup or AccountBackup button is pressed the Account File or the Configur...

Page 70: ...ce to the Administration Password page as shown in Figure 30 Figure 30 BUI Administrator Password Modify Page The administrator can change their BUI password by entering their old password their new p...

Page 71: ...t recorded Type Description Channel Card Channel the event occurred on Time Time of Event Event The type of event that occurred Observer The observer account name that the event occurred on Duration T...

Page 72: ...lder Reports they are presented with the page shown in Figure 32 below The page informs the administrator of the need for a reporting FTP server Figure 32 Older Reports Message Display Once the FTP se...

Page 73: ...a switch configuration level change Before the card is rebooted the card will backup the current account and parameter data This ensures that after reboot the information is up to date The data backup...

Page 74: ...Nortel Proprietary mirosReboot Result Rebooting Pack value 0 0x0 This command performs a backup of all the data before rebooting the Card Planning Installation and Administration Guide 74...

Page 75: ...arise the functionality available via the TUI The SCCS QRC is designed for use in call centre which use SCCS 4 2 and later The non SCCS QRC is designed for use in call centre which use pre 4 2 SCCS an...

Page 76: ...I TUI Login Security Checks There are three different security checks in place to deal with repeated login failures on the TUI They are 1 Three invalid passwords entered for the same valid User ID on...

Page 77: ...aches the login failure is reported in that days reporting file It is also possible to configure an alarm which will call predefined number s and alert the administrator if any of the above security b...

Page 78: ...t run through the following procedure 1 Dial into the TUI and log in using the current user ID password combination 2 Press 1 to change TUI password 3 Follow instructions to enter old TUI password 4 E...

Page 79: ...diagram 1 Log into the TUI using the observer user ID password combination 2 Press 1 to observe by agent ID Note The observer s account must have agent IDs entered into it by the administrator for th...

Page 80: ...sition is currently present see Figure 38 4 When completed the observer presses to return to the main menu or hangs up Skillset Observation To observe by skillset follow the procedure below see Figure...

Page 81: ...esented with the following options a Press 1 to enter a DNIS The observer is then prompted to enter the DNIS they wish to observe If they have permission to observe this DNIS then observation shall st...

Page 82: ...followed by the following options i Press 2 to select the Current application ID If chosen observation will start on the next call to arrive for that application ID see Figure 40 ii Press 4 to go to t...

Page 83: ...main menu or hangs up Non SCCS Call Centre Observation When using Nortel Remote Agent Observe in a non SCCS call centre the observer only has the ability to observe by position ID To observe by positi...

Page 84: ...ving the agent call When the call ends the observer will be told that rather than wait for a call on skillset DNIS application ID CDN they are waiting for a call on the Agent ID This will be of benefi...

Page 85: ...et Waiting for call on skillset ID xxxxx d DNIS Waiting for call on DNIS xxxx e Application ID Waiting for call on application ID xxxx f CDN Waiting for call on CDN xxxx The default observation status...

Page 86: ...ments The language prompts American English UK English and French supplied by Nortel are within the specified regulatory limits Installing Nortel Provided Custom Language Prompts Custom Language TUI p...

Page 87: ...ite any prompts previously stored in the custom language directory on the card Before installing the externally recorded custom TUI prompts ensure that a backup of the prompts are kept at an external...

Page 88: ...ding The administrator has the ability to locally record a set of custom prompts using the TUI Notes 1 Any prompts locally recorded will over write any prompts previously stored in the custom language...

Page 89: ...any of the options have been selected and the operation has been completed the list of options will then be replayed to the administrator 6 If the administrator at any stage wishes to end editing of...

Page 90: ...to Card IP Address 220 VxWorks FTP server VxWorks 5 4 ready Name Card IP Address hansha raoadmin 331 Password required Password 230 User logged in ftp bin 200 Type set to I binary mode ftp cd C TUI C...

Page 91: ...ve very similar menu flows Similarly skillset DNIS application and CDN Observations also have similar menu flows The Menus shown here are 1 TUI Login 2 SCCS select Menu 3 Agent ID Observe Position ID...

Page 92: ...erver IDs and passwords Login Failure Goodbye Max No Retries Valid Invalid COLLECT DIGITS UNTIL or TIMEOUT or MAX LENGTH OF ID DISC Invalid User ID or password Please try again Password Yes SCCS Selec...

Page 93: ...press 1 To observe by positionID press 2 To observe by skillset press 3 To observe by DNIS press 4 To observe by Application press 5 To observe by CDN press 6 COLLECT DIGITS TO TIMEOUT Case 1 Case 2 I...

Page 94: ...ve Agent ID at this time Enter agentID followd by COLLECT DIGITS TO or or TIMEOUT Valid Agent No AgentID Select Menu Yes To enter an agent ID press 1 To start observing the first active agent press 2...

Page 95: ...Start Recording Start Recording Starting Observe on AgentID XX Agent ID Select Menu Digit inputte d Invalid Case Stop M1 Remote Observe Stop Recording Agent ID Select Menu Activit y timeout expiry Ca...

Page 96: ...e 2 Yes Case To enter a Skillset press 1 To choose from a list of your skillsets press 2 To exit press COLLECT DIGIT or TIMEOUT INVALID Case Case 1 For next ID press 6 For prev ID press 4 To select pr...

Page 97: ...s Invalid Case SkillsetID Select Menu Digit inputte d Yes No Invalid Case Stop M1 Remote Observe Stop Recording SkillsetID Select Menu Yes Activi ty timeo ut expiry No Call activ e Stop M1 Remote Obse...

Page 98: ...Menu Non SCCS Select Menu Yes To enter a position ID press 1 To start observing the first valid position ID press 2 To disconnect press COLLECT DIGIT or TIMEOUT INVALID Case Case 1 Invalid Entry plea...

Page 99: ...42 Non SCCS and pre Release 4 2 SCCS Observe Menu Planning Installation and Administration Guide 99 Invoke M1 Agent Observe Digit inputted Invalid Case Stop M1 Agent Observe Non SCCS Select Menu Play...

Page 100: ...by the administrator when creating or modifying the observer s account from the Browser User Interface BUI For more information on this see section 5 4 Creation of Observer Accounts If call recording...

Page 101: ...available for Non SCCS call centres of for call centres running SCCS prior to version 4 2 2 If an observer is operating in Listen and Speak mode during a call see Listen and Speak Mode section 6 5 Obs...

Page 102: ...bserve Card 8 2 Dynamic Memory Size Limits The number of observer accounts permitted on the Nortel Remote Agent Observe card is 50 accounts The following limits apply to the sizes of the observer para...

Page 103: ...ccount table backup files are also stored on this drive a limit of the previous 2 days observer log files can be stored on the card If configured by the administrator the log files are dispatched on a...

Page 104: ...card disable and re enable the card at the switch Ensure no calls are up before disabling and re enabling the card The BUI is designed to have only 1 administrator active at any time Nortel Remote Ag...

Page 105: ...enance and diagnostic features at various technical levels to identify and clear fault conditions The card features include Self Test Features Factory Test Features Debug Features VxWorks Shell Debug...

Page 106: ...ardware faults and ensure correct operation The test coverage breaks down into the following categories 8051 co processor power up self tests BIOS diagnostics Base code self tests Progress information...

Page 107: ...ROM T 14 Booting IXP1200 waiting for response with selftest information T 15 Not used at present T 16 Not used at present T 17 Not used at present T 18 Not used at present T 19 Not used at present T 2...

Page 108: ...ED A single red LED is provided on the faceplate to indicate the enabled disabled status of the Card as well as providing an indication of the status of the power on self test The LED is OFF if The ch...

Page 109: ...ty and no flow control Pin No Signal Dir Description 1 BDTRB O Port B Data Terminal Ready 2 BSOUTB O Port B Serial Data Out 3 BSINB I Port B Serial Data In 4 SGND C Signal Ground 5 BSINA I Port A Seri...

Page 110: ...FTP telnet and the serial port If the shell is idle for a period of time the password and username must be reentered to gain access Note Once the shell username and password have been successfully ent...

Page 111: ...Globs Prints all VP globals printVpChannel x Prints globals associated with VP channel x swInfoGet Prints the loadware DSP and 8051XA firmware versions ifShow Prints the IP and Ethernet addresses inet...

Page 112: ...ebugOff RSM Table rsmTableDebugOn rsmTableDebugOff RSM Monitor rsmMonDebugOn rsmMonDebugOff Table 17 Task Logging Commands Rsm Parsing Debugging For the RSM parsing task the following additional comma...

Page 113: ...steam as it arrives at t the socket and then once it has been parsed into the relevant tables where agentStep indicates the step though the agent stream This command can be used to verify that the cor...

Page 114: ...ection between the SCCS server and the Nortel Remote Agent Observe card is up This can be achieved by pinging the SCCS server C LAN IP address from the card terminal ping aa bb cc dd 2 where aa bb cc...

Page 115: ...e and Action If zero then no multicast packets are arriving check steps 1 and 2 MulticastCorrectArrive Explanation Number of packets for configured multicast port IP address and server IP address that...

Page 116: ...0 0 47 166 107 190 3 2 92 ixpMac0 47 166 107 128 47 166 107 143 101 0 0 ixpMac0 ROUTE HOST TABLE destination gateway flags Refcnt Use Interface 127 0 0 1 127 0 0 1 5 0 0 lo0 230 0 0 20 47 166 107 143...

Page 117: ...qno 1 Packet 4 has seqno 1 Packet 5 has seqno 1 Packet 6 has seqno 1 Packet 7 has seqno 1 Packet 8 has seqno 1 Packet 9 has seqno 1 For packet 4 NoPackets 3 ParseFlag 1 Ticks 6690e TS 3f3f7780 17 08 0...

Page 118: ...s in Current RSM stream 1507 Sets of timestamp data parsed 7996 The Valid Packets Received should equal the Number of Packets at socket field and the error count fields should all read zero The Invali...

Page 119: ...2 Disable the card from overlay 32 on the switch software 3 Upgrade is then performed using the upgrade command from the shell as shown below upgrade Server IP Address userID password path newexec val...

Page 120: ...he Shell upgrade the loadware using the upgradePCMCIA command as shown below upgradePCMCIA C newexec value 0 0x0 Opening file C newexec File C newexec opened File Length 0x0059d1fc Bank Size 0x0078000...

Page 121: ...o binary 5 Copy the new loadware file onto the compact flash drive Below is an example of transferring the loadware newexec onto the compact flash drive of the card ftp Card IP address Connected to Ca...

Page 122: ...was transferred onto the card From the shell type rm C newexec CR Where C newexec is the location of the file copied onto the compact flash card 8 Re enable the card from overlay 32 on the switch soft...

Page 123: ...ed to enter jkl to gain access to the bootROM Note The LAN cable must be connected into the other port on the L Adapter for the network interface on the bootROM load to work correctly 3 The upgrade is...

Page 124: ...act Flash Card 1 FTP the XA firmware onto the C drive using the same method to that outlined above for transferring the application load 2 Reboot the card and boot into the bootROM load To enter the b...

Page 125: ...he bootROM Note The LAN cable must be connected into the other port on the L Adapter for the network interface on the bootROM load to work correctly 3 The upgrade is then performed using the following...

Page 126: ...e same method to that outlined above for transferring the application load 2 Reboot the card and boot into the bootROM load To enter the bootROM load reboot the card and when the card is rebooting the...

Page 127: ...Protocol ITGSA Internet Telephony Gateway Strong Arm Media Card Hardware Platform for applications such as MIRAN MIRAN Meridian Integrated Recorded Announcement Trunk NTP Nortel Technical Publication...

Page 128: ...andle 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...

Page 129: ...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...

Page 130: ...nc CPU IXP1200 Version 5 4 BSP version 5 2 Creation date Feb 24 2003 11 03 32 Enter jkl to force boot to BootROM vxWorks prompt auto booting boot device ata unit number 1 processor number 0 file name...

Page 131: ...nts 0x3affe64 tRootTask mac21440InitMem Net Pool ID is 44973820 0x3affe64 tRootTask Done loading mac21440 0x3affe64 tRootTask mac21440Start Starting port 1 ELAN set to 10BaseT Operation ELAN set to Ha...

Page 132: ...ies go operational 0x2503f3c tAries Task operational 0x2a61d94 tMaint Aries audit go operational 0x3afd010 tAriesAudit Task operational 0x2a61d94 tMaint Generate DTMF go operational 0x2501d90 tGenDTMF...

Page 133: ...id OPN OPN oh pee en 24 2D wav Your password has expired 25 30 wav To observe by agent ID press 1 ID i dee 26 31 wav To observe by position ID press 2 ID i dee 27 32 wav To observe by skillset press 3...

Page 134: ...s press 2 ID i dee 61 82 wav Enter application ID followed by number sign ID i dee 62 83 wav Invalid application ID ID i dee 63 90 wav To enter a CDN press 1 CDN see dee enn 64 91 wav To choose from a...

Page 135: ...v After the beep start recording 101 D8 wav To finish press the number sign 102 D9 wav Recording complete 103 E0 wav Beep Not to be recorded 104 E1 wav Not to be recorded 105 E2 wav Network failure st...

Page 136: ...section highlights the changes required to TUI ports in the Nortel Remote Agent Observe slot Original TUI port configuration Each TUI port was configured with an MCR Multiple Call Ringing Key This key...

Page 137: ...ort is found the observer will hear a busy tone below shows how the switch may move through the chain of TUI ports searching for an idle port In this example 4 TUI ports are configured Figure 49 Hunti...

Page 138: ...SFLT NO CAC_CIS 3 CAC_MFC 0 CLS UNR FBD WTA LPR MTD FND HTD ADD HFD MWD LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1 POD DSX VMD CMSD SLKD CCSD SWD LND CNDD CFTD SFD MRD DDV CNID CDCA MSID DAPA BF...

Page 139: ...used DNs on the switch Prompt Response Description REQ PRT Print TYPE LUDN List of Unused DNs CUST 0 99 Customer Number Figure 53 Displaying a list of unused DNs in overlay 20 7 From the list of unuse...

Page 140: ...0 1011 TUI Port 22 SCR key DN 1010 22 1012 TUI Port 24 SCR key DN 1011 24 1013 TUI Port 26 SCR key DN 1012 26 1014 TUI Port 28 SCR key DN 1013 28 1015 TUI Port 30 SCR key DN 1014 30 1000 TUI Port 0 SC...

Page 141: ...lay all configured ports in the Nortel Remote Agent Observe Card Slot Ensure the correct number of ports are configured and that all ports are in an IDLE state Command Description ENLC l s c Enable th...

Page 142: ...nfiguration Chart Original MCR key DN TUI Port HUNT DN SCR key DN 0 2 4 6 8 10 12 14 16 18 20 22 24 26 28 30 Figure 58 Nortel Remote Agent Observe TUI port configuration details Planning Installation...

Page 143: ...e Date Jan 10th 2007 Last Page of This Document Copyright 2007 Nortel Networks All Rights Reserved Information is subject to change without notice Nortel reserves the right to make changes in design o...

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