Nortel Proprietary
FIGURE 36 SCCS MAIN MENU.................................................................................................. 93
FIGURE 37 AGENT ID SELECT MENU (SIMILAR STRUCTURE - POSITION ID
SELECT MENU)..............................................................................................................................94
FIGURE 38 AGENT ID OBSERVE MENU (SIMILAR STRUCTURE - POSITION ID
OBSERVE MENU)...........................................................................................................................95
FIGURE 39 SKILLSET SELECT MENU (SIMILAR STRUCTURE - APPLICATION,
CDN, DNIS SELECT MENUS)...................................................................................................... 96
FIGURE 40 SKILLSET OBSERVE MENU ( SIMILAR STRUCTURE -APPLICATION,
CDN AND DNIS OBSERVE)..........................................................................................................97
FIGURE 41 NON SCCS AND PRE RELEASE 4.2 SCCS MAIN MENU.................................98
FIGURE 42 NON SCCS AND PRE RELEASE 4.2 SCCS OBSERVE MENU.........................99
FIGURE 43 CALL RECORDING FILENAME – AMERICAN DATE FORMAT...............101
FIGURE 44 CALL RECORDING FILENAME – EUROPEAN DATE FORMAT...............101
FIGURE 45 DISABLING THE NORTEL REMOTE AGENT OBSERVE CARD USING
OVERLAY 32................................................................................................................................. 104
FIGURE 46 ENABLING THE NORTEL REMOTE AGENT OBSERVE CARD USING
OVERLAY 32................................................................................................................................. 104
FIGURE 47 RSM ERROR MESSAGE ON INTRODUCTION PAGE...................................114
FIGURE 48 SAMPLE 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 OVERLAY 32....................................................................................................................139
FIGURE 52 REMOVING TUI PORTS USING OVERLAY 11................................................139
FIGURE 53 DISPLAYING A LIST OF UNUSED DNS IN OVERLAY 20............................. 139
FIGURE 54 SAMPLE CONFIGURATION FOR TUI PORTS................................................ 140
FIGURE 55 CONFIGURING TUI PORTS FROM OVERLAY 11..........................................141
FIGURE 56 ENABLING THE NORTEL REMOTE AGENT OBSERVE CARD SLOT
USING OVERLAY 32....................................................................................................................141
FIGURE 57 DISPLAYING CONFIGURED PORTS FROM OVERLAY 32..........................141
FIGURE 58 NORTEL REMOTE AGENT OBSERVE TUI PORT CONFIGURATION
DETAILS.........................................................................................................................................142
List of Tables
TABLE 1 CALL-CENTRE OBSERVATION PARAMETERS.................................................... 9
TABLE 2 NORTEL REMOTE AGENT OBSERVE APPLICABILITY AND
COMPATIBILITY...........................................................................................................................12
TABLE 3 NORTEL REMOTE AGENT OBSERVE SWITCH CAPACITY RULES..............12
TABLE 4 PRE-INSTALL CHECKLIST FOR NORTEL REMOTE AGENT OBSERVE......13
TABLE 5 NORTEL REMOTE AGENT OBSERVE PRODUCT STRUCTURE..................... 16
TABLE 6 MODEM SETTINGS..................................................................................................... 20
Planning, Installation and Administration Guide
7
