3-8
Preventive, Corrective & File Maintenance
VU-ACD™/100 Maintenance Guide – Host/DOS
3.2.4
Configuration Changes
VU-ACD/100 ACD MIS can be affected by two general types of configuration changes.
1. ACD switch changes to datafill /provisioning, ACD features and MIS data link(s) can
greatly affect what information is displayed/reported on the system and the level of
interaction supported for Load Management (DMS-100) or Recent Change/Verify
(5ESS).
2. Device Configuration changes between the VU-ACD/100 host and peripheral devices
(remote terminals, InterLink outputs, modems, printers and external displays) affect the
access to and outputs from the ACD MIS.
Undocumented or unanticipated changes to the ACD switch or host device configurations may seriously
impact the performance of the ACD MIS.
?
Adding new agent positions and/or ACD Groups/Teams requires that all data
links be initialized (refer to Section 2.8).
3.2.5
Troubleshooting
The general process for troubleshooting begins with an understanding of the problem and the
circumstances under which the problem occurred.
•
Who
Identify the person reporting the problem. Interview the person to learn as
much as possible about system performance prior to and following the
problem.
•
What
Describe the nature of the problem – be detailed and specific
•
Where
Focus on where in the ACD MIS system the problem manifests itself – Real-
Time display, reports, output to peripheral device, Load Management
command (DMS-100), RC/V command (5ESS), etc.
•
How
Identify the circumstances which triggered the problem. Review the available
logs and determine whether an external event or internal failure caused the
problem.
•
Why
After analyzing the available information, isolate the cause(s) and undertake
corrective action.
Refer to Section 4 for additional information on how to troubleshoot problems affecting the
VU-ACD/100 ACD MIS.
