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VU-ACD™/100 Maintenance Guide – Host/DOS

Troubleshooting

T

ROUBLESHOOTING

4

4.0

Introduction

This section briefly presents a sequence of procedures to be followed when reporting and isolating
problems. It begins with a general troubleshooting guide and proceeds to describe ACD switch related
troubleshooting and datafilling/provisioning requirements.

4.1

Troubleshooting – General

Troubleshooting is a process consisting of the following procedures:

•

Problem Identification

•

Fault Isolation

•

Problem Resolution

Before corrective maintenance can be undertaken, the problem must be identified, its cause analyzed and
an appropriate solution applied. The hardware and software comprising the VU-ACD/100 system incor-
porates diagnostic tools which facilitate problem identification and fault isolation. However, problems
often tend to have multiple causes which must be identified, individually analyzed, tested and confirmed.
Corrective maintenance procedures which simply restore operation without understanding what went
wrong usually mask rather than resolve actual causes of system malfunctions.

4.1.1

Problem Identification

Most of the problems reported to Perimeter Technology Product Support reflect the inability of the user
to successfully interpret the data displayed and reported by the VU-ACD/100.

Another class of problems are associated with installation and upgrades. These problems include:

•

Data link problems (X.25 PAD programming, link modem configuration, cabling, LAN
media, DMS datafill, 5ESS provisioning)

•

Host configuration (tape/hard disk drive parameters, DigiBoard configuration, remote ter-
minal configuration, modem/printer/external display configuration)

•

Excessive number of agents (security device parameter)

•

LAN Communications (media, TCP/IP configuration)

•

Report data retrieval (past and current months)

•

System startup

Other problems are revealed through daily operation:

•

Report generation (missing or erroneous data)

•

Report interpretation

•

Link failures (switch, Net-VU server and InterLink initialization, datafill/provisioning
changes)

•

DMS-100 Load Management problems (agent position reassignments, DN changes)

• 5ESS Recent Change/Verify problems (indices, AIU programming, Web page

administration)

•

Device access and configuration (external displays, remote terminals, modems, printers)

•

LAN transmissions (traffic loads, retransmissions)

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Summary of Contents for VU-ACD /100

Page 1: ...VU ACD 100 Version 43 Maintenance Guide Host DOS Remote Terminal Part No 40532 04 540 North Commercial Street Manchester NH 03101 1146 Tel 603 645 1616 Fax 603 645 1424 Web www IP ACD com ...

Page 2: ...trademark of Security Device Inc and Shuss Systems Inc c tree Plus is a trademark of FairCom Corporation DigiBoard DigiCHANNEL COM Xi Xem PC Xem EISA Xem PORTS 8em PORTS 16em and DigiWare are trademarks of Digi International Inc DMS 100 MACD and Meridian Centrex are trademarks of Northern Telecom Nortel Incorporated Hayes is a registered trademark of Hayes Microcomputer Products Inc MS DOS and Win...

Page 3: ...enance Menu 2 2 2 1 1 1 Access Maintenance Menu 2 2 2 1 1 2 Exit Maintenance Menu 2 3 2 1 2 System Shut Down 2 4 2 1 2 1 Shut Down ACD MIS 2 4 2 1 2 2 Shut Down ACD MIS UNIX System 2 5 2 1 3 VU ACD 100 Startup 2 8 2 2 Tape Backup Restore Utilities 2 9 2 2 1 Complete System Backup 2 10 2 2 2 Complete System Restore 2 12 2 2 3 List Contents Of Tape 2 14 2 2 4 Extract Specific Files From Tape 2 15 2 ...

Page 4: ...Initialization Request 2 78 2 9 5ESS Provisioning 2 79 2 9 1 Prerequisites 2 79 2 9 2 5ESS Provisioning Menu 2 80 2 9 3 View Modify Provision Table Parameters 2 81 2 9 4 Probe the 5ESS 2 84 2 9 5 Audit the 5ESS 2 87 2 10 List Logged In Users 2 89 Section 3 Preventive Corrective File Maintenance 3 0 Introduction 3 1 3 1 Preventive Maintenance 3 1 3 1 1 Nightly Back Up Tape Administration 3 1 3 1 2 ...

Page 5: ...filling ACD MIS Translations 4 14 4 2 3 1 Guidelines For Datafilling 4 14 4 2 3 2 Multi Protocol Controller MPC 4 14 4 2 3 3 Datafill Primary Redundant MPCs 4 14 4 2 3 4 Number Of Ports Available 4 14 4 2 3 5 List The Download File 4 15 4 2 3 6 Network Operations Protocol 4 15 4 2 4 Datafilling DMS Tables 4 16 4 2 4 1 Table MPC 4 16 4 2 4 2 Table MPCLINK 4 16 4 2 4 3 Table GDLADEV 4 17 4 2 4 4 Tab...

Page 6: ...6 5 2 5ESS Related 5 10 5 2 1 Application Interface Unit 5 10 5 2 2 Vectors 5 11 5 2 3 Recent Change Verify 5 12 5 2 3 1 RC V Messages 5 13 5 2 3 2 5ESS Switch Initialization 5 13 5 2 4 5ESS Provisioning Database 5 14 5 2 5 VU ACD 100 Node Configuration 5 14 5 3 Net VU Related 5 14 5 4 InterLink Related 5 15 5 4 1 Increased System Capacities 5 15 5 4 2 Time Synchronization 5 15 5 4 3 User Group Co...

Page 7: ...Processes Index List of Figures Figure 2 1 VU ACD 100 Maintenance Menu Tree 2 1 Figure 2 2 Digi MenuPort Interface Screen 2 61 Figure 2 3 Sample Logged In Users Screen 2 90 Figure 3 1 Sample Check Disk Usage Display 3 9 Figure 4 1 5ESS Components Of The VU ACD 100 MIS Database 4 27 Figure 5 1 Sample Group Directory Number Database Structure 5 2 Figure 5 2 DMS 100 To Call Center Configuration 5 7 F...

Page 8: ...100 5ESS Provision Table Parameters 2 83 Table 4 1 Troubleshooting Checklist 4 4 Table 4 2 ACD MIS Office Parameters 4 9 Table 4 3 DMS 100 ACD MIS Data Tables 4 14 Table 4 4 Table ACDMISPL Parameters 4 18 Table 4 5 Table ACDGRP Parameters 4 19 Table 4 6 Table ACDSGRP Parameters 4 20 Table 4 7 Table ACDRTE Parameters 4 21 Table 4 8 Performance Indicators For MPC Link Occupancy 4 24 Table 4 9 5ESS P...

Page 9: ...File Processes lists ACD MIS processes that appear in log files Documentation Set In addition to this manual and the Release Notes accompanying the software load users should become familiar with the other publications in the VU ACD 100 v43 Documentation Set VU ACD 100 v43 User s Guide Host DOS P N 40530 xx VU ACD 100 v43 Installation Guide Host DOS P N 40531 xx VU ACD 100 v43 User s Guide Host DO...

Page 10: ...link type and displays the resulting call activity information on the Real Time Display The 5ESS does not supply the same type of call event information as output by the DMS 100 switch Although all call event data is resolved and displayed in DMS 100 terminology there are significant conceptual and parametric differences between the Nortel and Lucent switches The VU ACD 100 System Planning Guide e...

Page 11: ...information will help you understand how a feature or function operates or interacts with others Important Note This information may prevent your incorrect or incomplete use of a feature or function Caution This message warns of a condition which may affect MIS operation Warning THIS MESSAGE WARNS OF A CONDITION WHICH MAY RESULT IN THE SHUTDOWN OF THE MIS AND THE POS SIBLE LOSS OF DATA ...

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Page 13: ...tive maintenance for the VU ACD 100 system is minimal but essential to continued operation Activities include Nightly backup of data files to cartridge tape Periodic backup of system files Printer maintenance Cable inspection General cleaning Refer to Section 3 1 for a detailed description of preventive maintenance procedures 1 1 2 Corrective Maintenance Corrective maintenance of the VU ACD 100 sy...

Page 14: ...r Detailed information regarding VU ACD 100 Product Support Services is contained in the respective License Agreement and in publications available from Perimeter Technology Sales 1 3 Troubleshooting Troubleshooting is the process of identifying a system performance problem isolating its cause s and resolving the faults in order to restore the system to full operation The VU ACD 100 is an integrat...

Page 15: ...e ACD MIS 1 4 1 DMS 100 The Northern Telecom Nortel DMS 100 is a program driven Central Office switch Its operational characteristics are derived from entries made in a series of data tables contained in the switching generic software Completing the entries required to activate various switch functions is referred to as datafilling the switch For ACD MIS operation the DMS 100 must be loaded with t...

Page 16: ...cess DAA is assigned to every Agent ID An ACD call can be routed directly from a Call Class to an agent via the DAA bypassing the Call Queue Planning for a 5ESS or Net VU interface requires an up front analysis of the types of calls to be handled by the call center This planning is essential to successful implementation Provisioning a 5ESS data link means establishing a database of ACD entities us...

Page 17: ...rted SCO OpenServer Release 5 Enterprise System incorporates TCP IP support The Winsock TCP IP stack distributed with Windows 98 Me NT 2000 XP supports client side communication If VU ACD 100 LAN Connectivity is being implemented the corporate LAN administrator must become involved in the installation of the ACD MIS server s Net VU web server and client remote terminals LAN administration is a sep...

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Page 19: ...ical values and messages Actual values and messages will differ from system to system based on hardware software and database variables 1 Shut Down ACD MIS 2 Shut Down ACD MIS UNIX System 3 Tape Backup Restore Utilities 1 Complete System Backup 2 Complete System Restore 3 List of Contents On Tape 4 Extract Specific Files From Tape 4 System Logs 1 System Process Log 2 Backup Log 3 Link Log 4 Event ...

Page 20: ...s Enter 4 Password A default maint password is provided on the VU ACD 100 Activation Card Refer to Section 2 5 for information regarding maint password administration Type the maint password and press Enter Step 5 only appears if the operating system is SCO OpenServer Release 5 0 5 or 5 0 6 It does not appear for Release 5 0 2 or 5 0 4 5 TERM ansi Press Enter 6 Terminal type is ansi please wait MA...

Page 21: ...CD MIS UNIX System 3 Tape Backup Restore Utilities 4 System Logs 5 Load Management Limits 6 Change Maintenance Logon Password 7 System Hardware Configuration 8 Install a Software Update 9 Request Switch Initialization 10 5ESS Provisioning 11 List Logged In Users Select an option or enter q to quit Type q and press Enter to quit the Mainte nance Menu 2 SCO OpenServer TM Release 5 scosysv tty01 logi...

Page 22: ...alization 10 5ESS Provisioning 11 List Logged In Users Select an option or enter q to quit Type 1 and press Enter to select Shut Down ACD MIS Shutdown ACD MIS This selection will shut down the ACD MIS processes without shutting down the UNIX operating system This selection is used for system maintenance tasks such as software updates or problem diagnosis If you want to reboot or power down the com...

Page 23: ...ection ceases after shutdown No further operations can be performed without restarting the system Refer to the system startup procedure in Section 2 1 3 Step Prompt Action 1 MAINTENANCE MENU 1 Shut Down ACD MIS 2 Shut Down ACD MIS UNIX System 3 Tape Backup Restore Utilities 4 System Logs 5 Load Management Limits 6 Change Maintenance Logon Password 7 System Hardware Configuration 8 Install a Softwa...

Page 24: ...r maintenance Press Enter 6 Step 2 UNIX system process shutdown Do you want to continue y n Type y and press Enter 7 UNIX SHUTDOWN OPTIONS 1 Reboot Unix Processes 2 Halt Unix Processes Please enter your selection or enter q to quit Complete one of the following options 1 To reboot the system system automati cally restarts without user intervention type 1 and press Enter Go to Step 8A 2 To halt the...

Page 25: ...witch power off 2 To restart the ACD MIS press any key to initiate a reboot refer to Steps 9 thru 11 Steps 9 thru 11 must always be completed for a system halt These steps may be option ally completed for reboot During a reboot Steps 9 thru 11 time out to allow an automatic system restart 9 Boot Press Enter 10 Type CONTROL d to proceed with normal startup Press Ctrl and type d Ctrl d to continue t...

Page 26: ...o Step 2 2 Boot Press Enter 3 Type CONTROL d to proceed with normal startup or give root password for system maintenance Hold down the Ctrl key and press the d key Ctrl d 4 Enter new date yymmdd hhmm Press Enter NOTE In most instances the host battery backup maintains the current date time even during a loss of power If the date or time is incorrect type the correct data in this step 5 SCO OpenSer...

Page 27: ...rtridge 4 Extract Specific Files from Tape Use this option to restore files backed up using the Complete System Backup option The Extract Specific Files option is recommended for restoring specific files e g VU ACD 100 executables site configuration files etc This option should not be used to restore report data To restore report data use the Retrieve Report Data From Tape option described in the ...

Page 28: ...aintenance Logon Password 7 System Hardware Configuration 8 Install a Software Update 9 Request Switch Initialization 10 5ESS Provisioning 11 List Logged In Users Select an option or enter q to quit Type 1 and press Enter to select Shut Down ACD MIS Refer to Section 2 1 2 1 for add itional information on the shutdown process 2 MAINTENANCE MENU 1 Shut Down ACD MIS 2 Shut Down ACD MIS UNIX System 3 ...

Page 29: ...D MIS files have been written to tape Press Enter to redisplay the Tape Backup Restore Utilities Menu 7 TAPE BACKUP RESTORE UTILITIES 1 Complete System Backup 2 Complete System Restore 3 List of Contents on Tape 4 Extract Specific files from Tape Select an option or enter q to quit Type q and press Enter to return to the Mainte nance Utilities Menu 8 MAINTENANCE MENU 1 Shut Down ACD MIS 2 Shut Dow...

Page 30: ...estore from tape This selection is used to perform a Complete Restore of the ACD MIS from a Complete Back up or automatic nightly back up tape The Complete Restore option should not be executed while the ACD MIS processes are running Please note this selection will completely write over existing data on the hard disk Do you want to continue y n Type y and press Enter to continue or n and press Ent...

Page 31: ...nto the tape drive Press Enter The system extracts VU ACD 100 ACD MIS files from the tape The file names display on the screen 5 Press ENTER to continue The system completes the file restoration process Press Enter to redisplay the Tape Backup Restore Utilities Menu 6 Tape Backup Restore Utilities Menu Type q to exit the menu and display the Main tenance Menu 7 Maintenance Menu To restart the ACD ...

Page 32: ...ontents on Tape 2 List of Contents on Tape This option allows you to list the contents of a Complete Backup tape Insert a Complete Back up tape in the tape drive Press q to quit or ENTER to continue checking tape device please wait Insert the tape resulting from a Complete System Backup into the tape drive and press Enter 3 List of Contents stdin The tape s list of contents appears Whenever stdin ...

Page 33: ...files from Tape Type 4 and press Enter to select Extract Specific Files from Tape This option allows you to select and extract individual files from a Complete Backup Tape Step 2 appears if the ACD MIS is still running when the Extract Specific Files From Tape function is selected 2 The ACD MIS processes are running The ACD MIS processes will be shut down to perform the selected tape function Do y...

Page 34: ...ces u perim dfile siteinfo data or Press Enter to quit file extraction without specifying any filenames 5 This process will search the entire tape for any occurrence of the file s specified Extract the following file s from the tape u perim dfile devices u perim dfile siteinfo data Do you want to continue y n The system displays the specified files Type y and press Enter to continue or n to return...

Page 35: ...Log records all nightly backup activities as well as backup restore operations performed via the Tape Backup Restore Utilities Menu Link Log logs all DMS 100 5ESS Net VU and or InterLink to VU ACD 100 host data link activities Event log logs all DMS 100 5ESS and Net VU event activity After the maximum 25 000 lines are displayed the log file begins again on Line 1 Refer to Appendix A for a list of ...

Page 36: ...EM PROCESS LOG 1 Display Log 2 Print Log Please enter your selection or q to quit Log data will be presented using the More command Press the SPACE BAR to scroll 1 page forward or press ENTER to scroll 1 line forward Press Q to quit displaying the log Press the ENTER key when ready Complete one of the following 1 Type 1 and press Enter to display the log to the video screen Log data will be pre se...

Page 37: ... LOG 1 Display Log 2 Print Log Please enter your selection or q to quit Log data will be presented using the More command Press the SPACE BAR to scroll 1 page forward or press ENTER to scroll 1 line forward Press Q to Quit displaying the log Press the ENTER key when ready Complete one of the following 1 Type 1 and press Enter to display the log to the video screen Log data will be pre sented using...

Page 38: ...OG 1 Display Log 2 Print Log Please enter your selection or q to quit Log data will be presented using the More command Press the SPACE BAR to scroll 1 page forward or press ENTER to scroll 1 line forward Press Q to Quit displaying the log Press the ENTER key when ready Complete one of the following 1 Type 1 and press Enter to display the log to the video screen Log data will be pre sented using t...

Page 39: ... In Users Select an option or enter q to quit Type 4 and press Enter to select System Logs 2 SYSTEM LOGS MENU 1 System Process Log 2 Backup Log 3 Link Log 4 Event Log Please enter your selection or q to quit Type 4 and press Enter to select Event Log 3 EVENT LOG FEDLOG UTILITIES 1 Display Delete Event Log 2 Enable Disable Event Log Please enter your selection or q to quit Complete one of the follo...

Page 40: ...rder by date starting with the most current Keep in mind that the fedlogs are not necessarily all associated with the current month Once a fedlog has been selected the date it was recorded and its size will be presented prior to execution of the display and delete options Press ENTER to continue Press Enter 5 LIST OF FEDLOG FILES 1 fedlog 0 11 2 fedlog 0 12 Select the fedlog you wish to display or...

Page 41: ...e fedlog Type y and press Enter to delete the fedlog before returning to the Event Log Menu 11A To enable fedlog event recording EVENT LOG ENABLE DISABLE This feature allows all ACD events sent by the Switch to be recorded in a log file The log file can be used for troubleshooting if required Select the node number 1 n or q to quit 1 Event logging is currently DISABLED Do you wish to enable event ...

Page 42: ... Event logging is currently ENABLED Do you wish to disable event logging y n Event logging disabled for Node ID WARNING A Switch Initialization Request MUST be executed for the change to take affect Press Enter to continue Event Log Menu This prompt only appears if the system is equipped with the MultiLink option Type the desired node number and press Enter Type y and press Enter Refer to Section ...

Page 43: ...m and maximum values were set equal using Change Load Management Limits users cannot modify the values in the Load Management Screens In this situation the message Permission Denied appears when a user attempts to modify the values Minimum Value Equals Maximum Value In all cases if the minimum and maximum values are equal users cannot change the values on the respective Load Management Screens The...

Page 44: ... Load Management parameters from exceeding available ACD system resources Continue y n Type y and press Enter 3 Load Management Parameters 1 Digit Display 2 RAN Threshold 3 Priority Promotion 4 Maximum Wait Time 5 Maximum Physical Queue Size 6 Maximum Logical Queue Size 7 Call Transfer Queue Size 8 Time Delay Overflow Threshold 9 Wait Threshold 10 Queue Threshold 11 Service Time 12 Number of Idle ...

Page 45: ...er Proceed to Step 5 or Type q and press Enter to return to the Maintenance Menu 5 Group Grp Name Directory Number DN Enter new Parameter minimum value or q to quit old value min Refer to Table 2 2 and type a new minimum value and press Enter Proceed to Step 6 6 Enter new Parameter maximum value or q to quit old value max Refer to Table 2 2 and type a new maximum value and press Enter The screen f...

Page 46: ...it before new incoming calls receive network service 10 Queue Threshold 0 511 Number of calls which can be queued before incoming calls receive network service 11 Service Time 0 600 Number of seconds representing average call handling time for each ACD group 12 Number of Idle Agents 0 255 Number representing a weighting factor for idle agents used by Resource Index calculation 13 Most Idle Agent 0...

Page 47: ...ueue 2 before a T2 indicator appears on agent s telset 21 MSQS by Time in Queue 3 0 T2 5 2400 Number of seconds a call waits in Multi Stage Queue 3 before a T3 indicator appears on agent s telset 22 MSQS by Queue Size 1 0 2398 Number of calls in Multi State Queue 1 before a T1 indicator appears on the agent s telset 23 MSQS by Queue Size 2 0 T1 1 2399 Number of calls in Multi State Queue 2 before ...

Page 48: ... Enter to continue 3 Setting password for user maint Last successful password change for maint Mon Jan 4 15 24 21 1999 Choose password You can choose whether you pick your own password or have the system create one for you 1 Pick a password 2 Pronounceable password will be generated for you Enter choice default is 1 Complete one of the following steps a Type 1 and press Enter to pick your own pass...

Page 49: ...isted below Section 2 6 1 Node Configuration Section 2 6 2 Maintenance Modem Configuration Section 2 6 3 Tape Configuration Section 2 6 4 Multiport Serial I O Section 2 6 5 System Printer Configuration Section 2 6 6 Reset all External Displays Table 2 3 lists the port number assignments for the various DigiBoard multiport serial I O cards supported by VU ACD 100 Refer to this table when selecting ...

Page 50: ...A01 uppercase A indicates modem control Assign other devices to remaining ports 2 ttyb01 ttyb08 or ttyb01 ttyb16 Assign devices to any available port 3 ttyc01 ttyc08 or ttyc01 ttyc16 Assign devices to any available port 4 ttyd01 ttyd08 or ttyd01 ttyd16 Assign devices to any available port DigiBoard C CON 16 Concentrators Concentrator No Ports Notes 1 ttya01 ttya16 Always assign PAD to ttyA01 upper...

Page 51: ...ce must be programmed for the desired number of nodes Selecting Node Configuration from the Maintenance Menu prompts you to select from the available node types currently configured if the VU ACD 100 host is equipped with MultiLink Any node not currently configured will display the message Node Not configured Step Prompt Action 1 SYSTEM HARDWARE CONFIGURATION 1 Node Configuration 2 Maintenance Mod...

Page 52: ...on figuration parameter you wish to change and press Enter Steps below describe the procedures for changing each parameter listed in the Modify Configuration Menu 2 1 Node Description DMS 100 Type 1 and press Enter to change the Node Description Enter the Node Description Type a descriptive name for this node up to 20 alphanumeric characters and press Enter If you are using a Serial connection to ...

Page 53: ...r your LAN connection 9 MODIFY DMS NODE CONFIGURATION for Node n The PADs supported are 1 MEMOTEC 2 CX800 3 DCA 4 LAN Select option 1 if using a Memotec PAD Select the type of PAD Type the number corresponding to the type of PAD Connection used in this system and press Enter If you selected 4 LAN continue with next step or All other options go to Step 5 The View Modify DMS Node Configuration Menu ...

Page 54: ... 32 18 7 Userid Type 7 and press Enter to change the User Id 19 Enter the User Id 5 to 8 characters NOTE If the DMS switch has security enabled the user password entered in this step must match that contained in table OFCENG of the DMS Contact the switch supervisor for additional information on the DMS security feature Type the user identification and press Enter The View Modify DMS Node Configura...

Page 55: ...umber Type 12 and press Enter to change the Subpool number 29 Enter the Subpool Number 0 to 127 Type the subpool number and press Enter The View Modify DMS Node Configuration Menu reappears Choose another configuration parameter to change or proceed to Step 32 30 13 Subpool password Type 12 and press Enter to change the Subpool Password 31 Subpool Password 5 to 16 characters Type the subpool passw...

Page 56: ...alphanumeric characters press Enter to change the Node Description 3A 2 Port dev ttyi1A Type 2 and press Enter to change the PAD Port assignment 3B VIEW MODIFY 5ESS NODE CONFIGURATION for Node n NOTE Up to 4 Ports can be configured fro this node 5ESS Port n List of configured serial tty devices Note although configured devices may not be available to use Ensure that a serial device is available pr...

Page 57: ...tion parameter to change or proceed to Step 6 5A 4 Switch version number 12 13 Type 4 and press Enter to change the switch version number 5B Switch versions supported are 1 11 2 12 13 Select the Switch version Type the number corresponding to the desired switch version and press Enter The View Modify 5ESS Node Configuration Menu reappears Choose another node configuration parameter to change or pr...

Page 58: ...eric characters press Enter to change the Node Description 3A 2 Connection Type LAN Type 2 and press Enter to change the connection type LAN proceed to Step 3B To change from LAN to Serial connection proceed to Step 3C Not Applicable in v2 0 To quit this menu proceed to Step 4 3B Enter the TCP IP Port ID value of the MIS connection for the Net VU Server Acceptable values are between 1 and 65535 Re...

Page 59: ... for serial Net VU server connections Baud rates supported are 1 9600 Select the baud rate Type 1 and press Enter to select the only baud rate currently supported The View Modify Net VU Input Configuration Menu reappears Choose another node configuration parameter to change or proceed to Step 4 VIEW MODIFY Net VU NODE CONFIGURATION for Node n 1 Node Description Net VU 2 Connection Type LAN 3 TCP I...

Page 60: ...de Description 1 to 20 characters default InterLink Input Type a descriptive name for this node up to 20 alphanumeric characters press Enter to change the Node Description 3A 2 Connection Type Serial Type 2 and press Enter to change the connection type Serial or LAN To change from Serial to LAN connection proceed to Step 3B To change from LAN to Serial connection proceed to Step 3C To quit this me...

Page 61: ...ION ASSIGNMENT for NODE n Node Description InterLink Input Port dev ttyA13 Baud rates supported are 1 4800 2 9600 3 19200 Select the baud rate Type the number corresponding to the desired baud rate and press Enter The View Modify InterLink Input Configuration Menu reappears Choose another node configuration parameter to change or proceed to Step 4 4 Select a parameter to modify or q to quit Save t...

Page 62: ...ION ASSIGNMENT for NODE n Node Description InterLink Input Port dev ttyA13 Baud rates supported are 1 4800 2 9600 3 19200 Select the baud rate Type the number corresponding to the desired baud rate and press Enter The View Modify InterLink Input Configuration Menu reappears Choose another node configuration parameter to change or proceed to Step 4 4 Select a parameter to modify or q to quit Save t...

Page 63: ...nterLink Input Select an option or q to quit Type the number corresponding to the type of node to be configured and press Enter 2 To configure a DMS 100 node refer to the procedure described in Section 2 6 1 1 To configure a 5ESS node refer to the procedure described in Section 2 6 1 2 To configure a Net VU node refer to the procedure described in Section 2 6 1 3 To configure an InterLink Input re...

Page 64: ...ort dev tty1B Type 1 and press Enter to modify the serial port assignment for the remote maintenance modem 3B MAINTENANCE MODEM PORT ASSIGNMENT List of configured serial tty devices Note although configured devices may not be available to use Ensure that a serial device is available prior to assigning it ttyi1B ttyi2B ttyi2g ttyi2H Enter the serial port for the MODEM or q to quit Type the serial p...

Page 65: ... or q to quit disabling login on modem port opening port for communication Press Enter again to initialize the maintenance modem 6C modem configuration done Press ENTER to continue Press Enter The View Modify Maintenance Modem Configuration screen reappears Choose another modem configuration parameter to change or proceed to Step 6 7 VIEW MODIFY MAINTENANCE MODEM CONFIGURATION 1 Port dev ttyi2B 2 ...

Page 66: ...oduct Support Table 2 4 Tape Drive Configuration Parameters Tape Drive Type Capacity Mounting Type Controller Type SCSI ID LUN Notes Compaq SLR5 QIC 4 8 GB Internal SCSI 2 0 1 2 4 5 7 8 Compaq TurboDAT 4 16 DAT 4 GB Internal SCSI 2 or 4 0 6 Compaq TurboDAT Autoloader DAT 8 GB X 11 External SCSI 2 or 4 0 6 Mountain FileSafe 7500 QIC 525 MB External SCSI 2 0 1 4 5 Tandberg 130 422 QIC 525 MB Externa...

Page 67: ...tings has been installed in the host computer prior to installing the tape driver Step Prompt Action 1 SYSTEM HARDWARE CONFIGURATION 1 Node Configuration 2 Maintenance Modem Configuration 3 Tape Configuration 4 Multiport Serial I O Configuration 5 System Printer Configuration 6 Reset All External Displays Select an option or q to quit Type 3 and press Enter to select Tape Configuration 2 Enter the...

Page 68: ...rresponding to the SCSI host adapter installed in the VU ACD 100 host and press Enter 7 Which prefix host adapter supports this device Select 0 or enter q to quit The Host Adapter parameters will be automatically configured If the host is equipped with only one SCSI adap ter type 0 and press Enter Otherwise specify which adapter interfaces with the tape drive 8 What SCSI Bus is this device attache...

Page 69: ...00 or 8500 3 IBM rebadged EXABYTE 8 mm tape drive 8200 4 DAT drive Compressing and non Compressing 5 QIC Cartridge tape drive Please choose one of the above press Return for default or enter q to return to main menu If the host is equipped with a QIC tape drive type 5 and press Enter If the host is equipped with a DAT drive type 4 and press Enter 16 Tape Driver Successfully Configured Default spec...

Page 70: ...w unix on the boot file system Type y and press Enter 21 The kernel environment includes device node files and etc inittab The new kernel may require changes to etc inittab or device nodes Do you want the kernel environment rebuilt y n The kernel has been successfully linked and installed To activate it reboot your system Setting up new kernel environment Type y and press Enter 22 In order for the...

Page 71: ...re Utilities 4 System Logs 5 Load Management Limits 6 Change Maintenance Logon Password 7 System Hardware Configuration 8 Install a Software Update 9 Request Switch Initialization 10 5ESS Provisioning 11 List Logged In Users Select an option or enter q to quit To reboot the system type 2 and press Enter to select Shut Down ACD MIS UNIX System Refer to Section 2 1 2 2 for details about the reboot p...

Page 72: ... or enter q to quit Type 1 and press Enter 5 SCSI or Enhanced IDE Tape Drive Configuration Program 1 Install a SCSI Tape Drive 2 Install an Enhanced IDE Tape Drive 3 Remove a SCSI Tape Drive 4 Remove an Enhanced IDE Tape Drive 5 Change default Tape Drive 6 View Current SCSI and Enhanced IDE Tape Drive configuration Select an option or enter q to return to main menu Type 3 and press Enter 6 The cur...

Page 73: ...You must create a new kernel to effect the driver change you specified Do you wish to create a new kernel now y n Type y and press Enter 12 The UNIX Operating System will now be rebuilt This will take a few minutes Please wait Root for this system build is The UNIX Kernel has been rebuilt Do you want this kernel to boot by default y n Backing up unix to unix old Installing new unix on the boot fil...

Page 74: ...n or q to quit Type q and press Enter 16 MAINTENANCE MENU 1 Shut Down ACD MIS 2 Shut Down ACD MIS UNIX System 3 Tape Backup Restore Utilities 4 System Logs 5 Load Management Limits 6 Change Maintenance Logon Password 7 System Hardware Configuration 8 Install a Software Update 9 Request Switch Initialization 10 5ESS Provisioning 11 List Logged In Users Select an option or enter q to quit To reboot ...

Page 75: ...press Enter Or simply press Enter to accept the default name 3 Enter the backup device s cooked name default xct0 dev Type the cooked cartridge device name of the tape backup unit and press Enter Or simply press Enter to accept the default name The message shown as Step 4A only appears on systems configured with a Compaq TurboDAT Autoloader option that has been previously set as the default drive ...

Page 76: ...I Tape Drive option The drive being used for VU ACD 100 Data Management operations must be configured as the default Tape Drive using the Change default Tape Drive option To configure a new tape drive Select Configure SCSI Tape Drive Select Install a SCSI Tape Drive Follow documented instructions for adding a tape drive To change the default drive Select Configure SCSI Tape Drive Select Change def...

Page 77: ... Type a new boot string press Enter Proceed to Step 11 Refer to SCO Open Server documentation for information on modifying the boot string 3 Type rm and press Enter to remove the current boot string Proceed to Step 11 11 SCSI or Enhanced IDE Tape Drive Configuration Program 1 Install a SCSI Tape Drive 2 Install an Enhanced IDE Tape Drive 3 Remove a SCSI Tape Drive 4 Remove an Enhanced IDE Tape Dri...

Page 78: ... Tape Backup Restore Utilities 4 System Logs 5 Load Management Limits 6 Change Maintenance Logon Password 7 System Hardware Configuration 8 Install a Software Update 9 Request Switch Initialization 10 5ESS Provisioning 11 List Logged In Users Select an option or enter q to quit Type q and press Enter to exit maint IMPORTANT A reboot is not required when simply changing the default tape drive ...

Page 79: ...rt Interface MPI software MPI allows a user to selectively load several families of drivers Multiple driver families must be installed on VU ACD 100 hosts equipped with several types of DigiBoards MPI is initially installed via the VU ACD 100 Installation Program The VU ACD 100 host must be rebooted for DigiBoard configuration changes to become effective ACD MIS operation will be halted until the ...

Page 80: ...Software View Options Help All software on scosysv SCO OpenServer Enterprise System ver 5 0 6 Compaq Extended Feature Supplement ver 5 xx MenuPort Interface MPI Package ver 3 x x View All Total 3 Selected 1 Select Host Exit from the menu bar 3 RESTRICTED RIGHTS LEGEND Press any key to continue MenuPort Interface screen see Figure 2 2 Digi MenuPort Interface is launched Press Enter 4 Main Config In...

Page 81: ...ed 1 Board Type PC 8e 8K I O Address 0x320 Memory Address 0x0D0000 Asynchronous TTY Ports dev ttyi1a dev ttyi1h With Modem Control dev ttyi1A dev ttyi1H DigiPrint Ports dev pri1a dev pri1h With Modem Control dev pri1A dev pri1H IMPORTANT Refer to the DigiWARE documentation supplied with the Digi Board product for specific installation procedures when using the MPI interface Review the board config...

Page 82: ...ode file Installing dpa driver DPA driver configuration completed Please press any key to continue Press F5 to exit and save changes Press Enter 10 Configuring name device driver Creating Space c file Creating Master file Creating System file Major device number is No Creating Node file Removing name entries from etc ttytype Adding name entries to etc inittab and etc ttytype Installing name driver...

Page 83: ...ess Enter Press F4 to show the DIP Switch configuration settings for the selected board type When all changes have been made press F5 to exit and save changes 12 Sample Board Configuration Screen Xem Family Module Configuration PORTS Module 1 PORTS 16em Host Adapter ttyaxx Review the module configuration displayed on the screen Verify that the module or concen trator type is what is actually conne...

Page 84: ...Press Enter 16 MPI Configuration Menu MPI Main Menu Press Esc Press Esc Configuration changes won t take affect until the system is rebooted 17 SYSTEM HARDWARE CONFIGURATION 1 Node Configuration 2 Maintenance Modem Configuration 3 Tape Configuration 4 Multiport Serial I O Configuration 5 System Printer Configuration 6 Reset All External Displays Select an option or q to quit Type q and press Enter...

Page 85: ...ter Lpadmin Start scheduler Enable printer Accept printer Assign default printer Make parallel printer device Please enter the printer port number 0 or 1 Q q to Quit Warning messages indicate that the parallel port is active and accessible to other users Type the desired port number and press Enter to begin the printer maintenance sequence 3 Press ENTER to continue Press Enter 4 Parallel Port Init...

Page 86: ...dev lp0 Type in the IRQ interrupt for the parallel port and press Enter Proceed to Step 10 7 Please specify the start base address in hex or enter q to quit Type in the start address in hex 0xNNN and press Enter Proceed to Step 10 8 Which port would you like to remove 1 Parallel adapter 1 at address 378 37f dev lp0 Select an option or enter q to quit Type the number corresponding to the parallel p...

Page 87: ...inked kernel Press ENTER when ready Press Enter 14 SYSTEM HARDWARE CONFIGURATION 1 Node Configuration 2 Maintenance Modem Configuration 3 Tape Configuration 4 Multiport Serial I O Configuration 5 System Printer Configuration 6 Reset All External Displays Select an option or q to quit Type q and press Enter 15 MAINTENANCE MENU 1 Shut Down ACD MIS 2 Shut Down ACD MIS UNIX System 3 Tape Backup Restor...

Page 88: ...rnal Displays 2 This option is used to reset the External Display s the External Display process is temporarily halted until the External Display device s are physically reset after which the External Display process is re started Do you want to reset External Displays now y n External Display process suspended Reset the External Display s via the reset DIP switch then press Enter to restart the p...

Page 89: ...tialization 10 5ESS Provisioning 11 List Logged In Users Select an option or enter q to quit Type 8 and press Enter to select Install A Software Update 2 Software Update Installation SELECT FLOPPY DISK DRIVE 1 Drive A primary drive 2 Drive B secondary drive Please enter your selection or q to quit Type the number corresponding to the desired floppy drive and press Enter 3 Install a Software Update...

Page 90: ...n 2 SWITCH INITIALIZATION REQUEST MENU 1 Execute Switch Initialization Request Now 2 Schedule One Time Switch Initialization Request 3 Schedule Daily Switch Initialization Request 4 Cancel Scheduled Daily Switch Init Request Select an option or q to quit Type 1 and press Enter to select Execute Switch Initialization Request Now 3 Switch Initialization Request CAUTION This operation will temporaril...

Page 91: ...wn message sent to link_mux Done Press Enter to continue The initialization request is immediately sent to all nodes The following message immediately appears on all terminals Scheduled Switch Initialization Request being executed at this time Press Enter to exit this function and return to the Maintenance Menu ...

Page 92: ...d press Enter to select Schedule One Time Switch Initialization Request 3 Switch Initialization Request CAUTION This operation will temporarily stop communication between the ACD MIS and all Switch links in order to request new Switch initialization data Data collection and Real Time updates will be suspended until the communication is re established between the ACD MIS and the Switch links and af...

Page 93: ...the request and return to the Switch Initialization Request Menu 6 Switch Initialization Request scheduled for 05 30 A M tomorrow Warning commands will be executed using bin sh job 726165901 a at Fri Jan 08 05 30 00 EST 1999 Press Enter to continue Press Enter to exit this function and return to the Maintenance Menu The following message appears on all ter minals when the initialization process is...

Page 94: ...edule Daily Switch Initialization Request 4 Cancel Scheduled Daily Switch Init Request Select an option or q to quit Type 3 and press Enter to select Schedule Daily Switch Initialization Request 3 Switch Initialization Request CAUTION This operation will temporarily stop communication between the ACD MIS and all Switch links in order to request new Switch initialization data Data collection and Re...

Page 95: ...est scheduled daily at 05 30 A M CAUTION The system MUST be re booted for the scheduled request to take affect Use Maintenance Option 2 to re boot the system Press Enter to continue Press Enter to exit this function and return to the Maintenance Menu You must reboot the system to implement the daily initialization schedule To reboot the system select Item 2 from the Maintenance Menu Shut Down ACD ...

Page 96: ...hedule One Time Switch Initialization Request 3 Schedule Daily Switch Initialization Request 4 Cancel Scheduled Daily Switch Init Request Select an option or q to quit Type 4 and press Enter to select Cancel Scheduled Daily Switch Init Request 3 Cancel the Daily Switch Init request scheduled at 05 30 y n Type y and press Enter to cancel the scheduled initialization request Proceed to Step 4 or Typ...

Page 97: ...ering parameters in the 5ESS Provision Table 5ESS Refer to the Lucent Technologies 5ESS Call Center Survey and complete the survey forms in cooperation with the telco supplying 5ESS Centrex ACD services Retain a copy of the Survey Forms for final editing Obtain a listing of assigned switch indexes for all ACD entities from the telco Edit Survey Forms to include appropriate switch indexes Work with...

Page 98: ...5ESS Provisioning 11 List Logged In Users Select an option or enter q to quit Type 10 and press Enter to select 5ESS Provisioning 2 5ESS PROVISIONING 1 View Modify Provision Table Parameters 2 Probe the 5ESS 3 Audit the 5ESS Please enter your selection or enter q to quit To view or modify a provisioning table parameter type 1 and press Enter Refer to Section 2 9 3 To probe for provisioning paramet...

Page 99: ...continue or Type n and press Enter to return to the Mainte nance Menu 3 5ESS Provision Table Parameters 1 Terminal ACD Group ID 2 Agent ID PIN Range 3 Agent Position Range 4 Team Range 5 Queue Range 6 Class Range 7 Vector Range 8 Display Index 9 Telephone Number Range 10 Announcement Index Range 11 Vectoring Destination Range Select a provision table parameter or q to quit Refer to Table 2 5 and t...

Page 100: ...it Complete one of the following options 1 To add another record for this parameter type 1 and press Enter Repeat Steps 6 thru 8 2 To modify an existing record type 2 and press Enter Go to Step 10 3 To delete an existing record type 3 and press Enter Go to Step 11 4 To quit this function and return to the 5ESS Provision Table Parameters menu type 4 and press Enter Step 3 10 Selected Parameter Sele...

Page 101: ...es Vectors and agent positions 10 Announcement Index Range 1 3617 1 4095 This range of switch indices identifies recorded announcements 11 Vectoring Destination Range 1 2048 1 2048 This range of switch indices identifies TNs used in Vectors to redirect calls to arbitrary phone numbers Multiple ranges are supported per node Contiguous ranges are automati cally condensed into a single range When you...

Page 102: ...es cannot be probed for Terminal Group ID TGID and ACD Group Switch name Announcements CKW and LOB code ranges A probe of the following entities will also query associated information Probe For Associated Query For PINs Teams associated with PIN Agent ID assignments Teams Emergency Queues and Service Assistance Queues Queues Service Teams TNs Call Class Call Queue Vector and Agent PIN referenced b...

Page 103: ...1 2 to be probed or q to quit Type the number corresponding to the desired node and press Enter 4 5ESS PROBE for Node Name Node No Running the probe on node n Node Name This will take approximately 1 Agent PINs nn items hours minutes or seconds 2 Positions nn items hours minutes or seconds 3 Teams nn items hours minutes or seconds 4 Queues nn items hours minutes or seconds 5 Vectors nn items hours...

Page 104: ...Maintenance Guide Host DOS Step Prompt Action 5 5ESS resource probe Started host n node n Resource ID not found Resource ID found Probe completed Running time time Press ENTER to continue Press Enter to return to the 5ESS Provisioning Menu ...

Page 105: ...cal database and removes from the local MIS database any not found Press enter to continue Press Enter Step 3 only appears if more than one node is configured on the host 3 1 Node 1 name1 2 Node 2 name2 Select the node 1 2 to be probed or q to quit Type the number corresponding to the desired node and press Enter 4 Running the audit on node n Node Name This may take up to 1 Agent PINs nn items hou...

Page 106: ...ESS resource audit Started host n node n Resource ID not found Resource ID found Audit completed Running time time Press ENTER to continue Press Enter to return to the 5ESS Provisioning Menu NOTE Mismatched items discovered during the audit will appear as error messages in the System Log ...

Page 107: ...Logged In Users Select an option or enter q to quit Type 11 and press Enter to select List Logged In Users Step 2 only appears is the list of logged in users requires more than one screen for display Other wise skip to Step 3 2 The list of logged in users will be presented using the More command Press the SPACE BAR to scroll 1 page forward or press ENTER to scroll 1 line forward Press Q to quit di...

Page 108: ...1 01 06 07 54 54 202 7 cjm 00 008 LAN 44623 01 06 07 56 06 203 8 pcc 00 002 dev ttyi1b 01 06 07 56 25 Press ENTER key when ready FIGURE 2 3 SAMPLE LOGGED IN USERS SCREEN Data Fields Field Definition Pid UNIX process identification number Userid Internal ACD MIS user identification number Username ACD MIS user s login name Lang Identification code for user screen language 00 English Termid Internal...

Page 109: ...ACD 100 tape drive If a cartridge is in the tape drive backup occurs automatically If the tape drive is empty during an automatic backup attempt an error message appears in the Backup Log File and on the console screen Pressing the Esc key removes the message from the screen Always use the maximum size tape cartridge supported by your tape drive when performing a System Backup Refer to Table 2 1 f...

Page 110: ... and device configuration data have been entered into the system database Whenever significant changes have been made to the system configuration such as adding new nodes and or devices increasing agent capacity installing a maintenance release or upgrading to a new feature version The System Backup facility is accessed through the VU ACD 100 Maintenance Menu Refer to Section 2 2 for details on us...

Page 111: ...ve dust and debris Use cotton swaps dipped in isopropyl rubbing alcohol to clean the keycaps 3 1 5 2 Cabinet Exteriors The exterior surfaces of the host and remote terminal CPUs printers modems and external displays can be wiped clean with a cloth dampened with mild detergent dish washing liquid Finish cleaning by rubbing the surfaces with a dry lint free cloth Never spray cleaning solutions on or...

Page 112: ...DE2 NODE3 etc Event log logs all call event activity The Event Log contains a daily log of the ACD events sent by ACD switch es Net VU servers and or other VU ACD 100 hosts to the ACD MIS Event Logs are only recorded by the VU ACD 100 when Event logging is enabled Schedule Change Log optional logs all agent scheduling activity on systems equipped with the Adherence To Schedule option Each log entr...

Page 113: ...ts Without MultiLink VU ACD 100 constantly monitors the status of the data link between the ACD MIS and Centrex ACD switch Net VU server or other ACD MIS host If the data link fails a message appears on the Real Time Display of the host and all remote terminals The information also appears on the System Log File and the Link Log The message contains the time and date when the data link communicati...

Page 114: ...message showing the actual percent used appears Disk Space Warning Level 1 77 Press Esc key to continue The system continues to receive process and store incoming data When disk space drops below 75 filled the following message appears Disk Space Usage Acceptable Again 68 Press Esc key to continue Level 2 When the disk reaches 85 filled capacity the following warning message showing the actual per...

Page 115: ...SECONDS TO SHUT DOWN MESSAGE IS BROADCAST TO ALL TERMINALS FOLLOWING SHUT DOWN INCOMING ACD MIS DATA WILL BE LOST 3 2 3 3 Load Management Message DMS 100 A message is broadcast to all VU ACD 100 terminals when a Load Management macro is executed The message confirms that the macro ran and identifies the number of commands accepted and rejected by the DMS 100 Failure messages related to the macro a...

Page 116: ...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 W...

Page 117: ...he temp files can be deleted using Windows 98 Me NT 2000 XP Explorer 3 3 1 Disk Usage Host The Disk Usage option under the VU ACD 100 Data Management Menu lists the hard disk space used for the root and u file systems The root file system contains the SCO OpenServer operating system and generally does not grow to require additional space on the disk The u file system contains the VU ACD 100 databa...

Page 118: ...0 System Administration Guide lists the reports affected when interval data is removed Review this appendix carefully to learn of the impact on reports when interval data is removed Before removing data from the database print out any required reports for data in the range that is to be removed VU ACD 100 will not allow deletion of data from the current month or from previous months that have not ...

Page 119: ...Otherwise they remain in the Windows temp directory To generate reports the VU ACD 100 downloads report database tables to the client Files may or may not be overwritten depending on the type of report and refresh rules established to control data requirements The user must periodically review and purge unnecessary temp files to prevent excessive disk usage which may inhibit report generation Refe...

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Page 121: ...es of system malfunctions 4 1 1 Problem Identification Most of the problems reported to Perimeter Technology Product Support reflect the inability of the user to successfully interpret the data displayed and reported by the VU ACD 100 Another class of problems are associated with installation and upgrades These problems include Data link problems X 25 PAD programming link modem configuration cabli...

Page 122: ...ent System host problems Internet link access problems Net VU 4 1 2 2 Internal Causes Internal causes of malfunctions include Insufficient agent option licensing of VU ACD 100 host application Switch InterLink initialization problems Incorrect SCO OpenServer kernel parameters mismatched devices corrupted hard disk files Incorrect SCO TCP IP configuration LAN Connectivity System database errors mis...

Page 123: ...es symptoms and solutions by category to assist your troubleshooting efforts Although comprehensive this table does not provide every possible symptom or solution Its intent is to help identify the most common failures known to occur within each category Table 4 1 uses the following abbreviations in the reference column Abbreviation Title Part No Adhere VU ACD 100 Adherence To Schedule Reference G...

Page 124: ...odem View status indicators on modem to see if data is being transmitted and received c Check hardware connection from DigiBoard to link modem d Verify modem operation at AIU e Verify modem configuration f Request Switch Initialization Maintenance Menu g Contact AIU technician and verify MIS link operation to VU ACD 100 host h Check System Process Log to verify that the attfed process is running T...

Page 125: ...equired verify that the security device has the Enhanced FMS and or Schedule Port options enabled d Run diagnostic utilities to verify FMS host operation a Install Sec 2 14 b Admin Sec 2 5 c User Sec 3 1 4 d FMS User Guide InterLink Unable to communicate with other VU ACD 100 host a Check datacomm cable connection between VU ACD 100 hosts Verify that data is being transmitted across serial ports o...

Page 126: ...all Sec 2 11 OEM Printer Manual b Contact LAN adminis trator Real Time Display ACD Groups Subgroups Agents do not appear on screen a Login as Superuser b Check System Permissions for affected user s c Use View System Process Log Administration Menu to check for disp process errors d Enable fedlogs Maintenance Menu for checking data stream a User Sec 1 12 b User Sec 10 c Admin Sec 2 4 d Maint Sec 2...

Page 127: ...ta appears in reports for all groups a Check Permissions for affected user s b Verify Time Value For Archive Data settings c Run several reports for different dates verify when problem began d Check System Log for sdb_process errors Administration Menu e Enable fedlogs and request Switch Initialization Maintenance Menu f Review DMS Link Log Maintenance Menu g Verify sdb_process is archiving data P...

Page 128: ...if DMS 100 datafill or 5ESS provisioning changes have been made to ACD Group Team assignments i Verify dmsfed is correctly parsing data for affected group team Perimeter Technology Product Support a User Sec 4 User Sec 5 WinReports b User Sec 10 c Admin Sec 3 5 d Admin Sec 2 4 e Maint Sec 2 3 4 Maint Sec 2 8 f Maint Sec 2 3 3 h Maint Sec 4 2 4 3 i Product Support Unable to log into ACD MIS a The s...

Page 129: ...s a downstream processor The MPC data link utilizes Network Operations Protocol NOP to establish and maintain an X 25 packet connection to the Packet Assembler Disassembler PAD associated with the VU ACD 100 host DMS 100 datafill changes to Directory Numbers ACD Groups and agent posi tions will impact data already stored on the VU ACD 100 system In MultiLink configurations up to twenty data links ...

Page 130: ...sions The outgoing buffer stores replies and requests that are made by the ACD MIS downstream processor VU ACD 100 Provisioning If ACD_MIS_OUT_EVENT_BUFFER_SIZE is set to the maximum value of 200 the buffer can contain up to 150 queued replies and requests If the buffer is underprovisioned event messages are discarded when an attempt is made to add a message to a full queue Any non zero value in r...

Page 131: ...ACD MIS use remote operations RO there may be situations where ACD MIS does not support 32 sessions for NT 40 and 60 sessions for SuperNode Specifically the maximum number of ACD MIS sessions allowed on a switch is equal to the number of MAX_ACDMIS_SESSIONS or NOS_QUANTITY_OF_SVCS minus the number of active RO sessions which are not ACD MIS related There is no dependency between MAX_ACDMIS_SESSION...

Page 132: ... type RWOK ON CHA and press Enter n the quantity of SVCs currently set in the switch Type a new value 0 thru 60 and press Enter Type Y and press Enter to confirm the new value NOTE You must perform a warm restart to enable a change made to the NOS_QUANTITY_OF_SVCS parameter Step 8 3 ACD_MIS_OUT_EVENT_BUFFER SIZE n PARMVAL n TUPLE TO BE CHANGED NOS_QUANTITY_OF_SVCS n ENTER Y TO CONFIRM N TO REJECT ...

Page 133: ...number of simultaneous ACD MIS sessions currently supported in the switch To change this value type CHA and press Enter Type a new value 0 thru 60 and press Enter Type Y and press Enter to confirm the new value 7 To exit from Table OFCPOT type QUIT and press Enter Perform Step 8 only if NOS_QUANTITY_OF_SVCS and or MAX_ACDMIS_SESSIONS parameter has been changed Performing a warm restart of the syst...

Page 134: ...e data link can be configured and datafilled This section describes the restrictions that apply specifically to an ACD MIS data link For further information about restrictions and limitations that apply to a specific data table refer to NTP Common Customer Data Schema 297 1001 451 4 2 3 2 Multi Protocol Controller MPC An NT1X89AA MPC circuit pack provides the interface for an ACD MIS data link to ...

Page 135: ...n fail 4 2 3 6 Network Operations Protocol When data pass between the DMS 100 and an ACD MIS application using the network operations protocol NOP a switched virtual circuit SVC is used A period of data transmission using an SVC is called a session Maximum Number of Sessions You can assign up to 15 sessions to a DMS 100 by datafilling the NOS_QUANTITY_OF_SVCS office parameter Types of IODs Only on...

Page 136: ...ble MPCLINK identifies that the X 25 layered protocol is used in the multi protocol controller to establish and maintain links and conversations Table MPCLINK now extends the range of field protocol to include the 1984 protocol X2584 Datafill Table MPCLINK according to NTP Common Customer Data Schema 297 1001 451 Once an MPC link is datafilled it will appear offline OFFL rather than unequipped UNE...

Page 137: ... Table NOPADDR defines valid addresses from which NOP can accept calls Datafill table NOPADDR according to NTP Common Customer Data Schema 297 1001 451 A datafill example of Table NOPADDR follows TABLE NOPADDR INDEX UNIT LINKADDRESS PROTOCOL 00 3 12345678 0000 4 2 4 5 Table ACDMISSP Table ACDMISSP establishes subpools and their associated pools and passwords Datafill Table ACDMISSP according to NT...

Page 138: ...a legal user pool name assigned in the CI command PERMIT PASSWORD 5 8 alphanumeric characters Enter the password associated with the pool PROTOCOL BCSnn Enter the BCS cycle in which the protocol was implemented OUTEVENT 10 200 Enter the size of the ACD MIS Outqueue on a per session basis The default is set equal to the current value of office parameter ACD_MIS_OUT_EVENT_BUFFER_SIZE NOTE OUTEVENT c...

Page 139: ...ter the name of the customer group to which the ACD group belongs OPTION ACDMIS ACD management information system NOTE If ACDMIS is selected the following fields are presented POOL 1 16 characters Enter the pool name associated with the ACD group SUBPOOL 1 16 characters Enter the subpool name associated with the ACD group and pool MISOPT DEFLOB LOBVAL WALKAWAY Specify the default Line Of Business ...

Page 140: ...aracters The name of the ACD Group from Table ACDGRP SUBGROUP 1 255 Supervisor subgroup number RECORDER CHOICE Customer supplied equipment for recording emergency calls RECORDER consists of fields CHOICE and either CLLI or LEN If the RECORDER option is specified the following fields are presented CHOICE LINE TRUNK NONE The type of interface supplied to the auxiliary device If the LINE option is sp...

Page 141: ...tafill Table ACDRTE according to NTP Common Customer Data Schema 297 2001 451 Table 4 7 lists the field names and parameters for Table ACDRTE Table 4 7 Table ACDRTE Parameters Field name Value Comments ACDGROUP 1 16 alphanumeric characters The name of the ACD Group from Table ACDGRP OPTNAME OVFL NSAUDIO CIFROUTE FIAUDIO FOAUDIO Enter the desired option name OPTION OVFL Indicates up to four destina...

Page 142: ...er for an ACD group Each of the 256 ACD Groups can be assigned one primary ACD directory number and 16 ACD supplementary numbers Each supplementary DN will have associated with it a call priority to indicate the priority of all calls terminating on that DN Datafill Table WRDN according to NTP Common Customer Data Schema 297 2102 451 A datafill example of Table WRDN follows TABLE WRDN DNNM DNRESULT...

Page 143: ...1AA ACD Management Reports Two Way Data Stream 3 The following tables must be datafilled according to the engineering specifications for the office Table MPC Table MPCLINK Table GDLADEV Table NOPADDR Table ACDMISSP Table ACDMISPL Table ACDFRP Table ACDSGRP 4 Verify that the parameters used by the ACD MIS data link are correctly entered in Tables OFCENG and OFCOPT 5 Activate the ACD MIS data link A...

Page 144: ...ndicators For MPC Link Occupancy Group Register Log Reports MPCBASE MPCNSOK MPCNSMBU MPCNSSBU RESETL2 RESETL3 CONVESTB CONVIREF CONVERR LOSTMSGS L2UDSIN L3UDSIN L2UDSOUT L3UDSOUT FCTRLDEL BDAPPERR MPC905 MPC903 MPC904 MPC102 MPC103 None MPC101 MPC102 MPC102 None None None None None MPC103 MPCLINK2 L2PABORT L2PSYNC L2PDOWN L2PHWERR L2LSETUP L2LDISC L2LDOWN L2LACKTO L2LXMIT L2LRCV L2LRXMIT L2LLVIO L...

Page 145: ... call volume warrants operating at 9600 bps Experience with MPC and EMPC data links indicates that the frequency of error correction failures increases dramatically at 9600 bps Two MPC links are provided for each MPC card however ACD MIS and NACD applications use only one link for each card Multiple links require translations datafill and ACD configuration changes because ACD link partitioning is ...

Page 146: ...the switch server database and not on the local ACD MIS database When differences arise between the MIS and switch server databases the VU ACD 100 5ESS audit and probe functions help synchronize the MIS database with the 5ESS switch engine 4 3 1 Probe Function The Probe function queries the 5ESS switch for each index within the ranges specified in the 5ESS Provisioning Table A probe determines whe...

Page 147: ...ge Verify Maintenance Menu ACD MIS Database 5ESS Probe Audit Audit AIU Net VU Web Server FIGURE 4 1 5ESS COMPONENTS OF THE VU ACD 100 MIS DATABASE Table 4 9 5ESS Provisioning Table Resources 5ESS Resource Probe Audit TGID and ACD Group IDs No Range of agent PINs Yes Range of telset positions numbers Yes Range of Team numbers Yes Range of Call Queue numbers Yes Range of Call Class numbers Yes Range...

Page 148: ... the ACD MIS host communicates over LAN media to other clients The VU ACD 100 host and other equipment must be configured with recommended and supported Network Interface Cards NICs for communication over either thinwire coax Thin Ethernet 10BASE2 or Twisted Pair Ethernet Token Ring Category 3 5 10BASE T 802 5 media 4 4 1 1 Intermediate Routers In medium to large LAN installations 20 workstations ...

Page 149: ...ne To ping the host or a remote terminal type the following command DOS C NET ping nnn nnn n nn Enter UNIX root ping nnn nnn n nn Enter where nnn nnn n nn dotted decimal IP address of the destination If you don t know the VU ACD 100 host IP address use the TCP IP default host address 127 0 0 1 This will at least confirm that the host can communicate over the LAN NETSTAT This command when issued at...

Page 150: ...support TCP IP communications 4 4 3 1 Host TCP IP OpenServer LAN Connectivity requires the configuration of SCO TCP IP software included with SCO OpenServer Release 5 Enterprise System During TCP IP configuration a server name should be entered that uniquely identifies the ACD MIS server The IP address and other TCP information associated with the ACD MIS server should be referenced whenever LAN t...

Page 151: ...orks refer to the following books Comer Douglas E Internetworking With TCP IP Volume I Principles Protocols And Architecture Englewood Cliffs NJ Prentice Hall Inc 1995 ISBN 0 13 216987 8 Martin James and Leben Joe TCP IP Networking Architecture Administration and Programming Englewood Cliffs NJ Prentice Hall Inc 1994 ISBN 0 13 642232 2 ...

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Page 153: ...n each event message PDN PDN or PDN SDN combination When a new PDN is encountered in the group prefix the data is stored as an unknown group until initialization data is received from the DMS 100 Reinitialization can be triggered at the DMS 100 or from the VU ACD 100 Maintenance Menu A reinitialization causes the loss of data and should be performed during off peak traffic hours to minimize disrup...

Page 154: ...group agent position parameters The design of the VU ACD 100 ACD MIS assumes that PDNs and SDNs will not be frequently reassigned In Centrex ACD applications calls are normally redirected via queuing and routing functions These functions offer greater latitude in tracking and handling the call Reassigning DNs creates immense problems for the ACD MIS when tracking and reporting call events Adding o...

Page 155: ...n ACD Group report for the desired PDN MultiLink requires that an ACD Group Primary DN be associated with only one switch node 5 1 3 Agent Positions An agent position is created by installing appropriate hardware Centrex line and telset and datafilling DMS 100 tables The DMS 100 tables cross reference the line circuit and telset profile with a position number Initialization data from the DMS 100 i...

Page 156: ...S 30 to BCS 36 and some features of BCS 42 The data link between each DMS 100 and VU ACD 100 host is sourced by a Multiple Protocol Controller MPC or Enhanced Multiple Protocol Controller EMPC card in the switch Datafill in the DMS 100 determines the MIS content of the MPC or EMPC based on BCS version For example a DMS 100 running BCS 35 can be set to filter the MPC data link indicating BCS 33 eve...

Page 157: ...ist of a series of requests and are a convenient way to implement a series of Load Management changes on demand or at a specified time of day day of week Macros can be scheduled to run immediately hourly daily monthly once only or when a preset condition is met Changing several switch parameters in a single macro should only be attempted by users thoroughly familiar with DMS 100 table driven switc...

Page 158: ...esign of the VU ACD 100 assume that Centrex ACD services are being provided directly from a DMS 100 switch to the Call Center see Figure 5 2 This basic configuration assumes a direct line connection from an agent telset to the DMS 100 The DMS 100 is solely responsible for routing and queuing incoming calls Some Centrex ACD configurations place an End Office EO between the Call Center and the DMS 1...

Page 159: ...7 VU ACD 100 Maintenance Guide Host DOS Configuration Changes DMS 100 ACD Server Agent Telsets Incoming Calls ACD MIS Host ACD MIS Data Link PAD Call Center FIGURE 5 2 DMS 100 TO CALL CENTER CONFIGURATION ...

Page 160: ...e Guide Host DOS DMS 100 ACD Server Incoming Calls ACD MIS Data Link End Office Incoming Calls Potential For Network Blocking ACD MIS Data Link Agent Telsets ACD MIS Host PAD Call Center FIGURE 5 3 DMS 100 TO END OFFICE TO CALL CENTER CONFIGURATION ...

Page 161: ...Host DOS Configuration Changes DMS 100 ACD Server Incoming Calls ACD MIS Data Link Auto Attendant Transfer Calls Calls Offered Agent Telsets ACD MIS Host PAD Call Center FIGURE 5 4 DMS 100 TO AUTO ATTENDANT TO CALL CENTER CONFIGURATION ...

Page 162: ... added or removed at the 5ESS switch but remain untrackable by the VU ACD 100 until the local 5ESS Provisioning database is updated either automatically via the probe tool or manually through editing database tables via VU ACD 100 For Windows Recent Change Verify A switch initialization must be performed before new 5ESS ACD entities can be displayed and reported Unlike the DMS 100 the 5ESS does no...

Page 163: ...be incorporated in a Vector script Up to 15 steps can be included in a Vector Vectors can also be chained to create more complicated scenarios 5ESS Vector programming requires considerable interaction between the call center administrator and the telco Planning for a 5ESS interface should include sufficient time to develop and test individual Vectors prior to full deployment Table 5 1 Vector Call ...

Page 164: ...co forms the basis for creating the local Provisioning database The local database is synchronized with the 5ESS Switch Database via probe and audit tools in the RC V programs The AIU database controls access to the 5ESS through the assignment of MIS links to the VU ACD 100 host AIU programming is under control of the telco and cannot be accomplished via the VU ACD 100 RC V function Call Queue Cal...

Page 165: ...en the user makes a change a change request message is sent to the 5ESS 5 The switch returns a status message after the request has been processed Data contained in the response appears on the RC V screens and is written to the local provisioning database The 5ESS knows nothing about subgroups Changes to Subgroups do not require sending RC V messages to the switch The 5ESS Provisioning database ma...

Page 166: ... The Maintenance Menu includes a System Hardware Configuration Node Configuration option An installer can configure up to four serial ports for interface with 5ESS Releases 11 12 or 13MIS links from an AIU Releases 11 13 support 10 digit telephone numbers The interface ports can be assigned to a single Terminal Group ID through an AIU for automatic redundant link operation Multiple ports constitut...

Page 167: ...itch es and or Net VU servers to the primary VU ACD 100 host is increased Each secondary VU ACD 100 host would also contain the same report data provided that the shifts and archive schedules on the all hosts in the configuration are identical The VU ACD 100 System Planning Guide offers several examples of InterLink configurations and explores licensing issues affecting each host in a configuratio...

Page 168: ...quirements in InterLink VU ACD 100 environments User Groups can be set up with only the ACD Groups Teams of interest for assignment to a particular InterLink output via VU ACD 100 User Group Administration Each InterLink Output can be associated with one User Group and one Primary Directory Number PDN The PDN can service multiple ACD Groups Teams System descriptions including ACD Group Team and Su...

Page 169: ... of remote terminals printers modems and other devices beyond those published for large VU ACD 100 host configurations InterLink allows the daisy chaining of switch data streams interfaced to one host to other VU ACD 100 hosts for display and report processing Each host retains control of device configuration and user access permission for devices connected to it The effectiveness of this scheme i...

Page 170: ... cards DigiBoards expand the port capacity of the host in 8 port and 16 port increments At least one 8 port DigiBoard must be installed in the host If no serial port is available another Digi Board must be added to the host configuration The following guidelines apply when adding another DigiBoard to the host A physical slot must be available on the host motherboard to accommodate the new DigiBoar...

Page 171: ...nected Host Installation Guide 3 Complete and test a datacomm cable connection between the DigiBoard and the remote terminal Host Installation Guide 4 Install the remote terminal and VU ACD 100 application software Install a local printer connected to the parallel port of the remote terminal if desired Installation Guide Release Notes Rem Terminal Software VU ACD Windows Installation Guide 5 At th...

Page 172: ...ation software Install a local printer connected to the parallel port of the remote terminal if desired Host Installation Guide Release Notes Rem Terminal Software VU ACD Windows Installation Guide 7 At the VU ACD 100 host use the VU ACD 100 Maintenance Menu to update the security device via floppy disk The update increases the number of remote terminals that can be supported by the host Maintenan...

Page 173: ... 4 Install an NIC supported by the client kit in the remote terminal Attach the LAN media to the NIC Host Installation Guide 5 Install Winsock TCP IP Transport software on the remote terminal Windows 98 Me NT 2000 User s Guide 6 Install the VU ACD 100 For Windows software and configure the terminal for LAN operation Record the Service Number assigned to this remote terminal for later reference App...

Page 174: ... Reports Guide 5 5 2 5 External Display Step Description Reference 1 Assign the serial port on the DigiBoard to which the external display will be connected Host Installation Guide 2 Complete and test a datacomm cable connection between the DigiBoard and the external display and or remote terminal External displays can be wired in star or daisychain confi gurations to the host An external display ...

Page 175: ...5 5 2 7 Printer Modem Send Output To Dial Up Serial Printer Step Description Reference 1 Assign the serial port on the DigiBoard to which the printer modem will be connected Host Installation Guide 2 Preconfigure and install the printer modems at the host and printer Host Installation Guide OEM Modem User Gd 3 Use straight thru cables to connect the printer modems to the serial ports on the host a...

Page 176: ...t create and send a report to the fax modem Verify that connection is made and the report printed at the fax machine IMPORTANT VU ACD Windows reports cannot be sent to a modem connected to the VU ACD 100 host VU ACD User s Guide 5 5 2 9 Fax Print Modem Send Output To Fax Machine Or Dial Up Serial Printer Step Description Reference 1 Assign the serial port on the DigiBoard to which the fax print mo...

Page 177: ...tion Guide 2 Preconfigure and install the Force Management System host FMS Documentation Set 3 Install a serial datacomm connection between the VU ACD 100 host and the FMS host or between the VU ACD 100 remote terminal and the FMS host FMS Documentation Set Host Installation Guide 4 Use the VU ACD 100 Device Configuration screen to configure the new FMS port System Administration Gd 5 Configure th...

Page 178: ...ut IMPORTANT To enable output the security device must be programmed to allow an InterLink output port to be assigned For additional information contact Perimeter Technology Product Support Host Installation Guide 2 Install a serial datacomm or LAN connection between the VU ACD 100 host with the InterLink output and the VU ACD 100 host which will receive the data Host Installation Guide 3 Use the ...

Page 179: ...ing print jobs queued or in progress log in as Superuser and view the Print Queue Verify that no print job is queued to the device you intend to remove from the configuration Remove the device from the system configuration via the Device Configuration screen refer to the VU ACD 100 System Administration Guide Removing a remote terminal printer or standalone printer causes all report groups assigne...

Page 180: ...ice and modifying node configurations Step Description Reference 1 Preconfigure and install appropriate datacomm equipment at the host Host Installation Guide 2 Verify that the host security device will accept an additional node configuration If necessary update security device via floppy diskette The update increments the number of supported data links Security Device Update Procedure shipped wit...

Page 181: ...rimeter Technology Customers are urged to upgrade to the current Feature Version to maintain full compatibility with ACD switch and personal computer architectures A Maintenance Release is designed to be installed on an existing VU ACD 100 system usually without modification to the current host personal computer The release is normally provided on floppy diskette media but a CD ROM or cartridge ta...

Page 182: ...the Release Notes when installing the upgrade The Release Notes also document the list of features and fixes contained in the release Review the Release Notes for any impact which the upgrade will have on your system prior to initiating an upgrade Each Feature Version includes change pages and or new technical publications required to install operate and maintain the system ...

Page 183: ...a from the DMS 100 switch edisp External Display update process fedin Accepts fedlog data from a fedout process output by another VU ACD 100 host InterLink option fedout Outputs fedlog data to a fedin process on another VU ACD 100 host InterLink option lan_serv Supports communication with LAN Local Area Network remote terminals link_mux Combines output from multiple dmsfed processes to form a comp...

Page 184: ...m database program that stores fedlog data for sdb_process server Interface process between disp and real time memory start Starts all VU ACD 100 processes store Data Management program that stores report data on backup media vustop VU ACD 100 process shutdown utility win_config VU ACD for Windows configuration message handler win_disp VU ACD for Windows terminal interface win_ldmgmt VU ACD for Wi...

Page 185: ...e processes A 1 Maintenance Utilities 2 1 thru 2 90 maintenance requirements 1 1 thru 1 5 manual startup 2 8 MenuPort Interface 2 61 thru 2 66 Multi Protocol Controller MPC 4 14 office parameters 4 9 Product Support 1 2 security device 5 3 shut down 2 4 2 5 Shutdown ACD MIS UNIX 2 5 2 6 2 7 switch initialization 2 72 thru 2 75 system printer configuration 2 67 2 68 2 69 system processes A 2 system...

Page 186: ...ting 4 1 thru 4 31 D DAA see Direct Agent Access DAT drive cartridge capacities 2 9 cleaning requirements 3 3 Compaq TurboDAT Autoloader 2 57 2 58 Data link 5ESS 5 14 AIU 5 10 BCS version 5 4 configuration changes 1 3 datafill 4 14 thru 4 22 Event Log 3 4 InterLink 5 17 interruption alarm 3 5 3 6 logs 2 20 maximum capacity 4 25 performance indicators 4 24 4 25 troubleshooting 4 4 Data Management L...

Page 187: ...l causes 4 2 overview 1 2 questions 4 2 Fax adding fax modem 5 24 removing 5 27 troubleshooting 4 5 Feature packages DMS 100 4 23 5 4 Feature Version ACD MIS 1 5 5 29 5 30 fedlog see Event Log fedlogs 2 21 thru 2 24 File Maintenance 3 9 3 10 3 11 Data Management Menu 3 9 overview 1 2 store retrieve report files 3 10 filesystem root and u 3 9 Floppy disk 3 3 FMS see Force Management System Force Ma...

Page 188: ...Switch Initialization 2 72 2 73 Reset All External Displays 2 70 software updates upgrades 1 5 system backup restore 3 2 system logs 2 17 system printer configuration 2 67 2 68 2 69 tape drive configuration 2 48 thru 2 60 troubleshooting 1 2 4 1 thru 4 31 Maintenance Administration Position MAP terminal 4 23 5 1 Maintenance Menu 2 61 5ESS Provisioning 2 79 thru 2 88 access to 2 1 2 2 Change Mainte...

Page 189: ...ation 2 31 2 34 thru 2 37 link occupancy 4 25 MultiLink configurations 4 9 PAD see Packet Assembler Disassembler Parallel printer port 2 67 2 68 2 69 Password create change maint logon password 2 30 PAD configuration 2 36 PC 8e 2 32 Personal Identification Number PIN 5 4 PIN see Personal Identification Number PING TCP IP 4 29 Pool name password 2 37 PORTS Modules 2 32 Preventive Maintenance cable ...

Page 190: ...I 2 48 thru 2 60 Software configuration changes 1 3 Digi MenuPort Interface 2 61 feature version 5 29 5 30 host updates 2 71 Install A Software Update 2 71 license agreement 1 2 maintenance release 5 29 MenuPort Interface 2 62 thru 2 66 updates upgrades 1 5 Startup system 2 8 Subgroups 5 4 Subpool name number password 2 37 Supplementary directory numbers 4 22 5 1 Supporting Team 1 4 SVC see Switch...

Page 191: ...hone Numbers TNs 2 84 5 14 Temp files 3 11 Terminal Group ID TGID 2 84 4 3 5 10 5 14 TGID see Terminal Group ID ThinWire Ethernet 4 28 Threshold routing 4 21 Time Value For Archive Data 5 2 TN see Telephone Number Token Ring 1 5 4 28 5 17 Training 1 2 1 5 Transfer call data 3 10 5 6 Troubleshooting 5ESS provisioning 4 4 4 26 4 27 check list 4 4 thru 4 8 corrective maintenance 3 4 data link transla...

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