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Nortel Networks DMS/MSL-100 User's Manual

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1. MS DOS Prompt Result The MS DOS Prompt window appears Symposium and DMS MSL 100 Switch Guide 89 Verifying the configuration Standard 1 0 2 Type the following text route add p cmipaddr route where cmipaddr is the actual IP address of the server in Symposium Call Center Server and route is the IP address of the nearest router or ICM link on the EIU Logon failure If the logon process is incorrectly configured Symposium Call Center Server is unable to log on to the switch and the server cannot acquire CDNs phonesets or voice ports These resources display the status Acquire Failed in the CDNs Phonesets and Voice Ports windows on Symposium Call Center Server 90 Symposium Call Center Server April 2004 Verifying the configuration Verifying ACD groups and subgroups Introduction To verify that ACD groups and subgroups are correctly defined use the ACDSHOW utility Before you begin Before verifying the ACD configuration you must log on to the switch from a MAP terminal with a user ID that has the privilege levels required to access the ACDSHOW utility To verify ACD configurations Check the ACD configuration using the ACDSHOW command For more information about this command refer to the Translations Guide Ensure that the following conditions have been met for each ACD group to which ACD DNs phonesets and agents are assigned a The AGTASSN option is enabled a The Var
2. ICM security 39 logon parameters 85 DN supplementary 67 DNISs configuring on server 68 verifying configuration 99 verifying configuration sample script 100 DNs configuring 66 E emergency notification of supervisors 107 G groups for phonesets 60 H Hold UnHold no activity on Agent RTD 109 reporting 12 iButton 12 ICM link verification 89 LinkPlexer 17 105 multiple applications 105 ICM security DMS password 39 linkset name 39 remote host IP address 39 IDs configuring for agent logon 76 configuring for logon 76 L LinkPlexer 17 105 linkset name ICM security 39 138 Symposium Call Center Server April 2004 Index logon agents or supervisors unable to log on 107 failure 90 server configuring switch 38 troubleshooting 103 logon configuring entering and editing table data 42 introduced 40 printing table data 42 logon IDs configuring 76 configuring for agent 76 logon parameters Business Group 85 DMS password 85 MBG 85 Network Node 84 Service ID 85 service version 86 MBG logon parameters 85 music and RAN routes verifying configuration 97 verifying configuration sample script 97 N Network Node logon parameters 84 P phoneset keys configuring for agent 69 configuring for supervisor 74 phonesets ACD groups configuration 60 configuring for agent on the server 72 configuring for agents 71 configuring for supervisor 74 config
3. 3 Enter the numeric ID that the agent uses to log on to the phoneset Result The CUSTSEL prompt appears 4 Type N and press Enter Result The PSWDSEL prompt appears 76 Symposium Call Center Server April 2004 Configuring the switch 5 Type N and press Enter Result The OPTION prompt appears 6 Select the VARWRAP option Result The VARWRAP prompt appears 7 When an agent releases a call the Variable Wrap feature prevents another call from being presented to the agent for a specific period of time You must select the Variable Wrap feature and define TIMER the length of the wrap period in seconds If TIMER is set to a value greater than zero 0 once an active call is released the agent is not available to receive any new calls for the length of time specified If TIMER is set to the value zero 0 once the active call is released the agent immediately becomes available to receive new calls If you do not configure Variable Wrap on the switch the Release Guard feature is enabled Release Guard prevents calls from being presented to the agent for 1 second after an active call is released Result The FORCING prompt appears 8 Set FORCING to NONE Result The utility prompts you to save the new agent login ID 9 Type Y and press Enter 10 Repeat steps 2 through 9 for each agent login ID that you want to define 11 To exit from the table type quit and press Enter Configuring agents on the server Aft
4. April 2004 Verifying the configuration Verifying that music and RAN routes are correctly configured Introduction If music and RAN routes are correctly configured calls receive the correct recorded announcement or music treatment Before you begin Before using this procedure complete these tasks 1 Define a CDN Ensure that it is correctly configured on both the switch and Symposium Call Center Server Define two RAN routes Ensure that the routes are correctly configured on both the switch and Symposium Call Center Server For information on defining RAN routes refer to the Administrator s Guide If you are using the Symposium Call Center Web Client refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions Define two music routes Ensure that the routes are correctly configured on both the switch and Symposium Call Center Server For information on defining music routes refer to the Administrator s Guide If you are using the Symposium Call Center Web Client refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions Create a Master script similar to the following sample validate it and activate it For information on creating a Master script refer to the Scripting Guide Sample script GIVE RINGBACK WAIT 2 GIVE MUSIC pop_music_gv WAIT 2 GIVE MUSIC classical_music_gv Symposium and DMS MSL 100 Switch Guide 97 Verifying t
5. Configure the connection between the DMS CSU and the client CSU Configure the connection between the DMS CSU and the client router and firewall Configure the connection between the client router and firewall and the client applications for example IVR system Windows 2000 Server and Symposium Call Center Server Configure the client side router and firewall Installing and configuring the EIU To install and configure the EIU you must perform these tasks on the switch Install the EIU on the switch Confirm the EIU is present and lists all entries as displayed in table LIUINV Configure an IP address for the switch in table IPNETWRK Configure IP addresses for the EIU in table IPHOST Configure the EIU in table IPTHRON For more information refer to the Ethernet Interface Unit User Guide NTP 297 8991 910 and the JCM Router Guide NTP 297 2233 903 Installing and configuring ICM To install and configure ICM you must ensure that the following tasks have been performed on the switch Install ICM on the EIU Configure the office parameters in the following table OFCENG Allocates resources for switch activities Symposium and DMS MSL 100 Switch Guide 33 Getting started Standard 1 0 OFCOPT Categorizes ICM messages in groups this table is maintained by Nortel Networks Note For ICM CCM010 SCAI12 do not enable the Network_ICM_ Active feature OFCVAR Contains the oper
6. m The phoneset type is MDC a The phoneset is configured for position ID The phoneset has a Not Ready key The phoneset has an Emergency key The phoneset does not have the following keys Dial Intercom Hotline Private Line or Voice Call Only supervisor phonesets should have these keys configured If you want to use the LOB activity code feature the phoneset has a LOB key f you want to distinguish between conferences and transfers the phoneset has 3 Way Conference and Fast Transfer keys a The ECM option is set on the secondary DN 92 Symposium Call Center Server April 2004 Verifying the configuration Verifying supervisor phoneset configurations To verify that supervisor phonesets are correctly configured check the phoneset configuration using the QLEN command For more information about this command see the SERVORD Reference Manual Ensure that the following conditions have been met for each supervisor phoneset m The phoneset type is MDC The phoneset has an Emergency key m The phoneset does not have a Night Service key Only agent phonesets should have this key configured Symposium and DMS MSL 100 Switch Guide 93 Verifying the configuration Standard 1 0 Verifying that agents are correctly configured Introduction If agents are correctly configured agents can log on to a phoneset and their status is correctly reported in the agent real time display Before you begin
7. Ensure that the phoneset has been acquired on Symposium Call Center Server On a client workstation open an Agent real time display window To verify agent logons 1 2 3 4 At a phoneset configured as an agent set pick up the handset Press the Make Set Busy MSB key Press the Incalls key Enter the agent s logon ID Result The Not Ready light goes on and the Make Set Busy indicator goes off On the Agent real time display window the agent appears with the value Not Ready in the In Calls Status column Press the Not Ready key Result On the Agent real time display window the agent s In Calls Status changes to Idle 94 Symposium Call Center Server April 2004 Verifying the configuration Verifying that the CDNs are correctly configured Introduction If a Controlled Directory Number CDN is correctly configured Symposium Call Center Server can acquire that CDN and calls to that CDN are correctly routed Before you begin Before using this procedure complete these tasks 1 Define two CDNs Ensure that they are correctly configured on both the switch and Symposium Call Center Server 2 Define two agents Ensure that the agents are correctly configured on both the switch and Symposium Call Center Server 3 Define two skillsets on Symposium Call Center Server For information on defining skillsets refer to the Administrator s Guide If you are using the Symposium Call Center Web Clie
8. ORGANN N FORCING N VARWRAP N TIMECXR N NONIMCUT N ACDXFER N OBSREST N 30VNS N QTOMSB N Table ACDRTE defines the enhanced overflow routes that a group can take It also defines the audio treatments that ACD groups use The routes defined for an ACD group in table ACDRTE are not applied for calls in the CDN 64 Symposium Call Center Server April 2004 Configuring the switch Configuring ACD subgroups Introduction You can use subgroups to divide agents into smaller groups for support and monitoring Assign a supervisor to each subgroup The supervisor must log on at the phoneset in that subgroup that is configured as the supervisor phoneset Before you begin Before you perform this procedure you must complete the following tasks Log on to the switch from a MAP terminal with a user ID that has the privilege levels required to change the ACDGRP table Define the ACD group to which the ACD subgroup belongs in table ACDGRP see Configuring ACD groups on page 57 To configure ACD subgroups 1 Edit the ACDSGRP table by typing table ACDSGRP and pressing Enter Result The gt prompt appears 2 Type add and press Enter Result The ACDNAME prompt appears 3 Enter the name of the ACD group to which this subgroup belongs Result The utility prompts for the subgroup number 4 Enter the number of the subgroup Continue responding to the prompts to define the subgroup For more information about the
9. 1 0 What s new in Release 5 0 Skillset display on phoneset Symposium Call Center Server Release 5 0 with Common Command Module CCM 16 or Switch Computer Application Interface SCAI 17 or later supports the display of skillset names on the agent and supervisor phonesets The phoneset displays only the first 15 characters of the skillset name and only displays the characters A through Z and the numbers 0 through 9 SCAI17 support Symposium Call Center Server Release 5 0 provides SCAI17 support with backward compatibility to SCAI12 Hold Unhold reporting Symposium Call Center Server Release 5 0 with CCM15 SCAI17 or later supports Hold Unhold reporting which records the hold time associated with a call iButton Release 5 0 provides support for iButton as an alternative to such legacy I O devices as parallel ports iButton provides the ability for Symposium Call Center Server to support legacy free servers This feature is not dependent on any SCAI level 12 Symposium Call Center Server April 2004 Gettingstarted Components Introduction Symposium Call Center Server consists of three key components telephony server and client Telephony component The telephony component includes the switch the Ethernet Interface Unit EIU Intelligent Call Manager ICM and the agent and supervisor phonesets Server component The server in Symposium Call Center Server can be located at either the central office or c
10. A CDN serves as a holding place while information is gathered from the call for example Calling Line Identification number CLID and treatments are applied to the call for example recorded announcements For any call processing to begin in Symposium Call Center Server the call must arrive at a CDN on the switch that is controlled by Symposium Call Center Server Information that is gathered from the CDN and sent from the switch to Symposium Call Center Server is used to enable Symposium Call Center Server to define the path the call follows through the call center How Controlled Directory Numbers operate A Controlled Directory Number CDN is a logical entity identified by a Directory Number DN that holds onto calls waiting to be routed using Symposium Call Center Server routing instructions Symposium Call Center Server can route calls to any local or third party with a valid address including agent positions and even other CDNs In addition call treatments music RAN silence and ringback can be applied to calls while they are waiting for instructions from Symposium Call Center Server Other treatments such as busy fast busy and disconnect can be applied to a call Symposium and DMS MSL 100 Switch Guide 19 Getting started Standard 1 0 For each call arriving at a CDN the switch informs Symposium Call Center Server of the call s arrival and starts a timer while waiting for the routing instructions The switch handl
11. Center Server You must configure Automatic Call Distribution ACD on the switch to provide default ACD routing when Symposium Call Center Server is not available All calls are routed by Symposium Call Center Server If an ACD call is sent to a group configured by Symposium Call Center Server the priority is given to the call that gets there first Announcements Announcements held in Digitally Recorded Announcement Machine DRAM or Enhanced Digitally Recorded Announcement Machine EDRAM on the switch are supported to provide Hold in Queue announcements controlled by Symposium Call Center Server Controlled and default call routing Incoming calls can be routed to a default ACD group in the event that Symposium Call Center Server does not gain control of the calls after they have been forwarded from the switch For more information about controlled and default call routing see Configuring CDNs in controlled and default mode on page 62 Phoneset keys This section describes special considerations for the use of phoneset keys 24 Symposium Call Center Server April 2004 Gettingstarted Unsupported keys on agent phonesets Do not configure the following keys on agent phonesets Use of these keys results in the incorrect agent status on the real time displays RTDs Hotline m Private line m Voice call m Dial Intercom Transfers and conferences A call is pegged as a transfer when the agent uses the Fast Trans
12. Enter Result The LINKSET prompt appears 3 For LINKSET type a name for the server in Symposium Call Center Server as it is known to the switch then press Enter The LINKSET name creates a logical pathway to the server on the EIU Result The LINKSEL prompt appears 4 Identify the connection type as TCP and press Enter Result The IP_ADDR prompt appears 5 The IP address entered must match the IP address of the server in Symposium Call Center Server on the ELAN To obtain the IP address of the server in Symposium Call Center Server follow the procedure in Checking the server configuration on page 81 Result The utility prompts you to save the new linkset Type Y and press Enter To exit from the table type quit and press Enter Symposium and DMS MSL 100 Switch Guide 43 Configuring the switch Standard 1 0 Configuring BGDATA Introduction Table BGDATA allows you to configure multiple switches so that they can share MDC features This table associates a business group ID BGID with a customer group A business group is an entity that represents your organization on the switch Note In CCM010 SCAI12 the switch network ID is used as the node ID To update table BGDATA Edit the BGDATA table by typing table BGDATA and pressing Enter Result The gt prompt appears Type add and press Enter Result The BGID prompt appears Type the Business Group ID in the format LOCAL GRPNUM and press Enter Res
13. For more information on how to configure this option see To configure ACD groups for ACD DNs phonesets and agents on page 60 To configure the agent s position number 1 Enter the agent Position ID in the Telephony Port Address box 2 Enter the agent s personal DN DID in the secondary DN box 104 Symposium Call Center Server April 2004 Troubleshooting Sharing ICM resources across multiple applications using LinkPlexer 1 2 LinkPlexer 1 2 enables multiple applications to share ICM resources LinkPlexer 1 2 acts as a switch proxy with applications connecting to LinkPlexer 1 2 rather than directly to the switch Ensure that LinkPlexer 1 2 is configured to log on to the switch at the lowest service version of all the connected applications Successful application operation cannot be guaranteed where LinkPlexer 1 2 connects to the switch with a service version higher than that supported by the application LinkPlexer 1 2 LP010202G002 enforces logon parameter validation ensuring that an application s logon parameters always match the parameters used by LinkPlexer 1 2 to connect to the switch Symposium and DMS MSL 100 Switch Guide 105 Troubleshooting Standard 1 0 Resource configuration problems Introduction This section lists problems that can occur during verification of resource configuration For each problem it suggests possible causes The server cannot acquire CDNs Ensure that the following condi
14. Preinstallation checklist Introduction The following checklist includes a list of required and optional components for the switch the network and router system and the CPE Nortel Networks recommends that you complete the checklist before attempting to configure the switch for Symposium Call Center Server DMS Components Component Required Optional Description DMS 100 SL 100 DMS Yes Centrex Switch 500 LPP Frame LIM and LIS Yes Link Peripheral Processor Frame Link Interface Module and Link Interface Shelf This is where the EIU resides NTEX22BB Yes EIU Front Integrated Processor and F BUS NT9X84AA Yes Ethernet Interface Card NT9X85AA Yes EIU Back Ethernet Interface Paddleboard NT9X0190 Yes AUI Bulkhead Cable MAU Yes Ethernet AUI to 10Base T Transceiver 112 Symposium Call Center Server April 2004 Preinstallationchecklist Component Required Optional Description Dedicated Ethernet Link Yes Link provides higher link reliability and bandwidth by reducing packet collisions and retransmits NAO8 or higher load on the DMS Yes Provides ICM capability ICM00001 Yes Call management interface ICM software load package ACD Datafill Yes As required SCAI Datafill Yes Tables SCAICOMS SCAIGRP SCAISSRV and SCAIPROF must be datafilled in the switch EIU Datafill Yes Tab
15. You must add ECM to the last entry Set the following option for use with Symposium Call Center Server Option Description ECM This option configures the network to receive SCAI messages from the switch Type Y and press Enter To exit from the table type quit and press Enter Symposium and DMS MSL 100 Switch Guide 51 Configuring the switch Standard 1 0 52 Symposium Call Center Server April 2004 Configuring the switch Section B Configuring switch resources In this section Overview of configuring switch resources 54 Configuring RAN and music routes 56 Configuring ACD groups 57 Configuring ACD subgroups 65 Configuring DNs 66 Configuring agent phonesets 69 Configuring supervisor phonesets 74 Configuring logon IDs 76 Symposium and DMS MSL 100 Switch Guide 53 Configuring the switch Standard 1 0 Overview of configuring switch resources Introduction You must ensure that the following resources are correctly configured on the switch RAN and music routes ACD groups and subgroups hunt groups directory numbers DNs agent phonesets agent logon IDs Note The resources configured on the switch must have matching data configured on Symposium Call Center Server If at any time you edit any of the data on Symposium Call Center Server you must reconfigure the resource on the switch Configuring the switch to communicate with Symposium Call Center Server To enable Sym
16. a higher priority than the other the agent receives the higher priority call first See also skillset priority call treatment A script element that enables you to provide handling to a call while it is waiting to be answered by a call center agent For example a caller can hear a recorded announcement or music while waiting for an agent call variable A script variable that applies to a specific call A call variable follows the call through the system and is passed from one script to another with the call See also global variable script variable Calling Line Identification An optional service that identifies the telephone number of the caller This information can then be used to route the call to the appropriate agent or skillset The CLID can also be displayed on an agent s phoneset CallPilot A multimedia messaging system you can use to manage many types of information including voice messages fax messages e mail messages telephone calls including conferencing calendars and directories CDN See controlled directory number CLAN See Customer local area network Classic Client The Windows based client component for Symposium Call Center Server CLID See Calling Line Identification Symposium and DMS MSL 100 Switch Guide 119 Glossary Standard 1 0 client The part of Symposium Call Center Server that runs on a personal computer or workstation and relies on the server to perform some opera
17. logic for call processing call treatment call handling call presentation administration of agents skillsets and supervisors and agent to skillset and agent to supervisor assignments n accumulation of historical and real time statistics Classic Client The Classic Client component located on the call center manager s or supervisor s desktop has a graphical user interface based on Microsoft 2000 or Windows XP The client provides meaningful real time call center statistics and an easy to use interface for the management of the call center Web Client Symposium Web Client is a browser based thin client for administrators and supervisors Through the Internet Explorer browser located on a client PC you can connect to the Symposium Web Client application server to manage and configure a call center and its users define access to data and view real time and historical reports If you are using the Symposium Web Client refer to the Symposium Call Center Web Client Guide and online Help CLAN The agent and supervisor workstations are connected to the customer LAN either an Ethernet or a Token Ring LAN The customer LAN also provides connections to optional third party applications such as an Interactive Voice Response system 16 Symposium Call Center Server April 2004 Gettingstarted ELAN The embedded LAN ELAN is a dedicated Ethernet TCP IP LAN connecting the Symposium Call Center Server and the switch
18. longer flashes but remains on until the supervisor disconnects from the call If the reporting supervisor does not answer the call within 30 seconds the call is forwarded to a backup associated supervisor if one has been configured on Symposium Call Center Server To enable emergency calls to be forwarded to the associated supervisor s phoneset you must define the associated supervisor as a member of a hunt group for the ACD subgroup to which the agent belongs The agent is disconnected from the call if either the reporting supervisor or the associated supervisor answers within 30 seconds of the call being forwarded to them If neither the reporting supervisor nor the associated supervisor answers the call within 30 seconds the agent can press the Emergency key again to repeat the process or the agent can answer the call Note The switch does not allow agents to press the Emergency key while they are in conference with another agent Display Waiting Calls key Call queuing occurs on Symposium Call Center Server rather than on the switch so the switch and ICM cannot provide meaningful call waiting statistics Phoneset displays Agent and supervisor phonesets can display information such as the Calling Line Identification CLID number of the caller The information displayed on the phoneset is not controlled by Symposium Call Center Server but must be configured on the switch Skillset display on phoneset Common Command Model CC
19. or for the individual agents 108 Symposium Call Center Server April 2004 Troubleshooting Phoneset does not display the skillset name If the phoneset does not display the skillset name ensure that the following conditions have been met The SCAI service version used to connect to the switch is SCAI17 or later The customer has subscribed to the default tuple TPQC11 in table SCAISSRV The tuple TPQC11 under category TPQC is created with the parameter DISPTEXT in the ROUTECALL function The DN from which the call is being routed has been associated to the SCAI session Agent Real Time Display does not show Hold UnHold activity If the Agent Real Time Display RTD does not show Hold Unhold activity ensure that the following conditions have been met The SCAI service version used to connect to the switch is SCAI17 or later The DN that is putting the call on hold has the ECM option with the sub options CALL EVENTS and SCAICC set to Y The DN should be associated to a SCAI session The ICM session on which the DV_CALL_HELD_U message is to be sent is subscribed to the tuple TPCC15 and SCAICC09 Symposium and DMS MSL 100 Switch Guide 109 Troubleshooting Standard 1 0 110 Symposium Call Center Server Appendix A Preinstallation checklist In this appendix Preinstallation checklist 112 Symposium and DMS MSL 100 Switch Guide 111 Preinstallation checklist Standard 1 0
20. prompts see the Translations Guide Result The utility prompts you to save the new ACD subgroup Type Y and press Enter Repeat steps 2 through 6 for each subgroup that you want to define To exit from the table type quit and press Enter Symposium and DMS MSL 100 Switch Guide 65 Configuring the switch Standard 1 0 Configuring DNs Introduction In table DNROUTE you must configure each of the Controlled Directory Numbers CDNs that Symposium Call Center Server monitors You must also configure any ACD DNs and supplementary DNs that you are using In the event that Symposium Call Center Server is unable to handle calls ACD DNs provide a backup call distribution system to route calls Note Supplementary DNs are usually used for 1 800 numbers Before you begin Before configuring DNs you must perform the following tasks Log on to the switch from a MAP terminal with a user ID that has the privilege levels required to change the DNROUTE table Define the ACD group to which the DNs belong in table ACDGRP see Configuring ACD groups on page 57 Define the area code SPA and exchange office code in table TOFCNAME see the Translations Guide To configure a CDN 1 Edit the DNROUTE table by typing table DNROUTE and pressing Enter Result The gt prompt appears 2 Type add and press Enter Result The AREA prompt appears 3 Enter the area code for the CDN Result The OFC prompt appears 4 En
21. that are not answered quickly enough to another agent Calls in an ACD group are based on the ACD routing table on the switch If you do not set the ACD ring threshold to 0 the call might be terminated The following table shows all of the fields in table ACDGRP and whether the fields are applicable for a CDN The fields that are not valid for a CDN ACDGRYP can be datafilled in table ACDGRP but are not used Brief descriptions Validity for a default value for CDN CDN Field name ACDGRP ACDGRP CUSTGRP TYPE IS Y ACD_RING_THRESHOL D 0 to 60 ACDRNGTH any valid entry for N example OFRT 1 62 Symposium Call Center Server April 2004 Configuring the switch Brief descriptions Validity for a default value for CDN CDN Field name ACDGRP ACDGRP THROUTE any valid route for N example OFRT 1 NSROUTE any valid route for example N OFRT 1 PRIOPRO 0 DBG N N MAXCQSIZ 0 511 Y CDN queue size MAXWAIT 0 N ACDMIS N Y MSQS N N DISTRING NONE N OBSWTONE N N FRCNGTSV N N The following table shows all of the options in table ACDGRP and whether they are compatible for a CDN Compatible with CDN ACDGRP Option Y N AUDIO NARS N MAXCQLMT N ACDPSAP N Symposium and DMS MSL 100 Switch Guide 63 Configuring the switch Standard 1 0 Compatible with CDN ACDGRP Option Y N SCAIREDIR N only compatible for redirection OVFLINQ N TMDELOFL N ACDDISP N MGTRPT N ACDADMIN N QSL N NRONSDN N ACDCPK N
22. the switch for the purpose of call distribution When a customer dials an ACD group the call is routed to any agent who is a member of that group Automatic call distribution routing table A table configured on the switch that contains a list of ACD DNs used to define routes for incoming calls This ensures that incoming calls not processed by Symposium Call Center Server will be queued to ACD groups and handled by available agents Automatic call distribution subgroup An entity defined on the switch to assign supervisory responsibilities Each subgroup has one supervisor phoneset and a number of agent phonesets associated with it Agents can log on to any phoneset within their ACD subgroup The supervisor must log on to the supervisor phoneset to monitor his or her assigned agents call age The amount of time a call was waiting in the system before being answered by an agent call intrinsic A script element that stores call related information assigned when a call enters Symposium Call Center Server See also intrinsic skillset intrinsic time intrinsic traffic intrinsic call presentation class A collection of preferences that determines how calls are presented to an agent 118 Symposium Call Center Server April 2004 Glossary call priority A numerical value assigned in a script that defines the relative importance of a call If two calls are in the queue when an agent becomes available and one call is queued with
23. whether it is routed through controlled or default mode Symposium and DMS MSL 100 Switch Guide 21 Getting started Standard 1 0 Gio Se IS DMS MSL 100 Controlled ACD Group CDH ucD ACD 5a gt Call Center Call Treatments ga Sever Announcements Ringback lt j Music arte ACD Group ACD Subgroup ar ae 7 Supplementa A re 6b TAPI Driver Agent Positions Supervisor 5 An incoming call arrives at the switch The call is routed to an IVR port optional The IVR transfers the call to a CDN after the caller enters digits optional The call is routed to an IVR port The caller receives an IVR treatment prompting him or her to respond through the use of phoneset keys The IVR transfers the call to a CDN after the caller enters digits The call remains queued in the CDN awaiting further call processing The switch sends a call notification to Symposium Call Center Server The call is routed in either of the following ways 22 Symposium Call Center Server April 2004 Getting started 10 11 12 If Symposium Call Center Server receives the notification a return notification is sent to the switch The call remains on the CDN under the control of Symposium Call Center Server A call is defaulted from Symposium Call Center Server if the s
24. you perform this procedure you must perform the following tasks Log on to the switch from a MAP terminal with a user ID that has the privilege levels required to change the ACDGRP tables To configure ACD groups for the CDN 1 Edit the ACDGRP table by typing table ACDGRP and pressing Enter Result The gt prompt appears 2 Type add and press Enter Symposium and DMS MSL 100 Switch Guide 57 Configuring the switch Standard 1 0 10 11 12 13 14 15 Result The ACDNAME prompt appears Enter a name for the ACD group Result The utility prompts you for the CUSTGRP Enter a name for the customer group of the ACD DN Result The utility prompts you for the ACDRNGTH Enter a valid value The default value is 0 Result The utility prompts you for the THROUTE Enter a valid value Result The utility prompts you for the NSROUTE Enter a valid value Result The utility prompts you for the PRIOPRO Enter a valid value Result The utility prompts you for the DBG Enter a valid value Result The utility prompts you for the MAXCQSIZ Enter a value between 0 511 Note Nortel Networks recommends you use a number around 511 for CDNs For acdgroups you can use a number based on the number of agents and the hold time you want Result The utility prompts you for the MAXWAIT Enter a valid value Result The utility prompts you for the ACDMIS Enter a valid value Result The utility prompts you for the M
25. 0 Symposium Call Center Server April 2004 Configuring the switch Checking the server configuration Introduction This section describes checking the switch connection To check the switch connection 1 From the SMI window choose System Administration System Configuration gt Server Settings Result The Switch Resource property sheet appears This property sheet shows the type of switch to which the server is connected and how the server is configured on the switch Switch Resource Toronto BestAir Airlines 12 x Switch Configuration Switch Type DMS z m Switch Information Customer La Number Name DMS IP Address 152166652 C Subtype DMS200 Release r Description Note The following section shows the relationships between these fields and the tuples parameters and values in the DMS tables 2 Click the Advanced button Symposium and DMS MSL 100 Switch Guide 81 Configuring the switch Standard 1 0 Result The Switch configuration property sheet appears This property sheet contains additional information about the server configuration on the switch MSL Switch configuration Click Close to return to the Switch Resource property sheet Click Close to return to the SMI window 82 Symposium Call Center Server April 2004 Configuring the switch Relationship of server configuration and switch datafill Introduction This section sh
26. 297 2183 912 Nortel Networks Symposium Call Center Server Symposium and DMS MSL 100 Switch Guide Product release 5 0 Standard 1 0 April 2004 NORTEL NETWORKS Nortel Networks Symposium Call Center Server Symposium and DMS MSL 100 Switch Guide Publication number 297 2183 912 Product release 5 0 Document release Standard 1 0 Date April 2004 Copyright 2004 Nortel Networks All Rights Reserved Information is subject to change without notice Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant The process of transmitting data and call messaging between the Meridian 1 and Symposium Call Center Server is proprietary to Nortel Networks Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach Nortel Networks the Nortel Networks logo the Globemark DMS DMS 100 IVR MAP Meridian Meridian 1 and Symposium are trademarks of Nortel Networks CALLPATH is a trademark of Genesys Telecommunications Laboratories Inc CRYSTAL REPORTS is a trademark of Crystal Decisions Inc MICROSOFT MS
27. CDGRP fields such as ACD Ring Threshold Priority Promotion and Forced Night Service are not applicable to an ACDGRP that has the CDN option A CDN does not have the following call queues Overflow In Queue Overflow Out Queue or Call Transfer Queue 20 Symposium Call Center Server April 2004 Getting started A CDN has a default ACD group which is datafilled on the switch The default ACD group is datafilled in table ACDGRP A CDN can have the following states Controlled Incoming calls are handled by Symposium Call Center Server For an example of controlled call routing see Call routing in controlled and default mode below Default Incoming calls are routed to the default ACD group For an example of default call routing see Call routing in controlled and default mode below m Revert to Default All incoming calls and existing calls in the CDN queues are routed to the default ACD group In addition the state can be set by Symposium Call Center Server or the switch To apply MUSIC to a CDN by Symposium Call Center Server the AUDIO option must be datafilled in table ACDGROUP The current limit of the number of calls on a single CDN queue DMS switch is 512 Call routing in controlled and default mode The diagram on the next page illustrates how calls can be routed in both controlled and default mode The text following the illustration explains how the call is processed depending on
28. Center Server April 2004 Configuring the switch Result The utility prompts you for the MSQS 13 Enter a valid value Result The utility prompts you for the DISTRING 14 Enter a valid value Result The utility prompts you for the OBSWTONE 15 Enter a valid value Result The utility prompts you for the FRCNGTSV 16 Enter a valid value Result The utility prompts you for the AGTASSN 17 Enter a valid value This is required for ICM Result The FORCING prompt appears Forcing is an option that is not datafilled unless you are using it in the existing ACD groups 18 Set FORCING to NONE Result The VARWRAP prompt appears 19 When an agent releases a call the Variable Wrap feature prevents another call from being presented to the agent for a specific period of time You must select the Variable Wrap feature and define TIMER the length of the wrap period in seconds If TIMER is set to a value greater than 0 once an active call is released the agent is not available to receive any new calls for the length of time specified If TIMER is set to the value 0 once the active call is released the agent immediately becomes available to receive new calls If you do not configure Variable Wrap on the switch the Release Guard feature is enabled Release Guard prevents calls from being presented to the agent for 1 second after an active call is released Result The NRONSDN prompt appears 20 Select this option if you do not want Sy
29. Center Server can report on the time agents Business _ spend on different types of calls To use this feature you must enable the LOB feature on the switch and define all activity codes on Symposium Call Center Server When you define activity codes on the server it allows you to give useful names to the activity codes for example Sales or Support for reporting purposes Not Ready Nortel Networks recommends that you configure a Not Ready key on the phoneset If you do not do this Symposium Call Center Server cannot report when the agent is in Not Ready status Agents can use the Not Ready key in conjunction with an activity code to indicate the reason they are in Not Ready status Emergency To enable the emergency screen pop on the supervisor s Key workstation configure EMK for Position ID instead of DN When an agent presses the Emergency key Symposium Call Center Server uses the Position ID to identify the correct supervisor Dial Nortel Networks recommends that you do not configure this key Intercom on the agent phoneset If agents use this key the agent status is incorrectly reported on the real time display Hotline Nortel Networks recommends that you do not configure this key on the agent phoneset If agents use this key the agent status is incorrectly reported on the real time display Private Nortel Networks recommends that you do not configure this key Line on the agent phoneset If agents use this k
30. DOS POWERPOINT WINDOWS and WINDOWS NT are trademarks of Microsoft Corporation PCANYWHERE is a trademark of Symantec Corporation Publication history April 2004 The Standard 1 0 version of the Nortel Networks Symposium Call Center Server Symposium and DMS MSL 100 Switch Guide Release 5 0 is released Symposium and DMS MSL 100 Switch Guide Publication history Standard 1 0 vi Symposium Call Center Server Contents 1 Getting started OMCLVICW sie0 Ae ie haa wooed Atte sae Skillsyou need ci sesso es Oe ee Gees What s new in Release 5 0 02 0020 20 ee Components sie i e ied a Miedo die es How Symposium Call Center Server communicates with the switch Support for switch features 0 0 Preinstallation checklist 0 0000 Configuration tasks 0 0 0 0 0 002s 2 Configuring the switch OVERVIC Wie chee toate Ee AEE SEE ER ARI BEE Section A Configuring the ICM link parameters Overview of configuring the server logon Configuring SCAICOMS 00 Configuring BGDATA 004 Configuring SCAIGRP 0 0000 Configuring SCAISSRV 00 000 Configuring SCAIPROF 00 Configuring CUSTNTWK 04 Section B Configuring switch resources Overview of configuring switch resources Configuring RAN and music routes Configur
31. EREV Y HOLDCALL UNHOLDCALL CALLUNHELD Y ADOPTY Y Y Y CONFPTY Y DROPPTY Y Y TRANPTY Y MAKECALL Y Y TPCC11 TPCC CONSULTEV Y CONFEVNT Y TRANSFEREV Y ANSWCALL RELSCALL Y HOLDCALL UNHOLDCALL CALLUNHELD Y ADOPT Y Y Y Y Y CONFPTY Y DROPPTY Y Y TRANPTY Y MAKECALL Y Y TPQC10 TPQC ROUTECALL GIVETRMT TRMTCOMP 48 Symposium Call Center Server April 2004 Configuring the switch Configuring SCAIPROF Introduction Table SCAIPROF defines the types of information sent by the switch to Symposium Call Center Server Note If you edit the parameters in table SCAIPROF you must restart Symposium Call Center Server for the changes to take effect To update table SCAIPROF 1 Edit the SCAIPROF table by typing table SCAIPROF and pressing Enter Result The gt prompt appears 2 Type add and press Enter Result The utility prompts for the LINKSET 3 Enter the linkset name from table SCAICOMS Result The utility prompts for the SRVCID 4 Enter the Service ID For more information see Service ID on page 85 Symposium and DMS MSL 100 Switch Guide 49 Configuring the switch Standard 1 0 5 Respond to the prompts to create the group The following prompts require special values for use with Symposium Call Center Server Prompt Value PROFKEY PROFILE PROFILE PROFILE PROFILE PROFILE PROFILE PROFILE PROFILE PROFILE PROFILE PROFILE PR
32. M 16 SCAI17 or later supports skillset name display on the agent and supervisor phonesets However the phoneset will display only the first 15 characters of the skillset name and will only display the characters A through Z and the numbers 0 through 9 26 Symposium Call Center Server April 2004 Getting started LOB codes Line of Business LOB codes or activity codes identify the type of call For example an activity code can indicate a Sales or a Support call To use activity codes you must enable the LOB feature on the switch If you want to assign names to the activity codes for example Sales or Support for reporting purposes you must also define the activity codes on Symposium Call Center Server Agents can enter up to three LOB codes during a call Agent actions events DMS actions Enters the first LOB code for the call Enters another LOB code during the same call The call is released Cancels the last LOB code entered Does not enter any code during the entire call Buffers the code Sends the first LOB code to the host Buffers the new code Sends the previously buffered code in dv LOB Event U message If no code is buffered no code is sent even if a default code was datafilled for the ADC Group Erases the code lying in the buffer Note Only the last code may be erased and none before the last is erased Does not send dv LOB Event U message Note This action is di
33. OFILE Enter the linkset name and service ID CTXEVENT10 to support secondary DN keys ACDEVENT11 to support ICM ROUTING35 TPCC11 to allow Symposium Call Center Server to transfer calls RESOURCE11 to support status messages TPAC36 to support agent logon logoff make ready not ready walkaway codes CALLINITO7 SCAI3WCO09 to allow monitoring of secondary DN keys for transfer and conferences DNQUERY07 to report the state of secondary DN keys SCAICC08 to release or answer calls on the secondary DN TPQC10 to support call treatments ICCM10 to support CDNs and call routing When you finish entering responses type For information about the prompts refer to the Translations Guide Result The utility prompts you to save the new configuration Type Y and press Enter To exit from the table type quit and press Enter 50 Symposium Call Center Server April 2004 Configuring the switch Configuring CUSTNTWK Introduction The table CUSTNTWK assigns a network ID to a customer group The network ID identifies your organization s network within the telephony environment Follow the procedure in this section to configure the ECM option Before you begin Ensure that the network name is defined in table NETNAMES To configure the ECM option 1 Edit the CUSTNTWK table by typing table CUSTNTWK and pressing Enter Type and press Enter Result The OPTIONS prompt appears
34. P address of the destination The format of an IP address is a 32 bit numeric address written as four values separated by periods Each value can be 0 to 255 For example 1 160 10 240 could be an IP address intrinsic A word or phrase used in a script to gain access to system information about skillsets agents time and call traffic that can then be used in formulas and decision making statements See also call intrinsic skillset intrinsic time intrinsic traffic intrinsic IP address See Internet Protocol address LAN See Local area network Line of Business code See activity code LOB code See activity code 124 Symposium Call Center Server April 2004 Glossary Local area network A computer network that spans a relatively small area Most LANs connect workstations and personal computers and are confined to a single building or group of buildings logical expression A symbol used in scripts to test for different conditions Logical expressions are AND OR and NOT See also expression mathematical expression relational expression M Management Information Base A data structure that describes the collection of all possible objects in a network Each managed node maintains one or more variables objects that describe its state Symposium Call Center Server Management Information Bases MIBs contribute to the overall network MIB by identifying Nortel Networks Meridian Symposium Call Center Server
35. SQS Enter a valid value Result The utility prompts you for the DISTRING Enter a valid value Result The utility prompts you for the OBSWTONE Enter a valid value 58 Symposium Call Center Server April 2004 Configuring the switch Result The utility prompts you for the FRCNGTSV ATTENTION Do not set this value for the CDN 16 Enter a valid value Result The OPTION prompt appears 17 Enter a valid CDN Result The DEFAULTGRP prompt appears 18 Enter the name of the ACD group to which calls are sent when Symposium Call Center Server is not responding Result The RESPTM prompt appears 19 Enter the time in seconds that elapses before calls are sent to the default ACD group when Symposium Call Center Server is not responding Nortel Networks recommends that you enter a value of 60 seconds 20 The NETICM prompt appears NETICM must be defined for use with CCMO010 SCAI12 and subsequent versions This causes the ACD to use the node ID defined on the switch rather than the business group ID defined in BGDATA to identify calls CAUTION Risk of malfunction 21 22 23 Do not use this option unless you are using a network ACD Network ACDs are not supported by Symposium Call Center Server If you use a network ACD the switch will take the call and send it to an agent on another switch Result The utility prompts you to save the new ACD group Type Y and press Enter Repeat steps 2 through 21 for each ACD g
36. The ELAN must be a private isolated network that is dedicated to the switch and to the call center The ELAN must not have a physical or logical connection with the customer network This eliminates the potential impact of caller network traffic on call processing Front end IVR system optional The switch can direct calls to an optional third party Interactive Voice Response IVR system This system plays voice prompts to callers and collects their responses After the calls receive VR treatment the IVR system delivers the responses for the calls to Symposium Call Center Server The server then gains control of the calls Third party applications optional Optional third party applications provide the following functionality to Symposium Call Center Server m the ability to exchange data with the server using Host Data Exchange HDX m the ability to receive real time updates from the server using the real Time API RTD m the ability to receive real time updates from the server using the Real Time Statistical Multicast stream RSM m the ability to access configuration and statistical data in the Symposium Call Center Server database using Open Database Connectivity ODBC database drivers the ability to trigger screen pops for inbound triggers using Meridian Link ICM applications using LinkPlexer 1 2 optional LinkPlexer 1 2 is a Windows 2000 application that acts as a proxy to enable multiple ICM applications to shar
37. all components do not have the status UP restart the server Symposium and DMS MSL 100 Switch Guide 103 Troubleshooting Standard 1 0 m The customer LAN or WAN is correctly installed and configured To check the LAN or WAN use the ping utility For more information about this utility refer to the Installation and Maintenance Guide m The ACD group to which the phoneset belongs has the AGTASSN option Phonesets do not have dial tone This occurs if the phonesets are incorrectly configured on the switch Ensure that the phonesets are correctly configured in the Service Orders servord utility For information about the Service Orders utility see the SERVORD Reference Manual Server cannot acquire phonesets This occurs if phonesets are incorrectly configured on the switch or on the Symposium Call Center Server or AGTASSN does not contain valid values Ensure that the following conditions are met m The phoneset is configured with the Service Orders servord utility on the switch For information about the Service Orders utility see the SERVORD Reference Manual m The phoneset is configured correctly on Symposium Call Center Server with the agent s position number For more information see Configuring agent phonesets on page 69 and Configuring supervisor phonesets on page 74 a The option AGTASSN contains a valid value in table ACDGRP If AGTASSN does not have a valid value you cannot access the phoneset
38. ating parameters that the operating company can change 34 Symposium Call Center Server Chapter 2 Configuring the switch In this chapter Overview 36 Section A Configuring the ICM link parameters 37 Section B Configuring switch resources 53 Section C Checking the server configuration 79 Symposium and DMS MSL 100 Switch Guide 35 Configuring the switch Standard 1 0 Overview This chapter provides procedures for configuring the switch to work with Symposium Call Center Server It assumes that the switch is running software load CCM010 SCAI12 or later an EIU has been provisioned for the ICM link and the ICM software is load ICMO00001 or higher 36 Symposium Call Center Server April 2004 Configuring the switch Section A Configuring the ICM link parameters In this section Overview of configuring the server logon 38 Configuring SCAICOMS 43 Configuring BGDATA 44 Configuring SCAIGRP 46 Configuring SCAISSRV 47 Configuring SCAIPROF 49 Configuring CUSTNTWK 51 Symposium and DMS MSL 100 Switch Guide 37 Configuring the switch Standard 1 0 Overview of configuring the server logon Introduction Symposium Call Center Server must log on to the switch using an ICM linkset before it can acquire switch resources and exchange messages Up to 96 linksets can be configured on each switch A linkset can only be associated with one installation of Symposium Call Center Server Similarly Sy
39. bgroups 91 verifying agent phonesets 92 verifying agents 94 verifying CDNs 95 verifying DNISs 99 verifying ICM link 89 verifying music and RAN routes 97 verifying phonesets 92 verifying server logon 89 verifying supervisor 94 verifying supervisor phonesets 93 configuring ACD 60 ACD DN 67 ACD groups 57 ACD groups for ACD DNs 60 ACD groups for agents 60 ACD groups for CDN 57 ACD subgroups 65 agent logon IDs 76 agent phoneset 69 agent phoneset keys 69 Symposium and DMS MSL 100 Switch Guide 137 Index Standard 1 0 configuring continued agent phonesets 71 agent phonesets on the server 72 agents on the server 77 BGDATA 44 CDNs 66 CDNs in controlled mode 62 CDNs in default mode 62 CDNs on server 68 CUSTNTWK 51 DNISs on server 68 DNs 66 logon 40 logon IDs 76 phoneset keys agent 69 phoneset keys supervisor 74 phoneset agent 69 71 phoneset agent on the server 72 phoneset supervisor 74 phoneset supervisor on the server 75 RAN and music routes 56 SCAICOMS 43 SCAIGRP 46 SCAIPROF 49 SCAISSRYV 47 server 55 server logon 38 supervisor phoneset keys 74 supervisor phonesets 74 supervisor phonesets keys 74 supervisor phonesets on the server 75 supplementary DN 67 switch 35 switch resources 54 controlled mode configuring CDNs 62 CUSTNTWK configuring 51 D default mode configuring CDNs 62 Digitally Recorded Announcement Machine 24 DMS password
40. cation interfaces Symposium Call Center Server call A call to a CDN that is controlled by the Symposium Call Center Server The call is presented to the Incalls key on an agent s phoneset 132 Symposium Call Center Server April 2004 Glossary Symposium Web Center Portal A client server contact center application that expands contact center e mail capabilities to allow agents to view respond to and track requests over the Internet Symposium Web Client A browser based tool for call center administrators and supervisors used for managing and configuring a contact center and its users defining access to data and viewing real time and historical reports The Sympsoium Web Client software is installed on an application server See also application server system defined script The Master_Script can be customized or deactivated by a user but cannot be deleted This script is the first script executed for every call arriving at the call center T TAPI See Telephony Application Program Interface TCP IP See Transmission Control Protocol Internet Protocol TDM See Time Division Multiplex telephony The science of translating sound into electrical signals transmitting them and then converting them back to sound The term is used frequently to refer to computer hardware and software that perform functions traditionally performed by telephone equipment Telephony Application Program Interface An interface b
41. ch the supervisor phoneset belongs in table ACDGRP see Configuring ACD groups on page 57 Define the ACD subgroup to which the supervisor phoneset belongs in table ACDSGRP see Configuring ACD subgroups on page 65 To configure a supervisor phoneset 1 Atthe gt prompt in the servord utility type new and press Enter Result The DN prompt appears 2 Enter the DN for the In Calls key on the phoneset 74 Symposium Call Center Server April 2004 Configuring the switch 3 Continue responding to the prompts to define the phoneset Be sure to define the following options position ID a Observation key OBS Answer Emergency key AEMk a Agent Status key ASK For more information about these and other available options see the SERVORD Reference Manual Result The utility prompts you to save the new phoneset 4 Type Y and press Enter Repeat steps 1 through 4 for each supervisor phoneset you want to define 6 To exit from the table type quit and press Enter Configuring supervisor phonesets on the server After configuring supervisor phonesets on the switch you must configure them on Symposium Call Center Server To do so refer to the Administrator s Guide If you are using the Symposium Call Center Web Client refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions Notes 1 The supervisor phonesets configured on the switch must have matching data config
42. ch you want to edit the incorrect parameter by typing table lt table name gt at the prompt gt and then press Enter Type CHA at the prompt and then press Enter This allows you to step through each parameter in the table If each parameter is correct press Enter If not edit the parameter and then press Enter Continue to press Enter until the prompt appears before the incorrect parameter Delete the incorrect parameter and enter the correct parameter To save the changes type quit and then press Enter Press Enter to exit the table Printing data in the tables You might want to refer to information configured in the server logon tables For example you might want to identify as part of the project management function information such as ACDGRP information RAN and music routes and thresholds routes Print a hard copy of this information during configuration of the switch to quickly be able to reference the information if you intend to modify the configuration parameters at a later date 42 Symposium Call Center Server April 2004 Configuring the switch Configuring SCAICOMS Introduction Table SCAICOMS defines linkset names and assigns them to the appropriate hardware device This enables a logical pathway through the EIU to Symposium Call Center Server To update table SCAICOMS 1 Edit the SCAICOMS table by typing table SCAICOMS and pressing Enter Result The gt prompt appears 2 Type add and press
43. e uniquely identifies a switch CO switch or PBX in a customer s network The customer assigns the network node ID to assure a uniqueness in network that might consist of public and private nodes must be a number between 0 32767 is keyed to the NETNODID field of the SCAIGRP table 84 Symposium Call Center Server April 2004 Configuring the switch Business Group uniquely identifies a Meridian Business Group MBG customer within a public network is assigned by the telephone company distributor or end user m is keyed to the BGID field of the SCAIGRP table must be a number between 1 4194304 Note An MBG customer is a telephone company customer who uses public facilities to carry customer specific information This parameter uniquely identifies a given telephone company MBG customer across a number of switches in a given network and not only within a given switch As a result any host applications that establish application level sessions with multiple switches only need to be datafilled with one business group ID per network rather than per switch Switch Password is a security feature that along with a valid user ID enables a user to log on to the switch The customer assigns passwords m maintains a one to one relationship with the business group ID All Service IDs of a customer are under the same password m is keyed to the PASSWORD field of the SCAIGRP table must be between 1 8 characters in l
44. e prevents another call from being presented to the agent for a specific period of time Agents can use this time to perform any required post call processing For Symposium Call Center Server to support Variable Wrap the feature must be configured on the switch There are two options available when configuring Variable Wrap m If Variable Wrap is set to a value greater than zero 0 once an active call is released the agent is not available to receive any new calls for the length of time specified For example if Variable Wrap is set to a value of 20 the agent has 20 seconds to record call related information before becoming available to receive new calls f Variable Wrap is set to the value zero 0 once the active call is released the agent immediately becomes available to receive new calls Note If you do not configure Variable Wrap on the switch the Release Guard feature is enabled Release Guard prevents calls from being presented to the agent for 1 second after an active call is released Symposium and DMS MSL 100 Switch Guide 29 Getting started Standard 1 0 Night service feature Skillsets go out of service under the following conditions automatically when all agents have logged off manually when you change the skillset mode on the Skillset Properties window on the Symposium Call Center Server client Two out of service modes are available transition mode and night service mode You must put skill
45. e the same session and DMS MSL 100 resources LinkPlexer 1 2 allows applications to share a DN Directory Number association between different eBusiness applications LinkPlexer 1 2 is necessary for systems where Symposium and DMS MSL 100 Switch Guide 17 Getting started Standard 1 0 Interactive Voice Response IVR voice ports are controlled by IVR and monitored by Symposium Call Center Server Symposium Call Center Server performs the call routing VR controls the voice response system and Symposium TAPI Server Symposium Agent controls softphones and screen pops m agent positions are controlled by TAPI Server Symposium Agent or desktop CTI and monitored by Symposium Call Center Server call queues and agent positions are monitored by third party applications such as voice recorders Note For more information see the LinkPlexer 1 2 Installation and Configuration Guide Symposium Call Center Server April 2004 Gettingstarted How Symposium Call Center Server communicates with the switch Introduction Symposium Call Center Server and the switch must be able to exchange information if calls are to be successfully routed in Symposium Call Center Server You must ensure that this communication is enabled by configuring the resources shared by both the switch and Symposium Call Center Server A Controlled Directory Number CDN is the initial point of entry for any call processed in Symposium Call Center Server
46. efer to the Symposium Call Center Web Client Guide and online Help for detailed instructions 72 Symposium Call Center Server April 2004 Configuring the switch Notes 1 The agent phonesets configured on the switch must have matching data configured on Symposium Call Center Server If at any time you edit any of the data on Symposium Call Center Server you must reconfigure the resource on the switch 2 If you intend to reconfigure an agent phoneset you must first deacquire the phoneset edit the configuration parameters and then reacquire the phoneset Symposium and DMS MSL 100 Switch Guide 73 Configuring the switch Standard 1 0 Configuring supervisor phonesets Introduction In each ACD subgroup you must configure one supervisor phoneset Symposium Call Center Server must acquire this phoneset so that it can monitor the status of the phoneset Phoneset keys The following table lists special considerations for supervisor phoneset keys when you are using Symposium Call Center Server Night Nortel Networks recommends that you do not configure this key Service on the supervisor phoneset Symposium Call Center Server does not support this feature Before you begin Before configuring a phoneset you must perform the following tasks Log on to the switch from a MAP terminal with a user ID that has the privilege levels required to access the SERVORD utility Define the ACD group to whi
47. end You must build custom services to make the changes you require SUBSERV SPROFILE ACDEVENT11 ACDEVENT CALLQUED Y Y Y Y Y Y Y Y Y Y CALLOFEFR Y Y Y YYYYYYYY CALLANSWRYYYYYYYYYY Y CALLREL Y Y Y Y Y AGTLGDIN Y Y Y AGTLGDOUT Y Y AGTREADY Y Y AGTNREADY Y Y N LOBEVENT Y Y Y EMKEVENT YYYYYY CALLINITO7 CALLINIT MAKECALL Y Y CTXEVENTI0 CTXEVENT SETOFFHK Y Y CALLOFFR YY YY YYYYYYY Y Y CALLANSWR Y Y YY YY YY Y YY Y Y CALLREL Y Y Y CALLNAMEY Y Y Y Y DNQUERY07 DNQUERY DNQUERY Y ICCM10 ICCM SETCDNST Symposium and DMS MSL 100 Switch Guide 47 Configuring the switch Standard 1 0 SUBSERV SPROFILE RESEVENT10 RESEVENT SETOFFHK Y Y CALLOFFR Y Y YY Y YY YY YY Y Y CALLANSWR Y YY YY YY Y Y Y Y Y Y CALLREL Y Y Y CALLNAME Y Y Y Y Y RESOURCE11 RESOURCE ACDQUERY APPSTQRY Y Y Y Y Y ROUTING35 ROUTING CALLRECDC Y Y Y Y Y Y Y Y Y Y CALLREDIR Y Y Y SCAI3WCO09 SCABWC CONSULTEV Y CONFEVNT Y TRANSFEREV Y ADDPT Y Y Y Y CONFPTY Y DROPPTY Y Y TRANPTY Y SCAICC08 SCAICC ANSWCALL RELSCALL Y HOLDCALL UNHOLDCALL CALLUNHELD Y SCAIMWTIO7 SCAIMWTI MSGWAIT Y Y Y TPAC36 TPAC LOGINAGT Y Y N LOGOUTAGT Y READYAGT Y NREADYAGT Y N THIRDPTY TPAC ADDPTY Y Y Y DROPPTY Y Y MAKECALL YY TPCCO09 TPCC ANSWCALL RELSCALL Y CONSULTEV Y CONFEVNT Y TRANSF
48. ength Service ID uniquely identifies a service profile for a session An operating company can define functions and parameters in service profiles on the switch The operating company can assign a customer up to eight service IDs m is assigned by the telephone company is referenced to the PROFKEY field of the DMS SCAIPROF table must be a number between 0 255 Application ID uniquely identifies Symposium Call Center Server in a customer s network in other words within the set of public and private switches with which a customer s host application can establish a session Symposium and DMS MSL 100 Switch Guide 85 Configuring the switch Standard 1 0 m identifies the specific customer host application for example Symposium Call Center Server OPEN IVR TAPI Driver initiating the logon request assigned by the customer must be a number between 1 32767 This number must be different for all the other applications connected to the linkset Service Version uniquely identifies the application level signaling version on a specific switch Succession CCM release SCAI version DMS release MLS release rate CCM10 SCAI12 NA10 MSL12 CCM11 SCAI13 NAI1 CCM12 SCAI14 NA12 MSL14 CCM13 SCAII5 NA13 CCM 14 SCAII5 NA14 MSL15 CCM15 SCAI16 NA15 CCM16 SCAI17 NA16 CCM17 SCAI7 NA17 MSL17 SE06 Note Symposium Call Center Server supports a minimum of CCM10 The switch releases must be able to suppo
49. ent Guide and online Help for detailed instructions 68 Symposium Call Center Server April 2004 Configuring the switch Configuring agent phonesets Introduction You must configure each phoneset that Symposium Call Center Server acquires The server must acquire phonesets so that it can monitor the status of each phoneset present calls to each phoneset Phoneset keys An agent can log on to any phoneset providing that he or she enters a valid logon ID However to ensure that the agent can use all of the key enabled features available to him or her the agent must log on to the phoneset that has been configured as his or her unique Position ID Note For reporting purposes an agent must log on to a phoneset configured as part of the ACD group to which the agent belongs The following table lists special considerations for agent phoneset keys when you are using Symposium Call Center Server 3 Way A call is pegged as a conference when the agent presses the 3WC Conference key and then completes the call Fast A call is pegged as a transfer when the agent uses the Fast Transfer Transfer _ key and then completes the call DN The Secondary DN key is usually used for personal calls Symposium Call Center Server can only acquire and monitor one secondary DN on each agent phoneset Symposium and DMS MSL 100 Switch Guide 69 Configuring the switch Standard 1 0 Line of Symposium Call
50. er configuring agent logons on the switch you must configure them on Symposium Call Center Server To do so refer to the Administrator s Guide If you are using the Symposium Call Center Web Client refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions Note The agent phonesets configured on the switch must have matching data configured on Symposium Call Center Server If at any time you edit any of the data on Symposium Call Center Server you must reconfigure the resource on the switch Symposium and DMS MSL 100 Switch Guide 77 Configuring the switch Standard 1 0 78 Symposium Call Center Server April 2004 Configuring the switch Section C Checking the server configuration In this section Overview of server configuration 80 Checking the server configuration 81 Relationship of server configuration and switch datafill 83 Symposium and DMS MSL 100 Switch Guide 79 Configuring the switch Standard 1 0 Overview of server configuration Installation of Symposium Call Center Server enables you to configure the connection to the switch After the installation you can view the configuration information to confirm that it was entered correctly Note This section describes how to view the configuration from a client PC You can also use the Feature Reports utility on the server For more information about this utility refer to the Installation and Maintenance Guide 8
51. erver Note The rules for the EIU also apply to the 3PC card Before you begin Before you begin to install and configure either the EIU or the ICM link you must ensure you have performed all tasks and recorded all required information as detailed in the following list Obtain an EIU Media Access Control MAC address from Nortel Networks You can request a MAC address by e mailing a request to Nortel Networks at the following address macadd nortelnetworks com Ensure that Nortel Networks enabled the DMS features for ACD routing and the ICM link Software Option Control SOC Configure ACD groups and the included agents on the switch Install the three required DMS EIU circuit packs Datafill the DMS IP interface tables Install the necessary client drivers for example an IVR and TAPTI Test the TCP IP link between the client application and the DMS EIU interface m Install all required applications for example IVR system and Symposium Call Center Server If your installation of Symposium Call Center Server includes a router system and firewall you must also complete these tasks Install the network cable from the EIU to the router and firewall Configure the DMS side router and firewall 32 Symposium Call Center Server April 2004 Getting started Install the network cable from the router to the Channel Service Unit CSU or any other transport device Install the client CSU
52. es on the Internet TCP IP is the standard protocol for transmitting data over networks treatment See call treatment user created script A script that is created by an authorized user on the Symposium Call Center Server system Primary and secondary scripts are user created scripts 134 Symposium Call Center Server April 2004 Glossary user defined script A script that is modified by an authorized user on the Symposium Call Center Server system utility A program that performs a specific task usually related to managing system resources Operating systems contain a number of utilities for managing disk drives printers and other devices V validation The process of checking a script to ensure that all the syntax and semantics are correct A script must be validated before it can be activated variable A placeholder for values calculated within a script such as CLID Variables are defined in the Script Variable Properties sheet and can be used in multiple scripts to determine treatment and routing of calls entering Symposium Call Center Server See also call variable global variable W WAN See also Wide area network Wide area network A computer network that spans a relatively large geographical area Typically a WAN consists of two or more local area networks LANs The largest WAN in existence is the Internet workload scenarios Sets of configuration values defined for typical patterns of system opera
53. es the call according to the response returned from Symposium Call Center Server If the timer expires before a response is received the switch routes the call to a default ACD group which is defined for the CDN on the switch For more information about default ACD routing see Configuring CDNs in controlled and default mode on page 62 ATTENTION The timer value configured on Symposium Call Center Server must be set to a value lower than the timer value configured on the switch CDN operation is based on the existing ACD model on the switch A CDN can be viewed as an ACD group with the following characteristics Inthe normal operation the switch does not control the overflow or routing fora CDN ACDGRP Calls in the CDN are handled by Symposium Call Center Server m There are no agents or supervisors associated with a CDN m Inthe servord utility ACD agents cannot be defined for a CDN s ACDGROUP Note Never add options to the tables m There are no subgroups assigned to a CDN A subgroup cannot be defined for a CDN in table ACDSGRP m The CDN priority is set to zero In table DNROUTE the priority of the primary DN and the priority of the secondary DN of a CDN ACDGROUP is set to zero m A CDN group can be defined in an NACDGRP table as a networked acdgroup however the timers must be set correctly to keep the switch from taking the call back and sending it to another switch and agent a The existing table A
54. ession An expression used in scripts to test for different conditions Relational expressions are less than lt greater than gt less than or equal to lt greater than or equal to gt and not equal to lt gt See also expression logical expression mathematical expression Remote Access Services A feature built into Windows NT and Windows 95 that enables users to log on to an NT based LAN using a modem X 25 connection or WAN link This feature is also known as Dial Up Networking Replication server A server that backs up the Active server to the Standby server in real time reporting supervisor The supervisor who has primary responsibility for an agent When an agent presses the Emergency key on the phoneset the emergency call is presented to the agent s reporting supervisor See also associated supervisor RSM See Real time Statistics Multicast S sample script A script that is installed with the Symposium Call Center Server client Sample scripts are stored as text files in a special folder on the client The contents of these scripts can be imported or copied into user scripts to create scripts for typical call center scenarios SCM See Service Control Manager script A set of instructions that relates to a particular type of call caller or set of conditions such as time of day or day of week See also Master script primary script secondary script Symposium and DMS MSL 100 Switch Gu
55. etween the switch and an application that allows the application to control the telephone on a user s desktop threshold A value for a statistic at which system handling of the statistic changes Symposium and DMS MSL 100 Switch Guide 133 Glossary Standard 1 0 threshold class A set of options that specifies how statistics are treated in reports and real time displays See also display threshold pegging threshold Time Division Multiplex A method of transmission in which a signal is separated into multiple segments at the transmission source and then reassembled at the receiving end time intrinsic A script element that stores information about system time including time of day day of week and week of year See also call intrinsic intrinsic skillset intrinsic traffic intrinsic Token Ring A PC network protocol developed by IBM A Token Ring network is a type of computer network in which all the computers are arranged schematically in a circle traffic intrinsic An intrinsic that inserts information about system level traffic in a script See also call intrinsic intrinsic skillset intrinsic time intrinsic transition mode A skillset state in which the server presents already queued calls to a skillset New calls queued to the skillset are given out of service treatment See also night mode out of service mode Transmission Control Protocol Internet Protocol The communication protocol used to connect devic
56. ey the agent status is incorrectly reported on the real time display Voice Call Nortel Networks recommends that you do not configure this key on the agent phoneset If agents use this key the agent status is incorrectly reported on the real time display Before you begin Before configuring a phoneset you must perform the following tasks Log on to the switch from a MAP terminal with a user ID that has the privilege levels required to access the SERVORD utility 70 Symposium Call Center Server April 2004 Configuring the switch Define the ACD group to which the agent phoneset belongs in table ACDGRP see Configuring ACD groups on page 57 Define the ACD subgroup to which the agent phoneset belongs in table ACDSGRYP see Configuring ACD subgroups on page 65 Configuring agent phonesets 1 10 Start the Service Orders utility by typing SERVORD and pressing Enter Result The gt prompt appears Type new and press Enter Result The DN prompt appears Enter the DN for the In Calls key on the phoneset Result The LCC_ACC prompt appears Enter a valid value This is the value of the set type for example m2616 The result that appears after you enter this value varies depending on the type of set you are using Result The GROUP prompt appears Type the name of the customer group to which you added the ECM in the CUSTNTWK table Result The SUBGRP prompt appears Ty
57. fer key It is pegged as a conference when the agent uses the 3 way calling 3WC key Note The transfer or conference is pegged when the agent completes the transfer or conference by pressing the key the second time Prior to this RTD displays the agent in ConsultInit status Secondary DN keys An agent phoneset can contain multiple secondary DN keys However in this release Symposium Call Center Server can only monitor one DN key on each phoneset Therefore Nortel Networks recommends that you configure only one DN key on each agent phoneset You must add the ECM option against the secondary DN before the DN can be acquired by Symposium Call Center Server Note Symposium Call Center Server does not support multiple appearance DNs Emergency key The Emergency key enables an agent to forward a call to his or her supervisor in the event of an emergency When an agent presses the Emergency key the supervisor configured as the agent s reporting supervisor on Symposium Call Center Server is notified The Emergency key on the supervisor phoneset rings and if the supervisor is logged on to the server the Emergency Indicator appears Symposium and DMS MSL 100 Switch Guide 25 Getting started Standard 1 0 Once the agent has forwarded the call to his or her supervisor the light next to the agent s Emergency key flashes If the supervisor answers the call within 30 seconds the light next to the agent s Emergency key no
58. fferent from the ACD MIS that if datafilled reports the default codes Symposium and DMS MSL 100 Switch Guide 27 Getting started Standard 1 0 Agent actions events DMS actions Enters more than three LOB codes Enters an LOB code after the caller hangs up Enters an invalid LOB code Presses the LOB key twice in quick succession Sends all of the entered codes to the host Note This action is different from the ACD MIS that reports only the first three codes Waits for a fixed amount of time 2 5 seconds before tearing the call If an agent presses the LOB key during this interval it waits for the agent to finish entering the code and then sends the code in a dv LOB Event U message Validates all the codes Accepts only the codes from 000 through 999 and the special code of Sends the dv LOB Event U message only for the valid codes Restarts the LOB feature on the second pressing of the key Note This action is different from that of Nortel Networks PBX offering for which this action is a shortcut for the agent to enter the default code Notes 1 The switch does not allow agents to press the LOB key while they are in conference with another agent 2 The server does not monitor activity codes for DN calls 28 Symposium Call Center Server April 2004 Gettingstarted Variable Wrap feature When an agent releases a call the Variable Wrap featur
59. gent logs off or the administrator can put it into night mode manually See also out of service mode transition mode NPA See Number Plan Area Number Plan Area Area code object linking and embedding A compound document standard that enables you to create objects with one application and then link or embed them in a second application ODBC See Open Database Connectivity 126 Symposium Call Center Server April 2004 Glossary OEM Original equipment manufacturer OLE See object linking and embedding Open Database Connectivity A Microsoft defined database application program interface API standard out of service mode A skillset state in which the skillset does not take calls A skillset is out of service if there are no agents logged on or if the supervisor puts the skillset into out of service mode manually See also night mode transition mode out of service skillset A skillset that is not taking any new calls While a skillset is out of service incoming calls cannot be queued to the skillset See also skillset P pegging The action of incrementing statistical counters to track and report on system events pegging threshold A threshold used to define a cut off value for statistics such as short call and service level Pegging thresholds are used in reports PEP See Performance Enhancement Package Performance Enhancement Package A Symposium Call Center Server supplementary software appl
60. he configuration Standard 1 0 WAIT 2 GIVE RAN welcome_RAN_gv WAIT 2 GIVE RAN holiday_RAN_gv QUIT Verifying music RAN route configurations To verify that RAN or music routes are correctly configured make a call to the CDN for which RAN or music treatment is configured The correct treatment should be received 98 Symposium Call Center Server April 2004 Verifying the configuration Verifying that DNISs are correctly configured Introduction To enable Symposium Call Center Server to monitor dialed numbers primary and supplementary ACD DNs you must configure them on the switch and define them as DNISs on the server If DNISs are correctly configured calls to DNISs receive the correct treatment Before you begin Before using this procedure complete these tasks 1 Define a CDN Ensure that it is correctly configured on both the switch and Symposium Call Center Server 2 Define one DNIS Ensure that the DNIS is correctly configured on both the switch and Symposium Call Center Server 3 Define an agent Ensure that the agent is correctly configured on both the switch and Symposium Call Center Server 4 Define a skillset on Symposium Call Center Server For information on defining skillsets refer to the Administrator s Guide If you are using the Symposium Call Center Web Client refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions 5 Assign the agent to the s
61. his section lists problems that can occur during verification of the configuration For each problem it suggests possible causes The server does not receive information from the switch This occurs if Symposium Call Center Server is not logged on to the switch if your customer group is not configured to receive SCAI messages from the switch or if the ELAN is not available or is incorrectly configured Ensure that the following conditions have been met m The server s IP address is correctly configured in table SCAICOMS The server s net node ID business group ID and linkset name are correctly configured in table SCAIGRP Your customer group is configured with the ECM option in table CUSTNTWK a The ELAN is correctly installed and configured To check the ELAN use the ping and tracert utilities on Symposium Call Center Server and the SNPINGCI utility on the switch For more information about the ping and tracert utilities refer to the Installation and Maintenance Guide For more information about the SNPINGCI utility refer to the DMS Utilities Guide The client cannot log on to Symposium Call Center Server This occurs if the Symposium Call Center Server components are down the customer LAN is not available or the customer LAN is incorrectly configured Ensure that the following conditions have been met m The server components are UP To check the status of the components use the SMonW utility on the server If
62. iable Wrap VARWRAP option is enabled When an agent releases a call the Variable Wrap feature prevents another call from being presented to the agent for a specific period of time If you do not want to allow wrap up time at the end of a call set the wrap time to zero 0 m The Not Ready on Secondary DN NROSDN option is enabled Use this option if you do not want Symposium Call Center Server to present calls to agents who are active on their secondary DN Symposium and DMS MSL 100 Switch Guide 91 Verifying the configuration Standard 1 0 Verifying that phonesets are correctly configured Introduction To verify that a phoneset is correctly configured ensure that it is configured as a type Meridian Digital Centrex MDC and that all keys are correctly configured For information about the interaction of keys and Symposium Call Center Server see Configuring agent phonesets on page 69 and Configuring supervisor phonesets on page 74 Before you begin Before verifying the phoneset you must log on to the switch from a MAP terminal with a user ID that has the privilege levels required to access the QLEN utility Verifying agent phoneset configurations To verify that phonesets are correctly configured check the phoneset configuration using the QLEN command For more information about this command see the SERVORD Reference Manual Ensure that the following conditions have been met for each agent phoneset
63. ication that enhances the functionality of previously released software by improving performance adding functionality or correcting a problem discovered since the original release Symposium and DMS MSL 100 Switch Guide 127 Glossary Standard 1 0 phoneset The physical device connected to the switch to which calls are presented Each agent and supervisor must have a phoneset phoneset display The display area on an agent s phoneset where information about incoming calls can be communicated Position ID A unique identifier for a phoneset used by the switch to route calls to the phoneset Referred to as Telephony Port Address in Symposium Call Center Server primary ACD DN A directory number that callers can dial to reach an ACD group primary script A script that is executed or referenced by the Master script A primary script can route calls to skillsets or it can transfer routing control to a secondary script See also Master script script secondary script RAN recorded announcement RAN route See recorded announcement route RAS See Remote Access Services Real time Statistics Multicast An interface that provides real time information to third party applications in either multicast or unicast format recorded announcement route A resource installed on the switch that offers a recorded announcement to callers 128 Symposium Call Center Server April 2004 Glossary relational expr
64. id Tell us about yourself Name Company Address Occupation Phone 1 What is your level of experience with this product New user L Intermediate L Experienced L Programmer 2 How do you use this book Learning Procedural Reference Problem solving 3 Did this book meet your needs Yes No If you answered No to this question please answer the following questions 4 What chapters sections or procedures did you find hard to understand 5 What information if any was missing from this book 6 How could we improve this book Please return your comments by fax to 353 91 756050 or mail your comments to Contact Center Documentation Research and Development Prime Nortel Networks Mervue Business Park Galway Ireland NORTEL NETWORKS Nortel Networks Symposium Call Center Server Symposium and DMS MSL 100 Switch Guide Nortel Networks Mervue Business Park Galway Ireland Copyright 2004 Nortel Networks All Rights Reserved Information is subject to change without notice Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant The process of transmitting data and call messaging between the Meridian 1 and Symposium Call Center Server is proprietary to Nortel Networks Any other use of the data and the transmission process i
65. ide 129 Glossary Standard 1 0 script variable See variable second level threshold The value used in display thresholds that represents the highest value of the normal range for a given statistic The system tracks how often the value for the Statistic falls outside this value secondary directory number A DN defined on the agent s phoneset as a Centrex line for incoming and outgoing non ACD calls secondary script Any script other than a Master or primary script that is referenced from a primary script or any other secondary script There is no pegging of statistics for actions occurring during a secondary script See also Master script primary script script server A computer or device on a network that manages network resources Examples of servers include file servers print servers network servers and database servers Symposium Call Center Server is used to configure the operations of the call center See also client service A process that adheres to a Windows NT structure and requirements A service provides system functionality Service Control Manager A Windows NT process that manages the different services on the PC service level The percentage of incoming calls answered within a configured number of seconds service level threshold A parameter that defines the number of seconds within which incoming calls should be answered 130 Symposium Call Center Server April 2004 Glossary S
66. ighest priority standby In skillset assignments a property that grants an agent membership in a skillset but makes the agent inactive for that skillset Symposium and DMS MSL 100 Switch Guide 131 Glossary Standard 1 0 Standby server A server that contains an up to date version of the database for use when the Active server becomes unavailable supervisor A user who manages a group of agents See also associated supervisor and reporting supervisor supplementary ACD DN A DN associated with a primary DN Any calls to the supplementary DN are automatically routed to the primary DN A supplementary DN can be a toll free 1 800 number SWCP See Symposium Web Center Portal switch The hardware that receives incoming calls and routes them to their destination switch resource A device that is configured on the switch For example a CDN is configured on the switch and then is used as a resource with Symposium Call Center Server See also acquired resource Symposium Agent An agent productivity tool that enables contact center agents to provide intelligent and personalized customer care Agents use a personal computer to access the agent telephony functions Symposium Call Center Server A client server contact center solution for varied and changing business requirements It offers a suite of applications that includes call processing and agent handling management and reporting networking and third party appli
67. iguring resources 54 datafill and server configuration relationship table 83 supported switches 10 troubleshooting 103 Symposium Call Center Server logon parameters Business Group 85 DMS password 85 MBG 85 Network Node 84 Service ID password 85 service version 86 Symposium Call Center Server Web Client 10 7 table data entering and editing 42 printing 42 Third Party Core 3PC 15 troubleshooting agent Variable Wrap state 108 agents or supervisors unable to log on 107 calls not presented to agents 108 client logon 103 overview 102 phoneset dial tone 104 resource configuration 106 server cannot acquire CDNs 106 server cannot acquire phonesets 106 server not monitoring activity on secondary DN 106 server not receiving switch information 103 subsystem link problems 103 supervisors emergency notification 107 V Variable Wrap state 108 verifying ACD 91 ACD groups and subgroups 91 agent phoneset configuration 92 agents configuration 94 CDNs configuration 95 DNIS configuration 99 DNISs sample script 100 ICM link 89 music and RAN route configuration 97 music and RAN route sample script 97 overview 88 phoneset configuration 92 server logon to switch 89 supervisor phoneset configuration 93 W Web Client 10 140 Symposium Call Center Server N ORT E L Reader Response Form Nortel Networks Symposium Call Center Server Prod lease 5 0 NETWORKS T aes DMSIMSL 100 Switch Gu
68. imple Network Management Protocol A systematic way of monitoring and managing a computer network The SNMP model consists of four components managed nodes which are any device such as hosts routers and printers capable of communicating status to the outside world via an SNMP management process called an SNMP Agent management stations which are computers running special network management software that interact with the Agents for status management information which is conveyed through exact specifications and format of status specified by the MIB Management Protocol or SNMP which sends messages called protocol data units PDUs site A system using Symposium Call Center Server that can be accessed using SMI skillset A group of capabilities or knowledge required to answer a specific type of call skillset intrinsic A script element that inserts information about a skillset in a script Skillset intrinsics return values such as skillsets integers and agent IDs These values are then used in queuing commands See also call intrinsic intrinsic time intrinsic traffic intrinsic skillset priority An attribute of a skillset assignment that determines the order in which calls from different skillsets are presented to an agent When an agent becomes available calls might be waiting for several of the skillsets to which the agent belongs The server presents the call queued for the skillset for which the agent has the h
69. ing ACD groups 00005 Configuring ACD subgroups Configuring DNs 0 0 00 cee eee eee ee Configuring agent phonesets Configuring supervisor phonesets Configuring logon IDs 0005 Section C Checking the server configuration Overview of server configuration Checking the server configuration Relationship of server configuration and switch datafill 10 11 12 13 19 24 31 32 Symposium and DMS MSL 100 Switch Guide vii Contents Standard 1 0 3 Verifying the configuration 87 OVEIVIEW 2s sas deel baie Mika a asa hb ket a a he gains 88 Verifying that the server can log on to the switch 89 Verifying ACD groups and subgroups 0 00000 e ee eee eee 91 Verifying that phonesets are correctly configured 92 Verifying that agents are correctly configured 00 94 Verifying that the CDNs are correctly configured 95 Verifying that music and RAN routes are correctly configured 97 Verifying that DNISs are correctly configured 0 99 4 Troubleshooting 101 OVEIVICW Se eG ena bee hd ee he ERA eae Se ee ERER 102 Subsystem link problems 0 0 0 0 cece eee cee eee ee 103 Resource configuration problems 00 000 urere rena 106 A Preinstallation checklis
70. ipts See also logical expression mathematical expression relational expression F first level threshold The value that represents the lowest value of the normal range for a statistic in a threshold class The system tracks how often the value for the statistic falls below this value G global settings Settings that apply to all skillsets that are configured on your system global variable A variable that contains values that can be used by any script on the system You can only change the value of a global variable in the Script Variable Properties sheet You cannot change it in a script See also call variable variable H Host Data Exchange A rich scripting language provided with Symposium Call Center Server to control treatment of calls I ICM See Intelligent Call Manager Symposium and DMS MSL 100 Switch Guide 123 Glossary Standard 1 0 Incalls key The key on an agent phoneset to which incoming ACD and Symposium Call Center Server calls are presented Intelligent Call Manager A high capacity call center TCP IP interface to the switch that enables the exchange of messages between the switch and a remote host computer Interactive voice response An application that allows telephone callers to interact with a host computer using prerecorded messages and prompts Internet Protocol address An identifier for a computer or device on a TCP IP network Networks use the TCP IP protocol to route messages based on the I
71. killset on the server For information on assigning agents to skillsets refer to the Administrator s Guide If you are using the Symposium Call Center Web Client refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions 6 Create a Master script similar to the following sample validate it and activate it For information on creating a Master script refer to the Scripting Guide Note The sample script uses the skillset skillset_A_sk and the DNIS 800 555 4567 Symposium and DMS MSL 100 Switch Guide 99 Verifying the configuration Standard 1 0 Sample script GIVE RINGBACK WAIT 2 IF DNIS 8005554567 THEN QUEUE TO SKILLSET skillset_A_sk WAIT 2 LOG using DNIS QUIT END IF WAIT 5 LOG did not have DNIS QUIT Verifying DNIS configurations To verify that DNISs are correctly configured make a call to the DNIS The call should be queued to the correct skillset 100 Symposium Call Center Server Chapter 4 Troubleshooting In this chapter Overview Subsystem link problems Resource configuration problems 102 103 106 Symposium and DMS MSL 100 Switch Guide 101 Troubleshooting Standard 1 0 Overview This section describes problems that can occur as well as possible causes and recommended solutions for these problems 102 Symposium Call Center Server April 2004 Troubleshooting Subsystem link problems Introduction T
72. les LIUINV IPNETWRK IPROUTER IPHOST and IPTHRON must be datafilled in the switch Network and Router Components Component Required Optional Description Dedicated Ethernet WAN Yes Provides higher link Network reliability and bandwidth by reducing packet collisions and retransmits Symposium and DMS MSL 100 Switch Guide 113 Preinstallation checklist Standard 1 0 Component Required Optional Description Firewall Software Yes Provides isolation of the Telco network and switch from unauthorized external access 10Base T Ethernet Hub Yes Provides Ethernet connectivity between network components Minimum of 1 is required at both the Telco and CPE ends 10Base T Category 5 UTP Yes Length as required Cabling ISDN NT 1 Adapter Yes Required if using a Quad BRI adapter on a Nortel Networks ASN router for ISDN BRI connectivity CPE Components Component Required Optional Description CTI Server Yes Endpoint of ICM link 114 Symposium Call Center Server Glossary A accelerator key A key on a phoneset that an agent can use to place a call quickly When an agent presses an accelerator key the system places the call to the configured number associated with the key For example if an agent presses the Emergency key the system places a call to the agent s supervisor access class A collection
73. mposium Call Center Server can only be associated with one linkset to the switch To allow Symposium Call Center Server to log on to the switch you must configure the following tables on the switch SCAICOMS Defines linkset names and assigns them to the appropriate hardware device This enables a logical pathway through the EIU to Symposium Call Center Server BGDATA Allows multiple switches to share MDC features This table associates a business group ID BGID with a customer group SCAIGRP Associates a business group ID for a customer group with a linkset The parameters specified allow Symposium Call Center Server to log on to the switch SCAISSRV Defines a series of profiles for ICM messages and what information is included in the messages SCAIPROF Assigns services to Symposium Call Center Server by associating them with a linkset CUSTNTWK Assigns a network ID to your organization s network The network ID identifies your organization s network within the telephony environment Before you begin Before you perform this procedure log on to the switch from a Maintenance Administration Position MAP terminal with a user ID that has the privilege levels required to change these tables 38 Symposium Call Center Server April 2004 Configuring the switch Configuring ICM security In order to establish a secure ICM session you must configure the following parameters on the switch Linkset name This is the
74. mposium Call Center Server to present calls to agents who are active on their secondary DN The server can only acquire and monitor one secondary DN on each phoneset Result The utility prompts you to save the new ACD group 21 Type to end the datafill for the group Symposium and DMS MSL 100 Switch Guide 61 Configuring the switch Standard 1 0 22 Type Y to save the TUPLE and press Enter 23 Repeat steps 2 through 21 for each ACD group of this type that you want to create 24 To exit from the table type quit and press Enter Configuring CDNs in controlled and default mode Table ACDGRP defines an ACD group s configuration and the options associated with the group Table ACDGRP must be changed to add the CDN option The CDN option is used to indicate a controlled DN that holds incoming calls that are routed by Symposium Call Center Server Also the default ACD group and the ICCM_RESP timer are suboptions of the CDN option When the CDN is in the CONTROLLED state the switch does not control the Audio Overflow or Routing fora CDN ACDGRP Calls in the CDN are handled by Symposium Call Center Server The existing ACDGRP fields such as ACD Ring Threshold Priority Promotion and Forced Night Service are not meaningful with an ACDGRP that has the CDN option You must ensure that the relevant ACD ring thresholds in the ACD group table are set to 0 When you set the ACD ring threshold to 0 the system is able to redirect calls
75. nodes within the network a identifying significant events SNMP traps such as alarms reporting specifying formats of alarms Master script The first script executed when a call arrives at the Symposium Call Center Server A default Master script is provided with Symposium Call Center Server but it can be customized by an authorized user It can be deactivated but not deleted See also primary script script secondary script mathematical expression An expression used in scripts to add subtract multiply and divide values Mathematical expressions are addition subtraction division and multiplication See also expression logical expression relational expression Meridian Link Services A communications facility that provides an interface between the switch and a third party host application Symposium and DMS MSL 100 Switch Guide 125 Glossary Standard 1 0 See Management Information Base MLS See Meridian Link Services MSL 100 Meridian Stored Logic 100 switch music route A resource installed on the switch that provides music to callers while they wait for an agent network interface card An expansion board that enables a PC to be connected to a local area network LAN night mode A skillset state in which the server does not queue incoming calls to the skillset and in which all queued calls are given night treatment A skillset goes into night mode automatically when the last a
76. nt refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions 4 Assign one agent to each skillset on the server For information on assigning skillsets to agents refer to the Administrator s Guide If you are using the Symposium Call Center Web Client refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions 5 Create a Master script similar to the following sample validate it and activate it For information on creating a Master script refer to the Scripting Guide Note The sample script uses the skillsets skillset_A_sk and skillset_B_sk and the CDNs 416 555 7890 and 416 555 4891 Symposium and DMS MSL 100 Switch Guide 95 Verifying the configuration Standard 1 0 Sample script GIVE RINGBACK WAIT 2 IF CDN 4165557890 THEN QUEUE TO SKILLSET skillset_A_sk WAIT 2 LOG queued at CDN A QUIT END IF IF CDN 4165557891 THEN QUEUE TO SKILLSET skillset_B_sk WAIT 2 LOG queued at CDN B QUIT END IF WAIT 5 LOG did not arrive at either CDN QUIT To verify CDN configurations 1 On Symposium Call Center Server acquire the CDN by selecting it in the CDNs window and choosing File gt Acquire Result The CDN status changes to Acquire Pending and then to Acquired Log on each agent to a phoneset Make a call to each CDN Result The call is routed to the correct agent 96 Symposium Call Center Server
77. ntinue responding to the prompts to define the ACD DN or supplementary DN For more information about the prompts see the Translations Guide To define an ACD DN at the DNTYPE prompt type PRIM To define a supplementary DN at the DNTYPE prompt type SUPP Result The utility prompts you to save the new ACD DN or supplementary DN Type Y and press Enter Repeat steps 2 through 7 for each ACD DN that you want to define To exit from the table type quit and press Enter Configuring CDNs on the server CDNs configured on the switch must have matching data configured on Symposium Call Center Server If at any time you edit any of the data on Symposium Call Center Server you must reconfigure the resource on the switch For more information refer to the Administrator s Guide If you are using the Symposium Call Center Web Client refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions Note If you intend to reconfigure a CDN you must first deacquire the CDN edit the configuration parameters and then reacquire the CDN Configuring DNISs on the server If you want Symposium Call Center Server to report on calls to your primary and supplementary ACD DNs you must configure them as Dialed Number Identification Services DNISs on the server For more information refer to the Administrator s Guide If you are using the Symposium Call Center Web Client refer to the Symposium Call Center Web Cli
78. of access levels that defines the actions a member of the access class can perform within the system For example a member of the Administrator access class might be given a collection of Read Write access levels access level A level of access or permission given to a particular user for a particular application or function For example a user might be given View Only access to historical reports ACD call See Automatic call distribution call ACD DN See Automatic call distribution directory number ACD group See Automatic call distribution group ACD routing table See Automatic call distribution routing table ACD subgroup See Automatic call distribution subgroup Symposium and DMS MSL 100 Switch Guide 115 Glossary Standard 1 0 acquired resource A resource configured on the switch that is under the control of Symposium Call Center Server Resources must be configured with matching values on both the switch and Symposium Call Center Server activated script A script that is processing calls or is ready to process calls Before you can activate a script you must first validate it Active server In a system with a replication server the server that is providing call processing and administration services activity code A number that an agent enters on his or her phoneset during a call Activity codes provide a way of tracking the time agents spend on various types of incoming calls They are also kn
79. ovides a backup method for handling calls 3PC The Third Party Core 3PC card also known as the Call Agent Card provides processing power for the Communication Server 2100 compact configurations EIU The Ethernet Interface Unit EIU enables the switch to connect to an Ethernet network for communication with Symposium Call Center Server Note The rules for the EIU also apply to the 3PC card ICM The Intelligent Call Manager ICM serves as an interface between Symposium Call Center Server and the switch The ICM receives information from the switch and transmits it to Symposium Call Center Server It receives information from the server and transmits it to the switch The number available for Symposium Call Center Server depends on the number of other ICM based applications connecting to the switch The switch can support up to 16 ICM connections for CCM05 SCAIO7 through CCM 13 SCAI15 and up to 96 for CCM14 SCAII5 and higher This value is determined by the data in the iphost Symposium Call Center Server requires software packages ICM00001 ICM00010 or ICM00020 MSLO9 Note You must configure certain parameters to establish a secure ICM session For more information about configuring ICM security see the Administrator s Guide Symposium and DMS MSL 100 Switch Guide 15 Getting started Standard 1 0 Server The server component which uses Microsoft Windows 2000 software is responsible for functions such as the
80. own as Line of Business LOB codes For example the activity code 720 might be used to track sales calls Agents can then enter 720 on their phonesets during sales calls and this information can be generated in an Activity Code report administrator A user who is responsible for setting up and maintaining the Symposium Call Center Server agent A user who is responsible for handling customer calls agent logon ID A unique identification number assigned to a particular agent The agent uses this number when logging on The agent ID is not associated with any particular phoneset agent to skillset assignment A matrix that when you run it sets the priority of one or more agents for a skillset Agent to skillset assignments can be scheduled 116 Symposium Call Center Server April 2004 Glossary agent to supervisor assignment A definition that when you run it assigns one or more agents to specific supervisors Agent to supervisor assignments can be scheduled API See application program interface application 1 A logical entity that represents a Symposium Call Center Server script for reporting purposes The Master script and each primary script have an associated application The application has the same name as the script it represents 2 A program that runs on a computer application program interface A set of routines protocols and tools that programmers use to develop software applications APIs simplif
81. ows the relationships between fields in the Symposium Call Center Server configuration and tuples in the DMS tables Table of relationships The following table shows the DMS tuples that must match the fields on the Symposium Call Center Server Switch Configuration property page Symposium Call Center Server parameter DMS table Data Switch IP Address IPNETWRK CMIPADDR Network Node SCAIGRP NETNODEID Business Group SCAIGRP BGID Linkset Name SCAIGRP LINKSET Switch Password SCAIGRP PASSWORD Symposium and DMS MSL 100 Switch Guide 83 Configuring the switch Standard 1 0 Predefined values The following fields in the Symposium Call Center Server configuration have predefined values Symposium Call Center Server parameter Value Meaning Service ID 0 255 from table SCAIPROF Application ID Any user defined value Service Version 12 13 14 15 16 17 Identifies the connection profile parameters for communication between the switch and Symposium Call Center Server Symposium Call Center Server Release CCM010 Release CCM011 Release CCM012 Releases CCM013 CCM014 Release CCM015 Releases CCM016 CCM017 Note To change the Service ID or Service Version use the Feature Reports utility on the server These fields must be set correctly to allow you to take advantage of the features of the operating system that you are using Symposium Call Center Server logon parameters Network Nod
82. pe the name of the customer subgroup to which the agent phoneset belongs usually 0 and press Enter Result The NCOS prompt appears Enter a valid value Result The SNPA prompt appears Enter a valid value Result The KEY prompt appears Enter a valid value Result The RINGING prompt appears Type Y and press Enter Result The LEN_OR_LTID prompt appears Symposium and DMS MSL 100 Switch Guide 71 Configuring the switch Standard 1 0 11 Enter a valid value Result The OPTKEY prompt appears 12 Type and press Enter Result The utility prompts you to save the new phoneset settings Tip Before you save the configuration ensure that you perform the following tasks Assign the phoneset a valid DN Assign Make Set Busy MSB to valid keys Define any of the following keys if required secondary DN only one a 3 Way Conference 3WC Line of Business key LOB m Emergency key EMK Fast Transfer key FXR Notes f you use the EMK configure it for SuprPosID f you define a secondary DN the ECM option must be specified for the secondary DN key 13 Type Y and press Enter 14 Repeat steps 2 through 13 for each phoneset you want to define Configuring agent phonesets on the server After configuring agent phonesets on the switch you must configure them on Symposium Call Center Server To do so refer to the Administrator s Guide If you are using the Symposium Call Center Web Client r
83. pecified ICCM timer defined in table ACDGRP in the option CDN expired without any response from Symposium Call Center Server If Symposium Call Center Server does not respond to the notification due to a link or server problem the call is routed in default mode The call is routed to the default ACD after the timeout expires The call follows a path as defined in either the controlled or default call routing mode In the controlled call routing mode Symposium Call Center Server provides treatments as specified in the script In the default call routing mode the call is removed from the queue on the CDN and then it is sent to the default ACD group awaiting an available agent to answer the call The call follows a path as defined in either the controlled or default call routing mode In the controlled call routing mode Symposium Call Center Server routes the call to an agent qualified and available to answer the call In the default call routing mode the call is routed to an available agent in the default ACD group The call is answered by an available agent If you have purchased the Symposium Agent feature call data sent by TAPI enables a screen pop to appear on the agent s screen Symposium and DMS MSL 100 Switch Guide 23 Getting started Standard 1 0 Support for switch features Introduction ACD This section describes features configurable on the switch and explains how they interact with Symposium Call
84. posium Call Center Server to communicate with the switch perform the following tasks on the switch Configure the switch to enable it to connect with the server This involves datafilling the following tables SCAICOMS SCAISSRV SCAIPROF CUSTNTWK BGDATA and SCAIGRP Configure recorded announcements RANs and music routes Configure ACD groups Each Controlled Directory Number CDN primary or supplementary ACD DN and phoneset must be assigned to an ACD group Configure ACD subgroups You can use subgroups to divide agents into smaller groups for support and monitoring Each subgroup can be assigned a supervisor 54 Symposium Call Center Server April 2004 Configuring the switch Configure each CDN to be acquired by the server and each primary or supplementary ACD DN to be monitored by the server Configure the phonesets to be acquired and monitored by the server Configure the logon IDs that agents and supervisors use to log on to their phonesets this is only required if it is required by the office parameters Configuring the server To configure Symposium Call Center Server to acquire and monitor switch resources you must perform these tasks from the System window on the client Configure and acquire CDNs Configure and acquire phonesets Configure RAN and music routes Configure Dialed Number Identification Services DNISs that you want the server to monitor Configure agents and supervisor
85. red ICM to work with the switch Note This guide assumes that the switch has been correctly installed and is operational with all current Product Enhancement Packages PEPs applied For information on which PEPs to install on the switch contact your Nortel Networks customer support representative Symposium Call Center Server April 2004 Getting started Skills you need Introduction This section describes the skills and knowledge you need to use this guide effectively Nortel Networks product knowledge Knowledge of or experience with the following Nortel Networks products can be of assistance when configuring the switch to communicate with Symposium Call Center Server Symposium Call Center Server DMS switch Switch release CCM010 SCAI12 to CCM017 SCAI17 Intelligent Call Manager switch translation release ICM00001 to ICM00075 Maintenance Administration Position MAP terminal m Service Orders servord utility a Switch Translation Guide Automatic Call Distribution ACD other switch administration and monitoring tools PC experience or knowledge Knowledge of or experience with the following PC products is of assistance when administering the Symposium Call Center Server Microsoft Windows 2000 or Windows XP Other experience or knowledge Other types of experience or knowledge that might be of use include TCP IP networking Symposium and DMS MSL 100 Switch Guide 11 Getting started Standard
86. roup of this type that you want to create To exit from the table type quit and press Enter Symposium and DMS MSL 100 Switch Guide 59 Configuring the switch Standard 1 0 To configure ACD groups for ACD DNs phonesets and agents Note Any modifications to the ACDGRP table must be applied to the default ACD group not the CDN 1 10 11 12 Edit the ACDGRP table by typing table ACDGRP and pressing Enter Result The gt prompt appears At the gt prompt in the ACDGRP table type add and press Enter Result The utility prompts you for the ACDNAME Enter a name for the ACD group Result The utility prompts you for the CUSTGRP Enter a name for the customer group of the ACD DN Result The utility prompts you for the ACDRNGTH Enter a valid value Note The timer value configured on Symposium Call Center Server must be set to a value lower than the timer value configured on the switch Result The utility prompts you for the THROUTE Enter a valid value Result The utility prompts you for the NSROUTE Enter a valid value Result The utility prompts you for the PRIOPRO Enter a valid value Result The utility prompts you for the DBG Enter a valid value Result The utility prompts you for the MAXCQSIZ Enter a value between 0 511 Result The utility prompts you for the MAXWAIT Enter a valid value Result The utility prompts you for the ACDMIS Enter a valid value 60 Symposium Call
87. rt the intended SCAI version however a lower SCAI version can be run from a more recent version of software must be a number between 0 65535 86 Symposium Call Center Server Chapter 3 Verifying the configuration In this chapter Overview 88 Verifying that the server can log on to the switch 89 Verifying ACD groups and subgroups 91 Verifying that phonesets are correctly configured 92 Verifying that agents are correctly configured 94 Verifying that the CDNs are correctly configured 95 Verifying that music and RAN routes are correctly configured 97 Verifying that DNISs are correctly configured 99 Symposium and DMS MSL 100 Switch Guide 87 Verifying the configuration Standard 1 0 Overview Introduction This section describes how to verify that the switch has been set up correctly Before you continue ensure that you have configured Symposium Call Center Server as described in the Administrator s Guide Verifying the configuration You must verify that the switch has been configured correctly This section explains the procedure you must follow to verify the following configurations Symposium Call Center Server can log on to the switch over the ICM link a ACD groups and subgroups are correctly configured Agent phonesets are correctly configured Agents and supervisors are configured to log on a CDNs are correctly configured Music and RAN routes are correctly configured a DNISs primar
88. s For detailed instructions refer to the Administrator s Guide If you are using the Symposium Web Client refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions Symposium and DMS MSL 100 Switch Guide 55 Configuring the switch Standard 1 0 Configuring RAN and music routes Introduction You can use RAN and music routes to provide feedback to callers while they are waiting in queue You might want to configure a RAN informing callers of the amount of time they can expect to remain in queue before their call is answered While they wait in queue you can define a specific type of music that they hear Configuration of RAN and music routes involves the following tasks 1 De ON RS TU Define trunks to be used for music and RAN in table CLLI Common Language Locator Identifier Define RAN circuits in table DRAMS Digitally Recorded Announcement Machine Configure announcements and music in table ANN Associate announcements and music with trunk cards in table ANNMEMS Record announcements with the DRAMREC utility Define treatments in table AUDIO Note Table AUDIO defines audio routes available for broadcast for ACD groups If you use a GIVE RAN or a GIVE MUSIC command in a script you must include a parameter specified in the AUDIO table Associate treatments with routes in table OFRT office route or IBNRTE Assign the ACDQ parameter to routes you want to make available
89. s a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach Publication number 297 2183 912 Product release 5 0 Document release Standard 1 0 Date April 2004 NORTEL NETWORKS
90. sets into transition mode manually In transition mode Symposium Call Center Server refuses any new calls but continues to present queued calls to agents When no more calls are waiting the server puts the skillset into night service mode Skillsets go into night service mode automatically when all agents log off you can also put them into night service mode manually In night service mode the server refuses calls for the skillset and gives night treatment to any queued calls ATTENTION Do not configure the night service key on supervisor phonesets Symposium Call Center Server does not support this feature 30 Symposium Call Center Server April 2004 Gettingstarted Preinstallation checklist Completing a preinstallation checklist Before attempting to configure the switch for Symposium Call Center Server Nortel Networks recommends that you complete a checklist of the required and optional components for the switch the network and router system and the CPE For information about completing the checklist refer to the example in Appendix A Preinstallation checklist on page 112 Symposium and DMS MSL 100 Switch Guide 31 Getting started Standard 1 0 Configuration tasks Introduction Configuration of the switch to communicate with Symposium Call Center Server involves installing and configuring the EIU installing and configuring ICM configuring the switch and configuring Symposium Call Center S
91. ssary default skillset The skillset to which calls are queued if they have not been queued to a skillset or a specific agent by the end of a script desktop user A configured user who can log on to the Symposium Call Center Server from a client PC DHCP See dynamic host configuration protocol Dial Up Networking See Remote Access Services Dialed Number Identification Service An optional service that allows Symposium Call Center Server to identify the phone number dialed by the incoming caller An agent can receive calls from customers calling in on different DNISs and if the DNIS is displayed on the phoneset can prepare a response according to the DNIS directory number The number that identifies a phoneset on a switch The directory number DN can be a local extension local DN a public network telephone number or an automatic call distribution directory number ACD DN directory number call A call that is presented to the DN key on an agent s phoneset display threshold A threshold used in real time displays to highlight a value below or above the normal range DMS Digital Multiplex Switch DN See directory number Symposium and DMS MSL 100 Switch Guide 121 Glossary Standard 1 0 DN call See directory number call DNIS See Dialed Number Identification Service dongle The attachment plugged into the parallel port of a server connected to a DMS MSL 100 switch that authenticates
92. t The PASSWORD prompt appears For more information see Switch Password on page 85 Enter the password that Symposium Call Center Server uses to log on to the switch Result The NETNODID prompt appears Enter the customer network ID that you defined in table CUSTNTWK Result The BGID prompt appears Enter the business group ID that you defined in table BGDATA Result The OPTIONS prompt appears Configure the following option for Symposium Call Center Server Option Value LINKSET The linkset name defined for the server in table SCAICOMS You must type after the last linkset name for the group Result The utility prompts you to save the new configuration Type Y and press Enter To exit from the table type quit and press Enter 46 Symposium Call Center Server April 2004 Configuring the switch Configuring SCAISSRV Introduction Table SCAISSRV defines a series of profiles for ICM messages and specifies what information is included in the messages The switch makes these messages available to Symposium Call Center Server The table below indicates the default configuration of table SCAISSRV Nortel Networks recommends that you use the default configuration for Symposium Call Center Server Note If you edit the parameters in table SCAISSRV you must restart Symposium Call Center Server for the changes to take effect You cannot make any changes to the default services any service with a at the
93. t 111 Preinstallation checklist 0 0 2c cece eee ee eee 112 Glossary 115 Index 137 viii Symposium Call Center Server Chapter 1 Getting started In this chapter Overview Skills you need What s new in Release 5 0 Components How Symposium Call Center Server communicates with the switch Support for switch features Preinstallation checklist Configuration tasks 10 11 12 13 19 24 31 32 Symposium and DMS MSL 100 Switch Guide Getting started Standard 1 0 Overview Throughout this guide the term DMS switch applies to the following switch types a DMS Switch MLS 100 m Succession 2000 Nortel Networks Communication Server 2100 Symposium Call Center Server works in conjunction with other systems to ensure that calls entering your call center are successfully routed to agents qualified to handle the calls To enable the features of your Symposium Call Center Server you must configure the following systems a the DMS MSL 100 switch m Intelligent Call Manager ICM formerly CompuCALL Symposium Call Center Server This guide explains how to configure the switch to work with Symposium Call Center Server To find out how to configure the server refer to the Administrator s Guide If you are using the Symposium Call Center Web Client refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions This guide assumes that you have already configu
94. ter SCAISSRV SCAIPROF SUBSERV PROFKEY PROFILE CTXEVENT10 BESTAIRTOR1 11 CTXEVENT10 ACDEVENT11 ACDEVENT11 ACDEVENT11 TPCC09 RESOURCE11 TPAC36 SCAISWCO09 DNQUERY07 TPQC10 ICCM10 SCAICOMS LINKSET SCAILNKS IP address of the server BESTAIRTOR1 TCP 50 100 77 65 CUSTENG CUSTNTWK CUSTNAME CUSTNAME NETNAME NETCGID OPTIONS BESTAIR BESTAIR PUBLIC CLID OFFNET ECM BGDATA BGID OPTIONS LOCAL 5 CUSTGRP BESTAIR N 10 Y00 SCAIGRP SCAIGNAM PASSWORD NETNODID OPTIONS BESTLOGIN1 BESTPWD LINKSET BESTAIRTOR1 G101335 40 Symposium Call Center Server April 2004 Configuring the switch The following illustration shows the relationships between the parameters in these tables Service a Y CTXEVENT10 ACDEVENT11 BESTAIRTOR1 11 CTXEVENT10 ACDEVENT11 Linkset name BESTAIRTOR1 BESTAIR lt amp __ BESTAIR Customer group name LOCAL 5 BESTAIR Customer group ID Linkset name LOCAL 5 BESTAIRTOR1 G101336 Symposium and DMS MSL 100 Switch Guide 41 Configuring the switch Standard 1 0 To enter and edit data in the tables If you have entered an incorrect parameter in a table you can change the parameter without discarding the parameters that have been entered correctly To change an incorrect parameter 1 Access the table for whi
95. ter the office code for the CDN 66 Symposium Call Center Server April 2004 Configuring the switch Result The STAT prompt appears 5 Enter the remainder of the directory number for the CDN Result The DN_SEL prompt appears 6 Type FEAT and press Enter Result The FEATURE prompt appears 7 Type ACD and press Enter Result The ACDGRP prompt appears 8 Type the name of the ACD group you defined for this CDN in table ACDGRP and press Enter Result The DNTYPE prompt appears 9 Ifyou are assigning the first DN to the group type PRIM and press Enter You must define all other DNs as SUPP Result The TRUNK prompt appears 10 Type 0 zero and press Enter Result The LINE prompt appears 11 Type 0 zero and press Enter Result The utility prompts you to save the new CDN 12 Type Y and press Enter 13 Repeat steps 2 through 12 for each CDN that you want to define 14 To exit from the table type quit and press Enter To configure an ACD DN or supplementary DN 1 Edit the DNROUTE table by typing table DNROUTE and pressing Enter Result The gt prompt appears Type add and press Enter Result The DN prompt appears Enter the DN for the ACD DN or supplementary DN Result The DN_SEL prompt appears Symposium and DMS MSL 100 Switch Guide 67 Configuring the switch Standard 1 0 4 Type FEAT and press Enter Result The FEATURE prompt appears 5 Type ACD and press Enter Result The ACDGRP prompt appears 6 Co
96. the serial number required at the time of server installation dynamic host configuration protocol A protocol for dynamically assigning IP addresses to devices on a network dynamic link library A library of executable functions or data that can be used by a Windows application Typically a DLL provides one or more particular functions and a program accesses the functions by creating either a static or dynamic link to the DLL Several applications can use a DLL at the same time ELAN See embedded local area network embedded local area network A dedicated Ethernet TCP IP LAN that connects the server in Symposium Call Center Server and the switch Emergency key A key on an agent s phoneset that when pressed by an agent automatically calls his or her supervisor to notify the supervisor of a problem with a caller 122 Symposium Call Center Server April 2004 Glossary event 1 An occurrence or action on the Symposium Call Center Server such as the sending or receiving of a message the opening or closing of an application or the reporting of an error Some events are for information only while others can indicate a problem Events are categorized by severity information minor major and critical 2 An action generated by a script command such as queuing a call to a skillset or playing music expression A building block used in scripts to test for conditions perform calculations or compare values within scr
97. the switch When the variable wrap period elapses agents go into Ready state If no calls are being presented to agents when they return to Ready state ensure that the settings for the variable wrap option on the switch in table ACDLOGIN or ACDGRP match the settings on Symposium Call Center Server in the agent s call presentation class Note If you do not configure Variable Wrap on the switch the Release Guard feature is enabled Release Guard prevents calls from being presented to the agent for 1 second after an active call is released Agents are not in Variable Wrap state after calls If agents go into Not Ready rather than Variable Wrap state after calls ensure that the following conditions have been met a The VARWRAP option is configured for the ACD group to which the agents belong or for the individual agents a The After Call Allow Variable Wrap option is set for the call presentation class to which the agents belong Agents are receiving calls when they are busy on the Secondary DN Symposium Call Center Server only monitors agent Not Ready on Secondary DN status for outbound calls This DN must be correctly configured on Symposium Call Center Server If calls are being presented to agents who are on an outbound call on a secondary DN ensure that the following conditions have been met The secondary DN is configured on the switch a The NRONOSDN option is configured for the ACD group to which the agents belong
98. tions Five typical workload scenarios entry small medium large and upper end are used in the Capacity Assessment Tool for capacity analysis for the Symposium Call Center Server Symposium and DMS MSL 100 Switch Guide 135 Glossary Standard 1 0 136 Symposium Call Center Server Index A ACD configuring groups 57 groups and subgroups verification 91 groups for CDN configuring 57 ring threshold 62 subgroups configuring 65 verification 91 ACD DNs ACD groups configuration 60 configuring 67 agents calls not presented 108 configuring ACD groups configuration 60 configuring logon IDs 76 configuring on the server 77 configuring phoneset 72 configuring phoneset keys 69 configuring phoneset on the server 72 configuring phonesets 69 71 unable to log on 107 verifying agents configuration 94 verifying phoneset configuration 92 94 B BGDATA configuring 44 updating table 44 Business Group logon parameters 85 C Call Agent Card 15 CDNs configuring 66 configuring in controlled mode 62 configuring in default mode 62 configuring on server 68 verifying configuration 95 client components 16 components client 16 server 16 configuration checking for server 81 DNIS sample script 100 logon failure 90 music and RAN routes sample script 97 server 80 server and switch datafill 83 troubleshooting 106 verification overview 88 verifying ACD 91 verifying ACD groups and su
99. tions Two types of client are available Classic Client and Symposium Web Client See also server command A building block used with expressions variables and intrinsics to create scripts Commands perform distinct functions such as routing a call to a specific destination playing music to a caller or disconnecting a caller controlled directory number A special directory number that allows calls arriving at the switch to be queued when the CDN is controlled by an application such as Symposium Call Center Server When a call arrives at this number the switch notifies the application and waits for routing instructions which are performed by scripts in Symposium Call Center Server CTI Computer Telephony Integration Customer local area network The LAN to which your corporate services and resources connect The Symposium Call Center Server and client both connect to the CLAN Third party applications that interface with the server also connect to this LAN DBMS Database Management System deactivated script A script that does not process any new calls If a script is in use when it is deactivated calls continue to be processed by the script until they are completed default activity code The activity code that is assigned to a call if an agent does not enter an activity code manually or when an agent presses the activity code button twice on his or her phoneset 120 Symposium Call Center Server April 2004 Glo
100. tions have been met a The CDN is configured in table DNROUTE on the switch m The CDN is configured correctly on Symposium Call Center Server The configuration on the server must match the configuration on the switch The full ten digit CDN number is entered in Symposium Call Center Server See also The server does not receive information from the switch on page 103 The server cannot acquire phonesets Ensure that the following conditions have been met The phoneset is configured with the servord utility on the switch m The phoneset is configured correctly on Symposium Call Center Server You must enter the agent position number not the Line Equipment Number LEN on the secondary DN The configuration on the server must match the configuration on the switch See also The server does not receive information from the switch on page 103 The server does not monitor activity on a secondary DN Symposium Call Center Server can only monitor activity on one secondary DN That secondary DN must be correctly configured on Symposium Call Center Server Ensure that the following conditions have been met 106 Symposium Call Center Server April 2004 Troubleshooting The secondary DN is configured on the switch m The secondary DN has the ECM configured properly on the switch m The secondary DN is configured as an attribute of the correct phoneset on Symposium Call Center Server See also The ser
101. to Symposium Call Center Server Associate routes with ACD groups in table ACDGRP Define overflow treatments in table ACDRTE This is not required for call center functionality It is only required for enhanced default routing For detailed instructions see the Translations Guide 56 Symposium Call Center Server April 2004 Configuring the switch Configuring ACD groups Introduction An ACD group is a logical group that contains a set of primary or supplementary ACD DNs phonesets and agents You must create at least two types of ACD groups one for the CDNs acquired by Symposium Call Center Server and one for phonesets and agents If you want to prevent calls from immediately being presented to agents after they release a call you can configure options such as Variable Wrap or Not Ready on Secondary DN for an ACD group Notes 1 Alternatively you can configure the Variable Wrap or Not Ready on Secondary DN options for groups 2 Do not configure the night service option for your ACD groups Note An agent can log on to any phoneset providing that he or she enters a valid logon ID However to ensure that the agent can use all of the key enabled features available the agent must log on to the phoneset that has been configured as his or her unique Position ID For reporting purposes an agent must log on to a phoneset configured as part of the ACD group to which the agent belongs Before you begin Before
102. ult The BGXLA prompt appears Type and press Enter Result The OPTIONS prompt appears Type CUSTGRP and press Enter Result The CUSTGRP prompt appears Type the name of your customer group and press Enter Result The MBG prompt appears Type n and press Enter Result The NUMLINES prompt appears Type 0 zero and press Enter Result The INTRAGRP prompt appears Type y and press Enter 44 Symposium Call Center Server April 2004 Configuring the switch 10 11 12 13 14 Result The LSCFN prompt appears Type and press Enter Result The LCSINCPT prompt appears Type 0 zero and press Enter Result The OPTION prompt appears Type 0 zero and press Enter Result The utility prompts you to save the new business group ID Type Y and press Enter To exit from the table type quit and press Enter Symposium and DMS MSL 100 Switch Guide 45 Configuring the switch Standard 1 0 Configuring SCAIGRP Introduction Table SCAIGRP associates a business group ID for a customer group with one or more linksets Each group is given a password network node ID linkset and an associated BGID These parameters allow Symposium Call Center Server to log on to the switch To update table SCAIGRP 1 Edit the SCAIGRP table by typing table SCAIGRP and pressing Enter Result The gt prompt appears Type add and press Enter Result The SCAIGNAM prompt appears Enter the SCAIGRP name Resul
103. ured on Symposium Call Center Server If at any time you edit any of the data on Symposium Call Center Server you must reconfigure the resource on the switch 2 If you intend to reconfigure a supervisor phoneset you must first deacquire the phoneset edit the configuration parameters and then reacquire the phoneset Symposium and DMS MSL 100 Switch Guide 75 Configuring the switch Standard 1 0 Configuring logon IDs Introduction You must configure the logon ID of each agent who logs on to a phoneset monitored by Symposium Call Center Server If you add an agent in Symposium Call Center Server you must configure the matching agent logon parameters on the switch Note An agent can log on to any phoneset providing he or she enters a valid logon ID However to ensure that the agent can use all of the key enabled features available the agent must log on to the phoneset that has been configured as his or her unique Position ID For reporting purposes an agent must log on to a phoneset configured as part of the ACD group to which the agent belongs Before you begin Before configuring a logon ID you must log on to the switch from a MAP terminal with a user ID that has the privilege levels required to change the ACDLOGIN table To configure an agent login 1 Edit the ACDLOGIN table by typing table ACDLOGIN and pressing Enter Result The gt prompt appears 2 Type add and press Enter Result The LOGINID prompt appears
104. uring for supervisor on the server 75 server cannot acquire 104 troubleshooting 104 106 verifying agent configuration 92 verifying configuration 92 verifying supervisor configuration 93 predefined values server configuration 84 R RAN route configuring 56 remote host IP address ICM security 39 S sample script DNIS 100 music and RAN routes 97 SCAI support 12 SCAICOMS configuring 43 updating table 43 SCAIGRP configuring 46 updating table 46 SCAIPROF configuring 49 updating table 49 SCAISSRV configuring 47 secondary DN monitoring problems 106 server checking configuration 81 components 16 configuration and switch datafill 83 configuration and switch datafill relationship table 83 configuration overview 80 configuring 55 configuring CDNs 68 configuring DNISs 68 does not monitor activity on secondary DN 106 predefined configuration values 84 troubleshooting 106 unable to acquire phonesets 106 Service ID logon parameters 85 service version logon parameters 86 Symposium and DMS MSL 100 Switch Guide 139 Index Standard 1 0 Skillset display 12 109 subsystem link problem troubleshooting 103 supervisor phoneset keys configuring 74 supervisor phonesets configuring 74 75 verifying configuration 93 supervisors emergency notification 107 unable to log on 107 supervisors configuring phoneset on the server 75 switch configuring datafill and server 83 conf
105. user defined name for the server in Symposium Call Center Server as it is known to the switch The linkset name creates a logical pathway to the server on the EIU The linkset name is configured in table SCAICOMS For information on the linkset name and other parameters that can be configured in table SCAICOMS see Configuring SCAICOMS on page 43 Remote host IP address The remote host IP address entered must match the IP address of the server in Symposium Call Center Server on the ELAN The remote host IP address is configured in table SCAICOMS For information on the remote host IP address and other parameters that can be configured in table SCAICOMS see Configuring SCAICOMS on page 43 Linkset password The security feature along with a valid user ID enables a user to log on to the switch Customers assign passwords The Linkset password is configured in table SCAIGRP For information on the Linkset password and other parameters that can be configured in table SCAIGRP see Configuring SCAIGRP on page 46 For information on firewalls and packet filtering see the ICM Router Guide Symposium and DMS MSL 100 Switch Guide 39 Configuring the switch Standard 1 0 Configuring logon The following illustration displays the tables you must update to allow Symposium Call Center Server to log on to the switch The illustration displayed is an example Data varies depending on the specific conditions of your call cen
106. ustomer site Client component The client is installed on the supervisor workstations and accesses the server over the customer s LAN Symposium Call Center Server components The following illustration shows the relationship of the components required for Symposium Call Center Server Symposium and DMS MSL 100 Switch Guide 13 Getting started Standard 1 0 Switch R ICM outer EIU ACD Agent I phonesets Voice port lines CLAN Network Co land land Router D ELAN Symposium Call Center Server St Front end IVR Client PC Client PC Third party optional administrator supervisor application G101333 Switch The switch is the hardware and software component that provides telephony services The switch sends and receives calls to and from Symposium Call Center Server When a call arrives at the switch the switch notifies the server which performs call processing and routing To work with the Symposium Call Center Server the switch must be running software load CCM010 SCAI12 or later Symposium Call Center Server April 2004 Getting started Symposium Call Center Server supports the DMS MLS 100 Succession 2000 and Communication Server 2100 switches Throughout this guide the term DMS Switch applies to all the supported switch types Note If the link to the server goes down ACD routing configured on the switch pr
107. ver does not receive information from the switch on page 103 Agents or supervisors are unable to log on Ensure that the following conditions have been met m The agent or supervisor s logon ID is configured in table ACDLOGIN This is optional depending on the parameters set up on the switch The agent or supervisor is configured correctly on Symposium Call Center Server The agent logon ID is a valid ID and matches the agent s ID in ACDLOGIN An agent is not attempting to log on to a supervisor phoneset or a supervisor is not attempting to log on to an agent phoneset Another agent has not already logged on with the same logon ID See also The server does not receive information from the switch on page 103 Supervisors are not notified of emergencies If an agent s supervisor is not notified when the agent presses the Emergency key it can be the result of one of the following conditions a The ACDEVENT is not correctly configured in table SCAISSRV Ensure that the Aux and SuprPosID options for EMKEVENT are both set to Y The agent has logged on from a phoneset that has not been configured with the agent s Position ID Symposium and DMS MSL 100 Switch Guide 107 Troubleshooting Standard 1 0 Calls are not being presented to agents If you are using the Variable Wrap option agents go into Variable Wrap state after completing a call You configure the length of the variable wrap period on
108. y and supplementary ACD DNs are correctly configured 88 Symposium Call Center Server April 2004 Verifying the configuration Verifying that the server can log on to the switch Introduction Symposium Call Center Server attempts to log on to the switch at startup and if the link goes down whenever the link becomes available To allow the server to log on the following conditions must be met m The ICM link between the switch and Symposium Call Center Server must be correctly configured m The server logon parameters must be correctly configured To verify the integrity of the ICM link 1 At the switch use the SNPINGCI utility to ping the ELAN IP address of the server in Symposium Call Center Server For more information about the SNPINGCI utility refer to the DMS Utilities Guide 2 On Symposium Call Center Server open a DOS window and use the PING command to ping the switch IP address specified for parameter CMIPADDR in table IPNETWORK If the connection fails the link is incorrectly configured You must confirm that the configuration information entered on Symposium Call Center Server matches the information defined in the resources configured on the switch Note If you receive the message destination net unreachable when using the ping command it might be necessary to add a static route to the switch To create a static route 1 On Symposium Call Center Server from the Start menu select Programs
109. y the development process by providing commonly used programming procedures application server The server on which the Symposium Web Client software is installed This server acts as the middle layer that communicates with Symposium Call Center Server and makes information available to the client PCs associated supervisor A supervisor who is available for an agent if the agent s reporting supervisor is unavailable See also reporting supervisor Automatic call distribution A means of automatically distributing an organization s incoming calls among a number of answering positions ACD agents Automatic call distribution is useful in operations where callers want a service rather than a specific person Calls are serviced in the order they arrive and are distributed so that the workload at each answering position is approximately equal Automatic call distribution call A call to an ACD DN ACD calls are distributed to agents in an ACD group based on the ACD routing table on the switch See also Automatic call distribution directory number Symposium and DMS MSL 100 Switch Guide 117 Glossary Standard 1 0 Automatic call distribution directory number A primary or supplementary DN associated with an ACD group Calls made to an automatic call distribution directory number are distributed to agents belonging to the group based on the ACD routing table on the switch Automatic call distribution group An entity defined on

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