Nortel DMS/MSL-100 - Manuals

viii Symposium Call Center Server Contents Standard 1.0 3 Verifying the configuration 87 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Verifying that the server can log on to the switch . . . . . . . . . . . . . . . . . . . . . 89...

Symposium and DMS/MSL-100 Switch Guide 9 C h a p t e r 1 Getting started In this chapter Overview 10 Skills you need 11 What’s new in Release 5.0? 12 Components 13 How Symposium Call Center Server communicates with the switch 19 Support for switch features 24 Preinstallation checklist 31 Configurati...

10 Symposium Call Center Server Getting started Standard 1.0 Overview Throughout this guide, the term DMS switch applies to the following switch types: ! DMS Switch ! MLS-100 ! Succession 2000 ! Nortel Networks Communication Server 2100 Symposium Call Center Server works in conjunction with other sy...

Symposium and DMS/MSL-100 Switch Guide 11 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 ...

12 Symposium Call Center Server Getting started Standard 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 ...

Symposium and DMS/MSL-100 Switch Guide 13 April 2004 Getting started 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 C...

14 Symposium Call Center Server Getting started Standard 1.0 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, whi...

Symposium and DMS/MSL-100 Switch Guide 15 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 ...

16 Symposium Call Center Server Getting started Standard 1.0 Server The server component, which uses Microsoft Windows 2000 software, is responsible for functions such as ! the logic for call processing ! call treatment ! call handling ! call presentation ! administration of agents, skillsets, and s...

Symposium and DMS/MSL-100 Switch Guide 17 April 2004 Getting started ELAN The embedded LAN (ELAN) is a dedicated Ethernet TCP/IP LAN connecting the Symposium Call Center Server and the switch. The ELAN must be a private isolated network that is dedicated to the switch and to the call center. The ELA...

Symposium and DMS/MSL-100 Switch Guide 19 April 2004 Getting started 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...

20 Symposium Call Center Server 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 handles the call according to the response returned from Sympo...

Symposium and DMS/MSL-100 Switch Guide 21 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...

22 Symposium Call Center Server Getting started Standard 1.0 1. An incoming call arrives at the switch. 2. The call is routed to an IVR port (optional). 3. The IVR transfers the call to a CDN after the caller enters digits (optional). 4. The call is routed to an IVR port. 5. The caller receives an I...

Symposium and DMS/MSL-100 Switch Guide 23 April 2004 Getting started ! 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...

24 Symposium Call Center Server Getting started Standard 1.0 Support for switch features Introduction This section describes features configurable on the switch, and explains how they interact with Symposium Call Center Server. ACD You must configure Automatic Call Distribution (ACD) on the switch t...

Symposium and DMS/MSL-100 Switch Guide 25 April 2004 Getting started 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 ! Private line ! Voice call ! Dial Inte...

26 Symposium Call Center Server 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 longer flashes, but r...

Symposium and DMS/MSL-100 Switch Guide 27 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 yo...

28 Symposium Call Center Server Getting started Standard 1.0 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. Enters more than three LOB codes. Sends all of the entered codes t...

Symposium and DMS/MSL-100 Switch Guide 29 April 2004 Getting started Variable Wrap feature 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. Agents can use this time to perform any required post-call proces...

30 Symposium Call Center Server 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...

Symposium and DMS/MSL-100 Switch Guide 31 April 2004 Getting started 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 comp...

32 Symposium Call Center Server 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 Ca...

Symposium and DMS/MSL-100 Switch Guide 33 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. ! Configure the connection between the DMS CSU and the client CSU. ! Configure the connection be...

34 Symposium Call Center Server 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 operating parameters that the operating company can c...

Symposium and DMS/MSL-100 Switch Guide 35 C h a p t e r 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 37 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 ...

38 Symposium Call Center Server 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 e...

Symposium and DMS/MSL-100 Switch Guide 39 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 user-defined name for the server in Symposium Call Center Server as i...

40 Symposium Call Center Server 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 conditio...

42 Symposium Call Center Server 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 ...

Symposium and DMS/MSL-100 Switch Guide 43 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 SCAI...

44 Symposium Call Center Server 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 r...

46 Symposium Call Center Server 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 S...

Symposium and DMS/MSL-100 Switch Guide 47 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 S...

Symposium and DMS/MSL-100 Switch Guide 49 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...

Symposium and DMS/MSL-100 Switch Guide 51 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 c...

Symposium and DMS/MSL-100 Switch Guide 53 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 ag...

54 Symposium Call Center Server 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) ! a...

Symposium and DMS/MSL-100 Switch Guide 55 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 a...

56 Symposium Call Center Server 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...

Symposium and DMS/MSL-100 Switch Guide 57 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 b...

62 Symposium Call Center Server 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...

Symposium and DMS/MSL-100 Switch Guide 65 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 ...

66 Symposium Call Center Server 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 usi...

Symposium and DMS/MSL-100 Switch Guide 67 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. Resu...

68 Symposium Call Center Server 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 Continue responding to the prompts to define the ACD-DN or supplementary DN. (For more information abo...

Symposium and DMS/MSL-100 Switch Guide 69 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 ...

72 Symposium Call Center Server 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 t...

74 Symposium Call Center Server 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...

Symposium and DMS/MSL-100 Switch Guide 75 April 2004 Configuring the switch 3 Continue responding to the prompts to define the phoneset. Be sure to define the following options: ! position ID ! Observation key (OBS) ! Answer Emergency key (AEMK) ! Agent Status key (ASK) For more information about th...

76 Symposium Call Center Server 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 matchi...

Symposium and DMS/MSL-100 Switch Guide 77 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 presen...

Symposium and DMS/MSL-100 Switch Guide 79 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 81 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 ➝ Server Setting...

84 Symposium Call Center Server Configuring the switch Standard 1.0 Predefined values The following fields in the Symposium Call Center Server configuration have predefined values: Note: To change the Service ID or Service Version, use the Feature Reports utility on the server. These fields must be ...

Symposium and DMS/MSL-100 Switch Guide 85 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 ! is keyed to the BGID field of the SCAIGRP table ! must ...

86 Symposium Call Center Server Configuring the switch Standard 1.0 ! 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 d...

Symposium and DMS/MSL-100 Switch Guide 87 C h a p t e r 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 confi...

88 Symposium Call Center Server 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. ...

Symposium and DMS/MSL-100 Switch Guide 89 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...

90 Symposium Call Center Server 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 fai...

Symposium and DMS/MSL-100 Switch Guide 91 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 swi...

92 Symposium Call Center Server 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...

Symposium and DMS/MSL-100 Switch Guide 93 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 SERVO...

94 Symposium Call Center Server 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 Ensure tha...

Symposium and DMS/MSL-100 Switch Guide 95 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...

96 Symposium Call Center Server Verifying the configuration Standard 1.0 Sample script GIVE RINGBACKWAIT 2 IF (CDN = 4165557890) THENQUEUE TO SKILLSET skillset_A_sk WAIT 2LOG “queued at CDN A”QUITEND IF IF (CDN = 4165557891) THENQUEUE TO SKILLSET skillset_B_sk WAIT 2LOG “queued at CDN B”QUITEND IF W...

98 Symposium Call Center Server Verifying the configuration Standard 1.0 WAIT 2GIVE RAN welcome_RAN_gvWAIT 2GIVE RAN holiday_RAN_gvQUIT 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 con...

Symposium and DMS/MSL-100 Switch Guide 99 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 D...

Symposium and DMS/MSL-100 Switch Guide 101 C h a p t e r 4 Troubleshooting In this chapter Overview 102 Subsystem link problems 103 Resource configuration problems 106

Symposium and DMS/MSL-100 Switch Guide 103 April 2004 Troubleshooting Subsystem link problems Introduction This 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 ...

104 Symposium Call Center Server Troubleshooting Standard 1.0 ! 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. ! The ACD group to which the phonese...

106 Symposium Call Center Server 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...

Symposium and DMS/MSL-100 Switch Guide 107 April 2004 Troubleshooting ! The secondary DN is configured on the switch. ! The secondary DN has the ECM configured properly on the switch. ! The secondary DN is configured as an attribute of the correct phoneset on Symposium Call Center Server. See also “...

108 Symposium Call Center Server 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 the switch.) When the variable wrap pe...

Symposium and DMS/MSL-100 Switch Guide 109 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...

Symposium and DMS/MSL-100 Switch Guide 111 A p p e n d i x A Preinstallation checklist In this appendix Preinstallation checklist 112

112 Symposium Call Center Server Preinstallation checklist Standard 1.0 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 chec...

Symposium and DMS/MSL-100 Switch Guide 113 April 2004 Preinstallation checklist Network and Router Components Dedicated Ethernet Link Yes Link provides higher link reliability and bandwidth by reducing packet collisions and retransmits. NA08 or higher load on the DMS Yes Provides ICM capability. ICM...

114 Symposium Call Center Server Preinstallation checklist Standard 1.0 CPE Components 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 requ...

Symposium and DMS/MSL-100 Switch Guide 115 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 Emergen...

116 Symposium Call Center Server 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 tha...

Symposium and DMS/MSL-100 Switch Guide 117 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 enti...

Symposium and DMS/MSL-100 Switch Guide 119 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 a higher priority than the other, the agent r...

120 Symposium Call Center Server 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 operations. Two types of client are available, Classic Client and Symposium Web Client. See also server. com...

Symposium and DMS/MSL-100 Switch Guide 121 April 2004 Glossary 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 clien...

122 Symposium Call Center Server 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 the serial number required at the time of ser...

Symposium and DMS/MSL-100 Switch Guide 123 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 othe...

124 Symposium Call Center Server 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 betwee...

Symposium and DMS/MSL-100 Switch Guide 125 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 ...

126 Symposium Call Center Server Glossary Standard 1.0 MIB 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. N network interface card An...

Symposium and DMS/MSL-100 Switch Guide 127 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 do...

128 Symposium Call Center Server 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 communica...

Symposium and DMS/MSL-100 Switch Guide 129 April 2004 Glossary relational expression An expression used in scripts to test for different conditions. Relational expressions are less than (<), greater than (>), less than or equal to (< =), greater than or equal to (> =), and not equal to (...

130 Symposium Call Center Server 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 val...

132 Symposium Call Center Server 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. supplement...

Symposium and DMS/MSL-100 Switch Guide 133 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 f...

Symposium and DMS/MSL-100 Switch Guide 135 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 nu...

Symposium and DMS/MSL-100 Switch Guide 137 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 conf...

Reader Response Form Nortel Networks Symposium Call Center ServerProduct release 5.0Symposium and DMS/MSL-100 Switch Guide Tell us about yourself: Name: Company: Address: Occupation: Phone: 1. What is your level of experience with this product? New user Intermediate Experienced Programmer 2. How do ...