Nortel DMS/MSL-100 - Manual

Nortel DMS/MSL-100

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Table of Contents:

  • Page 3 – Nortel Networks Symposium Call Center Server
  • Page 5 – Publication history
  • Page 7 – Contents; Getting started
  • Page 8 – Verifying the configuration
  • Page 9 – C h a p t e r 1; In this chapter
  • Page 10 – Overview; DMS Switch
  • Page 11 – Skills you need; Introduction; Symposium Call Center Server; PC experience or knowledge; Microsoft Windows 2000 or Windows XP; Other experience or knowledge
  • Page 12 – Skillset display on phoneset
  • Page 13 – Components; Telephony component; Symposium Call Center Server components
  • Page 14 – Switch
  • Page 15 – EIU; Note: The rules for the EIU also apply to the 3PC card.; ICM
  • Page 16 – Server; the logic for call processing; Classic Client
  • Page 17 – ELAN
  • Page 19 – be applied to a call.
  • Page 20 – There are no agents or supervisors associated with a CDN.
  • Page 21 – Call routing in controlled and default mode
  • Page 22 – An incoming call arrives at the switch.
  • Page 23 – The call is answered by an available agent.
  • Page 24 – Support for switch features
  • Page 25 – Unsupported keys on agent phonesets; Hotline; Transfers and conferences
  • Page 26 – Display Waiting Calls key; Phoneset displays
  • Page 27 – LOB codes; The call is released.
  • Page 28 – The server does not monitor activity codes for DN calls.
  • Page 29 – Variable Wrap feature; There are two options available when configuring Variable Wrap:
  • Page 30 – Night service feature; Skillsets go out of service under the following conditions:
  • Page 31 – Preinstallation checklist; Completing a preinstallation checklist
  • Page 32 – Configuration tasks; Before you begin; Configure ACD groups and the included agents on the switch.
  • Page 33 – Installing and configuring the EIU
  • Page 34 – OFCOPT
  • Page 35 – C h a p t e r 2; Configuring the switch
  • Page 37 – Section A: Configuring the ICM link; In this section
  • Page 38 – Overview of configuring the server logon
  • Page 39 – Configuring ICM security; Linkset name
  • Page 40 – Configuring logon
  • Page 42 – To enter and edit data in the tables; Printing data in the tables
  • Page 43 – Configuring SCAICOMS
  • Page 44 – Configuring BGDATA
  • Page 46 – Configuring SCAIGRP
  • Page 47 – Configuring SCAISSRV
  • Page 49 – Configuring SCAIPROF
  • Page 51 – Configuring CUSTNTWK; Ensure that the network name is defined in table NETNAMES.; To configure the ECM option
  • Page 53 – Section B: Configuring switch resources
  • Page 54 – Overview of configuring switch resources; RAN and music routes
  • Page 55 – Configuring the server; Configure and acquire CDNs.
  • Page 56 – Configuring RAN and music routes; Configure announcements and music in table ANN.
  • Page 57 – Configuring ACD groups; Do not configure the night service option for your ACD groups.
  • Page 62 – Configuring CDNs in controlled and default mode
  • Page 65 – Configuring ACD subgroups
  • Page 66 – Configuring DNs; Before configuring DNs, you must perform the following tasks:; To configure a CDN
  • Page 67 – To configure an ACD-DN or supplementary DN
  • Page 68 – Configuring CDNs on the server
  • Page 69 – Configuring agent phonesets; monitor the status of each phoneset; Phoneset keys; DN
  • Page 72 – Configuring agent phonesets on the server
  • Page 74 – Configuring supervisor phonesets
  • Page 75 – Configuring supervisor phonesets on the server
  • Page 76 – Configuring logon IDs
  • Page 77 – Configuring agents on the server
  • Page 79 – Section C: Checking the server
  • Page 81 – Checking the server configuration; This section describes checking the switch connection.; To check the switch connection
  • Page 84 – Predefined values; Network Node; is keyed to the NETNODID field of the SCAIGRP table; Service ID
  • Page 85 – Business Group
  • Page 86 – assigned by the customer; Service Version
  • Page 87 – C h a p t e r 3
  • Page 88 – ACD groups and subgroups are correctly configured.
  • Page 89 – The server logon parameters must be correctly configured.; To verify the integrity of the ICM link
  • Page 90 – Logon failure
  • Page 91 – Verifying ACD groups and subgroups; The AGTASSN option is enabled.
  • Page 92 – The phoneset type is MDC.
  • Page 93 – Verifying supervisor phoneset configurations
  • Page 94 – Verifying that agents are correctly configured
  • Page 95 – Before using this procedure, complete these tasks:
  • Page 96 – Sample script
  • Page 98 – Verifying music/RAN route configurations
  • Page 99 – Verifying that DNISs are correctly configured
  • Page 101 – C h a p t e r 4; Troubleshooting
  • Page 103 – Subsystem link problems; The server’s IP address is correctly configured in table SCAICOMS.; The client cannot log on to Symposium Call Center Server; The server components are UP.
  • Page 104 – The customer LAN or WAN is correctly installed and configured.; Phonesets do not have dial tone; Ensure that the following conditions are met:; To configure the agent’s position number
  • Page 106 – Resource configuration problems; The server cannot acquire phonesets; Ensure that the following conditions have been met:; The server does not monitor activity on a secondary DN
  • Page 107 – The secondary DN is configured on the switch.; Agents or supervisors are unable to log on; Supervisors are not notified of emergencies
  • Page 108 – Calls are not being presented to agents
  • Page 109 – Phoneset does not display the skillset name; The DN should be associated to a SCAI session.
  • Page 111 – In this appendix
  • Page 112 – DMS Components
  • Page 113 – Network and Router Components
  • Page 114 – CPE Components
  • Page 115 – Glossary; See Automatic call distribution call.
  • Page 116 – A user who is responsible for handling customer calls.
  • Page 117 – See application program interface.
  • Page 119 – See controlled directory number.
  • Page 120 – Computer Telephony Integration
  • Page 121 – See dynamic host configuration protocol.
  • Page 122 – See directory number call.
  • Page 123 – logical expression
  • Page 124 – See Internet Protocol address.
  • Page 125 – specifying formats of alarms
  • Page 126 – See Management Information Base.
  • Page 127 – Original equipment manufacturer
  • Page 128 – A directory number that callers can dial to reach an ACD group.
  • Page 129 – See Service Control Manager.
  • Page 130 – A Windows NT process that manages the different services on the PC.
  • Page 132 – See Symposium Web Center Portal
  • Page 133 – See Telephony Application Program Interface.
  • Page 135 – See also Wide area network.
  • Page 137 – Index
  • Page 141 – Reader Response Form; What is your level of experience with this product?
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Nortel Networks Symposium Call Center
Server

Symposium and DMS/MSL-100 Switch Guide

Product release 5.0

Standard 1.0

April 2004

297-2183-912

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Summary

Page 3 - Nortel Networks Symposium Call Center Server

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 Netw...

Page 5 - Publication history

Symposium and DMS/MSL-100 Switch Guide v 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.

Page 7 - Contents; Getting started

Symposium and DMS/MSL-100 Switch Guide vii Contents 1 Getting started 9 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...

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