Nortel Networks DMS/MSL-100 Manuel d'utilisateur

Nortel Networks Symposium Call Center ServerSymposium and DMS/MSL-100 Switch Guide Product release 5.0 Standard 1.0 April 2004297-2183-912

10 Symposium Call Center ServerGetting started Standard 1.0OverviewThroughout this guide, the term DMS switch applies to the following switch types:

100 Symposium Call Center ServerVerifying the configuration Standard 1.0Sample scriptGIVE RINGBACKWAIT 2IF (DNIS = 8005554567) THENQUEUE TO SKILLSET

Symposium and DMS/MSL-100 Switch Guide 101Chapter 4TroubleshootingIn this chapter Overview 102Subsystem link problems 103Resource configuration probl

102 Symposium Call Center ServerTroubleshooting Standard 1.0OverviewThis section describes problems that can occur, as well as possible causes and re

Symposium and DMS/MSL-100 Switch Guide 103April 2004 Troubleshooting Subsystem link problemsIntroductionThis section lists problems that can occur

104 Symposium Call Center ServerTroubleshooting Standard 1.0! The customer LAN or WAN is correctly installed and configured.To check the LAN or WAN,

Symposium and DMS/MSL-100 Switch Guide 105April 2004 Troubleshooting Sharing ICM resources across multiple applications using LinkPlexer 1.2LinkPle

106 Symposium Call Center ServerTroubleshooting Standard 1.0Resource configuration problemsIntroductionThis section lists problems that can occur dur

Symposium and DMS/MSL-100 Switch Guide 107April 2004 Troubleshooting ! The secondary DN is configured on the switch.! The secondary DN has the ECM

108 Symposium Call Center ServerTroubleshooting Standard 1.0Calls are not being presented to agentsIf you are using the Variable Wrap option, agents

Symposium and DMS/MSL-100 Switch Guide 109April 2004 Troubleshooting Phoneset does not display the skillset nameIf the phoneset does not display th

Symposium and DMS/MSL-100 Switch Guide 11April 2004 Getting started Skills you needIntroductionThis section describes the skills and knowledge you

110 Symposium Call Center ServerTroubleshooting Standard 1.0

Symposium and DMS/MSL-100 Switch Guide 111Appendix A Preinstallation checklistIn this appendix Preinstallation checklist 112

112 Symposium Call Center ServerPreinstallation checklist Standard 1.0Preinstallation checklistIntroductionThe following checklist includes a list o

Symposium and DMS/MSL-100 Switch Guide 113April 2004 Preinstallation checklist Network and Router ComponentsDedicated Ethernet Link Yes Link provid

114 Symposium Call Center ServerPreinstallation checklist Standard 1.0CPE ComponentsFirewall Software Yes Provides isolation of the Telconetwork and

Symposium and DMS/MSL-100 Switch Guide 115GlossaryA accelerator keyA key on a phoneset that an agent can use to place a call quickly. When an agent

116 Symposium Call Center ServerGlossary Standard 1.0acquired resourceA resource configured on the switch that is under the control of Symposium Call

Symposium and DMS/MSL-100 Switch Guide 117April 2004 Glossary agent to supervisor assignmentA definition that, when you run it, assigns one or more

118 Symposium Call Center ServerGlossary Standard 1.0Automatic call distribution directory numberA primary or supplementary DN associated with an ACD

Symposium and DMS/MSL-100 Switch Guide 119April 2004 Glossary call priorityA numerical value assigned in a script that defines the relative importan

12 Symposium Call Center ServerGetting started Standard 1.0What’s new in Release 5.0?Skillset display on phonesetSymposium Call Center Server Releas

120 Symposium Call Center ServerGlossary Standard 1.0clientThe part of Symposium Call Center Server that runs on a personal computer or workstation a

Symposium and DMS/MSL-100 Switch Guide 121April 2004 Glossary default skillsetThe skillset to which calls are queued if they have not been queued to

122 Symposium Call Center ServerGlossary Standard 1.0DN callSee directory number call.DNISSee Dialed Number Identification Service. dongleThe attachm

Symposium and DMS/MSL-100 Switch Guide 123April 2004 Glossary event1. An occurrence or action on the Symposium Call Center Server, such as the sendi

124 Symposium Call Center ServerGlossary Standard 1.0Incalls keyThe key on an agent phoneset to which incoming ACD and Symposium Call Center Server c

Symposium and DMS/MSL-100 Switch Guide 125April 2004 Glossary Local area networkA computer network that spans a relatively small area. Most LANs con

126 Symposium Call Center ServerGlossary Standard 1.0MIBSee Management Information Base.MLSSee Meridian Link Services.MSL-100Meridian Stored Logic 10

Symposium and DMS/MSL-100 Switch Guide 127April 2004 Glossary OEMOriginal equipment manufacturerOLESee object linking and embedding. Open Database C

128 Symposium Call Center ServerGlossary Standard 1.0phonesetThe physical device, connected to the switch, to which calls are presented. Each agent a

Symposium and DMS/MSL-100 Switch Guide 129April 2004 Glossary relational expressionAn expression used in scripts to test for different conditions. R

Symposium and DMS/MSL-100 Switch Guide 13April 2004 Getting started ComponentsIntroductionSymposium Call Center Server consists of three key compon

130 Symposium Call Center ServerGlossary Standard 1.0script variableSee variable.second-level thresholdThe value used in display thresholds that repr

Symposium and DMS/MSL-100 Switch Guide 131April 2004 Glossary Simple Network Management Protocol A systematic way of monitoring and managing a compu

132 Symposium Call Center ServerGlossary Standard 1.0Standby serverA server that contains an up-to-date version of the database, for use when the Act

Symposium and DMS/MSL-100 Switch Guide 133April 2004 Glossary Symposium Web Center PortalA client/server contact center application that expands con

134 Symposium Call Center ServerGlossary Standard 1.0threshold classA set of options that specifies how statistics are treated in reports and real-ti

Symposium and DMS/MSL-100 Switch Guide 135April 2004 Glossary user-defined scriptA script that is modified by an authorized user on the Symposium Ca

136 Symposium Call Center ServerGlossary Standard 1.0

Symposium and DMS/MSL-100 Switch Guide 137IndexAACDconfiguring groups, 57groups and subgroups verification, 91groups for CDN, configuring, 57ring thr

138 Symposium Call Center ServerIndex Standard 1.0configuring (continued)agent phonesets, 71agent phonesets on the server, 72agents on the server, 77B

Symposium and DMS/MSL-100 Switch Guide 139April 2004 Indexlogonagents or supervisors unable to log on, 107failure, 90server, configuring switch, 38tr

14 Symposium Call Center ServerGetting started Standard 1.0SwitchThe switch is the hardware and software component that provides telephony services.

140 Symposium Call Center ServerIndex Standard 1.0Skillset display, 12, 109subsystem link problem troubleshooting, 103supervisor phoneset keys, config

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Nortel Networks Symposium Call Center ServerSymposium and DMS/MSL-100 Switch Guide Nortel NetworksMervue Business ParkGalway, IrelandCopyright © 2004

Symposium and DMS/MSL-100 Switch Guide 15April 2004 Getting started Symposium Call Center Server supports the DMS, MLS-100, Succession 2000, and Co

16 Symposium Call Center ServerGetting started Standard 1.0ServerThe server component, which uses Microsoft Windows 2000 software, is responsible fo

Symposium and DMS/MSL-100 Switch Guide 17April 2004 Getting started ELANThe embedded LAN (ELAN) is a dedicated Ethernet TCP/IP LAN connecting the S

18 Symposium Call Center ServerGetting started Standard 1.0! Interactive Voice Response (IVR) voice ports are controlled by IVR and monitored by Sym

Symposium and DMS/MSL-100 Switch Guide 19April 2004 Getting started How Symposium Call Center Server communicates with the switchIntroductionSympos

20 Symposium Call Center ServerGetting started Standard 1.0For each call arriving at a CDN, the switch informs Symposium Call Center Server of the c

Symposium and DMS/MSL-100 Switch Guide 21April 2004 Getting started ! A CDN has a default ACD group, which is datafilled on the switch.The default

22 Symposium Call Center ServerGetting started Standard 1.01. An incoming call arrives at the switch. 2. The call is routed to an IVR port (optional

Symposium and DMS/MSL-100 Switch Guide 23April 2004 Getting started ! If Symposium Call Center Server receives the notification, a return notificat

24 Symposium Call Center ServerGetting started Standard 1.0Support for switch featuresIntroductionThis section describes features configurable on th

Symposium and DMS/MSL-100 Switch Guide 25April 2004 Getting started Unsupported keys on agent phonesetsDo not configure the following keys on agent

26 Symposium Call Center ServerGetting started Standard 1.0Once the agent has forwarded the call to his or her supervisor, the light next to the age

Symposium and DMS/MSL-100 Switch Guide 27April 2004 Getting started LOB codesLine of Business (LOB) codes, or activity codes, identify the type of

28 Symposium Call Center ServerGetting started Standard 1.0Notes: 1. The switch does not allow agents to press the LOB key while they are in confere

Symposium and DMS/MSL-100 Switch Guide 29April 2004 Getting started Variable Wrap featureWhen an agent releases a call, the Variable Wrap feature p

Nortel Networks Symposium Call Center ServerSymposium and DMS/MSL-100 Switch Guide Publication number: 297-2183-912Product release: 5.0Document releas

30 Symposium Call Center ServerGetting started Standard 1.0Night service featureSkillsets go out of service under the following conditions:! automat

Symposium and DMS/MSL-100 Switch Guide 31April 2004 Getting started Preinstallation checklistCompleting a preinstallation checklistBefore attemptin

32 Symposium Call Center ServerGetting started Standard 1.0Configuration tasksIntroductionConfiguration of the switch to communicate with Symposium

Symposium and DMS/MSL-100 Switch Guide 33April 2004 Getting started ! Install the network cable from the router to the Channel Service Unit (CSU) o

34 Symposium Call Center ServerGetting started Standard 1.0OFCOPT Categorizes ICM messages in groups (this table is maintained by Nortel Networks).N

Symposium and DMS/MSL-100 Switch Guide 35Chapter 2Configuring the switchIn this chapter Overview 36Section A: Configuring the ICM link parameters 37

36 Symposium Call Center ServerConfiguring the switch Standard 1.0OverviewThis chapter provides procedures for configuring the switch to work with S

Symposium and DMS/MSL-100 Switch Guide 37April 2004 Configuring the switch Section A: Configuring the ICM link parametersIn this section Overview

38 Symposium Call Center ServerConfiguring the switch Standard 1.0Overview of configuring the server logonIntroductionSymposium Call Center Server m

Symposium and DMS/MSL-100 Switch Guide 39April 2004 Configuring the switch Configuring ICM securityIn order to establish a secure ICM session, you

40 Symposium Call Center ServerConfiguring the switch Standard 1.0Configuring logonThe following illustration displays the tables you must update to

Symposium and DMS/MSL-100 Switch Guide 41April 2004 Configuring the switch The following illustration shows the relationships between the paramete

42 Symposium Call Center ServerConfiguring the switch Standard 1.0To enter and edit data in the tablesIf you have entered an incorrect parameter in

Symposium and DMS/MSL-100 Switch Guide 43April 2004 Configuring the switch Configuring SCAICOMSIntroductionTable SCAICOMS defines linkset names an

44 Symposium Call Center ServerConfiguring the switch Standard 1.0Configuring BGDATAIntroductionTable BGDATA allows you to configure multiple switch

Symposium and DMS/MSL-100 Switch Guide 45April 2004 Configuring the switch Result: The LSCFN prompt appears.10 Type $ and press Enter.Result: The

46 Symposium Call Center ServerConfiguring the switch Standard 1.0Configuring SCAIGRPIntroductionTable SCAIGRP associates a business group ID for a

Symposium and DMS/MSL-100 Switch Guide 47April 2004 Configuring the switch Configuring SCAISSRVIntroductionTable SCAISSRV defines a series of prof

48 Symposium Call Center ServerConfiguring the switch Standard 1.0RESEVENT10$ RESEVENT (SETOFFHK Y Y ) (CALLOFFR Y Y Y Y Y Y Y Y Y Y Y Y Y) (CALLANS

Symposium and DMS/MSL-100 Switch Guide 49April 2004 Configuring the switch Configuring SCAIPROFIntroductionTable SCAIPROF defines the types of inf

Symposium and DMS/MSL-100 Switch Guide vPublication history April 2004The Standard 1.0 version of the Nortel Networks Symposium Call Center Server S

50 Symposium Call Center ServerConfiguring the switch Standard 1.05 Respond to the prompts to create the group. The following prompts require specia

Symposium and DMS/MSL-100 Switch Guide 51April 2004 Configuring the switch Configuring CUSTNTWKIntroductionThe table CUSTNTWK assigns a network ID

52 Symposium Call Center ServerConfiguring the switch Standard 1.0

Symposium and DMS/MSL-100 Switch Guide 53April 2004 Configuring the switch Section B: Configuring switch resourcesIn this section Overview of conf

54 Symposium Call Center ServerConfiguring the switch Standard 1.0Overview of configuring switch resourcesIntroductionYou must ensure that the follo

Symposium and DMS/MSL-100 Switch Guide 55April 2004 Configuring the switch ! Configure each CDN to be acquired by the server and each primary or s

56 Symposium Call Center ServerConfiguring the switch Standard 1.0Configuring RAN and music routesIntroductionYou can use RAN and music routes to pr

Symposium and DMS/MSL-100 Switch Guide 57April 2004 Configuring the switch Configuring ACD groupsIntroductionAn ACD group is a logical group that

58 Symposium Call Center ServerConfiguring the switch Standard 1.0Result: The ACDNAME prompt appears. 3 Enter a name for the ACD group.Result: The u

Symposium and DMS/MSL-100 Switch Guide 59April 2004 Configuring the switch Result: The utility prompts you for the FRCNGTSV.16 Enter a valid value

vi Symposium Call Center ServerPublication history Standard 1.0

60 Symposium Call Center ServerConfiguring the switch Standard 1.0To configure ACD groups for ACD-DNs, phonesets, and agentsNote: Any modifications

Symposium and DMS/MSL-100 Switch Guide 61April 2004 Configuring the switch Result: The utility prompts you for the MSQS.13 Enter a valid value.Res

62 Symposium Call Center ServerConfiguring the switch Standard 1.022 Type Y to save the TUPLE and press Enter.23 Repeat steps 2 through 21 for each

Symposium and DMS/MSL-100 Switch Guide 63April 2004 Configuring the switch The following table shows all of the options in table ACDGRP and whethe

64 Symposium Call Center ServerConfiguring the switch Standard 1.0Table ACDRTE defines the enhanced overflow routes that a group can take. It also d

Symposium and DMS/MSL-100 Switch Guide 65April 2004 Configuring the switch Configuring ACD subgroupsIntroductionYou can use subgroups to divide ag

66 Symposium Call Center ServerConfiguring the switch Standard 1.0Configuring DNsIntroductionIn table DNROUTE, you must configure each of the Contro

Symposium and DMS/MSL-100 Switch Guide 67April 2004 Configuring the switch Result: The STAT prompt appears. 5 Enter the remainder of the directory

68 Symposium Call Center ServerConfiguring the switch Standard 1.04 Type FEAT and press Enter.Result: The FEATURE prompt appears. 5 Type ACD and pre

Symposium and DMS/MSL-100 Switch Guide 69April 2004 Configuring the switch Configuring agent phonesetsIntroductionYou must configure each phoneset

Symposium and DMS/MSL-100 Switch Guide viiContents1 Getting started 9Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

70 Symposium Call Center ServerConfiguring the switch Standard 1.0Before you beginBefore configuring a phoneset, you must perform the following task

Symposium and DMS/MSL-100 Switch Guide 71April 2004 Configuring the switch ! Define the ACD group to which the agent phoneset belongs in table ACD

72 Symposium Call Center ServerConfiguring the switch Standard 1.011 Enter a valid value.Result: The OPTKEY prompt appears.12 Type $ and press Enter

Symposium and DMS/MSL-100 Switch Guide 73April 2004 Configuring the switch Notes: 1. The agent phonesets configured on the switch must have matchi

74 Symposium Call Center ServerConfiguring the switch Standard 1.0Configuring supervisor phonesetsIntroductionIn each ACD subgroup, you must configu

Symposium and DMS/MSL-100 Switch Guide 75April 2004 Configuring the switch 3 Continue responding to the prompts to define the phoneset. Be sure to

76 Symposium Call Center ServerConfiguring the switch Standard 1.0Configuring logon IDsIntroductionYou must configure the logon ID of each agent who

Symposium and DMS/MSL-100 Switch Guide 77April 2004 Configuring the switch 5 Type N and press Enter.Result: The OPTION prompt appears.6 Select the

78 Symposium Call Center ServerConfiguring the switch Standard 1.0

Symposium and DMS/MSL-100 Switch Guide 79April 2004 Configuring the switch Section C: Checking the server configurationIn this section Overview of

viii Symposium Call Center ServerContents Standard 1.03 Verifying the configuration 87Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . .

80 Symposium Call Center ServerConfiguring the switch Standard 1.0Overview of server configurationInstallation of Symposium Call Center Server enabl

Symposium and DMS/MSL-100 Switch Guide 81April 2004 Configuring the switch Checking the server configurationIntroductionThis section describes che

82 Symposium Call Center ServerConfiguring the switch Standard 1.0Result: The Switch configuration property sheet appears. This property sheet conta

Symposium and DMS/MSL-100 Switch Guide 83April 2004 Configuring the switch Relationship of server configuration and switch datafillIntroductionThi

84 Symposium Call Center ServerConfiguring the switch Standard 1.0Predefined valuesThe following fields in the Symposium Call Center Server configur

Symposium and DMS/MSL-100 Switch Guide 85April 2004 Configuring the switch Business Group! uniquely identifies a Meridian Business Group (MBG) cus

86 Symposium Call Center ServerConfiguring the switch Standard 1.0! identifies the specific customer host application (for example, Symposium Call C

Symposium and DMS/MSL-100 Switch Guide 87Chapter 3Verifying the configurationIn this chapter Overview 88Verifying that the server can log on to the s

88 Symposium Call Center ServerVerifying the configuration Standard 1.0OverviewIntroductionThis section describes how to verify that the switch has

Symposium and DMS/MSL-100 Switch Guide 89April 2004 Verifying the configuration Verifying that the server can log on to the switchIntroductionSymp

Symposium and DMS/MSL-100 Switch Guide 9Chapter 1Getting startedIn this chapterOverview 10Skills you need 11What’s new in Release 5.0? 12Components 1

90 Symposium Call Center ServerVerifying the configuration Standard 1.02 Type the following text:route add -p cmipaddr route where cmipaddr is the a

Symposium and DMS/MSL-100 Switch Guide 91April 2004 Verifying the configuration Verifying ACD groups and subgroupsIntroductionTo verify that ACD g

92 Symposium Call Center ServerVerifying the configuration Standard 1.0Verifying that phonesets are correctly configuredIntroductionTo verify that a

Symposium and DMS/MSL-100 Switch Guide 93April 2004 Verifying the configuration Verifying supervisor phoneset configurationsTo verify that supervi

94 Symposium Call Center ServerVerifying the configuration Standard 1.0Verifying that agents are correctly configuredIntroductionIf agents are corre

Symposium and DMS/MSL-100 Switch Guide 95April 2004 Verifying the configuration Verifying that the CDNs are correctly configuredIntroductionIf a C

96 Symposium Call Center ServerVerifying the configuration Standard 1.0Sample scriptGIVE RINGBACKWAIT 2IF (CDN = 4165557890) THENQUEUE TO SKILLSET s

Symposium and DMS/MSL-100 Switch Guide 97April 2004 Verifying the configuration Verifying that music and RAN routes are correctly configuredIntrod

98 Symposium Call Center ServerVerifying the configuration Standard 1.0WAIT 2GIVE RAN welcome_RAN_gvWAIT 2GIVE RAN holiday_RAN_gvQUITVerifying music

Symposium and DMS/MSL-100 Switch Guide 99April 2004 Verifying the configuration Verifying that DNISs are correctly configuredIntroductionTo enable