Nortel Networks Dms Msl 100 Users Manual Switch Guide

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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
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-DOS, POWERPOINT, WINDOWS, and WINDOWS NT are trademarks of
Microsoft Corporation.
PCANYWHERE is a trademark of Symantec Corporation.
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.
vi Symposium Call Center Server
Publication history Standard 1.0
Symposium and DMS/MSL-100 Switch Guide vii
Contents
1Getting started 9
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
Configuration tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
2Configuring the switch 35
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Section A: Configuring the ICM link parameters 37
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
Section B: Configuring switch resources 53
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
Section C: Checking the server configuration 79
Overview of server configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Checking the server configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Relationship of server configuration and switch datafill . . . . . . . . . . . . . . . . 83
viii Symposium Call Center Server
Contents Standard 1.0
3Verifying the configuration 87
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
4Troubleshooting 101
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Subsystem link problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Resource configuration problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
APreinstallation checklist 111
Preinstallation checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Glossary 115
Index 137
Symposium and DMS/MSL-100 Switch Guide 9
Chapter 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
Configuration tasks 32
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 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:
!the DMS/MSL-100 switch
!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 configured 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 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 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
!Service Orders (servord) utility
!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
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 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.
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 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 customer 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:
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,
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.
G101333
Symposium
Call Center
Server
Switch
Client PC
(administrator) Client PC
(supervisor) Third-party
application
Front-end IVR
(optional)
Agent
phonesets
CLAN
ELAN
ICM Router Router
Network
EIU
ACD
Voice port lines
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 goes down, ACD routing configured on the switch
provides 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/SCAI07 through CCM13/
SCAI15, and up to 96 for CCM14/SCAI15 and higher. (This value is determined
by the data in the iphost.)
Symposium Call Center Server requires software packages ICM00001,
ICM00010, or ICM00020 MSL09.
Note: You must configure certain parameters to establish a secure ICM session.
For more information about configuring ICM security, see the Administrator’s
Guide.
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 supervisors, and agent to skillset and
agent to supervisor assignments
!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.
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 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 IVR 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:
!the ability to exchange data with the server, using Host Data Exchange
(HDX)
!the ability to receive real-time updates from the server, using the real-Time
API (RTI)
!the ability to receive real-time updates from the server, using the Real-Time
Statistical Multicast stream (RSM)
!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 share 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
18 Symposium Call Center Server
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, IVR controls the
voice response system, and Symposium TAPI Server/Symposium Agent
controls softphones and screen pops
!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 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 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. 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.
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
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.
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:
!In the normal operation, the switch does not control the overflow or routing
for a CDN ACDGRP. Calls in the CDN are handled by Symposium Call
Center Server.
!There are no agents or supervisors associated with a CDN.
!In the servord utility, ACD agents cannot be defined for a CDN’s
ACDGROUP.
Note: Never add options to the tables.
!There are no subgroups assigned to a CDN.
A subgroup cannot be defined for a CDN in table ACDSGRP.
!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.
!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.
!The existing table ACDGRP 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.
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.
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. 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.
!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 whether it is routed through controlled or default
mode.
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 IVR treatment, prompting him or her to respond
through the use of phoneset keys.
6. The IVR transfers the call to a CDN after the caller enters digits.
7. The call remains queued in the CDN awaiting further call processing.
8. The switch sends a call notification to Symposium Call Center Server. The
call is routed in either of the following ways:
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 Server if the specified 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.
9. 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.
10. 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.
11. The call is answered by an available agent.
12. If you have purchased the Symposium Agent feature, call data sent by TAPI
enables a screen pop to appear on the agent’s screen.
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 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.
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 Intercom
Transfers and conferences
A call is pegged as a transfer when the agent uses the Fast Transfer 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.
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 agents Emergency key no 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 (CCM)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.
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 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. Buffers the code.
Enters another LOB code during
the same call. Sends the first LOB code to the host.
Buffers the new code.
The call is released. 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).
Cancels the last LOB code entered. Erases the code lying in the buffer.
Note: Only the last code may be
erased, and none before the last is
erased.
Does not enter any code during the
entire call. Does not send dv-LOB-Event-U
message.
Note: This action is different from the
ACD MIS that, if datafilled, reports
the default codes.
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 to the
host.
Note: This action is different from the
ACD MIS that reports only the first
three codes.
Enters an LOB code after the caller
hangs up. 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.
Enters an invalid LOB code. 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.
Presses the LOB key twice in quick
succession. 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.
Agent actions/events DMS actions
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 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:
!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.
!If 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.
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 Server client
Two out-of-service modes are available: transition mode and night service mode.
You must put skillsets 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.
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 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.”
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 Call Center Server.
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 TAPI).
!Test the TCP/IP link between the client application and the DMS EIU
interface.
!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.
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 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 ICM 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.
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 change.
Symposium and DMS/MSL-100 Switch Guide 35
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
36 Symposium Call Center Server
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 ICM00001 or higher.
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
Configuring CUSTNTWK 51
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 each switch. A linkset can only be associated with one
installation of Symposium Call Center Server. Similarly, Symposium 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:
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.
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 organizations network within the
telephony environment.
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 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.
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 conditions of your call
center.
G101335
SCAISSRV
SCAICOMS
LINKSET SCAILNKS (IP address of the server)
CUSTENG
CUSTNAME
SCAIPROF
PROFKEY PROFILE
SUBSERV
BESTAIRTOR1 TCP 50.100.77.65
CTXEVENT10$
ACDEVENT11$
.
.
.
BESTAIRTOR1 11 (CTXEVENT10$) (ACDEVENT11$)
(ACDEVENT11$) (TPCC09$) (RESOURCE11$)
(TPAC36$) (SCAI3WC09$) (DNQUERY07$)
(TPQC10$) (ICCM10$)
BESTAIR
CUSTNTWK
CUSTNAME NETNAME NETCGID OPTIONS
BESTAIR PUBLIC 50$ (CLID OFFNET) (ECM) $
BGDATA
BGID OPTIONS
LOCAL 5 $ (CUSTGRP BESTAIR N 10 Y 0 0 ) $
SCAIGRP
SCAIGNAM PASSWORD NETNODID BGID OPTIONS
BESTLOGIN1 BESTPWD 50 LOCAL 5 (LINKSET BESTAIRTOR1)
Symposium and DMS/MSL-100 Switch Guide 41
April 2004 Configuring the switch
The following illustration shows the relationships between the parameters in
these tables:
G101336
SCAISSRV
SCAICOMS
LINKSET SCAILNKS (IP address of the server)
CUSTENG
CUSTNAME
SCAIPROF
PROFKEY PROFILE
SUBSERV
BESTAIRTOR1 TCP 50.100.77.65
CTXEVENT10$
ACDEVENT11$
.
.
.
BESTAIRTOR1 11 (CTXEVENT10$) (ACDEVENT11$)
(ACDEVENT11$) (TPCC09$) (RESOURCE11$)
(TPAC36$) (SCAI3WC09$) (DNQUERY07$)
(TPQC10$) (ICCM10$)
BESTAIR
CUSTNTWK
CUSTNAME NETNAME NETCGID OPTIONS
BESTAIR PUBLIC 50$ (CLID OFFNET) (ECM) $
BGDATA
BGID OPTIONS
LOCAL 5 $ (CUSTGRP BESTAIR N 10 Y 0 0 ) $
SCAIGRP
SCAIGNAM PASSWORD NETNODID BGID OPTIONS
BESTLOGIN1 BESTPWD 50 LOCAL 5 (LINKSET BESTAIRTOR1)
Linkset name
Service Service
Customer group ID
Customer group name
Linkset
name
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.
1Access the table for which you want to edit the incorrect parameter by
typing table <table name> at the prompt (>), and then press Enter.
2Type CHA at the prompt, and then press Enter. This allows you to step
through each parameter in the table.
3If each parameter is correct, press Enter. If not, edit the parameter, and
then press Enter.
4Continue to press Enter until the prompt appears before the incorrect
parameter.
5Delete the incorrect parameter and enter the correct parameter.
6To save the changes, type quit, and then press Enter.
7Press 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.
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 SCAICOMS
1Edit the SCAICOMS table by typing table SCAICOMS and pressing Enter.
Result: The > prompt appears.
2Type add and press Enter.
Result: The LINKSET prompt appears.
3For 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.
4Identify the connection type as TCP and press Enter.
Result: The IP_ADDR prompt appears.
5The 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.
6Type Y and press Enter.
7To exit from the table, type quit and press Enter.
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 represents your organization
on the switch.
Note: In CCM010/SCAI12, the switch network ID is used as the node ID.
To update table BGDATA
1Edit the BGDATA table by typing table BGDATA and pressing Enter.
Result: The > prompt appears.
2Type add and press Enter.
Result: The BGID prompt appears.
3Type the Business Group ID, in the format LOCAL GRPNUM, and press
Enter.
Result: The BGXLA prompt appears.
4Type $ and press Enter.
Result: The OPTIONS prompt appears.
5Type CUSTGRP and press Enter.
Result: The CUSTGRP prompt appears.
6Type the name of your customer group and press Enter.
Result: The MBG prompt appears.
7Type n and press Enter.
Result: The NUMLINES prompt appears.
8Type 0 (zero) and press Enter.
Result: The INTRAGRP prompt appears.
9Type y and press Enter.
Symposium and DMS/MSL-100 Switch Guide 45
April 2004 Configuring the switch
Result: The LSCFN prompt appears.
10 Type $ and press Enter.
Result: The LCSINCPT prompt appears.
11 Type 0 (zero) and press Enter.
Result: The OPTION prompt appears.
12 Type 0 (zero) and press Enter.
Result: The utility prompts you to save the new business group ID.
13 Type Y and press Enter.
14 To exit from the table, type quit and press Enter.
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 Symposium Call Center Server to
log on to the switch.
To update table SCAIGRP
1Edit the SCAIGRP table by typing table SCAIGRP and pressing Enter.
Result: The > prompt appears.
2Type add and press Enter.
Result: The SCAIGNAM prompt appears.
3Enter the SCAIGRP name.
Result: The PASSWORD prompt appears. For more information, see,
Switch Password on page 85.
4Enter the password that Symposium Call Center Server uses to log on to
the switch.
Result: The NETNODID prompt appears.
5Enter the customer network ID that you defined in table CUSTNTWK.
Result: The BGID prompt appears.
6Enter the business group ID that you defined in table BGDATA.
Result: The OPTIONS prompt appears.
7Configure the following option for Symposium Call Center Server:
Result: The utility prompts you to save the new configuration.
8Type Y and press Enter.
9To exit from the table, type quit and press Enter.
Option Value
LINKSET The linkset name defined for the server in table SCAICOMS.
You must type $ after the last linkset name for the group.
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 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 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 ) (CALLOFFR Y Y Y
Y Y Y Y Y Y Y Y) (CALLANSWR Y Y Y Y Y Y Y Y Y Y
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
Y Y Y Y Y Y)$
CALLINIT07$ CALLINIT (MAKECALL Y Y )$
CTXEVENT10$ CTXEVENT (SETOFFHK Y Y ) (CALLOFFR Y Y Y Y Y Y Y Y Y Y Y
Y Y)
(CALLANSWR Y Y Y Y Y Y Y Y Y Y Y Y Y) (CALLREL
Y Y Y) (CALLNAME Y Y Y Y Y)$
DNQUERY07$ DNQUERY (DNQUERY Y)$
ICCM10$ ICCM (SETCDNST )$
48 Symposium Call Center Server
Configuring the switch Standard 1.0
RESEVENT10$ RESEVENT (SETOFFHK Y Y ) (CALLOFFR Y Y Y Y Y Y Y Y Y Y Y
Y Y)
(CALLANSWR Y Y Y Y Y Y Y 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)$
SCAI3WC09$ SCAI3WC (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)$
SCAIMWTI07$ 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)$
TPCC09$ TPCC (ANSWCALL ) (RELSCALL Y) (CONSULTEV Y)
(CONFEVNT Y) (TRANSFEREV 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)$
SUBSERV SPROFILE
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 Server for the changes to take effect.
To update table SCAIPROF
1Edit the SCAIPROF table by typing table SCAIPROF and pressing Enter.
Result: The > prompt appears.
2Type add and press Enter.
Result: The utility prompts for the LINKSET.
3Enter the linkset name from table SCAICOMS.
Result: The utility prompts for the SRVCID.
4Enter the Service ID. For more information, see Service ID on page 85.
50 Symposium Call Center Server
Configuring the switch Standard 1.0
5Respond to the prompts to create the group. The following prompts require
special values for use with Symposium Call Center Server:
When you finish entering responses, type $. For information about the
prompts, refer to the Translations Guide.
Result: The utility prompts you to save the new configuration.
6Type Y and press Enter.
7To exit from the table, type quit and press Enter.
Prompt Value
PROFKEY Enter the linkset name and service ID.
PROFILE CTXEVENT10$ (to support secondary DN keys)
PROFILE ACDEVENT11$ (to support ICM)
PROFILE ROUTING35$
PROFILE TPCC11$ (to allow Symposium Call Center Server to transfer
calls)
PROFILE RESOURCE11$ (to support status messages)
PROFILE TPAC36$ (to support agent logon/logoff, make ready/not
ready, walkaway codes)
PROFILE CALLINIT07$
PROFILE SCAI3WC09$ (to allow monitoring of secondary DN keys for
transfer and conferences)
PROFILE DNQUERY07$ (to report the state of secondary DN keys)
PROFILE SCAICC08$ (to release or answer calls on the secondary DN)
PROFILE TPQC10$ (to support call treatments)
PROFILE ICCM10$ (to support CDNs and call routing)
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 configure the ECM option.
Before you begin
Ensure that the network name is defined in table NETNAMES.
To configure the ECM option
1Edit the CUSTNTWK table by typing table CUSTNTWK and pressing
Enter.
2Type $ and press Enter.
Result: The OPTIONS prompt appears.
3You must add ECM to the last entry.
4Set the following option for use with Symposium Call Center Server:
5Type Y and press Enter.
6To exit from the table, type quit and press Enter.
Option Description
ECM This option configures the network to receive SCAI messages
from the switch.
52 Symposium Call Center Server
Configuring the switch Standard 1.0
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 agent phonesets 69
Configuring supervisor phonesets 74
Configuring logon IDs 76
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)
!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 Symposium 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.
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 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 supervisors.
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.
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 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. Define trunks to be used for music and RAN in table CLLI (Common
Language Locator Identifier).
2. Define RAN circuits in table DRAMS (Digitally Recorded Announcement
Machine).
3. Configure announcements and music in table ANN.
4. Associate announcements and music with trunk cards in table ANNMEMS.
5. Record announcements with the DRAMREC utility.
6. 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.
7. Associate treatments with routes in table OFRT (office route) or IBNRTE.
Assign the ACDQ parameter to routes you want to make available to
Symposium Call Center Server.
8. Associate routes with ACD groups in table ACDGRP.
9. 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.
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 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 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
1Edit the ACDGRP table by typing table ACDGRP and pressing Enter.
Result: The > prompt appears.
2Type add and press Enter.
58 Symposium Call Center Server
Configuring the switch Standard 1.0
Result: The ACDNAME prompt appears.
3Enter a name for the ACD group.
Result: The utility prompts you for the CUSTGRP.
4Enter a name for the customer group of the ACD-DN.
Result: The utility prompts you for the ACDRNGTH.
5Enter a valid value. (The default value is 0.)
Result: The utility prompts you for the THROUTE.
6Enter a valid value.
Result: The utility prompts you for the NSROUTE.
7Enter a valid value.
Result: The utility prompts you for the PRIOPRO.
8Enter a valid value.
Result: The utility prompts you for the DBG.
9Enter a valid value.
Result: The utility prompts you for the MAXCQSIZ.
10 Enter a value between 0511.
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.
11 Enter a valid value.
Result: The utility prompts you for the ACDMIS.
12 Enter a valid value.
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.
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Result: The utility prompts you for the FRCNGTSV.
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
CCM010/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.
Result: The utility prompts you to save the new ACD group.
21 Type Y and press Enter.
22 Repeat steps 2 through 21 for each ACD group of this type that you want to
create.
23 To exit from the table, type quit and press Enter.
ATTENTION Do not set this value for the CDN.
.
CAUTION
Risk of malfunction
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.
60 Symposium Call Center Server
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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.
1Edit the ACDGRP table by typing table ACDGRP and pressing Enter.
Result: The > prompt appears.
2At the > prompt in the ACDGRP table, type add and press Enter.
Result: The utility prompts you for the ACDNAME.
3Enter a name for the ACD group.
Result: The utility prompts you for the CUSTGRP.
4Enter a name for the customer group of the ACD-DN.
Result: The utility prompts you for the ACDRNGTH.
5Enter 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.
6Enter a valid value.
Result: The utility prompts you for the NSROUTE.
7Enter a valid value.
Result: The utility prompts you for the PRIOPRO.
8Enter a valid value.
Result: The utility prompts you for the DBG.
9Enter a valid value.
Result: The utility prompts you for the MAXCQSIZ.
10 Enter a value between 0511.
Result: The utility prompts you for the MAXWAIT.
11 Enter a valid value.
Result: The utility prompts you for the ACDMIS.
12 Enter a valid value.
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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 Symposium 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.
62 Symposium Call Center Server
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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 groups 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 for a 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 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
ACDGRP can be datafilled in table ACDGRP, but are not used.
Field name
Brief descriptions
(default value for CDN
ACDGRP)
Validity for a
CDN
ACDGRP
CUSTGRP TYPE IS
ACD_RING_THRESHOL
D {0 to 60}
Y
ACDRNGTH any valid entry (for
example, OFRT 1) N
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The following table shows all of the options in table ACDGRP and whether they
are compatible for a CDN:
THROUTE any valid route (for
example, OFRT 1) N
NSROUTE any valid route (for example
OFRT 1) N
PRIOPRO 0 N
DBG N N
MAXCQSIZ 0-511
CDN queue size
Y
MAXWAIT 0 N
ACDMIS N Y
MSQS N N
DISTRING NONE N
OBSWTONE N N
FRCNGTSV N N
ACDGRP Option
Compatible
with CDN
(Y/N)
AUDIO N
NARS N
MAXCQLMT N
ACDPSAP N
Field name
Brief descriptions
(default value for CDN
ACDGRP)
Validity for a
CDN
ACDGRP
64 Symposium Call Center Server
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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.
SCAIREDIR N (only compatible for redirection)
OVFLINQ N
TMDELOFL N
ACDDISP N
MGTRPT N
ACDADMIN N
QSL N
NRONSDN N
ACDCPK N
ORGANN N
FORCING N
VARWRAP N
TIMECXR N
NONIMCUT N
ACDXFER N
OBSREST N
3OVNS N
QTOMSB N
ACDGRP Option
Compatible
with CDN
(Y/N)
Symposium and DMS/MSL-100 Switch Guide 65
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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
1Edit the ACDSGRP table by typing table ACDSGRP and pressing Enter.
Result: The > prompt appears.
2Type add and press Enter.
Result: The ACDNAME prompt appears.
3Enter the name of the ACD group to which this subgroup belongs.
Result: The utility prompts for the subgroup number.
4Enter the number of the subgroup.
5Continue responding to the prompts to define the subgroup. (For more
information about the prompts, see the Translations Guide.)
Result: The utility prompts you to save the new ACD subgroup.
6Type Y and press Enter.
7Repeat steps 2 through 6 for each subgroup that you want to define.
8To exit from the table, type quit and press Enter.
66 Symposium Call Center Server
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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
1Edit the DNROUTE table by typing table DNROUTE and pressing Enter.
Result: The > prompt appears.
2Type add and press Enter.
Result: The AREA prompt appears.
3Enter the area code for the CDN.
Result: The OFC prompt appears.
4Enter the office code for the CDN.
Symposium and DMS/MSL-100 Switch Guide 67
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Result: The STAT prompt appears.
5Enter the remainder of the directory number for the CDN.
Result: The DN_SEL prompt appears.
6Type FEAT and press Enter.
Result: The FEATURE prompt appears.
7Type ACD and press Enter.
Result: The ACDGRP prompt appears.
8Type the name of the ACD group you defined for this CDN in table
ACDGRP and press Enter.
Result: The DNTYPE prompt appears.
9If you 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
1Edit the DNROUTE table by typing table DNROUTE and pressing Enter.
Result: The > prompt appears.
2Type add and press Enter.
Result: The DN prompt appears.
3Enter the DN for the ACD-DN or supplementary DN.
Result: The DN_SEL prompt appears.
68 Symposium Call Center Server
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4Type FEAT and press Enter.
Result: The FEATURE prompt appears.
5Type ACD and press Enter.
Result: The ACDGRP prompt appears.
6Continue 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.
7Type Y and press Enter.
8Repeat steps 2 through 7 for each ACD-DN that you want to define.
9To 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 Client Guide and online Help for
detailed instructions.
Symposium and DMS/MSL-100 Switch Guide 69
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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
Conference A call is pegged as a conference when the agent presses the 3WC
key, and then completes the call.
Fast
Transfer A call is pegged as a transfer when the agent uses the Fast 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.
70 Symposium Call Center Server
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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.
Line of
Business Symposium Call Center Server can report on the time agents
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
Key To enable the emergency screen pop on the supervisor’s
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
Intercom 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.
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
Line 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.
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.
Symposium and DMS/MSL-100 Switch Guide 71
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!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
ACDSGRP (see “Configuring ACD subgroups” on page 65).
Configuring agent phonesets
1Start the Service Orders utility by typing SERVORD and pressing Enter.
Result: The > prompt appears.
2Type new $ and press Enter.
Result: The DN prompt appears.
3Enter the DN for the In Calls key on the phoneset.
Result: The LCC_ACC prompt appears.
4Enter 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.
5Type the name of the customer group to which you added the ECM in the
CUSTNTWK table.
Result: The SUBGRP prompt appears.
6Type the name of the customer subgroup to which the agent phoneset
belongs (usually 0) and press Enter.
Result: The NCOS prompt appears.
7Enter a valid value.
Result: The SNPA prompt appears.
8Enter a valid value.
Result: The KEY prompt appears.
9Enter a valid value.
Result: The RINGING prompt appears.
10 Type Y and press Enter.
Result: The LEN_OR_LTID prompt appears.
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 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)
!3-Way Conference (3WC)
!Line of Business key (LOB)
!Emergency key (EMK)
!Fast Transfer key (FXR)
Notes:
!If you use the EMK, configure it for SuprPosID.
!If 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, refer to the Symposium
Call Center Web Client Guide and online Help for detailed instructions.
Symposium and DMS/MSL-100 Switch Guide 73
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.
74 Symposium Call Center Server
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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:
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 which 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
1At the > prompt in the servord utility, type new and press Enter.
Result: The DN prompt appears.
2Enter the DN for the In Calls key on the phoneset.
Night
Service Nortel Networks recommends that you do not configure this key
on the supervisor phoneset. Symposium Call Center Server does
not support this feature.
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3Continue 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 these and other available options, see the
SERVORD Reference Manual.
Result: The utility prompts you to save the new phoneset.
4Type Y and press Enter.
5Repeat steps 1 through 4 for each supervisor phoneset you want to define.
6To 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 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 a supervisor phoneset, you must first deacquire
the phoneset, edit the configuration parameters, and then reacquire the
phoneset.
76 Symposium Call Center Server
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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
1Edit the ACDLOGIN table by typing table ACDLOGIN and pressing Enter.
Result: The > prompt appears.
2Type add and press Enter.
Result: The LOGINID prompt appears.
3Enter the numeric ID that the agent uses to log on to the phoneset.
Result: The CUSTSEL prompt appears.
4Type N and press Enter.
Result: The PSWDSEL prompt appears.
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5Type N and press Enter.
Result: The OPTION prompt appears.
6Select the VARWRAP option.
Result: The VARWRAP prompt appears.
7When 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.
8Set FORCING to NONE.
Result: The utility prompts you to save the new agent login ID.
9Type 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
After 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.
78 Symposium Call Center Server
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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
80 Symposium Call Center Server
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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.
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Checking the server configuration
Introduction
This section describes checking the switch connection.
To check the switch connection
1From the SMI window, choose System Administration System
Configuration 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.
Note: The following section shows the relationships between these fields
and the tuples (parameters and values) in the DMS tables.
2Click the Advanced button.
82 Symposium Call Center Server
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.
3Click Close to return to the Switch Resource property sheet.
4Click Close to return to the SMI window.
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Relationship of server configuration and
switch datafill
Introduction
This section shows 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
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 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 Node
!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
Symposium Call
Center Server
parameter Value Meaning
Service ID 0–255
(from table
SCAIPROF)
Identifies the connection profile
parameters for communication
between the switch and
Symposium Call Center Server.
Application ID Any user-defined value Symposium Call Center Server
Service Version 12
13
14
15
16
17
Release CCM010
Release CCM011
Release CCM012
Releases: CCM013, CCM014
Release CCM015
Releases: CCM016, CCM017
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 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.
!maintains a one-to-one relationship with the business group ID. All Service
IDs of a customer are under the same password.
!is keyed to the PASSWORD field of the SCAIGRP table
!must be between 1–8 characters in length
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.
!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
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 different for all
the other applications connected to the linkset.
Service Version
!uniquely identifies the application level signaling version on a specific
switch
Note: Symposium Call Center Server supports a minimum of CCM10. The
switch releases must be able to support 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
CCM release SCAI version DMS release MLS release
Succession
rate
CCM10 SCAI12 NA10 MSL12
CCM11 SCAI13 NA11
CCM12 SCAI14 NA12 MSL14
CCM13 SCAI15 NA13
CCM14 SCAI15 NA14 MSL15
CCM15 SCAI16 NA15
CCM16 SCAI17 NA16
CCM17 SCAI17 NA17 MSL17 SE06
Symposium and DMS/MSL-100 Switch Guide 87
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
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.
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.
!ACD groups and subgroups are correctly configured.
!Agent phonesets are correctly configured.
!Agents and supervisors are configured to log on.
!CDNs are correctly configured.
!Music and RAN routes are correctly configured.
!DNISs (primary and supplementary ACD-DNs) are correctly configured.
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
to log on, the following conditions must be met:
!The ICM link between the switch and Symposium Call Center Server must
be correctly configured.
!The server logon parameters must be correctly configured.
To verify the integrity of the ICM link
1At 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.)
2On 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
1On Symposium Call Center Server, from the Start menu, select Programs
MS-DOS Prompt.
Result: The MS-DOS Prompt window appears.
90 Symposium Call Center Server
Verifying the configuration Standard 1.0
2Type 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.
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 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:
!The AGTASSN option is enabled.
!The Variable 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).
!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.
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.
(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:
!The phoneset type is MDC.
!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.
!If you want to distinguish between conferences and transfers, the phoneset
has 3-Way Conference and Fast Transfer keys.
!The ECM option is set on the secondary DN.
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 SERVORD Reference Manual.) Ensure that the following
conditions have been met for each supervisor phoneset:
!The phoneset type is MDC.
!The phoneset has an Emergency key.
!The phoneset does not have a Night Service key. Only agent phonesets
should have this key configured.
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 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
1At a phoneset configured as an agent set, pick up the handset.
2Press the Make Set Busy (MSB) key.
3Press the Incalls key.
4Enter the agents 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.
5Press the Not Ready key.
Result: On the Agent real-time display window, the agents In Calls Status
changes to Idle.
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.
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 Client, 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.
96 Symposium Call Center Server
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
1On Symposium Call Center Server, acquire the CDN by selecting it in the
CDNs window and choosing File Acquire.
Result: The CDN status changes to Acquire Pending, and then to
Acquired.
2Log on each agent to a phoneset.
3Make a call to each CDN.
Result: The call is routed to the correct agent.
Symposium and DMS/MSL-100 Switch Guide 97
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.
2. 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.
3. 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.
4. 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
98 Symposium Call Center Server
Verifying the 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.
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 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 skillset 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.
100 Symposium Call Center Server
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.
Symposium and DMS/MSL-100 Switch Guide 101
Chapter 4
Troubleshooting
In this chapter
Overview 102
Subsystem link problems 103
Resource configuration problems 106
102 Symposium Call Center Server
Troubleshooting Standard 1.0
Overview
This section describes problems that can occur, as well as possible causes and
recommended solutions for these problems.
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 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:
!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.
!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:
!The server components are UP.
To check the status of the components, use the SMonW utility on the server.
If all components do not have the status UP, restart the server.
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 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:
!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.
!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.
!The option AGTASSN contains a valid value in table ACDGRP. If
AGTASSN does not have a valid value, you cannot access the phoneset. 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 agents position number
1Enter the agent Position ID in the Telephony/Port Address box.
2Enter the agents personal DN (DID) in the secondary DN box.
Symposium and DMS/MSL-100 Switch Guide 105
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.
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 conditions have been met:
!The CDN is configured in table DNROUTE on the switch.
!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.
!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:
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 “The server 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:
!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:
!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.
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 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:
!The VARWRAP option is configured for the ACD group to which the
agents belong, or for the individual agents.
!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.
!The NRONOSDN option is configured for the ACD group to which the
agents belong, or for the individual agents.
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 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$.
110 Symposium Call Center Server
Troubleshooting Standard 1.0
Symposium and DMS/MSL-100 Switch Guide 111
Appendix 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 checklist before attempting to configure the
switch for Symposium Call Center Server.
DMS Components
Component Required Optional Description
DMS-100, SL-100, DMS-
500 Yes Centrex Switch
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
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.
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 Tables LIUINV,
IPNETWRK,
IPROUTER, IPHOST, and
IPTHRON must be
datafilled in the switch.
Component Required Optional Description
Dedicated Ethernet/WAN
Network
Yes Provides higher link
reliability and bandwidth
by reducing packet
collisions and retransmits.
Component Required Optional Description
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 required
at both the Telco and CPE
ends.
10Base-T Category 5 UTP
Cabling Yes Length as required.
ISDN NT-1 Adapter Yes Required if using a Quad-
BRI adapter on a Nortel
Networks ASN router for
ISDN-BRI connectivity.
Component Required Optional Description
CTI Server Yes Endpoint of ICM link
Component Required Optional Description
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 Emergency key, the
system places a call to the agent’s supervisor.
access class
A collection 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.
116 Symposium Call Center Server
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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 known 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.
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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 simplify 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.
118 Symposium Call Center Server
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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 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.
C 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.
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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 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 agents 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.
120 Symposium Call Center Server
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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.
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.
D 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.
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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.
122 Symposium Call Center Server
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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
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.
E 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 agents phoneset that, when pressed by an agent, automatically calls
his or her supervisor to notify the supervisor of a problem with a caller.
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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 scripts. 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.
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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 IP 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.
L LAN
See Local area network.
Line of Business code
See activity code.
LOB code
See activity code.
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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
nodes within the network
!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.
126 Symposium Call Center Server
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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 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 agent 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
O 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.
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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 application that
enhances the functionality of previously released software by improving
performance, adding functionality, or correcting a problem discovered since the
original release.
128 Symposium Call Center Server
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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.
R 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.
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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 (< >). 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.
130 Symposium Call Center Server
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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 agents 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.
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Simple 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 highest priority.
standby
In skillset assignments, a property that grants an agent membership in a skillset,
but makes the agent inactive for that skillset.
132 Symposium Call Center Server
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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
application 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.
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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 between 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.
134 Symposium Call Center Server
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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 devices on the Internet. TCP/IP is
the standard protocol for transmitting data over networks.
treatment
See call treatment.
U 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.
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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 operations.
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.
136 Symposium Call Center Server
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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
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 subgroups, 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
138 Symposium Call Center Server
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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
SCAISSRV, 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
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
I
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
Symposium and DMS/MSL-100 Switch Guide 139
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
M
MBG logon parameters, 85
music and RAN rou<