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Manuel d’utilisation Nortel DMS/MSL-100

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Summary
  • Nortel DMS/MSL-100 - page 1

    Nor tel Netw orks Symposium Call Ce nter Server Symposium and DMS/MSL-100 Swit ch Gui de Produc t release 5 .0 Standa rd 1.0 Apr il 2004 297-218 3-912 ...

  • Nortel DMS/MSL-100 - page 2

    ...

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    Nor tel Networks Symposium Call Center Ser ver Symposium and DMS/MSL-100 Swit ch Gui de Pub l ic ati on n um ber: 297-2 183 -91 2 Prod uct r eleas e: 5.0 Docu ment r eleas e: Stan dard 1.0 Date : Apr il 20 04 Cop yrig ht © 2004 Nor tel Ne two r ks, All Rights Reser ve d Inf o rm a tion is subjec t to change w ithou t notic e. N or tel Netw orks re ...

  • Nortel DMS/MSL-100 - page 4

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    Symp osium a nd DMS/MSL-1 00 Switc h Guide v Pub licat ion hi st ory April 20 04 The St andard 1.0 v ersion of the Nortel Ne tworks Sympo sium Call Cent er Serv er Symposiu m and DMS/MSL-100 Swi tch Gui de Release 5.0, is release d. ...

  • Nortel DMS/MSL-100 - page 6

    vi Sympos ium Cal l Center Server Publi cation hi story Stand ard 1.0 ...

  • Nortel DMS/MSL-100 - page 7

    Symp osium a nd DMS/MSL-1 00 Sw itch Guide vii Contents 1 Getti ng started 9 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 What’s new in Release 5.0? . . . . . . ...

  • Nortel DMS/MSL-100 - page 8

    viii Sympos ium Cal l Center Server Conten ts Stand ard 1.0 3 Verifying the configuration 87 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Verifying that the server can log o n to the switch . . . . . . . . . . . . . . . . . . . . . 89 Verifying ACD groups and s ubgroups . . . ...

  • Nortel DMS/MSL-100 - page 9

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 9 Chapter 1 Getting star ted In this ch ap te r Ov er view 10 Skills y o u need 11 What’ s ne w in Releas e 5.0? 12 Compon ents 13 How Symposium C all Center Ser v er commun icates with t he s witch 19 Sup por t f or s wit ch f eat ures 24 Preins tallatio n checklist 31 Configu ration tasks 32 ...

  • Nortel DMS/MSL-100 - page 10

    10 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 Over vie w Throug hout this guide, the term DMS switc h applies to the fol lo wing switch type s: ! DMS Switch ! MLS-100 ! Succe ssion 2000 ! Nortel Ne twor ks Communica tion Serv er 2100 Sym posiu m Call Cent er Ser ver wor ks in con junc tion w ith o ther s ystem s to ensur e that ...

  • Nortel DMS/MSL-100 - page 11

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 11 April 200 4 Getti ng start ed Skills y ou need Intr oduction This section de scri bes the sk ills and kno wledge you ne ed to us e this gui de effectiv el y . Nor tel Networks pr oduct knowledge Kno wledge of, or exp erienc e with, th e foll ow ing Norte l Networ ks prod ucts can be of assistance when c ...

  • Nortel DMS/MSL-100 - page 12

    12 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 What’ s n e w in Release 5.0? Skillset di spla y on phoneset Symposi um Call Cente r Serv er Releas e 5.0 wit h Common Command Module (CC M)16 o r Swit ch Comp uter A p plica tion In terface (SCAI )17 (o r lat er) support s the disp lay of ski llset n ames on t he agent an d super ...

  • Nortel DMS/MSL-100 - page 13

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 13 April 200 4 Getti ng start ed Components Intr oduction Symposi um Call Cente r Serv er con sists of three k e y componen ts: telepho ny , serv er , and clie nt. T elephon y component The te leph ony comp onen t inclu des th e switc h, th e Ethe rnet Int erfac e Unit (E IU), Intell igent Call Manage r (I ...

  • Nortel DMS/MSL-100 - page 14

    14 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 Switch The swi tch is the h ardwa re and softwar e component that pro vides telep hon y serv ices. The s witch s ends an d recei ves call s to and fr om Symposiu m Ca ll Cente r Serv er. When a call arri ves a t the swit ch, th e switch not if ies t he serv er , which performs c all ...

  • Nortel DMS/MSL-100 - page 15

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 15 April 200 4 Getti ng start ed Symposi um Call Cente r Serv er suppor ts the DMS, M LS- 100, Succes sion 2000, and Communi cation Se rv er 2100 swi tches. Thro ughout this gu ide, the t erm DMS Switch applies t o all th e supporte d switc h types. Note : I f the l in k t o the s erv er goes do wn, A CD r ...

  • Nortel DMS/MSL-100 - page 16

    16 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 Ser ver The se rver component , which uses Micros oft W indo ws 2000 soft ware, i s res po nsib le for f uncti ons s uch as ! the lo gic fo r call p r ocess ing ! cal l treat ment ! call handling ! call present ation ! admini strati on of agents, skill sets, and supe rvisors, and age ...

  • Nortel DMS/MSL-100 - page 17

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 17 April 200 4 Getti ng start ed ELA N The embe dded LAN (ELAN) is a dedicat ed Etherne t TCP/I P LAN connecti ng the Sy mposi um Call Cent er Ser v er and the swi tc h. The EL AN mus t be a pr i vat e isolat ed netw ork that is d edicat ed to the switch an d to t he cal l ce nter . The ELAN must no t ha v ...

  • Nortel DMS/MSL-100 - page 18

    18 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 ! Inte racti ve V oice Response (I VR) v oic e ports ar e cont rolled b y IVR and monitore d b y Symposiu m Call Center Serve r ! Sym posiu m Call Cent er Server p erfor ms th e c all ro uting , IVR c ontro ls the v oice re sponse system, and Sy mposium T API Se rver /Symposi um Agen ...

  • Nortel DMS/MSL-100 - page 19

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 19 April 200 4 Getti ng start ed Ho w Symposium Call Center Ser v er comm unicates with the s witc h Intr oduction Sym posiu m Call Cent er Server a nd th e swit ch mus t be ab le to exc hange inf ormatio n if call s are to be succ essful ly route d in Sympo sium Ca ll Center Serv er. Y ou mus t ensu re th ...

  • Nortel DMS/MSL-100 - page 20

    20 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 F or eac h call ar ri ving a t a CDN, the swi tch info rms Symposi um Call Cente r Serv er of the ca ll’ s arri v al and s tart s a time r while w aiting for the rout ing inst ructions . The swit ch handles the call accordi ng to the respon se retur ned from Symposi um Call Ce nter ...

  • Nortel DMS/MSL-100 - page 21

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 21 April 200 4 Getti ng start ed ! A CDN has a defaul t A CD group, which is dataf illed on the switc h. The de fault A CD group is dataf illed in table A CDGRP . ! A CDN can ha ve the foll o wing stat es: ! Contr olled Inco ming calls ar e handled b y Symposium Call Cen ter Serv er. Fo r an e xample of co ...

  • Nortel DMS/MSL-100 - page 22

    22 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 1. An in comi ng ca ll arrives at th e swi tch. 2. The ca ll is ro uted t o an IVR port (optiona l). 3. Th e IVR tr ans fers th e call to a CD N af ter the calle r ent ers di gits ( opt ional ). 4. The ca ll is ro uted t o an IVR port . 5. The ca ller re cei v es an I VR treatment , ...

  • Nortel DMS/MSL-100 - page 23

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 23 April 200 4 Getti ng start ed ! If S ym pos iu m Ca ll Cent er Ser ver rec e i ves the n otificati on, a retur n not if ic ation is se nt to the s witc h. T he ca ll rem ains on t he CDN unde r the control of Sympos ium Call Cent er Serv er. A cal l is defa ulted fr om Symposi um Call Ce nter Serv er if ...

  • Nortel DMS/MSL-100 - page 24

    24 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 Support for s witch features Intr oduction This section de scribes featu res conf igurable on the swi tch, and e xplains h ow they int eract with S ympo sium C all Ce nter S e rver. AC D Y ou must co nfi gure Automati c Call Dist rib ution (A CD) on the s witch to pro vide defa ult A ...

  • Nortel DMS/MSL-100 - page 25

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 25 April 200 4 Getti ng start ed Unsupported keys on agent phonesets Do not conf igure the fo llo wing k eys on agent phoneset s. Use of these k e ys res ul ts in th e inco rrec t agen t s tatus on the real-t ime dis play s (R TDs) : ! Hotl ine ! Pri va te line ! V oice call ! Dial I nterc om T ransfer s a ...

  • Nortel DMS/MSL-100 - page 26

    26 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 Once t he agent ha s forw arded t he cal l to his o r her supe rvisor , the ligh t next to the a gent’ s Emer gency k ey flash es. If the super visor ans wers th e call within 30 seco nds, the li ght ne xt to the ag ent’ s Emer genc y ke y no longer flashes , b ut remains o n unt ...

  • Nortel DMS/MSL-100 - page 27

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 27 April 200 4 Getti ng start ed LOB codes Line of Business (LOB) cod es, or act i vity codes, i dentify t he type of call. F or e xample, an acti vity code c an indica te a Sal es or a Sup port c all. T o use acti vity codes , you must ena ble th e LOB featur e on the swi tch. If yo u want to assi gn name ...

  • Nortel DMS/MSL-100 - page 28

    28 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 Notes: 1. Th e s witch does not al low agent s to pr ess the LOB key whi le they ar e in conf erence wit h anoth er agent. 2. The se rver does not monitor a cti vity codes for DN call s. Enter s more than three LOB codes. Sends all o f the ent ered codes to the hos t. Note: This act ...

  • Nortel DMS/MSL-100 - page 29

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 29 April 200 4 Getti ng start ed V ar iable W rap fea ture When an a gent r eleas es a call , the V ari able Wra p feat ure pre ven ts another call fro m bei ng pres ented to the agent for a s pecific p eriod of tim e. Ag e nts ca n use this t ime to perf orm an y re quired pos t-call proces sing. F or Sym ...

  • Nortel DMS/MSL-100 - page 30

    30 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 Night serv ice feature Skil lsets go out of s ervic e under th e foll ow ing condi tion s: ! auto maticall y , when all a gents h av e lo gged of f ! manual ly , when you c hange t he skills et mode on the Skil lset Properti es windo w on the Symposi um Call Cent er Serv er client T ...

  • Nortel DMS/MSL-100 - page 31

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 31 April 200 4 Getti ng start ed Preinstallation chec klist Completing a preinstallation c hec klist Befor e attempt ing to conf igure the switch fo r Symposi um Call Ce nter Serv er, Nortel Ne twor ks recommends that y ou complete a check list of the requi red an d opti onal compone nts fo r the sw itch, ...

  • Nortel DMS/MSL-100 - page 32

    32 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 Config urati on tasks Intr oduction Conf iguration o f the swit ch to communi cate wi th Symposium Cal l Center Serv er in vol v es instal ling and conf iguring the EIU, instal ling and c onf iguring ICM, conf iguri ng the swit ch, and conf iguri ng Symposi um Call Cente r Serv er. N ...

  • Nortel DMS/MSL-100 - page 33

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 33 April 200 4 Getti ng start ed ! Ins tall the networ k cable fr om th e route r to the Ch anne l Servic e Unit ( CSU) or an y other tra nsport de vice. ! Ins t a ll the c lie nt CSU . ! Conf igure the co nnection b e tween the DMS CSU and the cl ient CSU. ! Conf igure the co nnecti on between the DMS CSU ...

  • Nortel DMS/MSL-100 - page 34

    34 Sympos ium Cal l Center Server Gett ing starte d Stand ard 1.0 OFCOPT Cate gorizes ICM messages in groups (thi s table i s main taine d by Norte l Network s). Note : For ICM CCM010 (SCAI1 2), do not enable t he Netw ork_ICM_Acti ve feature . OFCV AR Contai ns the ope rating pa ramete rs tha t the ope rating compan y can change. ...

  • Nortel DMS/MSL-100 - page 35

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 35 Chapter 2 Configuring the s witch In this ch ap te r Ov er vi e w 36 Sec tio n A: Co nf igurin g the I CM link p ar ame ter s 37 Sec tion B : Con figuri ng s witc h resou rces 53 Secti on C: Checking the ser v er configuration 79 ...

  • Nortel DMS/MSL-100 - page 36

    36 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Over vie w This chapte r pro vides p rocedures for c onf igurin g the s witch to w ork with Symposi um Call Cente r Serv er. It as sumes that the swi tch is runni ng softw are load CCM010/SCAI12 or l ater; a n EIU has b een pro visione d for t he ICM link; and the I CM softw ...

  • Nortel DMS/MSL-100 - page 37

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 37 April 2004 Config uring the switch Section A: Configuring the ICM link parameter s In this se ct io n Ov er view of config uri ng the ser ver logo n 38 Conf igurin g SCAI COMS 43 Conf igur ing BGD A T A 44 Con figur ing SC AIGRP 46 Conf igur ing SCAI SSR V 47 Con figur ing SC AIPROF 49 Configur ing CUST ...

  • Nortel DMS/MSL-100 - page 38

    38 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Overview of config uring the ser ver logon Intr oduction Symposi um Call Cente r Serv er must log on to t he switch using a n ICM linkset befo re it c an acqui re swit ch res ources and e xchang e mess ages. Up t o 96 linkset s can be conf igured on each s witch. A lin kset c ...

  • Nortel DMS/MSL-100 - page 39

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 39 April 2004 Config uring the switch Configuring ICM security In or der to es tablish a secur e ICM sessio n, you must conf igur e the fol lo wing para meters on the s witch: ! Linkset name Th is is th e u ser-defin ed nam e for th e server in Sy mpos iu m Ca ll Ce nter Serv er as it is kno wn to the swit ...

  • Nortel DMS/MSL-100 - page 40

    40 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Configuring logon The fo llo wing i llustr ation dis plays the table s you must update t o allo w Sym posiu m Call C ente r S erver to l og on to th e swit ch. The illustr ation displ ayed is an e xample. Data var ies depe nding on the speci fi c condi tions of y our call cen ...

  • Nortel DMS/MSL-100 - page 41

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 41 April 2004 Config uring the switch The f ollowing il lustra tion sho ws th e rela tions hips be twee n the p a rame ters in thes e tables: G101336 SCAISSRV SCAICOMS LINKSET SCAILNKS (IP address of the server) CUSTENG CUSTNAME SCAIPROF PROFKEY PROFILE SUBSERV BEST AIRTOR1 TCP 50.100.77.65 CTXEVENT10$ ACD ...

  • Nortel DMS/MSL-100 - page 42

    42 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 T o ente r and edit da ta in the tab les If y ou ha ve entered a n incorre ct paramet er in a table, y ou can ch ange the para meter with out discardi ng the par ameters that ha ve be en entere d corr ectly . T o ch ange an incorrect parameter . 1 Acces s the table f or whic ...

  • Nortel DMS/MSL-100 - page 43

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 43 April 2004 Config uring the switch Configuring SCAICOMS Intr oduction T able SCAICOMS def ines links et names and assig ns them to t he appr opriate hard ware de vice. Thi s enables a logi cal pathw ay through the EIU to Symposium Call Cent er Serv er. T o update table SCAICOMS 1 Edit t he SCAICOMS tabl ...

  • Nortel DMS/MSL-100 - page 44

    44 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Configuring BGD A T A Intr oduction T a ble B GD A T A allows you t o configure mult iple sw itch es so tha t they can share MDC feat ures. This table ass ociates a b usiness group ID (BGI D) with a cust omer group. A b usiness group is an entity that repres ents your org ani ...

  • Nortel DMS/MSL-100 - page 45

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 45 April 2004 Config uring the switch Result: The LSCF N prompt appe ars. 10 Ty p e $ and pres s Ente r . Result: The LCSINCP T prompt a ppears. 11 Ty p e 0 (zero) an d press En ter . Result: The OPTIO N prompt appears. 12 Ty p e 0 (zero) an d press En ter . Result: The utili ty prompts y ou to s a ve the ...

  • Nortel DMS/MSL-100 - page 46

    46 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Configuring SCAIGRP Intr oduction T able SCAIGRP ass ociates a b usiness group I D for a customer gr oup with one or more lin kse ts . Each gr oup is gi v en a pa ssw o r d, ne tw or k node ID, li nks et , and an a ss ocia ted BG ID. T hese p aram e ters a llow Symp osium C a ...

  • Nortel DMS/MSL-100 - page 47

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 47 April 2004 Config uring the switch Configuring SCAISSR V Intr oduction T able SCAISSR V def ines a series of prof iles for ICM mes sages, and specif ies what i nformat io n is inc luded i n the m essage s. The swit ch mak es t hese mes sages a v aila ble to Sym posium Ca ll Center Serve r. The t able be ...

  • Nortel DMS/MSL-100 - page 48

    48 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 RESEVENT10$ RESEVENT (SET OFFHK 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) (CALLN AME Y Y Y Y Y)$ RESOURCE11$ RESOURCE (A CDQUER Y ) (APPSTQR Y Y Y Y Y Y)$ R OUTING35$ R OUTING (CALLRE CDC Y Y Y Y Y Y Y Y Y Y) (CALLREDIR Y ...

  • Nortel DMS/MSL-100 - page 49

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 49 April 2004 Config uring the switch Configuring SCAIPR OF Intr oduction T able SCAIPR OF def ines the t ypes of in format ion sen t by t he swit ch to Sym posiu m Call C enter Server. Note : If y ou edit the pa rame ters in table S CAIPROF , y ou m us t rest art Sym posiu m Call C enter Server f or the c ...

  • Nortel DMS/MSL-100 - page 50

    50 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 5 Respon d to the p rompts t o create the group . The f ollowing p rompts req uire special v alues f or us e with Sympo sium Call Ce nter Ser ver: When you fini sh ent ering r esponse s , t ype $ . F or infor mation ab out the prompts, refer to the T ranslati ons Guid e . Res ...

  • Nortel DMS/MSL-100 - page 51

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 51 April 2004 Config uring the switch Configuring CUSTNTWK Intr oduction The ta bl e CUSTNTWK ass ign s a net w ork ID t o a c ust omer gr oup. Th e netw or k ID id entif ies your or ganizat ion’ s netw ork within the t elephon y en vironment. F ollo w the pro cedure in this section t o conf igure the E ...

  • Nortel DMS/MSL-100 - page 52

    52 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 ...

  • Nortel DMS/MSL-100 - page 53

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 53 April 2004 Config uring the switch Section B: Conf iguring s w itch re sour ces In this se ct io n Over view of conf iguri ng s w itch res ources 54 Config urin g RAN and music routes 56 Config urin g A CD groups 57 Config urin g A C D subgrou ps 65 Configur ing DNs 66 Config urin g agent pho nesets 69 ...

  • Nortel DMS/MSL-100 - page 54

    54 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Over vie w of configuring s w itch resour ces Intr oduction Y ou must ensure that the foll o wing r esources are co rrectly config ured on the swi tch: ! RAN and musi c routes ! A CD groups and subgrou ps ! hunt grou ps ! dire ctory numbe rs (DNs) ! agent phoneset s ! agent l ...

  • Nortel DMS/MSL-100 - page 55

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 55 April 2004 Config uring the switch ! Conf igure each CDN t o be acq uired b y the ser v er and e ach primar y or supplemen tary A CD-DN to be monitor ed b y the serv er . ! Conf igure the ph oneset s to be acq uired and monitor ed b y the ser ver . ! Conf igure the l ogon IDs that agent s and s uperviso ...

  • Nortel DMS/MSL-100 - page 56

    56 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Con figur ing RA N and m usic r oute s Intr oduction Y ou can use RAN and mus ic ro utes t o pro v ide fe edback t o call ers whi le th e y are wai ting in q ueue. Y ou might w ant to conf igure a RAN informi ng caller s of the amount of time t he y can e xpect to re main in ...

  • Nortel DMS/MSL-100 - page 57

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 57 April 2004 Config uring the switch Config uring A CD gr oups Intr oduction An A CD group is a logica l group t hat cont ains a s et of pr imary or supplement ary A CD-DNs, phone sets, and agents . Y ou must cre ate at leas t tw o types of A CD group s—one for t he CDNs acquir ed b y Symposium Cal l Ce ...

  • Nortel DMS/MSL-100 - page 58

    58 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Result: The A CDNAME prom pt appears. 3 Ent er a nam e f or th e A CD gr oup . Result: The utili ty prompts y ou f or t he CUSTGRP . 4 Enter a n ame for the custo mer group of th e A CD-DN . Result: The utility prom pts y ou fo r the A C DRNGTH. 5 Enter a valid v a lue. (The ...

  • Nortel DMS/MSL-100 - page 59

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 59 April 2004 Config uring the switch Result: The utili ty prompts you f or t he FRCNGTSV . 16 Enter a valid v a lue. Result: The OPTIO N prompt appears. 17 Enter a valid CDN. Result: The DEF A UL TGRP prompt a ppears. 18 Enter the n ame of the ACD group to which calls are s ent when Sym posium Call C ente ...

  • Nortel DMS/MSL-100 - page 60

    60 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 T o configure A CD groups f or A CD-DNs, phonesets, and agents Note : Any modif ications to the A CDGRP table must be a pplied t o the de fault A CD group, n ot the CDN. 1 Edit t he A C DGRP table by typing table A CDGRP and pr essing Enter . Result: The > pr ompt appea rs ...

  • Nortel DMS/MSL-100 - page 61

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 61 April 2004 Config uring the switch Result: The utili ty prompts y ou f or t he MSQS. 13 Enter a valid v a lue. Result: The utili ty prompts you f or t he DISTRING. 14 Enter a valid v a lue. Result: The utili ty prompts y ou f or t he OBSWT ONE. 15 Enter a valid v a lue. Result: The utili ty prompts you ...

  • Nortel DMS/MSL-100 - page 62

    62 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 22 Ty p e Y to sav e the TUPLE a nd press E nter . 23 Repeat ste ps 2 thro ugh 21 f or eac h A CD group of this type that y ou want to crea te. 24 T o exit from th e tab le, type quit and press Ente r . Configuring CDNs in controlled and default mode T able A CDGRP def ines a ...

  • Nortel DMS/MSL-100 - page 63

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 63 April 2004 Config uring the switch The f ollo wi ng table sho w s al l of t he opt ions in ta ble A CDGRP and whet her t he y are compatible for a CDN: THR OUTE an y v alid ro ute (for ex ample, OFR T 1) N NSR OUTE an y valid rout e ( for example OFR T 1) N PRIOPRO 0 N DBG N N MAXCQSIZ 0-511 CDN queue s ...

  • Nortel DMS/MSL-100 - page 64

    64 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 T able A CDR TE defi nes th e enhanced o verf lo w routes that a group ca n tak e. It als o def ines the audi o treatment s that A C D g roups use. The routes de fi ned for an A CD group i n table A CDR TE are not applied for calls in the CDN. SCAIREDIR N (only compatib le fo ...

  • Nortel DMS/MSL-100 - page 65

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 65 April 2004 Config uring the switch Config uring A CD subg r oups Intr oduction Y ou can use sub groups to d i vide agent s into smal ler g roups for support and monito ring. Assign a supe rviso r to each subgroup . The supervisor must log on at the p honeset i n that sub group t hat is con f igured a s ...

  • Nortel DMS/MSL-100 - page 66

    66 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Configuring DNs Intr oduction In tabl e DNR OUTE, you must conf igure each of the Contr olled Directory Numbers (CDNs) that Sympos ium Call Center Ser ver mon itors. Y ou mus t also conf igure an y A CD-DNs and sup plement ary DNs that you are u sing. In th e e vent t ha t Sy ...

  • Nortel DMS/MSL-100 - page 67

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 67 April 2004 Config uring the switch Result: The ST A T pr ompt appe ars. 5 Enter the rema inder of the director y number f or the CDN. Result: The DN_SE L prompt a ppears. 6 Ty p e FEA T and pres s Ente r . Result: The FEA TURE pr ompt appea r s . 7 Ty p e A CD and pr ess En ter . Result: The A CDGRP pro ...

  • Nortel DMS/MSL-100 - page 68

    68 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 4 Ty p e FEA T and pres s Ente r . Result: The FEA TURE pr ompt appea r s . 5 Ty p e A CD and pr ess En ter . Result: The A CDGRP prompt a ppears. 6 Continue res ponding to the prompts to define the A CD-DN o r suppl ementar y DN. ( F o r more informa tion ab out the promp ts ...

  • Nortel DMS/MSL-100 - page 69

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 69 April 2004 Config uring the switch Configuring agent pho nesets Intr oduction Y ou mus t con f igure e ach p hone set t hat Sympos ium Cal l Center Se rv er acquir es. The se rver must ac quire phone sets so t hat it c an ! monito r the st atus of ea ch phone set ! pres ent call s to ea ch phoneset Phon ...

  • Nortel DMS/MSL-100 - page 70

    70 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Before y ou begin Befor e conf igurin g a phone set, yo u must perf orm the fol lo wing tasks: ! Log on t o the swit ch fr om a MAP term inal wit h a use r ID that h as the pri vile ge le ve ls requi red to access th e SER V ORD utility . Line of Busin ess Symposium Call Cent ...

  • Nortel DMS/MSL-100 - page 71

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 71 April 2004 Config uring the switch ! Def i ne the A CD group t o which the agent phoneset be longs in t able A CDGRP (see “ Conf igurin g A CD groups” on page 57). ! Def ine the A CD subgro up to which t he agen t phoneset belon gs in tabl e A CDSGRP (see “ Conf iguri ng A CD subgrou ps” on page ...

  • Nortel DMS/MSL-100 - page 72

    72 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 11 Enter a valid v a lue. Result: The OPT KEY prom pt appear s . 12 Ty p e $ and press Ente r . Result: The utili ty prompts y ou to sav e the n e w pho neset settin gs . Tip: Bef ore y ou sav e the co nfiguration, en sure tha t y ou per f or m th e f o llowing ta sks: ! Assi ...

  • Nortel DMS/MSL-100 - page 73

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 73 April 2004 Config uring the switch Notes: 1. The ag ent phonese ts conf igured on the switc h must ha v e matching data conf igur ed on Symposi um Call Cente r Serv er. If, at an y time, you edit an y of the d ata on S ymposium Call Ce nter S erver , you must reconf igure th e reso urce on th e switc h. ...

  • Nortel DMS/MSL-100 - page 74

    74 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Configu ring su pe r v i sor phon es ets Intr oduction In each A CD subgroup, y ou must conf igure one s upervisor phoneset. Symposi um Call Cent er Serv er must acquire this phon eset so that it can monit or the s tatus of the phones et. Phon eset k eys The fo llo wing table ...

  • Nortel DMS/MSL-100 - page 75

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 75 April 2004 Config uring the switch 3 Continue res ponding to the pro mpts to def ine the pho neset. Be sure to define the f oll o win g options : ! position ID ! Obser vation ke y (OBS) ! Ans we r Emer ge ncy k ey (A EMK) ! Agent Status ke y (A SK) F or mor e inf or mation about thes e and othe r a vail ...

  • Nortel DMS/MSL-100 - page 76

    76 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Config uring logo n IDs Intr oduction Y ou must conf igure the logon ID of ea ch agent who logs on to a phones et monitore d b y Symposium Call Center Se rver . If you add an ag ent in Sy mposium Call Cent er Se rv er, you must conf igure the matc hin g age nt logo n par amet ...

  • Nortel DMS/MSL-100 - page 77

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 77 April 2004 Config uring the switch 5 Ty p e N and p ress Ente r . Result: The OPTIO N prompt appears. 6 Selec t the V ARWRAP opti on. Result: The V ARWRAP prom pt appear s . 7 When a n agent re leases a call, the V ar iab le Wrap feature prev ents anoth er call from being p resente d to the age nt f or ...

  • Nortel DMS/MSL-100 - page 78

    78 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 ...

  • Nortel DMS/MSL-100 - page 79

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 79 April 2004 Config uring the switch Sect io n C: Checking the se r ve r conf igurat ion In this se ct io n Ov er v iew of s er v er co nfigu ra tio n 80 Checking the ser v er conf ig uration 81 Relations hip of s erver confi guration an d s wi tch datafill 83 ...

  • Nortel DMS/MSL-100 - page 80

    80 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Over vie w of serv er configuration Instal lati on of Symposi um Call Cente r Serv er ena bles you t o conf igure the conne ction to t he swi tch. After the inst alla tion, you ca n vie w the conf iguration info r mati on to c onfirm th a t it wa s entere d cor rect ly . Note ...

  • Nortel DMS/MSL-100 - page 81

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 81 April 2004 Config uring the switch Chec k ing the serv er configuration Intr oduction This section de scri bes checki ng the switch conn ectio n. T o c hec k the sw itch c onnection 1 F rom the SMI win dow , cho ose System Administra tion ➝ Syst em Configu ration ➝ Ser ver Se ttings. Result: The Swi ...

  • Nortel DMS/MSL-100 - page 82

    82 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Result: The Sw itch con figuration pr oper ty she et appe ars . Th is proper ty sheet contains addition al inf orm ation abou t the ser ver confi guration on the sw i t ch . 3 Click Close to r etur n to the Swi tch Resour ce proper ty sheet. 4 Click Close to r etur n to the S ...

  • Nortel DMS/MSL-100 - page 83

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 83 April 2004 Config uring the switch Relationship of server config uration and s witch da tafill Intr oduction This section s ho ws th e relati onship s between f ields in the Sym posium Ca ll Cente r Serv er con fig uration a nd tupl es in the DMS table s. T able of relationships The fo llo wing t able s ...

  • Nortel DMS/MSL-100 - page 84

    84 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 Predefine d v alues The fo llo wing f ields in the Sympos ium Call Center Ser ver conf iguration ha ve pred efi ned v alues: Note : T o change the Servic e ID or S ervice V ersion, use the Fea ture Repor ts utili ty on the s erv er . These f ields must be set corr ectly t o a ...

  • Nortel DMS/MSL-100 - page 85

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 85 April 2004 Config uring the switch Business Gr oup ! uniqu ely ident if ies a Meridian Bus iness Group (MBG) customer wit hin a publi c netwo rk ! is assi gned b y the telepho ne compan y , distri b utor , or e nd-user ! is ke yed to the BGID f ield of t he SCAIGRP tabl e ! must be a n umber bet ween 1? ...

  • Nortel DMS/MSL-100 - page 86

    86 Sympos ium Cal l Center Server Config uring t he swit ch Stand ard 1.0 ! iden tif ies the specif ic custo mer host app licatio n (for exampl e, Symposi um Call Cent er Serv er , OPEN IVR, T API Dri ver) i nitiati ng the lo gon requ est ! assi gned b y the c ustomer ! must be a n umber bet ween 1–3 2767. This numbe r must b e dif ferent for all ...

  • Nortel DMS/MSL-100 - page 87

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 87 Chapter 3 V erifying the configuration In this ch ap te r Ov er vie w 88 V er ifying that the ser ver can lo g on to the switch 89 V er ifying ACD g roups and subgroups 91 V er if ying that pho nesets are co rrec tly con fig ured 92 V er ifying that agents ar e correctly configu red 94 V erif ying that ...

  • Nortel DMS/MSL-100 - page 88

    88 Sympos ium Cal l Center Server Verifyin g the c onfigur ation Stand ard 1.0 Over vie w Intr oduction This section de scri bes ho w to v erify that the s witch has b een set up correc tly . Before yo u conti nue, ensur e that you hav e conf igured Sy mposium Call Ce nter Serv er as descri bed in the Adm in istrato r’ s G uide . V erifying t he ...

  • Nortel DMS/MSL-100 - page 89

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 89 April 2004 Verifying the c onfigur ation V erifying that the ser ver can log on to the sw it c h Intr oduction Symposi um Call Cente r Serv er at tempts to log on t o the swit ch at s tartup and— if the li nk goes do wn—whe ne ver th e link becomes av ail able. T o allo w the ser ver to log on , the ...

  • Nortel DMS/MSL-100 - page 90

    90 Sympos ium Cal l Center Server Verifyin g the c onfigur ation Stand ard 1.0 2 T ype th e f ollowing t e xt: ro ute add -p cmipaddr route where cmipaddr i s the ac tual IP add ress of the ser ver in Symp osium Cal l Center Se r v er, an d “ rout e ” is the IP address of the neares t router or ICM link on the EIU . Logon failure If the logon p ...

  • Nortel DMS/MSL-100 - page 91

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 91 April 2004 Verifying the c onfigur ation V erifying A CD gr oups and subgr oups Intr oduction T o veri fy th at A CD groups an d subgro ups are correct ly def ined, use the A CDSHO W utili ty . Before y ou begin Before v erifying t he A CD conf igura tion, you mus t log on t o the switc h from a MAP t e ...

  • Nortel DMS/MSL-100 - page 92

    92 Sympos ium Cal l Center Server Verifyin g the c onfigur ation Stand ard 1.0 V erifying that phonesets a re correctly config ured Intr oduction T o verify that a ph onese t is c orr ectly configu red, e nsure that it is con f igur ed a s a type Meridian Digi tal Centre x (MDC), and that all k e ys are cor rectly co nfigur ed. (F or info rmation a ...

  • Nortel DMS/MSL-100 - page 93

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 93 April 2004 Verifying the c onfigur ation V erifying supervisor phoneset configurations T o veri fy tha t su per vis or phone set s a re cor rec tly co nf igured, check the phon ese t conf iguratio n using the QLEN command. (F or more infor mation about this comm and , see t h e SER V O R D Refer ence Ma ...

  • Nortel DMS/MSL-100 - page 94

    94 Sympos ium Cal l Center Server Verifyin g the c onfigur ation Stand ard 1.0 V erifying that agents are corre ctl y configured Intr oduction If agent s are correct ly conf igured, ag ents can l og on to a ph oneset, and th eir stat us is c orrec tly re porte d in th e agen t real -time disp lay . Before y ou begin Ensur e that th e phoneset has b ...

  • Nortel DMS/MSL-100 - page 95

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 95 April 2004 Verifying the c onfigur ation V erifying that the CDNs are corr ectl y config ured Intr oduction If a Cont rolled Di recto ry Number (CDN) is cor rectly c onfi gured, Symposium Call Center Ser ver c an acquire that CDN, and cal ls to th at CDN are correct ly routed. Before y ou begin Befo re ...

  • Nortel DMS/MSL-100 - page 96

    96 Sympos ium Cal l Center Server Verifyin g the c onfigur ation Stand ard 1.0 Sample sc ript GIVE RINGB A CK WA I T 2 IF (CDN = 4165 557890) THEN QUEUE T O SKILLSET skillse t_A_sk WA I T 2 LOG “queued a t CDN A” QUI T END IF IF (CDN = 4165 557891) THEN QUEUE T O SKILLSET skillse t_B_sk WA I T 2 LOG “queued a t CDN B” QUI T END IF WA I T 5 ...

  • Nortel DMS/MSL-100 - page 97

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 97 April 2004 Verifying the c onfigur ation V erifying that m u sic and RAN r outes are correctl y configured Intr oduction If music and RAN rout es are co rrect ly conf igured, cal ls recei v e the corr ect reco rded announ cement or music tr eatment. Before y ou begin Befo re usi ng thi s proc edur e, co ...

  • Nortel DMS/MSL-100 - page 98

    98 Sympos ium Cal l Center Server Verifyin g the c onfigur ation Stand ard 1.0 WA I T 2 GIVE RAN welcome_RAN_gv WA I T 2 GIVE RAN holida y_RAN_gv QUI T V erify ing m us i c/RAN r oute configurations T o veri fy th at RAN or mus ic routes are corr ectly co nfigur ed, make a call to the CDN for wh ich RAN or music trea tment is c onfi gured. The c or ...

  • Nortel DMS/MSL-100 - page 99

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 99 April 2004 Verifying the c onfigur ation V erifying that DNISs are correctly configured Intr oduction T o enable Sympo s ium Call Cente r Serv er to monitor dialed nu m bers (pri mary and s upplementar y A CD-DNs), you must conf igure them on the switch and def ine them as DNISs on the se rver . If DNIS ...

  • Nortel DMS/MSL-100 - page 100

    100 Sympos ium Call C enter Serv er Verifyin g the c onfigur ation Stand ard 1.0 Sample sc ript GIVE RINGB A CK WA I T 2 IF (DNIS = 8 005554567 ) THEN QUEUE T O SKILLSET skillse t_A_sk WA I T 2 LOG “using DNI S” QUI T END IF WA I T 5 LOG “did not ha ve DNIS ” QUI T V erifying DN IS con figurations T o verif y that DNISs ar e corre ctly conf ...

  • Nortel DMS/MSL-100 - page 101

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 101 Chapter 4 T r oubleshooting In this ch ap te r Over vie w 102 Subs ystem li nk problems 103 Resourc e config uration problems 106 ...

  • Nortel DMS/MSL-100 - page 102

    102 Sympos ium Call C enter Serv er Troub leshooti ng Stand ard 1.0 Over vie w This section de scri bes proble ms that can occur , as well as possib le causes and rec ommen ded s oluti ons fo r these probl ems . ...

  • Nortel DMS/MSL-100 - page 103

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 103 April 200 4 Troub le sho oting Subsystem link pr oblems Intr oduction This section l ists pr oblems t hat can oc cur during verif ication of the conf iguratio n. Fo r each pro blem, it sugges ts possi ble cau ses. The server does not receive i nformation fr om the switch This occurs if Symposiu m Call ...

  • Nortel DMS/MSL-100 - page 104

    104 Sympos ium Call C enter Serv er Troub leshooti ng Stand ard 1.0 ! The cu stomer LAN or W AN is correct ly insta lled and c onfi gured. T o check the LAN or W AN, us e the ping utilit y . For mor e informa tion about this uti lity , refer to t he Installa tion a nd Mainte nance Gui de . ! The A C D grou p to which t he phone set belon gs has the ...

  • Nortel DMS/MSL-100 - page 105

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 105 April 200 4 Troub le sho oting Sharing ICM resour ces acr oss m ultiple applications using LinkPle xer 1.2 LinkPle xe r 1.2 enab les multipl e applicati ons to sha re ICM resource s. LinkPle xer 1.2 ac ts as a switch pr oxy with app licati ons conne cting to LinkPle xer 1.2 r ather tha n d irect ly to ...

  • Nortel DMS/MSL-100 - page 106

    106 Sympos ium Call C enter Serv er Troub leshooti ng Stand ard 1.0 Resour ce config uration pr ob lems Intr oduction This section l ists pr oblems t hat can oc cur during verif ication of resou rce conf iguratio n. Fo r each pro blem, it sugges ts possi ble cau ses. The serv er c annot acquire CDNs Ensu re tha t the fo llowing co nditi ons have be ...

  • Nortel DMS/MSL-100 - page 107

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 107 April 200 4 Troub le sho oting ! The se condary DN is conf igured on the switch. ! The se condary DN has the ECM con fig ured pr operly on the swi tch. ! The se condary DN is conf igured as an attr ibut e of the correct phone set on Sym posiu m Call C enter Server. See a ls o “Th e s erv er does not ...

  • Nortel DMS/MSL-100 - page 108

    108 Sympos ium Call C enter Serv er Troub leshooti ng Stand ard 1.0 Calls are not being presented to agents If y ou are usi ng the V ari able Wrap op tion, a gents go i nto V ar iable Wrap state aft er compl et ing a ca ll. (Y o u con f i gure th e length of th e v ariab le wrap period on the s witch. ) When the va riabl e wrap per iod elapse s, ag ...

  • Nortel DMS/MSL-100 - page 109

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 109 April 200 4 Troub le sho oting Phon es et does n ot display the ski llset nam e If the phonese t does not displ ay the s killset name, en sure that the fo llo wing condi tions ha ve be en met: ! The SCAI service v ersion used to connect to the switch i s SCAI17 or la ter . ! Th e c ust om er ha s sub s ...

  • Nortel DMS/MSL-100 - page 110

    110 Sympos ium Call C enter Serv er Troub leshooti ng Stand ard 1.0 ...

  • Nortel DMS/MSL-100 - page 111

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 111 Appe ndix A Preinstallation chec klis t In this appendix Preins tallatio n checklist 112 ...

  • Nortel DMS/MSL-100 - page 112

    112 Sympos ium Call C enter Serv er Preinsta llatio n checklis t Stand ard 1.0 Preinstallation c hec klist Intr oduction The fo llo wing checkli st in cludes a l ist o f requir ed and op tional c omponents for the s witch, the netw ork and router s ystem, and t he CPE. Nort el Netwo r ks reco mmends tha t you comp lete the checkl ist befo re at tem ...

  • Nortel DMS/MSL-100 - page 113

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 113 April 200 4 Preinstall ation checkli st Netw ork and Rout er Components Dedic ated Ether net Link Y es Link pro vide s higher l ink rel iabil ity a n d band wid th by reduci ng pack et co ll ision s and r etra n smit s. N A08 or hi gher loa d on the DMS Y es Provides ICM capabi lity . ICM00 001 Y es Ca ...

  • Nortel DMS/MSL-100 - page 114

    114 Sympos ium Call C enter Serv er Preinsta llatio n checklis t Stand ard 1.0 CPE Components Fire wal l Softw are Y es Pro vides isolati on of th e Te l c o netwo rk and swit ch from unautho rized e xter nal access . 10Base -T Etherne t Hub Y es Pro vides Ethe rnet connect i vity b etween netwo rk compon ent s. Minimum of 1 is requ ir ed at bot h ...

  • Nortel DMS/MSL-100 - page 115

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 115 Glossa r y A acceler ator ke y A ke y on a pho neset t hat an age nt can use to pl ace a cal l quic kly . When an agent pres ses an acc elera tor ke y , t he syste m places the call to the conf igured number asso ciate d with t he ke y . For e x ample, if a n agen t presse s t he Emer genc y k e y , th ...

  • Nortel DMS/MSL-100 - page 116

    116 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 acquire d resour ce A resou rce conf igure d on the switc h that is un der the cont rol of Symposiu m Call Cente r Serv er . Resources mu st be conf igured wit h matching v alues on both th e swit ch and Symposi um Call Cente r Serv er . activ ated script A scri pt that is pro cessing c al ...

  • Nortel DMS/MSL-100 - page 117

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 117 April 200 4 Glossary agent to supervisor assignment A def inition that , when you run it, as signs one or more a gents to s pecif ic super visors. Ag ent to supe rviso r assignme nts ca n be schedul ed. API See a pplicati on progra m inter face. applicati on 1. A log ical ent ity th at repre sents a Sy ...

  • Nortel DMS/MSL-100 - page 118

    118 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 A utomatic call distri b ution directory number A primary o r supplemen tary DN asso ciate d with an A CD gro up. Call s made to an aut omatic ca ll di strib ution direct ory nu mber are distri b uted t o agents belo nging to t he group, bas ed on t he A CD routing t able on t he swit ch. ...

  • Nortel DMS/MSL-100 - page 119

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 119 April 200 4 Glossary call p r io r ity A numeri cal v alue assi gned in a s cript t hat def ines the relati ve impo rtanc e of a call . If tw o call s ar e in t he que ue when an agen t bec omes a v aila bl e, and on e call is qu eued with a higher pr iority t han th e other , the agent recei ves the h ...

  • Nortel DMS/MSL-100 - page 120

    120 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 c lient The pa rt of Symposi um Call Cent er Serv er t hat runs o n a pers onal comput er or wor kstatio n and re lies on t he ser ver t o perform s ome opera tions. T wo t ypes of client are a v ailable, Cl assic Cli ent and Symposium W eb Client. See a l so serv er. command A b uildin g ...

  • Nortel DMS/MSL-100 - page 121

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 121 April 200 4 Glossary default skil lset The sk illset to which call s are queue d if t hey ha ve not bee n queued to a skil lset or a specif ic agent by t he end of a scri pt. desktop user A conf igured use r who can log on to the Sy mposium Cal l Center S erver from a clie nt PC. DHCP See dy namic hos ...

  • Nortel DMS/MSL-100 - page 122

    122 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 DN call See di rector y number c all. DNIS See Di aled Number I dentif ication Ser vice. dongle The at tachment p lugged i nto the p arallel port o f a serv er connect ed to a DMS/ MSL-100 s witch t hat authe ntica tes the s erial nu mber req uired at the ti me of serv er instal lati on. d ...

  • Nortel DMS/MSL-100 - page 123

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 123 April 200 4 Glossary e vent 1. An occ urrence o r action on the Symposi um Call Cent er Serv er, such as the sending or rec ei ving of a mes sage, t he opening or clo sing of an applicat ion, or the repo rting of an error . Som e e v en ts are for in form ation only , wh ile ot her s can indicat e a pr ...

  • Nortel DMS/MSL-100 - page 124

    124 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 Incalls ke y The k ey on an agen t phones et to whic h incoming A CD and Symposium Call Cente r Serv er call s are p resented . Int e lli g ent C a ll M a n ag er A hig h cap acity ca ll cen ter TC P /IP in terface to the sw itch that e nable s the e xchange of message s between t he swit ...

  • Nortel DMS/MSL-100 - page 125

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 125 April 200 4 Glossary Local area net w ork A comput er netwo rk tha t spans a r elati vely s mall ar ea. Most LANs co nnect wor kstatio ns and personal compute rs, and are co nfi ned to a single b uildi ng or group of b uildi ngs. logic al e xpression A symbol u sed in s cr ipt s t o test for di f feren ...

  • Nortel DMS/MSL-100 - page 126

    126 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 MIB See Mana gement Informat ion Base. MLS See Merid ia n Link S ervic e s. MSL-100 Meridian Stored Logic 100 swi tch m usic r out e A res o urce in stall ed on th e swit ch that provide s m usic to caller s whil e they wait for an agent . N netw ork interf ace car d An e xpansion board t ...

  • Nortel DMS/MSL-100 - page 127

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 127 April 200 4 Glossary OEM Origina l equipment manuf acturer OLE See ob ject li nking a nd embedding. Open Database Connecti vit y A Micros oft-def ined datab ase app licati on program i nterf ace (API ) standa rd. out-of-s ervice mode A ski llse t state in wh ic h the s kil ls et doe s not t ake cal ls. ...

  • Nortel DMS/MSL-100 - page 128

    128 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 phoneset The ph ysi ca l de vice, conn ect ed t o t he swit ch, t o whi ch c al ls are prese nte d. Ea ch agent and super visor must ha ve a phone set. phoneset dis pla y The d ispla y are a on an agent ’ s phones et whe re i nformat ion a bout incomin g c alls can be communica ted. P os ...

  • Nortel DMS/MSL-100 - page 129

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 129 April 200 4 Glossary relation al expr ession An expr ess io n us e d in sc ript s to te st for d ifferen t cond ition s. Re lat io nal expre ssion s are less than (<), grea ter th an (> ), le ss tha n or equa l to ( < =) , grea ter than or equal t o (> =), a nd not equal to (< >) . Se ...

  • Nortel DMS/MSL-100 - page 130

    130 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 scri pt variab le See va ri a b l e . second-l evel t hreshold The v alue us ed in disp lay th resholds that r epresent s the high est v alue of t he normal range fo r a gi ven s tatist ic. The system tr acks ho w often th e v alue for th e stat istic falls outs ide t his v a lue. secondar ...

  • Nortel DMS/MSL-100 - page 131

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 131 April 200 4 Glossary Simple Netw ork Management Pr otocol A sys tema ti c w a y of mon itoring and mana gin g a compute r netw ork. The SNMP model c onsists of four componen ts: ! managed nodes, which are an y devi ce, su ch as hosts , routers , and pr inters, capab le of communi catin g status to the ...

  • Nortel DMS/MSL-100 - page 132

    132 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 Standb y ser ver A serv er that con tains an u p-to-dat e ver sion of t he data base, for use when the Ac tive ser ver b eco m es un av ai l abl e. supervisor A user who man ages a g roup of age nts. See al so associat ed supe rvisor an d repo rting superv isor. supplementa ry A CD-DN A DN ...

  • Nortel DMS/MSL-100 - page 133

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 133 April 200 4 Glossary Symposium W eb Center P ortal A client /ser ver co ntact cente r applic ation that e xpands contact c enter e-mail capab ilities t o allo w agents t o vie w , re spond to , and trac k reque sts o ver the Inte rnet. Symposium W eb Client A bro wser- based tool for call center ad min ...

  • Nortel DMS/MSL-100 - page 134

    134 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 threshold c lass A set of options that specif ies ho w statisti cs ar e treate d in re ports and real- time disp lays. See a l so display t hreshold , pe gging t hreshold . Time -Divisi on Multi ple x A me thod o f tran sm issi on in which a sign a l is s ep arate d into mul tip le s egm e ...

  • Nortel DMS/MSL-100 - page 135

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 135 April 200 4 Glossary user -defined script A script that is modif ied b y an author ized user on the Sympos ium Call Center Ser ver sy stem . util ity A program t hat perf orms a sp ecif ic task , usual ly relat ed to managi ng system reso urces. Oper ating systems con tain a number of ut iliti es for m ...

  • Nortel DMS/MSL-100 - page 136

    136 Sympos ium Call C enter Serv er Glossa ry Stand ard 1.0 ...

  • Nortel DMS/MSL-100 - page 137

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 137 Inde x A AC D conf iguring g roups, 57 grou ps and su bgroup s v erif icati on, 91 grou ps for CD N, conf iguring, 57 ring t hresh old, 62 subgro ups, conf iguring, 65 v erification, 91 A CD DNs A CD group s conf iguration, 60 conf iguring, 67 agents calls not presented, 10 8 conf iguring A CD groups c ...

  • Nortel DMS/MSL-100 - page 138

    138 Sympos ium Call C enter Serv er Index Sta ndard 1.0 confi guring (con tinue d ) agent ph onesets, 71 agent ph onesets on the serv er , 72 agents on th e server , 77 BGD A T A , 44 CDN s, 66 CDNs in controlled mo de, 62 CDNs in default mode, 62 CDNs on serv er , 68 CUST NTWK, 51 DNISs on server , 68 DNs, 66 logon, 40 logon ID s, 76 phoneset k e ...

  • Nortel DMS/MSL-100 - page 139

    Symp osium a nd DMS/MSL-1 00 Switc h Guide 139 April 200 4 Index logon agents or superviso r s unable to log on, 107 fail ure, 90 server , configuring switch, 38 troubl eshoot ing, 10 3 logon configuring enteri ng and editin g table da ta, 42 introduced, 40 printing t able data, 42 logo n IDs conf iguring, 76 conf iguring f or agent, 76 logo n par ...

  • Nortel DMS/MSL-100 - page 140

    140 Sympos ium Call C enter Serv er Index Sta ndard 1.0 Skillset displ ay , 12 , 109 subsystem lin k problem troubleshootin g, 103 supe rvisor phon eset k eys , conf iguring, 74 supe rvisor phon esets conf iguring, 74 , 75 v erifying co nf igurati on, 93 super visors emer genc y notif ication, 10 7 unable to log on, 107 supervi s ors , conf iguring ...

  • Nortel DMS/MSL-100 - page 141

    Reader Response Form Nortel Networks Symposium C a ll Center Server Product release 5. 0 Sympo sium and DMS/M SL-100 Switch Guide Tell us ab out yo urs elf: Name : Comp any: Addr ess: Occupa tion: Phone: 1. What is your l e vel of e xperience wit h this pr oduct? New user In termediate Experienced Programmer 2. Ho w do you us e this boo k? Learning ...

  • Nortel DMS/MSL-100 - page 142

    R e a d e r R e s p o n s e F o r m R e a d e r R e s p o n s e F o r m ...

  • Nortel DMS/MSL-100 - page 143

    ...

  • Nortel DMS/MSL-100 - page 144

    Nor tel Networks Symposium Call Center Ser ver Symposium and DMS/MSL-100 Swit ch Gui de Nor tel Networ ks Mervue Busi ness P ar k Galw ay , Ireland Cop yrig ht © 2004 Nor tel Ne two r ks, All Rights Reser ve d Inf o rm a tion is subjec t to change w ithou t notic e. N or tel Netw orks rese r v es the right to mak e change s in d esign or c omponen ...

Fabricant Nortel Catégorie Switch

Les documents que nous recevons du fabricant de l'appareilNortel DMS/MSL-100 peuvent être divisés en plusieurs groupes. Ceux-ci sont, entre autres:
- dessins techniques Nortel
- manuels d’utilisations DMS/MSL-100
- fiches produit Nortel
- dépliants
- ou étiquettes-énergie Nortel DMS/MSL-100
Tous sont importants, mais les informations les plus importantes du point de vue de l'utilisation de l'appareil se trouvent dans le manuel d’utilisation Nortel DMS/MSL-100.

Un groupe de documents appelé manuels d’utilisation est également divisé en types plus spécifiques, tels que: Manuels d’installation Nortel DMS/MSL-100, manuels d’entretien, brefs manuels ou manuels de l’utilisateur Nortel DMS/MSL-100. Selon vos besoins, vous devriez chercher le document dont vous avez besoin. Sur notre site, vous pouvez voir le manuel le plus populaire d’utilisation du produit Nortel DMS/MSL-100.

Manuels d’utilsiation similaires

Manuel d’utilisation complet de l’appareil Nortel DMS/MSL-100, quelle devrait-elle être?
Le manuel d’utilisation, également appelé le mode d’emploi, ou tout simplement le manuel, est un document technique destiné à aider à utiliser Nortel DMS/MSL-100 par les utilisateurs. Des manuels sont généralement écrits par un rédacteur technique, mais dans un langage accessible à tous les utilisateurs Nortel DMS/MSL-100.

Le manuel d’utilisation complet Nortel, devrait inclure plusieurs éléments de base. Certains d'entre eux sont moins importants, tels que: la couverture / page de titre ou pages d'auteur. Cependant, la partie restante, devrait nous fournir des informations importantes du point de vue de l'utilisateur.

1. Introduction et des conseils sur la façon d'utiliser le manuel Nortel DMS/MSL-100 - Au début de chaque manuel, nous devrions trouver des indices sur la façon d'utiliser le document. Il doit contenir des informations sur l'emplacement de la table des matières Nortel DMS/MSL-100, FAQ ou des problèmes les plus fréquents - les points qui sont les plus souvent recherchés par les utilisateurs de chaque manuel
2. Table des matières - index de tous les conseils pour lNortel DMS/MSL-100 qui peuvent être trouvés dans le document courant
3. Conseils sur la façon d'utiliser les fonctions de base de l’appareil Nortel DMS/MSL-100 - qui devraient nous aider dans les premières étapes lors de l'utilisation Nortel DMS/MSL-100
4. Troubleshooting - séquence systématique des activités qui nous aideront à diagnostiquer et ensuite résoudre les principaux problèmes de Nortel DMS/MSL-100
5. FAQ - questions fréquemment posées
6. Détails du contact Informations sur l'endroit où chercher le contact avec le fabricant / service Nortel DMS/MSL-100 dans un pays donné, si le problème ne peut être résolu par nous-mêmes.

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Si vous n’avez pas résolu votre problème avec Nortel DMS/MSL-100, avec l'aide du manuel que vous avez trouvé, posez une question en utilisant le formulaire ci-dessous. Si un utilisateur a eu un problème similaire avec Nortel DMS/MSL-100 il est probable qu’il a envie de partager la façon de le résoudre.

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