Nortel CC MIS, CC MIS 5.2 User Manual
Call Center Management Information System
CCMIS
Release
CC MIS
Maintenance
5.2
Preliminary 297-2671-545.05.05
Maintenance Interface
User’s Guide
CC MIS
NOTICE: Notwithstanding any explicit confidentiality or proprietary markings to the contrary, the
information contained in this document has been reviewed and approved for public disclosure
by Nortel. However, the access to, use and disclosure of this document and the information
contained therein continue to be subject to copyright and other restrictions, conditions and
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CC MIS Maintenance and Administration Guide
__________________________________
Maintenance Interface
CC MIS Release 5.2
NTP: 297-2671-545.05.05
Status: Preliminary
Date: January 2002
____________________________________
© 1991-2002 Nortel Networks Corporation
All rights reserved.
____________________________________
NORTEL NETWORKS CONFIDENTIAL:
The information contained in this document is the property of Nortel Networks (formerly Northern Telecom, Inc.).
Except as specifically authorized in writing by Nortel Networks, the holder of this document shall keep the
information contained herein confidential and shall protect same in whole or in
part from disclosure and dissemination to third parties and use same for evaluation, operation,
and maintenance purposes only.
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.
DMS and Meridian are trademarks of Nortel Networks. HP, HP RuggedWriter, and HP LaserJet are trademarks of
Hewlett-Packard Corporation. GRAFSMAN is a trademark of Soft-tek International. Reflection 4+ is a trademark
of Walker, Ritchie & Quinn, Inc. System V/88 and Veritas are trademarks of Motorola C orporation. Windo ws, Windows 95, and Windows NT are trademarks of the Microsoft Corporation.
Other trademarks, product names, and servicemarks contained in this guide are property of their respective
companies or owners.
European Regulatory Compliance and CE Marking:
The equipment is CE marked, identifying compliance with the relevant EU Directives, 89/336/EEC for
ElectroMagnetic Compatibility and 73/23/EECfor Safety.
This product is intended for deployment in a light industrial, non-domestic environment and complies with the
relevant EMC standards, EN55022 (class A) and EN50082-1. Since this is class A equipment, in a domestic
environment this equipment may cause radio interference in which case the user may be required to take adequate
measures.
Printed in the United States of America.
Page ii CC MIS Maintenance Guide
Publication History
January 2002
Preliminary version for Testing Group and VO Sites Release 5.2.
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Contents
About this Guide ...................................................................................intr-1
Acronyms ................................................................................................................intr-4
Terms ......................................................................................................................intr-5
Networked CC MIS ...............................................................................................1-1
Introduction ...........................................................................................1-1
Features Added in Release 4 .................................................................................1-3
Features Added in Release 5.0 ..............................................................................1-6
Features Added in Release 5.1 ..............................................................................1-6
Features Added in Release 5.2 ..............................................................................1-6
SNMP feature .........................................................................................................1-7
Operating System Configuration command .......................................................1-7
Required Database Information ...........................................................................1-8
Modes of Operation ...............................................................................................1-8
Introduction to Release 5 ......................................................................................2-1
Installing CC MIS Release 5 ................................................................2-1
Installing Release 5 ................................................................................................2-2
Configurable Intervals .......................................................................................2-9
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Installing Release 5 on New System .....................................................................2-10
New system ........................................................................................................2-10
Upgrade 3.x to 5.x ..................................................................................................2-11
Re-calculating data storage parameters ..............................................................2-11
Database upgrades .................................................................................................2-11
Preparing supervisor interface to CC MIS .........................................................2-11
Introduction to maintenance interface ................................................................3-1
Maintenance and administration menus ............................................................. 3-1
Selecting menu items .........................................................................................3-1
User interface screens ........................................................................................3-1
Accessing maint functions ....................................................................3-1
Accessing pop-up menus ...................................................................................3-2
Paging through a screen or menu .......................................................................3-2
Selecting a menu item ............................... ...... ...................................................3-2
Control commands .............................................................................................3-2
The role of the input/output line ........................................................................3-2
PF keys and commands .....................................................................................3-2
Menu map ...............................................................................................................3-3
Effect of the CC MIS operating state on the menu system ................................3-3
Setting up a new CC MIS system (overview) ......................................................3-4
Logging in ...............................................................................................................3-5
Constraints ......................................................................................................... 3-5
Guidelines .......................................................................................................... 3-6
Accessing on-line help ...........................................................................................3-7
Accessing help in menus ........................................................................................3-7
Accessing the help in screens ............................................................................3-8
Changing your password ......................................................................................3-9
Guidelines .......................................................................................................... 3-9
Logging out ............................................................................................................3-11
Guidelines .......................................................................................................... 3-11
Maintenance menus and screens ..........................................................................3-12
Maintenance and administration main menu .....................................................3-12
Configuration menu ...........................................................................................3-12
System upgrade utility menu .............................................................................3-13
Backup and restore menu ...................................................................................3-13
Run state utilities menu .....................................................................................3-14
Diagnostics menu ...............................................................................................3-14
Introduction ...........................................................................................................4-1
Shut down CC MIS ...............................................................................................4-1
Shutdown, Startup, and Power down .................................................4-1
Start up CC MIS ....................................................................................................4-2
Start up/shut down partitions .............................................................................4-2
Power down CC MIS ...................................... ...... ..... ........................................4-2
Shut down CC MIS ...............................................................................................4-2
Start up CC MIS ....................................................................................................4-4
Power down CC MIS .............................................................................................4-5
Power up the CC MIS system ...............................................................................4-6
Power failures ........................................................................................................ 4-7
CC MIS was not running ...................................................................................4-7
CC MIS was running .........................................................................................4-7
Introduction ...........................................................................................................5-1
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Backing up and Restoring data ..........................................................5-1
Using the DAT drive for backups ........................................................................5-2
Write-protecting your DAT ...............................................................................5-3
Backing up customer data ....................................................................................5-4
Automatic backups ............................................................................................5-5
Manual backups .................................................................................................5-5
Backup screen commands ..................................................................................5-6
Constraints ......................................................................................................... 5-7
Guidelines .........................................................................................................5-8
Restoring customer data from tape .....................................................................5-9
Constraints ......................................................................................................... 5-9
Introduction ...........................................................................................................6-1
Configuring the CC MIS system ........................................................6-1
Accessing the Configuration main menu .............................................................6-2
Guidelines .......................................................................................................... 6-2
System Configuration ............................................................................................6-3
Guidelines .......................................................................................................... 6-4
Field descriptions ............................................................................................... 6-4
Port Allocation .......................................................................................................6-6
Constraints ......................................................................................................... 6-6
Guidelines .......................................................................................................... 6-7
Switch link configuration ......................................................................................6-8
Guidelines .......................................................................................................... 6-8
Command menu options ....................................................................................6-9
Live link .............................................................................................................6-9
Simulator link ....................................................................................................6-10
Terminal Server Configuration ............................................................................6-11
Guidelines .......................................................................................................... 6-11
Adding a Terminal Server .................................................................................6-12
Configuring a Terminal Server ..........................................................................6-12
Editing a field ....................................................................................................6-13
SNMP configuration ..............................................................................................6-14
Field descriptions ............................................................................................... 6-15
Guidelines .......................................................................................................... 6-16
System configuration reports ...............................................................................6-17
Introduction ...........................................................................................................7-1
Partitions (local) ....................................................................................7-1
Operating modes ................................................................................................7-2
Requirements for a running state .......................................................................7-3
Partition configuration commands .....................................................................7-3
Partition configuration options ..........................................................................7-4
Adding a Partition ..............................................................................................7-5
Guidelines .......................................................................................................... 7-5
Deleting a Partition ............. ..... ...... ....................................................................7-6
Partition options ....................................................................................................7-7
Guidelines .......................................................................................................... 7-12
Disk Allocation .......................................................................................................7-13
Guidelines .......................................................................................................... 7-14
Storage calculator ..................................................................................................7-16
Guidelines .......................................................................................................... 7-16
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Changing data storage parameters ......................................................................7-17
Guidelines .......................................................................................................... 7-17
Interval Configuration ................ ...... ....................................................................7-18
Issues Concerning Interval Lengths ...................................................................7-18
Connection parameters .........................................................................................7-19
Guidelines .......................................................................................................... 7-20
Serial Terminals .....................................................................................................7-21
Add, Delete, or Change .....................................................................................7-21
Guidelines .......................................................................................................... 7-22
Printers ...................................................................................................................7-23
Constraints ......................................................................................................... 7-23
Guidelines .......................................................................................................... 7-24
Changing a printer definition ............................................................................... 7-25
Guidelines .......................................................................................................... 7-25
Removing a printer from the system ...................................................................7-26
Guidelines .......................................................................................................... 7-26
Wallboards ............................................................................................................. 7-27
Constraints ......................................................................................................... 7-27
Guidelines .......................................................................................................... 7-28
Changing a wallboard's configuration ...............................................................7-28
Removing a wallboard from the system ............................................................7-28
LAN Terminals ............................ .................................................................... ......7-29
Adding LAN Terminals .....................................................................................7-30
Deleting LAN Terminals .......................... ...... ...... .............................................7-30
Supervisor Privileges .................................... ...... ...................................................7-31
Guidelines .......................................................................................................... 7-31
Display privileges ..............................................................................................7-32
Report privileges ................................................................................................7-32
Configuration control privileges ........................................................................7-33
Supervisor privileges .........................................................................................7-34
Administration privileges ..................................................................................7-34
Data Access Priviledges ....................................................................................7-35
Supervisor override privileges ...........................................................................7-35
Partition Startup/Shutdown .................................................................................7-37
Guidelines .......................................................................................................... 7-38
Configuring a PC to receive data export files .....................................................7-39
Introduction to Networked CC MIS ................................................... ..... ............8-1
Networked CC MIS .............................................................................8-1
Overview of a Network .........................................................................................8-2
Views in the Network ............................................................................................8-2
Steps for Establishing a Network .........................................................................8-3
System Configuration ............................................................................................8-4
Guidelines .......................................................................................................... 8-5
Field descriptions ............................................................................................... 8-5
Physical Network Configuration ..........................................................................8-7
Adding a node to the physical network ...............................................................8-9
Deleting a node from the physical network .........................................................8-10
Switch Link Configuration ...................................................................................8-11
Partition Configuration .........................................................................................8-11
Guidelines .......................................................................................................... 8-15
Deleting a Partition ............. ..... ...... ....................................................................8-16
Partition configuration options ..........................................................................8-17
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Disk Allocation .......................................................................................................8-18
Virtual Network Configuration ............................................................................8-19
Partition options .................................................................................................8-22
Guidelines .......................................................................................................... 8-25
Introduction ...........................................................................................................9-1
Monitoring system functions ...............................................................9-1
Accessing the diagnostics menu ........................................................................9-2
Displaying free disk space .....................................................................................9-3
File transfer ............................................................................................................9-4
Testing the input/output ports ..............................................................................9-6
Test individual I/O ports ......................................................................................9-7
Logs .........................................................................................................................9-8
Viewing a log ............................................................. ........................................9-10
Monitoring a log ................................................................................................9-11
Printing a log ......................................................................................................9-12
Cancelling the log printout ................................................................................9-12
View system monitor .............................................................................................9-13
Program status ........................................................... ...... ..................................9-13
Lock status .........................................................................................................9-17
Partition status ...................................................................................................9-19
Port status ....................................... ...... ..... .........................................................9-21
CPU utilization status ........................................................................................9-23
Additional System Monitor Screens .................................................................. 9-25
Physical Node Status .........................................................................................9-25
Virtual Node Status ............................................................................................9-25
Resetting the modem port ..................................................................................9-26
Link trace ...............................................................................................................9-27
Starting / Stopping the link trace .......................................................................9-30
Viewing the link trace ........................................................................................9-30
Viewing the translated link trace .......................................................................9-31
Using the Search function ..................................................................................9-31
Search Instructions .............................................................................................9-32
Printing the link trace .........................................................................................9-33
Printing the translated link trace ........................................................................9-33
Cancelling link trace printing ............................................................................9-34
Select different link ............................................................................................9-34
TCP / IP Switch Link Diagnostics ........................................................................9-36
Checking a switch link .......................................................................................9-36
X.25 Diagnostics .....................................................................................................9-37
Checking an X.25 link .......................................................................................9-37
Disabling an X.25 link .......................................................................................9-38
Enabling an X.25 link ........................................................................................9-38
Cancel X.25 link check .....................................................................................9-39
Initializing an X.25 link .....................................................................................9-39
Physical Network Login ........................................................................................9-40
Introduction ...........................................................................................................10-1
Configuration Updates ........................................................................10-1
Introduction ...........................................................................................................11-1
CC MIS software upgrades ...............................................................11-1
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Software upgrades .............................................................................................11-2
Load new software version ................................................................................... 11-2
.................................................................................................................................11-5
Installing a New Keycode on CC MIS 5.0 System ..............................................11-6
Introduction ...........................................................................................................12-1
SNMP transfer ......................................................................................12-1
Guidelines .......................................................................................................... 12-2
Changing OS configuration ..................................................................................13-1
Operating System Config ....................................................................13-1
Adding a Unix printer ........................................................................................13-2
Deleting a Unix printer ......................................................................................13-4
Adding disk(s) command ...................................................................................13-4
Changing Time Zone settings ............................................................................13-5
Making direct changes to the OS configuration ................................................13-6
Getting help .......................................................................................................13-7
Preventive maintenance ........................................................................................14-1
Check filter .......................................................................................................14-1
Preventive maintenance ......................................................................14-1
Tape rotation ......................................................................................................14-2
DAT head cleaning ............................................................................................14-2
Technical specifications ........................................................................A-1
Real-time performance ......................................................................................A-1
Reliability ..........................................................................................................A-1
Consistent configuration data ............................................................................A-1
Automatic backup ..............................................................................................A-2
Power failure .............................................................. ...... ..................................A-2
Personal computer support .................................................... ..... .......................A-2
System Log Messages ............................................................................B-1
Installing the operating system ............................................................C-1
Historical database ...............................................................................D-1
Historical database equations ...............................................................................D-4
Introduction ...........................................................................................................E-1
System Configuration Reports ............................................................E-1
System configuration report .................................................................................E-3
Port allocation report ............................................................................................E-4
Switch link configuration report ..........................................................................E-5
Partition configuration report ..............................................................................E-6
Disk allocation report ............................................................................................E-7
Connection parameters report .............................................................................E-8
Partition options report ........................................................................................E-9
Terminal server report ..........................................................................................E-10
StaticLAN terminal report ...................................................................................E-11
Serial terminal report ............................................................................................E-12
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Printer configuration report .................................................................................E-13
Wallboard configuration report ...........................................................................E-14
Storage parameters report ....................................................................................E-15
Interval Configuration Report ............................................ ...... ...... .....................E-16
Simulator configuration report ............................................................................E-17
SNMP configuration report ..................................................................................E-18
Physical network configuration report ................................................................E-19
Virtual network configuration report ..................................................................E-20
Master privilege Override report .........................................................................E-21
Master privilege definition report ........................................................................ E-22
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Figures
Figure 3.1 Maintenance and Administration menus 3-3
Figure 3.2 Maintenance main menu (CC MIS operating) 3-5
Figure 3.3 Maintenance and Administration menu 3-12
Figure 3.4 Configuration menu 3-12
Figure 3.5 System upgrade utility menu 3-13
Figure 3.6 Backup and restore menu 3-13
Figure 3.7 Run state utilities menu 3-14
Figure 3.8 Diagnostics menu 3-14
Figure 4.1 Run state utilities menu 4-1
Figure 5.1 Backup and restore menu 5-1
Figure 5.2 DAT drive unit 5-2
Figure 5.3 Digital audio tape 5-3
Figure 5.4 Backup screen 5-6
Figure 5.5 Restore screen 5-10
Figure 6.1 Configuration main menu 6-2
Figure 6.2 System configuration screen 6-3
Figure 6.3 Port Allocation screen 6-6
Figure 6.4 Switch link configuration screen - Initial 6-8
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Figure 6.5 Switch link configuration screen - live link 6-9
Figure 6.6 Switch link configuration screen - Simulator link 6-10
Figure 6.7 Terminal Server screen 6-11
Figure 6.8 Adding a Terminal Server 6-12
Figure 6.9 Configuring a Terminal Server 6-12
Figure 6.10 Editing a field on the Terminal Server screen 6-13
Figure 6.11 SNMP configuration 6-14
Figure 7.1 Configuration menu 7-1
Figure 7.2 Partition Configuration scr een 7-2
Figure 7.3 Partition options screen 7-7
Figure 7.4 Disk Allocation screen 7-13
Figure 7.5 Storage calculator screen 7-16
Figure 7.6 Interval Configuration screen 7-18
Figure 7.7 Connection Parameters screen 7-19
Figure 7.8 Serial terminals screen 7-21
Figure 7.9 Printer Configuration screen 7-23
Figure 7.10 Wallboard Configuration screen 7-27
Figure 7.11 LAN Terminals screen (with add text) 7-29
Figure 7.12 Master Privilege Definition screen 7-32
Figure 7.13 Display Privileges screen 7-32
Figure 7.14 Report Privileges screen 7-33
Figure 7.15 Configuration Control Privileges screen 7-33
Figure 7.16 Supervisor Privileges screen 7-34
Figure 7.17 Administration Privileges screen 7-34
Figure 7.18 Data Access Priviledge screen 7-35
Figure 7.19 Supervisor Override screen 7-35
Figure 7.20 Maintenance and Administration menu 7-37
Figure 7.21 Run state utilities screen 7-37
Figure 7.22 Partition startup and shutdown screen 7-38
Figure 8.1 Network Overview 8-2
Figure 8.2 Configuration menu 8-3
Figure 8.3 System Configuration screens 8-4
Figure 8.4 Physical Network Configuration screen 8-7
Figure 8.5 Add Node menu 8-9
Figure 8.6 Add Node Commands menu 8-9
Figure 8.7 Delete Node menu 8-10
Figure 8.8 Partition Configuration scr een 8-11
Figure 8.9 Add Partition op tions menu 8-13
Figure 8.10 Add Partition and Commands menus 8-14
Figure 8.11 Configuration Options menu 8-17
Figure 8.12 Virtual Network Configuration screen 8-19
Figure 8.13 Add Partition to Network screen 8-20
Figure 8.14 Delete Partition from Network screen 8-21
Figure 8.15 Delete Partition from Network confirmation screen 8-21
Figure 8.16 Partition options screen 8-22
Figure 9.1 Diagnostics menu (when software is running) 9-1
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Figure 9.2 Display Free Disk Space screen 9-3
Figure 9.3 File Transfer screen 9-4
Figure 9.4 Test individual I/O screen 9-7
Figure 9.5 CC MIS system logs screen 9-8
Figure 9.6 Program Status screen with Commands menu 9-13
Figure 9.7 Lock Status screen 9-17
Figure 9.8 Partition Status screen 9-19
Figure 9.9 Port Status screen 9-21
Figure 9.10 CPU Utilization Status screen 9-23
Figure 9.11 Physical Node Status screen 9-25
Figure 9.12 Virtual Node Status screen 9-25
Figure 9.13 Link Trace screen (multiple links) 9-27
Figure 9.14 CC MIS Link Trace menu screen 9-28
Figure 9.15 CC MIS Message Translator Filter screen 9-28
Figure 9.16 Untranslated Link Trace file example 9-29
Figure 9.17 Translated Link Trace file example 9-29
Figure 9.18 Search function key 9-31
Figure 9.19 Search screen 9-32
Figure 9.20 Search options pop-up 9-32
Figure 9.21 TCP / IP Switch Link Diagnostics 9-36
Figure 9.22 CC MIS X.25 Diagnostics screen (with Commands menu) 9-37
Figure 9.23 Physical Network Login screen 9-40
Figure 0.1 Run State Utilities menu 10-1
Figure 0.2 Configuration update prompt screen (multiple links) 10-2
Figure 0.3 Configuration update prompt screen (single link) 10-3
Figure 11.1 System Upgrade Utilities menu 11-1
Figure 11.2 Install License Keycode 11-6
Figure 11.3 System Serial Number 11-6
Figure 11.4 Entering Keycode 11-7
Figure 11.5 Confirm Settings 11-7
Figure 11.6 Continue Keycodes 11-8
Figure 12.2 Sample SNMP transfer session 12-2
Figure 3.2 OS Configuration menu 13-2
Figure 3.3 Adding a Unix printer 13-2
Figure 3.4 Specifying the name 13-3
Figure 3.5 Adding the printer 13-3
Figure 3.6 Delete printer screen 13-4
Figure 3.7 Adding disk(s) 13-4
Figure 3.8 Time Zone 13-5
Figure 3.9 Direct OS Configuration 13-6
Figure 3.10 Help screen 13-7
Figure 4.1 Location of filter 14-2
Figure 4.2 DAT drive unit 14-3
Figure E.1 Configuration menu E-1
Figure E.2 System configuration report E-3
Figure E.3 Port allocation report E-4
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Figure E.4 Switch link configuration report E-5
Figure E.5 Partition configuration report E-6
Figure E.6 Disk allocation report E-7
Figure E.7 Connection parameters report E-8
Figure E.8 Partition options report E-9
Figure E.9 Terminal server report E-10
Figure E.10 Static LAN terminals report E-11
Figure E.11 Serial terminal report E-12
Figure E.12 Printer configuration report E-13
Figure E.13 Wallboard configuration report E-14
Figure E.14 Storage Parameters report E-15
Figure E.15 Interval configuration report E-16
Figure E.16 Simulator configuration report E-17
Figure E.17 SNMP configuration report E-18
Figure E.18 Physical network configuration report E-19
Figure E.19 Virtual network configuration report E-20
Figure E.20 Master Privilege Override report E-21
Figure E.21 Master Privilege Definition report E-22
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Tables
T ab le 1: T yp ograph ical conventions intr-2
Table 2: Conventions used in procedures intr-3
Table 2-1: Data storage parameters 2-3
Table 3-1: Functions requiring CC MIS to be shut down 3-4
Table 5-1: Backup screen commands 5-7
Table 6-1: System configuration field d escriptions 6-4
T a b le 6-2: SNMP field descriptions 6-15
Table 7-1: Par tition configuration function commands 7-3
Table 7-2: Partition configuration options 7-4
Table 7-3: Par tition options screen fields 7-8
Table 7-4: Disk allocation screen parameters 7-14
Table 7-5: Connection parameter screen fields 7-19
T able 7-6: Supervisor Override field descriptions 7-36
Table 8-1: System configuration field d escriptions 8-5
Table 8-2: Physical Network screen definitions 8-8
Table 8-3: Physical Networ k Function keys 8-8
Table 8-4: Add Node comm ands 8-10
Table 8-5: Func tion key commands 8-12
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Table 8-6: Add Partition commands menu 8-14
Table 8-7: Partition configuration options 8-18
Table 8-8: Virtual Network Configuration field descriptions 8-19
Table 8-9: Virtual Network Configuration function keys 8-20
Table 8-10: Partition options screen fields 8-2 3
Table 9-1: Logs screen fields 9-9
Table 9-2: Program status screen fields 9-14
T ab le 9-3: Lock status screen fields 9-17
Table 9-4: Par tition status screen fields 9-19
T ab le 9-5: Port status screen fields 9-21
Table 9-6: CPU Utilization status fields 9-23
Table D-1: Historical database tables D-1
Table D-2: Historical database values D-2
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Steps
Step 2-1: Installing Release 5 on a new system 2-10
Step 2-2: Preparing PCs to display CC MIS 2-12
Step 3-1: Logging into maint 3-6
Step 3-2: Accessing on-line help in maintenance menus 3-7
Step 3-3: Accessing on-line help in user interface screens 3-8
Step 3-4:Changing the maint password 3-9
Step 3-5:Logging out of maint 3-11
Step 4-1: Shutting down CC MIS 4-3
Step 4-2: Starting CC MIS 4-4
Step 4-3: Power down CC MIS 4-5
Step 4-4: Powering up CC MIS 4-6
Step 4-5: Recovering from a power failure 4-7
Step 5-1: Accessing the backup and restore menu 5-2
Step 5-2: Inserting a DAT tape into the tape drive 5-4
Step 5-3: Ejecting a DAT tape from the tape drive 5-4
Step 5-4: Backing up customer data 5-8
Step 5-5: Restoring customer data 5-11
Step 6-1: Accessing the Configuration menu 6-2
Step 6-2: Accessing the System Configuration screen 6-4
Step 6-3: Accessing the Port Allocation screen 6-7
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Step 6-4: Accessing the Switch Link Configuration screen 6-8
Step 6-5: Accessing the Terminal Server screen 6-11
Step 6-6: Accessing the SNMP Configuration screen 6-16
Step 7-1: Adding a partition 7-5
Step 7-2: Deleting a partition 7-6
Step 7-3: Accessing the Partition Options screen 7-12
Step 7-4: Assigning a disk 7-14
Step 7-5: Reviewing database parameters 7-16
Step 7-6: Changing data storage parameters 7-17
Step 7-7: Accessing the Connection Parameters screen 7-20
Step 7-8: Adding a serial terminal 7-22
Step 7-9: Adding a print er 7-24
Step 7-10:Changing a printer definition 7-25
Step 7-11:Removing a printer definition 7-26
Step 7-12:Adding a wallboard 7-28
Step 7-13: Accessing LAN terminals 7-29
Step 7-14: Adding LAN terminals 7-30
Step 7-15: Deleting LAN terminals 7-30
Step 7-16: Accessing the Master Privilege screen 7-31
Step 7-17:Accessing Partition Startup and Shutdown screen 7-38
Step 7-18: Setting up a PC to receive data export files 7-39
Step 8-1: Accessing the System Configuration screen 8-5
Step 8-2: Adding a NAP 8-15
Step 8-3: Deleting a partition 8-16
Step 8-4: Accessing the Partition Options screen 8-25
Step 9-1: Accessing the Diagnostic menu 9-2
Step 9-2: Displaying free disk space 9-3
Step 9-3: Performing a file transfer 9-5
Step 9-4: Testing all ports 9-6
Step 9-5: Testing an individual port 9-7
Step 9-6: Selecting a log 9-9
Step 9-7: Viewing a log 9-10
Step 9-8: Monitoring a log 9-11
Step 9-9: Printing a log 9-12
Step 9-10: Cancelling a log printout 9-12
Step 9-11: Accessing the View System Monitor screen 9-14
Step 9-12: Resetting a modem port 9-26
Step 9-13: Starting/stopping link trace 9-30
Step 9-14: Starting/stopping link trace 9-30
Step 9-15: Viewing a translated link trace file 9-31
Step 9-16: Printing a link trace file 9-33
Step 9-17: Printing a translated link trace file 9-34
Step 9-18: Cancelling link trace printing 9-34
Step 9-19: Selecting a different link for link trace 9-35
Step 9-20: Checking a TCP / IP link 9-36
Step 9-21: Checking an X.25 link 9-37
Step 9-22: Disabling an X.25 link 9-38
Step 9-23: Enabling an X.25 link 9-38
Step 9-24: Cancelling an X.25 link check 9-39
Step 9-25: Physical network login screen 9-40
Step 10-1: Accessing the configuration update screen 10-2
Step 10-2: Running a conf iguration update 10-3
Step 11-1: Load new CC MIS software version 11-3
Step 12-1: Accessing SNMP transfer screen 12-2
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Release 5.2
Steps
Procedure C-1: Installing the SVR4 OS C-1
Procedure C-2: Installing the AIX OS C-6
C-8
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About this Guide
CC MIS
CC MIS
Related
documents
This document is an operations guideline for the systems maintenance
engineer of a Call Center Management Information System
(CC MIS) linked to an MSL-100 (Meridian 1 Options 111-211),
DMS-500, or a DMS-100 supporting the 32 or 35 protocol version and
ACD-MIS Interface Specification, Version 6 and 9.
The switch supporting CC MIS, the MSL-100 o
Note:
Note:
The following Nortel Networks Publications (NTP) contain
additional information to supplement this document:
ACD MIS Interface Specifications, Version 9 (NT MIS-Q209-2)
DMS-100 Common Customer Data Schema (NTP 297-1001-451)
the DMS-100, is called a DMS-ACD throughou
this book.
It is recommended that your switch be at BCS35
when the Networking feature is enabled for you
CC MIS system.
CC MIS Maintenance Guide intr-1
MDC Customer Data Schema (NTP 297-2001-451)
Call Center MIS System Description (NTP 297-2671-150)
Meridian SL-100 AC D General Description (NT P 555-4101-100)
Meridian SL-100 AC D Load Management (NTP 555-4101-102)
CC MIS
Release 5.2
Meridian SL-100 ACD Management Information Interface (NTP 555-4101-103)
Meridian SL-100 ACD Feature Operation and Testing (NTP 555-4101-300)
Meridian SL-100 ACD MMI and Feature Implementation (NTP 555-4101-310)
Meridian SL-100 Network ACD General Description (NTP 555-8101-100)
For more information on ACD, refer to the following Northern
Telecom Publications (NTPs):
ACD Product Guide (NTP 297-2041-010)
ACD Server Product G uid e (NTP 29 7-2 041-011)
ACD Planning and Engineering Guide (NTP 297-2041-101)
ACD Planning and Engineering Guide - Canada (NT P 297-2041-104)
ACD Administration Guide (NTP 297-2041-30 1)
ACD Translations (NTP 297-2041-350)
ACD Maintenance Guide (NTP 297-2041-500)
ACD Trouble Locating and Clearing Procedures (NTP 297-2041-503)
M5212 ACD Set General Description (NTP 297-2041-900)
ACD End-User Load Manag e ment (NTP 297-2041-901)
Network ACD General Descr iption (up to BCS 34) (NTP 555-8101-100)
The following typographic conventions are used throughout this
user guide.
Table 1: Typographical conventions
Key Sequence Function
<Return> Words in angled brackets represent a
specific key on your keyboard that you
should press.
[Commands] Words in square brackets represent one
of the keys available to you from the
function key menu.
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CC MIS
CC MIS
The PF keys associated with a command are list
Note:
The following typographic conventions are used in the procedural
tables in this user guide.
Table 2: Conventions used in procedures
Key Sequence Function
Enter n Letters in italics represent the key that
on the lower portion of the appropriate screen.
Procedures in this guide provide the name of
the function key. The screens in this guide show
examples of PF keys with associated command
The actual PF number is dependent on the type
terminal and emulation mode being used. Refer
the program screen for the actual function key
press to select the desired command.
you press in the action part of the
procedure. Enter means that you press
<Return> after you press the key.
Notice Words in italics represent a system re-
sponse to the actions in the procedure.
Did you Words in bold represent the text of a
specific message on a screen.
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Release 5.2
Acronyms
This document uses the following acronyms:
Acronym Meaning
ACD Automatic Call Distribution
CC MIS Call Center MIS
DAT Digital Audio Tape
DB Database
LAN Local Area Network
LOB Line-of-Business
MAR Message Arrival Rate
MIB Management Information Base
MIS Management Information System
MSR Message Service Rate
NAP Network Access Partition
NMS Network Manage ment Syste m
NOS Network Operation Services
PC Personal Computer
SNMP Simple Network Management Prot oco l
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Terms
This document uses the following terms:
direct connect printer A printer that is physically connected to the host
machine.
local partition A partition that provides access to local data
only.
NAP Network Access Partition. A partitio n that p ro-
vides access to other partitions in the network.
NAPs can only exist on a network node.
network node A physical node that has Networked CC MIS
capabilities.
Network A collection of nodes. The nod es may be the ac-
tual host systems or partitions depending on the
type of network (physical or virtual).
PC-attached printers Printers that are directly connected to a supervi-
sor terminal.
physical network A network of CC MIS syst ems. Th e IP address -
es of the host systems are specified in the Physical Network screen.
physical node (node) The physical host machine on which the CC
MIS maintenance and administration software
is installed. This node may also be ref erred to as
the VME, host, node, PowerP C, VME 8420, or
XR VME.
PowerPC platform Denotes that the information provided is appli-
cable to nodes that are PowerPC-based running
the AIX operating system.
system The host platform (computer) on which CC
MIS is installed.
virtual node A partition in a CC MIS virtual network. This is
a local partition.
virtual network A network comprised of local partitions that
can be accessed by the NAP.
88K-based platform Denotes that the information provided is appli-
cable to nodes that are 187 or 197 processorbased systems (VME 8420 or XR VME).
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Section 1: Introduction
CC MIS
CC MIS
Description of CC MIS
Features of Software
Release 5.0
Description
of CC MIS
Required database information
CC MIS modes of operation
Call Center Management Information System (CC MIS) is a tool for
managing the agents who handle ACD calls. It helps supervisors plan,
manage, and monitor their ACD operation by collecting statistics on
the performance of equipment and personnel.
Networked CC MIS
The Networked CC MIS feature is available in Release 4. This feature
must be purchased and enabled in customer options. When enabled,
the Configuration menu in the Maintenance Interface contains commands for defining a CC MIS network. Refer to Section 8 in this guide
for information on setting up CC MIS nodes for network access.
CC MIS Maintenance Guide 1-1
System Sizes
CC MIS is available in different configurations: from 8 ports to 64
ports (128 on PowerPC).
Minimum upgrade requirements
The minimum requirements for upgrade for an existing 88K platform
from CC MIS Release 2.x to 5.x are as follows:
• at least 32 Mbyte RAM
• approximately 460 Mbytes space for Operating System and
CC MIS software
• new version of UNIX Operating System, SVR4.3 (NTOS 2.x)
CC MIS
Release 5.2
CC MIS consists of two types of interfaces: supervisor terminals and
a maintenance console.
Supervisor terminals
Supervisors manage their agents through menus accessed at a supervisor terminal. The terminal is a personal computer running Windows
95 or Windows NT 4.0 defined as a supervisor terminal linked to a
Host system (VME 8420, XR VME or the PowerPC [AIX]). CC MIS
Online Help contains procedures to assist supervisors in using
CC MIS.
Maintenance console
Engineers maintain CC MIS through the maintenance console. The
console used must have VT220 emulation capability. Through this
console, engineers can perform the following functions:
• diagnostics
• adjust CC MIS configuration and logon parameters to the switch
• add and delete partitions
• view and print logs
• routine backup, restore, and software upgrade functions for the
CC MIS system
• establish and modify CC MIS network parameters
The maintenance console is a system console attached to the host.
Maintenance functions are menu driven and are accessible only on the
maintenance console or by maintenance dial-up. This document contains procedures to assist system engineers in main taining the CC MIS
system.
Supervisors can display information on wallboards. The wallboard is
a Silent Radio Wall Display LED message board or Nortel wallboards.
It is designed to be mounted on the wall of an ACD group office. Supervisors use the wallboard to notify agents of statistical and administrative information.
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