Nortel Networks DMS-MSL-100 User Manual

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297-2183-912

Nortel Networks Symposium Call Center Server

Symposium and DMS/MSL-100 Switch Guide

Product release 5.0 Standard 1.0 April 2004

Nortel Networks Symposium Call Center Server

Symposium and DMS/MSL-100 Switch Guide

Publication num ber: 297-2183-912 Product release: 5.0 Document release: Standard 1.0 Date: April 2004

Information is sub ject to chan ge wi thout not ice . Nortel Networks rese rves the right to mak e cha nges in design or components as progress in engineering and manufacturing may warrant.

The process of transmitting data and call messaging between the Meridian 1 and Symposium Call Center Server is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the us er li ce ns e unl es s sp ec ifi cal ly auth orized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

*Nortel Networks, the Nortel Networks logo, the Gl obe ma rk, DMS , DMS-100 , IVR, MAP, Meridian, Meridian 1, and Symposium are trademarks of Nortel Networks.

CALLPATH is a trademark of Genesys Telecommunications Laboratories, Inc. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. MICROSOFT, MS-DOS, POWERPOINT, WINDOWS, and WINDOWS NT are trademarks of

Microsoft Corporation. PCANYWHERE is a trademark of Symantec Corporation.

Publicat i on hist ory

April 2004

The Standard 1.0 version of the Nortel Networks Symposium Call Center Server Symposium and DMS/MSL-100 Switch Guide Release 5.0, is released.

Symposium and DMS/MSL-100 Switch Guide v

Publication history Standard 1.0

vi Symposium Call Center Server

1 Getting started 9

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

What’s new in Release 5.0? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

How Symposium Call Center Server communicates with the switch . . . . . . 19

Support for switch features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Preinstallation checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Configuration tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

2 Configuring the switch 35

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Section A: Configuring the ICM link parameters 37

Overview of configuring the server logon . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Configuring SCAICOMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Configuring BGDATA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Configuring SCAIGRP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Configuring SCAISSRV. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Configuring SCAIPROF. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Configuring CUSTNTWK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Section B: Configuring switch resources 53

Overview of configuring switch resources. . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Configuring RAN and music routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Configuring ACD groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Configuring ACD subgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Configuring DNs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Configuring agent phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Configuring supervisor phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Configuring logon IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Section C: Checking the server configuration 79

Overview of server configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Checking the server configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Relationship of server configuration and switch datafill . . . . . . . . . . . . . . . . 83

Symposium and DMS/MSL-100 Switch Guide vii

Contents Standard 1.0

3 Verifying the configuration 87

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Verifying that the server can log on to the switch . . . . . . . . . . . . . . . . . . . . . 89

Verifying ACD groups and subgroups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Verifying that phonesets are correctly configured . . . . . . . . . . . . . . . . . . . . . 92

Verifying that agents are correctly configured . . . . . . . . . . . . . . . . . . . . . . . . 94

Verifying that the CDNs are correctly configured . . . . . . . . . . . . . . . . . . . . . 95

Verifying that music and RAN routes are correctly configured. . . . . . . . . . . 97

Verifying that DNISs are correctly configured. . . . . . . . . . . . . . . . . . . . . . . . 99

4 Troubleshooting 101

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Subsystem link problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Resource configuration problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

A Preinstallation chec klist 111

Preinstallation checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Glossary 115

Index 137

viii Symposium Call Center Server

Chapter 1

Getting started

In this chapter

Overview 10 Skills you need 11 What’s new in Release 5.0? 12 Components 13 How Symposium Call Center Server communicates with the switch 19 Support for switch features 24 Preinstallation checklist 31 Configuration tasks 32

Symposium and DMS/MSL-100 Switch Guide 9

Getting started Standard 1.0

Overview

Throughout this guide, the term DMS switch applies to the following switch types:

! DMS Switch ! MLS-100 ! Succession 2000 ! Nortel Networks Communication Server 2100

Symposium Call Center Server works in conjunction with othe r systems to ensure that calls entering your call center are successfully routed to agents qualified to handle the calls. To enable the features of your Symposium Call Center Server, you must configure the following systems:

! the DMS/MSL-100 switch ! Intelligent Call Manager (ICM), formerly CompuCA LL ! Symposium C all Center S erver

This guide explains how to configure the switch to work with Symposium Call Center Server. To find out how to configure the server, refer to the Administrator’s Guide. If you are using the Symposium Call Cente r Web Client, refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions.

This guide assumes that you have already configured ICM to work with the switch.

Note: This guide assum es that the switch has be en correctly installed and is operational with al l cu rr ent Product Enhancement Pa ckages (PEPs) applied. For information on which PEPs to install on the switch, contact your Nortel Networks customer support representative.

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April 2004 Getting started

Skills you need

Introduction

This section describes the skills and knowledge you need to use this guide effectively.

Nortel Networks product knowledge

Knowledge of, or experience with, the following Nortel Networks products can be of assistance when configuring the switch to communicate with Symposium Call Center Server:

! Symposium C all Center S erver ! DMS switch ! Switch release CCM010/SCAI12 to CCM017/SCAI17 ! Intelligent Call Manager switch translation release ICM00001 to

ICM00075

! Maintenance Administration Position (MAP) terminal

! Service Orders (servord) utility

! Switch Translation Guide ! Automatic Call Distribu tion (ACD) ! other switch administration and monitoring tools

PC experience or knowledge

Knowledge of, or experience with, the following PC products is of assistance when administering the Symposium Call Center Server:

! Microsoft Windows 2000 or Windows XP

Other experience or knowledge

Other types of experience or knowledge that might be of use include

! TCP/IP networking

Symposium and DMS/MSL-100 Switch Guide 11

Getting started Standard 1.0

What’s new in Release 5.0?

Skillset display on phoneset

Symposium Call Center Server Release 5.0 with Common Command Module (CCM)16 or Switch Compu t er Application Interface (SC AI)17 (or later) supports the display of skillset names on the agent and supervisor phonesets. The phoneset displays only the first 15 characters of the skillset name, and only displays the characters A through Z, and the numbers 0 through 9.

SCAI17 support

Symposium Call Center Server Release 5.0 provides SCAI17 support with backward compatibility to SCAI12.

Hold/Unhold reporting

Symposium Call Center Server Release 5.0 with CCM15/SCAI17 (or later) supports Hold/Unhold reporting which records the hold time associated with a call.

iButton

Release 5.0 provides support for iButton as an alternative to such legacy I/O devices a s parall el port s. iButto n pro vides the abil ity for Symposium Call Center Server to support le g ac y-f ree servers. This feature is not dep endent on a ny SCAI level.

12 Symposium Call Center Server

April 2004 Getting started

Components

Introduction

Symposium Call Center Server consists of three key components: telephony, server, and client.

Telephony component

The telephony component includes the switch, the Ethernet Interface Unit (EIU), Intelligent Call Manager (ICM), and the agent and supervisor phonesets.

Server component

The server in Symposium Call Center Server can be located at either the central office or customer site.

Client component

The client is installed on the supervisor workstations and accesses the server over the customer’s LAN.

Symposium Call Center Server components

The followin g illus trat ion shows the relationship of the components req uired f or Symposium C all Center S erver:

Symposium and DMS/MSL-100 Switch Guide 13

Getting started Standard 1.0

Switch

ICM

ACD

Voice port lines

Front-end IVR (optional)

EIU

Router Router

Agent phonesets

Client PC (administrator)

Network

CLAN

Client PC (supervisor)

ELAN

Symposium Call Center Server

Third-party application

G101333

Switch

The switch is the hardware and software component that provides telephony services. The switch sends and receives calls to and from Symposium Call Center Server. When a call arrives at the switch, the switch notifies the server, which performs call processing and routing.

To work with the Symposium Call Center Server, the switch must be running software load CCM010/SCAI12 or later.

14 Symposium Call Center Server

April 2004 Getting started

Symposium Call Center Server supports the DMS, MLS-100, Succession 2000, and Communication Server 2100 switches. Throughout this guide, the term DMS Switch applies to all the supported switch types.

Note: If the link to the s erver goes down, ACD r out ing configured on t he switch provides a backup method for handling calls.

3PC

The Third-Party Core (3PC ) card (also known as the Call Agent Card) provides processing power for the Communication Server 2100 compact configurations.

EIU

The Ethernet Interface Unit (EIU) enables the switch to connect to an Ethernet network for communication with Symposium Call Center Server.

Note: The rules for the EIU also apply to the 3PC card.

ICM

The Intelligent Call Manager (ICM) serves as an interface between Symposium Call Center S erver and the switch. The ICM receives information from the switch and transmits it to Symposium Call Center Server. It receives information from the server and transmits it to the sw itch.

The number av ailable for Symposium Call Center Server dep ends on the number of other ICM-based applications connecting to the switch. The switch can support up to 16 ICM connections for CCM05/SCAI07 through CCM13/ SCAI15, and up to 96 for CCM14/ SCAI15 an d higher. (This value is deter mined by the data in the iphost.)

Symposium Call Center Server requires software packages ICM00001, ICM00010, or ICM00020 MSL09.

Note: You must configure certain parameters to establish a secure ICM session. For more information about configuring ICM security, see the Administrator’s Guide.

Symposium and DMS/MSL-100 Switch Guide 15

Getting started Standard 1.0

Server

The server component, which uses Microsoft Windows 2000 software, is responsible for functio ns such as

! the logic for call processing ! call treatm ent ! call handling ! call presentation ! administration of agent s, skillsets , and supervisors, and agent to skillse t and

agent to supervisor assignments

! accumulation of histor ical and real-time statis tics

Classic Client

The Classic Client component, located on the call center manager’s or supervisor’s desktop, has a graphical user interface based on Microsoft 2000 or Windows XP. The client provides meaningful real-time call center statistics and an easy-to-use interface for the management of the call center.

Web Client

Symposium Web Client is a browser-based thin client for administrators and supervisors. Through the Internet Explorer browser located on a client PC, you can connect to the Symposium Web Client application server to manage and configure a call center and its users, define access to data, and view real-time and historical reports.If you are using the Symposium Web Client, refer to the Symposium Call Center Web Client Guide and online Help.

CLAN

The agent and supervisor workstations are connected to the customer LAN (either an Ethernet or a Token Ring LAN). The customer LAN also provides connections to optional third-party applications, such as an Interactive Voice Response system.

16 Symposium Call Center Server

April 2004 Getting started

ELAN

The embedded LAN (ELAN) is a dedicated Ethernet TCP/IP LAN connecting the Symposium Call Center Ser ver and the switch. The ELAN mus t be a pr ivate isolated network t hat i s dedi cated to the switch and t o the call cente r. The ELAN must not have a physical or logical connection with the customer network. This eliminates the potential impact of caller network traffic on call processing.

Front-end IVR system (optional)

The switch can dir ec t c al ls to an optional t hir d-party Interactive Voice Response (IVR) system. This system plays voice prompts to callers and collects their responses. After the calls receive IVR treat ment, the IVR system delivers th e responses for the calls to Symposium Call Center Server. The se rver then gains control of the calls.

Third-party applications (optional)

Optional third-party applications provide the following functionality to Symposium C all Center S erver:

! the ability to exchange data with the server, using Host Data Ex change

(HDX)

! the ability to receive real-time updates from the server, using the real-Time

API (RTI)

! the ability to rec ei ve re al-tim e updates f rom the se rver, using the Real-Time

Statistical Multicast stream (RSM)

! the ability to access con figuration and st atistical data in the Symposium

Call Center Server database, using Open Database Connectivity (ODBC)

database drivers

! the ability to trigger screen pops for inbound triggers, using Meridian Link

ICM applications using LinkPlexer 1.2 (optional)

LinkPlexer 1.2 is a Windows 2000 application that acts as a proxy to enable multiple ICM applications to share the same session and DMS/MSL-100 resources. LinkPle xe r 1.2 allo ws appli cations to sh are a DN (Directo ry Number) association between different eBusiness applications. LinkPlexer 1.2 is necessary for systems where

Symposium and DMS/MSL-100 Switch Guide 17

Getting started Standard 1.0

! Interactive Voice Response (IVR) voice ports are controlled by IVR and

monitored by Symposium Call Center Server

! Symposium Call Center Server performs the call rou ting, IVR con trols the

voice response system, and Symposium TAPI Server/Symposium Agent

controls softphones and screen pops

! agent po sitions are controlled by TAPI Server/Sympo sium Agent (or

desktop CTI) and monitored by Symposium Call Center Server

! call queues and agent positions are monitored by third-party applications,

such as voice recorders

Note: For more information, see the LinkPlexer 1.2 Installation and Configur ati on Guide .

18 Symposium Call Center Server

April 2004 Getting started

How Symposium Call Center Server communicates with the switch

Introduction

Symposium Call Center Server and the s witch must be able to exchang e information if calls are to be successfully routed in Symposium Call Center Server. You must ensure that this communication is enabled by configuring the resources shared by both the switch and Symposium Call Center Server.

A Controlled Directory Number (CDN) is the initial point of entry for any call processed in Symposium Call Center Server. A CDN serves as a holding place while information is gathered from the call (for example, Calling Line Identification number [CLID]) and treatments are applied to the call (for example, recorded announcements).

For any call proces sing to be gi n in Symposi um Call Cente r Serv er, t he call must arrive at a CDN on the switch that is controlled by Symposium Call Center Server. Information that is gathered from the CDN and sent from the switch to Symposium Call Center Serv er is used to enabl e Symposium Cal l Center Serv er to define the path the call follows through the call center.

How Controlled Directory Numbers operate

A Controlled Directory Number (CDN) is a logical entity identified by a Directory Number (DN) that holds onto calls waiting to be routed using Symposium Call Center Server routing instructions. Symposium Call Center Server can route calls to any local or third party with a valid address, including agent positions and e ven other CDNs. In addition, call treatments (music, RAN, silence, and ringback) can be applied to calls while they are waiting for instructions from Symposium Call Center Server. Other treatments such as busy, fast busy, and disconnect can

Symposium and DMS/MSL-100 Switch Guide 19

be applied to a call.

Getting started Standard 1.0

For each call arriving at a CDN, the switch informs Symposium Call Center Server of the call’s arrival and starts a timer while waiting for the routing instructions. Th e switch h andles th e call a ccording t o the re sponse returned from Symposium Call Center Server. If the timer expires before a response is receiv e d, the swit ch rou te s the call to a default ACD group, which is defined for the CDN on the switch. For more information about default ACD routing, see “Configuring CDNs in controlled and default mode” on page 62.

ATTENTION

The timer value configured on Symposium Call Center Server must be set to a value lower than the timer value configured on the switch.

CDN operation is based on the existing ACD model on the switch. A CDN can be viewed as an “ACD group” with the following characteristics:

! In the normal oper ation, the swi tch do es not cont rol the o v er flo w or rout in g

for a CDN ACDGRP. Calls in the CDN are handled by Symposium Call

Center Server.

! There are no agents or supervisors associated with a CDN. ! In the servord utility, ACD agents c annot be define d for a CDN’s

ACDGROUP. Note: Never add options to the tables.

! There are no subgroups assigned to a CDN.

A subgroup cannot be defined for a CDN in table ACDSGRP.

! The CDN priority is set to zero.

In table DNROUTE , the priority of the primary DN and the p riority of the

secondary DN of a CDN ACDGROUP is set to zero.

! A CDN group can be defined in an NACDGRP table as a networked

acdgroup; however, the timers must be set correctly to keep the switch from

taking the call back and sending it to another switch and agent.

! The existing table ACDGRP fields, such as ACD Ring Threshold, Priority

Promotion, and Forced Night Service, are not applicable to an ACDGRP

that has the CDN option.

! A CDN does not have the following call queues: Overflow In Queue,

Overflow Out Queue, or Call Transfer Queue.

20 Symposium Call Center Server

April 2004 Getting started

! A CDN has a default ACD group, which is datafilled on the switch.

The default ACD group is datafilled in table ACDGRP.

! A CDN can have the following states:

! Controlled

Incoming calls are handled by Symposium Call Center Server. For an

example of controlled call routing, see “Call routing in controlled and

default mode” below.

! Default

Incoming calls are routed to the default ACD group. For an example of

default call routing, see “Call routing in controlled and default mode”

below.

! Revert to Default

All incoming calls and existing calls in the CDN queues are routed to the

default AC D grou

In addition , the state can be set by Symposium Call Center Server or the

switch.

! To apply MUSIC to a CDN by Symposium Call Center Server, the AUDIO

option must be datafilled in table ACDG ROUP.

! The current limit of the number of calls on a single CDN queue (DMS

switch) is 512.

Call routing in controlled and default mode

The diagram on the next page illustrates how calls can be routed in both controlled and def aul t mode . The te xt foll o wing the illu str ation explains how the call is processed depending on whether it i s ro uted through controlle d or default mode.

Symposium and DMS/MSL-100 Switch Guide 21

Getting started Standard 1.0

1. An incoming call arrives at the switch.

2. The call is routed to an IVR port (optional).

3. The IVR transfers the call to a CDN after the caller enters digits (optional).

4. The call is routed to an IVR port.

5. The caller receives an IVR treatment, prompting him or her to respond

through the use of phoneset keys.

6. The IVR transfers the call to a CDN after the caller enters digits.

7. The call remains queued in the CDN awaiting further call processing.

8. The switch sends a call notification to Symposium Call Center Server. The

call is routed in either of the following ways:

22 Symposium Call Center Server

April 2004 Getting started

! If Symposium Call Center Server receives the notification, a return

notification is sent to the switch. The call remains on the CDN under the control of Symposium Call Center Server. A call is defaulted from Symposium Call Center Server if the specified ICCM timer (defined in table ACDGRP in the option CDN) expired without any response from Symposium C all Center S erver.

! If Symposium Call Center Server does not respond to the notification

due to a link or server problem, the call is routed in default mode. The call is route d to the default ACD after the timeout expires.

9. The call follows a path as defined in either the controlled or default call

routing mode.

! In the controlled call routing mode, Symposium Call Center Server

provides treatments as spec ified in the scrip t.

! In the defaul t call routing mode, the call is removed from the queue on

the CDN, and then it is sent to the default ACD group awaiting an available agent to answer the call.

10. The call follows a path as defined in either the controlled or default call

routing mode.

! In the controlled call routing mode, Symposium Call Center Server

routes the call to an agent qualified and available to answer the call.

! In the default call routing mode, the call is routed to an available agent

in the defaul t ACD group.

11. The call is answered by an available agent.

12. If you have purcha sed the Symposium Agent fea ture, call data sent by TAPI

enables a screen pop to appear on the agent’s screen.

Symposium and DMS/MSL-100 Switch Guide 23

Getting started Standard 1.0

Support for switch features

Introduction

This section describes features configurable on the switch, and explains how they interact with Symposi um Call Center Server.

ACD

You must configure Automati c Call Dist rib ution (A CD) on the switch t o pro vide default AC D routing when Symposium Call Center Server is not available. All calls are routed by Symposium Call Center Server. If an ACD call is sent to a group configured by Symposium Call Center Server, the priority is given to the call that ge ts there first.

Announcements

Announcements held in Digitally Recorded Announcement Machine (DRAM) or Enhanced Digitally Recorded Announcement Machine (EDRAM) on the switch are supported to provide Hold in Queue announcements controlled by Symposium C all Center S erver.

Controlled and default call routing

Incoming calls can be routed to a default ACD group in the event that Symposium Call Center Serv er does not gain control of the calls af te r they have been forwarded from the switch. For more information about controlled and default call routing, see “Configuring CDNs in controlled and default mode” on page 62.

Phoneset keys

This section describes special considerations for the use of phoneset keys.

24 Symposium Call Center Server

April 2004 Getting started

Unsupported keys on agent phonesets

Do not configure the following keys on agent phonesets. Use of these keys results in the incorrect a gent status on the real-time displays (RTDs):

! Hotline ! Priv a te li ne ! Voice call ! Dial Intercom

Transfers and conferences

A call is pegged as a transfer when the agent uses the Fast Transfer key. It is pegged as a conference when the agent uses the 3-way calling (3WC) key.

Note: The transfer or conference is pegged when the agent completes the transfer or conference by pressing the key the second time. Prior to this, RTD displays the agent in ConsultInit status.

Secondary DN keys

An agent phoneset can contain multiple secondary DN keys. However, in this release, Symposium Call Center Server can only monitor one DN key on each phoneset. Therefore, Nortel Networks recommends that you configure only one DN key on each agent phoneset.

You must add the ECM option against the secondary DN before the DN can be acquired by Symposium Call Center Server.

Note: Symposium Call Center Server does not support multiple appearance DNs.

Emergency key

The Emergenc y ke y ena ble s an agen t to for w ard a ca ll to h is or he r super vis or in the event of an emergency. When an agent presses the Emergency key, the supervisor configured as the agent’s reporting supervisor on Symposium Call Center Server is notified. The Emergency key on the supervisor phoneset rings, and, if the supervisor is logged on to the server, the Emergency Indicator appears.

Symposium and DMS/MSL-100 Switch Guide 25

Getting started Standard 1.0

Once the agent has forwarded the call to his or her supervisor, the light next to the agent’s Emergency key flashes. If the supervisor answers the call within 30 seconds, the light next to the agent’s Emergency key no longer flashes, but remains on until the supervisor disconnects from the call.

If the reporting super vis or does not answer the cal l withi n 30 second s, t he call is forwarded to a backup associated supervisor, if one has been configured on Symposium Call Center Server. To enable emergency calls to be forwarded to the associated supervisor’s phoneset, you must define the associated supervisor as a member of a hunt group for the ACD subgroup to which the agent belongs.

The agent is disconnected from the call if either the reporting supervisor or the associated supervisor answers within 30 seconds of the call being forwarded to them. If neither the reporting supervisor nor the associated supervisor answers the call within 30 seconds, the agent can press the Emergency key again to repeat the p rocess or the agent can answer the call.

Note: The switch does not allow agents to press the Emergency key while they are in conference with another agent.

Display Waiting Calls key

Call queuing occurs on Sympo sium Call Cent er Serv er r ather t han on th e switch , so the switch and ICM cannot provide meaningful call waiting statistics.

Phoneset displays

Agent and supervisor phonesets can display information such as the Calling Line Identification (CLID) number of the caller. The information displayed on the phoneset is not controlled by Symposium Call Center Server but must be configured on the switch.

Skillset display on phoneset

Common Command Model (CCM)16/SCAI17 or later supports skillset name display on the agent and supervisor phonesets. Howeve r, the phoneset will display only the f irs t 15 c harac te rs of the s kill set na me, a nd will only displ ay the characters A through Z, and the numbers 0 through 9.

26 Symposium Call Center Server

April 2004 Getting started

LOB codes

Line of Business (LOB) codes, or activity codes, identify the type of call. For example, an activity code can indicate a Sales or a Support call. To use activity codes, you must enable the LOB feature on the switch. If you want to assign names to the activity codes (for example Sales or Support) for reporting purposes, you must also define the activity codes on Symposium Call Center Server. Agents can enter up to three LOB codes during a call.

Agent actions/events DMS actions

Enters the first LOB code for the

Buffers the code.

call. Enters another LOB code during

the same call.

Sends the first LOB code to the host. Buffers the new code.

The call is released. Sends the pre vious ly b uffered code in

dv-LOB-Event-U message. I f no code is buffered, no code is sent (even if a default code was datafilled for the ADC Group).

Cancels the last LOB code entered. Erases the code lying in the buffer.

Note: Only the last code may be erased, and none before the last is erased.

Does not enter any code dur ing the entire call.

Does not send dv-LOB-Event-U message.

Note: This action is dif ferent from the ACD MIS that, if datafilled, reports the default codes.

Symposium and DMS/MSL-100 Switch Guide 27

Getting started Standard 1.0

Agent actions/events DMS actions

Enters more than three LOB codes. Sends all of the entered codes to the

host. Note: This action is different from the

ACD MIS that reports only the first three codes.

Enters an LOB code after the caller hangs up.

Waits for a fixed amount of time (2.5 seconds) before tearing the call. If an agent presses th e LOB key dur ing this interval, it waits for the agent to finish entering the code, and then sends the code in a dv-LOB-Event-U message.

Enters an invalid LOB code. Validates all the co des. Accepts only

the codes from ‘000’ through ‘999’ and the special code of ‘***.’ Sends the dv-LOB-Event-U message only for the valid codes.

Presses the LOB ke y twice in quick succession.

Restarts the LOB feature on the second pressing of the key.

Note: This action is different from that of Nortel Networks’ PBX offering for wh ich this action is a shortcut fo r the agent to e nter the default code.

Notes:

1. The switch does not allow agents to press the LOB key wh ile they are in

conference with another agent.

2. The server does not monitor activity codes for DN calls.

28 Symposium Call Center Server

April 2004 Getting started

V ariable Wrap feature

When an agent releases a call, the Variable Wrap feature prevents another call from being presented to the agent for a specific period of time. Agents can us e this time to perform any required post-call processing. For Symposium Call Center Server to support Variable Wrap, the feature must be configured on the switch.

There are two options available when configuring Variable Wrap:

! If Variable Wrap is set to a v alue great er th an z ero ( 0), once an act ive call is

released, the agent is not a vailable to receive an y new calls for the length of

time specified. For example, if Variable Wrap is set to a value of 20, the

agent has 20 seconds to record call-related information before becoming

available to receive new calls.

! If Variable Wrap is set to the value zero (0), once the active call is released,

the agent immediately becomes available to receive new calls. Note: If you do not configure Variable Wrap on the switch, the Release Guard

feature is enabled. Release Guard prevents calls from being presented to the agent for 1 second after an active call is released.

Symposium and DMS/MSL-100 Switch Guide 29

Getting started Standard 1.0

Night service feature

Skillsets go out of service under the following conditions:

! automatically, when all agents have logged off ! manually, when you change the skillset mode on the Skillset Properties

window on the Symposium Call Center Server client T wo out-of-servic e modes are a vai lable: tr ansition mode an d night servi ce mode. You must put skillsets into transition mode manually. In transition mode,

Symposium Call Center Server refuses any new calls, but continues to present queued calls to agents. When no more ca lls are waiting, the server puts the skillset into night service mode.

Skillsets go into night service mode automatically when all agents log off; you can also put them into night service mode manually. In night service mode, the server refus es call s for th e ski llset, an d gives night treatment to any queued ca lls.

ATTENTION

Do not configure the ni ght se rvice key on superv isor phonesets. Symposium Call Center Server does not support this feature.

30 Symposium Call Center Server

April 2004 Getting started

Preinstallation checklist

Completing a preinstallation checklist

Before attempting to configure the switch for Symposium Call Center Server, Nortel Networks recommends that you complete a checklist of the required and optional components for the switch, the network and router system, and the CPE. For information about completing the checklist, refer to the example in Appendix A, “Preinstallation checklist” on page 112.”

Symposium and DMS/MSL-100 Switch Guide 31

Getting started Standard 1.0

Configuration tasks

Introduction

Configuration of the switch to communicate with Symposium Call Center Server involves installing and configuring the EIU, installing and configuring ICM, configuring the switch, and configuring Symposium Call Center Server.

Note: The rules for the EIU also apply to the 3PC card.

Before you begin

Before you begin to install and configure either the EIU or the ICM link, you must ensure you have performe d all tasks and recorded all required information as detailed in the following list:

! Obtain an EIU Media Access Control (MAC) address from Nortel

Networks. You can request a MAC address by e-mailing a request to Nor tel

Networks at the following ad dress:

macadd@nortelnetworks.com

! Ensure that Nortel Networks enabled the DMS feat ures for ACD routing

and the ICM link (Software Option Control [SOC]).

! Configure ACD groups and the included agents on the switch. ! Install the three required DMS EIU circuit packs. ! Datafill the DMS IP interface tables. ! Install the necessary client drivers (for example, an IVR and TAPI). ! Test the TCP/IP link between the client application and the DMS EIU

interface.

! Install all required applications (for example, IVR system and Symposium

Call Center S erver). If your installation of Symposium Call Center Server includes a router system

and firewall, you must also complete these tasks:

! Install the network cable from the EIU to the router and firewall. ! Configure the DMS side router and firewall.

32 Symposium Call Center Server

April 2004 Getting started

! Install the network cable from the router to the Channel Service Unit (CSU)

or any other transport device.

! Install the client CSU. ! Configure the connection between the DMS CSU and the client CSU. ! Configure the connection between the DMS CSU and the client router and

firewall.

! Configure the connection between the client router and firewall, and the

client applications (for example, IVR system, Windows 2000 Server, and

Symposium C all Center S erver).

! Configure the client-side router and firewall.

Installing and configuring the EIU

To install and configure the EIU, you must perform these tasks on the switch:

! Install the EIU on the switch. ! Confirm the EIU is present and lists all entries as dis played in tabl e

LIUINV.

! Configure an IP address for the switch in table IPNETWRK. ! Configure IP addresses for the EIU in table IPHOST. ! Configure the EIU in table IPTHRON.

For more information, refer to the Ethernet Interface Unit User Guide (NTP 297-8991-910) and the ICM Router Guide (NTP 297-2233-903).

Installing and configuring ICM

To install and configure ICM, you must ensure that the following tasks have been performed on the switch:

! Install ICM on the EIU. ! Configure the office parameters in the following table:

OFCENG Allocates resources for switch activiti es.

Symposium and DMS/MSL-100 Switch Guide 33

Getting started Standard 1.0

OFCOPT Categorizes ICM messages in groups (this table is

maintained by Nortel Networks ). Note: For ICM CCM010 (SCAI12), do not enable the

Network_ICM_Active feature.

OFCVAR Contains the operating parameters that the operating

company can change.

34 Symposium Call Center Server

Chapter 2

Configuring the switch

In this chapter

Overview 36

Section A: Configuring the ICM link parameters 37 Section B: Configuring switch resources 53 Section C: Checking the server configuration 79

Symposium and DMS/MSL-100 Switch Guide 35

Configuring the switch Standard 1.0

Overview

This chapter provides procedures for configuring the switch to work with Symposium Call Center Server. It assumes that the switch is running software load CCM010/SCAI12 or later; an EIU has been provisioned for the ICM link; and the ICM software is load ICM00001 or higher.

36 Symposium Call Center Server

April 2004 Configuring the switch

Section A: Configuring the ICM link

parameters

In this section

Overview of configuring the server logon 38 Configuring SCAICOMS 43 Configuring BGDATA 44 Configuring SCAIGRP 46 Configuring SCAISSRV 47 Configuring SCAIPROF 49 Configuring CUSTNTWK 51

Symposium and DMS/MSL-100 Switch Guide 37

Configuring the switch Standard 1.0

Overview of configuring the server logon

Introduction

Symposium Call Center Server must log on to the switch using an ICM linkset before it can acquire switch r esour ces and exchange messages. Up to 96 linksets can be configured on each switch. A linkset can only be associated with one installation of Symposium Call Center Server. Similarly, Symposium Call Center Server can only be associated with one linkset to the switch. To allow Symposium Call Center Server to log on to the switch, you must configure the following tables on the switch:

SCAICOMS Defines linkset names and assigns them to the appropriate

hardware device. This enables a logical pathway through the EIU to Symposium Call Center Server.

BGDATA Allows mu ltiple switches to share MDC features. This table

associates a business group ID (BGID) with a customer group.

SCAIGRP Associates a business group ID for a customer group with a

linkset. The parameters specified allow Symposium Call Center Server to log on to the switch.

SCAISSRV Defines a series of profiles for ICM messages, and what

information is included in the messages.

SCAIPROF Assigns services to Symposium Call Center Server by

associatin g them with a linkset.

CUSTNTWK Assigns a network ID to your organization’s network. The

network ID identifies your organization’s network within the telephony environment.

Before you begin

Before you perform this procedure, log on to the switch from a Maintenance Administration Positi on (MAP) terminal with a u ser ID that has the privilege levels required to ch ange these ta bles.

38 Symposium Call Center Server

April 2004 Configuring the switch

Configuring ICM security

In order to establish a secure ICM session, you must configure the following parameters on the switch:

! Linkset name

This is the u ser-defined name for the server in Symposium Call Center

Server as it is known to the switch. The linkset name creates a logical

pathway to the server on the EIU. The linkset name is configured in table

SCAICOMS. For information on the linkset name and other parameters

that can be configured in table SCAICOMS, see “Configuring

SCAICOMS” on page 43.

! Remote host IP address

The remote host IP a ddress entered must matc h the IP address of th e s erver

in Symposium Call Center Server on th e ELAN. The remote host I P

address is configured in table SCAICOMS. For information on the remote

host IP address and other parameters that can be configured in table

SCAICOMS, see “Configuring SCAICOMS” on page 43.

! Linkset password

The security feature, along with a valid user ID, enables a user to log on to

the switch. Customers assign passwords. The Linkset password is

configured in table SCAIGRP. For information on the Linkset password

and other parameters that can be configured in table SCAIGRP, see

“Configuring SCAIGRP” on page 46.

For information on firewalls and packet filtering, see the ICM Router

Guide.

Symposium and DMS/MSL-100 Switch Guide 39

Configuring the switch Standard 1.0

Configuring logon

The following illustration displays the tables you must update to allow Symposium Call Center Server to log on to the switch. The illustration displayed is an example. Data varies depending on the specific conditions of your call center.

SCAISSRV

SUBSERV

CTXEVENT10$ ACDEVENT11$

. . .

SCAIPROF

PROFKEY PROFILE

BESTAIRTOR1 11 (CTXEVENT10$) (ACDEVENT11$) (ACDEVENT11$) (TPCC09$) (RESOURCE11$) (TPAC36$) (SCAI3WC09$) (DNQUERY07$) (TPQC10$) (ICCM10$)

SCAICOMS

LINKSET SCAILNKS (IP address of the server)

BEST AIRT OR1 TCP 50.100.77.65

CUSTENG

CUSTNAME

BESTAIR

CUSTNTWK

CUSTNAME NETNAME NETCGID OPTIONS

BESTAIR PUBLIC 50$ (CLID OFFNET) (ECM) $

BGDATA

BGID OPTIONS

LOCAL 5 $ (CUSTGRP BESTAIR N 10 Y 0 0 ) $

SCAIGRP

SCAIGNAM PASSWORD NETNODID BGID OPTIONS

BESTLOGIN1 BESTPWD 50 LOCAL 5 (LINKSET BESTAIRTOR1)

G101335

40 Symposium Call Center Server

April 2004 Configuring the switch

The following illustration sh ows th e relationships between the parameters in these tables:

SCAISSRV

SUBSERV

CTXEVENT10$ ACDEVENT11$

. . .

SCAICOMS

LINKSET SCAILNKS (IP address of the server)

BESTAIR T OR1 TCP 50.100.77.65

CUSTENG

CUSTNAME

BESTAIR

Customer group name

Service Service

Linkset name

SCAIPROF

PROFKEY PROFILE

BESTAIRTOR1 11 (CTXEVENT10$) (ACDEVENT11$)

(ACDEVENT11$) (TPCC09$) (RESOURCE11$) (TPAC36$) (SCAI3WC09$) (DNQUERY07$) (TPQC10$) (ICCM10$)

CUSTNTWK

CUSTNAME NETNAME NETCGID OPTIONS

BESTAIR PUBLIC 50$ (CLID OFFNET) (ECM) $

BGDATA

BGID OPTIONS

LOCAL 5 $ (CUSTGRP BESTAIR N 10 Y 0 0 ) $

SCAIGRP

SCAIGNAM PASSWORD NETNODID BGID OPTIONS

BESTLOGIN1 BESTPWD 50 LOCAL 5 (LINKSET BESTAIRTOR1)

Symposium and DMS/MSL-100 Switch Guide 41

Customer group ID

Linkset name

G101336

Configuring the switch Standard 1.0

To enter and edit data in the tables

If you have entered an incorrect parameter in a table, you can change the parameter without discarding the parameters that have been entered correctly.

To change an incorrect parameter.

1 Access the table for which you want to edit the incorrect parameter by

typing table <table name> at the prompt (>), and then press Enter. 2 Type CHA at the prompt, and then press Enter. This allows you to step

through each parameter in the table. 3 If each parameter is correct, press Enter. If not, edit the parameter, and

then press Enter. 4 Continue to press Enter until the prompt appears before the incorrect

parameter.

5 Delete the incorrect parameter and enter the correct parameter. 6 To save the changes, type quit, and then press Enter. 7 Press Enter to exit the table.

Printing data in the tables

You might want to refer to inf ormati on conf igured in the serv er log on tables. F or example, you might w ant to identify, as part of the project management function, information such as ACDGRP information, RAN and music routes, and threshold s routes. Prin t a hard copy of this information during configuration of the switch to quickly be ab le to referenc e the informati on if you intend to modi fy the configuration parameters at a later date.

42 Symposium Call Center Server

April 2004 Configuring the switch

Configuring SCAICOMS

Introduction

Table SCAICOMS defines linkset names and assigns them to the appropriate hardware de vice. This ena bles a logical pat hway th rough the EIU to Symposi um Call Center Server.

To update table SCAICOMS

1 Edit the SCAICOMS table by typing table SCAICOMS and pressing Ente r.

Result: The > prompt appears. 2 Type add and press Enter.

Result: The LINKSET prompt appears. 3 For LINKSET, type a name for the server in Symposium Call Center Server

as it is known to the switch, then press Enter. The LINKSET name creates

a logical pathway to the server on the EIU.

Result: The LINKSEL prompt appears. 4 Identify the connection type as TCP and press Enter.

Result: The IP_ADDR prompt appears. 5 The IP address entered must match the IP address of the server in

Symposium Call Center Server on the ELAN. To obtain the IP address of

the server in Symposium Call Center Server, follow the procedure in

“Checking the server configuration” on page 81.

Result: The utility prompts you to save the new linkset. 6 Type Y and press Enter. 7 To exit from the table, type quit and press Enter.

Symposium and DMS/MSL-100 Switch Guide 43

Configuring the switch Standard 1.0

Configuring BGDATA

Introduction

T able BGDATA allows you to configure multiple switches so that they can share MDC features. This table associates a business group ID (BGID) with a customer group. A business group is an entity that represents your organization on the switch.

Note: In CCM010/SCAI12, the switch network ID is used as the node ID.

To update table BGDATA

1 Edit the BGDATA table by typing table BGDATA and pressing Enter.

Result: The > prompt appears. 2 Type add and press Enter.

Result: The BGID prompt appears. 3 Type the Business Group ID, in the format LOCAL GRPNUM, and pres s

Enter.

Result: The BGXLA prompt appears. 4 Type $ and press Ente r.

Result: The OPTIONS prompt appears. 5 Type CUSTGRP and press Enter.

Result: The CUSTGRP prompt appears. 6 Type the name of your customer group and press Enter.

Result: The MBG prompt appears. 7 Type n and press Enter.

Result: The NUMLINES prompt appears. 8 Type 0 (zero) and press Enter.

Result: The INTRAGRP prompt appears. 9 Type y and pres s Ente r.

44 Symposium Call Center Server

April 2004 Configuring the switch

Result: The LSCFN prompt appears. 10 Type $ and press Enter.

Result: The LCSINCPT prompt appears. 11 Type 0 (zero) and press Enter.

Result: The OPTION prompt appears. 12 Type 0 (zero) and press Enter.

Result: The utility prompts you to save the new business group ID. 13 Type Y and press Enter. 14 To exit from the table, type quit and press Enter.

Symposium and DMS/MSL-100 Switch Guide 45

Configuring the switch Standard 1.0

Configuring SCAIGRP

Introduction

Table SCAIGRP associates a business group ID for a customer group with one or more linksets. Each group is given a password, network node ID, links et , and an associa ted BGID. Th ese parameters allow Symposium Call Center Server to log on to the switch.

To update table SCAIGRP

1 Edit the SCAIGRP table by typing table SCAIGRP and pressing Enter.

Result: The > prompt appears. 2 Type add and press Enter.

Result: The SCAIGNAM prompt appears. 3 Enter the SCAIGRP name.

Result: The PASSWORD prompt appears. For more information, see,

“Switch Password” on page 85.

4 Enter the password that Symposium Call Center Server uses to log on to

the switch.

Result: The NETNODID prompt appears. 5 Enter the customer network ID that you defined in table CUSTNTWK.

Result: The BGID prompt appears. 6 Enter the business group ID that you defined in table BGDATA.

Result: The OPTIONS prompt appears. 7 Configure the following option for Symposium Call Center Server:

Option Value

LINKSET The linkset name defined for the server in table SCAICOMS.

You must type $ after the last linkset name for the group.

Result: The utility prompts you to save the new configuration. 8 Type Y and press Enter. 9 To exit from the table, type quit and press Enter.

46 Symposium Call Center Server

April 2004 Configuring the switch

Configuring SCAISSRV

Introduction

Table SCAISSRV defines a series of profiles for ICM messages, and specifies what information is includ ed in th e mess ages. The switch m ak es thes e mes sages available to Symposium Call Center Server.

The table below indicates the default configuration of table SCAISSRV. Nortel Networks recommends that you use the default configuration for Symposium Call Center Server.

Note: If yo u edit the parameters in table SCAISSRV, you must restart Symposium Call Center Server for the ch anges to take e ffect. You ca nnot make any changes to the default services (any service with a $ at the end). You must build custom services to make the changes you require.

SUBSERV SPROFILE

ACDEVENT11$ ACDEVENT (CALLQ UED Y Y Y Y Y Y Y Y Y Y ) (CALLOFFR Y Y Y

Y Y Y Y Y Y Y Y) (CALLANSWR Y Y Y Y Y Y Y Y Y Y Y) (CALLREL Y Y Y Y Y) (AGTLGDIN Y Y Y) ( AGTLGDOUT Y Y) (AGTREADY Y Y)

(AGTNREAD Y Y Y N) (LOBEVENT Y Y Y) (EMKEVENT

Y Y Y Y Y Y)$ CALLINIT07$ CALLINIT (MAKECALL Y Y )$ CTXEVENT10$ CTXEVENT (SETOFFHK Y Y ) (CALLOFFR Y Y Y Y Y Y Y Y Y Y Y

Y Y)

(CALLANSWR Y Y Y Y Y Y Y Y Y Y Y Y Y) (CALLREL

Y Y Y) (CALLNAME Y Y Y Y Y)$ DNQUERY07$ DNQUERY (DNQUERY Y)$ ICCM10$ ICCM (SETCDNST )$

Symposium and DMS/MSL-100 Switch Guide 47

Configuring the switch Standard 1.0

SUBSERV SPROFILE

RESEVENT10$ RESEVENT (SETOFFHK Y Y ) (CALLOFFR Y Y Y Y Y Y Y Y Y Y Y

Y Y)

(CALLANSWR Y Y Y Y Y Y Y Y Y Y Y Y Y) (CALLREL

Y Y Y) (CALLNAME Y Y Y Y Y)$ RESOURCE11$ RESOURCE (ACDQUERY ) (APPSTQRY Y Y Y Y Y)$ ROUTING35$ ROUTING (CALLRECDC Y Y Y Y Y Y Y Y Y Y) (CALLREDIR Y Y

Y)$ SCAI3WC09$ SCAI3WC (CONSULTEV Y) (CONFEVNT Y) (TRANSFEREV Y)

(ADDPT Y Y Y Y) (CONFPTY Y) (DROPPTY Y Y)

(TRANPTY Y)$ SCAICC08$ SCAICC (ANSWCALL ) (RELSCALL Y) (HOLDCALL )

(UNHOLDCALL ) (CALLUNHELD Y)$ SCAIMWTI07$ SCAIMWTI (MSGWAIT Y Y Y)$ TPAC36$ TPAC (LOGINAGT Y Y N) (LOGOUTAGT Y) (READYAGT Y)

(NREADYAGT Y N)$ THIRDPTY$ TPAC ( ADDPTY Y Y Y) (DROPPTY Y Y) (MAKECALL YY)$ TPCC09$ TPCC (ANSWCALL ) (RELSCALL Y) (CONSULTEV Y)

(CONFEVNT Y) (TRANSFEREV Y) (HOLDCALL )

(UNHOLDCALL ) (CALLUNHELD Y) (ADOPTY Y Y Y)

(CONFPTY Y) (DROPPTY Y Y) (TRANPTY Y)

(MAKECALL Y Y)$ TPCC11$ TPCC (CONSULTEV Y) (CONFEVNT Y) (TRANSFEREV Y)

(ANSWCALL) (RELSCALL Y) (HOLDCALL)

(UNHOLDCALL) (CALLUNHELD Y) (ADOPT Y Y Y Y

Y) (CONFPTY Y) (DROPPTY Y Y) (TRANPTY Y)

(MAKECALL Y Y)$ TPQC10$ TPQC (ROUTECALL) (GIVETRMT) (TRMTCOMP)$

48 Symposium Call Center Server

April 2004 Configuring the switch

Configuring SCAIPROF

Introduction

Table SCAIPROF defines the types of information sent by the switch to Symposium C all Center S erver.

Note: If yo u edit the para meters in table SCAIPROF, you must r estart Symposium C all Center Server for the changes to take effect.

To update table SCAIPROF

1 Edit the SCAIPROF table by typing table SCAIPROF and pressing Enter.

Result: The > prompt appears.

2 Type add and press Enter.

Result: The utility prompts for the LINKSET.

3 Enter the linkset name from table SCAICOMS.

Result: The utility prompts for the SRVCID.

4 Enter the Service ID. For more information, see “Service ID” on page 85.

Symposium and DMS/MSL-100 Switch Guide 49

Configuring the switch Standard 1.0

5 Respond to the prompts to create the group. The following prompts require

special values for use with Symposium Call Center Server:

Prompt Value

PROFKEY Enter the linkset name and service ID. PROFILE CTXEVENT10$ (to support secondary DN keys) PROFILE ACDEVENT11$ (to support ICM) PROFILE ROUTING35$ PROFILE TPCC11$ (to allow Symposium Call Center Server to transfer

calls) PROFILE RESOURCE11$ (to support status messages) PROFILE TPAC36$ (to support agent logon/logoff, make ready/not

ready, walkaway codes) PROFILE CALLINIT07$ PROFILE SCAI3WC09$ (to allow monitoring of secondary DN keys for

transfer and conference s) PROFILE DNQUERY07$ (to report the state of secondary DN keys) PROFILE SCAICC08$ (to release or answer calls on the secondary DN) PROFILE TPQC10$ (to support call treatments) PROFILE ICCM10$ (to support CDNs and call routing)

When you finish entering responses, type $. For information about the prompts, refer to the Translations Guide.

Result: The utility prompts you to save the new configuration. 6 Type Y and press Enter. 7 To exit from the table, type quit and press Enter.

50 Symposium Call Center Server

April 2004 Configuring the switch

Configuring CUSTNTWK

Introduction

The table CUSTNTWK assigns a net w ork ID to a customer group. The network ID identifies your organization’s network within the telephony environment. Follow the procedure in this section to configure the ECM option.

Before you begin

Ensure that the network name is defined in table NETNAMES.

To configure the ECM option

1 Edit the CUSTNTWK table by typing table CUSTNTWK and pressing

Enter.

2 Type $ and press Ente r.

Result: The OPTIONS prompt appears. 3 You must add ECM to the last entry. 4 Set the following option for use with Symposium Call Center Server:

Option Description

ECM This option configur es the network to rec eiv e SCAI message s

from the switch.

5 Type Y and press Enter. 6 To exit from the table, type quit and press Enter.

Symposium and DMS/MSL-100 Switch Guide 51

Configuring the switch Standard 1.0

52 Symposium Call Center Server

April 2004 Configuring the switch

Section B: Configuring switch resources

In this section

Overview of configuring switch resources 54 Configuring RAN and music routes 56 Configuring ACD groups 57 Configuring ACD subgroups 65 Configuring DNs 66 Configuring agent phonesets 69 Configuring supervisor phonesets 74 Configuring logon IDs 76

Symposium and DMS/MSL-100 Switch Guide 53

Configuring the switch Standard 1.0

Overview of configuring switch resources

Introduction

You must ensure that the following resources are correctly configured on the switch:

! RAN and music routes ! ACD groups and subgrou ps ! hunt groups ! directory numbers (DNs) ! agent phonesets ! agent logon IDs

Note: The resources configured on the switch must have matching data configured on Sympo sium Call Center Ser ver. If, at an y time, y ou edit an y of th e data on Symposium Call Center Server, you must reconfigure the resource on the switch.

Configuring the switch to communicate with Symposium Call Center Server

To enable Symposium Call Center Server to communicate with the switch, perform the following tasks on the switch:

! Configure the switch to enable it to connect with the server. This involves

datafilling the following tables: SCAICOMS, SCAISSRV, SCAIPROF,

CUSTNTWK, BGDATA, and SCAIGRP.

! Configure recorded announcements (RANs) and music routes. ! Configure ACD groups. Each Controlled Directory Number (CDN),

primary or supplementary ACD-DN, and phoneset must be assigned to an

ACD group.

! Configure ACD subgroups. You can use subgroups to divide agents into

smaller groups for sup por t and mon it ori ng. Ea ch sub g ro up ca n be assigned

a supervisor.

54 Symposium Call Center Server

April 2004 Configuring the switch

! Configure each CDN to be acquired by the server and each primary or

supplementary ACD-DN to be monitored by the server.

! Configure the phonesets to be acquired and monitored by the server. ! Configure the logon IDs that agents and supervisors use to log on to their

phonesets (this is only required if it is required by the office parameters).

Configuring the server

To configure Symposium Call Center Server to acquire and monitor switch resources, you must perform these tasks from the System window on the client:

! Configure and acquire CDNs. ! Configure and acquire phonesets. ! Configure RAN and music routes. ! Configure Di aled Number Identificatio n Services (DNISs) that you want

the server to monitor.

! Configure agents and supervisors.

For detailed i nstruc tions , refer to the Admi nistr at or’s Guide. If you are using the Symposium Web Client, refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions.

Symposium and DMS/MSL-100 Switch Guide 55

Configuring the switch Standard 1.0

Configuring RAN and music routes

Introduction

You can use RAN and music routes t o pro vide feedba ck to c aller s whil e the y ar e waiting in queue. You might want to configure a RAN informing callers of the amount of time they can expect to remain in que ue b ef ore their call is a nswe re d. While they wait in queue, you can define a specific type of music that they hear.

Configuration of RAN and music routes involves the following tasks:

1. Define trunks to be used for music and RAN in table CLLI (Common

Language Locator Identifier).

2. Define RAN circuits in table DRAMS (Digitally Recorded Announcement

Machine).

3. Configure announcements and music in table ANN.

4. Associate announcements and musi c wi th t runk cards in table ANNMEMS.

5. Record announcements with the DRAMREC utility.

6. Define treatments in table AUDIO.

Note: Table AUDIO defines audio routes available for broadcast for ACD

groups. If you use a GIVE RAN or a GIVE MUSIC command in a script,

you must include a parameter specified in the AUDIO table.

7. Associate treatments with routes in table OFRT (office route) or IBNRTE.

Assign the ACDQ parameter to routes you w ant to make available to

Symposium C all Center S erver.

8. Associate routes with ACD groups in table ACDGRP.

9. Define overflow treatments in table A CDRTE. (This is not requir ed for call

center functionality. It is only required for enhanced default routing). For detailed i nstructions, see the Translations Guide.

56 Symposium Call Center Server

April 2004 Configuring the switch

Configuring ACD groups

Introduction

An ACD grou p is a l ogical group that contai ns a set of prima ry or sup plementary ACD-DNs, phonesets, and agents. You must create at least two types of ACD groups—one for the CDNs acquir ed b y Symposium Cal l Center Ser ve r, and one for phonesets and agents.

If you want to prevent calls from immediately being presented to agents after they release a call, you can configure options such as Variable Wrap or Not Ready on Secondary DN for an ACD group.

Notes:

1. Alternatively, you can configure the Variable Wrap or Not Ready on

Secondary DN options for groups.

2. Do not configure the night service option for your ACD groups. Note: An agent can log on t o any phoneset pr ovid ing th at he or s he enter s a v alid

logon ID. However, to ensure that the agent can use all of the key-enabled features av aila ble, the agent mus t log on to the phone set that has be en confi gured as his or her unique Positi on ID. F or re porti ng purpos es, an agent must log on to a phoneset configured as part of the ACD group to which the agent belongs.

Before you begin

Before you perform this procedure, you must perform the following tasks:

! Log on to the switch from a MAP terminal with a user ID that has the

privilege levels required to change the ACDGRP tables.

To configure ACD groups for the CDN

1 Edit the ACDGRP table by typing table ACDGRP and pressing Enter.

Result: The > prompt appears. 2 Type add and press Enter.

Symposium and DMS/MSL-100 Switch Guide 57

Configuring the switch Standard 1.0

Result: The ACDNAME prompt appears. 3 Enter a name for the ACD group.

Result: The utility prompts you for the CUSTGRP. 4 Enter a name for the customer group of the ACD-DN.

Result: The utility prompts you for the ACDRNGTH. 5 Enter a valid value. (The default value is 0.)

Result: The utility prompts you for the THROUTE. 6 Enter a valid value.

Result: The utility prompts you for the NSROUTE. 7 Enter a valid value.

Result: The utility prompts you for the PRIOPRO. 8 Enter a valid value.

Result: The utility prompts you for the DBG. 9 Enter a valid value.

Result: The utility prompts you for the MAXCQSIZ. 10 Enter a value between 0–511.

Note: Nortel Networks recommends you use a number around 511 for

CDNs. For acdgroups, you can use a number based on the number of

agents and the hold time you want.

Result: The utility prompts you for the MAXWAIT. 11 Enter a valid value.

Result: The utility prompts you for the ACDMIS. 12 Enter a valid value.

Result: The utility prompts you for the MSQS. 13 Enter a valid value.

Result: The utility prompts you for the DISTRING. 14 Enter a valid value.

Result: The utility prompts you for the OBSWTONE. 15 Enter a valid value.

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Result: The utility prompts you for the FRCNGTSV.

ATTENTION

Do not set this value for the CDN.

16 Enter a valid value.

Result: The OPTION prompt appears. 17 Enter a valid CDN.

Result: The DEFAULTGRP prompt appears. 18 Enter the name of the ACD group to which calls are sent when Symposium

Call Center Server is not responding.

Result: The RESPTM prompt appears. 19 Enter the time, in seconds, that elapses before calls are sent to the default

ACD group when Symposium Call Center Server is not responding. Nortel

Networks recommends that you enter a value of 60 seconds. 20 The NETICM prompt appears.NETICM must be defined for use with

CCM010/SCAI12 and subsequent versions. This causes the ACD to use

the node ID defined on the switch, rather than the business group ID

defined in BGDATA, to identify calls.

CAUTION

Risk of malfunction

Do not use this option unless you are using a network ACD. Network ACDs are not supported by Symposium Call Center Server. If you use a network ACD, the switch will take the call and send it to an agent on another switch.

Result: The utility prompts you to save the new ACD group. 21 Type Y and press Enter. 22 Repeat steps 2 through 21 for each ACD group of this type that you want to

create. 23 To exit from the table, type quit and press Enter.

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To configure ACD groups for ACD-DNs, phonesets, and agents

Note: Any modifications to the ACDGRP table must be applied to the default ACD group, not the CDN.

1 Edit the ACDGRP table by typing table ACDGRP and pressing Enter.

Result: The > prompt appears. 2 At the > prompt in the ACDGRP table, type add and press Enter.

Result: The utility prompts you for the ACDNAME. 3 Enter a name for the ACD group.

Result: The utility prompts you for the CUSTGRP. 4 Enter a name for the customer group of the ACD-DN.

Result: The utility prompts you for the ACDRNGTH. 5 Enter a valid value.

Note: The timer value configured on Symposium Call Center Server must

be set to a value lower than the timer value configured on the switch.

Result: The utility prompts you for the THROUTE. 6 Enter a valid value.

Result: The utility prompts you for the NSROUTE. 7 Enter a valid value.

Result: The utility prompts you for the PRIOPRO. 8 Enter a valid value.

Result: The utility prompts you for the DBG. 9 Enter a valid value.

Result: The utility prompts you for the MAXCQSIZ. 10 Enter a value between 0–511.

Result: The utility prompts you for the MAXWAIT. 11 Enter a valid value.

Result: The utility prompts you for the ACDMIS. 12 Enter a valid value.

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Result: The utility prompts you for the MSQS. 13 Enter a valid value.

Result: The utility prompts you for the DISTRING. 14 Enter a valid value.

Result: The utility prompts you for the OBSWTONE. 15 Enter a valid value.

Result: The utility prompts you for the FRCNGTSV. 16 Enter a valid value.

Result: The utility prompts you for the AGTASSN. 17 Enter a valid value. This is required for ICM.

Result: The FORCING prompt appears. Forcing is an option that is not

datafilled unless you are using it in the existing ACD groups.

18 Set FORCING to NONE.

Result: The VARWRAP prompt appears. 19 When an agent releases a call, the Variable Wrap feature prevents another

call from being presented to the agent for a specific period of time. You

must select the Variable Wrap feature and define TIMER (the length of the

wrap period) in seconds.

If TIMER is set to a value greater than 0, once an active call is released, the

agent is not available to receive any new calls for the length of time

specified.

If TIMER is set to the value 0, once the active call is released, the agent

immediately becomes available to receive new calls.

If you do not configure Variable Wrap on the switch, the Release Guard

feature is enabled. Release Guard prevents calls from being presented to

the agent for 1 second after an active call is released.

Result: The NRONSDN prompt appears. 20 Select this option if you do not want Symposium Call Center Server to

present calls to agents who are active on their secondary DN. The server

can only acquire and monitor one secondary DN on each phoneset.

Result: The utility prompts you to save the new ACD group. 21 Type $ to end the datafill for the group.

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22 Type Y to save the TUPLE and press Enter. 23 Repeat steps 2 through 21 for each ACD group of this type that you want to

create.

24 To exit from the table, type quit and press Enter.

Configuring CDNs in controlled and default mode

Table ACDGRP defines an ACD group’s configuration and the options associated with the group. Table ACDGRP must be changed to add the CDN option. The CDN option is used to ind icate a contro lled DN tha t holds incoming calls that are routed by Symposium Call Center Server. Also, the default ACD group and the ICCM_RESP timer are suboptions of the CDN option.

When the CDN is in the CONTROLLED state, the switch does not control the Audio, Overflow, or Routing for a CDN ACDGRP. Calls in the CDN are handled by Symposium Call Center Server. The existing ACDGRP fields, such as ACD Ring Threshold, Priority Promotion, and Forced Night Service, are not meaningful with an ACDGRP that has the CDN option.

You must ensure that the relevant ACD ring thresholds in the ACD group table are set to 0. When you set the ACD ring threshold to 0, the system is able to redirect calls that are not answered quickly enough to another agent. Calls in an ACD group are based on the AC D routing table on the switch. If you do not set the ACD ring threshold to 0, the call might be terminated.

The following table shows all of the fields in table ACDGRP and whether the fields are applicable for a CDN. The fields that are not valid for a CDN ACDGRP can be datafilled in table ACDGRP, but are not used.

Brief descriptions (default value for CDN

Field name

CUSTGRP TYPE IS

ACDRNGTH any valid entry (for

62 Symposium Call Center Server

ACDGRP)

ACD_RING_THRESHOL D {0 to 60}

example, OFRT 1)

Validity for a CDN ACDGRP

April 2004 Configuring the switch

Brief descriptions (default value for CDN

Field name

THROUTE any valid route (for

NSROUTE any valid route (for ex ample

PRIOPRO 0 N DBG N N MAXCQSIZ 0-511

MAXWAIT 0 N ACDMIS N Y MSQS N N DISTRING NONE N OBSWTONE N N

ACDGRP)

example, OFRT 1)

OFRT 1)

CDN queue size

Validity for a CDN ACDGRP

FRCNGTSV N N

The followi ng ta ble sh o ws all o f the optio ns in ta ble ACDGRP and whether they are compatible for a CDN:

Compatible with CDN

ACDGRP Option

AUDIO N NARS N MAXCQLMT N ACDPSAP N

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(Y/N)

Configuring the switch Standard 1.0

Compatible with CDN

ACDGRP Option

SCAIREDIR N (only compatible for redirection) OVFLINQ N TMDELOFL N ACDDISP N MGTRPT N ACDADMIN N QSL N NRONSDN N ACDCPK N ORGANN N

(Y/N)

FORCING N VARW RAP N TIMECXR N NONIMCUT N ACDXFER N OBSREST 3OVNS QTOMSB

N N N

Table ACDRTE defines the enhanced overflow routes that a group can take. It also defines t he audio tr eatments t hat A CD g roups use. The ro utes de fined f or an ACD group in table ACDRTE are not applied for calls in the CDN.

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Configuring ACD subgroups

Introduction

You can use subgroups to divide agents into smaller groups for support and monitoring. Assign a superviso r to each subgroup. The super visor must log on at the phoneset in that subgroup that is configured as the supervisor phoneset.

Before you begin

Before you perform this procedure, you must complete the following tasks:

! Log on to the switch from a MAP terminal with a user ID that has the

privilege levels required to change the ACDGRP table.

! Define the ACD group to which the ACD subgroup belongs in table

ACDGRP (see “Configuring ACD groups” on page 57).

To configure ACD subgroups

1 Edit the ACDSGRP table by typing table ACDSGRP and pressing Enter.

Result: The > prompt appears. 2 Type add and press Enter.

Result: The ACDNAME prompt appears. 3 Enter the name of the ACD group to which this subgroup belongs.

Result: The utility prompts for the subgroup number. 4 Enter the number of the subgroup. 5 Continue responding to the prompts to define the subgroup. (For more

information about the prompts, see the Translations Guide.)

Result: The utility prompts you to save the new ACD subgroup. 6 Type Y and press Enter. 7 Repeat steps 2 through 6 for each subgroup that you want to define. 8 To exit from the table, type quit and press Enter.

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Configuring DNs

Introduction

In table DNROUTE, you must configure each of the Controlled Directory Numbers (CDNs) that Symposium Call Center Server monitors. You must also configure any ACD-DNs and supplementary DNs that you are using.

In the event that Sym posium Call Center Server is unable to h andle calls, ACD-DNs provide a backup call distribution system to route calls.

Note: Supplementary DNs are usually used for 1-800 numbers.

Before you begin

Before configuring DNs, you must perform the following tasks:

! Log on to the switch from a MAP terminal with a user ID that has the

privilege levels required to change the DNROUTE table.

! Define the ACD group to which the DNs belong in table ACDGRP (see

“Configuring ACD groups” on page 57).

! Define the are a code (SPA) and exchange (office code) in table

TOFCNAME (see the Translations Guide).

To config ure a CD N

1 Edit the DNROUTE table by typing table DNROUTE and pressing Enter.

Result: The > prompt appears. 2 Type add and press Enter.

Result: The AREA prompt appears. 3 Enter the area code for the CDN.

Result: The OFC prompt appears. 4 Enter the office code for the CDN.

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Result: The STAT prompt appears. 5 Enter the remainder of the directory number for the CDN.

Result: The DN_SEL prompt appears. 6 Type FEAT and press Enter.

Result: The FEATURE prompt appears. 7 Type ACD and press Enter.

Result: The ACDGRP prompt appears. 8 Type the name of the ACD group you defined for this CDN in table

ACDGRP and press Enter.

Result: The DNTYPE prompt appears. 9 If you are assigning the first DN to the group, type PRIM and press Enter.

You must define all other DNs as SUPP.

Result: The TRUNK prompt appears. 10 Type 0 (zero) and press Enter.

Result: The LINE prompt appears. 11 Type 0 (zero) and press Enter.

Result: The utility prompts you to save the new CDN. 12 Type Y and press Enter. 13 Repeat steps 2 through 12 for each CDN that you want to define. 14 To exit from the table, type quit and press Enter.

To config ure an ACD-DN or supplementary DN

1 Edit the DNROUTE table by typing table DNROUTE and pressing Enter.

Result: The > prompt appears. 2 Type add and press Enter.

Result: The DN prompt appears. 3 Enter the DN for the ACD-DN or supplementary DN.

Result: The DN_SEL prompt appears.

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4 Type FEAT and press Enter.

Result: The FEATURE prompt appears. 5 Type ACD and press Enter.

Result: The ACDGRP prompt appears. 6 Continue responding to the prompts to define the ACD-DN or

supplementary DN. (For more information about the prompts, see the

Translations Guide.) To define an ACD-DN, at the DNTYPE prompt, type

PRIM. To define a supplementary DN, at the DNTYPE prompt, type SUPP.

Result: The utility prompts you to save the new ACD-DN or supplementary

DN.

7 Type Y and press Enter. 8 Repeat steps 2 through 7 for each ACD-DN that you want to define. 9 To exit from the table, type quit and press Enter.

Configuring CDNs on the server

CDNs configured on the switch must have matching data configured on Symposium Call Center Server. If, at any time, you edit any of the data on Symposium Call Center Server, you must reconfigure the resource on the switch. For more information, refer to the Administrator’s Guide. If you are using the Symposium Ca ll Center Web Client, refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions.

Note: If you intend to reconfigure a CDN, you must first deacquire the CDN, edit the configuration parameters, and then reacquire the CDN.

Configuring DNISs on the server

If you want Symposium Call Center Server to report on calls to your primary and supplementary ACD-DNs, you must configure them as Dialed Number Identifi cat ion Services (DNISs) o n t h e ser ver. For more information, refe r t o the Administrator’s Guide. If you are using the Symposium Call Cente r Web Client, refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions.

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Configuring agent phonesets

Introduction

You must configure e ach phoneset that Symposium Call Center Server acquires. The server must acquire phonesets so that it can

! monitor the status of each phoneset ! present calls to each phoneset

Phoneset keys

An agent can log on to an y phonese t pro viding that he or s he enters a va lid logon ID. However, to ensure that the agent can use all of the key-enabled featur es available to him or her, the agent must log on to the phoneset that has been configured as his or her unique Position ID.

Note: For reporting purposes, an agent must log on to a phoneset configured as part of the ACD group to which the agent belongs.

The following ta ble lists special considerations for ag ent phoneset keys when you are using Symposium Call Center Server:

3-Way Conference

Fast Transfer

A call is pegged as a conference when the agent presses the 3WC key, and then co mpletes the c all.

A call is peg ged as a t ransfer when the a gent u ses the F ast Transfer key, and then co mpletes the c all.

DN The Secondary DN key is usually used for personal calls.

Symposium Call Center Server can only acquire and monitor one secondary DN on each agent phoneset.

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Line of Business

Symposium Call Center Server can report on the time agents spend on different types of calls. To use this feature, you must enable the LOB feature on the switch, and def ine all acti vit y codes on Symposium Call Center Server. When you define activity codes on the server, it allows you to give useful names to the activity codes (for example, Sales or Support) for reporting purposes.

Not Ready Nortel Networks r ecomme nds tha t you co nf i gure a Not Ready ke y

on the phoneset. If you do not do this, Symposium Call Center Server cannot report when the agent is in Not Ready status. Agents can use the Not Ready key in conjunction with an activity code to indicate the reason they are in Not Ready status.

Emergency Key

To enable the emergency screen pop on the supervisor’s workstation, configure EMK for Position ID instead of DN. When an agent presses the Emergency key, Symposium Call Center Server uses the Position ID to identify the correct supervisor.

Dial Intercom

Nortel Networks recommends that you do not configure this key on the agent phoneset. If agents use this key, the agent status is incorrectl y reported on the real-tim e display.

Hotline Nortel Networks recommends that you do not configure this key

on the agent phoneset. If agents use this key, the agent status is incorrectl y reported on the real-tim e display.

Private Line

Nortel Networks recommends that you do not configure this key on the agent phoneset. If agents use this key, the agent status is incorrectl y reported on the real-tim e display.

Voice Call Nortel Networks recommends that you do not configure this key

on the agent phoneset. If agents use this key, the agent status is incorrectl y reported on the real-tim e display.

Before you begin

Before configuring a phoneset, you must perform the following tasks:

! Log on to the switch from a MAP terminal with a user ID that has the

privilege levels required to access the SERVORD utility.

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! Define the ACD group to which the agent phoneset belongs in table

ACDGRP (see “Configuring ACD groups” on page 57).

! Define the ACD subgroup to which the agent phoneset belongs in table

ACDSGRP (see “Configuring ACD subgroups” on page 65).

Configuring agent phonesets

1 Start the Service Orders utility by typing SERVORD and pressing Enter.

Result: The > prompt appears. 2 Type new $ and press Enter.

Result: The DN prompt appears. 3 Enter the DN for the In Calls key on the phoneset.

Result: The LCC_ACC prompt appears. 4 Enter a valid value. This is the value of the set type (for example, m2616).

The result that appears after you enter this value varies depending on the

type of set you are using.

Result: The GROUP prompt appears. 5 Type the name of the customer group to which you added the ECM in the

CUSTNTWK table.

Result: The SUBGRP prompt appears. 6 Type the name of the customer subgroup to which the agent phoneset

belongs (usually 0) and press Enter.

Result: The NCOS prompt appears. 7 Enter a valid value.

Result: The SNPA prompt appears. 8 Enter a valid value.

Result: The KEY prompt appears. 9 Enter a valid value.

Result: The RINGING prompt appears. 10 Type Y and press Enter.

Result: The LEN_OR_LTID prompt appears.

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11 Enter a valid value.

Result: The OPTKEY prompt appears. 12 Type $ and press Enter.

Result: The utility prompts you to save the new phoneset settings.

Tip: Before you save the configuration, ensure that you perform the

following tasks:

! Assign the phoneset a valid DN.

! Assign Make Set Busy (MSB) to valid keys.

! Define any of the following keys, if required:

! secondary DN (only one) ! 3-Way Conference (3WC) ! Line of Business key (LOB) ! Emergency key (EMK) ! Fast Transfer key (FXR)

Notes:

! If you use the EMK, configure it for SuprPosID.

! If you define a secondary DN, the ECM option must be specified for the

secondary DN key.

13 Type Y and press Enter. 14 Repeat steps 2 through 13 for each phoneset you want to define.

Configuring agent phonesets on the server

After configuring agent phonesets on the switch, you must configure them on Symposium C all Center Server. To do so, refer to the Administrator’s Guide. If you are using the Sympos ium Call Center Web Client, refer to the Symposium Call Center Web Client Guide and online Help fo r detailed ins tructions.

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Notes:

1. The agent phonesets configured on the switch must have matching data

configured on Symposium Call Center Server. If, at any time, you edit any

of the data on Symposium Call Center Server, you must reconfigure the

resource on the switch.

2. If you intend to reconfigure an agent phoneset, you must first deacquire the

phoneset, edit the configuration parameters, and then reacquire the

phoneset.

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Configuring supe rvisor phonesets

Introduction

In each ACD subgroup, you must configure one supervisor phoneset. Symposium Call Center Serv er must acqui re thi s phonese t so tha t it can monitor the status of the phoneset.

Phoneset keys

The following table lists special considerations for supervisor phoneset keys when you are using Symposium Call Center Server:

Night Service

Nortel Networks recommends that you do not configure this key on the supervisor phoneset. Symposium Call Center Server does not support this feature.

Before you begin

Before configuring a phoneset, you must perform the following tasks:

! Log on to the switch from a MAP terminal with a user ID that has the

privilege levels required to access the SERVORD utility.

! Define the ACD group to which the supervisor phoneset belongs in table

ACDGRP (see “Configuring ACD groups” on page 57).

! Define the ACD subgroup to which the supervisor phoneset belongs in

table ACDSGRP (see “Configuring ACD subgroups” on page 65).

To configure a super visor phoneset

1 At the > prompt in the servord utility, type new and press Enter.

Result: The DN prompt appears. 2 Enter the DN for the In Calls key on the phoneset.

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3 Continue responding to the prompts to define the phoneset. Be sure to

define the following options:

! position ID

! Observation key (OBS)

! Answer Emergency key (AEMK)

! Agent Status key (ASK)

For more information about these and other available options, see the

SERVORD Reference Manual.

Result: The utility prompts you to save the new phoneset. 4 Type Y and press Enter. 5 Repeat steps 1 through 4 for each supervisor phoneset you want to define. 6 To exit from the table, type quit and press Enter.

Configuring supervisor phonesets on the server

After configuring supervisor phonesets on the switch, you must configure them on Symposium Call Center Se rver. To do so, ref er to the Administrator’s Guide. If you are using the Symposium Call Center Web Client, refer to th e Symposium Call Center Web Client Guide and online Help for detailed instructions .

Notes:

1. The supervisor phonesets configured on the switch must have matching

data configured on Symposium Call Center Server. If, at any time, you edit

any of the d ata on Sympo sium Call Cent er Serv er, you must rec onfi gure the

resource on the switch.

2. If you intend to reconfigure a su pervis or p honeset , you must f i rst de acquir e

the phoneset, edit the configuration parameters, and then reacquire the

phoneset.

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Configuring logon IDs

Introduction

You must configure the logon ID of each agent who logs on to a phoneset monitored by Symposi um Call Cen ter Serv er. I f you add an agent in Symposi um Call Center Server , you must configure the ma tc hin g agent logon parameters on the switch.

Note: An agent can log on to any phoneset providing he or she enters a valid logon ID. However, to ensure that the agent can use all of the key-enabled features av aila ble, the agent mus t log on to the phone set that has be en confi gured as his or her unique Positi on ID. F or re porti ng purpos es, an agent must log on to a phoneset configured as part of the ACD group to which the agent belongs.

Before you begin

Before configuring a logon ID, you must log on to the switch from a MAP terminal with a user ID that has the privilege levels required to change the ACDLOGIN table.

To configure an agent login

1 Edit the ACDLOGIN table by typing table ACDLOGIN and pressing Enter.

Result: The > prompt appears. 2 Type add and press Enter.

Result: The LOGINID prompt appears. 3 Enter the numeric ID that the agent uses to log on to the phoneset.

Result: The CUSTSEL prompt appears. 4 Type N and press Enter.

Result: The PSWDSEL prompt appears.

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5 Type N and press Enter.

Result: The OPTION prompt appears. 6 Select the VARWRAP option.

Result: The VARWRAP prompt appears. 7 When an agent releases a call, the Variable Wrap feature prevents another

call from being presented to the agent for a specific period of time. You

must select the Variable Wrap feature and define TIMER (the length of the

wrap period, in seconds).

If TIMER is set to a value greater than zero (0), once an active call is

released, the agent is not available to receive any new calls for the length of

time specified.

If TIMER is set to the value zero (0), once the active call is released, the

agent immediately becomes available to receive new calls.

If you do not configure Variable Wrap on the switch, the Release Guard

feature is enabled. Release Guard prevents calls from being presented to

the agent for 1 second after an active call is released.

Result: The FORCING prompt appears. 8 Set FORCING to NONE.

Result: The utility prompts you to save the new agent login ID. 9 Type Y and press Enter. 10 Repeat steps 2 through 9 for each agent login ID that you want to define. 11 To exit from the table, type quit and press Enter.

Configuring agents on the server

After configuring agent logons on the switch, you must configure them on Symposium C all Center Server. To do so, refer to the Administrator’s Guide. If you are using the Sympos ium Call Center Web Client, refer to the Symposium Call Center Web Client Guide and online Help fo r detailed ins tructions.

Note: The agent phonesets configured on the switch must have matching data configured on Sympo sium Call Center Ser ver. If, at an y time, y ou edit an y of th e data on Symposium Call Center Server, you must reconfigure the resource on the switch.

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78 Symposium Call Center Server

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Section C: Checking the server

configuration

In this section

Overview of server configuration 80 Checking the server configuration 81 Relationship of server configuration and switch datafill 83

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Overview of server configuration

Installation of Symposium Call Center Server enables you to configure the connection to the switch. After the installation, you can view the configuration information to confirm that it was entered correctly.

Note: This section describes how to view the configuration from a client PC. You can also use the Feature Reports utility on the server. For more information about this utility, refer to the Installation and Maintenance Guide.

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Checking the server configuration

Introduction

This section describes checking the switch connection.

To check the switch connection

1 From the SMI window, choose System Administration ➝ System

Configuration ➝ Server Settings.

Result: The Switch Resource property sheet appears. This property sheet

shows the type of switch to which the server is connected, and how the

server is configured on the switch.

Note: The following section shows the relationships between these fields

and the tuples (parameters and values) in the DMS tables. 2 Click the Advanced button.

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Configuring the switch Standard 1.0

Result: The Switch configuration property sheet appears. This property

sheet contains additional information about the server configuration on the

switch.

3 Click Close to return to the Switch Resource property sheet. 4 Click Close to return to the SMI window .

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Relationship of server configuration and switch datafill

Introduction

This section shows the relationships between fields in the Symposium Call Center Server configuration and tuples in the DMS tables.

Table of relationships

The following table shows the DMS tuples that must match the fields on the Symposium Call Center Server Switch Configuration property page:

Symposium Call Center Server parameter DMS table Data

Switch IP Address IPNETWRK CMIPADDR Network Node SCAIGRP NETNODEID Business Group SCAIGRP BGID Linkset Name SCAIGRP LINKSET Switch Password SCAIGRP PASSWORD

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Predefined values

The following fields in the Symposium Call Center Server configuration have predefined values:

Symposium Call Center Server parameter Value Meaning

Service ID 0–255

(from table SCAIPROF)

Identifies the connection profile parameters for communica ti on between the switch and

Symposium Call Center Server. Application ID Any user-defined value Symposium Call Center Server Service Version 12

13 14 15 16 17

Release CCM010

Release CCM011

Release CCM012

Releases: CCM013, CCM014

Release CCM015

Releases: CCM016, CCM017

Note: To change the Service ID or Service Version, use the Feature Reports utility on the server. These fields must be set correctly to allow you to take advantage of the features of the operating system that you are using.

Symposium Call Center Server logon parameters

Network Node

! uniquely i dentifies a switch (CO switch or PBX) in a customer’s network.

The customer assigns the network node ID to assure a uniqueness in network that might consist of public and private nodes.

! must be a number between 0–32767 ! is keyed to the NETNODID field of the SCAIGRP table

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Business Group

! uniquely identifies a Meridian Business Group (MBG) customer within a

public network

! is assigned by the telephone company, distributor, or end-user ! is keyed to the BGID field of the SCAIGRP table ! must be a number between 1–4194304

Note: An MBG customer is a telephone company customer who uses public facilities to carry customer-specific information. This parameter uniquely identifies a given telephone company MBG customer across a number of switches in a given network, and not only wit hin a given swi tc h. As a r esult, any host applications that establish application-level sessions wi th multiple switches only need to be datafilled with one business group ID per network rather than per switch.

Switch Password

! is a security f eatur e th at, a long wi th a valid user ID, enables a user t o log on

to the switch. The customer assigns passwords.

! maintains a one-to- one rela tions hip wi th th e b usin ess group ID. All Servi ce

IDs of a customer are under the same password.

! is keyed to the PASSWORD field of the SCAIGRP table ! must be between 1–8 characters in length

Service ID

! uniquely identifies a service profile for a session. An operating company

can define functions and parameters in service profiles on the switch. The operating company can assign a customer up to eight service IDs.

! is assigned by the telephone company ! is referenced to the PROFKEY field of the DMS SCAIPROF table ! must be a number between 0–255

Application ID

! uniquely identifies Symposium Call Center Server in a customer’s

network—in other w or ds, within the set of publ ic an d pri vate switches with which a customer’s host application can establish a session

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! identifies the specific customer host application (for example, Symposium

Call Center Server, OPEN IVR, TAPI Driver) initiating the logon request

! assigned by the customer ! must be a number between 1–32767. This number must be different for all

the other applications connected to the linkset.

Service Version

! uniquely identifies the application level signaling version on a specific

switch

Succession

CCM release SCAI version DMS release MLS release

rate

CCM10 SCAI12 NA10 MSL12 CCM11 SCAI13 NA11 CCM12 SCAI14 NA12 MSL14 CCM13 SCAI15 NA13 CCM14 SCAI15 NA14 MSL15 CCM15 SCAI16 NA15 CCM16 SCAI17 NA16 CCM17 SCAI17 NA17 MSL17 SE06

Note: Symposium Call Center Server supports a minimum of CCM10. The switch releases must be able to support the intended SCAI version; however, a lower SCAI version can be run from a more recent version of software .

! must be a number between 0–65535

86 Symposium Call Center Server

Chapter 3

Verifying the configuration

In this chapter

Overview 88 Verifying that the server can log on to the switch 89 Verifying ACD groups and subgroups 91 Verifying that phonesets are co rrec tl y con fig ur ed 92 Verifying that agents are correctly configured 94 Verifying that the CDNs are correctly configured 95 Verifying that music and RAN routes are correctly configured 97 Verifying that DNISs are correctly configured 99

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Overview

Introduction

This section describes how to verify that the switch has been set up correctly. Before you continue, ensure that you have configured Symposium Call Center Server as described in the Administrator’s Guide.

Verifying the configuration

You must verify that the switch has been configured correctly. This section explains the procedure you must follow to verify the following configurations:

! Symposium Call Center Server can log on to the switch over the ICM link. ! ACD groups and subgroups are correctly configur ed. ! Agent phonesets are correctly configured. ! Agents and supervisors are configured to log on. ! CDNs are correctly configured. ! Music and RAN routes are correctly configured. ! DNISs (primary and su pplementary ACD-DNs) are correctly configured.

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April 2004 Verifying the configuration

Verifying that the server can log on to the switch

Introduction

Symposium Call Center Server attempts to log on to the switch at startup and— if the link goes do wn—whene v er the li nk becomes a v ailabl e. To allow the serv er to log on, the following conditions must be met:

! The ICM link between the switch and Symposium Call Center Server must

be correctly configured.

! The server logon parameters must be correctly configured.

To verify the integrity of the ICM link

1 At the switch, use the SNPINGCI utility to ping the ELAN IP address of the

server in Symposium Call Center Server. (For more information about the SNPINGCI utility, refer to the DMS Utilities Guide.)

2 On Symposium Call Center Server, open a DOS window and use the PING

command to ping the switch IP address (specified for parameter CMIPADDR in table IPNETWORK).

If the connection fails, th e link is incorrectly configured. Yo u must confirm that the configuration information entered on Symposium Call Center Server matches the information defined in the resources configured on the switch.

Note: If you receive the message “destination net unreachable” when using the ping command, it might be necessary to add a static route to the switch.

To create a static route

1 On Symposium Call Center Server, from the Start menu, select Programs

➝ MS-DOS Prompt.

Result: The MS-DOS Prompt window appear s.

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2 Type the following text:

route add -p cmipaddr route

where cmipaddr is the actual IP address of the server in Symposium Call Center Server, and “route” is the IP address of the nearest router or ICM link on the EIU.

Logon failure

If the logon process is incorrectly configured, Symposium Call Center Server is unable to log on to the switch, and the server cannot acquire CDNs, phonesets, or voice p ort s. These resources display the status “Acquire Fai le d” in the CDNs, Phonesets, and Voice Ports windows on Symposium Call Center Server.

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April 2004 Verifying the configuration

Verifying ACD groups and subgroups

Introduction

To verify that ACD groups and subgroups are correctly defined, use the ACDSHOW utility.

Before you begin

Before verifying the ACD configuration, you must log on to the switch from a MAP termina l with a user ID that has the privilege levels required to ac cess the ACDSHOW utility.

To verify ACD configurations

Check the ACD configuration using the ACDSHOW command. (For more information about this command, refer to the Translations Guide.) Ensure that the following conditions have been met for each ACD group to which ACD-DNs, phonesets, and agents are assigned:

! The AGTASSN option is enabled. ! The Variable Wrap (VARWRAP) option is enabled . When an agent rel eases

a call, the Variable Wrap featur e pre vent s anoth er call from be ing present ed to the agent for a specific period of time. If you do not want to allow wrapup time at the end of a call, set the wrap time to zero (0).

! The Not Ready on Secondary DN (NROSDN) option is enabled. Use this

option if you do not want Symposi um Call Cente r Serv er to pr esent calls to agents who are active on their secondary DN.

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Verifying that phonesets are correctly configured

Introduction

T o verify that a phoneset is correctly configured, ensure that it is configured as a type Meridian Digital Centr ex (MDC), and that all ke ys are cor rectly conf igured. (For information about the interaction of keys and Symposium Call Center Server, see “Configuring agent phonesets” on page 69, and “Configuring supervisor phonesets” on page 74.)

Before you begin

Before verifying the phoneset, you must log on to the switch from a MAP terminal with a us er ID t hat has the pr ivilege levels req uired to acc ess the QLEN utility.

Verifying agent phoneset configurations

To verify that phonesets are correctly configured, check the phoneset configuration using the QLEN command. (For more information about this command, see the SERVORD Reference Manual.) Ensure that the following conditions have been met for each agent phoneset:

! The phoneset type is MDC. ! The phoneset is configured for position ID. ! The phoneset has a Not Ready key. ! The phoneset has an Emergency key. ! The phoneset does not have the following keys: Dial Intercom, Hotline,

Private Line, or Voice Call. Only supervisor phonesets should have these keys configured.

! If you want to use the LOB (activity) c ode f ea tur e, t he p honeset has a LOB

key .

! If you want to distinguish between conferences and transfers, the phoneset

has 3-Way Conference and Fast Transfer keys.

! The ECM option is set on the secondary DN.

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April 2004 Verifying the configuration

Verifying supervisor phoneset configurations

To verify that supervisor phoneset s a re cor rec tly configured, c heck the phoneset configuration using the QLEN command. (For more information about this command, see the SERVORD Reference Manual.) Ensure that the following conditions have been met for each supervisor phoneset:

! The phoneset type is MDC. ! The phoneset has an Emergency key. ! The phoneset does not have a Night Service key. Only agent phonesets

should have this key configured.

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Verifying that agents are corre ctly configured

Introduction

If agents are correctly configured, agents can log on to a phoneset, and their status is correctly repo rted in the agent real-time display.

Before you begin

Ensure that the phoneset has been acquired on Symposium Call Center Server. On a client workstation , open an Agent real-time display window.

To verify agent logons

1 At a phoneset configured as an agent set, pick up the handset. 2 Press the Make Set Busy (MSB) key. 3 Press the Incalls key. 4 Enter the agent’s logon ID.

Result: The Not Ready light goes on and the Make Set Busy indicator goes

off. On the Agent real-time display window, the agent appears with the value “Not Ready” in the In Calls Status column.

5 Press the Not Ready key.

Result: On the Agent real-time display window , the agent’s In Calls Statu s

changes to Idle.

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April 2004 Verifying the configuration

Verifying that the CDNs are corr ectly configured

Introduction

If a Controlled Directory Number (CDN) is correctly configured, Symposium Call Center Server can acquire that CDN, and calls to that CDN are correctly routed.

Before you begin

Before using this procedure, comple te these tasks:

1. Define two CDNs. Ensure that they are correctly configured on both the switch and Symposium Call Center Server.

2. Define two agents. Ensure that the agents are correctly configured on both the switch and Symposium Call Center Server.

3. Define two skillsets on Symposium Call Center Server. Fo r inf or mati on on defining skillsets, refer to the Administrator’s Guide. If you are using the Symposium C all Center Web Client, refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions.

4. Assign one agent to each skillset on the server. For information on assigning skillsets to agents, refe r to the Administrator’s Guide. If you are using the Symposium Cal l Center Web Client, refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions.

5. Create a Master script similar to the following sample, validate it, and activate it. For information on creating a Master script, refer to the

Scripting Guide.

Note: The sample script uses the skil lsets skillset_A_sk and skillset_B_sk, and the CDNs 416-555-7890 and 416-555-4891.

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Sample script

GIVE RINGBACK WAI T 2

IF (CDN = 4165557890) THEN QUEUE TO SKILLSET skillset_A_sk

WAI T 2 LOG “queued at CDN A” QUIT END IF

IF (CDN = 4165557891) THEN QUEUE TO SKILLSET skillset_B_sk

WAI T 2 LOG “queued at CDN B” QUIT END IF

WAI T 5 LOG “did not arrive at either CDN” QUIT

To verify CDN configurations

1 On Symposium Call Center Server, acquire the CDN by selecting it in the

CDNs window and choosing File ➝ Acquire. Result: The CDN status changes to Acquire Pending, and then to

Acquired.

2 Log on each agent to a phoneset. 3 Make a call to each CDN.

Result: The call is routed to the correct agent.

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April 2004 Verifying the configuration

Verifying that music and RAN routes are correctly configured

Introduction

If music and RAN routes are correctly configured, calls receive the correct recorded announcement or music treatment.

Before you begin

Before using this procedure, comple te these tasks:

1. Define a CDN. Ensure that it is corr ectl y conf ig ured on bo th t he swit ch and Symposium C all Center S erver.

2. Define two RAN routes. Ensure that the routes are correctly configured on both the switch and Symposium Call Center Server. For information on defining RAN routes, refer to the Administrator’s Guide. If you are using the Symposium Call Cen ter Web Client, refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions.

3. Define two music routes. Ensure that the routes are correctly configured on both the switch and Symposium Call Center Server. For information on defining music routes, refer to the Administrator’s Guide. If you are using the Symposium Call Cen ter Web Client, refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions.

4. Create a Master script similar to the following sample, validate it, and activate it. For information on creating a Master script, refer to the

Scripting Guide.

Sample script

GIVE RINGBACK WAI T 2 GIVE MUSIC pop_music_gv WAI T 2 GIVE MUSIC classical_music_gv

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WAI T 2 GIVE RAN welcome_RAN_gv WAI T 2 GIVE RAN holiday_RAN_gv QUIT

Verifying music/RAN route configurations

To verify that RAN or music routes are correctly configured, make a call to the CDN for which RAN or music treatment is configured. The correct treatment should be received.

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April 2004 Verifying the configuration

Verifying that DNISs are correctly configured

Introduction

To enable Symposium Call Center Server to monitor dialed numbers (primary and supplementary ACD-DNs), you must configure them on the switch and define them as DNISs on the server. If DNISs are correctly configured, calls to DNISs receive the correct treatment.

Before you begin

Before using this procedure, comple te these tasks:

1. Define a CDN. Ensure that it is corr ectl y conf ig ured on bo th t he swit ch and Symposium C all Center S erver.

2. Define one DNIS. Ensure that the DNIS is correctly conf i gured on bot h the switch and Symposium Call Center Server.

3. Define an agent. Ensure that the agent is correctly configured on both the switch and Symposium Call Center Server.

4. Define a skills et on Symposium Call Cen ter Server. For information on defining skillsets, refer to the Administrator’s Guide. If you are using the Symposium C all Center Web Client, refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions.

5. Assign the agent to the skillset on the server. For information on assigning agents to skillsets, refer to the Administrator’s Guide. If you are using the Symposium C all Center Web Client, refer to the Symposium Call Center Web Client Guide and online Help for detailed instructions.

6. Create a Master script similar to the following sample, validate it, and activate it. For information on creating a Master script, refer to the

Scripting Guide.

Note: The sample script uses the skillset skillset_A_sk and the DNIS 800-555-4567.

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Sample script

GIVE RINGBACK WAI T 2

IF (DNIS = 8005554567) THEN QUEUE TO SKILLSET skillset_A_sk

WAI T 2 LOG “using DNIS” QUIT END IF

WAI T 5 LOG “did not have DNIS” QUIT

Verifying DNIS configurations

To verify that DNISs are correctly config ured, mak e a call to the DNIS. The call should be queued to the correct skillset.

100 Symposium Call Center Server

Nortel Networks DMS-MSL-100 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Contents

Getting started

Overview

Skills you need

What’s new in Release 5.0?

Components

How Symposium Call Center Server communicates with the switch

Support for switch features

Preinstallation checklist

Configuration tasks

Configuring the switch

Overview

Overview of configuring the server logon

Configuring SCAICOMS

Configuring BGDATA

Configuring SCAIGRP

Configuring SCAISSRV

Configuring SCAIPROF

Configuring CUSTNTWK

Section B: Configuring switch resources

Overview of configuring switch resources

Configuring RAN and music routes

Configuring ACD groups

Configuring ACD subgroups

Configuring DNs

Configuring agent phonesets

Configuring supe rvisor phonesets

Configuring logon IDs

Overview of server configuration

Checking the server configuration

Relationship of server configuration and switch datafill

Verifying the configuration

Overview

Verifying that the server can log on to the switch

Verifying ACD groups and subgroups

Verifying that phonesets are correctly configured

Verifying that agents are corre ctly configured

Verifying that the CDNs are corr ectly configured

Verifying that music and RAN routes are correctly configured

Verifying that DNISs are correctly configured