Nortel Networks DMS-MSL-100 User Manual
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
Copyright © 2004 Nortel Networks, All Rights Reserved
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
Contents
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.
10 Symposium Call Center Server
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
p.
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
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