Nortel Agent Greeting NTVQ09BA User manual

Nortel Agent Greeting
NTVQ09BA Installation Guide
Publication Number: NTPH13AA_Install
Document release: 3.02
Date: Sep 2006
Year Publish FCC TM
Copyright © 2006 Nortel Networks, All Rights Reserved
Information is subject to change without notice. Nortel Networks reserves the right to make changes in design
or components as progress in engineering and manufacturing may warrant. This equipment has been tested
and found to comply with the limits for a Class B device pursuant to CENELEC Product Emission Standard EN
55 022:1994 (CISPR22) when installed as instructed in a Meridian 1 system. These limits are designed to
provide reasonable protection against harmful interference when the equipment is operated in a commercial
environment. This equipment generates, uses, and can radiate radio frequency energy, and if not installed and
used in accordance with the instruction manual, can cause harmful interference to radio communications.
Operation of this equipment in a residential area is likely to cause harmful interference in which case the user
will be required to correct the interference at their own expense.
Meridian 1 is a trademark of Nortel Networks.

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Agent Greeting Card Installation Guide
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Sept 15 2006 Version 3.02 is released. Includes description of skillset name length
limitation.
February 27 2006 Version 3.01 is released. Includes documentation changes due to Media Card
product release.
Sept 30 2002 Draft 2.0.5 is released. Includes documentation changes due to product
feature changes included in AG rel 2.0.5
May 5 2001 Draft 2.0.4 is released, further comments from GCCS.
April 2 2001 Draft 2.0.3 is released, including comments from GCCS, addition of
Telephony User Interface introduction section to explain relationhip between
Telephony menus.
March 22 2001 Draft 2.0.2 is released, including comments from David Trammell, addition
of engineering rules section.
February 8 2001 Draft 2.0.1 is released with additional notes on Skillsets, TUI MADN.
February 1 2001 Draft 2.0 is released with updates for Multicard configuration.
October 12 2000 Draft 1.1 is released with updates for restrictions on enabling ports.

Page 4 of 84 Publication history
NTPH13AA_Install 3.02 September 2006

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Agent Greeting Card Installation Guide
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Contents
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Installing the Agent Greeting Card . . . . . . . . . . . . 13
Agent Greeting overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Installation overview table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Installing the Agent Greeting card . . . . . . . . . . . . . . . . . . . . . . . 17
Installing PC Cards and DSP cards . . . . . . . . . . . . . . . . . . . . . . 20
Engineering considerations for Agent Greeting cards . . . . . . . . 25
Cabling the Agent Greeting card . . . . . . . . . . . . . . . . . . . . . . . . 25
Cabling the VPS Agent Greeting Card (NTVQ09AB) . . . . . . . 26
Cabling the Media Card Agent Greeting Card (NTVQ09BA) . . 26
Large System Cabling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Assigning the Internet Protocol address . . . . . . . . . . . . . . . . . . . 32
DHCP IP Address Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Static IP Address Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Changing the username and password for command line access 35
Switch configuration for Agent Greeting ports . . . . . . . . . . . . . 36
Adding Agent Greeting service to agent sets . . . . . . . . . . . . . . . 39
Accessing the Administrator Browser user interface . . . . . . . . . 40
Installing the keycode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Creation of supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Creation of skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Assigning supervisors to skillsets . . . . . . . . . . . . . . . . . . . . . . . . 45
Accessing the Supervisor Browser User Interface . . . . . . . . . . . 47
Recording skillset titles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Creation of agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Configuring Agent Greeting multicard . . . . . . . . . . . . . . . . . . . . 49
Changing a Client Card into a Server . . . . . . . . . . . . . . . . . . . . . 52

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NTPH13AA_Install 3.02 September 2006
Using the Telephony User Interface . . . . . . . . . . . 54
Accessing the Telephony User Interface . . . . . . . . . . . . . . . . . . 54
Using the Telephony User Interface . . . . . . . . . . . . . . . . . . . . . . 54
Changing the language for the TUI and BUI . . . . . . . . . . . . . . . 57
Telephony User Interface Menu Flows . . . . . . . . . . . . . . . . . . . 59
PC Card Flash Memory Backup and Restore . . . 64
What is stored on the PC Card Flash Memory? . . . . . . . . . . . . . 64
Executing a backup or restore . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Agent Greeting Hardware Installation . . . . . . . . . 66
Hardware Installation types . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Introducing a Media Card (NTVQ09BA) to a VPS (NTVQ09AB)
Multicard Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
VPS(NTVQ09AB) to Media Card (NTVQ09BA) replacement in a
VPS(NTVQ09AB) Multicard Group . . . . . . . . . . . . . . . . . . . . . 71
Adding a Card to a Mixed Card Multicard Group . . . . . . . . . . . 75
Replacing a Card in a Mixed Card Multicard Group . . . . . . . . . 76
Replacing a Card in a Common Card Multicard Group . . . . . . . 77
Agent Greeting Limits . . . . . . . . . . . . . . . . . . . . . . 79
Application Limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Recording Limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Precautions for handling circuit cards . . . . . . . . . 81

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List of figures
Figure 1: VPS Card (NTVQ09AB) Layout ( DSP and PC card slot locations)
23
Figure 2: Media Card (NTVQ09BA) Layout . . . . . . . . . . . . . . . . . . . . 24
Figure 3:Media Card Agent Greeting Card Adapter (L-Adapter) . . . . 28
Figure 4: NT8D37EC shelf cabling . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Figure 5: NT8D37DC shelf cabling . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Figure 6TUI Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Figure 7: TUI Agent menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Figure 8: TUI Password Change Menu . . . . . . . . . . . . . . . . . . . . . . . . 61
Figure 9: TUI Time of Day Greeting Menu . . . . . . . . . . . . . . . . . . . . . 62
Figure 10: TUI Supervisor Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Figure 11: Static discharge points . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Page 8 of 84 List of figures
NTPH13AA_Install 3.02 September 2006

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List of Tables
Table 1: Agent Greeting Hardware Platform Details . . . . . . . . . . . . . . 11
Table 2:Agent Greeting applicability and compatibility . . . . . . . . . . . 14
Table 3:Agent Greeting PC card slots and card types accepted . . . . . . 21
Table 4:TN to DSPMapping (for VPSAgent Greeting Cards (NTVQ09AB))
22
Table 5:Modem Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Table 6:LD 11 Agent Greeting port configuration . . . . . . . . . . . . . . . . 36
Table 7:LD 15 Agent Greeting port configuration . . . . . . . . . . . . . . . . 37
Table 8:LD 32 Agent Greeting port enable . . . . . . . . . . . . . . . . . . . . . 38
Table 9:Browser User Interface Administrator logon frame . . . . . . . . 41
Table 10:Pack Modify / Remove Browser frame . . . . . . . . . . . . . . . . . 42
Table 11:Create Supervisor Browser frame . . . . . . . . . . . . . . . . . . . . . 43
Table 12:Create Skillset Browser frame . . . . . . . . . . . . . . . . . . . . . . . 44
Table 13:Assign Supervisor to Skillset Browser frame . . . . . . . . . . . . 45
Table 14:Browser User Interface Supervisor logon frame . . . . . . . . . . 46
Table 15:Create Agent Browser frame . . . . . . . . . . . . . . . . . . . . . . . . . 48
Table 16:Preferences Browser frame . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Table 17:Database Backup / Restore Browser frame . . . . . . . . . . . . . . 64
Table 18:Agent Greeting Limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Table 19:Greeting Storage Limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

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About this guide
This document describes the steps required to install the Agent Greeting Card
hardware and software in Meridian 1/Succession systems, and how to
configure Agent access to the Agent Greeting features.
Table 1below shows the hardware platforms on which Agent Greeting
operates
Note: The Media Card hardware platform has an NT Number of
NTVQ01BB/NTVQ01BC, but the Agent Greeting compact flash card placed
in the Media Card has an NT number of NTVQ09BA and it is this number
that is used throughout this document to refer to Media Card Agent Greeting.
For new orders of the Agent Greeting product, Media Card (NTVQ09BA)
will be issued rather than VPS (NTVQ09AB).
However, the Agent Greeting Functionality is identical on both platforms.
Nortel Networks Agent Greeting
Nortel Networks Agent Greeting is refered to as Agent
Greeting for the remainder of this document.
Table 1: Agent Greeting Hardware Platform Details
Hardware NT Number Faceplate Label
VPS Card NTVQ09AB Agent Greeting
Media Card NTVQ09BA MC

Page 12 of 84 About this guide
NTPH13AA_Install 3.02 September 2006
Also,bothplatformsareinteroperableinan Agent Greeting MulticardGroup.
i.e. VPS (NTVQ09AB) and Media Card (NTVQ09BA) can be used together
in the same Agent Greeting group.

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Installing the Agent Greeting Card
Agent Greeting overview
Agent Greeting allows agents with Agent Greeting Allowed Class of Service to
pre-record the greeting which they would normally use to introduce themselves at
the start of a customer call. With Symposium Call Center Server, agents can have a
skillset specific greeting (“Welcome to Sales, Joe speaking, how can I help you”)
and with ACD or MAX based call centers the greeting is generic for calls the agent
receives (“Welcome to Company X, Joe speaking, how can I help you”).
The Agent Greeting Card provides, along with required extra conference capacity
the functionality required to implement the Agent Greeting feature. The Agent
Greeting card appears to the Meridian 1 as an Extended Digital Line Card (XDLC)
with up to 32 sets attached. These virtual sets must be configured as Meridian
Modular M2616 sets. Only 24 of these ports are usable for the Agent Greeting
Application, as each Meridian Digital set must have an associated Digital Signal
Processor (DSP) port. The VPS Agent Greeting Card (NTVQ09AB) has an
on-board DSP which provides eight ports for greeting, playback and recording -
extra DSP capacity can be added to provide up to 24 ports. The Media Card Agent
Greeting Card (NTVQ09BA) comes withtwenty four DSP ports, so there is no need
for extra DSP cards as is used in the VPS Agent Greeting card (NTQV09AB). The
extra conference resources are requiredto conference the incoming call to the agent
with the Agent Greeting port for the duration of the greeting.
Agent Greeting 2.0 introduced the capability to group multiple Agent Greeting
cards together to expand the total number of ports, with one card acting as the
browser user interface server while any other cards act as clients. A server card in
this instance refers to the card through which the group of Agent Greeting cards is
administered. Only the server card provides a browser user interface. The client
cards are then updated with agent information changes, etc., from the server.

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Agent Greeting 3.01 introduced the Media Card (NTVQ09BA) hardware platform
for Agent Greeting. The Agent Greeting Functionality is identical on both Media
Card (NTVQ09BA) and VPS (NTVQ09AB) hardware platforms. Furthermore,
both platforms are interoperable in an Agent Greeting Multicard Group. i.e. VPS
Agent Greeting (NTVQ09AB) and Media Card Agent Greeting (NTVQ09BA) can
be used together in the same Agent Greeting group. Agent Greeting 3.01 also
introduced the capability to configure TOD greeting interval times and to configure
the location of TOD greeting playback (i.e. whether the TOD greeting is played
before or after the default/skillset greeting).
Installation overview table
Table 2 covers the range of systems which support the Agent Greeting feature and
outlines the various additional equipment required when installing the Agent
Greeting feature.
Table 2: Agent Greeting applicability and compatibility
Agent Greeting Applicability and compatibility
Switch Options Small Systems:
Option 11 Cabinet/Chassis
Succession 1000M
Succession 1000M Cabinet/Chassis
Large Systems:
Option 51C/61C/81/81C
Succession 1000M Half Group/Single
Group/Multi Group

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Agent Greeting Card Installation Guide
Card slot location 51C, 61C, 81, or 81C any IPE slot except
CONT.
Any IPE Slot in an Option 11 Cabinet/Chassis
Sucession 1000M Half Group /Single Group
/Multi Group:any IPE slot except CONT.
Any IPE slot in a Sucession 1000 or Succesion
1000M Cabinet/Chassis.
Note:On older systems, slots other than 0, 4, 8, and
12 can require rearrangement of the backplane
cabling. See “Engineering considerations for Agent
Greeting cards” on page 25
MDF cabling None (the sets are virtual).
LAN cabling Complete cabling requires:
VPS Agent Greeting card (NTVQ09AB):
• (1) NTAG81CA Maintenance Cable
• (1) NT8D81AA Backplane to I/O Panel
Cable (Older option 51 to 81C only - See
“Engineering Considerations for Agent
Greeting Cards” on page 21)
• (1)NTMF94BA RJ45 Octopus Cable
• (1) Category 5, 10-Base-T Ethernet
standard
Media Card Agent Greeting (NTVQ09BA):
• (1) NTAG81CA Maintenance Cable
• (1) 50 pin I/O connector - A0852632
• (1)NTVQ83 ITG EMC Shielding kit
• (1) Category 5, 10-Base-T Ethernet
standard
Software Release Meridian Release 25.15 software and
later.Sucession Rls 2.0 and later.
Dip Switches settings None.
Time and Date stamp Automatically sent out by the Meridian 1 CPU.
Upgrade capability Yes, loadware upgrades through maintenance
port and FTP.
Voice Greeting Storage A Type II 48 MB or 64MB PC Card flash card
(see “Greeting Storage Limits” on page 79)
Agent Greeting Applicability and compatibility

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Expandability VPS Agent Greeting (NTVQ09AB)only:
2 NTFG95 DSP cards can be installed, each
providing 8 additional DSP ports.
Conference capacity
Requirements An additional three-party conference capacity is required for each additional Agent Greeting port:
• Large Systems (Option 51C-81C) -
Extra XCT card (NT8D17) per 10 ports
• Small Systems (Option 11C) - Dual Fibre
and Conference card (NTDK84)
Package Information Package #152, Flexible Services Port.
PEP Information For M1 system running X11 R25.15 the
following PEP must be applied:
MPLR13091, MPLR13092, MPLR15867,
MPLR15678, MPLR13476
For M1 system running X11 R25.30 the
following PEP must be applied:
MPLR15867, MPLR15678, MPLR13476
To interoperate with Agent Observe
Functionality, the following PEP must be
applied:MPLR17930
Browser Minimum
Release Supported Netscape 6.1
Microsoft Internet Explorer 4.0
FTP server Optional for install, but necessary for backup
and restore (see “Database Backup / Restore
Browser frame” on page 64)
Agent Greeting Applicability and compatibility

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Agent Greeting Card Installation Guide
Installing the Agent Greeting card
1Ensure the system hasadequate conference capacity to support the number of
Agent Greeting ports to be installed. If the capacity is inadequate, install extra
XCT cards for a large system (Extra XCT card (NT8D17) per 10 ports) or Dual
Fiber and Conference cards for a small system (Dual Fibre and Conference card
(NTDK84)) as required. These are provided with the product package as
required.
2Choose a Multiple Appearance DN for Telephony User Interface (TUI)
access for the Agent Greeting card. This is the number that agents use to
configure greetings. Multiple cards should have separate Multiple
Appearance DNs assigned, these are then grouped together under a FXS DN
as described in “Switch configuration for Agent Greeting ports” on page 36.
3Determine the cabinet, shelf, and slot location where the Agent Greeting card
is to be installed. Refer to “Engineering considerations for Agent Greeting
cards” on page 25 for guidelines on slot selection.
4Unpack and inspect the circuit card. See “Precautions for handling circuit
cards” on page 81 for guidelines on handling.
5Install the 48/64 MB Type II PC Card flash memory card into the Agent
Greeting slot labeled“A:”. The PC Card may first have to be assembled from
a Compact Flash module and a PC Card carrier module, which adapts the
Compact Flash format to the larger PC Card format.If using the VPS Agent
Greeting Card (NTVQ09AB), a second PC card can be added, for additional
greeting storage, to the internal facing PC card slot. If required, install
additional DSP cards (only if using the VPS Agent Greeting Card
(NTVQ09AB) as the Media Card Agent Greeting Card (NTVQ09BA) has 24
DSP ports by default). See “Installing PC Cards and DSP cards” on page 20.
6Insert a dongle into the socket provided on the Agent Greeting card. This is
required for the Agent Greeting application.
7Insert the Agent Greeting card into its assigned IPE slot. Do not lock latches
until the card is cabled.
8Connect the Agent Greeting cables. Refer to “Cabling the Agent Greeting
card” on page 25.

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9Fully insert the Agent Greeting card in its assigned slot and lock the latches.
During power-up, the hex LED display provides a visual progress indication
of self-tests and provides information on the first failure detected. Hex
display codes are provided in the “NTVQ09AB Agent Greeting Test and
Debug Capabilities” section of the Maintenance and Troubleshooting Guide.
10 The red LED on the faceplate of the Agent Greeting card remains lit until a
unit has been configured and matched with a DSP port.
11 Configure an Internet Protocol (IP) address for the Agent Greeting card. See
“Assigning the Internet Protocol address” on page 32.
12 Configure Agent Greeting virtual sets on the Meridian 1 system. See “Switch
configuration for Agent Greeting ports” on page 36.
13 Individual agent sets must be configured to use the Agent Greeting service
once the card is operational. See “Adding Agent Greeting service to agent
sets” on page 39.
14 If grouping multiple Agent Greeting cards, Browser configuration is only
performed on the Server card. See “Configuring Agent Greeting multicard”
on page 49 to add an additional card.
15 Log on to the Browser User Interface as the Administrator. See “Accessing
the Administrator Browser user interface” on page 40.
16 Configure a keycode for the Agent Greeting card. See “Installing the
keycode” on page 40.
17 Create Supervisors in the Browser. See “Creation of supervisors” on page 42.
18 Create Skillsets in the Browser. See “Creation of skillsets” on page 44.
19 Assign Supervisors to Skillsets. See “Assigning supervisors to skillsets” on
page 45.
20 Supervisors log on to the Telephony User Interface (TUI) and record Skillset
titles. See “Recording skillset titles” on page 47.
21 Log On to the Browser User Interface as a Supervisor. See “Accessing the
Supervisor Browser User Interface” on page 47.
22 Supervisors create agents, assign them to skillsets and enable the agents TUI
access. See “Creation of agents” on page 47.

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Agent Greeting Card Installation Guide
23 Agents log on to the TUI and record default and skillset-specific greetings.
24 Agent Greeting card installation is complete.
Upgrade and maintenance information
See “Agent Greeting Card Test and Debug Capabilities”
and “Agent Greeting Loadware Upgrades” in the
Maintenance and Troubleshooting Guide for information
on Maintenance port access and upgrade information
respectively.

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Installing PC Cards and DSP cards
An Agent Greeting Card must have a PC Card ATA disk inserted in the slot marked
A: on the faceplate for correct operation. Greetings are stored as files on a
DOS-compatible file system on this A: drive PC ATA Card. This drive will appear
in the Browser User Interface as the /A: hard disk. See Table 19 on page 79 for
summary of storage capacity of 48MB and 64MB flash cards. The number of DSP
ports installed on an Agent Greeting card is indicated on the faceplate display of an
operational Agent Greeting Card by D:XX, where XX is the current number of
ports. Table 3 on page 21 shows the Agent Greeting PC card slots and card types
accepted.
For details on using PC and DSP cards in a VPS Agent Greeting Card
(NTVQ09AB), go to the section “Using PC Cards and DSP cards with VPS Agent
Greeting Card (NTVQ09AB)”. For details on using PC cards in a Media Card
Agent Greeting Card (NTVQ09BA), go to the section “Using PC Cards with Media
Card Agent Greeting Card (NTVQ09BA) ”.
Using PC Cards and DSP cards with VPS Agent Greeting Card (NTVQ09AB)
The VPS Agent Greeting Card (NTVQ09AB) has 8 ports of DSP capacity on the
motherboard by default. Optionally, two Nortel Networks NTFG95 DSP PC cards
may be added to increase the DSP port capacity in increments of 8 ports to a total
of 24 ports. For the VPS Agent Greeting card (NTVQ09AB), the DSP cards are
installed in faceplate slots D1 and D2 as shown in Figure 1.
Note:If there is no DSP card inserted in Slot D1, then TNs 8 through 15 cannot be
used for Agent Greeting. Similarly, if there is no DSP card inserted in Slot D2, then
TNs 16 through 23 cannot be used for Agent Greeting. The configurations
supported for units 0-23 are provided in Table 4 on page 22.
If more storage is required, a second PC Card Type II flash card can be installed in
the “internal” PC Card slot on the VPS Agent Greeting card (NTVQ09AB). The
Agent Greeting card must first be disabled via Overlay 32 and then removed from
it’s IPE slot. The second PC Card can then be installed in the internal PC Card slot.
This extra card is automatically recognized and appears in the Browser User
Interface as the /B: hard disk. The Agent Greeting application automatically uses
this extra disk capacity on restart.