Nortel DMS/MSL-100 User manual

Nortel Networks Symposium Call Center
Server
Symposium and DMS/MSL-100 Switch Guide
Product release 5.0 Standard 1.0 April 2004
297-2183-912

Nortel Networks Symposium Call Center Server
Symposium and DMS/MSL-100 Switch Guide
Publication number: 297-2183-912
Product release: 5.0
Document release: Standard 1.0
Date: April 2004
Copyright © 2004 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.
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 user license unless specifically authorized 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 Globemark, 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.

Symposium and DMS/MSL-100 Switch Guide v
Publication history
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.

vi Symposium Call Center Server
Publication history Standard 1.0

Symposium and DMS/MSL-100 Switch Guide vii
Contents
1Getting 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
2Configuring 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

viii Symposium Call Center Server
Contents Standard 1.0
3Verifying 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
4Troubleshooting 101
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Subsystem link problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Resource configuration problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
APreinstallation checklist 111
Preinstallation checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Glossary 115
Index 137

Symposium and DMS/MSL-100 Switch Guide 9
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

10 Symposium Call Center Server
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 other 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 CompuCALL
!Symposium Call Center Server
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 Center 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 assumes that the switch has been correctly installed and is
operational with all current Product Enhancement Packages (PEPs) applied. For
information on which PEPs to install on the switch, contact your Nortel
Networks customer support representative.

Symposium and DMS/MSL-100 Switch Guide 11
April 2004 Gettingstarted
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 Call Center Server
!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 Distribution (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

12 Symposium Call Center Server
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 Computer Application Interface (SCAI)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.
iButtonRelease 5.0 provides support for iButton as an alternative to such legacy I/O
devices as parallel ports. iButton provides the ability for Symposium Call Center
Server to support legacy-free servers. This feature is not dependent on any SCAI
level.

Symposium and DMS/MSL-100 Switch Guide 13
April 2004 Gettingstarted
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 following illustration shows the relationship of the components required for
Symposium Call Center Server:

14 Symposium Call Center Server
Getting started Standard 1.0
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.
G101333
Symposium
Call Center
Server
Switch
Client PC
(administrator) Client PC
(supervisor) Third-party application
Front-end IVR
(optional)
Agent
phonesets
CLAN
ELAN
ICM Router Router
Network
EIU
ACD
Voice port lines

Symposium and DMS/MSL-100 Switch Guide 15
April 2004 Gettingstarted
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 server goes down, ACD routing configured on the 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 Server 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 switch.
The number available for Symposium Call Center Server depends 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 and higher. (This value is determined
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.

16 Symposium Call Center Server
Getting started Standard 1.0
Server
The server component, which uses Microsoft Windows 2000 software, is
responsible for functions such as
!the logic for call processing
!call treatment
!call handling
!call presentation
!administration of agents, skillsets, and supervisors, and agent to skillset and
agent to supervisor assignments
!accumulation of historical and real-time statistics
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.

Symposium and DMS/MSL-100 Switch Guide 17
April 2004 Gettingstarted
ELAN
The embedded LAN (ELAN) is a dedicated Ethernet TCP/IP LAN connecting
the Symposium Call Center Server and the switch. The ELAN must be a private
isolated network that is dedicated to the switch and to the call center. 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 direct calls to an optional third-party Interactive Voice Response
(IVR) system. This system plays voice prompts to callers and collects their
responses. After the calls receive IVR treatment, the IVR system delivers the
responses for the calls to Symposium Call Center Server. The server then gains
control of the calls.
Third-party applications (optional)
Optional third-party applications provide the following functionality to
Symposium Call Center Server:
!the ability to exchange data with the server, using Host Data Exchange
(HDX)
!the ability to receive real-time updates from the server, using the real-Time
API (RTI)
!the ability to receive real-time updates from the server, using the Real-Time
Statistical Multicast stream (RSM)
!the ability to access configuration and statistical 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. LinkPlexer 1.2 allows applications to share a DN (Directory Number)
association between different eBusiness applications. LinkPlexer 1.2 is
necessary for systems where

18 Symposium Call Center Server
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 routing, IVR controls the
voice response system, and Symposium TAPI Server/Symposium Agent
controls softphones and screen pops
!agent positions are controlled by TAPI Server/Symposium 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
Configuration Guide.

Symposium and DMS/MSL-100 Switch Guide 19
April 2004 Gettingstarted
How Symposium Call Center Server
communicates with the switch
Introduction
Symposium Call Center Server and the switch must be able to exchange
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 processing to begin in Symposium Call Center Server, the 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 Server is used to enable Symposium Call Center Server
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 even 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 be applied to a call.

20 Symposium Call Center Server
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. The switch handles the call according to the response returned from
Symposium Call Center Server. If the timer expires before a response is
received, the switch routes 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.
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 operation, the switch does not control the overflow or routing
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 cannot be defined 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 priority 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.
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.