Nortel CC MIS Instruction Manual

Call Center Management Information System
Release Notes
Release 6.0.1 Standard 2.0 May 2007
297-2671-211

Call Center Management Information System
Release Notes
Publication number: 297-2671-211
Product release: 6.0.1
Document release: Standard 2.0
Date: May 2007
Copyright © 2007 Nortel Networks. All Rights Reserved
The information in this document is subject to change without notice. The statements,
configurations, technical data, and recommendations in this document are believed to be
accurate and reliable, but are presented without express or implied warranty. Users must
take full responsibility for their applications of any products specified in this document. The
information in this document is proprietary to Nortel Networks.
Trademarks
*Nortel Networks, the Nortel Networks logo, the Globemark, ACD, DMS, and Meridian Call
Center MIS are trademarks of Nortel Networks.
*Microsoft, MS, MS-DOS, Windows, Windows NT, Windows 95, Windows 98,
Windows 2000, Windows XP, and Microsoft Exchange are registered trademarks of
Microsoft Corporation.
Red Hat Enterprise Linux is a trademark of Red Hat Inc.
Adobe and Acrobat are registered trademarks of Adobe Systems Incorporated.
All other trademarks and registered trademarks are the property of their respective owners.
The process of transmitting data and call messaging between the Call Center Management
Information System server and the switch or the system 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.

European Regulatory Compliance and CE Marking
The equipment is CE marked, identifying compliance with the relevant EU Directives, 89/
336/EEC for ElectroMagnetic Compatibility and 73/23/EEC for Safety.
This product is intended for deployment in a light industrial, non-domestic environment and
complies with the relevant EMC standards, EN55022 (class A) and EN50082-1. Since this is
class A equipment, in a domestic environment this equipment may cause radio interference
in which case the user may be required to take adequate measures.

Release Notes v
Revision history
May 2007 Standard 2.0 issued for CC MIS Release 6.0.1.
June 2005 Standard 1.0 issued for CC MIS Release 6.0.
January 2003 Standard version issued for CC MIS Release 5.2.2.
October 2002 Standard version issued for CC MIS Release 5.2.1.

Revision history Standard 2.0
vi Call Center Management Information System

Release Notes vii
Contents
1How to get help 9
2About this document 11
3Introduction 15
Type of release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
CC MIS Software CD-ROM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Optional CC MIS features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
4Software release history 19
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Release 3.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Release 3.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Release 3.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Release 3.3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Release 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Release 4.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Release 5.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Release 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Release 5.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
5Installation overview 61
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Installation of the CC MIS server software . . . . . . . . . . . . . . . . . . . . . . . . 63
Installation of the CC MIS client software . . . . . . . . . . . . . . . . . . . . . . . . . 66
6Fixes 69
Fixes in Software Release 6.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Fixes in Software Release 6.0.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Contents Standard 2.0
viii Call Center Management Information System
7Known problems 81
CC MIS problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
ACD MIS datastream problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Third-party interaction problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Release Notes 9
Chapter 1
How to get help
This section explains how to get help for Nortel products and services.
Getting help from the Nortel Web site
The best way to get technical support for Nortel products is from the
Nortel Technical Support Web site:
www.nortel.com/support
This site provides quick access to software, documentation, bulletins,
and tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and
documentation
search the Technical Support Web site and Nortel Knowledge Base
for answers to technical issues
open and manage technical support cases
Getting help over the phone from a Nortel Solutions Center
If you do not find the information you require on the Nortel Technical
Support Web site, and you have a Nortel support contract, you can also
get help over the phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).

How to get help Standard 2.0
10 Call Center Management Information System
Outside North America, go to the following Web site to obtain the phone
number for your region:
www.nortel.com/callus
Getting help from a specialist by using an Express Routing
Code
You can use an Express Routing Code (ERC) to more quickly route your
call to the appropriate support specialist. To locate the ERC for your
product or service, go to:
www.nortel.com/erc
Getting help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a
distributor or authorized reseller, contact the technical support staff for
that distributor or reseller.