Nortel CC MIS User manual

Call Center Management Information System
CC MIS Installation and Maintenance
Release 6.0.1 Standard 2.0 May 2007
297-2671-545

Call Center Management Information System
CC MIS Installation and Maintenance
Publication number: 297-2671-545
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.

CC MIS Installation and Maintenance v
Revision history
May 2007 Standard 2.0 for Release 6.0.1
June 2005 Standard 1.0 for Release 6.0.
June 2002 Standard version for Release 5.2.

vi Call Center Management Information System
Standard 2.0

CC MIS Installation and Maintenance vii
Contents
1How to get help 13
2About this document 15
3CC MIS requirements 21
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Hardware requirements for the CC MIS server . . . . . . . . . . . . . . . . . . . . . 23
Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Third-party software guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Remote support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Preinstallation requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Data migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
4CC MIS overview 57
Description of CC MIS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
CC MIS interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Features added or modified in Release 6.0. . . . . . . . . . . . . . . . . . . . . . . . . 61
5Installing CC MIS 67
Installing the CC MIS server software . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Installing the CC MIS client software . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Upgrading the CC MIS server operating system . . . . . . . . . . . . . . . . . . . . 99
6Accessing maintenance functions 105
Introduction to the Maintenance and Administration interface . . . . . . . . 106
Setting up a new CC MIS system (overview). . . . . . . . . . . . . . . . . . . . . . 112
Logging on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Changing your password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Contents Standard 2.0
viii Call Center Management Information System
Logging off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Maintenance and Administration menus and screens. . . . . . . . . . . . . . . . 120
7Configuring the CC MIS application 131
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Accessing the Configuration main menu . . . . . . . . . . . . . . . . . . . . . . . . . 133
System configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Switch link configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Terminal server configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Disk storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
SNMP configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
System configuration reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
8Shutdown, startup, reboot, and power down 161
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Shut down the CC MIS application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Start up the CC MIS application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Power down the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Power up the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Reboot the system. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
9Backing up, restoring, and importing data 175
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Backup directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Backing up customer data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Restoring customer data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Importing data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
10 Local partitions 197
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Partition task list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Adding and deleting partitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Partition options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Disk allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Storage Calculator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
Connection parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229

May 2007 Contents
CC MIS Installation and Maintenance ix
Serial terminals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Wallboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
Static LAN Terminals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
Master supervisor privileges. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
Partition startup and shutdown . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
11 Networked CC MIS 251
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
System configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Physical network configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Partition configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Virtual network configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
12 Monitoring system functions 277
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
View system monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Trace Switch Link. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
Physical Network Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319
13 Switch configuration data updates 323
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324
Accessing the Update Switch Configuration Data screen . . . . . . . . . . . . 325
14 SNMP MIB transfer 327
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328
Accessing the SNMP Transfer screen . . . . . . . . . . . . . . . . . . . . . . . . . . . 329
ASwitch link datafill requirements 333
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334
Office parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
Data link datafill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
Standard datafill example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344

Contents Standard 2.0
x Call Center Management Information System
BTCP/X.25 bridge devices 351
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
TCP/X.25 bridge solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
CTCP/IP switch links using ARN 355
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356
Regional requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
Feature definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360
Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
Installing the Advanced Remote Node (ARN). . . . . . . . . . . . . . . . . . . . . 365
Configuring the Ethernet link on the ARN. . . . . . . . . . . . . . . . . . . . . . . . 379
Installing Site Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388
Configuring an X.25 link on the ARN . . . . . . . . . . . . . . . . . . . . . . . . . . . 396
CC MIS TCP/IP switch link configuration. . . . . . . . . . . . . . . . . . . . . . . . 422
Postinstallation activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426
References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 430
DSystem Configuration reports 431
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432
Available reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433
ESystem Log messages 455
Standard error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 456
General messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460
MAPA messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467
DMSLINK messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482
CCLINK messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495
RPTGEN messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 497
CFGDB messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 499
CFGMGR messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501
USRIF messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 514
STSMGR messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 520
CFGUTIL messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 525
DMS Simulator messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 531
WINSERVER messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 540
AGE messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 544

May 2007 Contents
CC MIS Installation and Maintenance xi
BAR messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 547
WALLBOARD messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 551
MAINT messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 552
SCHEDULER messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 557
DDBSERV messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 558
FHistorical database 561

Contents Standard 2.0
xii Call Center Management Information System

CC MIS Installation and Maintenance 13
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
14 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 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.

CC MIS Installation and Maintenance 15
Chapter 2
About this document
In this chapter
Subject . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Applicable systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Related information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

About this document Standard 2.0
16 Call Center Management Information System
Subject
This Nortel Technical Publication (NTP) is an operations guideline for the
systems maintenance engineer of a Call Center Management Information
System (CC MIS) linked to an MSL-100 (Meridian 1 Options 111-211),
Digital Multiplex Switch (DMS)-500, or DMS-100 supporting the Batch
Change Supplement (BCS) 35 and BCS 43 protocol versions.
The ACD-MIS Interface Specification version that corresponds to each BCS
version is as follows:
BCS 35 = Version 9
BCS 43 = Version 11
Nortel recommends that you use BCS 43 (if available) on your switch.
Applicable systems
The CC MIS application manages the agents who handle Automatic Call
Distribution (ACD) calls. The CC MIS is linked to an MSL-100 (Meridian 1
Options 111-211), DMS-500, or DMS-100 switch.
Intended audience
This document contains procedures to help system engineers maintain the
CC MIS system. This document is also a resource for anyone involved in
the planning, installation, configuration, or maintenance of the CC MIS
application.
Conventions
The switch supporting CC MIS (the MSL-100, the DMS-500, or the DMS-
100) is called a DMS-ACD throughout this NTP.

May 2007 About this document
CC MIS Installation and Maintenance 17
Table 1 lists the typographic conventions that are used throughout this
guide.
Note: The function keys associated with a command are listed on the lower
portion of the appropriate screen. Procedures in this NTP provide the name
of the function key. The screens show examples of function keys with their
associated commands. The function key number depends on the type of
terminal and emulation mode being used. See each program screen for the
actual function key to press to select the applicable command.
Table 2 lists typographic conventions that are used in the procedures in this
guide.
Table 1: Typographic conventions
Key sequence Function
<Return> Words in angled brackets represent a
specific key on your keyboard that you
press.
[Commands] Words in square brackets represent one of
the keys available to you from the function
key menu.
Table 2: Conventions used in procedures
Key sequence Function
Type xyz Bold letters represent the keys that you press in
the action part of the procedure.
<enter> means that you press the Enter key after
you press the function key.
Notice Words in this font represent a system response to
the actions in the procedure.

About this document Standard 2.0
18 Call Center Management Information System
Related information
This section explains where you can find additional information about
CC MIS.
NTPs
The following NTPs contain additional information to supplement this
document:
CC MIS System Description (297-2671-150)
CC MIS Getting Started Guide (297-2671-175)
CC MIS Release Notes (297-2671-211)
ACD MIS Interface Specifications, Version 11 (NT MIS-Q209-2)
DMS-100 Common Customer Data Schema (297-1001-451)
MDC Customer Data Schema (297-2001-451)
Meridian SL-100 ACD General Description (555-4101-100)
Meridian SL-100 ACD Load Management (555-4101-102)
Meridian SL-100 ACD Management Information Interface
(555-4101-103)
Meridian SL-100 ACD Feature Operation and Testing
(555-4101-300)
Meridian SL-100 ACD MMI and Feature Implementation
(555-4101-310)
Meridian SL-100 Network ACD General Description
(555-8101-100)
For more information about ACD, see the following NTPs:
ACD Product Guide (297-2041-010)
ACD Server Product Guide (297-2041-011)
ACD Planning and Engineering Guide (297-2041-101)
ACD Planning and Engineering Guide - Canada (297-2041-104)
ACD Administration Guide (297-2041-301)

May 2007 About this document
CC MIS Installation and Maintenance 19
ACD Translations (297-2041-350)
ACD Maintenance Guide (297-2041-500)
ACD Trouble Locating and Clearing Procedures (297-2041-503)
M5212 ACD Set General Description (297-2041-900)
ACD End-User Load Management (297-2041-901)
Network ACD General Description (up to BCS 34) (555-8101-100)
Online
To access Nortel documentation online, click the Technical Documentation
link under Support on the Nortel home page:
www.nortel.com/documentation
CD-ROM
To obtain Nortel documentation on CD-ROM, contact your Nortel customer
representative.

About this document Standard 2.0
20 Call Center Management Information System