Nortel Contact Center Manager User manual

Nortel Contact Center
Contact Center Manager Switch Guide for Communication
Server 2x00/DMS
Product release 6.0 Standard 4.06 August 2007
297-2183-937

Nortel Contact Center
Contact Center Manager Switch Guide for Communication
Server 2x00/DMS
Publication number: 297-2183-937
Product release: 6.0
Document release: Standard 4.06
Date: August 2007
Copyright © 2007 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel 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 Contact Center
Manager is proprietary to Nortel. Any other use of the data and the transmission process is a
violation of the user license unless specifically authorized in writing by Nortel 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 reserves the right to seek
all allowable remedies for such breach.
*Nortel, Nortel (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.

Contact Center Manager Switch Guide for Communication Server 2x00/DMS v
Contents
1Getting started 9
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
About Contact Center Manager Server and the CS 2x00/DMS switch . . . . . 15
Contact Center Manager components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
New features for Communication Server 2x00/DMS switch Release 6.0 . . . 24
How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
2Configuration Overview 37
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Support for CS 2x00/DMS switch features . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Preinstallation checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Configuration tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
3CS 2x00/DMS switch subsystem configuration 53
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Section A: ICM link parameter configuration 55
Overview of configuring the server logon . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
SCAICOMS configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
BGDATA configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
SCAIGRP configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
SCAISSRV configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
SCAIPROF configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
CUSTNTWK configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Section B: CS 2x00/DMS switch resource configuration 71
Overview of CS 2x00/DMS switch resource configuration . . . . . . . . . . . . . . 72
RAN and music route configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
ACD group configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
ACD subgroup configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
IVR voice ports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

vi Contact Center Manager
Contents Standard 4.06
DN configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Landing Pad configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Agent phoneset configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Supervisor phoneset configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Logon ID configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Section C: Verification of the server configuration 109
Overview of server configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Verify the server configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Relationship of server configuration and CS 2x00/DMS switch datafill . . . 113
4Contact Center Manager Server configuration 117
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
CDN configuration on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
DNIS configuration on the server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Landing Pad configuration on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
IVR ACD-DN configuration on the server. . . . . . . . . . . . . . . . . . . . . . . . . . 129
Agent phoneset configuration on the server . . . . . . . . . . . . . . . . . . . . . . . . . 131
Voice port configuration on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Call Forcing configuration on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Variable Wrap configuration on the server. . . . . . . . . . . . . . . . . . . . . . . . . . 136
Global settings configuration on the server . . . . . . . . . . . . . . . . . . . . . . . . . 137
Give IVR configuration on the server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Configure Return To Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
To define scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
5To verify the configuration 147
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Verify that the server can log on to the CS 2x00/DMS switch. . . . . . . . . . . 149
Verify ACD groups and subgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Verify phoneset configurations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Verify agent configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Verify CDN (Route Point) configurations . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Verify RAN and music route configurations . . . . . . . . . . . . . . . . . . . . . . . . 157
Verify DNIS configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Verify CDN Landing Pad configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Verify DNIS Landing Pad and DNIS Network CDN configurations. . . . . . 164
6Voice-processing subsystem configuration 167
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Contact Center Manager Switch Guide for Communication Server 2x00/DMS vii
August 2007 Contents
Voice processing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
MPS-MG 3200 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Third-party voice-processing systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
7Troubleshooting 197
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Subsystem link problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Resource configuration problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
ASample datafill cross-reference guide 207
MLS-DMS ACD sample datafill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Meridian SL-100 and LinkPlexer Global.ini sample datafill cross-reference219
CCMS and Meridian SL-100 sample datafill cross-reference . . . . . . . . . . . 226
Glossary 233
Index 273

viii Contact Center Manager
Contents Standard 4.06

Contact Center Manager Switch Guide for Communication Server 2x00/DMS 9
Chapter 1
Getting started
In this chapter
New in this release 10
Overview 14
About Contact Center Manager Server and the CS 2x00/DMS switch 15
Contact Center Manager components 17
New features for Communication Server 2x00/DMS switch Release 6.0 24
How to use this guide 29
Skills you need 30
Related documents 31
How to get help 34

10 Contact Center Manager
Getting started Standard 4.06
New in this release
The following sections detail what is new in the Nortel Contact Center Contact
Center Manager Switch Guide for Communication Server 2x00/DMS (297-
2183-937) for release 4.06.
“Features” on page 10
“Other changes” on page 12
Features
See the following sections for information about feature changes:
“Universal Networking” on page 10
“Give IVR” on page 11
“Five-digit agent IDs” on page 11
“Contact Center Manager Server configuration” on page 11
“Voice processing” on page 12
“Switch continuity test” on page 12
Universal Networking
Universal Network Skill-Based Routing (UNSBR) is a non-switch specific
networking capability introduced in Contact Center 6.0. Universal Networking
affects the following sections:
“Universal Networking” on page 24
“Landing Pad configuration” on page 98
“Contact Center Manager Server logon parameters” on page 114
“Landing Pad configuration on the server” on page 123
“Verify CDN Landing Pad configurations” on page 161
“Verify DNIS Landing Pad and DNIS Network CDN configurations” on
page 164

Contact Center Manager Switch Guide for Communication Server 2x00/DMS 11
August 2007 Getting started
Give IVR
Give IVR is a script command that is now supported on a CS 2x00/DMS switch.
To use Give IVR, you must configure resources in Contact Center Manager
Server. For information about the Give IVR script command, see the Nortel
Contact Center Manager Scripting Guide for Communication Server 1000/
Meridian 1 PBX or the Nortel Contact Center Manager Scripting Guide for
Communication Server 2x00/DMS. Give IVR affects the following sections:
“Give IVR” on page 25
“Give IVR configuration on the server” on page 139
“Voice processing” on page 169
“Third-party voice-processing systems” on page 195
Five-digit agent IDs
In Contact Center Manager Release 6.0, the maximum number of agent logon
IDs is now 30 000. Previously, the maximum number of logon IDs was 9999.
Five-digit agent IDs affects the following section:
“Five-digit agent IDs” on page 26
Contact Center Manager Server configuration
There are several resources that you must configure in Contact Center Manager
Server after you configure the resources on the CS 2x00/DMS switch. Contact
Center Manager Server configuration affects the following sections:
“CDN configuration on the server” on page 119
“DNIS configuration on the server” on page 121
“Landing Pad configuration on the server” on page 123
“IVR ACD-DN configuration on the server” on page 129
“Agent phoneset configuration on the server” on page 131
“Voice port configuration on the server” on page 133
“Call Forcing configuration on the server” on page 135
“Variable Wrap configuration on the server” on page 136
“Global settings configuration on the server” on page 137
“Give IVR configuration on the server” on page 139
“To define scripts” on page 144

12 Contact Center Manager
Getting started Standard 4.06
Voice processing
Voice processing provides automatic interaction with a caller. Contact Center
Manager Server supports voice processing using script commands and front-end
Interactive Voice Response (IVR). Voice processing affects the following
sections:
“Voice processing” on page 169
“MPS-MG 3200 Configuration” on page 171
“Third-party voice-processing systems” on page 195
Switch continuity test
Information about configuring a switch continuity test was added. For more
information about configuring the continuity test, see “Continuity test” on page
45.
Other changes
See the following sections for information about changes that are not feature-
related.
“Music and RAN route configuration” on page 12
“Walkaway configuration” on page 12
“Sample datafill cross-reference guide” on page 12
“Contact Center 6.0 and compatibility with SCAI releases” on page 13
“Make Set Busy” on page 13
Music and RAN route configuration
The section “RAN and music route configuration” on page 75 was modified to
include additional configuration information.
Walkaway configuration
Walkaway is a feature available on the CS 2x00/DMS switch and is similar to
the not ready reason code available on Contact Center Manager Server. For more
information about configuring Walkaway, see “Walkaway feature” on page 77.
Sample datafill cross-reference guide
The section “Sample datafill cross-reference guide” on page 207 was added.

Contact Center Manager Switch Guide for Communication Server 2x00/DMS 13
August 2007 Getting started
Contact Center 6.0 and compatibility with SCAI releases
The section “CS 2x00/DMS switch” on page 18 was updated to include
additional information about which SCAI releases are compatible with Contact
Center 6.0.
Make Set Busy
The section “Phoneset keys” on page 40 was updated to include information
about the Make Set Busy key.

14 Contact Center Manager
Getting started Standard 4.06
Overview
Throughout this guide, the term CS 2x00/DMS switch applies to the following
switch types:
DMS
Communication Server 2000
Communication Server 2100
Meridian SL-100
Contact Center Manager works with other systems to ensure that calls entering
your contact center successfully route to agents who are qualified to handle the
calls. To enable the features of Contact Center Manager, you must configure the
following systems:
CS 2x00/DMS switch
Intelligent Call Manager (ICM), formerly CompuCALL
Contact Center Manager Server
Contact Center Manager Administration
LinkPlexer (configuration dependent)
Communication Control Toolkit (CCT) and Telephony Application
Program Interface (TAPI) (configuration dependent)
This guide explains how to configure the CS 2x00/DMS switch to work with
Contact Center Manager Server and Contact Center Manager Administration.
For information about how to configure the Contact Center Manager Server, see
the Contact Center Manager Server Installation and Maintenance Guide.For
information about how to configure Contact Center Manager Administration,
see the Contact Center Manager Administration online Help.
This guide assumes that you
configured ICM to work with the CS 2x00/DMS switch
installed the CS 2x00/DMS switch and applied all current Post Release
Software Manager (PRSM) and Network Patch Manager (NPM) updates

Contact Center Manager Switch Guide for Communication Server 2x00/DMS 15
August 2007 Getting started
About Contact Center Manager Server and the
CS 2x00/DMS switch
Contact Center Manager Server and the CS 2x00/DMS switch must exchange
information to successfully route calls on Contact Center Manager Server. To
enable this communication, configure the resources shared by both the CS 2x00/
DMS switch and Contact Center Manager Server.
A Controlled Directory Number (CDN [Route Point]) is the initial point of entry
for any call processed on the Contact Center Manager Server. A CDN serves as
a holding place while information (for example, Calling Line Identification
number [CLID]) is gathered from the call and treatments are applied to the call
(for example, recorded announcements).
For call processing to begin in Contact Center Manager Server, the call must
arrive at a CDN on the CS 2x00/DMS switch that Contact Center Manager
Server controls. Contact Center Manager Server uses information gathered from
the CDN and sent from the CS 2x00/DMS switch to define the path the call
follows through the contact center.
How Controlled Directory Numbers operate
For Contact Center, when in Controlled Mode, Contact Center Manager Server
controls the treatment and the distribution of calls on the CS 2x00/DMS switch.
If Contact Center Manager Server cannot control the calls, default handling by
the CS 2x00/DMS switch is required by using Default Mode. In Default Mode,
Automatic Call Distribution (ACD) on the CS 2x00/DMS switch maintains call
distribution using the algorithms implemented in the CS 2x00/DMS switch.
The following steps illustrate normal call handling:
1. An incoming call arrives at an ACD Group on the CS 2x00/DMS switch.
The ACD group has a primary Directory Number (DN) and up to 16
supplementary DNs defined for the ACD Group.
2. When the optional front-end Interactive Voice Response (IVR) is in place,
the following activities occur:

16 Contact Center Manager
Getting started Standard 4.06
The call is routed to an IVR port.
The caller receives an IVR treatment that prompts the caller to respond
by using phoneset keys.
The IVR collects data from the customer.
The IVR transfers the call to a CDN.
The IVR passes collected data to the server and is available in scripting
through the CALL DATA intrinsic.
3. Contact Center Manager Server previously set the CDN state to controlled.
As a result, the call then remains queued at the CDN to await further call-
processing instructions from the server.
4. The CS 2x00/DMS switch sends a call queued notification to Contact
Center Manager Server. The server responds with ringback treatment
within the timeout defined for the CDN (ICCM_RESPTM). If the treatment
is not received then the Default Mode takes effect.
5. The call remains at the CDN to await further call-processing instructions
from Contact Center Manager Server.
Contact Center Manager Server applies treatments (for example, MUSIC,
and Recorded Announcement [RAN]) as defined in scripting to the call.
When an idle agent is available, Contact Center Manager Server instructs
the CS 2x00/DMS switch to route the call to the agent. This provides skill-
based routing of calls.
6. The agent services the call. Coordinated data transfer with the call is
available using the CCT. For example, caller information is sent to the
agent’s desktop as the call rings.
If the CDN is not in the controlled state or Contact Center Manager Server does
not respond in time, then Default Mode is in operation. The selection of an agent
is defined by the ACD group parameters and the call queuing algorithm on the
CS 2x00/DMS switch.

Contact Center Manager Switch Guide for Communication Server 2x00/DMS 17
August 2007 Getting started
Contact Center Manager components
This section describes Contact Center Manager components.
The following illustration shows the relationship of the components required for
Contact Center Manager in a single-NIC environment.
In a greenfield environment, LinkPlexer can co-reside with a Contact Center
Manager Server.
Contact Center Manager telephony components
The telephony components include the CS 2x00/DMS switch, the Ethernet
Interface Unit (EIU), ICM, and the agent and supervisor phonesets.
Contact Center Manager Server components
The Contact Center Manager Server includes the following components:
Routed ELAN (Embedded Local Area Network) subnet—A dedicated
Ethernet TCP/IP LAN that connects Contact Center Manager Server and
other application servers with the CS 2x00/DMS switch. The ELAN subnet
connects to the Nortel server subnet through only one router.

18 Contact Center Manager
Getting started Standard 4.06
Nortel server subnet—The LAN to which your corporate services and
resources connect. The Contact Center Manager Server connects to the
Nortel server subnet. Third-party applications that interact with the server
also connect to this LAN. The Nortel server subnet connects to the ELAN
subnet through only one router.
Network Interface Card (NIC)—In a single-NIC environment, ensure
that the ELAN subnet connects to the Nortel server subnet through one
router.
Contact Center Manager Administration
Contact Center Manager Administration includes the following components:
Contact Center Management
Access and Partition Management
Configuration
Scripting
Real-Time Reporting
Historical Reporting
Report Creation Wizard
Emergency Help
Audit Trail
For more information about the Contact Center Manager Administration
components, see “Contact Center Manager Administration” on page 21.
CS 2x00/DMS switch
The CS 2x00/DMS switch is the hardware and software component that
provides telephony services. The CS 2x00/DMS switch sends and receives calls
to and from Contact Center Manager Server. When a call arrives at the CS 2x00/
DMS switch, the switch notifies the server, which performs call processing and
routing.
To work with Contact Center Manager Server, the CS 2x00/DMS switch must
run at a minimum software version CCM10 and Switch Computer Application
Interface 12 (SCAI12) or later.

Contact Center Manager Switch Guide for Communication Server 2x00/DMS 19
August 2007 Getting started
The SCAI level is specified when the application (Contact Center Manager
Server or LinkPlexer) connects to the switch using the CompuCALL/ICM
message dv-appl-logon. Where LinkPlexer is used to connect to the switch,
ensure that all logon parameters of the applications that connect to LinkPlexer
match the logon parameters that LinkPlexer uses to connect to the switch.
Contact Center Manager Server supports the DMS, SL-100, Communication
Server 2000, and Communication Server 2100 switches. Throughout this guide,
the term CS 2x00/DMS switch applies to all supported switch types.
If the link to the server goes down, ACD routing that is configured on the
CS 2x00/DMS switch provides a backup method for handling calls.
Compact Call Agent Card
The Compact Call Agent Card provides processing power for the
Communication Server 2100 compact configurations.
EIU
The Ethernet Interface Unit (EIU) is legacy equipment that you can use to
connect the CS 2x00/DMS switch to an Ethernet network for communication
with Contact Center Manager Server.
The rules for the EIU also apply to the Compact Call Agent Card.
ICM
ICM is an interface between Contact Center Manager Server and the CS 2x00/
DMS switch. The ICM receives information from the CS 2x00/DMS switch and
transmits it to Contact Center Manager Server. The ICM then receives
information from Contact Center Manager Server and transmits it to the
CS 2x00/DMS switch.
ATTENTION Nortel recommends that you use SCAI17. Skillset displays are
not available on phones with previous versions of SCAI.

20 Contact Center Manager
Getting started Standard 4.06
Contact Center Manager Server can connect to the CS 2x00/DMS switch
directly, or indirectly, using LinkPlexer 6.0. Use a direct connection if the switch
supports the ICM interface and there is no requirement for applications to share
common DNs. The number of ICM connections available on the switch depends
on the number of other ICM-based applications connected to the CS 2x00/DMS
switch. The CS 2x00/DMS switch can support up to 16 ICM connections for
CCM010/SCAI12 through CCM13/SCAI15, and up to 96 connections for
CCM14/SCAI15 and later. The data in the IPHOST table determines the
number.
Contact Center Manager Server requires software packages ICM00001,
ICM00010, or ICM00020. To run a contact center, you need at a minimum
ICM000001 to use SCAI12. With CCM13/MSL15/SCAI15, you can use
ICM00010 for support of SCAI17 without skillset display. With CCM14/
MSL16/SCAI15, you can use ICM00020 for SCAI17 messaging levels,
including skillset display and 96 linkset ability.
You must configure certain parameters to establish a secure ICM session. For
more information about establishing a secure ICM session, see the ICM
documentation.
Contact Center Manager Server
Contact Center Manager Server is the core contact center component that
provides intelligent call-routing capability. This component operates on
Windows Server 2003 (Standard Edition or Enterprise Edition). Windows
Server 2003 runs Contact Center Manager Server application software. You can
use Contact Center Manager Server to identify each agent’s unique abilities, or
skillsets. All calls that arrive at the CS 2x00/DMS switch are routed to the agent
with the appropriate skillset. You can create simple or complex rules to treat and
route calls.
Contact Center Manager Administration server
Contact Center Manager Administration server provides browser-based access
to the contact center for administrators and supervisors. This component
operates on Windows Server 2003 (Standard Edition or Enterprise Edition) and
runs the Contact Center Manager Administration software.