Perimeter Technology VU-ACD /100 Operating manual

VU-ACD™/100 Version 43
Maintenance Guide
Host/DOS Remote Terminal
Part No. 40532-04
540 North Commercial Street
Manchester, NH 03101-1146
Tel. [phone]
Fax [phone]
Web www.IP-ACD.com

REVISIONHISTORY
02/26/9940532-01Released
10/08/0040532-02Revised
09/22/0240532-04 Revised
COPYRIGHT
Copyright © 1999-2003 by Perimeter Technology. All rights reserved. No partof this publication may be reproduced, transmitted,
transcribed, stored ina retrieval system,or translatedintoany languageor computer language, inanyform or by means, electronic, electrical,
mechanical, optical,chemical, manual orotherwise, without prior written permission from Perimeter Technology, 540 North Commercial Street,
Manchester, NH 03101-1146, U.S.A.
As enhancements toproducts are madeona continuingbasis,thematerialin this document is subjecttochangewithout noticeat the sole
discretion ofPerimeter Technology.
TRADEMARKS
5ESS is aregisteredtrademark of Lucent Technologies.
Activatoris a trademark of Security Device, Inc. andShuss Systems,Inc. c-treePlus is atrademark of FairCom Corporation.
DigiBoard, DigiCHANNEL, COM/Xi, Xem, PC/Xem, EISA/Xem, PORTS/8em, PORTS/16em and DigiWare are trademarksofDigi
International Inc.
DMS-100,MACDand MeridianCentrexare trademarksof Northern Telecom (Nortel), Incorporated.
Hayesisa registeredtrademark ofHayes Microcomputer Products, Inc.
MS-DOS andWindows are registered trademarksofMicrosoft Corporation.
NetwareandNovell are registeredtrademarks of Novell, Inc.
SCO andSCO OpenServer are registeredtrademarksofThe Santa Cruz Operation, Inc.
UNIX is a registeredtrademark inthe USA and othercountries licensedthrough X/OpenCompanyLtd.
VT100 is a trademark ofDigital EquipmentCorporation.
VU-ACDand Net-VU aretrademarks ofPerimeter Technology(all rightsare reserved).
Otherproduct names mentioned hereinareusedforidentificationpurposesonlyand may be trademarks and/orregistered trademarks oftheir
respective companies.

VU-ACD™/100 Maintenance Guide – Host/DOS Table Of Contents
TABLE OF CONTENTS
Page:
Section 1: Introduction
1.0 Overview .................................................................................................................... 1-1
1.1 Maintenance Requirements .......................................................................................1-1
1.1.1 Preventive Maintenance................................................................................ 1-1
1.1.2 Corrective Maintenance ................................................................................ 1-1
1.1.3 File Maintenance........................................................................................... 1-2
1.2 Product Support .........................................................................................................1-2
1.3 Troubleshooting .........................................................................................................1-2
1.4 Configuration Changes .............................................................................................. 1-3
1.4.1 DMS-100....................................................................................................... 1-3
1.4.2 5ESS Topology .............................................................................................1-4
1.4.3 VU-ACD/100 Devices.................................................................................... 1-4
1.4.4 VU-ACD/100 Updates & Upgrades............................................................... 1-5
1.4.5 LAN Connectivity .......................................................................................... 1-5
1.5 Training...................................................................................................................... 1-5
Section 2: Maintenance Utilities
2.0 Introduction ................................................................................................................ 2-1
2.1 Maintenance Menu..................................................................................................... 2-1
2.1.1 Access/Exit Maintenance Menu.................................................................... 2-2
2.1.1.1 Access Maintenance Menu........................................................... 2-2
2.1.1.2 Exit Maintenance Menu................................................................. 2-3
2.1.2 System Shut Down........................................................................................ 2-4
2.1.2.1 Shut Down ACD MIS.....................................................................2-4
2.1.2.2 Shut Down ACD MIS & UNIX System ..........................................2-5
2.1.3 VU-ACD/100 Startup..................................................................................... 2-8
2.2 Tape Backup/Restore Utilities.................................................................................... 2-9
2.2.1 Complete System Backup............................................................................. 2-10
2.2.2 Complete System Restore ............................................................................ 2-12
2.2.3 List Contents Of Tape ...................................................................................2-14
2.2.4 Extract Specific Files From Tape .................................................................. 2-15
2.3 System Logs .............................................................................................................. 2-17
2.3.1 System Log ................................................................................................... 2-18
2.3.2 Backup Log ................................................................................................... 2-19
2.3.3 Link Log.........................................................................................................2-20
2.3.4 Event Log (fedlog)......................................................................................... 2-21
2.4 Load Management Limits........................................................................................... 2-25
2.5 Change Maintenance Logon Password .....................................................................2-30
2.6 System Hardware Configuration ................................................................................ 2-31
2.6.1 Node Configuration .......................................................................................2-33
2.6.1.1 DMS Node Configuration.............................................................. 2-34
2.6.1.2 5ESS Configuration Assignment...................................................2-38
2.6.1.3 Net-VU Configuration Assignment................................................ 2-40

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Page:
2.6.1.4 InterLink Input Configuration Assignment..................................... 2-42
2.6.1.5 Node Not Configured.................................................................... 2-45
2.6.2 Maintenance Modem Configuration .............................................................. 2-46
2.6.3 Tape Configuration........................................................................................ 2-48
2.6.3.1 Multiple Tape Drives ..................................................................... 2-49
2.6.3.2 Install A SCSI Tape Drive ............................................................. 2-49
2.6.3.3 Remove A Tape Drive................................................................... 2-54
2.6.3.4 Change Default Tape Drive .......................................................... 2-57
2.6.4 Multiport Serial I/O ........................................................................................ 2-61
2.6.5 System Printer Configuration ........................................................................ 2-67
2.6.6 Reset All External Displays........................................................................... 2-70
2.7 Install A Software Update .......................................................................................... 2-71
2.8 Request Switch Initialization....................................................................................... 2-72
2.8.1 Execute Switch Initialization Request Now ................................................... 2-72
2.8.2 Schedule One Time Switch Initialization Request ........................................ 2-74
2.8.3 Schedule Daily Switch Initialization Request ................................................ 2-76
2.8.4 Cancel Scheduled Daily Switch Initialization Request .................................. 2-78
2.9 5ESS Provisioning......................................................................................................2-79
2.9.1 Prerequisites ................................................................................................. 2-79
2.9.2 5ESS Provisioning Menu...............................................................................2-80
2.9.3 View/Modify Provision Table Parameters ..................................................... 2-81
2.9.4 Probe the 5ESS............................................................................................. 2-84
2.9.5 Audit the 5ESS.............................................................................................. 2-87
2.10 List Logged-In Users.................................................................................................. 2-89
Section 3: Preventive, Corrective & File Maintenance
3.0 Introduction ................................................................................................................ 3-1
3.1 Preventive Maintenance............................................................................................. 3-1
3.1.1 Nightly Back-Up Tape Administration............................................................3-1
3.1.2 System Backup/Restore................................................................................ 3-2
3.1.3 Printer Maintenance...................................................................................... 3-2
3.1.4 Cable Inspection............................................................................................ 3-3
3.1.5 General Cleaning .......................................................................................... 3-3
3.1.5.1 Video Monitor & Keyboard ............................................................ 3-3
3.1.5.2 Cabinet Exteriors .......................................................................... 3-3
3.1.5.3 Floppy Disk/Cartridge Tape Drives ............................................... 3-3
3.1.5.4 CPU Interior.................................................................................. 3-3
3.2 Corrective Maintenance ............................................................................................. 3-4
3.2.1 Log Messages............................................................................................... 3-4
3.2.2 Event Logs.................................................................................................... 3-4
3.2.3 Real-Time Display Messages ....................................................................... 3-5
3.2.3.1 Data Link Interruption Alarm ......................................................... 3-5
3.2.3.2 Disk Usage Alarm......................................................................... 3-6
3.2.3.3 Load Management Message (DMS-100)...................................... 3-7
3.2.3.4 ACD MIS Shut Down.....................................................................3-7
3.2.4 Configuration Changes.................................................................................. 3-8
3.2.5 Troubleshooting ............................................................................................ 3-8

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VU-ACD™/100 Maintenance Guide – Host/DOS Table Of Contents
Page:
3.3 File Maintenance........................................................................................................ 3-9
3.3.1 Disk Usage – Host ........................................................................................ 3-9
3.3.2 Store/Retrieve/Remove Report Data – Host................................................. 3-10
3.3.3 Temp Files – VU-ACD/100 For Windows Remote Terminal..........................3-11
Section 4: Troubleshooting
4.0 Introduction ................................................................................................................ 4-1
4.1 Troubleshooting – General......................................................................................... 4-1
4.1.1 Problem Identification.................................................................................... 4-1
4.1.2 Fault Isolation................................................................................................ 4-2
4.1.2.1 External Causes............................................................................ 4-2
4.1.2.2 Internal Causes............................................................................. 4-2
4.1.2.3 Questions...................................................................................... 4-2
4.1.3 Problem Resolution....................................................................................... 4-3
4.2 DMS-100 Datafill........................................................................................................ 4-9
4.2.1 Office Parameters Required For ACD MIS ................................................... 4-9
4.2.1.1 NOS_QUANTITY_OF_SVCS....................................................... 4-10
4.2.1.2 ACD_MIS_OUT_EVENT_BUFFER_SIZE.................................... 4-10
4.2.1.3 MAX_ACDMIS_SESSIONS.......................................................... 4-11
4.2.2 Displaying/Changing ACD MIS Office Parameters ....................................... 4-12
4.2.3 Datafilling ACD MIS Translations.................................................................. 4-14
4.2.3.1 Guidelines For Datafilling.............................................................. 4-14
4.2.3.2 Multi-Protocol Controller (MPC).................................................... 4-14
4.2.3.3 Datafill Primary & Redundant MPCs............................................. 4-14
4.2.3.4 Number Of Ports Available............................................................4-14
4.2.3.5 List The Download File .................................................................4-15
4.2.3.6 Network Operations Protocol ........................................................ 4-15
4.2.4 Datafilling DMS Tables.................................................................................. 4-16
4.2.4.1 Table MPC.................................................................................... 4-16
4.2.4.2 Table MPCLINK............................................................................ 4-16
4.2.4.3 Table GDLADEV........................................................................... 4-17
4.2.4.4 Table NOPADDR .......................................................................... 4-17
4.2.4.5 Table ACDMISSP......................................................................... 4-17
4.2.4.6 Table ACDMISPL.......................................................................... 4-18
4.2.4.7 Table ACDGRP ............................................................................ 4-19
4.2.4.8 Table ACDSGRP .......................................................................... 4-20
4.2.4.9 Table ACDRTE............................................................................. 4-21
4.2.4.10 Table WRDN................................................................................. 4-22
4.2.5 Verifying ACD MIS Datafill ............................................................................ 4-23
4.2.6 Data Link Performance Indicators................................................................. 4-24
4.2.6.1 MPC Link Occupancy ................................................................... 4-24
4.2.6.2 Evaluating MPC Data Link Performance ...................................... 4-25
4.2.6.3 Performance Calculations............................................................. 4-25
4.3 5ESS Provisioning......................................................................................................4-26
4.3.1 Probe Function.............................................................................................. 4-26
4.3.2 Audit Function............................................................................................... 4-26
4.3.3 Node Configuration .......................................................................................4-26
4.3.3.1 5ESS............................................................................................. 4-26
4.3.3.2 Net-VU .......................................................................................... 4-27

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Table Of Contents VU-ACD™/100 Maintenance Guide – Host/DOS
Page:
4.4 LAN Connectivity ....................................................................................................... 4-28
4.4.1 LAN Media.....................................................................................................4-28
4.4.1.1 Intermediate Routers.....................................................................4-28
4.4.1.2 Connections.................................................................................. 4-28
4.4.1.3 Network Interface Cards ............................................................... 4-29
4.4.1.4 Test Tools ..................................................................................... 4-29
4.4.2 Client/Server Software.................................................................................. 4-30
4.4.3 TCP/IP Transport .......................................................................................... 4-30
4.4.3.1 Host TCP/IP (OpenServer)........................................................... 4-30
4.4.3.2 Remote Terminal TCP/IP (Winsock)............................................. 4-30
4.4.4 Bibliography .................................................................................................. 4-31
Section 5: Configuration Changes
5.0 Introduction ................................................................................................................ 5-1
5.1 DMS-100 Related....................................................................................................... 5-1
5.1.1 ACD Groups.................................................................................................. 5-1
5.1.2 Directory Numbers ........................................................................................ 5-2
5.1.3 Agent Positions ............................................................................................. 5-3
5.1.4 Subgroups..................................................................................................... 5-4
5.1.5 BCS/Feature Packages................................................................................. 5-4
5.1.6 Load Management ........................................................................................ 5-5
5.1.7 DMS-100 To Call Center Network Configuration .......................................... 5-6
5.2 5ESS Related.............................................................................................................5-10
5.2.1 Application Interface Unit ..............................................................................5-10
5.2.2 Vectors .......................................................................................................... 5-11
5.2.3 Recent Change/Verify ................................................................................... 5-12
5.2.3.1 RC/V Messages............................................................................ 5-13
5.2.3.2 5ESS Switch Initialization..............................................................5-13
5.2.4 5ESS Provisioning Database........................................................................ 5-14
5.2.5 VU-ACD/100 Node Configuration .................................................................5-14
5.3 Net-VU Related .......................................................................................................... 5-14
5.4 InterLink Related........................................................................................................ 5-15
5.4.1 Increased System Capacities........................................................................ 5-15
5.4.2 Time Synchronization.................................................................................... 5-15
5.4.3 User Group Configuration............................................................................. 5-16
5.4.4 Database Replication.................................................................................... 5-16
5.4.5 Datacomm Connectivity ................................................................................ 5-17
5.4.6 Expanded Device Support ............................................................................ 5-17
5.4.7 Redundant Configurations ............................................................................ 5-17
5.5 ACD MIS Devices ...................................................................................................... 5-18
5.5.1 Port Assignment............................................................................................ 5-18
5.5.2 Add Device.................................................................................................... 5-18
5.5.2.1 Remote Terminal (Direct Connect) ............................................... 5-19
5.5.2.2 Remote Terminal (Dial-Up)........................................................... 5-20
5.5.2.3 Remote Terminal (LAN)................................................................ 5-21
5.5.2.4 Remote Terminal Printer (Local Printer) ....................................... 5-22
5.5.2.5 External Display............................................................................ 5-22
5.5.2.6 Standalone Printer ........................................................................ 5-23
5.5.2.7 Printer Modem ..............................................................................5-23

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VU-ACD™/100 Maintenance Guide – Host/DOS Table Of Contents
Page:
5.5.2.8 Fax Modem ................................................................................... 5-24
5.5.2.9 Fax/Print Modem........................................................................... 5-24
5.5.2.10 FMS Port.......................................................................................5-25
5.5.2.11 Schedule Port ............................................................................... 5-25
5.5.2.12 InterLink Port................................................................................. 5-26
5.5.3 Remove Device............................................................................................. 5-27
5.5.4 MultiLink – Add Nodes.................................................................................. 5-28
5.6 ACD MIS Updates & Upgrades.................................................................................. 5-29
5.6.1 Maintenance Release ................................................................................... 5-29
5.6.2 Feature Version............................................................................................. 5-29
Appendix A: Log File Processes
Index
List of Figures
Figure 2.1: VU-ACD/100 Maintenance Menu Tree............................................................. 2-1
Figure 2.2: Digi MenuPort Interface Screen ....................................................................... 2-61
Figure 2.3: Sample Logged-In Users Screen...................................................................... 2-90
Figure 3.1: Sample Check Disk Usage Display .................................................................. 3-9
Figure 4.1: 5ESS Components Of The VU-ACD/100 MIS Database..................................4-27
Figure 5.1: Sample Group/Directory Number Database Structure ..................................... 5-2
Figure 5.2: DMS-100 To Call Center Configuration............................................................ 5-7
Figure 5.3: DMS-100 To End Office To Call Center Configuration..................................... 5-8
Figure 5.4: DMS-100 To Auto Attendant To Call Center Configuration.............................. 5-9
Figure 5.5: RC/V Functions.................................................................................................5-12

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Table Of Contents VU-ACD™/100 Maintenance Guide – Host/DOS
Page:
List of Tables
Table 2.1: Cartridge Tape Capacities................................................................................. 2-9
Table 2.2: VU-ACD/100 Load Management Limits............................................................. 2-28
Table 2.3: DigiBoard Port Assignments.............................................................................. 2-32
Table 2.4: Tape Drive Configuration Parameters ............................................................... 2-48
Table 2.5: VU-ACD/100 5ESS Provision Table Parameters...............................................2-83
Table 4.1: Troubleshooting Checklist.................................................................................. 4-4
Table 4.2: ACD MIS Office Parameters.............................................................................. 4-9
Table 4.3: DMS-100 ACD MIS Data Tables ....................................................................... 4-14
Table 4.4: Table ACDMISPL – Parameters........................................................................ 4-18
Table 4.5: Table ACDGRP – Parameters........................................................................... 4-19
Table 4.6: Table ACDSGRP – Parameters......................................................................... 4-20
Table 4.7: Table ACDRTE – Parameters ........................................................................... 4-21
Table 4.8: Performance Indicators For MPC Link Occupancy............................................ 4-24
Table 4.9: 5ESS Provisioning Table Resources .................................................................4-27
Table 5.1: Vector Call Handling Parameters ...................................................................... 5-11

VU-ACD™/100 Maintenance Guide – Host/DOS Preface
PREFACE
Introduction
This document contains VU-ACD/100 guidelines for performing preventive and corrective maintenance
on a VU-ACD/100 v43 ACD Management Information System (MIS). Maintenance technicians and
administrators should refer to the documentation provided by the respective original equipment manu-
facturers (OEMs) for additional product information.
This guide contains the following sections:
•Section 1 – Introduction provides an overview of maintenance procedures, troubleshooting,
Product Support and Training offerings.
•Section 2 – VU-ACD/100 Maintenance Utilities describes system shutdown, tape backup,
load management limits, password maintenance, and hardware configuration management
procedures.
•Section 3 – Preventive, Corrective & File Maintenance defines and describes three categories
of maintenance procedures.
•Section 4 – Troubleshooting outlines problem identification, fault isolation and problem
resolution for VU-ACD/100 systems.
•Section 5 – Configuration Changes explores the effects of changes to the Centrex ACD
switch and/or VU-ACD/100 system configurations.
•Appendix A – Log File Processes lists ACD MIS processes that appear in log files.
Documentation Set
In addition to this manual and the Release Notes accompanying the software load, users should become
familiar with the other publications in the VU-ACD/100 v43 Documentation Set:
•VU-ACD/100 v43 User's Guide – Host/DOS P/N 40530-xx
•VU-ACD/100 v43 Installation Guide – Host/DOS P/N 40531-xx
•VU-ACD/100 v43 User's Guide – Host/DOS P/N 40530-xx
•VU-ACD/100 v43 Database Table Export Guide – Host/DOS P/N 40533-xx
•VU-ACD/100 v43 Load Management Guide – Host/DOS P/N 40534-xx
•VU-ACD/100 v43 User Group Administration Guide – Host/DOS P/N 40535-xx
•VU-ACD/100 v43 System Planning Guide P/N 40536-xx
•VU-ACD/100 v43 System Administration Guide – Host/DOS P/N 40537-xx
•Lucent Technologies 5ESS Call Center Survey P/N 40521-xx
•VU-ACD/100 For Windows v3 Installation Guide P/N 40539-xx
•VU-ACD/100 For Windows v3 Real-Time Display Guide P/N 40540-xx
•VU-ACD/100 For Windows v3 Configuration Guide P/N 40548-xx
•VU-ACD/100 For Windows v3 Load Management Guide P/N 40541-xx
•VU-ACD/100 For Windows v3 Standard Reports Guide P/N 40542-xx
•VU-ACD/100 For Windows v3 Database Table Export Guide P/N 40543-xx
•VU-ACD/100 For Windows v3 Custom Reports Guide P/N 40544-xx
•VU-ACD/100 For Windows v3 Recent Change/Verify Guide P/N 40545-xx
•Net-VU Internet ACD Reference Guide P/N 40556-xx

2
Preface VU-ACD™/100 Maintenance Guide – Host/DOS
Conventions Used in This Manual
This manual uses certain typefaces to distinguish references to the keyboard, prompts, user actions, and
user typing.
• System screen prompts appear at the left of the page under the label Prompt and appear in
italicized typeface as shown in the following example:
Please enter menu option or 'q' to quit.
• User actions in response to prompts appear to the right of the page under the label Action as
shown in the following example:
Type the number of the menu option and press Enter.
• User typed entries appear in bold, sans serif typeface as shown in the following example:
Type 1to view the first menu option.
• Keyboard keys appear in sans serif typeface, as shown in the following example:
Press Enter.
5ESS Compatibility
The VU-ACD/100 host can simultaneously interface with multiple Centrex ACD switch types. ACD
MIS data stream connections are currently supported to the Nortel DMS-100 switch and the Lucent Tech-
nologies 5ESS switch. VU-ACD/100 reads and interprets the call event messages from each link type
and displays the resulting call activity information on the Real-Time Display.
The 5ESS does not supply the same type of call event information as output by the DMS-100 switch.
Although all call event data is resolved and displayed in DMS-100 terminology, there are significant
conceptual and parametric differences between the Nortel and Lucent switches.
The VU-ACD/100 System Planning Guide explores the issues associated with 5ESS switch interfaces in
Service Bureau and InterLink configurations. For additional information on DMS-100 versus 5ESS
Centrex ACD topologies, refer to Section 1 of the VU-ACD/100 User’s Guide – Host/DOS.
Net-VU Compatibility
Net-VU Internet ACD is a Perimeter Technology software application which facilitates and tracks
interactive Web inquiries. The VU-ACD/100 host can be configured with a data link(s) to a Web server
sourcing the Java-based Net-VU switch engine, agent and caller interfaces for initiating and responding
to Internet calls. Event data associated with how agents handle Internet calls appears on the
VU-ACD/100 Real-Time Display and in historical reports.
The Net-VU switch engine uses 5ESS style ACD entities to create a configuration database.
For additional information refer to the Net-VU Internet ACD Reference Guide

3
VU-ACD™/100 Maintenance Guide – Host/DOS Preface
Admonitions
Admonitions in the form of notes, cautions and warnings are preceded by the following symbols:
Type Symbol Definition
Note
?
This information will help you understand how a feature or function
operates or interacts with others.
Important
Note ?This information may prevent your incorrect or incomplete use of
a feature or function.
Caution
!
This message warns of a condition which may affect MIS
operation.
Warning !! THIS MESSAGE WARNS OF A CONDITION WHICH MAY
RESULT IN THE SHUTDOWN OF THE MIS AND THE POS-
SIBLE LOSS OF DATA.

VU-ACD™/100 Maintenance Guide – Host/DOS Introduction
INTRODUCTION 1
1.0 Overview
This document describes how to maintain a VU-ACD/100 Automatic Call Distribution (ACD)
Management Information System (MIS). The VU-ACD/100 system utilizes personal computers and
peripheral devices to monitor and display the activities of DMS-100 Meridian and Lucent Technologies
5ESS Centrex ACD switches, as well as Net-VU Internet ACD servers.
This guide is intended to assist trained technicians in performing preventive and corrective maintenance
tasks. It also identifies the procedures which should be performed before calling for Product Support
from Perimeter Technology.
1.1 Maintenance Requirements
Maintenance activities are divided into three categories – preventive, corrective and file. Preventive
maintenance consist of all activities required to sustain normal operation of the ACD MIS. Corrective
maintenance consists of the procedures required to isolate and repair problems which interfere with
normal system operation. File maintenance involves storing report data to tape and deleting files from
hard disk.
1.1.1 Preventive Maintenance
Preventive maintenance for the VU-ACD/100 system is minimal but essential to continued operation.
Activities include:
• Nightly backup of data files to cartridge tape
• Periodic backup of system files
• Printer maintenance
• Cable inspection
• General cleaning
Refer to Section 3.1 for a detailed description of preventive maintenance procedures.
1.1.2 Corrective Maintenance
Corrective maintenance of the VU-ACD/100 system is the process of identifying, isolating and resolving
problems affecting system operation. VU-ACD/100 is an integrated software/hardware system which
incorporates diagnostic tools to assist a certified technician in the troubleshooting process.
VU-ACD/100 includes a facility for dial-in remote maintenance by Perimeter Technology Product
Support. Perimeter Technology technicians can call into a system and review its overall operational
state. Product Support will examine problem areas and/or remotely alter system parameters to restore
system operation. However, a trained technician must be available on-site to serve as the primary
resource for coordinating corrective maintenance activities.
Section 3.2 describes the diagnostic tools supported by VU-ACD/100. Section 4 outlines the basic
troubleshooting process. Section 5 reviews the impact of ACD switch related and ACD MIS device
configuration changes to system operation.

1-2
Introduction VU-ACD™/100 Maintenance Guide – Host/DOS
1.1.3 File Maintenance
VU-ACD/100 includes a number of facilities that monitor disk usage on the host and allow the adminis-
trator to manage report data files. File maintenance is important because the ACD MIS will shut down if
data cannot be archived to hard disk. Section 3.3 reviews the procedures required to store files to
cartridge tape and remove file data from hard disk.
The VU-ACD/100 For Windows reports facility (including Crystal Reports) generates temporary files
that must be periodically removed from the remote terminal’s hard disk to assure uninterrupted operation.
The temp files can be deleted using a Purge Data function in the remote terminal application.
1.2 Product Support
Perimeter Technology offers initial and ongoing warranty support for its VU-ACD/100 software
application and for hardware purchased from Perimeter Technology as part of a turnkey system.
Perimeter Technology offers single point of contact assistance to distributors and direct end users to
maximize the customer’s satisfaction with the VU-ACD/100 product in all respects.
Perimeter Technology sells its products through distributors and directly to end-user customers. License
agreements specify the exact responsibilities of Perimeter Technology, the distributor or direct end user.
Detailed information regarding VU-ACD/100 Product Support Services is contained in the respective
License Agreement and in publications available from Perimeter Technology Sales.
1.3 Troubleshooting
Troubleshooting is the process of identifying a system performance problem, isolating its cause(s), and
resolving the faults in order to restore the system to full operation. The VU-ACD/100 is an integrated
system of software and hardware components which must be analyzed individually and together. The
system derives the data it analyzes and displays from a digital telephone switch that may also contribute
to apparent ACD MIS performance problems.
Perimeter Technology provides a variety of diagnostic tools with its VU-ACD/100 software that help
isolate and resolve some problems. The SCO OpenServer Release 5 operating system also maintains
detailed process logs that assist in fault isolation. The manufacturer of the personal computers used as
the VU-ACD/100 host and remote terminals includes a set of floppy disk-based diagnostic tools that
reveal basic operating parameters.
Perimeter Technology offers comprehensive technical training that stresses how to use available
diagnostic tools in the troubleshooting process. Perimeter Technology Product Support provides
assistance to certified technicians only.
Section 4 reviews the elements in the troubleshooting and repair process. It includes a discussion of
problem isolation techniques utilizing the menu functions and diagnostic tools described in Section 2 and
Section 3.

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VU-ACD™/100 Maintenance Guide – Host/DOS Introduction
1.4 Configuration Changes
The VU-ACD/100 configuration consists of all the elements that work together to display Centrex ACD
or Internet ACD activity in the Call Center. Elements include:
DMS-100
• BCS, Feature Packages, datafill and MPC/EMPC cards
• Data link between the DMS-100 and the VU-ACD/100 host (synchronous modems, PAD)
5ESS
• Release, AIU programming, 5ESS provisioning
• Data link between the AIU and the VU-ACD/100 host (asynchronous modems)
Net-VU
•5ESS provisioning
• Web page administration
•Data link between the Web server running Net-VU and the VU-ACD/100 host (LAN)
InterLink
• Agent Licensing of downstream VU-ACD/100 hosts
• Data links between each VU-ACD/100 host (asynchronous modems or LAN)
Host
• Devices connected to the VU-ACD/100 host (remote terminals, modems, printers, external
displays, FMS interfaces)
• VU-ACD/100 ACD MIS host and remote terminal application software
Changes made to any of the elements can affect the overall operation and reporting capability of the ACD
MIS.
1.4.1 DMS-100
The Northern Telecom (Nortel) DMS-100 is a program driven Central Office switch. Its operational
characteristics are derived from entries made in a series of data tables contained in the switching generic
software. Completing the entries required to activate various switch functions is referred to as
“datafilling” the switch.
For ACD MIS operation the DMS-100 must be loaded with the appropriate Batch Change Supplement
(BCS) generic software and a series of ACD MIS feature packages. Tables are then filled with the data
required to configure a specific Call Center site.
ACD Configuration parameters include:
• Pool and Subpool Numbers (and passwords)
• ACD Group/Subgroup Assignments
• Directory Numbers
• Agent/Supervisor Position Numbers
During Call Center installation end user requirements are datafilled into the switch. The initial datafill
will most likely be changed as adds/moves/changes are performed to add/remove ACD Groups, agent
positions or features. These changes can have a significant impact on the reporting and load management
capabilities of the ACD MIS. Section 5.1 outlines the consequences of changes made to the DMS-100
and how they should be tracked and accommodated in the VU-ACD/100 system.

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Introduction VU-ACD™/100 Maintenance Guide – Host/DOS
VU-ACD/100 also offers the MultiLink option which supports ACD MIS host interfaces to multiple
DMS-100 switches. Call event data from up to 20 data links can be processed, displayed and reported on
via a single ACD MIS host. Load Management for each DMS-100 is also supported across the data
links.
1.4.2 5ESS Topology
5ESS Centrex ACD calls are dynamically processed via Call Queues, Teams and Agents.
A Call Class includes various Telephone Numbers to which a call may be routed. The TN is not directly
analogous to a DMS-100 Directory Number. TNs are associated with Call Queues, Vectors and Agents
IDs.
A Vector is a script driven program that can dynamically assign an incoming call to a Call Queue or other
treatment depending on time, day of week and/or other conditions. Vectored calls are tracked to destina-
tion Queues, but the VU-ACD/100 does not provide a means for viewing or changing the contents of
individual vectors.
A Team handles calls from one or more Call Queues. As a Serving Team it functions as the primary
entity for answering calls from a Call Queue. As a Supporting Team it can receive calls intraflowed from
another Team. Intraflow occurs when a Time Delay Overflow threshold has been exceeded. Supporting
Teams are analogous to the logical queues used by the DMS-100. Queue-to-Team assignments,
including Intraflow parameters and queue “close down” (Night Service) can be scheduled to change
throughout the work day and work week.
Each Agent is assigned to a Team based on the Agent’s logon ID. A TN known as a Direct Agent
Access (DAA) is assigned to every Agent ID. An ACD call can be routed directly from a Call Class to
an agent via the DAA (bypassing the Call Queue).
Planning for a 5ESS or Net-VU interface requires an up front analysis of the types of calls to be handled
by the call center. This planning is essential to successful implementation. Provisioning a 5ESS
data link means establishing a database of ACD entities using switch indices obtained form the telco
supplying ACD services (5ESS).
Unlike the DMS-100 the 5ESS switch does not download an existing ACD queuing and
routing structure for monitoring by the VU-ACD/100 system. Call handling scenarios are constructed
with Vectors (as required) and the VU-ACD/100 Recent Change/Verify (RC/V function using parameters
established by the telco and implemented at the 5ESS switch engine.
1.4.3 VU-ACD/100 Devices
VU-ACD/100 supports multiple serial port interfaces to PADs, link modems, remote terminals, dial-up or
fax modems, printers external displays and Force Management Systems (FMS). During installation the
SCO OpenServer kernel parameters are set to recognize multi-port serial boards and LAN Service
Numbers whose ports can be configured to operate with supported devices. As ACD MIS requirements
change, devices are added/removed from the configuration, the number of serial ports and/or LAN
connections incremented, and the supported device types expanded.
Device configuration is a menu-driven process normally performed by the system administrator.
However, the administrator must work closely with the technician responsible for installing multi-port
serial cards, LAN interfaces and peripheral devices to track port/service number assignments for specific
devices. Section 5.2 reviews the process for configuring serial devices connected to the VU-ACD/100
host.

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VU-ACD™/100 Maintenance Guide – Host/DOS Introduction
1.4.4 VU-ACD/100 Updates & Upgrades
VU-ACD/100 ACD MIS is a continuously evolving software product. Every effort is made to thorough-
ly test and qualify the application prior to general release. Like most complex computer applications,
VU-ACD/100 requires the periodic release of an “update” to fix problems uncovered after general
release. Updates are accompanied by detailed Release Notes which identify how to install the software
and what was fixed in the update.
Perimeter Technology also reacts to customer input as it plans a new version of the software containing
enhanced and/or additional MIS features. A Feature Version is a new software release which expands the
ACD MIS capabilities of the VU-ACD/100 product line. Section 5.3 explores the update/upgrade
process and its impact on system operation.
1.4.5 LAN Connectivity
VU-ACD/100 supports connection of remote terminals, Net-VU servers and InterLink inputs to ACD
MIS hosts over a Local Area Network. This implementation uses a separate transport layer for
client/server communication known as TCP/IP. The ACD MIS host(s) and other fileservers share the
same LAN media (thinwire coax and twisted-pair).
VU-ACD/100 For Windows remote terminal applications and Net-VU Internet ACD servers,
as well as InterLink connections between multiple ACD MIS hosts, support LAN
interconnection via Windows 98/Me/NT/2000/XP. VU-ACD/100 serial direct connect or dial-up terminals
(Windows-based) may interface with the same VU-ACD/100 host. Ethernet and Token Ring media are
supported. SCO OpenServer Release 5 Enterprise System incorporates TCP/IP support. The Winsock
TCP/IP stack distributed with Windows 98/Me/NT/2000/XP supports client side communication.
If VU-ACD/100 LAN Connectivity is being implemented, the corporate LAN administrator must
become involved in the installation of the ACD MIS server(s), Net-VU web server, and client remote
terminals. LAN administration is a separate task from ACD MIS administration. The LAN is composed
of physical elements – media, NICs, client and server platforms – and logical elements – network
addresses, services, parameters and protocol stacks. The LAN administrator controls these elements
exclusively.
Perimeter Technology Product Support is responsible for the ACD MIS server-to-client communications
via TCP/IP, assuming that approved Network Interface Cards have been properly installed and
configured at the ACD MIS host(s) and each remote terminal.
The recommended NICs work with either thinwire coax (10BASE2) or twisted-pair Category 3 thru 5
wiring (10BASE-T, IEEE 802.5). Bus and star topologies are supported. Perimeter Technology does not
offer or install LAN media products other than cataloged NICs.
?
For additional information on LAN connectivity including supported NICs, contact
Perimeter Technology Product Support.
1.5 Training
Training and certification on the VU-ACD/100 product is available through Perimeter Technology. The
target areas for this training are two–fold:
•Personnel who will train end user and call center managers and supervisors using this
product.
•Engineering/technical support and field service personnel who will install and maintain the
Perimeter Technology VU-ACD/100 system.
For complete information about course content, scheduling and availability, contact Perimeter
Technology Sales.

VU-ACD™/100 Maintenance Guide – Host/DOS Maintenance Utilities
MAINTENANCE UTILITIES 2
2.0 Introduction
This section describes the VU-ACD/100 Maintenance Utilities. Most of these utilities run without inter-
rupting normal ACD MIS data collection. The instructions in this section describe how to perform the
functions available through the Maintenance Menu.
2.1 Maintenance Menu
The VU-ACD/100 Maintenance Menu is intended for use by trained and certified technicians when
performing preventive and corrective maintenance on the ACD MIS. Access to this menu requires
switching to an alternate UNIX window at the VU-ACD/100 host, logging in as the maint user and
entering a password. The contents of the Maintenance Menu is graphically depicted in Figure 2.1.
?
The Maintenance Menu cannot be accessed via a VU-ACD/100 remote terminal.
!
The prompts appearing throughout this section represent typical values
and messages. Actual values and messages will differ from system to
system based on hardware, software and database variables.
1) Shut Down ACD MIS
2) Shut Down ACD MIS & UNIX System
3) Tape Backup/Restore Utilities
1) Complete System Backup
2) Complete System Restore
3) List of Contents On Tape
4) Extract Specific Files From Tape
4) System Logs
1) System Process Log
2) Backup Log
3) Link Log
4) Event Log
5) Load Management Limits
6) Change Maintenance Logon Password
7) System Hardware Configuration
1) Node Configuration
2) Maintenance Modem Configuration
3) Tape Configuration
4) Multiport Serial I/O Configuration
5) System Printer Configuration
6) Reset All External Displays
8) Install A Software Update
9) Request Switch Initialization
1) Execute Switch Initialization Request Now
2) Schedule One Time Switch Initialization Request
3) Schedule Daily Switch Reinitialization Request
4) Cancel Scheduled Daily Switch Init Request
11) List Logged-In Users
10) 5ESS Provisioning
1) View/Modify Provision Table Parameters
2) Probe the 5ESS
3) Audit the 5ESS
FIGURE 2.1: VU-ACD/100 MAINTENANCE MENU TREE

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Maintenance Utilities VU-ACD™/100 Maintenance Guide – Host/DOS
2.1.1 Access/Exit Maintenance Menu
Maintenance utilities are written in the form of a UNIX script and must be accessed from the
VU-ACD/100 console (host) using a separate SCO OpenServer login code and optional password.
2.1.1.1 Access Maintenance Menu
Step Prompt Action
1(Real-Time Display) From the Menu Bar, type Lto select Logout.
2(User Logon Screen) Hold down the Ctrl and Alt keys while pressing
F1 (Ctrl+Alt+F1) to switch to another SCO
OpenServer window.
3SCO OpenServer(TM) Release 5
(scosysv) (tty01)
login: Type maint and press Enter.
4Password: A default maint password is provided on the
VU-ACD/100 Activation Card. Refer to
Section 2.5 for information regarding maint
password administration.
Type the maint password and press Enter.
?Step 5 only appears if the operating system is SCO OpenServer Release 5.0.5 or
5.0.6. It does not appear for Release 5.0.2 or 5.0.4.
5TERM = (ansi) Press Enter.
6Terminal type is ansi
please wait . . .
MAINTENANCE MENU
1) Shut Down ACD MIS
2) Shut Down ACD MIS & UNIX System
3) Tape Backup/Restore Utilities
4) System Logs
5) Load Management Limits
6) Change Maintenance Logon Password
7) System Hardware Configuration
8) Install a Software Update
9) Request Switch Initialization
10) 5ESS Provisioning
11) List Logged-In Users
Select an option, or enter q to quit: Type a desired menu option and press Enter.