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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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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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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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
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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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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