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297-2183-912
Nortel Networks Symposium Call Center
Server
Symposium and DMS/MSL-100 Switch Guide
Product release 5.0 Standard 1.0 April 2004
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Nortel Networks Symposium Call Center Server Symposium and DMS/MSL-100 Switch Guide Publication number: 297-2183-912 Product release: 5.0 Document release: Standard 1.0 Date: April 2004 Copyright © 2004 Nortel Networks, All Rights Reserved Information is subject to change without notice. Nortel Networks 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 a
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Publication history April 2004 The Standard 1.0 version of the Nortel Networks Symposium Call Center Server Symposium and DMS/MSL-100 Switch Guide Release 5.0, is released. Symposium and DMS/MSL-100 Switch Guide v
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Publication history Standard 1.0 vi Symposium Call Center Server
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Contents 1 Getting started 9 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 What’s new in Release 5.0? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 How Symposium Call
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Contents Standard 1.0 3 Verifying the configuration 87 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Verifying that the server can log on to the switch . . . . . . . . . . . . . . . . . . . . . 89 Verifying ACD groups and subgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Verifying that phonesets are correctly configured . . . . . . . . . . . . . . . . . . . . . 92 Verifying that agents are correctly con
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Chapter 1 Getting started In this chapter Overview 10 Skills you need 11 What’s new in Release 5.0? 12 Components 13 How Symposium Call Center Server communicates with the switch 19 Support for switch features 24 Preinstallation checklist 31 Configuration tasks 32 Symposium and DMS/MSL-100 Switch Guide 9
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Getting started Standard 1.0 Overview Throughout this guide, the term DMS switch applies to the following switch types: ! DMS Switch ! MLS-100 ! Succession 2000 ! Nortel Networks Communication Server 2100 Symposium Call Center Server works in conjunction with other systems to ensure that calls entering your call center are successfully routed to agents qualified to handle the calls. To enable the features of your Symposium Call Center Server, you must configure the following systems: ! the
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April 2004 Getting started Skills you need Introduction This section describes the skills and knowledge you need to use this guide effectively. Nortel Networks product knowledge Knowledge of, or experience with, the following Nortel Networks products can be of assistance when configuring the switch to communicate with Symposium Call Center Server: ! Symposium Call Center Server ! DMS switch ! Switch release CCM010/SCAI12 to CCM017/SCAI17 ! Intelligent Call Manager switch translation release
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Getting started Standard 1.0 What’s new in Release 5.0? Skillset display on phoneset Symposium Call Center Server Release 5.0 with Common Command Module (CCM)16 or Switch Computer Application Interface (SCAI)17 (or later) supports the display of skillset names on the agent and supervisor phonesets. The phoneset displays only the first 15 characters of the skillset name, and only displays the characters A through Z, and the numbers 0 through 9. SCAI17 support Symposium Call Center Server Re
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April 2004 Getting started Components Introduction Symposium Call Center Server consists of three key components: telephony, server, and client. Telephony component The telephony component includes the switch, the Ethernet Interface Unit (EIU), Intelligent Call Manager (ICM), and the agent and supervisor phonesets. Server component The server in Symposium Call Center Server can be located at either the central office or customer site. Client component The client is installed on the super
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Getting started Standard 1.0 Switch Router Router ICM EIU Network ELAN Symposium ACD Agent Call Center phonesets Server Voice port lines CLAN Front-end IVR Client PC Client PC Third-party (optional) (administrator) (supervisor) application G101333 Switch The switch is the hardware and software component that provides telephony services. The switch sends and receives calls to and from Symposium Call Center Server. When a call arrives at the switch, the switch notifies the server, which perfo
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April 2004 Getting started Symposium Call Center Server supports the DMS, MLS-100, Succession 2000, and Communication Server 2100 switches. Throughout this guide, the term DMS Switch applies to all the supported switch types. Note: If the link to the server goes down, ACD routing configured on the switch provides a backup method for handling calls. 3PC The Third-Party Core (3PC) card (also known as the Call Agent Card) provides processing power for the Communication Server 2100 compact co
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Getting started Standard 1.0 Server The server component, which uses Microsoft Windows 2000 software, is responsible for functions such as ! the logic for call processing ! call treatment ! call handling ! call presentation ! administration of agents, skillsets, and supervisors, and agent to skillset and agent to supervisor assignments ! accumulation of historical and real-time statistics Classic Client The Classic Client component, located on the call center manager’s or supervisor’s deskto
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April 2004 Getting started ELAN The embedded LAN (ELAN) is a dedicated Ethernet TCP/IP LAN connecting the Symposium Call Center Server and the switch. The ELAN must be a private isolated network that is dedicated to the switch and to the call center. The ELAN must not have a physical or logical connection with the customer network. This eliminates the potential impact of caller network traffic on call processing. Front-end IVR system (optional) The switch can direct calls to an optional th
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Getting started Standard 1.0 ! Interactive Voice Response (IVR) voice ports are controlled by IVR and monitored by Symposium Call Center Server ! Symposium Call Center Server performs the call routing, IVR controls the voice response system, and Symposium TAPI Server/Symposium Agent controls softphones and screen pops ! agent positions are controlled by TAPI Server/Symposium Agent (or desktop CTI) and monitored by Symposium Call Center Server ! call queues and agent positions are monitore
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April 2004 Getting started How Symposium Call Center Server communicates with the switch Introduction Symposium Call Center Server and the switch must be able to exchange information if calls are to be successfully routed in Symposium Call Center Server. You must ensure that this communication is enabled by configuring the resources shared by both the switch and Symposium Call Center Server. A Controlled Directory Number (CDN) is the initial point of entry for any call processed in Sympo
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Getting started Standard 1.0 For each call arriving at a CDN, the switch informs Symposium Call Center Server of the call’s arrival and starts a timer while waiting for the routing instructions. The switch handles the call according to the response returned from Symposium Call Center Server. If the timer expires before a response is received, the switch routes the call to a default ACD group, which is defined for the CDN on the switch. For more information about default ACD routing, see
