Nortel Networks DMS/MSL-100 Manual de usuario descargar pdf (Pagina 104)

104 Symposium Call Center Server

Troubleshooting Standard 1.0

! The customer LAN or WAN is correctly installed and configured.

To check the LAN or WAN, use the ping utility. For more information

about this utility, refer to the Installation and Maintenance Guide.

! The ACD group to which the phoneset belongs has the AGTASSN option.

Phonesets do not have dial tone

This occurs if the phonesets are incorrectly configured on the switch. Ensure that

the phonesets are correctly configured in the Service Orders (servord) utility. For

information about the Service Orders utility, see the SERVORD Reference

Manual.

Server cannot acquire phonesets

This occurs if phonesets are incorrectly configured on the switch or on the

Symposium Call Center Server, or AGTASSN does not contain valid values.

Ensure that the following conditions are met:

! The phoneset is configured with the Service Orders (servord utility) on the

switch. For information about the Service Orders utility, see the SERVORD

Reference Manual.

! The phoneset is configured correctly on Symposium Call Center Server

with the agent’s position number. For more information, see “Configuring

agent phonesets” on page 69, and “Configuring supervisor phonesets” on

page 74.

! The option AGTASSN contains a valid value in table ACDGRP. If

AGTASSN does not have a valid value, you cannot access the phoneset. For

more information on how to configure this option, see “To configure ACD

groups for ACD-DNs, phonesets, and agents” on page 60.

To configure the agent’s position number

1 Enter the agent Position ID in the Telephony/Port Address box.

2 Enter the agent’s personal DN (DID) in the secondary DN box.

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Nortel Networks DMS/MSL-100 Manual de usuario Pagina 104