Nortel Networks DMS/MSL-100 Manual de usuario Pagina 60
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Valorado. / 5. Basado en revisión del cliente
60 Symposium Call Center Server
Configuring the switch Standard 1.0
To configure ACD groups for ACD-DNs, phonesets, and agents
Note: Any modifications to the ACDGRP table must be applied to the default
ACD group, not the CDN.
1 Edit the ACDGRP table by typing table ACDGRP and pressing Enter.
Result: The > prompt appears.
2 At the > prompt in the ACDGRP table, type add and press Enter.
Result: The utility prompts you for the ACDNAME.
3 Enter a name for the ACD group.
Result: The utility prompts you for the CUSTGRP.
4 Enter a name for the customer group of the ACD-DN.
Result: The utility prompts you for the ACDRNGTH.
5 Enter a valid value.
Note: The timer value configured on Symposium Call Center Server must
be set to a value lower than the timer value configured on the switch.
Result: The utility prompts you for the THROUTE.
6 Enter a valid value.
Result: The utility prompts you for the NSROUTE.
7 Enter a valid value.
Result: The utility prompts you for the PRIOPRO.
8 Enter a valid value.
Result: The utility prompts you for the DBG.
9 Enter a valid value.
Result: The utility prompts you for the MAXCQSIZ.
10 Enter a value between 0–511.
Result: The utility prompts you for the MAXWAIT.
11 Enter a valid value.
Result: The utility prompts you for the ACDMIS.
12 Enter a valid value.
- 297-2183-912 1
- Publication history 5
- Contents 7
- 4 Troubleshooting 101 8
- Getting started 9
- Overview 10
- Skills you need 11
- What’s new in Release 5.0? 12
- Components 13
- April 2004 Getting started 15
- Classic Client 16
- Web Client 16
- ATTENTION 20
- Support for switch features 24
- Phoneset displays 26
- LOB codes 27
- Variable Wrap feature 29
- Night service feature 30
- Configuration tasks 32
- Configuring the switch 35
- In this section 37
- Before you begin 38
- Configuring ICM security 39
- Configuring logon 40
- Printing data in the tables 42
- Configuring SCAICOMS 43
- Configuring BGDATA 44
- Configuring SCAIGRP 46
- Configuring SCAISSRV 47
- Configuring SCAIPROF 49
- Configuring CUSTNTWK 51
- Configuring the server 55
- Configuring ACD groups 57
- ACD group, not the CDN 60
- Configuring ACD subgroups 65
- Configuring DNs 66
- Configuring agent phonesets 69
- Phoneset keys 74
- ! position ID 75
- ! Observation key (OBS) 75
- ! Answer Emergency key (AEMK) 75
- ! Agent Status key (ASK) 75
- Configuring logon IDs 76
- Table of relationships 83
- Predefined values 84
- Succession 86
- Verifying the configuration 87
- To create a static route 89
- Logon failure 90
- To verify ACD configurations 91
- ! The phoneset type is MDC 93
- To verify agent logons 94
- To verify CDN configurations 96
- Sample script 100
- Verifying DNIS configurations 100
- Troubleshooting 101
- Subsystem link problems 103
- Troubleshooting Standard 1.0 104
- April 2004 Troubleshooting 105
- Introduction 106
- Appendix A 111
- Preinstallation checklist 111
- A accelerator key 115
- Glossary Standard 1.0 116
- April 2004 Glossary 117
- C call age 118
- D DBMS 120
- E ELAN 122
- F first-level threshold 123
- G global settings 123
- H Host Data Exchange 123
- N network interface card 126
- P pegging 127
- S sample script 129
- T TAPI 133
- U user-created script 134
- V validation 135
- Reader Response Form 141
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