Nortel Networks DMS/MSL-100 Manual de usuario Pagina 65
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Symposium and DMS/MSL-100 Switch Guide 65
April 2004 Configuring the switch
Configuring ACD su/jointfilesconvert/26718/bgroups
Introduction
You can use su/jointfilesconvert/26718/bgroups to divide agents into smaller groups for support and
monitoring. Assign a supervisor to each su/jointfilesconvert/26718/bgroup. The supervisor must log on at
the phoneset in that subgroup that is configured as the supervisor phoneset.
Before you begin
Before you perform this procedure, you must complete the following tasks:
! Log on to the switch from a MAP terminal with a user ID that has the
privilege levels required to change the ACDGRP table.
! Define the ACD group to which the ACD su/jointfilesconvert/26718/bgroup belongs in table
ACDGRP (see “Configuring ACD groups” on page 57).
To configure ACD su/jointfilesconvert/26718/bgroups
1 Edit the ACDSGRP table by typing table ACDSGRP and pressing Enter.
Result: The > prompt appears.
2 Type add and press Enter.
Result: The ACDNAME prompt appears.
3 Enter the name of the ACD group to which this su/jointfilesconvert/26718/bgroup belongs.
Result: The utility prompts for the su/jointfilesconvert/26718/bgroup number.
4 Enter the number of the su/jointfilesconvert/26718/bgroup.
5 Continue responding to the prompts to define the su/jointfilesconvert/26718/bgroup. (For more
information about the prompts, see the Translations Guide.)
Result: The utility prompts you to save the new ACD su/jointfilesconvert/26718/bgroup.
6 Type Y and press Enter.
7 Repeat steps 2 through 6 for each su/jointfilesconvert/26718/bgroup that you want to define.
8 To exit from the table, type quit and press Enter.
- 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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