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70 Symposium Call Center Server
Configuring the switch Standard 1.0
Before you begin
Before configuring a phoneset, you must perform the following tasks:
! Log on to the switch from a MAP terminal with a user ID that has the
privilege levels required to access the SERVORD utility.
Line of
Business
Symposium Call Center Server can report on the time agents
spend on different types of calls. To use this feature, you must
enable the LOB feature on the switch, and define all activity codes
on Symposium Call Center Server. When you define activity
codes on the server, it allows you to give useful names to the
activity codes (for example, Sales or Support) for reporting
purposes.
Not Ready Nortel Networks recommends that you configure a Not Ready key
on the phoneset. If you do not do this, Symposium Call Center
Server cannot report when the agent is in Not Ready status. Agents
can use the Not Ready key in conjunction with an activity code to
indicate the reason they are in Not Ready status.
Emergency
Key
To enable the emergency screen pop on the supervisor’s
workstation, configure EMK for Position ID instead of DN. When
an agent presses the Emergency key, Symposium Call Center
Server uses the Position ID to identify the correct supervisor.
Dial
Intercom
Nortel Networks recommends that you do not configure this key
on the agent phoneset. If agents use this key, the agent status is
incorrectly reported on the real-time display.
Hotline Nortel Networks recommends that you do not configure this key
on the agent phoneset. If agents use this key, the agent status is
incorrectly reported on the real-time display.
Private
Line
Nortel Networks recommends that you do not configure this key
on the agent phoneset. If agents use this key, the agent status is
incorrectly reported on the real-time display.
Voice Call Nortel Networks recommends that you do not configure this key
on the agent phoneset. If agents use this key, the agent status is
incorrectly reported on the real-time display.
- 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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