Nortel Networks DMS/MSL-100 Manuale Utente Scaricare il pdf (Pagina 34)

34 Symposium Call Center Server

Getting started Standard 1.0

OFCOPT Categorizes ICM messages in groups (this table is

maintained by Nortel Networks).

Note: For ICM CCM010 (SCAI12), do not enable the

Network_ICM_Active feature.

OFCVAR Contains the operating parameters that the operating

company can change.

1 2 ... 29 30 31 32 33 34 35 36 37 38 39 ... 143 144

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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